Complaints

This profile includes complaints for Sherman's's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sherman's

  1215 W Glen Ave Peoria, IL 61614-4701

  
• 

  Sherman's

  300 Landmark Dr. Normal, IL 61761

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For over 2 years been dealing with refrigerator. Original was ice maker issue. After 8 visits they gave new brand refrigerator that was not stainless and still ice maker issues. After 5 more visits determined main board. For all service repairs no specific time just date. So sit around hours waiting. Now lost meat in freezer and talked to a nasty complaint lady. Asked for corporate complaint and was told they had none. Said I would take original refrigerator back and deal with it and was told no. I spent 10.000 to buy 4 appliances and this is their answer. Tired of waiting days and days for no specified time. People work so you have to take day off to be here. This is unacceptable and I advise nobody buy from them

  

  Business Response

  Date: 05/25/2023

  Management is currently working with the customer to get her issues resolved. Under the service contract agreement with manufactures, we are required to perform service on a unit until deemed unrepairable. We do have a technician scheduled to go to the customers home today with parts to get her refrigerator repaired. If the unit fails again after installing parts today, we will work with the customer to offer her a different resolution & this has been communicated with the customer. 

  Customer Answer

  Date: 05/25/2023

   I am rejecting this response because:
  
  
  They set appt for Wednesday then that morning called to say parts were not in. I took another day off and why did they make appt if parts were not there. Now coming again today. I explained to lady yesterday when I had to call them.  I said even if this fixed problem this unit is less than year old and I feared more problems. It is a lesser unit than I had first but I tried to work with it. I was told to give her a week to try to resolve with manufacturer but again made it clear I was expecting a replacement but not LG. I think over 2 plus years is long enough. Sherman's needs to replace at their cost. I bought 4 appliances in good faith and enough is enough. I repeated many times that regardless I wanted a different refrigerator.

  

  Business Response

  Date: 05/25/2023

  Hello,

  According to our records as of today 5/25/2023, at 12:11PM, the customers unit was repaired and in working condition. The unit will also remain under the service warranty, if there are any questions on what the service warranty covers, we suggest the customer to review her manufacture manual or give us a call. If the customer experiences any further issues, we recommend her to contact Sherman's service & repair department for further assistance. 

  Thank you, 

  Customer Answer

  Date: 05/26/2023

   I am rejecting this response because:
  
  I was told they gave extended warranty and requested e mail to confirm. Was told by ******* she would send. Never got it. Also I said repeatedly I want replaced other brand as I do not believe this one will last. She told me to give her 7 days and she would work on it and if manufacturer wouldn't agree then she could do something. Less than a year and so many repairs. Sherman's does not in my opinion do more than put a band aid on it. I want a replacement not same brand. I was given a cheap version and not what I was told. They readily accepted money for 4 appliances I purchased. Sherman's needs to step up as this is beyond customer patience. For years I have tolerated over 13 visits for repairs between 3 refrigerators. Even service guy agreed this should be enough. Less than a year on this cheaper version and about 7 visits. Would anyone accept this. I received e mail that warranty terminated in June from LG. No ******* is not truthful to what was said. They record and it will prove I was told it would  be exchanged after LG denied claims. I have lost pay and even been lied to last week about parts being in. Took day and parts weren't there. Now another day off and still don't believe this will last. Sherman's does not give  a time so you have to take day and just wait around. No this is not resolved until I get new brand refrigerator.

• Initial Complaint

  Date:11/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We placed a call to Sherman’s for an appliance repair on two of appliances that were purchased in October of 2017 and installed in our new house in December of ‘17 or January of’18. Our stove top has had constant problems and so has our fridge with the ice maker and freezing. This call was made in January of 2022, they came and didn’t even look at our fridge and said it wasn’t on their ticket and refused to look at it. Then they came back in February or March to fix the stove top, but he ordered the wrong part. And the fridge needed a part ordered. They have been stringing us along since. My stove top doesn’t work. And my fridge has a lot of ice forming in the back. They keep telling us a part is on order. It won’t specify if it’s for the stove or fridge. They hang up and don’t answer any questions. If I leave a message they call back and are very short with us. Our extended warranty will be up soon for our fridge so they will more than likely be charging us. Quite honestly I wouldn’t recommend their business to anyone. I can’t believe such a reputable company can just string people along and not provide any answers.

  

  Business Response

  Date: 11/28/2022

  Management has tried to contact the customer to discuss this issue, a voicemail was left for the customer. 

