Complaints

This profile includes complaints for Warners' Stellian's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Warners' Stellian

  550 Atwater Cir Saint Paul, MN 55103-4401

• 

  Warners' Stellian

  4320 12th Ave E Shakopee, MN 55379-1955

• 

  Warners' Stellian

  1711 Snelling Ave. N. Saint Paul, MN 55113-5791

• 

  Warners' Stellian

  2605 Broadway St NE Coon Rapids, MN 55413

• 

  Warners' Stellian

  5462 Nicollet Ave. Minneapolis, MN 55419-1959

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:09/11/2024

  Type:Service or Repair 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.

  My wife and I spent $9000.00 on new appliances at Warner Stellian and are having a problem with one of the appliances. We contacted the selling store and they refused to send out a repair man due to the fact that we didnt buy their extended warranty! If they sell the product, they should offer and fulfill service on those products!Because they didnt profit on the extended warranty, they discriminate against us by not providing service?!Thats wrong!!

  Business Response

  Date: 09/12/2024

  Warners' Stellian exclusively services appliances covered by Ironclad Product Protection Guarantee plans. All major appliances include a factory warranty which are supported through the manufacturer's service network. I reviewed your account. These appliances were delivered in 2020. We are under no obligation to service appliances that old. There are several independent service providers who would be happy to have your business. I would suggest ******** Appliance Repair out of **********. ************. 

  Customer Answer

  Date: 09/12/2024

   I am rejecting this response because:
  
  It is absurd that a selling party does not service the products that they sell.

  How in the world can they be trusted?!

  They take your money at the point of sale and when you need help they throw you to the curb and offer no assistance?!

  What kind of business model is that?!

  I am looking into a class action lawsuit, there are thousands of people out there with the same mistreatment as us!!!

   

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair 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 bought a refrigerator and stove from Warner Stellian in ******** earlier last month...almost $3K. The refrigerator had 2 dents in the door. Very disappointing. When I called to complain they offered $130. but I don't think that comes close to the repair cost. Salesman ********************* passed me off to the delivery supervisor who never called me back. I emailed ******* and he did not respond. Incredibly unprofessional and just bad business. We would like the refrigerator door replaced or a new replacement refrigerator.

  Business Response

  Date: 08/26/2024

  I apologize your refrigerator was delivered with damage. Warners' Stellian will submit this claim to ** under their cosmetic warranty and order a new door. We will contact you with an ETA via email. Again, my apologies. We will work with you to get this corrected.

  Customer Answer

  Date: 08/26/2024

   I am rejecting this response because:
  
  The new refrigerator door is a great resolution but it has not been delivered yet.  I will consider this case closed after the new refrigerator door is delivered and installed.

  Business Response

  Date: 08/28/2024

  The *** for the door is 9/4. Generally speaking, ** delivers parts on time. We inspect every door for damage on receipt. If there is damage, the door is returned to the provider and a new door is ordered. Once we get a door that passes inspection we will call to schedule the replacement. Thank you for your patience. 

  Customer Answer

  Date: 08/29/2024

   I am rejecting this response because:
  
  I will accept the response after the new door for the refrigerator is installed.

• Initial Complaint

  Date:07/04/2024

  Type:Service or Repair 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 purchased a new dishwasher at the ******** location. We told the sales rep we worked with that we wanted to go wit the 800 series Bosch because of the additional features. When we were delivered 500 series, I double checked out sales order and saw we were rung up for the incorrect unit. Meaning, we got the unit we paid for, but not the unit we said we wanted to purchase. I reached out to the sales rep for help, who replied that we had told him we wanted the 500 because it's cheaper. We NEVER said anything about the cost of the unit, and the price difference wasn't a big deal to us.When we said we wanted the 800 series we mentioned the specific features only available to that unit, and he verbally said 800 series when we paid. In order to fix THEIR mistake, the sales rep said we would have to pay a 15% fee on the full unit cost. Why would the consumer have to bear the burden of the sales reps ********* That is absurd, truly horrible customer service. The ** of the store was copied on emails and never bothered to respond.I'll never shop here again and take our business to ********** from now on. .

  Business Response

  Date: 07/08/2024

  The Sales team will be reaching out to the customer to offer an exchange without a restocking fee. Our apologies for the miscommunication. 

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair 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.

  Bought a fridge and stove. Fridge came damaged. They replaced it a week later going without fridge. Stove installed with damage told part was out 4-6 weeks possibly. agreed to have them repair instead of taking a refund. after being notified part was my wife talked to them about repair scheduling via text and phone calls the said to my wife that just call to schedule. she was told their policy is an 8 hr window which did not work for us so they said if it does not work either we charge $200 for reschedule so we where told it was best not to schedule at that time. Since several text and my wife calling they returned the part saying they will not fix it since it is past 30 days and they returned the parts unless we pay the $200 dallars.

