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  • The employees we worked with were marvelous, but the ordering process was awful. We have been in the process of a kitchen remodel for more than 40 days and they are the reason why. First, the cabinets were back ordered. Then they were back ordered a 2nd time. The appliances we had ordered, we were informed a week after purchase that they had been oversold and were not available. We had to go in a second time and pick NEW appliances and then those too were not available when they claimed they would be. They then rescheduled our delivery date twice before we finally received the items we'd ordered. The people were fabulous and the appliances are great, but the service behind the scenes, ordering through Home Depot, was awful.
    - Ed S.
  • The delivery went well, they were timely. We had them install the refrigerator/freezer unit since it involved placing columns in place. Our electrician and plumber did the prelim work even though we had paid ABW for installation. Everything else was installed by the kitchen contractor. When it came to the blower, it was discovered that the unit was too large to fit between the floors/joist of our ceiling. We were willing to downgrade to a smaller blower. ABW would not take the item back because the box had been opened and some of the styrofoam taken out. The blower had never been taken out of the box. The told us that it was Thermador's policy not to take back items in damaged boxes. I called Thermador and spoke to Aaron in their customer service office in NC. He said, it was not Thermador's policy but it was up to the dealer to take back the items in open boxes. He also commented that we paid a sizable sum to out it our kitchen with all Thermador products and the blower was only a small piece and in his opinion the dealer should have made good by downgrading the blower to the smaller blower. After several phone calls ABW's rep (Kelly is no longer employed by ABW), said that they will not take the 1000 CFM blower back and exchange it for the 600 CFM unit. We are not kitchen professionals, we believe that ABW had the duty to inform us that a larger unit may not work in our home. They certain informed us as to all the great things about the unit and what units we should buy. They did not fulfill their duty when it came to the ventilation system for our kitchen.
    - HENRY L.
  • I was so annoyed by them even several months later. I would never use them. The price was reasonable. They incorrectly wired the oven and it caught on fire and then they blamed the wiring problem on us but there was nothing wrong with the wiring if they knew how to properly install it and they did not stand behind their work. They abandoned us basically. I don't even know how they are in business. I think they are in business because they lock out and most of the time they don't get into trouble. These people can't handle trouble.
    - Peter C.
  • Very well. Our second time purchasing an appliance from Applianceland. Both the sales people and delivery/installation people are professional. The sales people are very, very knowledgeable, unlike the knuckleheads at big-box stores! Appliances are all they sell at Applianceland - so they know there stuff really well. Applianceland is also one of the only places around for many miles that sells Speed Queen washing machines and dryers - which are designed to last 25 years and built to commercial laundromat standards.
    - Anthony T.
  • ABW had been recommended by the company doing an extensive renovation as having high quality appliances at good prices. I first met Mikelle who had an incredible fund of knowledge about everything in the store along with those that were excellent values. For the refrigerator/freezer and combination, Kitchenaid was an excellent value, but I was looking for a Euro design refrigerator/freezer that would fully fit into a 24" deep space. Unexpectedly, I was drawn to the Liebherr (which later needed some fine tuning to make the icemaker work correctly - and done by the ABW repair department). Rather than a double oven, I liked the concept behind the Miele single oven matched to a steam oven, which led to a Miele cook top. As the Miele line was changing over the time I was investigating appliances, I was fortunate to be able to buy the floor models with Mikelle's help, finding these high-end products at reasonable prices. The oven and steam oven had a few missing pieces, which ABW obtained for me at no additional cost. The dishwasher was a new Kitchenaid and washer/dryer an Electrolux combination, all at reasonable prices relative to the market. Since reconstruction was over several months, ABW held onto all purchases, which was done over several months, until the builder was ready to receive and install them. All at ABW were professional, nice, and knowledgeable about products sold, with complementary coffee on each visit.
    - Kenneth H.
  • We bought the refrigerator at the Rockville store.  That part went well.   We were given a delivery date but three calls in and a day AFTER the delivery was missed we were told that the refrigerator was not even in the warehouse.  Missed day 1 of work to be at home for the non-delivery.  Second delivery date the refrigerator is delivered but the doors are hung on the wrong side and no ice machine came with it.  The delivery personnel (contractors I believe), were wonderful and stayed an hour later to make sure the doors were properly placed.
    New service order required because of no ice machine and the kick plate for the bottom of the door was missing parts.  Service call 2 was difficult to schedule as no one knew if the refrigerator was in.  .  Reminded the individual we spoke with that we needed the ice machine and the proper kick plate.  Meanwhile, the doors were hung incorrectly and so the seal on the doors were not touching the refrigerator.  As a result we could not keep our food cold.  Service call 2?  Wrong kickplate and they could not fix the door.  Called hhgregg to advise of the problem and tell them we would no longer keep the refrigerator and asked for a replacement.  Again made sure that the store understood that the doors needed to be left hung, we needed an ice machine and the proper kick plate.  Given a new date for service call 3.  Refrigerator did not arrive as scheduled.   Was advised that the missed date was due to the fact that the refrigerator was at the warehouse. In follow on phone calls the staff was rude, were not paying attention to my problem and when I asked what their records show by way of our calls I was told I was escalating (meaning sounding annoyed) and was promptly transferred to another person where I had to repeat the whole scenario.
    Was also told that the paperwork for the 5 year additional warranty would be delivered with the refrigerator.  That didn't arrive.  Reminders for the subsequent deliveries that we needed the warranty were pointless.  A call to the store was pointless.  We still do not have the paperwork.
