Complaints

This profile includes complaints for Roby's Furniture & Appliances's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Roby's Furniture & Appliances

  1901 Main Ave N Tillamook, OR 97141-7737

• 

  Roby's Florence Furniture & Appliance Inc

  1870 Highway 101 Florence, OR 97439-9780

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  Roby's Lincoln City Furniture & Appliance Inc

  6255 SW Hwy 101 Lincoln City, OR 97367-1214

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  Roby's McMinnville Furniture & Appliance Inc

  1100 SW Booth Bend Rd Mcminnville, OR 97128-9726

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  Roby's Astoria Furniture & Appliance Inc

  1535 Commercial St Astoria, OR 97103-3704

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:09/18/2024

  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.

  This was all to be delivered and installed on the same day the week before on 9/11/24. **** (sales person)called on 9/10/24 to inform me they did not have all the ordered items and could they install one or two this week and the rest the following week. We are paying for their time. It costs me money to stop my work/life for two separate deliveries. **** knew this.I requested everyone wear a mask during the delivery and install. I am a severe asthmatic. When I first truck arrived (****) I went out to meet him in the driveway and immediately could smell smoke through my mask. I asked him if he was smoking, and he said he was smoking in the upper part of our driveway. No one should be smoking on private property without the homeowners permission. I explained I was asthmatic. We experienced a fire at our home due to a smoking worker who threw his cigarette in the bushes. It took the *********************** two hours to put out the fire. We have five acres of forest on our property. **** answered back, fine Ill leave then.After **** left three other workers showed up. They were nice and professional. **** apparently was not even needed. They installed the refrigerator and microwave, but the stove ordered was too big and not the correct type. This was mostly due to my not knowing stoves and no help from **** as the salesperson. The workers left and I was cleaning up when I heard a loud knock on the door. I had no idea who this was. He was said he was from Robys. Apparently, the stove was just arriving hours late in a separate truck (no one told me this). He was abrasive and rude. His only objective was to be argumentative. I told him to leave. As I write this, I have no idea who to speak to regarding this issue. We have pre-paid for a stove but I do not want to work with Robys.

  Customer Answer

  Date: 09/19/2024

  1. The range for our kitchen was ordered over a month before the first scheduled delivery 9/11/24 and paid for in full.  Robys called the day 9/19/24 before the first scheduled delivery and cancelled the appointment.  We scheduled another time for the next week on 9/18/24.   There was more than ample time for Robys to have the range ready for delivery at the scheduled date and time.
  2. I thought I was working with someone who knew appliances.  **** (the salesperson) from Robys was given the measurements of the refrigerator we needed.  The one they delivered is about 6 inches too long which causes the refrigerator door to bang into our pantry door (see photo). The door can be adjusted but apparently not by Robys.  I will have to hire another installer to fix this issue.  This was not brought to my attention and only after two days of being ill did I discover it.  The installer also did not hook up the water to the ice maker on our refrigerator.  Why was I paying $199 an hour for installation?  I do not know about installing appliances and pay them to do their job with knowledge and professionalism.
  3. Robys informed me they charge $199 an hour for professional installation.  They wanted me to pay for two hours in advance (see attached invoice) and I agreed.  When I added the microwave to my order I told **** if the installations took more than two hours I would pay for it.  Today as I write this,  I do not understand why I was charged $199 for the installation of a $239.00 microwave and a $99.00 delivery fee.  The microwave took 20 minutes to install.  (See invoice).
  4. I requested the delivery/installation team wear masks.  I am severely asthmatic yet a worker (****) showed up before the others arrived and took it upon himself to smoke on our property.  I walked out our driveway headed to where he was parked and inhaled cigarette smoke.  It does not matter how far he says he was, the smoke was thick in the air, on our private property. It took two days of medication and rest to recover. 
  5. Everyone had left my house and the job was finished when Storm banged on the front door.  He was rude, obnoxious and unprofessional.  At the time I opened the front door I did not know who he was or why he was at my home.  The wrong range was ordered because **** did not look do her job and the wrong range for our kitchen was not even delivered in a timely manner.   I do not know about downdraft ranges but since my bad experience with Robys I have dealt with professionals who asks for photos of the current range and then help me shop to replace our range with the correct type.  Now I know I need a downdraft range.
  6. An item was left at our house and I have no idea whether it was to any of the appliances I bought or just left over from the workers.  (See photo)
  7. My front stairs were damaged (see photo) which I pointed out to Storm.  He said he would fix it but I would never deal with Robys again or have their staff at my home.
  
  Originally we only needed a range.  I thought as we were having the range installed with professional installer I would like to replace (it was fully functional) our refrigerator and microwave.  We have purchased two washers and a dryer from Robys before and I had no reason to believe any future purchases would be difficult, make me ill and take up my precious time and money.
  
  A business should adhere to professional standards, Robys does not.
  
  ****** S. *****-********

  Business Response

  Date: 09/19/2024

  Hello!

  Here is where we messed up:

  1) Your range didn't arrive on the transfer truck as promised so our manager, Storm, woke up at 6am to drive and get the range so you could be taken care of. This was not on the day your were originally promised. We are sorry.

