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Business Profile

Major Appliance Services

Appliance Factory & Mattress Kingdom

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Major Appliance Services.

Complaints

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

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Appliance Factory & Mattress Kingdom has 28 locations, listed below.

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    Customer Complaints Summary

    • 119 total complaints in the last 3 years.
    • 35 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/21/2024

      Type:Product Issues
      Status:
      Resolved
      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:
      Resolved
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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

    • Initial Complaint

      Date:11/19/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Back in May I but a used washer/dryer set and got the extended warranty. Almost instantly the washer failed. They replaced it with another used washer that failed immediately they replaced it and improperly installed it and flooded my laundry room. It also was filthy and smelled horrible. They then offered me a new floor model. It never worked! I was told its Maytags problem now. I need them to stand by their products and fix this.

      Business Response

      Date: 11/20/2023

      BBB Team, 

       

      Thank you for bringing this to our attention. 

      Rest assured that this will be reviewed. 

       

      Thank you. 

      Customer Answer

      Date: 11/21/2023

      At this point the problem has been resolved. 

    • Initial Complaint

      Date:10/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased a washer and dryer in September . The dryer didnt work out of the box . Contacted the company I purchased it from and they told me I had to contact the manufacturer. It took about a week to get a service tech out to repair the new dryer . He was unable to repair it at which point I called appliance factory back to get it replaced and they said the return policy is only active for a week and that theres nothing they could do about it . They have been continuously rude and not helpful in any way . I have had to have a technician out to work on the dryer 3 times with no resolution. They have now informed me that they have to come out again and replace the same parts that have already been replaced. This will not fix the issue . Havent been able to use the dryer even 1 time with our issue and they continue to say they have nothing to do with it being broken .

      Business Response

      Date: 11/03/2023

      BBB Team,

       

      We appreciate you bringing this complaint to our attention.

      Rest assured that this will be reviewed.

       

      Thank you.

    • Initial Complaint

      Date:10/25/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 brand new washer and dryer. The washer had to be ordered. The dryer was delivered on Saturday, October 21.
      The dryer has malfunctioned and no heat is generated to dry my clothes. I have went to the appliance factory twice and I am getting the runaround on getting it fixed replaced or my money back. It is still under warranty and I’m not sure what my next options are now.

      Business Response

      Date: 10/30/2023

      Ms. ****** was advised at the point of purchase and again as soon as she called that the product was covered by the manufacturer ***) for the first year after purchase.  We received a call from Ms. ****** about the dryer on a Sunday and we advised her that she would need to contact **.    She came to the store on Monday wanting to know why she had not heard from **. We explained that if she called them it was generally 48 to 72 hours before ** would respond.  She called again on Tuesday and the Asst. Manager contacted ** and requested a service contact from ** with Ms. ******. Ms. ****** received a confirmation number from ** regarding the service call.    It is our understanding that ** was to contact Ms. ****** to do troubleshooting and/or schedule a service call to inspect the dryer. 

      Customer Answer

      Date: 11/05/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 20777965, and find that this resolution is satisfactory to me.




      Sincerely,



      Cheryl ******

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

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