What To Do When Your Appliance Purchase Goes Horribly Wrong (From a Retailer Who’s Seen It All)

You’ve probably read the horror stories of buying appliances on Google and Yelp.

It’s not limited to just purchasing, but also delivery, installation, and service, too.

Here's a real review of a popular online retailer:

🗨️ Retailer Review:

“Worst customer service they came to deliver and install a oven they couldn’t install it because there delivery guy did not know how to install they took the oven back and charged 30 percent restocking fee they are thieves stay away from them.”

It makes you wonder why anyone would even attempt a home renovation.

In this article, you’ll learn how to avoid these nightmares and what to do when you find yourself in one.

As a bonus, I’ll give you an inside perspective at how we handle issues and even share a few of our less-than-positive 1-star reviews.

Let’s dive in.

📌Skip Ahead

• My Friend Buys a Dryer
• Shopping for an Appliance
• Post Purchase Appliance Problems
• What Happened After Thumbs Down
• How We Handle Negative Reviews
• Final Takeaways

Looking for answers about Appliances?

Short on time? Download our free Appliance Buying Guide.

My Friend Buys a Dryer

I used to play racquetball at the Boston Athletic Club (the BAC) in Southie (that’s South Boston).

Anyway, I still meet up with some of my old friends for breakfast. We’re all old and injured now, so meals are a better option.

The day before, my friend had apparently bought a dryer from us.

He seemed pleased that he could track the truck to his house.

The delivery was on time, so he was able to join us.

We were about five minutes into breakfast when his phone buzzed.

It was a survey from Yale, asking how you’d rate the delivery - either a thumbs up or a thumbs down.

He showed it to me like it was my first time seeing it.

I told him:

“Give them a thumbs down.”

He stared at me, confused.

“Don’t worry, nobody will be fired,” I promised.

So, he did, with some protest. There was silence among the three of us.

I just wanted to make sure what was supposed to happen - namely, our response to a negative review - actually happened.

You’ll find out later in the article whether it did or not.

Shopping for an Appliance

I wrote an article comparing box stores, local stores, and online-only retailers.

Hopefully, you’re looking at reviews for each store.

They’ll give you an idea of how you’ll be treated throughout the process, including delivery, installation, and possibly service.

For a full kitchen, you want to feel comfortable with both the store and the salesperson, because you’ll have plenty of interaction.

You’ll need specifications on what you bought, delivery coordination, and help with any changes to your order.

Normally, that’s the main issue.

But these aren’t normal times.

Tariffs and Store Closings

The cost of running an appliance store has increased exponentially since 2020, with added expenses for labor, insurance, and especially warehousing.

In Boston, the price of warehousing tripled from 2013 to 2023.

In 2024, 100 appliance stores closed their doors for good - including Conn’s, one of the largest chains in the country.

So be careful.

💡Pro Tip: Don’t pay by cash or check. Use a credit card so you have some leverage if a store closes.

What to do When Your Appliance Purchase Goes Horribly Wrong

Let’s say things don’t go as planned.

Maybe the delivery’s late. Maybe the appliance is damaged, doesn’t fit, or doesn’t work.

It’s more common than you’d think, and how you handle it can make or break the experience.

Here’s what to do before, during, and after delivery to protect yourself, your home, and your wallet.

Delivery Issues

We’ll start with delivery.

It sounds simple enough, but these days, it’s where most of the problems happen.

A lack of skilled labor has turned delivery into one of the biggest issues in the entire buying process.

The good news? You can avoid most of the common mistakes if you know what to watch for.

Here are a few quick ways to protect yourself before, during, and right after delivery:

First Things First: Quick Delivery Fixes

• Pay by credit card. You can cancel the charge if they don’t deliver.
• Get everything in writing. I mean everything. There are often extra charges beyond the “free” delivery—like fees for removals and stairs.
• NEVER sign for anything without a thorough inspection. This includes both the product and your home. They’ll deny your claim otherwise.
• Ensure the product works before the team leaves, especially washers and dishwashers. You don’t want a flood on your hands.
• Note any damage on the delivery slip and call the store while the delivery team is still at your home.

These may seem obvious, but they’re the most common mistakes people make,  and the easiest to avoid.

Now let's break down how to handle a bad appliance experience.

Understand Your Space

We send a delivery supervisor to inspect the space before delivery.

In Boston, with older brownstones and irregular staircases, we have to check hallways, landings, and other tight spots to make sure a new refrigerator will actually fit.

You should do the same:

• Measure every doorway, hallway, and landing before delivery.
• Make sure your new appliance will fit.

