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:04/28/2025

  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 purchased a new refrigerator from this business on 4/19 with delivery scheduled for 4/26. I called the morning of 4/26 and was given a delivery window of 1:30pm - 5pm. I called at 6pm to get an update when said refrigerator had not been delivered and was told that it was now not coming until Wednesday 4/30. This missed delivery is for a new-build and as a result I have no means to preserve all of my food from my previous home. Everything had to be thrown away. I estimate my losses at nearly $1000. My point of contact blamed the issue on a new guy answering the phone and giving me misinformation regarding the delivery. My paperwork shows 4/26 as the date to be delivered. I expect compensation for my losses as a result of the companys **************** of the writing of this complaint, I still have no confirmation of this delivery date.

  Business Response

  Date: 05/07/2025

  Hello,

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

  We are so happy to have been able to come to a resolution.

  Please reach out if there are any outstanding issues.

  Thanks again,

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

• Initial Complaint

  Date:04/01/2025

  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 Maytag washer on 3-31-2025 used to wash 1 load it did not rinse the clothes and the top of agitator fell off took it back on 4-1-2025 they will not take it back I was willing to just buy another machine if they would of taken this one back and give my money back

  Business Response

  Date: 04/15/2025

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

  We hope you are enjoying your new appliance!

  Feel free to reach out if there are any unresolved issues. 

  Thank again,

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

• Initial Complaint

  Date:03/28/2025

  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.

  Date of invoice-September 25, 2024, total monies paid $3546.01. Company represented that the ****** KitchenAid Downdraft Range" was newly manufactured only to affirm from ********** that it was manufactured October, 2015 and registered/warranted November, 2015 resulting it being a "USED UNIT" making this a fraudulent transaction. Upon delivery to our home, the installer indicated it was missing the original parts. Supposedly receiving the alleged correct parts, the unit was installed only to discover by a service tech that one burner insert was defective, one burner insert was cracked and the oven baking element was defective. No response has been received from company after numerous telephone calls and written letters. We are requesting that the unit be retrieved and a full refund of all monies.

  Business Response

  Date: 04/08/2025

  Hello,

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

  I have followed up on your complaint and our records show your appliance was serviced on 3/31/25 and unit was repaired and is working to specs. 

  Please feel free to reach out with any unresolved issues. 

  Thank you again,

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

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23130734
  
  We are rejecting this response because:  You have not addressed the issues spelled out in two previous letters written to AFW. You have ignored numerous telephone calls and we have not received any response.    The unit was sold as "INBOX", only to be discovered it is 10 years old.  Due to missing/defective parts, it was clearly used for other units that required repair, and clearly is a "refurbished" unit with "attempted" repairs.  Since this model has been discontinued,  we may not be able to get parts in the future.  We were let to believe by the store manager who stated "we need to inspect prior to repurchasing the unit", which was never the intent and was fraudulent.  Upon a recent inspection, one of the replaced burners is defective/mis-functioning again.  It is time to admit that Appliance Factory Warehouse mis-represented us in this purchase.  Since the prior employees falsely represented ***, you need to rectify this ongoing dilemma.  
  
  Sincerely,
  
  Jlee And *** ******

  Business Response

  Date: 05/14/2025

  Mr. and Mrs. ****************** attorney has been in communication with you regarding this complaint and the related complaint with the Colorado AG's office. See attached correspondence. 

  For reasons outlined in the attached correspondence, we consider this matter to be resolved. 

  If you require additional service, please reach out to Product Protection Plus, **************************************

   

  Thank you for you patience,

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

  
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23130734
  
  See attached response 

  Business Response

  Date: 06/06/2025

  Below you will find our answers to your specific claims. We hope this clarifies our position and helps to resolve this matter in full. 

  Customer claims are in quotes, followed by the answers from the **** legal department. 

  -"The product was delivered outside of a box, had visible scratches, and was missing critical parts." - Not true, see Attachment 3 (deliver receipt, they had an opportunity to inspect the appliance at delivery)

  
  -"On March 11, 2025, ********** confirmed the unit was manufactured in **************************************************** November 2015 nine years prior to our purchase. We were never informed of this history, and no explanation was provided regarding the 10-year gap in product chain of custody." -  Not true, **** has an email from ***** Vinela, our WP *** that shows the Enfers were the first to register it in Nov.  We are not going to provide ******* email but you can se we confirmed it with WP; moreover,  you will see Attachment 4 is our warranty service in which WP approved the warranty service and we billed WP for the warranty service.  WP and no mfg. warrants a used or previously registered product.  
  
  -"The delivery team was in a hurry, and the installer was unavailable due to a back issue." - Not true, again,  see Attachment 3 (deliver receipt, it was installed the same day)

  
  -"The delivery receipt omitted key serial number or identifying information, making it impossible for us to confirm which unit was delivered." - True, but Attachment 3 has model number on it and references the sales receipt with the serial (Attachment 2) -- the serial on sales matches their stove Attachment 1 (photo from installer in Dispatch Track).  Again, they got what they bought.

