Poor service to a whole new level Ordered a range on March 1, 2021. Was told by Gary H it could be as much as 8 weeks but more likely 4-6. After I contacted Gary many times he says yes it is in and set for delivery on Friday May 7th almost 10 full weeks after order. I take the afternoon off work so be there and they never show. I called them several times and nobody had any idea when it would arrive. Over the weekend Gary tells me he has no idea why it was not delivered but it has been rescheduled for Monday the 10th. So on Monday I take the afternoon off again and get a call 1:00. I am told the delivery guys dropped the range off the truck on THURSDAY when loading it. Range is destroyed, I NEVER got a call about it and used a day of VACATION for NOTHING. Next Gary says how sorry he is and that he will order another one on the service deal and no more than 3 weeks and most likely sooner. Then all goes quiet again. 5 weeks later and still NOTHING. I contact him and he just starts spewing more lies. Now he tells me he has some customers that have been waiting more than a YEAR for their stuff. Keep in mind I was told it would never be more than 8 weeks. So I tell him both Best Buy and Home Depot have them IN STOCK. He laughs and me and says "good luck with that, let's cancel this and you go see how that goes". So at his request I cancelled with BrothersMain and Best Buy delivered the range in 4 days. read more

I bought three appliances from the West Side store. The salesman put the store warranty charge on my bill until I could check with my spouse about whether we wanted them or not. I did not really want him to do that but I let it go, expecting that we would not take the warranties. I texted the salesman as he said to that we did not want the warranties upon confirming with my spouse. I was still billed for the warranties until I noticed it on my credit card bill. I tried to check my account on line and it does not hold past orders. I called and it was refunded. I called to ask for the manager or owner to say that I was not happy with being billed for the warranties, I was told none were in the store. When the guy on the phone tried to help my problem and I said I really only wanted to talk with an owner then he said that one was in the store but was on another call. That he would call me back. Feeling taken advantage of on several accounts. read more

I have shopped here for my house, my moms house and my rental property's. I put all Kitchen Aid in my house about 2 years ago. 1 week ago, my stove stopped working and we called to have it fixed. Originally they would fix it on the 23rd. Today they called us and said it would be on Dec. 2nd. I called Brothers Main as I will be without a stove for Thanksgiving. They said there is nothing they can do so I just have to buy a new one. Very sad as I always tried to buy local until now. All I get out of shopping there for many places is screwed. Don't believe there lies read more

Go anywhere else. It's not likely they have many of the products they have on their show room in stock. Purchase was a hassle from the start. Only saving grace were the delivery folks. Patronized this business due to a relationship with them years ago and because I'd prefer to deal with a local business rather than "big box" store. It is certainly not the business it once was. read more

The Brothers Main cannot service your appliance once it is delivered. I have a three week old dishwasher and all they said was call the manufacturer and deal with them. Big Bummer. read more

We have purchased from prior- just bought an HE washer and dryer in January. Unfortunately, awful customer service! I prefer to support local but this was the worst. Salesman promised appliances that were not available- even scheduled delivery. After much runaround with salesman and manager, we ended up canceling the gas range and purchased elsewhere. Beware!!!! read more

We had a great experience from beginning to end. Josh Reno made it an almost effortless process. Thanks for all your help! read more

Purchased a washer and dryer. When delivered, the dryer was damaged. I was told by salesperson that I would get new one by next week. It took 6 weeks to get. The worst part is that I kept contacting the salesperson to find out what the status was. He kept telling me he'd have to check and call me back...which he never did. I finally tried to contact the owners. They never responded. I did get contacted by a customer service person who actually was very helpful in trying to get me my dryer. By that time I was so frustrated I had already made up my mind I will never purchase from them again. Terrible experience. read more

