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

  2816 Colorado Blvd Denver, CO 80207-3016

• 

  Appliance Factory & Mattress Kingdom

  19185 E Lincoln Ave Parker, CO 80138-8698

• 

  Appliance Factory & Mattress Kingdom

  1401 Ken Pratt Blvd Longmont, CO 80501-6598

• 

  Appliance Factory & Mattress Kingdom

  9009 E County Line Rd # 1 # 1 Englewood, CO 80112-3249

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:11/25/2022

  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.

  Beware of this company - THEY ARE SCAMMERS AND WON'T DELIVER MATTRESSES.I purchase a mattress on Nov 5th. I was told the mattress would be delivered on Nov 11th. I have been told 6 DIFFERENT TIMES that something happened to the mattress and that they would have to request it again. - 1st time - Told me on Nov 10th that the warehouse forgot to put it on the truck and they would have to put in another request.- 2nd time - several days later - Told me the warehouse forgot to put it on the truck again and they would have to put in another request.- 3rd time - several days later - Told me the warehouse forgot to put it on the truck again - 4th time - spoke to the manager *******************. He promised it would arrive before Thanksgiving and promised a Tuesday, 22nd delivery. Then he called me and said the truck broke down on the side of the road. - 5th time - I called them on Nov 25th. Spoke to Mark. He said he didn't have the mattress in their store yet. When I asked where it was, he didn't know. I said well if it's not in the store, then it still must be in the broken-down truck. Then he changed the story and said they took the mattress back to the warehouse. I told him I wanted to cancel the order. He said he would charge a restocking fee and that mattresses are non-refundable. UMMM... HOW ARE YOU GOING TO CHARGE A RESTOCKING FEE IF IT NEVER LEFT THE WAREHOUSE? HOW EXACTLY DOES ONE RETURN A MATTRESS IF THEY HAVE NEVER RECEIVED IT?!! I do have paperwork that says it is refundable. - 6th time - I called again about an hour later Nov 25th and was told a truck delivery from the warehouse was being made in an hour and my mattress may be on that truck. I asked to get a call back the same day to confirm. The employee agreed. NO ONE CALLED ME BACK! END RESULT: NO MATTRESS, OUT $2183 dollars!If you need proof that the above did indeed happen, I have voice messages, a call log with some recorded conversations, and my invoice.

  Business Response

  Date: 12/06/2022

  We have spoken to this customer and issued her a full refund.

   

   

  Customer Answer

  Date: 12/06/2022

   
  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:11/25/2022

  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.

  On September 6th 2022, we purchased a refrigerator dishwasher stove and microwave from The Appliance Factory in Westminster colorado. It has been over 2 months since we made this purchase. We have gone through two refrigerators, many attempts at getting them out here to repair both the refrigerator and the dishwasher. Neither of them have been fixed yet. We have been lied to. We have had appointments scheduled that the technicians did not show up for or call. We have tried contacting the store manager directly, he promises to call back but does not. We are at the edge of our rope right now and don't know how to resolve this issue. I have tried to take every Avenue I could to get this issue corrected and have hit a dead end at every turn. The manager we have talked to at the store in Westminster is named ****. He has been less than helpful. All I want is to get the refrigerator we purchased to work properly and the dishwasher we purchased to work at all. After 2 months it is amazing to me that this cannot be fixed. We have had damage to our home we have had people say they showed up and called and that is a lie. I have tried to contact corporate office but don't seem to be able to get through. When you call their president's ********** ends up just sending an email to the store that has not been able to help us to begin with. Please help!

  Business Response

  Date: 12/19/2022

  This customer has been resolved.  We submitted an RA from the manufacture and issued a new dishwasher that was delivered last Saturday.  I have a message from the customer stating that they are completely satisfied.  

• Initial Complaint

  Date:10/24/2022

  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.

  As receipt shows I pre paid for a pillow at the amount of $234.33. I was told 2- 2 and a half week wait. I have called and no pillow. The original sales person has not addressed me. I was told the item went "on order." It has been well past time to arrive. I was also told they were at the ********** warehouse and no one knows what happened, another employee said that was a lie. I would like a refund as no one seems to know or care if I get my pillow that I had to pay for. I consider payment in full without delivery of item a breech in contract on the sellers end. I would like a full refund in the amount paid of $234.33.

