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Business Profile

Mattresses

The Mattress & Sleep Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

This profile includes complaints for The Mattress & Sleep Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Mattress & Sleep Company has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:20/03/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      March *, 2025 Delivered on March *, 2025 Online transaction purchased an ****** ****** *** inch side-sleeper pillow order ***** Advertised as *** inches high on *********, ********, and on the law tag ** x ** x *** Ordered a second pillow but foam was too soft. Is being refunded.I asked about the weight and density and volume of the * pillows. ****** ******** sent me detailed mathematical solutions for calculating the weight of **** pounds which is on the law tags. I was trying to determine how the weight on the law tag was arrived at, **** pounds and used the height of 4.5 inches. He wrote: but either way it would not be an accurate calculation as "the pillow is not ***" tall except for its absolute highest point." I wrote back that I wanted a refund based on what he said and enclosed a statement from the competition bureau regarding false advertising. Here is what he wrote back: ********,"At this point, I think you are trolling me. No one is actually this stupid. It is plain as day from the photos that the pillow is not all the same height, that would mean it is a totally flat and level surface. I am going to refund you for the second pillow, but not the first. If you want to try and take me to court over it, please do, I will counter sue you for time over something that on its face is ridiculous. I will have that refund issued tomorrow. Please refrain from sending me any more messages unless it is through a lawyer. "I asked in a return email if he was calling me "stupid" and that I don't understand the term "trolling".

      Business Response

      Date: 20/03/2025

      Since judgement is not possible out of context, please see attached our full correspondence

      A link to the product in question - it should be clear from images what I am referring to when I use the terms 'peak height' - 'average height' etc. 

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

      Thank you. 
      ****** ********

      Customer Answer

      Date: 20/03/2025

       
      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,

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

    The Mattress & Sleep Company is NOT a BBB Accredited Business.

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