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

  1096 S Sable Blvd Aurora, CO 80012-3796

• 

  Appliance Factory & Mattress Kingdom

  1661 28th St Boulder, CO 80301-1001

• 

  Appliance Factory & Mattress Kingdom

  1045 Zuni St Denver, CO 80204-3337

• 

  Appliance Factory Mattress Kingdom

  490 Ohio Pike Suite 1 Cincinnati, OH 45255

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:06/19/2025

  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.

  We purchased a dishwasher on 6/14/2025, upon attempting to install the until it was noted that the two rear leveling feet were missing. I continued with the instructions and ran a wash cycle per the installation instructions and the unit would not complete a dry cycle. I uninstalled the unit and took it back to the store in hopes of exchanging the unit for a different one. I was told the the return would need to be approved before the return could be accepted. The sales representative sent an email requesting approval of the return and that request was denied. The receipt does not state returns must be approved, the receipt and the sales representative both state that there will be a restocking fee up to 50% of the purchase price of the product. No where does it state refunds are not accepted or that an approval was needed as part of the return process.

  Customer Answer

  Date: 06/21/2025

  Amanda, the company reached out to me and have agreed to issue a refund and to take the product back. I would like to close out the above referenced case, as this matter has been resolved. Thank you for your time, consideration and assistance in this matter.

   

  Paul Griego

• Initial Complaint

  Date:06/16/2025

  Type:Delivery 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.

  On 6/7, we purchased a refrigerator and stove, with delivery scheduled for 6/13. We paid extra for removal of old appliances, a stove cord, and water lines for proper installation. At the time of purchase, we told the salesperson that due to my husbands medical test on the morning of 6/13, we needed to be one of the last stops of the day. We were assured this wouldnt be an issue since deliveries in our area are typically scheduled for later in the day.On 6/12, we received a notification that our delivery was scheduled between 710 a.m. My husband called the general manager to explain the issue, and while the warehouse was closed at the time, we were told a note would be sent for the team to address in the morning. At 8:30 a.m. on 6/13, we received a call that the drivers were on their way. My husband reiterated the situation, and the driver said hed check with his supervisor and call back. He never did. We attempted multiple times to reach him with no luck and were given no updates.We were forced to cancel my husbands medical appointment, incurring a $100 cancellation fee. Then at 3:30 p.m., we were told our delivery wouldnt be arriving at all and was rescheduled for 6/14.On 6/14, delivery was made around 8 a.m. The old appliances were removed, and the new ones were brought in. However, the stove cord was missing, and the fridge water line was broken and not installed. The driver did not mention either issue and simply left us with two non-functional appliances. We have children and need access to both.Weve spent the last two days trying to resolve this through the local store with no success. We had to purchase a cord separately just to be able to cook, and as of 6/16, the fridge remains unhooked with a cracked shelf.This entire experience has been frustrating, costly, and unnecessarily stressful. We are requesting a resolution, including reimbursement for incurred costs and full functionality of both appliances.

  Business Response

  Date: 06/24/2025

  Hello ********,

  Thank you 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 the $200 credit. 

  Please reach out with any unresolved issues. 

  Thanks again,

  Customer ********************** Manager

• Initial Complaint

  Date:06/07/2025

  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.

  Mattresses purchased on 5/2/2025. Purchased a Dreamcloud brand as the process for returns was 365 days. Was never provided the comfort exchange policy at the time of purchase, and never advised our purchase didn't include the ********** purchase guarantee! So disappointed to learn that after 30 days of sleeping, we weren't able to receive a refund. We even asked for an exchange for another item in the store, since we were so uncomfortable in our bed.

  Business Response

  Date: 06/16/2025

  Hello,

  Thank you for working with us to resolve your complaint. 

  Your exchange is scheduled for the 22nd of June. I have attached the Credit Memo for your reference.

  We hope you are fully satisfied with this resolution. 

  Please feel free to reach out with any outstanding issues or concerns. 

  Thanks again,

  Customer ********************** Manager

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23439563
  
  I am rejecting this response because: i do not understand the response? what does "Your exchange is scheduled for the 22nd of June" mean? I am requesting a refund. Please advise. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/25/2025

  Apologies for the confusion. 

  The district manager, **** ****, has been trying to reach you to resolve this matter. Please call him at  ************.

  Your purchase qualifies for a comfort exchange. Once you contact ****, he can help you get this resolved. 

  The date previously mentioned date was a place holder. 

  We are looking forward to hearing from you.

  Thank you,

  Customer ********************** Manager

• Initial Complaint

  Date:05/02/2025

  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.

