Complaints

This profile includes complaints for Mattress Land by Sleep Fit's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mattress Land by Sleep Fit has 15 locations, listed below.

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  Mattress Land by Sleep Fit

  36 E Herndon Ave Fresno, CA 93720-2912

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  Mattress Land by Sleep Fit

  3360 N Highway 59 Ste M Merced, CA 95348-9405

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  Mattress Land by Sleep Fit

  3130 W Shaw Ave Fresno, CA 93711-3215

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  Mattress Land by Sleep Fit

  4626 N Bendel Ave Fresno, CA 93722-3904

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  Mattress Land by Sleep Fit

  1362 Madonna Rd San Luis Obispo, CA 93405

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:08/29/2024

  Type:Product 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 a mattress May 2024. It was told to me by the salesman to get a specific mattress for my body and sleep position. That first mattress ended up being very very soft. I ended up comfort exchanging that bed 30 days later for something firmer. That particular mattress a Beautyrest ******* was considered a 2.0 in their in house firmness scale down from the 3.0 I just exchanged. Upon delivery I immediately noticed a ripple/lump defect right down the middle. I took pictures and submitted to the salesman the same day. Without sending a warranty inspector out they immediately approved the warranty exchange based on the pictures I submitted. Then the new mattress I received which was the same model developed a sinkage in it after a few weeks. This time they did in fact send a inspector out and he took pictures and sent them out to their warranty approval team. I was approved again. Now where it became deceptive was ****** the salesman wanted me to purchase the exact same mattress I just returned for defects not once but twice ?! Now why would I try to get a third one if the first two were defective? He then offered the Casper mattress which I was told was a "bed in a box" type mattress. I flat out told him "NO". I DONT WANT A BED IN THE BOX ! He then said come back during Labor Day to get a sales price on a better mattress. So basically I had to wait another 2 months before exchanging the this 3rd mattress for a fourth. The reason was they have a 1 year price guarantee so if I saw the bed cheaper withing a year I would get reimbursed whatever amount I overpaid. However he informed me I was not eligible for this on a comfort exchange so if I was to buy the bed or exchange it at the end of June and then seen the same bed on sale during labor day for 300 cheaper I would not get reimbursed so I basically had to wait until Labor Day sale to pick out another bed. He ended up selling me a bed in the box without telling me and it also cost me $1,100 more. This was deceptive

  Business Response

  Date: 09/04/2024

  To whom it may concern,

  Although we sympathize with Mr. ****** opinion and perceived notion of his experience with Mattress Land, we find no fault on our end in regards to his purchase and multiple mattress exchanges.  We do not manufacture any of the mattresses that we sell. All of the mattresses that we sell are produced off-site by established manufacturers. We did our best to accommodate the customer in accordance with our company policies and the manufacturers' guidelines in regards to warranties.  We have a 6-month Comfort guarantee that allows the customer a ONE TIME Exchange for a ********************** of equal or greater value and he has already exercised that  ONE TIME option. 

  The customer was made aware at the time of purchase that the mattress in question was shipped in a box. The mattress that the customer has can be considered a bed in the box,  because it is shipped from the manufacturer to our warehouse facility in a box. Once it is in our possession we immediately open the box and allow it to expand. The mattress is constituted to industry standards and can be compared to any other mattress on the market. It is a quality item that is of great value. We do not provide refunds of any kind unless the refund is requested within 7 days of the original purchase and the product is new, unused, and unopened condition in factory sealed plastic. 

  We have had multiple conversations with Mr. **** about our policies and the manufactures' warranty guidelines. Either at the retail location where he made he original purchase, or through our customer service department. Mr. **** has changed his story multiple times and is simply trying to find a loophole around our policies. 

  Although we will not approve a refund for Mr. **** in the amount he is asking. We are willing to offer one final comfort exchange for the customer in hopes that he can select a ********************** that better suits his comfort needs. If Mr. **** chooses to accept this last and final exchange, a redelivery fee of $145.00 will need to be paid before the exchange is completed to cover our operations costs and the mattress that we are exchanging must be stain free and still have the law label attached or the customer must have it in hand. This $145.00 is the standard cost for all comfort exchanges at Mattress Land and is documented on our policies page. At the time of selection of the new mattress Mr. **** will be required to sign and acknowledge that this is the absolute last and final exchange that he will be provided by Mattress Land. 

  We feel that this resolution is more than adequate for **** ****s situation and we look forward to providing him with a mattress that better suits his comfort needs. 

  Respectfully,

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

  Director of Operations.

