Appliance Factory And Mattress Kingdom

This company is a joke. Buyer beware if you decide to buy from them.

I bought a $3500 LG fridge and only had it for 2 years, and we also purchased their 5-year extended warranty, thinking that if anything was to go wrong, it would be taken care of. That was not the case. I have been 2 months without a fridge, and we have 4 kids, 2 with special needs. They have not cared one bit about our circumstances and have done nothing but give us the runaround.

This company is all about taking your money, then turning their back on you when problems or issues arise. I would (NEVER) recommend anybody to do business with a company like this who has such poor customer service.

If I could give this company 0 stars I would in a heartbeat.

In 2013 I purchased a upright freezer from Appliance Factory Outlet and they included a 10 year major component warranty with the purchase. In 2019, the compressor failed, I called and made an appointment with Brand Source.

The technician arrived, ordered the part, came back 2 days later and in 30 minutes had replaced the compressor and was on his way. Total charge about $135.00

Now 2023, I have a few months left on the warranty and the freezer is at 28 degrees again. I call Brand Source and tell them my issue and despite the person on the phone knowing my name and address by my phone number, he says they have no record of a warranty or having worked on my freezer before.

I have all of the original paperwork so I email him copies of the invoice and the warranty paperwork and he calls back and says the earliest they can come is 2 week out but i will need to pay for labor.

He keeps reiterating I need to pay labor and I ask how much and he say $95 and will be applied to the repair.

I call their "President's" line because they claim to care about their customers and want to address all complaints and left a message explaining the difficulty I was having getting service.

I get a call back later in the day, and the President's line representative now knows the date of my last service in 2019 which they said they had no record AND recommended that I go buy a new freezer since the labor cost would be over $1000.00. This for a 30 minute fix!

Long story short, before the woman called my back I had already purchased a new freezer to be delivered in 2 days since I can't wait 2 weeks with a freezer at 28 degrees.

Avoid this company at all cost!Avoid at all cost

Experience at appliance factory

5/25/22 Purchased 3 kitchen appliances at Appliance Factory, Fort Collins CO

INVOICE#S00261383

October started having trouble staying at temperature, unpredictable broiler. Called and waited.

2022 Holidays without properly working oven.

12/29 Service guy from Columbine Appliance at (303) 443-**** came out , said he thought it was computer boards.

and we then waited two months

3/1/23 went into Fort Collins and Doug Snyder said he couldnt do anything. And we should keep checking on parts ordered.

3/1/23 Called parts not in

3/10 Called parts not in

3/16 pars in and Columbine service to finally replace parts. Told to test temperature.

3/17 still not coming fully to temperature, set at 400, 2 hours later at 360

3/18 cookies at 350 , had to set at 375, thermometer read 325.

burnt tops on both shelves?

3/17 Called , they will replace something else temperature sensor

Sent customer service emails and calls to president

Now I'm due for hip replacement and we've waited a year for this new one to work. Still doesn't.

3/20 received call from (719)582-**** no name or company

Called him back 12:00 pm and he said he was out of the office and would call me back.

Mary and Bob Adams

3890 Foothills dr, 80537

I tried three different e-mail and advertising web sites to try to cancel my e-mail; called customer service twice over a weeks time; told to leave a message for call back. NO CALL BACK FROM CUSTOMER SERVICES.

This 89 year old EXCUSTOMER will not be buying anything any more.

Assisted living provides all life sustaining services. Your e-mail advertisements suck!

I have been delivered a defective speed queen washing washing machine and This company will not take it back . Horrible customer service !

This washer was defective when it was delivered and now they will not exchange it . Horrible company !

We have been delivered a brand new speed queen washing machine that sounds like a jet engine is inside and sounds horrible . This companys customer service is horrible .

Now it is left up to us to get it fixed by the manufacturer. All we want is to have it exchanged for a properly working washing machine .

I guess this is what you get these days for a thousand dollar washing machine . Stay away from this this company .

Moved to a new address the week they sent my rebate card in the mail and it hasnt been forwarded to my new address

Not receiving the appliance in a timely manor

I purchased a GE refrigerator, induction cooktop, wall oven, and dishwasher from Appliance Factory & Mattress Kingdom on University Avenue in the summer of 2013. At the time I purchased a 10 year major components extended warranty for all four appliances. For reasons only the sales person knows I was written up on two separate invoices and I received two separate receipts; both receipts have a line item on them for the 10 year major components extended warranty. The receipt said nothing about only one component being under warranty and I was told all components were covered.

Fast forward 4 1/2 years and the left two burners on the GE induction cooktop stopped working. I called BrandSource, the company Appliance Factory makes me use for repairs, to service the cooktop and told them I had a 10 year major component warranty for the cooktop. They sent a service technician out to repair the cooktop and said nothing about the warranty. When the service technician arrived he looked at the cooktop and said we didn't have a warranty and he charged us $65 and didn't even touch the cooktop. He also said even if we had a warranty that we wouldn't be covered because the main generator module that needs to be replaced isn't considered a major component. What? If the main generator module isn't a major component then what is?

Fast forward a week and I went to the Appliance Factory & Mattress store that sold me the kitchen appliances and explained the situation. The store manager told me it looked like we should have a warranty, he didn't know why BrandSource wouldn't do the warranty work, and he was there to make sure I was taken care of properly. He gave me a phone number and told me to call their warranty department on Monday when they were open.

On Monday I called the phone number and got a recording; six times. I then called Tuesday and got a recording twice so I finally left a message explaining the situation asking for them to call me back. Over a week later and they still haven't called me back.

I then called the President's direct number listed on the Appliance Factory & Mattress Outlet web site and got a recording stating the mailbox was full. I called back the next day and again got a recording. This time the mail box wasn't full and I was able to leave a message.

Three days later I received a call from BrandSource and the person said I was under warranty for the refrigerator but not the cooktop. He also said that BrandSource the company had no affiliation with Appliance Factory & Mattress Outlet and that I'd have to talk to Appliance Factory & Mattress Outlet to get the warranty resolved.

So, in summary, I purchased four appliances and was told I had a warranty on all four appliances. When one of them went out I was told the appliance that was faulty was not under warranty and the repairman charged me $65 for that information and he didn't even touch the cooktop. I was then told by the store manager to call a number that nobody answers. I was then told by BrandSource that it's not their problem and I should go back and talk to the store manager.

Appliance Factory & Mattress Outlet is not running an honest business. They say one thing but do another and then send you on a wild goose chase trying to get answers from phone numbers that nobody answers. Shame on you Appliance Factory & Mattress Outlet. My money for future kitchen appliances, laundry appliances, and mattresses will be spent elsewhere.

My daughter and I have been dealing with Appliance factory and mattress king since Dec. 2015...All together we have a total of 5 used stackable washer and dryer which all have issues.

No one ever returns our phone calls. They never bring any parts with them, They left dents in my kitchen floor. My daughter has spent a lot of money on different hoses and etc. They wont give us a refund and we were promised on this 5th one it would be new but was used and had lot of scratches and dents.had a lot of dents on it .Well this one the washer now does not work and the clothes do not dry at all.

We had to spend a lot of extra money @ the laundry mat and this is a handicap since my husband has dementia... We went out today and bought a new one and hope that appliance factory will do the right thing and give us our money back.