Kelly's Appliances — Local services in Eugene

My GE front load clothes washing machine, just three years old, broke down and had to be repaired. I had purchased an extended warranty so parts and labor were covered. Repair man came out, did his little diagnosis and told me the parts which were needed, left, ordered the parts came back, repaired it, left.

A few minutes after he was gone, lo and behold, it broke down, AGAIN. Repair man had to return, and “fix“ it, AGAIN. And he did get it running like it was supposed to. Oh BOY! Finally! YAY!! All set!

HAHAHA! Just kidding.

A month and a half later, on Christmas Eve, it was, AGAIN, broken down. The kicker? Turns out suppliers are out of stock of the parts that are needed (looks like I’m not the only one having this breakdown issue with this particular Washing machine— a GE front loader— The demand for parts was out stripping the supply) The upshot? I was gonna have to wait until the end of March For the parts so I could again get it “repaired”.

Here it was— Christmas Eve, my washing machine is not working, and I’m Just really DONE. Not gonna play this game anymore. I was, indeed, really, REALLY angry. On top of everything with this machine is the fact thatI’ve had to replace THREE washers in about a seven year time period. Un-FREAKING-believable!

This is the wild state of mind I was in when I made the decision to call Kelly’s Appliances in Eugene Oregon and tell them that I want to buy the heavy duty, commercial grade Speed Queen front loading washer. I wanted it in white, I wanted the latch to be on the left side and the hinge of the door to be on the right side. Price of that machine in white is $2200+, $89 delivery and set up, plus haul away of the old machine, and new hoses. Final price ended up being about $2300 for everything. 12 months interest free to pay it off. Did not get pressured to buy an extended warranty because Speed Queen Front load washers have a 7 year parts and labor warranty. That standard with this machine.

I decided to explain the circumstances surrounding my decision to bite the bullet and Buy this particular washing machine because even though I was boiling mad… Not abusive… Just really frustrated and upset… so that I could share how well I was treated at Kelly’s by ALL the staff and sales people. The main salesman At Kelly’s I worked with was extremely courteous, bent over backwards to get the machine for me that I wanted as quickly as possible and was really good at communicating With me through the whole purchase process. I was a little disappointed because the particular machine I wanted had to be ordered because they didn’t have it in inventory. It took just about four weeks for their supplier to get it shipped to the store.

Once the washer arrived, The salesman contacted me immediately to set up a delivery date. It did take about five days before there was a slot for the delivery people to be able to get it out to my house. The delivery people were really good at communicating as well. I got notifications via text letting me know exactly when they were going to be arriving and they arrived exactly when they said they were going to. They got it hooked up perfectly, made sure it was operating perfectly. I couldn’t possibly be more satisfied.

I remember when “Kelly’s“ was still Oldfield’s Appliance here in Eugene. I remember when the Oldfield’s Building was first built, and I am fairly good friends with the people who owned the store. I purchased many things from Oldfield’s over the years and I was kind of sad when Kelly’s bought the store… But The good news is, they have honored Oldfield’s by maintaining excellent service… Something I always highly valued with Oldfield’s. Anyway, I feel real comfortable endorsing Kelly’s Appliance ‘s here in Eugene. I don’t think that anyone is going be disappointed if they make the decision to buy from them. I was 100% satisfied with the whole purchase experience this time. And I would definitely buy...

BUYER BEWARE - I would rate zero stars if I could. We visited several appliance stores and stopped in at Kelly's in Salem. We were fortunate to meet a salesperson named Greg. Greg was excellent and is the only part of our experience that we can say anything positive about Kellys. Above Greg up to the top of the management in Kelly's we experienced lies, broken commitments, and TONS of excuses. We purchased over $24,000 in appliances and their delivery team was horrible. They showed up, arrived early, seemed annoyed when they got there, and in general were incredibly unprofessional and rushed to deliver our 48" Cafe range, and 42" Cafe refrigerator, dishwasher and steam oven. They brought the wrong equipment to deliver a 48" range and damaged one of the feet of the range trying to shove their dolly under the feet (frightening to watch) and on the 42" refrigerator they tried to haul both of those heavy appliances with a simple dolly, not the specialized dollies they should have to deliver those heavy items. When delivering the refrigerator, they hit the top jamb of our double front doors when trying to get over the threshold. They damaged the door jamb and the top of the refrigerator. They also moved the heavy applianced by the door handles (likely not adequate to support the full weight of the units). I did not score points with the delivery drivers when I asked them to stop hoisting them around by the door handles (both refrigerator and 48" range)

They initially acknowledged their negligence and after several emails they sent their own contractor out to look at, and bid the work to fix or replace the door jamb that was cracked across a good part of the top board, and then once they received the bid, they had multiple excuses for one delay after another, until today when they fabricated a story that the annoyed delivery team likely concocted with the management that they hit the door jamb with the refrigerator because of my husband helping them, when in fact he was standing to the side in case the refrigerator fell off the small dolly, he did not want it to damage our house.

A series of poor customer service experiences with them passing the buck along to the next person in management, until it reached one of the Kelly owners who had the manager we were dealing with, give us the message that they were not responsible for anything. We learned this today after 4 months of going back and forth with them.

We asked them to come get our damaged refrigerator. I would steer clear of Kelly's if you want someone to stand behind their product and delivery.

BUYER BEWARE!

I just saw the disingrnious comment from the store owner -- folks, don't be fooled by any of their words. They are only words and no actions.

TO THE STORE OWNER THAT COMMENTED: Your Salem store knows how...

We recently needed a new refrigerator to replace a 14 year old one that had failed. I went to Kelly's because I had always gotten a "Square Deal" from them. I requested Brian Mumme as he had sold me other appliances and found him to be honest and easy to work with.

I wanted a white finish - NOT stainless steel - to match other appliances in the kitchen. This limited my selection, but Brian was quick to show me several good candidates. When we got to the Samsung 23 cu.ft. French Door model that fit our opening, I was a little sceptical...it had glass doors! It had a "Deli drawer"! It had a "Beverage center"! It was WiFi programmable! All things I didn't THINK I wanted. When Brian told me that that was the refrigerator that he owned (Good sales tactic!), that was enough to convince me that it was a good deal in even though the price was at the top end of my budget.

WAS I EVER WRONG! Now that I have used the fridge for five months, I really like every one of those features that I didn't want! Kelly's did the removal of the old fridge and installation of the new. On time...very careful...A+ job.

I highly recommend Kelly's, Brian Mumme, and the Samsung refrigerator. And have them do the delivery and installation -...