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:03/19/2023

  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 gas dryer in December 2022. It was sold to me as "open box stock, but new". It was delivered damaged. I had to effect my own repairs. Appliance Factory did not respond to my calls for over a week. The dryer would not fully dry clothes. I contacted the manufacturer for repair. They informed me that the dryer was manufactured in 2021 and did not qualify for repair. Appliance Factory misrepresented this product.

  Business Response

  Date: 04/16/2024

  Hello,

  Sorry for the lengthy delay in response time. I have recently taken on this role and am currently going through all the outstanding BBB complaints.

  I have reviewed your complaint and it appears that you were issued a full refund on 01/01/23 and were not required to physically return the product. Did this full refund resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:03/14/2023

  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.

  Starting with purchasing a new GE Dryer to match a washer I already had. That dryer failed quickly, they replaced the dryer with the "same one". In fact, it was not the same. After removing the broken dryer AF installed a significantly smaller dryer and told me it was the same. I then had to purchase a new Electrolux W/D with an extended warranty. After 1 YR it stopped working. I was told that the contract has been sold to Brand Source (BS). I scheduled service with them.The 1st appointment was missed. BS came out on 2/8/23. They replaced a valve. As soon as they left same error code. We scheduled for 2/22/23. I had to pay for a hotel stay for the management company and travel expenses. I received a call on 2/22/23 the day of the appointment stating that the tech. was not able to drive on I-70 from ****** to come service. On, 2/8/23 the one and only technician for the company (as I am told) showed up in an old caravan, FWD and bald tires and had to park at the bottom of my driveway since he was not prepared to be working in Summit County or Colorado. This is why he was not able to make it on 2/22/23. Although the washer and dryer are still under factory warranty and my extended warranty, I had to hire a 3rd party appliance repair company to come look at the washer. I paid $180.00 out of pocket they reported that the cost to repair was over $1,700 and they suggest replacing the washer. No support from the store manager **** at AF or the service manager at Brand Source. I have now been without the washer and dryer for 3.5 more months. I have since ordered a replacement from Lowes. I also purchased over $15,000 of kitchen appliances at the same time from AF. The custom Caf double oven was dropped off their truck, the cook top was not the right size. when the replacement fridge and the substitution double oven came in, they were two big. We had to cut the cabinets for the fridge and the double oven. We had to cut the granite counter top for the cook top as well.

  Business Response

  Date: 05/07/2024

  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 service was completed on 8/15/23 to fix your machine. Did this service appointment resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:03/13/2023

  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.

  Purchased in October 2022 with 3 year repair warranty. Brand Source Appliance partner of Appliance Factory Outlet - has sent letter to GE with no response. I have attached the email including to Appliance Factory and to GE. Neither has honored the refrigerator replacement even though they have been back out here 5 times. Each time the freezer fails we lose food and they come back out 3-5 days later to make another repair. The unit is loud and was purchased new. I don't understand why Appliance Factory will not honor a replacement of the unit given the continued failings.

  Business Response

  Date: 03/24/2023

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

  
  I sincerely apologize for not meeting your expectations. We have advocated on your behalf with GE but have been unable to leverage our position to acquire a return authorization. While most of the issues have already been resolved by Brand Source and GE service repairs, the unit is still making an unsatisfactory amount of noise. We are monitoring the situation closely. GE has recently completed a service call on 3/15 and has parts they believe will fix their unit. We will continue to advocate and monitor the situation. Please keep us updated on a resolution or further issues. We strive to make everyone a raving fan and again sincerely apologize for your inconvenience.
  
  *****************
  Regional Manager
  Appliance Factory & Mattress Kingdom

  Customer Answer

  Date: 03/29/2023

   
  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.
  GE Appliance Repair finally got involved to resolve the issue.  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/07/2023

  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.

