Appliance Factory — Attraction in Englewood

I had to edit this review way down due to character limits, but here's the gist: The price was good. Paid $499 for a decent mattress, delivery was $35 for driveway drop-off and I was even able to file on their website for a refund of that. Found the mattress for $100 cheaper elsewhere after purchasing and they did honor the price match. I did have to go back into the store for the price match, which was a little inconvenient but worth it.

When I ordered the mattress (on 8/25) I was told it was on back order so there would be some delay in delivery. I understood that and was willing to wait. The weird thing was they couldn't tell me if the delay was going to be a week, a month, or longer. But Rick, the sales manager I was working with, said the orders are placed on Mondays so he should be able to call me with a delivery estimate the next Tuesday or Wednesday (8/28 or 29). I hear nothing from them so Wednesday is when I go in for the refund and I'm told there's still no idea as to when I'll be able to expect my mattress, but hopefully they'll know the next day.

Six days go by and I hear nothing. I tried to give them the benefit of the doubt since it was over a holiday weekend so I gave a little more time. Finally, Wednesday 9/5 I sent an email asking if there was any news on my mattress, and also why my refund that had been processed a week ago hadn't shown up on my account yet.

I get an email back saying my mattress is here and delivery is scheduled for 9/12 (COMPLETELY ignoring my question about the refund). I had originally asked about a weekend delivery since I have a 9-5 and can't just take a whole day off to wait around for a mattress delivery. But my mom was able to rearrange her schedule so she could wait for it after a certain time of day. I respond back and ask what time of day the delivery would be so I could plan accordingly and make sure that date will work for me.

Two days go by and I get ZERO response to my email so I call the store. They explain that they won't know what time it will be delivered until the truck is loaded the night before the delivery, at which point they'll be able to give me a two hour window. So I expressed my concern about not being able to have someone there until about 10am for the delivery and the gentleman said when they call let them know that and they can try to work with me, or worst case at that point move it to 9/13.

So we left the delivery at 9/12 and I eagerly waited for the phone call on the 11th to let me know when I could expect my new mattress.

The evening of 9/11 comes and goes and no phone call.

So bright and early on the morning of 9/12 I call to find out what time that day I can expect my mattress. Turns out I can't. The reason I never got a phone call is because delivery was moved to the 13th. Without asking me or checking with me. I ask if they can tell me when it was moved because I spoke with someone on Friday and last I agreed to it was the 12th (and no, I did not misunderstand or miscommunicate that on the phone call). Supposedly in their records it was never set for the 12th, they had dates of the 7th and then moved to the 13th. Well it had never been set for the 7th as far as I had ever been told, but that's neither here nor there.

Speaking of bad taste, I'll leave this review with one bit I was debating about including since it's not that big of a deal and if this were the only bad thing about the experience I wouldn't even bother.

Before I went in to buy the mattress I had previously been in alone the weekend before doing some window shopping/price comparison. When I went back to actually buy it my mom was tagging along since we were spending the day together. The sales gug asks if I'm going to be financing it and I say no, I'm paying in full and he makes the comment "Oh you brought your bank huh?" Referring to my mother. Implying I had brought her to make the purchase for me and I wouldn't be spending my own money on it. I get the joke, but it was just in...

This is without question the very worst purchase/transaction that I have ever made in my adult life. I purchased all new kitchen appliances in November 2016 (Black Friday weekend). I went in with all of my measurements and spoke to one of their sales people (John) to get some help on fitment (primarily for the refrigerator), the sales person help us find what HE assured us would fit and we purchased it. 2-3 weeks later the items were delivered only to find that the refrigerator did not fit. I called the store and spoke to that sales person as well as to the "District Sales Manager" (Jeff), only to be told that it wasn't his problem and that I needed to accept the other items and return the fridge and we would see what we could find. I declined the delivery, since I wanted to be certain that everything would match. I went in that weekend (in earlyDecember) and found something that would fit although not what I wanted and was told it would have to be ordered. So be it, I know that they don't always stock all items. I was told I would be informed when the items were in (roughly 4 weeks) to schedule appointment for delivery. I finally get a call telling me that it is going to be approximately 4 more weeks and that they would call me upon arrival. The next phone call I get is from the delivery person on February 23rd to confirm my delivery for the following day. I did not set the date for delivery because I was not aware that the items were in or available for delivery. I work and had told them at the time of purchase and at the time of reorder that Saturday was my only available time to accept delivery. After explaining this to the delivery person he nicely said ok, someone will be in touch to schedule delivery. The next contact that I had was on March 3rd from the NEW Store Manager (Nate) asking if I had received the appliances and if I was happy with them. I explained that I did not yet have them and that I would like to cancel the order and I explained my reasoning. He said he check into what he could do to make it right and if not that he would cancel without a restocking fee, without any problem. I felt better about this at the time, but never heard back from him. I called only to find out that he moved to a different store and that I was again talking to Jeff the District Sales Manager. Jeff informed me that I would receive a restocking fee because of the length of time that had passed. He would help by doing only 10% instead of 25% but that was all. The customer service with this company is beyond terrible and even the upper management does not care. I would never recommend this place to anyone, IT'S NOT WORTH...

Beware of Appliance Factory Warehouse... I had a good service experience with my Sales rep, but that was the tip of the iceberg. After purchasing a brand new top of the line washer/dryer from the store, I had a delivery team bring the units to my brand new home. Upon arrival, they managed to strip the bolts to the Dryer door, so they were unable to flip it to the other side. Not a big deal, but wasn't a great way to start after buying a new appliance. The two installers were able to get both units into the Laundry room, and left with out much issue.

About 4-weeks later I walked into my Laundry room and it was under a few inches of water! Somehow when the washer was installed, they used a faulty braided steel line, and water was leaking in the back of the washer. I called them, and had a repairman over within 2-days to check it out and replace the hose line. He admitted that the hose line was faulty, and that he would write up a report noting the damage to the floor and baseboards of my home, but that I would have to work with the Installation team on an insurance claim.

On April 20th, I worked with Zen Mykytyn on starting a claim process to get things fixed. He asked for photos of the damage, which I sent... then he asked that I get a repair quote for the services. All information was in his hand by May 4th to get approval for the work/repair to be done. 2-weeks later, I was informed that Zen was no longer working with Appliance Factory, and I needed to contact someone new. I then started working with Tom Mott, who was very responsive and apologetic at first. After going back and forth with him several times starting on May 22nd, I finally received a response on July 7th that they are not taking responsibility for the claim, and I need to go through my homeowners insurance for any repair work.

Ok... so it takes 2.5 months to even get a response, and now they are claiming that it was not their fault?? I purchased new from them, paid the upgrade price for all new braided hoses, paid to have them install the washer/dryer, and now it is magically not their fault for installing the washer incorrectly. Be ware of shopping at this company, if anything goes wrong, good luck getting any sort of...