The Appliance Loft Llc

We bought a number of appliances for our remodeled kitchen 6 years ago. They sold us on Bosch as high-end, German-made products. When we had our second repair issue with our dishwasher, I had to go to the store. Fortunately, Reese was the one who heard my concerns. He contacted the area manager for Bosch, and more that just the perfunctory apologies, Bosch was willing to sell us a new unit for a greatly reduced price and Appliance Loft somehow waived the install fee. They stand behind their products; don't let the price enticements from the big box stores lure you because this store truly stands behind their products and sales pitch.

Seamlessly! We spoke to Nicole at the store, and she immediately sent all pertinent info by email. We ordered the appliances right away, and they were delivered in a timely fashion. We love the new set (not matching "officially", but they look great together!) All paperwork was sent to us for future reference, and the whole experience was wonderful. Nicole was truly an excellent product advisor and an understanding, responsive customer service rep. We'll return as needed. PS the service installers were courteous and knowledgeable, too.

Ordered & paid. Were told it would be in in a week to 10 days. A month & a half later still did not have it. We would call weekly to check the status & would be told it should be in on Friday, Friday would come & no call. They would typically not answer the phone unless we blocked our numbers or called from a different number. One young lady called my husband back when she said she would. John, a new salesman, was helpful & when i called after a month & 1/2 & said i was DONE, he immediately refunded my money. I ordered the downdraft from another store on Saturday, had it in my house the following Wednesday. Overall, the worst customer service we've had in a long time. Shop elsewhere.

A 29" refrigerator ( $1500) was purchased from AL and $60 add'l to use the ice maker (nothing unusual, just a regular hookup.) Second refrigerator also leaked. Their service person handled the situation by turning off the icemaker plus all water in the kitchen. I've sent several emails and last January stopped at their office and was told they just needed to finish paperwork on the matter which would take about a week. Still waiting.

REBUTTAL TO COMPANY RESPONSE: As we discussed, only one service rep. came to inspect the dishwasher for The Appliance Loft, not two as they had indicated to you in their reply. A-1 came to check the dishwasher, but performed no diagnostics, including water temperature readings on the wash cycle (which is the issue). We did, however, have an independent and reputable appliance service tech inspect the wash cycle temperatures and found it to be insufficient to what the Owner’s Manual states. This appliance repair firm stated that the unit needed a “control”, which can no longer be obtained (emailed service ticket to you in our original complaint). I would like to see the reports from the examination of “two completely separate service companies with the same determination that the unit was working properly” (as indicated in the reply to you by The Appliance Loft). I did obtain a copy of the A-1 report on May 25th, which says that steam comes out and the dishes are clean. This is not the information that was given to them. Otherwise, we would not have needed them to inspect the dishwasher. The A-1 tech was told about the dishes having to be rinsed before washing in order to be clean. Also, the A-1 tech was told that the pet dishes have to be sanitized before washing or the odor will remain on the dishes. The sanitize mode will get hotter rinse water, but does not resolve the cleaning or odor issue. In addition, Bosch Field Representative, Curtis McNaught as well as the independent service repairman agreed that the dishes should not have pet odor or food on them after washing. Bosch, A-1 and The Appliance Loft have been notified that the dishes need to be rinsed before washing and pet dishes need to be sanitized to prevent odor from remaining on “cleansed” dishes. All three have also been notified that the wash temps are substandard according to the Operation Instructions guide. None of these issues have been addressed nor resolved. As I also mentioned, I have videos of the refrigerator malfunctions. If The Appliance Loft feels that it took a “considerable loss” for the refrigerator, it was not due to our returning a defective unit. They could certainly handle this with Bosch. We should not be penalized for returning a refrigerator that was visibly defective - you had to press the water button several times on occasion to get water, received 95% cubed ice for crushed ice, and had higher than normal temperatures for the refrigerator setting (often near 40°F or higher). A-1 agreed that the report that they had conducted on the refrigerator temperatures showed readings higher than permissible. A-1 then proceeded to change the front display panel only, which made no difference. Because the “repair”, made by A-1, did not fix the problem, we believe that this should not be held against us. I can also video the dishwasher water temps, using a Fluke meter, if need be.

The salesman failed to disclose that the Dacor model he was selling had a manufacturers defect in which the timer was barely audible. We found out that this was a mistake made by the manufacturer that is present in all Dacor models and that it could not be fixed. I suspect that they try to hide this detail from customers since they are a Dacor dealer and want to sell the Dacor product. The salesman had knowledge of this issue at the time of the sale and did not disclose it.

