We had a situation which Grand Appliance handled in the most unprofessional wayMy landlord ordered an over the range microwave to be delivered and installed to my apartment in downtown ChicagoDelivery date May 27th (Friday of memorial day weekend), time slot 8-AMI took time off from work to be there on timeThe guys came at about 9:30, dropped the microwave, but told me that they didn't have any order or authorization to install the applianceThey dropped the microwave and told me to call 847-336-after an hour or so since the business was not picking up the phone at that timeIn retrospect there were enough of red flags by this timeI called the number at 10:17, spoke to Gerardo [redacted] who told me that the guys were supposed to install the appliance as the order clearly stated "INOTRGRAND" meaning installationHe told me he will contact the installers and someone should get back to me with further informationI extended my time off from work waiting to hear from themBy this time I knew I may not get back to work that dayThankfully my work is slightly flexibleAfter waiting for hours, I decided to call them backGerardo answered mentioning he didn't hear back from installersHe assured that "someone" will contact me today and will get the installation done today for sureHe didn't have a time slot and didn't really have a good plan on what I should be doing in the mean timeAfter waiting another hours (its about pm now), I decided to leave to run some errandsI get a call from installers at 3:PM saying they will be arriving in about an hour depending on trafficSince I was also out by then, I told them I will also take about an hour to reach home and requested them to wait in case they arrive before meThe installers arrived at my building's front desk at 4:26, I am about minutes awayI requested them on the phone to wait for minutes till I get thereI arrived at about 4:45, installers have leftMy front desk staff told me that installers told him they will wait and then stepped out of the lobby (probably spent 5-minutes there)I tried to call them at 4:PM, no answerCalled the store number, first attempt no answerSecond attempt, reached corporate office, told them the entire storyThe guy tells me he will look into the matter and give me a call back nowNo answer in minutesI call back again, this time talk to some guy in the store, again reciting him the whole storyHe promises to call me back with more informationHe did call back (first call-back I received from this business) and told me that Gerardo is gone for the day and will be calling me back first thing in the morning tomorrow when he gets hereNext day, I waited till PM, no call backI called Gerardo myselfHe tells me I will have to reschedule the installation, he is not sure if it will be Wednesday or Thursday, and he doesn't know the timeThe standard process is "someone" will call me a day before the schedule and give me a time slotIssues identified: The very first person who delivered my microwave had no idea it needs to be installed when the order clearly said soHe is not able to schedule the installation, leaves a number for me to sort this outI ended up making numerous calls to the company to 'sort' this outEvery time when they told me I will be getting a call back, they fail to do so (except the one time I mentioned earlier)I ended up waiting for them in my apartment for more than hours on a working dayThe company had no regards of my timeThere is nothing predictable on when/how the service will be provided to meThere is no one who can provide with some estimateThe installers didn't wait for minutes when I clearly stated them that is a very likely possibilityMore so, they failed to inform me or the front desk that they indeed are leavingThey reported to their office that they waited for half an hour at my place which is an incorrect statementI have logs to prove thisThis is particularly disturbing given that I waited for them for >hoursIt seems like their left hand doesn't talk to their right handThere is absolutely no accountabilityThe company is not apologetic to this whole situation whatsoeverThe current status is: Its Sunday todayI have to wait til Wed/Thurs to see when and how the installation actually happensOf course, I will be taking additional time off to deal with this, particularly knowing that the installers may not wait for any time if they don't find me at my apartment when they arrive
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey have called and said that we will get a new
refrigerator in about weeks or so If I do not hear from them in that time frame, I will contact you again to pursue this ***er I did not buy a defective refrigerator off the floor with a discount I bought a brand new refrigerator with no defects Also the salesman at the Orland Park location was very rude to me and said that it was my problem During this time I had trouble sleeping thinking about this and how it bothered me Plus my husband and I are seniors and it feels like they were taking advantage of us
Sincerely,
*** ***
We have had a terrible experience with *** generally and with the customer service contacts located in this office specifically We ordered a brand new cooktop, wall oven, and microwave from *** The wall oven they delivered was defective and could not be installed We called and requested a replacement since they delivered a broken item, but they refused and sent out a service person from *** This person could not fix it We called back a second time and they sent out another service person This person could not fix it either and told us we should get a new oven given that we were obviously provided with a defective product We called back again and Grand (both the Forest Park store and the main customer service department) again refused to replace it and asked us to wait for another service person to come out to take a look We told them that was unacceptable and if they could not replace the oven or refund our money, we would contact the Revdex.com and our credit card company regarding the problemThe customer service manager threatened that if we did so, *** would delay fixing the oven We filed a complaint, and customer service responded that we were "complaining" that the oven "was not heating." I believe that is the whole purpose of an oven, and also note that in fact the oven does not do anything, it cannot be turned on and is totally non-functioning, a fact which we have clearly communicated to *** on several occasions In his response, the customer service manager also stated that we complained about the Saturday service appointments, which is not true - like most people, we work, and are unavailable to be home for a repair during the week, and that we refused an upcoming service appointment, which is also not true We didn't order or pay for a broken oven, we ordered and paid for a working oven, and that has not been provided
We have been working with [redacted] to replace the damaged door, but the appropriate part was never shipped to us in good condition, resulting the delays. I am sorry Grand Appliance & TV was not able to resolve this situation sooner for you. However, we are going to exchange this for you as soon...
