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

  600 Kemper Commons Circle Springdale, OH 45246

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:06/28/2023

  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 11 May my spouse and i visited the store searching for a mattress. We settled on a Sealy Posturepedic hybrid. the model was not marked correctly, and the staff had trouble looking up the price and model number but eventually told us what the model was but did not have any in the warehouse. On 13 May I purchased (invoice number MW00069996) for $4,616.71. the mattress was delivered on June 3rd, and we told them this was the wrong product. we visited the store on Hune 5th and discussed the issue with the manager who stated this was not an issue and we can get the mattress replaced. Since 5 June, I have called the store manager 14 times and they only state that they are working the issue but cannot provide any updates to paperwork or process. several of their comments contradict others as to a mattress being ordered in shipment and then recently no details provided. A mistake was made during the ordering process, and we would just like to receive what we have paid for. I asked to speak to the *************************** (*******************) but she always seems to be on a conference call.

  Business Response

  Date: 07/27/2023

  Hi BBB Team,

   

  The customer received the replacement ********************** last 7/13.

   

  Thank you.

  Customer Answer

  Date: 08/07/2023

  I understand missed orders and mistakes can happen, but what makes the customer want to return is how they are treated during this time. As a customer, I was extremely dissatisfied with their lack of communication. I was not able to receive any updates or resolution on the matter for over a month. Your store would not provide any information regarding the replacement order status or when I may expect it to be corrected. I would urge the senior level managers review and work on processes to improve their stores customer ********************** and most of all communication.  

  Business Response

  Date: 08/21/2023

  Hi BBB Team,

   

  We appreciate you raising this feedback to our attention. Rest assured that this will be reviewed and will be taken into consideration. 

   

  Thank you. 

  Customer Answer

  Date: 08/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I hope they will review at a senior level all processes for resolutions for future customers. At minimum, provide your costumers with satisfactory communication and a general timeline they may hope to see the issue resolved. I believe as long as a customer is aware the issue is being worked on, they will be satisfied when mistakes are made. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/27/2023

  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 7, 2022, I purchased a new in box Bosch side by side refrigerator and freezer for $2,401.22. This transaction included a four year service plan. I picked it up on September 10, 2022. Within a few days, I discovered the ice maker wasnt working. I called for service, the ice maker was replaced on September 28, but it still didnt work. I called for service again, and the technician came on October 3 and told me that the compressor was bad. He ordered another, which took until October 7 for Brand Source to receive. At this time, our refrigerator was still keeping food at the proper temperature. The technician came on November 9 to replace the compressor. Then, he shows me the new compressor came in a damaged box. The technician installed it, but it failed the same day. I called service again, who had the technician contact me, and he decided he should order another compressor. It took until February 2, 2023 for Brand Source to receive the part. So, this new fridge wasnt safe to keep food in for nearly three months. I complained to Brand Source, a PR person called me, I told her I wanted an exchange, she said shed have someone from the Brand Source **************** call to talk to me about this, but that never happened.Because of staffing issues, the technician was unable to come until February 13. He installed the new compressor, and the fridge and freezer was able to get food to safe storage temperatures again. The ice maker still didnt work, so the technician came back again on February 28, and discovered that the airflow within the fridge/freezer wasnt right, and that we would need an exchange. He said the fridge and freezer was a lemon. I contacted ***** to initiate an exchange or refund in March, was told ** be contacted about a decision soon. I never heard back, so I called again today, June 27, and was told that Brand Source still hasnt sent the service history to Bosch.I need a fridge that every component works as expected ASAP.

  Business Response

  Date: 06/28/2023

  Hi BBB Team,

  ***** has been updated in regards to the repair documents.

  These documents has been sent to Bosch just like Bosch requested.

  Thank you. 

• Initial Complaint

  Date:06/01/2023

  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 Frigidaire with additional warranty last year. 3-18-23 it started sounding like a jet taking off and stopped cooling. Called and they sent out their people contracted to do repairs. 75 days later issues not resolved. I have been calling Appliance Factory in *********** and I have been lied to with promises to get this resolved.