  Business Response

  Date: 06/18/2024

  The range was delivered on 4/5. We received the complaint about damage to their appliance on 4/17. We submitted for a cosmetic warranty claim and ordered the panel. We advised the customer the panel was in and ready to schedule on 4/25. We selected the first available date, 5/1. The customer called back to tell us that date didn't work for their schedule and would call back. We called again on 5/14 and 5/17 and left voicemail messages. The call was closed due to no customer contact. We allowed for three weeks for the customer to get back to us with an acceptable date. 

  Parts vendors have a limited return policy and cosmetic warranties are also limited by manufacturer. The manufacturer has now denied the claim due to the timeframe. We had to return the part before the return policy elapsed. The customer is responsible for being available and requesting a time within the cosmetic warranty. Warners' Stellian will still offer a damage allowance of 10%. 

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair 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 extremely negative experience with a WS dishwasher installer who spent about 10 seconds looking under our sink before concluding we needed all of the valves there replaced for an additional $575. All of the plumbing he looked at was intalled by a professional plumber for a remodel just eight years ago. We told him the valves were recent and to do no extra work, just the install, and then we left the room for him to continue. A few minutes later we heard him call out to say the shut off valve to the dishwasher began leaking when he tried to turn it off and it had to be replaced or he could not do the install. We asked how much it would cost to unscrew the valve and s**** back on a new $10 shut off valve, and he said it would be $175 dollars. The valve worked perfectly for 8 years until he arrived. Having no recourse, we agreed to have him replace the valve, and he finished the installation. It took him two minutes to replace the valve. He took a credit card from us for payment on the spot. We are shocked that their technicians clear intent was to upsell the installation with unneeded plumbing work, and also that Warners Stellian thinks so little of its customers to charge what is essentially $4,950 per hour in labor. If it actually was broken in the first place, the valve replacement should have been done as a courtesy for us spending over $1,400 with the company on a dishwasher. At the very least, the valve replacement should have cost $25 **** How many other poor people are they doing this to? This whole experience has left us with a very, very bad feeling about Warner Stellian. We had been discussing with one of their salespeople in ***** replacing our cooktop and stoves with Wolf appliances in the coming months, but this experience has completely changed our minds about doing business with the company. We should be refunded the installation fee AND the egregious $175 charge for the valve replacement. Shame on you Warners Stellian.

  Business Response

  Date: 04/23/2024

  Hello,

  I apologize for the misunderstanding. The plumber who replaced your dishwasher noted that one of the three valves behind your dishwasher was seized and therefore not up to code. His intent was to inform you of all your options given the circumstance. He offered the price on replacing all three valves or just the one that was not up to code. Our plumbers are licenced and bonded. Our rates are competive or better than any plumber in the Metro area. They are not paid on commission or encouraged in anyway to "upsell" on a job site. Our goal is to install your dishwasher to approprite code approved facilities. An Installation Manager will be reaching out to explain further, if necessary.   

• Initial Complaint

  Date:04/02/2024

  Type:Delivery 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.

  On 2-17-24 we ordered and paid in full for 4 appliances. We have still not received the refrigerator. After numerous calls placed by us and waiting for a date on the refrigerator, we were told that it would be in their warehouse on 4-1. When we called on 4-2, we were told we will not be able to get that refrigerator and now we are stuck with a partial set. Seller suggests possible bait and switch. ****** says six other people also will not get this refrigerator. If we want to return our set, since we are unable to get an acceptable full set, we have to pay restocking and our original install fees. We want to be completely reimbursed for all four products in the amount of ******* and want them to come and pick up the three appliances they delivered as we are not getting the fourth appliance, the refrigerator.

  Business Response

  Date: 04/15/2024

  We source our products from outside vendors such as GE. We rely on them to give us accurate ordering information to give our customers a reasonable expectation on product availability. Sometimes there are delays, especially for special order products such as the one ordered in this case. The refrigerator for this customer unfortunately went into a back order status from the manufacturer for unknown reasons. We work closely with the vendor to recify these situations. In the meantime, an offer was made to select a different product with better availability. The was not an attept at "bait and switch." The customer has been in contact with his sales person about this situation. The store manager stepped in to provide an update when the sales person was out of office due to a family illness. The product has since come in and has been delivered to the customer. This issue is resolved. 

