Green River Appliance and Furniture — Local services in Owensboro

My husband and I had purchased a washer and dryer set from this company about ten years ago. Our experience at that time was very good. The sales rep that we dealt with was helpful and knowledgeable. On December 26th, we decided to purchase a set from them again. We were met with a very nice salesman with knowledge of the appliances we were interested in purchasing. We were told that there was a charge for every connector attributed to the use of these machines. We were also told that the extended warranty would cost $149 which will cover these units for 5 years more. Once were received the statement, the official charges went from $1400 to $2500. Upon further review, we noticed that the $149 was per unit, not as a pair, which is what we were led to believe at the beginning. We decided to go ahead and schedule the installation which was set for 12/31. On the day of installation the men that came to the house were asked to wear masks. Upon this request, one of them decided to respond with religious rhetoric instead of complying with our wishes in our home. After installed, the washing machine would not work properly. We contacted the company on Saturday 1/2/21 (they were closed on 1/1/21) to let them know of the problem. We were told that someone from the installation department would come out to take a look at the machine to see if they can discover the issue. Someone came by later that day and was unable to find the issue. We contacted them again the next day and the lady we spoke to had to have someone from the maintenance department come by. That person was scheduled to come to the house on 1/5/21 between noon and 3pm. After 4, we called the company again to make them aware that the maintenance person had not shown up yet. We had decided to have the company take back the washer and dryer for a refund. We were told that there would be a restocking fee for an item that does not work. After some arguing with the sales rep, we were told that she would have to contact the owner and then get back with us the next morning. After this call, we received a call from the maintenance department that they were on their way to us. A young man showed up after 5pm. After looking over the washer, it was determined that during the installation, the cold water tap had been stripped out. We were also informed that the installation was not done 100% correctly. So, it was determined that we would have to call a plumber to fix something that was broken by the installation crew. The next day, a plumber came out and fixed the issue rather quickly. We have yet to receive a call from Green River Appliance. We feel as though this company could have handled the situation better. We went from Thursday 12/31/20 to 1/6/21 with a very expensive unit that did not work properly. The water pressure was never checked to see if that could've been an issue until the maintenance tech came into the picture. We were told a trial run of both units had been conducted to ensure good working order, however, the very first normal use was unable to be fulfilled. An alarm code stopped the unit from completing a cycle. Overall, our experience was very...

Purchased 2 recliners from them and after they were delivered, one of the chairs had several problems, the power headrest would not move and the footrest made a loud popping noise and you could feel the pop in your leg as the footrest was lowered. The technician found that the headrest had not been set up by the delivery crew. After checking for the cause of the popping sound, she reported that the sound was most likely caused by the fabric catching and she hoped that the popping would stop after a week and assured me if it continued to call Green River in a week and they would look into it further. 10 days later the popping is still occurring and when I called this time, there tone had changed. Instead of assisting to fix the problem, they stated that the popping noise was coming from the fabric and if they sent out a technician and they thought that it was caused by the fabric I would have to pay a service call fee.

I was hoping that they would stand behind the products they sell, this defect was there the day they delivered the chairs, they know that, but are unwilling to address the issue.

UPDATE: 6 weeks later

I contacted Southern Motion directly, they have sent out a serviceman on 6/7/2021. He traced the problem to the footrest being improperly aligned. Made adjustments to the chair and now the chair works correctly as it should. The previous week I had asked Green River for a copy of the receipt for the repairman, again poor customer service and was not contacted about getting a copy of the receipt.

I am so disappointed in Green River, the popping noise was heard starting the day the chair was delivered, Green River came back and fixed the headrest, and I showed the employee the popping noise. She did partially raise the footrest one time and it did not pop. I informed her you have to recline all the way back and then come down and it would happen every time. She did this a half dozen times and it popped every time.

Her response was that it was fabric catching and if it was still doing it in a week give Green River a call and they would make it right. I called the following week and their attitude had changed. They said they could come out again but if they thought that it was the fabric popping I would have to pay a service call.

It was a misalignment that caused the fabric popping, it should not make a loud noise and shake the footrest.

At that point I called Southern Motion Direct and they were very professional, they lined up a repairman and fixed the chair.

Again I want to state I am very disappointed in Green River Appliance, I believe that this was something that they could have and...

We ordered our furniture the 2nd week of April. And didn't receive it until July 17th. We ordered 2 recliners a sofa and a love seat without a console. They called in the first week of June and said our furniture was in. But they only had 3 pieces instead of 4. Sara called me and said she only ordered one recliner and said it wouldn't be able to get until the first week of July. We did receive our money back for one recliner and our delivery fee. That's really the only good thing from this purchase. When the furniture was finally delivered they forgot one of the recliners. And the love seat had the console it it. Which wasn't what we ordered. When i called back to the store to ask talk to Sarah about the order she wouldn't take my call. I was transferred to Anna. She said she was the top of the food chain there and I could speak with her. I explained my situation and that we didn't receive the love seat we ordered. She said that she would have the Stacy call me when he looked up my order but wasn't really concerned about fixing our love seat we had ordered. Stacy did call me back and said they did make that style love seat without a console. But in July he said what was taking so long is that they had to build the frame for the love seat without a console. The delivery guys were awesome and Jeremy that called me about the delivery was very professional. But as far as Sarah she really needs to be more aware of what she orders and when something is ordered and that's not what the customer is receiving she really needs to let them know. And as for Stacy when looking up furniture please know what they do and don't have. And as far as Anna she wasn't concerned at all with getting this taken care of. Needless to say I will never buy anything else from Green...