April 11th, 2025 | 11 min. read
Learn how to find the perfect kitchen products with our Appliance Buying Guide
Did you know over 100 appliance stores shut down last year?
That’s because appliance shopping is more complex than ever.
Bad customer service, delivery nightmares, and misleading pricing can make or break your experience.
Reviews for appliances and appliance stores are the lowest compared to any other industry like automotive, apparel, electronics, and restaurants.
In this article, I’ll show you where not to shop and why.
Then, I’ll share some of the best local and national appliance stores that actually prioritize service and support.
To help you shop smarter, I’ll also break down what you really need from a great appliance store:
- Showroom Displays: Can you see and touch the products before buying? Is that even important?
- Delivery Expertise: Will they bring it inside and install it properly?
- Installation Support: Can they handle complex setups?
- After-Sales Support: Can you actually reach someone if there’s an issue?
- Reviews: Are customers happy, or are they sharing horror stories?
Your Key Takeaway: Always check reviews - whether it’s a local store, big-box chain, or online retailer - before buying any appliance.
Let’s dive in.
Where to Buy Appliances in 2025?
There are three main places people buy appliances today: local appliance stores, big-box retailers, and online-only dealers.
Each has its strengths and weak spots, and depending on your needs, one might be a much better fit than the others.
Here’s what you need to know about each option before making your decision.
Local Appliance Stores
Pros of Shopping at Your Local Appliances Store
Better Customer Service
I will name some places you should shop in New England at the end of the article.
Most of these stores have a long history, spanning over 50 years.
Their salespeople have been working there for decades. When you visit these stores, you can expect to receive answers to most questions.
However, 100 of these local stores closed nationwide in 2024.
Two years ago, a local store, Boston Appliance, closed after 70 years in business, taking millions of deposits. So, be extremely careful.
Delivery
Because they are local, a damaged refrigerator or wrong stove can be redelivered the next day.
The supply chain of delivering to your home is shorter, so they can react to issues quicker and deliver within 48 hours.
Additionally, delivery is a problem in areas like Boston with tight spaces, so having a company familiar with the area is a plus.
Product Service
Most local appliance dealers have in-house service.
That does matter - more than you might think.
We handled over 33,000 service calls last year. In fact, we made more service stops than deliveries.
And with most appliances needing service within five years, you’ll want competent support when it counts.
Installation
Many local appliance dealers have installation departments, but most still rely on third parties to coordinate the work.
Contractors typically avoid complicated installs like built-in refrigerators, pro ranges, or appliances with custom cabinet panels (also known as panel-ready appliances).
Between contractors, cabinet shops, and appliance stores, install jobs get passed around like hot potatoes.
Therefore, your local dealer still has the best chance of coordinating the installation and getting it done right.
Highest Rated
Then again, an average of 3.5 stars is nothing to be excited about in any other industry.
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Cons of Shopping at Your Local Appliances Store
Limited Brands
At Yale, we are the guiltiest of having limited brands. Our rationale is to carry only the best brands.
Plus, we have to service what we sell, so we cannot support a ton of brands.
However, local appliance dealers are not a good choice if you’re looking for a specific brand.
Dated Thinking
When you think of appliance stores, you think of rows of basic appliances.
You aren't wrong.
The main problem with local appliance stores is their failure to attract new shoppers and staff members.
Then again, nobody dreams of being an appliance salesperson.
In an age of better benefits, working conditions, and progressive management, you won't find any of that in most local appliance stores.
It's like time froze in 1987 for most places.
Consequently, they tend to be depressing places to shop. Not all but most.
Bad Technology
Many people don't want the full showroom experience and would rather chat online. Appliance stores are the worst of your options for technology, by far.
Box Stores
Pros of Shopping at a Box Store
Great Online Experiences
I remember listening to the Home Depot Chief Marketing Officer a few years ago.
Even back then, they were so far ahead in using and leveraging technology.
With the advent of AI (Artificial Intelligence) and AR (Augmented Reality), they will be even better.
