Austin, Tx Location: Walked in and was greeted by a very nice lady by the name of Yvette. She offered me a complimentary beverage, and provided answers to some of my questions how FBS works. read more

The appliances are expensive so you expect quality. The installation is where they fail. Five visits to set up our refrigerator and still not satisfied. read more

We had a fantastic experience with FBS ! Haley went above and beyond! Her experience, communication and follow through really helped us get through a difficult situation. Thank you! read more

Had a great experience at your Houston Galleria location. Showroom was impeccable and the customer service I recieved from Nanda Ramirez made the experience that much better. Shopping for washers and dryers isn't my favorite but when you have staff like Nanda guiding the process, it makes it that much better! read more

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. read more

Nearly 18 months ago when I came to FBS to replace my dead gas wall oven, I marveled at the selection of dishwashers here. I even noted that in my initial review. I did not, however, think I'd be returning so quickly to do just that: replace a dishwasher that had gone kaput. When the control board and pump failed on my existing Bosch dishwasher, I knew exactly where to go so that I didn't have to pearl dive in the sink any more. I came here once, looked around, took notes and then went home and did my research. When I figured out which model would best suit me, I came back to buy. Lee assisted us again, as he had helped us with our oven. Very knowledgeable and informative, he helped me figure out that getting a model one step up from my initial choice was really a no-brainer (price difference was negligible and features were more comprehensive and intuitive). Prices here are extremely competitive and part of the reason that I returned here was because of their superior installation crew. Now, these are not your builder-grade or builder-supply store selection of dishwashers. I did not, however, go over the top price-wise with my purchase. I feel I got a quality machine at a very fair price that was expertly installed, exactly when they promised it would be here. Highly recommended. I would not hesitate to return should I need to replace another major appliance. read more

Hands down one of the best experiences I have had in such a long time. Spoke with Janeth Briones and she provided elite customer service with a full understanding of my situation and explaining the billing inquiry that I was just not fully comprehending on my end. Location is very nice and high-end appliances do not disappoint. Appreciate FBS for their great team and look forward to purchasing from them for future projects. read more

Ross was very helpful and knows his stuff! Made useful suggestions that had not been thought of. Very nice showroom and he helps you right away. Highly recommend! read more

This place is a total joke!! Don't deal with these people!! We bought a Wolf range & a Jenn-Air $3500 steam convection oven! Horrible experience!! They lie, they don' t tell you they do not return for any reason!! & make up excuse after excuse!! Buy from a reputable store & customer service with integrity!! This is NOT that place!! I've never been so disgusted with a store in my life!! read more

We just recently finished the rebuild after the Harvey floods and so we were very confused, waiting on funds from FEMA, needing to purchase ALL of our appliances and unsure of what manufacturers To buy and FBS helped us with every bit of it. Both the sales rep and the customer service rep were super sweet and accommodating to our situation. I hope the flood never happens again but if it does we will not hesitate to go right back to FBS. read more

Please save yourself, and your contractor the stress, time, and extra expenses and avoid using Factory Builder Stores at all costs. We have experienced countless issues with this company and their lack of concern, communication and professionalism is extremely appalling and unacceptable from leadership down to their salespeople. There were so many issues with our kitchen cabinets that we had to make countless reorders. There were mistakes in measuring and ordering correctly the first time and even the second time - yes, they can make the same mistake twice. They caused such a mess, stress and headaches, and when we reached out to get the right cabinets, accessories, and status updates we are not responded to, or given a million different excuses as to why something wasn't right yet again. Run, run, run. . . there are a million better cabinet companies in Austin, TX. Don't waste your time and money here! read more

Horrible A/R customer service. Credit Manager is always rude. I don't understand how she still has a job there. Because of her crappy attitude and terrible appliances that arrived damaged and after SEVERAL replacements ... appliances still not working or missing parts we will not be using them ever again. read more

