Yale Appliance

We had a few issues with them. The measurement was wrong. They charged us wrongly. It was a hard time getting them. They did take the appliance back and repaired. It was still wrong and one was damaged. Finally on the third try they got it right. The customer service department was wonderful; they were very helpful. It’s just that we couldn’t figure out, who kept making the mistakes. The problem is that they don’t come out and measure the appliance. There are some appliance companies who come for the measurement for a nominal fee. This is just an ongoing business with them. They were very good about arranging things on time. Their price was same like everyone. Their office was very good. They tried to correct the problem. They were fine on punctuality. They were professional enough. I would have to think hard to use them in the future. I would prefer to use the companies who charge more but come for the measurement.

Went as promised. Original Sale. Delivery & Installation

They are excellent to work with and their service is great.

They are excellent to work with and their service is great.

I use them a lot. I just called them today. Their service people are very knowledgeable. They respond quickly and they always seem to fix the problem. They are very punctual.

We called Yale Appliance to be sure they had a large showroom and were open on a Saturday after 3. When I explained to the gentleman that answered the phone that I hadn't heard of them before and wanted to be sure they had a large showroom for viewing on a Saturday night after 3. He was so busy explaining what a huge company they were (seeming astonished that I didn't know them), he neglected to mention that the number I called in Mansfield was only the warehouse. I told him the location we were coming from and he never mentioned that we needed to go to Boston. We were very frustrated when we drove there and realized it was just a warehouse location.

I called Yale Appliance & Lighting, spoke to a live friendly person not voice mail and got the prices of the service call beforehand along with a few "what if" scenarios so I could get a rough feel for the cost of the repair. This allowed me to assess if it was worth a service person taking a look at the problem or get a new refrigerator. I made an appointment that was at my tenants convenience along with payment arrangements, I was not able to meet the service person, however was told by my tenants he was punctual and courteous. He quickly diagnosed the cause of problem as low flow from the supply line which caused the solenoid valve to burn out. A replacement solenoid had to be ordered and was installed the following week. The service person gave my tenants clear instructions not to turn on the water until the low flow problem was repaired or else the new solenoid would burn out again. The low flow was corrected and everthing worked fine. The important point is that the service person did not just stop at saying the solenoid was the problem he went further and found the low water flow caused the solenoid to fail and this was the ROOT CAUSE of the problem.

Looked at several options in the outlet section. Salesman was knowlegable and did not try to steer me toward the more expensive option. He was ver thoughtful of my needs and requests.

They are extremely knowledgeable and they provide good service.

Top notch service, sales, and delivery for high quality appliances - the website interface could be more effective and efficient, but the in-store sales support and delivery were just terrific - and the prices are incredibly competitive on everything we considered (except over the range microwaves - the selection was too limited). We are very pleased with our new stove and dishwasher, which arrived on-time and flawlessly.

I have used them over the years. They have excellent prices. They are responsive and they come when they say they are going to come. They deliver when they say they are going to deliver. There is nothing that they can improve upon. They have met all my needs. I bought one set of appliances from an appliance store in Littleton and another set of appliances from Yale. The store in Littleton was nothing but a headache and a hassle. Nothing was ever delivered and I had to fight with them. I was paying to them and I was a customer, but the appliances weren’t for me. Then I couldn’t deal with them anymore. So, I called Yale and I bought the sink for a lot less money. They had it delivered within four days as well.

They had a lot of products that we were interested in. They had good delivery and customer service. The delivery was perfect. They were very thorough. They removed the old stove and unhooked it. The removal and delivery were fine. They were on time.

Since my husband and I renovated our kitchen and bathroom, replacing aging appliances, we had a lot to buy: a washer and dryer, a stove and a hood, a refrigerator and microwave. Given the amount of money at stake, I worked up a high pitch of anxiety about making the right decisions, but the salespeople at Yale Appliance impressed me by their thoroughness, honesty about the various appliances and their characteristics, and above all, the way they knew their stock. They patiently answered my many questions by telephone and e-mail over a lengthy period before I made the final purchases. Having had to deal in the past with big stores which were indifferent at best to customer service, I was reassured that Yale, a store which was smaller but which had everything I was looking for, would service everything they sold. The delivery of all the appliances was careful and polite, well-organized in advance, and the appliances arrived well packed.

