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April 2024 by Maureen Jackson
We shopped at Marcella's as we like to support local. Our dishwasher suddenly died and we had to get another one as I was going out of town the following week. Went in on Wednesday, had Alex as a salesperson and bought a dishwasher. As we couldn't wait for delivery, we went Friday morning to pick it up at the warehouse in Schenectady. Got home and had a licensed plumber/electrician hook it up. When we took it out of the box, the inside of the dishwasher had a horrid smell (as if it had been used). The paperwork inside of the dishwasher looked as if it had been wet and dried and had black mold on it. We thought this was odd. The front of the dishwasher also had some minor scratched and didn't have the protective film. We thought that was odd as well. When the dishwasher was taken out of the box, water (more than usual) went all over the floor. Again, odd. So, installed dishwasher and turned it on to make sure no leaks and water (like a huge river) immediately came pouring out the bottom of the door! We turned it off and couldn't see anything wrong except that the door seemed to be quite loose on the bottom and there were no adjustments. I immediately called Alex and was told I had to go through customer service and make a repair appointment so they could make sure it was installed correctly and then we could return it for a new one. So, after alot of run around with customer service, we had an appointment for their repair personnel to come look at it on Thursday (hubby had to take the day off work as I was out of town). So, Thursday comes, repairman comes and says everything is fine with the installation and that he had to order a brand new door and door seal! We said - no - we haven't even used this dishwasher (almost $500) and that was not acceptable. We wanted to return it and get a new one. So, I called Alex and was told the only thing we could do was pay 50% restocking charge and then get a new one! That they couldn't say the issues with the dishwasher were because they didn't install it! I said well your repairman said it was installed properly and that there was something wrong with the dishwasher. After several phones calls and being told they couldn't honor the return because they didn't install it (I said well I wasn't aware that a lemon of a dishwasher couldn't be covered under a manufacturer's warranty because they didn't install it!) - a complete run around. Finally, after going above Alex's head to a manager, and after getting a slight runaround from him we got a credit on the dishwasher and picked out a new one, over the phone, for us to pick up Saturday and we had to deliver the defective dishwasher. I have emailed Alex now (2x) to let him know he credited us for the cost of the dishwasher but didn't credit the sales tax. So, we have paid sales tax on 2 dishwashers but only own one! No customer service after you purchase something. Get the run around when you have issues because we didn't have Marcella's install the dishwasher......all I want is an email back that we can get credit for the sales tax. Probably won't buy from this company again. We made 2 trips to Schenectady (we live in SGF) (so 3 hours of travel) and got nothing for it. No nothing. Just a disappointed and frustrated customer. I spoke to Mr. Marcella. We got things worked out. For our troubles, he said he would add a year onto our warranty and we would receive an email. I have not received an email almost 24 hrs later.
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November 2023 by Tammy Moore
My husband and I were very grateful to have met and work with Ryan to purchase our appliances.We purchased a frig, dishwasher and range, and will definitely come back when we need a new washer and dryer!Ryan was professional, attentive, and definitely knew details on all of the appliances. He responded quickly to all of our calls, and worked hard to get the best deal for us.We will definitely be referring our friends to him, as word of mouth is the best advertising!Thank you,Tammy and Wendell Moore
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October 2023 by Linda Daley
I had an appliance delivery. They are slow to respond when they do something wrong. Their delivery truck destroyed a part of my house and here I sit without power for two days trying to repair my house and I have not even heard sorry. Beware of the delivery truck.
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August 2023 by Grant McCosh
Love this place. Buy all of our appliances there. Great service you don’t get with the BIG BOX stores. Always a fam
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July 2023 by Sonam Willow
Best prices. Careful skilled delivery drives. Got a wonderful washer dryer set and we are loving them!
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May 2023 by Mary W.
In need of a washer & dryer I chose a family owned business and am I ever glad I did! Jonathan was friendly, professional and a great help in choosing the set that most fit my needs! I cannot recommend them highly enough!!!! Easy peasy and the price point on target!!!! And I'll have my washer & dryer in 10 days!!!!
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April 2023 by Doug C.
We purchased a Bertozoni Stove $7,000. 4 times we need repairs being done and they still are fighting repairing it. Don't buy Bertozoni and Marcellas puts it back on the brand. Not good.
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December 2022 by Chris Fletcher
Great service and a wonderful shopping experience. Craig made our choices easy. Look here before going elsewhere.