We had a situation which Grand Appliance handled in the most unprofessional way.
My landlord ordered an over the range microwave to be delivered and installed to my apartment in downtown Chicago. Delivery date May 27th (Friday of memorial day weekend), time slot 8-11 AM. I took time off from work to be there on time. The guys came at about 9:30, dropped the microwave, but told me that they didn't have any order or authorization to install the appliance. They dropped the microwave and told me to call 847-336-4725 after an hour or so since the business was not picking up the phone at that time. In retrospect there were enough of red flags by this time.
I called the number at 10:17, spoke to Gerardo [redacted] who told me that the guys were supposed to install the appliance as the order clearly stated "INOTRGRAND" meaning installation. He told me he will contact the installers and someone should get back to me with further information.
I extended my time off from work waiting to hear from them. By this time I knew I may not get back to work that day. Thankfully my work is slightly flexible.
After waiting for 2 hours, I decided to call them back. Gerardo answered mentioning he didn't hear back from installers. He assured that "someone" will contact me today and will get the installation done today for sure. He didn't have a time slot and didn't really have a good plan on what I should be doing in the mean time.
After waiting another 2 hours (its about 3 pm now), I decided to leave to run some errands.
I get a call from installers at 3:36 PM saying they will be arriving in about an hour depending on traffic. Since I was also out by then, I told them I will also take about an hour to reach home and requested them to wait in case they arrive before me.
The installers arrived at my building's front desk at 4:26, I am about 15 minutes away. I requested them on the phone to wait for 15 minutes till I get there.
I arrived at about 4:45, installers have left. My front desk staff told me that installers told him they will wait and then stepped out of the lobby (probably spent 5-10 minutes there).
I tried to call them at 4:50 PM, no answer.
Called the store number, first attempt no answer. Second attempt, reached corporate office, told them the entire story. The guy tells me he will look into the matter and give me a call back now. No answer in 30 minutes. I call back again, this time talk to some guy in the store, again reciting him the whole story. He promises to call me back with more information. He did call back (first call-back I received from this business) and told me that Gerardo is gone for the day and will be calling me back first thing in the morning tomorrow when he gets here.
Next day, I waited till 2 PM, no call back. I called Gerardo myself. He tells me I will have to reschedule the installation, he is not sure if it will be Wednesday or Thursday, and he doesn't know the time. The standard process is "someone" will call me a day before the schedule and give me a time slot.
Issues identified:
1. The very first person who delivered my microwave had no idea it needs to be installed when the order clearly said so.
2. He is not able to schedule the installation, leaves a number for me to sort this out.
3. I ended up making numerous calls to the company to 'sort' this out. Every time when they told me I will be getting a call back, they fail to do so (except the one time I mentioned earlier).
4. I ended up waiting for them in my apartment for more than 7 hours on a working day. The company had no regards of my time.
5. There is nothing predictable on when/how the service will be provided to me. There is no one who can provide with some estimate.
6. The installers didn't wait for 15 minutes when I clearly stated them that is a very likely possibility. More so, they failed to inform me or the front desk that they indeed are leaving. They reported to their office that they waited for half an hour at my place which is an incorrect statement. I have logs to prove this. This is particularly disturbing given that I waited for them for >7 hours.
