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March 2024 by Jacque N.
We worked with Greg and could not have gotten better service anywhere! I have purchased from Brothers Main several times and have been impressed with their honesty and integrity each time. WAY better than the big box stores. Thanks again, Greg. We will be back!
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February 2024 by Bruce L.
Stopped by found a fridge we liked they told us it would be a 2 month wait liked the fridge so we said we'd wait fridge finally came in delivered it to us but seals were damaged sent it back was told it would be 2 more weeks to get another 1 time came around so we set up delivery date day came guess what no fridge and no call so I called them said it didn't come in asked how long was told another week time came no fridge got my money back. They never even attempted to sell me different one. Done with them. By the way delivery guys didn't have a clue as to what they were doing
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November 2023 by Terry E.
beware of the service process used for GE appliances. You will get a 9 hour window and a call to BM will be met with excuses, never an apology, and I was blown off and the " customer service" person hung up on me while I waited for an email address for one of the owners. Their "2" rating is an exaggeration, in my opinion.
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October 2023 by darren bell
Tldr: lowest paid employees were great (sales floor rep and delivery driver), but delivery coordinator and store rep were unprofessional.The sales rep we worked with in store was great. She helped us find a good deal that was better than what we were looking for. After we purchased a washing machine we had it scheduled for delivery. The scheduled day it never came, no one called, and by the time they figured it out they said it would have to come the next day. The delivery coordinator promised us it would come between 8-8:30 the next day so that we wouldn't be late to work again AND that she would call at 9 to make sure it came. By 9:30 I had called twice and left two messages because no one had shown up. I got a call back at 10 from someone who got the messages saying he was ignorant of the situation and the delivery coordinator wasn't even working that day. When I questioned him he said he was just passing along the message.I wouldn't be so upset if1. We had received any communication from the delivery coordinator.2. The rep on the phone didn't use ignorance of the situation as a reason that I should forgive their unprofessional delivery system.
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September 2023 by Jelena Marašević
I rarely write reviews, but this one is well-deserved.The first time I did business with Brothers Main, things went well -- the sale person Curt was professional, the delivery was on time, and the guys who delivered and installed our appliances were great. I also liked that it is a local business, as supporting local economy appeals to me and I enjoy more personable customer experience. I even highly recommended the store to friends and neighbors.So all great, right? Well, based on the review score, you are probably expecting the big twist, which is coming.I went back to purchase a grill for my deck. The brand they carry was not my first choice, but since I had such a great experience at first and they offered assembly & delivery at a reasonable price, I decided to purchase from them. I ordered a Napoleon Freestyle 425 grill, in early June. I talked to Dave on the phone and he placed the order for me, said it would take a few weeks to arrive. First red flag: no email receipt. But it wasn't a scam, at least not of the type you expect. No communication for a couple of weeks as to when the grill was going to arrive. Then finally I hear back and it's arriving on June 3. Just in time for the 4th of July! So I invite our neighbors over and buy a lot of meat for grilling.The guys come on July 3rd with my grill and as they are rolling it into my home I notice it is very badly damaged. Scratched all over, there is a large dent in the cover, and about an inch wide piece of protective coating is missing from the top of the cover. I stop them and say that I cannot accept this. They tell me that the store would offer me a discount, but what would I need a discount for when the coating is there to prevent rust and the grill would obviously be outdoors? The guys take pictures and say that they will report it and I will get a new grill reordered. This was Monday.No calls for days. On Friday, I call the store and Dave has no idea that the grill was not delivered. He searches for the order, finds the photos and says he will reorder, but it would probably be another couple of weeks wait. Then radio silence. I call every once in a while. Dave says all is good and he will call me back when