Tepperman's

Our new sofa power supply quit after 3 weeks. Customer service requested pictures of the damaged product so I sent pictures of the power supply. They kept requesting more pictures then wanted pictures of the sofa. Numerous emails & phone calls. It is not easy for us to move the sofa/furniture to take the pictures of the back of the sofa plus it is not the sofa that is damaged. I dont understand why they cant just send us a power supply replacement

I had purchased a washmachine from teppermans in 2019 it was serviced 4 times in the first year under warranty the company requested that it was replaced due to the lemon law and teppermans refused to do this. I have since had the washer serviced 4 more times for various issues and finally today I was advised the mother board is gone and it will be upwards of $600 to replace. I now have to buy a new wash machine since teppermans refused to acknowledge their issue from the beginning. I am very disappointed that someone on a limited income can be treated this way. I have purchased several items over the years and this is how they treat their customers.

Thursday June 29th/23

I called the Ancaster Outlet to inquire about a fridge that was on sale for $$388.00 starting date of sale June 30th/23...

Spoke to salesperson Tony.

Since the sale started today he would call me back at 10 a.m. Friday June 30th/23. Once the clock hit 12:30 on Friday , I called him back...

He said he tried to call , ( my phone never rang ) but a customer came in.. I too am a customer!

Now he says there are none of the Hamilton Beach 7.2 cu. ft fridges in stock and we will have to wait until the end of July / 23...The sale price is $388.00.

He told us that delivery was $70.00 and another $25.00 to remove our old fridge. I asked why items are in the flyer when said item is not available.. Very poor for business in our opinion...

We were present for the delivery of our daughter’s Willowbrook bedroom set. The guys put the bed together and said the nightstand backs were eta and they didn’t have time to put them together. The upright backs get attached to the back of the headboard which was up against the wall. We managed to pull the bed out enough to attach the nightstands and we’re now faced with pushing the entire king size bed with attached nightstands back against the wall. We had to enlist the help of neighbours and were fearful something was going to crack. It was extremely disappointing that the delivery team didn’t put it together or at least tell us to attach the nightstands prior to the king mattress and adjustable frame we’re delivered.

This delivery was from the London store and was on June 3 to Port Stanley.

In regards to a recent purchase and the delivery that took place on Saturday April 29, 2023.

My aunt and I received our delivery on Saturday of the 5 new appliances that had been purchased.

-delivery started with us asking the one delivery guy if he knew how to use a tape measure. He said he youtubed it so it should be good.

-they parked on the wrong side of the road and put all my appliances in the road in anticipation of moving them up the driveway to the house. Blocking the road as it's a small cul de sac

-the delivery men went to move the old fridge and I asked them to let me to put a large piece of cardboard under the fridge because she didn't want her brand new floors to be scratched by the appliance, they told her that it was not necessary due to the fact it has wheels.  Wrong... there were only 2 wheels and the other bottoms tore the brand new flooring that was just installed on Wednesday April 26, 2023.

-the delivery men put the dishwasher in the middle of the kitchen, when the dishwasher was to be installed we released it did not come with a intact hose.

-I called the Chatham store and was told that I should not be calling them with these problems that I had to speak with customer care.  She then put me through to them.  I spoke with Megan and explained the situation. Megan told me that she would get a hold of the store and the driver to find out if this hose was left on the truck or in the warehouse.  Do to the fact that the help was there to install the appliances that were not installed by the delivery people meant that this hose was a necessity to complete the task.  I then went out to the Chatham store and the woman on the counter said that she had spoken to me earlier and advised me that this has nothing to do with the store, all of this MUST go through customer care.  I asked there no way you don't have this hose in store to allow this dishwasher to be completely installed at this time.  Yes they had one at a fee of $35.00.

At the time I purchased the hose.  I am not sure why if the appliance needs two hoses that only one comes with it.  Hoses were installed and when moving the dishwasher back into the spot was when it was realized that the dishwasher did not have the protective coating over it and there were scratches in it.

-pictures of the scratches and the damages to the flooring in the laundryroom were sent to the customer care email.

I called the Windsor store this morning and asked if I could speak with a manager and I was asked what my concerns were, I explained.  At this time I was told that I could not speak with you that she would direct me to customer care once again.  I spoke with Jessica this morning.  Jessica said that in the notes she see's everything pertaining to my call on Saturday.  Jessica explained that the email had been forwarded to the delivery department and they do not work Monday's.  She said that someone would get back to me.

Jessica asked me what I would be expecting from the scratches on the dishwasher.  I was not sure what she was asking me.  She offered me $100.00 off of the dishwasher for the damages.  

