Business Profile

Major Appliance Services

Appliance Factory & Mattress Kingdom

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Appliance Factory & Mattress Kingdom's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

122 total complaints in the last 3 years.
34 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Initial Complaint
Date:04/02/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a refrigerator from Appliance Factory that was delivered on February 1, 2024. On delivery 2 of the front doors were damaged, the delivery person took pictures and informed us he would file a service ticket to replace the doors. I have placed 8 phone calls to the store manager, he keeps telling me they are working on the issue. I have placed 4 phone calls to the 'Presidents Hotline" which only allows you to leave a voicemail, in the voicemail announcement they state they will get back to me shortly, they never have called back.I don't think a span of 2 weeks justifies getting back to me shortly. I call GE repair twice and both times I was informed the replacement is not covered by any type of warranty, it is up to Appliance Factory to do the repair. I want the two front doors replaced like they promises.
Business Response
Date: 04/04/2024
Hello,
I'm sorry you have had this experience. Our management team will be reaching out to you today.
Our ultimate goal is an expedient resolution.
Your happiness is very important to Appliance Factory.

Thank you,
********************************************
Corporate Operations Manager
Customer Answer
Date: 04/04/2024

Complaint: 21518536

I am rejecting this response because:
I have placed 7 phone calls to the manager at the 5880 88th store, and all they would commit to is 'We are working on getting an answer from our Corporate offices or GE repair', I have left 3 messages to the Appliance Factory Presidents Hotline and no one has ever called me back.
The solution I am looking for is a firm date that the repair is going to take place, not ANOTHER PROMISE to call me.

Sincerely,

*******************************
Business Response
Date: 04/18/2024
Hello,
I am sorry that you have been having this experience. I understand that you spoke with **** in customer ********************** today and that they have scheduled your delivery for Saturday, 4/20/24.
Please feel free to reach out to me if necessary. I hope this resolves your complaint and that you love your replacement refrigerator.
Let me know if I can be of any further assistance in resolving this matter.
Thank you,
********************************************
Corporate Operations Manager
************
Customer Answer
Date: 04/20/2024

Complaint: 21518536

I am rejecting this response because:
The new in box refrigerator that was delivered today had a sizeable dent on the upper right-side that would be visible once placed in kitchen and front panels scratched. We refused delivery.

Sincerely,

*******************************
Business Response
Date: 04/30/2024
Hi ********,
I understand you are still working with the store manager to resolve this issue. Thank you for your patience and we hope to have this resolved as soon as possible.
Let me know if I can be of further assistance to you in this matter.
Thank you,
********************************************
Corporate Operations Manager
Customer Answer
Date: 05/06/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
Date:02/21/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In good faith went in to purchase a stove and washing machine. The sales person ***************************** stated she had a bed to show us. The bed that she showed and stated had a bit of a reduction in price was not what we received. My husband and I laid on the bed and tested the remote that had elevation for the head and feet. The remote also had vibration options which we tested and my husband loved. I told ******* that based on his response we really needed to get this bed. I also stated the only downside was that we would both have to agree on the features. It was at that time she stated if we got king size we would have individual controls. When we received our bed the bed did not have the same features as the bed that we tried in the store and which we were under the impression we were buying. I called ******* at the store immediately after determining this error. ******* stated on the phone that she did not offer us the option to buy the upgraded version that we tested. I told her that this was not true because she NEVER stated that we weren't purchasing what we tested. It was a TOTAL Bait and Switch and she stated that we would have to pay $400+ plus additional to get this additional feature via an exchange. I have never experienced such deception and underhandedness in my entire life. They should not be allowed to blatantly do bait and switch having spent thousands of dollars. This is truly unconscionable.
Customer Answer
Date: 03/20/2024
The manager contacted me to discuss and advised he would call back with a resolution. He never called me again. I received a call from sales person that committed the bait and switch to say for $500 additional we could exchange which was part of the issue.
Business Response
Date: 04/19/2024
Hello,
Sorry for the delayed response time. I have recently stepped into this role and am currently going through all outstanding BBB complaints.
I have reviewed your complaint and it appears the store manager spoke with your to try to resolve this issue. They offered to work with you to swap out the bed base but you declined. Is that accurate?
If so, would you consider this issue resolved?
Please let me know how I can further be of assistance in this matter.
Thank you,
********************************************
Corporate Operations Manager
Customer Answer
Date: 04/19/2024