  Business Response

  Date: 04/11/2024

  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 appears that service was completed on 5/22/23 at no cost to you. There was also a credit issued for $199.00 on 7/28/23. Did this service appointment and credit resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:05/31/2023

  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 refrigerator Model No. FG4H2272UF Serial No. ********** from ********************************************* on May 24, 2022, and it was delivered July 1, 2022. Issues with the ice bin, standing water in storage drawers and temperature control began within the first months. I called Appliance Factory and was told to call their service contractor, Brand Source, for repairs. Beginning in September, Brand Source repairmen came out 9/16, 9/19, 10/10, 10/28, 11/16, 12/02, 12/30, 1/16 and 1/30. Due to its inability to diagnose and resolve all issues, Brand Source advised they could no longer attempt service and to contact Frigidaire. I called Frigidaire and Electrolux sent repairmen twice with the final result being there isnt a fix for the ice bin nor for the temperature control for the middle Fresh Zone Drawer. The remedy is that the refrigerator should be replaced. I was provided file # ******** for Electrolux and have called twice since March 30 but cannot get a response for status of a replacement. This refrigerator is the very definition of a lemon and I demand a refund the full purchase price of $3,211.93

  Business Response

  Date: 06/12/2023

  ****, 

  
  I sincerely apologize for not meeting your expectations. It is our hope every Appliance Factory & Mattress Kingdom customer becomes a raving fan. **** and I are advocating on your behalf. Our goal is to get Frigidaire to provide us with a Return Authorization. Manufacturers are solely responsible to provide warranty service or replacement. Appliance Factory cannot return a product without the manufacturer's approval. We are currently pressuring their regional representative to help us reach our goal. We know it is never as timely as desired but please bear with us as we work through the process. We should have a decision by the end of the week. Please keep service calls with Frigidaire.

  
  Again, we sincerely apologize for the inconvenience.
  
  
  ******************;
  Regional Manager
  Appliance Factory

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20125951
  
  I am rejecting this response because it is the same excuse I have received the past two months. I purchased the refrigerator from Appliance Factory and I expect Appliance Factory to refund my money. The inside of the freezer drawer has begun frosting up and my frozen food is beginning to show frost crystals on the outside. I will also expect Appliance Factory to reimburse me the cost of any food that is ruined.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/11/2024

  **************,

  I apologize for the lengthy delay in response time. I have recently stepped into this position and am currently going through all outstanding BBB complaints. 

  I have researched your complaints and it appears that there was was a warranty replacement delivered to you on 08/25/23. Did this replacement resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager

  Customer Answer

  Date: 04/19/2024

   
  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:05/17/2023

  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 Feb. 3,2023 I ordered a ************** set for $1350.00 from Appliance Factory, via ***** order #**************. Set arrived on Feb. 28 2023. ****** was badly damaged. Informed dealer and on April 20th they took damaged washer and sent a second washer. On May 10th the second washer was delivered and it too was badly damaged. The dealer refused to send another washer. They said they would refund the full purchase on return of both items. They called the shipper and told them to bill me for the shipping ($400 to $800) . I refused. I now have a broken ************** on pallets as they insisted, and they've kept my $1350. I have complete written documentation of the above events as above described.

  Business Response

  Date: 04/19/2024

  Hi ****,

  Sorry for the delayed response. I have recently stepped into this role and am currently going through all outstanding BBB complaints.

  I have researched your complaint and it appears that you were refunded in full and not charged anything further for the return. Is that accurate?

  If so, did the return 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:05/05/2023

  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 an appliance 06/19/2022, from Appliance factory. The company sent a technician to the house to install purchased stove top. He cut a hole in the Granite counter top that left a 1" gap between stove and counter. We also learned through our contact with the company, was that their technician connected the stove to an insufficient power supply, 40 amp Vs required 50 amp. We were told the wiring had to be upgraded to 50 amp to use the stove. No one told ** we would need to upgrade wiring in the house, when we purchased the stove. Now we have a stove we can't use and is too small for the hole their technician cut. Appliance Factory should pay to upgrade the wiring, or refund our money, return original stove and replace granite counter top.

  Business Response

  Date: 04/12/2024

  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 an upgraded replacement was installed for you on 06/19/23. Did this replacement unit resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager

   

• Initial Complaint

  Date:05/01/2023

  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.

  Original purchase date January 6 with one year warranty Broke and went to store to get delt with second week in February After back and forth with ******* warranty, and appliance factory warranty, actually in store warranty because open box item with warranty Talked to salesman and a manager who told me that the service **** was going to call and schedule an appointment to look at the washer I have not received a phone call back but i have left messages and talked to other salesman The drum is full of glass, the computer is obviously not working, and a balance weight fell out, id say total loss

  Business Response

  Date: 05/12/2023

  Hi BBB Team,

  Our last update with is that we are trying to reach the customer but to no avail, we are not yet able to successfully reach him. We will try contacting him again and we will give you update the soonest.

   

  Thank you.

