Earl B. Feiden Appliance — Local services in City of Kingston

REVISED REVIEW:

IT IS WORTH IT TO WORK WITH EBF INSTEAD OF BIG BOX STORES BECAUSE WHEN YOU HAVE AN ISSUE, THEY HELP.

One year and one week after we purchased a fridge at EBF, the fan broke and the fridge stopped cooling. Acccording to GE, we were out of luck: the warranty period was up and we were on the hook for everything. But Brian, the manager from EBF interceded on our behalf and got our warranty extended as well as helping with the many calls back and forth it took to get GE's repair company to get the issue finally resolved. Brian called us every few days to check in and ensure that the process was working. When cleaning out the fridge during the repair period, we accidentally dropped a glass shelf and Brian, knowing we had been through a lot, just ordered a replacement and sent an EBF repair technician over to install it for free. Ultimately, when GE failed to make the repair in a timely manner, EBF just sent their own tech over to install the new part. Definitely worth going with local folks who will be there for you when you need it. Thanks Brian and EBF team.

PRIOR REVIEW FROM ALMOST EXACTLY ONE YEAR AGO:

We have absolutely loved both of our experiences with Earl B. Feiden's team. We had a very tricky small space and wanted to put in a laundry center on the second floor of our home. We worked with Ken who helped us make sure the tight tolerances would work so we could get the plumbers to build in the water to the unit's specs. When Kyle and two other guys whose names I forgot came to deliver the unit, they had to carry this giant LG stacking unit up our tiny staircase. It was an amazing athletic feat and they did not scratch a thing. The unit fit just perfectly and we are using it constantly without a hitch. More recently, we bought a new fridge when ours died right before a weekend when we were planning a big party. Stock of fridges were low this time of year but we worked with Rich to find a perfect unit they had in stock at a different warehouse. Their prices were competitive and we opted for a GE instead of Samsung when we learned about dealbreaker level repair issues with those. It is nice to be able to consult with EBF's staff about reliability before buying since they also service units. Even when we ran into a snag, EBF's team came through for us. Their elevator broke the day we were supposed to get the new fridge and they could not move the fridge down the stairs. But we had a fridge full of food that was starting to rot and a party scheduled for the next day. A woman whose name I forgot in the delivery department pulled some strings to get us a loaner fridge that was already on the floor. Kyle, Sean and Justin hauled off our old clunker and installed the loaner fridge just in time. Within two business days, their elevator was fixed and Sean and Justin installed our shiny new GE unit and installed a waterline around the complexity of our metal cabinets. It is so much better to work with EBF than a big box store or buying online. EBFs pricing is the same and they have great sales at certain times of year. Their installation rates are very reasonable for such high quality staff. Just being able to talk to real people who care and who take responsibility for the units gives you a certain level of security and you know you can work with them for repairs if something goes wrong or if you get a lemon. I also really love that the money we are spending is going to neighbors who are becoming more and more familiar. You've got plenty of options, but don't hesitate to just...

UPDATE: Bradley Fieden personally reached out to me first thing this morning, and is going above and beyond to resolve my issues before Christmas. His dedication to fixing the problem and his relentless effort to make things right are truly appreciated. It's clear why he's in charge!

3 STRIKES - YOU’RE OUT Earl B. Feiden Ron, Jake, and Thomas truly deserve 10 stars for their professionalism and service. However, Earl B. Feiden (EBF) is by far the worst appliance company I've dealt with. As a loyal, repeat customer, in 2021, I had EBF measure for my all new appliances, but after that things quickly went downhill for the first time. When my fridge arrived, the wrong measurements were taken by EBF, resulting in an on the spot botched upper cabinet transformation with damage caused by their crappy saw. The new dishwasher was also installed incorrectly, and even after EBF ordered a part, I'm still waiting for a resolution, despite this being a problem that began back in 2021. Most recently, my induction range, which I purchased as part of that "bundle", suddenly stopped working. EBF came out after a four-week wait, and their technician said the stovetop was "shot" and would cost $3,000 to replace. Nauseated, my husband and I visited their showroom in Kingston to discuss our options. Ron, our sales representative, was outstanding. He answered all our questions without being pushy and made the process much more bearable. Despite our frustration, we decided to give EBF another chance, thanks to Ron’s excellent customer service `and knowledge. However, the problems continued. After three more weeks of waiting, our new range arrived on time today, but there were several severe issues: Error codes appeared immediately after plugging it in. The oven door handle had a visible chip. The glass inside the oven door wasn’t properly secured, just loosely leaning on the hinge. After going over 8 weeks without a stove already, I called EBF to ask when the replacement would arrive, given the damage. The response I received was shocking: "Well, you're not going to get it before Christmas!" I couldn’t believe what I was hearing. In response, I told them to take the damaged range back and immediately refund my credit card. (not as nice) Customer service should be a top priority, but EBF has completely failed in this regard. I’ve had enough. If you want quality appliances and competent service, I strongly suggest looking elsewhere! PS: My new range arrives next week... IN TIME FOR CHRISTMAS!!! UPDATE: Bradley Fieden personally reached out to me first thing this morning, and is going above and beyond to resolve my issues before Christmas. His dedication to fixing the problem and his relentless effort to make things right are truly appreciated. It's clear why...

I really wanted to give EBF a good review. Went in looking for local dealers who could come in person and give us a clean install for our second home in Woodstock NY. We were willing to (and did) pay more for full-service installation. We purchased an oven, dishwasher and BBQ on August 5th 2023. Today is January 2nd 2024 and we still don't have a working oven (no oven for Thanksgiving, no oven for Christmas). The comedy of errors is too long to report but here are the salient facts: they sold us an oven that was on back-order without telling us, so it took 8 weeks to receive; they had "issues" with LP conversion so couldn't schedule delivery for additional 2 weeks after that; they show up for install and tell me they can't do the install of dishwasher (not willing to run an extended line under the counter) or the oven (because of the gas hookup) and tell me I need to get a plumber; I get a plumber who hooks up the dishwasher and oven no problem. However, plumber notices that the EBF didn't provide the burner caps for our gas oven. I call the shop asking for burner caps which they deliver while I'm away. We show up the day before Thanksgiving and it turns out they gave us the wrong burner caps! To their credit they sent someone immediately to correct their mistake and we got the correct burner caps but unfortunately the next day we realize the oven doesn't work! I go there in person, telling them I need a working oven for Christmas or I'm going to write this bad review. This gives them 4 weeks to fix the situation. They tell me they need to order a new igniter. The tech can't get on site until December 23rd. He changes the igniter but still no dice. We arrive and spend Christmas without a working oven. To be clear, these are nice people and I can see their heart is in the right place. I really wanted to like them and do business with them. And I am not one to write negative reviews. But I am so fed up with the incompetence and inability to provide a working oven unit over a five month period that I am writing this review in the hopes that it may motivate EFB to actually deal with and fix my problem. I am sure others have a had a more positive outcome but sadly I would have been better off taking another route. If local businesses are to survive the big box and e-commerce onslaught, they need to deliver results. Good...