Gray’s Appliance

Good local appliance store… great service dept.. Polite people and Fred the repair man is the best. Whatever you pay him you dont pay him enough. Got the part ordered asap and fixed the following day!!! Great!

They came to fix a small problem with our refrigerator. Both the person who answers the phone and the technician who came to our house (Fred) were great — competent, friendly, responsive, couldn’t be better.

The people at the store were very helpful when our stove wouldn’t light on one side. A friendly technician came out a few days later and quickly diagnosed the issue and put in a request for the new part. The part came about a week later but when the technician (different than the first one) came to install the part he said he couldn’t get the panel off to replace it, and therefore the stove needed to be completely replaced. He left, and five minutes later my boyfriend was able to take the front panel off with no issues. The technician came back and replaced the broken part, but then left without replacing the front panel. His reasoning was that since he didn’t take it apart he didn’t want to be liable for anything that could happen after he puts it back together.
While I understand that, I don’t understand how he couldn’t get it off in the first place (as a trained technician) and my boyfriend (a handy guy looking at it for the first time) was able to remove the front panel with no issues? It sounds like he didn’t try very hard. And a replacement burner part is a lot simpler AND cheaper than a whole new stove.
At least he came back when the panel was off and didn’t try to charge us extra labor fees.

I am spoiled now. We can never move out of Grays repair zone. Denis, I believe they call him D.J., did a fantastic job on our stack-​able washer. Polite and very knowledgeable. The ladies in the office, I think this time it was Claudia, are all so very pleasant. Thank you so Much.

I’ve purchased appliances from a variety of locations, but feel I got the best value from Gray’s. Reality is your are buying the same unit as a big box sells, so service makes the difference. Shipping and installing has been done on time and with staff skilled in their products.
Service calls have been timely, and always with honest evaluation and advice.
I like to buy local if price is even, but I get a better value with Gray’s.
I have 5 different appliances from Gray’s.

We bought a nice Bosch dishwasher for my mother in law’s house, and had it delivered. The price was quite good, and the delivery was flawless. We have always gone to GRAYS Appliance rather than a big box store because they have a local reputation to uphold and have always been flexible about uniqque problems that arise from time to time. We usually check around for prices at the big stores, then come here to buy.

Great service in helping us choose our new appliances. It ended being one of the easier parts of our kitchen remodel. Wonderful delivery service by Jeremy and Rick. We are really glad we made the decision to shop local.

I renovated my kitchen about a year ago and bought all new appliances from Gray’s. They gave me a good price and were very obliging when contractor delays affected delivery. They helped me identify rebates, too.
Unfortunately, the refrigerator I picked had design defects that affected operation. They came out twice to try and fix it and when I concluded it was the design not the parts, they were very helpful in arranging a replacement. It was delivered a few days ago and is a huge improvement over the previous model.
Gray’s was very attentive and accommodating. I recommend them highly.

Typically a bit fan. Thought ownership should know that Ed was clearly annoyed with me as I asked some clarifying questions about the part I need. He was confident that I was ordering the right part… but I was not. I’m sure it is, but since service is what always differentiated Gray’s from others, it would have been nice to not feel Ed’s impatience. I… am the customer.

I needed to replace a casement a/​c in a permanent somewhat unusual installation. After my initial visit to the store Bill Jr. came to the house, looked over the old a/​c and installation, assured me they could install a new one. He wrote up a sales order with a price higher than I expected. However, when I later questioned this price Will, the sales manager, apologized for the confusion and offered to refund the difference in price. Evidently there is a disconnect in their systems. I appreciate his responsiveness to my problem.
The new a/​c was installed June 3. Nice fellows, efficient, helpful. I am happy with the new a/​c and their work.

We are giving this store 5 stars as they went above and beyond helping us with our problematic refrigerator that we bought from them .
They are helpful, honest and just a very nice family run store!!!
The repair technicians are very nice and skillful also.

Best honest friendly place to purchase. Needed an AC deliver & installed and wasn’t disappointed. Called around no one wanted or had installation and delivery reasonable. Everyone I encountered was terrific I felt important and cared about. From the Sale in shop Great price to the professional delivery & installers. One issue was remote did not work no problem they ordered a new one and dropped off to me– talk about top of the line treatment!

We have bought two homes of appliances from Gray’s appliance and have been
extremely happy with their service. We did have a problem with one appliance and
they came repeatedly to solve our problem. They went to the manufacturer and they replaced the refrigerator. I was shocked that they called the manufacturer for us.
I wouldn’t go anywhere else.

