I picked most of the appliances up because I needed them. So no issue there. After I had the appliances the plumber hooked up the dishwasher and fridge water, no issue. On dishwasher was on back order and was delivered later, no issue there. at the time of ordering i upsized the microwave but forgot to tell my cabinet guy, so when i was ready to install it would not fit. All was sealed up in the box and I called the store. Was told I could not deal with them (because it had either already been delivered or i had had it longer than a week, I cannot remember which), anyway, "OK" so I call customer service.
Them: you need to send pictures of the boxes (I had a trim kit too).
Me: "OK" and I send pictures.
Them: No, we need all 6 sides.
Me: Okay..... I send more pictures.
Them: it looks like the box has been opened. We need pictures of the microwave, the model & serial numbers
Me: Really? OK. I open the box an send requested pictures. Styrofoam, tissue, cellophane bag, plastic protective wrap on the stainless and the door tapped shut all still intact.
Them: We can give you 75% of the purchase price.
Me: What? Please reconsider. I just spent $18,000 + at your store and about $5k a couple of years prior. I just need to return the microwave and trim for a different size clearly you can see the one I have is unused.
Them: maybe we can do a straight exchange what microwave are you looking to get.
That is where i am at now. Have to say I am pretty unimpressed. Yes I made a mistake when I ordered, but if I had bought from any on of CAS's competitors this would be a complete non-issue and I would have walked out with what I wanted the next day. They are driving away someone who has been a repeat customer and who has recommended them to others. That will no longer be the case. Poor customer service/policies. Basically great up until the deal closes and you have an issue.
I will say the purchasing portion of the experience went smoothly. It is only when things don't go as planned that you see the true colours.
