This has been the absolute worst customer service experience of my life. I wanted to shop locally to put money into the local economy. I paid a bit more than if I'd shopped at a big box store but I thought it was worth it. I initially ordered a unit that the salesperson incorrectly measured. It wouldn't fit down my stairs because I had such a small margin where it could have fit. No big deal. About 2 months later I ordered another set through them that fit but when they installed it, it was defective. Obviously I was frustrated but I had them take it and order another. I was told they'd rush it by the sales person and that I should have it in two weeks. That was a lie. I didn't get it until 1.5 months later. They said it was a new unit but I'm fairly certain it was the same because one of the delivery guys let slip that they'd just "fixed" the original. Lo and behold, this one is broken in the exact same way. The delivery person refused to take it back and said my only option was having a service technician come out. I was offered a $100 discount on a $2500 set for my inconvenience. They also threw in an extended warranty, since I was nervous at the longevity of the machines. I appreciated that, although I don't think it was sufficient since I'd probably spent twice that in laundromat fees while still paying off the units (essentially I didn't get a discount since I had to use the laundromat even though I had a brand new washer and dryer in my basement). The service tech came and was very nice but said he'd have to come back another time with parts. A few weeks later he came and "fixed" the unit. The washer and dryer worked for about 2 months or so, and then broke in the same way. This time the defect caused damage. I called because I wanted a replacement. They offered to replace the unit but take away the extended warranty. This doesn't seem like good service from my perspective since this was offered as a solution for the MAJOR inconvenience of all of this. When I spoke to their customer service reps, they all had snotty attitudes, were argumentative, mocked me, said I didn't make any sense, and had zero empathy. One person said they shouldn't have to take it back since I'd had it for 6 months. I find that hilarious since I had it for about 2 months working and only after it was "fixed" by their technician. I am not a rich person and buying my first washer and dryer after purchasing my first home as a young woman on my own, who worked very hard to earn my money was a big deal for me. The last customer service rep I talked to said he "didn't understand" when I explained if you pay full price for something, it should work and not be damaged. I'm not sure what is so hard to understand. If I buy a set of plates and one is broken, I should get a new set or a deep discount. From the first day I owned the first unit they gave me it hasn't worked correctly. They keep bringing up the $100 discount as if that makes up for the fact that I spent $1200 on a dryer that I can't use and is now damaged as a direct result of the inherent defect it had. I will admit I got pretty upset with their customer service dept, but only after I had people repeatedly act rude to me. The ONLY person who has been helpful through this was the owner but he refused to talk to me this last time. Hopefully this can be resolved before I am forced to go to the better business bureau and also contact the credit card company to dispute the charges since I STILL have a defective dryer and a washer that I can't use because I have nowhere to hang clothes to dry. I'll have to go spend even more money at the laundromat while making payments on something unusable. Bottom line: if you pay for a brand new item, it should work and be in pristine condition. If it is not, it should be taken care of and the customer service department should be apologetic and helpful rather than smarmy and argumentative. I wish I had recorded the conversation, I've never had a customer service person act so unprofessional to me in my whole life. read more