7. It seems like their left hand doesn't talk to their right hand. There is absolutely no accountability.
8. The company is not apologetic to this whole situation whatsoever.
The current status is: Its Sunday today. I have to wait til Wed/Thurs to see when and how the installation actually happens. Of course, I will be taking additional time off to deal with this, particularly knowing that the installers may not wait for any time if they don't find me at my apartment when they arrive.
I don't even know where to begin...I went to Grand Appliance to purchase a Stand Up Freezer, Range, Microwave, Dishwasher, and Refrigerator. I was told by the Salesman, Bruce [redacted], that I had to apply online for the free financing. I have never had to do that before, usually if the store is offering free financing, they do the application for you. I thought it was odd, but I went ahead and did it. I was told I was approved for x-amount. I had the appliances delivered to my residence. I received phone calls from Bruce stating that I was never charged for the appliances. I tried to rectify that numerous times. Every time I was told I would get a call back, I never did. Bruce was very rude in trying to resolve this matter, even though I was trying to do as I was told. I purchased these appliances in early July and wasn't charged until the end of August. I am not even sure that I have been charged. I have gotten so frustrated over this poor customer service that I was given the name of Chris [redacted], Customer Service Manager. I told him that I no longer wanted their appliances, I was sick of dealing with them and their awful customer service. Am I charged, am I not???? I did everything that was asked of me. The items are still in the boxes and haven't been used. Chris was a complete unprofessional jerk. He did admit there were errors made on Grand Appliance's end, and did say that he would take them back, but is charging me a restocking fee! I am livid. I am all for paying a fee if this was just me changing my mind, but it is their error, and I have been treated so poorly by ALL involved, I don't feel I should pay anything...I asked Chris who his Manager is and he refused to give me that info. I have also put an email into the Customer Service weeks ago, and have yet to get a reply. So after many no call backs, and unreturned email, I just don't know what to do. I will NEVER shop there again and I will be telling every one I know not to go there. There is WAY too much competition to be treated that way. Horrible customer service all the way from the Sales People to the higher ups!
We had a situation which Grand Appliance handled in the most unprofessional wayMy landlord ordered an over the range microwave to be delivered and installed to my apartment in downtown ChicagoDelivery date May 27th (Friday of memorial day weekend), time slot 8-AMI took time off from work to be there on timeThe guys came at about 9:30, dropped the microwave, but told me that they didn't have any order or authorization to install the applianceThey dropped the microwave and told me to call 847-336-after an hour or so since the business was not picking up the phone at that timeIn retrospect there were enough of red flags by this timeI called the number at 10:17, spoke to Gerardo [redacted] who told me that the guys were supposed to install the appliance as the order clearly stated "INOTRGRAND" meaning installationHe told me he will contact the installers and someone should get back to me with further informationI extended my time off from work waiting to hear from themBy this time I knew I may not get back to work that dayThankfully my work is slightly flexibleAfter waiting for hours, I decided to call them backGerardo answered mentioning he didn't hear back from installersHe assured that "someone" will contact me today and will get the installation done today for sureHe didn't have a time slot and didn't really have a good plan on what I should be doing in the mean timeAfter waiting another hours (its about pm now), I decided to leave to run some errandsI get a call from installers at 3:PM saying they will be arriving in about an hour depending on trafficSince I was also out by then, I told them I will also take about an hour to reach home and requested them to wait in case they arrive before meThe installers arrived at my building's front desk at 4:26, I am about minutes awayI requested them on the phone to wait for minutes till I get thereI arrived at about 4:45, installers have leftMy front desk staff told me that installers told him they will wait and then stepped out of the lobby (probably spent 5-minutes there)I tried to call them at 4:PM, no answerCalled the store number, first attempt no answerSecond attempt, reached corporate office, told them the entire storyThe guy tells me he will look into the matter and give me a call back nowNo answer in minutesI call back again, this time talk to some guy in the store, again reciting him the whole storyHe promises to call me back with more informationHe did call back (first call-back I received from this business) and told me that Gerardo is gone for the day and will be calling me back first thing in the morning tomorrow when he gets hereNext day, I waited till PM, no call backI called Gerardo myselfHe tells me I will have to reschedule the installation, he is not sure if it will be Wednesday or Thursday, and he doesn't know the timeThe standard process is "someone" will call me a day before the schedule and give me a time slotIssues identified: The very first person who delivered my microwave had no idea it needs to be installed when the