Edward's Kitchen Appl & Furniture — Local services in Town of Cheektowaga

I can not even rank Edwards Appliances in Depew, NY with even 1 star of recommendation. We thought it would be best to go through and support a small local business when buying brand new appliances for our first home. Boy, were we wrong!! We have absolutely nothing positive to say about our experience with them! We bought a brand new refrigerator from them, that ended up being broken. They wouldn't take it back within 24 hours of it not being at required temperature to keep food safely in it. Instead, all they could do was send service out days later. We expressed to them that we had small children in the house and my wife is pregnant, how it was very important that we needed a working refrigerator! Also, because that's what I paid for! We waited for service to come out 5 days later to find out our refrigerator was never charged and still had air in the lines. Not happy that we bought a BRAND new refrigerator, but instead received a damaged and repaired refrigerator, we had to wait 24 hours to see if it would get cold before we could put a claim in for them to exchange our refrigerator. It did, we finally had a working refrigerator and freezer after 5 days! Within 3 days, after service was out to fix it, it was broken again and not holding required temperature to keep food safely in, which meant we lost all our food! We called Edwards Appliances and wouldn't you know, there was nothing they could do besides send service out again a week later! AGAIN, we expressed to them how we have small children in the house and how my wife is pregnant. We also expressed how we just want a new refrigerator and deserve one, how we wanted one from the beginning and with it being broken AGAIN, we weren't understanding why Edwards just wouldn't get us a new one!! We were told by Edwards to go through GE customer relations. While not understanding why the Manager, Cole was telling us there was nothing he could do, I asked to speak to his manager Donna. The store associate refused to tell me when Donna is in the store to speak to her. Since she is "in and out of the store", I asked for her to call me, I NEVER received a phone call from her.

We also bought a $350 window AC unit the day we bought the refrigerator. When it was delivered with our refrigerator, they had to used a Dolly to bring it upstairs, which stained our carpets on our stairs. It ended up not fitting in our window, which then we tried to exchange it for a different size and got charged with a 20% restocking fee. We then had to wait a few more days for a smaller window AC to come in, placed it in our window and it was broken- it sounded like it was going to explode!! We called Edwards Appliances and they let us return it. I Made arrangements with the manager to bring it in the next day, to get reimbursed. I went to the store the next day like agreed upon, and no manager was there like being told he was going to be!! The associate said there was nothing he could do, who then began to mimic me, when I was already frustrated. The next day, I was finally able to return my AC unit and get reimbursed!

My refrigerator was delivered on July 13, 2017 and I am still without a working refrigerator as of July 29, 2017!! Stay away from Edwards Appliances- the customer service is pitiful, you receive broke appliances, your expected to happy with damaged and repaired appliances, you need to fight to return broken appliances, you get restocking fees, and simply they do not care about their customers- as simple as a phone call! As soon as they get the sale and their money, they don't care at all about you. Lesson learned and I hope this review will help others from the headache and nightmare we have been...

So many issues. The delivery guys were rude did not switch the way the dryer door opens claimed it needed to be done in store, though I was not told this until they were delivered. The delivery/install people also left the dryer vent hanging over our washer so that every time you open the washer door it hits the tube, and as a result is scratching the pretty navy matte finish of the washer. On top of all this we were informed by a tech that came out and looked at our washer as the spin cycle did not work (and they are brand new appliances), we were told we were sold a very complicated washer and dryer that needs to be updated online, despite letting them know I was looking for a basic washer and dryer with an agitator. I asked about doing a return and was told “the deal is done now, so we are done” by Manager Cole who has been very condescending rude and does not listen, he will just talk right over you, he also has what seems to be zero concern about the customers questions and when I told him how rude the delivery people were he denied it. Cole also said multiple times that they don’t do “that” bc they would not get enough deliveries in despite when being sold the products under the impression of being taken care of, not removing the plastic I can understand, but they did not adjust our stove height to the template we built for where our island will go once our countertop comes in, so now the heat from the burners is too low and could potentially start a fire. The Refrigerator door came dented and when the person came to replace the door he did not do the work and said Edward’s did not tell him it was a special door and he would have to come back another time when he had more time to do the replacement, and now we have a large box with replacement door sitting in our mudroom with not reschedule date. This whole experience has been a nightmare. The washer does not work and they will not return. The spin cycle cannot be changed clothes are dripping wet when the wash cycle is complete. I will be contacting the better business bureau. I have literally cried over this. We spent over 8thousand dollars there in one day and have been treated horribly. I can’t even change the spin cycle on my brand new washer. It doesn’t work for us because we do not have internet here as spectrum has to dig a line to the house, the person we bought the home from was in their 90’s when they passed and did not ever have internet at the home. I honestly am at a loss. I would love to have said what a great local business this was but this whole process has been absolutely disastrous I feel completely disrespected and used and taken advantage of because I trusted them to guide me on...

We had THE best customer service experience here from our salesman, Dan, to the courteous, careful, and professional delivery men. Everyone was knowledgeable, professional, and terrific to deal with! 10 star shop!

We had such a positive experience with Edward's for our fridge we decided to use them again for our new washer and dryer...unfortunately, this time NOT a good experience. I have an adult daughter with many developmental disabilities who doesn't have the patience for in store shopping. So I do the majority of my "legwork" first thru their email, explaining exactly what I'm looking for, what size washer, gas dryer, top loader, etc....and to see what is in stock and available now. Over the course of a week or more, I sent 5 or 6 emails, none of which were ever responded to. Finally, yesterday (Saturday, October 30th), when my husband was off, I went down to Edwards. My salesman was Eric Jablonski-Rice-he was courteous, knowledgeable about the appliances I looked at and answered all my questions.. . He knew from the get-go my budget was $2000 to include washer/dryer, delivery, set up, and sales tax. When I decided on the GE top load Model # GTW845CSNWS with matching dryer he went in back to check on availability. While he did that, I used calculator on my phone to figure price with sales tax. THE PRICE OF BOTH THE WASHER and GAS DRYER were clearly and boldly right on top of those machines. And even with the 8.75% sales tax was within my $2000 budget. When Eric returned, he told me they were in stock and total price would be $2229.32 !!! I told him that was impossible, that I just added the cost with sales tax because the prices were clearly on them. He immediately took those prices off, told me they were old, and no longer valid. I lost all trust then. I've worked in Sears for over 7 years, CVS for over 7 years, and that is something just not done in retail. So Edwards, you not only lost a sale that day, you lost my business. I bought a GE set from George's Appliance in Niagara Falls and it gets delivered in 2 weeks. Shame on...