Caldwell Appliance Store — Local services in Long View

Eight years ago, we remodeled our kitchen and purchased all new appliances from Caldwell Appliance, including a Bosch range, microwave, dishwasher and GE refrigerator. At that time, the sale went smoothly, delivery was prompt and the range kick drawer (which stopped working almost immediately) was repaired by Caldwell Appliance staff, although the fix did not last for more than a couple months. Recently, our microwave stopped working and the repairman evaluated it, along with the range drawer and a burner igniter, neither of which have worked in years. After telling us the microwave parts would be more expensive than purchasing a new one, I was instructed to visit the store and select a new one to be installed when the range was scheduled for repair. My husband and I visited the store and it was not a good shopping experience. None of the three people seated at the front acknowledged us and we found the microwaves and began to compare stocked items. Finally, a young man came over to us and we showed him the machine we thought would work. Since no prices are posted, the salesman told us he would check, but the machine we chose was on sale. We told him we would take that one, but wanted to know the price. When he came back from the front desk, he told us the machine was not on sale and the price was more than we expected. Since we had strolled through other parts of the store while we waited, we decided to not buy the microwave and to look at other stores. We rarely shop at Big Box stores and like to support local businesses so we drove to another store in Hickory and found the same model microwave for over $100 less than the Caldwell Appliance price. That machine has now been installed for 2 months and after several calls to Caldwell Appliance, we received a call from the repairman a few weeks ago to say he would be at our home within minutes. I explained it was not convenient for that time, but if he could wait a couple hours, it was possible. He called back less than 30 min. later and, again, I explained it was not a good time. A few days ago, I scheduled the repair with Mike and he told me the repairman could come on 12/5, but he might be able to make the repairs yesterday late afternoon. At 1:02 pm, the repairman left a vm stating he wanted to schedule the repairs and since I was in an appt, I returned his call at 1:50 pm and left a message that the rest of the afternoon would be great for the repair job. After discussing the lack of customer service and support, my husband and I decided we would no longer do business with Caldwell Appliance and I canceled scheduled repairs. My next call will be to Bosch whose customer service has always been excellent for us. I am sorry to leave a negative review for a local business, but the experience we had in the Caldwell Appliance store was what one expects from purchasing automobiles and even health care providers do a better job of scheduling than Caldwell Appliance's repair service. If you are looking for a locally owned appliance store that employs knowledgeable sales staff and competent after-sale service, there are better choices than...

I usually don't write reviews, much less long, negative or emotional ones. My 90's Kenmore range broil element went out, so I call Caldwell service dept, receiving a brusque directive to order my own parts from Sears Direct because they don't have those. No problem, I ordered bake element too, to be proactive, to avoid future services calls, and to maybe not be shamed for not being proactive. I scheduled a day, the guy was knowledgeable. But he made sure to tell me that no one ever orders their own parts, I didn't even need to because it was a circuit board issue (which Sears discontinued). I recalled the first conversation, explaining I do not place fault on others, ever, but at no point in any conversation, was a serice call offered, brainstorming or alternate explanations of what the problem could be. I asked "what could I have said to get the right direction?" "You ask for someone to look at it. that's what we do." I reminded that I just said "the broil element doesn't work, can you fix it, and no brainstorming was offered." the response was "so it was _'s fault." I repeated "I just said I don't place fault." He finished and left, making a point to say "bye" and I cried for a bit. My brainstorming husband that used to figure these things out, is passed. I'm young, intelligent and educated, own my own home, handle so much alone, and while i'm not a feminist, do think it's important that if you own a niche business, and people are already sacrificing time and money to ask you for help, please make sure they don't have to sacrifice their...

They used to be amazing but this is a joke of a place now. They are so incredibly disorganized, they don't communicate with the customer or with each other! We've been faithful customers for years, they screwed up with our last purchase but we still decided to give them another chance by buying a washer and dryer unit. They were supposed to deliver it to our rental unit and they delayed the scheduled delivery for a whole week. We had to continue calling them because they were not communicating in advance. We then decided to just pay for a U-Haul and install it ourselves. When we got to their location, they couldn't find the washer-dryer so we had to go to their second location only to find out they had delivered it to another customer! So they didn't even have it in store at this point and our tenants had been waiting for a week for this! They had another washer-dryer but one of the legs was broken so they had to fix it. We then took it to the rental unit only to find out it didn't have the plug-in cable attached. What a nightmare these people!!!! I'd be embarrassed to work here and this is the LAST time we'll ever buy...