Complaint: 21325207

I am rejecting this response because: the manager never made an offer, In fact her told me that he would call me back with what he could do. It was about 48 hours later the sales person that scammed us left a message saying for $500 more dollars we could change. I never responded to her as I am not interested in working with her any further. I was expecting to hear from the manager as he told me, however I never heard from him again. The issue still remains the same in that I did not get what I was lead to believe I was buying. It makes no sense to test a bed with no caveat stating this is not what you will be getting. It was a total bait and switch experience. This has not been resolved in the least.

Sincerely,

***************************
Business Response
Date: 04/30/2024
Hello,
I understand you are working with **** in order to resolve this issue and get a replacement unit.
Please let me know how I can further assist you.
Thank you,
********************************************
Corporate Operations Manager
Customer Answer
Date: 05/01/2024
Waiting for final approval and sign off from ****. I was to receive a call on Monday April 29th but I have not heard from **** yet.
Customer Answer
Date: 05/08/2024
A resolution has been reach as of 5/7/2024.
Initial Complaint
Date:02/21/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new Frigidaire Refrigerator on 2/12/24. It was delivered on 2/15/24. Upon inspection this refrigerator had food crumbs and numerous dents on the out side. This was a used refrigerator. I refused to sign for the refrigerator and called the store. They stated they had no idea how this happened. I asked for a full refund,. **** said they would credit my transaction, which they did on 2/16/24 to my credit card account. It has been in a pending status since that date and today it has disappeared from my account. This company knowingly tried to pass off a used appliance as a new one. I am so sorry I did not check BBB before this purchase. I have also notified my credit card company that I was not going to pay for this item.
Initial Complaint
Date:02/07/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/20/2024 I purchased a Fridge, dishwasher and microwave from Appliance Factory/Mattress Kingdom, in *************.I paid for installation, kits and delivery for the fridge and dishwasher. Both services were refused by the delivery personnel when they showed to my house on 26 Jan 2024. I was told they were unable to install either.It has been over 10 business days now, I have talked to 3 different employees, 3 different times, and none of them knew of my issue. Each told me they would resolve it by having a contracted installer call me. I was told on the last call that my dishwasher portion of the cost would be refunded. That was 3 days ago and nothing has been refunded.The dishwasher portion of the bill, that and employee by the name of ****** told me was being refunded, is $749.47 I need help getting this store to refund me that portion.
Initial Complaint
Date:02/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a dryer on 1/26/24 and paid for delivery and for them to take my old dryer. Delivery was on 1/30/24 the delivery guy was suppose to unhook my old dryer and hook up the new dryer but didn't do to the old dryer having steam hose hooked and leaked when he tried disconnecting. HOWEVER, he left my house with out saying a word to me and setting up a time to come back to pick my old dryer. We then called the store letting them know what happened and scheduled for them to come back Saturday, for which they never showed. We then called the store this morning and they said the ticket has been closed and everything done. Which we said no it had not and asked for Corporate's number to esclate this they provided a number, not sure if it is the right number, we left a message and no call back as of yet. We are wanting someone to come get this old dryer which we paid for and once this is taken care of we will never buy from them again.
Business Response
Date: 02/06/2024
BBB Team,

Thank you for bringing this to our attention.
Rest assured that this will be reviewed.

Thank you.
Business Response
Date: 04/08/2024
Hello *****,
Sorry for the lengthy delay in response time. I have recently stepped into this role and am currently going through all outstanding BBB complaints.
I have researched your complaint and it appears that your old dryer was picked up on 02/09/24. If so, did this action resolve your complaint?
Please let me know how I can be of further assistance to you in resolving this matter.
Thank you,
********************************************
Corporate Operations Manager
Initial Complaint
Date:01/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased new appliances, refrigerator, cooktop, dishwasher, oven, washer, dryer, in October 2023. This purchase was paid in full at this same time. One day following installation the glass in the door of the oven broke, before ever turning on the oven, and we have been unable to resolve issue to this date. We also do not have estimated date for resolution.
Business Response
Date: 01/31/2024
Hi BBB Team,

Thank you for bringing this complaint to our attention.
Rest assured that this will be reviewed.

