Caplan Appliances

CAPLAN'S APPLIANCES - NEVER BUY FROM THEM.
After five months of fighting and finally having to talk about contacting consumer advocy, Caplan's has decided to do what they should have in August. It was not easy as they tried very hard to dismiss us - telling us "This was not something they cover". This was the most horrible customer service I have ever experienced. After waiting for four months for something we were told would be a two week wait, we took delivery of a new refrigerator. Upon installation, we had concerns as it would not seal properly and were leaving for a three week holiday. A neighbor checked on our house and found a foul smell, discovered the unit/compressor had failed and we lost an entire refrigerator of food and medications. We had to come back from our holiday to deal with this. A replacement unit arrived and it had a tear in the waterline. A (second) brand new Whirlpool unit had a tear in the water line and Caplan's did not go to bat for us on this with Whirlpool. We had to accept repair and we had to negotiate (and threaten) Whirlpool to get an extension on the warranty.
Caplan's refused to compensate us for the $800 of lost items, the President of the company would not speak to or write me and there was a complete dismissal of our loss. Not unitl I threatened to contact consumer advocates did I get any consideration.
I WILL NEVER PURCHASE FROM CAPLANS NOR WHIRLPOOL AGAIN. YOU SHOULD BE VERY CAREFUL WITH THEM. THEY DO NOT STAND BEHIND THEIR BRAND AND HAVE THE POOREST OF BUSINESS ACUMEN. I ran a business for thirty years - when we messed up, we acknowledged it and did the right thing. CAPLANS works hard to get the sale and falls on every level after. A service person told us "you are not special" when we asked for a delivery window becasue we had to return from holiday for delivery.
BRANDING LESSON TO CAPLAN'S AND WHIRLPOOL. BAD REVIEWS HURT. DOING THE RIGHT THING GARNISHES GOOD RESULTS AND GOODWILL.

We have been using Caplan's for appliance purchases at our multi-residential property for about 18 months and the customer service we've received from day 1 has been fantastic. Viga (our sales rep) is very responsive, and special requests addressed by Ed have always been handled with care and attention. Delivery personnel have been easy to deal with, professional, and kind to our residents. The team at Caplan's knows how to ensure their clients are satisfied. Definitely recommend them to anyone looking for an appliance supplier for business or personal needs. Happy to write this review to show our sincere appreciation.

I bought a Miele dishwasher in full and cancelled the
Very next day. What I found out is that my payment went through almost immediately and I am told they have 4 weeks to refund my money. That the process
Go through a single person that does all the accounting and that it takes 4 weeks to process , this means they are holding my payment longer than any bank who refunds take up to 3 business days . I also understand that I didnt have to pay it in full for a delivery date 3 weeks after purchase , I could have paid 25 percent deposit .
I was charged 300.00 to install , which is a plug in , one discharge pipe to drain ( already in place ) and turn legs that balance , pretty expensive to install
And they charge 40.00 to remove the old one whos parts can be worth up to 800.00

I went to Caplan's to buy double wall ovens. After choosing one I was concerned that it might not fit in the space I have. I gave the salesperson the exact measurements of the space and pointed out that the ovens I was interested in were larger than that space. She assured me, several times, that their installer would be able to make my new ovens fit. The ovens came and didn't fit. On top of that, the installation crew surprised me with a $450.00 installation bill that I'd never been told off. I have tried reaching out to the President of Caplan's twice about the ovens that don't fit and have explained that I have to open the cupboard drawer beneath the ovens at least 8-inches when cooking because the ovens vent directly into the drawer (making the drawer handle and the metal items in the drawer too hot to touch) and the response from Caplan's regarding this issue? Zilch. Even though their salesperson assured me that the ovens would fit and that if they didn't Caplan's would take the ovens away and refund me my money, I have spent thousands of dollars for ovens that are a fire hazard. (I had to remove the drawer and contents completely when running a self clean cycle when I saw a plastic item in the drawer melting and the wood smoking.)