  
  
  

  
   

   

  Customer Answer

  Date: 09/04/2024

   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. Although some of the information is inaccurate from the response from Mattress Land I will accept their offer to put this behind me. I was never informed it was a bed in a box until after I received bed and contacted customer relations a few days later via phone call - only at that point was it brought to my attention that it was in fact a bed in a box. In no way was I trying to expose loopholes as suggested in their response. I was simply told it was a medium firm mattress when in fact it clearly stars "Firm" on the tag attached to the mattress. God Bless and have a wonderful day.

• Initial Complaint

  Date:06/15/2024

  Type:Product 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 bed on 2-17-24. My fianc and I walked in with a specific bed in mind but was quickly told that they did not have that particular bed in store, but could order it. The salesman, ************************* store manager quickly turned us onto a discontinued, high end mattress that he said was comparitable to what we were looking for. The sales pitch was that if I purchased this bed, gave it a good 30+ days and wasnt satisfied that they would take it back, credit me the amount I paid and order me the bed that I originally wanted for just the difference in price. This was notated on the purchase agreement online as ***** physically showed us the notation on the computer. ***** also said he would give me 6 months to do so. That was also notated. Sadly I returned to the store approximately 45 days later asking to make change as I wasnt happy with the bed purchased and would like to order the bed I desired instead. ***** said that he would happily put in the order right away but it would take approximately 1-2 weeks. I agreed to waiting, no problem. To this day, now the middle of June, I have had no confirmation or communication from Mattressland at all about my bed(order) and I have visited in store and ***** said he ordered it, and was still waiting. I have also called several times and I have not been able to reach him. I would like to get this resolved before I file a claim in ***** against this store. I would appreciate someone contacting me to resolve this matter in the next 10 days, as I am not willing to wait the full 6 months. ***************** ***********

  Business Response

  Date: 06/19/2024

  Initial Response:

  To whom it may concern,

  I was contacted today by our sales associate ********************* at our Nampa location about ********************* situation. He apologized for the inconvenience and is working with **** on her exchange. Once her exchange is ordered and has arrived at our ******************* we will contact her to exchange her mattress. Once the exchange is completed I will respond with documentation of the completed exchange. 

   

  Best regards,

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

  Operations Director, Mattress Land

   

• Initial Complaint

  Date:02/17/2023

  Type:Product 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 mattress with a 10 year warranty On Nov 12, 2022. Spent $1000 was never told that if I didn't have it on a new box spring or a base that it would void the warranty. The mattress has since developed a 2 1/4" dip in the center. Mattress Land sent out people to take measurements for the warranty and yesterday I received a letter telling me that the warranty is void since it was on an old box spring. I feel we were misled by the sales representative. Had we been informed prior to purchasing not after the fact we would have done something different. Only 1 person sleeps on this mattress and they are not over weight. It cannot be considered misuse. We are not using it for gym practice.

  Business Response

  Date: 03/22/2023

  I am writing this letter in response to complaint ******** which was filed b y ******* ****** o n 2 / 1 7 /2 0 2 3 . Although we sympathize with Mrs ******** situation we do not find any validity in her complaint. Mrs ****** purchased a SLPF CHAIRMAN 1 . 0 FULL MATTRESS from our North Store location. It was delivered o n 1 0 /0 9/2 0 2 2 . We inspected her mattress on 2 / 1 1 /2 0 2 3 after she contacted us a bout a possible warranty issue with the mattress. During our inspection we discovered that the mattress she had purchased was being supported b y an older mismatched broken foundation/box spring that was n o longer adequate for support. ( please see attached photos o f broken foundation). This foundation/box spring was manufactured b y Sealy in April o f 2 0 1 3 and was not purchased from Mattress Land Sleep Fit.. The use of this broken foundation over many months ultimately led to the damage and impressions in Mrs. ******* mattress. This falls under the category o f misuse and voids any manufacturer warranty. Furthermore, product warranties are the so le responsibility of the manufacturer, not Mattress Land Sleep Fit. Mattress Land Sleep Fit acts a s the manufacturer’s agent in co nductin g product inspections. The manufacturer ( Kingsdown Mattress) establishes the guidelines used in conducting the inspection. I have attached a copy o f Kingsdown ’s warranty policies below a s well. Please see under This warranty Does Not apply to the following: 
  Bullet point #1 0 : Mattress damage due to using an inappropriate box spring, platform foundation o r bed frame o r to using an improper support system. 
  Ultimately it is the customer’s responsibility to read and understand the manufacturer’s warranty policies. Pro duct warranties are the sole responsibility o f the manufacturer not Mattress Land Sleep Fit. Mrs ******* mattress damage was caused b y months of inadequate support from a broken mismatched foundation/box spring and is deemed a s misuse according to Kin gsdown ’s warranty policy. Mrs ****** may choose to reach out to Kingsdown Mattress directly to see if there is some form o f relief they can provide.