S R Appliance Depot — Local services in Brookhaven

We purchased a set of Fulgor-Milano appliances from SR Appliance Depot over a year ago. I went into the store wanting to show my husband a different brand of appliances that I had already picked out. The man in the store was very nice but convinced us that the Fulgor-Milano appliances were far superior to the brand I had selected. We looked at them, but nothing was plugged in for us to test.

Based on his recommendation, we purchased the Fulgor-Milano appliances, but immediately regretted it when they were installed. The user interface was horrendous, the instructions were not at all helpful, and the 'features' that they bragged about online like stored recipes were not useful to Americans (when is the last time you made "vegetables au gratin" or a "vegetable bouquet"?).

I was in tears before we even used them for the first time. Given how much we had spent on these appliances and at the store, I immediately called to complain. Over a series of calls and texts, I was told, "you will get used to it," "we can send someone to show you how to use it," and "the quality will be so much better than anything else."

So, we used the appliances. I still hated them. Again, I was told that they would "make it right." It's been over a year. The steam oven we purchased has been broken for more time than it's been functional, and I still abhor these appliances.

I've called the store to complain more. I've talked to the owner. I've emailed the headquarters of Fulgor-Milano. I've talked to the customer service at Fulgor-Milano. Nothing.

I realize that I made a mistake by not insisting that I test the appliance interface at the store. I should have done more research. I should not have trusted that they would make things right. I should have reviewed the return policy.

I guess I just assumed that a store in my neighborhood selling high end appliances would take care of their customers. They never have, and...

I purchased a SpeedQueen washing machine from SR Appliance on February 1, but the experience was marred by poor communication. Despite being told it would ship to a local warehouse in Atlanta within 2 weeks, I had to repeatedly follow up on the status. Each time, I was met with "let me find out" or "this is strange, it should have been received by now because it ships out of Atlanta." No one called me back with updates.

To add insult to injury, when I called another store to inquire about the SpeedQueen brand, I was informed that it was on backorder - a fact that would have been helpful to know upfront if this was true for SR Appliance. This lack of transparency from SR Appliance was disappointing.

The issues persisted for several weeks, with me having to chase down information about the status of my order. It wasn't until I responded to the only email sent by representative Matt on March 3rd that the situation was finally clarified, and a young lady called me to confirm the delivery details. Unfortunately, the delay and lack of communication before that point were frustrating.

I've read other reviews on here where customers reported that SR Appliance followed up with them and kept them updated on the status of their orders. Unfortunately, my experience was different. I wish I had received the same level of communication and follow-through.

On a positive note, everyone I spoke with at SR Appliance was respectful and courteous, which is why I'm giving them 3 stars and not 1 star. However, the lack of communication and transparency was a significant letdown and I’m afraid that this experience has soured me on the company for...

I wish we’d had the five-star experience other reviewers mentioned. Initially, I was giving three stars, but after reading the glowing reviews and reading that clearly SR Appliance Depot DOES know how to manage customers, I felt compelled to share our underwhelming experience.

Despite sending photos, FaceTiming, and providing measurements of existing cabinets to our salesperson, critical dimensions were missed. A one-inch cabinet modification over the fridge was an additional sizable unexpected expense. During this process the new fridge was stored in the living room until the adjustment was completed. Then arrangements to move it into place took several more days.

We called SR Appliance regularly for updates, but communication was poor. Promises of delivery “next week” or “pulling it from another order” were never followed up, leaving us to check in repeatedly over a four-month period. We also weren't advised that a gas line relocation, another sizeable expense, and electrical receptacle upgrade, additional service, might be required until they were delivered and could not be properly placed.

Some pros: The salesperson provided a helpful product overview of appliances. The Thermador package was a great value. The appliances are beautiful.

Ultimately, this review reflects the lack of communication we experienced with SR Appliance, an issue that could have been avoided with a little consideration of...