Grand Appliance Factory Outlet — Local services in Crystal Lake

I had a wonderful experience working with Jorge at the Grand Appliance Factory Outlet store in Crystal Lake. This is not the main grand appliance store, but just a few doors down and has items that are perfectly functional but may have cosmetic imperfections.

I am a first time homeowner with no knowledge of appliances and needed a new dishwasher so I called ahead to see if he had any in stock. He told me he had a few that would work for me and to come on by. I went with my dad and he showed us the different dishwashers in the color I wanted. He was very patient and gracious to other patrons who came in while I was looking at the options. He was knowledgeable about all the items in the store and super patient with pulling out the ones I wanted to look at and answering all my questions.

I found one I wanted and he let us sit down to read through the install manual. After reading through, I decided I wanted to go with a different model and he was patient in showing us the other models. Ultimately, he found one that was perfect for me that had to be shipped from a warehouse. He processed the order and gave me his contact information.

Due to issues outside his control, there was a delay in which the dishwasher was lost in transit. During that tine, Jorge kept me up to date on the progress. He even had a backup plan to make things right in the event that the dishwasher did not show up. In the meantime, I also needed a new fridge so I went back over and he again let me look at all the models and helped me pick the right one (which also will match my new dishwasher).It was the same patient process where I was back and forth between two fridges. He did not push me to go for the more expensive one or pressure me into buying anything which I appreciated, but just helped answer my many questions.

My dishwasher was located (due to Jorge emailing and calling everyone while still managing the store) and I am so excited to pick up my new fridge and dishwasher tomorrow. No one will be able to tell they were from a "scratch and dent" store and they are high quality that will last me a long time and cost me nearly half the price... Not that I need a new oven, but he told me he would let me know if an oven matching my new appliances shows up just in case :)

My experience overall has been fantastic. I have been in the store several times now and he is usually running it by himself - I don't know how he does it! I would absolutely recommend this store and Jorge to anyone looking for a new appliance at a great rate. I was happy that he stayed on the case with the lost dishwasher and kept me updated....

A very frustrating experience with a company that doesn't understand their products, the manufacturer's support process, or stand behind their sales.

We purchased a GE Cafe' Style - Dual Fuel - range & oven in 2021 for $2,700. The salesperson assured us this was a top-of-the-line range that should last 10+ years. Here we are 3 - years in, the 1-yr warranty expired, and 4 of the 6 burner valves are leaking gas. A $700. repair. Grand's response... 'you should have purchased the extended warranty, we don't service those and we don't have a referral for any one in the area."

GE Customer service informed us that even if there wasn't a recall, they take the consumer's business and safety seriously. After finding a reputable local service person, we sent GE the materials list and our paid invoice for the diagnosis. GE offered to comp 1/2 the cost of the parts and to ship them to us overnight at their own expense.

Caveat Emptor when working with Appliance Stores that don't know their products, won't service what they sell, and have little concern for their customers after the sale.

IN RESPONSE TO THE REPLY BY GRAND... The people who work in your store don't seem to think you have any service capabilities. And there is something you could do... you could compensate us for the repair. You have our customer information and you know how to get...

Update: I am amending my review to a 3. Grand sent out two experienced installers and they reinstalled perfectly. It still should not take 5 days, repeated messages and this review, to get help. Original Review: Very disappointing!!!!! My new washer was installed while I was at work. When I arrived home I found what you see in the pictures. The unit is so far out of level that the dryer keeps sliding off to the right. It appears the wrong brackets were used And the dryer is hanging three inches off the front of washer. This is unsafe and looks terrible. I replied to the customer service text with these pictures. No response. I texted the sales person. He said CS would contact me....