ComplaintsforKarl's TV, Appliance & Furniture

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/4/24 I went to Karl's in Yankton for a new washer & dryer. I asked about the Speed Queen brand. She showed me the Speed Queen stacked laundry. We talked about its features, and I specifically asked if the washer is large enough to handle a thick king-size comforter. She said that a king size comforter fits, but it doesn't have a ton of room to move, so it just needs to be washed, flipped inside out and re-washed. It's not ideal, but I decided I could live with that and proceeded to purchase. We were in the process of moving into a new home, so it took a few weeks before I opened a box that had the king-size bedding. I proceeded to wash a king-size mattress protector, and it came out with a huge black mark and a large rip in it! I ***led Karl's and spoke with ****, who stood by the fact that the machine can handle king bedding. He said I'd need to take up my complaint with Speed Queen and gave me their phone number. I ***led and was immediately told that if I would have ***led them prior to purchasing they would have told me that the machine absolutely cannot hold king size bedding, but they couldn't help me beyond that. I spoke with **** again & asked him if I could exchange of the set I purchased for a new, larger one. He refused & said he would need to talk to Speed Queen. He didn't **** me back, so I ***led him & again received nothing other than "the machine can handle king bedding, take up your complaint with Speed Queen". Speed Queen remained adamant it cannot handle it. I ***led ****'s manager, **** Same story. Neither **** nor *** will **** me to try to resolve the situation. I have to **** them and each time they tell me its a Speed Queen issue. But the fact remains - their salesperson told me the machine could handle king bedding & it can't. I'm not asking for a refund, only for credit toward the purchase of a new laundry set that fits my need. I have pics but the form won't accept them. Please contact me with an email to send to.

  Business response

  09/12/2024

  Karl's has reached out to Speed Queen to confirm that the stack unit could handle a king sized comforter and they have confirmed that it can.  I have Attached the "Point of Sale" POS that Speed Queen has for that washing machine along with the specifications for the stack unit and the stand alone unit.  Speed Queen did send a $150 Goodwill Allowance for the Mattress Protector damage to the customer.  Below is the email that I recieved from Speed Queen explaining that this product can handle King Sized Comforters.  

  ****

  Here is the King Size POS material for Speed Queen front load.  This shows the standalone front loader, the ******** is the same washer in the stack configuration.  I also attached the spec sheets for both the stack and standalone options showing that they have the same capacities, etc.

  Customer response

  09/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have evidence the machine cannot handle king size bedding.  The POS material was not attached for me to see, but in my conversations with Speed Queen, I have gotten the same response each time - it cannot handle king size bedding.  First, Karls and Speed Queen need to get on the same page.  Second, there shouldn't be any "qualifications" on which king size bedding pieces it can handle, after I've already purchased based on the salesperson's statement that it can handle all king size bedding.  Further, Karl's sent a service person to inspect the machine and even he said it cannot handle king size.  It seems to me like a case where either or both Speed Queen and Karl's are trying to dupe a customer (me) into purchasing a product that does not suit the needs of a household with king size bedding.  I'm asking Karl's to stand behind what their salesperson told me when I specifically asked the question prior to purchasing about whether or not the washer could handle king size bedding.  The salesperson said it can, so it should, but I have evidence to the contrary.  And by the way, the $150 from Speed Queen did not cover the cost of the ruined bedding.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased refrigerator with ice maker in February 7, 2023. Delivered approximately 2/28/23 without icemaker, dented door with bad seal, damage to the threashold bringing it into the house. Finally took a credit on the ice maker on 4/21/23 as they had no idea when we could get it. Still waiting on the new fridge door, Made several phone calls for status of fridge door only to hear it's on order, or the next person we'd talk to said they will get it ordered. Finally had a door delivered, I don't recall the month. It was scratched up worse than the original door. They took it back saying they will get a new one ordered. Made phone calls throughout the next several months with no resolve - still on order and/or "we'll get it ordered." ONE YEAR AFTER ORIGINAL PURCHASE : February 2, 2024, talked to ****** She said we should have the new fridge door here within 2 weeks and they will get delivery scheduled. After about 3 of 4 weeks, we called again, The girl I was talking to said she would check for it and call me back. She called back to ask me if the fridge is white. I stunningly said "Yes". (how would you not know this?) So, they had it and scheduled delivery for the following week. Upon delivery, they brought a FREEZER DOOR................... Today, July 5, 2024, still waiting for the refrigerator door. **** ** ****** ***** *** **** ***** ********* ** ****** ****** ***** ************ **** **** ************

  Business response

  07/16/2024

  Hello,

  I was able to speak with ******* ******** ****** about the complaint and not receiving the door in a reasonable timeframe.  We did arrange for our delivery team to arrive at ******* house on 7/23/24 and replace the door on the Refrigerator. 

