Ed Kellum & Son

Buying appliances from Ed Kellum and Sons is the one of the worst and most frustrating experiences I've ever had. Under their logo is Extraordinary Results, No Excuses. This line should be removed from the logo immediately as they do not stand behind the products they sell. I have had multiple issues with two high end ice makers and coffee machine and over 1 year later, neither one is working. Ed Kellum handed me off to service providers like C&W and Appliance repair of Texas for the manufacturing vendors who are also equally worthless. Their sales guy did all he could to fix things and I commend his efforts. When I called their owner he just blames the manufacturers and distributors and threw his hands up saying they can't do anything. What happened to No Excuses??? Why be in business selling a product you can't repair or support? Then whine to the customer when they call asking for a resolution. I would find a different business model instead of making excuses to your customers and acting a helpless victim who is making plenty of money in reseller and warranty fees. I'll never buy anything from these guys again and will be spending time dealing with the manufacturers directly. After spending several hours on the phone with both SubZero and Miele I have their techs coming out to fix the appliances. Definitely not Extraordinary Service.

“Extraordinary Service, No Excuses Since 1948.” So says their sign and so says their website but that’s where it stops. Beware of shopping there for your high end appliances, we learned it the hard way. They “gave” us great service when we went in their Dallas store in April 2022 to pick out our appliances for our new built that hasn’t started yet. But now, March 2023, we are at a point of scheduling an installation of appliances and came to find out that Mark ordered a wrong Wolf range (natural gas). His first reply was “it doesn’t make sense because you are in the zip code that has natural gas!” Well, that zip code was not where we are building a house, and that is not the service address on file! He obviously got it wrong by looking at our billing address and not the service address. We knew from the beginning that we needed a propane gas and because it was requested verbally (when we were in store physically) there is no paper trail to prove what we asked for. Mark accused us that we were supposed to cross reference the model number from spec sheet with Wolf website to make sure it was the right one. Just remember they offer “Extraordinary service” No where on the spec sheet does it say what type of gas range it is therefore we never caught that mistake ourselves. And now we are made to look like fools, by a high end store that advertises “extraordinary service”, we didn’t know what we were shopping for! AND they are charging us $870 plus tax to fix this issue by having a conversion kit installed! (he agreed to knock off $400 off for us). That is not a solution to a mistake that wasn’t done by us as a customer. Beware and don’t shop there, they will make you pay for their mistakes and you don’t get extraordinary service here. This is not the definition of extraordinary, period

The lights on the vent hood could not be tested before the installers left because they require special light bulbs which did not come included. I bought the light bulbs but the lights still did not work. I called and spoke with the salesman and he said basically that it was not his problem. I called 5 times to speak with the manager and left messages and no one called me back. Every time I called, I was told the manager was unavailable. If you buy from Ed Kellam and Son's, just be aware that if there is any problem, they will not even call you back.

Prior to the sale, we did a lot of research about brands and models and focused on Maytag as our target brand. When we arrived at Ed Kellum we were greeted promptly and courteously. Brent, our salesperson and one of the store's managers, showed us the Maytag models in which we were interested and proved to be chock full of good information about operation. We chose to work with Ed Kellum because the price was pretty much the same with other Dallas retailers but Kellum's reputation for service was rated higher than competing stores. We weren't disappointed. Our old washer and dryer set was removed cleanly and quickly. Within 20 minutes of their arrival, the service guys had our new washers up and running. The service people took time to walk us through the basics of operation and made sure that we could use the new appliances before they left. Throughout the process, Brent kept in touch with us about the process and, after installation, made sure to follow-up about our satisfaction. In short, Ed Kellum and Sons completely lived up to its reputation for service. We would happily go to them again for any future appliance needs.

They beat two major retailers by 20% on the same model.

Went well. No problems.

