Complaints

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

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  Appliance Factory & Mattress Kingdom

  321 W 84th Ave Unit A Thornton, CO 80260-4824

• 

  Appliance Factory & Mattress Kingdom

  6005 E Evans Ave Denver, CO 80222-5401

• 

  Appliance Factory & Mattress Kingdom

  2875 S Santa Fe Dr Englewood, CO 80110-1410

• 

  Appliance Factory & Mattress Kingdom

  8086 W Bowles Ave Littleton, CO 80123-4100

• 

  Appliance Factory & Mattress Kingdom

  5880 W 88th Ave Westminster, CO 80031-3006

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:06/04/2024

  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.

  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

  Date: 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

  Date:06/03/2024

  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.

  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 Answer

  Date: 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.

  Customer Answer

  Date: 06/03/2024

  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.

  Business Response

  Date: 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

  Date:05/28/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.  

  Customer Answer

  Date: 08/11/2024

  My response  to Appliance Factory (AP) is unsatisfactory.  AP needs to recheck and look at the full history of all this.  There are many many notes on my acct.  I am sure these are all dated.  There are tons of calls that were made not just the ones you listed. 

  From the very beginning of purchase 1/22 there were problems all along.  You cant get hold of anyone there.  The managers at local stores were less then helpful as well.  At that time I contacted another store in my area other than the purchase store.  There was a manager there that tried to help and finally put me in contact with ***************************.  ****** was trying to help for many months.  I was told he was a dist. Manager.  I was waiting for a long while for a response and tried to reach him again.  Come to find out he was gone as was the manager that was helping.  A stand in manager named **** at the ********** store finally got me in touch with *******************.  **** called me to talk about all the things that had happened.  He said that it was unacceptable.  He had everything completely finally.  YES, he did say Appliance Factory would pay to repair my hardwood floor.   He gave me his email to contact him and send the quotes.  I did this and **** never answered.  I called the president line with no answer and no replies.  This is a common outcome with the company all over contact and no reply.

  It is not me that caused this complaint against the company to be 2 years later.  I waited patiently for the 2 years for AP to complete everything.  When I wasnt getting any more responses that is when I filed with the BBB. 

   

  I purchased 3 appliances.  A fridge, washer and dryer.  All of these were replaced at least once because they were pre used, dirty, huge dents, out of order etc.  These were not the appliances at the store I was told would be delivered to me.  I was told all appliances are new.  The fridge delivered had dried food all over in it.

  First delivery the deliverers left the fridge and washer in the middle of the room because they said they didnt have an order to take the old.  I paid to have this done!  They were high and reeked of pot.  A few days later delivery came again, took the old and moved in the new.  Then I realized there were problems with them and my hard wood floor was scratched and gouged.  It took months to get hold of a manager and get them replaced.  Handle on one side of the freezer wasnt tightened down it fell and put a huge scratch all the way across the freezer front.  Took over 6 months for AP to come and replace the door.  Had sent a quote to ****.  Months with no reply from ************  ***** calling presidents line many times and using APs chat to no avail as well.  I filed with BBB.  I will not agree with any response until it is to repair my floor. 

  Total the fridge was replaced once, dryer once and the washer 3 times.  Between each incident it was weeks to months to get a reply or a fix.  I would have filed with BBB long before if AP had been more timely themselves. 

  Business Response

  Date: 08/16/2024

  ******,

  As previously stated, we have investigated your complaint and 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.  

  Evidence Substantiated 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 provide supporting documentation for any claim contrary to the timeline above. 

  Our position remains unchanged at this time. This claim remains invalid. 

• Initial Complaint

  Date:05/16/2024

  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 ******* 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:04/25/2024

  Type:Sales and Advertising 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.

  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

  Date: 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

  Date:04/25/2024

  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.

  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

  Date: 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

  Date:04/18/2024

  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.

  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

  Date: 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 Answer

  Date: 04/30/2024

  Yes, my complaint has been resolved.  Thank you!

   

• 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.