It's easy to see why they only rate 2 stars or less. They don't answer their phones. They don't return phone calls when a message is left. I dropped off my dishwasher for repair where it sat for one week. I went there to check status. The service guy was working on their display instead of customer repairs. I loaded my dishwasher and left. Even though I have bought products there in the past, never again! read more

I ordered a bosh dish washer and got it installed the same week. The prices were very fair considering that the service is far superior to Lowes or home depot. 10/10 would recommend read more

Tried to get through to them to schedule a repair and they never replied to me. After four days of calling twice per day I found someone else read more

Terrible customer support. Will not call back after service call to complain repair fixed problem for only 30 days

Our Whirlpool refrigerator suddenly stopped working and we urgently needed a new one. We checked the local Home Depot and saw a GE one we liked but no sales employees were working who could answer any questions. Tolson Appliances in Warrenton was a thirty-minute drive but we thought they would have a knowledgeable person who could answer our questions. We were fortunate to meet Daniel who answered all our questions and assured us we could have our new GE refrigerator delivered and installed quickly, have the old one removed, and at the same price as Home Depot. The two-delivery people Carson and Payton, did a great job getting the old refrigerator out and the new one in and connecting the water line to the ice maker Daniel came through for us and we are very pleased with the way everything worked out. We always like to do business with local businesses and Tolson Appliance Center is a great local business that deserves all our support. read more

We just purchased all of our major appliances for our new home through Tolsons. It was a great experience. Daniel was the rep that we worked with, and he helped us all the way through the process, including the Byzantine world of manufacturer rebates. We would recommend them. read more

I had almost given up hope on this business. And then, a miracle! I give it four stars now because it took some doing to connect with Mary in Sales who is five star and she gave me William in Service who is five star plus! Our ice maker had not worked in two years. Mary gave us the options for replacement but I also had William come out to assess the issue for repair and measure for replacement. He gave us clear costs for our options and we chose to attempt repair. A week later, we have ice! William is a gem. read more

The Tolson sales person was disrespectful and sarcastic when we asked basic questions about the appliance we were interested in. They were not helpful, seemed like they could be bothered, and responded unprofessionally despite our interest. The person rudely short answered innocent questions, and interrupted both of us in conversation, multiple times. We wanted to keep our business local to Warrenton, however, the sales person made the decision easy - Tolson lost a sale and the benefit of our endorsement to other homeowners. If the owners are interested to know which sales person it was, we are happy to share. read more

If you're buying something, they are there. If something you bought from them is not working, they are not there. Difficult to reach by phone; they have shut down their service operation; they don't stand behind the products they sell. I would look elsewhere for appliances. read more

In the Fall of 2021 I started the process of a kitchen remodel. I chose Tolson Appliance Center because I could get a designer, order cabinets, counters and appliances all at the same place. I have no issue with the appliances or the help with ordering them. Unfortunately I am very disappointed with the kitchen designer, Jacqueline DeLuca, mainly her recommendations. Jacqueline recommended a contractor named John Bacot. He was someone who she had worked many remodels with. After about 4 months the remodel was done. We had a 1 year warranty on the appliances and the remodel. In the past 8 months we started to notice the floor coming up. In August we called John and left a voice mail explaining we were having trouble with tiles coming up. He texted the tile subcontractor's number. He did not call, come to see the issue or follow up in anyway. We were never able to get in touch with the tile subcontractor. When we reached back out to John, he stated the tile subcontractor had not answered any of his calls in a year. Again he never followed up by coming to see the problem or offer any assistance in helping us. He also shared a number knowing we would not be able to reach the tile subcontractor. John Bacot has truly shown his lack of professionalism and work ethics, let alone integrity. He obviously does not stand by his work or the people he hires to do the work. We do realize the warranty had expired but when you hire subcontractors that do a bad job, at bare minimum you come see the problem. You offer assistance with possible companies that can help. Unfortunately Jacqueline trusts this contractor and we trusted her. Our trust cost us the cost of an entirely new floor and the inconvenience and frustration of more construction. I only hope that no other client is referred John Bacot as their contractor if they choose to go with Tolson Appliance Center for any remodel project. read more

