GERHARDS APPLIANCES

Terrible. I ordered my GE range and hood in October and I was told I would receive it in December. I only received the range and now May 2021 still don’t have my hood. Sales people kept blaming GE for the back order and every month promising to me that I would receive it in a couple of weeks. After 7 months of patiently waiting two weeks ago they told me my hood had arrived and they set up the delivery. The day of the delivery they called and canceled because they don’t have it. This is a false hope and I called GE headquarters to get an straight answer. I was told the hoods won’t arrive until end of July. I canceled my order and found it on AJ Madison with a great customer service. I received my hood in one week.

It was a terrible experience from start to finish. Gerhard’s sold us a Miele dishwasher that took forever to arrive, wasn’t installed correctly, and after a few weeks wouldn’t drain. Their response was to call Miele and it wasn’t their problem. I’ve never in my life experienced such terrible customer service and will share as many bad reviews as I can to warn people to shop elsewhere. Terrible customer service!

AVOID THIS APPLIANCE SALES AND REPAIR COMPANY. We have been using Gerhards for 20 years in the hope that their service might improve over time. It never did. Our last experience was the worst. No more. On the POSITIVE side: they have an attractive showroom in Ardmore; they stock a broad range of moderate to high-end appliances; they consistently offer competitive prices. NEGATIVES: consistently terrible order fulfillment; variable, often marginal or unsatisfactory appliance repair provided by a cadre of independent contractors who turn over continuously. Most recently we, purchased several kitchen appliances for a major renovation of our kitchen. To assure timely delivery, we paid in full at the time we ordered with the understanding that whey would acquire our appliances and hold on to them until work began on our renovation. When the time came, we were told they were all on backorder. On further inquiry, we learned that they had never been acquired or had been sold to other customers in the interim. We had to settle for substitutes. Then we had to nag them repeatedly, not just by phone, but also by visiting the store, to acquire the appliances and to overcome terrible in-house communication over the date and location for delivery. Once we finally obtained our appliances, they called to advise that another was about to be delivered. Not ours--ordered instead by a neighbor, and they said our other appliances were others on backorder. We have accepted extra allowances for COVID, but this experience was representative of previous experience. Truthful about the appliances but recurrently not about their service. They desperately need modern order-fulfillment software and employees who take responsibility for orders. Meanwhile, I recommend that purchasers select appliances in the showroom and then order online. Not good for preserving neighborhood businesses, but necessary for peace of mind in the case of Gerhards.

After purchasing a refrigerator,a dishwasher, a gas grill and more recently a washer and dryer from Gerhards, I’ve had it with their horrible customer service which borders on the unscrupulous if not downright dishonest. I paid for installation along with my purchase of the washer and dryer. The surly delivery man informed me that the power chord with the dryer was too short and that I would have to purchase and install this myself. He left my machines out in the kitchen. The $30 part was hard to obtain as Lowe’s, Home Depot and Ace did not carry it, but I did find one and installed it Then the piping to drain the washing machine was too short to reach the drain pipe. When I called Gerhards, they told me to get a plumber. I then called the salesmen, Matthew Ashley, who sold me the machines. He was apologetic, and told me they’d refund the installation fee and the cost of the power chord and that he would come out with a repair man to fix everything. This was on a Friday and he said he’d call me on Monday to make arrangements which he didn’t. I called him and again he was apologetic and said he would take care of everything. Suffice it to say after more phone calls and emails, I’ve never received a refund nor assistance with my appliances. If you look at other online reviews you’ll see that mine is not an uncommon complaint. Lying and not standing by their products is hard to understand and unacceptable. I’d suggest you look elsewhere if you want a store that will deliver what they promise and who care about their customers. My purchase was from the Ardmore store.

I had a Bosch kitchen set delivered May 26th. The refrigerator came with a dented doors and the installer scratched the side of the fridge on my counter. The range came with a scratch on the faceplate. I had a very hard time getting anyone to help me resolve these issues. Brian Friedman would not return my multiple emails or phone calls. After speaking with another person I finally got the door and range face ordered and scheduled for install. However the tech knows nothing about fixing the scratches on the side of the fridge left by your installer. When I spoke to the person (Trish I think) she said they could use touch up paint to fix the scratches. I am under the impression now she meant I could do that. The customer service with your company is very poor. My wife and I purchased our appliances from your store expecting professional service with high quality appliances. Instead we got poor customer service and scratch and dent appliances. I would like someone to get back to me with a plan on resolving the scratches on the side of the fridge caused by your installers.

I am writing this review after many attempts to resolve a matter with Gerhard’s staff and management. I took delivetry of a GE electric oven (JB750SJSS) last week and upon delivery noticed the oven interior was not what I saw in the Doylestown store or at their website. I am unable to confirm that the oven delivered is the right model. The convection and interior lighting are not the same. I was simply trying to verify the convection type is what I purchased. After sending photos to various people and a horrible call with the Doylestown store manager during which he yelled and hung up me, I am at an impasse. To be honest, the tone was so offensive, this will be my last purchase at Gehrard’s. I always support local businesses and to be treated like this by local people is alarming to say the least. I have refrained from using the oven since delivery as I am not sure I have the convection feature I specifically chose this model for.