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair 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 have had them come out 3 times for a dishwasher that I bought in December and has only run approximately 6 times. It keeps breaking and I keep having to take time off of work to be here as I do not have confidence in their ability to adequately do the job.

  Business Response

  Date: 03/12/2024

  This is being repair today. If the repair is not successful, we will submit an exchange request to GE. The dishwasher is being serviced under the manufacturer's warranty. 

   

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

  Director of Repair, Warners' Stellian

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair 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.

  Claim against Warners Stellian. I purchased 4 **** appliances, and WS completely misrepresented the quality and features of all 4. I was told that the gas cooktop had a safety features that it does not. I was told that if the k*** was turned and the flame was out that the gas would shut off, it does not, and 2 k**** turn freely, a gross misrepresentation. The dishwasher was not installed properly and has a problematic control panel. It is difficult to start it, and it will randomly shut off after it has been started and I will get up to dirty dishes. The double wall oven has a timer that is barely audible, and the control panel has issues. The refrigerator' water dispenser leaks, the left door will not shut properly, the refrigerator and freezer are both frosting up, and are off by 15 degrees. I was told these were high end appliances, a gross misrepresentation.I called WS about the issues, and was told that they would not do warranty work and to contact ****. I reached out to **** gave them serial numbers and details of all of the problems, I was told I would be contacted. After a number of weeks I had not heard from anybody. I reached back out to WS and was told that they would reach out to ****. Again, I heard from no one. I reached out to WS again to speak to a manager and was told someone would contact me. That someone turned out to be a WS representative offering their assistance IF I purchased an expensive extended warranty. I declined. I finally heard from a company that handles Beko warranties, and a repairman came out. After looking at each appliance, he agreed there were issues, but was unable to resolve them due to design flaws. I have tried hard to work with WS for a resolution and have been repeatedly ignored and lied to. When they say they will call back, they do not. When they say I will hear from someone with ****, I do not. The customer service has been terrible, and their idea of a resolution is not acceptable.

  Business Response

  Date: 02/28/2024

  I'm sorry your appliances are not up to your expectations. Warners' Stellian terms and conditions accepted at the time of the sale state that once the customer accepts delivery then any functional issue must be addresed through the manufacturer's warranty. Since these appliances were delivered on Spetember 6 and 29, any issues with the performance of the appliances must be addressed directly with ****. I have contacted our Beko serivce representative and asked he contact you to resolve your concerns. 

  Thank you,

   

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

  Warneres' Stellian, Director of Repair

  Customer Answer

  Date: 02/28/2024

   I am rejecting this response because:
  
  Warner's Stellian misrepresented the products at the point of sale, and have been very unethical in their attempts to get us to purchase their Ironclad Warranty once we were having trouble with the appliances.  We Purchased the Beko appliances from Warner's Stellian, so I feel that they had more of a responsibility to take care of us as their customer.  We stand firm that Warner's Stellian has not resolved this issue.

   

  Business Response

  Date: 02/28/2024

  As stated by the customer, if they had purchased our Ironclad protection plan then Warners' Stellian would be able to respond to these issues. Becasue they did not, they are on the manufacturer warranty for their appliances and must coordinate service through Beko. This is an industry standard practice. Beko's phone number is **************.

  Customer Answer

  Date: 02/28/2024

   I am rejecting this response because:
  
  ****'s 2 year Warranty was misrepresented to us by ******** Stellian, we thought we would be covered.  I understand that we did not purchase the Ironclad with the appliances.  What I am referring to as being unethical is the fact that once we started to have trouble with all of the appliances, and there was great difficulty to get anybody from Beko to respond, I reached out to Warner's Stellian and was told I would hear from somebody.  That somebody was a person from Warner's Stellian repair department, and they said "I am prepared to act with a sense of urgency with coordinating ************ if you were wanting to opt-in to Ironclad so Warner's Stellian can service your appliances."

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair 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.

