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 28 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 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:11/29/2022

  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.