They didn’t deliver the day they were supposed to and didn’t bother to call to let me know, then when I rescheduled the delivery and install, they showed up claiming they were not supposed to be installing the thing and hauling away the old one. I’d never buy from them again.

We bought a new Electrolux washer and dryer in October 2017. Within 2 months the dryer was thumping due to lint being backed up in the blower motor. That took two visits from Gerhards to figure out (the first guy just dismissed the sound as normal without looking at anything ). 3 months later it did it again. I asked the Gerhards repair person if we should schedule him for every 3 months for the rest of our five year service contract or if they had some idea on how to address this problem. He had no answer. I have to go through hoops to call an actual person at Gerhards. They pass me off by telling me I need to contact Electrolux. I call Electrolux and they put me in touch with Reeds Appliance - an authorized warranty repair service. Gerhards is NOT. Reeds takes care of my problem by taking the time to call Electrolux and discover that Electrolux makes new parts to address this problem and installs them for free, under the manufacturer warranty. I wish there was some way to designate Reeds as the service provider in an extended warranty - they were fantastic and did everything Gerhards (the company I paid $) did not. So, just what was I paying Gerhards for? What good will their extended warrantee be if and when I need it? Why did I, a paying customer, have to deal with two other companies to fix the problem? Why did I have to waste so much time to solve a problem on a brand new machine? Why did I need to call another company to get warranty service on a machine they sold to me? Why can I call Reeds and get a real person who actually gives a darn, but for Gerhards have to go through their lousy website for service? I thought supporting a local business was a good thing. I have purchased over $10,000 of appliances from Gerhards over the years and was planning to purchase $10,000 or more this year for a new kitchen project. Not now. No way. They seem to have really slipped. They are as difficult, unresponsive, impersonal, and ultimately as ineffective as any big box appliance store. Looking at the other reviews, I see I am not alone. To invoke the old saying about a generational family business, maybe this is their problem: Gerhards I builds it. Gerhards II grows it. Gerhards III ruins it.

Walked into the Doylestown Gerhards, looking for a Miele Dishwasher. David approached my wife and me and answered some of our questions. We were in a hurry to replace our broken Kitchen Aid Dishwasher. I was looking for a delivery sometime this week, and David mentioned that he knew that the miele warehouse had the model I was looking for in stock, and that we could probably have it delivered and installed this Wednesday. I called him later that Sunday adn placed the order, and he told me that he would call me on Monday to confirm delivery on Wednesday for sure. I hear nothing all day, and decide to call at 5:15pm Monday. When I asked for David, the person answering the phone told me that he was off on Monday. He therefore said what he though I wanted to hear, especially since he knew we urgently wanted to replace our dishwasher. I told the very helpful person who took my call to cancel my order, as I do not like being misled nor lied to. I bought the 8 year old Ktichen Aid dishwasher at Gerhards, and that will be the last appliance I ever buy from them again.

I bought a kitchen appliance package and a washer and dryer. I had two issues with the delivery. They scratched my wood floors because the range was delivered without feet. They sent someone out to attach the feet, but the wood floors were scratched in the process. Also, the range hood was bent. I've been trying to resolve these two issues since July. I have spoken to numerous people. Sent countless emails. Mailed pictures. They have given me the run around from person to person. Each person says they will do something, but doesn't.

,

unknown

They were responsive, helpful in our decision, and came right out to fix any repairs.

Scheduled delivery to coordinate with construction.  Delivery did not occur at scheduled time.  When I called to inquire what time delivery would occur, I was very rudely told that it wouldn't be coming, and I'd need to re schedule.  After a ridiculous hold time, and dealing with incredibly abrasive employees, I eventually spoke to owner who literally screamed at me and threatened to not deliver at all.

They were helpful and their customer service was good. However, there were a few things that they didn't know. I had an extended warranty and they were confused about that.

Horrible.  The refrigerator freezes all of my food.  The service I received was appalling and the service personnel rude.  The parts took over 2 weeks to arrive at times and didn't fix the problem.  I had to call them to see if the parts had arrived. Every time I called them, it was a 2 part proposition.  I would have to give them a 4 hr window and therefore be home from work, they would come out, diagnose, order parts, 2 weeks would go by and then they would come to try to fix it.  Meanwhile my food was freezing all of this time and I threw out hundreds of dollars of food unnecessarily.  Knowing what I know now, there is no doubt in my mind that they should have diagnosed and fixed the problem right from the first visit.
I will never use them again for anything.  

The dishwasher has been broken almost since it was installed and we have had over 8 repair visits and it still is nonfunctional. we are still getting the run around from Gerhards. They will not honor the Lemon Law and have been jerking us around since 12/12. We are so frustrated and don't know what to do. We spent almost $1000 for the unit and have never really have been able to use it.

