Appliance Factory — Attraction in Columbus

Ryan was my salesperson & he was excellent! Now the delivery experience-YIKES! STAY AWAY FROM PURCHASING FROM THIS COMPANY IF YOU NEED ANY TYPE OF DELIVERY!!! I am a breast cancer patient & a single mother & My mom took time to come wait for this fridge. My street is closed on one end for construction, the other entry point is open for deliveries & for home owners to access their homes. I gave explicit instructions on delivering to my home- That you must access from one specific street. The delivery driver asked if the street was closed to which the construction team said yes- because it is closed to the public! I immediately spoke with a delivery manager & advised that it is open for deliveries & to please have them come back to deliver the fridge. He had someone call me to reschedule anyway! then I called the store & Anthony promised they would come back after their next delivery stop. This was at noon. At 2:30 I called to ask when were they bringing my fridge b/c my mom & daughter do not have any food at my house & are hungry so I need an estimated delivery time. I then speak w/Adam the store manager who says hes going to help. He calls me back to say the delivery driver LIED about trying to make a second trip to my house & he will coach that team later. The delivery driver would not come back after my mom & child waited 9 hours for the fridge! Adam then offered me a refund on delivery & promised my fridge would be delivered first stop this morning. I gave explicit instructions w/him. He said the delivery company and managers are aware and it will be seamless today. I asked who my point of contact would be today if things went wrong. He advised KRISTIN was the other manager who was filled in on my experience & would ensure things went smoothly this morning. The delivery this morning the truck driver did NOT follow instructions again. They drove past my street when we were waving them down. They did NOT call me to ask for help to get to my house even though Adam wrote instructions to do so! I spoke w/Derek the manager of ops for delivery & he said the driver said my street is blocked off! It is NOT if they follow directions to come through the right street. They advised they would NOT come back to my house but maybe could later today. I called the store multiple times for help from Kristin. At 9am I was advised she wasnt in the office yet. I called back 4 more times to be told she was in conference calls & would have to call me back. Finally 3.5 hours after my delivery was NOT DELIVERED I refused to get off the phone & she came to the phone claiming "she's been in conference calls all morning & what was she supposed to do for me?". She stated she "already refunded me when I called earlier & said I wanted to cancel". no I said if the delivery truck didnt turn around to deliver my fridge then I want to cancel & Kristin is supposed to be ensuring this is seamless & I need her help. She never called me back! Then she asked me "how is this my fault?" She was my point of contact this morning to make sure I didnt have this stress on my plate while im battling breast cancer. She did not take accountability. I asked for the CEO Chuck to call me back to which she said "I dont think he calls people back". This company has NO desire to help w/the customer experience once you've paid. They apparently cannot communicate w/ their delivery drivers to help assist in a smooth delivery process. I have had marketplace buyers, fed ex drivers, & ups drivers manage to get to my house fine w/no issues but a delivery truck driver w/spelled out instructions cannot get to my house! They took pictures of the wrong road closure that isnt where I told them to come to my home. The only person who appeared to care about my experience at all was Adam but he is off work today & even he couldnt get the delivery service to bring my fridge yesterday when he talked to them for almost 2 hours to get them to come back! This is a horrible company to do business w/if needing any sort of delivery- they have no accountability or control for...

Extremely helpful over the phone and in the store as far as the sales side of the purchase went. Adam the manager quoted me a price over the phone for an new Bosch 800 dishwasher. When I arrived at the store, Taven, the sales rep stated that the price was misquoted. Adam backed his quote up by giving a discount for the item he had misquoted to get to the price he had quoted. I purchased on Tuesday and was told Friday they could get it installed. I was told to expect notification by phone or text on Thursday confirming the install and timeframe for install. (5 stars so far)

By Thursday at 4:00 PM, I had not received any info on install. I was told when I called that the both my sales rep and the manager were not available for a call.(one was out and the other on the phone) so I spoke with the person who answered the phone and asked about the install and why I had not received notification. He told me my install had been scheduled between 9 and noon the next day and that the tech doing the install was out that day or something to that effect and must not have put in the notification info. After getting off the phone, I was notified 3 different ways in the next hour. (4.5 stars now)