   

  This is why we are going to choose to not do business with you again:

  1) You were charged 2 hours to install the range the complained about us charging you to install the micro hood.  You said that you'd have someone else install the micro hood then manipulated our installer to install it when he was at your home.

  2) One of our installers walked 75 feet from your home to take a smoke break and you hysterically attacked him for this.

  3) Our manager, Storm, drove the range out to your home because it was missed on the truck. He knocked on the door and waited 10 minutes before you answered. The you proceeded to aggressively run him off your property.  

  4) You special ordered a range with **** that was not a downdraft. **** has no way of knowing you needed a downdraft, especially since you have ventilation above your range. She did an excellent job.

   

  At the end of the day, you get to choose where you buy your appliances. I don't think we're the store for you.  I wish you luck finding a downdraft range and someone to install it. 

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22305491
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** S *****-********

• Initial Complaint

  Date:08/01/2024

  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.

  Purchased a new GE Induction Cooktop in July. They promised installation and service. Their installer was unable to do the installation. We finally found someone. Only one of four burners work on the cooktop. They refuse to send someone to look at the appliance and told us to call GE. They will not stand by their promises or product.

  Business Response

  Date: 08/12/2024

  Hello ****,

  Thanks for reaching out to us! I am aware of this situation and have been involved at every step of the way.  You were switching out a gas cook top to an electric one.  We came out to install the cook top and learned that all 4 sides of the countertop needed to be cut and our installers didn't feel comfortable making that happen. You made some comment about bringing in a cleaning crew and essentially establishing unrealistic expectations that we would not be able to execute. We know our abilities and this was beyond them.  To help out, **** one of the installers called a countertop person to come to your home to make that happen. We were scheduled to come out the following day to complete the install but you decided you didn't want our team to do that task so we refunded you the install price of $199.99 on July 17th.  The install price is a per hour rate because we don't always know what kind of road blocks we're going to encounter.  
  
  Then, after your people installed it, you learned that only 1 of the 4 burners worked.  You wanted us to exchange it automatically, but our return policy excludes built in appliances as per our website. Given this was new electrical hook *** in your home that could also be the issue?  In addition, induction cook tops requires pots that a magnet will stick to, so perhaps that an issue? We asked you to call GE to schedule service as we don't conduct service at ****** and protocol is to have the customer call (a new Covid policy from GE).  After you complained again, we called our *** to get service to learn that you never called. We called for you and service is scheduled.  

  You will need to resolved this through GE as we've done everything we are willing to do for you. Our manager is concerned about us being in your home as she believes you have unrealistic expectations, as well as unkind communication. 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22080110
  
  I am rejecting this response because

   

  The comments from the vendor are  nottrue

  They refused to provide any service whatsoever for a brand new appliance

  I called the manufacturer 3 times, was told someone would call to schedule but no one has done so

  J & S is the service company they refer to.  I did call them but they had no record of warranty claim. 

  It is unacceptable to sell appliances with no service whatsoever 

   

  
  Sincerely,
  
  ************************** im

• Initial Complaint

  Date:02/22/2024

  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.

  I purchased a couch. It had an open seam on the cushion. I agreed to a discount for the open seam. The couch is delivered and there are 2 additional flaws. A popped tuft on each of the 2 seat cushions. These flaws were not pointed out, not discussed regarding the discount. In photos taken in the store you can see that 1 popped tuft was hidden by a decorative beverage tray. I went to the store the next day to request a repair for the additional flaws. I was told due to the discount it was sold as-is. I pointed out that the additional flaws were never discussed. The manager agreed to request replacements from the manufacturer. I was later told repair. I made an appointment for the repair. Drive from ******** to Tillamook for the repair. The man showed up with 1 cover. We already discussed this was not an option. He was unable to make a repair on either cushion. He instructed me to call the store for next steps. He then called me and told me they would need to be repaired in Lincoln City. Call the store, ask for ****, schedule the pick up. I left 3 messages with store employees. No call back until I said I want to return my couch.He left me a voice mail telling me I cant return it. I called and left a message with an employee. He has not called back regarding repair nor return. At this point have a couch in need of 3 repairs, of which I agreed to 1 of these flaws. Ive made 1 unsuccessful appointment, now left 4 messages, reached out to the manufacturer. I asked for repair or replacement from the start. Now Ive been ignored, inconvenienced, deceived by the sales person, and no closer to getting what was agreed upon. I want a refund because I have made sufficient attempts to rectify a situation, to which the store agreed to provide a solution. At this point I would like to be done with this situation, return the couch, get a refund. I would even be happy to pay the delivery fee if they just refund the money and take back the couch.

  Business Response

  Date: 02/23/2024

  Hello ******************,
  
  It sounds like a he said, she said situation. Your sofa was sold "as is" and the invoice clearly states that this had seem issues.  On the bottom of every invoice is a way to get a hold of me, but instead you've decided to go to the BBB. That doesn't make me want to help you.  According to our notes we've tried to get a hold of you and left voicemails.  So the lack of communication is just not true.  
  
  However, I would be happy to replace the cushions that have issues. Please email me directly so we can resolve this issue.  
  
  Finally, the invoice total was $1,608.10 so the fact that you are asking more than that is offensive.  You paid $1599 for the sofa and a $149 expedited delivery fee. 

  ******