My family has been a faithful purchaser from Tepperman's for more years than I can remember.  With Melissa purchasing her new appliances from your store she is the 3rd generation of buyers.

I have found since Tepperman's has been sourcing their deliveries out I have heard many complaints from friends and family. I realize the cost to employee these delivery personnel it does cost money, but they don't have the same compassion the delivery people had in the past.

Melissa deliberately had the new flooring put in the laundryroom and kitchen prior to the Saturday delivery knowing the appliiances would be put in their places and they would not have had to be moved.  

We purchased a mattress for delivery on March 25. The delivery was completed around 11:30 am. That particular Saturday was rainy and crappy out and we asked them to remove their boots which they did, reluctantly, as we just had carpets replaced (over $7k). They went up and removed the used mattress and when they brought the new mattress, the one guy proceeded to go up the stairs with his wet and muddy boots. When we asked him to remove them, he was not too happy and my boyfriend ended up helping take up the mattress with the other guy and the guy who refused to remove his boots, left back to the truck. The guy that stayed to take the mattress up to the bedroom with my boyfriend was a bit rough in his handling the mattress, shoving the mattress towards my boyfriend, almost knocking him off his feet. When the mattress was on the bed and they were back by the front door, the other guy who refused to remove his boots yelled out from the truck "you should have left your [censored]ing boots on!" I've purchased before from your store and did not have such crappy service, and what we asked for was not an outrageous request. It's almost like they went out of their way to make this the worst experience we've ever had! Next time, if there is a next time, we will grab a trailer and do it ourselves.

Purchased an LG fridge. With extended warranty (a joke) the area that houses the water filter, will not accept a new filter replacement. Will not lock into place. After a quick Google search I figured out that this is a known and common issue with this appliance. After waiting week after week. Finally got a response from Walker group. They claim "it's not covered" Teppermans nor WG are taking responsibility for this mess. I am not done yet. I will escalate this and go as far as I need to legally. I will not be ripped off. Beware! This fridge should be recalled for this issue. They expect us to hire a serviceman and pay for it? Not happening.

I bought a couch that turns into a bed last December 2021, January 2022 the mechanism to have the couch pull to a bed broke it buckled, called teppermens they sent out someone to look at it and determined they needed to order the part it is now January 2023 still no part call monthly and now there saying maybe March, the part I need is for the left side so I can only imagine that now the right side is buckled from holding all the weight ( that part that pulls out is under the couch) i find this unbelievable asked them to just give me a new couch since I paid for warranty and its now been over a year got told thats not how it works and if I do need the other part they will order it so ill be waiting another year and what for the other side to then buckle all over again, extremely frustrated and so mad about all of this should have went to leons were they actually give a crap about there customers and not have them wait a year and a half for a part

Purchased 58 inch Samsung TV July/2022. Tried to watch It October /2022. No picture just volume, called the store which was stressful on its own with two reception staff. Was told I can't return the TV. was given the number for Samsung, called they Samsung it seemed they knew the problem right away. I was told they will order the parts and then call to come out to fix a brand new TV less than 3 months after purchasing. Further more there delivery person damaged my new floor when he dropped the dishwasher. I would never recommend this product ir store to anyone. Brand new Samsung TV needs parts to be fixed.

I shopped for a mattress a Tepperman's and had a good experience with the sales person. All was good-natured interaction, relaxed and friendly experience, sales person was patient while I made my decision. Delivery date was planned and it was explained that purchase was to be paid in full prior to delivery. All fine and understood. I never had a problem with this company in previous years.

I had been in the midst of preparing to move within the city and for 12 days straight. I was busy all day long, sleeping poorly, and the promised help I had, all canceled for various reasons. Official moving day was the 31st, but I wasn't done taking the small stuff to the new place until 3 am the morning of the 2nd of August. I’ve been suffering from exhaustion like never before, with pain all over, headache, stressed out and seriously needing rest and physical recovery. Moving is one of the most highly stressful things to do in life, and that comes from experts, not me.

At some point on the morning or early afternoon of the 2nd, there was a voice message from the store saying that delivery is due and "if the mattress is not paid in full delivery will be canceled". I knew that at the time of sale, and I had been preoccupied. Why this demanding attitude? The tone of the message was impolite, abrupt, and the attitude and tone were improper. The woman sounded snotty, condescending, and the tone felt more like I was being treated like someone with a long-standing balance owing on a delinquent account, rather than a customer getting a new item delivered. I was really taken aback and offended by this "demand" and the ultimatum. It was unnecessary and rude, plus I was seriously offended by it. Since I was extremely tired and busy I have no idea if there had been previous messages that I missed, or if there had been an earlier one that day.

