Hugo's was recommended to me by my repair man and I think it was one of the worst experiences I have ever had. I was replacing my washing machine and the deliverypeople inadvertently removed my dryer and brought in another dryer. I was on line at the time and not paying attention. When I noticed what had happened, they took the new dryer back out. then they took out the old machine and returned my functioning dryer to my home. When I called the store, there was little apology and I requested purchasing a downgrade of my former machine. When they returned three days later, they brought up an upgrade - NOT he machine I ordered. But what was most shocking was when I called them and asked them why they had not delivered the machine I wanted, no one knew anything about it. Then the person on the phone said "We deliver the wrong appliances all the time because the numbers on Electrolux washer and dryer are so similar." I couldn't believe he said that. I was stunned to which I said, "Knowing that, why are you not more careful?" I ended up tipping the delivery men who worked hard and the machine cost me much more than it would had I bought it from my local store. There was barely an apology about them. read more

We purchased GE Cafe appliances in 2022 from Hugo's but this review is regarding a recent follow-up experience with Al. We had special-ordered bronze appliance handles for the GE Cafe set, and one of the refrigerator door handles had started to oxidize within a year. It didn't bother us as it was hidden but then it started to peel and the silver metal was showing through. We only use a soft damp cloth to wipe them down, never any chemicals. I gave Hugo's a call a few weeks ago to see if this was a known issue and if GE would replace. The person I spoke to on the phone took down my information and asked me to text some photos to Al and follow-up on Monday. Al said this was the first he had heard of this issue but he reached out to GE on our behalf and by Friday of that same week, we had a replacement handle on our doorstep. We definitely would not have received this service had we ordered through one of the big box stores. This is why we choose to shop with small businesses. Thank you, Al!! The new handle looks great and we will be seeing you soon...washer and dryer is on its way out. read more

We needed a replacement dryer so went back to Hugo's where we have been buying our appliances for years and Al looked up our previous order and placed a new order and said it would ready and delivered today, Saturday which it was. Kudos to Caesar and the two(2) others who took out the non working one and set up the new one. They called to let me know they were on their way and also when they arrived. Thanks. Chris K. read more

Microwave died today and went here to look.....4 hours later a new microwave was installed.....great experience

Al Pocaro is sexist, condescending, disrespectful. That's the treatment I got after paying over $1500 for an induction stove. I was screamed at on the phone because I called to ask to exchange the stove for a new one (they'd lose no money). The induction oven we had purchased was tripping our breaker and we could not use it. They referred us to an electrician who told my husband that we needed a new stove. Mr. Pocaro did not let me get a word in edgewise and was yelling about how the electrician was lazy and didn't want to come to our home. I was told that he had "an understanding" with my husband. I was told, when I tried to get a word in edgewise to explain that this is HIS guy, that I would be put on hold until I "calmed down." I was then put on hold. When he returned, and I asked if I could finish, he hollered at me some more and then said, "OK, you can finish now." His tone was condescending. I was told to call back at noon and was hung up on. I texted my husband, who was at the airport (that is why I was managing this situation). He had to call as he was boarding the plan to straighten it out. He got a lot more respect than I did. I was then called back and immediately put me on hold. I had no idea, but he was talking to my husband. I waited for over 5 min, not sure what to do, and then he returned and told me he had just straightened it all out with my husband. It was a rude waste of my time. I own a law firm and had a day to start. However, this individual clearly thought that I had nothing else to do. I was treated like a "dumb broad". I own a business just like he does, it was really disheartening to see one small business owner treat another in that way, particularly because I am a woman. I told him he was very sexist and that he clearly thought he needed to talk to a man to get things done. I have not been treated that disrespectfully in a long time, and I work daily in a male dominated profession. If you want to be treated respectfully, and not in a sexist manner, I would spend my money elsewhere. The irony is that the person he thought of as the "dumb broad" is the one who paid for the stove. read more

Very condescending and disrespectful Al Jr. he does not let customer finish, and he thinks he knows it all and don't listen to what the customer need to say. He try to reprimand you for asking questions. read more

