GRAND APPLIANCE & TV

I called twice today to speak with customer service about my oven which is in need of repair, and Matthew, the customer service agent i spoke with both times, was incredibly rude and unhelpful. I needed help accessing my account, which was under our developer's name, and he did not attempt to troubleshoot at all. I was able to locate the info about my account and called back, only for him to tell me it was so outdated (9 years) that he "wouldn't even have a way to look it up." My wife had a similar experience over the phone with Grand a few weeks ago. what a horrible way to start the week. customer service is everything these days. I won't be using grand again.

He was okay, he wasn't really friendly and professional or anything. I gave them the delivery date when I knew I'd be on vacation. They called, they told me that they would be out between 2-5, in fact, it was the 5th of July. I'm waiting and about 4 o'clock, I didn't hear from them. I called they said he would be there at 4:55. I got a call from the driver at 6:18 p.m. He said I can't park, so what do you need me to do. I had a refinished door and I wanted to hold the door open, so they didn't mess up the door. He said the police said he couldn't park there, I was at the door and did not see any police car. He said he would go around the block for 10 minutes and if he didn't find a parking space he would have to deliver it tomorrow. I think he probably wanted to go home.  I said, "I'm on vacation today and if he didn't deliver today I want my money back.".  I told them I didn't have an alley. They gave me my money back but tied up my time. So,  I went to another place and it was the same issue they could not park, but they wheeled it up the block and brought it in and were out. I would not set foot in grand again. I specifically asked it be delivered for the date because I knew I would be off. The house does not have an alley, so they would have to deliver through the front. That order got canceled and they did refund me, I didn't have a problem with that.

Installers were on-time and super good, they unexpectedly had to move electrical outlet and fit it into wall better than old one. Also liked our dog lots.

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unknown

In store selection was good, on-line selection even better. The salesperson, Neal, was informative and helpful...the installers called the same day to schedule an appointment...the installers were professional and on-time...bought the item on Friday, it was installed the next Tuesday

It started out fine: spent 30 minutes talking to the sales rep about high-end refrigerators to replace our built-in. Was promised a quote the next day. Three days later -- including two follow-ups by me -- I get a call from the rep who asks, very gruffly, 'do you still want a quote?'  When I noted some reservation, he literally went off on me. Now I know why we see so many ABT trucks in Chicago.

My husband and I did our due diligence and considered many products and places from which to purchase our new appliances.  We got quotes from ABT, Grand Appliance, Best Buy, and internet companies.  ABT was the least expensive off the bat, but I heard Grand negotiated so I sent them our ABT quote to see if they could beat it.  They came back $200 cheaper, and could meet our integral delivery date of June 17th - worked for us.
Well, I got a call on Sunday letting me know that my appliances would be delivered on Monday, 6/17 as promised, between 12-3PM.  On 6/17, 3:30PM rolls around and I still have heard nothing from Grand Appliance.  I call Bruce, the most long-winded sales person I've ever worked with (and I am in sales myself), and he gave me a hundred excuses as to why they were late.  I spent the entire day waiting at my house for them to show up - the least they could do would be to proactively call me and let me know they were running late.  Of course, that did not happen.  
Finally they show up at 5:30PM - 2 HOURS AFTER my already too long 3 hour window.  Right off the bat - the delivery guy tells me our washing machine is backordered and he did not have it.  Um, WHAT?  He told me to call my sales rep and find out about the backorder b/c he didn't know anything about it other than it was not on the truck.  So, I have to call Bruce again and spend 20 minutes listening to him talk in circles and excuses about something that should take 5 minutes, maximum.  The washing machine did not make the truck.  They will have to deliver it tomorrow.  After I already spent the entire day waiting for them to show up.
On top of that, they tell me my range is damaged.  WHAT?!  Theres a huge scratch on the door.  I have to call Bruce AGAIN who AGAIN doesn't listen to a word I have to say but defensively talks to hear himself talk and offers solutions that I do not want to hear or need.  He off the bat tells me that if it's the door that's scratched, he can just take the door off and put a new door on because it might take too long waiting on a whole brand new oven.  You want me to allow you to refurbish my BRAND NEW oven that I bought from you b/c you couldn't get it here safely in one piece?  NOT HAPPENING.  And, are you saying there is not stock?  Oh, Bruce hadn't checked the stock yet.  Oh, there's stock - nevermind on the 20 other options i offered you other than just sending a new oven tomorrow with the washing machine.  Thanks again Bruce, for wasting my time.  At least they are consistent!
Speaking of consistent, I was given a window of 9AM-12PM Tuesday, the following day, to receive my washer and hopefully undamaged range.  Bruce even commented that they will be on time this time since I have a morning window - much better than an afternoon window he assured me.  12:30PM Tuesday rolls around - NOTHING.  I call Bruce - AGAIN- he tells me 10 excuses AGAIN as to why they are late.  Oh, the delivery before you had a ton of problems and they called everyone except for you because you were added on last minute last night.  Yes, I was, because you messed up my delivery in the first place!
I wasted another entire day waiting for my appliances thanks to Grand appliance.  And I did not even get an apology.
Finally, at 24 hours after the promised and missed delivery time and date, my appliances are in my house.  NEVER AGAIN will i give the little guys a shot - ABT ALL THE WAY - DO NOT USE GRAND APPLIANCE THEY WILL ONLY OVERPROMISE AND UNDERDELIVER!!!!

We have bought many appliances from Grand over the years, but we won't be buying any more. Their service has gone downhill. For example, you used to be able to get a two-hour delivery window when you ordered the appliance. Now, you are given a three-hour window, and not until the day before. I had actually selected a day that worked for me, but then they called me to tell me that it wouldn't work for them, and we needed to reschedule, but of course they could not give me even a three-hour window until the night before. And, when I was buying the refrigerator, the sales person kept pushing GE even though I said I did not want it, and he was dismissive of some of my concerns. This used to be a good company. I used to choose them because of their good service, and I recommended them to other people. I will no longer do so. They don't seem to run the business with the customers in mind.

They even do little nickel-dimey things like charging sales tax on the water line hookup, which is a service and thus should not be taxed.

They never called to confirm so I kept calling them. They just said they thought our dishwasher would be delivered the next day. We ended up having to wait all day and miss work because we weren't sure when they would come install the dishwasher. We thought it was over after they installed the dishwasher. Two days later we woke up to banging on the door at 7am because our downstairs neighbor was getting major water damage. We then saw there was a pool under our 2 day old dishwasher. I called Grand in emergency to come out. It took them 2 hours to just let us know that someone will be out that day- we never got a time. So another day we had to take off work. They never asked if our neighbors house was okay. They left our dishwasher in the middle of the kitchen cause we have to wait 2 days for a new one. I am currently waiting for them to come install the new one. I again, have no window of time. No apology, discount, or thought. I DO NOT recommend this company.

They gave us the best price (searched at least 5 other stores including ABT). That was the only good thing about Grand Appliance. They tried to install the oven/range but gave up VERY easily and simply said there was nothing they could do to make it fit. They did not offer to refund my installation fee. I called the salesmen (Rishi) and all he could say was "there is nothing we can do." So I tried to finish the install myself. It took me 10 minutes and I had to purchase a $3 hack saw."Nothing we can do"???? I am not handy and this adjustment I made was minor and has no effect on the unit. Also, due to the extreme cold and unfinished install, the porcelain cook surface chipped (their installers did it). When I called Rishi he told me ounce again that because I signed the delivery form "there is nothing we can do." Later, I found out that there is a 30 day cosmetic warranty and the Maytag company relplaced it for free. Even more to say, but not enough space.