We purchased a full Sub-Zero, Wolf, and Cove appliance suite from the Independence Boulevard…read morelocation of Queen City Audio Video & Appliances, doing business as Queen City HomeStore, along with an Electrolux washer and dryer set, for our new home build. Given the significant investment--equivalent to the cost of a vehicle--we expected a much higher level of service, installation expertise, and customer support.
Unfortunately, our experience was extremely disappointing.
The installation team was represented as Sub-Zero certified, yet multiple appliances were installed incorrectly. Several parts were missing from the original shipment, and our Sub-Zero grill was damaged after installers attempted to force it into place upside down before realizing it needed to be repositioned correctly. The damage was severe enough that the grill had to be replaced.
The installers also wore shoes throughout our home without protective covers and were not particularly professional or courteous.
When a certified Sub-Zero repair technician from Gantt later came to replace the damaged grill, they discovered additional installation issues that should never have happened. The refrigerator brackets had not been secured to the wall, creating a potential safety concern.
We also learned that the beverage center door was not the correct configuration for our order--the handle was on the right side instead of the left. The door had been installed upside down, requiring additional service and correction.
Our experience with the Electrolux washer and dryer was equally frustrating. We quickly discovered that the washer drum was damaging our clothing. When we reached out to the Independence Boulevard store for assistance, we discovered the location had closed and were repeatedly directed to work directly with Electrolux rather than receiving support from the retailer where we made the purchase.
After being unable to resolve the issue with the original store, we were directed to another Queen City HomeStore location for assistance. Unfortunately, the resolution process remained slow and difficult, and we felt passed between the retailer and manufacturer rather than supported by either.
After months of trying to resolve the issue through normal channels, we ultimately had to dispute the purchase through our credit card company to force a resolution.
As a result, we spent nearly six months using a washer that was ruining our clothes while trying to get the problem addressed.
After this experience, we purchased an LG washer and dryer directly from LG. The process was seamless, the customer service was excellent, and we have had no issues.
While we were very impressed with the professionalism and expertise of Gantt's certified Sub-Zero technician, we cannot say the same about our experience with Queen City Audio Video & Appliances.
For the amount we spent on appliances for our new home, we expected competent installation, responsive customer service, and support when problems arose. Instead, the entire process became a lengthy, frustrating, and expensive headache that left us feeling unsupported once the sale was complete.
