Prime Appliance Superstore — Local services in Superior

I really wanted to this review to be five stars. In general my fiancé and I strive to keep it local. This is why when we first visited the store and one of the salesmen came over wearing a chin diaper instead of having the mask pulled up over his nose, I decided to return to purchase a washer and dryer (albeit not from him). A few things to keep in mind- we were not shopping for high end stuff and was fully transparent about this while looking and purchasing. I don't think this had much bearing on our experience but maybe it did?

The 2nd visit to actually purchase the appliances was a better customer experience overall. We explained what we wanted, Josh helped us find it. We paid extra (reasonable imo) to have the washer and dryer delivered and installed. At this point I'm grateful we returned and look forward to singing Prime Appliances praises to anyone that listens.

The delivery itself was pretty quick, it took 4 days from the date of purchase and that spanned a weekend. However, the delivery experience is when it gets dicey. The delivery guys themselves were not overly friendly. I get it, they are moving heavy equipment in all kinds of environments and in our case it is a very old basement down old wooden stairs. They asked to have the basement door taken off which my fiancé immediately obliged. Once in the space one of them notes that the dryer won't fit because of an existing pipe and my fiancé told them no worries, he would take care of hooking up the dryer. They then tell him the washer is good to go and advise us not to run the washer for 24 hours since it was sitting in the warehouse and is cold. We think everything is set and good to go.

My fiancé builds a platform for the dryer to fit it where it needs to go and hooks everything up. We wait 48 hours and when we run the washer it immediately drains into our floor drain. We look for the washer manual but it's not with the one they left for the dryer. We then call Prime Appliance and let them know the issue. They advise they will send a repair person and it takes another 4 days for the gentleman to arrive. He looks at the washer and says the hose just needs to be bent at an angle to stop the syphoning action. The repairman is also baffled as to why the delivery guys told us to wait to run the washer. While down there with the repairman my fiancé finds the washer manual tucked in an unlikely spot between our furnace and a column. The manual clearly indicates how a hose that drains into a floor drain should be situated. He advises my fiancé what needs to be done and one U-shape later (also illustrated in the washer manual) it works like a charm.

I then contact Prime Appliance and ask for Josh. He is busy with a customer at the time. I end up talking to the chin diaper guy who explains he isn't sure why the repairman said that. Chin Diaper states over and over again that he is from warmer climates so he really wouldn't know about life up here. Eventually he ends up confirming with Josh that Josh would listen to the delivery guys over the repairman that they sent to the house. That seems odd... I then ask for an explanation of why we paid for installation when they didn't do it correctly and it was a simple shaping of the hose? Chin Diaper seems flummoxed by my questions and request for explanation. He keeps repeating over and over he can have Josh call me?? Not "I'm sorry what is your name and information so I can make sure to have Josh call you". It was him just acting confused and verifying what the delivery guys said was correct and he certainly was sorry for the inconvenience.

Chin Diaper could be just as much as a victim in this whole scenario as we are, however, his customer service and knowledge about the products he sells is about as good as his mask wearing technique. Also if he was bringing this to Josh's attention, why didn't Josh just have him take the message and call me back? This was a waste of time and an inconvenience to us and to the repairman.

Do better Prime Appliance. I won't be recommending...

So my wife and my daughter and granddaughter were in your store to look at new appliances one of the sales man greater them right away which was the only good part of his service. We looked around for a bit and then I asked the same guy if they had any suits available that would come in a stainless steel in black? He took his to the set asked for a price on that set to get an idea of course he had to point out that this was the cheaper suit and that the other set on the other side of the showroom was the top of the line and most expensive. Ok kind of rubbed me the wrong way but what ever he was getting the quote my family and I went to the top of the line stuff. And yes very nice. He comes back and starts explaining the features and says we have the scratch and dent of this model for a cheaper price. Well I lost it and asked the question of him what makes you think I don’t have money to spend you keep bringing up scratch and dent and how expensive this set is? His response was well you asked for a quote on the cheaper model. I will give him that but it gets better. I said but why are you assuming I don’t have money to spend. He came back with well maybe you should come back later and treat me a little nicer. So I am 50 years old and I don’t need to be talked to like I am 5 next your store was empty no one in there but employees at the time. I also have worked in retail for the past 15 years plus I never assume a customer doesn’t have money to spend that is why they are there. So we went to Home Depot and got what we wanted. And spent $7500 that day your...

I stopped in to look over refrigerators, having a few top choices. Josh soon met with me and he very thoroughly took me thru the aspects of each of my top choices, giving me great advice under a no pressure assistance.

I came back later with my daughter, who is my cooking and kitchen partner, and she and I looked through the refrigerators and Josh was again there to assist in a fun and informative way. He even stayed late after they closed and told us to take our time. He enthusiastically answer our questions and was very helpful.

Our fridge had died a day earlier and he saved a spot for delivery the next day. We made our choice and the fridge was delivered on time. The two young gentlemen who delivered the fridge were very friendly and a joy to have in my house. They took great care getting the old one out and the new one in. I was extremely happy with the delivery gentleman.

I am very pleased with every aspect of the purchase and will definitely be going back for my...