Purchased a $1300 dryer from Al Porcaro over the phone based on a referral from a friend. Had to chase him down to get my receipt emailed to me. Long story short, dryer got delivered and it doesn't work. No heat. Called Al, and he said they wouldn't replace it. I have to go through the repair service for this brand new dryer. Shame on me for not checking Yelp before buying from this retailer. Their track record speaks for itself. Do yourself a favor and find an appliance store that won't leave you high and dry. read more

Ok. So how rare is it that I could imagine giving an appliance store a rating, never mind a "5" star. Well. This family multi generational store blew both my wife and I away today with our long search for a new dishwasher. First... this has been a six month long journey, trying to find just the right one at a good price. Forget Home Depot. They suck (excuse me)! Tried searching the internet and local stores which we try to support when we can. Gray's Appliance located in Melrose also a family run business with a great reputation, was a stop. But nope, they don't do installations any longer. Just sales and service. Some new state law that plumbers have to do the installation now. And they don't have one?? Knocked down from a sure fire 4 star to 2 stars now! Keep on going... Then we found Hugo's and "Al(Fred)", a third generation owner and his staff. Wow. What a fantastic greeting and personality who's super excited and knowledgeable. We pretty much had done our homework and narrowed it down to two models. He had both on a spacious showroom floor and very low key and a great listener. Asked some very intelligent questions about our lifestyle and pointed us to the model that we and he identified as the one. Great price. Will match any other stores and beat their prices AND when we were expecting "it'll be a few weeks" like everywhere else, he said... "how's tomorrow look for delivery and installation with our own plumber!" Hello!!!! Gee. Service and pride and professionalism!! And, when it was all done. He asked if he could go pull my call up to the front door from the ample rear parking lot. For sure... Get your appliances at this more than just great store. read more

Al Jr is what a lot of customers say on Yelp.... He is a condescending bully and loves to degrade his customers when they experience issues. Do not do not use this man for anything. Go to Grays or somewhere else. His father was a good man and must be disgusted as to how his son treats his loyal customers of many years! Trust these reviews.....he is even worse when you have to deal with him once you have an issue and you will. read more

I want to post a review after a resolution to my concerns were completely and pleasantly resolved with Al Porcaro, III Owner of Hugo's. There were some issues with a backordered DW from GE that completely made a final rebate due to me become expired. I was so disappointed to say the least. I absolutely love the GE Slate products that I purchased, aside from a few minor quirks with noise, but overall I'm very happy. The staff at Hugo's from Nick, Christen, Al and the delivery guys are to be complemented and I want to thank them each again for their help and patience with my purchase even through the glitches. I was not aware that rebates are not processed through GE, but a third party who have complete control over your rebate. That is the one big lesson I learned. My frustration at the end of receiving all my appliances and then being informed the rebate was expired was really upsetting, BUT this was due to my installer not measuring correctly for the DW which had to be returned and then re-purchased. The backordered window deliver time completely cancelled out my rebate. With all this being said, Al was really kind to return a partial refund to me on part of my appliance package even though he didn't have to do this per the re-stocking rule with Hugo's. Thank you again Al :) I've submitted the rebates, but I will not know ultimately what this 'third party' retailer will end up returning to me. All in all, HUGO's goes above and beyond. You will receive outstanding service from Al, to Nick, to Christen and the delivery guys when you do purchase from HUGO's, so don't shop anywhere else. The best prices anywhere are here! read more

Very friendly and knows staff. Very accommodating to our needs on tricky deliveries And the prices were very good. read more

al at Hugo's is the best! I know not every reviewer gave great ratings burly 50% of the time customer's are a pain and like to complain. Prices are as good or better than the big stores. They also take away your old appliance, which is a huge cost/hassle convenience. And if u go to Home Depot and have a problem, you get no support/person to call if u have questions or issues after delivery! I plus, you get guidance on what fits, pros and cons of models, etc. rather than figuring out yourself Go local! Without the hassles/ lack of service of the big box stores. read more

It was a horrible experience, the washer /dryer was terrible after using once they will tell you it's your problem to go screw !!! horrible people working they remi me of very cheap,poor cars sales men who are trying to fuck as many ppl as possible! do yourself a favor go to grays appliance right down street or anywhere else! he did give me some advice to try and sell it on Facebook! smh they are just scumbags don't give them your money! your been warned dont trust this place read more

