Appliance Factory 1661 28th Street, Boulder, CO 80301

"From the moment I walked into the store, I was greeted by the entire staff and they all made sure I found the mattress I was looking for. Delivery crew was fantastic too. I highly recommend this store!"

"We came in needing a decent refrigerator with a warranty on a budget. The store personnel were extremely helpful and knowledgeable, and didn't try to push us into anything beyond our budget. The delivery team was excellent. Great experience."

"This company is pretty terrible and has been for a lot of years. They delivered the wrong unit and then brought me a scratch and dent even though I had purchased new, in box. I heard different stories from different people, and no effort was made to make me whole for the inconvenience. The only reason that they get 2 stars is that the delivery guys were nice and apologized for missing their delivery window. I will not try to work with this company again."

"The joys of home ownership - I had three appliances throw errors at the same time. Everyone here was helpful! Such a great experience. From Andrew in sales to Brenton in delivery and install, the whole experience was quick and easy! Could not recommend enough!"

"I don't take leaving a critical review lightly, but did want to share a particularly rough experience with a GE Profile Laundry Washer my family bought from Appliance Factory and a bad warranty job. Overall, the sales and delivery experience were without issue - and that matched two other large appliances we've bought from Appliance Factory. Our troubles began when the washer malfunctioned last June and we began the warranty process. Sometimes it was hard to tell how many companies were involved, but it took just shy of six months to get our machine repaired! My family spent almost as much as the value of a new washer just on laundry services. Appliance Factory: My key reason for leaving a one star review is that as we had more and more issues with the warranty vendor (Brandsource), my calls to Appliance Factory were not returned - even after speaking to staff and getting some reassurance they would look into our case and try to escalate the issue. At the end of the story, calling back to our sales and support team at Appliance Factory didn't help the issue and they simply didn't return our call as they said - They seemed nice enough, but possibly just too overworked to follow-up? Brandsource: The warranty company is Brandsource, at least for GE Profile equipment. They were a major issue. The way they schedule service and follow-up appointments always resulted in a two to four week delay between appointments. So, say we call in our issue and schedule an appointment two weeks out. The tech arrives and determines a part needs ordered. If the part takes a week to arrive, Brandsource refuses to schedule the repair until that arrival. This means the part sits on a shelf for another two weeks or more. This scheduling disaster was probably the biggest issue in delaying our repairs! Brandsource Pt. 2: Our tech was actually a really friendly fellow, but he did seem frustrated that he wasn't actually allowed to contact GE until something like three attempts to repair the washer had been made independently. I suspect they have to pay GE per-case, so the avoid calling the manufacturer as long as possible to save cash. On the fifth visit, they finally called GE (Five months later!) and the GE techs provided instructions on the exact part to replace and everything worked! Considering that it was either the power inverter or motor in the end, it seems really silly that Brandsource replaced the mainboard and valves twice before trying to contact GE. So, constructive feedback: Appliance Factory: Be sure to manage cases and return calls - practice good customer service - plus, have some way of escalating urgent cases with the warranty vendor. Brandsource: Modify the scheduling system to reserve quick follow-up appointments for customers whose parts have arrived. Also, increase appointment capacity to avoid multi-week delays. Even more, contact the manufacturer at latest on the second appointment. It sure seemed GE knew exactly what to fix once they were contacted. Thanks for reading and I hope this was helpful! For my part, I'll always ask if Brandsource is involved in future warranty purchases and steer clear though."