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 Miamisburg

  8350 Springboro Pike Miamisburg, OH 45342

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:11/07/2025

  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.

  I am filing a formal complaint against ******* regarding a defective ******* induction range ( Serial Number: *************, purchased on 10/15/2025. Within the first 30 days of ownership, this appliance has required two significant repairs due to malfunctions that rendered it unusable. The range was defective upon delivery.Despite this product being clearly defective from the outset, ******* has repeatedly refused to replace the unit and has insisted on continued repairs. As a result, I have been without a functional range for extended periods and have had to take five days off work to accommodate service appointments and technician visits. This has caused considerable disruption, inconvenience, and financial loss.******** position has been that they will only repair the appliance, despite its repeated breakdowns within the first month of use. This is unreasonable and inconsistent with the expectation of a new, warrantied appliance functioning reliably. The range is clearly defective, and repeated repair attempts have not resolved the underlying quality ********************** is failing to honor its warranty in a meaningful way, and I am requesting assistance to obtain a resolution.Desired Resolution:I am requesting a full replacement of the induction range, or alternatively, a full refund of the purchase price.I have attempted to resolve this issue directly with *******, but they have not provided a reasonable or consumer-fair solution. Therefore, I am requesting BBB intervention to help facilitate a replacement.Thank you for your attention to this matter. I am happy to provide receipts, service records, repair documentation, and correspondence upon request.

  Business Response

  Date: 11/17/2025

  Hi *****,
  
  We sincerely apologize for the issues you are experiencing with your ******* induction range. We understand how frustrating this situation is, and we are committed to helping you achieve a resolution through the manufacturer.
  
  We have reached out to ******* on your behalf, and your service request was escalated on 11/10 for review for a full unit replacement or refund. We understand that, as of our conversation on 11/13/25, ******* has agreed to either fully replace the range or offer you a refund.
  
  We will continue to advocate for you with ******* to ensure that this resolution is executed quickly. We apologize again for the significant inconvenience and disruption this matter has caused.
  
  Sincerely,
  Customer Service Manager
  *********************************************

  Customer Answer

  Date: 11/17/2025

   
  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.
   
  The business has contacted me directly to resolve the issue 

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

• Initial Complaint

  Date:10/21/2025

  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 an extended warranty on a product and the I cannot get the item fixed. The part is on back order and is not available. I want a new washer if you cant fix it per the warranty terms. I have left several messages and just getting a run around this is horrible

  Business Response

  Date: 11/06/2025

  Hello *****,

  Thank you for working with us to resolve your complaint. We understand that these issues can be frustrating, and we appreciate your patience while we work through a resolution. 

  Our records indicated that we replaced the faulty unit. We hope that your replacement unit meets your satisfaction and that you are pleased with this solution. Our customers are very important to us, and we will use this experience to improve our processes. 

  Please feel free to reach out with any remaining issues. 

  Have a great day!

  Customer Service Manager

• Initial Complaint

  Date:10/19/2025

  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.

  This is about a $5000 defective mattress we are unable to *********** of initial sale: Sunday July 20, 2025 Product: Tempur-Pedic Pro-Adapt Twin XL (medium) and Twin XL (firm)Cost: $5000 (sold on a comfort guarantee and 30-day return policy for this major purchase)Delivered: Saturday August 2, 2025 Requested exchange: August 24, 2025 (firm mattress too firm, medium was better)Replacement Product: Tempur-Pedic Pro-Breeze (medium, king size)Cost: same but bought additional low profile box spring ($300)Delivered: Tuesday September 2, 2025 Reported something wrong with mattress about a week later and couldnt use the mattress. It was abnormally soft in spots as if it was previously used. Sales person said she would need to contact the store manager who would look into options and get back to us. After another week went by we didnt hear from them, we went back to the store. The manager seemed surprised to see us and tried to blame not getting back to us on his sales associate. Asking for an update on our options for return or exchange, the manager (****) unprofessionally and flippantly told us were stuck with the defective product and if we dont like it, sell it on ******** marketplace. We said this was unacceptable and asked to speak with someone else. Without any help from ****, we did our own research and found the Presidents hotline number. I left a voicemail to explain and escalate this matter. I felt the representative ******** was much more professional and said he would get back to me in a day or so. After patiently waiting three weeks for a resolution, and following up a couple of times, I decided it would be in our best interests to file this complaint. We still seek a fair resolution that could include a refund minus 20% restocking fee, a new mattress to replace the defective one (possibly used?) we were given, or even store credit to buy appliances we need. We cannot accept keeping a $5000 defective mattress we cannot use or sell.

  Business Response

  Date: 10/29/2025

  Appliance Factory & Mattress Kingdom takes all customer concerns seriously and appreciates the opportunity to respond.