When my 25 year old microwave stopped working, every repairman I spoke with recommended Brothers Main, and historically I knew it was a good company. Not anymore. Although informative and knowledgeable upfront, I had to call and stop in on my salesperson Dave Wipp three times to finally wrestle a new microwave out of him 8 days late, which is really, really good compared to some of the reviews I've read on here. Dave will NOT call you back when he says he will. He will say he's so busy, that he's with a customer now, that he stays two hours past closing time to follow up on his call backs...but not to you! Do yourself a big, big favor...figure out exactly what you want and buy it online from a well-reviewed seller for 10% less with free shipping. You're welcome. read more

Horrible experience with this company! Wouldn't recommend them for nothing! There customer service person Heidi is rude and nasty on the phone and hangs up on customers. When Tonya called to confirm my delivery appointment (voicemail to prove it) delivery was to happen before noon when they weren't here or a call before noon I called to see what was happening only to be hung up on. I waited over a month to even get a stove. Only to be treated poorly, would NEVER DO BUSINESS HERE! After seeing others reviews and how bad they truly are use another small business that truly cares for their customers. read more

Worst service ever. If you ever have a problem with an appliance don't except them to fix it. We have had there service department out five times and our refrigerator still doesn't work. It's been almost 2 years. Every time they send a different person that has no clue. Every one orders a different part that doesn't fix the problem. This would be the last place I would buy anything again read more

This was the worst appliance experience I ever had. After nearly three weeks, my dishwasher order still has not been delivered. The woman who handles the orders was everything but sympathetic with her only solution being to cancel my order. So that's what I did and purchased from a giant chain store for $60 less, exact same item and delivery in 5 days. So much for supporting local. read more

Buyer Beware... In July 2020, I purchased a floor model refrigerator from Brothers Main. Due to the pandemic there is very little inventory to choose from. Also I was trying to support a local business. Fast forward to December 4, 2020. The ice maker stopped dispensing so I scheduled a service appointment with a technician specific to the brand that I purchased. During that visit the technician notified me that my refrigerator is 5 years old. It is a 2015 model and if I was not able to prove that I had purchased it in the last 12 months , I would be charged for the visit because my refrigerator would no longer qualify for the warranty. I had the receipt so the visit was covered. Since that day in early December I have gone in to Brothers Main and called them 3 times. We have been told that the owner and Roslyn (customer service) will be contacting us about this purchase. I by no means would have ever knowingly purchased a 5 year old refrigerator. To this day, January 3, 2021, no one has ever returned our phone call. I am discouraged that I tried to support a local business and was treated in this manner. I DO NOT recommend shopping at this business. read more

Had a great experience with Bros. Main. After realizing that Best Buy and Sears don't stock anything locally to replace my washer/dryer, I was happy to find out that we could get our new set the VERY NEXT DAY at Bros. Main East. I was told by our knowledge sales person. Mickey, that it will soon be expanding. Super convenient on Madison's east side! read more

I purchased from Brother's Main before and everything went fine. But in June 2020, we purchased a $2500 refrigerator. 8 months later and we've had not 1 or 2 service calls but TEN. The first service person that came asked if we had bought a floor model (we did not). He noticed the manufacture date was 2 years ago. We questioned this with Brothers Main because our sales person told us that this was a brand new model that they had just recently gotten in their store. When we questioned Fridgidare about the model, they said that the sales person was incorrect and this was not a brand new model for Fridgidare. Then Brother's Main changed their story and said that the manufacture sticker was probably incorrect inside of the refrigerator. After that, we were told by Brothers Main that we could purchase their store's extended warranty for an extra couple hundred dollars - ON A REFRIGERATOR THEY SOLD US THAT HAS BEEN BROKEN SINCE WE GOT IT. Our old refrigerator which we still have in the garage, works better than this. I contacted our sales person yet again and he has stopped returning my messages. I feel that Brothers Main could care less about their customer satisfaction AFTER they have our money. Very disappointing. They have lost us as customers. read more

We have bought all of our appliances here for the past 22 years. Referred many people there, never again. Purchased a range here in February 2018 it arrived damaged. It was such a hassle to deal with the parts department. The piece was replaced once but was damaged on install. That was April. The parts person told me the new pice would be in within 7 days. It finally was in and installed in June 2018. Horrible customer service. So disappointing to get a new appliance and have to look at it damaged in your kitchen for 4 months. read more

