Factory Builder Stores

Very knowledgable, kind, patient staff. Tons of different brands. Clean, bright.

UPDATE: Ms Jeannie: I have been dealing with the Galleria Manager - but he refuses to acknowledge the facts about this order, and instead is harping only about 1 facet. Even if I paid the $90 for additional trip - nothing was installed - no work was done. We have now about 15 emails going back and forth, and there seems to be no desire for him to work this out and do right by the customer.

Let me start off by saying initially during the fancy showroom walkdown and appliance selection process, that FBS was accommodating and friendly. We purchased GE Cafe appliances in April 2021. We purchased them 5 months ahead of time, knowing that because of the pandemic that there was a chance for delay. The purchasing and selection process went by without much of a problem - although I had to be VERY specific about the model numbers and accessories - as these people are not very detail oriented - In essence I did all the legwork, research, and selection - and they keyed it into their system.

We know that 75% of our appliances arrived from the manufacturer months ago, and were being stored in their warehouses. They seem to have ZERO quality inspection process when items arrive - in other words they sit in boxes. As part of our nearly $13k order, they had included a line called "1 LT installation FEE of $445.00". There was no more clarification on this item - although one might assume that it was a fee to professionally install the items.

At the time of delivery - scheduled for early August 2021 - We found out upon delivery that the refrigerator and dishwasher had been damaged in the original transport from the distributors to FBS. Both items were rejected - and FBS indicated that both were on backorder with a nearly 1-2 month delay. In addition the other items were delivered and left in their giant boxes (no installation provided).

There was no recourse provided by FBS - just a simple - oh I'm sorry here's your new delivery date. Incorrect handles / accessories were sent, we have a missing burner cover, and in all of this, they have provided no resolutions. They had no idea what was sent, in my emails - providing the SKU#'s their only responses are well - we ordered it. I've had better conversations with 3 year olds.

We have opened up an email string with their management - and now they refuse to return the $445 installation fee - saying that they performed work on our site. We have since cancelled the 2 items from them and already procured and delivered them from Home Depot (never thought i'd thank GOD for Home Depot's customer service). Now they are dragging their feet in providing our refund, and are claiming that the installation fee won't be returned in full.

This is a nightmare - a company that doesn't care about its customers - doesn't have any quality process - and ultimately - doesn't own up to its mistakes. Go to Best Buy or Home Depot - you'll get your appliances in half the time - with double the quality. Save your money - all the glitz and glamour of the showroom - won't buy you a better product. Highly disappointed with this so called "business". Zero Stars was not available - so 1 Star it is.

I've been in "contact" with Chuck over the past several months. I put contact in quotations because he rarely responds. He is the sales rep our home builder interacts with. I've also left messages with the store and never received a response. Our freezer started tripping the breaker back in May 2020. We had over 10 visits by the Frigidaire/Electrolux technicians, and no one was able to fix it. Frigidaire finally agreed to replace it back in September 2020.

Factory Builders said they placed an order for the replacement, but the last update I received was over two months ago. We've lost all the food in the freezer several times when we're out of town. And now, it's leaking and has ruined the wood floor! I know the freezer quality is not Factory Builders fault, but the least they could do is return my call and update me on the status.

I went into the store for appliances. The staff are miserable. They roll their eyes as customers arrive and it is evident they really dont want to deal with the public. Ordered an appliance and then when I could not get anyone to call me back with regard to installation for 8 days I went into the store to find out about my appliance. Oh by the way it has been discontinued. Was anyone going to let me know. Waited for 40 minutes to discuss an alternative. Gave up and asked a lady for a refund on my credit card. Was told I would have to wait a week for a check to be cut.

And the lady in charge of that was the lady that I had reached out to for a week and got no reply. It is apparent that they lack leadership and training. Went to Best Buy and found the exact appliance and ordered it from them.

We worked with Jaci, Lee and Harold and we had an amazing experience. The educational value they shared increased my knowledge. It's great to be in a setting where the sales rep is mostly interested in understanding my need verses selling their top item. Great job yall

We thought all was arranged with this store to install a new cook top today. We lost all our appliances through a major power surge in late March and have been without any for 3 weeks. The cook top has been a huge challenge because there aren't ANY that are made with the same dimensions as our old JennAir. So we had to coordinate with 1-an installer, to recut our granite; 2-a trim company, to custom make the trim to cover the existing gap in the granite, and 3-Factory Builders, to purchase the cook top.

We had all in place to be installed today. We called Factory Builders on Tuesday.they said yes, they have the cook top. Called the installers yesterday.yes, all scheduled for today's install. The trim kit was shipped to us and arrived. BUT NO.this morning we get the call from the installers.they went to pick up the cook top.and Factory Builders does not have it. AND they don't know when they'll get it? I left 2 messages for Lee at Factory Builders who will not take or return my calls. Very poor way to do business!

This has been the worst customer service experience ever! We just purchased a GE Monogram range from FB. The range does not fit in the space between our cabinets. Like another review says, once they get your money, the customer service ends! Our sales person was Lee. It took us sending 5 emails to even get a response from him after delivery. We are wanting to return this range and purchase another range from them.

We know there is a restocking fee, etc. First Lee tried to say it was a special order, even though 'special order' was never mentioned in previous correspondence or on the invoice. Then Lee changed his story since he knows it wasn't a special order and said since we took it out of the box we couldn't return it. The delivery people took the range out of the box, and they didn't ask us before they took it out of the box. So, if 'the box' is such a big deal, wouldn't the delivery people need to ask us if we want them to take it out of the box?

This is all ridiculous! What company won't accept a return of a brand new range, with a restocking fee, and a new purchase of another range? It must be because FB doesn't have good relationships with their suppliers. They must be as shady with their suppliers as they are with their customers. Now we have to go through the mess of getting other parties involved just because this company can't provide standard customer service. Take your money somewhere else!

We highly recommend coming in and talking with jaci she is wonderful lady who knows her stuff, everyone in this store is highly professional and kind and goes out of their way to help you and give you all the information you need to find just the right thing to fit your need and your budget. JEROME our delivery guy was the nice man ever very polite and nice and went out of his way to make our delivery special and handled our stuff Like it was his own, we definitely will be asking for him to be our delivery guy again. So go check them out you won't be disappointed! Marissa Castilow

Needed a "white coil" stove top for my mother's house. I use quotation marks because my mother wouldn't accept anything less. Called all over Houston and these people were the only people to have one. And for a damn great price! Thank you guys.

Jaci, the showroom manager, is the best in the biz! She knows what she's talking about - new or old, and would never steer you wrong. She's been my go-to appliance contact for over 3 years! IF she can't help you, she knows someone who can! She responds timely, and seeks out the best deal for her clients. Go see Jaci!