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

  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:08/21/2023

  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 8/7/2023, my husband and I went to Appliance Factory / Mattress Kingdom on ****************** Rd. in Colorado Springs. We bought a ****************** & a ****************** We bought them new & was suppose to come boxed. They were suppose to be delivered on 8/ 17/ 2023 between 3;30 - 5;30. The delivery guys got to our house at 5:45 pm that day. They first brought the dryer in to our garage, I did notice is was dirty & dusty, so I did look them over, I did not see any dents, so they put them in our laundry room. They then brought in the washing machine, they hooked them up & before leaving turned both of them on. After they left, I washed the dryer off and noticed marks in the porcelain, a scratch and other marks on the top of the dryer. It did not look brand new out of the box. I also noticed there was a dent on the bottom back part of the washer, the paint is chipping off. By the time I noticed all of this the store was closed. I called the next day and talked to the salesman that sold it to us, I told him what I found, he said he will call me back in 5 minutes. He never called me back, so on Saturday morning we went to the store right when they opened to talk to them about the situation. They told me the dryer was a ********** did not come out of a box. ***** was probably a return. They claim the dent in the washer, probably came that way from the factory. That Speed Queen would need to come out and replace the back. They sent a message to the ****** store, to see what they will do. They made it sound like, they probably won't do anything for us. We had it delivered, so if they damaged them, we would not be blamed for the damage, plus we are in our early 60's too old to be lifting appliances. I spent a lot of money on buying these new appliances, I am so disappointed I want the ************** exchanged for a new washer and dryer. I have not used the **************. We actually went to a laundromat yesterday to wash our clothes. Hoping we can get this solved.

  Business Response

  Date: 08/21/2023

  Hi BBB Team,

   

  Thank you for raising this to our attention. 

  This is being reviewed at the moment. Rest assured that this will have our utmost attention and we will coordinate with the customer for any updates. 

   

   

  Customer Answer

  Date: 08/21/2023

  I am writing to you to let you know the dispute with Appliance Factory outlet, has been resolved. They called me today and told me they will exchange the damaged washer & dryer for new ones. He was ordering me a dryer, because it is out of stock. They will pickup the damaged washer & bring the new washer on Saturday, August 26, 2023. Thank you, ***************************

• Initial Complaint

  Date:08/17/2023

  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 brand new refrigerator from this store the ice maker has broker twice. It is currently broken and they are refusing to fix it and said they are cancelling my warranty. The refrigerator is just a year old.

  Business Response

  Date: 08/18/2023

  Hi BBB Team,

   

  Thank you for bringing this to our attention. We would like to let you know that we are now reviewing this complaint and we assure you that this will be taken seriously.

   

  Thank you.

  Customer Answer

  Date: 08/21/2023

  I have not been contacted by this business to resolve the issue. The ice maker to our refrigerator is still broken.

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20484929
  
  I am rejecting this response because: this business has made no effort to contact me regarding my broken ice maker nor warranty that the rude person working for them said she was cancelling, which I also paid for.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/05/2023

  Today they sent me a check for my warranty but have not repaired the broken ice maker which cost more to repair than the check they sent. We want our ice-maker repaired or this lemon refrigerator replaced.

  Business Response

  Date: 05/23/2024

  Hello *****,

  Thank you for your feedback. Customer satisfaction is very important to us. 

  I have reviewed your complaint, it appears that your warranty charges were refunded. 

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

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered all kitchen appliances and a washer and dryer in November. We were given a 3 week timeframe for delivery. In mid December I attempted to cancel the order twice. That is when all appliances were located. They finally delivered them in two separate deliveries on December 27. The microwave and dishwasher were not installed that day because they needed a different crew. The refrigerator was delivered with 3 dents in the door and still has not been rectified. When they came back to install the dishwasher and microwave, it was the wrong dishwasher. It has been 2 days since then, and I had to reach out to them to find out what was happening with it. They are very difficult to get in touch with. When I talked to the manager today, I discovered it was another new one. This is the third manager they have had since I purchased the appliances. The whole experience has been extremely frustrating.This is an update to my original review from January below.We finally got the correct dishwasher on January 18th. They also allowed us to exchange our washer and dryer. The new set was supposed to arrive in March, but didnt come until the end of April. The dents in the refrigerator door HAVE NOT been fixed yet. It has been since the end of December. They tell you what you want to hear, but are lacking in the follow through. They are not even returning my calls as promised.

  Business Response

  Date: 05/30/2024

  Hello ******,

  Thank you for working with us. We are pleased to have addressed your concerns and to hear that your appliances are functioning well.

