Advantage Appliance — Local services in Mansfield

Somewhat mixed experience. Salesman was good showing us many options with plus and minuses for 2 refrigerators and a new gas range we are going to purchase. After going through choices we took a couple of days to do some measuring and considering what to purchase. Then, a couple of days later our 7+ year old Samsung washer gave up the ghost. It started making ungodly noises then it died. So we figured, well maybe seeing what we are about to purchase, might as well add a washer to the mix: went back to Advantage and got the same good reception from the sales guy. We bought a washer and were disappointed it would take 7 days for delivery but the price was OK so we said let's get it. We were told we would be notified on the Saturday preceding the expected Monday delivery. By Sunday morning we had not heard from the delivery people so my wife went on line and posted a question about our delivery. She got a response saying we had been notified by email. Problem was, it was not my email, they got it wrong. They responded with info saying delivery would be Monday 12-3 PM. So Monday we waited, and after 3 PM I called to get this response, (after a 5 minute hold) the delivery team will be there in a little while (or words to that effect) When I asked what a little while meant, I got another response something like in a while. So I told the clerk find out and let me know what 'a little while means'. I told them I expected delivery by 3:30 (half hour late after a 3 hour window) or I would need to be compensated for my inconvenience. I got a call back about 10 minutes later saying the team should be there in about 20 minutes. (Now pushing 40-45 mins late if they did show up) I told them it was too late, I would need to be compensated if they expected me to wait longer. So I told them I would be in the shop in a few minutes for a refund. It was clear, with absolutely no apology, only excuses the deliveries were running late and there were other customers whose delivery was late, on time deliveries are not important to them.. I guess that was suppose to make me feel good; not being alone in regards to their their on time incompetence. It is pretty terrible customer appreciation that when a delivery commitment can not be met, the supplier does not notify the customer. When we got to the shop the snotty clerk (he was upset with my agitated perspective) he told me he knew the deliveries were late but they did not call customers because it might make them be concerned. Anyway, aside from their incompetence in delivery, the shop has a good salesman and the prices, if somewhat tough to understand, are OK. Needless to say my $6000 other purchases will go to another store. It is unfortunate that a smallish local company can not recognize the need for superb customer service. In the heated discussion, the sales clerk (sort of) threatened he would not issue my credit and leave the charge for the purchase I never got! Superb service. Seems the bottom line is the shop appears to give good choices and are knowledgeable, prices are confusingly competitive, but if you are a stickler (I believe you get what you accept) for fair service you may want to consider my non on time experience delivery and absolutely unapologetic response topped off with a threat to charge me for a non delivered item.

The sad part of all this is: had they had the common sense, courtesy (call it what you like) to call me advising the deliveries were late, I would not have cancelled the order and I might have a washer now. Instead, they have this report,

I just read the response. It is clear the owner has no clue. 25 minutes after the delivery date, and I made NO DEMANDS, I was told the 'team' would be about 20 minutes more. 40 - 45 minutes late, He did not explain why we were not contacted Saturday. He did not explain why we were not contacted when the company knew the delivery would be late, he did not explain why we we threatened...

In September 2017 my KitchenAid fridge and dishwasher (circa 1998) decided to die. With the holidays approaching, I like most consumers, went to Home Depot and did not even consider the local small appliance dealer. That was my first big mistake! I ordered the shiny stainless steel Samsung French door fridge. It took 4 weeks for it to arrive and in less than 2 weeks the ice-maker broke. Come to find out, this is the #1 issue with Samsung refrigerators. Long story short, there was ZERO support from Home Depot. All I got was a Samsung support number that only took calls during a four-hour window of time M-F because they are in South Korea. Mind you, no one EVER answered at this number. I called Home Depot and insisted they come back and get the Samsung out of my house. I ordered another KitchenAid because they are better quality and still a US based company. I told the Home Depot sales clerk that I was having a large party on December 16th and wanted to be sure I had it by then. She assured me that it would be delivered by December 12th. On December 15th, I got a call from KitchenAid home offices and they were perplexed as to why HD gave me that date because they were backordered and it would not be arriving until December 28th and the dishwasher wouldn’t come until January. I was furious with Home Depot for this poor communication and service! Stay with me, it gets better! I was reminded of Advantage Appliance in Mansfield as I drove by one evening and looked at their website when I got home. They had the exact same refrigerator for the exact same price. I called spoke to Mark Saucier, Jr. and told him my story. He said he had one in the store and invited me to come and look at it. I mentioned that they also had the same dishwasher, but it was 75 dollars more. He matched the price that I received at Home Depot without any hesitation! By this time, it was Monday December 11th and my party was the 16th. I asked him when the fridge could be delivered and he said, “How about tomorrow, but the dishwasher wouldn’t be until the next week”. I was floored! I figured I could get by without the dishwasher, but not the fridge so I was thrilled! And it gets better! He called the next day to tell me that if I got the upgrade to the dishwasher, he could put me in for the rebate for it and I could have that delivered AND installed on Friday the 15th! Mark saved my party and my cleanup! He was so knowledgeable, calm, and kept me smiling with his fun humor and supportive attitude. It’s clear that he loves his job and working with people. He helped me calm down, listened to my frustration which made me feel better. His professionalism and astute service was impeccable and he followed up the within an hour after the installers left to see if I was happy. And I was! If you need large appliances, I would highly recommend talking with Mark Saucier, Jr. at Advantage Appliance in Mansfield, Mass. Next will be the stove and I will be returning there when the time comes. Excellent service from Mark!! Small businesses are better quality and service and Advantage Appliance had better prices comparatively than the other small business appliance stores around my area. They are the best by far! ...

My experience with Advantage Appliances was less than satisfying. I purchased three appliances from Advantage Appliances for a kitchen we remodeled. The cabinet supplier suggested Advantage. One of the appliances was a GE refrigerator/freezer. From day one, the refrigerator was loud. It sounds like an older model dishwasher is running. We did buy a GE Dishwasher and you can’t hear it running, but I can hear the refrigerator from four different rooms in my house. Compounding the situation, the refrigerator runs hourly for 20 to 30 minutes, even if it has not been opened in several hours. I was thinking that there was something wrong.

I went to see Dario about what could be done. I was willing to return this refrigerator with a restocking charge and would have bought another different model from them. He said “we don’t take returns once the appliance is out of the box”. I asked him, “how would I know how the refrigerator would perform when it is inside the box and not plugged in?” There was no answer to that question.

Dario did schedule a technician to visit my house. During the technicians visit, the refrigerator started to cycle and he asked if that was the noise. I said yes. He said that it was the normal sound. He realized that it could be heard in several rooms on the first floor of my house. We tested the refrigerator using an online decibel reader. It averaged 46 with a high on 48. I periodically test it when I get frustrated and I have gotten over 50 on several occasions. I then stated that I have two refrigerators that are both over 15 years old and neither one makes this loud of the noise nor do they cycle this much. He informed me that the newer one cycle frequently to save energy.

I guess I expected a little bit more customer service and empathy from a local appliance store. People tend to slam the big boxes, however my experience with them is that I can reach a resolution with them when product issues arise. Every one of the appliances I purchased had a higher price at Advantage, but I decided that working with a local appliance store would be worth the extra price. ...