Orville's Appliance
reviews and complaints

Orvilles is a scam! Do not buy here damaged floor during deliver broken appliances no service after spending over 10K

We just had a refrigerator delivered this morning and we were so impressed with the work ethics, manners and helpful information that they gave us. This acknowledges Mike R and Nick R (movers) The ***s

I had a refrigerator ordered that arrived damaged. I refused the order and requested a replacement. The replacement came today - also damaged . Now I will have to wait for another week for the THIRD replacement. What happened to "quality control" and product inspection? More than disappointed.

I ordered an oven on 7/6, was told one to two weeks and had to call them after 2 weeks to inquire status (that was yesterday)...they had no info, I was told I would be called back the next day (today) and had to call them after waiting until 4:30. They claim the manufacturer cancelled the order. I requested a refund but because I used my debit card and entered my pin, they have to issue a paper check which will take 1-2 weeks to be sent to me. I will never shop there again and am spreading the word to friends and family.

HORRIBLE CUSTOMER SERVICE! I spoke with a saleperson, an assistant manager, a manager and a district manager. Not one of them was even willing to offer any compensation for the incompetency of their sales personnel. They do not read what you send them for tax exempt. They ASSUME they know what it says and who it's for and they do not. None of the managers, including the district manager, even cared about the terrible experience we had with them. We will never use them again and any time I hear someone considering them, I will be sure to tell them the customer service is atrocious! Word of mouth can be your best or worst enemy. You should really care a little more about customer satisfaction Orville's.

I purchased an appliance package August 16. The washing machine, stove, and dishwasher were delivered the end of Sept. We have been waiting almost 9 months for the refrigerator that matches the other 2 kitchen appliances. Orville's is unable to do anything for us! Their only solution is EITHER $100 off OR a small warranty package (retails around $179?). The customer service is horrific as I worked my way through the salesman, store manager, and then the supposedly customer service manager Becca. She informed me what she says goes! I didn't realize she was the CEO (I highly doubt and she is definitely on a power trip). I even asked 1 month after the dishwasher and stove were installed to return everything so I could go elsewhere to buy a matching package, which they would not.. At the end of this I'm still waiting with no answers and no help from any employee.

I bought refrigerator 4 weeks ago. I tried to return it after two weeks because it obviously had several problems. Store on Bailey would not take it back. Since then repair company has had to replace parts that were put in backwards at the factory. Still not running properly. Repair company now must come back a fourth time to replace a defective compressor. Called Bailey store again to return this lemon and was told to call ***. I did call and was given no satisfaction. The refrigerator now runs so loud that I hear it in the next room while watching television. I told this to the Bailey store and their goofy answer was that the new refrigerators all run louder than the old ones. I have purchased 6 large appliances from Orville's Bailey store and now that I have a seriously defective one I am given the cold shoulder. I have learned that *** is well aware about this models problems and so Orville's also must know, but when I bought it the salesman said I made an excellent choice. ***.

NOT a great experience... starting with the delivery of a USED Range, after having waited for weeks to get it. They had to come and pick up the USED one they delivered and I had to wait another 2 weeks for a NEW one. They had said the installation was going to be different because the gas lines to the previous stove were hard piped in. Turned out that was not the case and the installation was almost a normal one sans a very small part of the counter that had to be cut. A 30 second job. Now I am trying to get the extra installation fee that i was charged, refunded. I am being told they actually didn't charge me the original fee and so i will only get $10.00 refunded instead of $150.00. I will NEVER step foot in an Orville's Appliance Store again. From the beginning, the laxidasical attitude of the salesperson to the playing with the numbers to the fact that when I asked for a detailed receipt, I was told they didn't have one to today's conversation with the salesperson, a non-caring jerk. DONE with this company.

i purchased an *** dishwasher as a Christmas gift for my daughter and son-in-law ion Nov 16, 2020 and was told there was no guarantee it will be delivered before Christmas but the salesman also the manager of this location said he will do his best. at the end of Nov i contacted the store and told them i wanted to cancel the order for i was able to order it on line and have it delivered in a week somehow they found this model dishwasher and delivered it 2 weeks later from the very first day my daughter used it, it is loud and has a grinding noise i have been given the run around from the company and was told that there is nothing they can do and would have to deal with *** which I called them, they sent service tech who, of course, found nothing wrong. orvilles stated i am obligated to pay for this dishwasher. wrong answer i put this into dispute, filed with the complaintsboard.com and the *** office. still in the process of resolution .. wrote a letter to the CEO David S and going to send another one to the president Mikey R this game is not over i will never ever do business with them again they do not stand behind their products

