Frequently Asked Questions

Who is Orville's?

Orville's is a family owned and operated major home appliances retailer located in Lancaster, NY (a suburb of Buffalo).  Since 1965, Orville's has worked hard to exceed customer expectations and provide the best service in the business.  We are an authorized reseller of every brand we sell. We have the largest inventory of major appliances in Western New York at the lowest everyday prices.  We also have the largest independent factory trained service and installation department in the area.

What does Orville's sell?

Orville's sells major appliances and accessories. Specifically we sell air conditioners, cooktops, dehumidifiers, dishwashers, disposals, freezers, hot water dispensers, washers & dryers, microwaves, outdoor gas grills, range hoods, ranges, refrigerators, trash compactors, wall ovens, warming drawers, and their related accessories.

Are all of the items featured at the "brick & mortar" showrooms available online?

There area few products we sell in our showrooms which are not yet featured on our website. We plan to eventually have our entire inventory available online. In the meantime you can request a price quote by emailing our online store or by filling out our special order request form.

Does Orville's hook-up my new appliance on delivery?

Yes, Orville's does hook-up most free standing appliances on delivery.  In certain instances you may be required to purchase additional accessories in order for our delivery team to completely hook-up your appliance. If any accessories are required you will be prompted at the time of sale as well as asked during your order verification call/email. For more details please click here.

When will my items be delivered or available for pick up?

You will be contacted within 24 hours of placing your order for orders placed Sunday thru Thursday and on the following Monday for orders placed Friday or Saturday to verify availability of the merchandise and set up your delivery or pick up date.  All in stock items are available for pick up at our warehouse the same day as your verification call or at our stores the day after your verification call. In stock merchandise is available to most Zone 1 zip codes 7 days a week. The worst case scenario for delivery of in stock products is 1 week after your order date, depending on your availability to accept delivery on specific days. Click here to determine your delivery zone.  In the event your merchandise is out of stock or special order you will be given an estimated delivery date during your verification call. Out of stock and special order merchandise can take anywhere from 4 days to 4 weeks to arrive in our warehouse.

If you require next day delivery or same day pick up please DO NOT order from Orville's.com but rather contact one of our retail stores to complete your order.

What if my new appliance is damaged on delivery?

Even though every precaution is taken by Orville's as well as the manufacturer to securely package and transport your new appliance without damaging it sometimes damage occurs.  In the event your new appliance is found to be damaged on delivery, our delivery team will contact their supervisor and offer you one of the following options:

  1. A "Damage Allowance" price adjustment off the purchase price of the product.
  2. A refund of your delivery and/or installation fee.
  3. A free extended service plan for the damaged appliance.
  4. Replace the damaged part(s), if cosmetic, or repair functional part(s).
  5. Return with another undamaged version of the same appliance.

Can I request a specific time stop for my delivery, service call, or installation?

Due to the number of deliveries, the size of our delivery area, and situations which arise throughout the course of any given day we are NOT able to provide a specific delivery/service/installation time.  On the morning of your delivery appointment we will provide you with a 2 hour time window to expect us in. The evening before your service or installation appointment we will provide you with either a morning or afternoon window to expect us in. In the event we are unable to arrive within the initial time window every effort will be made to inform you of the delay. Please feel free to contact the department in question at any time during your scheduled day to receive an updated time of arrival.

Delivery Hot Line: (716) 601-0610 option 3
Service and Installation Hot Line:  (716) 601-0610 option 2

 

What precautions do you take to protect my home from damage during delivery?

Our delivery team will wrap your new appliance in a blanket as well as place cardboard or a blanket on your floor to protect during the delivery. We encourage you to use cardboard, blankets, or sheets to protect areas of your home from accidental damage.

Please Note: Due to insurance and safety concerns our delivery, installation, and service associates cannot remove their shoes while working in your home. Please do not ask them to do so.

Do you offer after 5PM or evening delivery, service, or installation?

We provide 7 day a week delivery and 6 day a week service and installation during the hours of 8AM and 5PM. If you are unable to accommodate that schedule we are unable to provide service to you, sorry.

When will I receive my refund?

Customers waiting for a refund from a cash or check original payment normally receive a refund check within 2-3 weeks of requesting a refund. If you do not receive a check within 2 weeks please contact our Customer Service Department by clicking here.  Credit card refunds are processed within 2 days of requesting a refund. Due to your credit card issuer's billing policy, it may take up to 30 days to show on your account. We encourage you to contact your credit card issuer for more details on how they process refunds.

Orville's Home Appliances

Locally-owned and operated since 1965, Orville's Home Appliances is the only complete major home appliance source in Buffalo and Rochester, offering the best selection of top brands at the guaranteed lowest prices. Orville's offers same-day/next-day delivery and professional installation, a knowledgeable sales and factory-trained service staff, six showrooms in Amherst, East Amherst, Henrietta, Lancaster, Orchard Park and Webster, and a 75,000 square foot warehouse filled with over 10,000 appliances. We are a family-owned business that has grown from a small single store operation to the largest independent major home appliance dealer in the area. Orville's is committed to Buffalo and Rochester.