ComplaintsforAppliance Factory & Mattress Kingdom

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/11/2024, we purchased a set of appliances for our home. Due to the size of our truck we picked up the appliances in three separate trips. The appliance were purchased new in the box. When my wife picked up the gas range, the employees loaded to range in my wife's truck and she brought it home. The employees loaded a damaged stove, it was not new in the box like we paid for.We paid two men to carry the appliances up the stairs to our kitchen. We then paid a plumber to install the propane conversion kit. It was then we noticed to damage to the stove. There is a dent in the door to the lower oven and there was a red x with a circle around it on the damaged door. The support bractkets under the stove are also bent and damaged. The ceramic rod on the igniter for the oven was broken in pieces. I then called Appliance Factory Warehouse and asked if they could schedule a service call, using the the extended warranty they also sold us, they said they would get back to us.We purchased the appliances in February, it is now July and they won't resolve this issue and they won't call us back and our new stove still doesn't work. We spent $5,648.46 on these appliances. Even bought the extended warranty. We should have bought our appliances somewhere else.

  Business response

  07/11/2024

  Hello ****,

  We are sorry that you had this experience.

  Our store manager has been trying to reach to you, but so far has not received a call back.. We are eager to help you resolve this issue. 

  Please contact *********;************, so he can help you to get a resolution.

  Thank you,

  Customer ********************** Manager

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a washer and dryer on 6/17/24, and it was delivered on 6/20 to our house. The morning after delivery, on 6/21, we noticed that the washer agitator was not functioning. When we contacted www.whirpool.com/owners, they informed us about their fees ($1 to answer questions and subscription charges). We then called the local office to explain the situation and were told by the lady who answered the phone she would replaced the washer (after much discussion on my end) and she would call me back to set delivery date. After waiting for 4 hours, we called back and spoke to ****, who said they would send a Whirlpool (WP) man for repairs instead, I explained that I spoke to the lady salesperson and she sd she would have it replaced, she would call me back to set up a delivery time. ****, sd that is not true, I was on the call with her and she did not say that, he instead sd, I will have a WP Repairman fix it. Both **** and his co-worker wee very rude and condescending, this upset me and I told them I would let my friends and family know how condescending they were.I also, explained to **** that when the washer and dryer were delivered, the delivery man started the washer and it made a loud noise during the cycle. Both **** and his co-worker said it was normal. I am told that if I returned these items, I will lose a lot of money, 1/4 of the cost for both washer and dryer. I am very dissatisfied with their product, their lies and the rudness. I have a washer I paid them cash on 6/17/24 that I can not use. My husband and I are both over 70, I am 73 and he is 78. This has cost us a lot of stress. We are bilingual, I can not image someone our age and mono ligual having to deal with people like this. Please help us, if we can get our $1,227.79 back, we promise never to buy from Appliance Factory again. We went to them because we thought we would get a better deal. I appreciate you you looking into this. *** and *************************

  Customer response

  06/27/2024

  The whirlpool repair man was here today from ******. He said the washing machine needs a new control panel. I asked how can this be if this is supposed to be a new washer? He just smiled, indicating no verbal coment. I continue to be frustrated that they are sitting on my full payment of washer and dryer paid on 6 1724, and I still dont have a functional washer. I was delivered a washer that needs maintenance. The repair man said the washer is very temperamental. I could use it to wash clothes ,if I turn it on @ the right time. Meaning turn on and off until the functioning light show that its working. As of today, the repair man can not come back until July 9 after he receives, the necessary parts to make this washer functional.  I have been unable to wash clothes for this duration of time yet Appliance Mattresss is sitting on my money with no phone calls or no concerns regarding  the dysfunctional washer that they sold me. I I would like to receive my total amount of dollars that I paid them without losing 1/4 of the total amount, if they have told me. Please help me.  They sold me a washer telling me it had a dent with a discount for the dent. The salesperson did not tell us it didnt work.

  Business response

  07/08/2024

  Hello,

  Thank you for working with us to resolve your complaint. We are looking forward to completing the process and getting you a replacement unit. 

  Please feel free to reach out with any questions or concerns. Customer satisfaction is very important to us and resolving your complaint is a top priority. 

