Blake Laugen has been absolutely wonderful to work with. My home remodel project lasted about a year and I feel like I've been working with Blake for about that length of time. When it was time to make selections for kitchen appliances and a washer and dryer, Blake was extremely helpful. He kept my budget in mind and explained the pros and cons for the brands/models I was considering and I actually ended up purchasing a completely different model based on his recommendation. I LOVE all of the appliances that I purchased and I don't think I would have purchased them if Blake hadn't put them on my radar. Days before I planned to move into my house, my kitchen appliances were stolen which was a nightmare! I called Blake just to give him a heads up that I'll probably need to order another set of appliances because I needed them in order to move into my house. Before placing my replacement order, Blake expressed his apologies for what had happened to me and was quick to provide all of the necessary information for the police report. From what I remember, I didn't even ask him to do that. The replacement appliances arrived super fast as I stressed the importance of expediting the order because I wouldn't be able to move into my home until I had appliances. Both install processes were fast and easy - no issues. Not only is Blake extremely knowledgeable on the products he sells, he truly cares and is very honest which in my opinion, is hard to find in a salesperson. I've also asked Blake for appliance recommendations for family members who live out of state and he's provided his insight even though they can't order through him. I highly recommend working with Blake at Factory Builder Stores. read more

Call Jenna at FBS if you want help selecting the best appliances for your home. Service is 5 star. Installation was excellent. I ordered a microwave, oven, washer and dryer! I'm a very happy customer. read more

Sarah Gazaille helped coordinate our installation and was just amazing. Super helpful, GREAT attitude.

On 4 occasions now, over 6 weeks, I have had an appointment scheduled with FBS that has resulted in a no call, no show on their part. Staci, the only person I have been in contact with there, does nothing but make excuses over and over and now on this final occasion blatantly lies and say they tried to contact me but I didn't answer. This company has absolutely no integrity whatsoever, avoid at all costs. Edit: their response is a complete fabrication, an outright lie. But of course what would you expect from people like this? read more

I used FBS as a source for appliances for our outdoor kitchen. We had a few issues with the grill manufacturer but FBS worked with us till the issues were resolved--without the grill manufacturer doing much. Shout out to Karin Johnson (Customer Account Mgr) who worked tirelessly to help resolve the problem and keeping me in the loop every step of the way! With the exception of the grill, all the out door appliances and lighting have been fabulous. Great products, great service. read more

"April 2022" we purchased (with cash) a new appliance package from Factory Builders Store (FBS) in Austin, TX. Since install the fridge has not worked properly. The ice dispenser is inoperative. They have been here twice to repair it. And it's still not working. On another note, the microwave was making a loud noise. FBS warranty department is advising me they taking care of the issues. To date FBS has not repaired or replaced the refirgerator. They did replace the microwave, and we have had no issues with it, but the fridge is still "kaput" I spoke with the warranty department this morning and have been told a manager will return my call. Let's see if they follow through. Note to self: never buy anything from FBS. Their post service is not dependable. One would think if you have sold an appliance to a customer and it didn't work, the company would replace the defective product. And especially after two service technicians have looked at it and it is still not functioning properly. read more

FBS Appliance - Not working. - Appliances Near Me - Austin, Texas

I realize because of Covid there are supply chain problems. I get it. But how hard is it to return a customer's call--even if it is to say you have no new information but you are still trying to get an answer? How hard is that? Is this difficult to do? Apparently so, because appliances that supposedly were to ship last July still aren't here six months later and no one seems to have any explanation. Plus, phone messages left for two consecutive days have yet to be returned. There are MANY places to buy appliances--find one that at least offers customer service. read more

Worst customer service in the world. All they do is lie. Even if you pay in full for your order they give it away with out telling you or communicating with you. I can not state it enough, worst customer service!!!! Stay far away. read more

Unfortunately, I must add to the growing chorus of negative reviews for Factory Builder Stores. Note that this review is about customer service and not the appliances they sell. They have terrific appliances at competitive prices, but customer service was disappointing. We should have checked the Yelp reviews prior to going to this company! Our salesperson, Hogan O'Donnell, was knowledgable and friendly and we decided to purchase a refrigerator. After we paid, we arranged for a delivery on a Monday morning. Hogan told us that we would get a call from the delivery people the day before the delivery (in this case, that would have been on Saturday) notifying us of a 2-hour window of when the delivery would be made on Monday. We received no such call. However, we went to the trouble of cleaning out our existing fridge and rearranging our work schedules for the delivery on Monday. We took Hogan by his word that our new fridge would, indeed, be delivered on Monday. By noon on Monday, we still had not received a phone call and the delivery had not been made. So, we called the office. The delivery scheduling person (Karen) told me that they normally give 2 days notice of the delivery. Another office person said the delivery people would not call in advance at all, except to give 30-minute advance notice of their arrival on the day of the delivery. She did say that customers could call on the morning of the scheduled delivery to find out the schedule (which I guess would give at least an approximate indication of when they might arrive). We discovered that we had not been place on the Monday delivery schedule at all and we had to make yet another appointment for a delivery on Wed. All this time, our food from our current fridge was sitting in coolers (and we had to borrow a cooler from a neighbor) and we had to once again rearrange our work schedules for a delivery on Wednesday, so work was missed on Monday and on Wednesday. We requested that our delivery fee be refunded, which we think is fair. However, multiple phone calls to Hogan went unanswered and we left several messages for him, even on his cell phone. The person in the office told us that she could not issue a refund and that we had to speak with Hogan. After a week, we finally spoke with Hogan who said that he could not issue a refund, but that his manager would do so and that the manager, Paul, would call later in the day or in the morning to speak with us about this refund. We received no phone call and we have not been issued a refund on our delivery fee for our hassles. We will be remodeling our kitchen with other new appliances and initially we thought we could purchase our appliances from Factory Builder Stores. Now we will purchase elsewhere. read more