The salesman was great to work with, and our washer and dryer were priced pretty competitively. But we had a suite of kitchen/laundry appliances delivered during the week from the Brothers Main, Best Buy, and Sears. Frankly, the delivery logistics for the Brothers Main are not up to the quality of the other two companies. Trying to find a delivery window from the Brothers Main puts the burden on the customer.. read more

Have bought appliances from Tony at Brothers Main in Janesville. All I can say is he provided excellent service and knowledge of the clothes dryer and refrigerator. read more

We have been loyal customers for 12+ years. We recently had a 4 year old refrigerator that wasn't working properly. I called them to ask about what repair service they recommended.. That took me down an extremely frustrating road with their horrible customer service. In the end, they did not stand behind their product, were rude, short, and dismissive. I will no longer buy from Brothers Main or recommend to anyone. read more

Thanks Greg Suehring for the great and the excellent knowledge about the various appliances! He honestly should be promoted.

After a nightmare experience with a different appliance store, we ended up at Brothers Main looking for a refrigerator. Salesman Tim and the delivery guys Keith and Dale were great- could not be happier with the service and product. We will definitely be back! read more

I have had three experiences now with Brothers Main and they are all negative. First experience was about 7 years ago. My wife and I went into the store to look at appliances for our newly purchased home. We may not look it, but we are actually quite well to do and will pay extra for quality products and customer service. The sales staff did not realize it or just did not care to make money that day and and treated us like hobos. We left. Second experience was a few years later, hoping that the sales staff had turned over. Placed and order for a $1500 LG washer to be delivered. It said it was in stock and would be delivered two days later. I received a call the next day saying it was backordered. I said ok I want to cancel the order so I can place it somewhere else that has it in stock being that I needed a washing machine. My salesperson got very upset and even snapped at me. Again, if you want my money and you are in the service business BE NICE to the customer! Third experience just happened. Ordered a new washer. Delivered. Excellent washer but I do not like it. They do have a return policy with a bunch of ways you are going to lose money but I don't care I want to return it. Called the store and they told me to call customer care and gave me the number. I called customer care. Was told that they emailed the supervisor and they would get in touch with me. Never happened. So... I am going to eat the $1000 I spent on this washer and take my business elsewhere. My wife and I will be purchasing a new washing machine, gas dryer, refrigerator, dishwasher and gas range definitely not at Brothers Main. read more

This place is a joke!! I wanted to shop locally and stay away from the big box stores just as they advertise. I bought a washing machine from them and in less than 2 years, it is going to cost more to fix it than the purchase price. That doesn't even include the $150 dollars I paid one of their service technicians to diagnose the problems. I brought this to their attention and after a visit to the store and 2 days of phone calls back and forth, I was told sorry to bad, contact Maytag!! I would highly recommend staying away from this place as they are no different from the big box stores. All they care about is making the sale!! Horrible customer service and zero in standing behind the products they sale!! Stay away!!! read more

I'm going to go about this a different way - i'm going to start with my problem, I'll see if they fix it and then write my final review - We buildt a new house, started construction in the fall of 2015 - we bought the entire kitchen appliance package from Main and had them delivered and installed when we moved in - February 2016 - The freezer had to be re delivered at least 3 times , because they kept trying to bring out one that was dented in the front (Stainless steel, very noticeable) in the end, we got a good one. Now, this morning our dishwasher died. We called Brothers Main and their response was , not their problem, it's a Whirlpool problem. I strongly disagree!!!! You are a dealer for Whirlpool, you are the direct link to the end customer (Me) When i buy the appliance, I deal with you, so problems should also be handled by you - then YOU go to Whirlpool and have them reimburse you or whatever - I am a buyer for a worldwide manufacturer. We have dealers all over the world, when they have a customer complaint, they immediately take care of their customer, and then come us at Corporate to make it right with them if possible - I am now going to contact Brothers Main again this morning and see if I will get any satisfaction -we were told on our first call, it's your lucky day, these dishwasher are on sale now, so with a new appliance and installation it would be $510.00. Again, this appliance is less than two years old. Whirlpool states on their webside that the average lifespan of a dishwasher is 7-12 years. This is my first time on Yelp, so I will be curious to see what happens - Stay tuned ! read more

Terrible customer service! Nice until purchase in made- once purchase is made they don't stand behind their products and are rude!

