Appliance Factory & Mattress Kingdom

SALES PROCESS — 5 stars
Ted was patient, never pushy, and extremely informative and helpful in selecting the right washer & dryer for our needs and wants. As this was our first big appliance purchase ever, we probably were in and out 3 times in our decision making process and checking out other stores and products. When we would come back in and if Ted was busy with another customer, the others on the sales team were more than willing to help and answer questions. They were a pleasure to work with.
DELIVERY PROCESS — 2 stars
Delivery arrived as scheduled with call ahead the day prior as well as a few hours prior. They hand carry the units (using straps on their backs versus dollies that would roll on your floors). Set up was fairly quick (about 20 – 30 min in all), though extra parts were needed to complete the set up and we were charged extra for this, which we thought was covered under the sales process. I would have given them 5 stars, but have to drop to 2 because the lead delivery man made inappropriate comments under his breath in Spanish (not knowing that we also speak Spanish) to his co-​worker about our lifestyle and assumed net worth.
PRICING/​REBATE PROCESS — 1 star
While the price was competitive and they will match other store prices & sales, they use rebates in their sales process. I don’t mind rebates, however Appliance Factory/​Brand Source/​Arris Resources is in NO RUSH to send back rebates. So while it may seem like a great deal/​purchase with rebate offers, don’t expect to get your money back anytime soon. We bought our washer/​dryer set in late January and they were delivered on ²⁄₁₀. Mailed in rebate forms on ²⁄₁₈ and rebate forms received shown as received and processing on ³⁄₁₀ (you can login to website to check status). It is now ⁶⁄₁₀ and still no rebate checks or status updates. Rebate forms state to «allow 12 weeks from the date we receive your request for delivery of your check.» Conversely, online it states «the processing and/​or distribution of your rebate check can take up to 16 weeks from the postmark date.» Almost half the year has gone by since I put the purchase on my credit card. I hope and pray I get my checks soon (or ever), as this rebate deal was the reason I purchased the set that I did.
WARRANTY PROGRAM & SERVICE — TBD
Purchased extended warranty to cover service for 4 years and parts for 10 years.
OVERALL — 2.5 stars

This isn’t so much of a review as its a little inside perspective into buying appliances from someone who used to sell them. I worked for Appliance Factory for several years and can say I wouldn’t buy an appliance from another retailer around. BUT like ANY retailer, a bulk of your experience depends on you, as the customer.
1)Do your research! The sales staff is second to none in terms of product knowledge, but you need to have an idea of your budget before you go in.
2)out of box units are a great way to save money. They are still new, but will have varying cosmetic damage… Your new appliance is gonna get scratches anyways, save a couple hundred bucks for one or two more if you can
3)I’m not saying whether you should buy a warranty or not, but I’m saying life happens and any appliance can break after the manufacturer warranty expires. I bought it on mine and thankfully haven’t had to use it, but the piece of mind was worth it to me.
4) MEASURE! You’ve been in your home, they haven’t. That’s on you if it doesn’t fit.
5) be honest with the sales person as to your reservations. They want to sell you what you want, it does them no good if you’re unhappy. So if they are barking up the wrong tree then tell them that so they can show you something else.
6) not all sales people are created the same. Every retailer wants you to have a uniformed experience, but that’s impossible. I recommend Rick, Mo and Anthony at this location. They want to earn your business, and they will do it the right way.
7) finally, understand every appliance retailer has a restocking fee if you have buyers remorse. No one can run a successful business by returning used appliances. This goes back to #1 which is do your research. Not all appliances are created equal, so don’t expect a $ 400 washer to be whisper quiet and handle large loads.
I hope this helped someone. And remember, take every review with a grain of salt. Typically I only review restaurants when I’ve had a bad experience… And I rarely do when I’ve had a good. Unilocal is a tool used by disgruntled consumers to exact a little passive aggressive revenge, and tell their exaggerated version of what really happened.

The product we wanted at a good price. On time delivery even in a snow storm.

Ted was a real professional and awesome to work with. He was knowledgable and not overbearing or pushy. We will be back to work with him again for future purchases.

I had seen some good reviews on Unilocal so I decided to check it out. A man greeted me at the door and even though I told him I needed some time to look he tried to sell me a dented refrigerator and told me he could give me a deal on it. I told him I wasn’t interested and he completely walked away. Another woman helped me in a more sincere manner; she gave me some pricing, etc. I came back later that night and the same man approached us and started talking about all of the refrigerators he showed me (which he really didn’t) even when I told him someone else had been helping me. I figured he was trying to stake his claim on a commission and just wouldn’t leave us alone. It was all just so high pressure and frankly felt like buying a used car from someone. I ended up going somewhere else and getting a better price because I didn’t want to stop in there again. I also read about some bad consumer complaints online with the BBB so I am definitely leery of ever doing business there.

I needed a new wall oven door but the model had been discontinued by Jennair. So… I had to buy a new oven. Rick Bustrack helped me find a new one. He did not try to sell me one that had things I didn’t want or need. He was able to fmd a Kitchen Aid which was reasonably priced and just what I wanted. The delivery and installation went smoothly. Steven Attebery, the guy from Brand Source, was on time and very professional. We have bought both parts and appliances in the past with no problems, whatsoever. I would highly recommend them.

