Appliance Factory & Mattress Kingdom

BUYER BEWARE:
I would like to think I am writing a fair review … keep your money and shop elsewhere!
First Experience:
I originally bought a front load LG washer and dryer from this place. The dryer was a complete lemon. Service was called a half dozen times and they replaced circuit boards etc. To this day it still leaves water spots on my shirts. Manager told me they would give me a free 2 year extended warranty for the trouble. It was never added on my account.
Second Experience:
Recently, in Feb 2016 I decided to give them another chance to earn my business. Big mistake. I paid a little over $ 1,300 for a GE refrigerator. Paid extra $ 35 for delivery. Day of delivery, warehouse calls — they can’t find the refrigerator. Driver comes later that day with a different refrigerator (not the one I bought in the store). After all that, the delivery people REFUSED to set the refrigerator in my front room. They left it on my driveway!!! Forget the fact that I paid for delivery. That to them means the curb basically. Manager could care less.
Moral of the story … ** DO NOT BUY HERE ** Horrible horrible horrible service.

Buyer Beware:
I suggest you go elsewhere for your appliances.
Appliance Factory does not have a decent return policy.
The policies they do have are not customer friendly or fair.
On Dec 28^th, I had requested the Appliance Factory salesperson to order a GE 6.1 cu ft COMPACT electric dryer as it had the dimensions that I needed (27 in wide x28 in depth.)
However, the dryer delivered to my place on 01/​13/​2016 was the 7.4 cu ft electric dryer (27 in x 30.5 in). It still fit in my closet, but barely. Also, I had paid $ 629 for the COMPACT dryer. The 7.4 cu ft dryer was sold at Appliance Factory and other locations for less than $ 500. Somehow the salesperson didn’t think twice about charging me $ 629 for a dryer they have priced at below $ 500. I thought something was suspicious when the salesperson asked «Hey want to buy a mattress too?» As if she might be able to sucker me into another overpriced purchase. (?)
After I discovered that Appliance Factory had ordered and delivered the incorrect dryer I called them. They had offered to refund me an amount that is within 10% of the best price. However it was not the dryer that I wanted. It was too big. I paid extra for the compact dryer for a reason. They did not want to discuss returning big dryer #1, but offered to replace it.
I looked in the store for little dryer #2 to replace big dryer #1. I found one on the floor that was available for immediate delivery.
The store manager (Isabelle) said that big dryer #1 could be exchanged for little dryer #2 on Wednesday Jan 20^th.
I called the morning of the 20^th to see what time my dryer exchange was scheduled for that day. I was informed that I was not on the schedule.
What? I had arranged to be available that day for the dryer exchange and they did not even have me on the schedule. I told them they will need to come by that day or let me know where I could drop off big dryer #1. Eventually, they were able to come by that day and replace big dryer #1 with little dryer #2.
After hauling away big dryer #1, the delivery guy performed a test-​run of little dryer #2. During the test-​run a thumping noise developed. He said that the noise was a result of the new belt being too tight and that it would loosen and quiet over time. He suggested that if it persists, I call GE and have them repair as the dryer was under warranty
After he left, I investigated the noise. I soon realized that the noise probably isn’t related to a tight belt. The dryer does not make the noise when it is cool. The thumping noise occurs only after it heats up. I suspect that there is something in the dryer that is causing an imbalance of the drum when it is heated. (possibly the plastic gliders that hold the drum in place become deformed).
I am not happy that I just spent money and time to get a new dryer and now I’m stuck with a problem.
I had wanted to return this problem, so I went back to Appliance Factory to talk to Isabelle. I asked her for a copy of their return policy. She said that their return policy is on the invoice, which consists of one sentence: «All cancellations and returns are subject to a minimum 25% restocking fee». I told her that I wanted to return noisy little dryer #2. She said that the dryer is now considered «used» since it had been plugged in. I told her I did not use it. Again, she said it is considered used if it had been plugged in. But how can you tell that there is something wrong with a dryer until it has been plugged in? I guess you don’t …too bad for the buyer.
The replacement dryer was $ 401. Appliance Factory did reimburse my credit card $ 236 for tax and cost adjustments between big dryer #1 and noisy little dryer #2.
I have a call in to GE to come out and repair noisy little dryer #2. Yeah, that’s right I have to take off work again to repair a «new» dryer that I haven’t even used yet.
If they cannot repair it, I will be sending back noisy little dryer #2 to Appliance Factory and take the 25% hit.
I will NEVER purchase anything from Appliance Factory again. What a disappointment.

