Complaints

This profile includes complaints for National Appliance Warehouse, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

National Appliance Warehouse, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  National Appliance Warehouse, Inc.

  2101 Concord Pike Wilmington, DE 19803

  
• 

  National Appliance Warehouse, Inc.

  675 Middletown Warwick Rd Middletown, DE 19709-9639

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an issue with our LG refrigerator. We purchased the extended warranty through NAW in September 2021. The refrigerator was delivered to us DOA. After issues with the employees and them not doing anything to rectify the issue I filed a complaint with the BBB. I received a call from the owner and we worked out the issue, and he made everything right. Fast forward, and 3 weeks ago our refrigerator completely lost cooling. All of our food spoiled. We contacted NAW and was told it would go through the extended warranty we purchased through them & that they would have someone out within 48 hours. Then days later they said they couldn’t find a technician in the area. Then they scheduled a technician who failed to show up. Then they went back to saying they couldn’t find a technician. When my wife called into NAW to continue trying to get a resolution she was met with a condensing person on the phone. 3 weeks had gone by with no refrigerator. I spoke with the person handling the claim at the warranty company & she said she was having trouble getting someone to come out. Then I got a text from a company saying they would come out a week later. I responded that it would have been a month with no fridge by then. That company without reason canceled the appointment. I spoke with the warranty person again & Scott Hutchinson the GM. I was told they’re having problems finding people that service our area. After more days of no resolution, I told the warranty person and Scott that I would drop the refrigerator off at NAW where it was purchased. Scott called me from NAW, then switched over to his personal cellphone to continue the call. He told me that he talked to the owner and he was friends with the chief of police where I worked and that he would be calling the chief. He threatened to call the police on me if I came to the store. He used profanity, called me a bully. He said he had authorization for a refund but wasn’t doing it because I didn’t deserve it.

  Business Response

  Date: 07/01/2024

  We are sorry to hear about the difficulties you've faced with your refrigerator and the extended warranty service. We provide excellent customer service and take all complaints seriously. We would like to clarify some aspects of the situation:
  Initial Issue Resolution: When you initially reported issues with your refrigerator, we worked diligently to resolve them, ensuring that you were satisfied with the outcome.

  
  Recent Issues: We understand the frustration caused by your refrigerator losing cooling and the subsequent spoilage of food. Our intention was always to provide a prompt resolution. We coordinated with the extended warranty company and did our best to secure a technician for you. The warranty company faced challenges in finding a technician in your area.

  
  Service Challenges: Once obtaining a factory authorized technician, despite our efforts, You were not pleased with a factory authorized technicians time line of less than a week to arrive to your home to evaluate and make necessary repairs.  You texted the servicer back explaining that it was "unacceptable", and gave the manufactures servicer many harsh words resulting in the manufacturer canceling your service request.

  
  Customer Interaction: We regret that your interactions with our team did not meet your expectations. While we aim to provide respectful and professional communication, there were misunderstandings and exchanges that did not help resolve the issue amicably. Unfortunately we cannot have disruptions in our stores, or met with threats by our customers.

  
  Drop-Off Incident: There was an incident where the refrigerator was dropped off on the public sidewalk if front of our store This is a 3 year old allegedly not working refrigerator. This action was disruptive and led us to involve local law enforcement to ensure the situation was handled appropriately.

  
  Termination of Relationship: Given the escalation and the nature of interactions, we made the difficult decision to sever our relationship. We believe this was necessary to protect our employees and business.

  
  Next Steps: We advise you to continue working with the extended warranty company for further resolution regarding the refrigerator. They are best positioned to assist you with any outstanding service or refund issues.
  We apologize for any inconvenience you have experienced and hope for a swift resolution through the extended warranty provider.