In the past two years we have purchased dishwasher, clothes washer and dryer, and refrigerator from Yale. We are very satisfied that we got the right models for our needs, at good prices. The sales and service were excellent. Delivery was on time, courteous, free of any problems. They hauled the old appliances for scrap at no extra charge.

The salesperson that I dealt with wasn't very cooperative. They sold us a wrong fixture and we had to return it, and he was a bit argumentative about the return. He told us that he didn't have the finish that we wanted and stuff. He was arguing about it instead of just offering an apology, and that made me cancel an order worth $3000 with them. I had already bought some fans, and because he was just being arrogant, I decided to cancel my entire order. Their price was competitive and cheaper than any of the other locals.

The salesman helped me choose the right appliances (color, size, price etc.). They accommodated my requested delivery schedule. They made a prompt service trip to check on the dishwasher, which I couldn't figure how to open. I was able to reach people in sales and in service within a day. I will shop there again.

They had a good lighting designer, but she tended to upsell us on more expensive and more elaborate stuff. We ended up taking a fair amount of it back because it was more than we needed. They have a very good lighting design center. You have a good sense of what you're getting. What we didn't like was that the person was a little pushy. Their prices are comparable with everybody else.

They have a large selection of qualiy lights. While the lighting can be expensive, they are higher end brands, and if you compare price to the big box store, you better compare quality, too. You get waht you pay for! As for price, I tried to cross reference a few item with prices on the internet and found them to be competative, which did surprise me. I like to buy local, and since the lighting was similarly priced, it made that an easy decision.

They have in the neighborhood because I live only like quarter mile away from them. They have good reputation in the neighborhood. Everything works well because we didn't even think of them for the heating system. They were pretty good to us. We had some replacement scheduler three times in a week and they did it. It was nice they kept us and they got all the way to the top floor and it wouldn't fit even when they told it wouldn't. They just hated to demonstrate again to the top floor. It always been great and they gave us what they were supposed.

Staff were very knowledgeable and responsive. For peace of mind, before purchasing, we checked online prices for the exact same fixture through amazon.com and a series of other lighting stores, and Yale's prices were exactly on par with, if not better than, most of these sites.

They were good. They are smart and know what they are doing. They are a very good place and I would recommend them to other people. They are very informative. They gave me the differences between why people pay the big bucks for XYZ versus the run of the mill.

