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

  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:12/03/2022

  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.

  After calling five times, the store still hasnt refunded me my $30 for a waterline they sold me on. This was completely unnecessary and the appliance delivery folks even mentioned they scam people on these all the time. Appliance factory has been playing with my money for too long. Each time I call they swear the refund is in process. Bought another appliance from them too and they never once bothered to follow up on its promised availability. I had to make all the calls until eventually they just said it was never even available. Very rude staff. Very deceptive and sleazy. Many racist things have been said by their staff. Very unprofessional and I cant believe they are still around.

  Business Response

  Date: 12/20/2022

  According to the customer, they are still waiting for their refund of $30.  I have tried to reach out to the customer in hopes of trying to get this resolved.  I am also partnering up with accounting in making sure that the refund has been processed correctly and that the customer has gotten their $30 back.  

  Customer Answer

  Date: 01/02/2023

  My case has yet to be resolved. While the sales management called a week or two ago, I have yet to see them put their money where their mouth is. Matter of fact, they are two days late on calling me back with a new scheduled date to come out. 

  Business Response

  Date: 01/12/2023

  The customer was refunded the waterline on December 2nd 2022.  Invoice created for this is MW00063643.  **** will then reach out to the customer to update him and email him the receipt of the credit that was done.  ***** also repurchased a OTR Microwave a couple of weeks ago to resolve the situation.  Customer is all taken care of on our end.  

  Customer Answer

  Date: 01/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Refund was received. I did purchase a new microwave. Was told I'd be contacted the next business day. Two weeks later, no phone call/contact. I had to reach back out to the store to organize the delivery and installation. Eventually, the problem was resolved. We are done here.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/02/2022

  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.

  Me and my wife purchased an appliances set from appliance factory located in ****** Colorado. We ended up financing through an appliance factory card that is funded through wellsfargo. In verbally going over the terms I had concerns of when the promotional terms started as it was one year 0 interest . All items were high end and not in syick due to covid and required a 4 to 6 month backorder. I wanted to insure the terms didn't start until we had the appliance. The sales rep indicated that yes o was correct not to worry until the items are in stock the terms don't start buy if I wanted to I can start paying early to give me a head start. I didn't really get w choice cause I started getting billed immediately by ********** which frankly I thought nothing of it. I projected the one year no interest terms on a basis of what I was told when the items were in stick. We received our taxes and called wellsfargo to pay the balance in full for what should have been 4 to 5 months early. I was then informed our terms expired and all the interest retrofitted so the balance was ultimately close to the original balance. We then contacted appliance factory and spoke to the manager **** in which you can here us via call recordings talking to. You can hear him agree that if the items were not in stock tge sales rep was correct in what he told us but he had to verify which he layer did and no items were I'm stock for almost 5 to 6 months after agreeing to the deal. For nearly a month **** the manager was very nice and agreed that it was a mistake on the of their end and accounting will get it fixed and it was taking time because they've never had this happen and they are sorry and will get it fix. Then he turned real fast ultimately accusing ********** on not wanting to help and unfortunately there's nothing they can do to help anymore. Still agreeing that they misreported the date of purchase causing the issue but they can't help and proceeded to get very rude and hung up.

  Business Response

  Date: 04/24/2024

  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 is my understanding that you have been credited for the overage in interest charges for your purchase. Did this refund of the interest charges 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:12/01/2022

  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 dishwasher from this company in June of 2022. The appliance hasn't worked since they installed it-- it won't clean the dishes, nor will it shut off -- I have to shut it off at the main switch. There have been 4 service calls completed, and the problem is not resolved. (I also called their "president's" line last week, left a message, and have heard nothing). I have video/pics to back up my claims. If you could help resolve this issue, I would be most appreciative. I'd love to have a working dishwasher in my kitchen-- I'm getting tired of washing dishes by hand. Thank you for your assistance ***** Brandner

  Business Response

  Date: 04/10/2024

  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 from my understanding, the store has authorized an exchange is waiting for you to select a replacement unit. Will this exchange 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:11/29/2022

  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 a refrigerator at the ******** location on 10/28/2022. It was sold to me as brand new, out-of-box. It was delivered on 11/4/2022. The water line did not function. I called the store and they sent an e-mail to the delivery crew asking for someone to come back out and help me. Never heard back. I called several more times until I finally spoke to someone on Wed. 11/16/2022 who ordered a service call from GE. They came out on Saturday 11/19/2022 and diagnosed the problem as the water system/pump not getting electricity to it. Not only was the water line completely non-functional, but when they opened the back panel to diagnose the problem they discovered the inside was absolutely filthy, showing that it was a USED refrigerator that was sold as brand new. I have been trying since 11/19/2022 to just get an answer about getting this unit replaced. No one will call me back and when I call the store to ask, they say it has been "escalated" but that their hands are tied until they get a return e-mail from corporate giving them permission to do something. I asked if they could call the corporate office and the answer was "no". The store manager is unable to resolve this and has tried resolving it with the warehouse with no luck. I need a timely resolution or a complete refund.

