Queen Appliance & Mattress Superstore

was checking local suppliers for a new Samsung Refrigerator with a price tag of $6000.00 dollars and found that I would have to wait 4 months after ordering to receive the product. I decided to check on line and found Queen Appliance offering the same exact model number for $3600.00 plus a 5 yr additional warranty I laughed. Two days later I placed my order online and received a phone call the next day for a nice lady in their sales who informed me that the product was on back order and I would have it in 3 weeks. I said OK mainly because the lady seemed honest and I knew I would have the money credit back to my credit card. I wanted 3 weeks and was going to call and have my accounted credited when I received a call saying my delivery was the next day. The delivery people arrived with my brand new still in the box Samsung Refrigerator and two weeks letting I received my 5yrs additional warranty in the mail. Samsung registered my product and I have still been over whelmed at this entire process. Queen Appliance does deliver!!! more

Seven months after my appliance delivery, I still have not received the Queen Appliance rebate. I've called and emailed to no avail. more

I was in the Phoenixville showroom, was working with their GM, and had a nice experience while I was there...and was also given a rebate on one of the 3 items that was ordered! When we realized that one of the items that was going to be ordered was actually incorrect, they were unable to match the price at another dealer, their GM, said that he understood completely if we chose to purchase that item someplace else. After much thought, we chose to purchase 2 of the 3 items through Queens. When I called to confirm, I left multiple messages for him, and never got a returned call. When I finally got a hold of him I mentioned that I had left several messages, and wanted know if he got them before I went into the details of our decision. He said that he didn't have a voicemail (which he does because it is on his business card), and that he only gets messages on the main message system. When i told him that i had left one there as well, he then said that they don't use that one either. I should have known then that it wasn't going to end well. I told him of the choice we were making, and would like to order the other items with the rebate that was quoted on one of the items we were still purchasing. He proceeded to say it was for the item we were canceling...when this was NOT the case when we were ordering all 3 initially. When I politely told him otherwise, he proceeded to tell me that he would have to ""check on that"". I mentioned that I had the paperwork in front of me, and that this had been discussed in the days prior. He still continued to say that he didn't believe this was case, and then proceeded to say that he was canceling my order. When I asked why, his only reply was that by law he can choose to cancel any order he wishes to. PLEASE under no circumstance do business with Queens. He was very rude, and went back on his word. I would rather work with people that can be trusted and pay an additional amount of money for the appliance, than work with people that can't be trusted. If you do choose to go there, stick to your guns, and make sure that you take good notes of everything they say...because you never know what they will do. more

If you're in the market for a used appliance, by all means avoid using Queen Appliance Wholesale. I rent, and the rental came with a washing machine. This machine broke and the LL ordered a new one from this store. It was delivered and that's about where the good service ends. They installed it incorrectly so that when the washing machine drained it drained throughout the second floor. This caused a mess which I cleaned. Then I called them. No answer no reply. I called again and got Rebecca she said she would tell her mother. Hours went by... I called again and got a very rude lady who said ""she would look into it."" I am not hopeful that this will be fixed any time soon. I realize my landlord was trying to save money but they were very rude. They have cost me an entire day first waiting for them to come and install this thing and then hoping they'd come back and fix it. They will not call me back and I still can not do the wash. I know people need to save money, but if your savings is a scant 100 or so think better than to use this company. If your'e taking off a whole day of work you will not come out ahead, if you have to take several days to wait for them to ""look into it"" you're quite far behind. The only satisfaction I had with this company was writing this review. more

I recently needed 18 CRT-type 13"" TVs for a job I was working on, and talked to Eric Soloff, Operations Manager of Queen Appliance. He was very friendly, and quoted a delivery price, and got the sets shipped promptly. Everything was as promised...except... Unfortunately, when the credit card was billed, it was for $36 more than the quote. Once I was able to alert Eric to the overcharge, he called me to apologize, and promptly credited my card for the $36. Everything worked out great with my dealings with Queen Appliance, and I'd recommend the business. Plus if you do have any problems, a call to Eric, or an email to Customer Service, should rectify any errors. Harry in New Jersey more

