Excellent selection but mixed...

We did a complete renovation to our home and were replacing all our appliances. Universal has an excellent selection of appliances and the prices (to our surprise) are competitive compared to the big box stores. Customer service however really depends on who you get. I recommend that you seek out Alan McMaster.

The first time we went in, we dealt with Steven Laird. He was indifferent and unhelpful. Perhaps we were dressed down (we were going through renovations); he did not really want to engage us even though there were no other customers in the store. Needless to say, we did not place an order.

The second time we went in, we had the good fortune of dealing with Alan McMaster. He showed us the same appliances but went into details in explaining the functions and the options available. We would have missed out on a flat door option for our fridge if it were for Alan. We cannot thank Alan enough for his exceptional customer service. We placed an order for our appliances with him. However, in speaking with Alan, we made mention of having talked to Steven when we were in last time. Alan insisted that the sale be under his colleague’s name. This really impressed us and spoke volume to Alan’s integrity. Despite the sale not being in his name, he still went out of his way to research and sourced the right appliance for our space the very next day.

Regrettably, because the sale was under Steven’s name, subsequently dealings with Universal were less pleasant because we have to deal with Steven again. He could not confirm the delivery time and date and made us call him twice to find out. He refused to honour the sale that Universal had on even though our appliances were delivered at the same time as the sale.

I would recommend Universal to my friends and family because of their selection but I would definitely advise them to seek out Alan as the customer service representative.