  Thank you again,

  Customer ********************** 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a refrigerator that was supposed to be a scratch and dent, A grade, with only 2 dents on sides. After looking at it it had a huge crease down the side scratch on the front door. There were no bins in the doors at all. There was a crack in the vegetable drawer. It didn't even have a water or filter for the water. They keep wanting to know how it happened. I'm a senior citizen. I do not have the ability to have put the force needed for the size dent that is in the side. This is been a week of back and forth back and forth. I was down for a brand new ** refrigerator. And they will not swap this out. That is all we wanted was for the swap. they can take their damaged refrigerator back, and give me my brand new refrigerator. But they are still not giving me a date not wanting to complete the swap.

  Business response

  06/13/2024

  Hello *****,

  Thank you for working with us to resolve your complaint. Customer satisfaction is very important to us. 

  We are so happy that we were able to help you select a replacement refrigerator. 

  Please let us know how we can be of further assistance.

  Thanks again!

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a warranty and cant get anyone to fix this machine. Ive called and called and they send people over that do nothing but look at my washer very confused. There is no way any repair should take 4+ months. My machine is 1 year old and I cant use it. *** asked to speak with management and continue to be told theyll call back within 24 hours. Never have gotten a call back. *** left many messages for the presidents hotline. This place is run by people who have no customer ********************** skills at all. The repair people do not communicate with one another and are too incompetent to fix or even diagnose a machine.

  Customer response

  06/03/2024

  I have called the Appliance Factory Warehouse and discussed the issues with my new washer and warrenty issues. They said a manager would call within 24 hours both times I called. I also left multiple messages with their Presidents hotline at the same place. 
  I have called the company that the repair should be completed through called BrandSource at least 20 times in the past 4 months. They schedule a repair person for 3 weeks out and when they come they do not know what to fix. Then another repair person comes with a motor and says they cant replace the motor without an agitator. Today a guy came and took the machine apart and said he is unable to move the machine himself. After 3 people came to my house, no one knew I have large machines or they cant see what I bought and paid for through their warranty? Also this time there was no agitator again. At one point I called the parts department directly after BrandSource told me the motor was backordered. The warranty had no record of an order for my motor. Its been 4 months of back and forth and still no working machine.

  Customer response

  06/03/2024

  When calling the place of purchase Appliance Factory on College in Ft ******* youre prompted to press 3 for repairs. This is the company I am continuing to have issues with. I also left messages with the Presidents Hotline through this same number by pressing a number when prompted. Its for complaints. Im very surprised those are never addressed.

  Business response

  06/13/2024

  Hi *****,

  Thank you so much for working with us to resolve your complaint. Customer satisfaction is very important to us. 

  We are happy to have been able to provide you with a replacement unit.

  Please let us know how we can further be of service.

  Thanks again!

   

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a washer, drying and refrigerator. I paid for these appliances, delivery and take away of the old. The salesman was nothing but over the top nice during the purchase. When I walked in 2 days later he said he didn't remember me and was over the top rude! 2 men delivered the appliances they both reeked of marijuana. They did a sloppy job. They left the appliance infront of the old. They said they didn't have an order to take the old. Called the salesman he basically said, too bad. I advised I would dump it in their parking lot! He said I couldn't do that. 2 new men came to take the old and move in the new. They tried to charge me for the delivery! The washer wouldn't work, the dryer door wouldn't close and the "new refridgerator" was full of dried food, ice maker didn't work. I found a manager at another store and the district manager. They sent all new appliances. Still had issues. The freezer handle came off badly scratching the freezer door. It was almost a year before it was repaired. By this time I was talking with ************************* at corporate I was told. When the 3rd set of delivery men came they gouged my hardwood floors. ******* advised me to get a quote. I sent the quote to him. Now he won't return calls or emails. I have called the useless presidents line 10 or more times and have yet to hear anything. I did their chat and was told they would pass on the message, nothing. I emailed the gal's email on the website and still nothing. Run from this place! There are other calls etc. like managers I was talking with were let go so I had to start over but this is the basic story. I would like the repairs to my floor paid for and honestly would like a refund for the appliances that still aren't right! Thank you.

  Business response

  06/05/2024

  I am appalled with the major headaches you've had. We're glad we got you taken care of and everything is working properly for you. We have made major changes to our management staff - district manager, director of operations and any store personnel that are not giving professional service. We can assure you that these problems will never happen again.
  