Awful - The owner is rude, ignorant, condescending and disrespectful. His son was also rude when I spoke to him. I was told by Alfred, the owner, that delivery would be from 11-3 and to call if I didn't hear anything by 1230. I called at 1pm and reached Nick, who immediately sounded annoyed that I was calling since it was not 3pm yet, so I explained I was told to call at 1230. He placed me on hold and then told me he didn't know what the drivers were doing, but they would call me 30 min before arriving and it would be by 6pm. I said, I was told 11-3? He said, well it could be later. Do you have to leave to go somewhere (as if that should matter) - I said no, but I have a sick 4 yr old and that is late for us. He said 'I can't make them go any faster. If you want to call back later, I can check again." I said, will you tell me the same thing? He said 'yes'. I said ok, goodbye. The driver called me at 2 and said I was next. He arrived at my condo and told me to come down and hold the door for him. I have had many deliveries here over the years, including a fridge, and have NEVER been asked to come down and hold a door. I told him I was here with a sick 4 year old and he simply asked me again. I went down with my son and saw there were TWO of them, so I was perplexed as to why they needed my help. He then proceeded to ask my elderly neighbor to hold another door! After installing the fridge, it was uneven/wobbly and they told me the fridge did not have adjustable feet and my floor was not level and asked if I had a piece of wood or cardboard to put underneath it. They were perfectly fine leaving it that way and had I not said that was unacceptable, it would have stayed that way. After 30 min of trying to figure it out, they flipped the fridge and saw the feet DID adjust. That still didn't work so they left it with a piece of wood underneath and the owner said he would send a more experienced technician out in a day or 2. There was no urgency on his part. After they left, I called because the doors were not shutting right and I wanted to know when another technician would be coming out. He immediately started speaking to me like I was an annoyance and was condescending. First, he told me to send him pictures and I said, the guy took them and told me he already sent them to you. He said, but I'm asking you to send them...they get busy. I sent them and then called back and waited on hold for several minutes. He told me the doors were supposed to be like that it was a 'feature'...it is not. The guys who came back the following day assured me that it wasn't supposed to be like that. I told him as a business owner myself, I'd want to know if people were rude, etc. When I told him about Nick, he said, I'm sure he wasn't intending to be rude and when I told him about the delivery guys, he said, it's a touch job, 'have some empathy'. I was so offended. Then he proceeded to tell me that my business was different than his...again, as if that matters when customer service is poor and incompetent people deliver and install. I ended the call and he called back saying 'we must have got disconnected' and I said, 'no, we are done'. I have never in 20 years of owning a home and having deliveries experienced such ignorance and incompetence. I wanted to support a local business and I'm sorry I did. The place I usually go was down a delivery truck and I was down a fridge, so I had to go elsewhere. Different techs came back the next day and not only assured me the doors were NOT supposed to be like that, but they simply moved the piece of wood to the back of the fridge. I told them I was not happy with that and the owner called and told me I can't pick out a new one until all options are exhausted....they would be sending ANOTHER tech from Edgeworth to try and fix it and I couldn't come in to pick out a new one until next week anyway because no one was available. I then called and asked if they were open over the long weekend and they were open 9-3 on Sat - so that was another lie - the fridge still did not sit correctly and I was not happy with it and decided to take him up on his offer and he there was nothing wrong with the fridge. Awful, awful, awful - go elsewhere even if it's more money. read more

We recently moved to Melrose and wanted to shop locally. We went to Hugo's Appliances on Main St in Melrose. It was a great decision. We purchased a stove, microwave, fridge, washer and dryer. The refrigerator was back ordered and they gave us a loaner! Al is very knowledgeable. The delivery people were amazing. Highly recommend read more

Called about a concern I had with an air conditioner that is a week oks. I have never posted a re yes on yelp...so this is how unhappy I am with the way I was treated. Rude and condescending. As I read other reviews I see this is a pretty common problem with them . Sorry I cheated on you Grays!!! Never again read more