I think we have wound up buying ALL of our recent appliances over the past several years from Kellum. They have a tremendous selection so you can actually look at an item, rather than a catalog picture of an item. And their sales personnel (ours was named Andrew Owen) are extremely knowledgeable about the appliances and very up-front and honest with their information. But what sets Kellum apart is their integrity - we have had some amazing experiences in the past with this business standing behind what they sell, no matter what! But once again, we began our search for a new microwave and new dishwasher at other businesses and we finished up looking at what Kellum had to offer. Once again, they not only led us to the best selected product in the 2 areas we were searching, but we wound up saving almost $300 in the cost as compared to the competition! That included a $100 manufacturer rebate for the dishwasher that 2 other stores had not bothered to tell us about! In my opinion this is the #1 source for kitchen appliances in the metroplex, and perhaps televisions as well, and in 2 decades of dealing with them we have never been disappointed. And once again, their exclusive installer was at our home promptly, did a magnificent installation, cleaned up their mess, and cut down the cartons and left them on the curb in a small little bundle for trash pickup. All that for $20 less than a competing business had quoted for their installation.

As usual, they were terrific. We have purchased nearly every major appliance and TV from this firm because a) the salesmen are honest and very knowledgeable - you know you are getting the right product and you know they are not just selling you something for the sake of selling something; 2) their prices are very very competitive; 3) most importantly - they stand behind their products, no matter what. This latter point was displayed very prominently to us several years ago when Kellum picked up the responsibility for servicing an extended warranty on a refrigerator and ice maker when the (national) extended warranty company went out of business. They picked up the tab for all repairs to the refrigerator and ice maker until the warranty ran out. No arguments, no hesitancy. They said "it's our problem, we will take care of you as promised." How often in this day and age do you hear that from a company?? Even if we have to pay a tad more, Kellum gets our business... period. Technically, the installation is done by a separate company, but their work was extraordinary and highly professional as well, and promptly performed.

We purchased a TV over the phone. They installed it the same day.

Their promises to delivery and installation were both met, and everything went well. They did what they said they would do in the time frame that they said they would do it. We would use them again in the future. The t.v. was $3,400 and the refrigerator was $1,500.

Having worked as a general contractor, I obtained written bids, apples to apples, from several vendors for the equipment listed above. Kellum feature a generous retail showroom with a full sales staff. We worked with Marty. Kellum met best price out of 5+ vendors. They wanted our business and were very responsive. Dishwasher installation was subbed to a third party installer requiring additional coordination. That could have been smoother. The installer tripped a GFI, cut power and announced I'd have to get an electrician to turn the power back on. This would also require him coming back out resulting in a double charge. Watch out for the flex hose replacement! He asked if I wanted the copper line replaced with a flex hose and then charged me $60 extra for a $5 hose. Kellum installers were great; personable, well coordinated and careful. This is an established family business. They care about their people and it shows in their quality.

Horrible. We have had to have the washer fixed 4 times and the dryer fixed 6 times in 14 months. We asked Kellum to take back the washer and dryer and give us credit (whatever they thought fair) for a new washer and dryer. They refused, refused to even contact the Whirlpool rep, to see what Whirlpool may be willing to do.

The representative, Allan Weiss, did not follow through, twice, on providing an estimate for a surround-sound HD television system. I visited the store and left information, but did not receive a promised call back. I called the store and spoke with the manager of the home theater division (Bill), who said this really didn't sound like Allan. Allan called me back, and we continued working by telephone and email, since I live in Fort Worth and they're in Dallas. I supplied drawings and photographs of the room, but Allan just stopped communicating again. I'm very disappointed, but I'll find a good company in Fort Worth.

Very competent and prompt. There is no way I could have done that myself. It looked very complicated and confusing. The company did an excellent job on the installation.

THE SALES PERSON AT KELLUM WAS VERY KNOWLEDGEABLE AND COURTEOUS. THEY SEEM TO BE WELL-TRAINED. THE SELECTION WAS ALSO GREAT. I WILL RETURN FOR FUTURE HOME AUDIO AND VIDEO PURCHASES.

THIS IS AN OLD TIME COMPANY-FAMILY OWNED. THEY KNOW ALL OF THEIR CUSTOMERS. THEY TREAT ME LIKE FAMILY AND I CAN ALWAYS DEPEND ON THEM FOR QUALITY WORK.

THE EXPERIENCE WAS GOOD THEY WERE VERY POLITE VERY HELPFUL IN SHOWING WHAT SETTING WAS FOR WHICH ZONE. WE PLAN ON BUILDING NEW HOME AND WE WILL USE THEM AGAIN.

THEY WERE ON TIME, POLITE AND DID GREAT. IT ONLY TOOK THEM ONE DAY AFTER CALL TO GET IT INSTALLED. SAME DAY DELIVERY.