there is an update, then doesn't call me back. The whole thing is turning into a huge waste of time, the summer is passing, and I am without my grill.Then late July, someone called Roslyn calls while I'm traveling and leaves a voicemail asking if I would take that damaged grill with a discount after they do repairs. I say no way, I don't want that, it's not what I paid for. She tells me a new grill would take another 2-3 weeks to arrive (which means Dave never placed that order at all). She offers me another grill they have in stock, which is larger and costs nearly $450 more (the first grill I bought was $699). What the hell, I don't have time to deal with this more, so I accept it and they deliver it within a few days.The new grill looks good, except the right door is off. One of the guys who delivered it tries to put it on, but it won't stay. It looks like there is a missing piece. So he says he would put in a service order for it to be fixed in a few days. Already expecting how things are going to go, I contact Roslyn a few days later and she says she did not receive the service order. I explain the issue, and she promises to place an order for the missing part. She doesn't place the order for another 2+ weeks. One month after the grill was delivered and 2+ weeks from the last email, no part yet. I reach out again, and she says it would be arriving. Then finally I get the part in the mail today, on September 15. I try to install the door, and guess what? It cannot stay in place. Parts were not correctly installed so the top hinge cannot hold it in place (pictures attached; you can see the correct fit on the left door and incorrect fit on the right).My patience is out and have wasted more time than this grill is worth. So, yeah, good luck dealing with them. As you can see from my story, things are dysfunc
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September 2023 by Karen T
My 21 yr old Maytag washer died on Sunday and by Thursday morning I had a new Speed Queen! Cristi L was very informative and helpful in making our choice and setting up delivery. We were given a window of time for delivery and could track it online. Walter and his crew hauled away the old washer and installed the new one quickly and professionally. The entire experience was great! I highly recommend purchasing from Brothers Main!
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September 2023 by Really Straight Guy
Great experience from beginning to end. Pretty much got exactly what I was looking for at a pretty good price. The delivery was perfect. The 2 fellas who came, Dominique and his partner who's name I shamefully have forgotten, came early and got both the frig and stove thru my narrow doorway without a scratch. Awesome guys. Brothers Main is lucky to have such good guys working for them.
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September 2023 by Bretni Anderson
I am going to start by saying that it takes A LOT for me to leave a bad review.Our initial experience with Brothers Main was great. Curt was wonderful, I had fun picking out appliances and the sale was easy.Delivery day came... I had asked them to specifically place the items in certain places and they placed the oven and refrigerator in the center of my house. My builder ended up having to put them in their correct places, which is not his job, and had noticed my oven was scratched. I had to contact Samsung to get someone out to fix it.I ordered two Cafe beverage centers at $2700 a piece and they were 1. installed backwards and 2. installed unbalanced so the door would hit the sides of my brand new cabinets leaving knicks. They also threw away all the parts for the toe kicks and it took them 2 1/2 more months to come and install them. Which they did improperly. This issue took several months and several phone calls to even get someone to come out. The two men "fixing" the toe kicks also showed up with no warning on what time they'd be there, resulting in me having to leave work to meet them which was a total inconvenience.They never delivered the extension to my hood vent. Then, I had to get the floor model of the hood because they no longer made the one we ordered.My washer and dryer were a whole issue as well. They told me we didn't need specific hook ups for them but once they were delivered, our builder told us that we could not install the models we ordered due to them needing a specific hook up with plumbing. This would have been imperative to know prior to building due to the plumbing needed. Then, when we re-ordered new units, they came with an unmatching base. Our appliances are white and were delivered with a blue base to sit on.Bottom line, I have to call another company to come and get the job done right. Both my builder and I will never do business with Brothers Main again. It has been a nightmare.
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September 2023 by Margaret L.
