Walts TV & Appliance — Local services in Tempe

Unprofessional, Unpersonable and Duplicitous!

We decided it was time to have the some of our speakers wired in the walls, update to a new stereo receiver, purchase a new TV and have it mounted on the wall. Walt's TV was suggested via the Home Advisor app, along with Best Buy and a couple others. This past Sunday, we wondered into the Tempe store to set up an appointment for a quote for the speaker wire install and see what they had to offer for receivers and TVs. A guy by the name of Matt. L (Design Director on his card)scheduled the appointment and proceeded to help us in our TV and mount search. He was quick to point out a high end floor model TV (Samsung 65KS9000 from 2016) which was in his words as good as new, with no problems whatsoever. It was a one time great deal and needless to say we loved it, but noticed a dark hazy blotch on the bottom right side of the TV. Matt assured us it was just a smudge and would come off when he had "his guys" clean it up. He also promised to put together info on the stereo recievers we were considering buying, as well as tv mount options. Fast forward to our monday afternoon in home consultation/quote. He arrives without the info package on the receivers/mount, tells us the in wall speaker wiring job would be difficult and seems uninterested in the install, until we mention the geek squad was also recommend by Home Advisor and would be coming to give us a quote today. Then he rambles off some trash talk about Best Buy and gives us a quote of $1200 or more. After the speaker install talk, he has the TV we were purchasing brought inside and set up for us. As he is going through the instructions, we notice the same hazy blotch on the screen and ask him about it. He admits his guys did not clean it up as promised but that the mark would come off with cleaner and a cloth, which he did not have on him (what TV install guy does not travel with screen cleaner to clean up the TV after install? Unprepared ones.) So we find our screen cleaner with a cloth and ask him to remove it for us. He cleans it, says the mark is gone and grabs his mobile payment machine for payment on the TV. But the mark was not gone and we mentioned it again, he then says the cleaner needs to soak in and it needs to be scrubbed harder, telling is we could remove it ourselves...but then why couldn't he?? This seemed immediately fishy to is and we had a feeling he was being dishonest about the blotch, so we asked him to take it back to Walt's have it cleaned so the blotch comes out, and to call us when it was done so we could then buy the TV blotch and worry free. This afternoon he texted us, not called! (Good customer service means actually talking to someone Matt/Walt's TV)to say the blotch was actually a flaw on the screen inside the TV, that it was being sent for repair and pulled from the floor. So how does a guy that sells TVs for a living not know the difference between a smudge and a blotch/picture flaw inside the TV? What kind of "pros" do they have working at Walt's? Our guess is he knew the difference, but tried to be a snake and sell it to us anyway. If we did not have such an unprofessional and bad experience with Matt .L at Walt's; we would be buying a different TV, getting our installs, speakers and stereo receiver from Walt's, but Best Buy and the geek squad gets our business. If i could rate this business lower than one star, I would. How can they have salespeople openly lying about flaws in the TVs they are selling; telling unsuspecting customers that they can scrub or clean said flaws off, and if he was not lying to us how can they have salespeople claiming to be "pros", not knowing if a TV has a smudge or a flaw on the screen? Save your time and money, don't deal with the duplicitous, unprofessional and unpersonable people at Walt's...

Ordered a 65 Q9FN Samsung tv from Richard at Walt’s. They gave me a good deal. Not quite the same deal as I would have received on eBay, but being they are an authorized reseller I decided it was worth the extra few hundred bucks. Richard was very friendly on the phone and the initial follow up was great. The tv was tracking to be received on 5/31 for 7 days after they shipped it from Fed Ex so I took the day off of work and arranged to be home. Fed Ex then at 3pm in the afternoon updated the shipped to be delivered on 6/3. So I wasted my day not visiting my own customers waiting for a delivery. I emailed Richard with my concerns that I may not be available to take delivery on 6/3 and he game me a generic response as is to brush me off. I asked him to call Fed Ex and see what happened but he didn’t so I ended up calling Fed Ex a bunch of times to get it arranged by 9am the latest on 6/3.

Richard initially told me that I should inspect the delivery and make notes with Fed Ex. That wasn’t the case at all. Fed Ex does not allow you to open the box so you take a chance that everything is ok. I do give credit that Walt’s did put the tv box in an extra heavy duty shipping box for extra protection. The shipper box was a little dinged up and had a few gashes but I took a chance and signed for it. I sent Richard a video from my Nest camera showing the Fed Ex driver telling me I couldn’t open to inspect it. I addressed my concerns with Richard that the tv was shipped sideways on the Fed Ex truck and possibly upside down because the shipper box that Walt’s packed the tv in doesn’t say which side is supposed to go up. I opened up the tv after I signed for a quick test and it turned on.

Richard never responded to my email leaving me with the feeling that once they get the sale, Walt’s doesn’t care anymore. That’s a shame. Being in sales myself I know the real value in proper follow up with customers that makes them feel appreciated that leads to future business. Walt’s missed the boat with that regard.

I set up the TV last night and it works great. No issues thus far. The TV was brand new and factory sealed as promised. Overall I am happy with my purchase but again I did take a risk a sign for a package I was led to believe I would be able to inspect upon delivery. I would recommend Walt’s over any EBay sellers that are not authorized resellers as they will sell you something that’s a return or refurbished and pass it off as new. With Walt’s you will get a brand new sealed item for a bit extra but don’t expect them to care much...

Be aware, they scam costumers trough Walmart online store. They shipped me a tv without signature or anything so I did not had to inspect the box. The package was in so bad condition that all the foam plastic inside was cracked or destroyed. I immediately throw it away as it was garbage pick up in the morning. When I turned the TV on the screen was cracked, then I noticed huge gash on the side of the box. I took picture of the box and tv (will attach it). Next day I called Walmart, they told me to text Walt’s, I texted first time- no response,, two days later I text again- no response. Almost a week later I text again and they did replied, asking me for pictures, I submit the pictures and the next day they emailed me their response that since original package could not be used and were gone they could not accept the return. I called Walmart - the case worker could not help me so I asked for a manager, waited 30 min for a manager that assured me that he will take care of it. After about 1.5 hours on the line the manager just hung up on me, no refund, nothing. Next day I called again, the case worker told me to wait, he checked everything and told me not to worry, he will take care of it. He told me I have to wait till Monday for a refund. I thanked him and thought everything was ok now, then I got an email, the guy just emailed to Walt’s Tv again and asked them to contact me. I got very angry at this point, in 3 weeks no TV, no money, no refund. I called again and finally someone who could speak English picked up, I explained the situation she promised me she would help. Now I have to take down a 70 pounds TV, they would pick it up and deal with Walt’s tv. After 3 weeks of headach I am not even close to my refund, it has been a complete nightmare. I am 100% sure the store just send you broken stuff just to get rid of that and you will be stuck with it forever with no refund. You has been warned. PS. Walt’s tv just emailed me claiming that since it has been more than 30 days that cannot accept a return. They just keep making up policies. And it’s not past 30 days. Update! I checked the BBB complaints and it Looks like they have this scam going on not only with me, if you don’t believe me go to BBB complaints and see for yourself. I will attach some of them here in...