Hugo’s of Melrose

I was leery after reading a few reviews but went in the store, chatted and felt they were sincere. They didnt have what I wanted but they got it shipped to their store in 1 work day and I didnt leave a deposit, on initial request!!! Unreal!!! Beat all competitors price!!! Delivered and set up in 2 days! Not a problem. Unreal !!

Supposed to deliver stove on Wednesday. Then it was Thursday at 1pm. No show Thursday. Called and asked what was going on and they say «oh tomorrow between 12−3pm. Really? A weekday blow off and then a 3 hour window? To beat that they showed at 3:45 on Friday, wheeled the stove in dumped it in the kitchen sideways and walked out. This place is an eye-​sore on Melrose center as it is. A faded plastic banner meant for a party or temporary signage has been hanging off that storefront for years now. Why anyone would ever even consider going through them when you could simply call Sears or Best Buy or any one of a dozen or so other places that would do a far better job. I asked someone a while back how Hugo’s stays in business. She replied «people say their customer service is what people rave about». BS. Their customer service is terrible.

This family business helped me chose appliances that worked for my family. They even helped entertain my toddler while shopping. Free delivery and set up. My parents have been coming there for years. I can see why. Very pleasant experience.

Great customer service, outstanding pricing, and extremely knowledgable staff. I was offered free delivery and free pick up of old appliances when it was convenient for me. If I have questions about any appliances, I now call Hugo’s and get answers immediately. Big box stores do not give you this type of service or trained personnel. I was offered no interest financing and no hassle buying. I will definitely recommend Hugo’s to family/​friends.

Bad customer service. Referred by a family member. Repeat customer from the past with very bad experience. Bought a washer and dryer. Dryer broke after TWO USES. No heat. Horrible product they are selling. don’t buy! BEWARE. Had to call them numerous times.
By the way, they don’t offer any extended warranty’s at all. Which is just plain terrible if they sell bad items! Three month, that’s it kids.
A few things go wrong and get worse and worse.
Everything is fine la la la after 4 days then BAM! The dryer don’t work –NO HEAT hmmm I wish it was summer I could go all ghetto and just hang them on my back porch but now I hate wrinkles and bugs!
I called them three more times to get an appointment for this now. Meanwhile, I have to wait another week or MORE before I can do laundry again. Thanks downstairs neighbor! Your the reason I can go out this week! XOXOX
Order the parts blah blah more time blah blah NEVER AGAIN BLAH

I’m not sure why the other reviews of this place are poor, I had an excellent experience with Hugo’s. I needed a new coin-​op washing machine for a property I manage, and they were able to deliver it pretty much asap. The guy I spoke with on the phone, Greg was super pleasant and very efficient. I ordered the machine in probably 10 minutes, and had it delivered a couple of days later. The machine works great, and the shipping was FREE. They only charged $ 20 to take away the old machine.
A+ Hugo’s, I will be using you in the future.

I probably should have read the other reviews before making a purchase with them.
We just moved into Melrose and were looking for a specific fridge. We went into Hugo’s to check what they had to offer, and although they didn’t have it in stock, they promised us they could get it delivered in the next week.
About a month and a half later, still no fridge. They essentially lied about their capabilities to get something in in order to secure a sale. If we hadn’t already paid them for the fridge we would have gone with someone else.
Very deceptive technique and not a good way to build customer relationships. If you are in need of home appliances I would simply recommend going to one of the big box shops.

I agree. The guy that you deal with on the phone is very arrogant. I was treated in a mocking manner because I was a female.

I think the best judge of a person’s character, or their business, is what they do when no one is looking.
I am a renter and recently received the wrong refrigerator from Hugo’s. I still don’t know if it was Hugo’s fault or my landlord’s fault. Either way, that shouldn’t have impacted how I was treated.
In trying to setup a delivery time for the second refrigerator, every representative I spoke with, specifically a male who answered the phone all three times I called, was rude, not helpful, and completely unprofessional. When I told them that I couldn’t be there for the delivery time they offered, I was told by the male mentioned above, «Look, if you want a new fridge this is the time I’ve giving you.» There was very little willingness to work with me.
In response, I made it clear that the delivery time they offered just wouldn’t work and I couldn’t take a day off of work just to have a fridge delivered to replace the wrong fridge they sent in the first place. It wasn’t my fault.
I work in customer service so I understand what good customer service is. Hugo’s does not offer it. They didn’t just have a bad day, or a bad moment. I waited to pass judgment after multiple conversations and experiences. Hugo’s is just not a place filled with people who understand good customer service.
I am a former and future homeowner and when I need to buy new appliances again for myself, Hugo’s would be the last place I would go. Though, they may put on a different face if I was the «customer». But can you trust that?

I ordered a GE refrigerator, Wolf range, Bosch dishwasher, and Thermador hood from Hugos on 11 Aug 2007 (paid in full, $ 9274). I called them on 18 Oct 2007 to let them know I would need the appliances in ~ 2 weeks. Was informed that delivery would not be a problem. All arrived on time except for the range hood. The wrong dishwasher was delivered but eventually exchanged for the correct model. Several weeks later the hood was delivered (15 Nov 2007) but it appeared to have been previously installed (missing protective film, knock-​out plugs gone, scratches on front/​inside, damaged electrical diagrams on interior surface, packing material absent). I asked for another unit but it never arrived (‘on order, will come in later this week’) It wasn’t until I contacted the BBB on 16 December 2007 that they finally agreed to refund my money. Thermador later informed me that Hugos was not an authorized distributor for their products (Thermador is now owned by Bosch), which likely contributed to the problem. I subsequently worked directly with Thermador to obtain a new hood in less than 1 week.
Advice to prospective clients — Ask what products they are authorized to sell. Get a written guarantee of delivery dates. Carefully document all communication & make sure to get all promises in writing. Be an informed consumer — numerous other distributors in the area carry similar products (Grays, Doyon’s Modern Appliance, Lowes) so shop around for the best price and service.