KWR Appliances — Local services in Mauldin

So, the first thing to know about this place is that they're a used appliance store and that they don't offer refunds. It says so on their receipt and their website but they won't mention it to you when you're cashing out or anything, they'll just wait til you mention it first and then inform you. Second thing is that yes they do offer a 30 day warranty but if you don't opt for the $75 delivery then you'll be responsible for returning the equipment for warranty work. I say this because I purchased a washer and dryer for $450 and after bringing the washer up three flights of stairs, I turned on the washer and it wouldn't drain or spin. I contacted the owner, understandably upset and after they informed me about returning it myself for work, and then that I wouldn't be able to get a refund, finally they told me that they would send someone to pick up the washer the next day. Then I realized that the dryer knob to start was internally worn and just spun freely so I had to pull the knob off and use pliers to start it. And then after messing with the controls on the washer, working with the drain pump etc, it finally started to work but every time it either requires a bunch of effort to drain and spin or it works flawlessly. Now what should I do? Spend a morning bringing the appliances to the store just to argue with a tech about whether they're working or not when I have to hang around the washer the entire cycle to make sure it runs and then tinker with it when it doesn't? And when they refuse warranty work because it "works", I just eat my pride and bring the headache back home? I will say that the high points of the experience were being able to back a truck into the store to load the appliances, and they let me use their handtruck, and they gave me some cardboard to wedge between the washer and dryer.

BUT I will also say that when I called the store for the third or fourth time in 30 minutes to inform them that the washer wasn't working and (at the time) the dryer wasn't working, that they would send someone by the next day with a replacement for the washer and a free $40 yearlong warranty but I (regrettably) declined both after I got the washer working, I didn't think that it wouldn't be an everyday hassle and now I don't know where to go.

All in all, just be prepared for anything because you might have a smooth experience and you might not. Three stars because they did try to remedy the solution, and three stars because they make warranty work a headache and don't...

I recently purchased a refrigerator on November 18. The ticket number is 09571. I saw the ad on Facebook market place and chose to purchase this particular refrigerator because it came with a warranty where other sellers did not. My sister and I went to KWR appliances and purchased the refrigerator and our friend met us there with a pickup truck to take it home. While purchasing the item I asked several times about the warranty because I was skeptical about buying used appliances. He reassured me that if anything with wrong with the refrigerator in the first 30 days (except the ice maker), his service guys would come and fix it. If they couldn't fix it they would replace it. After the 30 days, my extended warranty would cover it. The fridge worked perfectly ( except for the ice maker) for about two weeks. The fridge then stopped working. When I called to get it fixed, he said I would have to bring it to the shop because I had picked it up instead of having it delivered. He also said that it would take at least a week or maybe longer to fix it. I can't go that long without a fridge so he told me I could exchange it. I drove an hour to go back to the shop to pick out a new one but none of the ones her offered were as good as the one I purchased. My issue is not with the fact that the warranty is voided if you pick up yourself, my issue is the fact that he NEVER informed me of that. Had he told me that, I would have paid the extra money for delivery knowing it's not feasible to hall a giant fridge back and forth for repairs that may be needed. On my ticket, under where my address should go is written p/u which I assume stands for pick up since they would not need my address to deliver. On that same ticket is is written that I have the KWR 30 day warranty and the extended warranty. Why would they even write that I have there 30 day warranty when they knew I was picking it up? I picked it up immediately after purchase, and he asked me before the purchase how I was getting it home so he knew I was taking it with me. Yet he still told me his service men would come out to fix problems and wrote it on my ticket! I went again to KWR to speak with him about it and he denied ever telling me I would be covered by the 30 day policy and would send a service man out but it would cost me $75! So now I am out my money and a working fridge during holiday season. I am...

My husband and I bought a washer and dryer from KWR, and the washing machine broke within a couple of weeks. After almost two weeks of trying to get someone to come to fix it (their agreement, because it was still under their 30 day "warranty") we were being promised that someone would come by multiple times. They never showed up, no reason, no apology. When we called to ask, every time they had a new excuse, like someone was off work, or went to an appointment, etc., but they also acted like they had never spoken to us before. They finally begrudgingly brought us a "loaner" washer that we realized after running a load through it that it was full of mold, even though you couldn't tell by looking inside the drum. Again, after calling them over and over they finally brought us a replacement washer. Now, a few months later, our dryer is dead. Just completely died one day when trying to start a load. The repairman at KWR said he would come by to look at it. He never showed up, then when I called his cell, claimed he had to go out of state for several days. (I called the store while he was supposedly still gone, and a man with the same sounding voice answered. When I asked his name during the call, he hesitated for quite some time, and then gave me what sounded like a made-up name - starting with the same letter as the repairman who supposedly wasn't there.) It's now almost two weeks after he was supposed to get back from his "trip" and he's made no attempt to contact me to come by.

EDIT 11-7-18: To respond to KWR's response: I did call the office number, and I spoke with "Jack". He was supposed to give my number to Rob to have him call me back so we could resolve this, but of course I never heard from him. Feel free to get my number from "Jack" and...