Terrible customer service. I called the day before to see if they had a model on their showroom floor and they indicated they did but when we arrived and looked at the appliance we were told they didn't deliver or install where we lived 50 miles away even though I told the person the day before where I lived. Would never go there again and will be sure I share my experience with folks in my area. read more

bought a replacement in-cabinet microwave from tolson's. their installers could not figure out how to install it properly. Management was not helpful at all. Had to figure it out and get it installed myself. read more

purchased a laundry center. first time used right after delivery dryer broke spit out a piece of plastic. called immediatly. sent the installers back.could not fix. next am went to store to get a replacement unit. said they could not do it. sat broken in my laundry for 5 days. still would not take it back for a replacement. wanted to send a repairman. could not fix had to order parts. told them wanted it gone and replace the defective one. refused. had to pay a 25% restock fee to get them to take it back. all other stores give a 48 hr replacement warranty. their disclaimer on the website covers them...did not think they would be any different than lowes or home depot. buyer beware etc. hope you do not do business with them. i wish i did not. should have checked here first. read more

My husband and I went on a Friday to look and buy a dishwasher. Customer service was excellent from start to finish. We were able to get an install the following Tuesday. Very seamless no issues. Definitely return. I don't want to go to big box stores with multiple delays and hassles read more

The location was easy to find via google maps. This location was the closet authorized Dyson repair shop for me. It was weird, when I dropped off my vacuum the lady at the front desk wasn't very lively or happy to see a customer. She just took the vacuum, gave me a ticket & that was pretty much it because Dyson customer service gives em a heads up. I had a minor fix. They said to come back in a few hours but when the guy who fixed it called he said they could've just called him from the back office & it would've only taken about 10-20 mins. I was a little annoyed by that & explained what I was told. No real apologizes for wasting my gas but at least my vacuum was fixed. The guys who fixed my vacuum was nice & showed me what he fixed. It feels like a family business & they seem to know a lot of the customers that walk in. Would I come back? Probably since they are the closet Dyson repair location. I'm gonna make sure that I get a straight answer on the eta of my fix though. read more

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My Whirlpool Gold refrigerator ice maker stopped working. I told them this on the phone. They charged me $150 to look at it to verify what I told them. They charged me to install it which I understand parts and labor $300 ish). After they left the water flow was no longer working so I thought it was related. They charged me an additional $150 to look at it said it was fine. After they left the water flow was still an issue. When I called they said they would charge me another $200 to come back to fix the water reservoir stating often these two problems occur at the same time. Hmmm that would've been good to know in the previous visit. Umm at this point I could've bought a new fridge? read more

Tolson's has been around forEVER and is a Warrenton icon, so when I needed a new washer and dryer, I went there first. I'd much rather support a locally owned business than a corporate chain like Sears. I walked in, wasn't greated, walked aruond the store by myself for 10 minutes. I could hear the sales staff shooting the breeze, but there was no sign of them. The smell of cigarette smoke was DISGUSTING. Clearly the employee were smoking in the store. Finally one sales employee came out, saw me, said, "hey", and walked outside. That was it! Since no one was interested in selling anything, I left the smelly place and went to Sears. Never again. read more

$$$$. $460 per hour rate. It will take 4-6 weeks to fix your appliance (schedule, order parts etc) and it is a whopping $160 for them to just show up at the door "diagnostic fee." The average is $80. They shotgun attempt to fix the item buy ordering and installing commonly replaced parts. I'd say that the hourly rate is @ $200 per hour for one guy and $260 per hour for the other technician. When the 2 guys show up you are looking at $460 per hour which is on par with a specialty physician. The lady who does the schedule is not very pleasant to deal with. read more

Tolson's took my order over the phone for a Bosch dishwasher, they spent more than 20 minutes hunting down a dishwasher that will fit into my counter because newer houses have larger spaces and most dishwashers are made now to fit larger spaces, they set up a delivery date, installed it without any problems, they arrived at the set time, the dishwasher was not damaged with dents the size of a football or scratches and dings all over it like Home Depot did, twice Home Depot delivered a damaged dishwasher within 2 years apart. Twice I had to cancel and have my order refunded. I will go with Tolson's with my appliances from now on. read more

Tolson's installers stayed till after 9 pm on a Friday to install new equipment. They knew I needed it for the weekend. More importantly, they taught me how to use and maintain the new appliances. Chad came to repair a dishwasher that handed worked properly in years. The last repair person from another company said we needed a new one. Chad showed me what was wrong and fixed it. It runs like new. read more