Blake Laugen did a stellar job hooking us up with a Sub Zero built-in refrigerator. He went way over and above what any normal sales rep would have done. Really! He spent like three long months dealing with us working on getting the cabinets customized. He was patient as we went through different contractors. He came out to our home numerous times to measure, check, fix a floorboard and confirm the electrical needs for the new fridge. Blake was always on time and always had a smile on his face. He takes selling and installing appliances *really* seriously and is truly driven by an uncommon desire to get it right no matter what it takes. Too bad these fridges last forever - I'd call him again in a heartbeat! read more

Do not buy cabinets here. We moved into a new house six months ago, they have been out 5 times to try to provide repaired/replacement doors or drawers and continuously re-deliver further damaged pieces (or just simply do not have all of the pieces). The customer service is worse than the products themselves. We have been emailing and calling endlessly and they do not respond. It is a shame when merchants just do not care about consumers or make the consumer waste tons of time and work extremely hard to get what they paid for. Places like this are what give contractors bad raps. read more

We ordered our appliances back in July and we are still waiting on our microwave. They told us on Monday that it was in and would be installed by Thursday but then said they "couldn't find it" on Tuesday - now I KNOW your warehouse is not that big! Apparently they still "can't find it". Wonder if it's in someone else's house already. read more

Echoing others' experience somewhat, we went in to look at appliances and talk about options for them, particularly a stovetop as part of a full kitchen remodel, having just moved to Texas recently, no longer in CA as my profile shows. There is a front counter with a receptionist(?) there, who is utterly useless. Told her what we were looking for, she pointed us to the complete opposite thing, then said "look around". No kidding. She told us one of the guys in the back was just finishing with a customer and could help us in just a minute, and directed us to the back of the store where there were more appliances. Found two salesmen with clients, so we looked around. They were NOT anywhere close to finishing with those customers. We waited around for a solid ten minutes. Worst part in my estimation is that neither they nor anyone else, despite looking right at us (or through us?) could stop and say, "we'll be right with you" or offer us a card or anything else. I liked a lot of what I saw, beyond the appliances, that I might consider in my project....BUT NOT FROM THIS PLACE! Probably good at the work, but no customer service savvy. read more

My sales guy, Adam Stanaway at FBS Austin has gone above and beyond and I love my Thermador range. Despite being only a 30" (I used to have a 50"), my range is impressive in ways I can't explain but everyone who sees it understands!!! I might be causing a remodel revolution in my neighborhood! read more

The appliances they sell here are great products and at a good price but the customer service is lacking . We ordered appliances last November and were told it could take a little longer due to issues associated with covid . Told it might not be before the holidays which was not a problem at all(we did get all but the fridge ) After trying to reach out many times during this process ( as we were now well into 2021 ) calls weren't returned , couldn't get a straight answer , kept being told it would probably just be a couple weeks and just a complete runaround from Hogan . We decided it just wasn't gonna happen and insisted they do something . We did finally get a loaner fridge from them and even offered to buy that one . Finally found the fridge at Lowe's and had it in a few days . Now we are getting the run around about getting our money back . We were charged back in November and have already had to repurchase . Have once again tried to get Logan's help . Realizing that he is not the one to do the actual refund but he has not once made good on his offer to have someone call from the place he said the check was written to us from . They do seem to have great prices but the lack of honest communication and complete runaround are not worth it . read more

Our full house remodel needed a new kitchen and bathrooms cabinets. We checked a few places and after seeing a kitchen by FBS at our friend's house we went there as well. Our designer C.J. Smith was very competent and professional who understood well our ideas and aesthetics .She worked out a design plan that met our needs and was in our budget. She offered many options that helped to finalize our selections. We have ordered cabinets and a pantry door to match in the Kitchen, cabinets for two bathrooms with a tall closet and additional two console cabinets for other rooms. There have been a few issues on the way that were resolved and the final product was amazing! Thanks FBS and great installers Johnny and Maury! read more

Factory Builder Stores is by far one of the best experiences I have had in the industry. From the moment you walk in to long after your appliances have been installed, their team is equipped to handle your every need and answer your every question. They are easy to work with, patient, and most of all, very knowledgeable about the products which they sell. They will go out of their way to ensure you have the highest level of satisfaction. If you are looking to update your current living space, then why settle for anything less than the best?! Go to Factory Builder Stores and find where luxury living meets affordability and where top notch customer service meets customer expectation. You will not be disappointed. read more

