unpleasant experience from the start. the number of excuses this place hides behind is impressive...its a culture from the top. Took 2 months to fully be done with the process and 4 separate visits. They tried to install a beat up floor model first, second day tried again with new parts installed on the same beat up model. Eventually ordered what i paid full price for and one more visit to replace the damaged door panel it came with. In the whole process we must have called them 10-15 times and never once received a call back...only way anything got done was if they picked up randomly and/or you go to the store again in person (which i was forced to do to get the damaged door panel ordered and scheduled. In the end, my cabinet is damaged from having a dishwasher installed and removed so many times by uncertified installers. wish i could post the pics here read more

I've been a longtime customer of Southwest Appliance (and others) and have been witness to diminishing quality and service in the industry overall. It's hard to be better when everyday you compete against Best Buy, Lowes and Home all day long, everyday. However this review is about giving credit to Barrett and his staff for working with me and supporting me as a customer as I endured the delivery of not one, but two refrigerators that, out of the box, did not work. They hung in there with me, gave me a loaner, and after four trips to the house, the adventure is over and I am happy with my new refrigerator. This is exactly the kind of service, in a difficult situation, that builds customer loyalty. read more

Avoid at all costs. They damaged all of our cabinetry during install. Appliances have had issues since Day 1, but Southwest Appliance no longer services the appliances they sell. Worst customer service ever! read more

Sales process fine. Delivery and Install NOT FINE. Showed up one hour early with NO heads up. Paid $150 for install. Neither of the 2 delivery guys (who were polite and respectful) were officially certified to install dishwasher. They were hoping to be able to drop it off and leave. One of the 2 said he could probably do it...and he did. It worked properly on the one cycle we have used it so far. When I called to review our experience with Southwest Appliance, I was kind of looking for something like: 'We apologize. Since we sent a NON CERTIFIED employee to install your dishwasher, if it does not work properly, we will send out OUR CERTIFIED installer to take a look.' Instead, NATE, our salesman, (manager?), hung up on me. read more

Our new Bosch refrigerator has not worked since we bought it in mid May. See review from 8/19/2024. I called last week again because our ice maker is still not working. I was told by Bosch that they have to come out one more time before it is considered a lemon. The lady I spoke with scheduled us today, 8/30/24 with Kyle between 9 and 10. Well Kyle did not show or call so I called the service department again and Jalisa said I wasn't scheduled for today. She told me that there was a new employee and I should give her a break. It wasn't the new employee's fault. Evidently she wasn't trained properly. Now we have to wait another week for someone to come out. Really???? Customer service is poor. I have had to call numerous times because they rarely answer the phone either in sales or service and the message says it will be up to 48 hours before they respond. read more

We relied on southwest Appliance to fix the glass door of our oven after it unexpectedly fell off the door frame. The replaced it twice and obviously didn't fix it since it fell off the second time. The they told us that we would just have to replace the entire oven/stove. Even though we had spent an exorbitant amount for the 2 doors, they had no interest in giving us a discount on a new oven. Then they also charged us a service fee, when they didn't provide any real service. Avoid Southwest Appliance at all cost or it will cost you. read more

This company does NOT value customer loyalty. My husband and I purchased ALL of our appliances from Southwest Appliance in 2004/5 when we built our home. We also bought replacement dual wall ovens, washers and dryers over the years. Again in 2018/19 we bought all of the appliances for our barn apartment. When we replaced our refrigerator in 2021 it was delivered with defective doors. It has been ONE YEAR that we have been trying to get the doors corrected/replaced with NO SATISFACTION. We get the run around every time we call! We will never buy anything at Southwest Appliance again! read more

This was the go to place for appliances and repair not long ago for new purchases and appliance repairs. Now, they have no employed repair department -- repairs are contracted out and limited to appliances bought from them. We had their contract repair guy out about a gas range top that wasn't working on all burners, and we had bought it from them. I was told it needed unavailable parts, so I asked for a salesman to call me about a replacement. That was three months ago, and I'm still waiting. Now we have a washing machine bought from Southwest that is not running right. I will not bother calling Southwest for repairs, as I already know the result -- nothing. So I will try an independent appliance repair service -- not expecting much from them either as we have zero service in Durango. Will have to buy a new washer I'm sure, but I'm hesitant to buy from Southwest. read more

If you want a returned expensive gas stove, Blue Star, send to you as new which leaks gas, then this is your place to buy your appliances. Try Home Depot, Sam's Club, Lowe's, ​or Amazon... read more

Southwest Appliance did a great job helping us replace the washer and dryer in a property at Cascade Village. They helped us quickly find exactly what we needed and were able to get the appliances and install them in a timely manner, Thank you so much!! read more

