Charlie Wilson's Appliances, TV & Mattress — Local services in Clarksville

I appreciate you taking the time to review my most recent purchases there, and taking the time to make assumptions as to why I left your store a 2 star rating.

Unfortunately, I did not leave a comment explaining why I only gave a 2 star rating. Seeing that you jumped to conclusions I will go ahead and tell you why i rated you as I did. There are several reasons...

First, your assumption that I was upset with being sold the wrong two filters is inaccurate. You claim that I was in a hurry and had no time for, your employees to, research my model and I was not prepared with information to look up what model refrigerator I purchased from you. These are incorrect statements. I came in with the name of the refrigerator, date purchased, and phones and numbers associated with the account, as a result, your employee found my account quickly. The issue arose when the Frigidaire website would not pull up the correct PDF to view the filter numbers needed. No problem, your employee did what she could, with her tools available, to help me find my filters. She also told me that it was possible that they are not the correct ones and she advised me on how to make the return if they were not the right filters.

Second issue, while there I asked her about the GE appliances they sold, since I work for GE, and she told me that they do not sell them anymore since Haier bought them out several years back. Which to me is absolutely crazy since GE is the 3rd largest employer in Louisville area... If GE is good enough to put food on the table for so many families in our community, why is it not in your store?

Third mistake your store made. When I did bring my purchases back to return them. Charlie was there at the door to greet me like he always does. (That's awesome)but after shaking his hand I walk to the front desk and make eye contact with about 3 of the 7 people behind the desk. Some of whom were on the phone or talking to another employee behind the desk, not one person made any move to help me. I looked at the several other employees at the surrounding desks some were on the phone and others were not. I waited for what seemed an eternity. (Probably only 2 minutes) so I walked around the other side of the desk on the far side to try to make eye contact with the people who had their back to me. Again I waited and waited, until finally two guys who were talking about inventory stopped and one of the guys came to exchange my order.

Here is where the huge issue comes into play. He asked me why I was returning the item and I told him. Then he talked very poorly about his co-workers. Talking about how they only do the bare minimum and are lazy and with just a little more effort they could have found the correct part for me. Why, at any point, would one of your employees talk down about another employee, to a customer?? I mean really? The lady did what she could in what limited time we had. (The store was close to closing I think). I was not mad that she sold me the wrong one, we are human we make mistakes. I got a refund no big deal.

The big issue is how your other employees talk about each other and conduct themselves while in the presence of customers. You know, the people who buy the stuff from the mom and pop stores that give you all jobs. With that all being said I went on Amazon and found what I needed and had it shipped to my house for free. It's no wonder people are not using brick and mortar stores as much any more. People do not want all the drama and hassle of dealing with people who talk down to or about other people. Just like your response to my rating, you blamed me for the fact that you all sold me the...

UPDATED JULY 2022 REVIEW: Against my better judgment, my wife and I gave Charlie Wilson's a 2nd chance and purchased a new washer, dryer and microwave. A much better experience this time around. Fast and efficient delivery and installation of the washer and dryer. A couple of days later, fast and efficient delivery and installation of our new over-the-counter microwave. All-in-all, a much more positive experience. Increase rating from 1 to 4 stars as a result. We're very satisfied this time.

ORIGINAL 2019 REVIEW: Very annoyed with Charlie Wilson's today when we were told by their installer (while he was at our house installing a new dishwasher) that he DOES NOT install Jenn Air down-draft ranges.

Background: We purchased three Jenn Air appliances, refrigerator, dishwasher and down-draft range. Our sales associate assured us that installation was available for both the Jenn Air dishwasher and the range we purchased, and even went so far as to note this on our invoice with a line item that estimated a $230 installation cost for the range and a $130 installation cost for the dishwasher. To our surprise, we were told by the installer during the dishwasher installation, that he does not install down-draft ranges and we'd need to "call around" to find someone who does - really...?

