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March 2024 by Matt R.
Buying appliances from Ed Kellum and Sons is the one of the worst and most frustrating experiences I've ever had. Under their logo is Extraordinary Results, No Excuses. This line should be removed from the logo immediately as they do not stand behind the products they sell. I have had multiple issues with two high end ice makers and coffee machine and over 1 year later, neither one is working. Ed Kellum handed me off to service providers like C&W and Appliance repair of Texas for the manufacturing vendors who are also equally worthless. Their sales guy did all he could to fix things and I commend his efforts. When I called their owner he just blames the manufacturers and distributors and threw his hands up saying they can't do anything. What happened to No Excuses??? Why be in business selling a product you can't repair or support? Then whine to the customer when they call asking for a resolution. I would find a different business model instead of making excuses to your customers and acting a helpless victim who is making plenty of money in reseller and warranty fees. I'll never buy anything from these guys again and will be spending time dealing with the manufacturers directly. After spending several hours on the phone with both SubZero and Miele I have their techs coming out to fix the appliances. Definitely not Extraordinary Service.
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January 2024 by Craig Foy
I got a new dishwasher two weeks ago and it did not work. I was told to wait for a repair company to show up. After just two weeks you would think they would exchange the dishwasher. This place is a joke and I will never use them again. I could have gotten that service or probably better at BestBuy. Once the sale is done this company is gone and blames everything on the manufacture. You would think after two weeks the store would step in, not these guys. Never AGAIN!
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December 2023 by James Carlson
This is a totally stand-up organization. I had a high-end freezer installed and it didn't work. Despite that being a manufacturer issue, the folks at Ed Kellum (Andrew my salesperson in particular) called the manufacturer relentlessly and ended up switching out the unit on their own dime when things were taking too long. The CEO of the company personally called to make sure things were handled correctly. I would recommend Ed Kellum & Sons to anyone and everyone.
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December 2023 by James C.
WOW! DID I EVER GET THIS INITIAL REVIEW WRONG. The CEO of the company personally gave me a call and went through the history and processes his local company has to go through to swap out something like this with Bosch/Thermador. What I found was that my sales agent had actually logged 10+ calls and was moving this forward as fast as they could. The CEO was able to move it through even quicker by making the switch-out on Ed Kellum company's own dime. NOT FRAUDSTERS AT ALL! THE EXACT OPPOSITE. They had a new replacement freezer out to my house within 24 hours. These are stand-up people and I really appreciated the personal call and service ... AND WOULD HIGHLY RECOMMEND ED KELLUM TO FRIENDS AND FAMILY.
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December 2023 by Eddie G.
I had a fantastic buying experience from their salesman Jake. He very patiently answered all of my questions. Their installation crew was first rate.
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October 2023 by Johnny Craig
Buyer beware. This place sold my grandmother an over priced washer. And when the machine was defective, they said it was her power supply, it wasn’t. She had to have an electrician come in and fix a brand new washer. They still wouldn’t make it right. A total $3000 later she has a a single washing machine working.
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October 2023 by Patty T.
I purchased an oven and warranty from Mark P at Ed Kellum in January 2019. The oven has not worked correctly since installation. I repeatedly expressed my frustrations to Mark to no avail. He does not respond to emails or return phone calls. If I happen to phone the store when he is there, then I get to speak to him. l purchased a replacement oven from Mark P in September 2023 when the warranty company finally agreed the oven was not repairable. Why? Because I expected he would be helpful with the process. Not so much. I emailed Mark as well as called him for assistance with the warranty company settlement and to ask where my new oven was. No replies to emails or calls. Bottom line, my frustration level at the lack of attention to my concerns since 2019 is exhausted now that I truly feel no support from Mark.
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May 2023 by Mary Frenkel
Our Asko dishwasher we bought here has been nothing but problems and finally conked out a few weeks ago. Still waiting for a new dishwasher but warranty co is being slow, not sure we will ever get one so probably going to lawyer up soon. Don’t buy warranties or spend more than a couple hundred on an appliance!
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May 2023 by Mary F
Our Asko dishwasher we bought here has been nothing but problems and finally conked out a few weeks ago. Still waiting for a new dishwasher but warranty co is being slow, not sure we will ever get one so probably going to lawyer up soon. Don’t buy warranties or spend more than a couple hundred on an appliance!
