We purchased 5 items (stove, fridge, hood, dishwasher and dryer) from Goemans on the recommendation/reputation of Goemans for providing good quality appliances and service. We are happy with the appliances, however, it was a nightmare to receive them.
The appliances were part of a full kitchen renovation. With any renovation, a delay in one aspect can snowball and delay everything down the chain. Our appliances were scheduled to be delivered the day before our granite counter top was to be measured. The appliances were needed to ensure that the measurements could be done accurately.
They have a funny policy of asking for full payment 2 weeks in advance prior to delivery. No problem... as long as there are no issues.
I was told I would get a friendly call to make payment as we had purchased them a couple months prior. No call... I had to call to check if I indeed had to pay. Their response was pay or your delivery would be terminated. I immediately hung up and drove to the store to pay. I was guaranteed at time of payment that my delivery was on schedule and would receive a call the day before delivery to confirm the time.
The day before delivery I received no call. I followed up and they said the reason I did not get a call was because the order had been bumped 2 weeks due to non-payment. You could imagine my response, as they didn't even have the courtesy to inform me. The manager was away and the shipping dept was closed. Next day I received no call from anyone and rather than waiting drove down to the store to talk to someone.
I spoke to the manager and he apologized for the mix-up and assured me my delivery would be on the first truck next morning to arrive prior to my granite appointment. I was happy with this solution, but needless to say problems continued. Essentially the next morning, the delivery truck was delayed and showed up after my granite guys had arrived and completed their work. The measurements were done and not optimal. When I called to enquire where was the delivery truck, I was informed it was in Toronto... so what happened to being the first delivery...? Then I get another call saying my delivery was not on that particular truck but on another that had mechanical problems... the excuses were getting ridiculous.
Needless to say, Goemans jeopardized my kitchen renovation. Had my granite guys not been accommodating, this would have meant a further 2-3 week delay in rescheduling another appointment. A kitchen reno is not an experience one wants to live through (cooking/eating in temp space). It is frustrating when you are anticipating the end of a long process to have it delayed by what we believed would have been the easiest part of the process. What is so hard about delivering appliances on time, especially when they have been paid for in full? So for 2 long days (felt like an eternity), we didn't know if the appliances were going to show up and whether this would cause further substantial delays.
Overall, although the manager promised he would solve our problem, there is clearly something wrong in the company structure that prevented a smooth resolution.
For our pain and suffering, a $200 credit was offered... Goemans was not getting any further business from us.
I will never again agree to paying full price in advance of receiving any goods, and would recommend that if anyone is considering buying from Goemans to fully engage the company at multiple times to ensure delivery is on time.
Having been to the store multiple times, I was became aware that delivery issues were not uncommon.
Another major issue is if you are building a custom kitchen to not rely on the specs given to you by Goemans... they are inaccurate! They of course will blame the manufacturer. We bought a counter depth fridge... and it stuck out 3 inches more than the counter. This resulted in our contractor needing to recess the wall behind the fridge in order to give us the 3 inches. I would recommend that you take your own measuring tape to measure the floor model, including anything that might stick out, such as electrical, etc.
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