These guys get a FAT ZERO instead of 1 star!! Never have we dealt with such RUDE and ANTAGONISTIC people who own and run that store. Beware... seriously! Watch out for Al b/c he shoots his mouth off and YELLS and insults you if you have to change something or even question him on his own policies. He did this repeatedly on several occasions. Also he will NOT put in writing the warranty he so proudly states over the phone. We ordered two items from them and after such a horrific experience and never getting our second item when promised over and over, we happily cancelled! They also lied about price-matching - Steve said on phone that he'd price match an item, and then Nick, with his snarky demeaner, doesn't honor it and says they never agreed to match. They are pushy and don't know the first thing about customer service! My story is too long, but suffice it to say that when there is a problem or if you question them, they are horrible to deal with. Al even asks personal questions that have nothing to do with the business at hand, only to find reason to insult you when you have legitimate questions. It is a family-run business, but it is clear to me that any good reviews written about this place took place when the father ran the biz. Now that the father recently passed away, the son has taken over, so beware. They don't have to abide by any rules. Left me aghast at this whole experience!!! BTW, don't let their response to this post fool you - they will try to deny. It's when things go south that they become a nightmare to work with. The delivery guys, on the other hand, were a pleasure to work with. Kudos to them - they should work for a better entity that treats people well. read more

To replace our downdraft range, we decided to shop local rather than the Home Depots or Lowes. First, when we tried to order a replacement downdraft range, they had no idea nor advice. Good, we did our homework. Then delivery... impossible to get an update or ETA. Then, 4 or 5 weeks later, we got a random phone call that they will deliver on the day. So we had to reschedule and everything. Finally, the installation, at an extra cost. They hooked us up with local contractors that turned out to be relatives. They quoted us $2,000-2,500 for swapping the ranges. Hard no, we found another guy that did a great job for less than $600. Bottom line, we will never use Hugo again, and big stores are as good if not better. read more

Amazing customer service! Friendly delivery! We will be repeating customers. This was a positive shopping experience even with stock being back ordered due to covid delays which didn't affect us as we were slightly ahead of the demand. Thank you to the 3 men who came in today to assist in replacing the damaged freezer door. read more

Landlord used them because they couldn't get anyone to replace my in-cabinet microwave in a reasonable amount of time. It was hands down the worst experience I've ever had with a contractor. Was given a vague idea on when they'd be here. When they did show up, one of the gentlemen immediately started yelling at me about something. Then I was being yelled at by the other gentlemen because I was rushing him and I wasn't even ready myself. Keep in mind I hadn't emailed or called anyone, I didn't ask when they would be here, so I don't know who exactly was rushing them. Then the entire time during the install, the two gentlemen were arguing and swearing at each other to the point that I thought they were going to fight each other. They left most of the trash and saw dust in the apartment, which ultimately wasn't that big of a deal. Afterwards I saw the microwave was installed improperly and was crooked. I'd rather have kept the broken microwave. read more

Greg was amazing getting me in the store the day after my fridge died. He was so knowledgeable and quick to review the specs I had for space in my condo and showed me a few options. Delivery was 3 days later. The delivery team was friendly & quick. Coludn't be happier. Big box stores all said 2-3 weeks delivery and the prices were well over $150 more than Hugo's price. Will be using them for all my needs going forward. read more

10/10 would recommend Hugo's for any and all appliance shopping. Al and team will treat you like family from the moment you walk in the door. Everything from prices to customer service to quality to overall shopping experience, Hugo's is second to none! We bought all our kitchen appliances from here and continue to come back for other needs, to include a beautiful wine fridge. Hugo's make it easy to support a great local family run business. I will never shop for another appliance from any other store. read more

Worst experience ever. Please do plenty of research before stepping foot in this place. Al the sales guy is aggressive, pushy, rude. Arrogant! Has no customer service skills at all. I wanted to support a small business, should have just stuck with buying my appliances at Home Depot. Once they get your money- they don't care about you or any issues you may have experienced during or after delivery & any mistakes they have made. They didn't install my appliance correctly and I called to make them aware. When you call to explain your issue they just say they will call you back (never do) and say "why don't you fix it yourself" or have your "husband fix it". The way he treats women, is obscene & offensive. Many complaints have been made to the BBB. I will never take my business there again and will make sure anyone I speak to wanting or looking for appliances does not go there either. read more

Great team here at Hugo's hooked us up with excellent prices and terrific service! Highly recommend you shop local next time you need an appliance. read more