  -"AFW claims the unit is now fixed, but that is not accurate. After the repair on March 31, 2025, we noted that two burners remain unbalanced (high on one side, low on the other), and the small burner goes out entirely when set to low." - We do not know this as they did not tell us (Brandsource) or WP that the March ***** repair did not fix this issue.  The first we heard of this is when they made the ** AG complaint and now with the BBB.   In other words, we can't fix what we do not know.  If true, WP would still authorize us to repair under warranty as the March warranty repair was incomplete -- they need to take that up with WP.

  -"Furthermore, we never received a copy of the BrandSource inspection ***ort, despite our request." - There is no inspection ***ort, the inspection ***ort is Attachment 3, the repair bill we sent to WP.  Brandsource (which is an authorized WP warranty servicer) tech explained the issues to the customer at ********************** -- they tested the stove after repair, everything was working.  We have no "inspection" we have a warranty diagnosis and repair.
  
  -"Prior to this escalation, we made multiple calls to AFW staff including managers and even left three voicemails on the company presidents hotline. We received no response." - This customer made threats to sue early.  Once that threat is made, we treat the issue as a legal issue and they are only allowed to talk with me (legal dept).  They have been in touch with the **** attorney. 

  Please feel free to reach out with any further questions.

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

  
  

• Initial Complaint

  Date:03/18/2025

  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 purchased a brand-new dishwasher, factory sealed from the *********** store. Brought the unit home, hooked it up and the first time it was turned on it errored out within ***** minutes. The unit was reset multiple times but continued to error out once it reached the drain cycle. I contacted the store who said it was out of their hands and accused me of dropping it or cutting a wire during install. They said they test every unit before it is sold, WHICH IS A LIE considering it was supposedly factory sealed when I bought it. I hired my own plumber to check the unit who confirmed it was installed correctly and there were no wires cut or damage seen. The manufacturer sent a service tech out who confirmed it was installed correctly and it was a defective pump. I now have to wait an additional 7-10 days for a part for a BRAND NEW dishwasher. I paid for a brand new unit and I do not think it is right that it already needs to be repaired. The store refuses to work with me to do an exchange or refund.

  Customer Answer

  Date: 03/20/2025

  Hello,
  
  This complaint has been resolved, please advise how to cancel.
  
  Thanks,
  ***** *******

• Initial Complaint

  Date:03/12/2025

  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 on Feb 07, 2025 Deliver date Feb 08, 2025 ** washer, dryer and stove just recently from Appliance Factory Mattress Kingdom. The dryer is not heating up. I got it installed by them so that I would not have any problems. The dryer is not heating up. At first I thought I was using it wrong and then I got sick so I didnt use it. Then my husband complained about it. When I went to do laundry again it was not heating. I went to the store and the sales person I used was not there so the sales person I talked with asked me to come come back the next day so my sales person could handle it. I. Went back he told me I had to call ** repair. I called them and they did several times and was told that ***** ***** my sales person would call back. Called Their President hot line three times and still have not received a call back. When I went into the show room ***** said that he would contact his ** sales *** and get this resolved. I have not heard a word since them.. I still do not have a working dryer.

  Business Response

  Date: 03/17/2025

  Hi ****,

  Thank you for working with us to resolve your complaint. We are sorry you had this experience, customer satisfaction is very important to us. 

  I understand your appliance was serviced and is now in good working order. 

  Please feel free to reach out if there are any outstanding issues. 

  Thanks again,

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

• Initial Complaint

  Date:03/04/2025

  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.

  Purchased a refrigerator and it was damaged on delivery. Manager told me and my brother on multiple occasions he would replace or repair to our satisfaction. This wasn't 08/18/24. Since then we have visited the store on several occasions and had him texting stating the same.

  Business Response

  Date: 03/17/2025

  Hello *********, 

  Thank you for working with us to resolve your complaint. Customer satisfaction is very important to us. We are working hard to take care of your issue as quickly as possible. Our District Manager will remain in touch until this is fully resolved. Please reach out if any new issues arise.

  Thank you for your patience during this process.

   

• Initial Complaint

  Date:02/20/2025

  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.

  On July 16, 2024 my wife and I purchased a Dacor refrigerator from Appliance Factory in Greeley, Colorado. The purchase price was $3,114.93. On February 12, 2025 the freezer unit stopped working. An authorized technician came on Friday, February 14th to determine the cause of the problem. He discovered that the refrigerator had previously been repaired and instead of using compression fittings, a torch was used to solder the parts together. Due to using a torch, the unit leaks refrigerant. I did not pay $3,100. to have a repaired/previously owned refrigerator. Appliance Factory is now saying it is out of their hands. The technician told me that the torch had ruined the remaining copper pipe and there wasnt enough pipe available to repair the unit with the proper compression fittings. The technician is with One Stop Appliance. I feel that we were part of a bait and switch and want a full refund.

  Business Response

  Date: 02/28/2025

  Hello ***,

  Thank you for working with us to resolve your complaint. Customer satisfaction is our top priority.

  I understand you are working with our district manager **** ***** to return your appliance. We are working very hard to complete your return as quickly as possible.