Box stores make up 64% of total appliance purchases in the US, and that number is still growing.
Local Warehouses
Home Depot, as an example, is not one huge central place. They operate 900 warehouses in the US.
Local warehousing means deliveries are scheduled more easily and problems are solved faster - in theory.
Box stores have a selection similar to online stores and a bit of delivery flexibility like local appliance stores.
Exciting Stores
I love walking into these places for plants and other odds and ends. There is so much to see and test out.
I almost want to buy paint just to see them shake it up.
Solid Financially
Even when their stock is tanking, Home Depot, Lowe’s, and Best Buy are not going out of business anytime soon.
Cons of Appliance Shopping at a Box Store
Limited Sales and Product Expertise
These stores are now set up primarily for self-service. You pick what you want and then check yourself out.
It’s also rare to find a salesperson with deep product knowledge. Most don’t have the same level of expertise you’d find at a well-run local appliance store.
After-Sales Support
A home center is not a place to store your order, answer your phone calls about specifications, and schedule multiple deliveries.
No Niche Products
You won't find luxury brands like Sub-Zero, True, or Gaggenau in these stores because the manufacturers can't handle the volume of 3,000 box stores.
Also, they need skilled salespeople to sell these products and competent people to deliver.
Delivery
Delivery is third party so it's not as seamless. The delivery charges can vary wildly.
A common delivery up a few flights of stairs, with removal, and basic hook-up can cost considerably more than advertised.
Online Appliance Retailers
OK, online retail for appliances is consistently your worst option.
Yes, we sell online. But we’re smart enough to follow up on every order to confirm the product and delivery details.
Why?
Because buying appliances online is not like shopping for shirts - there are just too many variables.
So many, in fact, that we will not sell out of our market area, despite the vast revenue potential.
Now, take all those logistical variables and try delivering out of your area without actively owning or managing each step of the process.
It turns into a nightmare.
Your nightmare, if you order from one.
Am I being harsh? Maybe.
Check out the reviews from any legitimate consumer, not seller platforms like Google, Better Business Bureau, or Yelp.
Still, I said something nice about the others, so... I’ll fake it here, too.
Pros of Shopping at an Online Appliance Retailer
Websites
Online dealers are the best place to research your choices because they have the best websites.
AJ Madison, Plessers, and US Appliances have great websites, comparison tools, and tons of brands.
Brands
One site has 150 different brands. I didn't know there were 150 appliance brands.
So, if you are looking for an Italian or Chinese brand of appliances, those sites will probably have them available.
You can compare many different brands on one site.
Free Delivery
All offer free delivery, if you want curbside delivery. Anything else… you are on your own.
Cons of Shopping at an Online Appliance Retailer
Delivery & Damage
Most of these dealers are in New York.
If you are buying outside their area, your appliances will be on a truck and in warehouses for longer periods.
The possibility of damage is much higher over the longer haul. Make that exponentially higher.
After the free curbside delivery, delivery in your home becomes much more expensive, especially for installation and removal.
Check the rates before you buy.
Returns
Returns are an onerous procedure if you buy from an online retailer.
In fairness to them, the reverse logistics of returning an item from your home to New York is expensive.
Lowest Rated
The problem with having so many brands is the inventory. They probably have to order from some distant factory – and they usually do.
Support after the fact is also a problem.
Then again, how can they help you when they are so far away?
In short, delivery, installation, returns, and inventory problems are where things fall apart.
Once you’ve clicked through their site and placed the order, you’re on your own.
Completely.
Comparing Different Types of Appliance Stores
Box Stores vs. Online Stores vs. Local Appliance Stores: Prices
You would think there is a huge price disparity, but there usually isn’t.
Box stores have more buying power, but local dealers have just as much leverage through their buying groups.
Most retailers follow manufacturers' suggested prices anyway, because it's enforced on the web.
Plus, offering anything less is challenging in a margin-poor industry like appliances.
You can find better deals on installation. The price of installation varies greatly on just about every appliance.
