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

  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

  7957 Mall Road Florence, KY 41042

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:08/12/2025

  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.

  On August 4th, 2025 we purchased a scratch and dent refrigerator for delivery on August 8th. At the time of purchase, we were shown only minor cosmetic dents.Upon delivery, the drivers informed us that the power cord connection was broken, rendering the refrigerator nonfunctional. This significant defect was never disclosed to us. We refused delivery immediately and contacted the store for a refund.We spoke with ****, who identified himself as the manager, and he assured us that the refund would be processed. Five days later, upon following up, we discovered the refund had not even been ************ has now been 8 days since our purchase, and we are still waiting for the return to be processed. This delay is unacceptable. We expect the refund to be issued immediately to avoid further action.

  Business Response

  Date: 08/14/2025

  Hello *******,

  Your credit was processed back to your card on 8/13/25 for $1,883.06. We apologize for any inconvenience this issue has caused you. Customer satisfaction is very important to us. 

  You will see your refund hit your bank account within 5-7 days of the transaction date. Unfortunately, we are unable to speed up the bank's process for refund transactions.  

  Please see attached documentation.

  We hope this refund fully resolves your complaint. 

  Thank you for your patience during this process. 

  Customer Service Manager

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23738534
  
  I am rejecting this response because:  This was not a TOTAL refund.  I am writing to formally address the fact that $117.00 was not refunded to me, with no explanation provided. This is unacceptable.
  Your company attempted to deliver a refrigerator that was non-functional, and the delivery team confirmed this and we refused to have them even take it off the truck. Since the product was never delivered and clearly defective, it is unreasonable to charge me $117.00 for trusting that your company would provide a working appliance.
  I expect a FULL refund
  

  Sincerely,
  **** *****

  Business Response

  Date: 08/22/2025

  Good afternoon,

  We apologize for the oversight. Our salesperson simply forgot to include the original delivery charges in the refund that was previously issued. We have refunded an additional $117 back to your original form of payment; the receipt is attached. This was processed today. It will hit your bank account within 7 business days. We apologize for the delay. 

  We hope this resolves your complaint and hope you have a lovely weekend. 

  Feel free to reach out if you have any remaining issues. 

  Thank you,

  Customer Service Manager

  Customer Answer

  Date: 08/22/2025

   
  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:07/29/2025

  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.

  On 7/20/25, we purchased both a refrigerator/stove from your ********, **** location. The appliances were delivered on 7/26. Immediately upon delivery, we noticed that the refrigerator was not cooling and not producing ice. We contacted the store the same day and were advised to give it 24 hours. By the next morning, the refrigerator was completely hot and all our perishable food had spoiled. We called again and were told that no service technicians were available on weekends and someone would reach out first thing Monday. No one contacted us. After following up ourselves yet again, we were informed that service was backlogged and the soonest a technician could assess the refrigerator would be Tuesday. We should have been made a priority from the moment we reported the issue, especially considering the appliance was delivered defective and our working refrigerator had already been removed. We were given an 810 AM window. After more phone calls, he finally arrived after 11 AM, only to confirm that the compressor was completely faulty. We were then told it would take up to 48 hours to receive a credit so we could purchase a replacement through your company, and that we would be expected to pay the additional cost since the model we originally purchased is now out of stock. We received a defective appliance, your team had been aware of the issue for more than 48 hours, and now we are being asked to pay more money for a replacement? This is a complete failure in customer service and accountability. It is also completely unrealistic, especially considering that we have been without a functioning refrigerator for several days, through no fault of our own and your staff has been fully aware. We purchased a new refrigerator in good faith, and your company delivered a defective unit, took our working fridge, and has failed to provide timely or reasonable service. The idea that we are now expected to pay extra to fix this issue is absurd and unethical.

  Business Response

  Date: 08/06/2025

  Hi *****,

  Thank you for contacting us regarding your refrigerator issues. Customer satisfaction is very important to us. 

