How do you make appliance decisions when there's so many bad reviews?

6 years ago

I'm sorry this is not more specific. At the moment I'm looking at refrigerators. I was going to get an LG but then read a lot of bad reviews about the ones I was looking at, then I was thinking of a Fisher Paykel from Lowes but just read someone on here saying basically hell would freeze over before they buy Fisher Paykel (dishwasher) and they are a horrible company -service wise and design. I could probably find a post like that here or elsewhere (consumer reports, etc) about every brand that exists. It's caused me a lot of ongoing stress. I'm afraid of making decisions especially involving a lot of money, that may bring be even more stress and arguing with people/companies...) so I just keep using the older fridge that freezes stuff in the refrigerator because at least I know how to work with it. But I really want to move forward. How do you make a final choice despite knowing there's at least a few people in the world that hate that company or product? I'm to the point where I may just get on the floor and say a prayer, lol, only half kidding. :/

The only good thing if I buy from Lowes is they give you 30 days no questions asked return/refund. Home Depot gives you hardly any window for returns. Costco may be longer than 30 days but ALL their appliances have bad reviews and choices are very limited. I think BestBuy gives you 14 days or something. There is a general repair company near me but they only work with certain brands. Do you just buy something and cross your fingers?

Featured Answer

Toronto Veterinarian

6 years ago

" How do you make a final choice despite knowing there's at least a few people in the world that hate that company or product?"

There will ALWAYS be someone who bought the product and is unhappy with the product or the company. You can't please all the people all the time - there will always be someone unhappy. And even with a really well made product, there will always be a few lemons, and even in good companies, there will always be something that doesn't get done correctly.

" Do you just buy something and cross your fingers?"

Yes........but you can greatly lessen your odds of having problems with some research and some understanding of human nature: Unhappy people are more likely to post on the internet (and speak loudest), and on the internet there are bots and ringers that can post good or bad reviews without reasons. So......toss out the best and worst 10% of what you read on line, and then read the others with open eyes -- do the things they like or dislike important to you? are the things that caused problems something you can live with or not? Etc.

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Comments (18)

skmom
6 years ago
I struggled with the same thing the last time we bought appliances! So I pretty much stopped reading reviews, looked for the features I wanted and waited until I found a great price somewhere.
When I bought my 60" Viking dual fuel range I also said some prayers...LOL! It may have been a great price on a floor model, but that was still a pretty hefty chunk of money to spend on an appliance!
We've bought floor models from showrooms, returned appliances at scratch and dent stores, new appliances at big box stores. I've been very pleased with the majority of our purchases and at least mostly pleased with some of the purchases... I haven't really had any that were lemons.
Fwiw, I will say that I was always pleased to mostly pleased with my kitchen aid appliances, but I've ALWAYS been more than pleased with their customer service. They've replaced things for us even when out of warranty.
Delaney B thanked skmom
Delaney B
Original Author
6 years ago
@skmom Well, maybe this is my answer from God, lol because I was literally just looking at this: 22 cu ft counter-depth French door fridge, architect series ii by Kitchen Aid. I've just read another persons comment on how well they like it and have never had a problem. Somehow I've not looked at this brand!

Your comment makes me feel so much better in general - thank you. I love the advice to look at the features and consider what I want to best fit my needs and make that my main criteria.

