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ABOUT THIS STUDY

This study analyzed over 8,000 appliance-specific reviews for Home Depot, Lowe’s, Best Buy, and Menards. These reviews consistently show their struggle to maintain positive feedback from customers due to lack of detailed and thorough customer service. Negative reviews continue to outweigh the positive, as communication remains poor during and after the sale. Moving forward this study will continue to monitor and assess big-box appliance reviews to show an accurate picture of current customer satisfaction levels.

GE-Kitchen-Appliances.jpg

ABOUT THIS STUDY

This study analyzed over 8,000 appliance-specific reviews for Home Depot, Lowe’s, Best Buy, and Menards. These reviews consistently show their struggle to maintain positive feedback from customers due to lack of detailed and thorough customer service. Negative reviews continue to outweigh the positive, as communication remains poor during and after the sale. Moving forward this study will continue to monitor and assess big-box appliance reviews to show an accurate picture of current customer satisfaction levels.

Why do Big Boxes have such bad reviews?

Selection process
• Selecting the right appliance from hundreds of options is a challenge

• Are the dimensions correct? Is it the right color? Does it match the decor and have the right features?

• If the wrong selection is made, appliances are a difficult hassle to return.


Order management
• Many appliances require someone to manage the ordering process.

• Is the product available? Is it on backorder? Has the model number transitioned to a new model number?

• Are there issues with the product fulfillment? What is the new delivery date? ​

• Manufacturer systems are complex; items don’t come in on time and gets backordered and substituted.

• It’s important to have someone support the order management.


Delivering the product to your home
• Will the delivery people communicate with you if there are issues? Is the product and box suitable for delivery?

• Will the delivery people be responsive and able to manage any issues with the product or delivery?

• Can your delivery people hook up and install the appliances correctly?

• The delivery process is very problematic and requires professional sales people and quality customer service staff that are responsive and can manage any issues.


Service after the sale
• 4-8% of appliances need service during the first year.

• Appliance owners need someone they can count on to support them after the sale with the manufacturer and warranty companies when their appliances need service.

Why do people review Big Box stores?

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The lowest rating possible is one star. You can't give a 0 star rating

  • Most people will not leave a review at a big box unless they need to vent their frustrations. These people are so upset  that these become revenge reviews.

  • Most customers won't leave a review if there is only one issue with the sale. People usually only do a review when they have had multiple problems with big box sales. 

  • Most of these bad reviews are a culmination of multiple problems during a sale at the big box stores.

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