Canadian Appliance Source

I purchased a washer / dryer with "white glove" delivery and installation from Canadian Appliance in November. The in-store purchase was easy and uneventful.

On the Tuesday, when the washer / dryer were delivered, the driver realized that the washing machine was damaged so they were never brought into the house.

I called the next day to arrange delivery for a new washer / dryer. I left numerous unreturned messages for my salesperson and the store manager. I finally decided to drive over to organize a new delivery. The store manager acted as if he was doing me a favour by coordinating a delivery for Friday morning.

Friday came, the driver unloaded the new washer / dryer and removed the old one. He tried to install the new washer / dryer but said it was too complicated and left in a huff. I spoke to Cash, the warehouse manager, who was able to coordinate delivery for the washer / dryer the following Tuesday and promised to send his "A-installation team". It took the guys 10 minutes to install the washer / dryer Tuesday evening.

I was grudgingly given a partial refund for delivery and installation, spent the weekend at the laundromat, received no apology and was made to feel as if this whole mess was my fault. The shining light of empathy and competence was Cash the warehouse manager. The store manager, salesperson and customer service staff were surly and of little help.