Even during the epidemic, Abt, a sizable store in the Chicago area, remains one of the greatest places in the US to purchase—and bargain for—large appliances.
For the 12th consecutive year, the store, located in Glenview, Illinois, leads Consumer Reports' new rankings of large appliance sellers. For practically every aspect we take into account when reviewing products based on surveys, it receives excellent marks.
Additionally, a member study conducted by WI revealed that Abt is the simplest site to negotiate. Ninety-two percent of WI members who attempted to negotiate over the pricing there were successful. They saved, on average, $124.
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However, Abt is far from the only location to do business. Negotiating CR members were generally successful in lowering their charge at three big-box retailers, saving them around $100. However, our analysis reveals that fewer than 25% of consumers even made an effort to haggle.
Shops Worth the Negotiation
More than 38,000 CR members participated in this poll, and they shared their opinions on their experiences buying 56,000 small and big appliances between January 2020 and May 2021. Consumer Reports divided the 20 largest appliance retail chains into two categories, as well as individual manufacturers and independent appliance shops based on their personal experiences.
Regarding the haggling, our poll discovered that just 23% of our members attempted to negotiate the price while purchasing a major item, down from 28% in our 2020 survey. But of those that did, two-thirds received a lower price and, on average, saved $119. It increased from $100 in 2019 to $113 in our poll from 2020. (CR is unable to provide information on the final costs of the acquired goods.)
Negotiations with national big-box stores—as well as other retailers—paid off, much like with the local retailer Abt:
• At Best Buy, 69 percent of customers who attempted to negotiate were successful, saving a median of $130 on their purchase.
• At Lowe's, there was a 64% success rate and an average savings of $120.
• Bargaining at Home Depot resulted in savings of $96 on average, or 61 percent of the time.
• At independent stores, bargainers received discounts in 71% of cases; the average savings was $120.
• Although CR lacks the information to determine how much shoppers saved when haggling at Spencers TV & Appliance and P.C. Richard & Son, three-quarters of customers there claimed to have successfully received a discount.
Effective Strategies
We discovered that face-to-face contact with a salesman is not necessary for successful haggling. According to our poll, bargaining online buyers had just as much luck obtaining a discount as bargaining customers in-store. It's hardly surprising that during the epidemic, 39% of our members reported having purchased a large appliance online, up from 22% in our 2020 poll.
Tian Wang, a research associate in the Poll Research division of CR, which carried out the survey, advises online appliance buyers to haggle over pricing. Though few online customers are likely to do so, those who do are equally effective in obtaining a discount as their in-store counterparts.
Our members said they have used a variety of price-negotiation strategies. The two most frequent ones are making a bulk purchase and consulting pricing provided by other merchants. Bringing up your age or veteran status as a negotiation chip is another successful strategy. 15% of effective hagglers made no special use of leverage; they simply asked.
Additionally, if a merchant does not currently offer services like delivery, installation, and free haul-away, it doesn't harm to request them. (Costco sets itself apart from other major retailers by typically offering basic installation and delivery with the cost of its large appliances and by not charging for removal of the old appliance.
Shopping Surprises: Successes and Failures
Notably, CR's poll revealed that despite supply-chain delays and deficits caused by COVID-19, the majority of consumers were able to locate and purchase the big appliance of their choice. 65 percent of consumers who indicated they purchased a major appliance confirmed that they did so. Only 8% of people had to purchase a substitute when the item they desired was out of stock.
Customers looking for a certain dishwasher were among those most likely to have to settle for an alternate model. However, just 11% of them experienced such. 10% of buyers of refrigerators and freezers had to make a compromise.
Shopping around is frequently necessary to find the ideal model. A third of all customers who abandoned a merchant in the middle of their purchase were put off by issues with product availability. 15% more customers complained that there weren't enough models on display at the store. Home Depot and Lowe's were the retailers where customers were most likely to leave empty-handed; according to a quarter of study participants, this happened ultimately. Nevertheless, those two retail behemoths were the source of roughly half of all the big appliances in our survey.
However, while ultimately being able to purchase the large kitchen and washing equipment of their choosing, customers also reported the following disappointments in their surveys:
• Less retailers stand out. Only four retailers stand out for customer satisfaction overall: Abt, Costco, Nebraska Furniture Mart in Omaha, and Spencers TV & Appliance in the Phoenix area. In our 2020 study, eight chains and small stores received that rating. Similar to previous years, regional chains and independents as a whole score higher than big-box retailers and national chains.
• On-time delivery is a problem. Only Abt stands out for timely delivery. For the first time in three years, a major appliance shop has received a poor delivery rating: Seattle-based Albert Lee, the internet retailer Appliances Connection, and national merchandisers Home Depot and Sears. Only 10 vendors receive ratings for delivery that are above average.
• Good deals are hard to come by. No one shop receives the top pricing rating. Only Abt and Costco receive above-average ratings for pricing, out of the 13 shops we surveyed in 2020. In fact, eight stores had rankings for pricing that were below average.
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