Standard TV & Appliance — Local services in Bend

AWFUL CUSTOMER SERVICE!

NOV 14 Significant other (SO) & I purchased appliances from Damon. He said washer/dryer should be in next day, dishwasher in stock, will check on stove unit. Gave discount on delivery, (but still being charged for delivery & access.) He's aware of our broken/breaking appliances. He asked if I'd like them to open and inspect appliances before delivery to be sure everything's good. It's free. I said yes.

NOV 20 Hadn't heard from anyone. Called to inquire as washer is mostly dead, dishwasher still held together by bolt. Damon said they all came in. Didn't offer info as to when stove arrived or why nobody called. He said someone had cancelled a delivery so can be delivered next day. Will call between 9-10am. Said they'd call one number and if unable to reach would try other number (both SO’s and my numbers are in their system and on the paperwork.)

NOV 21 Sat with phone from 8:50-9:10am. Called Standard. Receptionist said they have delivery scheduled between 12-3pm. Said someone should've called, maybe they couldn't get ahold of me. Assured her that wasn't possible.(Turns out they called SO’s number (he was asleep) and they gave up.) Later that day, appliances delivered, requested inspection not done, still sealed. Had them take away old washer and stove (big mistake). SO installed washer and dryer. Started test wash, washer made grinding noise. Sound didn't stop. Paused wash & called Standard & spoke with service department. Explained issue, described noise, & offered to send video. She said she needs to schedule service, and will email video to service guy. Will call me between 8-10am next morning. She said if the issue is user error, we charge a service fee. I stated that I wasn't okay with that after spending $5,000 ($500 of which is for extended warranty because I assumed they'd be better to deal with than manufacturer.) She didn't have any useful input just repeated that the only way I'd be charged is if I'd messed up. She stated that she understood my frustration with the holidays coming up and I wanted my appliances. I said yes, I'm frustrated and need my washing machine to work, but I'm upset with the customer service especially after giving them so much money. Called later and spoke with receptionist (Shelly). Told her I want my money back for the warranty because I don't want to deal with them in the future. After explaining, she was very empathetic and said she'd escalate it as what I told her didn't sound correct. SO looked closely at washer dryer hookup & determined that an alternative hookup piece was missing and we needed it. Called to update that. Shelly had someone drop that off, and he installed it. Working well. (Shelly and service guy were VERY helpful.) SO started on stove, still working on it when I went to bed.

NOV 22 Stove mostly installed, grates not on it. Noticed it was making a loud buzzing noise. Went to work. At work, SO called. Two left grates for stovetop, no right grate. (This stove only uses two, meaning we only have two out of four usable burners.) I called, Talked with Travis, the store manager. He'll talk with his assistant manager and send someone out. Travis didn't believe we had two left grates & was quick to point out most of the issues were mistakes by OTHER departments. He also told me Shelly shouldn't have tried to fix things herself. I informed him that she's been the only person I've spoken with who's made me feel like a valued customer. SO called. Peter, assistant manager heard the loud buzzing and agreed it's not supposed to do that AND yes, we received two left grates. Will order grate & schedule. service.

DEC 1 Repairman came out. (SO home, I wasn't) Noise is from a defective board. Didn't have the needed grate. He called store & spoke with Peter, who told him that he never ordered it. Repairman ordered the grate and replacement board.

DEC 16 They don't know where the grate is, and said they'll charge a restocking fee if we...

Update: I am updating my rating because of the repair personnel, sales staff (more on that to follow), Kelly with customer affairs, and the delivery personnel. Well we got the fridge fixed again right before Thanksgiving, only for it to fail Thanksgiving night (that was fun). Fixed again by the great repair guy, and it failed again. The repairman (whose name I can't remember) immediately contacted customer service affairs (or something similar) and got us in touch with Kelly (sp?). We had a store credit that evening for the original purchase price, which was finally great to get, and we got a credit for lost food.

We showed up at the store and told the salesman who we were and all that. He pulled up our credit and took us shopping, and here comes my gripe. He immediately walked us over to a $3400 fridge, after knowing our credit was for $2500, it just kind of was in bad taste in my opinion. I get it, he is a salesman, but c'mon. Anyways, he ended up helping us find a fridge and got us a good deal. It was delivered the next day but their two outstanding delivery guys who did a great job.

I will still say that our experience with the repair dispatcher in Portland will most likely keep us from returning to Standard, that and their prices are on the high side for some things. I like to support small businesses and they have some great staff at Standard, but our experience will be hard to overlook when it comes time to choose a place to buy a new washer and dryer.

