Appliance Factory — Local services in Florence

Update and Final Outcome: If you've read my first review (below), you'll know that I thoroughly enjoyed my initial experience with Appliance Factory early in the year. I was happy about the ordering process for my Jenn-Air oven. Then, things changed. There was a communication breakdown after that order which led to months of no contact. I knew my special order would take several weeks, but it was taking far longer than I was told and no one was reaching out. So, I revised my review. I was immediately contacted by the store manager, the regional manager, and their PR company. At first, I felt that they were just doing damage control, but it soon became clear that they really were trying to set things right. It turns out that both the store manager and salesperson at the time of my order had been transferred to another location. The new store manager didn't know about my situation because it was a special order that had been backordered by the manufacturer. So, no one knew about my backordered product until news filtered down about my review. So, while there was an unfortunate issue with follow-up/communication, Appliance Factory management bent over backward to make things right. I received my special-order product and many follow-up calls to explain the situation and to ensure my satisfaction. I will happily shop with this company in the future and feel secure in the fact that they care about their customers. Original review: I've had trouble finding Jenn-Air appliances. The double oven, in particular, has been super-challenging. I ordered and paid in full for it from my usual supplier more than 11 months ago after being given a lead time of 6-8 weeks. After continuously backordering the item, and with no further information, they just cancelled the order on me saying they could no longer get the item. So, after spending a fortune on a Jenn-Air kitchen, I had no oven to match. I called all over town and had no luck (I'm in the Greater Indianapolis area). That's when I broadened my scope. I found Appliance Factory & Mattress Kingdom on Google and decided to give them a call thanks to their fabulous reviews. I explained my situation to Trey. He looked up the oven model I'd been trying to purchase and explained to me that the reason the other provider couldn't get it is that it had been discontinued. Within minutes, he had reached out to Whirlpool (manufacturer of Jenn-Air appliances), determined the new model number, and gotten a lead time for me on that model. It's now on order and expected in July. Why couldn't my usual supplier have done the same? I don't know, but they've lost my business. I'll drive from south Indy to Florence in the future. It's only a 2-hour drive, only about twice as long as I'd spend driving from my home to the Carmel area, and I can enjoy some Kentucky bourbon while I'm in the area. Thanks for caring enough to go the extra mile, Trey. I really appreciate it.

P.S. Trey was honest and service-oriented enough that when I asked for the new model number so that I could look it up and compare specs between the two ovens, that he freely offered it to me knowing that I could have ordered it from...

Originally purchased my washer amd dryer set as it was in stock. I was scheduled a delivery 2 weeks out as they had them on hand at the warehouse. Week of delivery comes and I call to get an eta or delivery window to tell my maintenance team and Im told they are no longer in stock and have no eta nor could they give me one as it comes from the manufacturer. When asked why I was sold an in stock product that is now out of stock they told me that the manufacturer didnt update their stock in their system which caused the disruption on their end. I was told by the person who sold it to me that he would contact the manufacturer directly to get an eta on when the warehouse will be restocked and that Id receive a call back. I did not. I had to call back 2 days later after not hearing anything and was told the manufacturer emailed them and stated there were 400 in stock that were to be delivered to the warehouse within the week and that I should follow up on tuesday to see if they had been delivered. I call back on tues and speak with another associate who says they dont have an eta nor had they been delivered and there isnt anything else they can do on their end but wait for the manufacturer to deliver them or give an eta for delivery. I asked what happend to the 400 piece shipment they were supposed to recieve and he restated that there isnt any other information they can give me but that hed have the associate id been working with give me a call back. Again, no call and a few days go by. I call on Saturday and am told he would again call me back but never did. Today I call and finally there is an eta on delivery to the warehouse and its next week and then...as long as it isnt incorrect again...I can schedule delivery the following week. This is now over a month of me initiating every point of contact and follow up on a product I was sold as being in stock to be delivered 2 weeks after purchase. Not to mention ive now paid $400 this month on a product that shouldve been delivered weeks ago, and im out the money im spending at a laundromat unnecessarily. I would not recommend you purchase here unless you take the product home with you that day. Poor service, poor follow up, and who knows when I will actually see the merchandise ive paid for. Heres hoping its not another...

i am writing this review for the second time due to the company telling me they were going to make the issue right and asking me to delete my review.

I went to the store on 8/6/25 to look for a deep freezer. The salesman showed me a unit that would fit my needs. i told the salesman I would like to think about it before buying. i left the store for less than 10 min before deciding i wanted to buy the freezer. i walked back inside and "purchased" the freezer. After taking my money the salesman walked over to the unit and back to the desk. He then told me that the freezer had been purchased online while i was outside. I then asked how that could be since he had already sold it to me. He then offered to sell me a different freezer (the same size and model) for $100 more than the unit that i had already purchased. i declined his offer to pay an extra $100 for the same unit. He apologized and told me "they aren't supposed to be allowed to sell units sitting on our floor online". He reluctantly refunded my money.

i wrote the review above and posted it later that evening. I received a phone call the next day from the corporate office asking what they could do to make the situation right. The guy (Johnathan) offered to ship the same freezer directly to the store for me (1 week shipping time). in return they asked me to take the google review down. In my own stupidity, I deleted the review that same day. It has been 2 weeks since then, i have called Johnathan twice and left two Voicemails without response. i can only assume this was just a simple ploy to get my review removed from google without any plans of resolving the situation.

if i could leave negative stars...