  This customer originally purchased two Twin XL Tempur-Pedic Pro-Adapt mattressesone medium and one firmon July 20, 2025. Although our Comfort Exchange Policy clearly states that Twin XL sizes are not eligible for comfort exchanges, we made a one-time exception as a courtesy to the customer and approved an exchange for a different model (the Tempur-Pedic Pro-Breeze in a King size) at no additional cost, other than their requested box spring purchase.

  After receiving the replacement mattress on September 2, 2025, the customer later reported it felt softer in certain areas and requested another exchange or refund. However, after reviewing the claim, there was no evidence or documentation indicating a manufacturer defect with the mattress. Tempur-Pedic products are designed to contour to body weight and temperature, which can create a sensation of softness that is normal and expected as the material adjusts to use. The Comfort Exchange Policy also explicitly states, "Only one exchange per customer." See attached.

  As a retailer, we are bound by both manufacturer warranty terms and our Comfort Exchange Policy. Since the customers original purchase already fell outside of the standard exchange parameters and the second mattress shows no confirmed defect, we are unable to authorize a second exchange or refund.

  We regret that the customer is dissatisfied and apologize for any inconvenience they experienced. Appliance Factory & Mattress Kingdom values its customers and strives to be transparent and fair within the guidelines of our published policies.

  Manufacturer defects fall within the manufacturer's warranty. Here is a link to file a warranty claim through Tempur-Pedic, ********************************************************

  Thank you,

  Customer Service Manager

• Initial Complaint

  Date:10/13/2025

  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.

  We purchased a refrigerator through this company in August and it was supposed to be delivered the week after our purchase. On the scheduled delivery date we heard nothing from the company and the delivery did not show. We called the business and they scheduled us for the following week. The refrigerator was then delivered and we quickly noticed (within minutes of the driver leaving) that the freezer compartment was not operating correctly. It would not even open all of the way. We then had a maintenance man come and take a look at it a few days later and he stated the entire freezer compartment was broken and needed a piece to be ordered to be fixed. We were told we would hear back the following day to schedule a time for the following week for someone to come and repair it. We never heard back. We called the business multiple times and were told we would get a call by the end of day each time but we never did. Weeks have gone by and we finally heard from the company and scheduled a time for them to come again. They did not show again. We are now almost 2 months beyond the purchase and this is not resolved. We are just asking that someone come repair our refrigerator or return our money to purchase one elsewhere. Thank you.

  Business Response

  Date: 10/29/2025

  Hello ********,

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

  Your parts are on order to complete the repair to your unit. **** *****, with ********************* will remain in contact until that repair is complete.

  Please don't hesitate to contact us with any outstanding issues. 

  Have a great day!

  Customer Service Manager

• Initial Complaint

  Date:10/03/2025

  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.

  The company, Colorado Springs Appliance Factory, sold me a clothes dryer under the guise of "cosmetic flaws". Once I received it, I called the person that sold it to me, ********* and told her that the damage was more than the blurry pictures I was shown relayed. The dents were coming from inside of the machine protruding out. They fraudulently sold me a mechanically damaged unit. Once hooked up the dryer was very loud as could be predicted from the exterior appearance. There was also a burning smell. I called and was refused the ability to talk to a manager. I was told it's not possible. We have been trying to return both the washer and dryer to part ways with this company and they also refused to do that. They immediately said that even though it's damaged the warranty will cover it. So, there's fraud, deceptive selling and theft. They're stealing warranty services from ********** on units they far more than cosmetically damaged before it's sold. They also use an in house or sister company for the repairs that will charge the warranty. Therefore, covering their money on the damage they caused. Instead of fixing it themselves and spending the money, they sell it as a deal as "cosmetically flawed", get it in the customers home and then claim warranty so they don't have to pay money to fix what they broke. In turn the repair company they are tied to, Brand Source, also makes money on the repairs on the fraudulent warranty claims. My dad a retired navy veteran purchased these units for me.

  Business Response

  Date: 10/13/2025

  Hello *****,

  Thank you for working with us to resolve your complaint. Our records indicate your items have been returned and you have been refunded in full.

  Customer satisfaction is very important to us. Please feel free to reach out with any outstanding issues. 

  Thank you,

  Customer Service Manager

• Initial Complaint

  Date:09/13/2025

  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.

  I completed an order online for an advertised price of $90 with a pickup in ******. Sales associate called the next day after being sent an invoice for $90 that the item was going to actually be $140.

  Business Response

  Date: 09/22/2025

  Hello *******,

  We are sorry you have had this experience. Customer satisfaction is very important to us. It looks like the item you intended to purchase was missing from inventory at the store. This, unfortunately, does happen occasionally when an item can not be located. I understand you were offered a comparable model, but the model offered carried a slightly higher price. Prices differ from model to model based on several factors. We strive to maintain accurate inventory information on our website, with thousands of products sold monthly, and discrepancies can happen. 

  Since your card was not charged for this transaction, there is no amount to be refunded. 

  We apologize for the inconvenience. Have a great day!