First off let me say that I have been a long time customer of Brother's Main on Stoughton Road in Madison. I have purchased several appliances over the years. However, I will not be returning for any further appliances after my last experience. My almost 5 year old Maytag washer broke and was not repairable. Because it still fell under the warranty my money was to be refunded to purchase a new one. With a number of calls to both the warranty company and to the service center it still took 4 weeks just to get the warranty company to get the store repair center to reply and finally I received an email from the warranty company stating that the cost of the machine was to be refunded. But, then I had to go through "Ros" to get that to move forward. That took another 4 weeks. I visited the store several times to review what I would replace it with and check pricing and Mr. Wipp waited on me several times yet didn't even remember who I was other than to say that per the computer he could see I was a long time customer. I also spoke with two other sales people. Each gave me different prices for the machines I chose. I made numerous visits to the store, sent numerous emails to inquire as to what was holding it up. When I finally received the go ahead from "Ros" to pick a machine she said that she would order them but the price was a Labor Day price and wasn't available yet. That was only one week before the sale started. I returned the email to state that I was told that those appliances were indeed in stock. At that point she set up the delivery and I was then granted the sale price. Those appliances were finally installed 8 weeks to the date after I first contacted them. I believe that was totally unacceptable and I believe that they must be so understaffed that they aren't able to follow through when an issue arises. As stated before, I will not be buying any further appliances from this store.
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August 2023 by Katherine M.
They are incapable of delivering your purchase when they say they will. I've ordered 2 appliances from them and both times they gave us a delivery date, I take off of work to wait for it, and they never show up. And when you call to get it straightened out, they somehow act like it's your fault? I've tried getting them to confirm delivery dates with an email, and they say it's confirmed, but then they never show up. Just awful experiences with them. We'd love to support a local business, but the service is just so bad I won't buy from them again.
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August 2023 by Andrew Carver
We worked with Curt who was so gracious and patient with us as new homeowners in a bit of a tizzy after needing a new washer and dryer. He provided a wealth of knowledge and gave us a no-pressure sales environment. Leading into delivery, their inventory system was a little incorrect, and we were offered a $50 discount for taking the pristine floor model. Day-of delivery, T and TD were awesome and took care of everything. We know where we'll head when we need a new dishwasher!
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August 2023 by Toby Kinsler
I understand that I’m another in the library of five star reviews for Brothers Main, but it must be said that their level of actual customer service, especially in an age when service appears all but dead, is unparalleled. We buy every appliance from them for a reason: we are certain of our satisfaction, not just with the product but everything that comes with it and after it. We will never buy from anyone else, no matter what. As they say, people can argue about price all day but they will talk about value. There is no greater value than what Brothers provides.
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July 2023 by Sharon Anderson
Great experience buying a new refrigerator at Brothers Main. Greg was very helpful in the showroom and kept me up to date after ordering. Delivery day was excellent with text update of delivery window times, and also received a call from Anthony when they were on their way. Anthony and MJ were very professional and organized for delivery of my fridge and haul away of my old one. Anthony gave me an overview of the settings and care of a stainless fridge. Delivery day was the hottest day of the year! I’m sorry Anthony and MJ had to work so hard on such a hot day! No complaints from them! They were professional and pleasant. An efficient team. Thank you guys!
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July 2023 by Madeline Nesemann (Madavenging)
We wanted to buy our appliances locally, but getting our fridge through brothers main has been an incredibly frustrating experience. We scheduled our whole move around when our fridge was delivered so that we'd only have to go one day without one. We confirmed our delivery multiple times and even when we went to pay for it. Day of delivery comes and the tracker says our order can't be found. It took them 6 hours and us calling four times to tell us they don't know what happened and our delivery wasn't scheduled. They said they'd deliver it the following Tuesday, which was definitely not okay, and ended up coming Friday as the earliest they could do. Fridge was delivered with a dented and crooked door. Called to get someone to fix it, waited another two weeks, and same thing. Order cancelled with no follow up. Had to call again to find out why, and again no one knew what was going on. I clearly stated my frustration, and was met with no care or urgency. Couldn't even talk to the store manager as there wasn't one. Worst service I've received in a while. Buy from literally anyone else.
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June 2023 by Butter Hawk
What a great bunch of people to work with!! Dale answered all my questions about appliances. He is very knowledgeable and helped get my delivery set up too. The delivery team, MJ and Kawon were also nothing short of amazing!! They had a lot to do, but were very careful moving the appliances in and out of my house. They changed the orientation of how the doors of my washer and dryer opened without being asked!! Stellar team all around!!-Dean
