Beware, “Discount” Prices May Mean Second-Rate Service: Our Experience at Appliance Factory Outlet

My husband and I decided to visit Appliance Factory Outlet on 8/29 after having seen television commercials about its lower prices and being impressed by the positive reviews on Google. We also prefer to support local businesses and the local economy. We were in search of a washer, dryer, and refrigerator for our new house. Our questions about delivery charges and service warranties stumped our Appliance Factory Outlet salesperson Joel, and he admitted that he was new. We were patient as he periodically checked with his colleagues for answers. Based on our space limitations and desire for energy-efficient appliances, Joel matched us with an LG refrigerator and recommended Fisher & Paykel top-loading laundry units. Because we entered Appliance Factory Outlet with the intention of buying and also liked the products, it was an easy sell. We purchased all three units, plus the service warranties, and requested that they be delivered to our new home on 9/10. The staff at Appliance Factory Outlet told us that wouldn’t be a problem. For the dryer, a scratch ‘n dent, out-of-box unit was available at a discount, so we arranged to have it delivered to the store early (on 9/3) in order for us to assess its condition prior to having it delivered. Joel told me he would call me when it came in. By late afternoon on 9/3, I hadn’t heard from Appliance Factory Outlet, so I called the store to confirm that they had the dryer. They did, my husband and I went to look at it, and it looked fine.

On 9/9 (the day before our scheduled delivery), I received a call from Joel that the warehouse no longer had our washing machine in stock. He told us that “they” (I assume he meant another store in the Appliance Factory Outlet network) had mistakenly sold our unit during a sales blitz of some kind and would not be able to deliver my washing machine until the following week. If I still wanted the other appliances delivered on 9/10, I was told I might have to pay two delivery fees. I needed the refrigerator on 9/10 and told Joel that I would not be paying a second delivery fee to be inconvenienced. I was frustrated (our new house didn’t come with a washer and dryer), but there wasn’t much I could do at that point but wait to hear from him the following week with a definite delivery date for my washing machine. Appliance Factory Outlet delivered our refrigerator and dryer on 9/10. The icing on the cake: When moving our old refrigerator down to the basement, the delivery men hit a lower-hanging part of the ceiling containing a heating duct, removing a chunk of plaster and denting the metal duct. Delivery man Ramon told me that he would have the warehouse manager, Jeff, call me that day about reimbursement for the damage, but I never received a call. And since I thought my husband could fix the damage, I was prepared to let it go.

That is, until the following week, when I received another call from Joel pushing back our delivery AGAIN, to 9/23. He said that Appliance Factory Outlet could not get a unit from the manufacturer sooner than that. In other words, I would have to go TWO WEEKS without being able to do laundry because of Appliance Factory Outlet’s mistake. I was livid. At that point, I called Appliance Factory Outlet’s President’s Hotline, which isn’t manned by any live people; it’s just a voicemail box to which I’m not sure any attention is paid. I left a message. Then I called Jeff, the warehouse manager, to discuss the damage to my basement. He told me he would follow up with me after he had a chance to speak to the store manager at my purchase location (who was conveniently out) but, at a minimum, would give me a $50 gift card to Appliance Factory Outlet “for accessories.” “We’re better than this,” he said. I never heard from him again.

I was so upset about not being able to do laundry that my husband went into the Appliance Factory Outlet store that Thursday and offered to buy the floor model at the out-of-box discount so that we could get a washing machine sooner. The manager wasn’t in, and the staff wouldn’t even entertain the thought. Frustrated, my husband threatened to purchase a washing machine elsewhere and have Appliance Factory Outlet pick up our dryer and refrigerator because we didn’t want to have anything to do with the company anymore. Unfortunately, we couldn’t find any other store in town that carried Fisher & Paykel, which seemed to be one of the only brands that produced energy-efficient units with dimensions that would fit our shallow space. Our delivery date of Tuesday 9/23 rolled around, and I heard nothing from Appliance Factory Outlet. Finally, that afternoon, I called the store. Joel said he was “just about to call” me because he’d received a message from another salesman that my husband had gone into the store and cancelled the order the previous week. Therefore, Joel had cancelled the delivery. Now our delivery would have to be pushed back AGAIN, to 9/24. My husband never cancelled the order—he only threatened to do so—and if there was confusion about it, Joel should have picked up a phone and called us prior to the delivery date (such as on 9/22!) to clarify before making assumptions. Throughout all our conversations, Joel kept saying in a monotone how sorry he was for the inconvenience, but I certainly didn’t feel that was the case. I am sure he still received his commission!

When I spoke to the store manager at Appliance Factory Outlet, he never asked what would make the situation right. Instead, he told me he’d decided to extend the motor warranty on the washing machine to 10 years, since we’d already purchased a five-year warranty, and that it was all he could (read: would) do. When I asked to speak to the store owner, the manager told me he remains detached from operations but that he could get me in touch with the district manager if I’d like. At that point, I just wanted to be done dealing with Appliance Factory Outlet. What I learned from this experience is that it’s true that you get what you pay for. We saved money at the expense of customer service. (Fortunately I do love the products that we purchased, so that is one positive in the whole situation.) When I purchase additional kitchen appliances within the next year or so, I won’t hesitate to spend a little more to buy from a reputable company like Sears or Best Buy. I will NEVER return to Appliance Factory Outlet again, and I hope that sharing my experience will save someone else from going through what I did.