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 has 27 locations, listed below.

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  Appliance Factory & Mattress Kingdom

  321 W 84th Ave Unit A Thornton, CO 80260-4824

• 

  Appliance Factory & Mattress Kingdom

  6005 E Evans Ave Denver, CO 80222-5401

• 

  Appliance Factory & Mattress Kingdom

  2875 S Santa Fe Dr Englewood, CO 80110-1410

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  Appliance Factory & Mattress Kingdom

  8086 W Bowles Ave Littleton, CO 80123-4100

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  Appliance Factory & Mattress Kingdom

  5880 W 88th Ave Westminster, CO 80031-3006

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:07/28/2022

  Type:Product 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 paid this business $2299.14 for an ****** Range. The sales associate said they couldnt deliver it to me yet due to the delivering of goods being delayed by Covid. I paid them in full that day 3/5/22. I was told it could be up to 8 weeks for delivery and I was ok with that. I took out the warranty for 3 years and that amount is included in my payment.At the end of April I received a message on voice mail letting me know my stove would arrive at the end of April and a follow-up call would give me a date/time.I waited an additional 3 weeks but heard nothing and called the store. *** said he would check on the order and call me for sure the next day.By Memorial Day, with no word back from Appliance Factory, I checked with ********** to see if they had this item. They did and I purchased it. I then went to Appliance Factory and requested a refund. He said they still didnt have the range but then said someone else had gotten it and He apologized about *** not calling me back but he was at another store. The card I have says Presidents Hotline and because I didnt hear back, it led me to believe this was a corp line. It isnt. I have tried unsuccessfully to get a refund and am almost 80 living on a fixed income. In todays economy they are doing poor business keeping my money and not giving me a product. I am desperate and need your help.

  Business Response

  Date: 08/01/2022

  This has been fully refunded to the customer. This was a mistake in our system, showing that a unit was in for the customer, which flags as an unchangeable invoice.  

  Customer Answer

  Date: 08/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me as I did not receive a refund from them nor did I receive a range.  However they did receive my payment in full.

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

• Initial Complaint

  Date:07/28/2022

  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 company website had the item noted below at the price shown.I purchased the item. Purchase confirmation was sent in an e-mail, shown below.The business called and would not honor the purchase. They offered the item at a much higher price. I did not agree to the higher price and the deal was canceled.copy of confirmation e-mail...Thank you for shopping with us! We have a special offer to save another $300 off your appliance purchase if you add a mattress. Choose from Tempurpedic, Purple, Dreamcloud, and more. We will be contacting you shortly to confirm your order.If you have any questions, please call ************ Please retain this email for your records.Full Name: *********************** *********************** Phone Number: ********** Cell Phone Number:E-Mail Address: ***************** Order Number: ******************* Order Date: 07/28/2022 07:51::51 AM EST Credit Card Number: XXXX-XXXX-XXXX-Cardholder Name: *********************** Credit Card Expiration Date: 10/2026 Method: DELINSTALL|$79.99 Shipping Address: ********************************************************* Billing Address: ********************************************************* Special Instructions / Comments:Items Purchased:Description: 800 Series French Door Bottom Mount Refrigerator 36'' Black stainless steel B36CT80SNB Model Number: B36CT80SNB Product Link: http://appliancefactory.com/products/bosch/b36ct80snb.html Sale Price: $1,827.72 Qty: 1 DIY Delivery and Installation: $0.00 No Extended Warranty Add On Items:Haul Away $30,

  Business Response

  Date: 07/29/2022

  Yesterday 7/28, we experienced a system-wide malfunction where some prices were listed incorrectly on the website. During this time, ************** placed an order on the website but his credit card was not charged. We were made aware of the malfunction and had our website corrected within 45 minutes. ************** was contacted to inform him of the issue, apologized to and was offered a concession for the inconvenience. As stated on our website, we reserve the right to refuse to honor any incorrect advertised prices.  This was an unintentional malfunction that was corrected same day and we are unable to honor this incorrect price. 
  
  https://www.appliancefactory.com/terms_of_use.html
  
  Product Statements
  Although Appliance Factory Online endeavors to provide you with all products we advertise on our Website, our inventory supply and our customers demands may alter our ability to provide you with advertised products. The inventory levels of products displayed on our Website vary. Product availability cannot be guaranteed.
  Appliance Factory Online also endeavors to post accurate and up to date price information on all products we advertise on our Website; however, inadvertent human or computer errors can occur and we assume no liability or any kind for such errors. Prices are subject to change at any time without notice. We reserve the right to refuse to honor any incorrect advertised prices.
  