  In Feb 2023, I called a sales rep in the Saint **** office. I needed a new refrigerator and a washer and dryer. I knew what refrigerator I was ordering. I asked the sale rep for a recommendation for the washer and dryer. The sales rep ******************************* recommended a ** profile washer and dryer set (each unit cost $770). I relied on his recommendation. I promptly paid for the appliances in early February and told the sales professional to schedule them for delivery for March 4th to coincide with my familys move in schedule. March 3rd came and no deliver email was sent. Early March 4, I called the store and a competent person told me that ******* never scheduled the delivery. So we had a late delivery. I emailed ******* with no resposes. The appliances were eventually delivered.Early on, we noticed that both the washer and dryer seemed subpar. The dryer hardly dried and made a grinding noise and the washer would have issues having to be reset. Finally, in January (less than a year) we realized the dryer was not drying with heat. On February 1, ****, my wife called Warners Stellian repair department and got the run around. She eventually had to fill out a form over the internet to request service. Over ten days later D&T repair came out to diagnose the dryer. The tech said the dryer electrical panel was fried and it needs a new drum that would cost $600 and would likely only last a year. He said the grinding noise we heard was due to an installation issue. He said the ** Profile models were known to be subpar machines. Even though the D&T service call was a warranty call, they billed us $120 for the visit. I have to assume that the sales rep recommended the models only because ** Profile offered higher commissions.I called the repair department on February 12, and like my wife, I got the run around. So I promptly ordered a ***************** from a competitor. Warners' should replace the defective ** washer with a Speed Queen at cost.

  Business Response

  Date: 02/19/2024

  I am sorry this customer is experiencing issues with their washer and dryer. The units are covered under the manufacturer's warranty. Any repairs or exchange authorizations would have to be approved through the manufacturer's service network. Warners' Stellian has complied with the terms and conditions of the sale. GE service can be contacted at ************** or at www.geappliances.com. 

  Thank You,

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

  Director of Repair, Warners' Stellian

  Customer Answer

  Date: 02/19/2024

   I am rejecting this response because:

  - Retailer's incompetent sales professional recommended bad appliances.  Retailer knows, or should know, that the goods they are selling are likely to be defective.  

  - I shopped at Retailer expecting better service.  If I wanted to deal with a company that would wash its hands of an issue I would have purchased from a big box store for a better experience.

  - Retailer waisted our time with its run-around repair experience.  

  It is obvious from the other complaints and the. Retailer response that the Retailer has serious issues conducting its business.  
  
  

  
  

  Business Response

  Date: 02/19/2024

  We do not know if an appliance is going to be defective.What we do know is we sell thousands of appliances everyday and most of them are delivered and work as expected. They are not likely to be defective. We would have been out of business a long time ago if that were true.

  Appliances are designed to be repaired in the home and come with a repair warranty from the manufacturer. The manufacturer has a preferred service provider. They will help coordinate the repair of the appliance.
  

  The customer did not purchase our Ironclad protection plan which was offered at the time of the sale. With Ironclad, our customers gain access to our repair department. The customer made the choice to purchase this appliance and to not buy into our service network.

  These appliances were delivered over a year ago and are not eligible to be exchange. They have already replaced one which I gather means that one is no longer in the home so there is nothing to exchange even if it was approved.

   

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

  Director of Repair, Warners' Stellian. 

  Customer Answer

  Date: 02/19/2024

   I am rejecting this response because: Retailer is mistaking the facts.  Appliances were delivered in March 2023, less than a year ago.  Retailer attempts to fault the consumer for not buying their warranty.  It is common knowledge that these warranties are profit centers for retailers and subject to abuse. 
  
  
  

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair 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 built a new home in June of 2022 (moved in July 2022). We received all of our appliances from Warner Stellian and received whirlpool appliances. Our dishwasher has always been defective since day 1. It has never dried the dishes. We have contacted Warner Stellians multiple times throughout the year- first contact being in November of 2022. They told us what we can try and do to fix that problem and we did everything, however, it still didnt dry the dishes. Fast forward throughout the first year, they came out on two separate occasions to fix the non working dishwasher. The last time they came out to try and fix it was in August of 2023. I called again in November of 2023 to let them know it still isnt working, to which they replied sorry its out of warranty nothing we can do anymore. I fought with them on this and told them its the same issue since we first received the dishwasher and just because they didnt fix it by the warranty deadline isnt a hard stop to fix the issue. Since November of 2023 they said they were working with whirlpool to have them replace the dishwasher to which whirlpool just kept denying the request. Finally on January of 2024 they said to just call whirlpool. I did and they said its out of warranty. Nothing we can do. However, we started with occasions same issue since we first received the dishwasher and they never fixed it to give us a working dishwasher. Hoping you can help or provide guidance on the best steps to take.

  Business Response

  Date: 03/01/2024

  We have completed multiple repairs to address this problem. On our last repair it was noted the heating element and fans were running normally. The customer is using a ******* brand of rinse aid which the Technician advised was a contributing factor. If the customer is continuing to have issues, we will submit to Whirlpool for an exchange or a parts and labor concession. Becasue this issue was reported within the warrany period, it should still be covered. All exchanges on delivered product must be approved by the manufacturer.

   

   

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

  Director of Repair, Warners' Stellian