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

  6005 E Evans Ave Denver, CO 80222-5401

• 

  Appliance Factory & Mattress Kingdom

  2875 S Santa Fe Dr Englewood, CO 80110-1410

• 

  Appliance Factory & Mattress Kingdom

  8086 W Bowles Ave Littleton, CO 80123-4100

• 

  Appliance Factory & Mattress Kingdom

  5880 W 88th Ave Westminster, CO 80031-3006

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:10/31/2024

  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.

  On May 5th 2024, I visited the ********************************* Factory location and worked with ******* ******* for purchasing several appliances and related installation parts for our kitchen remodel. We spent almost $41,000 in total. One of the installation parts that we purchased (a $550 duct cover for our range hood) was the wrong size. We didn't know it at the time of purchase and the incorrect size was discovered when the installation crew was installing the range hood. I called the store to inquire if they had the correct size in stock and they did not. Since the installation crew was there that day, I had to source the correct part from another supplier. Since the incorrect duct cover could not be used for our application, I brought it back to the store for return. I was told they would need special authorization before they could refund me for the duct cover. It took 2 months (from 9-24 until *****) for the general manager to tell me that they can't take it back and that they won't refund me. I was told to call their "President's line" for additional help and I did this on ***** and did not receive a return call. I left another message today (*****) and still haven't received a response. It seems the general manager of the ****** store (*****) has washed his hands of the issue. Since this duct cover is completely useless to us, it seems reasonable for Appliance Factory to accept the return and refund me the $550. After all, we spent close to $41,000 in appliances and installation parts and I believe it's the fair and right thing to do to accept the return and issue the refund.

  Customer Answer

  Date: 11/06/2024

  In regards to complaint ID ********, this issue has been resolved. This morning I received a call from the Regional Manager (**** ****) and he informed me that he has authorized the refund for this item. I let him know that I was extremely grateful and that I appreciated his gesture. I'd like this complaint to be marked as 'satisfactorily resolved'. 

   

  Thank you,

  ***** Daspit 

• Initial Complaint

  Date:10/22/2024

  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 currently bought a washer back in September when we got it home we noticed that the water was was not pumping out of and running through cyclol. we called the company and they did not responded quickly it took us calling mutable times and manager never called us finely someone there was able to get a service tech out to verify that said pump was not working. they said that someone would call us once the part was ordered almost 2 weeks a tech shows up at our door to fix pump we had no idea anyone was coming so the lady of the house scheduled for this Friday I was really upset that someone showed up with out an appointment. I had asked for managers number and again we are not allowed to have said managers number.The biggest upset is 1. No one cared that we are with out washer for over a month. 2. our time wasted waiting around for someone to call us back.3 no commutation 4. sending someone out with out notifying us. We would like to be compensated for our time and inconvenience

  Business Response

  Date: 11/01/2024

  Hi *****, 

  Thank you for working with us to resolve your complaint. We are so happy to have been able to complete the service required. Customer satisfaction is our top priority. We appreciate your patience as we worked through this issue.

  Thanks again!

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

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased new refrigerator on 9/19/2024. It was delivered on 9/23/2024. As of 9/24/2024 I reported to Appliance Factory that it was not cooling at all. ******* ***** entered a service request with the manufacturer ** while I was on the phone with him. I have had many interactions with ******* boss, **** along with online chats with ** and the assigned repair service provider, Aurora Appliance Service. As of 10/3/2024 no service has been scheduled nor do I have any timeframe for when it will be scheduled. I initially asked for a replacement refrigerator, but they told me they don't do that.

  Business Response

  Date: 10/14/2024

  Hello Scott,

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

  Our team is working to get your unit replaced. 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 Service Manager

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22377248, and after a call from the business on 10/15/2024, we agreed they would take the broken refrigerator and credit me with all but the charge for taking the old refrigerator.  They picked up the broken refrigerator on 10/17/2024.
  
  
  
  Sincerely,
  
  
  
  Scott Cravens

• Initial Complaint

  Date:09/11/2024

  Type:Delivery 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.