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17637244
  
  I am rejecting this response because:  The answer demonstrates poor business practices that the buying public should be aware.  The experience felt like bait and switch since their actual prices with the concession discount (due to the error) are still non-competitive.  I plan to continue to monitor the website to see if this is a recurring issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/19/2022

  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 December 22, 2021 I purchased what I was told by salesman *********************** at the Appliance Factory Outlet store in Westminster a new *************************************** Dryer with Sensor Dry in White MODEL NUMBER: DVE45T3200W/A3SERIAL NUMBER: 0B685BCR111096E. After the washer and dryer were installed, Appliance Factory Outlet or a subcontractor of theirs, I went to *******.com and to register both the *************** ******* stated warranties for both had termed a year earlier and that the units I purchased as brand new were in actuality re-furbished units from a third party and warranty from ******* would not be happening. I contacted Appliance Factory Outlet and was told they would be honoring the warranty instead of *******. I felt okay well if they will cover any issues we're good to go. Well no. The dryer had issues from the get go takes over 2 hours to dry. Then I started hearing what I thought were chains in the dryer. I was told to call Brand Source for service. They let me know that if the issue ended up being a clogged vent issue I would have to pay for the service call. It took about 2 weeks for a tech to come out, the young man who did come out was very friendly, professional and knowledgeable. First he said it's a vent issue. The chains in the dryer noise ended up being a stuck quarter which he gave to me. He had me write a check for the call $95.00 since it was a vent issue and not a dryer issue. Then he decided to run more tests and found that the dryer that should be running at 180 degrees was topping out at 140 degrees. The dryer needs a new control ****************** to work properly. I know parts are hard to come by, however, I've been without a dryer going on about 2 months. I've called Brand Source for an update no response. If any consumer is looking to purchase any kind of household appliance GO ELSEWHERE!!! This company sells old appliances as new, charges full price, scams their customers and doesn't communicate.

  Business Response

  Date: 07/25/2022

  The products purchased by *************************** were Out of Box units.  These are New products we purchase from the manufacturer.  Appliance Factory Mattress Kingdom honors the full manufacturer Warranty with service from Brand Source, our Trade Partner.  Upon review with Brand Source, the customer was originally charged for the diagnostic.   That fee was waived once the Warranty issue was identified.  Parts were ordered and due to supply chain issues were delayed.  At this time, according to Brand Source, the repair is scheduled with the customer for Wednesday, July 27th.  
  
  
  No charges are due from customer as Warranty is covering Parts and Labor.
  
  

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17589969
  
  I am rejecting this response because: I have attached the ******* support chat for the dryer issue in which the ******* Representative states: 

  SEA Digital Messaging
  *******, as I try to file the ticket here, and the model and serial was validated by our system, It shows here on our record that the unit is sold by a third party seller and was classified as "As-Is or refurbished" unit. Meaning, it was already sold by the place of purchase,and they have now the full responsibility on the product
  ?11:49 AM
  Have you tried contacting about the place of purchase about this one?
  ?11:50 AM
  I'll have to call them tomorrow when I get off work. **** I'm so upset over this. This is a total con job from Appliance Factory Outlet.
  Isn't this illegal????
  ?11:51 AM
  **** can you please email me a copy of this transcript???
  I need proof of this issue.