  Thank you,

  Customer Service Manager

   

  Customer Answer

  Date: 09/22/2025

   
  Complaint: 23880413
  
  I am rejecting this response because it is a classic bait and switch to put products on your website and send an invoice yet have no intention of selling nor honoring the stated price.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/11/2025

  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.

  Weve now had 2 faulty appliances delivered from this place of business. We ordered a fridge with them which was delivered early July. The day after it was installed we called to complain that its extremely loud and not functioning properly. Then, 3 weeks ago we had a dryer delivered that doesnt even turn on. Weve been trying to get them to replace the appliances and after much back and forth today they were supposed to to deliver the replacements. They never showed up. Allegedly the District Manager didnt approve the discount we were given and instructed the appliances be removed from delivery. This is after almost 2 months of trying to resolve this, not having phone calls returned, lies being told to us about resolutions, etc. This is one of the worst companies Ive ever encountered.

  Business Response

  Date: 10/01/2025

  Hello ********,

  Thank you for working with us to resolve your complaint. We value customer satisfaction and appreciate your feedback; honest feedback helps us to improve. 

  Our records show that you received replacement units on 9/25/25 and had an ice maker installed recently. We hope that the replacements have resolved your complaint. 

  Please feel free to reach out with any outstanding issues. 

  Thanks again,

  Customer Service Manager

• 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:08/04/2025

  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.

  We purchased an allegedly brand new Frigidaire dishwasher from this company in May of this year. It came in factory packaging and was installed, and immediately leaked and ruined our hardwood floors due to dozens of pin ***** holes all throughout its drain hose. We have since replaced the faulty hose and attempted to file an insurance claim for our floors, and both the retailer and manufacturer of the appliance have been completely unwilling to take any responsibility for the defective and falsely represented machine. It also does not properly drain, and the entire machine smells like rotting food. We have had 2 plumbers out; it is not an installation issue, everything is properly plumbed and attached. The company has refused our attempts at return and/or replacement. We cant afford to just randomly replace appliances - we have a large family, and this machine literally doesnt clean or sanitize our dishes well enough to safely eat off of, and on top of all this, our kitchen floors were ruined.

  Business Response

  Date: 08/15/2025

  Hello *****,
  

  We are sorry that you have had this experience. The dishwasher you purchased was a customer pick-up order that you collected on May 12, 2025. This was a new inbox item, fully sealed by the manufacturer. 
  

  We cannot confirm the complaint of a damaged drain hose, as this would have also been sealed in the box. Since Appliance Factory did not provide delivery or installation services, at this stage, there is not much we can do but provide you with resources to get help from the manufacturer. This is the next step in the process. 
  

  The unit you have purchased is protected under the manufacturer's warranty. You did not buy any additional warranty from Appliance Factory. If the dishwasher is not performing up to expectations, you can schedule service through Frigidaire. 
  

  Frigidaire makes it easy to schedule service online. Use the link below. 
  

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

  We understand this process can be frustrating and appreciate your patience. 
  

  Thank you,
  Customer Service Manager

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23698737
  
  I am rejecting this response because:

  We have already been in communication with your store, Frigidaire, and Electrolux, who are the preferred service vendor for Frigidaire.
  

  Electrolux have been out twice, the first time to inspect and confirm the damaged drain hose, which they then had to order, and then several weeks later to install the new hose.

  The tech who came out confirmed that the original hose was riddled with pinprick holes before ordering the replacement. As you mentioned, it was in factory sealed packaging, so we have no explanation for this. Nevertheless, we are left with damaged floors, a dishwasher that constantly stinks and doesnt actually clean our dishes, and no options as to getting our money back or getting the faulty appliance replaced.

  I have no idea whether the original defect is the cause of the ongoing issues with the smell and performance of the dishwasher, because I am a consumer, not an appliance specialist, but it is very frustrating to have had to resort to an internet complaint on Better Business Bureau when we have called the store repeatedly only to be told everything  purchased is non-returnable.

  You sold us a faulty product, and we have been left with no recourse to resolve the problem, either by your store or the manufacturer.

   

   

   

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

  Business Response

  Date: 09/04/2025

  *****,

  Thank you for sharing your concerns with us. The product you received was a new, in-box item, exactly as it arrived to us from the manufacturer, **********. We understand your frustration; however, the matter youve raised falls under the manufacturers warranty. Our District Manager/Store Manager has been in touch with you to help you come to a solution with the manufacturer. He has put you in touch with Frigidaire and gotten our Frigidaire manufacturer representative involved in your damage claim.

  We are sorry you have had this frustrating experience, and we strive to help facilitate a satisfactory resolution with Frigidaire on this issue. 
  

  We want you to know that we take all customer feedback seriously and will use this information as we continue working closely with our manufacturers to ensure the best possible experience for our customers.
  

  Thank you again. 

  Customer Service Manager

• 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