  THE DISHWASHER THAT WAS INSTALLED IS NOT WORKING, JULY 16 DELIVERY

  Customer Answer

  Date: 09/20/2024

   Please close the complaint. The business has resolved my situation. ID#********.thank you .

• Initial Complaint

  Date:09/08/2024

  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.

  On 6/28/24 my husband an I purchased a stove from Appliance Factory,for *******. The representative stated it was from a damaged box. It was delivered on 7/2/24. Our plumber was her to connect it. He noticed the connection had been previously used and showed my husband. He checked the burners which came on with hesitation, but figured they needed cleaning. Let oven begin to Preheat then turned off. We didn't fully move in until 7/23/24, but came to move in some things and unpack tried to use oven and got an error. Called Appliance Factory. They said call GE regisister stove they will send someone out. I did and they did comply. Genies came said they would have part in a week they returned 7/8/24. Oven still broken. Called ** and after their investigation they found Appliance Factory sold us used stove that was returned in 2023 for same issues,also Genies were the same repair people. 2 cases were open with ** regarding issues we had, oven error code and smells of gas, which our plumber CNR came back out to check on 7/22/24 . Appliance Factory refuses at this time to refund our money and remove this stove from our home. We have told them we don't want to do business with them for their unethical practices. We just would like our money back and stove gone so we can purchase a new stove from a reputable company.

  Business Response

  Date: 09/18/2024

  Hello ****,

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

  Your return/refund was processed on 9/17/24 in the amount of $1,658.44. (See attached documents)

  Please feel free to reach out if you have any questions or concerns.

  Thanks again,

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

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22256854
  
  

  This is regarding my resolution with Appliance Factory. They did submit a refund to our credit card company and it showed pending. As of today it disappeared. There is no credit. They have their broken appliance and they are still not giving us back our money as promised. We again are asking for your assistance.

  
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 09/27/2024

  My husband checked our account again today and it has been credited.  I don't know what happened, but our issue is now resolved.   Thank you, **** Campo  

• Initial Complaint

  Date:09/03/2024

  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 8/16 and installer installed the unit a couple of days later. We attempted to use the dishwasher but it wasn't working, so we called the manufacturer a few times and went through all the trouble shooting; Bosch service could not figure out the problem. We called the installer again and he came back out, and he couldn't figure it out either. The installer contacted the retailer and we continued to get the runaround for 3 weeks. We sent a complaint to the manufacturer as well with no response. We then called the manufacturer and they told us the retailer had set up a repair with a local place, but not the same retailer. Requested the manufacturer replace the unit, we do not want a repair on a brand new unit. The main number for the retailer was never answered, their supposed *********** Hotline ************** is a farce, never returned calls even after reaching out to the owner, *********************, directly. Absolutely a horrible experience with this retailer.

  Business Response

  Date: 09/13/2024

  Hello *****,

  Thank you for working with us to resolve your complaint. Customer satisfaction is very important to us. Our records show that service is scheduled for 9/18/24. We are dedicated to resolving this issue. Please reach out with any questions or concerns. Customer ********************** will remain in contact with you until this is resolved.

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

• Initial Complaint

  Date:08/31/2024

  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 April 24, 2024 I placed an order with the Appliance Factory. The order total came to $17, ******. I was told my items were at most 6 weeks out. But, that was the worse case scenario. On August 22, 2024, four months later, I was called by a manager from The Appliance Factory and told that I would not be receiving any of my appliances. They did not have license to sell my product in ****. They were very apologetic, they offered other items as a substitute, and they threw me a $50 bone on a microwave that they were licensed to sell. I did not want other products. I wanted what I had ordered after months of research. I asked them to consider giving me the interest I had lost while they sat on my hard earned money. The answer from the Legal team was "No", they did not want to set a bad precedent. I reminded them that what they did to me was hardly legal and a bad precedent in itself. Before paying them I had that money in a savings account with ************************* earning 4.64%.

  Business Response

  Date: 09/09/2024

  Hello *****,

  Customer satisfaction is extremely important to us. We are so sorry you had this experience. Order cancelation is never the ideal outcome. 