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. The response alleges that I gave harsh words to the warranty associate. This is untrue. I never threatened or used profanity, and simply explained that it was unacceptable to be left without a refrigerator.The response also mischaracterizes what occurred. The warranty company had continual issues with sending a repair person to repair the refrigerator. I told the store manager that I would bring the refrigerator to the store. He advised that he could not accept it because it was used. If anyone was threatening, it was the store manager who said he wasn’t gonna ***** ** ***”, and resorted to name calling, referring to me as a “bully”. He also threatened to contact my employer as he knew that I am a law enforcement officer. He also said that the owner of the company already called my chief of police, and that he also spoke with “him”. I did drop the refrigerator off at the store. The manager threatened to call the police on me while I was driving there, and then changed his mind and said he had a refund authorized but wouldn’t do it because I don’t deserve it, again instigating the issue. Regards, Complaint ID: 21874091    

  Business Response

  Date: 07/11/2024

  We appreciate your feedback. Regardless of differing recollections of the events, the fact remains that you discarded your refrigerator. Your issue is with the extended warranty company, not National Appliance Warehouse. Due to the disruption caused, you left us no choice but to involve the Middletown Police Department and have it stated that you are no longer permitted in our stores, as well as a statement outlining your conduct with our staff including the General Manager. 
  Your warranty is the responsibility of the extended warranty company. We advise you to contact them directly and explain the situation, including that you discarded the refrigerator. Investigate if they will provide any reimbursement.

  To the BBB:

  I am requesting the closure of this complaint against National Appliance Warehouse. The issue at hand does not fall under our purview for the following reasons:
  The customer in question has discarded a three-year-old item and is now demanding a refund. However, the customer's warranty is provided by a third-party company. According to the terms of this warranty, the third party is responsible for issuing repairs and refunds, which are only considered after attempts at repair have been made.
  Given that the item has been discarded, it is unclear how the extended warranty provider will proceed. Nevertheless, the initial point of contact and resolution should be with the contracted responsible party, which, in this case, is the third-party warranty provider.
  Thank you for your understanding and assistance in this matter.

   

• Initial Complaint

  Date:06/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought a ilve range oven it was delivered broken only 1 burner works handle keep coming off was told the parts are going to be delivered a year ago that was a lie called store and warranty department getting ignored I was told by store it's not there problem it's warranty department they just want your money don't care about customers I want my funds returned to my credit card and take this oven out of my house like I said it arrived broken and also this is the second oven that arrived broken the first oven the door was scratch and the rear was smashed and having serious issues with this company and it looks like they have been getting away with it according to the reviews that's not right they shouldn't be in business people filed complaint and no results according to reviews

  Business Response

  Date: 06/21/2024

  Dear BBB Representative,
  In response to the concern raised by Mr. Stanley ****** regarding his range, I would like to provide some context and details about our actions to address the issue.
  Mr. *******s range is covered by a two-year warranty. Unfortunately, the distributor "Superior Marketing," who originally handled the sales and warranty claims, has gone out of business. This situation has caused significant difficulties for many customers nationwide, including Mr. ******.
  In an effort to support Mr. ******, we took several steps to resolve his issue:
  I personally arranged for the necessary parts to be overnighted to Mr. ******.
  We had a certified servicer reach out to Mr. ****** to schedule the replacement of the problematic part.
  Despite these efforts, Mr. ****** has indicated that he will only accept a full refund for his 19-month-old range. In response, I provided him with the manufacturer's warranty information and sent digital copies of the factory warranty. However, Mr. ****** has maintained that a 100% refund is the only acceptable resolution.
  At this point, Mr. ****** has the repair parts, and the manufacturer's servicer is ready and waiting for him to set up an appointment to complete the repair.
  We are committed to providing excellent customer service and assisting Mr. ****** in resolving this matter within the terms of the warranty. We hope he will take the necessary steps to utilize the warranty service available to him.
  Thank you for your attention to this matter.
  
