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 has 17 locations, listed below.

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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

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  Karl's TV, Appliance & Furniture

  400 W Sioux Ave Pierre, SD 57501-2445

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  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:10/23/2023

  Type:Billing 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.

  On 12/02/2017 I purchased a refrigerator and a 5 year service contract. The service contract cost $159.99 to cover any repairs, the contract said if no service was needed in the 5 years, you would get back $79.99 as store credit. In December 2022 I stopped into the store to get paperwork for the refund and promptly mailed it in. On October 13,2023 I called the store to inquire about the credit I should have received. They said they would check and get back to me. On October 17, 2023 I got a voicemail from ***** at Karls saying the warranty company mailed something to me in February, 2023 and tried to call me several times without success, therefore the credit of $79.99 was void. I have lived in the same house for 25 years, I did not receive anything in the mail or phone calls. I did eliminate my landline phone 4/30/2022 but, cell number has been the same. I just want Karls to honor their part of the written agreement and refund the credit.

  Business Response

  Date: 10/24/2023

  We attempted to reach *** ****** today at 1525 hours, but were unable to reach him. Left a detailed message that Karl's will most certainly honor the instore credit that was offered at the time of purchase in 2017.

  Our message was left to have him reach out and contact *** ******* at the Sioux Falls location phone number of ************.  We look forward to hearing from him and resolving this issue 100%

  We consider this matter closed.

  Karl's TV Audio & Appliance Inc.

  Customer Answer

  Date: 11/01/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/23/2023

  Type:Billing 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.

  August 25, 2022 we placed an order for appliances for a new home we are building. The incentive was a projected price increase and significant rebates offered on pairs of appliances. I told them we were not ready to install yet. We were told they had to order the appliances anyway, it would take a couple months to get them in. By placing the order now we could avoid price increases and lock in the rebates. We placed an order for a washing machine, clothes dryer, dual fuel range, range hood, refrigerator, dishwasher, and micro-wave oven. The total bill was $9,385.77. This included, the appliances, extended warranties, and delivery charges. Half the payment was due at time of order, which was paid. The other half was due upon delivery. When the contractor was ready for installation of appliances, we contacted K****s, paid the second half of the bill and they were delivered and installed. After delivery we could finish the rebate process. That was in May of 2023. We had difficulty getting everything submitted and K****s said they would help shepherd the process. After a couple attempts, K****s assured us August 13, 2023 that all documentation was complete, the rebates were approved, and we should have our rebates in 6 weeks. We've been told multiple times the rebates are approved. Today is October 20, 2023, still no rebates, however we did get an email saying that our rebate is on hold, they need more information. Yet we've given this information multiple times. K****s has told us, it is a third party vendor, they have no control, it was out of their hands. All I want is the flipping rebates I was promised by K****s.
  K****s will no longer help getting the rebate, yet they continue to advertise the rebates as a hook to get people to buy. If they are not going to stand by their advertised rebates, and make sure they are good, they need to quit advertising them.

  Business Response

  Date: 12/01/2023

  Below is the response from the rebate company.  We will follow up with the rebate company on payment to the customer. 

   

  As of 8/15/23 this was the rebate company’s response:
  
  Reference I************
  
  Thank you for your email.
  
  The rebate has been approved at this time for the amount of
  $225.00.

  Customer Answer

  Date: 12/08/2023

  We received a debit card, which is only a portion of the promised rebate. When we went to use it,  it was declined.  When I called card services number on the card, my available balance is zero. The fraud continues. Thank you for embarrassing me as well as cheating me.

  Business Response

  Date: 12/22/2023

  Both rebates for this customer have been approved by the rebate companies.  The $225 rebate card that did not have any money on the card happened when we ****** were informed from the customer that they have not received any rebates from the compay.  We asked the rebate company to resend the rebate to the customer and when they reissued another card to the customer they canceled the card that was sent.  The $100 rebate was resent as an electronic version and the customer wants the rebate in a card form vs electronic.

• Initial Complaint

  Date:04/28/2023

  Type:Customer Service 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 ****** washer and dryer set from Karl's ** **** ****** in June 2020. I paid for the extended 5 year warranty. On 4/6/23, the washer quit working mid cycle with our clothes locked inside. I called Karl's and received the worst customer service. The service employee repeatedly told me they are short staffed and to call the manufacturer if I needed to get my clothes out of the washer. They ended up getting a technician to come 4/10. The tech came and stated he needed to order a part that would take 7-10 days to receive. We have yet to hear back about the status of getting the part and it is 4/26. I have called both the **** ****** and *** ***** location and have not received any answers. More than once, I've heard that they can't find the open order. Often, the employees I speak to speak over me and berate me with excuses on why they can't do their job. I have left 2 messages with the "manager" Shannon and have not had a call back. Overall, a very disappointing experience and we are still stuck without an operating washer.

  Business Response

  Date: 05/01/2023

  We apologize for your experience. We strive to service our customers in a timely professional manner. We like others in the industry have suffered from a shortage of employees in this post pandemic economy. In this particular case the warranty company was trying to get a hold of our guest to get her approval to repair the machine and were unable to do so. It is their policy to contact the guest for approval of the repair in cases where the repair cost is in excess of $***. I've spoken with our guest since this incident and have taken ownership to get this resolved as quickly as possible. With the assistance or our *** ***** service manager and the *** ***** store manager we were able to get the repair approval this morning. Parts are ordered and our technician will be there Thursday to repair. Our guest has agreed to this plan of action.

