Warners' Stellian Appliance — Local services in Kansas City

This is the first negative Google review I have ever posted. I would first like to acknowledge that the employees within the Northland location who I interacted with were all very professional, and that this review is more about my experience with Warner’s Stellian as a company and how they do business.

My family purchased a refrigerator from the Northland location in late January 2025. I was told that my experience would be championed by their exceptional customer service and fast resolution to any problems. Unfortunately, just the opposite was true.

After being shown the floor model, I had gone back and forth via email to get the price closer to the Home Depot price. During negotiations I was told that the fridge could be at my home by Monday, but once I sent the payment I was informed it would not be coming until Thursday… The delivery seemed to go smooth enough, the technicians were in and out at the time they said they would be there. I felt good about my purchase up to this point.

A few hours later, I turned on my kitchen lights and everyone noticed that our refrigerator had several large indentations on the doors, as well as some small dings along the tops of them. It looked as if Mike Tyson had owned it before us, despite it being sold as a brand new refrigerator. I returned to the showroom when they opened the next day to inspect the floor model again, and my sales rep looked at the pictures I had taken of my refrigerator and agreed that it was definitely damaged. She instructed me to email her the photos of the damaged refrigerator and she would follow up with me.

While I was under the impression that they’re a semi-local company (at least they would like you to believe they are), their service department is based out of Minnesota. They finally reached out to me via email a week after I initially brought the issue to the company’s attention, and then spoke with me via phone to discuss my options.

I was given the option to either deal with the damage and receive $140 (less than 10% of what I had paid for the fridge!) OR I could wait 4-6 weeks for them to come out to my house and attempt to replace the doors. ANY other company would simply swap out the damaged item with another one from their stock, and then fix it on THEIR OWN time in their warehouse. Instead, Warner’s Stellian basically told me to deal with the damage until they got around to fixing it in a few months, or just take $140.

Because I want the fridge I paid so much for to look as it should (plus it’s the first thing you see when you walk into our home), I said that they can come and fix the doors on the fridge. However, when they sent me the order forms for the replacement parts, I saw that they had only one door on the sheet. So I would have waited a month or two and still had a damaged item.

The final straw was after seeing the same exact model while I was in St. Louis at the Lowe’s Outlet (yes it is a real place) for only $700. It was marked down due to a small ding on one of the doors (something you could easily put a magnet over, rather than having several large dents) but otherwise worked perfectly. At this point, I emailed their corporate “customer care” line detailing my frustrations, and asking what the next steps would be due to my lack of satisfaction with their service to this point. I never received an email back, and decided to just cut out the middleman and buy the same model directly from Frigidaire’s website. I ended up paying almost $400 less INCLUDING installation.

Basically, in my experience, Warner’s Stellian is taking things that NFM, Home Depot and Lowe’s would discount due to damage and selling them for full price. Then, YOU get stuck with the damaged item while they reach out to the manufacturer to order parts (they don’t have them in stock themselves…).

Why even deal with the middleman? They’re not cheaper or faster, and I’ve received better customer service from the big box stores anyways. The only person who I felt even cared this had happened to me was the woman who sold me the fridge. You’ve...

Update- repair man finally came out. Two weeks after error code. Here’s what you get with a warranty. Process is 1. Call about error. 2. Service center orders a part. 3. Schedule appt for service once they have part. 4. Repair comes and tells you GUESS WE NEED DIFFERENT PARTS. Start over. If I could give zero stars I would.

The customer service in the store was great. Very professional and seemed knowledgeable. We dropped about 3k on a new dishwasher and got an error code within 2 weeks of it being installed. We also purchased a 3 year warranty. Without anyone even looking at the dishwasher they decided to order a part. Despite calling, since they have our money, there is no urgency, waiting on manufacturer, and a lot of 'we will get back to you'. We went local thinking that would be an advantage and I honestly don't think it is. Big box would have been equal. Once they make the sale, you are gonna get the same costumer service as anywhere else. We need a new dryer planned on returning,...

This company is new to me and was a bit skeptical, but as soon as I walked into the store and was greeted immediately by a representative it put me at ease. I was told that an associate would be with me promptly. With time given to view what the had on display the associate came up in a timely manner and was extremely professional and well versed. This associate didn’t try to push any certain item on my family, he listened to our needs and wants to the letter. He even recommended an item that was on the clearance section that was brand new and was a return item that would save us money. They had a very easy process and setup for delivery and disposal of the old equipment. Their delivery service is in house and showed up promptly, clean, and professional. Overall I will use this company for any future projects and would recommend them to anyone. Thank you for everything...