  Business Response

  Date: 12/13/2022

  This issue has been resolved. We processed an exchange for this customer that was completed to her satisfaction on 12/9.

  Customer Answer

  Date: 12/13/2022

   
  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:11/28/2022

  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 purchased a washer/dryer on schedule date for delivery I get a call after waiting ***** on unit.That my dryer drum wasnt working ok cool.So I was told I was getting an upgrade due to issues false they tried to down grade my purchase my total was $1,947 so once they tried to correct and have delivery set up again the delivery driver refused to connect my units which I pd for.Then tells me he delivers for other companies and wont be me unit if i go somewhere else.So I proceed for a refund Ill pay for removing old unit and delivery for the one pc of unit brought upstairs.That was fine so since my credit carded had fraud activity card got locked so couldnt refund back on card.Here we are 11/28/22 and still waiting on refund supposed to have been mailed for $1873 and still nothing wft

  Business Response

  Date: 12/09/2022

  This customer requested a refund on October 31st. The request was sent but not approved until November 29th. Accounting has confirmed that the check is now being processed and sent to the customer.

• Initial Complaint

  Date:11/28/2022

  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 brand new appliances September 15th. Company installed on Sept 28th (late) and immediately had issues with ****** requiring a repair man. Oven install needed ***********, paid $300 for but has not delivered on completing this install. Today Dishwasher started leaking, damaging my floors and ceiling in basement but company hasn't responded to my request for service. only promises for call backs.

  Business Response

  Date: 11/29/2022

  *******, 

  
          I sincerely apologize for not meeting your expectations. Appliance Factory and it's trade partners strive to provide excellent customer **********************. I have spoken with Brand Source *********************** and they will be receiving the *********** piece today and are reaching out to you to schedule. During this installation they will also evaluate the dishwasher to ensure it was not an installation issue. If there is an issue with manufacturing of the dishwasher, we will advocate on your behalf with the manufacturer to get it resolved as fast as possible. Again, I sincerely apologize and will monitor this situation closely.
  
  
  *****************
  Regional Manager

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18471223
  
  I am rejecting this response because:  A tech came out 2 days ago to install the Trim on the oven and made mistakes.  A new tech came out today to try to correct this and realized we have to start over.  The first tech damaged my cabinets, leaving epoxy all over the newly refinished cabinet surround and refused to follow instructions on how to correctly install the stainless trim.  This has gone from bad to worse, and now is causing physical damage to my home.  

  Meanwhile your company refuses to service the new dishwasher that is leaking and instead made me go through the manufacturer (even though I bought your extended warranty) and they have not resolved the issue.  I now have damaged floors thanks to the leak, damaged cabinetry thanks to incompetence from the installer and am no closer to resolution or even an attempt to make me whole.

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

  Business Response

  Date: 04/09/2024

  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 this was resolved in early 2023. Is this complaint resolved on your end?

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

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:11/26/2022

  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 G.E. Profile Washer, ************* Washer on 11/7/22 and paid for a warranty on the Washer/Dryer. My salesman told me I would receive units in "Front New Condition" but would have minor blemishes on the sides and back of the units, but would otherwise function as new. Before I handed him my payment, I clarified that from the front, the units would appear as they were brand new and I was told, "Yes". None of the 3 delivered met that criteria. There were significant dings, dents & scratches on the fronts of all 3. The dryer didn't even have feet. The dishwasher didn't even have the pump installed so the 1st cycle would have flooded my kitchen. After 2.5 weeks with 3 appliances in my living room, and the company refusing to pick them up until the replacements came, I had to take them back myself the day before Thanksgiving because we had people coming but no space for anyone to sit. After an egregious amount of time, and all kinds of excuses, the replacement washer still had a huge dent in the front and scratches on the door. When I attempted to resolve the situation with the manager, he told me that what I paid for was "B Grade" and if I wanted anything better than that, I would have to pay more money. I told him that I paid for "Front New Condition" because that's what the sales person told me I would be receiving before I handed him my card. The manager then told me that's not how it works. Instead, the warehouse ships the grade that is commensurate to the price that I paid regardless of any interaction or promises made by the salesperson at the point of sale. I insisted that I paid for "Front New Condition" because when I pulled out my card, that's what I was told that I would get. He kept cutting me off and would not allow me to finish my point. This business is engaging in deceptive business practices. The Mgr's further bait and switch tactic, attempting to make me pay additional money for what I was originally promised is unacceptable.

