Appliance Factory & Mattress Kingdom — Local services in Columbus

My family and I have been loyal customers at Appliance Factory for years — we’ve bought multiple appliances here, including a stove, dishwasher, and more. But after what happened recently, we’ll never be coming back.

My dad purchased a dishwasher that the staff claimed had a 30-minute quick wash cycle, which turned out not to be true. On top of that, the appliance didn’t even fit in the space we had. When we tried to return it, we were told flat-out that returns weren’t possible — even though the receipt clearly says only that a restocking fee of up to 50% could apply. There’s nothing that says “no returns.”

When we went back to the store to discuss it, the employees — specifically Ryan Williams and his coworker — were incredibly rude and unprofessional. They claimed to be their own supervisors, laughed at the situation, and even told my dad to “get out” when he became understandably upset. That is not how you treat a paying customer, let alone a repeat one.

To make things worse, we tried calling the President’s Hotline, but no one ever answered. We also reached out to Customer Service multiple times, and we still couldn’t get any real help or answers. Every attempt to resolve the situation was ignored or dismissed, which only made the experience more frustrating.

This experience was beyond frustrating — it was disrespectful. I’ve never seen a business that refuses to take responsibility, mocks its customers, and hides behind unclear policies. Appliance Factory should seriously reconsider how they treat the people keeping them in business. We will never shop here again and will be sharing this experience with others so they can avoid going through the same thing.

Anyways again, I don’t think we will be going back. Also there isn’t an option for no stars, but this was truly a zero star experience. I hope everybody has a blessed day and don’t let anybody...

UPDATE: Bumping this review to 4 stars, Taven called and apologized and a corporate staff person called and made the situation right. Even 2 weeks after the sale Appliance Factory was willing to resolve the situation. I appreciate that in a company.

I’d say I had a mixed experience, I got a good deal on a new washer and dryer so I am grateful for that. But…

My washer and dryer were just delivered on 10/15/2025 and I am realizing that, Taven Howell, who was the sales person I worked with did a terrible job of explaining to me what is and isn’t included in accessories. I declined accessories thinking it was just the dryer vent and washer hoses, I’ve hooked those up before. But I also see I did not get a cord for the dryer. I had no idea that was an accessory and Taven didn’t take any time to explain that to me.

I just called the number on his business card and was sent to a call center of some sorts so there is also no way of getting a hold of him, not sure why they hand out personal business cards then. The guy I spoke to on the phone was apologetic but also reminded me that it was my choice to deny accessories, which wasn’t helpful advice. If I would have known the electrical cord wasn’t included with the dryer I would have got the accessories and installation. I imagine most consumers don’t know that the cord comes separate, all other appliances or tech that uses electric has a cord hooked to it. So now I am stuck with a much more complex project than I thought and it will take more time.

All in all, it was a poor sales practice and bad communication. So note to the consumer, make sure you research and ask a bunch of questions because the product specialists at Appliance Factory aren’t much help and they won’t volunteer any...

They did not correct the issue so reposting. All they do is lie. I waited for over an hour at this store as a sales associate helped another customer fix the order the store had messed up. I should have taken the hint. Strike 1. I moved forward with the purchase of a refrigerator. I paid for delivery, installation, and to have the doors removed for installation. The delivery guys were great. The removed and installed new fridge, including taking the doors off the new fridge to access my kitchen, a service for which I paid extra. The fridge ended up not fully working within minutes of installation. Strike 2. I called the store to report the issue. They said they could not do anything. The best they could do was have me wait nearly two weeks for a technician to come look at it, not fix it, but look at it. I posted a bad review and suddenly they called me with options. I accepted their remedy of a new fridge to be delivered by “x” date. I took my review down. X date came and they had to reschedule. Ok, I thought, they are trying. We reschedule for “y” date. Y day comes and now they tell me they cannot replace my fridge as agreed because they cannot take doors off a fridge, even though I paid for the service. Strike 3. It has now been 3 weeks without a fully working fridge. They have lied repeatedly to me and do not care. They receive so many negative calls they have a President’s Hotline to field them all. It is all a joke. Furthermore, if the lies were not bad enough, their scratch and dent prices are not appreciably lower than Lowe’s and Home Depot sale prices. Go to a big box store during one of their many sales...