Harry J.
Gerhard’s Review - Worst experience ever
Gerhard’s Review - Let me preface this review by saying my experience with Gerhard’s is the absolute worst retail experience I’ve ever encountered. I purchased four new appliances (a stove, dishwasher, refrigerator and vent hood) from Gerhard’s in November 2018. My wife and I decided to buy from Gerhard’s because we wanted to support a local company. I had never purchased anything from Gerhard’s before and after this experience will likely never again. To begin with, for delivery they gave me a several hour window for delivery which they kept pushing back (because they way overbooked) but told me they would definitely be delivering that day. Then they never showed and never called. By 9pm I finally figured they wouldn’t be coming that day. The next morning I called to find out when they’d be coming to deliver my appliances and they wanted to push me off until later because they had other deliveries scheduled. When I complained that I should be first, they gave in and said ok they would schedule me first for the day. In the first month, my new Kitchenaid dishwasher failed and the pump had to be replaced. From the beginning the Samsung fridge never kept the correct temperature. It varied from 42 to 50 degrees Fahrenheit (not a safe temp to store food). My wife and I have a new baby (she just turned one but when we bought the fridge she was about 6 months old). I called Gerhard’s about the faulty appliances and they scheduled their affiliate repair company “Fast Appliance.” They replaced the pump in the dishwasher and the fan in the fridge. The dishwasher repair worked and we haven’t had a problem with it since then. However, the fridge repair did not work and they came out a few weeks later to replace a sensor. That did not work either. A few weeks later they were out again and informed me there was a Freon leak and that they had to replace the compressor. After they replaced the compressor the fridge stopped working completely. They then wanted to replace the compressor again. At that point I called Samsung and told them I wanted a replacement fridge. After several calls they did agree to replace it. However, Gerhard’s refused to do the exchange. I spoke with several people from Gerhards’s and each was incredibly rude and unprofessional - Ashley, a “service manager,” Trish, a “delivery manager,” and TJ Scully, a “customer service manager.” I have to say I’ve never been treated so rudely and poorly by so many service representatives from one company. These people were absolutely no help and displayed no empathy for all the problems I experienced from the products their company sold me. Specifically, Ashley was the rudest of the three. When I told her how frustrated I was, she asked me to explain. When I explained all the problems with the fridge, the delivery etc. she told me I needed to take a breath, cut me off and then put me on hold without telling me she was going to do that. This is the absolutely most rudest I’ve ever been treated on the phone by anyone. Trish was supposed to call me back with an update but never did. When I spoke with TJ he was very condescending and said they were refusing to do the fridge exchange that Samsung had approved but wouldn’t provide me a reason. Then he called me back later and just said that their delivery department was refusing to do the exchange. The Samsung reps said they had never heard of a retailer refusing to do an exchange like that. After multiple calls with Samsung, I was finally able to get them to give me a full cash refund for the fridge. After over a month without a fridge, I received the refund and purchased an LG fridge from Best Buy. Best Buy was awesome. They delivered on time and communicated very professionally - I received two calls, text messages and emails. I’ve had the new fridge for about two weeks and it’s working great. Don’t be fooled by Gerhard’s. Stay away. They are absolutely terrible.