Basco Appliances Supply Co

I purchased a dryer from Basco this week. When I got it home and hooked up it wouldn't turn on. The shop was closed, but I called the following morning. Sales rep (Gayla) was super understanding and helpful and very quickly provided me with two alternatives. I selected one and their team arrived later in the day, removed the one I had purchased and installed the replacement for me. Took less than 24 hours. They also took my old, previous dryer away. Can't say enough about the top notch customer service I was provided. I would definitely work with them again. Highly recommend.

Once our $6,500 grill finally arrived we went in to pick it up at the main location. The secretary working the front desk was condescending and snide about how “will call” pickups are actually at their offsite warehouse 20 minutes down the road. (Which she claimed was less than 5 minutes away). After getting to the poorly labeled offsite warehouse and waiting for 30+ minutes for them to bring our grill out to load they brought it out on a pallet, set it down in front of our vehicle and stared at us waiting for us to load the incredibly heavy grill that was secured to the pallet with banding and shipping screws. After asking for assistance getting it in or to borrow scissors or a screwdriver to remove it from the pallet the forklift driver reluctantly brought out two screwdrivers and stood there offering zero assistance in removing the grill from the pallet to load. After asking for some assistance from the front office the warehouse manager came out and proceeded to get in our face and scream profanities and about how if we didn’t have better attitudes he would “keep the f***ing grill and kick us the f*** out of there”. After spending over $50,000 with this store on appliances in the last 20 years this will be the last purchase we ever make here due to the fact that every single employee we interacted with today was incredibly disrespectful and aggressive/angry.

Buying a high-end appliance for your home should be a pleasurable experience; if this is what you are looking for, avoid GE/CAFE/BASCO. The design of the appliances is excellent, but the companies behind them have cultures that are rotten to the core. In the 300 days from the time I placed the order until it was finally completed, I have been lied to, ignored, and dismissed by Basco and GE. They told me that they ordered the units precisely; they did not. They ordered the wrong options. They told me that the appliances were on their way; they were not. I assume that they reallocated my units to a developer. They told me that the repair work order was in; it was not. It was at an employee's desk, and no one noticed that it was not processed until I called. Trying to get a straight answer from them on the status of an order is more challenging than getting an honest answer from a politician. GE/Cafe is also complacent in this fiasco. I called them to verify BASCO information, and they were dismissive and unsupportive. They have no escalation path or a way to track orders. I filled out their standard form several times, and no one ever reached out to me. I am sure that the management teams will blame all the problems on the Sales Person. He did fail miserably, but the amount of incompetence and dismissive behavior encountered is spread wide inside the organization. Avoid BASCO and Café products at all costs.

Not well. They promised a rebate on the third appliance, a micro wave oven, if we purchased it, but the rebate never came through. We called many times and went in to the store for over 6 months trying to get the matter resolved, and finally gave up.

I often cannot get a hold of Brad when I call and he is unresponsive as well.

Dryer diid not work. Waited 6 weeks for a new one. Terrible communication from the company to the customer. I called 10 times to inquire what was going on. Most of my calls were not even returned.

Good quality options at low cost. I got a floor model for a deal. I just wish they had their own installation services to make this work more smoothly. I had to call the services separately and make arrangements and they were not as happy to put in a high-rise condo - this caused a bit of break in the excellent service I had and would have been better if Basco helped arrange for me.

The sales person was very friendly and helpful He took the time to learn how I would use the range, then tailored his discussion of various makes and models to that. I had shopped around and knew that the price of the range was fixed, but the delivery and installation costs were reduced from what other retailers were offering, so I went with Basco.

The problems started after I purchased the range. I had sold my old range and needed to coordinate moving the old and new with the buyer. Plus, since I sold the old range, I no longer had use of it, so cooking was difficult. I tried to contact the sales person by email and phone to get the status of the delivery and installation. He didn't return my calls and email. The estimated date of delivery had passed and still no word. I finally got in touch with him. He said he'd been out sick and the receptionist should have said so and connected me with another sales person who could have taken care of me. That made sense but I have no way of knowing what really happened.

Anyway, things got back on track. The delivery was smooth, the range was installed, the buyer of my old stove had a good experience and all worked out well in the end.

BASCO finally supplied me with a loaner.  I think the photos say it. all.

On October 15, 201, I awoke to water all over the floor.  I'll summarize, but it is 11/6/2014 and I still do not have a working refrigerator.
Numerous phone calls, with very long holds (20-30) to Jenn Aire and the required warranty repair company Appliance Repair Hospital, I have contacted Dave, Brad and Tim at BASCO.  Tim Grunwell, the General Manager of BASCO, did contact Appliance Repair Hospital and email me telling me what Appliance Repair Hospital had already told me.  Not once, did he mention that they could supply a loaner.  I also asked them for the cost of a new refrigerator so they new I was trying to get a refrigerator and still did not mention a loaner.
I might add that I have told  Tim, Dave and Brad that I was in a car accident on 9/14/2014 and had a head injury and that all this calling was h****** me; not to mention having to try to eat without refrigeration.
It was only after I mentioned my problems to a friend and had gone to another retailer to see about purchasing a new refrigerator (I didn't want to use BASCO again) that I found out that loaners were commonly offered in these situations.
On Tuesday, 11/4,2014, Appliance Repair Hospital came out again (3rd visit - it worked for 24 hours after the last visit and I told BASCO that) and worked on the refrigerator.  After two hours of running, I could tell it wasn't cooling.  I called Brad at BASCO and told him and based on the conversation from Monday, I asked that they have a loaner ready for Wednesday delivery.  Brad told me to call Wednesday morning which I did, only to be told they couldn't do a delivery until Thursday.  
I have spent hours on the phone, paid for a third party evaluation, had to eat out, reschedule doctor visits and in general stress over this at a time when I really didn't feel good.
Clearly, the customer is not important to BASCO.  BASCO has said this is a very uncommon problem.  If it is so uncommon, why haven't they stepped up to the plate?  I am entering my fourth week without a refrigerator.  If BASCO cared about their customers this problem would have been solved on Octoer 24, 2014 when I contacted them.

We had a good experience with them.  They were very professional and punctual.