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March 2023 by L K
“Extraordinary Service, No Excuses Since 1948.” So says their sign and so says their website but that’s where it stops.Beware of shopping there for your high end appliances, we learned it the hard way. They “gave” us great service when we went in their Dallas store in April 2022 to pick out our appliances for our new built that hasn’t started yet. But now, March 2023, we are at a point of scheduling an installation of appliances and came to find out that Mark ordered a wrong Wolf range (natural gas). His first reply was “it doesn’t make sense because you are in the zip code that has natural gas!” Well, that zip code was not where we are building a house, and that is not the service address on file! He obviously got it wrong by looking at our billing address and not the service address. We knew from the beginning that we needed a propane gas and because it was requested verbally (when we were in store physically) there is no paper trail to prove what we asked for. Mark accused us that we were supposed to cross reference the model number from spec sheet with Wolf website to make sure it was the right one. Just remember they offer “Extraordinary service” No where on the spec sheet does it say what type of gas range it is therefore we never caught that mistake ourselves. And now we are made to look like fools, by a high end store that advertises “extraordinary service”, we didn’t know what we were shopping for! AND they are charging us $870 plus tax to fix this issue by having a conversion kit installed! (he agreed to knock off $400 off for us). That is not a solution to a mistake that wasn’t done by us as a customer. Beware and don’t shop there, they will make you pay for their mistakes and you don’t get extraordinary service here. This is not the definition of extraordinary, period
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March 2023 by David Pritchard
always top level knowledge of products and great follow upMy appliance store
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March 2023 by L K.
"Extraordinary Service, No Excuses Since 1948." So says their sign and so says their website but that's where it stops. Beware of shopping there for your high end appliances, we learned it the hard way. They "gave" us great service when we went in their Dallas store in April 2022 to pick out our appliances for our new built that hasn't started yet. But now, March 2023, we are at a point of scheduling an installation of appliances and came to find out that Mark ordered a wrong Wolf range (natural gas). His first reply was "it doesn't make sense because you are in the zip code that has natural gas!" Well, that zip code was not where we are building a house, and that is not the service address on file! He obviously got it wrong by looking at our billing address and not the service address. We knew from the beginning that we needed a propane gas and because it was requested verbally (when we were in store physically) there is no paper trail to prove what we asked for. Mark accused us that we were supposed to cross reference the model number from spec sheet with Wolf website to make sure it was the right one. Just remember they offer "Extraordinary service" No where on the spec sheet does it say what type of gas range it is therefore we never caught that mistake ourselves. And now we are made to look like fools, by a high end store that advertises "extraordinary service", we didn't know what we were shopping for! AND they are charging us $870 plus tax to fix this issue by having a conversion kit installed! (he agreed to knock off $400 off for us). That is not a solution to a mistake that wasn't done by us as a customer. Beware and don't shop there, they will make you pay for their mistakes and you don't get extraordinary service here. This is not the definition of extraordinary, period
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February 2023 by sally p
Whatever you do, don’t buy an extended service policy from Kellum. In fact, go somewhere else to buy your appliances. After being a loyal Kellum customer for 20+ years I’ve been kicked to the curb over a worthless extended warranty. Kellum was once a reputable company but they no longer stand behind the products they sell.
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December 2022 by Raymond Jobe
The Sub-Zero refrigerator/freezer that I purchased new from Ed Kellum about three and one-half years ago has already had the ice maker fail. The cost of replacing that ice maker was more than $700. Typical refrigerator/freezers that I have used in my more than sixty years on the planet have lasted until I decided to upgrade, generally at least a decade or more.Looking at available information on the web it is clear that there are a lot of issues with Sub-Zero ice maker reliability. I am sorry that I purchased this product. It has not proven to be reliable.
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November 2022 by D Gates
While building a house in Dallas, the builder's designer recommended Ed Kellum to me for my appliance selections. I was the owner of SubZero/Wolf appliances at previous home but due to delays in getting the products I wanted, Kellum rep'd several high end brands. So, I bought $60,000 worth of appliances from them (Fulgor Milano refrigeration, wine storage, 48" range, FM Vent Hood, Scotsman Ice Maker, and Cove dishwasher). On delivery day, the wrong refrigerator and wrong ice maker had been ordered more than 10 weeks prior. We decided to make it easy and accept the stainless steel refrigerator that was delivered (rather than the paneled ready one that we selected) - otherwise, it would be 15-18 weeks to get a panel ready set. The refrigerator handle was damaged and that took them 5 weeks to replace and two tries...second one also came in damaged. It took a month to get the ice maker swapped out. After calls and emails to the sales rep at Kellum, we were met with excuses or no replies at all. Our builder was also calling them and trying to help us resolve the issues - they were non-responsive to the builder several times. After two months of using the range, we started getting error messages every time we turned on the ovens. I emailed and called Mark (sales rep) at Kellum several times and never got a reply. I needed to set up a service call. Finally, I called and spoke to someone else who said "we don't do the servicing"...well, I was simply seeking a phone to call for service. But again, rather than being out right helpful, they just continue to make excuses.PLEASE, be aware...you will spend a small fortune if you buy from them (when other businesses also carry the same products as Kellum) and get discount service or no service at all! I encourage you to buy from other vendors/retailers and not Ed Kellum. They do not get customer service and surely do not provide the kind of service you expect when dealing with high end retail. Give your money to someone who wants and will earn your repeat business!