Worked with Sacha at FBS and was given her full attention. She answered all our questions and gave us many things to think about when deciding what appliances would work best for us. We are very happy with our choices and definitely glad we did our one stop shopping at FBS. read more

Follow up and the surly receptionist at a place this expensive is bad enough. Won't bother as I'm sure the product & delivery hassles will follow soon enough. read more

We visited Factory Builder over two weeks ago looking to talk to someone about cabinets the two people that dealt with cabinets were busy so we spoke to a representative. The representative was friendly however when she took down our information she asked for our address which I thought was unusual considering we hadn't discussed plans for the cabinets yet. So we gave them our information and left. A week went by and we didn't hear from them. So I called them and talked to the same lady we had talked to in the store. She said they had our information and would be calling. It has now been over two weeks and no phone call. I'm not sure if they didn't think we were worth their time or there employees are incompetent, either way we will not using them for remodel. read more

This company is very expensive with horrible follow through and as well they sell damaged goods. I will explain, I was so excited to find this business, because I needed to order a bunch of appliances for a build out of a home. My purchases added up to a lot of money, so I had expected that I would receive great care. Ordered a refrigerator, a vent and a freezer... 4 months have gone by and I still have the wrong vent, the freezer is still leaking and will not make ice. This is after the company turned me over to another company to fix things, and to not take responsibility. The parts did not arrive in full at the beginning and I had to myself, drive up 25 minutes to get the parts to attach the fridge to the freezer while my workers were here on the clock. But then we were missing other parts which would not allow for us to install the panels. All this time, we were not able to use our water or receive ice. Parts took weeks to get in, were installed incorrectly, and overall there has been no follow through with the company. They got their money and then just have not followed through. My vent is still incorrect after 4 months, as well. I would never recommend this company. They are expensive and on top of it has HORRIBLE service and professional attitude. They only want to make the sale, and then they do not care. Very poor. read more

Do not purchase from this store! This is a very questionable business. They made an unauthorized charge to my credit card, which they keep telling me they would refund, but it's been over a month and they still haven't. We ordered a new Thermador gas cooktop from their salesperson Hogan O'Donnell contingent on a 7-10 day delivery. He said he would charge 50% on my credit card upfront and the rest upon delivery. Saw the next day that he had charged the full amount, which I asked him about. He emailed back and said he would correct it. This was all on Jan 7,2021 and they never made any corrections or refunds to date. They have since adjusted the delivery date multiple times - to Feb 15, 2021 last. Last week I called them to check what was going on and they said the order had now been delayed till March 19, 2021. I called their Admin (Karin Johnson) who was actually quite polite, and asked that they immediately cancel and process the refund which she said they would. I just checked my credit card account (Feb 15, 2021) however, and still see no refund. Have had to spend multiple hours to try and get this mess fixed. Sorry to have ever gone to Factory Builder Stores in the first place. read more

After spending a few hours choosing appliances and following up after our visit 2 months later no quote from sales staff to actually move ahead with purchase. Guess they don't need the sales? read more

Extremely disappointing experience with this company. Had all of our appliances delivered to our brand new home about two weeks ago. With a broken dishwasher which the door won't even close. Me and my husband have called them several times and gotten the runaround. Our builder and his wife have had the same experience. First off they will not replace it but said they would have to send out a service team to see if it can be repaired. This begin 10 days ago and still nobody has shown up. We are moving into our house in two weeks! The customer service and receptionist is horrible. It's pretty obvious that the installers damaged the dishwasher. This is beyond frustration but has turned into anger. Will not ever recommend this company and wished I had looked at yelp before we went there months ago. There are many other appliance stores to go to Who will gladly exchange damaged goods. Not this one. Buyer read more

After considering ordering from them again, being a remodeler , I checked the reviews and noticed I was not the only one who had issues. We had a cooktop delivered. It was the wrong color, the next day they delivered the same model right color but not in a box. Had it installed and it would not even boil water the gas pressure was so low. It took no less than 5 calls and over 4 weeks to get this issue corrected. They had sent out the wrong regulator with the cook top. The appliance installer they sent out corrected the problem immediately to our satisfaction but blamed the issue on my installer, who at the time questioned the connection they sent and they told us there was just one connection it could be and they had sent it. This company is very difficult to work with. On a positive note. I ordered a tub from them which they delivered in perfect condition. My plumber accidentally cut the hose line. I had to replace it and they got another one for me very quick and for a discount. read more

I purchased KitchenAide Double ovens, Microwave, Bosch Dishwasher and an LG French Door Refrigerator from Blake Sanabria of Factory Builder Supply. Getting Blake to return phone calls or emails was virtually non existent. After installation I had problems with the LG refrigerator. I called, left message and emailed. I never received a response. I finally had to call LG to schedule service. My LG refrigerator has a class action suit pending. The bottom line - after you pay for your appliances you will never hear from your sales person. They simply do not care at all! I would never, ever recommend FBS. read more