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Western Appliance


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Physically aggressive delivery person
Posted by Benitoite on 08/30/2006
SAN JOSE, CALIFORNIA -- My wife and I have just had a terrifying experience with Western Appliance of San Jose's delivery people. We bought a fridge this weekend, and had it delivered today during the week. They called my wife, who was the only one at home, saying they would be there within 45 minutes. They were late, but in the meanwhile my wife had emptied the old freezer and fridge, trying to save our food. Since they were so late, she had to put the food back in the fridge until they got there. When the delivery men arrived, they were upset because the food was in the fridge, and they wanted to just drop off the unit so they could make up for lost time. My wife had to convince them to allow her to again remove the food from the fridge. When they old fridge had been removed, my wife started cleaning the floor underneath, again the delivery men were angry because they felt my wife was delaying their schedule. That's when I got home- to the scene of two strange men yelling at my wife in my home. I can not tell you how upset I was that these customer service personnel would slather such verbally abusive treatment on my wife while she was home alone. When I walked in the room, the delivery man came up to my face to yell at me, to which I responded in kind, letting him know that in my house there will be silence, or I would kick him out of it. He continued to yell, and complain about traffic, and how other customers were waiting. I told him to either do his job in silence, or he could just leave.

They ended up waiting for my wife and I to scrub the crust off the floor in silence, and they finished their installation and left. Great we got a nice refrigerator from a company we formerly held in the utmost regard. But its not great that we feel violated not only by the delivery man for his aggressive behavior, but by Western Appliance for not screening more carefully their delivery personnel.

     
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Posted by spiderman2 on 2006-08-30:
The delivery man shouldn't have been disrespectful to you or your wife and it isn't your fault that traffic was bad and they were behind, but why in the world didn't you move the fridge and scrub the floor underneath it before they arrived? I move mine out and clean under it regularly.
They shouldn't have to stand there and wait while your wife cleans and moves food.
Posted by Anonymous on 2006-08-30:
What was this "crust" underneath?
Posted by rah332 on 2006-08-30:
Yelling is not customer service. Granted, they should have called and informed her they were going to be late. But you should have been ready with your cleaned floor when they got there. They were not under the obligation to wait for you to clean. I cannot tell you how many times Customers will start cleaning the appliance when I am trying to service it for them. I have a number of calls and for them to clean is very frustrating while I am trying to work on it. I will advise them to clean it later. What the heck, they haven't cleaned it in 10 yrs, why do it now when I am fixing it!!
Posted by DebtorBasher on 2006-08-31:
Yelling was not necessary...and I agree that since they were running late, she didn't want the food to be left out waiting for them...but to expect them to wait while you "scrubbed crust" off the floor is a little much to ask. The refridge should have at least been pulled out the day before the delivery and cleaned under it,then pushed back in it's place until delivery...and how does a person get crust under their fridge...don't you move it out periodocially and clean under it so it doesn't get so bad that it has to literally be scrubbed of crust? You know how you and your wife felt with them running late, maybe all the other customers before you expected them to wait until they decided to "scrub" before they left...that's what puts them behind schedule and that's what puts them in that mood to begin with...not just one customer but one after another? You just made the next customer wait even longer. Like I said there was no reason for the yelling and disrespect in your home...but there was also no reason for disrespect by making them wait like that...You and your wife needs to pull out your stove and refridge more often for cleaning underneath...that is want brings roaches and unwanted bugs into a home...and while you have the refridge pulled to clean under the next time...it might be a good idea to sweep the coils too!
Posted by DebtorBasher on 2006-08-31:
When they said they'd be there within the 45 mintues...exactly how much longer did it take them?
Posted by benitoite on 2006-08-31:
The store advised us that deinstallation would be performed by the delivery personell. We had neither the tools nor the strength to move the old refrigerator. My wife is not much over 100lbs as it is, and going without a fridge for a day is not an option, since the food it chills is worth at least $400.
Back in the old days, a store would break its back for a customer. Unfortunately there was traffic and there was a delay-- which I deal with every day since I live in a rural area- and still get to my customers consistently on time if not early. For an appliance store like Western Appliance, almost everything removed from a house is going to leave behind a layer of dust- is it not reasonable to allow a home owner a chance to wipe off the dirt during the forty-five seconds there is no appliance installed? Its not like my wife wanted to polish the floor, just give her a chance to mop it for a minute. We are the owners, we just payed the company a thousand dollars, I think that buys us some courtesy.
Posted by DebtorBasher on 2006-08-31:
You weren't talking about dust, the first time...you said "scrubbing Crust" off the floor...there is a big difference if you use a dust mop or a chisel an hammer. And if it was only a 45 second job...then it could have been done between the time they moved the old fridge and went out to the truck to bring in the new one...don't try to tell us that it took them LESS than 45 seconds to go back to the truck and bring it in...
Posted by benitoite on 2006-08-31:
DebtorBasher,
What Im saying is their behavior was both impolite and unprofessional, while what we were doing to clear the area was normal and to be expected by professional appliance installers.
Don't try to tell us we should take you seriously with a handle like debtorbasher, and the registered name of a collection agency. Pullleeeeez.
Posted by DebtorBasher on 2006-08-31:
And didn't I agree that it was un-necessary for them to yell in your home? Dusting is one thing, scrubbing a filthy floor while making them even later than they were, I see their frustration...it's your choice to take me serious or not but I didn't get four stars by not being taken seriously...have a good day.
Posted by rah332 on 2006-08-31:
It is not normal for someone to expect the delivery person to wait for the cust to CLEAN his own mess. That should have been taken care of before hand. Service personnel have calls to make and to expect one to standby so they can clean is crazy. The delivery person was probably late cuz the previous cust had scum on their floor too and had them wait. It causes a snowball effect of late delivery.
Posted by benitoite on 2006-09-01:
plonk.
Posted by Pamy on 2006-10-03:
Sometimes customers are rude also. These people might have had a long day and maybe it is not yelling at all. Do not exaggerate. We minsterpret yelling from raising your voice. Maybe you were too demanding yourself. Try working in this kind of work and find out for yourself how it is like.
Posted by benitoite on 2006-10-03:
Don't tell me what I can or can't do.
Posted by Jemus on 2008-05-17:
As far as i know, western appliance would have asked you to have the appliance pulled out and ready to go before they got there. I understand that some times it can get frustrating having to deal with some delivery crews. Just fyi Western Appliance does not employ their own delivery crew, being a family owned business they contract their deliveries to other local companys. Every one I have met there would be willing to make right what wrongs have been done. I've known them for their great service, and if you dont like it go to Sears...
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What They Won't Tell You
Posted by JakeGTP on 02/04/2009
FREMONT, CALIFORNIA -- I spent $2,779.00 at Western Appliance. For the Duet Washer/Dryer - Pedestals - Extended Warranty - Hook Ups - Delivery - and tax. I was not able to be home on the delivery date. The next day I was able to do my first load of wash. So far, so good. When I decided to check out the drawer/pedestals. One drawer opens partially, the other nothing. The are both blocked by the door jam in the laundry closet. My God, the delivery guys don't even question this??

