Horrible experience. We were service when we walked in as the store in Canandaigua is practically empty and looks run down.
We ordered 2 expensive, Italian wall ovens in Oct of 2021 (we have a 24" space, and not many 24" option are out there). Two months later we still did not have an expected arrival date, and the store was horrible about getting information to us. While the sales guy was respectful when speaking to my husband, he was rude and spoke down to me on the phone. Finally we were told, "After December 12". We called on 12/13/21 to ask what the update was - nothing. Finally in February we were told they would arrive in the store in early March. They both arrived in later March and were set for install on 4/18. The units were dropped off by one crew, then the installer arrived almost an hour late. I had clarified on the phone that the arrival time was 10-10:30 as we had an electrician who would be here to make sure all was set with electric for hook up (we were unable to get that information ahead of time from the store). Upon arrival the installer, Jason, says, "I'm here to maybe install some ovens". MAYBE? It went down hill from there.
In October we told the salesman, Joe, that we had a 1985 Thermadore double unit that was one piece in the space right now. We had all the measurements. We went in with a printout from the internet of the units we wanted. We asked the salesman questions about stacking them, install, size etc. He was looking up the information as we spoke to him. He knew what we had. The company never offered to send someone out to make sure the ovens would work in the space. First problem - Jason the installer could not remove the current oven by himself. Then we needed a shelf for the second unit to sit on. As we told them they would be removing and disposing of a 1 piece unit, I am not sure how they thought we would be ready with a shelf for the top unit. Then they didn't have the right part with them to wire it and were just going to cancel and come back another day - a phone call to the store at least got us to the point where they would get the part, but then they realized that they would need to put in pieces of wood on each side to screw into in order to install the bottom unit -but they don't do that. I have never met an installer who didn't come ready to deal with some of the common issues that arise with an install. In speaking with the store I asked for call backs that I was told I would receive and did not receive. The installer was rude. Didn't want to deal with the situation - just wanted to cancel and move on. I took the whole day off to be home to deal with this, clearly my time was not valuable. We are currently working on getting our install money back. In talking with Joe, the sales guy, about our frustrations, he just laughed. He was clear he didn't care if we wrote a bad review. This business is unprofessional, unprepared and rude. (And if they reply I am sure they will blame the customer, as that seems to be there MO. If they reply that the install didn't happen because the electric wasn't ready, that is a lie. We had it so they bottom unit could be installed, but there were lacking a part, and then could not adjust for the width of the opening being slightly larger than the new unit). read more
