This business is not BBB accredited.Additional Locations
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that lowered the rating for Appliance Factory & Mattress Kingdom include:
- Business has failed to resolve underlying cause(s) of a pattern of complaints
Factors that raised the rating for Appliance Factory & Mattress Kingdom include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 151 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||93|
|Total Closed Complaints||151|
Additional Complaint Information
BBB has identified a possible pattern of customer complaints. Specifically, consumers allege Product Issues that they will purchase a new appliance such as a washer, dryer, refrigerator ect. and once the product is delivered, it either doesn't work or needs multiple repairs done. Further, consumers state that the company will not refund or replace their product, even if the company cannot repair it. Consumers also allege Customer Service Issues stating that the company does not call consumers back, or follow up on their requests for dispute resolution. Consumers also state that the company does not follow through on their promises to assist with issues relating to their purchases.
BBB met with the company on October 14, 2014 to address the allegations. The company's response to the potential pattern of complaints included the company's 24 hour policy for responding to BBB complaints, upper management being tasked with addressing escalated customer disputes and that the company requires its consumers to sign off on their appliances condition once it is delivered.
In regards to the product issues, the company stated that it is the only appliance retail provider that inspects and tests all appliances to make sure that they are in fact new and not used - BBB conducted research into the industry to determine the validity of this response given the high volume of consumers who are alleging product issues. BBB spoke with other business owners in the same industry who consistently stated that they have never had a need for quality control checks on incoming appliances as they are all new, and if there are any issues which are rare, the manufacturer will replace the appliance quickly, and in good faith.
BBB met with the business again on May 19, 2015 in order to gain further clarification on the product allegations, and to allow the business an opportunity to discuss certain internal changes that have been made. The business stated that they sell "Out of Box Products" which are products that have been inspected by the business and have been determined to be new, like new, functionally new, as new condition and may have cosmetic imperfections. The business stated that all sales representatives review this policy with each customer prior to purchase and further, that this policy is displayed at all stores. Lastly, the business stated that there is a specific ratings system used to classify "Out of Box Products" appliances in terms of its potential cosmetic damage. BBB will continue to monitor incoming customer complaints for any potential patterns of concern.
Appliance Factory Outlet, encourages consumers to contact their designated customer relations contact Ms. Jamie Steward at 303-654-2804, prior to filing a complaint through our office.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||15|
Type of Entity
Business ManagementMr. Charles Ewing, CEO/President Mr. Merlyn Ballou, Service Operations Manager Mr. Jason Duong, Marketing Manager Mr. Chuck Ewing, Owner Mr. Seth Mattock, Manager Ms. Jamie Steward, CEO Scheduler Ms. Kimberley Stubbs, Quality Assurance Manager
Appliances - Major - Dealers Appliances - Major - Service & Repair Handyman Services