  
  Thanks for your feedback and information.
  
  
  Kind Regards
  *********************;
  CEO Appliance Factory

  Customer response

  06/10/2024

   
  Complaint: 21770962
  
  I am rejecting this response because:

  Thank you for replying.  I to am appalled at the service and communication of your company!

  I do not believe my initial complaint was read very carefully!  I quite plainly state that I want the money ******************* said he would get to me once I gave him a quote.  I have done this and no communication after many attempts!  I also state that the appliances especially the washer still aren't right.  With all the issues Appliance Factory have caused floor, time off work to be here for service men etc that I do think a refund is in order!   

  I would very much appreciate a quick reply!

  
  Sincerely,
  
  *********************

  Business response

  06/21/2024

  ******,

  We have investigated your complaint and have compiled a timeline according to our records. 

  Timeline: 
  

  Original Deliveries occurred - 1/27/22, 1/31/22, 2/22/22

  Claim emailed to *******************, alleging damage to your floors at time of delivery - 1/20/23  (nearly one year after delivery)

  ******************* requested a quote for repairs to review but did not promise payment - 1/20/23

  Quote for alleged damage received - 4/8/24 (More than 2 years after delivery)

   

  Please let me know if this timeline not accurate according to your records. With the information provided, we are unable to validate your damage claim. 

  Unfortunately, claims that are not reported in a timely manner cannot be verified.  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ******* washer and dryer on 06/17/2023 Invoice# S00348902. I was told the washing machine was new and there was a one year warranty through *******. On 04/30/2024, there was a sudden loud noise during the spin cycle and the washing machine sounded like a helicopter taking off. Pieces of concrete and metal shrapnel started coming out the bottom of the machine. I called ******* and they told me that serial number ***************** was As Is and not covered under their warranty so we would have to go through the warranty company where we purchased the machine. I called Appliance Factory Longmont and was given the number of the repair/warranty department. A technician came out on 05/10/2024 and said that the counterweight was broken and the machine would need 7-8 new parts but would probably be replaced instead. I did not hear back until 05/14/2024 when they emailed me saying they found an out of box scratch and dent ******* unit. I declined due to many horrible reviews of that machine having the same issue I had. I asked for other brand options to choose from. After many follow up emails asking for a status, I received another email on 05/16/24 with 2 ** models to choose from. I chose one and let them know via email. ********************** then called my spouse and told him we would have to pay over $300 due to depreciation of our current machine along with installation cost, delivery fees, and taxes. My spouse then told her he would like to speak with her manager. She said they were not in and would have them call us back. I would like a full refund for the cost of the washing machine $599.98 plus tax and fees because I was sold this unit under false pretenses.

  Customer response

  05/17/2024

  The company has reached out to us and said they gave us incorrect information regarding costs we may owe including depreciation and we are awaiting replacement options for our washer.

  Customer response

  05/17/2024

  Once this issue was escalated to the company leadership team, I was contacted about choosing a replacement washer of my choosing, free of any extra charges. They told me the information originally provided to me was false regarding the warranty and having to pay extra for depreciation of my current machine. Although I will be waiting about 2 weeks for a replacement machine, I am happy and satisfied with the outcome and how this was resolved.

  Business response

  05/22/2024

  Hello *******,

  Thank you for reaching out through BBB, I understand you have been in touch with our management team as well.

  They have informed me that you have a new unit on order as a replacement. 

  Customer satisfaction is extremely important to us. 

  Thanks again for letting us work to resolve your complaint.

  Please let me know how I can be of further assistance in resolving this matter.

  ********************************************

  Corporate Operations Manager

• Initial Complaint

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This morning i ordered a stove and entered payment information. While trying to setup pickup i was informed they could not honor it. Then offered to spend thousands more or buy totally different range for also more money. "Website glitch" i have received no useful guidance. In store i tried to compare options and what they were trying to do was ultimate bait and switch. Literally charge more for a worse and damaged unit. Totally unacceptable and deplorable business practice. Just sell the unit as advertised. It was up for more than a day.

  Business response

  04/26/2024

  Hello ****,

  We are sorry you had this experience. Customer satisfaction is important to us. 