  On May 17, 2025 I purchased Samsung Induction Range from Appliance Factory in ************, *** The cost of the unit was $844.12. They installed the range on May 22. The delivery driver pointed out damage to the unit and said he took pictures for manager and a repair person would replace the part. I then pointed out additional damage and that the range top did not turn on. He said I needed an app to configure the appliance. When he left I tried everything to turn it on and noticed the control panel was broken also. I called the store 10 minutes later and spoke with the sales person (****) that said they would get me a replacement. They are now saying I need to file a repair ticket with an appliance repair person to come out. I requested a replacement as the unit was not functioning and broken when installed as pointed out to the delivery person. It's unfair to put the burden and cost on me to fix a problem they created.

  Business Response

  Date: 05/14/2025

  Hello *****,

  Thank you for working with us to resolve your complaint. Customer satisfaction is very important to us. 

  Your exchange has been authorized. We hope the exchange provides full resolution for you. 

  Please reach out with any outstanding issues. 

  Have a great day,

  Customer ********************** Manager

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23278439
  
  I am rejecting this response because:

  I received a call from ***** the ************ sales manager on May 7 stating a "replacement credit" was approved. However, the delivery manager was out for 2 days. When he was back, ***** was to call me back and schedule a delivery. I have not heard from anyone since. This is the 3rd time Appliance Factory has approved a replacement and then changed business tactics to deflect responsibility.  I can't consider this issue resolved until I actually have a refund or replacement in my home.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/04/2025

  *****,

  Thank you again for your patience during this process.

  I see your new unit was delivered and installed yesterday. 

  We hope this replacement unit resolves your complaint. 

  Please feel free to reach out with any outstanding issues. 

  Have a great day!

  Customer ********************** Manager

• Initial Complaint

  Date:04/29/2025

  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 washing machine ( brand new) on 04/12/2025 , I took it home that day . Washed 2 loads of laundry and it quit working . The store told me they cannot do anything about since I took it home , and they didn't install it . They couldn't deliver it until a week out. I wasn't told about this at the time. I had to contact ** as it is under warranty for 12 mo. ** said they were 3 months out for my area . Contacted the store again , they said to call B&M repair , I did they came out on 4/18/2025 fixed the washer . On 4/26/2025 it stopped working again , called the store . They said call the repair shop again , until it is deemed unrepairable they cannot help me. Called the repair shop they will be out again on 05/01/2025. I was told by the office , they cannot deem it unrepairable and she doesn't know why they said this to me. I was asked if I know how to operate the machine . I am 60yrs old yes , I do . I have purchased from this store , previously a washer and dryer set refrigerator all with out issue . I am not asking for my money back , just a new machine . I have my 3 grandchildren residing in the home with me so I need a washer that works correctly . did tell the repair shop to keep me on the list of service every Thursday for the next 12 mo , she can't do that . This washer isn't even a month old and I have had to have it serviced twice.

  Business Response

  Date: 05/14/2025

  Hello *******,

  Thank you for working with us to resolve your complaint. Customer satisfaction is very important to us. 

  Your exchange has been authorized and we are waiting for your response to schedule the exchange. Whenever you are ready to get that scheduled, please reach out to the store manager, ******. 

  Thank you again,

  Customer ********************** Manager

  Customer Answer

  Date: 05/20/2025

  Thank you for your help , they finally replaced the washer with an additional amount of course. At least we have a working machine. Will never go there again 

• Initial Complaint

  Date:04/28/2025

  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.

  The washer and dryer are no good, the washer causes water damage in my wall trim. We had to repair the damage the washer caused us. I have called the manager and he declines to assist.

  Business Response

  Date: 04/29/2025

  Hello ******,

  We have reviewed your complaint. You purchased an Amana washer and dryer set on 2/20/25. Your washer and dryer were delivered on 2/22/25. 

  The delivery was completed at your garage, please see the attached photo of the boxed appliances placed in the garage. The attached invoice clearly indicates a garage delivery. 

  Appliance Factory DID NOT provide installation services. It is not recommended to use old/used connectors when hooking up a new appliance.

  It is our understanding that you reused the old connectors against advisement. We can not verify your damage claim based on the facts stated above. 

  If there is a functionality issue with the units themselves, ***** will provide service for you as the units are still under manufacturer warranty and you did not purchase additional warranty from Appliance Factory at the time of purchase. Visit the ***** customer portal below to schedule a ********************** call. 

  **********************************************************************************************************************************************************************

  We value customer feedback and customer satisfaction is very important to us. We hope you get the resolution you desire through Amana service. 