I will never shop here again and I recommend that you do not either. My husband and I purchased a brand new front load washer and dryer from this company. The washer did not work from day one. We had 5 or 6 different service calls out (between the company that Appliance Factory makes you use — Brand Source, and the manufacturer’s repair company that they also make you use). We were told that our brand new washer would not be replaced, that they would just keep trying to fix it until it worked… totally unacceptable when I paid for a brand new washing machine that is supposed to work. We were given the run around and told to talk to the manufacturer and then to Brand Source and back and forth. They lost service records, records of diagnostic checks being done, and argued with me every step of the way. I had to keep one poor service guy at my house to talk to them because they insisted there was no service call that day (only when I put him on the phone because he was still standing right in front of me did they finally accept that fact). We had to chase down executives in this company to finally get the washing machine replaced. There is no level of what’s right for the consumer with this company and just as an FYI, they do not take their products back so you can’t return a defective unit that they sell you (which seems to happen pretty frequently if you look at other reviews). As I started this post with… I will never shop here again.

The salespeople were very friendly and helpful and we got exactly what we wanted after many road trips comparing prices. We are very happy with our choices and can’t wait till we get everything delivered

We just purchased a dishwasher this afternoon. Rick was very knowledgable and helpful. It was a simple and pleasant experience. We will definitely go back to Appliance Factory if we are in need of another appliance.

Rick gave us very good knowledge service for our purchase of a new range
We will certainly come here again

We purchased a refrigerator 6/​23, last Tuesday. Our salesman told us we could get Saturday delivery for an additional $ 10 and that we would get a call Friday between 4−8pm with our delivery window the next day, Saturday.
When we didn’t get the call on Friday we called their «Presidents Hotline» which was a recording saying that they would get back to you. I Left a message asking for a call regarding our delivery window. No call back from the «Presidents Hotline.»
When I called Saturday morning I pretty much got the old uhh. umm, and nobody could say if we were scheduled for delivery. Finally, after calling three times, I reached Isabelle (sp) and she was able to tell me that we were in fact «not going to get our refrigerator today» So where we are now is we are scheduled for Monday ⁶⁄₂₉ and were once again told we would be called with a delivery window.
One star until I see how this is handled. More to follow…

NOT RECOMMENDED! A month or so I wrote a rave review about the sales and service I’ve had at Appliance Factory both in the past and currently. Since then, people have not returned phone calls, they delivered an out of the box, damaged refrigerator instead of a new one that had been ordered (and, I was asked to sign off on the damaged, out of box unit!), the dishwasher was sent without attachments and the strip kit for the rear of the stove was either not in the box as the salesman said it should have been or it’s not included at all and needs to be ordered, according to the delivery driver. I was then told that I would be called either Saturday or Sunday, June 7, and, no calls. When I called today, I insisted on a refund, today, which I did get. But never so much as a willingness to replace the appliances or much of an apology for the problems. Mistakes, even seemingly bad ones, can happen but when people don’t call when they say they will, don’t try to make amends or act apologetically, that’s the end of any future business relationship for me. I would not recommend Appliance Factory for their lack of accuracy in delivering products, their inability to return phone calls, not calling when stated and unwillingness to even offer replacement appliances. PS Just read 2 previous reviews and it seems they had very similar issues. Clearly, reasons to take your business elsewhere.

CHECK OUT THEIR BBB RATING OF «F». My 94 yo dad purchased a refrig over the phone. 1. Wrong and cheaper item delivered 2. Ice maker not installed 3. no return calls despite promises and no responses to numerous emails starting at same day as delivery. 4. Item delivered not in box, and appears to be used. Just want item returned and credit issued. Have filed complaint with Colorado AG’s office. Draw your own conclusions.
4 – 27; 7:45pm «Today» as the business responded, came and went with NO CONTACT or attempted resolution. What a joke! Also, read the BBB report; the 129 complaints don’t have to do with a logo on a truck. Applicance Factory, at this time, for this situation, a crooked sham.

The customer service can’t be beat here! They are very knowledgeable and always incredibly helpful. Great prices to top it off!

Great selection of appliances and friendly staff. Rick was a great help and we will be back!

BUYER BEWARE! Stay away from this place, no matter how good of a deal you think you’re getting. I purchased a «new» refrigerator with a dent on the freezer door. They delivered the wrong refrigerator — one that was used, refurbished (meaning that the ice maker was removed and the freezer not properly sealed), and I’m not even sure it’s the same brand that I picked out at the store. My husband was home when they delivered it (they were late to deliver it — didn’t call ahead like they said they would — so he stayed at home waiting for them), and he didn’t match the serial number of the refrigerator on my purchase receipt to the serial number on the delivery receipt, and signed for it. The next day, I noticed that the freezer was icing over and then melting into the refrigerator below. At first I thought it wasn’t sealing correctly, but then I noticed the holes from where an icemaker had been removed. The refrigerator drawers at the bottom were also hotter than the rest of the inside of the fridge. That’s when I noticed the serial number discrepancy and called the store. But because we had signed for it, and hadn’t purchased the extended warranty, there was «nothing they could do.» They told me to call GE for service. GE had no record of the model number and/​or serial number for my refrigerator. I’ve now been stuck with this piece of junk for 6 months, and while it generally keeps our food frozen and cold, it constantly turns on, the freezer still drips into the refrigerator, and the cooling is very inconsistent. Sometimes the food at the back freezes while the food in the drawers is warm. It’s so frustrating to have spend over $ 700 for what was supposed to be a new refrigerator, and to have a used, broken one delivered. I’ll never purchase a thing from this lying, cheating, scammy store.