If I could provide a lower rating I would. I purchased a Samsung refrigerator from Orville's and also bought the extended warranty. There have been multiple problems and 2 service calls on the fridge. I contacted the store where it was purchased on Transit Rd and after explaining the issues and the fact that the I had a fridge full of food that went bad the store manager said "well all I can recommend is for you to come into the store and buy a new refrigerator" Fast forward to the 2nd service call, which was placed in Oct of this year; over two months have gone by and the service company is telling me they are having a hard time getting parts. I called Orville's main office and I was told to make a call to the company that holds the service contract. I asked why Orville's wouldn't place the call or escalate the issues and she said 'they would listen to you better than they would listen to me'. Orville's has no interest in helping their customers and do not stand behind the products or service contracts they sell. Their staff is rude and offensive and I will be sure that I share my experience with everyone who might otherwise fall victim to their horrible business practices.

I recently purchased a dryer from Orville's, delivery next day, so far so good. On delivery, the team damaged a glass pane on a storm door. I came downstairs while the fellow was hooking up the dryer to hear him comment on something being "cheap, like plexiglass", and he quickly hung up when I walked in. He said someone would be in touch to discuss. On discussion I was asked to take apart my storm door and take the broken glass pane down the street to repair it. The place in question later called and said they couldn't repair it. They could build me a new one, but it wouldn't match the existing storm door. I told the Orville's representative that. The person who discussed this with me first offered 50, then $100. I said let me find out how much it will cost me to replace it. He finally came up to $175 to replace the door. The cheapest storm doors run about $125-145 with installation being an extra $129. My out of pocket costs for this will be at least $260 factoring in taxes for a basic storm door. I called their representative to discuss, and he said that because it was an older storm door that was as high as he was willing to go. I told him that I had bought several thousand dollars of furniture from Orville's in the past, and being recently divorced would likely need to replace several older things in the near future, and he said that I should be happy he was willing to go that high. On asking who I could escalate it to, he said that he was it. To say I am displeased is an understatement. I am out of pocket for damages incurred by the delivery team, plus my wasted time addressing this. For the difference of a hundred dollars or so, Orville's has lost all of my future business.

In July, I needed a new refrigerator. My first time in Orville's and the sales person was very nice. I looked around and choose one. It ended up being out of stock. It was close to closing time, so I chose another one quickly. Along with a dishwasher and stove, since there was a rebate the more you buy. I ended up getting a counter deph refrigerator, which I wish the sales person would have explained better. We got it in the house, and I realized it was way too small. So I paid $450 to return it, and chose one online that had the measurements I wanted. That wasn't my complaint. My complaint is the stove came damaged. So, I called and told them about it. They were going to offer me $100 or replace the damaged parts. I chose to replace the damage parts. This was delivery I was speaking to. In August a month later, I called to check the status. They sent me between delivery, service, and parts. Each blaming it not being ordered on another department. In October, 2 months later, I had to call to see if the parts are in. They said they were and I scheduled a service appointment. The date of the appointment, they call and tell me the parts weren't actually in and I need to reschedule. The communication has been horrendous. I scheduled the new appointment and the service guy came and they ordered one wrong part for the stove, and two of the new parts were damaged. The service technician was very nice, called right away and had them order new parts. At the end of November, I had to call again. They said the part came in and was damaged again. They ordered a new part, but didn't bother to call me about it. It is now the end of January, over two months later. I just called again. The service person says, it looks like the part is in, but double checks to see with parts. Looks like it's not. I asked if it came in damaged again. The person didn't know the status of it, or when it would be in. This has been over 6 months since my stove came. No communication from them, except when I call. A very frustrating process. In my opinion they haven't had very good customer service, which when you call there is an add about how they pride themselves on their customer service. I will never buy from them again. This has been too frustrating of a situation. Each time I call they offer $100 or to replace the part again. They part probably cost more than $100 by the time they get it and pay the service person.

