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 Im sorry heres 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....Ive 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 id thank GOD for Home Depots customer service).Now they are dragging their feet in providing our refund, and are claiming that the installation fee wont be returned in full. This is a nightmare - a company that doesnt care about its customers - doesnt have any quality process - and ultimately - doesnt own up to its mistakes.Go to Best Buy or Home Depot - youll get your appliances in half the time - with double the quality. Save your money - all the glitz and glamour of the showroom - wont 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.

Needed a white coil stove top for my mothers house. I use quotation marks because my mother wouldnt 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.

Outstanding service! On time delivery! Knowledgeable staff! Reasonable prices!

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.

Julee Genaro is the best appliance sales person. She helps me with specifications regardless of the salesperson on the job. Her pricing is fair and her service is just amazing.

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 arent 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 todays 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 dont know when theyll 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!!

Don’t buy here, spent $3500 on an oven that is horrible & they will not allow a return! Once they get your order/money -that is where customer services ends-good luck getting anything done!!

We worked with Jaci, Lee and Harold and we had an amazing experience. The educational value they shared increased my knowledge. Its 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

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!!!!!

Jaci is the professional you want to work with. She is knowledgeable, helpful and her response time is remarkable.

Top notch appliances 💯

Great place to shop for your kitchen upgrades

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 stuffLike it was his own, we definitely will be asking for him to be our delivery guy again.So go check them out you wont be disappointed!Marissa Castilow

Have worked with Jaci off and on over the past 6 years. Always finds the the best deal with the highest quality! Thanks FBS

Great selection you cant find at Home Depot or Lowes. Fantastic service

Jaci was great and very helpful. We bought all our appliances after getting flooded. I will definitely go back to them for future needs.

Jaci, the showroom manager, is the best in the biz! She knows what shes talking about - new or old, and would never steer you wrong. Shes been my go-to appliance contact for over 3 years! IF she cant help you, she knows someone who can! She responds timely, and seeks out the best deal for her clients. Go see Jaci!

They are the biggest CROOK in the worldI CANCEL and ! ORDER ! And they do not want to return my money. They keep giving me the RUNAROUND.CROOK.

Worst customer service in my 25 years as a consumer and a business owner. Please avoid this company at all costs . My wife and I went thru a nightmare just to return a ice maker that was originally delivered damaged which was replaced after numerous calls for a reorder . The reorder ice maker didn’t fit under our cabinet so we needed to return it . They didn’t want to take it back because they said it was a special order . The sales agent didn’t verbally tell us that or wasn’t written on our receipt either. Then they told us they will charge a 40% restocking fee upfront just to take it back . So I get charged more money to get a refund . This story goes on and on ...even for me to get a refund check that was promised to me after I paid the restocking fee. I never received the check in the mail after 4 weeks so I decided to call and that was a nightmare. Plz avoid this company because they (sales agent lee Peters, return dept manager, district manger, Accounting manager) will NOT return phonecalls, emails, or voicemails . After they charge your credit card and get your money for your appliances (20k), customer service ends .

It is a true pleasure to be able to work with special people. That person at Factory Builders is Jaci Marley. Jaci and I have done a number of projects over the past few years. As being a GC for over 45 years,Its refreshing to know when you lock down the particulars on a job, it will be handled. As you know, not every project goes as planned but, with Jaci, you know, whatever happens, its going to be handled with a smile and professionalism. THANKS Jaci.......

Hearing the bad reviews on how customers have trouble returning their items and the customer service that follows I think I will buy my stove elsewhere!

Great place to buy appliances

What an awesome place!!

Your 1 stop shop for all your appliance needs.

Wow... the selection here is amazing

Nice place

Another day at work.

Worst custumer service