Appliance Factory Mattress Kingdom — Local services in Silverthorne

This store has better prices on delivery, install and haul away than the big box stores. However you get what you pay. Delivery did not deliver in the time period they said they would. Installation was a joke. These guys did everything wrong. Appliance is not flush with cabinets. Dishwasher sticks out more than an inch from cabinets. Vertical install is not level. It’s off by more than 1/4”. The drain hose is a foot short. I ask installer to keep old hose so dishwasher could work until hose extension could be acquired. Installer did not leave old hose. I complained to salesman about install. Salesman said 3 weeks to get an extension hose. I asked for refund on install. I was told salesman would ask his manager but never heard from him again.

Called president’s hotline, left message and never received a call back.

So I decided to resolve issue myself. After pulling dishwasher out, found drain hose and water hose stuffed behind dishwasher instead of pulled through hole to other cabinet. The water hose was kinked. The drain hose has a sheath over so it was too wide to pull through the hole. That is why drain hose was to short. All the installer had to do was drill a bigger hole so drain hose, water hose and electrical wire would fit, then there would be no issues. The installer was an idiot.

The salesman showed no urgency to get issue resolved. I asked for refund on install but never got it. I had to dispute install charge with Visa.

I should have bought at a big box store instead of...

I gave this store two stars. The merchandise is great. However, as a soldier, always a soldier, when I showed them my military ID for a military discount, they grabbed my ID and made a photo copy of it on my first visit. The second visit was with another salesman, this guy did the same thing when I purchased something else, but used his iPhone to take the photo. I told him he needed to delete the image. That salesman lied and said he deleted the image from his phone. I said he did not. I grabbed his iPhone and deleted it myself. Then I told him it is illegal. He stated the CEO required them to do that and send the CEO the photos. I mentioned the CEO would not get in as much trouble as the actual person taking the photos and emailing them. I contacted their attorney (whom use to be a JAG officer) and I mentioned to him that he knows taking photos of military ID's is a matter of National Security and I wanted the photo of my ID destroyed. I never heard back from anyone. I contacted the Pentagon. DO NOT ALLOW THEM TO GRAB YOUR ID FROM YOUR HAND. PINCH IT AS HARD AS YOU CAN -- tell them to see with their eyes and not with their hands!!! I will never go there again, no matter where each of their stores...

We recently purchased a washer and dryer from Appliance Factory in Silverthorne. The staff at the store was very accessible and helpful - especially our salesperson, Taylor. Taylor took the time to answer all of our questions and even fielded a couple of outbound inquiries with manufacturers to identify availability dates given the current supply chain dysfunction. Ultimately, she helped us identify the best product to suit our needs. Taylor also identified an issue with the original order and proactively corrected the order with the warehouse to make certain that we received the correct product. The original delivery date had to be rescheduled because of a snow storm. Taylor caught word that the rescheduled delivery date was at risk of being cancelled and once again exhibited proactive problem solving by arranging to have a third-party delivery agent deliver and install the product. Circa 2022, outstanding customer service virtually languishes on life support, but not at the Appliance Factory in Silverthorne. We will definitely work with Appliance...