  ***** **** **** **** ****** ** * ********* ******** **** ** **** *** ***** ****** ** *****    

  Customer response

  07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  I can't imagine they will NOT show up and I can't imagine they will bring another wrong or worsely damaged door this time.  Looking forward to this being behind us once and for all.  We will see what comes next Tuesday.
  
  ********** ****** *****

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a range and refrigerator on 05/20/2024. No delivery was set up as it was back ordered. As it was not to be delivered within stated time I cancelled and requested a refund on 06/16/2024. Although they claim refund was processed my bank never received it.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been waiting 7 months for my freezer door. I keep getting the run a round. They don’t have any answers for me. I am sick of it. I have had to go out and buy water and ice. I have an extended warranty on my refrigerator. It is almost done. Please help

  Business response

  06/20/2024

  Good Morning,

  We have received the second response on this complaint.  We were unaware of the first attempt on this complaint and unsure where it went.  We have had a door on order for the customer and has been on a factory backorder.  We were able to find a replacement door for the consumer and have did ordered it.  

  I contacted **** and advised her that we should be receiving the door on 6/21/24.  We will inspect it to ensure there is no damage as it is coming from across the country and is being handled several times prior to arriving here. We will then arrange a time for the technician to come back to her house and fix the Refrigerator.  We also visited about the situation and the delay in getting a adequate response to her.  I did assure her that we would take care of the problem she is having and will follow up with her in the future. 

  Thank you,

   

  **** ****

  Karl's TV & Appliance Inc.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 25, 2023 I purchased a ***** mattress for $1,999.99 from Karl’s TV, appliance & mattress in Bemidji MN. We were promised a 120 day sleep guarantee stating if for any reason we did not like the mattress we could exchange or return it for a refund. I went to the store approximately 3 weeks after the purchase and stated the mattress was too firm and we could not sleep on it. The manager ( I believe) ***** told me we needed to give it time. I returned on day 113 and stated we absolutely cannot sleep on this mattress as it leaves us with shoulder, hip and back pain. She then stated she wished I wouldn’t have waited so long as now she has a time constraint and more than likely cannot help us. She told me I had to send her pictures of both sides of the mattress, the tag on the mattress as well as the base we put it on and text them to her that night. I told her this was not possible as my husband works nights and I would need help handling a King size mattress. I was told that was my only option and that she more than likely would not get it to her ***** Rep in time to help us out. And since I did not buy the box springs from them that more than likely that’s the problem and her Rep would refuse an exchange and/ or refund based on that. The salesman ****** was the one that told us we did not have to purchase the box springs with the mattress and this was confirmed by ***** customer service. We are now stuck with a very expensive mattress that neither one of us can sleep on. I have attempted to reach out to the corporate store, ***** mattress and my bank. We are out a lot of money due to Karl’s not honoring their promised sleep guarantee. We did absolutely everything we were told we had to do to assure this guarantee including keeping it covered the entire time with a mattress protector purchased from them.

  Business response

  06/04/2024

  Customer was called on 5/24 by Karl's after calling into our main corporate location.

  At that time, customer was offered the original 120 sleep guarantee on the mattress it they could supply pictures that were needed by ***** to verify that the foundations bought else where were approved by ***** for the warranty claim purpose.

  Customer came into Bemidji store on 5/25 with the needed/required documentation that needed to be sent into ***** per there required warranty process. At that time, customer was offered the mattress guarantee.

  On 5/28 Customer ***** and husband came in and picked out the one time sleep guarantee exchange mattress.

  Customer will be getting their new replacement mattress delivered to them within 1-2 weeks.

  Exchange documentation is attached.

   

   

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a refrigerator about 60 weeks ago when the refrigerator was delivered to us it was dented and damaged they had supposedly submitted a request for replacement doors. After 7 months of follow up and talking with someone that actually decided to follow through, the doors came the next week. I planned a delivery day and then they decided to come unannounced so I had to leave work went home and let them in, after removing everything from the fridge and all the things the took one door off and said oh they ordered the wrong part you only need the panels not the full door. they took the doors and left and said someone would be contacting us. Well that has not happened and nor does anyone return any phone calls. I have now called 6 times in the last 2.5 months and "the person" I need to talk to is somehow never there and the person that answers the phone apparently cannot do anything. So now after waiting over a year for a replacement panels I would like a response, the appropriate parts that we were promised and should have gotten within the first month, and a discount if not a refund for all of the time I have spent trying to get an answer and update.