Perhaps trusting my own self more and reading the actual technical data, along with kindly advice on places like this along with my own past experiences is more logical than chasing my tail with reviews. I feel so much better!! Cheers!
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Oh my gosh...I'm not alone is my insanity? Misery loves company guys, and I really love your words of wisdom, commiseration, and understanding. I have been looking at Houzz obsessively and I do have some ideas of what I want. I have a color scheme....I think, I change my mind from really dark cabinets to white cabinets pretty frequently. Dark will win because that is what my husband wants and I can't make up my mind anyway (I should pose that as a compromise..."well, dear, we can get the dark cabinets that you want as long as I can get the ceiling high cabinets that I want"), the small layout changes that we are making we agree on (yeah!), the color of the walls we already love (painted earlier this year), the floors we aren't going to change, built in appliances aren't in the budget so we will do a freestanding range and fridge. So, honestly, all we have to do is pick cabinets and a countertop (which we also agreed on), easy peasy, right? We have some CAD plans and I do like the way that they look (meaning I like the way that the custom ones look for double the cost). I had a talk with my husband and I think that he is coming around. These will likely be the only cabinets that we will ever put into this house, so when you are looking at such a huge investment, is the price of skimping to worth it? I told him your wise words about regrets, plus we can keep our 20 year old white refrigerator with the broken ice maker for a bit if we need to. I keep calling the backsplash and pendant lights over the island phase 2. I had n't considered doing an inexpensive counter and adding it later if I need to. We have two separate cabinet makers coming tomorrow, so you have given me some good ideas of questions to ask. I'll get there. I think part of the problem is that my husband isn't a researcher, he is willing to make these decisions all willy nilly. So pretty much all he knows is the $$$ amount and if he likes the person he talked to. He also thinks that if we need to we can project manage these things even though we each have very busy full time jobs and aren't available to be here during the day while the work is being done. Me, I would rather pay a little extra so I don't have to be the one to oversee things. Plus I told him that if we did that ourselves then we would end up divorced and then we would just have to sell the house. Anyway, I am going to pore over more of GW and houzz. I think I know what my decisions are regarding the cabinets, but I did just want a little bit of reassurance so I sure do appreciate it. When I get "final" plans, I will post them because you guys sure do have some great ideas.
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Stoves: The least bad news is with stoves. The most recent membership surveys from Consumer Reports show GE as the most reliable brand of electric stove (a 5% problem rate in the first five years of ownership) followed by Whirlpool and Fridgiaire (both with a 7% rate.) Although KitchenAid is a Whirlpool brand and made in the same factories, the KA problem rate is nearly double the Whirlpool rate, according the CR members who bought KA electric stoves in the last five years. For electric stoves (both slide in and freestanding) Kitchenaids may be suffering from a combination of "featuritis" (i.e., more features mean more things that can break) plus the aftermath of some poor design choices in with ovens in Whirlpool stoves (KA being one of its brands). The problems started with with oven-self-cleaning functions killing stove and wall-oven electronics. Basically, the heat would either trip an internal circuit breaker (for which significant disassembly was required to get at) or else it would fry the electronics. I'll bet a sizable portion of the complaints and negative reviews you've seen are about stoves and ovens purchased three or more years ago. Whirlpool did a couple of things to try to fix the problem. One was ato install larger cooling fan for the electronics which, in turn, has led to complaints about noise and air venting out the front of the range or oven. The other change was the so-called "Acqualift" steaming self-cleaning in place of high-heat self-cleaning. Judging by the reports in a long-running thread here (and elsewhere), Aqualift performs dismally. Personally, I would not buy Whirlpool-made range with the Aqualift function. I am going to disagree with the suggestions to check out induction, but only because you want white appliances for your kitchen. Unless you are willing to pay ultra-premium prices fo5 brands like Viking, you cannot otherwise get a white induction range right now in North America. (Sears Canada had one a couple of years ago, but I think that model has been discontinued). So, for a white electric range, maybe you want to look at GE. Dishwashers For a dishwasher, you may want to consider Bosch. Miele is more expensive but generally has favorable reviews here if you want to search for postings. Plain Whirlpool dishwashers seem to be pretty reliable as well, but tend to have very long cycle times. The CR membership survey results would give me pause about about buying a KA dishwasher. Members are reporting a 20% problem rate for KA DWs. As they also report for LG. Samsung DWs are currently showing 1 in 4 dishwashers with major problems. The very high KA rate might be reflecting some past problems that current models may not have. IIRC, there was a spate of problems several years ago with a cracking pump fitting on some Whirlpool-made dishwashers, and that notably affected those sold under its KA brand. Since the CR surveys go back five years, the 20% problem rate may reflect those now-solved pump problems (or at least, apparently solved.) Most recent postings here from recent purchasers of KA dishwashers have been pretty positive. I'd suggest Bosch and Miele for DWs. In the CR surveys, Bosch owners have been reporting problem rates down around 9% for several years. Miele is selling enough to CR members to show up in this year's survey results and reportedly had a 13% problem rate. Yale Appliances, which has a large service department, has a recent blog reporting a significantly lower rate. The reports here on Bosch and Miele are mostly favorable. Refrigerators I have had a KA french-door fridge for three years and the only problem was a cracked hinge pivot on the door/cover of the deli drawer under the crispers. (No problem getting it fixed, btw.) Back when I bought my fridge, the KA and Whirlpool versions were running a league leading 7 to 8% problem rate. Now, the most reliable brands of FD fridges are Samsung, LG, GE and Kenmore. That's not saying much, however, as they have a 19% problem rate. (Well, okay, they used to be up around 25%, so maybe it says something, after all.) Whirlpool/KA are now running about 25% problem rates. Electrolux's Frigidaire brand is apparently running about a 35% problem rate and its flagship Electrolux branded models reportedly have a 45% problem rate. If you are looking for a SxS fridge, the good news is that the defect levels in Frigidaire/Electrolux SxS models are in line with industry averages. The bad news is that everybody is running a 20% to 22% defect rate except for Kitchenaid being the outlier with a 29% problem rate. If you are looking for top-freezer models or single-door bottom-freezer models, you can't find major brand versions that are a 36" wide. All are 33" or less except for some ultra-premium priced built-ins and integrated models from the likes of Sub Zero.
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stevep2005
6 years ago
All appliance brands will have issues at one time or another and you'll typically hear complaints before praise. My advice for friends on where to buy appliances is to evaluate their tolerance for service hassle first. If they have a low tolerance for appliance issues and don't want to be hunting down repair people every time, then first select an appliance dealer with their own service department and solid reputation. Something is bound to go wrong with a house full of appliances, so knowing how much dealing with broken appliances will stress you is part of the cost/benefit equation. You should still price-shop and negotiate with your preferred appliance store, but buying big-box does not always pay long term. When we built I saved quite a bit by buying at an independent. But they had no service shop and I've done my own repairs along the way. Next time I major purchase will be with someone who has reputable service - my cost-benefit has shifted.
Delaney B thanked stevep2005
Lisa SW
6 years ago
Delaney, I’ll add to those who have had luck with kitchen aid. I put in a new counter depth as part of a remodel and the monster size 10-year-old it replaced lives happily in the garage. With the exception of my cooktop I’ve had various KA for 10 years. The only service call I’ve had was for a microhood that apparently arrived with a faulty door switch. It was promptly replaced and there have been no problems since.
Delaney B thanked Lisa SW
mark_rachel
6 years ago
We love our Samsung. I think you have to look at it as a "non-investment". It's not something you are likely to have for 20+ years. It may be possible, but just go with what you like.
Delaney B thanked mark_rachel
Sue 430
6 years ago
You can make yourself totally crazy reading every review. I decided on features I wanted, then looked at different models with those features. When I had it narrowed down, I tried to find reviews on consumer report to be sure I wasn’t choosing something that would be a nightmare. Then we made our final selections. At this point, we are happy with everything we bought.
Delaney B thanked Sue 430
thetzone
6 years ago
My tactic was...read reviews until I went blind then blindly pick whatever fit my budget because I lost too much sleep LOL!!