  Your satisfaction is very important to us. While we strive for professional delivery and installation, we understand that occasional issues can occur.

  We are dedicated to resolving any issues promptly and ensuring your complete satisfaction. 

  Please let me know how I can be of further assistance in resolving your complaint.

  Thanks again,

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

  Corporate Operations Manager

  Customer Answer

  Date: 05/30/2024

   
  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:06/28/2023

  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 11 May my spouse and i visited the store searching for a mattress. We settled on a Sealy Posturepedic hybrid. the model was not marked correctly, and the staff had trouble looking up the price and model number but eventually told us what the model was but did not have any in the warehouse. On 13 May I purchased (invoice number MW00069996) for $4,616.71. the mattress was delivered on June 3rd, and we told them this was the wrong product. we visited the store on Hune 5th and discussed the issue with the manager who stated this was not an issue and we can get the mattress replaced. Since 5 June, I have called the store manager 14 times and they only state that they are working the issue but cannot provide any updates to paperwork or process. several of their comments contradict others as to a mattress being ordered in shipment and then recently no details provided. A mistake was made during the ordering process, and we would just like to receive what we have paid for. I asked to speak to the *************************** (*******************) but she always seems to be on a conference call.

  Business Response

  Date: 07/27/2023

  Hi BBB Team,

   

  The customer received the replacement ********************** last 7/13.

   

  Thank you.

  Customer Answer

  Date: 08/07/2023

  I understand missed orders and mistakes can happen, but what makes the customer want to return is how they are treated during this time. As a customer, I was extremely dissatisfied with their lack of communication. I was not able to receive any updates or resolution on the matter for over a month. Your store would not provide any information regarding the replacement order status or when I may expect it to be corrected. I would urge the senior level managers review and work on processes to improve their stores customer ********************** and most of all communication.  

  Business Response

  Date: 08/21/2023

  Hi BBB Team,

   

  We appreciate you raising this feedback to our attention. Rest assured that this will be reviewed and will be taken into consideration. 

   

  Thank you. 

  Customer Answer

  Date: 08/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I hope they will review at a senior level all processes for resolutions for future customers. At minimum, provide your costumers with satisfactory communication and a general timeline they may hope to see the issue resolved. I believe as long as a customer is aware the issue is being worked on, they will be satisfied when mistakes are made. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/27/2023

  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 7, 2022, I purchased a new in box Bosch side by side refrigerator and freezer for $2,401.22. This transaction included a four year service plan. I picked it up on September 10, 2022. Within a few days, I discovered the ice maker wasnt working. I called for service, the ice maker was replaced on September 28, but it still didnt work. I called for service again, and the technician came on October 3 and told me that the compressor was bad. He ordered another, which took until October 7 for Brand Source to receive. At this time, our refrigerator was still keeping food at the proper temperature. The technician came on November 9 to replace the compressor. Then, he shows me the new compressor came in a damaged box. The technician installed it, but it failed the same day. I called service again, who had the technician contact me, and he decided he should order another compressor. It took until February 2, 2023 for Brand Source to receive the part. So, this new fridge wasnt safe to keep food in for nearly three months. I complained to Brand Source, a PR person called me, I told her I wanted an exchange, she said shed have someone from the Brand Source **************** call to talk to me about this, but that never happened.Because of staffing issues, the technician was unable to come until February 13. He installed the new compressor, and the fridge and freezer was able to get food to safe storage temperatures again. The ice maker still didnt work, so the technician came back again on February 28, and discovered that the airflow within the fridge/freezer wasnt right, and that we would need an exchange. He said the fridge and freezer was a lemon. I contacted ***** to initiate an exchange or refund in March, was told ** be contacted about a decision soon. I never heard back, so I called again today, June 27, and was told that Brand Source still hasnt sent the service history to Bosch.I need a fridge that every component works as expected ASAP.

  Business Response

  Date: 06/28/2023

  Hi BBB Team,

  ***** has been updated in regards to the repair documents.

  These documents has been sent to Bosch just like Bosch requested.

  Thank you. 

• Initial Complaint

  Date:06/01/2023

  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 Frigidaire with additional warranty last year. 3-18-23 it started sounding like a jet taking off and stopped cooling. Called and they sent out their people contracted to do repairs. 75 days later issues not resolved. I have been calling Appliance Factory in *********** and I have been lied to with promises to get this resolved.

