Complaints

This profile includes complaints for Karl's TV, Appliance & Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Karl's TV, Appliance & Furniture

  605 Main St Gregory, SD 57533-1434

• 

  Karl's TV, Appliance & Furniture

  8 Knollwood Dr Rapid City, SD 57701-0654

• 

  Karl's TV, Appliance & Furniture

  400 W Sioux Ave Pierre, SD 57501-2445

• 

  Karl's TV, Appliance & Furniture

  2291 E Colorado Blvd Spearfish, SD 57783-3200

• 

  Karl's TV, Appliance & Furniture

  2287 E Colorado Blvd Spearfish, SD 57783-3200

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:06/05/2025

  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.

  This all started when we purchased appliance from a local store that offered service with purchase. When the owners of the local store sold to Karl’s, we were told Karl’s will honor and service our equipment. So on January 16, 2025 we had our dishwasher serviced. Not once did they mention cost except for what the part might cost, which we had not agreed to order, nor did they mention the “Travel” charge if $100 on top of the service for a total of $185.52. If this was shared we would’ve denied the service. Upon receiving the first invoice in February we called Karl’s and spoke with a woman. We explained the situation and she said she would get it figured out and send a new bill. The new bill arrived in March for the same amount, no call or explanation from ****. We called again, reached a woman (not sure if it was the same person from last time) but now she was saying we never called Karl’s. We explained the situation again and she said she would look into it on Monday. We never heard from her, despite taking down our contact information. Instead of a call back with an explanation, we received another bill in April for the same amount, to which I sent payment for the actual service of $78.56 and advised we would NOT be paying for the travel fee as it was not disclosed to us. I provided additional explanation for why we weren’t paying it and the events so far. They cashed the check and issued another invoice in May 2025 for service charge and the travel fee for a total due of $115.26. We will NOT be paying it and it is ridiculous they refuse to resolve the situation due to their own shortcomings.

  Business Response

  Date: 06/06/2025

  Karl’s has received this complaint.   Karl’s has a
  standard diagnosis fee of $120 that includes labor, trip and material
  charges.  It is standard practice to communicate that minimum charge to
  the customer prior to creating and dispatching a service call.  Apparently,
  there was some degree of miscommunication in the beginning as we did set a
  service call with the customer and the customer chose to decline the repair
  because of the expense of parts.   Subsequently the customer was sent
  an invoice with labor and trip.  The trip charge was elevated because of
  travel distance for the technician.  Clearly there was poor communication
  after the initial billing and a resolution should have taken place. 
  Karl’s is waiving the remaining balance due and the customer should receive a
  final invoice showing it has been cleared.

• Initial Complaint

  Date:05/06/2025

  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.

  Purchased a refrigerator from Karl's in Brookings. On 12/24/24 we noticed that the refrigerator wasn't working, that the whole unit fridge and freezer wasn't cooling. Called Karls 12/26/24 and they send a "technician" to our home to look at it. They believed that the compressor quit so they took the fridge back with them to Brookings and gave us a loaner to use in the meantime. They told it could be "a couple of weeks" to get parts if it truly was the compressor that was bad. I purchased the extended warranty when I bought the Refrigerator and it was still within that warranty period. 2 weeks, then 4 weeks when by with no response from Karls. When I called to inquire I was informed they were still waiting on parts. Called again a 2 weeks later and was told that the fridge needed to be taken to Sioux Falls where there was a "master technician" that would need to work on it and we should have it back the last week in Feb or first week in March. Nothing - called 2 weeks later and was told that everyone there had been out with illness and she would get back to me - nothing again. The last time I called i was told that I needed to speak with the manager but he was out until Thurs, person on the phone assured me that we would call me when he returned on that Thurs. Haven't heard a word from them. As of now Karl's has had our refrigerator for 4-1/2 months - I'm done at this point i want them to admit that they can't repair it and replace it with a new model of the same size and type that I had

  Business Response

  Date: 05/07/2025

  We did pick her fridge up in December and left her a loaner fridge.
   Since that time we have ordered and reordered parts from the Manufacture. We
  waited over 9o days for 2 of the 3 parts to arrive.   Once all the
  parts were installed and fridge tested, the new compressor failed and had to
  re-order. We have now received all of the parts and have a technician assisting
  us from another store. He will be here on May 15th to complete the
  repair. The fridge will need to be tested for 24 to 36 hours. When the tests
  are complete we can deliver this back to *******
  We apologize that this has gone on this long and ******
  hasn’t been communicated to about the issues that did arise.  We apologize for the length of time this has taken.  
  

• Initial Complaint

  Date:01/30/2025

  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.