but I guess that doesn’t help...picking appliances sucks but you just have to hope for the best and buy the extended warranty
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llewand
6 years ago
I purchased and loved GE cafe series for range, frig and microwave. Dishwasher is Bosch. It literally cleans everything. We are moving to a new house and will replace those appliances with the same that I had. GE has great customer service should anything go wrong. From my experience it's not very likelu.
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oneandonlybobjones
6 years ago
last modified: 6 years ago
I read the negative reviews to see what the problems are. Some people give low ratings for relatively minor issues. Some issues are just odd problems that happen. However, if the problems that people report are major and very expensive to fix and the same problem is mentioned over and over in owner reviews, then I avoid buying those appliances. Or if a lot of people report having a difficult time finding a qualified maintenance tech to fix the problem or their maintenance techs can't order replacement parts, then I also avoid those appliances.
Delaney B thanked oneandonlybobjones
ifoco
6 years ago
mark-rachel,

Could I add to your comment " I think you have to look at it as a "non-investment".

You are correct. Any kind of consumer purchase is not an investment. Investment dressing was a ploy to get you to pay more for clothes you didn't need. Shoes, appliances, carpeting etc. are an expense. The minute you take it out of the store, it has lost value. Investments are hopefully something that will gain in value over time.

I think the term "investment" was a marketing ploy to sell a product. Sounds good but is a lie.

Inga
Delaney B thanked ifoco
skmom
6 years ago
Yes, there are some appliances I just downright consider disposable now. We are a larger than average family, so things like dishwashers, washing machines and dryers... well they just get a lot more use than a smaller family will put them through, we just put them through the paces and their lifespan isn't as long. I currently have a washer and dryer that is almost 7 years old now... I just know it'll go out soon... that's like 14 years old if it was run like a normal sized family would use it.
dadoes
6 years ago
Regards to Fisher & Paykel ... I have no experience with their refrigeration or cooking products. I have a DishDrawer, 4 months short of 15yo, has needed some repairs but I've done them myself and it's essentially like-new after those are done. I also have a washer 19yo that has had only the pump replaced (my nephew & his GF are using it). Also another washer & topload dryer 5 months short of 14yo, no repairs on that washer, a few on the dryer (DIY).
Delaney B thanked dadoes
Delaney B
Original Author
6 years ago
Thank you all so much for the really excellent advice. Each of these comments is extremely helpful to me. I can't tell you how much better of a mindset I have about the whole thing.

