GRAND APPLIANCE

Salesman was friendly---no pressure---and guys who did the install did a good job.

They didn't come out and respond right away. As soon as they brought the unit in, I could see it was defective. It was installed but it was defective. Punctuality was fine.

Very bad experience. Would not recommend, they do not stand by their products. What should have been a fun purchase has turned in to a nightmare.

It took well over a month to get my purchase and there was little or no contact from Grand unless I initiated it. It became a joke in my office to see if the sales rep or his manager would call me back. I purchased a Samsung washer and dryer. I went to Grand rather than Lowe's because I wanted to give my business to a "family" company. The sales rep checked stock - no problem. I took a day off work to take delivery the following week and well into the delivery window they called to tell me that they did not have the dryer in stock and it would be available early the next week but they could deliver the washer. I told them - trying to be the nice guy, to wait and deliver both together rather than make two trips and inventory issues happen. The next week - same story. I finally took delivery of the washer because I was desperate. I dealt with the sales rep through another "false delivery" and finally got a manager on the phone. He didn't seem too concerned but told me he would personally take over my order. He did nothing. I had to call him for a status every time he told me there was suppose to be a Samsung delivery in their warehouse to see if the dryer showed up. (There was a national backord on this product, I checked with other dealers in the area- they had the same issue) Every time he'd always say he was just getting ready to call me (around 5 pm from a 11 phone call) or that he didn't have anything new - though he told me he'd call me back aftertalking to the distributo even if there wasn't good news. I don't know if this guy thought I'd just forget about my $900 dryer or what. On a Friday night, well after a month into this, the manager assured me the dryer was in their warehouse. He'd checked himself!! The warehouse called to confirm delivery (as they always did the day before). Saturday came and again well into the delivery window the warehouse called to tell me there was yet another inventory error and they never got the dryer in from the distributor!! They verify delivery of product they physically don't even have in their warehouse!! After the warehouse called me, I called and left a message for the manager. I waited 20 minutes and drove to the store. This was like the fourth or fifth time I had a "confirmed delivery" - I lost count! Both the manager and the sales rep sat in a store where there were no other customers on a Saturday afternoon. The rep waved me on to the manager who nearly had to be pried from his office. He immediately tried to dismiss me but I was persistant. I first asked for a refund and to have the washer removed from my house, but because I paid with a check that would take 7 - 10 days to get a refund and I needed a washer and dryer. He finally offered to "upgrade" the dryer with another Samsung model. I looked at it and it didn't match the washer. $1600 and not have matching appliances? He finally agreed to trade out the washer and give me the dryer that matched (chrome trim - big deal). How come it took over a month to come up with that solution??? He also offered a $93 refund for delivery or some other fee I'd already paid. I finally felt that they were really trying to make it right. When he rang up the new products, I had to remind him to switch over the extended warranty to the new products. He told me the washer would switch when I took delivery of the replacement washer and would show on the paperwork. I got the switch out and delivery as promised. I had to call to get updated extended warranty paperwork - go figure. It took another "few" weeks to get the check and it was less than half of what he had offered and I had to call more than once to get that. I was told tha tchecks were issued from the warehouse once and then the owner was the only person who could sign checks and he was out of out of town another time. I was actually surprised when I got the check. I didn't pursue the difference, it just wasn't worth my time at that point. Bottom line - this company has no integrity and can't stand by what they say. No communication and they don't care about their customers. If there is a problem or issue - don't count on them to make it right. I will NEVER shop here again. BTW - I LOVE the washer and dryer - would buy them again in a minute but from someone else.

Delivery was smooth. However, poor responsiveness on problems/concerns. Zero return calls / follow-up. I even tried to escalate it to a manager, who didn't call me back. Next time I will go somewhere else.

THERE WAS QUITE A WAIT FOR THE DOWNDRAFT SO I HAD TO WAIT FOR THE COOK TOP AS WELL. THE DOWNDRAFT WOULDN'T WORK WHEN IT WAS INSTALLED. INSTALLER SAID I HAD TO CALL SERVICE TECH FROM MAYTAG. IT NEEDED A NEW MOTOR. GRAND APPLIANCE WAS VERY DIFFICULT, BUT TALKING. SAID THEY WOULD REPLACE DOWNDRAFT WITH NEW ONE.