  I purchased a Samsung dishwasher and refrigerator in 2021. We expressed our concern with Samsung, and the salesman told us they're no worse than any other manufacturer, plus Karl's has a great 5-year warranty. Great, got the warranty, good to go.
  
  In December of 2024, the dishwasher went bad. A tech came out, said it was a bad motor, and replaced it. The dishwasher still didn't work. A second tech came out, and while investigating, ripped the seal off the door. On a test run, it flooded our kitchen (minor flood), and ultimately said he didn't know what was going on and the first tech would have to come back. When he did, he said he could fix it, but that repair costs might be exceeding what it was worth at that point. Great, how does that work with the warranty? He replied we had no warranty on it, and actually had $400 outstanding from his first visit. I protested, he said he was just a tech and I'd have to call the store. I had not received a bill at this point.
  
  I called the store, they confirmed only the refrigerator had a warranty applied, and said I would have to speak with a manager about the bill, so they would call me. A week passes, no call. I call back, same story - I need a manager, he'll call me. A week passes, no call. I go into the store. No manager present. He'll call me. A week passes, no call.
  
  A bill finally came. $400 for the service call, and a $5 late charge (this is the first bill I received). I take it into the store. No manager, no one can help me. They're not sure when he'll be back in.
  
  So in summary, bait and switch on the warranty we thought we purchased, then a tech came out and worked on the unit with no mention of what it would cost, didn't fix it, another tech then came and ruined the door seal, causing a flood in our kitchen, then the original tech comes back and says the cost of repair exceeds the cost of a new unit. That'll be $400. No one can seem to help me with this issue except the mythical manager who won't call me.

  Customer Answer

  Date: 02/11/2025

  Karl's resolved the complaint as they waived the repair bill, even though I was wrong on the date of purchase I referenced earlier.  I will shop at Karl's again.  

• Initial Complaint

  Date:12/26/2024

  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.

  We purchased a refrigerator, dishwasher, microwave. The microwave is the only item working. A few months after we bought it the dishwasher started throwing an ie and fe code. I have had to take several days off work for them to just come and look not fix. They replaced a part and it did not help. They keep telling me to get a plumber. Bull my dishwasher before worked just fine. I keep telling them the only thing left is the motherboard but they refuse to replace it because it will cost them money and not LG. The fridge keeps getting water from somewhere and grinding in the motor and fan. I unplug it for a day plug it back in and runs for a few days and than all over again. They said they fixed it but low and behold it did it again. Now they want us to let it grind the motor and fan until they can come out and look at it. That could be days. By the time I figure out how much money I have lost in taking days off work for nothing. I could have bought a new dishwasher all over again. My warranty with them runs out in march and they are just stringing this along so they can get out of it. Management throws their workers under the bus just so they don't look bad when we call and complain about them doing nothing.

  Business Response

  Date: 12/30/2024

  We have contacted the customer today 12/30/24 and spoke to ******* ***** to inform him that we would be exchanging the refrigerator and dishwasher. The first date that the Young's were available for delivery and installation is January 17, 2024. We therefore are scheduled to deliver and install the exchanged pieces and pick up the pieces those that the customer currently has. An exchange has been entered in our system for this transaction.

  Thank you!

  Customer Answer

  Date: 01/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22******, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  D****** *****

• Initial Complaint

  Date:09/06/2024

  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.

  On 6/4/24 I went to Karl's in Yankton for a new washer & dryer. I asked about the Speed Queen brand. She showed me the Speed Queen stacked laundry. We talked about its features, and I specifically asked if the washer is large enough to handle a thick king-size comforter. She said that a king size comforter fits, but it doesn't have a ton of room to move, so it just needs to be washed, flipped inside out and re-washed. It's not ideal, but I decided I could live with that and proceeded to purchase. We were in the process of moving into a new home, so it took a few weeks before I opened a box that had the king-size bedding. I proceeded to wash a king-size mattress protector, and it came out with a huge black mark and a large rip in it! I ***led Karl's and spoke with ****, who stood by the fact that the machine can handle king bedding. He said I'd need to take up my complaint with Speed Queen and gave me their phone number. I ***led and was immediately told that if I would have ***led them prior to purchasing they would have told me that the machine absolutely cannot hold king size bedding, but they couldn't help me beyond that. I spoke with **** again & asked him if I could exchange of the set I purchased for a new, larger one. He refused & said he would need to talk to Speed Queen. He didn't **** me back, so I ***led him & again received nothing other than "the machine can handle king bedding, take up your complaint with Speed Queen". Speed Queen remained adamant it cannot handle it. I ***led ****'s manager, **** Same story. Neither **** nor *** will **** me to try to resolve the situation. I have to **** them and each time they tell me its a Speed Queen issue. But the fact remains - their salesperson told me the machine could handle king bedding & it can't. I'm not asking for a refund, only for credit toward the purchase of a new laundry set that fits my need. I have pics but the form won't accept them. Please contact me with an email to send to.