  
  

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I want total amount of my money including warranty it's been 19 months soon as I complained to BBB then they shipped parts to my home and started calling and emailing me trying to fix the oven after 19 months of me trying to get my oven fixed I don't want anymore dealing with National Appliance Warehouse period want will happen next time they do very bad business and there records show what they do to customers I was told by management that they are not going to refund my money so what do I do can't let them take advantage of me even if I have to go to court the proof is there now they want to fix the problem 19 months later after I called BBB on them what does that say about them and how they conduct business just want my money returned and take this oven out of my home period  Regards, Complaint ID: 21843769    

  Business Response

  Date: 07/11/2024

  Firstly, we would like to clarify that National Appliance Warehouse is the retailer and not the manufacturer of the appliance. The manufacturer is responsible for the warranty and service of the product. When we were informed of the unresolved service issue via the BBB complaint, we took immediate action on your behalf to help expedite the resolution.
  Upon receiving notification, we facilitated the overnight shipment of necessary parts from the manufacturer to your home. Our intention was to assist in resolving the issue promptly. We understand that this came after your efforts to get the oven fixed, and we regret any inconvenience you may have experienced during this time. The product distributor, known as "Superior Marketing," went out of business. This halted all import and export sales and parts from the manufacturer. The BBB is well aware of Superior Marketing and the complaints from businesses and retail customers.
  It is important to note that the manufacturer's warranty requirements necessitate servicing the product to address the issue. We understand that you are seeking a refund, but this does not align with the standard procedures for warranty repairs, especially since the oven has not been serviced yet. Refusing service and insisting on a refund does not comply with the manufacturer's warranty terms.
  We genuinely want to help you resolve this matter. Continuing to file complaints against us as the retailer, when the service responsibility lies with the manufacturer, will and has caused delays. We have made every effort within our capacity to assist you, including arranging for the parts to be sent to you. The servicer has reached out to you multiple times to schedule your repair, but you have not responded. When I spoke with you personally, you explained that you will not be having them service it and that you will only accept a refund.
  We encourage the customer to allow the necessary service to be conducted, as this is the only way to address the problem with the oven. We are committed to ensuring you receive the service you deserve.

  To the BBB, our request,

  We request that you close this dispute as it is deemed erroneous. The customer's demand for a refund fall outside the retailer's responsibility. As the retailer, we have taken every step within our capacity to assist the customer by facilitating communication and parts delivery from the manufacturer, who is responsible for the warranty and service of the product.
  The customer has refused to allow the necessary service to be conducted and continues to demand a refund, which does not align with the manufacturer's warranty terms. We believe that continuing to engage in this dispute will not lead to a resolution, as the customer's expectations are not aligned with standard warranty procedures.
  Thank you for your understanding.
  Best regards, National Appliance Warehouse.

• Initial Complaint

  Date:04/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After our dryer died, my wife and I purchased a Maytag washer and dryer from a salesman named **** at National Appliance Warehouse on Monday, 4/1/24. He told us the dryer would be available for pickup on Wednesday and the washer on Friday. I removed our old washer and dryer Wednesday morning and I picked up the dryer with no problem. When I called Friday morning to pick up the washer, I was told **** had been transferred to Wilmington. The person who answered advised me that they don't get a truck delivery on Fridays so our washer wasn't there. He checked and said it was on backorder but didn't know when one would be available. He promised to write the Maytag rep an email to find out and to copy **** on it. After not hearing anything, I called Sunday and spoke to ****. He advised me that there's a portal that showed our washer wasn't going to be available until May 2nd. As we had already removed our working washer, I told him that wasn't do-able and asked to speak to a manager. After insulting me, he said none was available but would have a manager call Monday. Approximately 15 minutes later, **** called back, said he reviewed our order and that there was a different washer available immediately. The only difference was it had an impeller vs. an agitator. Rather than take the bait and switch to a lesser dryer, I asked again to just have a manager call. Monday I called again after lunch when I didn't get a call and spoke to Joe. He took my message and told me a manager would call later Monday. After still not getting a call, I spoke again to Joe just before 8:00 p.m. and advised him I was filing a complaint with the BBB and that maybe this will get NAW to honor their sale.

