By Consumer Reports
When it comes to shopping for appliances, it's not just about the big
retail stores anymore. Online stores, independent retailers and even
QVC (the TV-shopping channel) have been among the most satisfying places
to buy appliances, according to survey responses from more than 16,000
Consumer Reports subscribers.
The research found that overall, 92 percent of respondents were highly
satisfied buying small appliances online. As for walk-in stores, over
three-quarters (77 percent) were highly satisfied.
Abt Electronics, which is based in the Chicago area and ships nationwide,
was among the top retailers for large appliances. It reaped praise from
shoppers who bought one or more appliances in the past year. CR didn't
have enough responses to report on every appliance retailer, but Sears
and Best Buy in particular received low grades for returns.
For small-appliance purchases, Amazon and QVC topped the list. Amazon
received high marks overall from shoppers and was a standout for selection,
while QVC also had among the highest scores for customer satisfaction.
CR did learn of some criticism from respondents who'd shopped for small
appliances such as vacuum cleaners, gas grills and coffee makers. Product
selection, service at the time of purchase, and the checkout experience
were particular sore points, especially at Wal-Mart and its warehouse-club
sibling, Sam's Club.
Tips for appliance shopping
Overall, people were generally happy with their experiences shopping
for appliances, especially compared with other consumer services CR
measures. But some strategies they tried made shopping more successful:
Plan ahead to get good prices.
Almost 30 percent of those shopping for major appliances looked up buying
advice on retailers' websites before making their purchase. Of those
shoppers, 75 percent found it helpful. Sign up on a retailer's website
weeks before a purchase to receive e-mail coupons and other promotional
deals such as rebates, free shipping and so- called VIP sales. And try
haggling. According to 35 percent of major-appliance shoppers who tried
to negotiate prices, 72 percent were successful with a median
savings of $97.
Choose a store for its selection.
Survey respondents who bought major appliances praised Abt Electronics
and the Best Buy-owned Pacific Sales for having an ample selection.
Home Depot got low marks for its selection of small and major appliances.
Amazon received high marks overall from shoppers for small appliances
and was a standout for selection, while Costco and Sam's Club, the two
warehouse clubs in the survey, received low scores for small-appliance
Consumers search for service.
Independent retailers earned high marks from shoppers for major and
small appliances. Abt got top marks among shoppers of major appliances,
and independent retailers had the highest marks from small-appliance
shoppers at walk-in stores. All the other venues except Sears had low
Watch out for warranties.
Eighty-three percent of shoppers for major appliances said their checkout
didn't conclude without at least a suggestion that they purchase an
extended warranty. The median price paid for an extended warranty or
service contract was $113 for a major appliance and $40 for a small
appliance. CR doesn't recommend purchasing a warranty or service contract
because most repairs do not occur during the limited time period covered
by the extended warranty. Consumers who do purchase one should be sure
to understand the terms, particularly how it differs from the standard
warranty and which years it covers.
© Copyright 2011 The Atlanta Journal-Constitution