The "stores won't help" is too broad a statement. Many stores will work with you if there's a problem...they can be your greatest advocate or they may be of no help. It depends on the store you use. If there isn't a great disparity in price, I recommend going with the local store...it keeps your local businesses "in business" plus there's nothing like personalized service--especially at the small "mom & pop" stores. Two reasons your local store may cost a bit more: they have the overhead of a storefront to pay for and they don't have the volume that many internet (or big box stores) have.

We try to buy our appliances at a "mom & pop" b/c they've always been so helpful..even special ordering an appliance if they don't carry it w/o charging us extra.

Not sure if I can offer any help but since I'm awake(6am west coast time), I thought I'd answer you. I haven't bought any big appliances online but I bought my sink, faucet, flushmount ceiling light and knobs /handles online. The prices are definitely better and it's probably true that you will have to go back to the manufacturer for service. I was going to buy my Bosch d/w online but Sears had a real good deal at the time so I went ahead and bought it from the store. If it's a big brand name, they're warranties are good no matter whether you buy it online or not.

I've ordered everything (well, four appliances) from an on-line site. It was a better price but the real issue for me was getting the exact model I wanted; the local stores did not have them and wanted to sell what was on their floor, not order what I wanted. I'll let you know how it works out; I expect delivery in about three weeks.

We purchased all of our appliances online from Eurostoves and US Appliance. We have not had any problems so I cant comment on service issues, but delivery can be interesting depending on where you live. The common carriers that delivered our stuff were not willing to bring their trucks up our long, gravel, driveway.

Here are 4 reasons not to buy off the internet for certain items.
1. Some internet dealers are "fronts" or middleman types; everything I purchased from homeannex came from a different return address. (Service was terrible too, but that's a different story.) Buy from reputable sources, whether in person or online.
2. Sometimes you are buying online without a mfr warranty. I bought my Thermador on ebay knowing that it had no warranty -- I figured that saving $3000 was worth the lack of warranty. However, sometimes you have to read the fine print to figure that out.
3. For certain large and heavy items, either the shipping charges are exorbitant or if they claim "free shipping," they mark up the prices otherwise. I paid $300 freight charges on my Thermador; local delivery would have been $45 (obviously, still worth it to save $3000). The 130 lb Shaw's sink is another example -- $800 locally, best online price is $930 "with free shipping."
4. For pricey items where the finish is important (e.g., Shaw's sink, anything stainless), your only recourse is to open it in front of the delivery person and refuse to accept it, then hassle with the seller. If you accept the package and then open it later and discover a flaw, you have to mail it back at your expense and then hassle with the seller, who might refuse to do anything or might charge a 25% restocking fee.
OTOH, I bought all of my knobs & pulls and lights online from GW-recommended sources and everything has worked out great so far.

I just got the August 2008 (I know, AUGUST?) Consumer Reports and it has an article on the best appliance purchase sources. For large appliances they list ABT (an online store) as the highest rated overall. Mostely this is for selection and they don't have enough data to report on "service". After ABT is "Independent stores" which are your local appliance stores, then PC Richard and Son, Lowe's, Sears, HH Gregg, Best Buy and finally Home Depot.

They say the "best overall experience" are independent stores and sears but where price and selection matter most, Abt Electronics is best for large appliances.

I haven't tried the local independent stores for my appliances yet, but I guess I will. I just seem to have bad luck with any flexibility on price in my area and I'm not willing to pay more than I know I can get elsewhere.

I purchased all sinks, faucets, mosaics, venetian plaster, fittings, gad a lot of stuff actually when I think of it, lighting etc, online and had pretty much 95% wonderful experiences. But for appliances and toilets, I wanted to see the face of my seller. I purchased them all locally and got better deals than if I'd have ordered online, (we were given contractor pricing because of our business relationship with the retailer). But I'd have paid more to buy locally. Mostly because if I have an issue with any of my appliances I have no issues with going in and talking to Lynn directly and have her deal with the problem :) And she does this because she does not want any of her clients saying that after the sale there's no support :)

Even my range (Lacanche) I purchased "in person" by going down and meeting the sellers and support staff. I'd have to get a screaming hot deal to feel it wasn't worthwhile to sit face to face with anyone selling me an appliance.

I bought the major kitchen appliances from the local appliance store where I've bought before. Their prices are very competitive and not worth buying online to save a few dollars. They'll deliver any day I want; will tell me the approximate time if I call in the am; and if anything arrives damaged, they'll rectify it immediately.

Bought my faucet at Lowes on line; garbage disposal from Home Depot online. Both offered free shipping at the time. Got my Ticor sink from Galaxytools.com, which I learned about on this site.

Unless buying online saves me significant money without causing any angst, I'd prefer to shop locally.

I purchased my appliances locally (Sears & Pacific Sales), DH wanted to be able to deal with a real person. In researching the local stores I asked when their best sale is and waited until then (around a holiday) to purchase (saved 20-30%).

But sink, faucet, soap dispensers, disposal, electrical, lights, hardware, etc. were purchased via the internet and I saved a lot a $$. Be aware of shipping and return policies and also check for good references before buying. GW'ers can give great advice on who is best to buy from, I had 99% great buys.

One place to NOT BUY from as mentioned earlier is homeannex.com, I also had a terrible experience with them.

Good Luck!