East Coast Appliance — Local services in Norfolk

*Multiple updates: second install was done incorrectly correctly. Company will not follow up to fix their second incorrect install. Service is 0 stars. The only thing installed correctly is the dishwasher. 4 out of 5 appliances installed incorrectly or needed service calls in 6 weeks. Once they have your money, they don't care if it takes weeks to get to you. Service is 9-4 so good luck getting them on the phone if you have a job also. They'll tell you the reason they showed up to your service call, and can't do anything to fix it after youve waited a week, is because their boss keyed the service call incorrectly and theyre going to paperless so everything is "a train wreck" right now. Save your self the time and money, actually shop local, not this store. After 8k in appliances, the value is not here. They will waste your time and money, not call you back in reasonable time, swear their boss will call you, and you'll be left...with appliances that don't work. Enjoy! ** day 10: Day 10 without a working range hood. Service department has made no compensation for poor install. 8k in appliances and 2 improperly installed with service calls in less than 2 months. They offer no solutions, only excuses. Walt some random guy, Frank the ops manager, or the owner Rob won't respond to requests for help. Good luck! *Update Day 15 without a working range hood, tech was scheduled to come today. Haven't heard of an arrival window by 10:30 am. Call the store and I'm placed on hold for 10 minutes with out any indication that I was being asked to hold. This is after waiting in the cue for 20 minutes prior. Hang up and call back. Was told that it's really busy and everyone is calling on Monday so someone will get back with me. I can't make this up. They set the date, they have no answers, only excuses. It's painfully obvious not a lot of professionalism, management skills, or customer service skills from any of the staff, front in sales or back in service. It would kill someone to walk back to service and ask for assistance. They are "separate departments" but in the same building. *3 hours later, no call. Called the store and "Walt, the person managing the situation" left to go on vacation Friday so nothings been handled. Fantastic service. Was told someone would call me back and let me know what was happening. No call or tech appointment was actually ever made. went into the store and saw the service manager. Was told a tech would be at my home March 11th first thing at 7:30 am. It's 745 am and guess what...? *march 20th 7:25 pm. Was told the tech was going to be at my home between 4:30 and 7:30 today to repair the motor for our exhaust hood. Still no word. At least the consistency is bad and we know what to expect. The ops manager, the service manager, and the owner of the company have refused to do anything to compensate or speed the process up. after 90 days of usage, the unit began to leak oil from the motor housing. Inspected the unit to discover their "best installer" never installed the carbon filters. Manufacturer recommend changing the filters quarterly. After 3 months of use, I discovered the carbon filters weren't in place. Called east coast and asked if they can send someone out to clean the unit or extend the warranty since their second install was incorrect. No response for...

I will never use nor refer this company to anyone - especially not my business colleagues. I highly recommend you stay away from this company and just buy an appliance elsewhere. As I write this review, I am currently handing over $100 to pay for a replacement fridge due to the faulty one we bought from this same company (stupidly, I might add, as this was not the first time a fridge we bought from this company completely stopped working and ruined our food). Quick story: we bought a nice double fridge from them in 2024 and it stopped getting cold. We ate the loss and bought another one from ECA in March 2025 (a "refurbished" one), only for it to do the same thing at the start of this summer. This time, I investigated and found out it was due to a faulty gasket. (There was a huge slit at the bottom that wasn't detected until I pulled it. I currently have been trying to secure it using double-sided tape). We called them about it and, after arguing with the warranty company (it's still under warranty), they agreed to only replace the gasket. I explained that due to the large slit, bugs had been able to get in and the fridge needed to be REPLACED, not repaired. They refused. I spoke to the service department and they couldn't do anything. Keep in mind, the first fridge we bought from them they refused to haul away, claiming "infestation" (unproven), so we had to pay almost $200 to 1-800-JUNK to take that one away. Now, when I first called about this issue, it was June 2025. As I write this review, it is SEPTEMBER 2025, and the issue still has not been satisfactorily resolved and we'vebeen suffering with this faulty fridge. Two weeks ago, the same repairman came out, took our fridge sricker, and claimed we were getting a replacement delivered the next day because they didn't have anymore "refurbished" ones that they could take the gasket off of to do our repair. (Yes, he actually told me that.) Here I am thinking fortune has finally shined upon us, since we're getting the replacement, right? Nope. I hear nothing for two weeks. I finally call the Sevice department again yesterday and spoke to a nice man who said he saw the note, wasn't sure what the hold up was, but would have the store call us to set up a delivery time. Lo and behold, the guy on the phone setting up the appointment is not only rude and surly, but he advised that we have to PAY an additional $80 because we're getting a new one... why? Because they don't have anymore refurbished ones, and that's not their fault. We just have to take what they're offering or nothing at all. The best part? After forking over the money, I'm told they will NOT haul away the old refrigerator due to... guess what? Infestation. Infestation that came from THEIR faulty gasket and them taking 3 MONTHS to do something as simple as replacing said gasket so nothing COULD get in. This is the WORST customer service experience ever. The worst part? The victim is an old lady... a retired, widowed, sick senior citizen who needed a properly working fridge weeks ago. Never again, East Coast Appliance. Your service makes me miss places like Sears and...

I had two deliveries made to my house this week. The delivery personnel were as different as night and day. The first one was done by a team of three headed by Carlos. The people working on this team were strictly business. They were sent to my house to install a stove and that’s exactly what they did. Beyond saying hello and finding out where the stove was going to be installed, this team had no interest in communicating with us at all. When they were finished with the installation, my husband gave Carlos some money for himself and the other team members for a cup of coffee and thanked him again for doing the installation. Carlos quickly stuck the money in his pocket and barely said thank you so he could get back to his paperwork. My point is that Carlos and his team looked as if they were racing to see how fast they could complete this job. They did a good job installing my stove. It is working fine, but this is also a good example of how the human factor is being left behind when making a service call. Carlos could have taken a couple of minutes to talk with us about the stove and show us some of its features after the installation was complete. This would have been a much nicer way to end the installation and would have made me feel much more at ease feeling that I had an opportunity to ask questions if I had any. The second installation made to my house this week was done by Aaron. He installed a vent fan in my kitchen. Aaron was great! He was professional and friendly. He did the job that he was sent to do and he also communicated with me. Aaron completed the job in a reasonable amount of time without appearing to be racing to win a competition. After completing the installation, Aaron initiated talking with me about the vent fan and pointed out the features and how they work. When my husband gave Aaron some money for a cup of coffee and thanked him for doing the installation, Aaron smiled and said thank you in a sincere appreciative manner. This installation was a very pleasant experience. I wish all East Coast Appliance installation personnel could shadow Aaron and learn how to accomplish a great installation that includes performing the installation of a product and the human element of communicating with...