  I see we were able to provide you with a comparable replacement unit after all. See attached invoice. We are happy to have been able to work with you to resolve this problem. 

  Please feel free to reach out with any outstanding issues. 

  Thank you,

  Customer Service Manager

• Initial Complaint

  Date:07/16/2025

  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.

  I purchased several appliances from Appliance Factory Outlet December 2021. We have had one problem after another just 2 weeks after purchasing the refrigerator. According to thier "policy" after 3 times of an unsuccessful repair they are to warranty it out, however that was not the case for me! Brand Source came to my home AT LEAST 5 times for my ice maker! They finally warrantied my fridge but gave me a lousy $800 because of " depreciation." I should've got more money for the depression because they kept throwing parts at it! I CALLED THE PRESIDENT'S HOTLINE NUMEROUS TIMES WITH NO ONE CALLING ME BACK. THEY JUST TRANSFER ME TO BRAND SOURCE WHOM I'M HAVING THE ISSUE WITH THE NEED TO SPEAK WITH SOMEBODY ABOVE THEM. I WOULD LIKE FOR SOMEBODY TO REVIEW THIS CASE BECAUSE I HAVE BEEN SCREWED OUT OF MONEY BECAUSE IT SHOULD'VE BEEN TAKEN CARE OF MONTHS AGO!!! I CAN NOT AFFORD TO BUY A REFRIGERATOR ESPECIALLY WITH LOUSY EIGHT HUNDRED DOLLARS! When a "comparable" version is over 3K and the same model scratch and dent is over 2k! I understand I need to add money to purchase a new fridge but I should've got a couple hundred dollars more from my warranty!

  Business Response

  Date: 07/24/2025

  Hello *******,

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

  We hope the additional $250 in warranty credit helps to bring this issue to a close. 

  Please feel free to reach out with any unresolved issues. 

  Thank you,

  Customer Service Manager

• Initial Complaint

  Date:07/11/2025

  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 extended warranty. At time of purchase indicated we are a military family and move frequentlythey said we were fully covered no matter where we moved. We since moved over 2 years ago (only in ** for 15 mo of our 4 year warranty plan). Issues with dryer called store and referred to warranty company. Filled out warranty claim form on a weekend-warranty company called back and said they dont service MO and that I needed to call store for refund. Store was less than helpful or responsive. Said I was misinformed by warranty company as they are nationwide. Called president hotline and left message. **************** called back and reconfirmed they dont service MO that I needed to contact store for a refund or could pay more $ to transfer warranty ( paying more is NOT an acceptable option)said she would contact store and look into issue more for resolution. Never received return call.

  Business Response

  Date: 08/04/2025

  Hello ******,

  We apologize for any miscommunication regarding your warranty and the coverage provided. Customer satisfaction is very important to us. We have been trying to reach you regarding a resolution to this complaint. We are open to discussing a credit or service transfer. Please reach our to ****** at Product Protection Plus to get this issue taken care of, ************************************************************. 

  We hope to come to a resolution on this as soon as possible. 

  Thank you,

  Customer Service Manager

  Customer Answer

  Date: 08/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of the refund is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:06/19/2025

  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.

  We purchased a dishwasher on 6/14/2025, upon attempting to install the until it was noted that the two rear leveling feet were missing. I continued with the instructions and ran a wash cycle per the installation instructions and the unit would not complete a dry cycle. I uninstalled the unit and took it back to the store in hopes of exchanging the unit for a different one. I was told the the return would need to be approved before the return could be accepted. The sales representative sent an email requesting approval of the return and that request was denied. The receipt does not state returns must be approved, the receipt and the sales representative both state that there will be a restocking fee up to 50% of the purchase price of the product. No where does it state refunds are not accepted or that an approval was needed as part of the return process.

