We purchased an 8 appliance package from Perla. My family has been purchasing appliances from the Perlas's since they were located on 6th Street in Braddock. The service we have received is horrible and we purchased high end GE Profile Brand. Rocco is a con artist and we've found that the appliances sold to us were older models. This has been the worst buying experience in the history of consumer spending. I can and would never ever purchase a glass of water from these swindlers...
Don’t be deceived by the 3.5 star rating like we did! Perla’s has the worst costumer service I’ve ever experienced!!! After our wall oven unit broke in late June, my husband and I contacted Perla’s Plus Appliance to select a new oven, stove top and hood for our kitchen. We met with “Rocky” Perla and selected our appliances and set up financing for the same on July 3rd. We heard NOTHING from Perla’s for 4 weeks. At that point I began calling repeatedly, sometimes as many as 3 times a week, and rarely received an answer. I left many voicemails and only received fragmented return calls. Each time I was fortunate enough to speak to someone from Perla’s I was provided with no viable ETA on a delivery date of our appliances, despite already receiving billing invoices and more importantly, not having a functional oven for well over 6 weeks. Finally, in early September –2 MONTHS AFTER ORDERING – we were able to set up an installation date. Shortly thereafter, we received a call from Perla’s that the stove top we purchased was no longer available. They did upgrade us to a cook top $200 more expensive (silver lining). When the contractors arrived for installation, it became painfully clear to us that they were not informed as to the work that needed to be done. We were told that Rocky had not told the workers that we were switching from a combo wall oven/microwave unit to a singular oven unit. This switch required the installation of a shelving unit, as well as a custom-made piece to cover the exposed hole where the microwave would no longer sit. We had spoken with Rocky regarding this switch at our initial consultation and we selected a black metallic custom cover piece. We were told this piece would be ordered and available for installation. It was not. The contractors, thankfully, were able to build the shelving unit but they did not have the cover piece to conceal the hole in the wall because it was never ordered. The next major issue was the hood. It arrived at our house severally bent. In addition, the hood was not as we expected so we elected to have it returned. I was told that Rocky would call me the following business day to discuss the next steps in completing the installation process. Knowing from experience that was very unlikely, I initiated a call to Perla’s that following Monday morning. Rocky, surprisingly, answered the phone and told me he would research the hood styles we were interested in and he would order the custom cover piece. He told me he would call me later that day or the following day to verify the cover piece had been ordered, and we would select a time for my husband and I to come back in and look at other hood options. It is now October 1st – 3 WEEKS AFTER THE INSTALLATION DATE – and we have heard NOTHING from Perla’s. There is a 10” hole in my ceiling with wires hanging from it and a 2’ hole underneath my oven and Perla’s could not care less. I rarely write negative customer reviews but I felt compelled to tell our story in hopes that no one has to go through this.
I wish I could give a lower rating than one star. The first install ran over an hour (one hour is included in the appliance delivery, so hour two was an additional cost). It wouldn’t have been a big deal, except that the installation guy stood in the kitchen scratching his head (literally. Rubbing his chin, too!) saying he didn’t know how it was going to fit.The second visit was for the range hood. Incorrect paperwork was given the first time and the hood had to be remounted/re-drilled/refitted with ductwork.The third visit was to adjust range top burners that were not working properly. No adjustments could be made at the time. I still have to use a lighter to light burners on my $10k stove.The fourth visit was fine. The guys were on time and moved the stove out of the way to get the floors redone. Nice work! We scheduled this removal AND the next visit to move the stove back into place at the same time. This becomes important because due to its correctness for the first visit. Obviously, they knew what was supposed to happen since they did it correctly. The fifth visit was supposed to be this morning. Only one guy was scheduled for the visit. The stove weighs ~450 pounds. I called the store for details on the situation and learned that today’s service call wasn’t booked as it should’ve been; it was booked as an install without needing the stove to be moved. Even though it was booked at the same time as the prior, correct, service call. When I sought a more efficient solution – one that did not involve taking more unpaid time off of work – I was told by the owner that I should take my business elsewhere. And I was told loudly and rudely. After ~$700 is service fees, and $10k in appliances, I was told to take my business elsewhere. So I will. And I will make sure that no one makes the mistake I did in choosing Perla’s.
