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:01/14/2025

  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.

  Purchased refrigerator 11/2024. Delivered 11/30 at 11am and there was a lot of damage on the side of the refrigerator that we werent made aware of upon purchasing. We contacted the store at 11:10am to let them know we wanted to reject this purchase and either exchange or get our old refrigerator and money back. ** immediately refused to handle anything and said DM would reach out Monday. He did not so i contacted president line Tuesday. **** calls back, tells me he will locate a replacement for us immediately. A few days go by and **** finds a replacement that is not what we were looking for. So we said no and he continued looking. Located another that we agreed on and he said it would be shipped to ** from ** so it would be a couple days. We wait a week and start reaching out and have several unanswered calls and texts before **** texts us to tell us refrigerator is delayed due to weather. Then we hear nothing for another week. We continue reaching out and **** finally messages us at 11pm being extremely unprofessional and accusatory saying were basically trying to scam them. So i ask him to have someone else reach out. ***** contacts my husband, apologizes and issues a credit and says go pick out a fridge. We do and it gets delivered 1/9 at 8pm. The refrigerator did not work, had no power or anything. Told us a tech would be out next day. Tech comes out to replace mother board on new refrigerator. Lights work so we assume its good. Put groceries in it that night and overnight our entire fridge stops cooling and ruins all our food. We contact ***** and are told theyll find a replacement. Today 1/14/25 we still have not gotten a call from anyone, no one will answer our calls or can helps us and were out $1000 for a refrigerator, $200 in groceries, our original refrigerator and a non working refrigerator in our home and no one will call us back!

  Business Response

  Date: 01/24/2025

  Hello,

  Thank you for making us aware of this issue. Customer satisfaction is very important to us and we are sorry you had this experience. 

  It is my understanding that your defective unit was replaced last week. I hope that this satisfactorily resolved your complaint.

  Thank you for working with us to resolve this issue.

  Have a great day!

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

  Customer Answer

  Date: 01/27/2025

   
  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:01/12/2025

  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.

  05/18/2024 and 06/01/2024 $4064.28 and $476.42 When we informed the manager ******* regarding the problem, she told **** that there was nothing that they could do, the warranty we had, we would have to go through the manyfacture. We contacted the Imanufacturer and have not had any luck. We went back into the business and she called a manager in ****** and I submitted all the paperwork they needed. Heard from them and was told they were waiting to hear from *******, they received an email from ******* and said technician was coming out and we have not heard anything at all from the manager after the email. We feel they should try to help us as a consumer,and not feel like they don't need to help because they have the money and they are not responsible.

  Business Response

  Date: 01/22/2025

  Hello ****,

  We are sorry to have received your complaint. Customer satisfaction is very important to us.

  I understand you have been in touch with our DM, **** ***** and our customer ********************** manager, ****. 

  The DM and the store have been contacting you to try to get service scheduled.  You have denied service and want an exchange on your appliance. An exchange would need to be approved by ********

  You have been advised that in order to replace the unit through the manufacturer, you will need to have service out to look at unit. We understand your frustration with this process and we hope to resolve your complaint as quickly as possible. We are happy to continue to help you coordinate with ******* to reach a final resolution on this matter. 

  Please reach out to **** ***** to get that service appointment scheduled.

  Thank you for your patience and understanding as we work through this with you.

  Regards,

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

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22801440
  
  

  We have scheduled an appointment for a service guy to come out. He did come out and did a video call with customer **********************.  It was said there is nothing wrong with it. The glass top is not flat and this is due to the glass top coming off 14 times. 

   

  Business Response

  Date: 02/19/2025

  Hello ****,

  I understand service has been out to your home and has deemed the unit it good working order. We want to resolve your complaint to the best of our ability. 

  If you still have unresolved issues, please contact **** *****, the district manager involved with your complaint. 

  Thank you

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

• Initial Complaint

  Date:11/01/2024

  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 purchased a washer and dryer on 10/17/24. After they were installed I noticed that the dryer had some dents and scratches. I gave the benefit of the doubt that they occurred during delivery. Upon closer inspection I saw that the damage was already circled prior to delivery (dark blue machine circled in black ink). When trying to use the dryer I keep getting an error that the door is open although it is completely closed. It won't work. We paid for a brand new machine. It was never mentioned that we were getting a dinged/used/out of the box machine. It isn't stated on our sales slip anywhere. In fact we looked in that section and didn't find what we wanted back there so we decided to purchase NEW. Tried calling and had to wait a few days only to be told they'd send a technician out. Not ok. We paid for a new machine and expect a new machine. Anything less is unacceptable and dishonest.