We just purchased a new refrigerator from Tolsons. Mr. Lexo was very helpful in sorting thru all the bewildering options. Delivery was fast. When the day came, the truck showed up on time (!) and a one-man crew jumped out, lowered the new fridge to the ground, wheeled it to the door, came in and unplugged the water and electrical lines, and removed the old one bing! bang! He then brought the new one in, hooked it up, gave me the 411 on it, loaded up the old one and shazam! was gone, all in less than 30 minutes. I was amazed. James is amazing. No muss, no fuss, very pleasant, all business. No problems. We will definitely do more business with Tolsons as our kitchen ages out. Mickey Campagna Orlean, VA read more

I wouldn't even give this company a 1 star. The office staff does not know anything about appliances or parts, to put it lightly. They tried to bill me for an appliance I paid for six years later and argued that they have no acknowledgement of my payment, yet they failed to ever send me a bill after the initial purchase. The employees are treated with zero respect and the turnover rate is the highest it has ever been in years. Whatever has happened there in the last year has really hurt the business and I would never step foot in that building again or advise anyone to. Go somewhere you won't get robbed and you'll get great service. read more

We've used Tolson multiple times over the past four years since moving into their service area. As other reviews have noted, some operational and management issues arose that affected the quality of their service. However, there has since been a significant overhaul of the management and service functions, including some much needed personnel changes. We needed a service call on our washing machine and opted to give Tolson another chance. It appears the organizational changes have been fruitful as the results were substantially improved. The correct diagnosis was made on the first call, a part was ordered, it arrived in a timely fashion, and the service tech was back promptly to make the installation. The service call fees were reasonable and there was no markup on the ordered part. The washing machine is working perfectly. We're encouraged that this company is back on track. read more

They may not be good, but at least they are slow. After several unpleasant experiences with Tolson, we bought our next round of appliances at Home Depot. HD assured us they used their own contractors. When we did have a service call, who did they dispatch? Our old friends at Tolson. Six weeks later, they arrived to fix it, kind of. read more

Don't waste your time with their service. They are authorized for Dacor however I spent well over two months dealing with their ineptitude. Waste of time and money. On the plus side I learned not to buy my $8000 built-in replacement refrigerator from them! read more

My latest experience makes me want to go to Lowes. The sales team was unhelpful, uninterested in being helpful, and unable to recommend someone to install a product that they intended to sell (and have in their showroom). I'm all about small businesses and supporting local tradesmen... but these guys deserve to whither and go away. Useless. Go on Over to Home Depot or ride on down to Culpepper and visit Lowes to find someone who cares... Lose these guys and their number. They won't notice read more

I bought a Speed Queen washer from Tolson's in March. This is the 3rd time it has been broken and, since I don't live in Warrenton, I have to wait at least a week each time for a service call. I had a repairman scheduled for tomorrow, and just received a call that he's out sick. It seems to me that an appliance store would hire enough employees to service what they sell. This is the last appliance I will buy from this place! read more

During the COVID19 pandemic, my oven quit working. I had a dual fuel stove, so did some research but found limited options. Always a supporter of local businesses, I called Tolson's before the big box stores and was SO GLAD I did. I worked with Church Matthews who helped me with research on what was available and helped me do my own research. When it was narrowed to one choice, he was able to price match. The stove was delivered in less than a week by professional technicians who were very considerate wearing PPE. However, there was an issue with some of the controls, and when I contacted Church three days after installation, his response was to replace the stove rather than try to fix. There was no discussion . . . he just replaced the stove. I recommend them highly and will certainly buy from them again. It is so good to experience that old-fashioned customer service. read more

I had a small fire on my stovetop and burnt my hands. I was recommended Tolson Appliance. I called them and had to keep the phone on speaker phone. I dropped the telephone in my sink and picked up the phone to tell them this. The next thing I know the 2 women, one is named Katheryn, that answered the telephone, kept hanging up on me! This was one of the most unprofessional and rude companies I have dealt with. I can't imagine hiring them to do any repairs. read more

The guys who help fix certain appliances are nice and generally good but the entire process of getting help is a complete headache and aggravation. The women who run the telephone/reception/in-store greeting are grumpy, don't always relay messages and make you feel like they don't want your business (even though i have bought $about $30,000 + in appliances from them). You can find many of the replacement parts they would offer you for half the cost online. i also recently found the same microwave they offered me for 40% less than what they quoted me, bought it and installed it myself (in cabinet unit). Their prices are extremely high for labor and HUGE markup on parts. I have started using TopNotch appliance in the area.Honestly, their whole attitude and the entry point to get service on the thousands of dollars of appliances I bought there is so painful and rude that i have recently turned elsewhere. JB, Karol and Ronnie are pretty nice and good, but getting to them is extremely difficult and unpleasant. read more