  Business Response

  Date: 09/12/2024

  Karl's has reached out to Speed Queen to confirm that the stack unit could handle a king sized comforter and they have confirmed that it can.  I have Attached the "Point of Sale" POS that Speed Queen has for that washing machine along with the specifications for the stack unit and the stand alone unit.  Speed Queen did send a $150 Goodwill Allowance for the Mattress Protector damage to the customer.  Below is the email that I recieved from Speed Queen explaining that this product can handle King Sized Comforters.  

  ****

  Here is the King Size POS material for Speed Queen front
  load.  This shows the standalone front loader, the ******** is the same
  washer in the stack configuration.  I also attached the spec sheets for
  both the stack and standalone options showing that they have the same
  capacities, etc.

  Customer Answer

  Date: 09/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have evidence the machine cannot handle king size bedding.  The POS material was not attached for me to see, but in my conversations with Speed Queen, I have gotten the same response each time - it cannot handle king size bedding.  First, Karls and Speed Queen need to get on the same page.  Second, there shouldn't be any "qualifications" on which king size bedding pieces it can handle, after I've already purchased based on the salesperson's statement that it can handle all king size bedding.  Further, Karl's sent a service person to inspect the machine and even he said it cannot handle king size.  It seems to me like a case where either or both Speed Queen and Karl's are trying to dupe a customer (me) into purchasing a product that does not suit the needs of a household with king size bedding.  I'm asking Karl's to stand behind what their salesperson told me when I specifically asked the question prior to purchasing about whether or not the washer could handle king size bedding.  The salesperson said it can, so it should, but I have evidence to the contrary.  And by the way, the $150 from Speed Queen did not cover the cost of the ruined bedding.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:07/05/2024

  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.

  Purchased refrigerator with ice maker in February 7, 2023. Delivered approximately 2/28/23 without icemaker, dented door with bad seal, damage to the threashold bringing it into the house.
  
  Finally took a credit on the ice maker on 4/21/23 as they had no idea when we could get it. Still waiting on the new fridge door, Made several phone calls for status of fridge door only to hear it's on order, or the next person we'd talk to said they will get it ordered.
  
  Finally had a door delivered, I don't recall the month. It was scratched up worse than the original door. They took it back saying they will get a new one ordered.
  
  Made phone calls throughout the next several months with no resolve - still on order and/or "we'll get it ordered."
  
  ONE YEAR AFTER ORIGINAL PURCHASE : February 2, 2024, talked to ****** She said we should have the new fridge door here within 2 weeks and they will get delivery scheduled.
  
  After about 3 of 4 weeks, we called again, The girl I was talking to said she would check for it and call me back. She called back to ask me if the fridge is white. I stunningly said "Yes". (how would you not know this?) So, they had it and scheduled delivery for the following week.
  
  Upon delivery, they brought a FREEZER DOOR...................
  
  Today, July 5, 2024, still waiting for the refrigerator door.
  
  **** ** ****** ***** *** **** ***** ********* ** ****** ****** ***** ************ **** **** ************

  Business Response

  Date: 07/16/2024

  Hello,

  I was able to speak with ******* ******** ****** about the complaint and not receiving the door in a reasonable timeframe.  We did arrange for our delivery team to arrive at ******* house on 7/23/24 and replace the door on the Refrigerator. 

  ***** ****
  
  **** ****
  
  ****** ** * *********
  
  ********
  
  **** ** **** ***
  
  ***** ****** ** *****
  
   
  
   

  Customer Answer

  Date: 07/17/2024

   
  
  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 can't imagine they will NOT show up and I can't imagine they will bring another wrong or worsely damaged door this time.  Looking forward to this being behind us once and for all.  We will see what comes next Tuesday.
  
  
  
  **********
  ****** *****

• Initial Complaint

  Date:06/21/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Purchased a range and refrigerator on 05/20/2024.
  No delivery was set up as it was back ordered.
  As it was not to be delivered within stated time I cancelled and requested a refund on 06/16/2024.
  Although they claim refund was processed my bank never received it.

• Initial Complaint

  Date:05/29/2024

  Type:Delivery 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 have been waiting 7 months for my freezer door. I keep getting the run a round. They don’t have any answers for me. I am sick of it. I have had to go out and buy water and ice. I have an extended warranty on my refrigerator. It is almost done. Please help

  Business Response

  Date: 06/20/2024

  Good Morning,

  We have received the second response on this complaint.  We were unaware of the first attempt on this complaint and unsure where it went.  We have had a door on order for the customer and has been on a factory backorder.  We were able to find a replacement door for the consumer and have did ordered it.  