So, I called Fremont Western Appliance. The sales manager there said, "OK, just bring them back and you will get a store credit. The pedestals are $199.95 each. They had a $100.00 dollar rebate. I told him, "I already bought a Kitchenaide dishwasher from them. I have new appliances. What am I going to do with a store credit for 400 bucks? Plus, I won't get the 100 dollar rebate. So, I'm out another $100." He would not budge. I asked for a regional supervisor. He gave me the Customer Service Manager in San Jose. I told her my story. She says, "Hold" - click. I wait. She finally returns and says, "OK, call them back. But you will have to pay a restocking fee because you don't have the original packaging." I reminded her the the delivery guys took that packaging.

I called the first manager I talked to in Fremont. He said, "Yep, just bring them back and you get your refund. If you need help getting the machines off of them, it will be $50 bucks for our guys to come out and do that." and "call us to make an appointment and WE will see when it is convenient for US." This on top of the $38 dollar restocking fee.

I hung up pissed. The great salesman that convinced me these machines where so great and got me to spend almost $3,000. He forgot to tell me about their "return policy". The guy I was talking to on the phone says, "Oh, its on the back of the receipt." This is the receipt the conveniently staple to all the other paperwork.

To add insult to injury. I looked around and nope, no 7 cases of bottled water as they promoted. I called the woman in San Jose again. (Her name mentioned on a previous post) She said, "Oh, Yeah, Well, you need to come and pick that up." "OKAYYY, thanks for calling." - Click.

What big company doesn't have a 30 day return policy. You can spend $5,000 dollars at Best Buy and return for a full refund at the 29th day!! Costco, no questions asked. Fry's not a problem. Western Appliance has a NO REFUND POLICY. Not even after 1 day. And, they could care less. Good luck trying to find someone in that organization that is above manager. Apparently, they are the top tier. I should have stuck with Sears.

I will never shop at Western Appliance again.
     
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Posted by qualityappliance on 2009-02-04:
I agree that they should have a better return policy or better trained delivery people, but you are responsible for for knowing the demensions of your inclosure prior to buying. As for Sears being a better choice, I doubt that.
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Salesperson's demeanor
Posted by Rangermac on 11/20/2007
SAN LEANDRO, CALIFORNIA -- I visited Western Appliance store located in Davis St San Leandro, CA on 11/20/07 and a sales person in there was sitting near the check out counter, despite the fact that he saw me as a customer walking in to look around; he did not made any attempt to approach me and see if I needed any assistance. After about 5 minutes that I was running around inside, he decided to say "Have a look around" but still sitting down and did not offer any assistance. I saw two items that interested me and proceeded to ask the sales person. I asked him regarding the price and replied very minimal and he stated "thats the last one" as he walks away.(No customer service skill at all).

There was another item that was on sale and I followed up on a better deal on the item and to my surprise, he started to laugh and commented "we are a corporation, we are not a flea market". Is that something that a sales person suppose to comment on a customer, I don't think so. I am a repeat customer of the store but after that experience I would take my business somewhere else. Key things:

1. Sales person is lazy in offering assistance.

2. Sales person has no customer service skills.

3. Sales person was unprofessional. Now I wonder if Western appliance company is training their employees with the right attitude in customer service because certainly, this experience has lost my appetite in doing business with them.
     
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Posted by Anonymous on 2007-11-20:
Take the hint and shop somewhere else.
Posted by ejack053824 on 2007-11-20:
I've never agreed with Asspirate before but this time I have to. Go somewhere else.
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