Grand Appliance and TV

They hire contractors who do their delivery for them. The delivery installers damaged the fridge on route. They did not even connect the fridge to water and they left a huge mess on the floor. A few days later, the water poured improperly. I called and told them I wanted to return the fridge (which was supposed to have exterior water and ice). Despite all the nonsense, the salesman gave me the number for the manufacturer and refused to do anything to fix the problem. Totally unprofessional

We’ve been in our home for a little over 3 years. They delivered a brand new whirlpool washer/dryer, but couldn’t get the washer to start. Took another week to get a new washer. Within 18 months, our beverage center died, and we started having all kinds of problems with our GE refrigerator. Had to replace the beverage center and have contacted Grand Appliance also over the refrigerator. They told us to call a service company as Grand Appliance doesn’t have a service company. We’ve had 5 different service calls in the past 2 years. Grand Appliance couldn’t care less. Will never buy from them again.

We purchased a washing machine from Grand. I do not feel like the salesperson accurately described the features of the washing machine and I was unhappy with the machine once it was installed. I called and asked if I could exchange it for another. The person who answered the phone transferred me to the salesperson we worked with. He said, "Oh we can't do anything just because you don't like the machine." But he also said he would check with his manager and call me back. He never called me back. I went to their website and either filled out a web contact form or sent them an email asking them to let me know one way or the other if they would let me exchange or return the washer. I never heard from them. Then today (over a year later) I got a reply to my email with a virus attached. I should have asked more questions about the washer to be sure I understood they way it worked before I bought it, but I'm disgusted that they blew me off when I contacted them. If they didn't want to take the washer back, they should have told me directly that they wouldn't take it back. They should not have told me that they would call me back if they weren't really going to call me back, and they should not have ignored my email. And they should definitely not have let their system be hacked and used to send viruses to their customers. (I know this last thing isn't directly under their control, but just ticked me off all over again.) I will never shop here again. I will shop somewhere with good customer service.

The salesperson was very helpful as was the delivery and installation person.

We purchased a Capital Range from Grand Appliance 1 year and 4 months later it stopped holding temperature. The customer service representatives were slow to get back to us, robotic and rude in speaking with us and gave us a Chicago-based service company that charged us $0.50/mile just to come out and service the oven. We thought we were buying from a local company that would service our oven locally. They were rude, the product failed just past 1 year and they would not help us (unless we paid $500 for that help).

Price was competitive, sales was knowledgeable and professional, delivery was well coordinated and installation was careful and complete. Will soon purchase replacement dishwasher from Grand.

Very helpful. Did our research beforehand and then staff at Grand Appliance confirmed our findings. They offered us a wonderful deal and were very friendly.

Poor service that needs to be remedied.

Very well. Reasonable price and prompt delivery

We really wanted to like this company. We prefer to give money to local businesses, so when we needed a replacement microwave we went here. They have an impressive showroom and are promptly helpful. However, trouble started after ordering. First the microwave arrived from the warehouse damaged, so we had to wait for another to come in. Then there wasn't another. Ultimately, after getting very frustrated with them, they offered to give us a different model at the same price. When our range died we gave them another chance. Purchased a model that they said was in their warehouse and set up a delivery date more than a week out. Two days before delivery and three days after the unit was supposed to arrive, they informed us that it just never came in and that that meant they probably just didn't have it. He said he would look into it and get back to me, which he never did. They also never offered to order another (this wasn't a discontinued model). We finally just asked for a full refund which they processed without even an apology. Lesson learned. We tried. Gave them multiple chances. And now the microwave is malfunctioning after less than a year, and I kind of dread what kind of service we are going to receive getting someone to come look at it.

I purchased the dryer on Wednesday, and delivery was scheduled for the following Monday. I was told dispatch would call me on Saturday with the time of delivery. No-one called me on Saturday. I called the company on Monday morning. They told me delivery was rescheduled for Tuesday. I had rearranged my work calendar to accommodate the Monday delivery. I could not reschedule everything on Tuesday. They called me late Monday and told me delivery would be between 9:00 and noon on Tuesday, and I would receive a call at least thirty (30) minutes before delivery. I received a call Tuesday around 11:00 and was told they were 15 minutes from my home. I told them it would take be 25 m;inutes to get home and told them to wait. When I got home, the delivery man came in and was disappointed the new dryer was a steam dryer, and they need to pull out the washer to get to the water hockup. They disconnected and removed the old dryer, and hocked up the new dryer. They had me sign a form accepting delivery, and they left. The laudry room was a complete mess. Water was on the floor, used paper towels they used in a poor attempt to clean up the water, used parts were on the floor - the floor was a mess. The delivery guys made no attempt to clean up - they just left. I called Grand Appliance today, and spoke with Customer Service. The young women was polite, but did not seem overly concerned. She offered me a 5 year extended warranty. I told her I was not calling to get an extended warranty; I was calling to inform them they lost a customer because of terrible customer service. She said she would have her Supervisor call me today - no call as of 4:45. I used Grand Appliance in an attempt to support local companies. I should have used Home Depot. Home Depot was the same price, with no delivery fee. I paid a delivery and hock up fee to Grand Appliance, and received terrible customer service. I will not used Grand again - next time, it's Home Depot.

