Gerhard’s Appliances

When we needed a new refrigerator, we went to 3 big box stores and Gerhards. We picked out our refrigerator then went back to Gerhards to buy it, so we could buy from small business. All was fine until it was installed and didn’t work correctly. After 2 visits from the repairman, 2 more no-​shows, and countless non-​returned calls, I went into the store to ask our salesman Keith for help with the situation. He responded with arrogance and attitude. When I pushed he agreed he would have customer service call me the next day. Of course that came and went. Clearly the salesman is just concerned about selling, doesn’t care at all about delivering on his promises. Now it’s been over a month and we’re at the point where the credit card company is getting involved… when the credit card company called them she couldn’t reach anyone in customer service either, but thankfully someone in accounting took the call and called the owners. We’ll see what happens from here — but 30 days with a $ 2400 refrigerator that is broken and no action is unacceptable in my book. So much for trying to support the local guy (will continue to support other locals, just not this one).
If you do purchase from this store, which we never will again, I strongly suggest you use a credit card or some other means that can help you if you have trouble. If it weren’t for our credit card company we would be stuck.

I will make it 3 for 3 in reviews of Gerhard’s. Their attitude and customer service is atrocious. Not sure why we went there rather than Bill Vandergrifts (a great place in New Britain).
You walk into the show room, they’ve got great brands and decent prices!
Then you talk to a human…
I just got done ordering my second piece there, a $ 140 trim kit for an in-​cabinet microwave they told me I wouldn’t need. «The old one will fit.»
For both the original purchase (the microwave itself) and the trim kit, I was quoted 2 – 3 days delivery and that «they would call me.»
For each purchase, it took well over 2 weeks. Each time I called, they moved the delivery date to a few days out. Obviously, without any information. No apologies, no empathy, no customer service.
Save your money and go to Bil Vandergrift’s instead.

We bought 4 appliances from Gerhard’s because the prices (with rebate) would be cheaper than some other places.
You would think that spending $ 2000 would be enough to get some good customer service but it must not have been. The woman, who I presume is an owner, talked over me and the person I was with and was condescending to her employees, one of which seemed to be the only nice guy in the place. Sometimes business owners can be so off in their own little business owner world that they forget they’re not doing the customer a favor by selling to them.
After the sale, we noticed something was incorrect on the order slip so we called back. The lady didn’t have time to talk to us and said she’d call us back. She didn’t. The delivery people gave us a 3 hour window. They missed it by almost 2 hours and they didn’t call to give us a new ETA, we had to call them.
If the business owner reads Unilocal,I hope she or he learns from it. There are too many chains in the area (especially that new one hhgregg) that could affect their amount of business and one way the little guy can beat them is to provide excellent customer service so that people continue to support and recommend them.
I’ll continue to try to support local business but I won’t be supporting them any longer.