I usually refer people to Gray’s Appliance because I appreciate that they are a family owned and run business. I have been using Gray’s for appliance purchasing and repairs for years with no problem — until today! I called to get service on a product that the company clearly sells and I was told they never heard of the brand and do not repair the product if they don’t sell it. I checked the website and THE PRODUCT IS ON THE WEBSITE! The person I was speaking to (Suzanne) not only was rude but told me the website was wrong and the company does not repair older products. When I asked to speak with Will Gray or anyone managing the store she refused to put them on the phone. She kept telling the company does not repair old products. My kitchen is 3 years old and the hood was purchased from Gray’s, Suzanne said they don’t repair that type of product. This women was the rudest person I have dealt with in a long time. She is not helping this struggling company with keeping customers or gaining new ones. If you ask me — part of Gray’s problem is the people they have answering the phones. So ignorant — and rude — I will NEVER GIVE GRAY’S ANOTHER CENT after the treatment I received from Suzanne their «office troll»!
What happened to the customer is always right? I wonder — will the Gray Family ever realize it is not the struggling economy that is hurting their business — it is their employees and their attitude. The Gray Family was always a very nice family to deal with — unfortunately — they hire people that have no customer service skills. Stay clear of doing business with this company.

I am not one to take the time to write reviews but I received such great service and such a great deal today from Will Gray Jr and the staff when buying a new gas range. They beat all the online prices I researched. I will definitely recommend Gray’s to everyone I know and will being going back anytime I need an appliance or repair.

Sorry I had to post here since it seems to be the place people go to complain. I purchased a new property 10 years ago (2002) and my developer had given us a credit to get appliances from Grays. We picked out the appliances, they were installed, and have been trouble free for the most part for the last 10 years. They are prompt with service and the price is good… considering you aren’t going to a massive chain. I personally like to get the best prices, so I normally buy my appliances at the big chain stores, but with Grays I had no choice, and I’ve been very happy with service and the appliances.

In the fall of 2010, our dishwasher stopped draining. As Gray’s is a local, family owned business who serviced these, I called them. A very nice, professional repairman came out and found broken glass had clogged the motor (I didn’t even realize broken glass could get into this space. In the spring of 2011, the same thing happened. Not wanting to spend more $$ at a time when we had other home repair issues, I tried to fix it myself, thinking it may be the same thing. I finally gave up and called Gray’s again in July. The machine was mostly already taken apart. A different repairman came, proclaimed the drain motor fine and said we had grease buildup in the drainage hose. He was in and out in 15 min. and charged us $ 100 telling me he was ‘doing me a favor’ with that low bill. The very next time I used the dishwasher, we had flooding into the basement directly below it. I called Gray’s and was told ‘it didn’t sound like a problem with the dishwasher.’ They never offered to come out and check it gratis (there’s a 3 month warranty on their service). Not wanting to continue spending more money on it, I hand washed dishes until last month, when we took it apart again ourselves and my husband discovered the draining pump was leaking — note that this had NOT been happening before the service call. I contacted Gray’s and was told they’d ‘waive the service call’ to come out and repair it. All I wanted to know is what I got for my $ 100 the summer before — the problem had simply been made worse. Gray’s refused to acknowledge any possible wrong doing. We replaced the pump ourselves and the machine worked fine again. Never again will I call these guys. They made no attempt to turn around a poor situation and left me feeling like I’d thrown money out the window. In fact, if I’d taken them up on their ‘generous’ offer, I’d have spent a lot more money to fix something which appears they broken during reinstallation.

I’ll never buy an appliance from these guys again. When we moved to Melrose in 2004, we thought it would be great to support a local family business and went there looking for a washer/​dryer. They talked us into the Maytag Neptune washer/​dryer for like $ 1800. I figured we’re making a large purchase that we won’t have to bother with again for 10+yrs, so why not get a top quality combo. Google Maytag Neptune. Piece of crap. We started having problems right away and had a service guy out. He mentioned that he’d seen issues with this washer (it was brand new!). He fixed it but I still was unhappy with the quality of the wash.
I went back to the store a few wks later and talked with the guy that sold us the units. I asked about this particular washer because it wasn’t washing our clothes well, and everything came out of the washer all twisted up tight together. Guy says, «oh no, those are good. Rated highly and we haven’t had any issues.» This is bullshit because there were apparently all kinds of problems with these units that year (Whirlpool bought Maytag that year), and come to find out it was pretty well known. So if you’re selling this shit, surely you’ve heard about the problems (your repair guy has). It got so bad that there was a class action law suit against Maytag/​Whirlpool because there were so many problems with that model.
The thing finally died earlier this year — I guess we got lucky to get 7yrs shitty years of washes out of it. The dude that delivered our new Kenmore told me he’d been replacing them for a few years and everyone had nothing but problems (this was also confirmed by what I had read on line). He said he hasn’t been replacing as many recently because so many failed after 3−4yrs, most are cooked. So again, yeah for us to get as many years as we did.
Too bad, I’d prefer to support a local business but these guys didn’t own up when they could have.