Karl's TV, Appliance & Service La Crosse

One star - far from great, this pretty much sums it up. I recently bought a refrigerator from this location, after our previous one had a failure. I had called previously to going to the store and the associate told me it was in stock per the system, but he wanted to check the warehouse. He put me on a brief hold and came back confirming it was in the warehouse and he pulled it aside. I went to the store at that point. Once there, the associate I spoke to was busy helping another customer, so another associate said he would help me. He asked the other associate for the model number, which was provided. He confirmed with the other he knew which one it was, and went back to get it in the order to print the invoice, etc. I paid for it, and they went to the warehouse and loaded it on the trailer we had. Once home, we unboxed the refrigerator and upon looking at it, we realized it was the wrong size. I called the store, and asked them to make this right at their expense. They had no one available until Tuesday, which was not acceptable. I told the associate that I was not hauling an unboxed refrigerator back for risk of damages with straps, etc on the trailer. He said that was fine and they would send a truck out to get it. We drove back to the store and picked up the correct size. Once back at the store, the associate was not very apologetic. He had the correct size ready to load on the trailer. I had asked for partial refund for my inconveniences. The associate said he couldn't do it and the manager was not on staff. I asked for the manager to call me the next day. The associate said he would leave him a message to call me. I also asked the associate when the truck would be coming out to get the wrong sized one out of my garage. He originally said the next day late morning and then said, well maybe early afternoon as the morning was pretty full. I confirmed and then left with the correct size on my trailer. The next day, I never received a call from the manager and at 2 PM, the truck still had not came to pick up the wrong size. I called the store, the first associate said he would call me right back after getting an ETA. Another hour later, no return call, so I called again. Got yet another associate. He said the truck wouldn't be there until 4:30 PM - 5:30 PM. This was far from the early afternoon as promised the day before. I asked for the manager, also, as I still had not gotten a call back. I was transferred to the manager. I explained the whole debacle to him. He said he knew nothing about the situation and was not left a message to contact me. He was less than apologetic also. I asked for the refund and he had the audacity to try to offer me a free warranty over giving money back. I told him that I should be requesting far more than I was for my struggles. He finally issued the refund. I did request the truck be expedited, as I had waited all afternoon for them already. They did not show up until 5 PM, which is far from the early afternoon as mentioned originally. I will say I will never do business here again.

I needed to quickly purchase a washer and dryer via phone, and sales associates Daniel White and Steve Marx in Onalaska were incredibly helpful, courteous, and knowledgeable. I was able to claim three different rebates to lower the already-on-sale prices, and Daniel gave me great tips about how to fill them out so the process was smooth. The delivery crew was professional and skilled, and I was happily doing laundry just a couple of days after my frantic phone call to Karl's. I would not buy appliances anywhere else.

We purchased appliances for our new home at the end of September. Because we were still building, we didn’t need delivery right away. Steven, who sold us our appliances, was excellent—he checked in with us about once a month to see if we were ready for delivery, which we truly appreciated. If I were rating our experience with Steven alone, it would be a solid 5 stars. Unfortunately, our delivery experience did not match that level of professionalism. Our appliances were delivered this past Monday. At the time of purchase, we were told that installation would be included with delivery. When the delivery team arrived, they could be heard outside our home—by both our builder and plumbers—openly swearing and complaining that we had “too many stairs.” This was extremely unprofessional. They brought all of the appliances upstairs except for the refrigerator, claiming it would not fit. They also did not install a single appliance. After they left, I realized they hadn’t provided any of the necessary cords or hoses. We contacted Karl’s, and the same delivery team returned later to bring the missing items. When I asked why the appliances were not installed, I was told that installation was “not their job” and that we would need a service technician to come out—information that was never disclosed to us at the time of purchase. To make matters worse, we were able to get the refrigerator upstairs ourselves, proving that it did in fact fit, despite being told otherwise. Overall, this experience was disappointing. I would strongly encourage management to remind delivery staff that they are representing the company when they’re in customers’ homes. The difference between our sales experience and our delivery experience was night and day.