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:04/24/2023

  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 stackable washer and dryer along with an extended warranty through Appliance Factory Outlet. We picked up our new machine, but it was not functional upon arrival in my home. *** told us to bring it back and swap it out. We've since had multiple issues and had several techs come out for repairs. They have sent repair agents to my home multiple times and I keep having issues with the machine. The washer has now FLOODED my home. The washer isn't draining properly, water is coming out of the bottom of the machine. It has leaked all the way from my upstairs into my downstairs. It has ruined carpet, leaked through the frame of my home and all the way downstairs to the ceiling... destroying my paint, crown molding, and I'm sure there's mold festering between the floors due to the water intrusion. This machine is covered by a warranty, PPP works with Agent for the repair portion, but I've been told by Agent the repairs to my home need to be addressed with PPP. Except, their phone line is never answered. It's a pre-recording giving 2 options, option 1 is to be transferred to Agent for repairs. Option 2 says it will transfer me to the "presidents ************ does not actually go anywhere. There's no option to leave a voicemail, or speak to a human being. It has a prerecording that says they'll call me back, but how... if I didn't leave a message? I am so disappointed this company has failed their customers this badly. I have called Appliance Factory Outlet corporate directly, as they're the ones who sold me this machine, and I have yet to hear back from them either. After doing some digging, it turns out Appliance Factory Outlet OWNS Product Protection Plus. Very disappointing. I need someone to contact me and get the repairs done to my home, as well as the faulty machine.

  Business Response

  Date: 06/12/2024

  Hello ******,

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

  I understand you have been working with ******* to get a new replacement unit at a substantial discount.

  We hope this makes up for the experience you went through. We have coached our staff to prevent this sort of problem from happening in the future. 

  Please let us know if we can be of further assistance.

  Thank you

• Initial Complaint

  Date:04/01/2023

  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 brought a new washer/dryer from Appliance Factory in ***************** on 11/25/22 that was delivered on 1/9/23. I have used the dryer a total of ~5 times when it stopped working on 3/22/23, giving the error code (DP), door not closed. I called Applaince Factory to find out when they could have someone come out and fix it. I was told the soonest they can come out was 4/12/23, which I told them was unacceptable. They told me due to them being understaffed, that is the soonest I could get an appointment. I then asked to speak to a supervisor/manager in which I was told they would have someone call me back as they have already left for the day. The next day, an employee called stating they can have someone come out on 3/29 instead of 4/12, which at that point had to due. During this time, I also called ******* as I assumed I also had a warranty with as I purchased an additional 2 yr warranty. Apparently that was only with Appliance Factory, not *******. I found that out on 3/27 when ******* came out to diagnose the problem and I was charged. When I called ******* back they advised me that I brought an "As Is" product which has no warranty which I was not aware of. I was told by Appliance Factory that I can get an "Out of box" washer/dryer that was just no longer wanted by the customer at the time of delivey, nothing about it being used. I called Appliance Factory again to let them know what I was told by *******, the part needed to fix the dryer as well as took picture of the ******* receipt since the appointment on 3/29 was to do the same thing. They told me they would order the part and call me when it arrived. I called a few days later to get an update. They advised me on 3/30 that the part will arrive on 3/31 and they would text me when it arrives. They would not let me schedule an appointment as I did not want to wait any longer to get this fixed. It is now 4/1, still never heard from Applaince Factory. I did just go ahead and pay ******* to fix it on 3/31. Appliance Factory is a terrible company that has lied to me, don't return my phone calls, and doesn't honor there ********'s. If I could, I would just have them take this washer/dryer back so I can go somewhere else to get one. At this point, I would appreciate getting reimbirsed for warranty I brought through them that cost me $218 plus the $155 ($105 on credit card and $50 cash) I paid ******* to fix everything.

  Business Response

  Date: 05/28/2024

  Hello *****,

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

  I understand you have been working with ******************* to resolve your complaint and that you have reached an agreeable resolution.

  Please let us know if we can be of further assistance in resolving this matter. 

  Thank you,

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

  Corporate Operations Manager
  
  

  Customer Answer

  Date: 05/28/2024

   
  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:03/23/2023

  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.

