Kusel's Furniture & Appliance — Local services in Riverton

It takes a lot for me to leave a poor review, but here we are. Be wary of the follow-through on customer service if you do have any issues. The short story: incredible delays of service, different people telling me different things each time we've spoken, and ultimately a ~$2500 purchase for a fridge that still has damage from the delivery and installation that hasn't been fixed.

The long story: I ordered a refrigerator that I had delivered in mid February 2024. On delivery, the team advised that there was damage to one of the doors (a visible dent) but not to worry because they'd already ordered a replacement for it that they would deliver and install when it arrived. Expected ETA: next week. When I didn't hear back after two weeks, I began checking in. I wasn't too worried, because it was just a dent but I had also spent the most money I'd ever spent on an appliance with this, so obviously wanted one that didn't have damage. I was told each time I spoke to them that they had the door and they'd be arranging someone to call me to let me know when it could be delivered. There was never any follow-up call, and I kept having to call them again to check back in. I wasn't too worried, again - minor dent - but just wanted to make sure it was eventually taken care of. Finally, IN MAY, I spoke to someone who said they'd had trouble getting that door part in and it had only just arrived (if they'd just told me that from the beginning, rather than suggesting they had it in stock, that would've been great). The man I spoke to was great, he organized the date it could be dropped off while on the phone with me. They brought the new piece and installed it the next week.

Which leads to the current issue. The men that installed the new door let me know that an internal wire had snapped and the fridge couldn't hold power. When Kusel's first delivered the fridge they did have to remove the doors to fit it through my door - which they said was fairly common. Apparently when putting the doors back on they pinched one of the wires that led from the main frame into the door. When the team then replaced the door in May, that wire snapped, and the power went out in the entire fridge. This was told to me by the delivery team. The delivery team was able to do a quick fix in wrapping it in electrical tape so it could temporarily hold a charge, but advised I'd need to call the store to get an actual technician out. I thought, whew, good thing I purchased their warranty and called Kusel's while the crew was still out there. They asked for my email and said the technician would reach out to set up an appointment but would hopefully be able to see me before the end of the week. Like with the door delivery, I then never heard back.

I had a family emergency through July, and when I checked back in August because still nothing had been sent to me and I had heard nothing back in that entire time - the woman I spoke to then told me that they didn't arrange for a technician and that I was the one who knew my schedule best so I'd need to do it. Also because my refrigerator was a Frigidaire I had to actually call a different number for a different service: "T and T." I expressed frustration that this hadn't been told to me in May, and that the incredible delays after each time I spoke to them wasn't great and she said the person I spoke to probably didn't realize it was a Frigidaire fridge. She told me I'd need to call the new number and say I needed a technician out to look at my fridge. T and T service would then call Kusel's after I spoke with them to confirm the purchase/warranty and then arrange a technician. I have called that number two days in a row during business hours and reached VM. They called back 1x time at around 7PM and disconnected before I could even answer - when I immediately returned the call they then didn't answer.

I always want to support local stores and vendors, but suffice it to say I'll be relying on Home Depot (which DOES deliver appliances to Riverton) for future purchases, regardless of how this saga ends...

I visited Kusel's and purchased a refrigerator on June 10, 2014 and purchased a refrigerator which had to be special ordered. July 4th weekend....houseful of guests....no refrigerator! Called Kusel's, nice young woman answered and said she would get back to me that day........three days later, no call. Left message on answering machine...no reply. Called again and "whoops, thought Larry called". Finally received delivery of refrigerator and there was no icemaker. Promised to deliver and install icemaker. Two weeks later no icemaker....called Larry....on backorder...will have it out next week. After five weeks of driving to a C-store for ice I ordered an icemaker online.

In my opinion, this is poor customer service. I have purchased washer, dryer, stove, dishwasher from Kusel's in the past and had sterling service. Have recommended friends and acquaintances to use Kusel's rather than Home Depot because prices were competitive, service was satisfactory and business was kept local (as local as 75 miles away can be considered). I have made my last purchase from Kusel's and have made my last recommendation. Wonder why people use Home Depot or drive 200+ miles to buy appliances? I...

Damaged goods on delivery, lackluster customer support response.

Examine the merchandise for damage before accepting delivery, or just save yourself the time. Our new appliance was delivered damaged, clearly by an impact, and they have refused to exchange it for the same, or similar model.

Instead they have sent the issue in to the manufacturer for warranty repair. The service company ordered the parts, but some of them were damaged in transit. One part affecting one of the major functions of the appliance is on backorder and won't be in till TWO MONTHs after we...