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:12/14/2022

  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.

  Purchased a ******* Washer and Dryer in March 2022 with additional warranty. In June 2022 washing machine began making horrible noise, called and tech was sent out. Tech found that the weights above and below the drum had busted off and were banging around inside. Tech suggested a replacement machine. Almost 2 months later my machine was finally repaired. Fast forward 2 months, washer broke again, same problem and again Tech suggested replacement. Tech suggested I call the Appliance Factory "Presidents Line" to talk about replacement, this is a line that is apparently never answered by a live person you just leave a message and no one ever calls you back. I am over a month waiting on repair for the second time. I have called 4 times now and have heard nothing back

  Business Response

  Date: 12/20/2022

  Parts were on back order for customer. We are currently trying to get the manufacturer to replace the unit for customer since the parts are on back order. And have a backup plan with another service call from our team to try and repair the unit. 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18575865
  
  I am rejecting this response because: I have received a couple phone calls from the Appliance Factory Mattress Kingdom store where I made my purchase. They say they are working on a solution but still not calling me back half the time. Waiting for a call back with a decision on a solution.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/10/2024

  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 a return/exchange was processed on 1/17/23. Did this return/exchange resolve your complaint?

  Let me know how I can further be of service in resolving this matter.

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:12/13/2022

  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 purchased a washing machine from Appliance Factory 1 yr ago. I purchased an extended warranty with the washer. On Thanksgiving the washer stopped working. I contacted the local store to begin warranty claim. They told me their service tech would contact me for appointment, which he did. He said it would be the following week before he could fit me in. After a week of not receiving a phone call for service and calling to leave messages I called the service tech. He came out that day, and confirmed that he could not repair and would send claim to warranty. It is now 12/13 and I have yet to receive a call about an appointment for repair. I have called numerous numbers supplied by the ********** store, and left numerous messages. No one has called me back. I feel that I am getting the run around and that the warranty that was sold to me was a scam.

  Business Response

  Date: 04/10/2024

  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 service was completed on 12/14/22. Did this service appointment resolve your complaint?

  Please let me know how I can be of further assistance in resolving this matter. 

  Thank you,

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

  Corporate Operations Manager

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 18566322
  
  I am rejecting this response because of the nightmare customer ********************** experience I had. The unprofessional behavior of the staff locally and at the corporate offices was disappointing to say the least.  I was ghosted by a higher level corporate employee, and generally treated horribly. The response to my complaint exemplifies the lack of integrity with this company. The repair was completed in January. It took months for me to get a repair using the extended warranty I paid for at the time of purchase. During this time I was forced to use the laundromat, which totaled $496. It has been almost 18months since this occurred and this is the first this I have heard from them since the other corporate employee ghosted me. So no I do not feel like they reaolved the problem.

  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/18/2024

  Hello *****,

  I'm sorry you had that experience. In your opinion, what would be the optimal resolution for this complaint? 

  We are aware of customer ********************** issues in the past and are working hard to correct them.

  If there is a way to resolve this issue for you and leave you with a better impression, we would love to do that. 

  Please feel free to reach out to me directly.

  Thank you,

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

  Corporate Operations Manager

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

• Initial Complaint

  Date:12/05/2022

  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.

  Date of transaction was 11/08/2020 We paid $1,169.97 for the dishwasher, installation and 4 year warranty. By October 14, 2022, the dishwashers pump broke and water leaked out of it when it was turned on. I called ******************* who came right out and diagnosed that the pump was broken. We called appliance factory on the week of October 24. They instructed us to call the manufacturer. The manufacturer instructed us to call the company we purchased it from again. We called Appliance Factory again and they said they would send a mechanic out to look at it. The date was set for November 4 to have a mechanic come look at it. No mechanic ever came. On Monday, we called again to let them know no one came. They apologized and said that they were going through abrupt management changes and that a mechanic can come out November 15. The mechanic came out. He left the car running spent 5 minutes looking at our appliance, declared that the pump was indeed broken. We had to call the appliance factory again to confirm that we do get a new dishwasher. They said the first available date for install was December 2 and that the appliance was indeed in stock. December 1st a manager called us in the morning to let us know they dont have the appliance so they will not be installing the next day. We said just upgrade the model and they said theyll call us back to confirm. We didnt receive a call back and when we called the store later, we were told that no manager was working that day. We called on December 2 and were told that there is an upgraded model and well receive it Monday December 5. On Monday, December 5, we were told that the person dealing with this issue is out sick and that theres nothing that can be done. We asked for a refund of our money and they said theyd have to call us back. We have received no call at this point. Our invoice number is MW00015306.

  Business Response

  Date: 04/24/2024

  Hello,

  I apologize 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 is my understanding that you have been credited for the overage in interest charges for your purchase. Did this refund of the interest charges resolve your complaint?

  Please let me know how I can further be of assistance in resolving this matter.

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:12/03/2022

  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.