We went into the Greece New York location looking for a new wall oven/micorwave unit. We needed a specific size and most places had to special order the appliance. Because of all the COVID-19 issues we were not comfortable with ordering the appliance and having to wait for it to be delivered. Upon lookinng around the salesman said he had an open box double wall oven for a pretty good price. We went and looked at it and although it wasn't what we originally were looking we decided that with a little wall configuration we would beable to get it to fit. We purchased thay item along with a refrigerator which were both delivered next day. We had to make the space in my cabinet large for the double oven to fix as it originally held a oven/micorwave unit. My fiance cut the space large and the wall oven was hooked up and put in its place. When we went downstairs to turn the main breaker on, the oven through an error code qnd wouldnt stop beeping. We called Orvilles repair department in buffalo along with our salesman that sameday. The repair dept ststed they had no one to come out and that I was more than welcome to call around to see if Incould find someone sooner or call ***. No one seemed to be on the right page with when someone could come out to look at it. Our salesman said he call me Friday when they opened to let me know if they found someone to comeout and look at it. Friday morning came and I had not heard from him but the repair dept called me back and was trying to get someone to comeout the following week. I explained that was unacceptable and that I needed someone ASAP and was told by the saleman that I would possible have someone today. She was unaware of thos conversation and wanted to check into it and call me back. After speaking to her the 2nd time she stated there was no one to come out until Tuesday because their repairman is from Buffalo and only in the area Tuesday and Thrursdays. She asked me what the error code I was receiving was, although I had given that to them the day before. She stated she wanted to speak to her repair manager and call me back. 3rd converstation she told me that my code read a communication error(which wr already knew) and stated thay it could be 1 of 3 parts. She stated that the one part would benin Monday and the repair man can be there Tuesday or we can wait until all parts are in but that, thay would not bw until April 21st as the other 2 parts on are back order. This was absolutely unacceptable for a appliance (so they said). The wires on the back of the appliance looked like they had already been connected. Whenqe mentioned this to the salesman he told us it was impossible and that they don't take back used appliances. When I spoke to *** the Thursday the appliance was delivered. They stated they could get someone out her Monday From *** appliance and they scheduled the appt. For I thought...Monday morning came and I got no call from ***'s so I called thwm to find out they were closed Tursday and Friday and only an email was sent to them requesting an appointment for Monday (today). They stated that do to their closing they never received the request. So now supposedly Tuesday Orvilles is coming out with one part. We told them if the oven is not repaired on Tuesday was want the oven gone and our money back. They tell me thats fine but it will take 5-7 business days to see the money in my account. EXCUSE ME...but that is not acceptable youbhad no problem selling me a lemon and taking my money but you want to wait on the repairs and not have all the right parts to fix it. And if returned I need to wait to get my money back. Not a great way to do business. Customer service was terrible

Purchased a Whirlpool washer in 2019 and a 5 year extended warranty. My washer has now broken for the third time since purchase and I'm told that it won't be fixed because the cost of repair exceeds the amount that I purchased it for. It is IMPOSSIBLE to speak to someone and have used my breaks at work just waiting for an answer. I've now been on hold for OVER 30 minutes. This company used to be number one. It has turned into a terribly disappointing place to do business. Just awful.

I purchased a new Whirlpool refrigerator from Orville's Home Appliances. However, this refrigerator has not worked correctly since delivery. Orville's scheduled a repair person to evaluate the problem and it was determined that the refrigerator's compressor was damaged/not working correctly. During delivery, Orville's delivery personnel laid the refrigerate down horizontally on it's back to remove packing material. I questioned the delivery person about this. He told me that it was fine and that is how they do it and that it would not be a problem. However, everyone that I have since spoken with, including the repair person, said that is not so. The repairman, Whirlpool's representative on the phone and other friends explained that if a refrigerator is laid down horizontally, it must not be plugged in and has to stand upright for several hours minimum before operating or it will damage the compressor and other components. The delivery crew set up the appliance in our kitchen, connected it to the electricity and checked that it was turned on and left. I have spoken with several of Orville's employees which then would only refer me to contact Whirlpool for a warranty claim. I have done so and have another repair appointment in a week. I purchased a brand new appliance for $1707.00 + taxes + delivery charges. I received a broken appliance that has not worked since delivery and which needs to be repaired. I have lost food from spoilage and have to wait more weeks for another repair. This damage was very likely caused by the delivery crew, not by manufacturer's defect. I wish for a replacement refrigerator of the same model. I am considering and willing to file a small claims suit against Orville's if this can not be reasonably resolved. Thank you.

on may 16 I purchased a *** appliance package, which had been advertised for a month. was told I'd be called in a couple days with a delivery date, I wasn't. called the store, was told there were no units to deliver, maybe next week. this went on for 4 weeks and in the meantime they ran the same add again. went to the store june 15, said they found a stove, would be delivered june 24. they brought stove and refrigerator. couple weeks later the the fridge started popping noises, getting louder, had water dripping from the ice dispenser, condensation In the freezer, and a dark film kept forming in the fridge that would wipe off but kept coming back. then if dawned on me the fridge didn't come in a box, they brought a floor model here. july 16 called store manager bob, told him I wanted it replaced. was told we won't replace it we'll have someone out to repair it. I told him I bought a new fridge I want what I paid for. he said he wouldn't and I would be hearing from them soon, have yet to hear from anyone. then I called their corporate office. told the guy that answered what was going on, he told me I had to talk to becka but she wasn't in, would transfer me to her voice mail. my call was dropped. called back, explained to the girl that answered, told me I would be contacted, transferred my call and left a message. herd from no one. called back july 20. told the girl who I was and wanted to speak to becka. has put on hold, same girl came back and said becka said so and so was supposed to call you. was told no one called me, she said you will be contacted. have yet to hear from anybody. I asked everyone I talked to how can you sell something you don't have? never got an answer from anyone. I don't think I'm being unreasonable, I want what I paid, a new fridge not a beat up floor model.

