Big Red Appliance and Mattress — Local services in Milford

2 bad experiences with this business over the last year. First, we purchased a new dishwasher because I couldn't get the part to fix ours in a timely manner. We were told delivery would be the next day. That didn't happen. A week later, I finally got in contact with their delivery team, only to be told that the next available delivery date wasn't for another 2 weeks. I called and spoke to the store, they offered no resolution. I canceled my order because the parts for my broken dishwasher arrived and I just fixed it.

The second experience is ongoing. My 30 year old refrigerator in my garage stopped working. I called several places and Big Red was the only place who had something that could be delivered that same day. Reluctantly, I tried it again. This time, the delivery went smoothly and everything seemed great. 1 week later, the refrigerator stops working. It's in my garage, so I don't notice right away, and I lost hundreds of dollars worth of food. I called the store, it's under warranty and A1 Appliances calls me directly to arrange a service call. Long story longer, the fridge can't be fixed right away and they have to order a part that, 2 months later, still has not been received by A1 appliances.

I spoke with the store who advised me to ask A1 appliances to declare the fridge unrepairable, but they can't do that because it is repairable, the part is just on a serious backorder. I called and asked the store for a different resolution, but I was told it's under a manufacturer warranty and there is nothing Big Red can do about it. I emailed the owner 2 weeks ago and again this morning, but no response from him. When I was looking to buy something, he responded in under an hour. When I want a legitimate concern addressed, can't get a response.

When your product stops working almost immediately, you should make that customer whole. Months later, no resolution and no working fridge. I asked to return the fridge and get a new one, no response. Maybe this post will generate a conversation.

• In response to the store's response: Sir, the installation company told me they were never contacted prior to my phone call to them. And it was a week, and then 2 weeks until they were able to make it out. My part arrived in 2 weeks, which is why the order was canceled. To your next point, I have now sent 2 emails to the same account, on the same email thread I used to purchase the refrigerator. So my apologies, but I don't believe that you haven't received either. Regardless,...

We recently purchased an Electrolux washer and dryer from Big Red Appliances and Mattress. In my 02/01/2025 email to the owner, I expressed my concern about the salesperson's excessive "mansplaining," which seems to occur more often than it should. After finalizing our purchase, we were given a delivery date that Big Red changed the day before the scheduled delivery. While it was inconvenient to wait an extra day, we understood that things happen.

On the actual delivery day, two delivery men arrived, but we were immediately hit by the overpowering smell of weed. It was surprising and disappointing that they felt the need to smoke before making a delivery. I noted this in my email to the owner as well. Aside from that unsettling experience, the delivery itself went smoothly, and we were pleased to have our new appliances.

However, when I went to fill out the rebate forms, I discovered a discrepancy between the advertised rebates on Big Red’s website and the actual rebate we qualified for. Instead of the promised $150, we were only eligible for $100, which I also brought to the owner’s attention. Despite the owner's email assurances dated 02/01/2025, Tim stated that he could help resolve the issue, but it was clear to me that he could not do anything since the rebate had already been submitted. Electrolux won't allow us to submit a new rebate for the same items.

Tim suggested I call the store to sort things out, but I felt it wasn’t worth my time since there was nothing he could do about it, which was explained to him. Ultimately, the advertised rebate and what we received did not match, which was disappointing.

In conclusion, I recommend shopping around and finding a store where you feel comfortable. If you do decide to go with Big Red, manage your expectations; you might not find a significant difference from other retailers.

Also, it should be mentioned that Tim has our name, address, 02/01/2025 email address, phone number and that he also has the invoice number, so ANY claim by Big Red that he doesn't know who we are is false... GO BACK AND READ YOUR EMAILS TIM.

Tim, the reality is that "Good or Great Customer Service" is a rarity and poor customer service is the growing norm... Do not call or text us about this issue. Your company had the chance when we visited your website. Your company had the chance when my wife went to your store. Your company had the chance when the delivery was made. Your company had the chance when we emailed you...

Follow up part 2) Thank you for your reply, but I need to clarify the facts, since your response is misleading. I reached out to you, as the owner, multiple times over that month, Each time, I was told I would receive a call back, not from only your employees, but you personally which never happened. I also spoke with your son directly again for over three months he followed up and spoke to me maybe three times and then after that, no follow-up.

As a business owner myself, I understand how important communication and accountability are, which is why I documented everything, including call logs and recordings. If you’d prefer, I can update this review to include the specific dates, times, and even screenshots to support my claims.

It’s unfortunate that instead of addressing the issue and standing behind your product, you’ve chosen to misrepresent the timeline.

I should not need to contact the manufacturer when the product never worked since the day it came out of your building. This is a responsibility that should been taken care of from you and your staff. You were selling products that are defective and not working straight off your showcase floor.

Part 1) I purchased a brand-new dryer around December 3rd from the Kentucky location, which is operated by the owner’s son. Initially, he was responsive and seemed willing to help. However, communication quickly declined. Despite multiple attempts to reach out over the past five months, I have not received a resolution.

I also contacted the owner at the Milford location several times. Each time, I was either told he would call me back or an employee would answer and assure me he’d return my call—but that never happened. As of today, it’s been three weeks since my last follow-up, and I’ve still received no response or update. This is extremely disappointing, especially considering the owner is on-site and aware of...