  Customer Answer

  Date: 06/21/2025

  ******, the company reached out to me and have agreed to issue a refund and to take the product back. I would like to close out the above referenced case, as this matter has been resolved. Thank you for your time, consideration and assistance in this matter.

   

  **** ******

• Initial Complaint

  Date:06/16/2025

  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.

  On 6/7, we purchased a refrigerator and stove, with delivery scheduled for 6/13. We paid extra for removal of old appliances, a stove cord, and water lines for proper installation. At the time of purchase, we told the salesperson that due to my husbands medical test on the morning of 6/13, we needed to be one of the last stops of the day. We were assured this wouldnt be an issue since deliveries in our area are typically scheduled for later in the day.On 6/12, we received a notification that our delivery was scheduled between 710 a.m. My husband called the general manager to explain the issue, and while the warehouse was closed at the time, we were told a note would be sent for the team to address in the morning. At 8:30 a.m. on 6/13, we received a call that the drivers were on their way. My husband reiterated the situation, and the driver said hed check with his supervisor and call back. He never did. We attempted multiple times to reach him with no luck and were given no updates.We were forced to cancel my husbands medical appointment, incurring a $100 cancellation fee. Then at 3:30 p.m., we were told our delivery wouldnt be arriving at all and was rescheduled for 6/14.On 6/14, delivery was made around 8 a.m. The old appliances were removed, and the new ones were brought in. However, the stove cord was missing, and the fridge water line was broken and not installed. The driver did not mention either issue and simply left us with two non-functional appliances. We have children and need access to both.Weve spent the last two days trying to resolve this through the local store with no success. We had to purchase a cord separately just to be able to cook, and as of 6/16, the fridge remains unhooked with a cracked shelf.This entire experience has been frustrating, costly, and unnecessarily stressful. We are requesting a resolution, including reimbursement for incurred costs and full functionality of both appliances.

  Business Response

  Date: 06/24/2025

  Hello ********,

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

  We are happy to have been able to provide you with the $200 credit. 

  Please reach out with any unresolved issues. 

  Thanks again,

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

• Initial Complaint

  Date:06/15/2025

  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.

  I bought a stove at the store in *********, *** I had it delivered in the middle to end of may. I used this stove 2 times and it's not broken. I tried to submit to ** to get a repair. They said they can't get anyone out to fix it. I want a return and refund from this horrible situation. I would appreciate this being resolved. I have been dealing with rude employees and no one has helped me.

  Business Response

  Date: 07/03/2025

  Hello ******,

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

  I understand a service appointment was set up through **. We hope that this appointment resolves your complaint. 

  Please reach out with any unresolved issues or concerns. 

  Thanks again,

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

• Initial Complaint

  Date:06/07/2025

  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.

  Mattresses purchased on 5/2/2025. Purchased a Dreamcloud brand as the process for returns was 365 days. Was never provided the comfort exchange policy at the time of purchase, and never advised our purchase didn't include the ********** purchase guarantee! So disappointed to learn that after 30 days of sleeping, we weren't able to receive a refund. We even asked for an exchange for another item in the store, since we were so uncomfortable in our bed.

  Business Response

  Date: 06/16/2025

  Hello,

  Thank you for working with us to resolve your complaint. 

  Your exchange is scheduled for the 22nd of June. I have attached the Credit Memo for your reference.

  We hope you are fully satisfied with this resolution. 

  Please feel free to reach out with any outstanding issues or concerns. 

  Thanks again,

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

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23439563
  
  I am rejecting this response because: i do not understand the response? what does "Your exchange is scheduled for the 22nd of June" mean? I am requesting a refund. Please advise. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/25/2025

  Apologies for the confusion. 

  The district manager, **** ****, has been trying to reach you to resolve this matter. Please call him at  ************.

  Your purchase qualifies for a comfort exchange. Once you contact ****, he can help you get this resolved. 

  The date previously mentioned date was a place holder. 

  We are looking forward to hearing from you.

  Thank you,

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

• Initial Complaint

  Date:05/27/2025

  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.