  We recently bought a new ******* refridgerator from applaince factory outlet. The sales person pointed us to a dented model at a discount and we were ok with damage and shown pictures. We were told that this model had a promotion where you buy the fridge without doors, ******* will send you the door (panels) in the color you choose (included in price). We were told that you had to contact ******* after delivery. When the fridge was delivered and we attempted to order the door panels ******* stated it would take 12+ weeks, and we would receive them only if they were still available. When I contacted appliance factory and spoke with the manager, we were told a very different story than what we agreed to purchase from the sales person. He stated that doors were not included for this model. We have checked on numerous other retailers site and do not beleive this to be truthful. -- On *******s site it appears the promotion was for a free "second set of door panels". . We believe we have been sold an incomplete product, and appliance factory will not let us return this without a 50% restocking fee ($900+). We are currently left in limbo with a refridgerator with no door panels and a 4 month wait to see if we might possible get some from *******.

  Business Response

  Date: 03/21/2023

  Mr. ***** Mrs.  ********,
  
  
  We sincerely apologize for not meeting your expectations and for the miscommunication on how you would receive the free panels from ******** We have offered to allow you to reselect or wait for the free panels to arrive. As you purchased an out of box unit with great savings and now that  it has been used in your home for over a week we would love to help support you on receiving the panels. If we are reselecting and returning the fridge we ask for an immediate decision and not to use the refrigerator so we do not take a total loss. Our general manager is in contact with you. Please let use know your decision asap.
  Again, we apologize for not making this a raving fan experience and have coached our teams on how to better set expectations.
  
  ******************;
  Regional Manager
  Appliance Factory ***** Mattress Kingdom

• Initial Complaint

  Date:03/07/2023

  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 refrigerator for my garage in January. I was offered and paid for a 10 year warranty. The fridge was delivered on time and NEVER worked. I have been calling the store every other week since it arrived. They sent a repairman who said it does not work in a garage. I stated that I wanted to exchange it for something that worked. I continue to be told that they will look into it. Now, every time I call, managers are at "lunch" and salespeople "out" ... at this point - 2 months later I am frustrated.

  Business Response

  Date: 05/08/2024

  Hello ***,
  
  Sorry for the lengthy delay in response time. I have recently stepped into this role and am currently going through all outstanding BBB complaints.

  I have researched your complaint and it appears there was a service appointment on 3/08/23 to repair your refrigerator. This invoice indicates that your compressor was repaired. Did this service repair resolve your complaint?
  
  Please let me know how I can further be of assistance in resolving this matter. 
  
  Thank you,
  ********************************************
  Corporate Operations Manager

• Initial Complaint

  Date:03/07/2023

  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.

  Purchased mattress 2/15/23. Agreed delivery date was 2/26/23.Mattress was nover delivered

  Business Response

  Date: 06/03/2024

  Hello,

  This complaint has *** resolved. Please see attached invoice.

  Timeline of Events:
  Customer purchased a ********************** and then wanted to cancel the order, which we did.

  Customer was refunded his money.

  Customer sent a chargeback through his bank.

  Appliance Factory rejected the chargeback, due to the refund already being processed.

  Customer sends another chargeback. This one stays on the account. 

  Customer has gotten TWO full refunds of the purchase price.

  Customer now owes ********************************************* $1,592.28. For receiving and keeping both the original refund and the chargeback for the same amount. 

   

  Thank you,

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

  Corporate Operations Manager

• Initial Complaint

  Date:03/05/2023

  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.

  I purchased a ******* Stainless Steel Refrigerator on 1/1/23. It was delivered on 1/5/23. It has an auto-filled pitcher in the beverage center. It has not worked at all. I have been trying numerous times to get someone to repair it. When purchased, I was told that they have their own repairman for warranty work for appliances bought out of the box. There were 2 dates set up in Jan for a repairman but the repairman never showed up. I waited all day on both days. Finally after many calls to Appliance Factory, I was told that the company changed the way of repair. Supposedly, they contract out. My case was referred to one company. After a week of no contact from that company, I called again and they asked me if I knew a company. A company was referred to me and I told Appliance Factory and they sent my case to that company. It has been 10 days and no contact. I am at a loss on how to get my refrigerator fixed. I feel I am being ignored and hoping I will go away. Whats my next course if action?

