Authorized Appliance — Local services in Maryland Heights

I was initially impressed by the services and value provided by purchasing appliances through Authorized Appliances instead of a big box store but I can no longer recommend them after the last 6 months of dealing with them. Full story below but to summarize, don’t expect any communication, especially about delivery delays, even when specifically asked and expect to be lied to to generate an additional sale.

I purchased a gas cooktop and wall oven in October with plenty of time for expected delays for our spring kitchen renovation. We ordered on our first visit to the show room because the cooktop had a long lead time but the oven showed to be in stock with only a couple of weeks delivery estimate. We confirmed with our sales contact (Cindy) that items that became available would go to the local warehouse, we would be notified they were received and then we could schedule for delivery on our schedule (even if it was a couple months out) and our warranty timeframe would start upon delivery and installation to our home, not the warehouse. So far, so good. We were only worried about our appliances arriving too early at that point but had the right answers to our concerns to make the purchase.

Fast forward 4 months, I hadn’t heard any updates from Cindy but I reached out to confirm we were still on track, she responded positively that we were but she needed to confirm the wall oven delivery date and she would get back to me that day. In the same email, she pushed a sales event on me and started pushing vent hoods to purchase. She never got back about the wall oven delivery but (naively), I thought no news was good news since she knew the timeline we were operating under and for all I knew, it was sitting in the warehouse waiting for us. Then, 5 months after order, we get a call that our cooktop is in and their warehouse is “filled to the brim” so they can’t hold it for us, force us to accept delivery right away and leave us to coordinate (paid for) installation down the line. The same happens for delivery of the subsequently purchased vent hood. At this point, we’re mildly frustrated but fine.

Now, 6 months after ordering, I send an email to Cindy asking for an update on the wall oven. After not hearing a response, I call her number and it’s disconnected, she no longer works at authorized appliance. I call the main number and Mary Beth tells me that those wall ovens are impossible to get, she has no idea why I was ever told they were in stock and we would be lucky to see a late July delivery. We can get our money back but we just wasted 6 months and now will have a finished kitchen without a major appliance. Nothing but a verbal apology and some supply chain excuses to show for it. If ANY of this was communicated I would be more understanding but the whole process has proven to be unsuccessful,...

I have nothing but the highest praise for Authorized Appliance. But, let me tell of my experience so that you understand this is no causal endorsement.

We have an older kitchen... remodeling and appliances back in the 80's. After repeated repairs, we finally decided we had to replace 3 of our appliances. The problem, we faced is that we did not want to remodel and create new spaces for these appliances. They had to fit in the spaces that the older appliances occupied. We tried looking on line, all of the box stores, and came away realizing we could not do this on our own.

We then were given the name of Authorized Appliance. And, from that, we started an email dialogue with Tyler, Account Manger, where he helped us work through the particular makes and models, that would work for us. We never visit their site, never meet Tyler, and never saw the physical appliances we purchased. (With all of this Covid-19 situation upon us, we did not want to run around visiting places).

And, then,. yesterday, Mike and Adam, came, delivered and installed the the Double Oven. And, they were amazing. They fitted the new oven in the spot where the old one was located. We were fearful that it would have to be jury-rigged to make it fit. But, they got it fitted perfectly. And, they, cleaned everything. When, it was all over, you would have thought the original remodeling would have been designed for that particular oven.

Again, I can not say enough to express how pleased with...

For a company that sells high end appliances, I would have expected better service. Although they eventually accepted the return of a $5k rangetop, they called me a liar and acted like they were doing me a favor when they delivered me a visibly damaged box and hid the damage so that I wouldn’t see it. When I went to meet Bob, the director of customer service, and show him the damage, he refused to shake my hand. Not a huge deal, but you know, I feel like a $35k purchase deserves a bit more class. BTW, this refund doesn’t help as much as it sounds since it will take over 2 months to get a new range from a different vendor. Then during my fridge install, they scratched my floor. Again, Bob, the director of customer service decided that he would pay the floor installer directly because he believes I am a liar. When I worked in retail, if we damaged someone’s property, we would pay them directly. There are too many high end appliance vendors in the area to settle...