Hudson Appliance

Two experiences. One (Dryer repair) was great. One (Washing machine repair) was bad because of customer service– not actual repair work. Unreturned phone calls and rude repair man.

We recently purchased a range, dishwasher and hood. Hudson was very helpful in the process and showed great flexibility as the design spec changed during our kitchen remodel. Jeff our salesperson was super responsive. There was a small mistake the ended up requiring an appliance return and re-​istallation and Hudson went out of their way to accommodate us. Also, they were able to quickly deliver. I would recommend them to anyone looking for great appliance variety and service.

I made a mistake. I can’t see myself ever recommending this store or buying from here again.
Excellent selection, very friendly and smooth sales people — but service and responsiveness ends the day they are able to clinch your deal. I wish I could say better things about them but I cannot bring myself too.

A+ for the sales experience, F for everything else.
I bought a higher end range and have had some problems with the burners. I’ve sent them a couple emails (our primary form of communication pre-​sale) and have not had a single reply.
Our sales rep was amazing until we needed post-​sale help.
UPDATE: +2 stars for their follow up, below (I removed brand names);
«I recently saw your review on Unilocal and wanted to follow up with you. If you have been trying to contact Roger, who was your salesman, he has retired as of September of 2014. I see that you purchased a xxxxx range and would like to assist you in getting a technician to help you. To get warranty service on your xxxxx range, you have to call xxxxx to get a factory authorized technician. Please email or call me if you have any future problems or need assistance with appliance selection. I thank you for shopping local and sincerely apologize if we have inconvenienced you. «
I replied thanking them and received the following (just being 100% transparent on why I updated my review)
«I am glad that you were able to get the xxxxx range fixed and I am terribly sorry you had this type of experience at Hudson Appliance. We would appreciate it if we had another opportunity to assist you. I can promise that this won’t happen again. Would you mind putting an addendum on the Unilocal review that I got in touch with you? We are not a company that pays for good reviews, so every little bit really helps out. Smile Please let me know if there is anything that I can do for you.»
Still minus one star for some lack of flexibility during the sales and install process (one unexpected upcharge) but I’d give them business again.

Sent a request on their website on a Sunday seeking repair of my refrigerator (did not expect a response until Monday). Did get a call on Monday (Jody) but my wife received it, and not knowing the issue, said I would call back. Did about an hour later, left a detailed message, went to the gym. My wife, having enough information, called later but did not leave a message.
We heard nothing on Tuesday. Wednesday morning called at 9:15, hit voicemail, left no message.
Turned instead to Hunter Appliance in Littleton. Talked to a live person at 9:30 and will have service later today.

Incompetent and/​or unscrupulous. Two month into a simple clothes washer pump replacement on warranty and now they’re discovering/​creating new problems — damaged wiring. Customer service is terrible as well. How is it possible that no one is ever available to answer the phone??? And, you’d think that after eight weeks of fumbling through erroneous part orders, they would bump you to the top of the list for a next appointment but no… the next available is always another week away. They seem to go out of their way to provide bad service to appliances from manufacturers they don’t like. The worse experience ever. Their motto: customer last.

Stay away!
I was looking for a rangetop and had two top contenders price-​wise for my purchase. Hudson Appliance and another online retailer. Hudson had the better price, so I went with them.
This company sold me the rangetop online (took my credit card information and sent me a confirmation email).
I called the next day to find out about shipping details only to find out that they refuse to ship the product to me.
(their excuse – I’m out of state – as if mail doesn’t go out of state??).
Now they have my credit card information and personal information.
When I told the manager about this, he was quite belligerent about it, saying «That’s just the way it is» and saying «sorry» with that «What are you going to do about it» tone.
Because of them, my credit security is at risk and I am losing money, as I had two different stores I was comparing and the other was a few hundred bucks more… I chose this one for the price but now the other is out of stock. Now I must pay EVEN more to get it. I’m very unhappy!
I suppose if you can go in and make your purchase, you might be okay – but God forbid you have a problem and have to deal with that attitude.
I rarely write bad reviews – but this was warranted.