  Business Response

  Date: 11/08/2024

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

  We understand your appliance has been serviced and the problem has been fixed. Our goal is always to arrive at a satisfactory resolution. 

  Please reach out if you have any further concerns regarding this issue. 

  Have a great day!

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

• Initial Complaint

  Date:10/31/2024

  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 May 5th 2024, I visited the ********************************* Factory location and worked with ******* ******* for purchasing several appliances and related installation parts for our kitchen remodel. We spent almost $41,000 in total. One of the installation parts that we purchased (a $550 duct cover for our range hood) was the wrong size. We didn't know it at the time of purchase and the incorrect size was discovered when the installation crew was installing the range hood. I called the store to inquire if they had the correct size in stock and they did not. Since the installation crew was there that day, I had to source the correct part from another supplier. Since the incorrect duct cover could not be used for our application, I brought it back to the store for return. I was told they would need special authorization before they could refund me for the duct cover. It took 2 months (from 9-24 until *****) for the general manager to tell me that they can't take it back and that they won't refund me. I was told to call their "President's line" for additional help and I did this on ***** and did not receive a return call. I left another message today (*****) and still haven't received a response. It seems the general manager of the ****** store (*****) has washed his hands of the issue. Since this duct cover is completely useless to us, it seems reasonable for Appliance Factory to accept the return and refund me the $550. After all, we spent close to $41,000 in appliances and installation parts and I believe it's the fair and right thing to do to accept the return and issue the refund.

  Customer Answer

  Date: 11/06/2024

  In regards to complaint ID ********, this issue has been resolved. This morning I received a call from the Regional Manager (**** ****) and he informed me that he has authorized the refund for this item. I let him know that I was extremely grateful and that I appreciated his gesture. I'd like this complaint to be marked as 'satisfactorily resolved'. 

   

  Thank you,

  ***** Daspit 

• Initial Complaint

  Date:10/22/2024

  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 currently bought a washer back in September when we got it home we noticed that the water was was not pumping out of and running through cyclol. we called the company and they did not responded quickly it took us calling mutable times and manager never called us finely someone there was able to get a service tech out to verify that said pump was not working. they said that someone would call us once the part was ordered almost 2 weeks a tech shows up at our door to fix pump we had no idea anyone was coming so the lady of the house scheduled for this Friday I was really upset that someone showed up with out an appointment. I had asked for managers number and again we are not allowed to have said managers number.The biggest upset is 1. No one cared that we are with out washer for over a month. 2. our time wasted waiting around for someone to call us back.3 no commutation 4. sending someone out with out notifying us. We would like to be compensated for our time and inconvenience

  Business Response

  Date: 11/01/2024

  Hi *****, 

  Thank you for working with us to resolve your complaint. We are so happy to have been able to complete the service required. Customer satisfaction is our top priority. We appreciate your patience as we worked through this issue.

  Thanks again!

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

• Initial Complaint

  Date:10/03/2024

  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 new refrigerator on 9/19/2024. It was delivered on 9/23/2024. As of 9/24/2024 I reported to Appliance Factory that it was not cooling at all. ******* ***** entered a service request with the manufacturer ** while I was on the phone with him. I have had many interactions with ******* boss, **** along with online chats with ** and the assigned repair service provider, Aurora Appliance Service. As of 10/3/2024 no service has been scheduled nor do I have any timeframe for when it will be scheduled. I initially asked for a replacement refrigerator, but they told me they don't do that.

  Business Response

  Date: 10/14/2024

  Hello Scott,

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

  Our team is working to get your unit replaced. Someone from our management staff will be contacting you to complete the resolution.

  Please feel free to reach out with any questions or concerns. 

  Thank you,

  Customer Service Manager

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22377248, and after a call from the business on 10/15/2024, we agreed they would take the broken refrigerator and credit me with all but the charge for taking the old refrigerator.  They picked up the broken refrigerator on 10/17/2024.
  
  
  
  Sincerely,
  
  
  
  Scott Cravens

• Initial Complaint

  Date:09/11/2024

  Type:Delivery 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.

  THE DISHWASHER THAT WAS INSTALLED IS NOT WORKING, JULY 16 DELIVERY

  Customer Answer

  Date: 09/20/2024

   Please close the complaint. The business has resolved my situation. ID#********.thank you .