  Customer Answer

  Date: 05/01/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  Megan *********

• Initial Complaint

  Date:03/13/2023

  Type:Sales and Advertising 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.

  Karl's Appliance Store **** ** **** ****** ***** ****** ** ***** To whom it may concern:
  Purchased recommended number of high quality ** appliances on May 23, 2022 for REBATE.
  Delivery was completed in September 2022.
  Rebates were submitted September 2022.
  Several emails to rebate company plus calls to rebate company. (They assured me $****** plus a 30 day waiting period in October 2022)
  Spoke several times with agents at Karl's Appliance about rebates and they pacified me with their business persona that they would research this issue.
  March 12th 2023 - NO REBATE with again the same email that the **** prepaid card will be issued within 30 days. Its been 5 months that I have been waiting for money that was guaranteed to me.
  I am irate because this money was assured to me by Karl's Appliance when they were selling me these products.
  They encouraged me to take into account the rebates.
  They kept insisting it was their ** representative who was responsible with no compassion for an initiative to assist a loyal paying customer.

  Business Response

  Date: 03/13/2023

  In response to Ms Mimi *************** complaint, we are addressing it with the rebate center.  In reviewing the documentation that was presented at the time of sale, the value of the rebqate would have been much more, however a change in the refrigerator model, affected the amount to be issued on the rebate.  The rebate as originally purchased, qualified for a **% rebate, along with an over the range microwave installation and delivery rebate. 

  With the changes made on the selection of appliances, Ms **************** qualified for an appliance rebate of *% from ** for a total of  $******.  In addition she qualifies for an additional rebate in the amount of $*** for the delivery and install.

   

  The total due to Ms *************** is $******.  We are commuincating with the rebate center and and thier teams to verify that the rebates have been filed and on time, and that they have been or are being processed, and getting an ETA for issue and receipt of the rebates to Ms ***************.

  We have reached out to Ms *************** today at 3:53 pm and left a voice mail message to contact us so that we can assist in getting this situationresolved in a positive manner.

   

  We will again respond to the compaint and complaintant when we have the infromation as written above

   

  Respectfully submitted

   

  Tom ******* - for Chuck ******

  Karl's TV Audio & Appliance Inc.

   

  Business Response

  Date: 03/29/2023

  This matter has been resolved 100% positive.  The rebate company had previously sent and complainant had received one of the 2 rebates she identified.  at the time of the complaint the first rebate had been received and redeemed 100% to a total balance of $0.00

   

  The second rebate for $*** was sent and was received by the complainant during the week of March 20th and she redeemed and used portion of the balance on that card.

  I did speak with complaintant and she acknowledged receipt and all should be resolved and this matter is closed.

   

  Tom ******* - Karl's TV & Appliance Inc.

• Initial Complaint

  Date:02/27/2023

  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.

  My son and I purchased a TV from Karl's TV. My son took the TV out of the box the next day to set it up. The TV wouldn't even turn on. I called Karl's TV after my son called them and they never returned phone call. They said they would exchange the Tzv for another one if he had the box it came in. He didn't have the box do they said he would hVe to bring it in so they could repair it. Took 3-4 weeks and my son had to call them as he never heard back from them. I called today and they won't replace it or give me my money back. As I am the o e who paid for it. They said it had 2 areas of damage. I would like an exchange or my money back.

  Business Response

  Date: 03/13/2023

  This ** TV was purchased from us on 1/25/2023.  The customer returned it to us out of the box on I believe 1/27/2023.  When asked why it was being returned the customer said that when they hung the TV on the wall the picture would not come in, just random colors.  Upon inspection of the TV we found 2 cracks caused by something striking the TV.   Told the customer that we would look into policy and see what we could do for him.  Spoke to him the next week and informed him that without the box for the TV, Karl's has no recourse for return or exchange from the manufacturer.  The next week his mother called and asked about an exchange or return and we gave her the same information.

  Customer Answer

  Date: 03/14/2023

  Talked to my son and he said he noticed something on the corner of the TV.  He called them the next day.  The box was already in the garbage and torn.  It took them weeks to get back to him after he took it back to them.  Mow we don't have. TV or money back that I could use ***** * *** * ***** **** *** **** **********.   I will never buy anything from them again.  I will never recommend them to anyone.

  Customer Answer

  Date: 03/17/2023

  What wasted time and money from you and Karl's TV.  So frustrated and disgusted with both of you.

• Initial Complaint

  Date:09/28/2022

  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.

  It is approaching a year since I purchased a fridge from Karl's Appliances. I was delighted with the new fridge, but noticed that that the left door of the French door unit, when allowed to self close would slam shut. the door on the right does not do that. Within weeks I contacted the store. A service tech was sent out. He determined that the hinge on that door was defective. All other causes had been ruled out. He said he would order a new one and replace it. It was around Christmas time and I suspected that during the holiday season they were extra busy. I placed a call after the holidays and was told that service man "Stan" was no longer employed there. I basically had to start over with trying to solve this problem. Apparently, no new service tech has been hired to replace Stan. Meanwhile, situation remains the same. I have visited the store a few times to check the status to no avail. I would expect better customer service than this. I paid for a defective refrigerator. I would like this fixed or replaced. I have discussed this with the owner/manager and came to a dead end there. I do not know how to proceed with this matter.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 6, 2022/10/05) */
  Unfortunately we have struggled to get this issue resolved for the custoemr becuase of staffing as well a miscommunications. The local Store Manager has reached out to the custoemr as of today to look at the refirgerator so we can come to a resolution.