Install day: Tech arrives very close if not a little before 9:00 and begins install. Very nice guy and wanted to make everything how I needed and wanted it. After a couple of hours, he showed me the completed project. After looking at it, I could tell something was wrong. There was a large gap at the top under the countertop and I don't have special countertops. I told him and he let me know that the only adjustment was a screw in the front that tilted the machine forward or back and that if he lowered the back so far to bring the front up, that it would be to much tilt and the machine wouldn't operate correctly. He stated that he could fabricate some shims to raise it a little. I told him that didn't sound right and left the room for him to figure it out while I looked up install instructions on youtube. He called me back in and lets me know he's got it as high as he could (still almost an inch gap). I look down and he has folded some cardboard and put it under the front feet. That's when he asked for me to sign off on the job and I decided to call the store. Adam the store mgr was surprised at the lack of knowledge of the tech and called him back. I went back out to kitchen after and he insisted he didn't have any idea how to make it work. I showed him that the front feet can be adjusted as I had learned on YT. He stated that he has installed 3 of these recently in other homes the same way and he had only been trained to adjust the tilt mechanism in the front so they all looked like this. He is now muttering angrily to himself as he goes back to work. Once "done" again, he calls me back out and shows me. This time the gap is closed somewhat, but he tells me that those feet are so tight, he couldn't get it any higher (I don't think he removed the side anchor mounts as he tried this.) I signed off on this and sent him on his way. (2 stars now) He didn't clean up water under the cabinets, nor run a test of the DW. Also did not even turn the water back on at valve.

I then drove back to the store to talk with Adam. He insisted the guy had the training to do the job and went to bring the installation manager out to talk with me who then went and got his repair tech and I explained the situation. He let me know that he could drive back to my place immediately and correct the issues and he did so. (adding a star back for handling this same day and offering to refund installation cost (didn't happen although I did say that wasn't necessary))

Hopefully they followed up with other customers that he installed things with to make sure their installs...

TLDR: Don't buy a washer until you are absolutely sure you are going to like it. If you use a washer once it cannot be returned unless the manufacturer credits the dealer fully somehow or its completely broken (although I am checking this directly with the manufacturer).

NOTE: You can return the washer within a few days as long as you never use it apparently.

Before I get into the review I wanted to say what went well: My initial service experience was good The delivery guys were very nice and got the washer/dryer into my basement without damaging anything I got given a tip on how to fix a leaky pipe (more on this later because it also ended up being a negative issue)

What went wrong:

I am a new homeowner and apparently one of my water pipes had a very small leak. I was told that due to this my washer couldn't be fully installed. This unfortunately meant that my girlfriend and I had to level it on our own and it was a bit difficult due to some stiff locking nuts.

I should also mention we paid an extra $40-80 (cannot remember) for some hookup pieces and for the units to be fully installed.

After getting the water pipe fixed and the washer leveled we turned it on to be immediately greeted by an Ld error code. After googling we were told it was a drain pump issue (it was not) and later we accidentally discovered it was a broken lid lock.

I was able to find a workaround that got the washer to run though.

After getting the $1400 washer to run I have to say... I don't think it performed better than a $500 washer. To be fair, I didn't have heavily soiled garments so I couldn't really test it out. However I am pretty skeptical especially given the initial defect that this washer is all its cracked up to be

Considering the washer I bought was a $1400 and the performance didn't seem different than a $500 one I wanted to return it for a full refund. However after contacting the dealer I found out that since I had used the washer I could not return it.

Thankfully Speed Queen at least has a good warranty so I am in the process of trying to get someone to fully fix the lid lock.

I am definitely used to being able to return an item for any reason within a time window but that does not apply at least to washers apparently. It is my understanding all appliance companies may work this way though

I wish someone had explained to me the return policy/lack thereof at the time of purchase.

I found out that Appliance Factory has to get permission to return from the manufacturer. Apparently this can only happen in specific circumstances that I likely don't meet.

Overall kind of a mixed experience. If you are purchasing a washer id definitely recommend looking up consumer reports and being cautious if its expensive.

The $1400 dollar washer definitely didn't come with a $1400 experience. I am going to work directly with the manufacturer and hope their reputation for being good is true. I do feel like a lot of the service from Appliance factory ends the moment they deliver an item though.

In the future I think I may try to see about just ordering online/from a manufacturer directly. I don't think the extra money paid resulted in service that was helpful. If something goes wrong it seems like you just have to deal with the...