  According to our records you were refunded the full amount that you paid, minus the cost of the Microwave you selected. Total refund $16,984.59 issued on 8/26/24. See attached.

  At this time, we do not offer additional credit beyond the refund amount (or beyond the amount paid by the customer originally.)

  Thank you for working with us to reach a resolution. 

   

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

   

   

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22224981
  
  I am rejecting this response because by law you had to refund my money. It was not a kind gesture. Your company kept my money for 4 months after illegally selling me appliances that you did not have the right to sell. In return, I was offered a lesser product that would not work for custom cabinets. 
  horrible. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/09/2024

  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 Frigidaire refrigerator delivered on May 5. Noticed a problem with the French door not closing properly the first week & reported it in person. They arranged a service call through 3rd party. Appointment scheduled but not kept until I called to inquire. Then the service man stated it probably needed a new part that would take weeks to get. Followed up with ***** the Grand Junction manager & said I wanted to reselect as it seemed to be a design flaw. Instead he sent delivery driver with parts from floor model which worked for about a week. No one followed up so I posted a negative review on ******* Salesman called next day. Said he would help if I promised to remove the review! Said I would have to have a total of 3 service calls before I could reselect. Said the replacement by his team didn't count. I said that was unacceptable & told him I was very unhappy & planned on looking at legal options as well as contacting BBB. Later that day he called to say they were "escalating" the problem. Still no resolution 2 weeks later even after a call to the company Hotline.

  Business Response

  Date: 07/18/2024

  Hello ****,

  Thank you for working with ***** to resolve this issue.

  I understand we are still working with Frigidaire on your behalf to come to a resolution.

  Please make yourself available to ***** and the Frigidaire representative, they will be reaching out in the coming days.

  Customer satisfaction is extremely important to us. We are confident we can reach a positive solution.

  Thank you,

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

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21961061
  
  I am rejecting this response because: this is the same promise that has been offered for the past 2 months. The company has not offered a concrete solution or timeline for resolution. Only vague assurance that it will be resolved to my satisfaction. I no longer wish to buy from this company & am asking for a refund of the purchase price of 1089 plus tax & delivery as well as $400.00 for time spent on resolving this dispute. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/06/2024

  Hello ****,

  Thank you for your patience while your complaint is being resolved. 

  The return of your refrigerator was authorized, once it is picked up you will receive a refund of $1,248.15.

  This is the amount of the full purchase price, plus taxes and delivery. 

  Please schedule the return pick up as soon as you are available, so we can complete the refund on your behalf.

  Thank you,

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

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21961061
  
  I am rejecting this response because:I have been trying to settle this complaint for 3 months. I have lived with the inconvenience of a defective refrigerator. I spoke to the district manager yesterday who offered a full refund plus $200 additional if I agreed to reselect. As I have stated before I no longer wish to have anything to do with this company so am not interested in reselecting. However if they would add that amount to the refund of the purchase price I would be happy to settle this matter.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/20/2024

  Hello ****,

  We have reviewed your resolution rejection response. There is no change in our position.

  We are still offering you a FULL REFUND once we physically receive the refrigerator as a return.

  The return of your refrigerator was authorized by the manufacturer, once it is picked up you will receive a refund of $1,248.15.
  

  This is the amount of the full purchase price, plus taxes and delivery. 
  

  This offer is still valid. No additional credit beyond the REFUND OF THE FULL PURCHASE PRICE of $1,248.15 has been authorized at this time. 

  Please schedule the return pick up as soon as you are available, so we can complete the refund on your behalf.
  