  Business response

  12/08/2023

  Hello,

   

  We did receive the complaint from Stacey Goar and had our local Store Manager ****** ********* call the customer.  We did go out and replace the door, however the left side door panel was damaged at time of installation (12/4/23).  The original panels that were/are on order for the customer are on backorder.  We did go out to the house again and replaced the panle with another one we had on display.  That panel was not warped like the previous one, but does have a scratch on it from installation.

  We do have another panel on order for the customer, but has not been resolved as of this letter.  However we are diligently working to get one to our Watertown store and have been in contact with the customer.  The customer is appreciative for our team's quick response this week.  We look forward to taking care of her scratched panel as quickly as possible.

  Thank you,

  **** ****

  Director of Sales

  Karl's TV & Appliance Inc.

  **** ** **** ***

  Sioux Falls, SD 57105

• Initial Complaint

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/02/2017 I purchased a refrigerator and a 5 year service contract. The service contract cost $159.99 to cover any repairs, the contract said if no service was needed in the 5 years, you would get back $79.99 as store credit. In December 2022 I stopped into the store to get paperwork for the refund and promptly mailed it in. On October 13,2023 I called the store to inquire about the credit I should have received. They said they would check and get back to me. On October 17, 2023 I got a voicemail from ***** at Karls saying the warranty company mailed something to me in February, 2023 and tried to call me several times without success, therefore the credit of $79.99 was void. I have lived in the same house for 25 years, I did not receive anything in the mail or phone calls. I did eliminate my landline phone 4/30/2022 but, cell number has been the same. I just want Karls to honor their part of the written agreement and refund the credit.

  Business response

  10/24/2023

  We attempted to reach *** ****** today at 1525 hours, but were unable to reach him. Left a detailed message that Karl's will most certainly honor the instore credit that was offered at the time of purchase in 2017.

  Our message was left to have him reach out and contact *** ******* at the Sioux Falls location phone number of ************.  We look forward to hearing from him and resolving this issue 100%

  We consider this matter closed.

  Karl's TV Audio & Appliance Inc.

  Customer response

  11/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 25, 2022 we placed an order for appliances for a new home we are building. The incentive was a projected price increase and significant rebates offered on pairs of appliances. I told them we were not ready to install yet. We were told they had to order the appliances anyway, it would take a couple months to get them in. By placing the order now we could avoid price increases and lock in the rebates. We placed an order for a washing machine, clothes dryer, dual fuel range, range hood, refrigerator, dishwasher, and micro-wave oven. The total bill was $9,385.77. This included, the appliances, extended warranties, and delivery charges. Half the payment was due at time of order, which was paid. The other half was due upon delivery. When the contractor was ready for installation of appliances, we contacted K****s, paid the second half of the bill and they were delivered and installed. After delivery we could finish the rebate process. That was in May of 2023. We had difficulty getting everything submitted and K****s said they would help shepherd the process. After a couple attempts, K****s assured us August 13, 2023 that all documentation was complete, the rebates were approved, and we should have our rebates in 6 weeks. We've been told multiple times the rebates are approved. Today is October 20, 2023, still no rebates, however we did get an email saying that our rebate is on hold, they need more information. Yet we've given this information multiple times. K****s has told us, it is a third party vendor, they have no control, it was out of their hands. All I want is the flipping rebates I was promised by K****s. K****s will no longer help getting the rebate, yet they continue to advertise the rebates as a hook to get people to buy. If they are not going to stand by their advertised rebates, and make sure they are good, they need to quit advertising them.

  Business response

  12/01/2023

  Below is the response from the rebate company.  We will follow up with the rebate company on payment to the customer. 

   

  As of 8/15/23 this was the rebate company’s response:
  
  Reference I************
  
  Thank you for your email.
  
  The rebate has been approved at this time for the amount of $225.00.

  Customer response

  12/08/2023

  We received a debit card, which is only a portion of the promised rebate. When we went to use it,  it was declined.  When I called card services number on the card, my available balance is zero. The fraud continues. Thank you for embarrassing me as well as cheating me.