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Outstanding experience; sales staff quite knowledgeable, patiently answered questions on multiple visits, responded quickly to email and phone contacts, even wrote a thank-you note for using their business; much better experience than big box appliance stores and prices comparable. This store also has appliances that no other local stores carry

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Had not shopped there before because i thought they only carried very expensive high end models that I couldn't afford. . I was wrong. I was able to spend what i would have in a big box store and received a much better product . Salesman explained all the different models and features and helped me feel confident that Iwas buying a product they would stand behind.. Installation was quick and courteous. Will be buying all my appliances there in the future.

I was very pleased with Appliance Loft.  The sales rep.  showed me several dishwashers with advantages to each.  I purchased a Bosch with her help and it's perfect.

Installation was also great.  This was for a small kitchen and not an easy install. 

I plan to purchase a refrigerator soon and AL is where I'll shop.

I liked the shopping experience, but when I called back later, it seemed like they were too busy to answer my questions once the sale was made. I like my appliances, but wish I had gotten better instructions in how to use them. When I went back into the store, I felt like a nuisance.  Their attention was with the new potential customers in the store.

Better price than HH Greg. They were great to work with, and told me about a rebate offer that refunded $500. Installation was flawless. We did have a minor issue with Microwave, but they scheduled an appointment and it was fixed. Love the appliances even a year plus later.

Our Ariston dishwasher, installed by our builder, was in constant need of repairs so we decided to replace it.  After reading reviews and consulting with our dishwasher repair service (A-1 who we highly recommend), we decided to purchase a Bosch.  We asked A-1 which companies they would recommend for the purchase and they mentioned Custom Distributors, Ferguson, and The Appliance Loft.  I called all 3 companies to compare prices and availability in addition to the big box stores like Best Buy, HH Gregg, and Sears. The Appliance Loft quoted the best price of all.  I wanted to personally see the different Bosch dishwasher options and Kevin at The Appliance Loft suggested I come look at the models on display in their showroom.  Not only did he quote the best price, he also had a 1/2 off special for installation ($80) and helped me submit a $50 rebate to Bosch!  A day later, Kevin called to tell me the model I purchased was on back-order until mid-November, so he had pre-arranged with Bosch to give me the next model UP in features for the same price!!  Seriously, this quality of service is rare these days, and I am thrilled to have chosen The Appliance Loft.  The dishwasher was installed beautifully and we love it.  Believe it or not, Kevin helped me resubmit my new invoice for the more expensive dishwasher for another $25 in rebates.  Wow!  Amazing service and prices.

The folks at The Appliance Loft were wonderful...knowledgeable and very helpful.  They were very efficient and attentive to our request for information.  We had had a bad experience at a rival appliance store in KY.  We called The Appliance Loft and gave them the specifics on the Whirlpool washer and dryer we wanted.  As promised, they called us right back and told us that the models were available in our area and that they could order them for us and have them within a week.  It was a very pleasant experience to deal with a very professional and efficient appliance sales staff who cared about the customer.  A week later the two appliances were delivered and installed.  I give The Appliance  Loft an A Plus in all categories.

.They have a really good selection of appliances from the top names. They were ok. I had contractor problems and I didn't know when the kitchen was going to be ready and because it was a good price on the product but I had no where to store it  so they stored it for me for free.

Overall my experience ranged from very good to poor.  The positives: nice show room, product knowledgeable sales person and competitive prices.  Flexibility in working with the rebate program was helpful.  All Items were purchased on March 8 and I was assured that a March 26 delivery would be possible with this amount of lead time. 

For a number of reasons our contractor wanted appliances on site at the start of the project  - March 26.  While our fridge, range, wall oven and dishwasher arrived (March 27) within one day of the requested delivery date the microwave and trim kit was another story.  These two items were critical because the contractor could not install the wall oven without the microwave and trim kit on hand.  

Upon delivery of the other items I was informed that the microwave and trim kit were on back order and would arrive on April 8,  that date passed and after calling to check again it became the week of  April 22 for delivery and when,  I again called to verify if they would arrive so our contractor could finish on April 27, as scheduled, I was informed that we are now looking at the first week of May.    I wondered if I didn't call to ask the status for the delivery of these items when would I have found out about the delays?  The thought of having our $1500 oven taking up space in our garage for over a month and our kitchen continued to be torn up and family disrupted while  waiting for a $250 trim kit, that seemed like it would never arrive, got very old fast. 