If we had been informed during our purchase that the down-draft range installation was "our problem to figure out", we likely would've purchased our appliances from another dealer that really provided installation services for ALL of the appliances we purchased.

As a result, we're expecting delivery of our Jenn Air range early next week which will sit in our garage until we can find somebody to provide installation services.

SUPER ANNOYING and a makes it seem like Charlie Wilson's was more than willing to tell us what we wanted to hear in order to make the sale. We're not very happy with Charlie Wilson's and feel as if we were dealt with in a less than fully honest manner - which is a shame since the appliances really look great and we love supporting local independent businesses.

When I reached-out to Charlie Wilson's via their website, I received a lukewarm response which began with "...sorry for the misunderstanding..." in a crummy attempt to imply that I somehow "misunderstood" that the $230 line item on my invoice which estimated the installation cost of my range really didn't mean installation, but the $130 line item for dishwasher installation did mean installation. The only "misunderstanding" is that my wife and I didn't understand that we were being mis-lead during the sale. The installation of our downdraft range really is our problem to figure out. Way-to-go, Charlie Wilson's!

When I asked them to recommend other qualified installers, I got two names that appeared to be straight out of the phone book and not providers they've worked with previously.

The true measure of a customer-service organization is how they deal with problems. Fail...

We cannot recommend or refer our friends or neighbors to Charlie Wilson's based upon our experience.

Edit to Add: please see Charlie Wilson's (again) lukewarm response. It took them over a year to respond which basically serves to reveal their customer service culture. An example of subsequent family generations still riding the good reputational coattails from decades of Grandpa's hard work and customer service. ...

Charlie’s was once the best place in Louisville to buy a well-priced appliance with the expectation of excellent customer service. That is no longer the case. They present like they know a lot about the appliances they sell, (they do not) and that if you ever need repair, all you have to do is call them and they will dispatch the ironically named “Honest and Fair Repair Company” to take care of the problem. This is not the case.

In May, they praised this new brand of refrigerator and we bought the matching stove as well. The sale was easy and the salesman, Chris Kelly, seemed personable and easy to chat with. My husband and I were once again impressed.

Within a couple of days after receiving the refrigerator, it was clear the icemaker did not work and was not ever going to work. I called and asked for repair and never heard back. At all. We resorted to storing bags of ice in the freezer.

Last week when the refrigerator started to lose temperature, I called Chris and was told it was going to take a couple of days for “Honest and Fair Repair Company” to come out. When they did, the repairman acknowledged the broken ice maker and further told me that my brand new refrigerator was going to need parts that were only available from Turkey. (The country Turkey.) The repairman helpfully suggested I use a cooler until the parts arrived, whenever that may be.

I immediately called Chris (who had claimed he was there to solve any problems with the sale and I foolishly believed him); and explained to him that I now had a completely unusable refrigerator, and if the parts could only be obtained from Turkey (who knows when) then I needed a new refrigerator. He promised to jump right on it that minute, find where the parts could be accessed in the United States, and get right back with me.

And then a week passed. No status update, not so much as a courtesy call to say he hadn’t forgotten. When I called to check up today, he once again said he would jump right on calling someone (same thing he promised last week) “instead of waiting on emails.” All while I continue to use a cooler and not the Beko refrigerator I spent $2000 on.

So this is the same old story of a salesman trumpeting the qualities of his product and company - and laughing as I walk away having handed him a few thousand dollars.

Chris and Charlie Wilson’s misrepresented the refrigerator that I bought, cheerfully convincing me that repair would be competently handled, but never even mentioning that any parts would have to come from the Middle East. In fact, they told me that it was an “Italian” design. They said they would stand behind their sale. So, I don’t know if they are just ignorant about their product or just lying, but either way, I bought a bad refrigerator and they are not working very hard (hardly at all) on making it right. I suspect they won’t, and I just lost $2000.

If you choose to buy from them, make sure you understand, “implied warranty of...