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

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 21961061
  
  I am rejecting this response because the last phone call from corporate agreed to issue the refund the day before pickup. As the company has not been acting in good faith so far I am unwilling to let you have both the refrigerator and my money! 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/01/2024

  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 2/11/2024, we purchased a set of appliances for our home. Due to the size of our truck we picked up the appliances in three separate trips. The appliance were purchased new in the box. When my wife picked up the gas range, the employees loaded to range in my wife's truck and she brought it home. The employees loaded a damaged stove, it was not new in the box like we paid for.We paid two men to carry the appliances up the stairs to our kitchen. We then paid a plumber to install the propane conversion kit. It was then we noticed to damage to the stove. There is a dent in the door to the lower oven and there was a red x with a circle around it on the damaged door. The support bractkets under the stove are also bent and damaged. The ceramic rod on the igniter for the oven was broken in pieces. I then called Appliance Factory Warehouse and asked if they could schedule a service call, using the the extended warranty they also sold us, they said they would get back to us.We purchased the appliances in February, it is now July and they won't resolve this issue and they won't call us back and our new stove still doesn't work. We spent $5,648.46 on these appliances. Even bought the extended warranty. We should have bought our appliances somewhere else.

  Business Response

  Date: 07/11/2024

  Hello ****,

  We are sorry that you had this experience.

  Our store manager has been trying to reach to you, but so far has not received a call back.. We are eager to help you resolve this issue. 

  Please contact *********;************, so he can help you to get a resolution.

  Thank you,

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

• Initial Complaint

  Date:06/24/2024

  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 washer and dryer on 6/17/24, and it was delivered on 6/20 to our house. The morning after delivery, on 6/21, we noticed that the washer agitator was not functioning. When we contacted www.whirpool.com/owners, they informed us about their fees ($1 to answer questions and subscription charges). We then called the local office to explain the situation and were told by the lady who answered the phone she would replaced the washer (after much discussion on my end) and she would call me back to set delivery date. After waiting for 4 hours, we called back and spoke to ****, who said they would send a Whirlpool (WP) man for repairs instead, I explained that I spoke to the lady salesperson and she sd she would have it replaced, she would call me back to set up a delivery time. ****, sd that is not true, I was on the call with her and she did not say that, he instead sd, I will have a WP Repairman fix it. Both **** and his co-worker wee very rude and condescending, this upset me and I told them I would let my friends and family know how condescending they were.I also, explained to **** that when the washer and dryer were delivered, the delivery man started the washer and it made a loud noise during the cycle. Both **** and his co-worker said it was normal. I am told that if I returned these items, I will lose a lot of money, 1/4 of the cost for both washer and dryer. I am very dissatisfied with their product, their lies and the rudness. I have a washer I paid them cash on 6/17/24 that I can not use. My husband and I are both over 70, I am 73 and he is 78. This has cost us a lot of stress. We are bilingual, I can not image someone our age and mono ligual having to deal with people like this. Please help us, if we can get our $1,227.79 back, we promise never to buy from Appliance Factory again. We went to them because we thought we would get a better deal. I appreciate you you looking into this. *** and *************************

  Customer Answer

  Date: 06/27/2024

  The whirlpool repair man was here today from ******. He said the washing machine needs a new control panel. I asked how can this be if this is supposed to be a new washer? He just smiled, indicating no verbal coment. I continue to be frustrated that they are sitting on my full payment of washer and dryer paid on 6 1724, and I still dont have a functional washer. I was delivered a washer that needs maintenance. The repair man said the washer is very temperamental. I could use it to wash clothes ,if I turn it on @ the right time. Meaning turn on and off until the functioning light show that its working. As of today, the repair man can not come back until July 9 after he receives, the necessary parts to make this washer functional.  I have been unable to wash clothes for this duration of time yet Appliance Mattresss is sitting on my money with no phone calls or no concerns regarding  the dysfunctional washer that they sold me. I I would like to receive my total amount of dollars that I paid them without losing 1/4 of the total amount, if they have told me. Please help me.  They sold me a washer telling me it had a dent with a discount for the dent. The salesperson did not tell us it didnt work.

  Business Response

  Date: 07/08/2024

  Hello,

  Thank you for working with us to resolve your complaint. We are looking forward to completing the process and getting you a replacement unit. 

  Please feel free to reach out with any questions or concerns. Customer satisfaction is very important to us and resolving your complaint is a top priority. 

  Thank you again,

  Customer **********************