Grand Appliance & TV-Orland Park
Reviews and Complaints

My husband and I have been waiting for our stove to be delivered since July 11, along with our other appliances. We were only notified via email, not even a phone call, less than 24 hours before the scheduled delivery that it was on back order. The only option they offered was to deliver the floor model, but not at a discounted price, on July 28 or wait until mid August. This has left my family without a stove since July 10, as we had our old one removed. As a result, we have been eating out, which has become very costly. We are extremely disappointed and upset with the customer service we have received. This whole experience has been terrible. It really needs to be resolved!

I bought a washer and dryer from this store. In less than a year, both machines stopped working. I reached out to the store and the company, but nobody got back to me. I think they sell broken stuff.

I contacted customer support about my improperly installed microwave. The bolt fell and it was all crooked. I sent some pictures to the customer service team and they gave me a work order S001-4681 for Grand Appliance to check out the cabinet. We agreed that Grand would fix the microwave installation. But then they didn't show up, so we had to reschedule and got a new work order S090-2868. Finally, on February 26th, a crew came and said the microwave was installed wrong and they couldn't remove the bolt stuck in it to reinstall it properly. They took some pictures and sent them to their office. They said someone would call me, but I haven't heard anything from Grand Appliance. Now I have a microwave that's 2 years old and works fine, but I can't use it. Every time I talked to the Grand Appliance representative, he acted like my problem was new and I had to explain it all over again. He also said they left me a bunch of messages, but I never got any. That's not true. I just want my situation fixed.

I ordered all my appliances from Grand Appliance & TV in November, spending a whopping $20,000. I made the necessary deposit for delivery in March, but later decided to push it back to April. They told me to use their texting system to inform them when I was ready for the delivery, assuring me that it would be no problem. So, I did as instructed and sent them a text. However, I never received a response.

After a few weeks, I decided to give them a call to find out what was going on. To my surprise, I learned that the texting company they were using had gone out of business and hadn't been working. They never bothered to inform me about this. On top of that, they informed me that the oven range I had ordered was no longer available, and they couldn't provide an estimated date for when it would be in stock again.

Frustrated, I decided to reach out to JennAir's customer service to see if they could provide any information about my order. Unfortunately, they couldn't help me directly since my order was through Grand Appliance. However, they suggested that one of their sales representatives could call Grand Appliance's order desk to get an estimated date for me.

So, I called Grand Appliance again and spoke to a guy who told me that their estimates were unreliable and that there were no updates on my order. I was never informed that I would be given the runaround when it came to the delivery date, especially considering that I should have received my appliances in March.

I have two young children and a disabled veteran husband whom I take care of. It's crucial for me to have a functioning oven so that I can properly feed and care for them, especially considering their special dietary needs. I specifically ordered a larger oven for this purpose.

In May, my husband and I purchased appliances from Grand Appliance in a local town. We bought a fridge among other items, but it wasn't in stock. After a 3-month wait, they scheduled delivery for 8/20, right before our week-long trip. Upon arrival, we noticed a dent on the fridge's bottom side, which was visible beyond our newly remodeled kitchen cabinets. Disappointed, we contacted our salesman and shared a photo of the damage. He offered a replacement or $250 compensation. We chose the replacement, as it didn't compare to the fridge's $1750 cost. Nine months later, we're still awaiting the replacement, having repeatedly reached out to the salesman for updates on stock without any response. It's surprising that an appliance store hasn't restocked fridges since August .

In April , I met with *** to discuss buying appliances for my home, which was still being built. I decided to go with Thermador appliances for my whole kitchen, which came to a total of around $30k including installation and tax. I made the necessary deposit and in August, I reached out to Bill to make sure my appliances were on order, considering the delays caused by COVID-19 in the industry. Bill reassured me that my appliances would be ready and available.

Around October 19th, my builder contacted Bill to inform him that the appliances needed to be delivered on October 29th. Bill called me to let me know that he had received the message from my builder and that the appliances would be delivered as requested. My final walk-through and inspection were scheduled for October 30th, with the closing set for November 4th.

However, at 6:30pm on October 29th, I received a call from Bill (because my builder made him call me) informing me that the fridge and freezer towers I had ordered were no longer in production by Thermador. He had no idea when the new models would be available. This news came on the same night the delivery was supposed to be made, and it was also the night before my final walk-through and inspection by the appraiser. Bill claimed that he had just found out about this.

The appraiser refused to sign off on the inspection report because the appliances were included in the mortgage, and their absence was a significant issue. As a result, my closing was delayed by 10 days while we had to rewrite the mortgage and clear underwriting. I had to move my family into a hotel and incurred additional costs for inspections. Later, I discovered that the units were actually in another Grand warehouse.

As of today, I have a hood cover installed above my range with exposed protective wrap, which is not flush with my ceiling. Additionally, I have 8ft tall fridge and freezer units propped up in my kitchen with strict instructions not to touch them as they can easily tip over. With three kids, you can imagine how scared I am on a daily basis.

LIES, PROMISES, and more LIES. I was told by *** S, the Orland store manager, that I wasn't lied to. I was just misinformed by the salesperson ***. He said, and I quote, "I was misinformed like the Democrats do"...that's the level of professionalism we're dealing with. On 1/31/22, we bought and paid in full for a KitchenAid suite for a total of $5,859.21 (SO19-28793). Salesperson *** N repeatedly assured us that all appliances were in stock and could be delivered whenever we were ready. We told him we would be ready for delivery the last week of March. No problem. On 3/24/22, we were contacted and delivery was scheduled for 4/4/22. On 4/4/22, the stove and microwave were delivered, with no mention of the refrigerator or dishwasher not being delivered. We contacted *** N and he apologized, saying the refrigerator and dishwasher were still *** days away. On 4/29/22, still nothing. We contacted *** N again and were told the refrigerator would be delivered on 5/4/22 and the dishwasher no later than 5/6/22. We insisted on better communication, and he said he would call, text, or email us with any new updates. On 6/1/22, still nothing. We were never contacted. We called and had to leave a message for ***. *** called back and left a message for us to call back. We called back and spoke with the store manager *** S, who "misinformed" us that the refrigerator and dishwasher were on back order and promised to contact us to keep us updated. On 6/10/22, still nothing. We contacted the corporate office and spoke with ***. He assured us that he would get in touch with their KitchenAid rep and would call, text, or email us back with a delivery date ASAP. On 6/14/22, still nothing. We contacted corporate again, and the only option was to leave a voicemail for ***. Later that day, we called again, and the only option was to leave another voicemail for ***. On 6/17/22, *** N from the Orland location, not corporate, contacted us, but there was no firm information about delivery. They said they would keep in touch. LIES.