If you're planning to shop at Brother's Main....DON'T!! RUN AWAY AS FAST AS YOU CAN!! Let my bad…read moreexperience be a lesson to you. Save your money and buy direct from the manufacturer, or anywhere else, rather than going with this uncaring retailer, who sets policies that make returns or exchanges an impossibility without it costing you!
1. Went into the store to purchase a washer and dryer. Took the quote provided hone and later called to ask questions and place the order via phone. We were adamant about having a steam option on the dryer we bought, and we learned the dryer we looked at did not have this function. So, instead we upgraded to the next model up to have the steam.
2. We informed the salesperson that we were moving into our new home on August 8th, and they were able to deliver on August 9th. The quick delivery is why we purchased from them. What we were NOT told, is that they have a 48 hour policy for returns. Because we JUST moved, it took us longer than 48 hours to even try the washer and dryer.
3. On our first use, we noticed the problem with the dryer first. Oddly, there were little black hairs inside the dryer. It crossed my mind that maybe they had been used previously, but I set my thoughts aside. We set the dryer on the steam option. Within minutes, water was pouring from the front of the machine, leaking down the front and creating a puddle. These machines are Whirlpool, btw, which will not be a brand we'll be buying again.
4. Called Brother's Main and informed salesperson of problem. Salesperson told me someone would call to set up an appt to look at it. I was led to believe that the manufacturer would be coming to look at it. First, no one called to set up an appt. I called several days later to follow up, then I was finally called to set an appt. But rather than setting up Whirlpool looking at it, they sent their own delivery guys. They looked at the dryer, determined it was defective, recorded his report on his phone, then told me I'd receive a call for next steps. No one called for days again.
5. In the meantime, we learned that the washer was not filling with water. The only way we could fill the washer was to add water to it manually with the internal spout. So again I called them again. My salesperson was not working so I ended up talking to another salesperson. I feel I was being civil, but it was obvious that no one really wanted to have the hot potato land in their lap. I was told that because I was outside of their 48 hour policy, the only recourse was to have Whirlpool come look at the dryer. This is when I learned that it was only their installers that had come out to look at it the first time. I was told Whirlpool would have to tell them the machines were not working, otherwise they could not return them and get THEIR money back. This is also around the time I was informed that either way, if I return them now, I would be paying Brother's Main a 25% restocking fee. Yes, you heard that correctly! A fee to return a washer and dryer that do not work, that I bought, supposedly, brand new, and have owned less than 2 weeks and cannot use. I'll also add that these appliances were completely out of stock and would not be replaceable until October, but that they would not want to take them back after we have them for two months.
6. I waited for Whirlpool to call. They didn't call. So I call Brother's Main yet again, and finally, Whirlpool called. Bit Whirlpool could not schedule us for nearly a week. So, in my frustration, I decide that I do not want brand new, REPAIRED machines. If I wanted to buy refurbished machines I would have done that. And something refurbished should not cost full price. Because I didn't feel good about any of this, I called Brother's Main and asked them to schedule pick up of both the washer and dryer. I was reminded of the 25% restocking fee (unbelievable this was the priority). I agreed and said please let's just get rid of these so I can move on to a working washer and dryer. I was told someone would call to set that up. It is now several days past that time, and no one has called.
7. So... I call Brother's Main AGAIN. These people may hate me by now, but I'm just a dissatfied customer trying to advocate for myself. And at this point, I'm not thrilled with how my problem has been handled. During this time, I never once received a call from customer service. Instead, I was told they are too busy and too short staffed to call me. I asked if I could get the number to reach out myself. No answer. Am I surprised? Not at all. I then asked again for the appliances to be picked up and I was again reminded of the 25% restocking fee.
8. My problem remains unresolved. I did however promise them that I would write this review. They didn't show an ounce of care or concern. I was even told, well, they don't make appliances like they used to. But whether or not their employees care, I'm letting my scenario be known so others can beware and avoid this nightmare.