I purchased all of our kitchen appliances from Southwest appliance a few years ago. Our GE Profile dishwasher needed repair. It took three weeks to get someone to come and diagnose the problem. We went to Southwest to look at new dishwasher and requested a repair cost so we could make a value judgement on what to do. After two weeks and four phone calls to get this info they never returned my calls. Today we bought a new Dishwasher from Home Depot. Southwest has lost a lifetime customer! Very disappointed. Beware. I would post no stars if possible. read more

The technician came and checked out the problems on the JennAir cooktop. That was a week ago. Still have not received an answer regarding the defective knobs. Waiting for an answer read more

Delays, delays, delays! It is easy to get frustrated in today's day and age and the many reasons why a company can't get appliances in time. While building a new house, we worked with Rick E. and he was very helpful with selections, but more importantly with proactive provisions of appliances. Everything came in, except the refrigerator. Rick helped to provide a solution and ordered a different model, but we expected to have to move in without a major appliance. The appliance delivery came and SWA provided a "loaner" refrigerator until ours came in! We were elated to find out that SWA had looked out for our needs, without us requesting to be accommodated. We commend Rick and team for amazing service. Thank you very much! read more

I ordered a trash compactor, dishwasher, and built-in outdoor gas grill in May 2023 (about $13K). All replacements for broken existing appliances. Sales and delivery process was ok (maybe 3 stars) but, you are really on your own when it comes to installing any appliances. I was hesitant about buying there because they don't install. The salesman assured me that "Installation and haul away are free but being that we can't install the grill or the dishwasher we have a 3rd party installation company that does installation for us." That statement was at best misleading and disingenuous. They actually couldn't even install a trash compactor. The 3rd party installation company(s) they referenced has no official connection to Southwest Appliance. Also, Southwest Appliance will not accept any responsibility for or involvement in coordinating the installation with their 3rd party company. You are on your own. They provided multiple contacts for different 3rd party companies. I have been calling and texting every name they gave me for months. I got a couple of call backs but, no commitments to actually do anything. One company did come out to install the new gas grill. They got the old grill out and the new one unboxed. Then they realized that the support framing in the grill surround would require some modifications for the new grill. They said they would need to come back the next day with some additional parts. They just left my new $10k grill sitting on the ground on the patio and I never heard from them again. It's now Sep 2023 and Southwest Appliance left me with a trash compactor sticking halfway out from under the counter and an unboxed gas grill just sitting on the ground on the patio. I canceled the dishwasher order. Buyer beware. read more

Bought a washer, dryer and dishwasher from them. All of the appliances stopped working within 6 months of owning them. All items under warranty. Never got anything but the run around and nobody ever followed through to fix them. Finally brought the washer back ourselves and they gave us the money for it. They refuse to service the washer and dryer and we have been waiting over a year for them. It's a never ending supply of excuses from them. They should do the right thing and give us our money back for those as well. They are always disrespectful and argumentative. Shop somewhere else! read more

So very pleased with the level of customer service! My fridge went out unexpectedly and I had to replace it quickly. I have to admit I went to our local sears store 1st and was very disappointed. I then went to Southwest Appliance and was blown away by the level of customer service, so very rare these days. Not only did they help me make a great choice in refrigerators from their knowledge and experience, but they gave me a loaner until it arrived. Also a shout out to the delivery guys who were just amazing. They were on time and very pleasant to work with! I will be going back to Southwest Appliance for all my future appliance needs. read more

Great selection, amazing customer service. During the pandemic everyone was out of supplies, but we were able to find a dishwasher here. We paid for our unit in advance and picked up the next day. It was wrapped and ready to go. Would highly recommend! They even helped us load it. read more

Southwest Appliance in Durango Colorado has been fabulous for us. I have been looking for reliable appliance repair and it's not available in the little town that we live in. Durango is two hours from us over a mountain pass and Noah, the repairman who came to diagnose the refrigerator and to fix our Thermador stove was excellent. And today we got a new refrigerator and Kyle Ellis and Kirk Tanner came and set up the new refrigerator and took the old refrigerator away. They were polite, friendly, and they definitely knew what they were doing. We definitely will be telling our friends about Southwest Appliance! read more

