Stay away from this appliances provider. Read reviews before making a decision.
Purchased a floor model Thermador fridge from the Appliance Canada showroom. Salesperson insured us that it was as good as new and was covered by factory warranty. The fridge ended up not working even for 1 minute after delivery... apparently, it did not work while it was on a showroom floor and the salespeople just needed to get rid of it. Took 4 visits from Thermador and over one month of time for technicians to realize that the fridge is not fixable. They also mentioned that the model we bought was made in 2011 (thanks to Appliance Canada for not mentioning that).
During these 4 - 5 weeks, my family had to live without the fridge, eat out all the time and make ourselves available for service appointments during the workdays. Expenses, expenses, expenses... "Fantastic experience"...
Finally, after over a month Thermador decided to replace our unfixable fridge. By 'replacing' they actually meant issuing a store credit of about $4000 for a floor model fridge... (regular price over $8000). Personally, I don't think that it's fair on behalf of Thermador and they had to actually replace the item with a working one, but hey, whatever, we needed a new fridge. Thermador is a whole different story.
Called Appliance Canada and purchased another fridge from them (this time brand new, no floor models), had to pay another $4200 extra to get it. This is where the fun stuff began to happen.
Apparently Appliance Canada subcontract installers and delivery to independent contractors who are not connected in any way with each other or the sales department in Appliance Canada.
We were told by the sales rep that the installer will come to our house to disconnect the broken fridge and take the panels off. We were given the phone number of the installer whom we had to contact ourselves and schedule the time.
Okay, no problem. Called the guy, he came and uninstalled the appliance. Asked us to call him back and schedule another visit once the fridge is delivered (remember? delivery people don't install anything).
A sales rep told us that delivery people will call us a couple of days in advance and will give us a timeslot of when the new fridge will be delivered. Guess what? I receive a call at 11AM from a random person saying that they have my fridge and they will be at our house in 45 minutes... Well.... whatever gets me the new fridge. I take off from work and rush to the house.
When delivery people arrived it works out that there are 3 steps leading to our front yard and another 5 steps leading to the porch. Thus they can't bring the 30-inch fridge inside and I have to call back the store to reschedule the delivery so they could bring more men with them. WHAAAAT? ARE YOU SERIOUS!? How was the first fridge delivered?
Called customer service ASAP just to hear from the manager that there is nothing he could do and we should've informed him of the stairs... SERIOUSLY? Why did not you ask about the stairs? How the original fridge was delivered in the first place? After going back and forth he promised to call me back in 30 minutes. At the time of writing this, it's been over 3 hours since that promise, every time I call Appliance Canada and ask for that manager, he is magically busy with something.
My question to Appliance Canada. Is this really the experience you want your clients to have?
- Living without the fridge for almost 2 months because your sales rep sold us a non-working floor model which was 5-6 years old and did not tell us about that
- Taking numerous days of work to accommodate service calls, deliveries, installers etc... (these days do cost money to working people)
- Trying to arrange your subcontractors because your sales reps are only sales reps and you have no people to deal with any of that, you simply sell, outsource the rest and forget...
- Finally, on the day of the delivery for the new $9000 fridge, rush out of the meeting and work and fly home because you got only 45-minute notice instead of promised delivery window couple of days in advance and then have delivery people refuse to bring the fridge in?
- Talk to the manager and get blamed for not mentioning front yard stairs. Really? Don't you have that in your CRM after the first delivery? We did not even think of that.
Truly poor customer service and experience, especially after living for almost 2 months without the fridge.
At the time of writing this, we have no idea what is going on. We have uninstalled broken fridge at home and paid for $9000 fridge somewhere in the truck... no one is telling us what is going to happen. Extremely upsetting given our situation.
We are lost right now and have no idea what to do. Appliance Customer service keeps sending us to voicemails of some 'managers' the promised to deal with our problems for the last 2 month.
Before working with Appliance Canada, read their reviews and reconsider. They are not worth it.