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new dryer from ********s on 4/18/22, including the pedestal, 5 year warranty, and installation. When the company delivered the dryer to install it on 4/20/22, the installers didn't know how to hook up the water line (for steam) and the exhaust to the wall duct. ********s came back out 4/22/22 and hooked that up. However, then the dryer would not tumble. I drove to ********s and they decided to replace the dryer & pedestal instead of trying to service. They replaced the dryer and then the pedestal on 4/30/22, including hooking up the water and exhaust. However, they also caused a water leak when hooking it up. They thought they had cleaned most of the water up with towels but we found water in the wall and damaged drywall. We took pictures but chose to just replace the drywall ourselves instead of fight with ********s. However, this new dryer now leaked water out of the front of the dryer door. Called for service, also called Electrolux and they directed us to ********s. ********s came out 5/9/22 and said they thought possibly ductwork but ordered parts to replace the door. 6/3/22 we asked when they would fix door and they said they ordered wrong parts. Waited more weeks. ********s replaced door on 8/26/22 but same issue remained. They said they would order more parts. We also replaced all the house dryer duct to eliminate that as a cause. ********s came out again 9/30 with parts unrelated to the door. Tested drying and again the door still leaks. Called ********s 10/5/22 and she wanted to send a 'senior tech' out (same service guy as before), he came 10/11/22, couldn't find a reason and had no more solutions. I called ********s asking for them to take it back and refund the money. She said she can't do that per the contract. However, we've been patient for 6 months with a dryer leaking water from the door at every load with no resolution from ********s. We want them to take back the defective dryer and refund our money.

  

  Business Response

  Date: 10/13/2022

  We apologize the customer has been having issues with the
  dryer. Shermans has a no return policy, and this was explained to the customer
  by management on 10/12/22. Management will be working together to find a
  resolution for the customer and will be in contact with her as soon as we have
  more information to discuss with her.
  
  Thank you

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 rooms of furniture from Sherman's and delivery began on 05/22. Each set that was delivered had visible damage. The first set had to have parts ordered and a repair technician came out to fix it. This process took 30 days or more to resolve. One piece of that set had structural damage that couldn't be repaired and we were offered to return it or refund. Expected a refund for the permanently damaged piece of furniture. The second set delivery was ripped with a knife during unpacking and the delivery team stripped the couch leg so which required another visit for a repair technician and time off work. The third set of furniture was delivered and the delivery team couldn't get it down the basement stairs and in the process of their attempts damaged my walls leaving scratches resembling a race car track along with holes that require mudding to repair and of course repaint. Additionally, I have two stair banisters that were damaged so badly that they need replacing. Another set of repair technicians was dispatched who attempted to repair the damage and felt it was beyond their skillset and suggested that Shermans hire a contractor. We were awaiting them to schedule a contractor which required us to call several times for reminders only to be told they dropped the ball and to move forward with hiring our own contractor. After doing so, we are not being told they will only pay for the banisters and not the wall damage in exchange for them getting my basement furniture downstairs. This was never communicated by ******* (store mgr), ****** ****** ********* ***** **** ******** ** ******* before 9/27/22. Yes, this is how many people were involved in conversations about all the issues we have had. I would like my walls repaired and painted back to the original color and banisters replaced by Shermans as they originally agreed. We've lost numerous hours of work over the past 4 months dealing with these issues that weren't created by us.

  

  Business Response

  Date: 10/03/2022

  Unfortunately, there was some damage to the furniture that the
  customer purchased that we were not able to successfully repair to its new
  condition. The customer was offered the option of a refund to keep it as is, or
  a full return. The customer accepted a refund to keep the furniture with the
  damage of the amount $1,200 on 5/27/22. We agreed to not charge the customer a
  tear down fee of $200 per piece to get the furniture into the customers basement
  that would not fit if agreed to not do repairs on the damaged wall and send our
  team to fix the banister. Unfortunately, our team was not able to take care of
  the banister because the colors they had did not match to the customers
  original staircase. The customer was instructed to get a contractor to their
  liking for a repair quote. Management obtained an updated quote from the
  contractor that the customer selected to get the banisters fixed on 10/3/22 and
  agreed to pay out the quote. Management will be reviewing all contact calls
  with the customer to confirm we agreed to waive the tear down and not pay for
  the wall damage and only take care of the banisters. 

  Customer Answer

  Date: 10/03/2022

   I am rejecting this response because:  Sherman took full responsibility for finding a contractor to repair the damage of the banisters and walls.  It is only when we called to check the status of the repairs were we told that they put the contractor request out to two individuals and had not heard back as of yet, and at that point gave us permission to search for a contractor of our choice.  At no point did I ever understand that Sherman's was only liable for the repair of the banister and to prove this I moved forward with the contractor request to repair the walls and the banister.....as this was the original agreement.  It was only after the contractor submitted the estimate that Sherman's then went back on their agreement to repair both walls and banister. 