  Thank you,

  Customer ********************** Manager

   

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23258842
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Mu husband used the new connectors to the new washer and dryer set we purchased. That is a lie and I dont appreciate you saying false information. Yes my husband asked to keep the old ones just to keep them if Im case we ever need to use them for someone else. 

  Business Response

  Date: 05/30/2025

  Hello ******,
  

  To reiterate:

  We have reviewed your complaint. You purchased an Amana washer and dryer set on 2/20/25. Your washer and dryer were delivered on 2/22/25. 
  The delivery was completed at your garage, please see the previously attached photo of the boxed appliances placed in the garage. The previously attached invoice clearly indicates a garage delivery. 
  

  Appliance Factory DID NOT provide installation services. Therefore we have no knowledge of how the units were installed. 

  We can not verify your damage claim based on the facts stated above. Appliance Factory accepts no liability for the faulty installation of units that Appliance Factory did not install. 

  If there is a functionality issue with the units themselves, Amana will provide service for you as the units are still under manufacturer warranty and you did not purchase additional warranty from Appliance Factory at the time of purchase. Visit the ***** customer portal below to schedule a ********************** call. 

  **********************************************************************************************************************************************************************

  We value customer feedback and customer satisfaction is very important to us. We hope you get the resolution you desire through Amana service. 

  Thank you,
  Customer ********************** Manager

• Initial Complaint

  Date:04/28/2025

  Type:Delivery 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 new refrigerator from this business on 4/19 with delivery scheduled for 4/26. I called the morning of 4/26 and was given a delivery window of 1:30pm - 5pm. I called at 6pm to get an update when said refrigerator had not been delivered and was told that it was now not coming until Wednesday 4/30. This missed delivery is for a new-build and as a result I have no means to preserve all of my food from my previous home. Everything had to be thrown away. I estimate my losses at nearly $1000. My point of contact blamed the issue on a new guy answering the phone and giving me misinformation regarding the delivery. My paperwork shows 4/26 as the date to be delivered. I expect compensation for my losses as a result of the companys **************** of the writing of this complaint, I still have no confirmation of this delivery date.

  Business Response

  Date: 05/07/2025

  Hello,

  Thank you for working with us to resolve your complaint. Customer satisfaction is extremely important to us.

  We are so happy to have been able to come to a resolution.

  Please reach out if there are any outstanding issues.

  Thanks again,

  Customer ********************** Manager

• Initial Complaint

  Date:04/01/2025

  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 bought a Maytag washer on 3-31-2025 used to wash 1 load it did not rinse the clothes and the top of agitator fell off took it back on 4-1-2025 they will not take it back I was willing to just buy another machine if they would of taken this one back and give my money back

  Business Response

  Date: 04/15/2025

  Thank you for working with us to resolve your complaint. Customer satisfaction is very important to us. 

  We hope you are enjoying your new appliance!

  Feel free to reach out if there are any unresolved issues. 

  Thank again,

  Customer ********************** Manager

• Initial Complaint

  Date:03/28/2025

  Type:Delivery 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.

  Date of invoice-September 25, 2024, total monies paid $3546.01. Company represented that the ****** KitchenAid Downdraft Range" was newly manufactured only to affirm from ********** that it was manufactured October, 2015 and registered/warranted November, 2015 resulting it being a "USED UNIT" making this a fraudulent transaction. Upon delivery to our home, the installer indicated it was missing the original parts. Supposedly receiving the alleged correct parts, the unit was installed only to discover by a service tech that one burner insert was defective, one burner insert was cracked and the oven baking element was defective. No response has been received from company after numerous telephone calls and written letters. We are requesting that the unit be retrieved and a full refund of all monies.

  Business Response

  Date: 04/08/2025

  Hello,

  Thank you for working with us to resolve your complaint. Customer satisfaction is very important to us. 

  I have followed up on your complaint and our records show your appliance was serviced on 3/31/25 and unit was repaired and is working to specs. 

  Please feel free to reach out with any unresolved issues. 

  Thank you again,

  Customer ********************** Manager

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23130734
  
  We are rejecting this response because:  You have not addressed the issues spelled out in two previous letters written to AFW. You have ignored numerous telephone calls and we have not received any response.    The unit was sold as "INBOX", only to be discovered it is 10 years old.  Due to missing/defective parts, it was clearly used for other units that required repair, and clearly is a "refurbished" unit with "attempted" repairs.  Since this model has been discontinued,  we may not be able to get parts in the future.  We were let to believe by the store manager who stated "we need to inspect prior to repurchasing the unit", which was never the intent and was fraudulent.  Upon a recent inspection, one of the replaced burners is defective/mis-functioning again.  It is time to admit that Appliance Factory Warehouse mis-represented us in this purchase.  Since the prior employees falsely represented ***, you need to rectify this ongoing dilemma.  
  