• Initial Complaint

  Date:09/08/2024

  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 6/28/24 my husband an I purchased a stove from Appliance Factory,for *******. The representative stated it was from a damaged box. It was delivered on 7/2/24. Our plumber was her to connect it. He noticed the connection had been previously used and showed my husband. He checked the burners which came on with hesitation, but figured they needed cleaning. Let oven begin to Preheat then turned off. We didn't fully move in until 7/23/24, but came to move in some things and unpack tried to use oven and got an error. Called Appliance Factory. They said call GE regisister stove they will send someone out. I did and they did comply. Genies came said they would have part in a week they returned 7/8/24. Oven still broken. Called ** and after their investigation they found Appliance Factory sold us used stove that was returned in 2023 for same issues,also Genies were the same repair people. 2 cases were open with ** regarding issues we had, oven error code and smells of gas, which our plumber CNR came back out to check on 7/22/24 . Appliance Factory refuses at this time to refund our money and remove this stove from our home. We have told them we don't want to do business with them for their unethical practices. We just would like our money back and stove gone so we can purchase a new stove from a reputable company.

  Business Response

  Date: 09/18/2024

  Hello ****,

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

  Your return/refund was processed on 9/17/24 in the amount of $1,658.44. (See attached documents)

  Please feel free to reach out if you have any questions or concerns.

  Thanks again,

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

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22256854
  
  

  This is regarding my resolution with Appliance Factory. They did submit a refund to our credit card company and it showed pending. As of today it disappeared. There is no credit. They have their broken appliance and they are still not giving us back our money as promised. We again are asking for your assistance.

  
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 09/27/2024

  My husband checked our account again today and it has been credited.  I don't know what happened, but our issue is now resolved.   Thank you, **** Campo  

• Initial Complaint

  Date:09/03/2024

  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 8/16 and installer installed the unit a couple of days later. We attempted to use the dishwasher but it wasn't working, so we called the manufacturer a few times and went through all the trouble shooting; Bosch service could not figure out the problem. We called the installer again and he came back out, and he couldn't figure it out either. The installer contacted the retailer and we continued to get the runaround for 3 weeks. We sent a complaint to the manufacturer as well with no response. We then called the manufacturer and they told us the retailer had set up a repair with a local place, but not the same retailer. Requested the manufacturer replace the unit, we do not want a repair on a brand new unit. The main number for the retailer was never answered, their supposed *********** Hotline ************** is a farce, never returned calls even after reaching out to the owner, *********************, directly. Absolutely a horrible experience with this retailer.

  Business Response

  Date: 09/13/2024

  Hello *****,

  Thank you for working with us to resolve your complaint. Customer satisfaction is very important to us. Our records show that service is scheduled for 9/18/24. We are dedicated to resolving this issue. Please reach out with any questions or concerns. Customer ********************** will remain in contact with you until this is resolved.

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

• Initial Complaint

  Date:08/31/2024

  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.

  On April 24, 2024 I placed an order with the Appliance Factory. The order total came to $17, ******. I was told my items were at most 6 weeks out. But, that was the worse case scenario. On August 22, 2024, four months later, I was called by a manager from The Appliance Factory and told that I would not be receiving any of my appliances. They did not have license to sell my product in ****. They were very apologetic, they offered other items as a substitute, and they threw me a $50 bone on a microwave that they were licensed to sell. I did not want other products. I wanted what I had ordered after months of research. I asked them to consider giving me the interest I had lost while they sat on my hard earned money. The answer from the Legal team was "No", they did not want to set a bad precedent. I reminded them that what they did to me was hardly legal and a bad precedent in itself. Before paying them I had that money in a savings account with ************************* earning 4.64%.

  Business Response

  Date: 09/09/2024

  Hello *****,

  Customer satisfaction is extremely important to us. We are so sorry you had this experience. Order cancelation is never the ideal outcome. 

  According to our records you were refunded the full amount that you paid, minus the cost of the Microwave you selected. Total refund $16,984.59 issued on 8/26/24. See attached.

  At this time, we do not offer additional credit beyond the refund amount (or beyond the amount paid by the customer originally.)

  Thank you for working with us to reach a resolution. 

   

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

   

   

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22224981
  
  I am rejecting this response because by law you had to refund my money. It was not a kind gesture. Your company kept my money for 4 months after illegally selling me appliances that you did not have the right to sell. In return, I was offered a lesser product that would not work for custom cabinets. 
  horrible. 
  
  Sincerely,
  
  *************************