  Business Response

  Date: 11/04/2022

  This has been refunded to the customer.

• Initial Complaint

  Date:10/06/2022

  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 Kitchen Aid refrigerator from this company along with the additional service contract.. since purchasing the ice maker has failed to work consistently. I have contacted the service department and had them out to fix it on at least 5 occasions, the problem is that they have attempted to fix it but clearly have no idea what they are doing as it still doesnt produce ice and is leaking water down the door and damaging our floors. I have called several times (6) but havent received a call back. I have left messages but feel like they are purposely ignoring me. I

  Business Response

  Date: 10/10/2022

  Called the ************ that left a BBB complaint. Their Product Protection Plus policy has expired on 09/07/22. The customer sill still have a 60 day warranty on the parts we had put in from the last service call. 60 Days expire 11/29/22 we put in an Ice maker and Fan because that was making a noise and a faulty heater. A voice mail was left to the ************ also I mentioned the text number that we have previously communicated with the customer. We have not heard back since 09/29/22. Unfortunately their Policy does not cover if a manufacture defect accrues and does damages.The policy is there to cover cost of parts and the labor associated with repairs due to defect.

• Initial Complaint

  Date:09/13/2022

  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 the ** Signature Suite Kitchen appliances. I also, purchased the extended warranty through Brand Source Appliance Service and Repair. Their phone number is 303 758=5808. Their website is BrandSourceService.net. So, it all began on April 11, 2022, I call and complained that not only does my oven door pop open during the baking cycle, you can also see light around the door. They sent a guy out and he said that it needed a new gasket. 2 months later the gasket comes in and the guy replaced it. The first guy agreed that you could indeed see the light and said he did all he could do and let Brand Source know that it was not fixed. So, Brand source calls me and says they had to send a second guy out for them to be able to file a claim with the warranty. So, the second guy shows up. He said, that the new ovens were made this way and that they don't seal properly anymore because the doors are hollow and that it was *****'s fault. He also went on to tell me as long as my oven heated they did not care if I could see light and loose heat while baking. So, I called Signature Suite and they said that is not true the door should close so that you dont see light around the over door. On August 26, 2022, I called Brand Source again to tell them what ** Signature Suite said. Also, reported that my dishwasher rack had cracks at the joints in the middle basket and it is rusting. I have called back several times and get a message asking me to leave a message. I have left several and they have not returned my call. My extended warranty with Brand Source Service expires September 26, 2022. I think they are giving me the run around so that when my warranty expires they wont have to fix the issues.All I want is for my oven door to close properly so I don't lose heat and replace my dishwasher basket.Can you please help me?

  Business Response

  Date: 09/14/2022

  In response to customer *******, the extended warranty is through a third party Product Protection Pulse. We help facilitate the service calls for them. Our Initial tech came out saw a possible damaged gasket. Replaced it notice a bit of light still coming through no defects in the hinges and the door. The door aligned up to the frame of the unit. The machine is leveled. Second tech for a secondary opinion adjusted the door and cleaned there glass and a gesture since general maintenance is not covered under that warranty. We do apologies for the extra comments that were made and that were unnecessary about any political aspect. This will be addressed. We can ask for pictures to forward to ** if this is a known issue but as the two tech noted there is no defect in the door for the warranty to replace parts.

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18022871
  
  I am rejecting this response because: The first tech still acknowledged the issue and reported to the company that he did all he could do and could not explain why the door still showed light.  Hence, why the second tech was sent out the next week because they said they needed 2 opionions to activate the warranty or whatever.  That statement is a blatent LIE.  I do not appreciate the dishonesty.  The manager did call me this morning.   He is currently working on it.  Fingers crossed, this issue will be resolved.  It is absolutly ridiculous that I have wasted so much time and energy just to get the manager to respond to warranty issue.  I have spent countless hours trying to get this resolved.   

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

• Initial Complaint

  Date:09/12/2022

  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.

  We bought a mattress from this company. The sales rep told us we were getting a different base for the mattress than what we got. When we brought to his attention, he denied it. We were then told they would get us the base we wanted, then went back on his word. Also, the base we received, was broken. We tried to contact corporate, but still havent heard back from them.