  After calling five times, the store still hasnt refunded me my $30 for a waterline they sold me on. This was completely unnecessary and the appliance delivery folks even mentioned they scam people on these all the time. Appliance factory has been playing with my money for too long. Each time I call they swear the refund is in process. Bought another appliance from them too and they never once bothered to follow up on its promised availability. I had to make all the calls until eventually they just said it was never even available. Very rude staff. Very deceptive and sleazy. Many racist things have been said by their staff. Very unprofessional and I cant believe they are still around.

  Business Response

  Date: 12/20/2022

  According to the customer, they are still waiting for their refund of $30.  I have tried to reach out to the customer in hopes of trying to get this resolved.  I am also partnering up with accounting in making sure that the refund has been processed correctly and that the customer has gotten their $30 back.  

  Customer Answer

  Date: 01/02/2023

  My case has yet to be resolved. While the sales management called a week or two ago, I have yet to see them put their money where their mouth is. Matter of fact, they are two days late on calling me back with a new scheduled date to come out. 

  Business Response

  Date: 01/12/2023

  The customer was refunded the waterline on December 2nd 2022.  Invoice created for this is MW00063643.  **** will then reach out to the customer to update him and email him the receipt of the credit that was done.  ***** also repurchased a OTR Microwave a couple of weeks ago to resolve the situation.  Customer is all taken care of on our end.  

  Customer Answer

  Date: 01/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Refund was received. I did purchase a new microwave. Was told I'd be contacted the next business day. Two weeks later, no phone call/contact. I had to reach back out to the store to organize the delivery and installation. Eventually, the problem was resolved. We are done here.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/02/2022

  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.

  Me and my wife purchased an appliances set from appliance factory located in ****** Colorado. We ended up financing through an appliance factory card that is funded through wellsfargo. In verbally going over the terms I had concerns of when the promotional terms started as it was one year 0 interest . All items were high end and not in syick due to covid and required a 4 to 6 month backorder. I wanted to insure the terms didn't start until we had the appliance. The sales rep indicated that yes o was correct not to worry until the items are in stock the terms don't start buy if I wanted to I can start paying early to give me a head start. I didn't really get w choice cause I started getting billed immediately by ********** which frankly I thought nothing of it. I projected the one year no interest terms on a basis of what I was told when the items were in stick. We received our taxes and called wellsfargo to pay the balance in full for what should have been 4 to 5 months early. I was then informed our terms expired and all the interest retrofitted so the balance was ultimately close to the original balance. We then contacted appliance factory and spoke to the manager **** in which you can here us via call recordings talking to. You can hear him agree that if the items were not in stock tge sales rep was correct in what he told us but he had to verify which he layer did and no items were I'm stock for almost 5 to 6 months after agreeing to the deal. For nearly a month **** the manager was very nice and agreed that it was a mistake on the of their end and accounting will get it fixed and it was taking time because they've never had this happen and they are sorry and will get it fix. Then he turned real fast ultimately accusing ********** on not wanting to help and unfortunately there's nothing they can do to help anymore. Still agreeing that they misreported the date of purchase causing the issue but they can't help and proceeded to get very rude and hung up.

  Business Response

  Date: 04/24/2024

  Hello,
  

  I apologize 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 is my understanding that you have been credited for the overage in interest charges for your purchase. Did this refund of the interest charges resolve your complaint?
  

  Please let me know how I can further be of assistance in resolving this matter.
  

  Thank you,
  ********************************************
  Corporate Operations Manager

• Initial Complaint

  Date:12/01/2022

  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 dishwasher from this company in June of 2022. The appliance hasn't worked since they installed it-- it won't clean the dishes, nor will it shut off -- I have to shut it off at the main switch. There have been 4 service calls completed, and the problem is not resolved. (I also called their "president's" line last week, left a message, and have heard nothing). I have video/pics to back up my claims. If you could help resolve this issue, I would be most appreciative. I'd love to have a working dishwasher in my kitchen-- I'm getting tired of washing dishes by hand. Thank you for your assistance ***** Brandner

  Business Response

  Date: 04/10/2024

  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 from my understanding, the store has authorized an exchange is waiting for you to select a replacement unit. Will this exchange resolve your complaint?

  Let me know how I can further be of assistance in resolving this matter. 

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:11/29/2022

  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 at the ******** location on 10/28/2022. It was sold to me as brand new, out-of-box. It was delivered on 11/4/2022. The water line did not function. I called the store and they sent an e-mail to the delivery crew asking for someone to come back out and help me. Never heard back. I called several more times until I finally spoke to someone on Wed. 11/16/2022 who ordered a service call from GE. They came out on Saturday 11/19/2022 and diagnosed the problem as the water system/pump not getting electricity to it. Not only was the water line completely non-functional, but when they opened the back panel to diagnose the problem they discovered the inside was absolutely filthy, showing that it was a USED refrigerator that was sold as brand new. I have been trying since 11/19/2022 to just get an answer about getting this unit replaced. No one will call me back and when I call the store to ask, they say it has been "escalated" but that their hands are tied until they get a return e-mail from corporate giving them permission to do something. I asked if they could call the corporate office and the answer was "no". The store manager is unable to resolve this and has tried resolving it with the warehouse with no luck. I need a timely resolution or a complete refund.

