Kirby Rep. of Madison

I signed up for and "won" a free carpet shampooing at the 2025 Madison Home Expo. I was assured over the phone that it wouldn't take longer than an hour. Terms state: cleaning of one room. I chose our (15ft x 15ft) living room. Upon the salesman's arrival I had moved all of the furniture to one half so he could shampoo that half, then the other. He refused, as he didn't want to take the time to vacuum and shampoo both halves. He opened what he implied was a brand new vacuum, and gave a good but long sales pitch, which he required my wife and I to be present for the entire thing. He then proceeded to vacuum and shampoo half of the living room carpet, visibly frustrated that he wasn't able to get out a few of our stains. After the cleaning he would hardly take no for an answer, trying to sell a $3000 vacuum to my young family on a tight-budget. An hour and a half into the visit he finally seemed to understand that he wasn't going to get a sale from us, and THEN began cleaning the vacuum in our bathroom sink. This took him over an additional half hour, and left our bathroom a mess. Once the vacuum was cleaned he very neatly returned it to the packaging, appearing just as it did when he first opened it. Kirbys are great, but this distributor was deceitful and disrespectful. We have since bought a used Kirby on Craigslist for $40.

Worst customer service ever! My Kirby is only a year old and the power switch broke already. Called the store because the guy that sold us the Kirby wasn’t calling me back. He finally reached out, then told me he would call me back 2 days later when he was around the area. Well he never called me back and that was 2 weeks ago. So I looked around and found the Kirby guy in Appleton and they were wonderful! I highly recommend going to them instead. Less hassle and got the job done.

Sent my husband for vacuum bags and he came home with the wrong ones. He showed the service rep the model of our unit so she could give him the right bags. We went to return the bags and get the right ones. We were told that the bags we purchased would work in our machine even though they are different and an 'upgrade' to our old bags. Then she says that she doesn't have the big packs of the old bags, she only has three packs and oh by the way, 'I don't do returns'. Turns out the bags she sold us are double the price of our normal bags. Yay, you wanted to make extra money instead of giving me what I asked for. When my husband first got those bags he should have been told that they weren't the same as our old ones and yet they'd still work with our machine. He should have been told that they were and upgrade and double the price when he initially bought them. She should have given us the option to choose. She said nothing. Additionally, this was the second time we'd tried to return the bags. The first time we went the store was closed during their normal business hours. We went again today and the store has moved, yet no signage to indicate that. The website/ internet hasn't been updated. We had to call to get the new location. Super crummy customer service.

After being told I received a "free carpet cleaning", I set up an appointment for the cleaning and the owner of Kirby came and did a really long explanation of the vacuum even though I told him I was working and couldn't watch too much. After doing the showing, he left all his dirty filters all over my house. I picked up about 10 dirty filters off my floor because once he got me to sign on the dotted line, he was out of there. They only care until you pay. Once you pay, you're dead to them. Tried returning the vacuum less than 2 weeks after and they said their return policy is only 3 days... even though its 30 days for one's that are bought on the website. I called the owner and he said he would do something for me and would call me back. He finally got back to me and helped with the tax of the vacuum which was nice, but really wish they could've just taken the damn thing back.