I've had my brand new refrigerator looked at 2 times both times They arrived after the appointment window and never called to say they were running late. When they weren't here within the window the installation day I called to see what the appointment time they would be at my house and was told that I didn't have any appointment which was totally wrong. They ended up arriving aprox 45 minutes later and didn't fix the issue. The tech that came to my house said that he fixed the saqueaking drawer which he didn't and showed him that it was still making noise he told me that I was pulling the drawer the wrong way and showed me how to pull the drawer properly and it still made the noise. He told my wife and I that we should have done research online before we made the purchase for the fridge which we did, 2nd tech also arrived late, was going to spray WD40 in my fridge with food in it before I asked if it was food safe which he told me it wasn't. It stopped squeaking for maybe 2 pulls of the drawer then back to squeaking. I waited for a part that they said they were shipping to me weeks prior. The part is sitting at the store... zero communication unless I innitiate it. Lots of lies by the employees... way more issues but I don't have the time or space to list everything. So... I've had nothing but issues and consistently being lied or misinformed each and every step after the sale. They have told me now. They want to give me my money back and pick up my refrigerator. Leaving me and my family with out a refrigerator until we are refunded the price of this unit. Buy another one and have it installed. That is not acceptable. I've been told by the service manager that the refrigerator has nothing wrong with it. I ask him to come to my house an look at it before he is going to say such a thing because it's squeaking. I want it fixed or replaced.

On July 27 I purchased a fridge from Orvilles. On Aug. 2, 2020 the fridge was delivered. By Aug. 5, 2020 the fridge had stop working. We called Orvilles as the fridge was less than 72 hours old and was told that they had to send out a service tech to look at it. On Aug. 14th the service tech came to look at the fridge and determined that the condenser had stopped working. Orvilles stated that they couldn't do a cash refund unless we received authorization from the manufacture. We reached out to *** and spoke with Brittany who stated because the fridge was defective that we should receive a cash refund. Before the service tech left he stated someone from Orvilles would reach out to us to discuss the scheduling for the pick up for the fridge and the refund/credit. On Aug. 19, 2020 Orvilles delivery personal showed up at my house unexpected at 8 am to pick up the fridge. We were told 2-3 business days and the amount would be back in my account. We called Orvilles again today Aug. 26, 2020 to see what was going on as we still didn't get the refund and was told someone would call us back by the end of the day. At 4:23pm today we call them back as no one returned the call! The receptionist stated that the money was credited on 8/18. I called the bank no credit was given. So the receptionist turned the phone call over to the manager who in returned stated that there will be no refund but there will be a credit. We have told them plenty of times that we don't want store credit and the fridge died in less than 72 hours and that we wanted a refund. Then, the manager stated that the service department deals with the credit and they have already left for the day. They have someone on until 6pm so we should get a call back. It has now been a month of going back and forth with this company and I am getting NO WHERE! All i want is a cash refund as I had to purchase another fridge from a different company.

I visited an Orville's store located at 8430 Transit Road in Williamsville on Dec. 19 to get an update on my replacement doors. I have been waiting for two replacement parts for 11 months. 11 months ago, a damaged refrigerator was delivered to me. The delivery team also left a significant amount of plastic wrapping on the doors that look messy and are not worth attempting to remove (and employee told me to blow dry the plastic). I called Orville's almost one year ago and I was transferred to the parts department. The department told me there were no parts available (almost one year ago). For almost one year, Orville's employees have said the same thing when I call: "We'll have someone get back to you." Or, "We'll update you." I think for one year that I've been patient. I recently received a letter from Orville's stating that my warranty will be up, however, I still haven't received the parts. First, I met Keith. Keith had a RUDE disposition and I quickly learned that he had an even bigger temper. I explained to Keith that I have been waiting for replacement doors on my Orville's purchase for almost a year. He said the same thing Orville's employees have been saying to me all year: I'll have someone call you. I told Keith this is what I've been hearing for almost a year. Keith replied, "Well, what do you want? You came here at 4:00 on a Sunday!" His attitude was threatening and rude! I told Keith he could be a little nicer to me. Keith replied, "you can be a little nicer to ME!" I told Keith that I want to talk to another person. He walked away. Dylan, the MANAGER, was the next person I talked to. I was in disbelief and asked Dylan if he heard the way that Keith just talked to me. Dylan said he hadn't heard anything. Dylan quickly became defensive, defended Keith's behavior, and out of disbelief I said a swear word to ask. Dylan asked me to leave. Before I left, I asked Dylan for a general manager's number. In an aggressive move, he called the police. I was calm.

