Marcella's Appliance Center — Local services in Town of Clifton Park

We shopped at Marcella's as we like to support local. Our dishwasher suddenly died and we had to get another one as I was going out of town the following week. Went in on Wednesday, had Alex as a salesperson and bought a dishwasher. As we couldn't wait for delivery, we went Friday morning to pick it up at the warehouse in Schenectady. Got home and had a licensed plumber/electrician hook it up. When we took it out of the box, the inside of the dishwasher had a horrid smell (as if it had been used). The paperwork inside of the dishwasher looked as if it had been wet and dried and had black mold on it. We thought this was odd. The front of the dishwasher also had some minor scratched and didn't have the protective film. We thought that was odd as well. When the dishwasher was taken out of the box, water (more than usual) went all over the floor. Again, odd. So, installed dishwasher and turned it on to make sure no leaks and water (like a huge river) immediately came pouring out the bottom of the door! We turned it off and couldn't see anything wrong except that the door seemed to be quite loose on the bottom and there were no adjustments. I immediately called Alex and was told I had to go through customer service and make a repair appointment so they could make sure it was installed correctly and then we could return it for a new one. So, after alot of run around with customer service, we had an appointment for their repair personnel to come look at it on Thursday (hubby had to take the day off work as I was out of town). So, Thursday comes, repairman comes and says everything is fine with the installation and that he had to order a brand new door and door seal! We said - no - we haven't even used this dishwasher (almost $500) and that was not acceptable. We wanted to return it and get a new one. So, I called Alex and was told the only thing we could do was pay 50% restocking charge and then get a new one! That they couldn't say the issues with the dishwasher were because they didn't install it! I said well your repairman said it was installed properly and that there was something wrong with the dishwasher. After several phones calls and being told they couldn't honor the return because they didn't install it (I said well I wasn't aware that a lemon of a dishwasher couldn't be covered under a manufacturer's warranty because they didn't install it!) - a complete run around. Finally, after going above Alex's head to a manager, and after getting a slight runaround from him we got a credit on the dishwasher and picked out a new one, over the phone, for us to pick up Saturday and we had to deliver the defective dishwasher. I have emailed Alex now (2x) to let him know he credited us for the cost of the dishwasher but didn't credit the sales tax. So, we have paid sales tax on 2 dishwashers but only own one! No customer service after you purchase something. Get the run around when you have issues because we didn't have Marcella's install the dishwasher......all I want is an email back that we can get credit for the sales tax. Probably won't buy from this company again. We made 2 trips to Schenectady (we live in SGF) (so 3 hours of travel) and got nothing for it. No nothing. Just a disappointed and frustrated customer. I spoke to Mr. Marcella. We got things worked out. For our troubles, he said he would add a year onto our warranty and we would receive an email. I have not received an email almost...

I don't review many items but felt it was necessary to offer a review here to protect new home owners or anyone who is considering using Marcella's in the future.

This company is where our home builder pointed us to contact regarding our included appliances. After we made our initial selections for our home, we decided to purchase a refrigerator and washer and dryer while we were there. Our Sales Rep, Karen Hart, was our point of contact and it appears that she is the primary cause of the poor customer service resulting in this review.

We "ordered" the item from Karen in May. She suggested we wait until the 4th of July sale to see what new sales might apply. She told us to "contact her and remind her to check on any special sale prices" (first customer service flag for us). We contacted her as requested and once again gave her the go ahead to order our refrigerator. Multiple times we reached out to inquire why our credit card had not been charged for the order, after being told that it would be. Throughout the process the communication from Karen was extremely scattered and the email responses to our phone and email requests were often very delayed and then were scattered and unclear.

Flash forward to three days before our delivery and out of the blue we receive an email that our chosen refrigerator is on back order and we will won't receive it on our new home on time. This was "ordered" almost 90 days ago and from all indications, our rep never actually ordered this item until just the past few days. No sense of urgency or any actual phone communication that Marcellas was not going to honor their deliver deadline. Instead, wean email note that we could receive a $50 discount if we selected the floor model from of their stores instead.

I'm really sorry to write this about a local business and I hope we simply had a representative that just not organized enough to manage dates and deadlines properly.

The one positive that gives this review some hope is that this company does seem to have fair pricing on their appliances. I can't recommend them to anyone as I feel their entire ordering system is extremely scattered and does not deliver on the customer service that someone purchasing a home or remodeling could feel confident...

We ordered 4 high end appliances (thermador and ge monogram) from this store. They were originally supposed to be delivered on 3/14, per our salesmen Ryan Caruso. I took the day off from work, however I never received a phone call nor a delivery.

Upon speaking to Ryan he stated that he emailed 2 people to schedule the delivery for that date and neither did thinking the other one did. After we called him out on this he eventually admitted it was his fault.

First of all this is no way to run a business. The next available delivery date was not until 4/18 because of availability issues. Due to this massive inconvenience and Ryan completely dropping the ball on my very high priced order Ryan promised us extended warranties on all of the appliances.

Fast forward to 4/18 the appliances arrived the delivery and installation crews were amazing. Super efficient helpful and friendly.

Upon inquiring about the extended warranties Ryan now is telling us (in April) it was only for the oven. So I contacted the store manager Robert Brilling who again was very friendly and helpful and said he would get the warranties taken care of.

It is now September 19th and although there have been countless emails back and forth promising we would receive an email from consumer protection services (cps) we have received nothing.

I wanted to wait until I received the warranties to post this review because obviously it would change it. However here we are 6 months after the initial expected delivery and we have no extended warranties we were promised.

We have more appliances to purchase and we will never come back to this store if this isn’t taken care of and will advise all of my friends and neighbors never to use them. We could have gotten the same appliances at a different small business for the same price with much better service and I will do that from this point on unless of course this is made right. I just wouldn’t use Ryan Caruso as my salesperson and would recommend to all my friends not to use him either.

I’ll be happy to update this review if and when I receive...