Grand Appliance and TV

We showed up to this store yesterday (a Saturday) just after 2 pm. We had purchased a Zephyr ventilation hood here a couple of years ago and needed to order a new filter. We stood at the front of the store for over 10 minutes without anyone acknowledging that we were there. I finally flagged down a salesman and asked if there was anyone who could help us. He told us that he thought that everyone was busy, but that he would check. After 15 minutes, he had not returned, and no one else had spoken one word to us. We left and took our business elsewhere. Horrible experience.

We recently purchased a cooktop from Grand Appliance and was given the wrong one at the distribution center. After contacting the salesperson to complain about the size, he informed me there wasn’t anything he could, we should just put it on Craig’s List.
When I revisited my paperwork, I noticed we paid for a 36″ cooktop, but was given a 30″. I informed the salesperson about his error and he then noticed he gave me a builder’s price, so I’d have to pay more money for the 36″. WHAT??? First and foremost, I’m not buying that no one within this organization was exposed to the fact they gave us the wrong size cooktop nor that we were incorrectly charged. They weren’t going to notify us because they unloaded a 30″ only to be paid for a 36″. Oh, that’s right, at the builder’s price… OMG. Could this be their way of handling a restocking charge by passing it onto the consumer?
The bottom-​line is I don’t have the cooktop I ordered and paid for. I have a 30″ cooktop and paid for a 36″ cooktop. At no time since I picked up the incorrect 30″ did anyone contact us to tell us we overpaid for a 30″. Where are their ethics???
This would be similar to someone purchasing an appliance and after several months it needed a repair. You call service and when they show up at your door they say, «By the way, you owe us more money. I didn’t noticed I incorrectly billed you at the time of pick-​up.» WHAT???
I hadn’t heard anything from them for several weeks, so I called and was told by the salesperson he still didn’t have an ETA on our 36″ cooktop. Two weeks later??? And he NEVER placed a call to us to explain what he was doing on his end to help meet the deadline for enlarging the opening in our countertop.
We have been playing cat and mouse with this company since the first week of Feb. They don’t return calls and they give a standard response when you call, «The person you are trying to contact is working with someone on the floor.»
We purchased this at the same time we installed new countertops. The countertops were cut for the 30″ as they also sent the wrong measurements to the designer and didn’t catch that either. Oh, but that wasn’t their fault.
I have the invoice that shows I ordered and paid for a 36″ cooktop. I’m not paying anymore money for the salesperson’s mistake. I was quoted a price and that is what I paid.
We tried for over a week to speak with the Madison West Manager, but he was out of the office, had no access to e-​mail or a cell phone; and, apparently, lives in the day of zero communication. Have you heard of a company in 2015 who is that lacking in technology??? Who manages the Madison West store during his absence? I guess the operation comes to a halt when he leaves or this is a tactic to frustrate the customer so you go away and they keep your money and you’re saddled with the wrong merchandise. And in my case, I was overcharged, so they owe me money.
I had to cancel the countertop company from enlarging the opening for a 36″ cooktop due to their lack of responsiveness. We are talking $ 250 for them to make it right to us the customer.
This chain is a huge mess who is only focused on growth and sales. Appliances break and they are not constructed like they used to be. The longevity of most appliances today is short. Sometime after you purchase your merchandise, you too will be put in a similar position. They are not going to work for you. You will be chasing them with zero attention to your concerns. I would not recommend Grand Appliance to anyone. They are not focused on the consumer and really don’t care about you once they receive your check. Their customer service is poorly managed and so are the sales personnel.
I wish I had found this site before purchasing my cooktop from them. It is obvious the way I have been treated is not unique. We can only hope consumer protection steps in and conducts a complete audit of this business. As I stated earlier, their ethics and business practices are very poor.

We had just moved to madsion and in need of a washer and dryer.
Started at grand appliance and never went anywhere else. our salesman ron krogstad was excellent very knowable and very personable. he gave us great pricing and i will continue to buy from him. I highly recommend grand appliance.

We have previously purchased a refrigerator, dishwasher and microwave from Rick at the Nesbitt Road store. Since we live on the north side we asked Rick for a salesperson recommendation at the new Grand Appliance and TV store in Sun Prairie. Last week we purchased a smart TV from Jason, and were so impressed with his level of customer service. We will definitely be repeat customers, and highly Grand Appliance and Jason!

On the advice of our contractor, we used Grand Appliance for our recent kitchen remodel and could not have been happier with their products and service. Our salesman, Doug Haag, was willing to match all prices (in this case, those of a one-​day sale at Sears), no questions asked. Delivery was prompt. Issues were addressed immediately. A new dishwasher was delivered within 24 hours when the plumber found a ding in the interior of the first one. Doug arranged to exchange a noisy venthood for a quieter one. We will definitely buy all of our appliances there in the future!