As the Operations Manager for Queen Appliance I am very aware of this particular complaint, even writing this response 8 months later. To start, we never intended for such a frustrating situation to occur, and we are sincerely sorry. Every time I read this review online, I regret how easily this problem could have been avoided. In the spirit of good business, however, it is only fair to address some of the facts. In the end, it turns out this refrigerator's ice maker simply needed to be pushed back into place more securely, which solved the problem entirely. As the dealer and installers, it is completely our fault for not checking this initially. To be fair, as this is something that comes pre-installed by GE, it is not something that NORMALLY needs to be checked. Sometimes you really do learn the hard way about the little things that can make a huge difference. However, the GE Service technician ALSO missed this crucial detail, yet he was the one diagnosing the problem after the complaint was made, which is why he thought to order new parts. When GE told our customer that the parts would be back ordered for at least a month, our general manager asked for 1 week to have the refrigerator completely fixed or we would take it back (which had been agreed upon). If every dealer took back every USED refrigerator each time an initial complaint was made, we would all be out of business. After 3 days we received numerous phone calls stating that we had not lived up to our promises. 3 days is not a week, but I do understand the sense of urgency. We managed to acquire all three parts: a new motherboard, a new power supply, and a new ice maker within a few days. None of which were actually needed. If only the GE technician cared as much about our customer as we do to look more closely... without his mis-diagnosis, this problem could have been resolved right away. We sent our OWN technician, rather than utilizing the free warranty service to diagnose the problem (and he arrived even after being involved in a car accident on the way to the house). We would have come sooner, but per the customer via many emails back and forth INSISTED ""DO NOT send anyone here if you DO NOT have all THREE parts."" We did as we were asked, and fixed the problem within minutes, without any parts needed. If only customers realized that most companies leave you to the manufacturer and their policies, which is not our standard practice in an emergency. Regarding the phone calls, we know that some days and weeks are busier than others, and it's never professional for customers to go to voice mail. Fortunately, I have a new, advanced phone system in the works, and we're all very excited for its launch! If anyone has trouble getting through, please, please email me at eric@queenappliance(dot)com. In the end, we don't want to squabble over silly details. The refrigerator's ice maker should have been installed properly from the beginning and we're all very relieved for the situation to have been resolved. We hope the $200 credit which you did eventually receive helped you understand that we truly do care, but more importantly, we're very sorry! more

I bought a very expensive GE Profile refrigerator from this company a few weeks ago. The ice maker has never worked. I called for service and waited a week for someone to show up from GE. He said he needed parts and would be back the following week. Well, then the trouble started. The parts are on back order, GE said, the day before the repair guy was supposed to show up again. At least a month and then they wanted me to call them to set up the appointment and who knows when they'd be able to come out! I went to Queen Appliance and told the store manager I wanted a new refrigerator. He refused out right, saying he wouldn't be able to sell the old one if he gave me a new one! Then he promised all sorts of things and so far hasn't lived up to a single one--except to leave one message. When I call, I can't talk to a person because nobody answers the phone and thus I can't reach the company owner to complain. I will never buy another appliance from this company. I am stuck with a very expensive appliance that never worked properly and from what I am reading online, is a lemon from the get go. Cons: Won't stand behind their products more

Eric Soloff here, Operations Manager of Queen Appliance. We shared your frustration with the warranty company and are so sorry to have passed you off onto them! Since your post, we noticed a lot of similar complaints (from both customers and our own internal staff) and therefore have successfully and happily switched to a more responsible and responsive extended warranty company. We hate waiting on hold to be greeted by unprofessional representatives, so I know you do too! In addition, we have developed an extremely close relationship with an amazingly talented local service company who we always recommend when possible. This allows all of our customers to receive prioritized treatment and also allows us to help with your service call scheduling if you prefer. The difference has been a breath of fresh air in what used to be a stressful situation for everyone involved. Lastly, our Scratch & Dent appliances (one segment of the appliances we sell) are purchased by us as brand new appliances with full manufacturer's warranty. If one is a lemon, we are upset also, because we bought it with the understanding that they are in perfect working condition. However, we now spot check and test these brand new appliances anyways to help minimize issues such as the one above. It sounds like the situation described above happened during the extended warranty period, which means at least 1 year after the purchase (sounds like 3). Unfortunately, appliances with or without dents can have service issues, as they are all machines, however we learned the hard way that we need to have a closer involvement with our customer's struggles! Today, our newly created position of Customer Service Manager handles each service issue personally and is readily available. I know we've let you down, and hope that our reputation as a family business who cares can be restored. To this customer, I'm extremely sorry, and I'd be very interested to get more information so I understand the situation even better (contact me at eric@queenappliance . com)! Years later, I certainly hope that everything was resolved, but I hope we don't have to put another customer through the same type of experience. more

Z Pros: Local showroom more

Bottom line: Queen Appliances sells ""scratch and dent"" items at good prices, but they don't Service the items they sell. They make a sale and are done w/you. When that imperfect item breaks, you're stuck with a giant warranty company (GE) and vendors who don't care about you because you didn't buy the appliance directly from them. I would've been better off paying $100-$150 more at Sears (Lowes etc) just knowing the item is new and the company selling me the item will fix the item. My Story (heavily abridged): Pros: Price, If you get lucky it won't need a repair Cons: Very Risky with unknown condition of inventory, Lousy warranty company if it's a lemon more