Goemans Appliances

If you buy from here, cross your fingers that you never have to deal with anything pertaining to warranty.

We went to the Goemans in London to look for a laundry pair. I particularly was looking for items in stock as my old single stack unit finally decided to call it quits. We priced out several front load pairs and the salesman was extremely knowledgeable and helpful.
As there are two other appliance stores in this particular strip mall, we went and got additional pricing and product availability. Though we found an in stock and cheaper unit we liked, my husband had seen a Maytag set at Goemans and liked that it is North American made.
The Maytag unit was a floor model, which I like because it was available immediately. We arranged for a stacking kit to be ordered and we even picked the units up ourselves two days later on a Thursday when the stacking kit came in.
Here is where everything went downhill.
Once we got the units in the house (I arranged for extra hands for this). We got them all hooked up and stacked. Washer worked right away. Dryer made a loud knocking noise. Somehow the seam of the dryer was rubbing the side of the dryer.
I call the store immediately and am told they can't help me. I have to call customer service who was now closed for the day. Upset, obviously, I send an email to my salesman to address when he got in the next day asking how I could get this rectified quickly. (Btw, this email was never answered)

Next morning I call customer service. They tell me earliest I can have a tech come is Monday morning (thanks for making me take time off for this now). They also tell me that if it is because we installed it wrong that we had to pay for the servicing. I informed them my mechanical engineer husband followed the instructions of adding two clips to stack it so I was pretty sure it wasn't installation related.
Tech comes Monday morning to look at my washer. Yep, they told him my washer. That is what the paperwork they sent him says too. He opens the dryer, listens to the banging, takes the top of it off to watch it spin and tells me the whole drum is out of shape and is bouncing. His suggestion, a whole new unit as it is under warranty.
Call head office and they tell me I have to wait for the tech report before anything can happen. They tell me they will look into it in the morning because it could take that long.
Yes, they did call me in the morning, They talk to Maytag and Maytag agrees the unit should be replaced. When, who knows, because it could take weeks to come in. Depends when they get a truck in from them. I'm livid because of the huge inconvenience this has now caused and no one can tell me when it will be rectified.
Maytag exchange department calls me directly to discuss my exchange options. My unit was a floor model because it was being discontinued and replaced with a newer model. There was no stock for this and they offered me the newer model. I agreed as long as it was the model that replaced my current one so that the pair still matched. They asked me to call the store to see if they had any in stock for me to get it quicker than waiting for the truck to send one.
Talked to the same salesman and he didn't have any in stock. He was going to talk to his manager, who was currently away to see what the procedure for this was. I get a call a little while later from him telling me that head office said because I was now getting a brand new unit I had to pay an additional $200 because my original unit was a floor model.
I call Maytag back to tell them to take their dryer back altogether if I had to pay a dime. They assured me that wasn't the case and they would sort it out for me.
I call Goemans head office when I hear nothing back to confirm this. Was hung up on 3 times while on hold. Finally was told a truck with some unit was on its way and I may have one by the end of the week. I would get a call to set up a delivery time.
I get a call the next night (Wednesday) to arrange disconnection of my current unit on Monday before delivery can take place. Fine, at least I'm hearing something. Friday comes and instead of a phone call I get an email from someone I have never talked to at head office telling me my dryer was being delivered in Tuesday. I am the first deliver and my time slot is between 9 and 12.
Disconnection happens Monday as planned. Tuesday comes and I'm home from work again waiting.... Get a phone call telling me they will be here at 11:30. Sounds like first delivery to me. They were very nice though and extremely competent with what needed to be done. Though they do not install. I now had to wait for the same guy who disconnected to come back and reconnect.
I had his number from when he called to arrange a time previously. He tells me he isn't planning on coming until the next morning (Wednesday). Yay another day home. Thanks Goemans. I asked if he had the rubber mounting strips that come with stacking kits as ours were mounted to our old unit and I was told they know what to do and would take care of it. He tells me he doesn't have any would have to find out what to do and would get back to me. I get a call that night from his colleague telling me he had some strips that would work and they would be by early the next morning.
Thankfully all replaced and hooked up now. What an ordeal dealing with a head office who just want to brush you off and drag it out. They told me it could take weeks, Maytag tells me it shouldn't be longer than 3 days. Installation is a 3 day process. If it wasn't because of warranty we would have told them we would do it ourselves.
Two weeks it took to get resolved. I could have ordered a brand new unit elsewhere and had it delivered in the time it took for them to service and exchange. I bought this because it was available immediately and we were supporting a North American company. Apparently my inconvenience and frustration with their head office brushing me off and not taking this seriously is ok because I got a new unit that was not a floor model.
Thanks for not giving a crap about how your customer feels or how badly you are putting them out.