Not happy at all with the level of personal service from Southwest Appliance in Durango. We made the conscious decision to support a local company in the building/remodeling of our 2 houses. We just spent over $5000 in new appliances for our new house. All along the process, I have had to do all the communication regarding delivery dates, times, what was to be done, etc. I would leave voice messages and my calls would sometimes not be returned for two days. During one of my calls to confirm delivery, I discovered they had the wrong delivery address, our old address. Thank goodness I checked on that. Finally, we were told our appliances would be delivered and installed. That is the way it has been done for every appliance I have ever purchased. When the delivery team arrived, they informed us they could neither remove nor install our dishwasher because it was "hard wired." When my husband and I pulled it out, we found it was NOT hard wired but merely plugged in. After calling SW appliance, I was told they did NOT install dishwashers and we were told to call a handy man, who we will presumably have to pay. I was told we should have been told that, and it should have been on the invoice. Well, it was not. No offer to make this right, and now we are stuck with a dishwasher in our living room while we are trying to move in. Very disappointed with what we thought would be personal service. Ann Baird read more

In May 2018, we purchased a Maytag Washer and Dryer. The dryer had a steam function. When we first used it, we had a waterfall in our dryer and it leaked into the pedestal. We called Southwest and Kyle came to repair it. He had to order a new nozzle and a few other parts. Each time he came to repair, the steam function still leaked and we would have large wet spots on the clothes. After 9 attempts, Maytag agreed to replace the dryer. Unfortunately, the new dryer did the same thing. The washer, also, would have problems. We did a sanitize that should take 2 hours. After 2 hours we checked and the machine said it had 12 minutes to go. 2 more hours later the load was done. So, a 4+ hour wash. Zac Sterling told us that they've sold 75 of these washer/dryers this year with no problems. We did some research and it appears that the high elevation (9,000 feet) can confuse the sensors. Never thought it would be an issue. The reason we are giving Southwest Appliance 5 stars is, because, Roger and Zac Sterling stepped up and offered to take the washer/dryer back and we could replace with anything we wanted. We chose a brand with less sensors and no steam. We only had to pay the difference in price. We thought that was, more than, fair. We have been buying appliances from Southwest for 10 years. Roger Sterling's commitment to excellent customer service means that we will continue to buy all of our appliances from them. Chris and Terri Evans read more

Roger and his crew are great. Very very helpful, professional and easy to work with. I am pretty handy and once they diagnosed the problem with my frig. I was able to buy the part and replace it with no problems. Would definitely call for both sales and repairs. read more

Our whole experience with Southwest Appliance was outstanding - from sales to delivery. Zachary was very knowledgeable about our new washer and dryer. He was professional, courteous, and treated us right. The delivery and set up was quick, painless, and similarly professional and courteous. Thanks to Zachary, Chad, and Alex! We know where we'll buy our appliances in the future. Highly recommended. read more

Very pleased with their level of customer service, which is why I choose to support local businesses such as Southwest Appliance over Home Depot. We purchased an entire Thermador kitchen package (fridge and freezer columns, dishwasher, range, and hood). I had some serious issues with the range, resulting in safety hazards -- and while it was a difficult situation, the owner of Southwest Appliance listened to my concerns and did everything he could to make sure I was happy and felt safe and pleased with our investment. They've earned my business henceforth, and I recommend them without reservation. Their Thermador repairman is also excellent and knowledgeable. Thank you, Southwest Appliance. Peace of mind for me is priceless. I'll be sending folks your way! read more

I called to get my washing machine repaired. They asked if I had bought it there and I wasn't sure as it came with my place. They said it would be 2-3 months before they could fix it because "I didn't buy from them". They said a technician would call me back to discuss the washing machine. Never got a call back from them but did find a local handyman that fixed it for $75 and showed me how to replace the part in the future. read more

So impressed with my purchase experience with Southwest Appliance! Knowledgeable staff, dishwasher in stock and recommended installer just happened to be free on the same day. After two years of unsatisfactory customer service through Sears and their extended service plan, I am SO looking forward to local service providers and store that is easy to work with! Would have given them 5 stars but they just called to say that machine in stock was damaged--could have the floor model with no price break or wait 7-10 days for new machine. read more

Do not use their appliance repair service! I recently had my Maytag dryer serviced. Not only could N. not fix the problem that existed without changing and additional $395 dollars, but when he was through with his $80.00 service call, the dryer makes an thumping sound it did not make before! When I called to talk to him about this, he was rude and said he couldn't imagine how that could be unless all the lint he took out was what was holding the dryer together! I have used them in the past, and have been happy with their service. I ever requested N because I liked his service before. But this was not a good experience, and was worsened to the point of unacceptable by his sass. Furthermore, he got my daughter to give him my credit card number at the time of the service call. No bill, no chance for me to evaluate the results (I was at work), and no respect. I won't be using them again and I will have my new appliances shipped from Goedekers. I work hard for my money and I won't waste it here again. read more