After this last  delay in getting the trim kit  I decided to take it upon myself and called custom distributors, who luckily had the item in stock, so I drove 60 minutes round trip and picked it up.  The next day I drove to the Appliance Loft warehouse (another 40 minute round trip) to pick up the microwave - just so I could be assured that we would have these items available so that our contractor could finish the kitchen as scheduled.   After I told the sales person that I went ahead and picked up the items I asked if I could have some of my $65 delivery charge refunded to compensate for my time and the savings they had by not having to deliver  these items out to my home.  I was told well they would have delivered them (when??) and that a partial refund would not be provided. At this point it was not about a few dollars for delivery.

While I don't hold the sales person responsible for production or factory related delays it would have been nice to have a little more sense of urgency and ownership in resolving my issue as a customer.

Delivery occurred when promised.  First the old refrigerator was removed.  Because of space limitations, the new refrigerator doors (there were three as it is a french door refrigerator) had to be removed in order to get the new refigerator into the house and they had to carry it around to the back of the house, up the deck stairs and into the house through the door to the deck!  I was very impressed as to how they handled these rather difficult logisitics. The new refrigerator was then put into place, the icemaker/water dispenser was hooked up to the existing water line, the refrigerator doors were reinstalled, and the legs were leveled.  I was also given instructions about the water dispenser and ice maker.

I picked up the stove at their warehouse. We had to remove the box in order to fit the stove into my wagon.
I hired a plumber to install the black pipe connector for the propane line. This took most of the day. The stove
installation directions were not clear on changing the orifices, but we figured it out.

The Premier stove's lower drawer channel was bent and had to be replaced by a service company from Dayton.

I purchased the brand for its ability to be used during a power outage. The electronic ignition permits the use of a
a flame to use the oven as well as the burners.

My major problem with the stove (other than its less than robust construction) is the inability to level the grates for the burners.
The drawer channel was apparently installed in bent condition and the drawer doesn't quite close properly.

After shopping for a slide in electric range from every place on the west side and through my discount at the GE store, I finally sent an email to this vendor after finding them online. They were professional and responsive to my email. We negotiated everything online and the only time I even spoke to them was to provide the credit card number. If I have any complaints its only that they didn't follow up with me to schedule a delivery date. I had to contact them. Once that was done the appliance was delivered on time and was perfect.

The appliances I purchased were floor models in perfect condition. They were delivered two days later. The delivery men were not prepared to deal with unforeseen complications (the old hoses would not come off of the faucets) and could not level out the appliances properly (though I had no problem doing it later). The pedestals were damaged in delivery. The drawers would not slide properly on their runners and would not close. Even before the delivery men had left I reported this to the shop. At first they were not sure what they would do about it. After a couple days, they agreed to replace them. However it took a full month to get the replacements. During that month I called them many times, getting an answer only occasionally. They never once called me to update. At my request they faxed me a copy of the order for the replacement pedestals. Three days after the estimated date of delivery on that order, I called the manufacturer to complain and initiated the complaint resolution process through Angie's List. On the day they heard from Angie's list I got a call from the shop. Several days later the manager of the store came to my house himself to install the replacements. The price on the merchandise was good. They did arrive when they said they would. So in these areas I give them A's. The initial set-up was poor, but they corrected that; so I give them a B for quality. The salesmen but not the initial delivery men were professional in their attitude; so a B. But the responsiveness was very poor; in this area I give them a D.

The prices were comparable to better than other stores for the same appliance. Generally, I believed the appliances would be in with 7-10 days except the range hood. This is what other stores told me. Dishwasher came in quickly, Wine frige a little longer. Warming drawer took longer than expected (I think order wasn't place promptly with manufacturer). Range-top also took longer than expected but it is made to order and he worked with sales rep to push for it. Chimney hood was strange. Appliance Loft was quoted a price on the brand and configuration I wanted. A month into the order/manufacturing process, he was told they couldn't make what I wanted. I had to cancel order and go to my second choice. Appliance Loft had that chimney hood in stock for another customer who wasn't ready for it. He sold me that one and reordered for the other customer, so I got the range hood without further delay.

My experience with them went very well. The sales person was also the installer and he was absolutely fantastic. He reviewed everything with us and he answered a lot of questions for us. He came out to install and he did an excellent job on it.

The Appliance Loft delivers appliances. My experience has been good with The Appliance Loft. They usually have a good reason but sometimes the appliances have not been delivered at the expected times. I will continue to use The Appliance Loft in the future.