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December 2022 by Craig
Probably one of the worst ever experiences I’ve had purchasing and installing new appliances. Once they received the final check and made delivery of the appliances only two of the appliances were installed and the only one installed correctly, the refrigerator. Washer and dryer were installed backwards but the rude sales manager stated she would fix them and switch the washing machine and dryer doors around for me. After dealing with the sales rep then waiting for customer service to call for three days I was put in touch with a customer service manager who then passed me to a sales manager who was very rude and backed his salesforce up impeccably. After paying for installation fees and told our stove would be equipped with a converter for propane which never was put on the stove we still don’t have our dishwasher hooked up as the installer didn’t have the right parts to install it correctly. The installer which came up also couldn’t even take the old microwave out with the tools he had in his truck and our electrician gave him the proper tools to take out the old microwave. Paid full price for installation and one thing was installed properly, the refrigerator. We purchased a refrigerator, microwave, gas stove, dishwasher, washing machine and dryer. I would not and will never recommend this company as their customer service is the worst I’ve ever experienced, you are passed along once your money is paid and according to their sales manager his sales team could not get anything wrong but they did with our order. Stay away you will definitely have a better experience with Home Depot or Lowe’s
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December 2022 by Charles Beck
I was looking to purchase a dishwasher and have it installed in a rental unit.I called and spoke to Alex, an associate in sales, and asked him when their next available install appointment was. He told me that he did not know but could help me pick out a model.It seemed lost on him that it would be a waste of time to explore purchase options if the next install date wasn’t going to line up with our tenants move in date.When I told him I would rather know when the install could be performed, before wasting his time and mine discussing a purchase that may not actually happen, he told me he “doesn’t have that information” and would have to transfer me to customer service. He transferred me, and as another reviewer pointed out, customer service does not always answer their calls, and I was transferred into a voicemail.I called back a little bit later and a different rep answered the call. She was slightly more helpful, asked where the appliance was being delivered to and if she could put me on hold for a moment. She ended up accidentally hanging up on me. I called back, and she took my name and phone number and told me that the employee that could answer my question is currently working with someone else and would call me back quickly.I am dumbfounded at how nobody working in sales has any clue what as to what the service/install schedule looks like. I wasn’t looking for an exact answer, if they said “about a week” or “about two weeks” that would have been more than sufficient.The disconnect between sales and service is a bit concerning, and then reading the other horror stories on here (an installer couldn’t remove a stripped screw, really?) I will definitely not be ordering any appliances from this business.I only called Marcella’s after speaking with two reps at Earl B. Feiden, both of whom told me, without hesitation, that their next install date was 12 days from today.Marcella’s - it would be helpful for your customers if your employees selling your products could communicate approximately when appliances can be installed.
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December 2022 by Kathy Zayicek
Alex gave us outstanding customer service purchasing our refrigerator and washer. Very informative, courteous, and patient with us as we had a lot of questions, he was able to answer all of them.
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December 2022 by Thomas C. Keane
Recently purchased a new refrigerator from Marcella's Clifton Park location.We worked with Mr. Ryan Caruso who was absolutely fantastic! Mr. Caruso was very professional and patient. This recommendation was inspired directly from our interaction with him. He helped us out when our old unit died during a weekend and on top of that, during the supply shortage. Found a unit remaining in stock in Schenectady. Ryan and the Marcell's team had it delivered and set-up by Monday. I give Ryan and Marcella's Appliances my highest recommendation. Thank you Ryan.
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September 2022 by Joseph S.
When buying things like cars or appliances I usually know what I want so there isn't really any salesmanship involved. Regardless, I was attended to promptly and any questions I had were satisfactorily answered. More importantly the delivery service was excellent. Arrived in the early part of the window, were efficient, competent, professional, and treated my home with care and respect. Recommended. Don't take chances with the big box stores just to save a couple of bucks.
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June 2022 by Patty H.
Our fridge died and we were in desperate need of a freezer QUICK! Marcella's called us back almost immediately and found exactly what we were looking for and even allowed us to go pick it up at the warehouse since it was urgent. We will definitely shop here again.
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December 2021 by Ricky Gerlach IV
At the time we bought our dishwasher and stove everything went pretty smooth. Mike was a smooth talker and knew his stuff, we were pleased with how we were treated on the front end.In dealing with the service end it has been a different story. We have not had the dishwasher 8 months and it has broken down 2 times. With not being able to use it for a month each time as we wait on parts and their service staff to make time to come out and look at it and then fix it. To get onto their list you need to call and leave a message. They don't answer the service side phone, you have to leave a message and they get back to you in their time. After the tech came he said he would look into it and call us back with a timeframe of fixing it. We did not get a call. 2 weeks later I called to see what was going on, it will be several weeks for the part. They advised me to call the manufacturer to complain.I was sold this dishwasher by Marcellas and do not feel they have communicated well or taken care of their customer in the long run. They seem to want to sell and move on to the next sale. This was the first and will be the last time I buy from them. Truly sad, as we were pleased with the front end, just missing the follow through.
