Grand Appliance Tv-zion

I can't say enough good things about my experience with Grand Appliance. From start to finish, they demonstrated exactly what great customer service should look like. I especially want to recognize Matthew, who handled my situation with professionalism, patience, and genuine attentiveness. He took the time to listen to my concerns, kept me informed throughout the process, and made sure everything was resolved to my satisfaction. It's rare to find someone who truly cares about the customer experience, and Matthew exceeded my expectations. What impressed me most is that Grand Appliance stands behind both the products they sell and the installations they perform. If an issue arises, you can have confidence that they will make it right. That level of integrity and commitment to their customers is becoming increasingly hard to find. To anyone considering purchasing from Grand Appliance, you can rest assured you're choosing a company that values its customers long after the sale is complete. They don't just sell appliances—they back them with exceptional service and support. This has been one of the best customer service experiences I've ever had, and I highly recommend Grand Appliance to anyone looking for quality products and a company that truly stands behind its work.

If I can give zero stars I would. My family and I are an active-duty military family who recently PCS'd to the Great Lakes, Illinois area. We needed a washer and dryer for our new home, so while we were staying in Deerfield, we placed an online order through Grand Appliance. The order was accepted, my payment was processed, and I received an order confirmation with a confirmed delivery date. The next day, I received an email from what appeared to be a third-party verification service requesting a photo of my driver's license before they would process my order. I complied. Then, another day later, they emailed again asking me to send a photo of my debit card. At that point, I was very uncomfortable. After already receiving an order confirmation and having my payment accepted, being asked to email photos of my bank card felt extremely sketchy, so I declined. To make sure everything was okay, I called the Libertyville store directly. I was told my order looked fine and that everything was good to go. Then, the very next day, I received another email informing me that my entire order had been canceled and refunded. Trying to resolve the issue, I drove to the Waukegan store on July 5 because Google listed it as opening at 10:00 a.m. The store was closed, so the posted hours were inaccurate. I returned the following day, only to be told that the store could not help because online orders are handled separately. Their only solution was for me to purchase the washer and dryer again in-store, even though my refund from the canceled order had not yet been returned to my account. In other words, I would have had to pay for the same appliances a second time while waiting for my original money to come back. The entire experience was extremely frustrating, confusing, and poorly handled. Communication between the online system and the local stores was nonexistent, and I was left without the appliances my family needed after relocating across the country. Based on my experience, I cannot recommend Grand Appliance for online purchases, especially if you're a military family trying to coordinate a PCS move and need reliable service.

PATRICK HAYDEN at the Avon, IN store is the most rude store manager I have ever met. They forgot a piece on our dishwasher install. I reported it to him. He blew me off after he agreed to buy the piece and take care of the install. Horrible customer service too btw. Today PATRICK HAYDEN sent me a screen shot of a message that he had sent within Grand Appliance calling me a CRAZY CUSTOMER and saying that I wouldn't get off of his back!!! All I asked for was the piece that they owed me. How unprofessional can you get....come on and grow up PATRICK!!!

The first W/D I bought from them was damaged upon arrival, even though I was heavily assured it was "purely cosmetic". Within the first wash it was evident the machine was not working properly due to the damage, so I had to start the process of getting it resolved. Having Grand Appliance even be able to get someone from LG to respond to me was a hassle itself, and took a month in order to have someone come out and even take a look at it. Once the repairmen came out to look, within 5 minutes they were able to diagnose and determine that the issues are from the damage that Marty and everyone else at Grand Appliance assured me wouldn't cause it. Then, I go in to set up the replacement (mind you, I was required to spend an additional $5-600 for the replacement) and it's set up for Saturday. Cool. I was going to be out of town so I had someone at the house during the delivery window (which also got changed multiple times via text the night prior) only for us to figure out that it was never going to be delivered that day! (We only found out when WE called for the status, they weren't going to call us). The "Manager", Marty said he messed up (again) and that it cannot actually be delivered until Tuesday at the earliest. At this point I told him to cancel everything and issue a refund, as there have been multiple mistakes and inconsistencies thus far. He takes down my CC # to issue the refund, then calls the other party on the account to say that he's not refunding the card # provided (who knows why...?). Are you serious?! Grand Appliance definitely needs to take a look at the Management of this location (Sturtevant, WI), because it's lacking severely right now.