Purchased a refrigerator from Brothers main. The sales process was easy enough, once the delivery happened the problems started. The water dispenser in the fridge door left a very plastic taste in the water and the ice. I called the store repeatedly and was told they were too busy to answer the phone at that time. I finally got a hold of the "liaison" from Brother's main to the manufacturer. Emailed her and to this day (3 months later) I have never heard back from them. Finally managed to get the manufacturer to set up service and take a look at the product and got the issue resolved. I will never purchase another product from Brother's Main. I decided on a lark to do it this one time because I thought I would shop local and keep some of the money in the community, the service and followup was so bad, I will never do it again. Everything was fine until after they installed it, just remember that for yourself, the sales process was fine, but they never followedup on service issues. read more

We bought a new dishwasher from the East Side store this last weekend, and had a really good experience. We actually went in twice, and had 2 different sales people, and both were very friendly and helpful (I think they were Dave and Mickey). We went in about 20 minutes before closing on a Saturday, and they didn't make us feel rushed, and even gave us $100 off the floor tag price on the model we chose. It wasn't in stock, but we weren't in a hurry so we placed the order. We did a bit more research over the next couple days and went back in to talk to them again (we knew the brand we wanted, but thought twice about the model) and they happily showed us all of the differences between the models, and didn't mind when we picked a cheaper one, they just refunded the money. It ended up being in stock, so the delivery guy called us that night to schedule delivery in a couple days. My only complaint with them is that delivery/install is very expensive. But we were told that the guy they use is an actual plumber with many years of experience, instead of a kid getting $15 bucks an hour. We had a horrible experience with one of those "kids" from a different company almost blowing our house up after installing a gas stove, so we considered it worth the price. Our plumbing was a little goofy too, and he was able to make it work. All in all, we are very happy with the experience. read more

I had a very poor experience with Brothers Main. Went to the store to get information on an entire house worth of appliances, as we're building a new home. The salesperson was very friendly and knowledgeable, and the in-store experience was a good one. From there, it was all downhill. It took a full week to get a quote on the appliances we discussed in the store. Since we are under a bit of a time crunch with the builder, that was not helpful. We called the store four times to request the quote (after waiting 5 days we called, and were told that we would have the quote by the end of the day. It didn't come. We called the next morning, and were told we'd have the quote "within the hour". We called 4 hours later and were again told we'd have it "within the hour". Finally, after the 4th call, we received the quote. To add insult to injury, the quote included a price higher than the Brothers Main website price for the fridge we had picked out. We will be going with another provider for our appliances. read more

I was in search of a new refrigerator, I did a lot or searching online. I found that Brothers Main promises low prices. I went in one evening to look around and was hoping to settle on something that evening. The gentleman working the floor was extremely nice, wasn't pushy at all. He was very patient with me (I think I looked over some refrigerators like 20 times!). He was very knowledgeable and if he didn't know something, he looked it up or consulted with another colleague. Once I found the refrigerator that I wanted to purchase, he showed me that they were indeed the lowest price (he brought up other competitor's prices via internet), and he even knocked off additional money to be sure. He discussed that within 30 days if the price became lower somewhere else, they would refund me the difference. I had my refrigerator delivered and the two gentleman who installed it were VERY nice and a pleasure to work with. My whole experience with Brothers Main was a very positive one. It's always a pleasure to support local businesses, and they do show their appreciation for their customers. Will definitely be getting future appliances through them. read more

