I purchased 7 highend major appliances from Tasco. The delivery people took the boxes the appliances came in, and left the appliances covered with the sticky paper that adheres to the surface of each appliance for protection. My husband signed a paper stating that everything was delivered in good condition. The same day they were delivered, we took the paper off the appliances and started installation. We found that the Dacor refrigerator had a missing footkick and that the Dacor microwave convection oven had a small dent in the stainless steel door. I phoned Tasco customer service on Monday (the appliances had been delivered on Friday). They told me that they would get Dacor to send me a footkick for the refrigerator. As for the microwave, I was told that they would send someone from Factory Appliance to see what the damage is and then order a replacement door. I told them I wanted an exchange of the microwave. They told me they do not exchange of replace, they will only fix our "used appliance". I told them that this was a brand new appliance that was delivered two days ago and that we didn't notice the dent on the door until we took off the plastic protective paper. I was told that this was their policy. I had no choice but to get it fixed. Two weeks later, someone from Factory Appliance (his truck was under the name of Enbridge gas) came to replace the door on the microwave. My husband watched him as he tried to pry apart the door from the microwave. The "service technician" ended up damaging the new door and also the bottom of the microwave. He told us that he would recommend a replacement microwave. We phoned Tasco again and they told us that another door was being ordered to replace the damaged door. I told them that the technician damaged the bottom of the microwave and that a replacement should be ordered. They told me that they do not replace "used appliances" and that they are going to order a part replacement for the bottom of my microwave. At this point I was furious. I have had this microwave in my house for two months now, never having used it, sitting on my counter in pieces. A microwave that cost me about $900.00. I could have bought a microwave from the Bay or any other department store and returned it for a full refund or exchange. I urge people not to buy anything from Tasco. Customer service is the worst I have ever experienced.
- Approximate cost of services:
- $24,000.00
- What could this company do to improve their services?
- Allow exchanges and full refunds if you are not happy with your purchase.
- Any advice to offer fellow homeowners facing a similar project?
- 1. Shop around for a better price. I took a quote for exactly the same appliances to Caplan's Appliances. Caplan's gave me a quote for almost $2000.00 less than Tasco. Unfortunately, I had signed a contract with Tasco that stated that I could not cancel the contract, I would lose my deposit. I would have to buy something with my deposit in order to get out of the deal. I went back to Tasco and told them that I would cancel the deal if they couldn't match the price. Tasco ended up matching the price. You need to be careful with Tasco. When they quote you a price, they do not actually write down the price of each item on the invoice, they give you a package price and this way you do not actually know how much you are paying for each item. Therefore, it is difficult to compare prices with another store. I kept an itemized list of all the prices and any changes that I made to my invoice. 2. Read the fine print on the contract you sign. 3. Do not get trapped into putting down a deposit for appliances you are not going to need for a year.
- Company Response
This is so unfortunate to hear, and are truly sorry that occured. Once delivery is made all of your appliance(s) come with a full manufacturer's warranty which states not to replace but to repair.