Appliance Factory - Beechmont/Eastgate — Local services in Union Township

On November 4th, 2018 I visited the store for hopes of purchasing a complete kitchen appliance set. Charles helped me with selection of my new whirlpool set. I had to key my information in the computer which was not a big deal, it was the set up. Not room for care of other customers. I paid cash for portion of my package and portion was set up for 90 days same as cash. I was told amount that would be deducted was 53.00 each pay. Once I received the contract the amount of scheduled deduction was doubled. Deleivery was set up and scheduled for the following Saturday. I was so excited to get my new set. The fridge was to big you can imagine how I felt. No excitement...... Contacted the store waited and waited for a return call. NO call. Proceeded back to the store and worked things out with Damon. Damon explained I was about the 5th customer that ordered standard size fridge and it was to big. The store was going to have to order 33" fridges to service area customers. Our first refrigerator selection was a little higher in cost but Damon was able to match the price of the 1st fridge. Damon proceeded to place the order however the fridge would not be available for delivery till 1st week of December. Keep in mind holidays is upon us. We did not want to wait that long. We found another fridge Damon was not able match the price we were going to be out another 250.00 no big deal we decided to move forward. Another hurdle we will have to wait till November 29 for arrival. All set all I have to do is call the store Monday the 12th. Veterans day... My day... I call and call no one no what's going on no return call from Damon this goes on for days. Finally I get a call back from Tim very pleasant feels my frustration he does not charge the xtra 250. Confirms fridge will be ordered and delivered by the 29th. Tim calls the week of thanksgiving wanted to know if I heard back from Damon I let him know no call. He ask how I liked other appliances and wanted to know what time dinner was. Now we are getting closer to the big day I had to take off of work. I call the store wed the 28th to confirm delivery I am surprised as Damon answers the Phone here we go No Fridge...... I was told there was a recall no delivery from overseas. I told Damon this was unacceptable I would talk with my husband and get back with him. I decide to call the store and get model numbers of all items I purchased. I spoke with Damon he stated the email came in Monday the 26th that stated no delivery of whirlpool, he said he did not check his emails and he apologized. He tried to forward to my email and it was returned. I have had the same email for years, he confirmed email. Remember progressive (90 day same as cash) had no problem sending contract to my email. Damon resent the email, to my surprise it is not from whirlpool. E-mail content from Damon and cc to Tim stated my whirlpool order was delayed yesterday when they check last week it was still a go. Also stated it has affected all retailers. Offered to order different fridge and we would have it in 7 business days. I explained to Damon on our call that we would be in the store tomorrow. He let me know he would not be there, however Tim would be there at some time. I called the store multiple times today no call back........ I also emailed Tim no response...... During one of my calls I requested the date my fridge was ordered remember it was suppose to be ordered on veterans day. The staff could not proved the information. It is now 10pm I have not heard from anyone. I have spent my day waiting on them again. I have left message on Presidents Hotline. Hopefully I hear...

Do not buy here. I called this place for a return and they told me the restocking fee was 50% of 754.00. The best part is I hadn't picked it up yet. Nothing to restock. That's armed robbery. I have spent so much money with these people in the past. But no more. My family will never buy at appliance factory ever again.

Update: despite the response from the ohio pike store. Person claiming to be the manager told me he could refund my money 100% if I took down my negative post. I asked again about the 50% restocking fee. He said quote "that is the standard restocking fee". I said "thats ridiculous." Who takes 1/2 of someone's money to do nothing. I did end up picking up the merchandise at the tricounty warehouse. Attention customers this company only has a 4 star rating bc they ask you to scan a bar code and rate the service before u leave the store. Don't do it. It's a scam. Future customers are being deceived. Let's hope this dishwasher work as it should. Don't shop here put them out of business.

It’s been 2 years later and now I’m having trouble with a leaky washer. The lady that works for the warranty service company Yani is the rudest lady I’ve ever talked to. Many complaints on here about her. I bought the warranty with this washer. Washer is leaking water and getting on my floor. Nickname rude Yani says it’s not that bad from the pics. Tell me it’s how I load the washer and if technician can’t duplicate the problem then my 90 year old mom will get charged. Taking money from her fixed income. Also continues to tell me that I’ll be charged if the broken part is not part of the warranty. Can we please tell the manufacturers to color code the warranty parts and non warranty parts. The washer is part of the warranty and it’s leaking. So please send a tech to fix it under the warranty I bought. Btw the warranty company that appliance factory uses is a sister company. Appliance factory owns the warranty service company. I’ve called the store several times. I’ll call u back after I talk to my diatrict manager. I never get a call back. Read the negative reviews before buying from this company. If I could make a living holding a sign in front of this store saying DO NOT BUY I would. Also when u buy something from this store they would like for u to leave a positive review before u leave the store. 90% of the positive reviews are when someone has bought a item and hasn’t left the store yet. I did it the first couples times I bought appliance at this store. These people are the scum of the earth. They need the general public to put them out...

James is a pleasure to work with, likewise their delivery team are a pleasure (who have actually saved us time and money with their proactive thoughtfulness), and there are always a variety of options at good price points offered with no-pressure salesmanship. This is our go-to for appliances for our home and rental units, for good reason.

Edit early March 2022: something has crashed and burned here. They've lost a ton of staff and we have had so many problems with them. While we were there at one point, we heard them complaining about all of the issues they were dealing with, remarking how they don't even want to answer the phone because it's nothing but angry customers with fires for them to try to put out. In our last two purchases, for a mattress delivery for our 3 year old (we needed a quick turnaround and went with them because they had a mattress in their local warehouse) and a built-in microwave installation for one of our rentals, they marked our mattress as picked up (it wasn't), claimed for days that they had someone searching the warehouse to see whether the mattress was there and that they had also ordered a mattress just in case, in order to ensure that we'd get a mattress, they claimed their hands were tied because of a regional director marked the mattress as picked up and was on vacation, but failed to call with updates when they said they would and somehow still couldn't resolve it or provide any updates for days after this ostensible director had returned from his holiday. At no point did they offer anything except a free upgrade should we need a different mattress in order to actually get one, but they never actually settled on a deadline for resolution. Finally, after 2 weeks (when we were supposed to get the mattress within a couple of days), we canceled the order for a refund, at which point they (were polite but) offered no apologies much less credits or any other incentives to keep our business. We ordered a mattress from Amazon that night and had it 2 days later.

Meanwhile, on the day that the microwave was supposed to be delivered and installed, they told us that their installation person wasn't available and we would have to reschedule. We've rescheduled, but are guessing that this is going to go the same way as the mattress. We prefer to support brick-and-mortar business when we can, but unfortunately these folks have lost...