Goemans Appliances

Instead of re writing my story I am just copying the various emails I sent to the Goemans store manager in Mississauga about the challenge I ran into with a brand new Broil King BBQ.
Good Afternoon T.......,
Thank you very much for taking your time regarding my concern with the gas hose attachment in the SIGNET 20 NG BBQ.
The gas hose attachment inside the BBQ is too close to the black painted structural part # 41 to the right. The gap between hose and metal part is 2 mm. The heat, reflecting from the black painted structural part, already burnt into the material of the existing gas hose. (Which you took a pic of). I’ve attached the photos I had provided you this morning. You mentioned, I can expect a call from your service department today. I again tress the fact, that we now do not have a functioning BBQ – especially looking forward to Canada Day tomorrow. Please provide the email address to contact Broil King. Thank you. His answer: Hi Edward
I have sent everything off to the customer service department.
You can email Broil King at info@omcbbq.com or call NORTH AMERICA CUSTOMER SERVICE: 1-800-265-2150. My response:
Good Afternoon T......., Thank you for your response. Yesterday evening at 7.30 pm we came to your store – explaining the same concern to your two female associates at the reception desk. They were both talking about nothing else than the customer service department. We asked to speak with a technical person within the store. As after 10 minutes nobody showed up to help us – we left. To say the least: my girl friend is furious. I’m getting there. Customer service department. We’ve heard that too often in the past two days. Fact is – we expect to have a solution and a functioning BBQ by the end of the day. (6 pm) His response: Hi Edward - The issue has been sent off to customer service they have to deal with it. I have no way of resolving the issue at the store level, it has to be handled by service. I don't know if the will be able to resolve issue by the end of the day but if they can they will. T....... Bottom line: Goemans service department never responded. Unqualified and unprofessional behavior. There is no customer service at Goemans. A week later Broil King responded.
I asked both companies to never contact me again. Imagine: 10 years ago I bought a very expensive cast iron BBQ at Goemans.
I will never recommend Goemans, as well as Broil King, to anybody that wants my opinion based upon the above-mentioned experience. To Goemans: Do not write back: "Hello, we are very sorry to hear this. Can you please send us an email with your contact information so that we can look into this? CommunityManager@Goemans.com Thank you." Any response from Goemans is useless.

I will start by saying the sales staff were excellent. They were extremely helpful, answered all of my questions and they even price matched an unadvertised sale from a different retailer I chose to purchase through Goemans Appliances because previously I have had great experiences with them.

After Christmas 2014 Goemans had their boxing day sale. We went in to look at dishwashers and found one that we liked. The sales team was very helpful answering our questions and even price matched the item with a flyer we had presented. We had the dishwasher delivered a week later. Upon opening the package (of which the box was intact) the dishwasher made a clicking noise when opened and had a lot of resistance. Immediately we stopped installing it and called Goemans. The customer service was only slightly helpful. We explained our problem but nothing could be done until a service rep from the company came to look at the unit. A few days later a gentleman showed up and said the unit had likely been hit with a forklift. It would need to be replaced. I called Goemans with the news but nothing could be done until the service man sent his report to the manufacturer and they contacted Goemans with how to proceed. I had to make repeated phone calls of which I was assured something was being done but it takes time to replace a unit and paperwork had to be filled out. Although we were without a dishwasher for a few weeks they sent our new unit and even had a man install it free of charge. We were pleasantly surprised. It has been working wonderfully in the 6 months we have owned it. Although it took a while to get sorted out, everyone was courteous and we are very satisfied they stand behind their products.

I would definitely not recommend dealing with Goeman's appliances in St. Catharine's. Purchased kitchen appliances under the impression that all would be delivered. The fridge was not available as was not in stock. Why was I not notified at time of sale? I work for a large manufacturing company that strives on Customer Service. When we sell our customers products they are delivered or we lose the customers. We did receive a lovely loaner fridge with a dent in the door and missing the bottom vent cover. Looks great in our new kitchen! The sales person stated that in her notes I was notified that the OTR microwave must be vented before the gas line could be installed for our new gas stove. I was not notified, the installer arrived, refused to install the gas line and now we are without a stove as well. I am also being charged for his trip. Why would I not vent this if I was aware? Oh yeah, I was looking forward to using my toaster for another week LOL! Subway here I come!!

I would never recommended Goemans Stoney Creek due to the manager’s deceitful manner. Goemans Stoney Creek had their "Private Sale" on March 28-29th where they advertise "Pay No Tax" and "$400 package rebates." I went in and spoke with a sales representative previous to the sale and was told that these deals would be offered WITH Goemans price matching. He was so bold to say "but you don't have to worry, we will beat all prices before you even have to price match." During the sale I purchased 4 appliances and Goemans sale prices were nowhere near my price matching. I was told my final price after price matching, tax and the rebate. When I went home to calculate I noticed they had not given me the "Pay No Tax" money back. I went back the next day and asked to speak with a manger and he proceeded to speak down to me and insult my reading ability in reference to their fine print that states, "Amount equal to HST will be deducted from your Goemans regular price at the time of purchase". I asked for them to validate that offer by taking the tax off my regular price and he said, "I'm not going to take a loss because you did some research."

I purchased a dryer January 4 and was guaranteed delivery within 10 days after 10 days no one contacted me. I had to contact the stony Creek location store twice before I received an email back telling me that there was a problem with manufacturer. They said they'd call me back but I received no call, eight days later I called again. Now I'm being told I have to wait until February 3 at the earliest to receive my dryer. horrible horrible horrible customer service stay away from all Goemans stores. I Have never ever had such poor customer service at any other store ever, I rather pay double then ever purchase anything from Goemans ever again. They don't even know how to pick up a phone to call you and advise of what's going on. After you pay for an item they wash their hands and it's up to you to call and beg to receive your PAID appliances. It's appalling!

I had problems with this fridge and the Electrolux company.
Goemans has excellent staff - the salesman and manager did everything possible to help sort everything out. Geomans has true customer service and made sure I was looked after. I would highly recommend anyone to make Geomans their first stop when appliance shopping.

Ordered 4 appliances, with delivery date of Oct 28/14. All but fridge was delivered. Fridge was not delivered until Dec 5th, with constant calling. Induction stove stopped working Xmas day. Still phoning still waiting. Not very happy with this poor service. Will not recommend Goemans to anyone.

I purchased all my kitchen appliances this past September and the sales experience was a good one but ever since it appears the follow through not so much. My stove didn't arrive till mid December and the induction stove hasn't worked properly since the day one. Several service calls and my repeated requests from day one that I just want to return it and replace it with a non induction stove have not produced any results. It appears that having reached out to everyone for a month without a working stove, a lot of talk but zero results.

Goemans promise to provide superior customer service throughout the purchase experience DO NOT BELIEVE IT. They saddled us with delays, abdication of responsibilities to install etc etc and all this to end up 3 days before Christmas without an oven and a 12 kg turkey to cook. No one at Goemans cared ! Don't go there is our advise.