I purchased a Whirlpool washer on 4/9/22 online. Everything went smoothly, was emailed a day or two later to select my delivery date (day & time window) and waited. On the morning of delivery, I received an email stating that my model was out of stock and would be available around 5/18. I couldn't wait that long (I caregive for my mom with Alzheimer's, own a puppy and live in NYC- an in-unit washer is critical) , and found it ridiculous they couldn't contact me sooner. I called Whirlpool to see if I could trade for a different model that was in stock (even offered to pay the difference) and was helped + price matched for a slightly more expensive unit. Great- I receive the same email to schedule my delivery, day of the delivery the unit arrives (JB Hunt's delivery team was great) the washer wouldn't turn on so the 3rd party delivery company makes a report and states that they can get a new unit on the follow Monday (I'm frustrated but understand) and that Whirlpool would call me to sort this out. I get a call from Whirlpool the next day, the agent has no softskills but gets the job done. Or so I think- the next day I get no text or email to confirm my delivery so I call Whirlpool, a new agent informs me that no one placed the order for the replacement but she would do it now. I'm baffled by the incompetence, but the new agent offers me a discount and sincerely apologizes and sets my delivery for Thursday, 5/5/22. I work in customer support so I keep it pushing and I'm just glad that I'll have my washer.I check the delivery tracker on the morning of 5/5/22 (I had selected the 12-4PM delivery window) and see no movement and that my delivery is #0 in the queue for delivery- something feels wrong. I call Whirlpool, get connected to Wendy and immediately I know something is wrong because I can hear the panic in her voice. She puts me on a 10-15 minute hold and like I said I work in Customer Support as a lead and know the stalling tactics the rep is using. Wendy comes back, starts apologizing and explains that the previous agent had set the delivery date on the broken washer order and not the replacement. I would get an email on Friday, 5/6 to actually set my delivery date for my washer. At this point I'm done and request a supevisor or team lead. I wait approximately 30 minutes for a lead, and once they join (Leslie is the lead's name) she apologizes, offers me a $100 discount, states agents will get a refresher on how to properly assign orders, and while she can't promise I would get my washer delivered on Saturday, 5/7 she would try to expedite the process and keep me in the loop via email (at my request) regarding this escalation. Friday 5/6 rolls around and no email from Leslie, I follow up with her TWICE and now it's 10:47 PM EST and not only do I not have my washer, I have no update from Leslie. This has been the most frustrating expereince I've had purchasing an appliance. Whirlpool customer support has no weekend hours so I have to wait till Monday, 5/9 to get some type of response. This is the type of treatment that makes people "Karen out" and leave reviews. The least Leslie could've done is respond to my email letting me know that the esclation was still in proccess, that unfortnately there was no way to get a weekend delivery from JB Hunt (3rd party delivery service) and that they sincerly apologize for the delay in resolution and response. That would take some semblance of accountability and the WP team has shown me that their department is badly trained, has no regard for the customer expereince, and who ever is head of the department needs to evaluate their dept values, OLAs and SLAs.
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