Appliance Smart Factory Outlet 6446 Sawmill Road, Columbus, OH 43235

"We purchased a freezer from this store a few days ago. They gave us false information to sell the unit and they do not honor their promise about return. They come up with all kinds of excuses not to honor their promise. I specifically asked the sales person about the return policy and he said if there is a problem your can return it within 7 days without a fee. Now they are not keeping their promise. Even though it has been less than 7 days and we want to return the freezer due to a problem, they want to deny that there is a problem (they don't consider giving false information as a problem), and they say "you cannot return it because you have used it." We have been testing it for a few days. How can you find out if there is a problem if you do not plug in the freezer and put a few things inside to see if it works well. I called the manufacturer about the issue and they acknowledged the problem and they are sending a technician to take a look at it. Yet, the store does not accept that there is a problem, they don't care about the fact that they gave us false information, they make up excuses not to accept a return. Really disappointed!"

"Will update as we get progress- Took my time shopping around for new appliances. While the sales guy was super patient with my questions, I’m not happy about my purchase there. Purchased washer & dryer set on 3/05/23. Was told it should take about a week for delivery but due to supply issues/covid etc it could take up to a month. Since my current washer dryer are still (barely) functioning I figured we can try to hold out that long Received an email on 3/13 (the day after the scheduled delivery date they put on the paperwork) stating that the delivery day to the warehouse/store is May 29th! That’s about 12 weeks. I called to speak about this situation and what could be done. We would have to pay a restocking fee (up to 50% of purchase price!) if we wanted to swap it out with something that could be here sooner. Update*** the day after posting this I was contacted by the store to figure this out. Spoke with both store employee and manager. Thankfully it’s delivery day to store was updated to 4/10. It actually ended up being earlier and the set was delivered to my home on April 5th about a month after purchase, much appreciated!! The delivery was smooth and the gentlemen that delivered were great."

"Bought a GE washer from them almost a year ago. The last 2 months it has not functioned properly and GE warranty has replaced the control board twice and it still is doing the same thing! I reached out for help and Adam the manager responded in good faith. Giving GE one last chance to make things right on this lemon. My suggestion...get the Appliance Smart warranty and let them handle situations like this!"

"I paid for installation. I took a day of at work so I can be home. I get contacted day before that the installer is going on the vacation and can’t come. And someone is going to call me to set a time to come out. No one called and when I called to the store the gentleman who answered the phone (was aware of situation but didn’t want to disclose his name) said : “sorry no one will be installing this tomorrow” maybe the next week. This is unacceptable. I’m beyond frustrated with this service."

"Once you cross over to the Fine Lines section of the store, it’s like going from night to day. Josh is a pro when it comes to customer service. Knowledge, easy to understand and has great ideas. He gathered info on what we liked and our preferences and then went through each product line we were interested in and told us the options, what to expect when ordering, and was not pushy for us to buy immediately. After all spending 15-20K isn’t a single stop purchase. He printed out rebate forms and sent us appliance measurement sheets on each appliance we liked. Created a couple different package quotes and even gave us his work cellular number so we could communicate directly with him. When we took the choices and measurement info to our home contractor, the contractor thought we had hired him as a designer due to how well laid out and professional everything was. Josh’s attention to detail and follow up if we had any additional questions was beyond anything we had ever experienced before, when buying anything, ever! I really can’t say there was a single negative point. We will be making our purchase this summer as construction on our home will begin in April 2022. Josh told us and we even verified that manufacturing was slower due to raw material shortages and demand. I’ve never left a review before but this interaction left me with my jaw on the floor. Josh was the most realistic and overall he gave us the best sales tour experience we have ever seen. I can’t wait to order when our bank loan goes through! My wife agrees!"