Warners' Stellian Appliance Warehouse/Headquarters

We have been waiting for over 6 weeks for our refrigerator to be fixed, and we purchased Warner Stellians iron clad warranty that states if they cannot fix, they will replace. Does not happen! Their warranty declined a replacement and they and we are waiting for LG to review for replacement. They are passing the buck and not even responding to emails and requests for explanations as to how long this is going to take. We have appealed to more people that we can count, but they do not care. Do not believe all their slogans that they care for customer, because they do not. DO NOT PURCHASE ANYTHING FROM.WARNER STELLIAN!! They do not stand for customer, only getting money.

I have purchased my appliances through WS for years. These last 2 (Samsung ref. Electrolux stove) have proven to be lemons. Even with the extended warranty, WS's customer service, ability to resolve the issues have been abysmal. We have had to stay home from work 8-10 times to have a repair person come and the appliances are fixed for a while--they break again. I have had to throw out so much food because of lack of cooling in the refrigerator and I have to turn the stove off at the circuit in order for beeping to stop. Quality of merchandise is terrible. Customer service terrible. Last straw: rude customer service person when getting details on exact arrival for repair.

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I purchased a Bosch Axxis stackable washer/dryer during the store's annual appliance warehouse sale on 10/27/2014 for $1721.78. I picked up the washer/dryer on 11/20/2014, which was a fairly major ordeal since the computer systems were down and the warehouse guys had to hunt the Bosch set down, taking more than an hour.

I wasn't able to install and test the appliances until early December. When I installed the washer (the lower level) in our new home in Red Wing and a few moments ago I discovered that the front leveling feet had been left off of the washer, making it impossible to level the washer or complete the installation of the dryer. The factory double-wall water supply hoses had been replaced with cheap crap from some other washer, also. The installation was delayed because, due to the time of year, it took us a month to schedule a plumber who could install the water and sewer service in the laundry closet. We have been going without our own laundry service since we moved to this house in mid-November and after being informed of the missing parts it took Warners' Stellian customer service until late December to agree to supply the missing leveling feet.

Along with the missing parts, I was disappointed to discover that the washer was not just a "floor model," but had been a used set, probably returned by a dissatisfied customer. When I untied the water and sewer lines I discovered the washer had quite a lot of water in it. No one, at any time, warned me that the washer was full of water and could be damaged by freezing. I don't believe it did freeze, but it was in the low 20's when I trucked the washer from the Cities to Red Wing. WS's customer service claims this is "normal," but after checking with Bosch directly I learned this was untrue.

When I contacted the company's Customer Service about this turn of events, the best they could offer was that they'd order the leveling feet and send them to us when they arrived. No apology or excuse was provided for the fact that the appliances were not new but used. My wife and I have bought quite a few appliances from Warners' Stellian in the past and have always considered the company to be an excellent local service provider. This experience puts a dent in our faith in Warners' Stellian. I probably won't consider them, again, for any future appliance purchases unless the price is substantially below other providers.

Funny follow-up: Customer service called to tell me they would get the leveling feet ordered Thursday, a week after I called to tell them our washer had been shipped incomplete. To top it all off, she said there might be a shipping fee for the parts if they didn't fit into their "standard packaging." So, since I offered to install the parts myself instead of letting customer service send a service tech to install the missing parts, it would cost me extra. Later, she called back to say the parts did fit into a standard package, so they'd be shipped for free.

A few days later, Customer Service called to say the parts would be available for pickup on December 22 and we went through the whole song-and-dance about this being a defective new purchase, again. After lodging a complaint with the Better Business Bureau, I got a call from the Customer Service Manager. She promptly got the right parts on order, shipped them directly to me for installation, helped me obtain the proper water supply hoses, and extended the warranty on our washer/dryer an extra year as an apology for the confused service. Thanks to that effort, I changed my overall grade from D to C.