Gerrit's Appliances — Local services in Kentwood

I'm a little miffed by the negative reviews, as Garrett's has gone above and beyond to exceed my expectations. I originally ordered the new Frigidaire Professional series dishwasher and stove. The saleswoman, Brittany, was extremely helpful in the selection process. When the appliances got delivered, on install the stove would not slide all the way back, as it was hitting the gas bib. I could deal with a 1/2 inch gap between the wall and stove, but this stove stuck out about 2 inches. I called Garrett's and was directed to Bruce, one of the sales managers. Bruce shared with me that it's unfortunate, but it varies between model and manufacturer whether there will be a gas bib recess on the stove. He shared that the industry is in a current "oven volume" war. To remain competitive, many makes/models are removing this to make room for the additional internal oven volume.

I knew one manufacturer that had the gas line recess, Thermador. I asked Bruce if he'd be willing to swap out the ovens, provided I pay the difference. But, that I also wanted the matching dishwasher vs. the Fridgidaire, and that I'd be willing to pay the restocking fee on the dishwasher. I shared that though it's not really anyone's fault for not knowing the stove wouldn't fit, I didn't believe it's fair to levy the restocking fee on the stove. Bruce was in agreement and authorized the swap out.

I can't speak for the other reviewers bad experiences, I can just share mine. To put the above into context, brick and mortar stores do not operate on large margins for items sold, which is why their service and parts departments are so important. Car sales are like this as well. So, for Garett's to take a used Frigidaire back, without the restocking fee, that's actually a big deal. I was treated with respect and politeness, which is, I believe as a customer, all I can expect. Sometimes we get both, sometimes we get neither.

On delivery of the Thermador, the front control panel had gotten bent. I called the sales rep, Brittany, she apologized and indicated it was already on order. The service guys had notified her.

In closing, now days, I'm of the opinion it matters more on how a retailer treats you when you're unsatisfied, within realistic boundaries. Garrett's went above/beyond and has earned my loyalty as a customer for the rest of my tenure in the West...

Our builder purchased a gas stovetop oven from the store. 5 months later the oven was having persistent issues with starting. We called Gerrit's Service deptarment and they sent someone out. The tech had no idea what was causing the issue but attempted to fix it by clean the burner and replacing the starter. The issue continued but was impactful due to timing. 4 months later we realize the oven will be going out of warranty soon so we should really get them out again to get it fixed. The tech comes out and cleans the burner and replaces the ignitor. The tech says he thinks it should be fixed, but to feel free to call him if it comes back. The problem seemed to subside for a short period but came back after 3 months. Now we know we were out of the purchased product warranty but assumed we would be covered by a service warranty. So we called again, reporting that we are still having issues with the oven starting. A tech comes out and cleans the burner again, he tries it a few times and it seems to be lighting more often. A week later, we try to use it and we are seeing the issue again. At this point, we have given up on a Gerrit's Service tech fixing the issue, so we consider purchasing a new oven or going to someone else for repairs. Shortly after that, we get an invoice for $74.95 for the last service call. We promptly call asking why were are being charged for service that should have been covered by their service warranty. The service manager rudely disagrees and argues that the last service call wasn't covered by any warranty. To this date, Gerrit's refuses to recognize they sold us a non-functioning oven, and now they expect us to pay for a service call that still hasn't...

I debated putting 1 ⭐️instead of 2... Gerrit's wants to sell the items, but falls short of service and salesmanship as soon as your money is their money. We have ordered and purchased many appliances from Gerrit's over the years, mainly because of the local business aspect and the claim they service their items instead of a national call bank. However, we have had multiple issues with the things we bought from Gerrit's. And now it's time to write the 'review' I've been holding off writing hoping we won't have this experience again. But, here we are. Once again needing service for the items Gerrit's sold us. All issues with Gerrit's products and their service: having to chase down our sub zero refrigerator--that was IN and paid for, but no call to us--; the horrible experience of the sub zero installation--it took multiple hours and they brought the wrong one!!! ; got a dishwasher from them that had a mechanical flaw with the pod not being able to dissolve and wash the dishes; a brand new dryer from them that wouldn't operate properly after their installation; and now we have issues with the washing machine. The washer and dryer were purchased at Gerrit's, installed by Gerrit's and now the washer needs to be serviced by Gerrit's. All of the items were purchased less than 3 years ago. Not only is there a 2 week wait to get service for the washing machine, they are charging me ahead of time for the service call--which will be anytime between 12:30pm-5pm. So, no washing machine for 2 weeks (at least... cause they'll probably need to order a part that they don't have) and more money out of MY pocket. Gerrit's does not...