Best is that they asked me to remove my review...but they did NOTHING to ensure that their customer is happy. Truly pathetic
DO NOT BUY from Caplans.

This store is supposed to be the "go to" place for high end appliances. Ultimately you are paying for a machine and their so called "service"

We bought tens of thousands worth of appliances, first order was made Dec 2020! paid a deposit. 2 large form fridge and freezer, washer and dryer, oven range, and a dishwasher.

The 36 inch fridge arrived with a big scratch on it. The dishwasher was nowhere to be found. They agreed to give us a replacement. Thank god we insisted on it...that was Jan 2022! at the end of july 2022 (yes more than 1.5 years after they took our money) we received word that the dishwasher is finally available.

They sat on our money for a full year...

Frankly im too tired to fight this incompetent company. Surely the model we have is not the latest...how can it be? we ordered 1.5 years ago!!! they provided ZERO information about the machine which we are getting, whether its the latest model, and how they are ensuring we are getting the best one can get, considering that it is a full year and a half since our original order.

The machine is now in my kitchen but i have no idea when an installer is going to come. (5 days already...1.9 months after original order time)

Service is zero, availability of machine is zero, and i keep getting the same old answers from their sales people.

Do yourself a favor and buy elsewhere. No point paying premium when you get a service equivalent of a costco..

Purchased Meile Cat/Dog vacuum. My children have allergies and we have a large dog - Rottweiler. It is a wonderful vacuum cleaner that picks up all the hair even during the spring shedding season. It has been the best investment I have made.

This family business and sales rep Ed Quinn care. Ed went out of his way to successfully install my range. Ed had an A + team show up to my home when the 'high end brand' could not get the unit into my kitchen (delivery team were not allowed to problem solve). Ed found me a solution and I appreciated the support during what was a stressful situation. Highly recommend Caplan Appliances and Ed in particular.

We’ve purchased appliances from Caplan’s previously and never had any issues.
This time we had good sales help from Jeff to narrow down our selection and purchased a washer and dryer.
The project went south with the delivery crew, who roughly manhandled the machines up the steps with little apparent care. The machines were to be delivered to the basement through the window opening, (at grade), which had been described to Caplan’s at the time of sale. The crew decided there was no way they would do that. They would not move anything “over their heads”. The sill on the inside is at only 49”. They were considerably taller. If we could get them in ourselves, they would gladly return to complete the install and charge us for the privilege. The machines were abandoned, exposed at the side of the house without even leaving the new hoses for us to do the hook-up. Thanks to Jeff who personally delivered the missing hoses.
A second attempt for the following day using a different crew resulted in a no-show, with no courtesy call to confirm one way or another if he would be there at all.
On the 3rd day, we did it all ourselves with no difficulty. Not a huge deal, but shouldn’t have had to think about it at all.
Just beware that not all of their crews will earn some of the glowing reports seen here. Be prepared to do it yourself.

This was the only place I could find to review Gorenje. Caplan has nothing to do with my complaint. Bought a compact washer dryer set; regret it. The dryer is frustrating: balls up sheets so you have to manually unfold to get the inside drying. Without doing this, 90 minutes won’t completely dry one set of sheets. The washing machine has such specific programming modes that you cannot just press in water temperature, spin speed and let it go. One program lets it spin top speed with cold water wash but takes 1 hr 26 minutes! If not at top spin cycle you either spin separately or take even long to dry. Should have read reviews before purchasing.

I purchased a wine fridge that broke down. To tell the whole story would take pages, but suffice it to say that it has been 6 months of back and forth with Caplan's and the manufacturer and I still don't have a working fridge. The manufacturer discontinued the product and issued a credit, such that I have been asked to purchase a new unit at full cost including profit for both the manufacturer (Avantgarde) and Caplan's. Does that seem a little unsavoury??? Now no one is returning my calls. I know we are in a pandemic, but they are working and you would think this would be a priority given how badly it has been botched. Steer clear!!!