  We hope your pending return/refund will provide the desired resolution.

  Please feel free to reach out with any outstanding issues.

  Thank you,

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

• Initial Complaint

  Date:02/20/2025

  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 Monday the 10th of Feb. 2025 a dishwasher was delivered to my home and installed. When the installers tried to turn the dishwasher on it gave an error code. They filled out a ticket and stated that a tech would be setting up time to address the issue. I had a tech come out 3 times to try to fix the issue. At this time the dishwasher does not work and no one is returning my calls or texts. The store delivered a broken appliance and is now refusing to address the issue. The Dishwasher did not work from day one. I have lost time from work due to this issue.

  Business Response

  Date: 02/28/2025

  Hello ****,

  Thank you for working with us to resolve your complaint. Customer satisfaction is our top priority.

  I understand you have selected a replacement unit. We hope you love your new appliance.

  Please feel free to reach out with any outstanding issues. 

  Thank you,

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

• Initial Complaint

  Date:02/18/2025

  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.

  On February 1st, 2025, I purchased a new oven at the ********, CO store. The oven delivered on February 4th had a "blemish" on the control screen. I reported the issue to the store on February 5th and was told that a service request would be issued. On February 10th, One Stop Appliance Repair replaced the oven's control panel, but the induction portion of the stove stopped working. Another technician came back on February 12th and replaced the control panel again; however, now the oven will not power on at all and is completely useless. The ******** store manager informed me that a return is being processed, but there is no timeline for when/if the approval will happen. I spent almost $1700 on a non-functional oven and have subsequently filed disputes with my credit card company and the Colorado Attorney General's ********* one at the Longmont store is willing to help rectify this issue, only saying they cannot issue a refund without approval. I have left voicemails and sent emails to the corporate office and all have gone unanswered. The lack of communication from this company and its unwillingness to rectify this is disgraceful.

  Business Response

  Date: 02/27/2025

  Hello *****,

  Thank you for working with us to come to a resolution. Customer satisfaction is very important to us. 

  I understand that your appliance was returned and you were issued a refund. I hope this action has resolved your complaint.

  Thank you again,

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

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22958590
  
  I am rejecting this response because: I have yet to receive the refund and claiming that customer satisfaction is important to your company is offensive. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/17/2025

  Hello *****,

  Your original payment of $1,788.74 was processed on 2/1/25.

  Your refund of $1,589.54 was processed on 2/27/25 back to your original payment method. Card ending in 9579.

  You submitted a charge back on 3/5/25 in the amount of $1,788.74. Please see the attached documentation. 

  You have now received $3,378.28 in credits and now have a balance owed to Appliance Factory of $1,788.74 to repay the charge back. 

  Thank you for your prompt attention to this matter. 

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

   

• Initial Complaint

  Date:02/12/2025

  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 11/14/2024 we purchased a ******* range from the Appliance Factory. We were informed that the Oven was on backorder. The Oven was delivered on 12/30/25. When we unboxed the oven it was apparent the oven had massive damage to the door. The damage was to the outside and inside of the door, rendering it unusable. The trim on both of the handles was bent out of shape. The ceramic interior of the door was cracked and broken. There was damage to the top left corner, where the large door and the small door meet. Damage to the small door top right corner, where the small door and large door meet. Damage to the large door top right hand corner, where the small door and the large door meet. We immediately reboxed the unit and contacted the store. We spoke with **** who asked us to send pictures of the damage. On 12/31/2024 we spoke to **** who told us to contact *******. We contacted ******* immediately, and were told that because the unit had been delivered to the store warehouse, and not from ******* directly, there was nothing ******* could do. We emailed **** informing him that ******* said that the store was responsible. We called and emailed for updates and got a response on 01/07/2025 saying they were trying to get a tech out to replace the oven door. We let **** know that we purchased a new oven, not a refurbished oven, and we would like arrangements made for a new oven or a refund. We also requested the damaged oven be picked up. We then called a few times throughout the next week with **** saying they were working on it and would "make it right". An Email was sent saying they needed a photo of the serial # from the unit. We informed him that the unit was boxed up, and the serial # was on our receipt. We again said that we wanted the unit picked up and a refund. They asked us for our address on 1/16/2025. Again information they had in their computer. We again left a few messages but got no return calls. The last email we sent was on 1/22/2025 with no solution.

  Business Response

  Date: 02/27/2025

  Hello ********,
  

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

  Our team is working working with the manufacturer to get your return authorized and a refund back to you.

  We are sorry you are having this experience and hope to have a resolution as quickly as possible. 

  Someone from our management staff will be contacting you to complete the resolution.
  

  Please feel free to reach out with any questions or concerns. 
  

  Thank you,
  Customer ********************** Manager

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22930233
  
  I am rejecting this response because: we have not received a refund as of this morning. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/26/2025

  Hello ********,

  Sorry for the delayed response. Your return has been approved and is being processed. 

  Our management team will be in touch to coordinate the return and credit. 

  Please feel free to reach out with any further questions or concerns. 

  Thank you,

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