Called on Monday & they were able to accommodate a 3−5pm appt same day (yay)
Steve quickly assessed relay switch to be issue. He swapped it out & we were back in business. He was professional, personable & knowledgeable. I was pleased with the service provided.
My only mistake; I didn’t ask what the fee was to come out. It was $ 149.95 for the service call which included labor for small repair. I didn’t shop around, but was expecting closer to $ 80. As I’ve paid for similar service elsewhere. $ 68.10 was for the part for a total of $ 222.31. (Less than a new compressor though:^)

Im going to start by saying that Jeff gave the store an A rating… otherwise, I’d be giving it a one star and shopping at Percys and I think the GM and/​or owner wouldn’t care. This store merits a full story, because its interesting, and maybe explains my perception…
1. When you come in the back MAIN door, service center is on your left. We have had to have our HORRIBLE jenn-​air stove serviced, and the service Department staff is OUTSTANDING. They do what they say, when they say it and for what they say they will do it. Super pleasant. We get Bob AWESOME!
2. Then you walk to your right into the gorgeous «floor» — the place is beautiful and has EVERYTHING kitchen, laundry, vacs, appliance — mid to high end, and prices are competitive.
3. Sitting at desk to your left on the first foyer is who I believe is GM or owner? (Im sorry, this individual, is intimidating in both demeanor and approach you actually feel scared to ask! and Im not meek! Why I didn’t drive to Worcester to Percys…
4. Week-​day around 1245 — calls Rocco. (PS I’m a Senior and Zumba Gold instructor, LOVE working with Seniors). Rocco, was busy and it was CLEAR he had neither patience nor wanted to be bothered. I told him the previous owner had this kitchen done with them. Didnt look it up. I didn’t have the measurements for the stove, but it had been serviced that morning, I text hub but He wasn’t listening. did I say he seemed busy with other things? Ghost town. Was he interested in hearing my story? Nope. He mumbles through stoves, and said he would look up my kitchen in the service department and EMAIL me the info. I asked him if he could send me comps, he said, sure, and walked away.
5. I meander the store by my lonesome and I see range hoods! YAY!!! I turn to the happy host (?) and ask for the price on a zephyr. He calls for — ROCCO — who thought I had left and is grumpy because now I want to look at hoods (im feeling guilty, maybe I should leave) He condescend, blows me off, disappears. He said I’d get the email that afternoon. Next day email — No range hood and only one stove.
6. I tell hub, «Rocco Im sure is a nice guy, but he blew me off — he may be old school, so you better come with me…» Hubby: «LETS GO TO PERCYS». I really wanted to give the folks who did the original kitchen a shot and keep it local. «Keep an open mind», maybe Rocco will be more willing to work with us if YOU are there.
7. Saturday. Mr. Happy Host: «Can I help you». I reply, «I got a quote from Rocco…» (as 3 sales rep scurried into the back room like Im radioactive). Rocco was with A CUSTOMER — YOU HAVE TO WAIT FOR ROCCO. We wait… And WAIT… AND WAIT… Other sales people helpless they know if I repeat visit I need something badly. Hubby: THIS IS STUPID, LETS GO TO PERCYS. THEY DONT WANT OUR BUSINESS… I guess Jeff felt bad for us: «Im so sorry for the wait, can I help you?» Me: «THEY TOLD ME I HAD TO WAIT FOR ROCCO BUT ROCCO IS TOO BUSY FOR ME, Will you get into trouble?» — Jeff: «Don’t worry about me, you need to be taken care of, don’t go»
8. HE LISTENED. GAVE US OPTIONS. He gave us explanations and his time. Then when I was ogling A THERMIDOR, the Lamborgini on the floor, he proceeds to tell us about the steam cooking feature and how juicy and tender birds and meats come out… NOW I WANT ONE! We added a Miele steaming thingy! Now I want a new oven also… TOLD HIM I HATED MY FRIDGE so he walks us through new fridges with all the features we want… GET THE PICTURE? I went from a STOVE AND RANGE TO ALL THE MAJOR KITCHEN APPLIANCES. He looks up our kitchen. HE gives us specs, his card, an installer, the whole kit and kaboodle. BAM. He is lovely, great guy, knows his stuff, and loves the store. He made excuses for dear Rocco. PS. halfway through ROCCO storms in and says IM READY BUT YOU COULDNT WAIT? and shoots Jeff the look from hell (I sure hope Jeff didn’t get fired! We’ll go to PERCYS for sure — did I say WE don’t think the store would care?). As we were walking out Joe turns around and asks Jeff about the Tankless water heaters. WANT ONE!
8. We have decided what I want and why I want it. We have prioritized our purchases. I’ll have a new stove and hood by Thanksgiving (YES!). I’ll get a new fridge after I sell our side by side. I will have the Miele by valentines. We’ll get the tankless water heater before the end of the year. And I now LOVE this local business and have decided its worth ignoring Mr. Scary and just not talking much with Rocco, just smile and say hi. He’s funny — we had a chance to watch him with others. And thats ok. I am a Senior and I know Seniors… we are crotchety and picky. He didn’t pick me, and thats ok. Jeff did. I’ll make him rice and beans and a flan…
The end.