A combination of people understanding how it can become overwhelming - if you let it - but also learning how to set some logical criteria for making a decision (such as features, price, warranties, using psychology & a pinch of salt with reviews, strongly considering the customer service of the company, deciding what your priorities are and keeping your sanity are some ) has helped me a LOT to get a grip on this endeavor. :D Finally to understand that nothing's perfect but narrowing the margins can give you a pretty good shot at succeeding. If you've found some place with pretty good customer service you've got that as a fall back. Getting that this is NOT an investment but an expense also changes my point of view and understanding about it. (Ugh, marketing ploys. It's always like they are doing you a favor and not just trying to get your money). There's a lot more that you've explained here but I just really wanted to thank you and say it's made a massive difference to my whole outlook and feelings about it. I was able to make a decision this morning that I feel good about and feel a bit like having a glass of wine and some cheesecake - that's how relaxed I feel about it! c: Quite a difference from the semi-hysterical exhausted fearful creature I was, haha. Cheers everyone. ^^
athleticannie
6 years ago
I am also trying to purchase a counter-depth fridge and am being held up by the same lack of confidence in all brands that are $3k and less. I asked two reputable appliance repair people for their suggestions for brands and their responses were the same: they think all free-standing fridges are disposable commodities (maybe 5-10 years). I asked specifically about LG and GE. Neither would even service LG because the service from the manufacturer is horrible. (They said the same thing about Samsung and I will NEVER buy a Samsung fridge again even though they are pretty.) They were less concerned about GE but said GE was bought out by Haier and don't know what that will mean as the customer service may change. I got a reluctant "I guess I would say Whirlpool and their brands if I had to choose a company." Not exactly a glowing recommendation...

I am thinking about buying what Costco has to offer. At least they double the manufacturer's warranty and you can extend the warranty to five years for a very reasonable price.
Waynette Bailey
6 years ago
I'm going through the same thing. My 26 year old Whirlpool washer and dryer need to be replaced. I repaired a broken agitator on the washer 2 years ago and replaced the belt on the dryer twice (shout out to YouTube). I thought that I was going to go out and purchase a new set yesterday, after reading reviews for a week. I ended up going to the laundromat, for the second week. The laundromat will work for the short run. I love getting everything completely done in an hour, but I need to make a decision soon! Btw_I don't want anything fancy, just a basic, old school set that cleans and dries clothing in a reasonable amount of time!
Delaney B
Original Author
6 years ago
I hear you Waynette, I only wanted a pretty basic fridge, just one that was efficient. I ended up ordering a Fisher & Paykel bottom freezer fridge with no ice or water dispenser. But based on people's experiences here I also looked at the Kitchen Aid products which had a really nice selection of choices, from more basic to more bells and whistles. I did phone the Kitchen Aid customer service to ask a question - it took about 7 minutes on hold but then I spoke to a very nice person who took her time and seemed happy to help. Other people here have said that Kitchen Aid has a good customer service so I would have gone with them but the Fisher & Paykel fridge seems like the best fit for me. We'll see. I've got a Miele washing machine but they are pretty small. I would search here too for what people say about washer/dryers. I know - I read a LOT of bad reviews about those too. :( This does seem like an excellent place to get a more rounded idea of people's experiences with different appliances. I did end up getting this fridge from Lowes because they have a 30 day return window - no questions asked and then got the 5 year extended warranty.
athleticannie
6 years ago
I just spoke with a THIRD appliance repair person who will not service my Samsung fridge. I explained that we would be replacing it soon with a counter depth fridge and asked for his recommendation for a brand of fridge to consider. For the third time in a week, I was met with "Ugh, they are all pretty bad." What he suggested was to stay AWAY from LG and Samsung. He also suggested that if anyone wants a bottom mount freezer, they should get one with a single door above. He says the french door models with the water dispenser are the ones that cause the biggest problem and are the most difficult and expensive to repair.

The other point he mentioned (I don't know if it is true yet) is that most manufacturer's of french door fridges get their parts for those models from Samsung and LG. That is why he suggested staying away from them.

The search continues...

How do you make appliance decisions when there's so many bad reviews?

Toronto Veterinarian

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