When I called back after finding one voice mail, the woman was -- the word "uppity" keeps coming to mind because I have no other way to describe her condescending and inflexible phone manner. She sounded as if she was collecting debt from criminals and made me feel as if she looked down on those with "unpaid balances". Which brings to mind that she called the amount owing on the new mattress "outstanding balance" and/or an "outstanding amount". I asked if it was the store's habit to give ultimatums to good customers to pay up or else before delivery; and she wouldn't answer. She insisted that if the "balance" wasn't "paid by 3 pm today, delivery will be canceled". A threat! I could not believe my ears. This is how my day began, having payment being "demanded" by Tepperman's and my delivery being threatened.

I've never had a store leave such a surly, heavy-handed message just for a simple and straight forward delivery! She refused to hear me out, interrupted me, cut me off in the middle of trying to speak, refused to give me her name, and said she would transfer me to a "manager" because she wouldn't hear my complaint herself. But I was not transferred to a manager at all.

I immediately got ready and headed to the store, resolved that I would cancel the entire purchase and was greeted by a manager who was unfriendly towards me the moment I arrived. I ended up losing my temper completely and swore. Not one person ever did listen to my reason for being angry and offended, and the incident was turned into being my fault for being upset and swearing, which I kept doing the more he told me not to. I allow no one to order me what to do or not do. I'm not afraid of swearing. I was there for the sole reason to cancel the order. But what was humorous was that the manager being on the ego trip/power trip he is on, insisted that HE was canceling the order, not me. So in his head it became a little power struggle and he was going to override my own decision not to buy from Tepperman's. It became a farce to observe.

And because of this, I never will again give these people my business. There are better stores in the region, countless of them. Tepperman's cannot be allowed to treat customers in a manner like they did. I was prepared to give them my business, pay for the mattress, and hopefully enjoy years owning it. However, their bad customer relations, abusive and demanding tone, their refusal to hear me out about a legitimate complaint and turning the tables on me to make me appear at fault and not them, made me absolutely furious. I have no respect left for that company, a business that I've made purchases from for at least 35 years or more. Now, they to me are a thing of the past and I will never shop there again.

The thing is, you don't blame the customer. And people working in stores don’t know what kind of an experience someone is having, so keep in mind not to treat people like objects that are there to serve your interests. You say "sorry you're having this experience with us, Ma’am" and you do what you can to resolve a customer’s complaint. Not this team, not the woman on the phone, not the manager. In fact the second he saw me he was already defensive and disagreeable. In fact, he said he knew why I was there and said, “I heard what you said”. Is that how to treat a customer, regardless? But what this particular team of people did was provoke me even more when I was tired, upset, offended, and being given ultimatums to pay up or else --- for a routine, mundane delivery! Wow.

They are harsh, heavy-handed, and rude to people they have not met, and that they don't know. How disrespectful. Very bad business practices. On another day, I wouldn’t have become so upset, but their lack of decent customer relations failed miserably. No one handled the situation with finesse or grace, just defensiveness and complete lack of skill.

Service Manager Cody expressed rudely and bluntly that we would not be remedied for damage done to our property by delivery personnel because we submitted our complaint 24 hrs after delivery. This is insulting and deceptive since we weren't informed by sales personnel of this policy. Relying on contractual fine print leads to poor customer satisfaction and provokes customers to submit complaints like this.

Evident the delivery personnel were not careful, given that damage occurred in straight hallways (not in areas where difficult to lift the appliances). Place was just painted and renovated for listing and flawless, so it's obvious the damage stands out. Our claim that the damage was caused by the delivery personnel is further evidenced by the incomplete installation of the appliances (fridge wasn't even hooked up, lowered to the floor, or door set properly).

Customer care case #: [protected]/GERAKOPULOS

Delivery Date: July 13, 2022

I have a fridge that I purchased from Teppermans which is covered with an extended warranty. The fridge stopped working on June 10, 2022. It is now June 29th and the fridge still has not been repaired.

The extended warranty (The walker Group) sent out a technician from ARS on June 20 to repair the unit however the technician was not thorough nor did they do any diagnostics but simply put in a new compressor and left. The technicians English was very poor and he was on the phone the entire time and it appeared as though someone else was walking him through the repair.

Upon finishing he announced that the fridge would take ‘ many hour’ to cool and then left. In the following days it was apparent that the repair had not resolved the problem as the fridge was only not cooling properly and the freezer was not freezing at all.

When I called back to the extended warranty company on June 23,2022 to let them know the issue was not resolved they proceeded to give me the run around and tell me that they are waiting on LG to confirm details of the first repair with them. They said I would get a call back within a couple business days but I never did.

It has been over 10 days now since I reported that the issues with my fridge that are continuing after the first repair and I have yet to have anyone contact me as promised.