  A new dishwasher was delivered and installed on 3/15/23. The dishwasher was $653.99. The install kit was $45.00 and the installation was $129.00. The installers broke the front of our countertop while removing our old dishwasher. Our counter is a custom made, all one piece, black laminate. We contacted the store manager several times over the past week and was told each time that someone would call back within 24 to 48 hours to schedule a date and time to assess the damage. We also called the president's ******** as per the paperwork. As of 3/23/23 we have yet to hear back from anyone.

  Business Response

  Date: 05/23/2024

  Hello *******,

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

  Our management team has been trying to reach you but has been unable to make contact.

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

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

• Initial Complaint

  Date:03/19/2023

  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 gas dryer in December 2022. It was sold to me as "open box stock, but new". It was delivered damaged. I had to effect my own repairs. Appliance Factory did not respond to my calls for over a week. The dryer would not fully dry clothes. I contacted the manufacturer for repair. They informed me that the dryer was manufactured in 2021 and did not qualify for repair. Appliance Factory misrepresented this product.

  Business Response

  Date: 04/16/2024

  Hello,

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

  I have reviewed your complaint and it appears that you were issued a full refund on 01/01/23 and were not required to physically return the product. Did this full refund resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:03/14/2023

  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.

  Starting with purchasing a new GE Dryer to match a washer I already had. That dryer failed quickly, they replaced the dryer with the "same one". In fact, it was not the same. After removing the broken dryer AF installed a significantly smaller dryer and told me it was the same. I then had to purchase a new Electrolux W/D with an extended warranty. After 1 YR it stopped working. I was told that the contract has been sold to Brand Source (BS). I scheduled service with them.The 1st appointment was missed. BS came out on 2/8/23. They replaced a valve. As soon as they left same error code. We scheduled for 2/22/23. I had to pay for a hotel stay for the management company and travel expenses. I received a call on 2/22/23 the day of the appointment stating that the tech. was not able to drive on I-70 from ****** to come service. On, 2/8/23 the one and only technician for the company (as I am told) showed up in an old caravan, FWD and bald tires and had to park at the bottom of my driveway since he was not prepared to be working in Summit County or Colorado. This is why he was not able to make it on 2/22/23. Although the washer and dryer are still under factory warranty and my extended warranty, I had to hire a 3rd party appliance repair company to come look at the washer. I paid $180.00 out of pocket they reported that the cost to repair was over $1,700 and they suggest replacing the washer. No support from the store manager **** at AF or the service manager at Brand Source. I have now been without the washer and dryer for 3.5 more months. I have since ordered a replacement from Lowes. I also purchased over $15,000 of kitchen appliances at the same time from AF. The custom Caf double oven was dropped off their truck, the cook top was not the right size. when the replacement fridge and the substitution double oven came in, they were two big. We had to cut the cabinets for the fridge and the double oven. We had to cut the granite counter top for the cook top as well.

  Business Response

  Date: 05/07/2024

  Hello ****,

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

  I have reviewed your complaint and it appears that service was completed on 8/15/23 to fix your machine. Did this service appointment resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:03/13/2023

  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.

  Purchased in October 2022 with 3 year repair warranty. Brand Source Appliance partner of Appliance Factory Outlet - has sent letter to GE with no response. I have attached the email including to Appliance Factory and to GE. Neither has honored the refrigerator replacement even though they have been back out here 5 times. Each time the freezer fails we lose food and they come back out 3-5 days later to make another repair. The unit is loud and was purchased new. I don't understand why Appliance Factory will not honor a replacement of the unit given the continued failings.

  Business Response

  Date: 03/24/2023

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

  
  I sincerely apologize for not meeting your expectations. We have advocated on your behalf with GE but have been unable to leverage our position to acquire a return authorization. While most of the issues have already been resolved by Brand Source and GE service repairs, the unit is still making an unsatisfactory amount of noise. We are monitoring the situation closely. GE has recently completed a service call on 3/15 and has parts they believe will fix their unit. We will continue to advocate and monitor the situation. Please keep us updated on a resolution or further issues. We strive to make everyone a raving fan and again sincerely apologize for your inconvenience.
  
  *****************
  Regional Manager
  Appliance Factory & Mattress Kingdom

  Customer Answer

  Date: 03/29/2023

   
  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.
  GE Appliance Repair finally got involved to resolve the issue.  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/07/2023

  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.