  I have researched your complaint with our online sales department. Unfortunately the pricing that was on the website was there in error, the error was corrected within ten minutes of the discovery of the incorrect pricing. We would never intentionally deceive our customers, but with thousands of products listed on our website, occasionally mistakes can happen.  

  I understand you have been in touch with *****, our online sales manager and she offered you a couple different solutions to resolve this issue. She will be reaching out to you again on Monday to attempt resolution.

  Please let me know how I can further be of assistance in resolving this matter. 

  Thank you,

  ********************************************

  Corporate Operations Manager

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a dishwasher from the ****** store in Littleton Colorado on 4/2/24.********'s name was ***********************.After being told the order was delayed, he informed me that he could cancel the order, to which I agreed. I then asked for a refund to which he replied "... I don't know how to do that..." Was told I would have to talk to the manufacturer. After insisting, was then told you I have to talk to the "Manager". The "manager" (who would not give his name), informed me that "...I would get my refund when HE decided to process it..."After arguing for twenty minutes, another customer entered the store and the "manager" processed the refund.The refund hit my **** card in pending status. Three days later I was informed by **** that it had been removed by the vendor.

  Business response

  04/25/2024

  Hello ***,

  I am sorry to hear you had this experience. We take customer satisfaction very seriously. 

  I have researched your complaint and it appears that your refund was processed for $903.79 on 4/20/24. It can take 7-10 business days to show up in your bank account. 

  Everything in our system shows the refund complete on our end, it has definitely not been interfered with in any way.

  If you don't see the full refund amount in your account by 5/3/24 at the very latest, please let us know. 

  I do apologize for the delay, unfortunately we don't have control over the refunds once they are processed. We are at the mercy of the banking system. 

  Please feel free to reach out with any additional questions or concerns. 

  Thank you,

  ********************************************

  Corporate Operations Manager

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12-12-23 I purchased a washer and dryer from Appliance Factory and was promised a $100 rebate, and never received it. After many calls, emails throughout the past four months, I still have not received my rebate.

  Business response

  04/22/2024

  Hello *****,

  We are very sorry that you had this experience. Customer satisfaction is very important to us. 

  It is my understanding that you were issued a refund of $106.98 on April 19th, back to your credit card. This is slightly above the rebate amount of $100. Does this refund resolve your complaint?

  Please let me how I can be of further assistance in resolving this matter. 

  Thank you,

  ********************************************

  Corporate Operations Manager

  Customer response

  04/30/2024

  Yes, my complaint has been resolved.  Thank you!

   

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a purple ********************** in November 2023. It was delivered the day before Thanksgiving hours past the delivery window. When the delivery arrived, our ********************** was taken out and loaded onto the filthy truck. When the new ********************** was brought in, there was a box that was damaged and the king size ********************** was actually a queen. Because it was late in the day and we were the last delivery, the employees were very frustrated and one threw the paperwork on the floor.Now a call was made to the store and it was decided to keep the queen temporarily because our king had been taken to the dirty truck and couldn't be brought back in. Because of all the drama we decided to cancel the purchase. The employees came back out in December and picked up the queen *********************** We've made numerous calls to the store asking about the refund. We were told by ****** she'd process the refund of $4,404.17. However only $3,758.86 was refunded. Again , more calls to ****, **********************, ****, and ****** with no return calls and no explanation of the gap in refund amount. We made calls throughout the month of December and finally gave up. For over two months I was trying to figure out why there was just a difference in the purchase amount and refunded amount. Finally in late March I called again and asked for **** and was told he'd call back. Of course, no call. I called again and was finally told the amount that was refunded was the price of the QUEEN ********************** that was delivered back in November and not the KING that was ordered. I was told that day by **** the difference of $798.95 would be refunded. As of today, April 18, 2024 there has been NO refund. I have spent numerous hours and months trying to figure out why these employees cannot do there job and address this issue. Their customer ********************** and incompetence is inexcusable. In addition to the actual dollar amount owed to me there should be punative damages because of the research and persistence on my behalf.

  Business response

  04/24/2024

  Hello,

  We are sorry that you had this experience. It appears you were refunded $798.94 on 04/19/24. Did this refund resolve your complaint?

  Let me know how I can further be of service in resolving this issue.

  Thank you,

  ********************************************

  Corporate Operations Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