Complaints

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:17/06/2024

  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 June 6, 2024 we purchased two mattresses, box springs and a headboard. Included in the price was delivery, set up in the bedrooms, installation of the headboard and removal of the old mattresses and box springs. Four hours before delivery the staff called stating they would not be installing the headboard. The staff arrived at about 5:00 pm stating this was their last delivery. The delivery staff brought in the headboard first and placed in against the wall in front of the bed frame. They then set up the first mattress and box spring in the spare bedroom. At the same time, in the master bedroom, I examined the headboard to determine if the bolts I had would work for the installation. The staff then brought in the second box spring and mattress in a box. While setting up the second mattress one delivery person tripped, hit the bedframe which hit the headboard. This caused two scratches to the hardwood floor, two gouges to the baseboard and marred the paint on the wall. I immediately phoned the store, to speak with the manager. He spoke to the delivery person. The delivery person took photos of the damage. I was promised a call back from the owner. Hearing nothing I phoned the salesperson who sold us the mattresses. He said he would contact the owner who would phone us back. Hearing nothing, I went to the store and met with the owner. He said I was installing the headboard at the time of the set up, interfering with his staff and their work area. He swore and said it was my fault the damage was done. I was nowhere near his staff and not installing the headboard. I proposed that I could repair the damage if he would provide compensation for the supplies needed (paint, stain, brushes) for the repairs and reimbursement for gasoline used to obtain the supplies. I suggested $200. He swore again and said he would be loosing money if he paid this. He took a copy of the sales receipt and said he would check with his delivery staff again and call me back. He did not call.

  

  Business Response

  Date: 18/06/2024

  There was regretfully an incident at our Customer store, which we greatly for we are working on a resolution with the customer at this time. we of course, never like to see anything like this happen. 
  
  

  Dace 

  

  Business Response

  Date: 21/06/2024

  As per the complaint filed by our customer, we have agreed to pay the $200 they had requested for damages caused at their property. Attached is copy of the receipt given to the customer along with a copy of the $200 Receipt issued to their credit card. In the form of a refund . 
  

  Dace Baxter 

  Manager Mattress Depot / Maui Mattress 

   

  Customer Answer

  Date: 21/06/2024

   
  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:27/01/2024

  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.

  Jan 3 my uncle whom is handicap purchased a mattress from them. To start the delivery men wouldn't remove their shoes. Then when they put on the bed and left he noticed it's smaller then the bed frame so not a true double when he called the man on phone arguing with him saying its correct size which it is not. he wants to return as it's in correct size and not comfortable for him to sleep in. Which they are refusing to help in any way saying you need to make appointments to bring back which is not right. They have a 90 day warranty. They need to honor this. But they seem to want to drag this out till the 90 days is over and he's out of luck also they gave him a hand written receipt with no date on it.

  

  Business Response

  Date: 07/02/2024

  We had already responded to this incident. There was no structural damage done to the property. There was some dirt on a doorway and on a counter, but certainly not $600 worth of property damage were they had initially asked for $100 refund now it has turned into $600.00 . We dont guarantee that all of the packaging that comes on the product is absolutely clean once it comes inside a house. We do take every precaution to try and make sure things dont happen, but in this case, there was some dirt left behind for this we did apologize on numerous occasions. I game we do apologize if something got dirty, its not our intent things do get messy outside and occasionally there can be dirt left on bags. 
  please let us know if you need anything further from us. My guys would be happy to come out and wipe off dirt on the door frame and countertop if it is still there. I could come by personally with a Carpet Cleaner in a can and clean up the quarter sized wet marks that you had sent me pictures of. As I had explained on the phone, I have had many things delivered to my home over my life, and occasionally there is a small disruption left behind after the Delivery staff leaves. These things do happen on occasion. 
  
  

  Customer Answer

  Date: 07/02/2024

  I think you have the wrong customer in mind this is about a crappy ********************** u sold my uncle and the fact ur men didn't take there shoes off and stepped on white carpet going upstairs 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21210003
  
  I am rejecting this response because:

  I think you have the wrong customer in mind this is about a crappy ********************** u sold my uncle and the fact ur men didn't take there shoes off and stepped on white carpet going upstairs 

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 20/02/2024

  Please feel free to reach out to myself at Mattress Depot directly. Im in the store Friday and Monday 10 till 7 PM. I would enjoy having the gentleman in to do a sleep exchange either one of those days. Please let me know ahead of time which day you would like to come in so that I can make myself available for you. 
  

  Dace 

   

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

• Initial Complaint

  Date:28/09/2023

  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 boxspring September 24, 2023, paid $226 including taxes from Mattress Depot in London Ontario. The sale's associate loaded it the wrong way on my vehicle and the fin on my roof punctured a hole in the cardboard, no big deal. I unwrapped it when I arrived home only to see it was built with splintered wood (no scrap pieces of wood inside so it wasn't broken it was built that way), missing part of the support structure between the frame. the Mattress was returned to the store September 28, 2023 in the original packaging (opened of course because I was intending on keeping it until I saw it was made of scrap/broken wood). I called the shop and spoke to ****, he swore at me, said he was "having a good day until he heard this ****" then called me a liar for telling him the product was built with scrap wood because he said I broke it. I was yelled at, I was cut off, accused of trying to "rip him off like everyone else" and had no opportunity to explain anything or attempt to resolve the situation. He was more concerned with the small hole in the cardboard that voided the warranty (caused by the improper loading of his employee) and how people are "ripping him off all the time". I tried several times to explain that I was not looking for a refund, I would have been content with a repair or a replacement but wasn't able to say anything because he kept calling me a "liar", swearing at me and telling me that I broke it. I am not someone who takes advantage of anyone and am a reasonable person but I also value my hard earned money just like this business does and don't wish to be taken advantage of. I no longer wish for a repair from this business as they do not stand behind their product or treat their customers with any shred of respect.

  

  Business Response

  Date: 02/10/2023

  Good day we have offered to replace the boxspring for our customer. We have emailed her on the evening of when the sad happened at the store. We did not receive a response from the customer. We service everything that we sell in the email I had given her three different options replacing the boxspring double size. We will also deliver it for free to her house. Also she could use the $200 towards the purchase of a double size split box, or towards the purchase of a platform bed as it was stated, she was having difficulty fitting it in her stairways.

  we have no problem servicing what we sell. We have attempted to reach out to the client unsuccessfully and have not heard back from her.  She had also gone on ****** review to give us a one star review with a scathing paragraph. When we had no time had refuse service, we would like to straighten this matter up with her. But would ask that the ****** review be removed as we are attempting to resolve this matter. We do encourage you to reach out to us. We would love to make you happy.
  

  **** 

  this is my cell phone number. You could also reach me at anytime as I am the manager of the store *************