  Business Response

  Date: 04/04/2024

  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 that there was a credit issued to you on 01/03/23, in the amount of $666.48. Did this credit amount resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:11/25/2022

  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.

  Beware of this company - THEY ARE SCAMMERS AND WON'T DELIVER MATTRESSES.I purchase a mattress on Nov 5th. I was told the mattress would be delivered on Nov 11th. I have been told 6 DIFFERENT TIMES that something happened to the mattress and that they would have to request it again. - 1st time - Told me on Nov 10th that the warehouse forgot to put it on the truck and they would have to put in another request.- 2nd time - several days later - Told me the warehouse forgot to put it on the truck again and they would have to put in another request.- 3rd time - several days later - Told me the warehouse forgot to put it on the truck again - 4th time - spoke to the manager *******************. He promised it would arrive before Thanksgiving and promised a Tuesday, 22nd delivery. Then he called me and said the truck broke down on the side of the road. - 5th time - I called them on Nov 25th. Spoke to Mark. He said he didn't have the mattress in their store yet. When I asked where it was, he didn't know. I said well if it's not in the store, then it still must be in the broken-down truck. Then he changed the story and said they took the mattress back to the warehouse. I told him I wanted to cancel the order. He said he would charge a restocking fee and that mattresses are non-refundable. UMMM... HOW ARE YOU GOING TO CHARGE A RESTOCKING FEE IF IT NEVER LEFT THE WAREHOUSE? HOW EXACTLY DOES ONE RETURN A MATTRESS IF THEY HAVE NEVER RECEIVED IT?!! I do have paperwork that says it is refundable. - 6th time - I called again about an hour later Nov 25th and was told a truck delivery from the warehouse was being made in an hour and my mattress may be on that truck. I asked to get a call back the same day to confirm. The employee agreed. NO ONE CALLED ME BACK! END RESULT: NO MATTRESS, OUT $2183 dollars!If you need proof that the above did indeed happen, I have voice messages, a call log with some recorded conversations, and my invoice.

  Business Response

  Date: 12/06/2022

  We have spoken to this customer and issued her a full refund.

   

   

  Customer Answer

  Date: 12/06/2022

   
  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:11/25/2022

  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 6th 2022, we purchased a refrigerator dishwasher stove and microwave from The Appliance Factory in Westminster colorado. It has been over 2 months since we made this purchase. We have gone through two refrigerators, many attempts at getting them out here to repair both the refrigerator and the dishwasher. Neither of them have been fixed yet. We have been lied to. We have had appointments scheduled that the technicians did not show up for or call. We have tried contacting the store manager directly, he promises to call back but does not. We are at the edge of our rope right now and don't know how to resolve this issue. I have tried to take every Avenue I could to get this issue corrected and have hit a dead end at every turn. The manager we have talked to at the store in Westminster is named ****. He has been less than helpful. All I want is to get the refrigerator we purchased to work properly and the dishwasher we purchased to work at all. After 2 months it is amazing to me that this cannot be fixed. We have had damage to our home we have had people say they showed up and called and that is a lie. I have tried to contact corporate office but don't seem to be able to get through. When you call their president's ********** ends up just sending an email to the store that has not been able to help us to begin with. Please help!

  Business Response

  Date: 12/19/2022

  This customer has been resolved.  We submitted an RA from the manufacture and issued a new dishwasher that was delivered last Saturday.  I have a message from the customer stating that they are completely satisfied.  

• Initial Complaint

  Date:10/24/2022

  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.

  As receipt shows I pre paid for a pillow at the amount of $234.33. I was told 2- 2 and a half week wait. I have called and no pillow. The original sales person has not addressed me. I was told the item went "on order." It has been well past time to arrive. I was also told they were at the ********** warehouse and no one knows what happened, another employee said that was a lie. I would like a refund as no one seems to know or care if I get my pillow that I had to pay for. I consider payment in full without delivery of item a breech in contract on the sellers end. I would like a full refund in the amount paid of $234.33.

  Business Response

  Date: 11/04/2022

  This has been refunded to the customer.