  Business Response

  Date: 04/11/2024

  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 appears that service was completed on 5/22/23 at no cost to you. There was also a credit issued for $199.00 on 7/28/23. Did this service appointment and credit resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:05/31/2023

  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 refrigerator Model No. FG4H2272UF Serial No. ********** from ********************************************* on May 24, 2022, and it was delivered July 1, 2022. Issues with the ice bin, standing water in storage drawers and temperature control began within the first months. I called Appliance Factory and was told to call their service contractor, Brand Source, for repairs. Beginning in September, Brand Source repairmen came out 9/16, 9/19, 10/10, 10/28, 11/16, 12/02, 12/30, 1/16 and 1/30. Due to its inability to diagnose and resolve all issues, Brand Source advised they could no longer attempt service and to contact Frigidaire. I called Frigidaire and Electrolux sent repairmen twice with the final result being there isnt a fix for the ice bin nor for the temperature control for the middle Fresh Zone Drawer. The remedy is that the refrigerator should be replaced. I was provided file # ******** for Electrolux and have called twice since March 30 but cannot get a response for status of a replacement. This refrigerator is the very definition of a lemon and I demand a refund the full purchase price of $3,211.93

  Business Response

  Date: 06/12/2023

  ****, 

  
  I sincerely apologize for not meeting your expectations. It is our hope every Appliance Factory & Mattress Kingdom customer becomes a raving fan. **** and I are advocating on your behalf. Our goal is to get Frigidaire to provide us with a Return Authorization. Manufacturers are solely responsible to provide warranty service or replacement. Appliance Factory cannot return a product without the manufacturer's approval. We are currently pressuring their regional representative to help us reach our goal. We know it is never as timely as desired but please bear with us as we work through the process. We should have a decision by the end of the week. Please keep service calls with Frigidaire.

  
  Again, we sincerely apologize for the inconvenience.
  
  
  ******************;
  Regional Manager
  Appliance Factory

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20125951
  
  I am rejecting this response because it is the same excuse I have received the past two months. I purchased the refrigerator from Appliance Factory and I expect Appliance Factory to refund my money. The inside of the freezer drawer has begun frosting up and my frozen food is beginning to show frost crystals on the outside. I will also expect Appliance Factory to reimburse me the cost of any food that is ruined.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/11/2024

  **************,

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

  I have researched your complaints and it appears that there was was a warranty replacement delivered to you on 08/25/23. Did this replacement resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager

  Customer Answer

  Date: 04/19/2024

   
  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:05/17/2023

  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 Feb. 3,2023 I ordered a ************** set for $1350.00 from Appliance Factory, via ***** order #**************. Set arrived on Feb. 28 2023. ****** was badly damaged. Informed dealer and on April 20th they took damaged washer and sent a second washer. On May 10th the second washer was delivered and it too was badly damaged. The dealer refused to send another washer. They said they would refund the full purchase on return of both items. They called the shipper and told them to bill me for the shipping ($400 to $800) . I refused. I now have a broken ************** on pallets as they insisted, and they've kept my $1350. I have complete written documentation of the above events as above described.

  Business Response

  Date: 04/19/2024

  Hi ****,

  Sorry for the delayed response. 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 you were refunded in full and not charged anything further for the return. Is that accurate?

  If so, did the return 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:05/05/2023

  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 an appliance 06/19/2022, from Appliance factory. The company sent a technician to the house to install purchased stove top. He cut a hole in the Granite counter top that left a 1" gap between stove and counter. We also learned through our contact with the company, was that their technician connected the stove to an insufficient power supply, 40 amp Vs required 50 amp. We were told the wiring had to be upgraded to 50 amp to use the stove. No one told ** we would need to upgrade wiring in the house, when we purchased the stove. Now we have a stove we can't use and is too small for the hole their technician cut. Appliance Factory should pay to upgrade the wiring, or refund our money, return original stove and replace granite counter top.

  Business Response

  Date: 04/12/2024

  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 an upgraded replacement was installed for you on 06/19/23. Did this replacement unit resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager

   

• Initial Complaint

  Date:05/01/2023

  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.

  Original purchase date January 6 with one year warranty Broke and went to store to get delt with second week in February After back and forth with ******* warranty, and appliance factory warranty, actually in store warranty because open box item with warranty Talked to salesman and a manager who told me that the service **** was going to call and schedule an appointment to look at the washer I have not received a phone call back but i have left messages and talked to other salesman The drum is full of glass, the computer is obviously not working, and a balance weight fell out, id say total loss

  Business Response

  Date: 05/12/2023

  Hi BBB Team,

  Our last update with is that we are trying to reach the customer but to no avail, we are not yet able to successfully reach him. We will try contacting him again and we will give you update the soonest.

   

  Thank you.