  Sincerely,
  
  Jlee And *** ******

  Business Response

  Date: 05/14/2025

  Mr. and Mrs. ****************** attorney has been in communication with you regarding this complaint and the related complaint with the Colorado AG's office. See attached correspondence. 

  For reasons outlined in the attached correspondence, we consider this matter to be resolved. 

  If you require additional service, please reach out to Product Protection Plus, **************************************

   

  Thank you for you patience,

  Customer ********************** Manager

  
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23130734
  
  See attached response 

  Business Response

  Date: 06/06/2025

  Below you will find our answers to your specific claims. We hope this clarifies our position and helps to resolve this matter in full. 

  Customer claims are in quotes, followed by the answers from the **** legal department. 

  -"The product was delivered outside of a box, had visible scratches, and was missing critical parts." - Not true, see Attachment 3 (deliver receipt, they had an opportunity to inspect the appliance at delivery)

  
  -"On March 11, 2025, ********** confirmed the unit was manufactured in **************************************************** November 2015 nine years prior to our purchase. We were never informed of this history, and no explanation was provided regarding the 10-year gap in product chain of custody." -  Not true, **** has an email from ***** Vinela, our WP *** that shows the Enfers were the first to register it in Nov.  We are not going to provide ******* email but you can se we confirmed it with WP; moreover,  you will see Attachment 4 is our warranty service in which WP approved the warranty service and we billed WP for the warranty service.  WP and no mfg. warrants a used or previously registered product.  
  
  -"The delivery team was in a hurry, and the installer was unavailable due to a back issue." - Not true, again,  see Attachment 3 (deliver receipt, it was installed the same day)

  
  -"The delivery receipt omitted key serial number or identifying information, making it impossible for us to confirm which unit was delivered." - True, but Attachment 3 has model number on it and references the sales receipt with the serial (Attachment 2) -- the serial on sales matches their stove Attachment 1 (photo from installer in Dispatch Track).  Again, they got what they bought.

  -"AFW claims the unit is now fixed, but that is not accurate. After the repair on March 31, 2025, we noted that two burners remain unbalanced (high on one side, low on the other), and the small burner goes out entirely when set to low." - We do not know this as they did not tell us (Brandsource) or WP that the March ***** repair did not fix this issue.  The first we heard of this is when they made the ** AG complaint and now with the BBB.   In other words, we can't fix what we do not know.  If true, WP would still authorize us to repair under warranty as the March warranty repair was incomplete -- they need to take that up with WP.

  -"Furthermore, we never received a copy of the BrandSource inspection ***ort, despite our request." - There is no inspection ***ort, the inspection ***ort is Attachment 3, the repair bill we sent to WP.  Brandsource (which is an authorized WP warranty servicer) tech explained the issues to the customer at ********************** -- they tested the stove after repair, everything was working.  We have no "inspection" we have a warranty diagnosis and repair.
  
  -"Prior to this escalation, we made multiple calls to AFW staff including managers and even left three voicemails on the company presidents hotline. We received no response." - This customer made threats to sue early.  Once that threat is made, we treat the issue as a legal issue and they are only allowed to talk with me (legal dept).  They have been in touch with the **** attorney. 

  Please feel free to reach out with any further questions.

  Customer ********************** Manager

  
  

• Initial Complaint

  Date:03/18/2025

  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 brand-new dishwasher, factory sealed from the *********** store. Brought the unit home, hooked it up and the first time it was turned on it errored out within ***** minutes. The unit was reset multiple times but continued to error out once it reached the drain cycle. I contacted the store who said it was out of their hands and accused me of dropping it or cutting a wire during install. They said they test every unit before it is sold, WHICH IS A LIE considering it was supposedly factory sealed when I bought it. I hired my own plumber to check the unit who confirmed it was installed correctly and there were no wires cut or damage seen. The manufacturer sent a service tech out who confirmed it was installed correctly and it was a defective pump. I now have to wait an additional 7-10 days for a part for a BRAND NEW dishwasher. I paid for a brand new unit and I do not think it is right that it already needs to be repaired. The store refuses to work with me to do an exchange or refund.

  Customer Answer

  Date: 03/20/2025

  Hello,
  
  This complaint has been resolved, please advise how to cancel.
  
  Thanks,
  ***** *******