Box Stores vs. Online Stores vs. Local Appliance Stores: Extended Warranties
An extended warranty on a French door refrigerator is a smart move because the ice maker usually leaks after the first year.
However, all online dealers, box stores, and most local stores don't employ a single technician. So, don’t count on them to service your products.
That said, box stores will eventually find someone to service or replace the appliance.
Overall, local stores with good service departments are your best bet.
Of course, you can also buy an extended warranty from a competent service-only company.
The Rest of Your Appliance Buying Options
Manufacturers Direct
Most companies have their own online stores. However, you don't have a large selection.
The Achilles' heel of manufacturers is the whole delivery, installation, and service aspect.
Still, they are a good place to check out.
Amazon
Most appliances sold through Amazon are third-party appliance stores, so it's like an online store on a better platform.
At the same time, I believe Amazon will one day enter the appliance business directly.
They will have to learn to deliver appliances to their exacting standards.
Hopefully, after I retire.
What You Need from an Appliance Store
Buying appliances is a broad concept when you think about it.
Buying a washer and picking it up is relatively easy. Buying a refrigerator and having it delivered is harder.
Completely renovating a kitchen, which involves buying appliances, arranging the delivery, and installation, is the hardest.
In fact, delivery and installation complicate every purchase and appliance store choice.
Step one is determining what you need from your appliance store.
Showroom Displays
You should visit a showroom to see larger appliances, like professional ranges or any type of unique finishes, in person.
In addition, visiting a showroom can help you determine if an appliance will fit in a tighter space.
Washers, dryers, and dishwashers can be purchased online.
Then again, you will only know if that odd dish will fit by bringing it into the store and checking beforehand.
💡Pro Tip: Many appliance stores will offer a site check with a delivery person.
Delivery Expertise
Delivering a dishwasher is simple.
An 800-pound Sub-Zero refrigerator is much more difficult.
Refrigerators, in general, are harder, especially when removing an existing one.
You need a qualified delivery team.
Installation
Installing a washer is easy. Then again, if installed wrong, water damage will be a big problem.
My upstairs neighbor flooded my lower unit three times two years ago.
Installing a dishwasher is tougher.
Installing cooktops, rangetops, and wall ovens can be challenging as it involves cutting holes in your cabinets and countertops.
You need a qualified installer to ensure the job is done properly.
In Massachusetts, a plumber is required to install gas appliances.
Among the various gas appliances, replacing a gas cooktop is considered the most challenging to manage despite being a relatively straightforward process.
What is the hardest appliance to install?
A built-in refrigerator with a custom cabinet panel (ask any builder), especially the new ones with multiple drawers.
Why?
The cabinet has to be sized correctly and the floor must be level. Then each panel must be cut exactly.
All of which never happens.
After-Sales Support
After purchasing a washer or dishwasher, you may not require after-sales support.
However, you will most likely need tons of support after purchasing a full set of kitchen appliances.
Your designer and contractor will call for specifications and delivery coordination at least four times.
💡Pro Tip: Call those stores to see how long it takes before you get to a live person. You will need to speak to that person multiple times.
🤖 Bonus Tip: When you visit the website and start a live chat conversation, is there a person chatting with you or a bot? I love clicking to chat and bypassing bureaucracy, but only if I am not met by a chatbot with the same menu choices.
Returns
Returns are not as pervasive in appliances as they are in other industries.
But what happens if a product doesn't fit in your laundry room or kitchen?
- Box stores are usually better, but they have firmed up the policies over the years.
- Online dealers are the most difficult, with inflated shipping costs and 30-35% restocking fees.
- Local stores tend to be more forgiving.
We only charge for redeliveries like many stores.
However, some local stores will charge restocking fees of 25%, so read the “not so fine print.”
Service
Service is a short paragraph because 95% of local appliance stores, Online stores, and box stores do not employ a single technician.
Most brands don’t have their own service, so a store with a service department may have to be a default.
