• Report:  #1511934

Complaint Review: Benson's Appliance Center Benson Appliance bensonappliance.com - AL Foley

Reported By:
Laura - Pensacola, Florida, United States
Wed, September 15, 2021

Benson's Appliance Center Benson Appliance bensonappliance.com
501 N. Mckenzie St. AL, 36535 Foley, United States
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I decided to shop local for my appliances this year and based on reviews, I decided to buy them all from Benson's Appliance. I really wanted to like this company, but they made it impossible. I did hours of research through their website on several appliances I needed, talked to their sales staff and confirmed which appliances to buy. I placed the order and was informed that some of the appliances will take several weeks, not a problem.

After waiting a few weeks, I contacted Benson's to find out if they had an approximate date of install yet. On that call, they told me some of the appliances I ordered won't be available for 6 months, so they said I need to order different units. Please note that THEY DID NOT CALL ME about this issue, I reached out to them only to find out I need to start my order all over again. They actually modified my entire order with different units, most of which I WOULD NOT CHOOSE for various reasons. After figuring out which units were actually available to order, I found out that most of my original choices were available! Only the refrigerator was not possible. So I stuck with most of the original units and chose another refrigerator.

The first round of install was for my fridge and dishwasher. The installation for the dishwasher was a huge problem as the guy said we needed to hire someone to convert the space into a top mount since they couldn't do a side mount. So they installed the unit sticking out an inch further than it should with a dangerous bracket that was all jagged and left it like that for me to hire someone else. I hired a handyman and all he had to do was seat the dishwasher a little further in and it was a perfect fit for the side mount! There was no modification needed, the unit installed perfectly with the handyman...the Benson's guy had no idea what he was doing and I paid Benson's for the install.

Now I had to wait for my washer and dryer to be installed a few weeks later. When the week of install came around, I called Benson's again asking when I may be scheduled for install. To my extreme disappointment, they told me the dryer won't be available until 2022. WHAT?! Please note AGAIN THEY DID NOT CALL ME about this issue, I had to find this out the week of my installation! So now I have to find another dryer and they had no good options available, only one that was very expensive and one that was very cheap. I was obviously frustrated at this point and the staff was so rude and condescending, watch out for Summer, she was the worst.

I then spoke to Chuck, the owner, and he admitted they do a bad job at following up with customers on issues like this...that was a huge problem with this company. They have so many issues, from not managing their distributors well, not knowing the availability of their products, installation scheduling problems, installation failures, and they are not proactive at all in communicating issues with customers! They never once reached out to me, I had to contact them each time.  I needed another washer and dryer for another condo but at this point, I canceled the order on the original dryer and I ordered my other appliances from Home Depot.

Update: The owner, Chuck, called me right after I posted a review on facebook. He was very unhappy about my completely honest but negative review. Instead of trying to see how they may be able to improve on these service issues, he just got very defensive and rude with me. Shocking that a business owner would act so unprofessional instead of trying to fix the issues and the relationship with a high paying customer. Well, it gets worse...after a few months, I now need a warranty repair on my dishwasher so I called Benson's this week to schedule a warranty repair. They initially scheduled the service call but the next day, Chuck, the owner canceled my service call!

He won't honor my warranty service or any upcoming service that I paid hundreds of dollars for 2 other 5 year extended maintenance agreements on my other appliances, and he refuses to refund me on those maintenance agreements. So much unprofessionalism from this owner and this company, no one deserves this kind of disrespect after spending thousands of dollars in their store!


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