Grand Appliance & TV-Naperville

Buyer beware!
Extraordinarily poor service, combined with an indifference in acknowledging and taking accountability for issues, made our experience with Grand Appliance & TV one we regret and will never repeatHaving spent over $10,with Grand, we expected more
In preparation for a relocation to a western suburb of Chicago on August 1, I contacted Grand in mid-June to get estimates on stove top, double oven, refrigerator, dishwasher, and washer and dryerAfter research and providing measurements of the space, we decided on specific brands and models, and were advised by the sales rep that we should order the appliances during the week of July 17, to ensure delivery on August 2, when we had scheduled a plumber and electrician
Between mid-June and July 15, I found a better offer through a major box storeThe Grand rep offered a floor-demo refrigerator, and washer & dryer at a discount to keep my businessI agreed, with the caveat that the floor demos were in new condition, and because I was more interested in supporting neighborhood businesses to boost local economyThe rep boasted that Grand’s services were far superior to any big box store
I inquired of the rep again on July 16, what was needed to ensure delivery on August I did not hear from the rep until July 20, when I ordered the appliances and paid the depositThe following week, the rep advised that the double-oven was a custom size, needed to be manufactured, and could not be delivered on August 2, with delivery date TBDThis began a series of timing and delivery issues, ALL which could have been avoided had the rep advised me to order earlierThe rep had the measurements well ahead of time, so should have researched and known it was a custom size
The delivery staff was extremely unpleasant and unorganizedThey were totally unaware of all of the appliance installation and removal details agreed to by the repGiven the delays and mistiming of the deliveries, I assumed this would have been clearly communicated to them by the repThe rep later said there had been new software installed causing the confusion I expected better service than reliance on software, especially given the amount of money spentThe floor model refrigerator was damaged and the rep did agree to replace it and deliver it when the double oven was delivered
Because of the mistiming of the double oven order and subsequent delays in deliveries, we had to incur additional costs for another plumber and electrician visitAlso, we later discovered the floor-model dryer had some damages
I carefully documented all the service issues experienced, the unpleasantness and disorganization of delivery staff, the extra costs and inconvenience caused by the mistiming of the double oven order, and the damages discovered on the dryerThey offered a two-digit refund for the dryer damages
When I asked about the other issues and additional costs, Grand responded saying I was responsible for the delay since I did not place the order until mid-July, when I did so based on the advice I was given in June by the repGrand took no responsibility for not knowing it was a custom order, nor for the demeanor and disorganization of their delivery staff, and even tried to blame me for the damage to the dryer
They kept stating that ‘at least everything got delivered and installed’They seem to have no interest in the quality of their services, only that they sell appliancesNot sure what makes them so ‘Grand’?!