I ordered a complete appliance package on 4/6/2022. 3 out of the 4 items were damaged. The refigerator was scratched on both sides from the install crew that man handled the fridge into a cabinet. The microwave contained multiple scratches and the dishwasher had one large 1-inch gash on the front. Pictures were sent ot the corporate office via text message. I contacted the company within 48 hours as the contract states if there was cosmetic damage. I have been given a hard time replacing my items since day one. When I called the store to tell them of the damages I was told items are very rarely damaged and its impossible that you have three items damaged. I asked Brian the store manager to refund me the delivery charge which included installation as when the items were brought back I was told I needed to install them myself. He refused. I talked to Becca she told me we don't need to replace the damaged items as your house damaged them and they were replacing as a courtesy. I have had to take multiple days off of work to have the items delivered. I had to have an item ordered as they refused to bring a new dishwasher and would only offer to order a panel. I was never notified of the panel being delivered to the corporate office until I called in and was told it came in earlier this week. According to the delivery box I received it has been sitting in the warehouse since 5/5. I then set up a delivery date for 6/17 in which I told the lady I would be leaving out of town and would only be available until 10:30am. The day of delivery I received a text message that my item would be delivered between 11am-1pm in which I replied to the text message no i will not be available. I also called and spoke to someone in which she confirmed the delivery was canceled. At 11 am my cameras at my house went off. There was the delivery driver who then sent me a confirmation of delivery in which my signature was forged as i was home to collect the delivery. I still do not have the items

I have purchased over $10,000 in products from Orville's in the last 5 years, on the last purchase for our new house we bought all the kitchen appliances which were delivered in July . The $2700 *** refrigerator unfortunately had a dent on the ice maker door. The delivery guys called the office and told us that if I kept the refrigerator Orville's could have the door replaced in 4 to 8 weeks. If I would've known that over 6 months would pass and they still haven't replaced it, I would not have accepted the refrigerator and would've told them to bring me a new one. But it doesn't end there, after months of calling Orville's and getting the run around, in December, we finally got a call to schedule an appointment on January 6, then they called us a few days later to reschedule for January 20 and said they had no record of the January 6 appointment. We called the store and asked to speak to a manager and they took my information but I never received a call back, which I already expected that due to the poor service experienced so far. A few weeks later the Orville's service department called again and cancelled the January 20 appointment and rescheduled us for February 9 and then called back that they could not do February 9 and rescheduled us to February 13. On February 13, after confirming the appointment in the morning with a window of 9AM - 1PM, they called at about 10:30 AM to reschedule us again for February 19. This date I told them I could not make because I had already cancelled a Dr's appointment scheduled for February 13 to accommodate their February 13 appointment. Now we are rescheduled again for February 26. For this service appointments I have had to take time off from work or cancel other appointments to be available, it seems Orville's does not care about that. Up to this point we have not received any kind of compensation or priority for this issue. I would have to say this is the worst service I have ever encountered, and it's a shame because I prefer to support local business but after this experience I would have to think twice about Orville's.

Hi I ordered both of my appliances fridge and stove from Orivills in 2012. I have never had a problem with them . The issue is with their repair service. Both of my appliances are made by ***. Last year my fridge was making a really loud sound on and off. They sent their repair guy out and said he could not find anything wrong with it. They ask me to record the noise and send it to the cell phone. I did so and they then sent the rep back out to fix it. Paid them again. Not even a week later it started again. Lady on the phone made a comment that the fridge was purchased in 2012 and that I most likly need a new one. I was beside myself. I told her lady I paid almost 2,000 dollars for this fridge. Long story short after him coming back and forth the agreed to give me my money back for the part and said they could not help me. *** came out and fixed my fridge and showed me what orvills did to my fridge, They glued it and never even got a new part for the fridge. I was so beside myself. I threw that piece away and now wish I would have kept it. Now my stove is shutting off and did this a while back and orvills fixed it. I never bothered to call the repair service because of what they did to my fridge. I called *** and the rep could not believe what he saw when he came. Orvills had replaced the wrong igniter for the stove. They Rep let me know what they is was are really bad firer hasserd, The igniter was the wrong one and they had cut the wires on it. Not only that but the cord was so long that the gentelman said I was lucky that it never caught on firer, I called orvills and told them about all that happened. Thye would not even allow me to talk to the manager at the repair service. They would only credit me for the part. This is BS. I paid for labor and parts and never got the correct parts and I should not have to play for the labor when it was never properly done. I should be credited for the entire bill. If was dont the right way the first time them i would not have this exspense. Could you please look into this. I can send the part pics and statements from ***. Thank tyou *** t would not have cost me another 800.00 in repairs. Im a single Mom and this is so unfair to be treated like this. I have no problem paying for repairs but using wrong parts and dangering me and my daughter who is hearing imapired. I really hope that you can get something done so this does not happen to another person. I do have th part still and I can get the *** man to write in the info about the wrong part.