💡Pro Tip: The two most commonly refused appliances due to size issues are refrigerators and, second, washers. That “small” washer is likely deeper and wider than your old one.

Take Pictures of Your Space

We record videos before and after every delivery to ensure we didn’t cause any damage.

You should do the same:

• Take clear photos or videos of the space before and after delivery.
• This is your evidence if any damage occurs.

I’ll show you exactly what to do if that happens shortly.

So, you know your space. Now let’s look at the almost Byzantine process.

Understand the Costs of Appliance Delivery

Delivery runs the gamut - from free to, well, somewhat free, as you will find out.

Then there are the more complicated deliveries: multiple pieces, removals, and basic connections.

The full price is rarely disclosed on most websites, so you’ll likely be hit with extra delivery fees.

It can feel a lot like extortion. You need your appliances, and they won’t deliver without payment - so you end up giving in.

Unless you read this:

Who doesn't like free delivery?

I would question the competency of the delivery team, especially with heavier appliances.

But you don’t have to worry about “free delivery” promises.

Although it’s often advertised as free, it never actually is.

In this case, removals are $50 apiece at each of the box stores, whereas they’re included in the delivery fee at Yale.

As a side note, we recycle everything at Yale - from old appliances to boxes and cardboard.

Here are some additional questions to think about before arranging your appliance delivery:

Does Your Appliance Delivery Include Basic Installation?

By basic, I mean refrigerators, electric stoves, washers, and electric dryers.

Most companies charge around $17 per piece.

Dishwashers, wall ovens, cooktops, and gas stoves involve more complex installations and come at an additional cost.

Does Delivery Include Stairs?

I know I shouldn’t even have to talk about stairs, but many dealers, especially online ones, charge by the floor.

To be completely transparent, we charge after the second floor, since it requires extra time and effort.

There are a ton of other hidden fees, but those are the main ones to watch out for.

You can download our delivery checklist to better understand this complicated process.

Remember: A salesperson’s “yes” is not enough. You need all promises in writing, listed clearly on your receipt, to avoid any misunderstandings at the time of delivery.

🔍Read More: What You Should Expect From an Appliance Delivery

Delivery Time

Now that you know the costs, how long will appliance delivery take? More importantly, how long will you have to wait for it?

If you don’t work from home, time is a factor.

You could end up waiting two hours, four hours, half a day, or even an entire day - depending on the store’s policies.

A few companies, like ours, let you track the truck within 30 minutes.

We always call ahead, so your waiting time is minimal - as it should be.

You should only need to be present for the delivery itself, not stuck waiting around all day.

The Worst Delivery Mistake

Never EVER sign for any appliance without a thorough inspection.

Many companies won’t allow you to dispute damage after the fact.

That’s right.

You’ll still own a smashed-in appliance if you sign off on it as “okay.”

Your contractor might say it’s easier to template, but damage often happens afterwards, especially with hoods.

Inspect your appliances thoroughly before signing anything. And don’t feel pressured to rush through it.

💡Pro Tip: Never leave appliances in the garage.

Non-Working Appliances

I was at Sub-Zero on a tour years ago, and I started daydreaming.

I respect the brand, but there’s only so much love I can muster for a refrigerator.

The trainer turned to me and said:

“In the 30 years you’ve been at Yale, have you ever had a non-working Sub-Zero out of the box?”

Staggered out of the ballgame I was winning in my head, I thought about it.

I couldn’t remember hearing that complaint.

A non-working Sub-Zero? That’s a complaint I would hear.

The trainer restarted his monologue…

Back to the ballgame.

Despite the industry’s many failings, appliances do typically work out of the box.

When they don’t, check the electrical system, gas lines, and fuses first. For dryers, check the venting to see if it’s clogged.

💡Pro Tip: Have service inspect the setup before swapping out the appliance . You’ll likely run into the same issue with the next product if the root cause isn’t addressed.

Product Damage

I was at my friend’s house in California 20 years ago. Turns out, they had a refrigerator delivered. Amazing coincidence.

The refrigerator was damaged on the side, so they asked me what I thought.

I looked at it, and the damage wouldn’t affect the operation of the refrigerator. The cabinet would cover it, so I told them to keep it and ask for a 10% discount.

They didn’t, of course.

Naturally.

I think they made a mistake, but they (you) have to be comfortable with that decision.

Just make sure the damage doesn’t affect the operation of the appliance, and that you can live with the imperfection.

Cosmetic Damage

Let me give you a scenario.

We delivered a Café range to a customer who refused it due to slight blemishes on the handle.

We then redelivered another Café range. That one was refused too, due to different imperfections, still on the handle.

These matched similar imperfections on the display units.

