Appliance is great, but delivery service and customer service is horrendous.
DO NOT ORDER FROM HERE IF YOU NEED THEM TO PICK UP YOUR OLD APPLIANCE.
Story is long but that's what you should expect with CAS.
We bought +4 appliances from them but we will never shop with them again.
Experience
Previously, we bought 3 appliances and this time we bought washer and dryer. Added delivery and removal of old unit as we've done with other appliances.
Answered sales person questions related to delivery (such as where's the unit, what type of residence is it, etc).
Delivery & pick up personnel 1
On the day the appliance arrive, delivery people refuses to take our old unit because it is "stacked", blaming us (customer) for not disclosing this complication.
We get confused because (1) it is regular stack & washer (2) we answered all the questions sales person asked.
We even offered to take it apart so it's easier to take back, but they said no and mentioned they would send someone else without giving any ETA.
Customer service personnel 1
This customer service agent seemed to be having a bad day. Off the bat, start giving attitude and cut-off while I was explaining what happened.
Had to interrupt and let her know we (customer) are the ones with old unit still left where they could be water damage on the floor (when delivery personnel installed, they left valve opened).
*important* She said delivery personnels don't know how complicated the unit is until they are on site to do assessment, contradicting their delivery agent was blaming us for not telling them before they came.
We've asked when is the ETA and she said she doesn't know and someone will call back.
Customer service personnel 2
Another agent followed up few days later, saying they will cover the cost of pick up.
We repeated reminded them this is a washer and dryer stacked unit. Agent asked if we can take them apart for them (this is something we offered to delivery personnel 1), but we said no.
Customer service personnel 3
We called to ensure the agents were coming as promised, and reminded them it is a washer dryer stacked unit.
Pick up personnel 2
After 4 days, pick personnels called and asked what they will be picking up. They had no idea what they were coming in for, nor ANY of logs on what we discussed with customer service personnel.
The pick up personnel after looking at our home said they cannot do this and 4 people are needed. Also asked us if previous pick up personnel took pictures.
Customer service personnel 4
We called back to ask someone to pick this up and 4 people are needed. They said someone will call back 3-4 hours.
Customer service personnel 5
No one called us so we called back. Agent said they will now charge us $150+ for removal. I mentioned customer service personnel 2 said they will cover the cost of pick up.
The personnel said that was to cover pick up personnel 2 which did nothing.
Summary
-Absolutely worst pick up service. They do their best not to pick up the old unit by blaming customers for not giving them exact environment of the unit EVEN THOUGH IT WAS NEVER ASKED TO THAT DETAIL WHEN NEW APPLIANCE WAS BOUGHT.
-Even worse customer service. They will yell at you for being upset with them. They do not listen, but rather they try to fix in the way they think it's correct (which didn't end up solving anything). They do not give right intructions to pick up personnel.
-We bought +4 appliances from them but we will never shop with them again. Complete waste of time.
