Mrs. G Appliances — Local services in Lawrence Township

This was not my first time shopping at Mrs. G but certainly the last. A one-star review is generous and only offered because this is the lowest review possible. You can’t get a feel for their business practices when the sales are smooth, but you can learn a lot when there is a problem and how it is handled. In mid-November I bought an expensive Viking stove that turned out to be a total lemon. I do not hold Mrs. G at complete fault for the product’s reliability; I understand that Viking is most at fault for building an oven/stove unit that doesn’t work; however, as a paying and longtime customer of Mrs. G, I do expect professional delivery and installation of a working unit. The delivery was totally botched. The stove delivery process was a surprise to me due to the fact I was given a two hour window of time that took most of my day and that resulted in missing a 2nd shift of work. The process Mrs. G followed required three actual visits to my home and switched crews because no crew does the job from A to Z. Two hours ahead of my quoted delivery time, a couple of men arrived at my home to remove my old stove (luckily, I was home because this detail was never communicated to me as part of the process). Then the actual delivery crew came just outside of the window of quoted time, but this was not the final detail because then I had to wait an additional two hours for the first crew to come back to complete the installation. Losing the entire workday is the least infuriating part of this experience though because after all the waiting, the installers did not check the basic functions of the stove to verify it is in working condition. The installers left and then I discovered the convection fan was stuck in “on” position; therefore, we could not use our very expensive stove in normal cooking modes to prepare our thanksgiving meal. The frustration and saga just continue from here…It took a month to get a new switch to turn the oven off the faulty convection mode; then we learn this was only one of several problems with the unit. In the two months of owning the stove it has worked for only 2 weeks. I’ve had three repair visits since initial installation which have included: replacing door hinges, broken rack, bent rack guides and the oven door. I had to invest a lot of my time arranging for all the repairs through Viking on my own. Currently, the stove as well as broil and griddle do not work due to the spark module failure and the parts are on backorder for 5 months!!! I have spoken several times with the salesman, customer service rep, COO and general manager demanding actions. I was first promised a replacement oven, then a repair with an extended warranty but none of that at this time has been confirmed or delivered by Mrs. G. It seems that they are telling me what I want to hear but failing to take responsibility for the botched delivery of the broken appliance. Mrs. G has had two months to do something about this product disaster that they sold me. I do not expect a reply with an apology as they were fully aware of the problems and chose to do nothing. I am shocked that there is no accountability to work with and for a longtime customer such as myself. Quite simply Mrs. G. can’t be bothered, and the problem is mine alone to resolve. I want others to be aware of potential risks associated with shopping at this store. Also, you should do your own product research because their salespeople’s knowledge is mediocre and not reliable. The pricing is the same at most retailers so the poor service I have experienced was not at a lower...

Two replacements with one purchase and a clinic on customer service!

The Problem: My father’s 13 year old range stopped working. His Worry-free plan would not cover a repair on his old range since they (PSE&G) could not get parts. I offered to give dad my basic no frills range and started shopping for a replacement. The Shopping: My wife found a beautiful Samsung Black stainless dual oven at a local box store. We did our research on reliability, pricing and warranties. It was a popular unit but the pricing varied from store to store. Everyone offered a sale price, but the team over at Mrs Gs surpassed all expectations. Not only did Mrs Gs cost beat the competition, but their sales manager told me an additional savings would be available in about a week. I reached out to them a week later, confirmed the additional savings $$$ and made my purchase over the phone. Since the unit had a lot of intelligence (Smart Appliance), I elected to purchase an extended warranty - something I never normally do. To my surprise, even their warranty was less expensive than the competition. The Scheduling: Next was the scheduling of delivery...also painless. I received a call the day after my purchase on 12/28 and I was put on schedule for 12/30. My request to install the new unit at my home and to move my unit to my fathers home less than 5 miles away, was met with a simple ok. There would be a small fee, which I gladly paid to save my back and hassle of transporting a working appliance to another location and have it continue to “work”. The Delivery: Saturday arrived. The delivery crew called to tell me they were a half hour away then arrived on time. I showed them the old unit sitting on my recently refinished kitchen floor. My wife put felt pads so the old unit when we had the floors refinished so it slid right out and the guys patiently let me put new felt pads on the new range while they removed packing material. The installers put on shoe protectors (we provided) to prevent scratching my floor. They tested burners and lights and settings and recorded my serial number on the paperwork. My installation was perfect. The installers then followed me to my fathers home and removed his old stove and installed mine in his home. After the install, they tested burners and lights and made sure my father and I were completely satisfied. The Follow-up: The Sunday after installation, we received a phone call from the Store Manager to confirm our satisfaction with the purchase, the product and the process. I shared this story with him and shared my appreciation for everyone involved with my transaction. Needless to say, excellent customer service from the ENTIRE TEAM, in addition to the best prices, white-glove delivery, installation and timely follow up! Five out of five stars. Buy Local and...

Update on previous review of Mrs. G Appliances

I originally reviewed Mrs. G after buying a Speed Queen washer there. (Original review below) I felt like I had not been provided accurate information related to delivery charges and I was very disappointed. However, after my late night review, I received a call from my salesman first thing the next morning apologizing for his miscommunication. Further, he discounted the washer hose to half price and removed the $30 fee for basement delivery. I later received a call from Andrea Churner, Customer Experience Director, to ensure l was satisfied with the refund. She was very professional and advised that I should call her if I had any further issues. I really appreciated the quick response and personal care I received and the effort Mrs. G staff made to correct the situation.

I would also like to say that the washer l purchased is the best one I’ve ever had. The cycles are fast and the clothes get very clean. I definitely recommend Mrs. G for your appliance needs and highly recommend a Speed Queen washer.

Buyer beware!

I was in need of a washer and knew exactly what I wanted so I went online to Mrs. G to ascertain the price. A little note popped up to ask if I needed help. I responded that I wanted to know the total price for delivery, setup and removal and was advised that I would be contacted by a staff member shortly. Within fifteen minutes, one of the salesman, Matt, called and advised that it would be $120 for delivery, setup and removal and an additional $30 for a new hose. I later went into Mrs. G's to purchase the washer and Matt advised me of the total cost. It seemed higher than what I had calculated based on the price I had been quoted on the phone, so I asked him about it. He advised there was an additional $30 charge for the washer to be delivered to my basement. I wasn't happy, but I needed the washer so I paid it. When I got home, I reviewed the invoice and saw that I was charged $39.99 for the hose, despite having been told that the cost for it would be $30. So with the additional $30 for delivery to my basement and the additional $9.99 charged for the hose, I paid $39.99 over what I was originally quoted. I'm so irritated by this, especially given the significant amount I paid for the washer! I feel like I was taken advantage of and I really don't appreciate it. It's just totally unethical to quote a total price and later add additional costs. If I wasn't in such need of a washer I would've cancelled the order and purchased it elsewhere.

As of now, I can't review the washer since it hasn't been delivered yet. But let this review serve as a warning to review your invoice before paying for your purchase. Ensure that you're not charged more than what you...