To Whom This May Concern: We ordered an appliance package from Orvilles from 8430 Transit Road in Williamsville, NY location. Our sales associate was Dan. We purchased a matching Frigidaire Professional package consisting of a stove, microwave, dishwasher and fridge for our new home. The total package was over $6500. We purchased these items before Veteran's Day in November. We received these items in the beginning of January, all of which were damaged, each one of them. We kept the stove (damaged) and sent back the fridge, microwave and dishwasher for replacements. A few days later they arrived: the microwave and dishwasher were okay, but the fridge had even more dents on the second one. We requested a third one, and when that arrived it was in even worse condition than the first and second. At that point , we went into the store to speak to Dan and he said they did not have any, but they had a display model. They sent the display model and the compressor was busted and had damage all over. (We don not have photos of all these.) For a $3000 fridge there should not be any damage. We asked them to order one for us and they said it would not come till February. In fact, each time we called to check if it came in there was a different date/answer until they told us that they had no idea when it is coming in and that they have 20 orders for the same fridge for others. Currently, we have no product, a monthly bill that comes in from them, no communication of when it is supposed to be coming in and they don't even return our calls. They have the worse business practices we have ever encountered. In essence, Orvilles is taking money from people and telling them their product is coming, but actually have no product to give the customers. If they don't have the product, they need to stop selling it. (This particular model actually says it is actually available for checkout online, but in reality, it isn't). We still have a bill for a fridge we don't have. We have called Orvilles weekly since January and keep checking if it has come in yet. Rebecca, the area manager of corporate was contacted a several times; the last time being a week ago and she still has not returned our call. In addition the manager Bob has mistreated my wife two times and hung up on her the last time. Orvilles has terrible customer service indeed, but what we are concerned about is that they sold us a product they do not have with no date of when it is coming in and charge us for it. We have even tried to resolve this by asking if there is a comparable fridge that would match our set, but they said they didn't have any of that brand either or even others.

I would like to start by saying I had no problems with the 2 different sales men. They were both helpful, professional, knowledgable, and kind. I had two different deliveries in the past 2 months from Orvilles. One for a fridge and another for a washer and dryer. The problem that I had with the two men who installed my fridge was: the African American was NOT wearing a mask and I had to tell him to put one one. I don't know their names, so race is the only way I can differentiate them (as politically incorrect as that may be). The same man then leaned his entire upper body and arms on my island. This is disgusting, unprofessional behavior regardless and even more so now because there is a pandemic. The men took a picture to attempt to show there was no damage; however, there was. A huge dent in the door. I immediately went to the store and showed my picture. It's quite a coincidence how the picture they took, which was shown to me at the store, was at a bad angle hardly showing the dent. Why not front on to accurately show the dent? The second delivery I had was an even bigger disaster. The two men that delivered my appliances had no respect for my home. It was raining and muddy and neither of them had shoe covers or tarps to throw down. Come on Orvilles..you don't provide this to your workers? They were aggravated I told them to at least wipe their shoes on my doormat. They tracked dirt all the way in and upstairs to my laundry room. They also damaged the bottom of my molding, which I didn't notice before they left, so now I am stuck with a damaged house. Oh and did I mention this is a new build I just moved into 2 months ago? My carpet that they ruined was $7000! When I mentioned the stains on my rug I was told by one of the men, and yes, I quote, "Aint nuttin no-one can do bout dhat" Seriously?!?!?!? These are the type of people hired to come into my home? But wait, it gets even better! The men didn't have the steamer hose for the dryer! So now, during a pandemic need I remind you, I am forced to have yet another person come into my home to install the hose at a later date. Naturally I called to complain about this. A week or so later THREE men showed up to install a simple hose! They send two to install appliances, but three for a little hose?!?!? Ok, so now I've already had an additional three people in my home during this pandemic. But... these men knew nothing about the carpet being cleaned after I was told on the phone (I can provide his name on request) that it would be. I discussed in detail what kind of cleaning I expected. One of the men even lied to me about not having access to the carpet cleaner that day. His lie was later confirmed, since Orvilles had a third party come minimally clean my carpet. Then I had to have the carpet cleaning man come into my home. So that makes an additional 4 people.