  Business response

  12/22/2023

  Both rebates for this customer have been approved by the rebate companies.  The $225 rebate card that did not have any money on the card happened when we ****** were informed from the customer that they have not received any rebates from the compay.  We asked the rebate company to resend the rebate to the customer and when they reissued another card to the customer they canceled the card that was sent.  The $100 rebate was resent as an electronic version and the customer wants the rebate in a card form vs electronic.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a ****** washer and dryer set from Karl's ** **** ****** in June 2020. I paid for the extended 5 year warranty. On 4/6/23, the washer quit working mid cycle with our clothes locked inside. I called Karl's and received the worst customer service. The service employee repeatedly told me they are short staffed and to call the manufacturer if I needed to get my clothes out of the washer. They ended up getting a technician to come 4/10. The tech came and stated he needed to order a part that would take 7-10 days to receive. We have yet to hear back about the status of getting the part and it is 4/26. I have called both the **** ****** and *** ***** location and have not received any answers. More than once, I've heard that they can't find the open order. Often, the employees I speak to speak over me and berate me with excuses on why they can't do their job. I have left 2 messages with the "manager" Shannon and have not had a call back. Overall, a very disappointing experience and we are still stuck without an operating washer.

  Business response

  05/01/2023

  We apologize for your experience. We strive to service our customers in a timely professional manner. We like others in the industry have suffered from a shortage of employees in this post pandemic economy. In this particular case the warranty company was trying to get a hold of our guest to get her approval to repair the machine and were unable to do so. It is their policy to contact the guest for approval of the repair in cases where the repair cost is in excess of $***. I've spoken with our guest since this incident and have taken ownership to get this resolved as quickly as possible. With the assistance or our *** ***** service manager and the *** ***** store manager we were able to get the repair approval this morning. Parts are ordered and our technician will be there Thursday to repair. Our guest has agreed to this plan of action.

  Customer response

  05/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Megan *********

• Initial Complaint

  03/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Karl's Appliance Store **** ** **** ****** ***** ****** ** ***** To whom it may concern: Purchased recommended number of high quality ** appliances on May 23, 2022 for REBATE. Delivery was completed in September 2022. Rebates were submitted September 2022. Several emails to rebate company plus calls to rebate company. (They assured me $****** plus a 30 day waiting period in October 2022) Spoke several times with agents at Karl's Appliance about rebates and they pacified me with their business persona that they would research this issue. March 12th 2023 - NO REBATE with again the same email that the **** prepaid card will be issued within 30 days. Its been 5 months that I have been waiting for money that was guaranteed to me. I am irate because this money was assured to me by Karl's Appliance when they were selling me these products. They encouraged me to take into account the rebates. They kept insisting it was their ** representative who was responsible with no compassion for an initiative to assist a loyal paying customer.

  Business response

  03/13/2023

  In response to Ms Mimi *************** complaint, we are addressing it with the rebate center.  In reviewing the documentation that was presented at the time of sale, the value of the rebqate would have been much more, however a change in the refrigerator model, affected the amount to be issued on the rebate.  The rebate as originally purchased, qualified for a **% rebate, along with an over the range microwave installation and delivery rebate. 

  With the changes made on the selection of appliances, Ms **************** qualified for an appliance rebate of *% from ** for a total of  $******.  In addition she qualifies for an additional rebate in the amount of $*** for the delivery and install.

   

  The total due to Ms *************** is $******.  We are commuincating with the rebate center and and thier teams to verify that the rebates have been filed and on time, and that they have been or are being processed, and getting an ETA for issue and receipt of the rebates to Ms ***************.

  We have reached out to Ms *************** today at 3:53 pm and left a voice mail message to contact us so that we can assist in getting this situationresolved in a positive manner.

   

  We will again respond to the compaint and complaintant when we have the infromation as written above

   

  Respectfully submitted

   

  Tom ******* - for Chuck ******

  Karl's TV Audio & Appliance Inc.

   

  Business response

  03/29/2023

  This matter has been resolved 100% positive.  The rebate company had previously sent and complainant had received one of the 2 rebates she identified.  at the time of the complaint the first rebate had been received and redeemed 100% to a total balance of $0.00

   

  The second rebate for $*** was sent and was received by the complainant during the week of March 20th and she redeemed and used portion of the balance on that card.

  I did speak with complaintant and she acknowledged receipt and all should be resolved and this matter is closed.

   

  Tom ******* - Karl's TV & Appliance Inc.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