Appliance Factory — Attraction in Thornton

If I could provide a negative star, I would provide the highest negative star that I could for this company. Especially this store, I purchased a washing machine and a dryer on October 5th 2024 and I waited over 2 hours for this washing machine to even be loaded into our truck. Once we got it home, we went to install it. Run the first load of laundry in the washing machine and it sounded as though a freight train was coming through the washing machine, so we instantly shut it off and contacted the store. The gentleman we believe his name was Michael. We spoke with on Sunday morning informed us that Andrew, the gentleman reported just from was not in that day and that he would do his best to put in a work order especially means we just bought it the day before and that someone would be in contact with us on Monday. Monday came and went. No call from any one about coming out to take a look at the washing machine. My husband then in turn, called on Tuesday morning, spoke with a gentleman by the name of Dale, who said that a work order was never put in and reassured my husband that he put one in gave my husband a confirmation number for the work order. And we waited Wednesday the company bran source contacted my husband let him know that they could send someone out, but it would be a week. Someone finally came out yesterday from brand source. And informed as that the part of the washing machine that was broken, there is no way that it could have been broken by us that it had to have been a manufacturer break at that point. We then in turn, contacted the store again, let them know what was said and they reassured us that they would do the best they could to help us with the situation. At that moment I spoke with a sales rep by the name of Breann, who up to this point has been the only person who's even been somewhat compassionate. She did inform me that she had let her store manager know and that she would do her best to keep up with whatever needed be done. While at work today, I received a text message from the store manager Rene, which, by the way, as a patron. Fill like that is the most unprofessional way to contact a customer who is having issues with a broken washing machine that was sold by one of your salesmen is to text them. That is disgusting as well as very frustrating. I was informed that there is nothing more they can do for me, and that pretty much. I now have to just wait until they can come out and repair the washing machine, which could be 2 more weeks. So at this point I am now out $2000. On a brand new washer machine and a brand new dryer that I purchased from this company end have owned it for over 16 days and never been able to do one load of laundry in it. I would never recommend this company. I think they are very unprofessional. Their attitudes are disgusting and very nice. They are beyond the worst customer service. I have ever experienced at this point I would never recommend anyone to ever shop at this store unless you just want to give...

Absolutely Infuriating Experience – Appliance Factory and CEO Chuck Ewing Should Be Ashamed

I just had one of the most asinine, disrespectful, and insulting retail experiences of my life at Appliance Factory, and I want everyone—especially CEO Chuck Ewing, who clearly endorses or established this ridiculous policy—to hear this loud and clear.

I drove an hour to pick up a $1,300 dishwasher I had already paid for, credit card receipt in hand, only to be told I couldn’t pick it up because I didn’t bring a physical ID. I had my official digital Colorado ID (state-verified!), the receipt, the same card I paid with—and they still treated me like a potential criminal trying to steal my own appliance.

Apparently, Chuck Ewing’s genius-level policy insists that you’re not a real person unless you carry plastic in your wallet. So despite the entire digital transformation of modern identity systems, this company is stuck in the stone age—and enforcing it with zero compassion, logic, or flexibility.

And it gets better (or worse): The ONLY person who could override this insane policy was “at lunch,” and the staff flat-out refused to even call her. I was told to either sit in the parking lot for an hour waiting for her to return or drive another 2 hours round-trip to get my ID, like some medieval quest to prove my worthiness to own the thing I already bought.

I didn’t walk in off the street. I was standing there—with proof, with ID, with payment, and with intent—just trying to get what I paid for.

The way this company treats customers is insulting. Presumed guilty by default, held hostage by policy, and ultimately punished for doing everything right except carrying a piece of plastic. I’ve worked in customer experience and operations—this is the kind of company where policy trumps logic, and trust is replaced with suspicion.

Chuck Ewing: If you’re reading this, fix your broken system. Your company’s outdated, inflexible policies are eroding trust and losing customers. I will never shop at Appliance Factory again, and I’ll make sure everyone I know hears exactly why.

Unreal

--------------------UPDATE Aug 20, 2025-------------------------

Just got a call from Kaden at Appliance Factory, and I want to acknowledge something important: they listened.

He let me know that the ID policy has been updated, and that going forward, customers won’t be put through the same nonsense I experienced. That’s a good move—and I appreciate the fact that the team moved quickly to fix something that clearly wasn’t working.

Hopefully now, when someone buys an appliance, they’ll be able to pick it up from the warehouse without being treated like a potential criminal. Common sense should always win, and in this case, it finally did.

Kudos to Kaden and the owners/management behind the scenes who made the...

I wish I could give a straightforward review, but our experience was really mixed. The only reason this isn’t a one-star review is because of Jasmine, our salesperson on May 7th. She was fantastic—knowledgeable, helpful, and kind—and especially impressive considering it was only her third day on the job. She absolutely deserves five stars.

Unfortunately, our initial visit last weekend was a different story. We came in looking to buy an LG all-in-one washer/dryer combo and were greeted by a tall, blonde salesman (working Saturday, May 3rd) who never gave us his name. After some browsing, we decided to purchase the unit and asked another nearby employee for help. This employee pointed out a flyer sitting on top of the machine that listed the price as $1,699—lower than what was shown on the other sign. He said it was a bulk buy discount, and went to get the original salesman to finalize the sale.

When the first salesman returned, he walked over, immediately grabbed the flyer without looking at it, crumpled it up in front of us, and said, “That’s not the price.” We were stunned—he didn’t even glance at it. It felt shady and dismissive, especially given that his colleague had just shown it to us. When we expressed hesitation, he offered $100 off ($200 less than the discount on the flyer) but didn’t stick around to discuss further. We were so put off by the interaction that we walked out, despite still being willing to buy.

Desperation brought us back on May 7th—we needed something same-day after moving into a new house and having laundry pile up. Thankfully, that salesman wasn’t there. Jasmine helped us instead, and she immediately pointed out the same flyer, still sitting on top of the unit, confirming the $1,699 price. We were shocked but not surprised—it felt like clear confirmation that the previous salesman had been dishonest. We bought two of the machines and two pedestals, and I was very happy to make sure the sale—and commission—went to Jasmine.

Bottom line: this store can be a great place to shop, but be careful. Some salespeople may not have your best interest in mind. Jasmine, however, was a total standout and the reason we are willing to come back at all...