   

• Initial Complaint

  Date:04/24/2023

  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 a stackable washer and dryer along with an extended warranty through Appliance Factory Outlet. We picked up our new machine, but it was not functional upon arrival in my home. *** told us to bring it back and swap it out. We've since had multiple issues and had several techs come out for repairs. They have sent repair agents to my home multiple times and I keep having issues with the machine. The washer has now FLOODED my home. The washer isn't draining properly, water is coming out of the bottom of the machine. It has leaked all the way from my upstairs into my downstairs. It has ruined carpet, leaked through the frame of my home and all the way downstairs to the ceiling... destroying my paint, crown molding, and I'm sure there's mold festering between the floors due to the water intrusion. This machine is covered by a warranty, PPP works with Agent for the repair portion, but I've been told by Agent the repairs to my home need to be addressed with PPP. Except, their phone line is never answered. It's a pre-recording giving 2 options, option 1 is to be transferred to Agent for repairs. Option 2 says it will transfer me to the "presidents ************ does not actually go anywhere. There's no option to leave a voicemail, or speak to a human being. It has a prerecording that says they'll call me back, but how... if I didn't leave a message? I am so disappointed this company has failed their customers this badly. I have called Appliance Factory Outlet corporate directly, as they're the ones who sold me this machine, and I have yet to hear back from them either. After doing some digging, it turns out Appliance Factory Outlet OWNS Product Protection Plus. Very disappointing. I need someone to contact me and get the repairs done to my home, as well as the faulty machine.

  Business Response

  Date: 06/12/2024

  Hello ******,

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

  I understand you have been working with ******* to get a new replacement unit at a substantial discount.

  We hope this makes up for the experience you went through. We have coached our staff to prevent this sort of problem from happening in the future. 

  Please let us know if we can be of further assistance.

  Thank you

• Initial Complaint

  Date:04/01/2023

  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 brought a new washer/dryer from Appliance Factory in ***************** on 11/25/22 that was delivered on 1/9/23. I have used the dryer a total of ~5 times when it stopped working on 3/22/23, giving the error code (DP), door not closed. I called Applaince Factory to find out when they could have someone come out and fix it. I was told the soonest they can come out was 4/12/23, which I told them was unacceptable. They told me due to them being understaffed, that is the soonest I could get an appointment. I then asked to speak to a supervisor/manager in which I was told they would have someone call me back as they have already left for the day. The next day, an employee called stating they can have someone come out on 3/29 instead of 4/12, which at that point had to due. During this time, I also called ******* as I assumed I also had a warranty with as I purchased an additional 2 yr warranty. Apparently that was only with Appliance Factory, not *******. I found that out on 3/27 when ******* came out to diagnose the problem and I was charged. When I called ******* back they advised me that I brought an "As Is" product which has no warranty which I was not aware of. I was told by Appliance Factory that I can get an "Out of box" washer/dryer that was just no longer wanted by the customer at the time of delivey, nothing about it being used. I called Appliance Factory again to let them know what I was told by *******, the part needed to fix the dryer as well as took picture of the ******* receipt since the appointment on 3/29 was to do the same thing. They told me they would order the part and call me when it arrived. I called a few days later to get an update. They advised me on 3/30 that the part will arrive on 3/31 and they would text me when it arrives. They would not let me schedule an appointment as I did not want to wait any longer to get this fixed. It is now 4/1, still never heard from Applaince Factory. I did just go ahead and pay ******* to fix it on 3/31. Appliance Factory is a terrible company that has lied to me, don't return my phone calls, and doesn't honor there ********'s. If I could, I would just have them take this washer/dryer back so I can go somewhere else to get one. At this point, I would appreciate getting reimbirsed for warranty I brought through them that cost me $218 plus the $155 ($105 on credit card and $50 cash) I paid ******* to fix everything.

  Business Response

  Date: 05/28/2024

  Hello *****,

  Thank you for your feedback. Customer satisfaction is very important to us. 

  I understand you have been working with ******************* to resolve your complaint and that you have reached an agreeable resolution.

  Please let us know if we can be of further assistance in resolving this matter. 

  Thank you,

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

  Corporate Operations Manager
  
  

  Customer Answer

  Date: 05/28/2024

   
  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:03/23/2023

  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.

  A new dishwasher was delivered and installed on 3/15/23. The dishwasher was $653.99. The install kit was $45.00 and the installation was $129.00. The installers broke the front of our countertop while removing our old dishwasher. Our counter is a custom made, all one piece, black laminate. We contacted the store manager several times over the past week and was told each time that someone would call back within 24 to 48 hours to schedule a date and time to assess the damage. We also called the president's ******** as per the paperwork. As of 3/23/23 we have yet to hear back from anyone.

  Business Response

  Date: 05/23/2024

  Hello *******,

  Thank you for sharing your experience. Customer satisfaction is very important to us. 

  Our management team has been trying to reach you but has been unable to make contact.

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

  
  Thank you,
  ********************************************
  Corporate Operations Manager