“Update Customer Service - worked with the manager.. she did well and she had never processed a warranty water heater before either but was willing to go through the warranty steps. She called in to learn the steps. I’m impressed and incredibly happy with the service provided from her. Despite having a bumpy start that’s the reason for 4 stars.
I called Brooklyn Hardware Store to check if they had a replacement water heater under warranty. The employee told me the water heaters were in the attic and inaccessible until tomorrow, which wasn’t even the answer to my question. All I needed to know was if they had a comparable water heater in stock. After asking if they sold Reliance heaters, she said “no” and didn’t offer any help. When I asked to speak to a manager, she told me none would be available until tomorrow—completely unhelpful for a business needing immediate solutions.
I then contacted the owner, who was equally frustrating and rude. Instead of simply looking up the model number I provided (I had both the model and serial numbers ready), he told me to bring the old water heater in before he could help. This makes no sense since I’ve dealt with many warranties before and just needed confirmation that they had a replacement in stock before dismantling the water heater. He was completely unwilling to assist and told me to go to a different town if I wanted water heaters. He even acted like he’d never heard of a 55-gallon water heater, which was shocking for someone in the business!
I’ve never had such a terrible experience dealing with a warranty. The lack of knowledge, bad attitude, and poor customer service is appalling. I’d recommend avoiding Brooklyn Hardware Store if you’re looking for reliable, knowledgeable service.”
Hardware Stores
“Update Customer Service - worked with the manager.. she did well and she had never processed a warranty water heater before either but was willing to go through the warranty steps. She called in to learn the steps. I’m impressed and incredibly happy with the service provided from her. Despite having a bumpy start that’s the reason for 4 stars.
I called Brooklyn Hardware Store to check if they had a replacement water heater under warranty. The employee told me the water heaters were in the attic and inaccessible until tomorrow, which wasn’t even the answer to my question. All I needed to know was if they had a comparable water heater in stock. After asking if they sold Reliance heaters, she said “no” and didn’t offer any help. When I asked to speak to a manager, she told me none would be available until tomorrow—completely unhelpful for a business needing immediate solutions.
I then contacted the owner, who was equally frustrating and rude. Instead of simply looking up the model number I provided (I had both the model and serial numbers ready), he told me to bring the old water heater in before he could help. This makes no sense since I’ve dealt with many warranties before and just needed confirmation that they had a replacement in stock before dismantling the water heater. He was completely unwilling to assist and told me to go to a different town if I wanted water heaters. He even acted like he’d never heard of a 55-gallon water heater, which was shocking for someone in the business!
I’ve never had such a terrible experience dealing with a warranty. The lack of knowledge, bad attitude, and poor customer service is appalling. I’d recommend avoiding Brooklyn Hardware Store if you’re looking for reliable, knowledgeable service.”