Appliance Factory — Attraction in Springdale

ZERO STARS

We’ve purchased from Appliance Factory & Mattress Kingdom before and had a fine experience with a dryer, which is why we came back when we needed a new fridge. Unfortunately, this second experience has completely changed our opinion of the store.

My husband and I went in on a Saturday looking for a fridge. We ended up purchasing both a fridge and a stove. We also paid extra for:

Water line hookup for the fridge

Cord and installation for the stove

Removal of the old appliances

Delivery of the new ones

We chose a Friday delivery due to our work and medical schedules, and 𝐰𝐞 𝐬𝐩𝐞𝐜𝐢𝐟𝐢𝐜𝐚𝐥𝐥𝐲 𝐫𝐞𝐪𝐮𝐞𝐬𝐭𝐞𝐝 𝐭𝐨 𝐛𝐞 𝐭𝐡𝐞 𝐥𝐚𝐬𝐭 𝐬𝐭𝐨𝐩 𝐨𝐟 𝐭𝐡𝐞 𝐝𝐚𝐲 because my husband (who is disabled) had a medical test that morning. Glen, our salesperson, said that should be no problem—he explained that the drivers start north near the warehouse and work their way down, and our location would likely be one of the last stops anyway. That made sense, so we went with Friday.

Then, Thursday afternoon, we received a delivery window confirmation for 7–10am, the complete opposite of what we were told. My husband immediately called and spoke to 𝐑𝐲𝐚𝐧, 𝐭𝐡𝐞 𝐆𝐞𝐧𝐞𝐫𝐚𝐥 𝐌𝐚𝐧𝐚𝐠𝐞𝐫—who, by the way, was begging customers in the store for Google reviews during our visit. Ryan said the warehouse was closed, but he’d leave a note for the delivery team first thing in the morning to fix it.

Friday morning, my husband got a call from his medical office—they had cancellations and offered to move his appointment to 9:45am (originally 11am). It’s an hour drive, but he said yes. Twenty minutes later, the driver called saying they’d be there by 9am. My husband explained the situation and said, “If rescheduling is a problem, just come now.” The driver said he’d call his supervisor and call us right back. He never did. He also stopped answering calls.

My husband drove to the store. They said they’d follow up with the supervisor and call us back. After several calls and conversations with Glen, Chase, and Joe, we were told the appliances wouldn’t be delivered Friday at all—despite already being on the truck. Instead, they would now come Saturday morning.

So my husband canceled his appointment (and was charged a $100 cancellation fee), and we waited. We didn’t get a final confirmation from the store until 3:30pm Friday. Now that means 2 days wasted waiting around.

Saturday morning, the appliances showed up at 8am. No call ahead. The delivery team:

Did not connect the fridge water line we paid extra for

Left the stove uninstalled and without a cord, which we also paid extra for

My husband is literally back at the store right now trying to get a resolution.

The in-store experience was great. Glen was helpful and helped us find exactly what we were looking for. Chase was involved at the end and did his best. Ryan was friendly on the phone when discussing delivery—but when my husband showed up at the store after the delivery driver ghosted us, Ryan saw him, picked up the phone, and walked into the back—never to be seen again. He is the General Manager.

We also reached out to Chuck, the CEO, via both LinkedIn and email. No response. But I’m sure someone will comment on this review saying “Chuck reads every review personally and truly cares about service.” If that were true, he would have responded. He didn’t.

Yes, the prices are reasonable. Yes, the products are fine. But if you value your time, need reliability, or expect basic follow-through on what you paid for, this is not the store for you.

We still need a dishwasher, microwave, and washer—but we’ll be purchasing those items...

First of all, if I could give zero stars, I would!!! After our current washing machine malfunctioned we made the decision to look for a new washer and dryer. On July 8, 2025 We went to Appliance outlet in Springdale and was greated by Dave. We explained that we were in the market for a washer and dryer and what it budget was. He showed us a hotpoint set that he told us he highly recommended not to purchase, his exact words were "they're junk". After walking around and looking at other options, we were approached by Glenn, a very nice helpful gentleman. We told him what we were looking for and our budget and he highly recommended the exact same hotpoint set. After some discussion we decided to purchase the hotpoint set. We paid $927.04 cash!! We drove down the road to pick them up from the warehouse. We got them loaded and taken home. The following morning we were going to remove the old set and install the new ones. Upon removing a couple items from the old washer I discovered a quarter was lodged between the wash tub and agitator. I removed the quarter and the washer was working perfect again. I immediately called the store to return the new hotpoint set and spoke to Dave again since Glenn was off that day. He informed me that there are no returns. Well according their website there is a 90 return policy as long as it's in new condition and still in original packaging. I called Dave back and he said if need to talk to the manager and he's off today. Said he wasn't able to get ahold of him because he's usually in the bar drunk on his day off. But he's relay the message about the situation to him the next day (July 10). The next day (July 10) around 2 in the afternoon I hadn't heard anything so I called the store and got ahold of the manager (Chase). He said he knew nothing about it. Asked me to take pictures of the units and the packaging and email to him so he could see what he could do. He called back shortly after and said it wouldn't be an issue, just bring them back to the warehouse and he issue a refund. Let's not forget, I paid cash but now corporate has to send me a check in the mail. Refund will take 4-6 weeks (I know.... that sounds insane)! He told me he'd update me once they get the refund processed and let me know the status. Several weeks later I have reached out to Chase on Several occasions via text (no response) and called his cell phone (pretty sure he has me blocked because it only rings once and goes to voicemail). I just called the store and was told he's on another line and waited on hold for almost 20 minutes (I finally hung up). Chase is a coward with very bad customer service skills. So here I sit without my money and the product returned already. I would suggest someone reach out to me about this situation before I take it further. My invoice#MW00109821 Feel free to call anytime to rectify this situation before...

If we had a bad experience once, I wouldn't even have made a review for the business. However, we have now had TWO bad experiences with this organization. First, we bought a refrigerator last year from here that was described as Class A damage, which meant a slight dent and scrape on the back. It arrived with a HUGE dent in the front so bad that the handle wouldn't screw back on! Luckily, we caught it before they took it off the truck, so we were able to get a replacement (not that they did anything to make it better since we had to go without a fridge for another week).

Now, we gave them a second chance and bought a dishwasher and older fridge for our basement to replace our two that had died in the past couple months. I was happy with the deal they gave us, however, they told us that we were paying for them to take our old appliances and put the new ones back. We specifically asked if that meant they would remove the fridge from our basement and put the new one back in the basement. We were told yes. However, they show up and tell me that they can only drop off the appliances in our GARAGE! When asked, they said it was an additional fee (THAT WE WEREN'T EVEN AWARE OF!) and that we could call and have them come out a second time to relocate the appliances that we had delivered. Not to have them installed, but just relocated where they need to go. When we tried to call to get things figured out, the installers were gone before we could get off hold. While the service tech on the phone was extremely nice, she confirmed that we were basically lied to at the store.

We are going to need a new stove in the future. You better believe I won't be setting foot back...