    Calling the store is a nightmare.  The voice-recorded directory is confusing.  They get annoyed if you call the wrong number or the wrong department.  Worse, they can't tell you which department you need to call to get the proper service you are looking for.
    Our ice machine is installed but it is not working properly.  Can't wait to go through the service experience again but have to make the call to get the ice machine to work properly.  Here is what will happen.  I will call the repair number.  No one will answer.  I'll leave a message.  I won't receive a return call.  I'll try again until I get an answer.  I will be told that I have the wrong department.  I will ask if they can direct me to the right department.  I will be told that they have to look up my paperwork.  I will Again give them my order number.  They will then tell me that their system can only tell them that I had the refrigerator delivered but no other details from prior deliveries or inquiries.  I will tell them I am just trying to get the number to speak with someone about repairing or replacing our new ice machine in our very new refrigerator.  I will be told I am rude.  I will politely explain that I am frustrated that it is so difficult to get help.  I will be put on hold or transferred.  Eventually someone will speak with me.  I will  be told I will be called to schedule a date for someone to come out and look at the ice machine.  Who knows if that will happen without further phone calls.
    Don't buy from hhgregg unless you enjoy  heading off on a quest for poor service.  Their business processes are inefficient, costly to their customers and beyond control.  Their customer service is awful.  One refrigerator, at least 3 service calls so far for things that could have been avoided from the start by looking at our order and mapping the refrigerator to things like the proper side for hanging the door, an ice machine, the proper kickplate, etc.  Oh yeah one more thing,  They lied about a rebate offer, 

    - Robert C.
  • I liked the company and the sales people.  I think they’re responsive and easy to work with.  I would give them the top grade.  Their prices are comparable.  They’ll match any pricing that is out there.
    - Daniel B.
  • Ryan was on time (actually early) and was professional. He quickly and efficiently removed my old microwave and installed my new one. He was also knowledgeable as I asked several questions. Would use them again
    - Todd L.
  • Do not ever use this company to repair anything.  Not even a broken light bulb.  This is by far the worst customer service experience I've ever had.  I called them in the beginning of July to fix my ice maker.  I finally got a refund check at the beginning of December because they could not fix my ice maker.  I called a different repair company who diagnosed it over the phone, came to my house with the correct part, and fixed it in 30 minutes.
    The Bray & Scarff repairman was incompetent.  He had no idea what he was doing and was just fixing parts in sequential order of most likely causes.  He broke a different part in my freezer while trying to remove the ice maker.  He told me there was no way to troubleshoot the broken part and this was the standard protocol (even though the other guy troubleshot over the phone with me).  He replaced two parts in my freezer and came three times.  
    Their customer service staff is incompetent.  They never called me when the first part came in, so I waited a month.  When I would call to speak to a supervisor, they gave me a canned response: "The supervisor is not available right now.  Can I get your number and they will call you back by the end of the day?"  I got this at least three times and of course they never called me back.  They even made me send them a picture of the part the repairman broke I'm guessing to prove that it was broken.  Either that or he didn't remember which part he broke.
    They gave me all kinds of excuses like "you must have fallen through the cracks" and "remind me who you are again.  we get thousands of calls per day." and "we're just so busy.  Sorry I didn't call you back."
    I must have wasted over 5 hours of my time waiting for the repairman and calling customer service.  In the end, they should have paid me.  Finally, we I spoke to a manager after getting two brand new parts and still having a broken ice maker, she says to me "What do you want us to do?"  I asked them to refund all of the money I paid to them already ($350).  I'm completely surprised that she agreed, but this must happen a lot.  She says I'll get my money in 7-10 business days and "how did you pay again?  we'll either refund your credit card or write you a check."  I call asking where my check is after 11 business days.  The manager says to me "Remind me what happened again.  We get a lot of calls."  After I reminder her, she says "Oh!  I sent this to accounting today.  They are in a meeting right now.  I'll call you back when they are out with an update."  Of course she did not call me back.  About a month later, I get a check in the mail for the full amount (again surprised they got something right).
    - Evan W.
  • The transaction was done by phone and the salesperson was helpful. The delivery a few days later was on time and the installers were careful not to damage my home or the new appliances. They were friendly and respectful as well. After using the washer, it seemed to be vibrating too much. M and M sent one of their repairmen out to rebalance it. He also was excellent! It is working perfectly now. I was very satisfied. I chose this company because of their good reviews on Angie's List and because they have their own service department---no subcontractors! My only regret is that they are considerably more expensive than the other appliance and quot;big boxand quot; stores.
    UPDATE: Shortly after this review appeared on Angie's List, I got a call from Michael Greenwald, owner of M and M Appliance, expressing thanks for the review and concern about my observations about their prices for the appliances and installation. He explained that they don' t match and quot;saleand quot; prices, but that he would like to keep his customers satisfied, so he would send me , free of charge. a 10-year extended warranty for the washer and the dryer, as well as a $75 rebate from his LG distributor.. I have since received these and quot;goodiesand quot; and certainly appreciate Mr. Greenwald's efforts to address my concerns. His attention to his customers is very reassuring and I am even more certain that I made an excellent choice in purchasing my washer and dryer from M and M Appliance! Mr. Greenwald is a very good businessman!
    - CAROLE G.
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Kitchen Appliance Sellers in Rockville

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