I have been a customer of Hudson Appliance Center for almost two decades. Their prices are very competitive and they sell quality appliances. They deliver the products when they say they will. I have never had a problem with them. I support the local economy.

My experience was sales people with attitude and a flawed installation of a new refrigerator that leaked water on my floor until I paid for a plumber to fix it. When I think about ‘high quality service’I don’t think of Hudson Appliance.

Just bought a dryer, dishwasher and gas range at Hudson Appliance. Best showroom in the area, lots of stock to examine, high end to budget. Website has even larger selection.
Great selection of range hoods, smaller selection of sinks and sink hardware.
We worked with Derek — he was great! No pressure, very helpful, patient and happy to price match local competition. Roger was also very helpful. Reasonable delivery time, nice delivery people.
We got a better deal here than at big box stores — there was only one item we were interested in that Hudson Appliance couldn’t price match, a Whirlpool dryer, probably because Home Depot got a special deal from manufacturer. We ended up getting a better model instead, for $ 100 less than Home Depot was selling it for.
They have a small scratch n dent section too for the deep discount hunters.
This is definitely the place to go for appliances — shop local and support small town downtowns!

I’m sorry to have to write this because apparently this business has been in business for 42 years. But at some point people have to understand this is a customer service driven society and people must be treated fairly and honestly.
Let me first say, I do not mind paying for quality, service and convenience. I value my time, honesty, and craftsmen who take pride in their work. This business exhibited none of those attributes in our one interaction.
Our freezer was not working. We called the manufacturer and they told us it could be fixed and exactly what to tell a qualified repair service. We called Hudson and gave them the details. We agreed to the flat fee of $ 149 to send a technician out.
When the technician arrived, he didn’t even look at the appliance. He said immediately — «I’ve seen this many times — that will cost $ 1800 minimum, and I can’t guarantee it will fix the problem.» We sent him away, irritated they had even rolled the truck when they knew the outcome.
I called Hudson expecting they would be reasonable given he had done no work and knew the answer before arriving. No chance. Instead, I got an extremely rude collections person who harassed me as if I had stolen a car from them. Or, perhaps it was as if I were one of hundreds of irate customers they had dealt with over the years, collecting this fee on repairs that were never done…
It struck me after the fact that perhaps this is a big part of their business. Rolling trucks and getting paid this flat fee for repairs that they could have avoided.
We received a court order for small claims court. On the day of the court appearance, which I was prepared to attend, they called to try to «settle». Linda from Hudson told me she had taken many many customers to court and never lost, and that I should just pay the full bill plus the court fee. I said I was willing to split the bill and call it done. Apparently the owner was involved, refusing to compromise.
42 years of taking customers to court. Hmm.

We have a stove and a dishwasher that we purchased from Hudson Appliance several years ago. We called them because the oven was not calibrated properly and kept telling us the wrong temperature. Our dishwasher also was not draining properly. Worried because it was a few days before Thanksgiving, we called them and they said that they would send one of their guys out to the house.
The guy went down to the basement, tripped the fuse box, and then told us that our oven was re-​calibrated. He then checked the dishwasher. He told us a tube was out of place and that we just had to push it back in. He was here for about 15 minutes and charged us $ 225. We were furious! It would have been nice if they had made these suggestions to us over the phone! There was no need for them to come out to the house at all. I really felt gouged. We won’t be using them again.

Love to support family owned operations. Nice showroom with lots of great options including some very high end products. Way beyond my means but cool to look at. Sales people are pretty knowledgeable but it can be a hit or miss as they are not always as active on the floor as they should be. I have purchased about 8 appliances from them and only one has had an issue but they were quick to respond and fix. No issue with service. Before you go to Sears or HD or any other big box store, check the price and then consider your local shop. Hudson Appliance is worth checking out. Much great variety and options to consider

Roger at Hudson Appliance is very helpful. Ask for him, you will be happy.

Forwarded for LG appliance warranty service. Prompt service with good communication. Thanks!

I was in the market looking for the prefect stove. I had a big spreadsheet listing many models with prices, pros and cons and what stores had what — and if they were listed in Consumer Reports. I got some helpful advice from a guy at the Home Depot, but I just don’t like supporting the big guys. CR mentioned trying to go to a small mom and pop applicance place, so I did. Living in Acton, we tried out Hudson Appliance. They had a pretty big showroom (though they seemed a bit busy) and ended up giving suggestions that weren’t on my list. And they offered prices comparable (or many times LESS) than the big guys. AND they removed the old stove and had the plumber (because it was a gas stove) come at the same time as the delivery. And the plumber was reasonable as well. Great service, nice people, local business, helpful advice and I absolutely LOVE my new stove.