Again, determining the level of interaction will be crucial to picking the right store.
The Importance of Reviews
Reviews are critical, and you need to check them.
As an industry, appliance stores have some of the lowest reviews of any sector.
One reason may have been due to the supply chain issues from 2020-2022. Appliance stores had issues beyond their control.
Also, appliance stores are treated more critically than other industries.
For example, you buy a refrigerator.
The store delivers and installs on time, but they get a poor review when it breaks within seven years.
It's like giving your restaurant a bad review about food poisoning seven years later.
However, the industry has not kept up with Amazon. Other industries may also have immediate responses and better customer experiences.
Some appliance stores are better than others, but you have to check the reviews.
How to Check Reviews
Star ratings are important - most of the time.
The Better Business Bureau (BBB) will give almost everyone an A+ rating if they are a member.
We are not members, by the way. What's the point as a business owner if you can buy a rating?
BBB, however, is a valuable tool if you know how to use it. Forget the grades and look at the number of complaints.
You want to see how the store handles angry people.
When checking Google and Yelp reviews, make sure to pay attention to the dates they were written.
When reading reviews, pay attention to any recurring themes or issues. You also want to look at store replies. Sometimes, people are unreasonable.
Other times, stores do fix their issues.
What Is the Best Appliance Store Near You?
It varies based on where you live.
The most important aspect of the process is to check reviews and see what people think about their experiences.
Then, it's a matter of what you need.
For local pick-up of a dishwasher, a box store is fine.
Local stores are probably best for more sophisticated purchases.
Of course, different areas may have better-managed box stores or poorly managed local stores, so always check first.
Please leave any insight or comments below.
Best Local Appliance Stores (in No Particular Order):
- Poirier Appliance (Newton, Norwood): Poirier is a second-generation family-owned business with sales and service from low to high-end. The owner, Michael, is a great guy.
- George Washington TOMA TV and Appliance (Weymouth, Brockton): "There is always a Toma to talk to" has been their motto for over 70 years. Sounds a bit better than saying, "There is always a Sheinkopf to shout at." Anyway, the business started in service and has continued that legacy.
- Doyon's Appliances (Bedford, Gloucester, Reading, North Andover): How many Doyon's are there? Enough for four stores. They are a nice family with a good reputation.
- Crane Appliance: Crane is another family-owned business located in Falmouth and Marthas Vineyard:
- KAM (Hyannis, Hanover, Nantucket): KAM is another family-owned business located in Hyannis, Hanover, and Nantucket.
- National Stores: I don’t get out much, but here are a few I do know
- Dons’ Appliance: Based out of Pittsburgh, they have tons of competent family members in different areas of the business. Remarkable Company
- Fuse: Smart owners who have been in the appliance business for a long time.
- ABT: Chicago store with a great reputation for service, delivery, and installation.
- Grands: Based in the Midwest, another good family business
- Albert Lees: Seattle based, met them at trade shows. They understand customers, especially the trade.
Final Takeaways
Appliance shopping doesn’t have to be a mess. Here’s what really matters:
- Check the reviews. Not just star ratings. Read the actual complaints and how the store responds.
- Local stores = better service. But only if they’re well-run. Don’t assume.
- Box stores = convenience. Great for basics, not so great for complex jobs or real help.
- Online stores = risky. Great websites, but if anything goes wrong… good luck.
- Delivery and installation matter. A cheap price means nothing if your fridge won’t fit or gets dropped.
- Test their support. Call, chat, or email before you buy. If they’re hard to reach now, it won’t get better later.
🔍Bottom line: Pick the store that matches your project. A washer? Easy. A full kitchen reno? Choose carefully. A little research now saves you a ton of frustration later.
Additional Resources
Download the Yale Appliance Buying Guide covering all topics of appliances. Over 1.5 million people have read a Yale Guide.
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A Note About Pricing
Pricing on this blog is for reference only and may include time sensitive rebates. We make every attempt to provide accurate pricing at time of publishing. Please call the stores for most accurate price.