  Business Response

  Date: 04/11/2024

  Hello, It is a very unfortunate circumstance that the customer has purchased a backordered washer. Due to misinformation given by the manufacturer, the item was expected to arrive but has been delayed. We have offered several options to resolve this issue, including an upgraded model or a refund, and completely understand that the customer would like the unit that he has purchased. We can not be held responsible for a manufacturer's backorder or misinformation, and will expeditiously refund the customer his money, or notify him as soon as we have an update on the arrival of the washer he has selected. We have exhausted every avenue to secure this washer, but Whirlpool simply does not have one at the moment. The most recent information that we have received is that we should have the unit by the end of this month. Again, we have received misinformation in the past, and hopefully this is not the case again. We will contact the customer as soon as his washer arrives, unless he notifies us, prior, that he would like a refund.

  Customer Answer

  Date: 04/22/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The business is not accepting any responsibility for the actions of their salesman **** or their store in Middletown, instead blaming Maytab for selling me a washer that wasn't "available". According to the Manager *****, **** was "bitten by the dots". Apparently this happens frequently enough that they've coined a term for it. He explained that it refers to the manufacturer's site that gives the date the item should be available,  followed by three dots, meaning it could be later. When we purchased the washer and dryer 4/1/24 we were told we could pick the dryer up Wed. 4/3/24 and the washer on Friday,  4/5. We were never told the item was back ordered so their claim we purchased a back ordered washer is inaccurate.  Likewise, their response claims we were offered an upgrade or refund. **** offered us the same quality of washer with an impeller instead of an agitator. After doing some research, a salesman in a different store told us that some manufacturers like Samsung & LG originally made on impeller models but had to start making agitator models since consumers didn't like or purchase impellers. Even on NAW's website, the impeller model of the washer we purchased was priced less. **** also offered us another Maytag model with fewer options. After he got involved, ***** offered us a white version of the washer, apparently not realizing that we had already picked up the gray dryer. Needless to say,  we did not accept their offers for models that were inferior or the wrong color to what we had purchased. Neither **** nor ***** offered to refund the difference had we gone with their offers, nor dud they offer a refund. Again their response is incorrect. Despite being told multiple times the washer was back ordered and not available until early May, on Thursday 4/18/24, ***** called and let us know the washer was "no longer back ordered" and should be available for pickup the next day.  On Friday  4/19/24 I picked up the washer without incident. I was not even given an apology. This entire experience lends credence that this was an attempt to bait and switch. After paying over $2000.00 dollars for a washer and dryer, there were multiple attempts to get us to accept lesser, more inexpensive models than what we had paid for. After declining to accept, the washer we had originally paid for was miraculously no longer on back order and available to pick up the next day. Although some would just chalk this up to poor customer service, the company's response refusing to accept any responsibility compels me to not accept it. They should not be allowed to continue this outrageous behavior.  Regards, Complaint ID: 21549416      

  Business Response

  Date: 05/13/2024

  Due to ongoing supply chain issues beyond our control, we've experienced unexpected delays in receiving certain products as initially stated, including the model ordered. When the customer made his purchase, we had the understanding that the washer was expected to arrive within two days. This is the reason that the customer was told he could pick up the dryer on one day and the washer two days later. To offer an alternative and avoid further delay, we suggested a different model and / or refund. We understand that this option might not have been ideal, especially if the customer was expecting a specific product, the alternative offered was to try to avoid further disappointment or inconvenience this may have caused.
  Our team has been working diligently to manage ongoing supply chain issues, but the manufacturer estimates of arrival are subject to change with little to no notice. We understand how the timing of our offer to switch models followed by the sudden availability of their preferred model might seem odd, however, because we escalated the issue to our Whirlpool rep, we were able to expedite the shipment, resulting in the washer arriving earlier than expected. We received the washer ahead of this revised date. We promptly reached out to inform the customer that the washer is now readily available. The customer picked the unit up from our location the following day.

