Grand Appliance and TV — Local services in Village of Germantown

Getting an ice maker installed has been a truly horrible experience. The first one they brought was damaged and leaking and they left us to deal with the water mess and removal. Then they couldn’t get an exact replacement but assured us this new model was the exact same size and would be no problem, but we would have to wait several weeks to get it. Eventually they brought a new one and left it in the middle of the kitchen with no words - literally dropped it there and left and I had to call to find out why it wasn’t installed. They said it was just scheduled for delivery but not installation, no further reason given. Then we had to wait another couple of weeks and they came back and the installer said he had to “do some research” because he never saw this model and the pipes wouldn’t allow it to fit in the hole - on this new "exact same specs" unit the holes are on the opposite side and required hard pipes instead of flex pipes. After a week or so of nothing, I followed up and apparently nothing happened on the backend whatsoever - nobody has a clue what the pipe issue is, no research was done, we were just forgotten about. Now it’s scheduled to be installed next week and still nobody has any idea if it will fit and nobody seems to have a clue. I’ve mentioned this pipe issue to the sales person at least 5 times and he said he “didn’t remember” any pipe issue as of today. We have been dealing with this for 2 months now! We are beyond unimpressed and frustrated. This has been so mishandled for weeks now. We have had to do so much follow up and yet here we are, out the money and with no ice maker. The last conversation I had with the sales person today was him telling me that this issue is our fault because we were given the specs, however we bought a different unit that they could not supply and this new one is clearly different, even according to the installer. How this is "our fault" is beyond me. It was built according to the specs we were given, but the ice maker is not what we bought. I've asked multiple times to be given contact info to a higher up so that someone can actually help me because he clearly cannot, and he said I needed to "contact customer service."

We spent a ton of money on an appliance package for a new build with Grand Appliance and to be treated this way after spending thousands upon thousands of dollars with them is just so disappointing. It would be bad even if we just bought this ice maker, but knowing how much money we gave them just makes it worse.

UPDATE: The "several proposals" offered was an extended warranty (on an ice maker that they can't install) and free installation (which I have asked for a $ amount on at least 5 times to two different people and I've gotten no answer). I have begged and pleaded with multiple people to talk to THEIR OWN GRAND EMPLOYED installer who came and said he couldn't install it to find out why and what the solution would be. One guy said it wasn't his job to contact the installer, so that left me nowhere once again. GIVE ME HIS NUMBER. I WILL CALL HIM! I was told tonight, the night before the scheduled install, that based on their last communication with ME it was determined that a plumber needed to come move a pipe. I NEVER once said there was a pipe that needed to be moved. They NEVER talked to the installer. They don't even know what the pipe issue IS and yet they're telling me to get a plumber out....to do what, nobody knows. So here we are. No ice maker. No solutions. Every single person I have had the misfortune of working with has been incapable of contacting the installer to find out why exactly he couldn't install it last time so that we could resolve it. It shouldn't be this hard.

FINAL UPDATE: We were finally sent a competent install crew! They had to think outside the box and really use their brains to make it work, which they did. They didn't just leave when it got challenging and stayed until the job was completed. I wish they would have sent these 2 guys a month ago, would have saved so much trouble for everyone. 5...

I was able to purchase an open box range for a great price from Grand Appliance & the experience was exceptional. One of the main things I appreciated was that this open box item was located in Germantown, Wisconsin however, I am located just outside of Chicago. While not a huge distance, it is approximately 1.5 hrs drive from this particular Grand Appliance location to my delivery location. And since I am familiar with the hook-up process as well as having a dolly to move the appliance, I didn't opt for the install option that would include unboxing & bringing it into the kitchen, etc.

I mention this because you can choose to have it dropped off at your curb/door only, which is what I picked - for no additional cost. I really appreciated this because not only did I save money on services that I didn't necessarily need, but as I mentioned above, the delivery distance was almost 90 miles. I do want to stress that not only is their delivery/install costs very fair in general, it's also recommended if you don't know how to properly & safely install any appliances on your own. In my case, the fact that the delivery cost was free (again, excluding install or bringing the product beyond your front door/curb) is very nice & saved me some money. In general, I think such is overall appropriate if you're just getting a basic "drop-off" type of delivery, but I was pleasantly surprised that the distance wasn't much of a factor. I'm sure there must be a limit as to how far away you're located as to if you can even get something delivered or not, so I must have been right up there at the maximum I'd imagine.

The range was an open box/clearance item which was what I had been looking for. After checking just now for the general asking price from local retailers, a brand new version of this model is going for anywhere from ~$600-$670. Grand Appliance had this open box range at a discounted price of $400 plus tax. And I saved the added cost of in home delivery & install, so the final cost was just the unavoidable sales tax added, nothing more. The range was in immaculate condition. If someone saw the product in person, it would be indistinguishable from a brand new, unopened one. Which you never know what damage could be on open box items, so it was another positive thing about this transaction. Essentially, I look at it as getting a mint condition range, delivered for free from a retailer located 1.5 hrs from me, with a savings of $200+.

I was kept up to date the day of delivery with communication from Grand Appliance via text. That text not only provided an estimated timeframe for delivery but also a tracking system that allowed you to see where the delivery driver was located at any given point in time. It also would indicate what # stop they were on & what # stop you were. This was extremely helpful because it allows you to go about your day without waiting around for a 5 hr window of time not knowing if you're the first stop or the last. I was able to be available at the estimated time of arrival & they were right on time as indicated. Overall, I don't write many reviews unless the experience I had was excessively poor or above and beyond exceptionally great. And in this case, it is the latter, without a doubt. I appreciated everything from the ordering process through the actual delivery & everything in between. As such, I recommend Grand Appliance, especially the Germantown, WI location in particular. ...

I do not recommend visiting this Grand Appliance location! Warning, long post. The staff are incredibly rude and not knowledgeable about the products at all. They also have misleading information making you think you can purchase and take home products the same day when you can’t really. We were looking for a microwave but needed one that has a door closer to zero clearance. We were told that’d be very hard to find and were left to search through the store ourselves. We soon found out a lot of the microwaves actually are zero clearance or very near it. A few brands definitely wouldn’t work at all but the staff member clearly didn’t know what he was talking about when he said it’d be very hard to find any microwave like that. I’d also be wary about doing your research before shopping here. They mostly only show very expensive and upscale models which might lead some to think they have to spend $500 minimum or closer to $1,000 plus even to get a quality microwave. Only a few options were below $500 at all which is way more costly than those we found at other stores. We also asked about price matching which they advertise. I mentioned that another retailer has a model we were interested in much cheaper. When I told the employee the model and price he scoffed at me and told me I was lying about the price. I had to show him the price myself and finally he agreed that he’d match the price but stated I’d have to send him the photo. We inquired about returns in case we had any issues with the microwave fitting in our house. We were informed we have a 25% restocking fee charged!!!! This is not only insanely high for a restocking fee but other retailers, like Best Buy, don’t even have a restocking fee at all for open boxes of microwaves which I know for a fact as we had just purchased and returned one there that wouldn’t work. Online the company also states they have items in stock for pick up making you think you can get them the same day. This is misleading as they don’t keep any products for sale in the store! We were told we’d have to wait 3 days or longer to pick up anything we ordered. The employee offered for us to get it one day sooner if we had it delivered to our house but said we’d have to pay for that. Why would I want to pay to have something delivered that I’m capable of picking up myself? The employee, who implied he was the owner (but I didn’t verify or get his name), was incredibly rude and very uneducated about the products he sells in addition to providing misleading information to try and draw people in. Do...