It is easy to see that their prices are somewhat high, but I chose them because I thought they would have better customer service. (I thought that with Yale, I could get a better customer experience.) It is true that when you call them, their sales people are very professional, knowledgeable, and helpful. The problem -- and it's a big problem -- is with their delivery people. I understand it is rare to find courteous or helpful delivery people. I can only think of a few companies which accomplish this. Well, Yale does not accomplish this, at least from my perspective. The guys who showed up this morning, were just really good at making excuses about why they couldn't bring the washing machine into the house. It seemed to be no big deal to them to leave -- they just assumed it would be rescheduled. They didn't really seem to explore options at all. When I called and spoke to the delivery manager, he had lots of ideas -- it would be simple to do, and he'd be happy to do it that evening or tomorrow morning. The problem is they don't seem to realize that we take time to be sure to be there when they arrive and to be sure the snow is plowed (professionally). So it doesn't help to hear that they will make it happen *tomorrow*. I already was sure to be there right then. The other thing that was peculiar was that I told the delivery manager I wasn't happy with the lack of effort by the delivery people. I told him I wasn't interested in getting it rescheduled, because it was a matter of being respected and having the delivery people at least act like they were trying to get the job done. So I told him all I could do was report my experience on Angie's List. He replied, "OK, now you are threatening me." I asked him, "how is reporting my experience to other consumers a 'threat'"? What kind of business is it that views it as a 'threat' if you report negative experiences? Perhaps they should change their business approach -- at least in the delivery area -- to one where one consumer's experience is a valuable piece of information for them, and an opportunity to do better, not a threat. I have read the Provider's response, and he says: "He then called customer service saying he had a bad review already written and was about to hit send unless he spoke to the owner. So after reviewing the pictures from the deliverymens' camera-phones showing clearly the icy driveway and path, I picked up the phone." With all due respect, I never said that. Either he mis-heard me, or he got aggravated and thought I said something I didn't. Or he stretched the truth a little in his response. The reason that I mentioned Angie's list is that he was trying to tell me that if I didn't like his service, then I could get my money back, and we could respectfully disagree, but that should, in his opinion, be the end of it. I mentioned Angie's list in replying that it used to be that, yes, all you could do was "vote with your feet." But now you can do more, namely tell other people about what happened. I told him that this would benefit his company as well, because he could listen to what people are saying. I certainly dont think his entire company is bad. It was just one negative experience, and that happens. But I think his response is indicative of the problem I was having. He says I "must have been in a bad mood." And i was "fixated on teaching [him] a lesson." etc. I think that reflects a lack of respect, and that's what I felt throughout this. Obviously, I would never want anyone to do anything unsafe. I won't get into the details about all the different ways they could have delivered this. (e.g., I have a driveway they could have backed their truck down). The main point is that there was no effort to solve the problem at the time. Steve admits that all I had to do is spread some salt. Well, that is kind-of my point. I could have spread some salt at the time the delivery people were there. They just seemed to have arrived, decided they could leave, and then spent their time justifying why they couldn't do it. (First the pathway was too narrow, then it was too icy, then they just didn't even say why they couldn't drive down my driveway. No one ever explained that.) At any rate, I appreciate Steve's efforts. I'm sure he is doing his best to run a good business, and it is indeed impressive that the owner of the company would pick up the phone. I think the confusion was that the receptionist said that she would have the delivery manager call me, and then he called me instead. So I appreciate his efforts, and in that sense, I regret having to say this, but I actually called one of the big box stores and had them send it. It was about $250 less expensive for the exact same model. Usually I pay more assuming that the service will be better at the higher price places. In fact, the big-box delivery people delivered the product the next day. Not only did they not have any problem with the width of the path, I asked them after they delivered it whether it was wide enough, and he chuckled, "no problem!" he said. The delivery people were so kind and friendly and helpful, it was almost embarrassing the contrast with the Yale people. I thought it was a fluke, but then later that afternoon, I received a call -- a survey asking me how the delivery people were, whether I had received a call the night before telling me the time, whether they delivery people arrived at the appointed time, whether they were careful about my home etc etc. They even had me rate the delivery people in terms of their "appearance" (one to 5 with one being unacceptable). Even I thought that was a bit much. It sounded like the box store does not do the deliveries in-house. It sounds like the hire another company to do the deliveries. (I think it was called "Home Delivery Group" or something like that.) My hunch is that this company knows that to keep the big-box store's business, they have to perform well on these surveys. So, in the end, I apologize to Mr. Sheinkopf for my part of the unpleasant experience. It was no fun for me to have this conflict, and I don't mean to offend him. I encourage other consumers to use his company and report their experiences online. The best result is that I am the only person with a negative experience, and thus my rating can be dismissed as an outlier (which I am confident it will be).

Excellent response by Yale. I spoke with "Tom" I was requesting a quote to have a dishwasher installed, and although we did not purchase it there, he responded promptly to my call and was extremely helpful in what the procedure would be, and gave me a quote whereas, some others I called either did not call back or would not give me an approximate cost. I will definitely consider purchase in future, because the service is extremely important. Thank you, "Tom"

The selection and quality of the lighting there is excellent. It is a bit more expensive then what you find at the big home improvement stores, but you are paying for quality and service. I installed most of the lights myself, and accidentially cracked a glass shade when I was assembling one of the lights. We called Yale, and they had a new glass shade shipped back to the store within about a week. No charge. No questions asked. I just went and picked it up without any hassles, and without having to deal with the manufacturer directly. They have a great selection there, and items that you will not find in the big chain stores, and the service really is top-notch.

I began the process of kitchen renovation with total ignorance about appliances. Mr. Tham has 13 years of experience and is very knowledgeable about appliances. Mr. Tham was very careful in his explanation of the pros and cons of the various products, clarifying what would make one more appealing than the other. He was enormously patient while I worked through the process, changing my minds more often than I would like to admit. He stayed on top of the rebates and price changes, contacting me to let me know when I would be able to save money. He was responsive to emails and phone calls, a good and reliable communicator. He worked very well with my contractors with delivery dates and installations. And finally he did it with a warm smile and patience even when I was the most worried, keeping me steady even when I felt the most stressed. In sum, he was a pleasure to work with and I recommend Mr. Tham to others.