Cocoplum Appliances — Local services in Brattleboro

Since moving to the area, we have purchased a washer, dryer, dishwasher, refrigerator and stand up freezer.

Most recently, we purchased a new kitchen range over the phone because we had an established relationship with them. We were told we would be contacted for delivery information after we paid for it, and when we were later contacted we were told the range was on back order. Again, because of our past dealings with them, we agreed that was fine and we would simply wait.

However, we NEVER received a call back.

When we finally checked in to see what was going on, they acted surprised and at first couldn't find any record that we purchased the range. After that was cleared up, they were further confused as the range was in stock the entire time and they couldn't figure out why we haven't gotten it yet. At this point it had been a month since we paid them $1400+ and our local roads were now closed to large delivery vehicles because of mud season, so instead of of waiting several more weeks, we requested a refund.

We did get the refund, but this entire process has been incredibly unprofessional and just dissolved any trust we had in this company. We purposefully try and buy from local, non-big box chains, and we were really taken back about how this was all handled. Five major purchases from them, six if you include this range fiasco, and we have several more big purchases we need to make, but we will be looking for a new company to do business with.

Also, they have recently changed their policy regarding repair work, as we need them to come repair a problematic washer we got from them. Before, we would schedule an appt, the tech would come out, diagnose, repair and then we would get the bill for the visit / parts. Now they want us to pay up front, before the visit, to repair a job they've had to do several times before. And since the whole business of paying them for a range we never got, I'm not even comfortable giving them $150 up front for a service call.

These guys used to be great. These guys used to treat their customers well. I'm not sure...

I want to thank Cocoplum for their great service. For years I have been buying my appliances at Cocoplum, and been very happy. Recently, I bought a high quality washing machine. After a short time, the machine was making a squealing sound. The service team came, and they patiently explained what was going on. They realized it was a manufacturers defect, and they went the extra mile by immediately ordering a new one and install a loaner washing machine so I could finish my pile of laundry! Bravo to the great sales and service teams...

We bought a $6,000 Liebher refrigerator from the Brattleboro location and it broke after just two years of light use. The fridge is in our vacation home. We have spent the past year trying to get it fixed. Coco plum has no service person willing to work on it so we have had to find our own service person. It has been a year of throwing out hundreds of dollars of food, cleaning up unfrozen ice cream and such. And we still have no ice. Awful customer service after spending THOUSANDS of dollars in...