The Wherehouse — Local services in Wilmington

Last week I bought a washer and dryer. I know they are used but are supposed to be refurbished. I called before I went to see if they were offering delivery. They told me no. That’s fine. I know a guy. So I go last Wednesday and purchase a GE washer and dryer. As I’m paying I ask again if they are delivering. They again say no but she has the number for a guy if I wanted it. No worries I know a guy. So I pay said guy and he picks up the washer and dryer on Thursday, delivered it to my home and I set everything up. I do some laundry and when I put clothes in the dryer it sounds like a squirrel is screaming for his life in there. It’s just awful. So I call them and they said that it sounds like the belt is loose and that it’s covered on the warranty. She says that I have to bring the dryer in for repair. The warranty clearly states that a service call will be set up for any repairs. There is no mention of any fees and the only time it says I have to bring it back myself is if the item does not work and needs to be exchanged. I just need the belt tightened.

I explain that I had someone pick the dryer up and have no way to transport it. She says she will have the tech guy call me. He did call me back but I missed the call. So the next day (Saturday) I call the wherehouse back. I speak to the same woman who says that the tech guy doesn’t work on weekends but that he will come out on Monday morning to repair the belt and that he will give me a call before he comes out. Great.

Today rolls around and the tech guy gives me a call. Now let me say that he’s a nice guy and I have no issue with him at all. This is clearly a management issues. Anyways. He says that he hasn’t done service calls since he started in June and that I would have to bring the item in. No worries. I’ll call the store again and figure it out.

So I hang up with him and immediately call the wherehouse store line. The same woman answers the phone. I tell her about my conversation with the tech guy and she says that since we picked it up we would be responsible for bringing it in. If they had delivered it then the service fee is covered in the delivery fee (which makes no sense bc delivery fees cover cost of gas and labor for said delivery in a normal world). Well that’s just great but you aren’t offering delivery so how does that factor in?

She continues to tell me all sorts of things that the warranty says. As I’m talking to her I am actually holding the warranty in my hand and reading it. It says none of those things. I begin to read the warranty to her and she says she knows what it says. I’m irritated all to hell at this point so I tell her she clearly doesn’t because I’m looking at it and it says none of those things. She keeps telling me there is a fee. No mention of a fee in the warranty.

By the end of the call I am over it. She refuses to honor the warranty and straight up lied on multiple occasions. Even leading to an awkward conversation between the tech guy and me because she said he would do something that he’s never done before. I’ve seen other saying that they are not honoring the warranty for their items as well. Please. If you need appliances just go somewhere else and save yourself the headache. The manager there is...

I saw a seemingly nice French desk they had listed on Facebook Marketplace and got them to send me more photos; I inspected them closely, and then asked if there was any damage on the wood like splits, cracks, etc. They replied: “No it’s in pretty good shape.” Then after realizing the thing was too big to fit in my hatchback, and being offered ludicrously overpriced delivery service, I convince my best friend to take tomorrow off and drive me out to this place with his old, barely running pickup truck. So after about an hour and 15 minutes of driving the next day, my pal and I walk in, and we are not greeted. Oddly enough, at no point did anyone even acknowledge us for our whole, nearly-an-hour, visit there. Anyhow, I finally locate the desk I was ready to buy at full price, i.e. $250, and find that it’s essentially falling apart—multiple large cracks, decorative metal appendages unravelling, lacquered finish bubbling up and peeling off, wood strips missing at the top surface, mold growing from underneath, (see the close up pictures I took below.) In other words, me and my good buddy’s time that day was flushed down the toilet because of their dishonesty and complete lack of customer service. I’m glad they didn’t get a cent out of us, and...

• SELLERS BEWARE * I consigned a dining set to this business last January. They suggested a price to put the set for sale at, which ended being WAY too high, and the set sat there for months. I gave them permission to lower the price to whatever would sell it. After the agreed on 120 days that they were SUPPOSED to call me to either pick it up or they take possession of it, they NEVER called or emailed. It slipped my mind for months and when I went in to check on it today, they said that it had sold for a low price. I said fine, give me my share, but they refused. They still claimed to have tried to contact me, even though I pulled my phone records to show that I received NO calls from them. They tried to assign blame to me, but THEY VIOLATED their OWN contract by not contacting me on the required date. Which I told them that I had proof of die to actual records. No help from them or the owner. Now I will be escalating this with an Attorney & reporting to the State Attorney General for "Irresponsible Business Practices". They could have settled this for what is probably $240, but would rather try to strong arm me....