SK Lavery Appliance Company — Local services in Glastonbury

I really want to be happy about doing business with SK Lavery, but it’s just not possible. My wife and I are proud to support local businesses and are willing to pay a premium to support the people we share our community with. This is why in January 2021 we opted to shop and purchase both an undercounter and full size refrigerator from the newly opened Newington location. The salesperson indicated we’d have our undercounter unit in 2-3 weeks and our GE Cafe refrigerator in 6-8 weeks. No big deal, this was a preemptive purchase as we knew our 20 year old unit was nearing the end and had some time to shop for the model we really wanted. It’s now nearly April 2022 and the status of our refrigerator is still unknown. Our old refrigerator has since failed with SK providing a passable loaner after several days of back and forth because a host of different staff had FPT. During these 14 months it has been me, the customer reaching out to inquire about the status, estimated delivery dates that come and go, dock appointments that are made and missed, half hearted explanations about the GE factories just not manufacturing the model we have PAID FOR. I understand the national supply chain issues we’re facing right now, but coming from a retail career where my company really values our customers I cannot say that the staff at SK Lavery has made me feel the same. I don’t feel that they are advocating on the behalf of this customer or adequately communicating with myself or their suppliers. I shouldn’t be the one calling every other week, my salesperson or store management should be checking the status of these outstanding orders and contacting me when dates and appointments are missed. Making a customer feel valued, informed and that you are working on their behalf is a great way to ensure repeat business even when things don’t go as planned. Leaving a customer feel that they are being strung along and left in the dark is a sure fire way to lose any further business or positive recommendations. I’d really like to say they’re going to bat for me but I just can’t.

Update: The disappointment continues. After I posted the above review our salesperson contacted me to request that my review be taken down. After explaining that I posted an honest review of how I feel we’ve been treated and that the review reflects our experience it would not be coming down. That phone call was the first time in 15 months that our sales associate picked up the phone to call us without requiring myself to call first - to complain about a negative review. Now knowing that SK Lavery has seen the review I was hopeful that some more open communication practices would be implemented. Since that call to request my review be taken down I have not received any communication from SK Lavery. Due to continued lack of communication I am amending my rating down to one...

Ordered an entire kitchens worth of appliances with SK Lavery approximately 9 months ago. While I took delivery of the stove, hood and dish washer right away I did not take delivery of the refrigerator and was told they would hold it for us till our house was done being built in October. October rolled around and they had sold the refrigerator and could not get a new one because of the pandemic.

They were nice enough to supply a small loaner for 2 months until I went into the store and asked for an eta on our fridge. I was told they had no idea just like the countless times I called. I then suggested that we could possibly switch it out for something else. The sales associate suggested a more expensive fridge and kindly matched our original price. He promised it would be delivered in a week. My wife set time aside to be home for the delivery and they called her at the time it was supposed to be delivered and they said it was just not on the truck and they would be out the next day.

She then took time out of the next day to be home for the delivery and they delivered the fridge and hooked it up. 40 minutes after the delivery men left the fridge stopped working. After having to run through the SK Lavery phone system and listen to their obnoxious hold music for 30 minutes I was told it would be a week before a repair person could come out and look at the fridge. I told them I was going to loose all the food inside and what was I supposed to do until they came out. They were able to work some things around to get someone out the next day.

When the repairman came out he said the circuit breaker was bad and we needed to get an electrician out to change it. He then took a residential extension cord and plugged the fridge into another outlet. This knocked out all of the power to the house after he left. After I tried to get the power back on and failed my wife called SK Lavery to have the repairman come back out and fix what he broke. Rather than take responsibility for what he did he blamed my wife, yelled and berated her on the phone and was rude to me when I tried to get him to come out and fix the issue. After a 1/2 hour argument on the phone he finally came out and figured out how to get the power back on.

I called my own electrician to come out and fix the breaker that night and now the fridge works. I call the SK Lavery manager to complain about this entire saga and never received a simple apology. I would never recommend working with this company for anything unless you are looking for a nightmare...

Worst customer service ever! Bought 3 new appliances from the store in Glastonbury on June 14. After delivering and installing my appliances I found out the tray rotator in the microwave was broken. Called and talked to Dave and also sent e-mail with the photos for the part we needed. It took 3 weeks for us to receive the part to find out they ordered the wrong part. When I called I was upset and told the guy the part they had sent was the wrong part. He told me I need to contact someone in Newington because they were the ones that ordered the part. Tiffany from the Newington store was very helpful and I am hoping she will help me get the issue resolved. Every single salesman in the Glastonbury store is not willing to help, they are rude and don’t care. My experience today left in awe of how they treat their customers. I was told I talk too much, then he puts me on hold without even telling me. all I was asking is for a solution to my problem, every time I try to talk he will interrupt me. I know have been calling often to find out the status of the delivery of the part and all they say is that the part was shipped there is nothing they can do to help me out or to look when it would be delivered. Since they sent the wrong part we are back where we started still with a brand new Microwave that does not work properly because is missing a part.I went to this business because I wanted to support them versus the big box stores but their poor customer service and lack of quality control left me without any desire to do any further business with them. You can do...