What happens now?

At a certain point, slight imperfections are part of the product. Just check it against a display to be sure.

Now, let’s talk about property damage during and after delivery.

Addressing Property Damage

Floor Damage

If the drivers damage your property, you need to call while they’re still there.

Read that sentence again.

I’m not trying to be patronizing, but you will be told any number of things so they can avoid responsibility.

Here's what to do if there is any property damage:

• Take pictures.
• Sign the slip with a report of the damage.
• You’ll be glad if you take a video beforehand. It can help with your insurance claim.
• Hire a contractor and get an estimate.
• Document all your correspondence.
• Request a return receipt and keep it handy.

Water Damage

All our deliveries of washers, refrigerators, and dishwashers include leak detection paper.

After 24 hours, if there’s no sign of moisture, you can remove it. (Wax or parchment paper also works. Slide it under the appliance and check for moisture).

However, basements can flood if washers are installed improperly.

Slow leaks from any appliance are an even bigger problem because you won’t notice until it’s too late.

Take photos of the installation before you begin any cleanup.

Then:

• Get a repair estimate.
• Start the cleanup quickly before mold develops.

When I lived in Jamaica Plain, my upstairs neighbor flooded my unit twice before I finally moved out. The smell of mold was almost palpable.

Insurance

All these companies will tell you to put it on your homeowner’s insurance.

However, you can expect your rates to increase - or even be subject to cancellation.

If the fault is theirs, make them pay for the cost of replacing or repairing any damaged items or property.

Installation Issues and Prevention

Take a look at this Thermador integrated refrigerator:

• Six panels have to be cut perfectly.
• The cabinet must be squared.
• The floor must be leveled.

This installation will require a minimum of four hours for a tradesperson who hasn’t installed one before.

Challenging installations like this are one of the main reasons contractors are pushing back on appliance stores and cabinet shops.

We now have 18 teams dedicated solely to installations.

So you need to figure out who will install your appliance, and whether they’re actually qualified to do it.

You can start by checking reviews (we’ll cover this more in a bit). Most reviews focus on the purchase and final delivery.

To find feedback about installation, try searching specifically for that keyword.

Get an Estimate

Find competent people first, then ask for an estimate for the hookup and removal of your existing appliances.

FaceTime your store, or have them send an installer before your delivery.

Dishwashers, wall ovens, cooktops, and built-in refrigerators all come with additional installation costs.

They require more skill than your average delivery team.

Wall ovens, cooktops, and built-ins are especially tricky to price.

Costs can vary based on where you live and how much electrical or cabinetry work is needed, especially when replacing old appliances.

For example:

• A wall oven may require cutting the cabinet or building it back up.
• You’ll also need to make sure your electrical setup meets the new requirements.
• Wall oven installations typically cost about $450, with cabinet modifications averaging an additional $200.

For cooktops, it’s almost never an exact fit between the old and the new. You’ll need someone who can cut your countertop properly.

By the way, do they have the right saw for marble or granite? Cooktop installations usually cost around $350.

Service

Service is a problem for any industry.

Pick one: electrician, plumber, mason, framer - service delays are common across the industry.

I had a problem with my gas fireplace in November. The only available service appointment was January 10, over seven weeks away.

The cost was $350 just to walk into my home, plus parts, plus labor.

That fireplace was the main source of heat on my first floor, so I ended up repairing it somewhat myself.

You have much less flexibility when it comes to service than with any other part of the process.

This review of the same prominent store shows the perils of service disconnected from sales. (Not one of ours, by the way.)

🗨️Retailer Review

“I purchased appliances with the additional 5 year warranty from xxxxxx in 2021. The over the range microwave handle broke last year and I was told by the warranty company, New Leaf, that the handle is cosmetic and not covered. Last month the handle totally broke off. The microwave won’t open without the handle, rendering the appliance unusable. The warranty company continued to state that the handle is cosmetic and not covered. The microwave door has to be taken apart to fix the handle. "

Check Stores with Service

Yale Appliance Service Team

I’m not saying you have to buy from Yale. There are plenty of good dealers in Massachusetts that offer service.

But when you buy from a store that services what they sell, you have more leverage.

Manufacturer warranties of five to seven years on some brands are more likely to be honored at these stores without hefty labor charges.

Check Reviews

Repair services range dramatically in both cost and competence.

We use a Blue Book of average repair costs in New England and price by the job, including parts and labor.

Then we warranty that part for five years.

Many service agents price by time and charge separately for the part, which makes things tricky.

Having done both, I prefer our method.

You pay only for a completed service call, and our technicians don’t feel rushed.

