Kelly Erickson
While the installation and repair team members were fantastic, the customer service is atrocious. We ordered a dishwasher to be delivered within a few days on April 1st. Installer came around 11:30am, by 3:30pm, it was leaking all over my kitchen - when we didn't even use it yet. Another installer group came out that evening and stated - this machine is broken, I recommend replacing vs repair as this is brand new. He stated someone would call me tomorrow for the swap of the machines.
It was then a 13 day battle of going back and forth with repair, getting sent over the plumbing who stated this was a repair issue and kicked us back to repair, to finally getting a repair person our 13 days after the initial install.
My whole issue - don't tell me the company will swap the machine and then put me through hell trying to get ahold of literally anyone. The customer services does not pick up the phone to call you back and email responses are rude and not helpful. Numerous emails and phone calls were left unanswered - when asked to have a management team member call me, and after 2 days they did not, called back again and was told they could not transfer me to a manager and to wait one more day and then they could (Why? Who knows).
I DO NOT want a refurbished machine - nor did I pay for brand new repaired machine. Questions on how this impacts the warranty, what are my return options, what is my refund going to be on a refurbished machine - all left unanswered. I was told I could not move forward with a return and they were moving forward with a repair with no further explanation. The repair was set without my consent or checking of availability so it was another day of scrambling to make sure someone was home during the repair window.
When a manager did finally call me - Jonathan Grossman - I immediately called back and was told he was unavailable. Asked for him to call me back (April 10) and he never did... shocker. In his voicemail I was told a whopping $50 gift card would be emailed to me (after a $1,543 purchase) which never arrived and he still has yet to respond to my email or call me back. He was the rudest in email communications, too.
Again the installers and repair tech were all very kind and great to work with. The issue is the company itself, its horrible policies for consumers, and the utter lack of professionalism and communication with customer service.
All around this has been a complete nightmare and I expected better of Warners' Stellian as our previous experience was stellar. It is infuriating to say the least.
Read full review
While the installation and repair team members were fantastic, the customer service is atrocious. We ordered a dishwasher to be delivered within a few days on April 1st. Installer came around 11:30am, by 3:30pm, it was leaking all over my kitchen - when we didn't even use it yet. Another installer group came out that evening and stated - this machine is broken, I recommend replacing vs repair as this is brand new. He stated someone would call me tomorrow for the swap of the machines. It was then a 13 day battle of going back and forth with repair, getting sent over the plumbing who stated this was a repair issue and kicked us back to repair, to finally getting a repair person our 13 days after the initial install. My whole issue - don't tell me the company will swap the machine and then put me through hell trying to get ahold of literally anyone. The customer services does not pick up the phone to call you back and email responses are rude and not helpful. Numerous emails and phone calls were left unanswered - when asked to have a management team member call me, and after 2 days they did not, called back again and was told they could not transfer me to a manager and to wait one more day and then they could (Why? Who knows). I DO NOT want a refurbished machine - nor did I pay for brand new repaired machine. Questions on how this impacts the warranty, what are my return options, what is my refund going to be on a refurbished machine - all left unanswered. I was told I could not move forward with a return and they were moving forward with a repair with no further explanation. The repair was set without my consent or checking of availability so it was another day of scrambling to make sure someone was home during the repair window. When a manager did finally call me - Jonathan Grossman - I immediately called back and was told he was unavailable. Asked for him to call me back (April 10) and he never did... shocker. In his voicemail I was told a whopping $50 gift card would be emailed to me (after a $1,543 purchase) which never arrived and he still has yet to respond to my email or call me back. He was the rudest in email communications, too. Again the installers and repair tech were all very kind and great to work with. The issue is the company itself, its horrible policies for consumers, and the utter lack of professionalism and communication with customer service. All around this has been a complete nightmare and I expected better of Warners' Stellian as our previous experience was stellar. It is infuriating to say the least.
