Downtown Appliance Home Center — Local services in Columbia Township

Very disappointed in our experience with Downtown Appliance. We went with them because we had already been unable to cook for weeks and they had the fastest delivery window-- but now it's well after the other places could have delivered a range and we're still without a stove.

I try to be a super chill customer. I absolutely understand manufacturer delays. What I cannot understand is why they will not communicate those delays to customers. If your appliance doesn't arrive as scheduled, they will not call you until the day of delivery. They also won't check the day before your delivery to make sure your appliance actually arrived or is on the truck for delivery to them.

My first delivery window, I got a call 30 minutes after the window started to tell me it wasn't there. The second try, I called the day before and found out it hadn't arrived on the last truck before the delivery window and my sales rep (Gene) had not asked anyone to check on it or make sure I knew if it didn't arrive. I would have been sitting around waiting for delivery again before I found out. The third try, I asked for a call if the appliance hadn't arrived and was still marked "awaiting shipment" from GE the day before the expected delivery. Dennis (the sales manager) said I would get a call if that happened... and I did not. Again, I didn't know my appliance was delayed until I called to confirm the delivery the day of.

Here is what the Downtown Appliance sales team will do when your appliance is repeatedly delayed: -- Blame not checking the shipment status on their vacations rather than the lack of planning for coverage when someone is gone. -- Blame their workload (totally get it, people are overworked, but this is a problem the owners can solve with more staff) -- Blame the manufacturer -- Ask you to call daily for updates because "anything you can do to help me stay on top of your order will help." -- Let the employee who said that take the blame for not checking the status and calling you... then continue to not check the status and not call you.

They will NOT: -- Call you to give you an update if your appliance doesn't arrive as scheduled -- Check the afternoon before your delivery window to make sure your appliance has actually shipped to them -- Apologize for not keeping their promise to check if the appliance shipped and call you if it did not. -- Admit that their lack of communication is difficult to plan around -- Issue a refund in any form other than paper check.

So, if you already have working appliances, don't mind needing to call if you want to get any sort of updates, and don't mind rearranging your schedule because nobody checks to see if the appliance actually shipped from the manufacturer until the morning of your delivery, maybe your experience will be great.

If you want to be kept informed when something doesn't come in as scheduled, or if you will have to take off work to be home for the delivery, I'd steer clear unless you're buying something they already...

Every person I interacted with was knowledgeable in their field and concerned for my business. I was treated with respect and grace even when my situation became complicated (see below). Logan really worked hard for me, so I want to call him out by name.

I needed a fridge for a new house ASAP, but I wanted to make sure it was the right fridge for the right space. Eventually I found what I liked (a Cafe). Downtown Appliance partially price-matched a competitor's incredible offer and could also get it to me 2 weeks sooner than the other guy (which made up any further difference in cost for me). In fact, no one in town could get me what I was looking for as fast as DA could. Delivery guys were awesome. They didn't mind me hovering a little, answered my questions, and they were alert about unnecessary contact they may have inside the house (it's high COVID season). Then we hit the aforementioned complication.

Because I wanted a very specific fridge on a very tight timeline, I had to order it sight-unseen and gamble on it fitting properly. Hard to explain in a review, but dimensions were tricky. Turns out, the hinge swings the door wider than anyone could have known without seeing it in person. Panicked, I called Logan to return it and get a different fridge. Before I bought the fridge, Logan had explained there was a restocking fee, so I was not surprised. What surprised me was the hustle to get me a different fridge that worked in the space. I no longer had the time to do my usual meticulous shopping, so I handed my list of "must-haves" to Logan and trusted his judgement to get me something good and quick. He delivered. 3 days later, delivery guys hauled the first fridge off and put the second fridge in (again with great care and attention). And the second fridge has been a dream. Bigger, but fits better (again, hard to explain briefly). Runs quieter. Makes ice more quickly. Cost less - enough less that I didn't even notice the restocking fee from the first fridge. I should have trusted Logan more with picking out the first fridge.

I cannot be more pleased with my experience at Downtown Appliance. We're all set on appliances for now, but I can say for certain...

Long review, but hopefully it’s helpful. We had a great experience with Downtown Appliance— from the showroom, to delivery, to the customer service when I was worried something was wrong with my new refrigerator after delivery. Eric in the showroom is really knowledgeable about the appliances sold at this business, and I did not feel pressured to purchase. When I had a question about what the most common problems with the fridge I was interested in might be he said, “let’s ask a service technician” and then went to find one! I appreciated that he didn’t have a stock answer or try to make something up. He also coordinated the delivery and installation of my appliances, making my purchase and delivery really stress free. I also want to mention how amazing the Speed Queen washer and dryer are that we purchased— the warranty is amazing, the set washes and dries efficiently and…functionally. It’s not fancy, instead they clean my clothes well and remove pet hair really great! The folks who delivered and set up the appliances did so efficiently, on time, and were really professional. I felt like they knew what to do and they took care not to damage my cabinets or drywall. Finally, when I was worried that the water dispenser on the new fridge was leaking— I placed a call to the store. It was Friday, end of day. Most employees had gone home. Instead of being pushed off to another day or time, my call was escalated to the owner, who then called to two techs to get an answer. I was given an explanation, in simple terms, and told to call back in an hour to report if the leak stopped once the new fridge cooled down bc both techs thought it would— and they were correct, there was no leak, just a girl who was really excited to use the water dispenser. I really appreciated the knowledge, the professionalism, product quality, and customer service here. Appliances are expensive but I feel like I have made a quality and lasting purchase from a business that can ensure...