Costco (Innovel) does not handle all of their deliveries. Some brands, including GE, are delivering direct to the customer. I purchased a GE washer and dryer set through Costco and did not know this. I also purchased an LG refrigerator. The Innovel folks came right on time (maybe a few minutes early) with the fridge and they were fantastic. GE never showed up at all and rescheduled after I waited 12 hours and multiple phone calls.storewanderer wrote: ↑January 3rd, 2023, 5:38 pmI have not heard very positive comments about that delivery and install business since Costco took it over. Based on what I hear, it sounds like it is still run by Sears (horribly).
Eventually I did get the GE washer and dryer and had problems. GE rescheduled me multiple times on an exchange and never got it done. I called Costco even though it was past the 90 day return policy and it took them a day to get approval for return out of policy but they made GE come out and eat the washer and dryer. I purchased an LG set to replace. Innovel delivered that too, again early to appointment and just a fantastic, detail oriented crew. The delivery was very challenging because they basically only had an inch of leeway through the doorframe. The GE set had failed because they damaged them getting the units through the challenging hallway to my laundry room - apparently they damaged them (possibly dropped them - I wasn't there for that GE delivery unfortunately) as there were machine screws that had been replaced and they were not in correctly which caused the entire machine to shake on the pedestal.
Every single aspect of the Innovel delivery from Costco was great both times they were out.
I noticed that in reviews for GE appliances on Costco.com there are lots of negative comments about how horrible the delivery service was. I don't think those folks know that if you buy a GE appliance from anywhere that GE themselves will deliver and the experience will be horrific. I spoke to multiple supervisors at GE and they literally lied to me, then when I confronted them about the lie they basically just switched to "we can't help you." GE had the model in stock for delivery in 11 days, yet magically they kept saying I would need to wait another month for an exchange due to out of stock. I asked if they are lying to me, or lying to the customer who can place an order right now for delivery in 11 days - because clearly someone is being lied to. I did send a note to the Costco escalation team and told them that they really need to drop GE as a brand as they reflect back poorly on Costco. I think this is why you are hearing their delivery experience is bad - they can't control the 3rd party requirements for brands like GE, but neither can any other retailer.
I purchased a stove from Best Buy, their delivery was good. Purchased a backordered dishwasher and installation from Lowe's. It arrived two weeks earlier than expected and it was a trouble free experience. None of them were particularly great.
I purchased a garage freezer from Home Depot. My God. They are the absolute worst at delivery and policy. Their return policy is same as a new car, once it arrives its yours period. 48 hours to request an exchange and after that they couldn't care less if it explodes like a bomb. Communication was terrible. It arrived late, scratched and dented. They told me if I refused it they were out of stock and I could have to wait two months. I asked how much of a deduction they would make for the scratch and dent which were on the side and not really terrible. They called a supervisor and after going around ten minutes they asked if I would agree to a $75 refund. I accepted and they said all I need to do is call the customer service line for Home Depot and they will refund over the phone. Called Home Depot an hour later and they refused to honor the agreed upon $75 and claimed that they were not called and they were not responsible for a verbal agreement with the delivery crew. Said "they aren't Home Depot so they can't agree to anything on our behalf." Then they tried to offer me $20 instead. I told them that I'm sure they get many customers who are capable of raising hell, but few actually do it and I am the one that will find a way to be on the phone directly with the CEO today if they don't back off the BS and give me the $75 we agreed to. It took nearly two hours on the phone and multiple supervisors and managers before someone would finally agree to the damned $75. I guarantee that they spent at least 3 times that in payroll for the various supervisors and managers who all wanted to rip me off. The final insult was that the person who finally agreed to the refund could not do it over the phone and had to leave it in the system so I had to drive back to the store to get it. I will never buy so much as a bag of nuts from Home Depot again.
Without a doubt Costco's Innovel delivery was far above everyone else in speed, quality, professionalism, and punctuality. And they're the only one that has a fair return policy that will stand behind your purchase. Costco first every time for appliances.