East Coast Appliance — Local services in Chesapeake

My husband and I purchased our Whirpool washer and dryer in February. We purchased with Jamie + a 3 year warranty. We were pleased with the purchase, delivery and installation.

The machine's agitator broke April 1st, after about ~10 uses. I immediately called Jamie who transfered me to service and was scheduled with Ferraz later that week. Within 5 minutes let me know that machine would need to be repaired and that they would be back with the correct parts. This is when good communication and customer service ended.

He returned over a week later with the parts, but after working for about 10 mins let us know that unfortunately he didn't have the correct tool and would have to return again. We didn't hear from anyone in days, so began to reach out to East Coast to try to get updates on the status of our repair. We called Jamie again, who was very curt and said she wasn't able to find out the status of our repair and that we'd have to talk to service. Twice when we called service, we were told they would look into it and let us know when they would be back to repair.

Finally a different technician came and was also unable to repair and let us know that East Coast would be contacting us within the hour to provide us with options for moving forward.

We didn't get a call, and again had to call East Coast (rather than vice versa) to inquire about our options. Please keep in mind at this point we had owned our machine for less than 2 months, it broke, East Coast and the sales person we literally made the sale thru + an additional warranty has not once so much as apologized for the inconvenience, and we are now about 2 weeks without a washing machine and the laundry is piling up.

When we called, the techs let us know that they were reaching out to Whirpool and that unfortunately it was now "in their hands" as to whether they would offer a replacement or attempt to fix the machine. We asked when there would be an update and again they said they didn't know, that it was in Whirpool's hands.

Finally we recieved our first call back from East coast on April 16th. They let us know that Whirpool would replace the machine but that East Coast didn't have any of the same model in their inventory. They could order a new one and it would take up to 2 weeks to arrive.

We decided to opt for this option. I asked the tech if because we did purchase a Warranty through East Coast, if they could provide us with some reimbursement for laundry services while we waited. They said no, that if we wanted reimbursement we'd have to contact whirpool and gave us their number.

Today marked 2 weeks from that date. Shocker, no calls from East Coast Appliance. My husband called the service department and was put on a 15 minute hold. When he finally spoke to someone, he was told there are no updates and they don't have an estimated delivery time or date, or know where the machine is in the delivery process and they just have to wait.

My husband and I both realistic people. We know that East coast didn't break our machine and it's not their fault that the machine broke. But I also know that East Coast is the place where we purchased the machine and at the end of the day, they choose to sell Whirpool brands. They have had a month to offer us a good customer service experience that would have solidifed our brand loyalty for life (we just bought our house, we'll be buying applicances in the future). Jamie - you made a quick, easy sale from us + a warranty, you can offer your apologies to us when the brand new machine we bought from your store breaks and we reach out to you (since you did give us your card). Team, you can recognize when we a customer is calling for updates and put notes in your system to proactively reach out so we don't feel like we are having to chase you down to be able to wash our clothes.

Very disappointed and net net, we won't be using or recommneding East Coast...

ALERTWe are military Retiree family, after being in this area 27 years we purchased a new LG Thinq Washer and Dryer set with the pedestals (CASH) not on Credit. Our experience have not been good from the day we purchased, the sales guy messed up paperwork for delivery and after only having the items in our home for one week in December the rubber in the washer has holes in it like it came with a defect. We had to wait 2 almost 3 weeks to get the part and a new appointment. Then the Tech comes back and I hear oh we have a problem. He now realize the front of the washer has to be removed and he said he needs another person cause if he do it by himself and hurt himself he could sue our insurance...when I started asking him questions like "when you came here and assessed the situation you didn't know the effort it would take to repair?. Now how long is it going to take to get someone else?. I was passionate about my situation since we have not washed clothes or other household items for 4 weeks due to this issue and we paid over $2600 for my christmas present and only used once. The Tech calls his manager and she heard me saying in the background I have had to many issues with East Coast, I will not go there again and the Tech says he's leaving cause he don't feel appreciated...(he also stated he didnt know it was on pedestals) see picture...everyone is disappointed especially me the customer. The first issue we had was right after we brought the appliance with Mike the Manager. Originally we had only brought two pedestals cause we brought the first set from Lowes but they had no pedestals the set we brought needed larger pedestals none could be found. So Lowes refunded our funds and we brought everything from East Coast. Well one of the pedestals was in the box and the other was not, this is how Lowes techs new the pedestals didn't fit. So the day we purchased our appliance at East Coast we returned the pedestals only to notice the Managers face like he was mad. So I asked him what's the issue. He stated the owner was going to be upset because he refunded us for both pedestals and one was not in the box and it was going to be impossible to sell. As a customer we just dropped over $2600 and the manager made us feel like we did something wrong for returning a pedestal without a box. As I type this note I am still without a washer and At the mercy of them to get my appliance fixed. So if you paying cash do not go here. They treat everyone like they buying on time. WHEN YOU CAN PAY FOR WHAT YOU NEED YOUR PASSION...

This is the second, and LAST, time we will attempt a purchase at East Coast… about 5 years ago we were shopping for a new refrigerator and decided to try them out. We didn’t receive the help we thought we would get based off of the reviews and the advertising…. so we left and went to a competitor. They were so helpful and we even got a different refrigerator than what we were looking for because of the help and knowledge of the associate. Today we tried again and this time was worse… they were busy enough that all the associates were helping customers; we understand that, and that isn’t really the problem. We were not acknowledged at all the entire time we were there. We even waited by the washer and dryer (not the cheap ones either…) that we wanted and looked around for an associate to help. After seeing two associates no longer with other customers, we thought they would come help but they did not, nor did they even look our way to let us know that someone would be there soon to help us. We would have gladly waited for the next available associate to help if they were just finishing up an order, however, we weren’t even acknowledged and we waited longer than we should have waited before we decided to leave. We ended up at “one of those big box competitors where apparently the garden department tries to sell you an appliance…” according to the ad that East Coast plays on the radio. The same one that they should consider taking off air since not only did the garden department greet us on the way in but so did the appliance specialist when we got to the appliance area. She was so friendly and helpful! There were plenty of other people around too and she made a point to acknowledge them even though she was helping us. We will be buying from there instead and the $1.01 I would save at “the best price or it’s free” store is significantly lower than the “buy more, save more” discount of $250 that they are running at the big bad store with a garden department…. I guess the people that actually got helped at East Coast were happy due to the high review ratings but we didn’t even get far enough to be helped and I guess we...