• Initial Complaint

  Date:07/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had problems with this company since we purchased 3 appliances 2 years ago. First was the bosch dishwasher, day 1 didn’t work. That ultimately had to be replaced after months of back and forth but getting communication, answers and action was nearly impossible. Getting actual action from this company has been abysmal. Now the 2 year old LG dryer isn’t working. And come to find out, they also never hooked up the washer and dryer properly leaving out a huge component and limiting the function. We have called this company for the last 4 days about this complaint with no call back. We have the Warrenty. We want a call back with actual action in place such as a date and time that a service person will be out to fix the problem of the heating not working for the dryer. Our last experience with the dish washer has left us so regretful of purchasing from this company. Just fix, or replace or refund our money. We will happily go elsewhere in the future.

  Business Response

  Date: 09/18/2023

  Hello,

   

  On 7/10/2023 We were contacted by the customer, ****** ********, reporting an error code on her dryer. We immediately dispatched a service call to the warranty company, who contacted LG Factory Service. LG Factory service was not able to set up a service call in a timely manner. Following a phone call from the customer on 7/18/2023, we dispatched another service call, and requested that the warranty company expedite the call with a local authorized servicer. The customer was set up for a 7/31/2023 service call with a local provider. Upon troubleshooting the call, the servicer was told by the customer that they did not know why they were being dispatched, and that the dryer works fine. Following this, Claim #1749764 was closed. If the dryer is malfunctioning again, we are more than willing to set up another service call and troubleshoot any additional concerns.

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed 

  7/10 contacted NAW. No communication until a random email from 7/27 at 14:23 hr stating we had an appointment on 7/28 between 12-5pm. No call to see if that time works, with less than 24 hrs notice? Zero communication for 17 days from NAW or their affiliates, then random appointment? We aren’t transplanting organs here. 

  Would this type of communication be found acceptable to you from your physician?

  Would this type of communication be acceptable from a hospital?

  Would this time of communication be acceptable from your bank?

  Do you accept this type of communication from those that owe you money? 

  And to further my point, I don’t receive any response to this complaint until 9/19/2023, 71 days after the fact. 
  

  I want to be refunded our money that we paid for warrenty and I want to be refunded the cost to fix this dryer. 

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 20320329

   

   

   

  Business Response

  Date: 09/20/2023

  Hello BBB,

  We again apologize for believing that this issue was resolved. Please see the response from the servicer, showing a text from the customer claiming that no service call was requested and to cancel the service call. Unfortunately, we have no control how manufacturer authorized servicers choose to schedule their visits. This servicer, in particular, first schedules the earliest appointment date, and then will reschedule if the time slot is not convenient. We would be more than willing to help the customer obtain a service call for her dryer and help remedy her situation, however we cannot cancel and refund the extended coverage because it is the extended warranty company that is paying for this service call.

• Initial Complaint

  Date:06/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Jenn-Air Stainless Steel Euro Style 30” Electric Downdraft Cooktop for $2,099.00 plus a 5 Full Years All Parts & Labor Service Plan for $229.95 from National Appliance Warehouse, Concord Pike in Wilmington DE on 01/31/22. I was informed, at that time that there was no estimated time of delivery of the product to the store for me to pick it up. I was told to contact *** Surge who sold it to me to call him about every three weeks to check on the status of the order. It is now June 7, 2022 ~ 5 months later and I still do not have my appliance. I’ve contacted *** and left over a half a dozen messages in voicemail. He called back once to say that he would contact Whirlpool (the company that owns Jenn Air) to inquire about the status of the order. I’ve also left a message with another employee there with no return call. I anticipated a delay in shipping as with many other shipments of products have been delayed because of the lingering impact of the pandemic, but 5 months seems excessive. Additionally, I believe the employees of this business should be keeping an update on order status. I want the product I paid for and I want communication from *** Surge as to the status of my order.

  Business Response

  Date: 06/20/2022

  We have reached out to the customer to go over the manufacturer delays and lack of availability. We have been able to come to a solution that the customer is happy with.