Worst customer experience ever. They were assigned to fix my dishwasher by my home warranty company. I scheduled them to come the first day. I took a vacation day for the repair and they never showed up. I called the company and they said that they had to cancel my appointment and the very rude woman I spoke with insisted that she had called and left me a message that morning to let me know. I double checked my missed calls and voicemails - they had never called. So this was one vacation day wasted. I rescheduled for about a week later. The repairman, who was not very personable, showed up on time. He was at my house for about 20 minutes apparently clearing debris from the drain pump. The dishwasher worked fine for about 5-6 cycles and then stopped draining again. I called Perlas back and they said that they would get in touch with the home warranty company to see if they would approve a new drain pump. I waited for about a week and called back, and they said that they were still waiting to hear back from the warranty company. After about another week of waiting, I finally called the home warranty company back myself. They had never heard anything from Perlas about a request for approval for a drain pump. I was able to accomplish in 5 minutes with the warranty company what Perlas was unable to do in two weeks and my next service appointment was scheduled for two weeks out (because of my calendar, not theirs'). So I here I sit today. I took another vacation day. My service call was scheduled for between 9 and 1. I deliberately scheduled for the morning so that I would be able to do something nice with my kids after the appointment and make the most out of my vacation day. At about 12, I still hadn't heard anything from them and I was starting to get bad feeling, so I called Perlas to see if they had an estimated arrival time for the repairman. They told me that they had incorrectly scheduled my appointment for between 1 to 5 but that they would be unable to make it today. When I voiced my very valid frustrations to Rocky, the owner, about my experience with his company thus far, he became very rude, defensive, told me that they would not be coming to fix my dishwasher at all, and hung up on me. With customer service skills like his, I'm surprised this place is still even in business.
This is the second time the helpful people from Perla have fixed my 20+ year old Maytag dryer. I called on Thursday, the service person came on Saturday (which was great for me, I did not have to miss time from work). The store called me around 10 AM to say the service person was on his way, with one stop before me - he arrived at about 10:40. The young man was both courteous and competent. No complaints at all, my problem was solved!
The Perla's are a family that are dedicated to try and please even if it they ar busy. We were warmly greeted and treated like close friends. Its was nice to have someone feel as excited as i was to have a new kitchen. Made the effort to get me my dream kitchen
My experience in dealing with you was excellent. I called on Friday morning and you provided me with a next day service visit. I will recommend your company if anyone is in need of appliances being repaired. Thank you
My refrigerator died on a hot evening. We went early next morning to Perla's. I was shown several very nice models and chose a stainless French door model with bottom freezer, on Sale! The delivery truck arrived before we even got home, but came back and installed it that afternoon. Now, that's good service! Thanks
Horrible Experience. Ordered new stainless steel kitchen appliances. Total price paid was $3,400 and $650 in manufacturer's rebates were promised. Owner, Rocky, said he would provide rebate paperwork upon delivery for me to submit. He did not provide rebate for dishwasher. I have been asking him for rebate information for 4 months and he says he sent it in for me and didn't keep any record. He cannot provide follow-up information for me and basically I just have to take the loss. The customer service has been awful. The dishwasher was installed wrong and caused flooding damage to the basement floor. The service department stood me up and were hostile about returning to fi their mistake. The refrigerator was not levelled when installed and the delivery man left his equipment at my house. No one at Perla's cares that the stole my money and made screwed up our installations. We have had them back several times to fix errors. They ordered parts and never let me know that they had come in. I have to call them regularly because they show no initiative. They will not even pretend that they're going to honor the dishwasher rebate and they won't return my emails or calls. STAY AWAY FROM THIS PLACE!!!!
We purchased a GE refrigerator from Perla on 7/28/12. Soon after installation we realized that one of the doors on our side by side refrigerator was making a noise. While placing the service call with GE we found out the the refrigerator was purchased by Perla in January 2008. Yes, our floor model purchase was already FOUR YEARS old soon to be FIVE. Rocky of Perla said that the had no knowledge of the age of the appliances he purchases through a distributor. Additionally, he was rude over the phone. Buyer beware. There's little to no recourse with Perla. We wanted to give our full kitchen appliance contract to a small, locally owned company, but unfortunately we got burned. Lesson learned - as much as I hate to say it, with the big boxes, you'll have recourse & better customer service.