  Business Response

  Date: 12/13/2022

  This issue has been resolved. We processed an exchange for this customer that was completed to her satisfaction on 12/9.

  Customer Answer

  Date: 12/13/2022

   
  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:11/28/2022

  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/dryer on schedule date for delivery I get a call after waiting ***** on unit.That my dryer drum wasnt working ok cool.So I was told I was getting an upgrade due to issues false they tried to down grade my purchase my total was $1,947 so once they tried to correct and have delivery set up again the delivery driver refused to connect my units which I pd for.Then tells me he delivers for other companies and wont be me unit if i go somewhere else.So I proceed for a refund Ill pay for removing old unit and delivery for the one pc of unit brought upstairs.That was fine so since my credit carded had fraud activity card got locked so couldnt refund back on card.Here we are 11/28/22 and still waiting on refund supposed to have been mailed for $1873 and still nothing wft

  Business Response

  Date: 12/09/2022

  This customer requested a refund on October 31st. The request was sent but not approved until November 29th. Accounting has confirmed that the check is now being processed and sent to the customer.

• Initial Complaint

  Date:11/28/2022

  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.

  Purchased brand new appliances September 15th. Company installed on Sept 28th (late) and immediately had issues with ****** requiring a repair man. Oven install needed ***********, paid $300 for but has not delivered on completing this install. Today Dishwasher started leaking, damaging my floors and ceiling in basement but company hasn't responded to my request for service. only promises for call backs.

  Business Response

  Date: 11/29/2022

  *******, 

  
          I sincerely apologize for not meeting your expectations. Appliance Factory and it's trade partners strive to provide excellent customer **********************. I have spoken with Brand Source *********************** and they will be receiving the *********** piece today and are reaching out to you to schedule. During this installation they will also evaluate the dishwasher to ensure it was not an installation issue. If there is an issue with manufacturing of the dishwasher, we will advocate on your behalf with the manufacturer to get it resolved as fast as possible. Again, I sincerely apologize and will monitor this situation closely.
  
  
  *****************
  Regional Manager

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18471223
  
  I am rejecting this response because:  A tech came out 2 days ago to install the Trim on the oven and made mistakes.  A new tech came out today to try to correct this and realized we have to start over.  The first tech damaged my cabinets, leaving epoxy all over the newly refinished cabinet surround and refused to follow instructions on how to correctly install the stainless trim.  This has gone from bad to worse, and now is causing physical damage to my home.  

  Meanwhile your company refuses to service the new dishwasher that is leaking and instead made me go through the manufacturer (even though I bought your extended warranty) and they have not resolved the issue.  I now have damaged floors thanks to the leak, damaged cabinetry thanks to incompetence from the installer and am no closer to resolution or even an attempt to make me whole.

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/09/2024

  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 reviewed your complaint and it appears that this was resolved in early 2023. Is this complaint resolved on your end?

  Please let me know how I can further be of service in resolving this matter.

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:11/26/2022

  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 bought a G.E. Profile Washer, ************* Washer on 11/7/22 and paid for a warranty on the Washer/Dryer. My salesman told me I would receive units in "Front New Condition" but would have minor blemishes on the sides and back of the units, but would otherwise function as new. Before I handed him my payment, I clarified that from the front, the units would appear as they were brand new and I was told, "Yes". None of the 3 delivered met that criteria. There were significant dings, dents & scratches on the fronts of all 3. The dryer didn't even have feet. The dishwasher didn't even have the pump installed so the 1st cycle would have flooded my kitchen. After 2.5 weeks with 3 appliances in my living room, and the company refusing to pick them up until the replacements came, I had to take them back myself the day before Thanksgiving because we had people coming but no space for anyone to sit. After an egregious amount of time, and all kinds of excuses, the replacement washer still had a huge dent in the front and scratches on the door. When I attempted to resolve the situation with the manager, he told me that what I paid for was "B Grade" and if I wanted anything better than that, I would have to pay more money. I told him that I paid for "Front New Condition" because that's what the sales person told me I would be receiving before I handed him my card. The manager then told me that's not how it works. Instead, the warehouse ships the grade that is commensurate to the price that I paid regardless of any interaction or promises made by the salesperson at the point of sale. I insisted that I paid for "Front New Condition" because when I pulled out my card, that's what I was told that I would get. He kept cutting me off and would not allow me to finish my point. This business is engaging in deceptive business practices. The Mgr's further bait and switch tactic, attempting to make me pay additional money for what I was originally promised is unacceptable.

  Business Response

  Date: 04/04/2024

  Hello,

  Sorry for the lengthy delay in response time. I have recently stepped into this role and am currently going through outstanding BBB complaints.

  I have researched your complaint and it appears that there was a credit issued to you on 01/03/23, in the amount of $666.48. Did this credit amount resolve your complaint?

  Please let me know how I can be of further assistance in resolving this matter.

  Thank you,

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

  Corporate Operations Manager