Karl's TV, Appliance & Furniture Rapid City — Local services in Rapid City

I have been dealing with Karl's on and off for about 5 years in terms of repairs and sales. I have to say that the quality has been slowly decreasing year by year. This last year alone we have had multiple repairs done on 2 items.

One of those items was the water heater which needed to be repaired in the middle of winter. The first repair person came and did NOTHING saying that it was just an error. The second person took it apart and cleaned the burner. In the end it was fixed but it seems like a cash grab for them to send multiple people to repair one thing. Reason why I say that is because of the second item that needed a repair.

The second item was the washer. The washer died and after some digging I came to the conclusion that there was an issue with the switch under the lid, which I had mentioned to the repair person. The repair person then said it was the console that needed replacement (a $200 part minimum). I knew the console wasnt an issue because the dryer was still working and the drum would fill when set but wouldn't spin This repair person then takes over a week to get back to me with the part and "repairs" it. Guess what? IT DIDNT WORK! So he then looks into it more then determines it was the switch that was broken (who would have guessed??) But after he fixed the switch, by cutting the wire connected to the outlet and splicing it together with the wire on the machine bypassing the connector that had a grounding wire attachment (which I believe might be a fire hazard) he then says he needs to come back again because the console wasnt sticking on correctly because he "broke the tabs" that held it in place. It was now that I decided to look into it myself and found out that the repair person spliced the wire to fix it and that he actually bent the tabs to hold the console in. After straightening the tabs and finding other screws that he dropped below the unit, I was able to fix it up to a point where we didnt have issues for a year. That was our issue with their so called "repair service" and now we move on to the issue with their sales department.

Their sales department was nice but not reliable. The washer finally broke (probably because of that splicing job) and they were ordering us a new washer. This was great news because we were promised that it would take 2 weeks for it to come. Fine 2 weeks, we could manage that during Covid. Two weeks came and nothing, not even a call. So I called them. "Its coming next week, we will call you if anything comes up" a week passed and no call. I called them back and same thing "it's coming next week, we will call you if anything comes up" this goes on for a bit more till they finally said they would call me if anything comes up and I decided I no longer wanted to babysit them. I then get a call saying that it arrived and it wont be installed by July 2. Mind you the washer broke on May 17th of this year and we were moving out of town on the 30th of June. We needed out washer especially when getting ready to move and during Covid.

Karl's is not professional and will act on their best interests. They schedule times and dont show up on the time allotted, you would need a whole day off just to wait for them. They will do what they can to come in multiple times so you pay them more. And they dont care about you if you are purchasing something from them. Do not buy or patronize this establishment. You will only be wasting your time and money. Worst establishment I have ever had the displeasure of...

What a horrible place to do business with. Hands down the most horrible customer service my parents have ever received. My parents bought a brand new $2500 LG refrigerator from this store in September, Karl's delivered it and hooked it up, start to finish including removing their other refrigerator. In November, the 11th actually, while my mom was walking by the new frig, she sunk into the floor. they immediately shut the water off and called Karl's. Here there was a leak an internal part that had been leaking since installation and had ruined their kitchen floor, caused mold to grow on their drywall and damaged the insulation below the floor as well. Karl's said they had no servicemen at the time and they would call the people they had doing service for them to come and take a look. No one ever showed up until just last week. It was verified it was a broken part from LG and the man from another business which Karl's had contracted to do the work wrote a full report, took the broken part and left stating they may need a whole new door. In the mean time I got involved because Karl's flat told me they were not responsible for the damages and that is what homeowners was for. John, the Regional Manager, said that to me on the telephone. A water damage company came in and had 7 hurricane fans going for 7 days to try to dry everything up and they removed the mold too along with cutting out the drywall and removing the kitchen cabinets that needed moved. My step-father has cancer, my mother is on oxygen, their home is small. they have lived in complete chaos since November 11 with their brand new refrigerator sitting in their living room where it remains today. The refrigerator is not fixed yet either and my mom was told today by Frank at Karl's, that there is nothing more than can do it is LG's problem. I was a very loyal Karl's customer until this past year when I bought a brand new washer and dryer set and it took about 7 months to get my washer fixed that was broken when I bought it. My dryer also quit working at one point and I was told to use the laundry mat, they had no service people to send to take care of it for weeks. This is a buyer beware warning as of this post, Karl's will not work with my parents in any way, have not been helpful to them in any manner and washed their hands of it all. they did not stand behind there service agreements or the warranty. I will never again do business with this company, it is a...

Karl's does not rank customer satisfaction very high in their priorities. We purchased about $21,000. worth of appliances for our newly constructed custom home. Our sales person did a good job working with me as we were mostly working remotely/online to make selections. I do wish she would have asked more questions to help me actually pick appliances that would suit our lifestyle more closely. Otherwise I'd give her a 9 out of 10 rating.

My main disappointment is with our Thermador Wall Oven & complimentary Speed Oven. The wall oven circuit went out almost immediately after turning oven on, (right before Christmas) of course under warranty & thank goodness we also have a basement wall oven (LG) but after waiting 2 months for parts & still waiting, I cancelled repair & just wanted to return it. The Speed Oven has the same control panel as the Wall oven & it is NOT user friendly. First issue is that you have a Thermador "commercial" every time you want to use it (hit start button). Then there is no way to "mute" the sound very much so we have duct tape over the speaker to muffle the sound. Once its on & you want to set a time you can choose the quick 30 sec increments or you must SCROLL through the numbers to select a specific time. Takes about 4 steps. The clock/time also does not display if you're not actively using oven. I voiced these concerns after using the appliance only a couple of times. The policy is that I now have a "used" oven so they won't take it back just because I'm unhappy with it. Returns must be made in original packaging & within 15 days.....hmmmm, guess there is no way to know if it works unless you try it. Can you actually try appliances on the showroom floor or just look at them? If they had been willing to work with me on selecting a replacement or coming up with alternative appliances. I would have been willing to purchase it from them. Now, no way. I WOULD NOT RECOMMEND USING KARL'S APPLIANCES! Very unresponsive to any issues after the sale. I had to reach out & work with the Thermador/Bosch district sales rep. & although they helped get the return of the wall oven approved they were/are also unwilling to work to resolve the problem of a customer not happy with the product. I will be donating a Thermador Speed Oven to Habitat for Humanity that hopefully someone else will like & I will be purchasing my replacement...