Business ProfileforBig Red Appliances And Mattress

All the employees I interacted with were both nice and helpful, but the owner, Tim K*****, is hostile and combative, to say the least. We bought a home with a brand new refrigerator purchased from Big Red Appliances on 6/13/23. When we were moving into the home on 8/9/23, we realized the refrigerator wasn’t cooling. I immediately called Big Red and Tim K***** told me I’d have to call the manufacturer. I told him I just wanted to exchange it for a different one, but he insisted that because it’d been more than 30 days, I’d have to deal with the manufacturer. I looked on their website, but there was no return policy (you have to email them to ask for it; when you do that, they reply to your email and say you have to call them). Fast forward through phone calls, emails, a service technician visit, and more, and it took weeks to get a refrigerator that worked. And Mr. K***** only relented and allowed us to “re-select” after I contacted the gentleman who sold us the home. Mr. K***** claims he's only had 1 return in the 20 months they’ve been open. Now I understand why. Ask them for their return policy (which doesn’t exist in the store or on their website as of today, 9/12/23) and you’ll see how hesitant they are to share it.

I dispute the proposed complaint. Here are the facts... Customer **** ******** purchased a kitchen appliance suite from Big Red Appliances on 6/13/23 that was delivered on 6/16/23. Delivery for Mr. ********** order was successfully completed by Big Red Appliances with no issues & customer was 100% satisfied. Fast forward roughly 2 months later I, Tim K*****, received a call from a woman named **** ****. She claimed she bought a refrigerator from Big Red & now it was not working. I attempted to look up her receipt, but it turned out she never bought a refrigerator from Big Red. Rather she purchased a home that came with Mr. ********** appliances that he purchased. I told **** that I would be more than happy to work on getting her fridge fixed under the manufacturer warranty. We were able to get everything set up with service & when they went out they deemed the refrigerator to be unrepairable. Once I found this information out I immediately reached out to the vendor & rep to get a new fridge replacement for the customer asap. I was able to get the request done, but **** **** decided she did not want the same model fridge. I explained to her that I would gladly check to make sure that her request could be done, but I could not guarantee anything. After receiving confirmation from my rep I informed **** **** that she could select another brand fridge, even though it was out of the norm. I explained to her that the customer **** ********** vendor credit for the original fridge would be applied to her new fridge & she could pay the difference. She agreed to that & requested that I special order a ** refrigerator that we do not stock. I explained to her that she needed to confirm it would fit, because the original ****** refrigerator was only 33" wide & she was wanting to "special order" a 36" wide refrigerator, and special orders are non-refundable & clearly stated on our receipts. She said she was good with that & wanted to order the **. I ordered it on her word that she would pay the difference of $379.45 prior to the delivery & I did not charge her for the new delivery either. She then wanted to pay for the difference on the day of delivery with a check given to my drivers, which we do not do, but I agreed to do it to help her out since she didn't want to drive to the store. Upon delivery, as I was worried about, the fridge was too wide & the left door was hitting a light switch on the wall when the door was opened. My drivers called me & I gave them and **** very detailed resolutions... 1.) She can keep the new fridge, give my drivers the check & have the light switch moved 2.) She can send the new ** fridge back to the store, keep her check, leave the old fridge there & select another one to replace the defective fridge with She demanded that we take both fridges back & give her a full refund, but I explained to her that she had not purchased the prior fridge from Big Red and it was a credit from the manufacturer towards the new fridge. I told her I would gladly let her keep her check, we would bring the new ** fridge back to the store, and she could work with the manufacturer directly for a exchange/refund to see if they would send her a check for the defective fridge that came with the home she purchased. She decided to keep the new replacement ** refrigerator, gave the check to my drivers for the difference & the defective refrigerator was brought back to the store. Invoice was closed out & delivery successfully completed. I went above & beyond to work with the manufacturer to help **** get a new fridge even though she never had anything to do with the original purchase.