order clearly said soHe is not able to schedule the installation, leaves a number for me to sort this outI ended up making numerous calls to the company to 'sort' this outEvery time when they told me I will be getting a call back, they fail to do so (except the one time I mentioned earlier)I ended up waiting for them in my apartment for more than hours on a working dayThe company had no regards of my timeThere is nothing predictable on when/how the service will be provided to meThere is no one who can provide with some estimateThe installers didn't wait for minutes when I clearly stated them that is a very likely possibilityMore so, they failed to inform me or the front desk that they indeed are leavingThey reported to their office that they waited for half an hour at my place which is an incorrect statementI have logs to prove thisThis is particularly disturbing given that I waited for them for >hoursIt seems like their left hand doesn't talk to their right handThere is absolutely no accountabilityThe company is not apologetic to this whole situation whatsoeverThe current status is: Its Sunday todayI have to wait til Wed/Thurs to see when and how the installation actually happensOf course, I will be taking additional time off to deal with this, particularly knowing that the installers may not wait for any time if they don't find me at my apartment when they arrive
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey have called and said that we will get a new
refrigerator in about weeks or so If I do not hear from them in that time frame, I will contact you again to pursue this ***er I did not buy a defective refrigerator off the floor with a discount I bought a brand new refrigerator with no defects Also the salesman at the Orland Park location was very rude to me and said that it was my problem During this time I had trouble sleeping thinking about this and how it bothered me Plus my husband and I are seniors and it feels like they were taking advantage of us
Sincerely,
*** ***
We have had a terrible experience with *** generally and with the customer service contacts located in this office specifically We ordered a brand new cooktop, wall oven, and microwave from *** The wall oven they delivered was defective and could not be installed We called and requested a replacement since they delivered a broken item, but they refused and sent out a service person from *** This person could not fix it We called back a second time and they sent out another service person This person could not fix it either and told us we should get a new oven given that we were obviously provided with a defective product We called back again and Grand (both the Forest Park store and the main customer service department) again refused to replace it and asked us to wait for another service person to come out to take a look We told them that was unacceptable and if they could not replace the oven or refund our money, we would contact the Revdex.com and our credit card company regarding the problemThe customer service manager threatened that if we did so, *** would delay fixing the oven We filed a complaint, and customer service responded that we were "complaining" that the oven "was not heating." I believe that is the whole purpose of an oven, and also note that in fact the oven does not do anything, it cannot be turned on and is totally non-functioning, a fact which we have clearly communicated to *** on several occasions In his response, the customer service manager also stated that we complained about the Saturday service appointments, which is not true - like most people, we work, and are unavailable to be home for a repair during the week, and that we refused an upcoming service appointment, which is also not true We didn't order or pay for a broken oven, we ordered and paid for a working oven, and that has not been provided
We have been working with [redacted] to replace the damaged door, but the appropriate part was never shipped to us in good condition, resulting the delays. I am sorry Grand Appliance & TV was not able to resolve this situation sooner for you. However, we are going to exchange this for you as soon...
as [redacted] ships us the new refrigerator.
We had a situation which Grand Appliance handled in the most unprofessional way.
My landlord ordered an over the range microwave to be delivered and installed to my apartment in downtown Chicago. Delivery date May 27th (Friday of memorial day weekend), time slot 8-11 AM. I took time off from work to be there on time. The guys came at about 9:30, dropped the microwave, but told me that they didn't have any order or authorization to install the appliance. They dropped the microwave and told me to call 847-336-4725 after an hour or so since the business was not picking up the phone at that time. In retrospect there were enough of red flags by this time.
I called the number at 10:17, spoke to Gerardo [redacted] who told me that the guys were supposed to install the appliance as the order clearly stated "INOTRGRAND" meaning installation. He told me he will contact the installers and someone should get back to me with further information.
I extended my time off from work waiting to hear from them. By this time I knew I may not get back to work that day. Thankfully my work is slightly flexible.
After waiting for 2 hours, I decided to call them back. Gerardo answered mentioning he didn't hear back from installers. He assured that "someone" will contact me today and will get the installation done today for sure. He didn't have a time slot and didn't really have a good plan on what I should be doing in the mean time.