Great customer service! I recently bought a HE washing machine from here. Friendly service and great last minute help. We will be going back here for any other appliance needs. read more

bad experience at the west side location. went there to look at projectors for my man room. had a nice selection but expensive. asked the sales associate if there were other projectors and he kept telling me about the one for 3000 bucks. told me best buy bad garbage (was true). found one online. read more

Our refrigerator broke 2 months ago while on vacation. It was repaired, but I was told that I would likely need a new one soon. Everything inside was rotten, we thought something in the house had died! I came home from work yesterday, a Friday evening, to hear the familiar buzz and click noise that I had ignored the week before the frig broke two months ago. I opened the freezer and everything was defrosting. I called a couple places and I was told I would have to wait until next week to have a new one delivered. I called Brothers Main and Dave said he would see what he could do about getting a new one delivered the next day. Dave, and the owner of the store were very helpful, no high pressure sales, just very interested in helping us out. They even offered to give us a free loaner if the one we wanted was not in stock! The frig we ended up picking out was listed as having damage on it's side. We saw nothing, but they offered a discount anyway. The frig arrived this AM around 9:30. They called half hour before they left the store to confirm and called again when on their way. The delivery guys were very nice, and extremely careful. I was happy to see that they used sound ergonomic lifting techniques too. The new frig is up and running, looks great, and our food did not have a chance to rot. Thank you Brothers Main, we'll be back when our next appliance kicks the bucket. read more

We needed a new dishwasher ASAP an none of the other big box stores have ANYTHING in stock and need to order. We live out of town and didn't want to have to take off work to wait for a delivery. I'd been to the West Side location before and wasn't thrilled with them but I phoned the Stoughton Road location and they said they had a few in stock. We drove over there and talked to Tim. He was excellent. We wanted Bosch and he explained all the features, told us the differences between the models and never tried to sell us a more expensive one. We preferred white and there was one in stock that another customer had ordered. They actually called the customer to see when they were picking it up! Turns out they didn't need it right away so we could get it! We miss American since they closed but now we have a new place to go next time we need appliances. It was nice to have a sales person who knew the products rather than what we saw at Sears and Best Buy--they basically knew it was a dishwasher and that was it. read more

We order a refrigerator, we were okay with waiting ten days for our new refrigerator to come in. They delivered it to us- and the ice and water feature was broke. After asking a few questions we find out that our new refrigerator was the floor model. Perhaps the salesmen was passing it off as "new"on to us, we will never know. Luckily the delivery guy (who was decent and apologetic) caught the error- of this being the floor model when we paid for new. When asked the salesman offered an insincere apology and gave us grief, when we asked for two water filters for the mistake. Not to mention that we had to wait over a week to actually get a "new" refrigerator. Maybe the first new one was never ordered. They were gracious enough to let us use the broken refrigerator with no ice or water. To add insult to injury, we were last on the delivery list on a Saturday- the new refrigerator came to our house at 2:50 pm. That is some spectacular customer service. We will be in the market for a new dishwasher in the near future- guess we will try the "big box" store- as this local purchase was a bust. Hear is a tip- if you treat your customer bad- they will talk about the bad service. The 2:50 pm delivery on a Saturday was the last straw. Thanks, Ed. Hope your weekend was great- we had to wait around all afternoon to get our "new" refrigerator. read more

We purchased an LG fridge from BM east location and it completely died 3 weeks later. We lost an entire refrigerator of food. The technician told us this fridge would always burn out in our location bc it only vents in back. The salesman acted unaware of this, but did have a loaner delivered after 2 days of no fridge. We then purchased a Maytag from them. Two attempts at delivery of this showed that both units were rusted. When I returned to the store to choose a third brand, the saleswoman, Mickey, was the most rude individual I have encountered in service. She was abrasive and short while finding out if the unit we chose was in stock. She said the last unit dying and the rust were not her problem, that it was the manufacturer. She tried to bully me into buying the third fridge and yelled at my father and I when we stated we would consider another store first. So much for trying to support a local company. Stand by your product brothers main. read more