Pattersons Home Appliances — Local services in Farragut

Our experience with Patterson’s has certainly been a mixed bag. First the positive. The salesperson we worked with, Brittany, was VERY good. She listened to our needs, made excellent recommendations, and has been friendly throughout the process. We had done some research and had an idea of what we wanted. She never tried to “up-sell” us. To date, she is the ONLY person at Patterson’s who has offered an apology when things went wrong, and has quickly returned calls when I’ve had to leave a message. I would give her 5 stars.

We have been pleased with the appliances we purchased when we remodeled our kitchen. The dishwasher is efficient and quiet. The stove is working out well. The refrigerator has been the issue. All the appliances were delivered on time on June 12th.

We needed the doors of the refrigerator to be hinged on the left side. Apparently they all come from the factory being hinged on the right. The delivery guys were not sure how to make the switch. The dishwasher installer happened to be there at the same time and tried to help them. There was difficulty, and we were told the refrigerator was defective. As it turned out, they had used power tools to make the switch and had over-tightened a screw which had broken off. That was not revealed to us until the 3rd delivery person tried to repair it, and told us what he found. That refrigerator was removed from our home, and a loaner was brought over. It was much smaller than we needed and was very dirty. We had to spend a good bit of time cleaning it before we could use it. A new refrigerator was ordered, and we were told it should arrive by the end of July. When I called on the designated day, Brittany was not there, so I spoke to someone in the office. Apparently, the refrigerator and NOT come in. I asked when to expect it, and was told October 27th. When the 27th came, and I had not heard anything, I went to Patterson’s to see what the issue was, and spoke to Brittany. She had not been informed of any of the issues. She said the truck was there, but had not been unloaded so she could not say if the appliance was on the truck. Later that day, she called to say it was not on the truck and it could be a while before it came in - she could not say for absolute sure when it would be in. I asked why we had never been contacted and was told their system is not really set up for that. They only get in touch with customers when THEY call with issues. As a former customer-service specialist, this is a POOR way to do it.

At that point, I asked if it was possible to cancel the order and she said it was. I ended up going to a big-box store and purchasing the very same model at the same price for which we had purchased the one at Patterson’s. It was delivered on time, and I decided to change the doors myself. The Whirlpool video demonstrated making the change without power tools. It took longer, but I successfully made the change with no issues. Patterson’s has now picked up the “loaner” and refunded the purchase price. I did not ask, and Patterson’s did not offer to make any consideration for our time and inconvenience. No one from management has ever called to “own” their mistakes and/or apologize. They were not pro-active once they knew they had dissatisfied customer. They never asked how they could make things better. I would give management 1 star at best.

Would I buy again from Patterson’s? It’s hard to say. I liked that they are a local business that you can reach without an extended phone tree. They DO respond when YOU call. The salesperson we dealt with, Brittany, was top-notch. However, I’m not impressed at all with management or their system of customer service, and if you have to place an order, it is anyone’s guess when it...

Wow...it's like they don't care anymore.....we used to love Patterson's and sent many, many people there. Spent thousands of dollars, bragged about their service, but already have quit buying there. I see some recent bad reviews, and agree 100% that they don't care about service, just the sales. You can do better at Costco or Lowes, we are. Our French door refridgerator has self closing drawers, and one doesn't close. We have a two year warranty and requested to have it fixed. We were set up for a service call when we called 45 days ago on March 1. The technician showed up a couple of weeks later and I was required to stay home during a 4 hour window. Turns out both our times were wasted because he had no parts, and the parts had to be ordered. Today, April 15, we called and were told that they have finally got that part in and would schedule a repair the 26th of April. Thats 56 days to fix our refridgerator. I called the corporate office and asked for help. I told them I had contacted the Knoxville location several times. I had called 3 times, and was told that the scheduler would contact me, but I never got one of those calls back. I looked online at the KitchenAid parts site, and it said I could get the part I need the next day! I asked the store if I could get the part for them, and I was told that the part was in, and I would get a call the next day to schedule me. That was two weeks ago. On the call today we were told the part just came in. Corporate office had excuses like people were sick and they just have a hard time getting parts. We bought close to $10,000 in stuff from Pattersons, because we wanted to buy local, not get big box stuff, and their promise of superior service. Because of this we just got a KitchenAid microwave drawer at Lowes. We got fantastic service and a much better price than Pattersons. Don't know what my next steps are, but I really can't recommend...

My wife and I have been loyal customers of Patterson for many years. I telephoned on a warranty repair in early November for a refrigerator that I bought from Patterson, I paid $99.95 for the warranty. I thought that my loyalty would result in decent customer service. I called them in late October. Technician came November 6 and said a part needed to be ordered. I never heard back from Patterson so I telephoned in late November and on December 8. On December 8, I was told that the part "just came in" and scheduled an appointment for December 10. Patterson said they would come between 10 and 12. I followed up at noon with Brittany and at 1:30 with Cody, TJ and John. It is 2:15 and the technician is still not here. If this is how Patterson treats a loyal customer, it makes me wonder how they will treat you.

I sent an e-mail to Sarah at 3:15 p.m. and included my telephone number. I have not heard back.

After my prior review, my wife received a telephone call from Billy. Billy said that Patterson discovered that the part for the refrigerator was broken when the part was put on the truck this morning. It made me wonder why no one told my wife and me this morning that the part that we had been waiting for almost five weeks was broken. It made my wonder why the part was not checked before the appointment was scheduled. So Patterson made us wait for five hours because no one was able or willing to tell us that the part was broken. It did explain why two of the people that I talked with earlier said that no one from Patterson was able reach the technician to give an update about when the technician would come. It is...