The buying process went well.  Adam answered our questions and was able to accommodate our needs.  At installation, we were told by the installers that there was a gap on the sides because we didn't order the fillers.  When we mentioned to the installer we were surprised the sales person didn't talk about this option, the installer said 'how are they supposed to know you need fillers.'  Our response was 'this is not our line of business - how did we even know to ask?' The installer said it would cost another $150 for them to come back to install the fillers.  This was extremely frustrating.  The appliance store for our previous dishwasher ordered fillers and installed them without our even asking/realizing it was done.
When we called the store, to their credit, they ordered the fillers and offered to send a different installer to come and install them free of charge.  We appreciate this but feel the original person should have discussed this with us initially to prevent the frustration with the first installer and need to schedule a second installation date (which I need to take off from work to be present for).

Poorly!

They delivered a damaged stove. They deliberately took it out of their scratch and dent warehouse. The game they run is they deliver a damaged stove then tell you they will discount the stove that they deliver. So we sent it back and then it took them forever to get a real new one out to us. Then, in dealing with the bill they must have confused us with somebody else because they charged us for somebody else's purchase; the bill had somebody else's credit card on it. They also tacked about $90 bucks on our card because they confused our bill with someone else. We finally got it resolved and that was it; we are not going to use them anymore. After this was over we found a website that lists all the complaints about this company. I will not use them again in the future.

Attractive sales room, helpful sales associate. Delivery as expected.

Stated all above.

We had a very bad experience with them. The refrigerator cost us about $7000. I was told that it would be delivered on a certain date and it was taking longer. So, I kept calling, but the salesman would never take my calls. It got very frustrating trying to get through to someone to tell me what was going wrong. Then they said that it would be delivered, but they never showed up. So, I called back and he wasn't there to take my call. Eventually, the person who handles the SubZero's in the area stepped in and he actually expedited the work for me. He got it done. It was really bad customer service. The refrigerator is wonderful. Once they took the order, I never heard from them again and couldn?t get any information. It was like four or five weeks overdue. It was really frustrating. If they would have told me that they didn?t know, then that would have been better than just avoiding me all together. I could have even got the product from somewhere else and it would have been just as good. They didn?t do the installation. I would never purchase anything from them again.

They did a perfect job. They were prompt, knowledgeable and helpful.

The refrigerator arrived as scheduled on July 31. Upon delivery, I noticed the digital display was not illuminated and no motor appeared to be running. The two installers indicated that it was working and ?may just take a while to kick on.? After several hours, it was evident that it was not working. I called Gerhard?s that afternoon and scheduled service to come out the next day. The technician determined that the motherboard was dead and wanted to arrange for it to be repaired. I indicated that we wanted a new refrigerator and was told we would receive a call Friday morning indicating when a replacement would be delivered. On Friday morning, July 31, I contacted Gerhard?s again. The sales rep indicated he would ?look into it? and get back to me within the hour. At 4pm that day I still had not received a call so I called again and was put in touch with service, who then told me this was a GE problem, and that I would have to contact GE directly for a replacement. GE said they could replace the refrigerator, but it would be five business days to get a new unit. Since it was a Friday, we were now looking at a full week without a refrigerator. After replying that this timeframe was unacceptable, GE indicated we would need to work this out with Gerhard?s. After several calls, and no return calls, I was finally able to reach Richard Gerhard late Friday evening. Richard reviewed the file and after I mentioned there was another unit in inventory, he agreed to have it delivered on Monday, August 3rd. On Monday, the delivery truck arrived and instead of dropping off a new unit, they indicated they were there only to remove the DOA refrigerator. My wife indicated that we were expecting and needed a refrigerator that day. After a back and forth between Richard Gerhard and the installers on the phone, the drivers left and returned shortly thereafter with a replacement refrigerator. Hoping that the ordeal was almost over, they then discovered that after hooking up the refrigerator to the water line, a leak had formed at the connection that the installer couldn?t fix. The installer indicated that service would call the next day to set up a time to fix it. As we had come to expect, we received no call and had to call ourselves. The service call was scheduled for Friday. Prior to ending the call, I asked to speak to Richard Gerhard. I was told he was with a customer, and was placed into his voicemail, asking that he return the call that evening. Wednesday afternoon a gentleman called saying he was the plumber from Gerhard?s and wanted to come out and fix the leak that day. I left work early in order to meet him at my home that afternoon. At that point, I still had not received a call from Richard Gerhard, so I placed another call to the store trying to get to the bottom of why we were receiving such poor communication and customer service. Upon receiving my call, Richard looked up the account in the computer to refresh his memory. Rather than being concerned with my experience, Richard became extremely defensive stating that he talked to the team regarding what happened so that it would not happen again. He also indicated that as far as he was concerned, this was a GE problem and he had gone out of his way to accommodate us, considering how may deliveries he has to worry about every day. When I stated that I understood, but was still unhappy with the level of customer service we had received, Richard proceeded to hang up on me. The following day, I sent a letter, much of which is contained here, to Charles Gerhard, President of Gerhard?s Appliances and Gene Gerhard the Store Manager of the Glenside store. We indicated how disappointed we were with our experience, and asked to at least have our delivery charge refunded. We have never heard from anyone.