I purchased several new appliances from Orville's in Webster, NY (refrigerator, range, microwave, two dishwashers). The *** range, model ***, was sold to me as "old stock" and the sales person (Joey R) indicated that there was not any damage to the unit; it was not held out as a scratch and dent model. Understanding this, I purchased the range for $1,397 (before tax) as well as the appropriate range cord on 9/6. As part of my purchase decision the salesperson also stated that the older model I was purchasing had a meat thermometer/probe feature that was no longer included in the newer, but otherwise comparable, model. Upon delivery of the range 11/5 I immediately noticed that the front of it by the control knobs was noticeably scratched in several places and even had the delivery person take a picture on their phone for an additional record that it occurred before I took possession of the range. The meat probe was also reported to Joey as missing. In retrospect, I should have refused delivery right then and there, but figured Orville's would make it right given that it showed up scratched, their delivery person acknowledged and even captured one or more pictures of the damage, and given that you had two days to report damaged goods from date of delivery. I immediately sent Joey a text message on 11/5 identifying the damage and included several photos of the damage. On 11/6, my contractor noticed that there was a noticeable dent in the side of the range that would not be fully concealed by cabinetry, and also that the back of the range where there is ventilation was both scratched and dented also. I sent Joey a text message 11/6 identifying the damage by the ventilation as well, also inclusive of several photos. Joey indicated that they would order new parts for the range free of charge, however, on 11/19 I noticed that the range did not only have dented and scratched parts, but in fact was missing parts altogether (a back panel of sheet metal had been removed from the stove at some point prior to delivery to me so that the oven ventilation would not even work properly). At this point I was very upset and done trying to purchase anything from Orville's. I called Joey and instructed him that I wanted the range picked up immediately and wanted my full refund. He agreed and indicated that since they only do deliveries to Ellicottville on Thursdays, he would not be able to do anything until 11/26. I reminded him that 11/26 was Thanksgiving, and he indicated it would need to instead be picked up on 12/3. At that point I purchased a range from a different retailer. On 11/30 the store manager at the Webster location (identified themselves as Jason, but I didn't get a last name) indicated that they would not be refunding my money, that they would not be picking up the stove, and that I was stuck with the stove. He stated that I bought a "scratch and dent" closeout stove and that it was sold "as is". I corrected him that it was not sold to me as anything other than as old stock and that the features of the stove were also not described accurately, but nevertheless he would not acknowledge that even after I asked him to add Joey to the conversation. I asked him to escalate the issue within the organization on my behalf, and he said we would and then called me back. He stated that he spoke to "Becka" (General Sales Manager), and that she too was not going to take the range back and refund me my money. At that point, I told them I would then pursue resolution through social media, through the credit card company, etc. Separately, Orville's had tried to deliver a microwave to me at some point, I believe on 11/19, but as they failed to give me any sort of heads up (admitted by their delivery person when I returned their voicemail), they were not able to. After this whole range issue, I worked with customer service at Orville's to have the microwave cancelled and they are working to refund me the cost of the microwave, the installation fee that I had paid, as well as the extended warranty. I believe the pleasant person with whom I spoke indicated it was would take 7-10 business days for that refund to go through, so that it's probably still in process at this time.

Apparently at exactly 7:30 a.m. on Wednesday , June 24th, the call apparently did not go all the way through as it did not ring at my residence. There was no other call made to me at that time. At 8:15 a.m. on Wednesday, June 24 I awoke to hear my door alarm, the answering service had detected two men at the front door from the above company (Orvilles'). They claimed they were there to make a repair on my refridgerator . I mentioned that they needed to give a call BEFORE arriving, they claimed The tall man said they did, as was said before, it was not received. The men, carried no tools other than a drill of some sort, that was tucked under the one man's arm. They both wore masks., for the virus epidemic. I explained that the doors were uneven, and never settled as the prior delivery men thought they would with in a few days, the doors were still uneven and now the latch was not latching as it should. The tall employee grabbed the wrench tool from my table and began wrenching on the fridgerator, his partner, was trying to help hold the door that the tall man was adjusting and sticking his hair in my food on the inside of the door, I said to him that he was doing this... and the tall man beligerantly said well we have to fix this!. Then he turned to me and asked if I would get him a "shim" or "shims" I explained that I didn't have anything such as this and that I would think that most repair men would carry such things as that work on these items, he said they do not carry equipment like that on their vehicle, I mentioned that he should, ( thinking since when do you NOT HAVE tools when you have a repair job and come to fix something that requires tools) then he started asking if I could look out in my garage or down in my cellar for pieces of wood that he could use for this purpose, I told him no, I won't do this, It then started to upset me some and I became nervous and upset, I then after about the third time he asked me to do this , I looked in my drawers and on my tables and found 2 small pieces of wood, I found 2 small boards in the back room of which I did reluctantly but very quickly, brought all to him which he exclaimed that none of them would be acceptable, the floor where the refridgerator sat was uneven , which MOST of the time they are (why did he not bring supplies of what he needed or thought he would need IF THIS HAPPENS OFTEN ?) I asked him after MORE upset, what size he would like? And named a few measurements, he snidley picked a size and I upsettingly said , sorry, I don't have it...I became more upset and afraid, He broke the two small pieces up and the asked me to specifically go to get some tape to tape the wood together, I gave him scotch tape . He wound it all on the wood stuck it in the back of the unit and then came out and VIGOROUSLY took hold of the WHOLE refridgerator and SHOOK IT, I explained that I have food in the unit, (Meaning, something could break that way he is shaking it) and all he said was well you want it fixed don't you? NOT ONCE, DID EITHER OF THESE MEN ASK ME TO REMOVE MY FOOD, TO ADJUST, POSSIBLY FOR BREAKAGE N-O-T-H-I-N-G, By that time, I was SO UPSET, I COULDN"T catch my breath, I just wanted these two people out of my house! He exclaimed that my refriderator was fixed and that I needed to sign, his papers of which I refused, he went into a "Hold tight" Fury, and tried to be very calm of which he was not successfull and said you mean... your not going to sign this paper? I said NO, , I will sign when I know the unit is working properly, not until then, with that, he said ok then I will write on this paper that you won't sign, I said fine.. He took his partner and made several remarks and left, they were in their truck when my husband arrived , he came in and seen how upset I was and went back out and and said they told him that I was very beligerant and wouldn't sign the paper, he came back in and said he would sign the paper with the statement that if the unit remains unfixed that the company will be reliable for it...I then agreed, When My husband came back into the home, I asked him if they had a phone? He said yes, the man was ON the phone when I approached him, (He told me he did not have a phone.