  Business Response

  Date: 09/14/2022

  This unit is being fulled replaced on Friday 09/16/2022. 

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18016039
  
  I am rejecting this response because: today is 9/16/2022 and we have not received the replacement. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/22/2022

  The replacement is being sent tomorrow per conversations with the customer. 

• Initial Complaint

  Date:09/10/2022

  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 Whirlpool refrigerator from the ******** store on 5/28/2020, the receipt is attached with all the details. I called on 3/23/2021 for service because ice had built up on the vent in the refrigerator and pushed the door open. The repair was scheduled for 4/28/2021. We lost all our food during the wait for repair. I asked for and was not given the forms needed to claim the loss. On 7/8/2021 I called again for service for the same problem, and the repair was scheduled for 7/14/2021. I still was not given forms for food loss. On 7/19/2022 I called Brand Source for repairs because the inside of the refrigerator was wet and mold was forming on the contents. The technician came on 7/26/2022 and ordered a part. The copy of invoice is attached. On 7/28/2022 the temperature inside the refrigerator started going up and not useable at 58 degrees. I tried to contact Brand Source to find out when the part would be in and asked for the food loss forms again which were never provided. I continued to call every 3 or 4 days to get updates and was hung up on many times, told to call warranty ***** which was the number on the warranty, and my calls were consistently answered by with a message that no one was available to take my call. Today is 9/10/2022 and I still do not have a refrigerator. This unit is defective or a lemon and am discussed by the customer ********************** provided by your company and repair service.

  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.

  It appears that your complaint was not resolved. I understand that our district manager, *******************, has reached out to try to resolve your complaint.

  He was sent the attached message in reply, stating "No thanks, I will never do business with that store again." Is this accurate? You do not wish to seek resolution at this time?

  If so, I am sorry for your unpleasant experience and wish you the best in the future. 

   

  If you change your mind, I would be happy to assist you further. 

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:08/26/2022

  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.

  * Date of Transaction - 7.25.2021 * ******* Refrigerator - $1,804.88 (does not include sales tax)* Delivery June of 2022 - Refrigerator delivered was extremely damaged and not usable. Redelivered another refrigerator that was also extensively damaged and unusable! At that point I requested a refund for the item to purchase elsewhere and was told I would receive the refund within two weeks. * Refund has still not been received as of today 8.26.2022 * ********** ********* manager continues to tell me "check is in the mail"

  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 all outstanding BBB complaints.

  I have researched your complaint and it appears that a refund check was issued on 09/11/22, in the amount of $1,926.71. Did this refund check resolve your complaint?

  Please let me know how I can further be of assistance to resolve this matter.

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:08/25/2022

  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.

  Purchased refrigerator on April 10th, 2020. Purchased warranty for ****** as part of purchase, promising a 4 year full warranty and 10 year warranty on compressor (i believe). Our ice maker stopped working in late April of 2022. Attempts were made to contact the original holder of the warranty, BrandSource, with which we were already pre-registered. Multiple calls found that they no longer service that warranty, and they directed me back to the original purchase point of Appliance Factory. Calls made to Sawmill Rd Appliance Factory on 6/28/22 (****), then on 7/11 (unsure of name), 7/22 (*****) and then on 7/29 (Taven). All stated that they would email the proper people and someone should contact us asap about a service call. ***** stated he was also emailing the manager of the larger area. Still no response at all. Clearly calling this business does not accomplish anything. I'm sick that we paid ****** for a warranty that is ultimately useless. We would like a refund on this scam warranty.

  Business Response

  Date: 04/15/2024

  Hello ******,

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

  I have researched your complaint, it appears that a refund check for $213 was sent to you last week. Does this refund resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager

  Customer Answer

  Date: 04/22/2024

  The new manager from the location where I purchased the refrigerator contacted me, and agreed to reimburse the cost of the warranty. Although a very late response, I appreciated the efforts to make the situation right. I did receive the check in the mail. Thank you,

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

• Initial Complaint

  Date:08/15/2022

  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.

