CAPLAN'S APPLIANCES - NEVER BUY FROM THEM.
After five months of fighting and finally having to talk about contacting consumer advocy, Caplan's has decided to do what they should have in August. It was not easy as they tried very hard to dismiss us - telling us "This was not something they cover". This was the most horrible customer service I have ever experienced. After waiting for four months for something we were told would be a two week wait, we took delivery of a new refrigerator. Upon installation, we had concerns as it would not seal properly and were leaving for a three week holiday. A neighbor checked on our house and found a foul smell, discovered the unit/compressor had failed and we lost an entire refrigerator of food and medications. We had to come back from our holiday to deal with this. A replacement unit arrived and it had a tear in the waterline. A (second) brand new Whirlpool unit had a tear in the water line and Caplan's did not go to bat for us on this with Whirlpool. We had to accept repair and we had to negotiate (and threaten) Whirlpool to get an extension on the warranty.
Caplan's refused to compensate us for the $800 of lost items, the President of the company would not speak to or write me and there was a complete dismissal of our loss. Not unitl I threatened to contact consumer advocates did I get any consideration.
I WILL NEVER PURCHASE FROM CAPLANS NOR WHIRLPOOL AGAIN. YOU SHOULD BE VERY CAREFUL WITH THEM. THEY DO NOT STAND BEHIND THEIR BRAND AND HAVE THE POOREST OF BUSINESS ACUMEN. I ran a business for thirty years - when we messed up, we acknowledged it and did the right thing. CAPLANS works hard to get the sale and falls on every level after. A service person told us "you are not special" when we asked for a delivery window becasue we had to return from holiday for delivery.
BRANDING LESSON TO CAPLAN'S AND WHIRLPOOL. BAD REVIEWS HURT. DOING THE RIGHT THING GARNISHES GOOD RESULTS AND GOODWILL.
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