  Chat with ******* Representative **** is attached. I disagree with the answer from Appliance Factory Outlet. They sold me what I was told were a new washer & dryer. As you can see from the chat with **** from *******, the dryer is an as is  refurbished unit from a third party seller. Be honest with your customers, telling them they are buying new merchandise when that is not true is no way to do business and should be handles accordingly. While I am happy to get the dryer fixed, it doesn't negate the fact I was conned plain & simple and I'm more than sure I'm not the only customer this has happened to.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/08/2022

  I am getting the rep involved with this, we do not sell used/refurbished product at appliance factory and mattress kingdom per agreement with manufacturer this is a miss communication from Samsung and the customer as we do not sell used here. 

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17589969
  
  I am rejecting this response because:

  Hello,

  Clearly the ******* representative gave me the facts in the chat I uploaded regarding the dryer is out of warranty and refurbished by a third party seller. Why would the ******* representative say this if it wasn't true? What does the ******* representative have to gain by making a dishonest statement? I'll wait for the outcome of Appliance Factory Outlet's investigation.  Once you have the answers to your investigation, please share your findings with *******, the BBB and myself.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/18/2022

  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.

  Invoice # MW00044198 Date 1/06/2022 Branch **** ***********, ** Brand ModelDescriptionPrice paid GE JBS86SPSSFree ***************** Range SS Stainless Steel$1259.99 FRFFMV1834VS30 OTR Microwave, 1.8 CF, 1000W, 300CFM$199.00 FR FDSH4501AS24TC Dishwasher BarHndl, 3 rack, SS tub, 49DBA$579.99 Delivery$39.99 Sub Total$2078.97 SalesTax 7%$145.53 Total $2224.50 Range and dishwasher delivered to my warehouse on or about January 17 Inbox condition as promised. Microwave was not in delivery. Delivery man said microwave should be in in a couple of weeks, and Appliance Factory (AF) would contact me. we were anticipating delays in construction and thought it would all time ** in the end. We did not think for a minute that we would receive such a damaged in the box item.Demo and construction began on our kitchen in Mid-January, and after many delays including many covid and supply chain issues, we were ready for appliances on July 17. The major issue happened when we unpacked the range for installation to find major damage caused by the misuse of a forklift clamp. Appliance Factory sales **** ***** and store manager ***** agreed this was the root cause of the damage. Yet, they refuse to do anything.Appliance Factory refuses to refund or replace the appliance. They say it has been too long between delivery and unpacking, even though all appliances sat in my protected warehouse, only accessed by me from the time they were purchased until installation. Apparently, it is too long to unpack, but not too long for me to wait on the microwave. They say their limit on returns is ********************************************************************************* That is unacceptable. I am out $1348.19. AF uses supply chain excuse for lengthy delays in delivery, but will not accept that for a reason to wait to unpack a "new in box item".

  Business Response

  Date: 07/19/2022

  ***************** did reach out about the inbox damage of the range. At this time our GM did let ***************** know that the unit was outside of the 30 day return policy as it was delivered in January. The Gm did state they would see what GE would do for the customer. GE had refused to compensate or replace the unit for *****************, BUT we informed ***************** that we were more than willing to exchange the unit, at this time ***************** did turn down the offer of a full exchange. ***************** stated only full reimbursement for the unit would be taken into consideration. Unfortunately this is outside of our policy as the unit was delivered 6 months prior. We did want to offer the help of exchanging the unit in good faith for ***************** but again this option was denied. 

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17584350
  
  I am rejecting this response because:Their 30 day return policy does not apply because: 1. the item was not in stock in their facility and was shipped from their OH warehouse. That means it is an interstate shipment subject to the ******* Amendment 49 USC ***** which has a time limit of 9 months to make a claim for concealed damage on interstate shipmets. 2. The order was never completed because the microwave was never delivered, therefore the 30 day clock never started. They told me yesterday they would do nothing, so I went and bought an identical unit from another store that will be delivered within 10 days. Today they called with a replacement offer in 4 TO 6 WEEKS. That is unacceptable. Sine they had an opportunity and told me they would do nothing, I made other arrangements. An exchange at this point is too late. A full refund is the only remedy.
  
  Sincerely,
  
  *********************