Factory Direct Appliance

Dr. Frank Siraguso

One star for poor communication and poor customer service. Five lights were supposed to be delivered and installed 4 months prior. I kept calling and they told me to stop calling because they would call me when they came in. Another 2 months went by and when I finally ran out of patience and called back, they had been sitting in the warehouse and no one called. After that I found out install is booked out another month. Rather than expediting my install since they made me wait due top their poor communication, the lady basically told me to deal with it and wait. Shop elsewhere.

Pamela S (Pami)

Good pricing. If your looking for good customer service I would make an appointment. I went into the store on Friday and it was about 40 Minutes before someone helped me. People were busy and when I was helped it was great help. I purchased some appliances with Amanda who was very helpful. Went back on a Saturday. They were not busy. My daughter and I told the lady at front desk we we were there to look at lighting and some other things. She never got anyone to help us. We looked all around the store. There were about 5 workers with no customers. Never come to help us would glance at us and walk away. We were there 40 minutes and left. Purchased what we lighting we needed elsewhere.

Kris Kuhn

UPDATE: After this review, I contacted Jon, who you can see below responded to this. He was helpful and they did end up coming out and reinstalling the range so that has been corrected. The countertop is still a little banged up but I will give them another star for at least fixing the range. We had to use Factory Direct when we bought our new house. This included all of the light fixtures, oven/range, microwave, and dishwasher. IF YOU DONT HAVE TO USE FACTORY DIRECT - DONT!!! The first meeting when we made our selections went well, was a lot of fun and they have a good showroom. A couple months go by and we got an email from our sales rep that the range we chose had been discontinued and they couldn't get it. Annoying but they told us well in advance and they helped us find a new range, and worked with us on the price, all good at this point. Couple more months go by and they come and install our appliances. We weren't in a the house when this happened as we didn't own it yet (under construction) but if we had been, or if this had been a home you lived in, you'd know immediately that things were going wrong. FIRST - they installed the wrong dishwasher, a really cheap one that was not close to what we picked. We emailed our sales rep about it and were informed that they couldn't get the one we picked (backorder) so they decided to install this cheaper one and if we really hated it, we could call them back "sometime in the future" and work out something for a new one. No up front notice, no offer to compensate, and no real plan to get us something comparable. We ended up picking a different dishwasher, that cost more, and had them come remove the first one and install the new one. At this point I'm annoyed but whatever we got it fixed. SECOND - this is where things really got bad. The range we had to pick out earlier was installed incorrectly in my opinion. They didn't level it, so one side sits higher than the other, and its not flush with the counter top. Even worse, they scratched the countertop pretty bad in the process. They also didn't install the little trim pieces that cover the gap between the range and the countertop. I asked them to look at it and fix when they came to replace the above dishwasher and guess what, they didn't even touch it! Said it was installed correctly and there wasn't anything they could do. Also my countertop is still scratched up. FINALLY - We ordered our fridge from them as well, but since they couldn't install that until we took possession of the house, we were still pending on this transaction. They took our order for a Samsung model that we really liked, and the price was really competitive. However a week before we closed, we followed up with them to make sure it was in stock and ready to ship when we closed. Turns out, it wasn't, and I'll be damned if we didn't ask before hand I'm certain they'd have shown up on the install date and just put in a "loaner." We ended up canceling and getting the fridge from Best Buy (who worked magic to get it to us on time). TLDR - Avoid this place like the plague, terrible service, and terrible communication. They get 2 stars because I am really pleased with the lightening selections.

Mrs D

We ordered a refrigerator, washer, and dryer in November. They insisted us pay then $3000 even though we still only have our dryer. They gave us loaners which was nice, but they were disgusting. When they delivered the loaners, they scratched up our entire entry way. The entire experience has been a nightmare. They are nice when we call though. .