Hugo's Melrose Appliance - Appliances Near Me - Melrose, Massachusetts

Needed a refrigerator ASAP when ours at work went in the middle of summer. No where around had a basic model in stock, tried all the big stores but they only had high end luxury models for thousands of dollars that I could not spend at work. I called Hugo's and not only did they have in stock but they were the best price too. We had the refrigerator the next day. read more

a minute ago-Edit We had a really bad experience buying a fridge at Hugos. I wanted to support local businesses, but the installation was terrible. They damaged the fridge door upon installing it, which I get, accidents happen. Then, they had to order a new door from the manufacture that would take "6-8 weeks". I had to keep calling to insure we would get new door because no one communicated with us. Then, they came and installed the door and broke one of the shelves on the door. They said I could call back and they would order me another one but at this point, I was pretty done with calling the store. The door the fridge still isn't level and slams against the wall every time we open it. I wouldn't shop there again - big box stores, here I come. read more

My refrigerator died recently- 90 degrees out and of course I had to work. the staff at Hugo's went above and beyond to help me out. Al the 3rd was so friendly and helpful. They quickly got a new refrigerator to my home. I will always use Hugo's for any further appliance purchases and will recommend them highly to anyone else. read more

My electric stove top cracked and we needed a nice new stove ASAP. I called Hugo's Melrose Appliance to see if they could accommodate what I needed. I spoke with the owner, Al, who went over what I needed and assured me he would have the stove I needed ready, delivered and installed within three days. The stove was delivered and his two delivery guys were awesome!!! Got it done in no time at all, cleaned up after themselves and also took my stove with them (of course I tipped them for their help). Start to finish, from the owner Al, to the delivery guys, everything went smoothly and also got a brand new Amana stove for $150 less than what it would've cost me from one of the big box retailers!! Thanks for your help!!! read more

I can't say enough about the wonderful experience I had with Hugo's. I was desperate to replace a refrigerator that died. I had no idea that I should expect there to be availability problems due to COVID-19. All the big box stores had nothing in stock until October. A friend recommended Hugo's (thank goodness!) The salesman I spoke to Robert was fantastic. I bought it sight unseen and it is perfect. I called on Friday afternoon and it was delivered the next day and they were even early. The delivery person Joe and his crew was very courteous and careful of my furniture, moving it to make sure nothing got damaged. Thanks Hugo's. read more

I never leave reviews but I feel I have to this time! For years my father always went to Hugo's for major appliances. I went as well but did not purchase anything there for many years until a month ago. Spoke to Al the third. Beware, he is an aggressive, pushy, rude salesperson, nothing more. Very arrogant! I ended up buying the appliance only because I needed it right away. I wish I didn't. It was delivered, hooked up, and soon after, I discovered water leaking all over my floor. I also spoke to Al Sr. over the phone and told him how aggressive his son was. He was just as arrogant. Bottom line, shop around first. Don't expect customer service at this place from any of the Al's working there! They assume they are the only place around that sells appliances! read more

Just bought a dehumidifier from Hugo's ! Went with what AL jr suggested 24 hours later had to returned it because it leaked all over my rug. Al senior say that what happens when you buy junk..REALLY!! Thanks for the customer service and the big ugly stain on my rug read more

Have always had good experiences here. Latest fridge purchase, Al (III) was super helpful and even came back after delivery to ensure a loose water line was all set. read more

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? read more

Hugo's is great. We always price checks at Lowe's and Home Depot, but the service, price, and insanely fast delivery from Hugo's reigns supreme. read more

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. read more

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 read more

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. read more

I can't say enough about Hugo's. My parents have been buying all their appliances from Hugo's for 30 years, and I understand why. We recently did a kitchen reno and needed all new appliances. Al and his team went above and beyond to get us everything we need and provided us with very helpful recommendations. They even recommended appliances that cost less than what we were looking at, which shows that they care more about customer service than making a profit. They were also very helpful with delivery and helped us when there was a dent in our dishwasher. They provide top-notch customer service that you can't get from the big box stores. read more

They were awful, they showed up late then scratched our floors and were super rude to my mom who was pissed due to the scratches and dents. most unprofessional business I have ever had an experience with. if you guys read these, fuck you, y'all are mad scummy. read more

Went yesterday to buy a new dryer. Very easy process and very friendly. Dryer was delivered today and the guys who delivered it were amazing! I will not buy from anywhere else from now on. Support small local businesses!! read more