  We recently bought a new ******* refridgerator from applaince factory outlet. The sales person pointed us to a dented model at a discount and we were ok with damage and shown pictures. We were told that this model had a promotion where you buy the fridge without doors, ******* will send you the door (panels) in the color you choose (included in price). We were told that you had to contact ******* after delivery. When the fridge was delivered and we attempted to order the door panels ******* stated it would take 12+ weeks, and we would receive them only if they were still available. When I contacted appliance factory and spoke with the manager, we were told a very different story than what we agreed to purchase from the sales person. He stated that doors were not included for this model. We have checked on numerous other retailers site and do not beleive this to be truthful. -- On *******s site it appears the promotion was for a free "second set of door panels". . We believe we have been sold an incomplete product, and appliance factory will not let us return this without a 50% restocking fee ($900+). We are currently left in limbo with a refridgerator with no door panels and a 4 month wait to see if we might possible get some from *******.

  Business Response

  Date: 03/21/2023

  Mr. ***** Mrs.  ********,
  
  
  We sincerely apologize for not meeting your expectations and for the miscommunication on how you would receive the free panels from ******** We have offered to allow you to reselect or wait for the free panels to arrive. As you purchased an out of box unit with great savings and now that  it has been used in your home for over a week we would love to help support you on receiving the panels. If we are reselecting and returning the fridge we ask for an immediate decision and not to use the refrigerator so we do not take a total loss. Our general manager is in contact with you. Please let use know your decision asap.
  Again, we apologize for not making this a raving fan experience and have coached our teams on how to better set expectations.
  
  ******************;
  Regional Manager
  Appliance Factory ***** Mattress Kingdom

• Initial Complaint

  Date:03/07/2023

  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 refrigerator for my garage in January. I was offered and paid for a 10 year warranty. The fridge was delivered on time and NEVER worked. I have been calling the store every other week since it arrived. They sent a repairman who said it does not work in a garage. I stated that I wanted to exchange it for something that worked. I continue to be told that they will look into it. Now, every time I call, managers are at "lunch" and salespeople "out" ... at this point - 2 months later I am frustrated.

  Business Response

  Date: 05/08/2024

  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 there was a service appointment on 3/08/23 to repair your refrigerator. This invoice indicates that your compressor was repaired. Did this service repair resolve your complaint?
  
  Please let me know how I can further be of assistance in resolving this matter. 
  
  Thank you,
  ********************************************
  Corporate Operations Manager

• Initial Complaint

  Date:03/07/2023

  Type:Delivery 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 mattress 2/15/23. Agreed delivery date was 2/26/23.Mattress was nover delivered

  Business Response

  Date: 06/03/2024

  Hello,

  This complaint has *** resolved. Please see attached invoice.

  Timeline of Events:
  Customer purchased a ********************** and then wanted to cancel the order, which we did.

  Customer was refunded his money.

  Customer sent a chargeback through his bank.

  Appliance Factory rejected the chargeback, due to the refund already being processed.

  Customer sends another chargeback. This one stays on the account. 

  Customer has gotten TWO full refunds of the purchase price.

  Customer now owes ********************************************* $1,592.28. For receiving and keeping both the original refund and the chargeback for the same amount. 

   

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:03/05/2023

  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.

  I purchased a ******* Stainless Steel Refrigerator on 1/1/23. It was delivered on 1/5/23. It has an auto-filled pitcher in the beverage center. It has not worked at all. I have been trying numerous times to get someone to repair it. When purchased, I was told that they have their own repairman for warranty work for appliances bought out of the box. There were 2 dates set up in Jan for a repairman but the repairman never showed up. I waited all day on both days. Finally after many calls to Appliance Factory, I was told that the company changed the way of repair. Supposedly, they contract out. My case was referred to one company. After a week of no contact from that company, I called again and they asked me if I knew a company. A company was referred to me and I told Appliance Factory and they sent my case to that company. It has been 10 days and no contact. I am at a loss on how to get my refrigerator fixed. I feel I am being ignored and hoping I will go away. Whats my next course if action?

  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 this matter.

  Thanks again,

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

  Corporate Operations Manager