1-Star Reviews After Service: What to Watch For

We have a 4.9 out of 5-star rating on Google with about 10,000 reviews, a 4.2 out of 5 on Yelp, and an A+ rating with the Better Business Bureau.

I refuse to pay for ratings, by the way.

Many reseller sites gloss over the negatives to present a falsely positive image.

But we’re not perfect.

Yale Bad Reviews

Here’s an example of a review that still bothers me because she was right:

🗨️Customer Review:

“I purchased a washer and dryer in 2/24. Resulting from faulty installation by Yale Appliance, some of my clothes and bedding were ruined and my kitchen flooring and hallway are water damaged.

A few months after installation I realized that the installers hooked up the hoses incorrectly. As such, some of my clothes shrunk and were discolored. Yale reimbursed me for the damaged clothes and came back to switch the hoses. Recently I noticed that some of my kitchen tiles and wood flooring outside of the kitchen was buckling. I had someone come out to investigate and it turned out that there was water coming out from one of the hoses, which likely occurred when they came back to correct the hot/cold hoses.”

🛠️Our Response:

“Hi Andrea,

We apologize for the inconvenience you’ve experienced and are committed to resolving this matter with our insurance.

No question. This should have been handled better.

Tim Willis

Service Manager”

We were in someone’s home and made an awful mistake.

Now we have to fix it. It’s that simple.

What matters is what happens when companies do make mistakes. What is the response? Is there a response?

Because we all make them.

Reviews You Can (Mostly) Disregard

Here’s another 1-star review:

🗨️Customer Review

"As unethical as they come. Do not purchase anything from them. If it has issues, they will not honor the warranty. Nobody here cares one bit about customer satisfaction or retention."

I responded to this one. I was that mad, and I couldn’t find any data about a Par M.

Not honoring warranties?

You’ll have to give us an example, because we logged over 37,000 service calls in 2023, 33,000 in 2024, and we’re on track to do over 40,000 this year.

My Response: My direct number is 617-822-6150

(By the way, that’s still my direct line).

Then I looked at Par’s profile:

Par has written 73 one-star reviews out of 75 shopping experiences. They didn’t call me back or respond to any other merchants either.

There’s not much I can do about that.

What Happened After My Friend Gave a Thumbs Down

Remember my friend from earlier, the one who gave our delivery a thumbs down?

We sat eating breakfast in silence. My friends were still shocked.

I looked at the clock.

A thumbs down on delivery activates a fire drill in the company - ten managers have ten minutes or less to respond.

At seven minutes and twenty-two seconds, Michael Saraf, one of our delivery managers, called.

Is that extreme? Absolutely not.

We do that for a reason. If a washer is leaking or a gas stove has issues, it gives our team time to go back quickly.

We can fix the problem before it becomes a really bad problem.

How We Look at Negative Reviews

First, we respond to every negative review on every known platform.

The process starts with privately contacting the customer using the information we have on file. If that’s not available, we’ll reach out on the platform itself.

If it’s our fault, we own it and offer a fair solution.

For product issues that are slightly out of warranty, we’ll involve the manufacturer to help make it right.

Where it gets murky is when we’re asked to fix someone else’s mistake - because then, we own the liability.

One of my best friends is a developer. We gave him a quote of $199 to install his built-in refrigerators at his tower in Boston.

He went with a cheaper company who evidently mishandled the installation.

Later, he was furious when we quoted $500 to reinstall them.

Because we had to:

• Remove the panels (break it, we buy it)
• Reinstall the water lines (with the risk of leaks)
• Carefully reinstall each unit without damaging the floors, cabinets, or the refrigerators themselves

We ended up reinstalling every refrigerator - painfully, due to the preexisting issues, but without further incident.

We’re still friends, by the way.

Final Takeaways

As you read through this article, you should have one key realization: you need to be part of the process.

Every contractor and subcontractor should be vetted through reputable sites. You should measure before delivery and take pictures before delivery.

Understand how installation works, who is doing it, and how service pricing is structured.

Look at reviews specifically for after-service issues, and how they were resolved. Yes, you’ll spend a few hours upfront. I don’t make light of that.

But it’s far less time than what you’ll spend dealing with avoidable problems later.

Additional Resources

Want more information on the worst renovation mistakes to avoid? Get The Book of Bad Renovations to learn how to avoid a renovation failure. Well over 1 million people have read and trusted a Yale Guide.

Related Articles:

• 11 Kitchen Renovation Mistakes to Avoid
• Appliances to Avoid and the Buying Traps That Waste Your Money
• The Problem of Appliance Deliveries and Why You’ll End Up Paying More Than Expected