Purchased a range 11/29 from the Transit Rd. Store. Finally delivered 4/8. Unit did not fit, gaps on the sides, asked delivery people if there were filler pieces and they said no only for the back of the range - we said this is unacceptable please put old range back in and we will contact our sales rep. (Side note - I brought the old manual/papers to the store back in November to make sure the new range would fit, sales rep said yes). Called rep he said the older model that replaced the new one we ordered in November was in stock and had the exact same features as the new one ordered, only difference is the glass top is wider which is what we need. We asked if there were side filler pieces for the initial one, and he said no, same as the installers. We asked several times if the features of convection and air fryer were in this older model and each time he said yes so we said great and set up delivery for the next day and for whatever reason the older model was $200 more but we agreed to it b/c we needed a range that would fit and had the same features as the one we bought last year. Replacement gets delivered, looks great, wider glass top, however, it DOES NOT have either convection or air fryer features! So we paid more for something that did NOT have the features of what we originally purchased back in November that the rep each time asked said it would! Called our sales rep back and after much back and forth we asked if we could speak to a manager. Manager called my husband back and he explained the above to him. The manager was beyond rude and said that because of COVID they cannot keep replacing ranges for us because we didn't know what we purchased! Seriously?! We were told that the replacement had the exact same features as the one that didn't fit and we paid extra for it! After some back and forth my husband asked if there was anything he could do and he said no and then my husband said then we will contact an attorney and they hung up. At that point I contacted the credit card used and asked to file a dispute and also sent an email to customer service as it was after 7 on Friday, 4/9 letting them know how disappointed we were and how rude the manager was. Monday, 4/12 there was a message from the manager, very nice this time, saying they were going to credit us back the additional $200 paid for the replacement range since our sales rep had given us incorrect info. and if we had any questions to call him. The next day, 4/13 my husband called the manager back and said that was nice but not correcting the problem we want a range that has the features we thought we were getting (after some investigation on our own over the weekend there are in fact side filler pieces for Samsung range though would work) and asked if there was any other range that would fit the bill with the features we want that is in stock and we would pay the difference. The manager said there was but we would have to pay for the entire range of $2100. My husband asked if we could get the original one back since there are filler pieces and he said no, we keep what we have or have to rebuy another range! At that point my husband told him we filed a dispute with the credit card company because we do not have the product we ordered and he yelled something about contacting his people and hung up on my husband like a teenager! My husband called the corporate office and asked to speak to this manager's manager and they put him in to her voice mail. Of course, we didn't hear anything back from her so 4/14 my husband called corporate back and the receptionist said that they are not able to talk to him b/c they are aware of the dispute we started! At that point my husband said we would gladly stop the dispute if we could work this out and asked her to leave a message for the manager. As of today, 4/15 she has not called back. This is the worst customer service and experience we have ever had and we purchased all of our appliances for the past 20 years from Orville's! We have not used this range in the almost week that we have had it. All we want is to have the original one we waited 4 months brought back and installed and we will purchase the filler pieces to make it work! In the meantime we are still continuing with the dispute because no one will talk to us and if this continues we have no problem filing a small claims case. Again, this is a shame that they are so rude/arrogant and not willing to try and make this work.