  Why would we have requested a quote for both repairs if we understood them to only be responsible only for the banisters.  As stated, I made the purchase in May 2022 and my home repairs have not been completed as of yet.  It is only by our own efforts that we have a contractor quote nearly 4 months after they damaged my home.  Please ask them to see their call records and the numerous calls we've made and conversations with several employees including the store manager who agreed to make the repairs at Sherman's expense.   Three of their employees agreed that repair would be done for wall damage and banister repair.  On August 5th, 2022 two Sherman's employees were at my home and described their process for the wall and banister repairs.  After ordering the banisters, they then determined that it's not a job that they can complete to satisfaction and that's how we arrived at hiring a contractor to fix the repairs...again, never agreeing to only fix the banisters. 

   

  It is my desire that Sherman's agree to their promise to repair my walls and banister damage. I'm appalled that they would even consider charging me a convenience fee to get my furniture to the basement based on the months of problems I've had with every set of furniture delivered and the length of time it's taken them to resolve the damage issues, however if they want to charge me a fee for getting my furniture to my basement then so be it, but I want them to fix the damage they caused to my home.    

   

  
  
  
  

  
  

  

  Business Response

  Date: 10/04/2022

  Spoke with Mrs. ****** and came to an agreement of paying out a total of $1,330. This will be paid directly to her contractor for repairs of the banisters and half of the wall repairs. This is in addition of a $200 waived service fee for furniture tear down at the time of delivery on 8/2/22. 

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased prior fridge from Sherman's that had nothing but problems with icemaker. When it died we went to Sherman's for replacement. Explained prior problems to salesman with Samsung fridge and were assured these issues had been resolved by manufacturer and again bought a samsung with extended warranty. Have been having the same issues non stop since purchase that we were promised would not be an issue. They have serviced our fridge about 10 times and even replaced it once with no resolution. They promised us several months ago if they could not fix it on the next visit they would let us exchange it for a different brand. They have been here several times since then and now refuse to let us get a different fridge. The last fix they replaced parts and damaged a cosmetic piece of the door on install. They want to fix this thinking it will resolve the issue. We have had to purchase between $50-100 of ice since we do not have a functional ice maker. We were also told by service to buy a specific Samsung water filter which would solve the issue. This cost us an extra $42.50 and did not solve the issue. Ice maker still not functioning and continues to leak water from the icemaker. I would like Sherman's to honor their word and let us exchange the fridge for a different brand as well as refund the cost of ice purchased and filter cost that was not needed. I offered to pay the difference if new fridge cost more than current model.

  

  Business Response

  Date: 09/02/2022

  I apologize that the customer has been having on-going issues with
  their Samsung refrigerator. Someone in our management team will be contacting
  the customer to arrange an exchange for a different model. 

   

  Customer Answer

  Date: 09/07/2022

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  We went to store today and purchased new fridge minus prior amount from prior fridge.  Just sad that you would not keep your word until we filed a BBB complaint.  Thank you.

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since February of 2022, Shermans has been working on the Miele dishwasher I purchased from them in 2020. One day after the 2 year warranty expired, my dishwasher started displaying a code that indicates water has overflowed. A service person came approximately 2 weeks after my first call and asked if I had gotten A service number from Miele. I had not, they said no big deal and the office advised me it was at the tail end of the warranty and they would reach out to Miele about honoring that. No repairs done as the water had evaporated but the technician said there was possibly a bead leak. About a month later, it happened again. I again had not been informed of the process to reach out to Miele the technician came out, same deal. I connect with Miele and they end up agreeing to supply a fan for replacement if it occurs again, which it did. Fan was replaced and this time I got about 40 days before it happened again. This time another person came out and they demanded I call Miele first. He shifted the dishwasher and the next day it began leaking all over my floor. When they finally came out again I was the told I had a leak that would cost over 700 dollars to repair. They broke my dishwasher. This error code would literally stop on its own and everything they did worsened and eventually broke my dishwasher.

  

  Business Response

  Date: 08/31/2022

  I apologize for all the inconvenience that this process may have
  caused the customer. The issue with the dishwasher was called in to us after
  the manufacturer warranty expired and there was not an extended warranty
  purchased. Once the manufacturer warranty expires, we are dependent on
  manufactures to approve any assistance for the repairs. Our records show that
  we have not charged the customer for any service repairs. The first service,
  Miele approved to take care of the repairs completed on 5/19/22. The second
  service was called in 7/6/22, being past the 30 days guaranteed, we attempted
  to get assistance from Miele again to cover costs and it was not approved.
  Unfortunately, the dishwasher requires further repairs than the work originally
  performed. We have waived additional service fees on follow up visits and the
  customer are responsible for any additional parts & labor. The customer
  declined to proceed with service. We will attempt to call the manufacture again
  for further assistance. 