Thank you
Customer Answer
Date: 02/07/2024
What I found was not a response from the business in my opinion it was simply an acknowledgement they received the complaint.

I do not believe the business acknowledging the complaint would be reason to resolve.
3 months with no working over after spending $2k for the appliance with no end in sight.
They sold us a product they cannot properly provide support.

*****
Business Response
Date: 03/08/2024
Hi BBB Team,

We believe this complaint has been resolved and the unit was already installed.

Thank you.
Customer Answer
Date: 03/26/2024
This is not resolved. There is still an issue with one of the appliances purchased and issue concerning rebate due. No contact from this company for either issue.
Initial Complaint
Date:12/23/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Appliance Factory was suppose to come out and install 3 appliances. A ************** set and a Refrigerator. The Washer was the wrong model. Almost opposite of what I ordered. I took it because they said it would have to be ordered all over again if not. They hooked it up, but when they tested it, no water was filling in the machine. I pointed out that concerned me and they told me not to worry. The Refrigerator they left outside because we could not find a water shut off valve. My son found that valve about 1 hr later and we called a plumber who came out immediately to replumb the setup the way they wanted. They also did not reverse the Dryer door like I asked. When we called the store, they played the "we'll look into it and call you back game for 2 days." They never called back, we always called them to get an update. Then they said "there is nothing we can do immediately. We have to file a whole new work order and it would be a week or more. We ordered these appliances before Thanksgiving. We have a full house of kids coming for the holidays and they all have laundry and need food. This is unacceptable service and absolutely lack of caring in the response. The fact they can't come back at the end of their delivery day and finish the job they messed up is unacceptable.
Business Response
Date: 12/26/2023
Hi BBB Team,

Thank you for bringing this to our attention.
Rest assured that this will be reviewed.
Thank you.
Initial Complaint
Date:11/30/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/19/22 I bought a refrigerator from H313236393*****363737H factory/mattress Kingdom **** ********** ********. ** *****. ( 2 yr warranty included) A Winia model #wte18hbbcd it it did not work and so they sent me another one about a yr and 4 months later that one broke down so I was given the number to product protection plus, it took months to get anything done and the whole time I was sent multiple parts at different times and one part ended up being the wrong one, eventually they approved me for a refund and I have not heard anything for at least 2 months no one answers the phone or returns my calls or emails, I just want my money back for a defective product
Business Response
Date: 12/08/2023
Hi BBB Team,

Thank you for bringing this to our attention.
Rest assured that this will be reviewed.
Thank you.
Initial Complaint
Date:11/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We spent a fair amount of time within the store picking out a dryer with assistance from an employee. After choosing one, we bought it and were told that it could be picked up the next day from the warehouse. When we went to pick it up we were told sorry, we do not have that one but here is a different one and it is more expensive and a better product. We had the dryer for approximately 4.5 weeks and all of the sudden it would not spin. A repair person came and assessed and said the belt was frayed and needed to order the part. After 2 weeks and another complaint to the manager and assistant manager, the repair person came back and put in the belt. I asked to have another dryer to replace this one as I was told I bought a brand new dryer. The manager stated that I would need to have my dryer break a total of 3 times before we could do an even exchange. I did not sign any paper stating this. The dryer worked for 2 days and then it would not spin again. We called again and complained and a repair person came again and said the previous repair person had been fired because of inadequacy within his job and he would need to order another belt and a different part. We were then told it would be in by the end of the week and repaired. I called at the end of the week because I had again not heard from them and I cannot get an answer. This is completely unacceptable. I have a large family and still do not have a dryer that works.
Business Response
Date: 11/27/2023
Hi BBB Team,

Thank you for bringing this to our attention.
Rest assured that this will be reviewed.
Thank you

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Appliance Factory & Mattress Kingdom is NOT a BBB Accredited Business.