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The same story shows up again and again in KAM Appliances' reviews: the sale and delivery go smoothly, and then a repair call turns into weeks of waiting. The Cape Cod appliance retailer — showrooms in Hyannis, Nantucket and Hanover — marked its 40th year in business back in 2017, putting its start as a family operation in the late 1970s. The buying experience draws consistent praise. Reviewers name specific salespeople — Chris Tavares, Elisabeth, Justin and Jack among them — as knowledgeable and patient walking through options, and delivery crews come up again and again for care: unboxing units, hauling away the old ones, leveling appliances, texting arrival windows, and leaving rooms cleaner than they found them. One reviewer pointed to the range on the floor, from $500 units to $15,000 refrigerators, as a reason to skip the big-box stores. Where the record turns is service after the sale. Through 2026, a run of detailed reviews describes multi-week to multi-month waits for warranty repairs: a dryer down nine weeks waiting on a technician, a washer sitting two and a half months before the customer gave up and cancelled the request, a refrigerator issue still unresolved after ten months. Several customers say KAM's response to a defective new unit is to keep sending a technician rather than replace it — a 2022 Reddit thread has a repairman calling a washer's control panel bad while the company still declines to swap the machine, and a 2026 review describes a Viking range broiler that intermittently fails to ignite and lets gas build up in the oven, with two service visits each turning up nothing. More than one reviewer describes calling repeatedly and leaving voicemails with sales or service that were never returned. The Better Business Bureau lists 7 complaints on file for the company, though the complaint text itself isn't public. It isn't uniformly bad news on the service side — one Reddit poster reported the repair crew fixing a dryer on a third visit and said plainly, "they came through in the end," and a 2026 review describes KAM turning around a stuck Viking dishwasher repair the customer was glad to have handled. But the volume and specificity of the complaints, several from the past few months, are hard to wave off, and Google's 4.7-star average from 1,246 ratings sits well above both Houzz's 3.5 from a handful of reviews and the tone of the detailed accounts here — worth knowing the platforms don't agree. Before buying here, ask directly about the warranty repair timeline for the specific brand under consideration, and get a clear answer on what happens if a new appliance turns out defective rather than assuming a swap is automatic. KAM still looks like a reasonable call for someone who wants a knowledgeable local salesperson and a careful delivery crew, as long as they're prepared to press if a repair drags on.
“Ok the repair guy just left. 3rd visit. It appears everything is fixed now. Finally. So KAM did come through to fix the problem. Just wanted to clear that up. They came through in the end. Thanks!”
“A bit OT,does KAM install? My dishwasher is starting the 30 year old gasket failure puddle.”
“Thanks for all the comments. I’ve lived here for 20 years and always heard KAM had great customer support. We do have another repair visit scheduled but with a 1 year warranty I would think they’d take it back without a 25% restocking fee. They really don’t seem to want to stand behind the product. I get that suppliers and chips and pandemics have contributed to an inability to satiate our demand for cheap, quality (oxymoron) appliances but local vendors need to do more. I could just as easily ordered from Lowe’s or some other big box store, then some guys from off-cape would have installed it”
“This is a new thing with KAM as I’ve dealt with them for the past 12 years & they used to be amazing regarding issues with their appliances but supposedly the manufacturers won’t let them exchange defective appliances, they make the repair people come out to attempt to fix. I had a client order an Electrolux dryer that arrived with the mother board fried or something. They’ve come out 5 times to attempt to fix the issue. They refuse to replace the dryer.”
“Never had a problem with KAM. Great appliances and service”
“Cooking, Camaraderie, and Celebration: CIVOC & KAM Appliances Host Veteran Cooking Class”
“Management is very rude and disrespectful.”
“KAM Appliances is an established leader in the industry and a long-standing, local family-owned business”
“## Reliability, Consistency and Commitment ... ### Erin Cox deftly maneuvers through her role as a relationship cultivator for industry leader KAM Appliance. ... Erin Cox certainly knows about appliances. But it’s in her role as partner relations manager where she shines brightest. About her role, she says she and her team, “manage KAM’s partner relationships with kitchen designers and custom builders. We view ourselves as an extension of their business. We are sharing a customer all the way through the construction process and are committed to getting it right.” ... KAM has been a leader in t”
“For many who live on Cape Cod, KAM Appliances has been a lifelong presence. The company has been a mainstay in the community for over 40 years.”
DO NOT PURCHASE AN EXTENDED WARRANTY FROM KAMS APPLIANCE. You are much better off to purchase it from the manufacturer. I have waited 9 weeks to get my dryer repaired. Our dryer stopped drying on June 1st. I called KAMS to schedule a repair. June 29th was the earliest they could arrive. Knowing that it was most likely the heating element, I asked if I could purchase the part so that when the tech arrived onsite, the part would be here. I was told no, KAMS does not allow that. The repairman needs to determine what part is needed. I asked if I could hire a repairman outside of KAMS and submit the cost for reimbursement which was also a no. I would have to pay the full amount of the repair. As I had surmised, it was the heating element. I then had to schedule another repair date. The earliest date for the repair was scheduled for August 7th. Nine weeks without a dryer. You can only imagine the cost and inconvenience. A similar situation occurred with my refrigerator of which I had a manufacturer warranty. I called the GE Service Center, they gave me a list of repair man, it was repaired in three days. The service techs from KAMS were great. The policies and customer consideration of KAMS is horrible.
Excellent service and attention during the purchase process. Stay local!
Great place to buy refrigerators, stoves, and other things.
Repair department is totally incompetent. Waited 2-1/2 months through a series of their fubars trying to get my clothes washer repaired. Finally cancelled request for repair with washer still not fixed. The final straw was when tech showed up without part. His report shows part was not ordered. They deserve negative 5 stars
Never use this company Kam for anything and I had lots of my family have used KAM for years and it's gone downhill 1) the worse customer sevice and leadtimes, it took me a month to get an august 5th appointment. 2) several email conservations with a video of failing equipment 3) talking to 5 people plus in total from one of their 3 locations for my washer/dryer. 4) calling Hyannis was difficult trying to find someone and their phone system hung up on you or you could not leave message. 5) No refund , I will have to pay parts&labor for new boards could run over ($ 350 buck each)because of mother nature and crazy cape weather caused the w/d to die. 6) the amount of money for parts, service call and labor I am forced to buy a new w/d for somewhere else 7) if the machines were not fixable Kam said they would not remove them for some reason. 8) I was force to cancel the SE#### for august 5th and they only had the washer on for their service call after the fact I said a few times it’s both the w/d. 9) I am still out a washer/dryer since the end of June. 10) the last girl I spoke with at KAM was the best and understood my fustrations. from Kam email.. kamservice "Hi Tom, As I have stated previously due to the power outage this is not something covered by warranty and we would not refund you for that. We can get the boards priced out or we can send the tech out for diagnoses on 8/5. We will not just exchange the appliance or refund as it is not something covered by warranty." they did not want to work with me at all.
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Added 45 new comments, added 27 new photos, established 2.0 rating
Tough diagnostics solved4.8
Bathroom renovations4.8