Today I was told by a customer service agent at the walker group that they are still waiting on information from LG about the first repair and that I would hear from someone ‘soon’ but with no definite timeline. I was also told that this is because the adjudicator for my claim is too busy. Which I find an unacceptable excuse considering I’ve been waiting 10 days already to just to have another technician sent out.

I bought fridge from topperman delivery schdule after 2 weeks, time frame for delivery from 2.40 to 4.4o I wait till 5 pm but no one was there, when they came for delivery they were in rush, very unprofessional, very rude and horrible staff for delivery and customer care as well. According to my experience I advise to all please stay away from Topperman, if you want to save your money and your time then don't go here. If you complain about any and provide them a good proof of their services but still they will try to safe their own staff or employees.

We purchased a dinning room table, 6 chairs and a server. It cost over $5,000.00. The set was delivered in December 2021. The table has the butterfly leaves, 2 of them. We tried to use the the table, fully extended, The leaves would not match up with the table. Could not use them. Contacted Teppermans in Kitchener, this is where we purchased. We were told a technician would come out and look at the table. He did, along a big bag of tools. It pulled the table apart, took picture, talked into his phone and left. He said that someone from Customer Care would contact me. It was me who after a week or so, contacted customer care, to find out what was going on. I had to call several time before I got an answer. I was told that there was something wrong with the mechanics, that wasn't allowing the table to sit flat, when it was extended. I was then told, I could go to the store and pick out a replacement set. We did that the following Sat. We could not find anything similar and what we did find, was on back order.

At that point, I asked for a refund and was told there is a no return policy. I am not happy with this, If I had known this, I would have not purchased from Teppermans.

Laura A

I purchased a reclining chair and sofa and gave my $218 deposit. Shortly after receiving my set, the mechanism in sofa broke. A repairman/consultant came and it was determined it could not be repaired as the seating gave way and support for back. I decided to return the set and purchased a much lower set with no reclining mechanism. The sofa was $598. They then charged admin, delivery, restocking fee along with protection insurance. So that sofa is now well over $1000 when I asked about the $218 deposit I originally made along with an additional $200 payment they danced around this saying they took off my $200 payment and my deposit of $218 doesn’t count as it was separate from what I financed? Ok, but I still paid this, so why is it not considered as a payment towards that $598 sofa I just purchased? That they have now jacked up to double the amount? Also I’m still 6 months away from when it’s due before interest kicks in. Absolutely disgusted with how they run this business! Oh, and the frame work on the new sofa is damaged on armrest. Not impressed. Do not buy from here! Save your money, people!

First problem is.

I bought table with 6 chairs on Jan.

I received table after 1 week.

but order of chairs is wrong, I just got only 1 chair and I received five chairs after one week. but one chair was broken. finally, I got last chair on end of Mar.

oh my god.! I need all most 3 month for combine of all table and 6 chairs.

second problem is.

I bought a sofa on Jan.

They told that I could get sofa about after one month,

but delay~ and delay~ and delay

Today is 5 Apri, 2022

The result is?

not yet,

My family live without sofa.

It is so inconvenient to not have a sofa.

how long should I wait?

Plz solve it.!

Madam/sir

I have made a purchase of a Twin mattress and a king-size headboard from Tepperman's Windsor Showroom outlet, for which delivery to Chatham was arranged 12 of March, against payment of 61+ dollars.

Unfortunately, the delivery crew missed this date, and customer services rescheduled it to occur on 26, March 2022 after multiple complaints and Phone calls

Today is 27 March the delivery didn't take place and I am still waiting for an explanation.

Kindly do the needful to resolve the situation

Thanking you

Raiman (RAY)

I purchased a sofa (Cayo product) and waited for delivery (5 weeks). After inspection of the sofa, there were many flaws/discrepancies which I am listing below;

Seat cushions were short and did not go underneath the back cushions

The outer material that dress the frame was puckered and tailoring was poor.

The foam used on the arm rests did not wrap fully around and had no taper so you can see a ridge line in both sides of the sofa

The zipper was broken on one of the seat cushions

The foam used for the seat cushions was not the same material as the store model.

The seat cushions or frame did not have enough support so the seat cushions dip in the middle.

Obviously I’m shocked at how poorly this was made and how Teppermans can stand by this product.

I demanded a refund even though it’s not their policy. I had no confidence to exchange the sofa and neither was there another sofa that I wanted in store.

They did offer me a refund minus 25% restocking fee plus a delivery charge even though it’s not the policy of the warranty. This means I will be out of pocket for approximately $300 at no fault of my own. I’m extremely upset and frustrated by this whole experience. Why should I be out of pocket for receiving faulty goods?