Original review: We purchased a refrigerator from this business in February 2013. The initial purchase was of course fine, as can be expected when spending $2500 on a fridge and extended warranty (thankfully we bought that).

During the first year of ownership, service was out three times to repair the fridge, twice an ice maker another time some sort of cooling issue. The service was quick and easy, no complaints there, was actually pretty happy with Standard at that time. The fridge problem was not Standard's issue, although I was upset my expensive fridge was having issues that quickly.

Fall of 2015 saw our freezer fail completely in late September. Lost all of our food in our freezer and the wait time for service was TWO WEEKS. We had a small backup fridge and freezer, so not too big of a deal. While waiting for service, the fridge fails completely, and lost the food in there as well. So when service finally shows up, he had to order a part that took another two weeks, and he could not guarantee it would fix the fridge saying it was a "50/50 chance." The part arrived, and the service worker could not make our originally scheduled time as he was too busy. Was mad about this because I took time off work to accommodate them. He showed up two days later (October 25), and three hours later left, saying the fridge was fixed. He stated if it failed again, to call him and he would come back out.

Well the fridge failed within 8 hours, and we tried to get ahold of service on October 26.

It is now November 13th, and we still have no fridge or freezer and are waiting for service.

"Shelly" who schedules service was rude to my wife, and tries to somehow blame us for this issue. Sorry we have jobs and lives that don't rotate around a refrigerator and your poor service. We even asked for a loaner fridge and were told no.

Be warned, Standard will take your money (like any good business), and the customer/business relationship ends there. Our extended warranty promises a new refrigerator if it can't be fixed, and they are dodging around it.

Their service windows are four hours long, and they missed one completely. They are telling us they are a month out for getting repairs done, and it is because they only have one repairman. They apparently forgot Bend is a small city and word travels fast, I don't know how a business like...

We recently bought 4 appliances from Standard for just under $7000,. Below is a summary of everything that has happened in the past 3 months regarding this purchase. To say this has been a fiasco is an understatement. It took no less than 5 deliveries before the correct dishwasher was installed over a 3 month period. In addition, communication has been dismal, promises not kept, and many hours of my time have been wasted.

The details: we bought a range, fridge, dishwasher, and microwave on 10/30/20. They were delivered the following week but the dishwasher that had been put on the truck was the wrong color so it was sent back for the correct one (no problem, I understand things happen). A couple weeks later, they called to say that the new one was ready to be delivered and I stayed home from work for the installation. The installers pulled out our old dishwasher, and brought in the new one. As they prepared to put it in, I noticed it was the right color, this time, but the wrong model. The installer said it would likely be the next day or two when the correct dishwasher could be installed, and I felt bad having him have to re-install our old one so I said leave it out (I figured we can go a couple days w/out a dishwasher). Upon talking w/my salesman later that day, I regretted this decision, since he said the earliest we could get the correct one installed was 10 days. I was pretty upset at this point, since now I had a giant hole in our kitchen w/no dishwasher and a family of 4. So I decided I'd tackle installing my old dishwasher myself. I got it done, but it took me about 3 hours on my day off. At least we had a working dishwasher! At this point, my salesman apologized, and said he'd be crediting my account four the dishwasher installation charge ($149.97). A nice gesture for a frustrating situation. A few weeks later, they showed up with the third dishwasher to install. This time, it looked like the right one! Sadly, after the installation, we discovered it was missing the upper utensil rack like the one in the showroom. Turns out, there's a model without that feature, and that's what we got. Our salesman was contacted again, and he said they'd order the right one. At this point, I had not seen the credit for installation, as promised. My salesman now said that there was a rebate that became available from the manufacturer and that they were going to use that as my credit for the installation--basically Standard was not giving me a credit, I was just getting a rebate that should be due to me anyway! I also never got updated by Standard on when I would receive the correct dishwasher. I finally called 'customer relations' who said they would deliver the right one Jan 2. When the installers pulled up with the new dishwasher, they uninstalled the old one, then discovered the new one is damaged! Once again, they reinstalled the old one and we waited again. On the 5th attempt at getting the correct dishwasher we finally got the right one.

Given the number of hours I wasted regarding this purchase, I would NEVER recommend this business. I sent an email to the store manager yesterday to ask about the credit for the installation charge, and have not heard back. Frankly, I don't expect to, given the follow up so far and I'm ready put this behind me.

I waited this long to write the review since I hoped for a better resolution and don't like to jump to conclusions, but at this point I'd like to let others know what to expect if you shop...