National Appliance — Local services in Town of Hempstead

Disappointed by a Shocking Turn in Customer Service After Years of Loyalty

I’ve been a loyal customer of this company for years, having previously enjoyed good service and even recommending them to others. Unfortunately, my most recent experience left me confused, frustrated, and deeply disappointed.

I called the store to purchase a dryer and spoke to a staff member (who I later found out was the owner's son). I wasn't sure if I needed a gas or electric dryer, so I asked for help identifying the type based on what I was seeing. I mentioned an electric cord and a large tubing, which we concluded was the air vent. At no point was I asked to check for a gas line or told that the vent position was critical—information that turned out to be essential.

I was told a dryer would be tagged in my name and ready for me the next morning. When I arrived, I confirmed (through a family member) that my dryer was gas, and proceeded to make a purchase based on what was available. No one asked me about the position of my vent, and I was not told that they only had one model with a side vent. I paid for the dryer and for additional services including delivery, installation, and moving my washer.

On delivery day, after uninstalling my washer and about to do the same with the dryer, the technician told me the job couldn’t be completed—I had been sold a rear-vent dryer, but my home setup required a side-vent model. I was also told the only side-vent unit was a GE dryer that was significantly more expensive. I was promised a follow-up call. That never came.

When I followed up myself at the store, the person who handled my original call claimed I had never mentioned the side vent (even though I had). It was only then I realized I had been speaking with the owner's son all along. I explained the misunderstanding could have been avoided if better questions were asked by both the son and the owner during the purchase process. Still, no solution was offered.

When I calmly went back to the store on Monday to ask about possible solutions—like modifying the current dryer—I was met with hostility. The owner, whose tone had completely shifted, told me outright that they no longer wanted my business, would not sell me the side-vent GE unit, and were refunding my money minus the delivery fee. No explanation was given for this sudden shift. I was told I was "lucky" to get any money back at all.

I left stunned. After years of doing business with them and referring others, I was essentially dismissed and treated as a problem rather than a customer. What could have been a teachable moment and a chance for a reputable business to do right by a returning customer instead became an unfortunate and unprofessional encounter.

I’m writing this review in hopes that the company will take this feedback seriously and address the gaps in communication, training, and customer relations. I wouldn’t wish this...

We have used this business for service on our appliances and after today will no longer be using them. The technician came to our house to diagnose an issue with our dryer and didn’t diagnose the issue. Based on the symptoms that we gave both verbally when making the appointment and to the tech when he arrived they are experienced enough to know that it was an issue with the hose, which we found out on our own after the tech said the dryer was working and left. When we called to discuss this we were passed from Helene to AJ who did nothing to remedy our concerns. He continuously cut me off when I was speaking and continued to do so after I asked him to let me finish what I was saying before he responded. I asked what could be done and he said ‘we’re just going around and around, I don’t know what to tell you, have a good day.’ Where is the customer service? Where is the ability to come to a compromise? Where is the ability to help?? We called you for help and you didn’t do that. AJ literally offered nothing and said that it’s on the homeowner to know what the issue is. Really? How is that possible? We aren’t technicians. I’ve worked in customer service/retail for most of my working life and this is not how you should treat people. Never once did I even raise my voice because I understand how to properly communicate. If I could give 0 stars for this review I would. This experience has left us feeling so disappointed and let down. Something could’ve been done to help us even if it was just having a little empathy and explaining what we needed to do to fix this issue. Maybe you could’ve retained a customer for the next issue but we now have a vey bitter taste about the...

Terrible!!!! I’ve used them to repair my washing machine they quoted me $310 to repair my motherboard thankfully I decided to purchase a new machine from somewhere else. Now a few months later same repair guy comes to service my dishwasher and tells me my motor is bad and again it’s $310 to repair. Funny how both repairs were strangely the same price. He was adamant that the dishwasher was a great machine and he would recommend I repair it. Unfortunately this time I did not go with my first thought to just purchase a new machine. I decided to do the repair. He comes to repair it after I had to keep contacting him to find out if the part had finally come in and immediately after my first use of the machine it leaks. I called the company and they told me to reach out to the same repair guy who couldn’t repair it in the first place. He returns and states that the machine is not leaking but yet my wood floors are clearly damaged and the towel I removed was soaking. He leaves. I attempt to use the machine again and guess what it’s leaking. Next time I will be using someone else who will do the job right. He was too busy rushing to make sure the job was done right. NEVER USING THIS...