Grand Appliance and TV — Local services in Round Lake Beach

Update AGAIN: as of 6/17 they still have not picked up our dishwasher although they scheduled us TWICE to be picked up. And better yet, the two days they were supposed to come they also did not even call us to tell us they weren’t coming. We can’t get a refund until they pick it up and get it to the warehouse. Every single ounce of this place is trash. Do not go here!

UPDATE: where are you willing to “work on pricing?” You REFUSED to negotiate when on the phone, you told us we HAVE to do the refund or pay the difference for the new dishwasher. You didn’t work on pricing at all so do not lie on a google review. not to mention your disrespectful laughing and disrespectful comments about how refunds work. corporate called today and they INSIST we have to pay the balance for a new model because the current model we have no longer exists. So we have to pay more for an “approved replacement” ???? How does that make sense. Why would we have to pay extra for a faulty appliance THEY sold??? We’re not asking for some higher brand item, THIS is the only replacement you have to offer us in exchange, so why would we have to pay a difference? THEN they offer a refund finally but they have to come take the dishwasher and once it makes it back to the warehouse, THEN they can issue a check. So now we’re supposed to put our trust in these random people AGAIN? what if it doesn’t make it to the warehouse, what if the workers who remove it damage it and they want to say we did it? Truly the WORST customer service I have ever dealt with. I will be spreading this word about this place everywhere. The absolute worst of the worst. Go ANYWHERE BUT HERE.

We bought a new dishwasher probably between 4-5 months ago at most. There was a sale going on and we got it at a discounted rate. We purchased the warranty as well. Over a month ago (so only a couple months after having it) it completely stopped cleaning the dishes. They were coming out just as dirty as they went in. We called, someone came out and claimed the “hot water” piece wasn’t working, so they came back another day to replace that.. still didn’t work. Pretty sure that was an excuse because they couldn’t figure out why. Another guy came out & said he couldn’t find another issue. They’ve been here 3 times at this point. We are fed up that just MONTHS ago we got this, and we are now out of a dishwasher. We call customer service several times, waiting on approval to replace it. Nobody got back to us for awhile, so my husband called Monday and they told him they would request a replacement. I called later that day & they said the replacement was approved and that the manager from our location of Grand Appliance would call to schedule the replacement delivery. He calls yesterday and rambles about how the cost has gone up for the dishwasher and is unsure if he can replace it. (Not his decision, customer service approved it) he then calls again today and claims it’s a completely discontinued item (but yesterday it was available, just the cost had gone up) this morning customer service told us the replacement of the exact dishwasher was approved. Zero communication between the store and customer service. The manager at the store tries to act like he’s going to give us a “better dishwasher” than what we had as a replacement and we looked it up and it costs more than what we paid because ours was ON SALE when we got it, but it’s not more than our actual dishwasher costs on any other day AND it doesn’t have 3 racks like ours did, etc. what we paid on sale is irrelevant. It was ON SALE. so now we’re at a stand still because there’s zero communication between customer service and the store. I wouldn’t ever ever ever buy from their again if it was the only store available. We paid for a warranty that weren’t even getting! A worse machine is NOT what we paid a warranty for. Do not buy anything here. The warranty...

UPDATE…. Yessss approved for an exchange yet IM AM RESPONSIBLE FOR INSTALLATION fee but they are COURTEOUS enough to WAVE it for me…… how nice… not sure why I am responsible for installing something the replacement of YOUR DISHWASHER THAT BROKE…. ICING ON THE CAKE… our dishwasher is discontinued… so now WE have to PAY $130 price difference for a (different model that’s replacing the one we have)… ours retailed for over $800 dollars… and the exchange one there trying to give us retail is just over $500…. Sooo….. after buying any and all pods, cleaners they said to buy to fix the problem and have been dealing with… and a broken dishwasher for a month now…. We somehow have to pay MORE… for a cheaper made dishwasher….. crazy guys….. watch you’re self with this company…… shady people….

ABSOLUTELY HORRIBLE…… DO NOT SHOP HERE…… Bought a dish washer about 5 months ago it stopped cleaning the dishes…. it’s been 4 WEEKS….. they have come out about 4 times now to “FIX IT” “ORDER PARTS”…..still no WORKING dish washer….. BOUGHT AND CLEANERS THEY RECOMMENDED…. NOTHING…. and NOW have to wait for ANOTHER TECHNICIAN from FRIGIDAIRE to come out and look at it again…. THEN….. DO THIS PROCESS ALL OVER AGAIN OF “FIX IT” “ORDER PARTS”…. Then they can replace the unit….

I CANNOT GET A REFUND…. Beyond shitty customer service….. very good sell when I bought it though…. “Oh we will take care of you” they will come and we will get it fixed… right away….. I would sincerely not recommend...

I wanted to share a story here. I recently needed a new stove because ours just hit the bucket finally. Went shopping around everywhere. Found the stove that met our needs at Grand Appliances on Rollins Rd. Except we didn’t get it. Like every human being we went elsewhere. We finally bought the same stove at Best Buy in Gurnee. Please if you are reading this do not buy any appliances from Best Buy. Needless to say, the installers that came scratched my brand new floors and than told us that it was us that did it. My husband and I were not present at the time they came with the new stove therefore I couldn’t say something at the time they were there. I have been fighting with the company for over a year now and still cannot get any money back from them. Now my washer finally hit the bucket too. We stopped at Grand Appliances on Saturday looking for a washer and dryer combo. We were greeted right away at the door by David and he went thru it all! Answered all our questions and helped us out. Told us to come back in 5 days as there was a sale on the washer/dryer that we were looking at. I came back after those 5 days and purchased the washer and dryer combo. Everything that I needed to know, David explained. He was very polite, respectful and very knowledgeable of the product he was selling. He also squeezed my delivery in for this Saturday which I am so thankful for. Thank you to Grand Appliances on Rollins Rd and to David for making my shopping...