Appliance Factory

Two weeks - broken refrigerator and no resolve still! I am so disappointed to even have to write this review, as I’m not one to leave poor feedback or "war behind a keyboard." That said, after two weeks of trying to resolve this issue directly, I’ve reached my limit and still have not received proper service. We purchased a "new " refrigerator on Saturday, 9/27. We were told it was brand new but marked down due to a few minor scratches and dents. We let it sit for 24 hours as directed, plugged it in, and it never cooled. Neither the fridge nor freezer has worked since day one. I called within 48 hours to report the issue, only to be told by the salesperson that there was nothing they could do since we didn’t purchase a warranty. She was rude, short, and completely dismissive , offering zero support before abruptly ending the call. After thinking it over, I called back and spoke with a manager who told me that information was incorrect , we actually had seven days to report issues. She opened a service ticket, but it took more than three days just to get a repair person out. The first scheduled visit was a complete no-show after we waited at home for over 10 hours. I made it clear to the manager that I didn’t want a "band-aid fix" on a refrigerator sold to me as new. I simply wanted a refund, as we were sold a lemon. She reassured me that once the issue was documented, a refund and pickup could be arranged. However, when I followed up, another employee informed me that the notes in the system say a compressor part was ordered and that the fridge is scheduled to be repaired , not returned. The manager has been "in meetings" every time I’ve called for the past three days. It’s beyond frustrating to spend hundreds of dollars on a major appliance that never worked, only to be met with dismissiveness and delay. Meanwhile, Appliance Factory continues business as usual, selling more appliances while failing to stand behind their products. This has been, by far, the worst customer experience I’ve ever had. The irony is, friends of ours went through a similar nightmare with Appliance Factory and and stove a while back and we still ignorantly gave them our business. Save yourself the headache and go ANYWHERE BUT HERE.

Great company & service from start to finish!! Everyone was very nice & knowledgeable, fast & efficient. They showed up when they said they would & were pretty fast getting everything installed. Better prices then other retailers. Would definitely recommend!!

I purchased a refrigerator for my elderly parents, had it delevered and installed. They also took the old one. Their communication throughout was excellent. The whole process from start to finish was great. We will definitely use Appliance Warehouse again.

Poor poor communication skills on this company. Nice nice to your face to sell something but complete asses for a return. Going on 3 weeks and still no answer from them. Went up there personally and they said the corporate office needs to decide. Product has never been taken out of my vehicle or the box opened. I will never never never buy from them again. First and last time!!! I will be sure to contact the BBB also. Very frustrated!

***Broken refrigerator*** No one will come look at it and they refuse to exchange it till someone does come look at it yet, you just brought it yesterday!!! Deliberately give you faulty products and you’re stuck even when it claims it’s "inbox new". Just like Amy reviewing a few days ago not related to her separate people same issue same company seems to be given the same answer. No fix. Pick up the phone Chuck! Call some of us back clearly not the way you claim you do business. Alex is great though, hopefully he can get out of there!

I will never buy an appliance from a big box home improvement store again. The experience from start to finish is so much better here. The salespeople actually know the product lines, and best of all, the big store in Thornton has a huge selection of discounted open-box appliances. I was able to get luxury brand appliances for the price of standard ones. I need to shout out two product specialists for their help: John Amaya and Mike Couchman. John helped me find an awesome Thermador fridge that I got for half-off the new-in-box price. It's a $5000+ fridge that I never would have anticipated owning. A few weeks later, my dishwasher bit the dust so I headed back to the store with a sense of urgency. I was greeted by Mike, who took me right over to the open-box dishwashers, and found me yet another beautiful Thermador unit for half-off its retail price. I'm a consumer who appreciates luxury design and construction, but almost never pays luxury prices. Seriously, who would pay $2500 for a dishwasher?? Well I didn't have to, and yet still managed to take one home the same day. Both appliances were sold as new, with factory warranties. I bought extended warranties on both, which give me 10 years of service on the critical components. Meanwhile, my old cheap appliances barely lasted 7 years. Buying appliances here is a no-brainer.

Patty was awesome. I walked in looking for a pretty particular washer dryer set up. She really educated me about the brands and made me feel great about purchasing $3500 worth of appliances. She also forfeited any commission and gave it to the guy who I talked to on the phone before I came in. Honest store, nice folks.