Appliance Factory — Local services in Parker

EDIT TO ORIGINAL POST: Upon my review, I was contacted by Randy, the new manager and Mary, the Public Relations Manager. Randy went out of his way to correct the issue. He ordered me a new, UPGRATED fridge, and got it delivered to me ASAP. I really appreciate everything he did to make it right!

I only chose 1 star because I couldn't leave a review without choosing a star. DO NOT do business with this particular location! I bought a new fridge back on FEBRUARY 22nd. The salesperson Brett, first told me the fridge I wanted, that matched the rest of my appliances, was not in stock and they wouldn't be getting anymore anytime soon. After settling for a different one, I came home, looked on their website and they did have stock of the one I originally wanted. I called and the manager was able to cancel my original purchase and then purchase the one I wanted.

Upon delivery, the guys bringing it in, dented the front of the doors, the top of the doors and the side of the right door. This was after them letting me know they would need to take the front door off, to get the fridge in without damaging it, but charged me an extra $30 to take the door off, but I had to pay them cash for that part. They realized the damage and called the store to document the damage. After they left, I noticed a huge bulge on the non-dented side of the fridge that looked like someone had gotten trapped in the fridge, then tried to beat their way out of it. I called Brett and let him know. I was instructed to take pictures and email them in so they could start the replacement process, as the damage on the side was deemed freight damage.

After multiple phone tags with Brett, over the next 2 MONTHS, he was able to let me know he had heard back from LG and they were going to replace the fridge. He said it may take a week or 2 to iron out the details of how they would get the new fridge to me and them get the damaged one back, but to please be patient. After another MONTH of nothing, I called back. Brett was surprised to hear from me, as he had forgotten about the whole thing. WOW!

He assured me he would look into it and give me a call back. 2 more months goes by without hearing from him, so I call back. Brett no longer works there, of course, and he didn't let anyone know about this situation. So now, I have to explain the whole thing to another salesperson, who was the manager on duty at the time. They pull up the information and sound baffled and confused but assure me they will get this taken care of. They will call me back ASAP. This was on August 8th. It is now September 13th and still nothing and NO call back.

It has been over another MONTH since I called again! The customer service is deplorable. We have bought multiple appliances from them in the past, from the dent section in the back, to save money. I thought this time, I would splurge and get a new fridge. The new one is in worse shape than any other "damaged" appliance we have bought in the past and they could care LESS about correcting their mistake, and I am out full price for the damaged one.

To make a customer jump through hoops to try and get your place of business to correct THEIR mistake, AND STILL NEVER CORRECT IT, is just WRONG. I never 1 time received a call back from anyone trying to figure it out, I had to call and check into it myself EVERYTIME.

Applicance Factory should have replaced the fridge the next day and then dealt with LG...

A comedy of errors almost from the start. The in store purchase went fine. This was for a new Frigidaire dishwasher. This would be in June of 2020. No issues. We set up a delivery date. The installers called us the night before, gave us a 12-2pm window for delivery and installation. Asked us to have the area underneath the sink empty so they could hook up lines. Still going strong. The next day we cleaned out under the sink and waited, and waited, and waited. 12pm, 1pm , 2pm came and went. Finally at 3pm I called the store, explained the issue of very late delivery and was told there was NO delivery scheduled for me that day or anytime in the near future. Now remember I got a call from the delivery and installation folks the night before. We finally got a firm delivery date for several weeks later and the guy showed up on time. Removed the old machine and installed the new. Good deal. Not really. The installer left our residence only to return a short time later stating he installed the wrong machine. He removed the machine he just put in and replaced it with another machine he had in the truck. The installation time frame now took twice as long. Several weeks later we noticed the soap dispenser was not opening during the cycle. Called appliance Factory. They sent out out a total of 3 techs on 3 separate occasions to try to fix it. Still was not working correctly. Back to calling Appliance Factory to see what could be done for a permanent fix. This was probably in Dec. sometime. I asked for and spoke to the store manager Bill, explained the issues over the last 6 months and after repeated calls from me to him he finally agreed to replace the machine. He gave me a firm deliver date of 2/4/21 and to expect a call from the installers on 2/3/21 in the evening to get a delivery time window. Manager Bill told me if for some reason I did not get a call from the installers by 6:30pm to call the store and ask to speak to him so he could call the installers personally to get a delivery time. No call by 6:30 pm so I called the store to speak to manager Bill only to find out that he was off that day. Wonderful. I told the salesman Jonathan who I spoke with in lieu of manager Bill my issue and he stated there was no order in place for a delivery to my residence on any schedule. Called manager Bill the next morning, was told he was in a meeting. I asked to get a call back and of course that NEVER happened right along with the next 5 times I called and left messages for a return call from manager Bill. NO return calls. I called their corporate office President's hotline, they hide behind a recorded message. Leave a message and we will return your call no later than 24 hours, is what the message states. I called twice. NO return from corporate. I got FOX 31 problem solvers involved and filed a complaint with the Better Business Bureau. Appliance Factory corporate office was contacted by FOX 31 and all of a sudden the Parker store called and said they would love to deliver a new machine on 2/18/21 and honor the warranty that my old machine was under but ONLY if I removed the complaint I filed with the BBB. Very unethical Not gonna happen. That complaint is gonna stay on record so anyone checking with the BBB concerning the Parker Appliance Factory will is how they treated me. Worst Shopping experience I've ever had. Do your homework before dealing with...

I typically do not write reviews, positive or negative, because it just isn't my thing. But I felt it was important for everyone to know what Appliance Factory's return policy is, as they never state it in person or on their paperwork. They essentially have a NO RETURN policy and take no responsibility for anything once an appliance is delivered. I have purchased 2 other appliances in the past and it was NEVER stated to me at any time that they do not return or exchange anything. Because I didn't have a problem with the last two purchases - I didn't find this out until this last purchase. Two weeks ago I received a stove top range that I had purchased. On the 6th day I went back to the store to explain that the elements on this particular stove top were very weak and the one power element was extremely hot (practically burning everything). I wanted to do a return (I was prepared to pay a restocking fee) and upgrade to a more expensive stove. I was told their was nothing they could do and they do not return anything. I was also told that it says this on the paperwork and that I signed it. I reviewed all of the paperwork I had and could not find this anywhere. In fact, it said all cancellations and returns are subject to a minimum 25% restocking fee. When I pointed this out to the salesperson I was told it is somewhere in the paperwork even though no one could show me where it was. After several minutes of going back and forth with this salesperson, another salesperson finally suggested that the District Manager be e-mailed and he could possibly make an exception. However, if he did the restocking fee would most likely be 50%. I find this to be absolutely ridiculous and it did not seem to bother anyone that their return policy was never stated when I was making the purchase. I asked that the District Manager be contacted anyways....I was never followed up with until I called back 5 days later. Only to be told that the District Manager denied my request to return because I had researched my appliance and asked them to order it (that is apparently considered a special order because they did not have it on the floor). I find this ironic since they were the ones that suggested to me to find the appliance I wanted and come back to them because they had a limited selection of black stove tops. I had the District Manager contact me directly to which he stated they do have a return policy - it is 7 days, UNUSED, UNOPENED, AND IN THE BOX (is it just me or does this make no sense at all?). And even this did not apply to me because I was considered a special order. He refused to do anything to help and also was not concerned that none of the employees ever state the return policy. His response was "We cannot explain every return policy for every possible case scenario." If you choose to buy from them just know what you're...