I have lived in warrenton Va. since 1956. My family and myself have used Tolson appliance as the go to. Since 1960's up till now. Seven months ago. I bought a new Haier refrigerator 7 months ago. On November 10,2018. The refrigerator stopped cooling. So my daughter and I went to Tolson appliance. Asked if they could have someone to come out to repair it. The customer service person said it would be sometime after Thanksgiving. Which is on the 22nd of November. This was on November 10 and pretty urgent!! We asked them if they had someone for emergencies? They said no. They also threw in if we wanted a delivery that would be after Thanksgiving. Because the delivery truck was broken down. So after every question was answered very badly. The person said to call GE. Well GE said they don't service Haier. So after being let down by a local business I have believed in for decades. I had no choice but to take the lose. Then go to a local competitor and get a new refrigerator I desperately needed. The new owner of Tolson appliance. Has taken a good family business that was built over decades and ruined it! With bad customer service and I don't care attitude. I and family will never ever recommend Tolson appliance again. read more

Easily the worst customer service I have ever experienced. The same part has been replaced 4 different times, with each time taking a minimum of one month before it is fixed. This most recent call for service of the 5th broken part (same part) will take 9 weeks prior to it being fixed. Not only is the service terrible, but they act like you are causing them a hassle by demanding them to sell a quality product. I would warn against using them for almost anything! read more

Tolsons hold themselves to be experts and on top of thier game. They are not. The office staff is a throw back (not in a good way) to the 1950's. I am not sure they have a fax machine? To get thier repair person you need to make an appointment months in advance and when they come they act like you are lucky they graced you with thier presense. They installed all sorts of applances for me and "forgot" to install the majority of the trim on each one! The washing machine died in the first year numerous times. Sorry about the spelling. Go somewhere else where they are professional and dont take advantage of you. read more

This may be premature, but I wanted to comment that my washer, purchased at the local Sears, has a warranty issue that is being serviced by Tolson's. I love that there is a local dealer doing the service. I don't find them fast, but I do find them solid. The repairman shows up when he is supposed to, and if Gene has a cancellation, he offers you the earlier spot. The company lets you know when the part comes in and promptly schedules the service. They tend to give their guys a 4-hour window, which is better than the full day that many services require. So far so good! read more

I needed a part for my dryer. I didn't want to wait the three days it was going to take to arrive ($13 with free shipping) so I went to Tolson Appliance Center. As soon as walked in I felt like I was more bothering them than being a customer. They had the part I needed and I paid the crazy overpriced $54. I should of knew better because a few months before I priced a heating element for my dryer $84 that I ended up ordering online for $20 free shipping. Not sure how this place has been in business so long with the customer service and crazy high prices. Beware!!!!!!! read more

I used to like Tolsons. Purchased our 2nd above range microwave a month ago. They were to install today, after waiting a month and they called this morning to reschedule. Next available install is June 1st! Wait another week for them to cancel again? I want to cancel my order and go to another store. Quotes from other stores are install by Monday. What should I do? Would not recommend for us little jobs, they have no interest in us! read more

The only reason they are getting even 2 stars is because of the man who repaired my appliances, Aaron. Other than the the front office staff was miserable to work with, Kim was absolutely rude and had no idea what was going on! If I need something fixed I would definitely have Aaron come back out again if I could avoid the women in the front all together. read more

This place does not deserve even one star as the initial call to customer service was absolutely and totally unprofessional. I called to try to schedule a an appt for repair of a fridge that is under warranty and not cooling and it was no big deal to them to have me wait for one to two weeks before someone could come out. I was treated with no interest in trying to help a customer. In fact they were rude and talking back and forth like I wasn't even on the phone. I end up hanging up and hopefully will find some other place to do the repair. This is unbelievable the type of non-service companies are providing these days. AWFUL!!! read more

I have tried them several times as I do not want to go through a national call center for a repair. They took my washer, brought me some else's to use-without their permission-for several weeks. Also had them out for other things. The repairman will talk to you till your ears bleed, long after he is finished. Once he offered to look at my ice maker when I mentioned it wasn't working. He reached in, twisted a knob, and said "i'm going to have to charge you an entire fee for that, you know". And it did not fix it. read more

Incompetent. Scheduled an appointment for my Viking range. Had to wait two weeks for the one guy who works on Viking. Appointment range of 1-4 pm, took the day off work, and they no-show. When I call they say they have no record of my appointment. read more