Price on this many appliances was excellent and delivery was even better. Both delivery crews (2 separate addresses) were professional and hard working. Winter-time deliveries are challenging and they did a great job. I can't believe that I used Sears and Best Buy all those years. Grand Appliance can't be beat - and they are local! I won't go anywhere else for appliances from now on.

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We purchased a new Maytag washer and dryer from Damon at the Sun Prairie store. We thought he did a great job and helped us to decide on a Maytag washer and dryer. Damon pointed out that the Maytag models, which were on sale, represent the "best value" of the models under consideration. The appliances were delivered and installed a couple days later. Upon testing the appliances, the delivery crew and my wife noted a loud banging noise coming from the dryer. This happened with every revolution of the dryer tub. The delivery crew put her in touch with the store, and the person at the store said this was normal and would disappear after use. She found this incredible, but followed his instructions to run a timed cycle for 30 minutes. This was tried, but the knocking did not stop. We also shot a video to capture the sound. Damon was not working the day of delivery, but we contacted him the following day. Upon contacting Damon, he immediately took action and arranged for the delivery of a new dryer. We took delivery of a new, second dryer a couple of days later. The second dryer was improved but still did not function properly.The second dryer did not constantly make the knocking noise, but the noise would appear a minute or two into the cycle. We agreed to have a repair person take a look at the second dryer. The repairman concluded the drum was contacting the outer wall of the dryer, and perhaps the drum was warped. He said the drum should not be touching the wall of the dryer at all. To test this, he ordered a new drum and installed it on Feb 2nd. The installation of the new drum seems to have solved the problem. and we hope the good performance continues. However, we have never purchased any major item, such as an appliance, automobile, lawn mower, etc, that did not work properly, or that required repair, straight "out of the box" - and this happened twice for this purchase (although the first dryer was just replaced instead of repaired). While the washer and dryer are both well rated models, having two separate dryers that required repair or replacement straight out of the box, leaves us feeling a bit uneasy about this major purchase ($2,000+). Given all this time and trouble, along with our willingness to accept these appliances, we asked Grand for some assurance that our appliances will be covered in the event of continued need for repair. Grand Appliance responded a few days later, and offered a 3 year extended warranty, on both the washer and dryer, at no extra cost to us. We thought this was fair and a definite positive for Grand Appliance. We realize this was a tough situation for them also, and they would much rather deliver appliances that worked right out of the box, as expected. Our experience with our sales person at Grand was very positive. We did not feel pressured at all when shopping. He came over and asked if he could be of assistance. He answered our questions thoroughly, and we found him easily when more questions arose. We left to have lunch, then decided to return and make the purchase from Grand. The purchase was very straight forward and we were soon on our way. Despite the problems encountered with the new dryer, we will return to Grand the next time we shop for an appliance.

Grand offers an excellent range of dishwashers to meet all price ranges. The sales person was personable, professional and efficient. The unit was delivered and installed when promised. Great service.

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Great place to buy appliances. The sales reps are very knowledgeable and professional. Good selection of products. Delivery charge is only $39 and it is free for the to take away your old appliances.

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The sales person was great. Our old microwave died after 10 year so we needed to replace it. She showed us a number of options but there was no pressure. We chose the convection-microwave so we could have a second oven for those big dinners and also could use the convection oven which is smaller for when it is just the two of us. The installers came when they said they would and installed the oven and cleaned up their mess and took our old oven away. We will definitely use Grand again.

We purchased a Maytag clothes washer and dryer (Maximas) from Grand Appliance and TV. The installation guys, not too friendly, didn't hook up the new hot water pipe, because the old one had a green hard water deposit, and they were worried that it might develop into a situation. The washer control panel had areas where paint chipped off. Also, after a few runs, the dryer developed an irritating clicking sound. I called Grand and left messages. After two weeks they replied and sent a repairman. He knew his stuff and quickly replaced the dryer motor and cracked blower wheel. He brought touchup paint for the washer control panel but realized that the plastic was from a defective lot that wouldn't hold paint correctly. He ordered a new panel, and not too soon, since the 30 day warranty on this part was one day from expiring! Anyway, both units have been functioning well for 11 months. We also bought a somewhat pricey Braun dishwasher. The installer was courteous and more than competent. It was a very tough installation that took a couple hours. The washer is so quiet that we are usually not aware that it is running. Conclusion, a mix of good and bad.

We have had previous experience with Rick Simler, a salesman at Grand Appliance. Rick is very direct, knows his product very well and has been a tremendous help to us in our kitchen remodeling. He gave us the best price in Madison on the appliances we purchased from Grand. We are very satisfied and highly recommend you ask for Rick when you visit Grand Appliance.

Good job.