  Customer Answer

  Date: 08/31/2022

   I am rejecting this response because:
  
  
  1. It does not address the fact that the day after my dishwasher was “shifted to the left” it started leaking all over the floor. Something clearly happened as a direct result of that manipulation.

  2. Miele offered 15 percent off of parts understanding that the situation has not been handled appropriately by Shermans. I asked for a moderate discount on service as well from Shermans (see number 1, they clearly broke the dishwasher) and they failed to respond. 
  

  3. They repeatedly ignored the Miele service procedures when scheduling my service for the first few visits. I don’t believe they will have anyone to actually reach out to Miele…why not do that in the first place?

  

  Business Response

  Date: 09/06/2022

  We've approved to let the customer come and reselect a new dishwasher. The customer is aware and will come into our store to work with a salesperson. 

  Customer Answer

  Date: 09/07/2022

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible experience with the repair team and customer service. After spending $600 to repair my fridge and having Sherman’s out no less than 5 times over the course of 2 months, I have been left with a non-working fridge and a completely miserable customer service experience for a customer who has used Sherman’s for nearly 10 years. The fridge worked for a matter of hours after each repair, but Sherman’s has refused to offer any type of a credit towards a new fridge citing the parts have been in the unit for longer than 30 days. Despite the fact that I called multiple times within those thirty days to report the fridge not working, and despite the fact that the slow pace of repairs was due to Sherman's scheduling issues which takes weeks in between appointments. The customer service manager was a poor listener and did not show any understanding for our situation. She promised me a call back yesterday, no call has been returned. Additionally, I have zero confidence in the repair technicians and suspect they were randomly replacing parts without any idea what was really wrong. We even asked them if we should just get a new fridge at the beginning of the service and they suggested we repair it. On the 5th visit from Sherman’s, they suggested another $400 repair. Ordered a new fridge from Lowes today and really happy with the experience there. Do not support this company; they do not care about their customers even after years of loyalty and spending thousands at Sherman’s. So disappointing. Would’ve bought my new fridge from them as well as a dishwasher, washer, drier and other appliances but they have lost my business. Lowes was quite a bit cheaper for the Kitchen Aid fridge we just bought, they also offer free delivery. Hate to recommend a big company, but that’s the unfortunate situation Sherman’s has left us in.

  

  Business Response

  Date: 08/24/2022

  I’m sorry that this customer is not satisfied with his
  experience with our service dept. Unfortunately, the refrigerator requires
  further repairs than the work originally performed. We have waived additional
  service fees on follow up visits and have charged only for parts & labor
  beyond the original service fee. The customer declined to proceed with
  service.  We offer a 50% Service Fee voucher towards purchase of a new
  unit in the event a customer decides not to proceed with service.  We have
  offered to refund directly back to the customer’s credit card as he stated that
  he has already purchased a new unit elsewhere.  We do not keep credit card
  #’s on file and would need to collect this information from Mr. ****** either
  via telephone or in one of our stores to process the refund.

  Customer Answer

  Date: 08/24/2022

   I am rejecting this response because: this response is misleading and the customer service team never once mentioned the 50% voucher when I told them we were going to buy a new fridge. Had I known this, maybe we wouldn’t be in this situation. Like I said, Sherman’s failed to mentioned this option till now.The “refund” they offered was $65 and not even 10% of the repair costs. I request that Sherman’s refund 100% of labor costs associated with this nightmare
  
  
  
  

  

  Business Response

  Date: 08/25/2022

  Our customer service manager has communicated with the customer
  via email and came to an agreement on refunding him labor in full and include
  half of the service fee that was initially offered to him. Customer
  has agreed to this compensation and has been processed on 8/24/22. 

  Customer Answer

  Date: 08/26/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will say that I had to send multiple emails, Facebook messages and calls to get this  outcome. Sherman's put us through a lot and showed zero compassion or admitted that they were in the wrong or apologized for leaving us with a broken fridge after taking our money for literally months. Had I not filed a complaint with the BBB, it is likely Shermans would have offered no compensation. The customer care team was curt and rude. I will not be returning. Additionally, high end appliances are more competitively priced and other retailers like **** ****** ****** *** *****. This is not the same Sherman's Place when it opened as a family store 75 years ago. So disappointing that this retailer has lost their ability to operate as a family company that cares for its customers.