  On July 22, 2022, I called and spoke with store mgr, ******************* *************), regarding the purchase of a used ************** set from his store location. ***** sent me photos of a used Samsung ************** (set) that he assured me were in great working condition and completely tested/inspected for any problems whatsoever. I trusted his representations and agreed to purchase the set that day and submitted full payment to him via credit card, which also included installation. He scheduled the delivery/installation of the set for Aug 4, 2022. On August 4, two delivery drivers delivered the set and installed it. That same day, I attempted to run my first load of wash and the washer broke down before the cycle completed. Not only that, but the washer was producing an EXTREMELY strong stench of mildrew and mold. My clothes were soaked and sitting in this contaminated pool of water that would not drain, and they reeked of the same smell. I also attempted to run the dryer and it produced a very loud banging noise. I immediately phoned the store I purchased it from and again spoke with *******************. I not only described the problem in detail, I held the phone up to the dryer so that he could hear the banging. He said he would immediately find a similar replacement set for me and have it delivered. On Aug 5, I texted ***** asking if he could please arrange to have the defective ************** picked up immediately because of the ************* issue/health hazard. He ignored my text. I received a text from him on Aug 9 with a (blurry) photo of a replacement set and he said his district mgr agreed to expedited delivery. Never heard back, despite my numerous messages. Finally, ***** responded to my text on Aug 13 and said my delivery is scheduled for Aug 24. I told him unacceptable. He said take it up with district mgr; I've left several voicemail messages but no response. This is 2nd time I have purchased from this company and received broken machines.

  Business Response

  Date: 08/22/2022

  Our policy for used purchases is to exchange them if there is an issue once they get to the home. We offered this arrangement for the customer immediately upon being informed of the issue with the washer. Our policy is to give the next available delivery date. Unfortunately, this timeline did not meet the customers delivery expectations. We worked through our process with delivery and were able to move the delivery date up by almost a week but were unable to reach the customer, either by phone, text, or email to inform them of the new date. We did send a team out on the 19th at the earliest possible moment and removed the washer and dryer from the home and processed a full refund. 

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17717490
  
  I am rejecting this response because:  I am rejecting the business' response based on inaccurate details and omitted information.  First of all, I was directed to voice any complaints to the District Manager by calling the "President's *************** I called and left several voice mail messages that, to this day, have yet to be answered.  Secondly, my biggest (and understandable) concern was the fact that the washer and dryer set that I purchased were not only horribly defective, but the washer was also contaminated with mold/mildew which was seriously polluting my home.  I pleaded multiple times to have the washer/dryer picked up immediately, as it was creating a toxic and unhealthy environment in my home.  This was, in fact, the reason for my urgent request for the delivery of the replacement set because I was told the pick-up of the old set and the delivery of the new set would need to occur on the same day.  It was quite shocking that there was no accountability or effort on the part of the business to remove the washer that was creating a health hazard.  Lastly, the statement that the business was unable to reach the customer regarding the new delivery date is absolutely false.  I received a voicemail message from a gentleman who did not identify himself - only stated that he was from Affordable Used Appliances and that my delivery date was pushed up to August 19.  I called back the phone number provided and spoke with another gentleman, explaining the voicemail message I had received.  He did not have any information and said he did not know who it was that called me.  Because my efforts to resolve were being ignored, as well as the fact that I did not have any faith in the replacement washer/dryer (since I only received a blurred photo of the set, and my previous two sets purchased from this business were both broken), I felt the best option would be to request a refund.  This request was ignored and, instead, the replacement washer and dryer set was delivered on August 19 (in filthy condition).  If either of these machines exhibit any malfunction whatsoever, I will expect a full refund and pick-up of the set.  I cannot continue to receive broken down washer and dryer sets.  This is not an unreasonable request, by any means.  
  
  Sincerely,

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

  Customer Answer

  Date: 08/25/2022

  Dear BBB Resolutions,
  
  I sent a "rejection response" so that the business could read it and be aware of the facts stated in my response.  Effective immediately, I wish to close out this BBB case (Complaint ID #*********.  As stated in my rejection response, I will reach out to the business if I encounter any problems whatsoever with the replacement washer and dryer set they sent me and will expect a full refund.     
  
  I ask that you please notify the business immediately that this case has been closed.
  
  Thank you,
  *************************