This was by far the best appliance buying experience I've ever had! I haven't needed to shop for ovens in quite a while and I was overwhelmed with all options that are out there. I browsed another store but they didn't seem to know much more about the oven than I did and I had zero confidence in anything being delivered correctly. I just so happen to pass Factory Builder Store; and although I thought they were going to be way more expensive, I stopped. First of all, they are NOT way more expensive!!! They have complete kitchens set up in their showroom so you can see the appliances in action and they know their stuff. Thank you, thank you, thank you Jaci! She showed me ovens that would work for me without any "sales" pressure; that makes shopping so much better. I went with a Jenn Air, it was delivered and installed ON TIME and I love it!! It's just high tech enough for me. One fancy feature my oven has that is life changing is being able to control it from my phone. I can preheat, turn it off/on, set/stop timers from anywhere!! I'm ready for another appliance to go out so I can use them again! read more

The worst customer service I have received in my 27 years as a consumer and a business owner. Sales agent , return department manager , district manager, and the accounting dept will not return your phone calls, emails, and voicemail. What my wife and I had to go thru with Factory builders just to return an ice maker that didn't fit under the cabinet was a nightmare . Please avoid this company at all costs. They will charge you a 40% restocking fee even if the appliance is in a box and never opened. They will make up things like that Appliance is a special order so we cannot take it back . The sales agent , Lee Peters , didn't inform us that it was a special order and wasn't stated in our sales receipt. Since they don't return any phone calls , I had to drive to the company 4 times just to talk to some one and then they give you the runaround. The kicker was at the end . After countless trips back and forth over 10 weeks , they agreed to take it back and charge me a 40% restocking fee . At this time I was so fed up , I agreed but get this . Factory builders (Lee Peters) charged me the 40% ($450) up front and told me , we will send you the refund for cost of ice maker after I charge you the restocking fee . He (Lee Peters) flat out lied to us because the accounting manager told me later that he should have just refunded you the difference from the cost of the ice maker. Then he said we will mail you the check in one week which never came . After 3 weeks , I call the accounting manger and leave countless Messages for my check but to no avail no call backs . Finally , after 4 weeks , I talked to someone in Accounting who told me they should have just credited your credit card the difference and that took forever because she messed up the difference. This place is a nightmare. After they charge your credit card and get your money, they forget about you and customer service goes out the window . read more

I wanted to reach out to Jaci Marley and say THANKS for all the hard work and professional conduct she professes. I have worked with Jaci for the past few years and have never not been satisfied. As you know, things don't always go as planned. What matters is how it's handled in the midst of the situation. Not sure how she does it but, she always gets it done quickly and with a smile on her face. Jaci is the greatest and I look forward to working with her in the future. read more

I understand that because there were many effected by Hurricane Harvey it takes time to take care of all your clientele but since we were required to pay every penny for our custom cabinets before installation and our cabinets are still not complete because the sales rep keeps ordering the wrong size. I have never paid this much for such poor service. I will never recommend this company to anyone. read more

Factory Builder Stores just sold me an entire kitchen of appliances for my post-Harvey remodel. The advice and service from Jaci Marley was second to none! Highly recommend Factory Builder Stores and Jaci. read more

We love our cabinets! We used Factory Builders to build our cabinets for our new home. They are gorgeous!! I worked with Kitty, who was professional and a delight to work with. She designed cabinets that look like they should be in a magazine. The cabinet installer, Ron, was awesome too. He did a great job with the installation and you could tell he enjoyed his work. I highly recommend them! read more

I went in to make some selections and the saleman or woman I should say who was the showroom manager. Well my appointment was for 1:30 so I got there a few minutes early to look around and start getting some ideas. Well when 2:00 came she was still not there. Finally about 2:15 she strolled in from lunch and you could smell the alcohol on her and she was slurring her words. I told her I had to leave due to something unexpected and I went somewhere else. I would not trust her or this company with my money or let them in to my home. Drinking at work while dealing with customers is a big no-no. Plus she was talking to the other saleman that sits in the front with her that she needed to leave a little early to get her kids. I was dumbfounded that she would come to work drinking to meet a customer read more