Wow! This location is huge. The size of the building was impressive, and the deals were very good. I’m not sure how their making money with those low prices but I’m happy with the deal I got.

I will update my review once my experience is complete. I have been waiting to hear back from company representatives for a week, and only after another call today, did I manage to speak with someone, with a less than satisfactory response. When I called the main line, I was told I would hear back within 24 hours. We will see. All to exchange a damaged refrigerator and desire to pay extra for a better model!

Went in for a used dryer, headed straight to the back and was greeted by Kegan. He was helpful but not pushy, fair and accommodating. It only took a few minutes and we were quickly on our way with a delivery and installation scheduled for Wednesday. Quick, affordable, efficient and good service. We will be back when we’re ready to purchase our kitchen appliances!!!

So I have an update on my review. While Keegan was very helpful to make the sale happen the service quickly went downhill from there. I will start the review with saying we bought used. That being said, the first refrigerator we got home the fridge worked and the freezer never worked. The policy reads they will replace it with a similar priced fridge. The delivery department stated they would replace the fridge in a week, which would have been Wednesday. Keegan stated they would schedule the delivery Tuesday. We called Tuesday afternoon and Keegan said «oh actually you were scheduled for Thursday. On Thursday we received a fridge. The fridge we received worked for one week, then completely died. We lost garbage bags of food, including breast milk. We called Keegan and he said there was nothing that he could do. After throwing a massive stink they let us borrow a loaner fridge until they could deliver another fridge, which would be available another 5 days later. The stipulation with the loaner fridge was we had to pick it up, despite having previously paid for delivery. We called on day 5 to figure out why the fridge had not been delivered and Keegan said because we have you a loaner it will actually be 2 extra days. We were outraged when it was going to take 7 days when we were already upset. Good customer service tries to help their customers when they have failed twice. Keegan frequently quoted a stat that one out of 50 fridges have issues and all of their used fridges go through a 50 point check. Our experience speaks very poorly of your service department because we had two fridges that did not work. Your deliveries take more than a week and you charge 65 dollars to deliver. Your delivery department does not call to schedule and then does not come at the time they schedule. I really wanted this business to do well in our community, however with crappy service, fridges that clearly should not pass the service department, and terrible, terrible delivery services, I will not be spending money here and definitely will not be sending my friends. If I could have gotten my money back and went to the «sketchy place» that you bad mouthed up the street I would have.

Let me just say that the sales rep. was good. He was knowledgeable and very helpful at the time we were searching for some appliances. Now the entire time we were there on the grand opening all went quite smooth. Lets fast forward to the delivery date — NOT SO SMOOTH! It never happened. No call on the day before like they said we would get and no call the day of. So we call on the delivery day and to our surprise our «stuff» was on its way, but they needed to call the driver to find out what our time slot would be. Well we got a call back and only to find out we were NOT on the route schedule because our shipment was not all in the warehouse. Which we were confused about because if the delivery date was set a week out — why would this happen? Well we never got a straight answer. The only thing that was said was that they were doing their best to get our delivery to us sooner, but not the date we agreed on. There was nothing they could do for the rest of the day. So the soonest we could have our appliances would be 3 business days later. So a delivery that was set out for a week after the appliances were purchased — turned into a week and a half out instead of a planned one week out. Because the serial number typed into the system was not the correct serial number for the appliance they had in stock. Well that’s not their problem now… its the customer’s and its either you wait and get the delivery on the day they can get the appliance in their warehouse or you can come in and get a refund. THAT is what WE as customers were told. So I guess WE WILL NOT refer you to friends or family or co-​workers, we will not go to your store anymore, and will NOT talk any good about this place at all –EVER! Because just like we were told (that quick and that easy) that we could just wait or get a refund… we can take our business and our money elsewhere. I hope your sales rep gets a new job elsewhere. They don’t belong in a place like this. Management cares only about getting sales and not the customer. Good luck if you shop here.