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: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

• Initial Complaint

  Date:01/29/2025

  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.

  Unit was purchased over the phone with Salesman ***** on 12/15/24. ***** and his store manager have been very professional during this entire debacle. During the sale, I asked multiple times as to the quietness of the unit. I shared with ***** the existing ** Dishwasher part number and we compared the noise levels between the units. When assured this new unit would be comparable to my previous dishwasher, I approved the purchase. Unit was delivered to me on 12/19/24. Once Installed I immediately, 12/19 called ***** and shared my dissatisfaction as to the noise level of the new dishwasher. After some discussion, ***** mentioned that we would need to get an ** tech out to check the unit, The Technician arrived on 12/26 and his report is attached. Unit measured above the spec's listed and shared when the unit was purchased. I have been in regular contact with ***** and his supervisor **** to get the unit replaced with a more expensive ** unit. I have called the Presidents hotline on multiple occasions, in the beginning would get a call back from ***** but when I called and asked for the ** or DM to call, no return contact was ever provided.All I am asking for is to upgrade the unit for a more expensive unit and willing to pay the difference of approx. $300 as quoted by *****. Executive management is not permitting this. I have had over 15+ calls to ***** and his store manager. With no action from executives at Appliance Factory, I am being forced to reach out thru the BBB. The unit provided by Appliance Factory did not meet the stated specifications, as demonstrated by the ** **** I do not believe that my request is out of line considering the noise of the unit was an key factor in selecting the unit to start. There was no way for me prior to the unit being installed for me to determine if the statements to it's noise level could be determined.

  Business Response

  Date: 02/10/2025

  ****,

  Thank you for bringing this issue to our attention. Customer satisfaction is very important to us. I understand you have chosen to keep the unit. We appreciate you working with us to resolve your complaint. Have a great day

   

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

• Initial Complaint

  Date:01/19/2025

  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.

  This company sold me a brand new refrigerator. It arrived damaged. I called and asked them to make it right, and they gave me a hotline number and the hotline automatically rejects me. This is blatantly taking advantage of customers.

  Business Response

  Date: 01/31/2025

  Hello *******,

  Thank you for working with us to resolve your complaint. Customer satisfaction is very important to us. We are currently working with the manufacturer to resolve this issue. The appliance business can be complicated at times but I assure you it is our top priority to have a favorable outcome for our customers. We will continue to update you with the status of your resolution as we get more information from the manufacturer.  Thank you for your patience.

   

  Sincerely,

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

• Initial Complaint

  Date:01/15/2025

  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.

  January 14, 2025 three men came to my home around 1:54pm around 2:15pm I was informed that the lead installer broke the water valve on my washer water box. The lead installer admitted and apologized for breaking the piece offered to fix it but it was too involved. The installer called his manager and the manager stated they would not be fixing it as it was the builders fault. My washer and dryer were completely fine before they arrived and I have proof as I closed on my home on December 6, ********************************************************************* and prior to the installers showing up. I called Appliance Factory and spoke with ***** allegedly she is the store manager but how can she be the store manager if she's in Online Sales? I requested the contact information for both the store manager, regional manager, district manager and ***** refused to provide this information. I let her know regardless her installer broke a piece from my water shut off valve and it is only fair that they replace it due to their negligence. I received a quote from my plumber to fix it and was quoted $1320. I also requested the installers take back their merchandise and give me a refund and ***** has not issued a refund or cancelled the sell. She offered to split the cost of the plumbing bill but started if it were over $500 she would not be paying this. The installation manager also was of no help. I spoke with the actual store manager ****** yesterday (1/14/25 at 4:25pm MST) was told she would investigate but due to how late in the day it was tomorrow morning would be when I would be notified. I don't feel confident this issue will be resolved as to the back and forth with **** and ***** and the lack of accountability. The installer admitted he broke the piece the right thing to do would be to fix it. ***** and the installer are blaming the builder as it is a new build. The builder is blaming the installer but no one wants to fix the issue. I have no functional W&D!!

  Business Response

  Date: 01/24/2025

  Hello,

  Customer satisfaction is very important to us. 

  I understand that you have been in contact with our attorney. As he informed you, your damage claim has not been approved. 

  Please reference the attached correspondence for the detailed explanation he provided.

  Your full refund was processed on January 15th, 2025. The receipts for the return and credit to your card are also attached. 

  We want to thank you for working with us to resolve this complaint.

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

   

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22813642
  
  I am rejecting this response because:
  As a homeowner I was left without a functional washer and dryer with children during the winter time. I received no apology, Appliance factory was rude and frankly dismissive of the entire issue their installers snapped a part of my water box and caused water damage and they're saying it's the builders fault and denying a claim? I didn't have the chance to speak with someone about replacing what was broken. I never even asked for compensation but to make my home whole again. I was vilified and made out to be unreasonable which was not true. It is only fair that I receive a refund because I never took possession of the appliances after their installer broke my washer box. It took nearly two weeks to get a refund! While I emailed counsel he never followed up with solution other than speak with the builder. My home was completely fine before they came into my home. The right thing to do would be to take responsibility, fix the issue, issue an apology and make it right instead of deflecting and putting the blame back on the homeowner to get the issue resolved. A refund simply is not enough harm was bestowed upon me and counsel is a coward for not issuing an apology and making it right. 

  
  Disappointed,
  
  *. ******