Orville's Home Appliances — Local services in Town of Lancaster

Our experience with our local Orville's trumps any and all expectations we had. Working with our salesperson (Nick) was always an extremely positive and responsive experience from the onset. He was knowledgeable, flexible, and available making suggestions as appropriate. This was a large order consisting of all high end kitchen appliances requiring ordering and storage while segments our construction was completed. In the process an additional appliance was added without fanfare and again stored for the immediate term. Forced by the failure of our existing refrigerator we scheduled delivery of the large built-in refrigerator to be used outside the kitchen until the new flooring was installed/finished. Red safety flag! Immediately our sales representative secured a loaner refrigerator and had delivery made the following day.

Throughout this entire process I can't give high enough accolades to Orville's and their always available, knowledgeable, professional staff.

To continue on, recognizing the delivery team, again high marks for the gentlemen delivering the large built in refrigerator. With the challenge of multiple tiers of stone hardscape stairs with tight turns ending in a step-up to the front door all arrived outside unscathed (frig and stair edges.) The challenge of the product height through a standard door height opening with a staircase immediately adjacent further complicated by unfinished in floor heating membrane necessitated some moving expertise and sensitivity to my protective posture of the membrane. Well accomplished without any damage and successfully placed temporarily on the living room carpet. The team respectively disallowed the new refrigerator to be used prior to proper installation (tipping safety hazard) and diligently contacted their management team for a solution; hence their contact with the sales department and the provision of a loaner until proper installation is scheduled/complete. Above, beyond, and ultimate satisfaction for listening, advising, and owning proper resolution to...

First I will say that this review has nothing to do with Jen Chamberlin our sales rep in Victor. She is the best asset to your team. She is knowledgeable, concise, timely and dependable. She delivers on her word and even called me on her day off when things went south with our item.

However, the rest of my exchanges and experience with Your process left much to be desired. The service you offer after your sale is worth twice as much . Warranties are only as good as the companies that stand by them. And you did, but gosh did you make it a lot worse by all the leg work you put me through ...that you should have been doing for me ... your customer.

You referred me to other companies that neither of which were able to (physically by radius they service ) or wanted to help me. Both Said it was on your company to solve this for me. You didn’t deliver on communication with them during process or me ...as you said you would . I wasted too much time during my work day for days trying to get this resolved.

My Dryer was purchased in July... It was the top of the line, and I bought in confidence because of my prior history as a customer of yours and in confidence of the Speed Queen reputation. Neither delivered. Ultimately you returned to repair the unit , but it was after too much time was spent passing the blame and chasing you down to deliver.

Your guys that came to service my unit were fantastic...this situation was not their fault. A lot of heartache after the sale would have been avoided if your company had just made the appointment and taken ownership of the repair needed to correct things for me.

So with this, I am disappointed to say you have lost me as a customer. Because after the initial sale I don't matter to you ... you have proved it tenfold. -...

On Sunday 6/8/2025 we went to the Amherst store to purchase a washer. They didn’t have it stock so we were told we could go to the Waterhouse to pick up the item. We were fine with that.

We arrived to the location and there was a maroon pick up coming through the lot. He seemed in a hurry and I joked he wanted to get in line first. There was a box truck and a customer in the pick up area.

When it was our turn to back on and pick up, the truck on a hurry (an employee) was applying wheel chemicals and power washing his truck. In the customer pick up area.

As the washer was being strapped in, my boyfriend was sprayed by said “car wash” employee. My boyfriend said “hey bro can you give me 5? You just sprayed me.” No sorry. Just a dirty look.

Called and left a message. Supervisor, Phil, responded 3 days later (called Sunday. He was off Tuesday. Not sure what happened to Monday.). He made excuses for the kid driving and simply said sorry. He said he gave permission and the employee was off the clock. (Hope so bc my photos are time stamped.)

At the end of the day as a company I would question the management of Phil if he feels it’s ok to allow car washing in the only customer pick up dock. To make excuses instead of actually being remorseful. I would also question the side hustle of a car wash business or the liability of what goes on under management that is questionable.

Definitely moving on to a different appliance provider. We are redoing and buying additional properties and this is the second time using this company and...