  Business Response

  Date: 05/30/2024

  Hello *******,

  Thank you for working with us. We are pleased to have addressed your concerns and to hear that your appliances are functioning well.

  Your satisfaction is very important to us. While we strive for professional delivery and installation, we understand that occasional issues can occur.

  We are dedicated to resolving any issues promptly and ensuring your complete satisfaction.

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

  Thanks again,

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

  Corporate Operations Manager

• Initial Complaint

  Date:02/28/2023

  Type:Customer Service 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.

  Installer cut a hole in our granite counter top larger than the cook-top stove to be installed. We then bought a larger stove to help fill the the hole. We are still left with a 1" gap between stove edge and counter-top. I called and left messages for them several times over a month, but we have not heard from them.At this point we would like a new counter-top. We do NOT want a FRAME around it. If I wanted a frame around my stove I would have bought a stove with a frame.

  Business Response

  Date: 05/30/2024

  Thank you for working with us. We are pleased to have addressed your concerns and to hear that your appliances are functioning well.

  Your satisfaction is very important to us. While we strive for professional delivery and installation, we understand that occasional issues can occur.

  We are dedicated to resolving any issues promptly and ensuring your complete satisfaction.

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

   

  Thanks again,

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

  Corporate Operations Manager

• Initial Complaint

  Date:02/15/2023

  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.

  I Bought a set of ********************** Range, Microwave and dishwasher, at Appliance Factory Matrress Kingdom on 07/25/2019 I purchase a 4 years of warranty they offer me for the products, Brand Source Appliances Repair. Since June 2021 I have call them for the first time to came and repair the Range and the Microwave, took them almost a year to replace the Microwave door, and since 2019 they came 9 times trying to repair the Range and nothing is accomplished 2 different technicians trying to solved the problem no solution, y asked them to replace the Range they told me they'll not do that because is expensive, two Christmas and new years pass by and I can't cook meals for my family, I have a constant clicking sound that make me nervous I can't support it anymore, I have lost Dr ************* days of work. For this issue, 5 times they cancel my appointment at the last minute, the technician is working now on the unit blamed the first guy saying that he mess it up, the fact is my Range is not working the oven doesn't even self clean. At this point I don't know what to do the technician told me they don't have this model anymore, so I asked kindly please replace with a similar Range, I accepted! but nothing seems to go furthermore. On 07/25/2023 I will be without insurance please if you could help me, and forgive me English I'll love to explain better English is my 3 language.Thank you very much *****************************

  Business Response

  Date: 05/08/2024

  Hello ******,
  
  Sorry for the lengthy delay in response time. I have recently stepped into this role and am currently going through all outstanding BBB complaints.

  
  I have researched your complaint and it appears there were 2 service appointments on 2/16/23 and 6/8/23 to repair your unit. Did these service repairs resolve your complaint?
  
  Please let me know how I can further be of assistance in resolving this matter. 
  
  Thank you,
  ********************************************
  Corporate Operations Manager

• Initial Complaint

  Date:02/08/2023

  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.

  2/28/2022 Purchased Whirpool dryer, venting and cord from Appliance Factory 3/7/2022 Appliance Factory installed dryer however venting they sold me with the dryer is a foil vent. 2/3/2022 technician from warranty contract came to look at a warranty issue and pointed out that the vent was a fire and death hazard and should have never been installed with that type of vent. Warnings on back of dryer and in owner manual CLEARLY and EXPLICITLY state using those vents are a fire an death hazard. 2/3/2022 Contacted Appliance Factory, sent pix of vent, warnings on back of dryer and manual. Called store back after no response, best mgr could do is refund me for the vent. no installation of the correct vent to use. He said he would contact corporate and call me back. No call back and no response to 3 email requests

  Business Response

  Date: 04/24/2024

  Hello *****,

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

  I have researched your complaint and it appears that you were issued a refund of $162.75 on 3/7/23. Did this refund resolve your complaint?

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

  Thank you,

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

  Corporate Operations Manager