  I contacted **** and advised her that we should be receiving the door on 6/21/24.  We will inspect it to ensure there is no damage as it is coming from across the country and is being handled several times prior to arriving here. We will then arrange a time for the technician to come back to her house and fix the Refrigerator.  We also visited about the situation and the delay in getting a adequate response to her.  I did assure her that we would take care of the problem she is having and will follow up with her in the future. 

  Thank you,

   

  **** ****

  Karl's TV & Appliance Inc.

• Initial Complaint

  Date:05/23/2024

  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.

  On September 25, 2023 I purchased a ***** mattress for $1,999.99 from Karl’s TV, appliance & mattress in Bemidji MN. We were promised a 120 day sleep guarantee stating if for any reason we did not like the mattress we could exchange or return it for a refund. I went to the store approximately 3 weeks after the purchase and stated the mattress was too firm and we could not sleep on it. The manager ( I believe) ***** told me we needed to give it time. I returned on day 113 and stated we absolutely cannot sleep on this mattress as it leaves us with shoulder, hip and back pain. She then stated she wished I wouldn’t have waited so long as now she has a time constraint and more than likely cannot help us. She told me I had to send her pictures of both sides of the mattress, the tag on the mattress as well as the base we put it on and text them to her that night. I told her this was not possible as my husband works nights and I would need help handling a King size mattress. I was told that was my only option and that she more than likely would not get it to her ***** Rep in time to help us out. And since I did not buy the box springs from them that more than likely that’s the problem and her Rep would refuse an exchange and/ or refund based on that. The salesman ****** was the one that told us we did not have to purchase the box springs with the mattress and this was confirmed by ***** customer service. We are now stuck with a very expensive mattress that neither one of us can sleep on. I have attempted to reach out to the corporate store, ***** mattress and my bank. We are out a lot of money due to Karl’s not honoring their promised sleep guarantee. We did absolutely everything we were told we had to do to assure this guarantee including keeping it covered the entire time with a mattress protector purchased from them.

  Business Response

  Date: 06/04/2024

  Customer was called on 5/24 by Karl's after calling into our main corporate location.

  At that time, customer was offered the original 120 sleep guarantee on the mattress it they could supply pictures that were needed by ***** to verify that the foundations bought else where were approved by ***** for the warranty claim purpose.

  Customer came into Bemidji store on 5/25 with the needed/required documentation that needed to be sent into ***** per there required warranty process. At that time, customer was offered the mattress guarantee.

  On 5/28 Customer ***** and husband came in and picked out the one time sleep guarantee exchange mattress.

  Customer will be getting their new replacement mattress delivered to them within 1-2 weeks.

  Exchange documentation is attached.

   

   

• Initial Complaint

  Date:11/30/2023

  Type:Product 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 ordered a refrigerator about 60 weeks ago when the refrigerator was delivered to us it was dented and damaged they had supposedly submitted a request for replacement doors. After 7 months of follow up and talking with someone that actually decided to follow through, the doors came the next week. I planned a delivery day and then they decided to come unannounced so I had to leave work went home and let them in, after removing everything from the fridge and all the things the took one door off and said oh they ordered the wrong part you only need the panels not the full door. they took the doors and left and said someone would be contacting us. Well that has not happened and nor does anyone return any phone calls. I have now called 6 times in the last 2.5 months and "the person" I need to talk to is somehow never there and the person that answers the phone apparently cannot do anything. So now after waiting over a year for a replacement panels I would like a response, the appropriate parts that we were promised and should have gotten within the first month, and a discount if not a refund for all of the time I have spent trying to get an answer and update.

  Business Response

  Date: 12/08/2023

  Hello,

   

  We did receive the complaint from Stacey Goar and had our local Store Manager ****** ********* call the customer.  We did go out and replace the door, however the left side door panel was damaged at time of installation (12/4/23).  The original panels that were/are on order for the customer are on backorder.  We did go out to the house again and replaced the panle with another one we had on display.  That panel was not warped like the previous one, but does have a scratch on it from installation.

  We do have another panel on order for the customer, but has not been resolved as of this letter.  However we are diligently working to get one to our Watertown store and have been in contact with the customer.  The customer is appreciative for our team's quick response this week.  We look forward to taking care of her scratched panel as quickly as possible.

  Thank you,

  **** ****

  Director of Sales

  Karl's TV & Appliance Inc.

  **** ** **** ***

  Sioux Falls, SD 57105