After waiting another 2 hours (its about 3 pm now), I decided to leave to run some errands.
I get a call from installers at 3:36 PM saying they will be arriving in about an hour depending on traffic. Since I was also out by then, I told them I will also take about an hour to reach home and requested them to wait in case they arrive before me.
The installers arrived at my building's front desk at 4:26, I am about 15 minutes away. I requested them on the phone to wait for 15 minutes till I get there.
I arrived at about 4:45, installers have left. My front desk staff told me that installers told him they will wait and then stepped out of the lobby (probably spent 5-10 minutes there).
I tried to call them at 4:50 PM, no answer.
Called the store number, first attempt no answer. Second attempt, reached corporate office, told them the entire story. The guy tells me he will look into the matter and give me a call back now. No answer in 30 minutes. I call back again, this time talk to some guy in the store, again reciting him the whole story. He promises to call me back with more information. He did call back (first call-back I received from this business) and told me that Gerardo is gone for the day and will be calling me back first thing in the morning tomorrow when he gets here.
Next day, I waited till 2 PM, no call back. I called Gerardo myself. He tells me I will have to reschedule the installation, he is not sure if it will be Wednesday or Thursday, and he doesn't know the time. The standard process is "someone" will call me a day before the schedule and give me a time slot.
Issues identified:
1. The very first person who delivered my microwave had no idea it needs to be installed when the order clearly said so.
2. He is not able to schedule the installation, leaves a number for me to sort this out.
3. I ended up making numerous calls to the company to 'sort' this out. Every time when they told me I will be getting a call back, they fail to do so (except the one time I mentioned earlier).
4. I ended up waiting for them in my apartment for more than 7 hours on a working day. The company had no regards of my time.
5. There is nothing predictable on when/how the service will be provided to me. There is no one who can provide with some estimate.
6. The installers didn't wait for 15 minutes when I clearly stated them that is a very likely possibility. More so, they failed to inform me or the front desk that they indeed are leaving. They reported to their office that they waited for half an hour at my place which is an incorrect statement. I have logs to prove this. This is particularly disturbing given that I waited for them for >7 hours.
7. It seems like their left hand doesn't talk to their right hand. There is absolutely no accountability.
8. The company is not apologetic to this whole situation whatsoever.
The current status is: Its Sunday today. I have to wait til Wed/Thurs to see when and how the installation actually happens. Of course, I will be taking additional time off to deal with this, particularly knowing that the installers may not wait for any time if they don't find me at my apartment when they arrive.
We are working with the manufacturer to provide resolution.
I don't even know where to begin...I went to Grand Appliance to purchase a Stand Up Freezer, Range, Microwave, Dishwasher, and Refrigerator. I was told by the Salesman, Bruce [redacted], that I had to apply online for the free financing. I have never had to do that before, usually if the store is offering free financing, they do the application for you. I thought it was odd, but I went ahead and did it. I was told I was approved for x-amount. I had the appliances delivered to my residence. I received phone calls from Bruce stating that I was never charged for the appliances. I tried to rectify that numerous times. Every time I was told I would get a call back, I never did. Bruce was very rude in trying to resolve this matter, even though I was trying to do as I was told. I purchased these appliances in early July and wasn't charged until the end of August. I am not even sure that I have been charged. I have gotten so frustrated over this poor customer service that I was given the name of Chris [redacted], Customer Service Manager. I told him that I no longer wanted their appliances, I was sick of dealing with them and their awful customer service. Am I charged, am I not???? I did everything that was asked of me. The items are still in the boxes and haven't been used. Chris was a complete unprofessional jerk. He did admit there were errors made on Grand Appliance's end, and did say that he would take them back, but is charging me a restocking fee! I am livid. I am all for paying a fee if this was just me changing my mind, but it is their error, and I have been treated so poorly by ALL involved, I don't feel I should pay anything...I asked Chris who his Manager is and he refused to give me that info. I have also put an email into the Customer Service weeks ago, and have yet to get a reply. So after many no call backs, and unreturned email, I just don't know what to do. I will NEVER shop there again and I will be telling every one I know not to go there. There is WAY too much competition to be treated that way. Horrible customer service all the way from the Sales People to the higher ups!