  I bought a Verona wall oven in July 2024 from Appliance Factory and they installed it. The oven does not work properly. It will not hold a steady temperature and the broiler is very weak. Since its installation I have been on the phone with Appliance factory and ****** in **. Several times they sent jets for me to install in the oven and broiler which did not solve the problems. Over three months ago they sent a service company who inspected the over and said it needed a thermostat and other parts that he was to order. I have not heard back from him. During the past two weeks I have called the sales person **** at Appliance Factory *************) and asked him refund my money and come get the oven. He has said that he will check on it and get back to me. Nothing is happening. I have gone above and beyond to make this oven work properly and it does not. I am done.

  Business Response

  Date: 06/06/2025

  Mr. ******,

  Thank you for working with us to resolve your complaint. We are sorry this process is taking so long. 

  We are working with Verona/Euro Chef and trying to get your return approved. This is the process that we have to follow when a product is defective. 

  Verona/Euro Chef has not been responsive and we have had to reach out multiple times and will continue to escalate this with them until we get this issue resolved.

  Please reach out with any questions or concerns. We hope to have full resolution of this matter by next week. 

  Thank you,

  Customer Service Manager

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23381229
  
  I am rejecting this response because:

  This is not progress.  The problem for nearly a year is lack of response and lack of service to make the oven function properly. I have worked diligently for ten months to make the oven function.  I need to move on.   I am no longer interested in making the oven function properly.  I want the return of the purchase price and the oven returned.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/25/2025

  Hello *******,

  Thank you again for you patience while working through this complaint. 

  We have your return scheduled for7/1/25. I understand you are having the chargeback reversed at your bank so that we can process the refund for you. 

  Apologies for the lengthy processing time. We appreciate your business and hope to have this issue fully resolved shortly.

  Sincerely,

  Customer Service Manager

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23381229
  
  I am rejecting this response because:

  Yes, the oven was removed yesterday but, I need my purchase money refunded before I am satisfied.

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

  Business Response

  Date: 07/17/2025

  Hi *******,

  Thank you for your patience during this process. Your balance has been refunded. Please see attached receipts.

  Don't hesitate to reach out with any unresolved issues.

  Have a great day!

  Customer Service Manager

• Initial Complaint

  Date:05/02/2025

  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.

  On May 17, 2025 I purchased Samsung Induction Range from Appliance Factory in ************, *** The cost of the unit was $844.12. They installed the range on May 22. The delivery driver pointed out damage to the unit and said he took pictures for manager and a repair person would replace the part. I then pointed out additional damage and that the range top did not turn on. He said I needed an app to configure the appliance. When he left I tried everything to turn it on and noticed the control panel was broken also. I called the store 10 minutes later and spoke with the sales person (****) that said they would get me a replacement. They are now saying I need to file a repair ticket with an appliance repair person to come out. I requested a replacement as the unit was not functioning and broken when installed as pointed out to the delivery person. It's unfair to put the burden and cost on me to fix a problem they created.

  Business Response

  Date: 05/14/2025

  Hello *****,

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

  Your exchange has been authorized. We hope the exchange provides full resolution for you. 

  Please reach out with any outstanding issues. 

  Have a great day,

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

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23278439
  
  I am rejecting this response because:

  I received a call from ***** the ************ sales manager on May 7 stating a "replacement credit" was approved. However, the delivery manager was out for 2 days. When he was back, ***** was to call me back and schedule a delivery. I have not heard from anyone since. This is the 3rd time Appliance Factory has approved a replacement and then changed business tactics to deflect responsibility.  I can't consider this issue resolved until I actually have a refund or replacement in my home.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/04/2025

  *****,

  Thank you again for your patience during this process.

  I see your new unit was delivered and installed yesterday. 

  We hope this replacement unit resolves your complaint. 

  Please feel free to reach out with any outstanding issues. 

  Have a great day!

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