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Business Profile

Mattresses

Dynasty Mattress

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 9 complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:05/27/2024

    Type:Product Issues
    Status:
    Unanswered
    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 business advertised on their website that they were having a sale with 40% off site-wide; however, the prices did not reflect the 40% discount. I also had a code to use for an additional 15% off. I have sent multiple emails about this - I finally got a reply from ****** who advised he would send me an invoice reflecting the advertised discount - this invoice was NEVER received!!I have left messages (no one ever answers the phone) and I have sent many many emails with NO RESPONSE!!So it sure looks like false advertising that they never intended make right????I have purchased two mattresses in the past and had a friend purchase one as well. I am very disappointed to be treated this way!

  • Initial Complaint

    Date:04/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    They say 10year warranty on this product. Tried to File a claim and done everything they said. tried to contact via phone no answer. called 800 number and left messages. Still no response.

  • Initial Complaint

    Date:03/02/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 ordered the DM9000F Series Adjustable Bed Base Frame with **************** glove setup sounded good until the 300 pound box was left at the curb in the snow. I received an email from Dynasty Mattress requesting a review and when I tried to leave a review the website would not accept a bad review.

  • Initial Complaint

    Date:02/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 an ************* 10 memory foam mattress after reading reviews. It was fine for the first year or so.Then it started to become harder and developed a sag in the middle. I followed all maintenance guides. I called was asked to send photos I did. Never heard back. Then called was told to flip the mattress which wasnt possible. Called back was told that was wrong information and i should by a topper. Warranty states sagging is covered and so did an employee. Its only 3 years old cant sleep on it anymore its hard and painful to try and sleep on. Once again i was asked to send photos and..again no one answers my calls or emails me back.Website states 30 year warranty, employee stated sagging of more than an 1.5 is covered. Mine is lime 2-3 sag. Photos show approx 1.5, but i dont have anything long enough to put across the entire distance. It would be over 2.5 if i did

  • Initial Complaint

    Date:07/28/2023

    Type:Product Issues
    Status:
    Unanswered
    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 Dynasty Mattress on Amazon seven years ago, 01/22/2016 . This mattress came with a 10-year warranty. My mattress has indentations in it. I filed a warranty claim 2.5 weeks ago, 07/11/2023. I exchanged over 30 emails, and left at least a half dozen voicemails. The issue is still not resolved. The company keeps jerking me around. They had me send pictures of the defect 3-4 times. Every time they email (they will not call). they want me to do something more. For example, they wanted to know the width of the mattress, I emailed 72". Then they wanted the length and width. Then they wanted pictures showing the length and the width. I told them to look at the pictures I already sent. The length is shown in the pictures. I asked them to call me SEVERAL times and they refuse. I've told them I want a refund of $579.00 or credit on Amazon for $579.00 or the mattress replaced with an exact same model of mattress. Because of the run around they were giving me, I promised I would do everything in my power to let people know the poor customer service I received.

  • Initial Complaint

    Date:07/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Aug. 20, 2019 $1,381.49 A Lifetime Warranty which I recently saw they changed to 10 years, May 13, 2022 emailed the company about the motor on my adjustable base being really loud, I have been going back and forth with them through emails and they keep requesting ***************** (which I have sent), taking the legs off which I cant do because I am disabled, taking the bed off rug which it has never been on a rug. There were times that months would go by with no communication from them. I finally started to contact them through Amazon and the last time they responded was Jan. 31, 2023 then I sent 2 messages and no response. I spoke to someone at Amazon and they sent a message June 27, 2023 also no response from Dynasty so I contacted Amazon in regards to the A to Z warranty and Amazon sent another message to Dynasty Jul. 10, 2023 requesting a return label because I have had it with all the run around they were giving me so I just wanted my money back. I called Dynasty Jul. 17, 2023 and explained to them I was fed up with all the run around since May 2022 and wanted my money back they told me I would have to send it back to them and I told them I was not incurring that cost as this has been going on for over 1 year and they have made no effort to fix it I told them I was going to contact BBB and the girl hung up on me.Order #***-6203163-8522621 I have all emails but I cant upload all of them

  • Initial Complaint

    Date:07/06/2023

    Type:Product Issues
    Status:
    Unanswered
    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 order a ********************** that was a flex head king . This ********************** goes with a bed ***** I purchased and does not work with other **********************es.I got a regular king ********************** I've emailed repeatedly and while they admit fault and and say they will refund the money nothing has happened for days.They won't return my calls or emails.It was a ****** ********************** I am having surgery and I have told them time is a factor . I do not believe they had any intention of refunding me.They say they would buy didn't give a time frame and now have stopped all communication.I can't afford another **********************es without this money being refunded .Also at first they wanted me to return the ********************** as an exchange /return I said it wasn't an exchange/ return.I received the wrong product I received something I didn't pay for. I am still either waiting for what I did pay for or a reimbursement for selling me something they did not have.They wanted me to mail back the ********************** .I said that would be over a 100 bucks and I could not afford that and again it was their mistake.If they wanted me to do that to send a paid for shipping label and I would be happy to send it.Then they asked if I wanted it for half price ?I said no we have a bedframe that cost us quite a bit to give us a flex head adjustable bed and that we needed that style of ********************** to make it work.So then they wanted me to donate it and after proof of donation I would get a refund.I said I would be happy too , if I can find a place that will take it but that we can talk about what I should do with the wrong ********************** once they solved the problem of either reimbursement or they could just send me what I actually paid for.I didn't want to give away my proof of the wrong ********************** or have them say how do we know you donated "that" **********************..I have emails of all of this.I tried to be nice -ish but they were frustrating and again time is a factor .If you can help if be grateful.Thank you

  • Initial Complaint

    Date:05/31/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Purchase Date: April 4th, 2023 Order Number: ***** Total Purchase Price: $2089.05 Model Number: DM9000s Product Description: Split ******************* (2 Twin XL frames)Advertised Warranty: 10 Years Problem: This bed did not work right out of the box!!!! This model of bed frame has built in speakers that connect via Bluetooth. Each Twin XL bed frame has its own set of speakers. One set of speakers connect to any Bluetooth device just fine. The other set on the other bed cannot even be detected by any device that has been used to try to establish a Bluetooth connection. The bed is advertised to have a 10 year warranty. I have filled out the warranty claim online twice but nobody has even tried to contact me. I have called and left messages many times, but nobody ever answers the phone or returns my calls. Its as if they do not even exist! The only correspondence I got from them was by emailing their customer service time after time after time and then they finally answer by telling me to try something else. They tell me to make sure it is plugged in or ask if it is on. They asked me if the blue light is on and there is not even a blue light on the thing! All they are doing is just trying to avoid the problem and put me off. It is not that hard to connect to a Bluetooth device! I have told them that I connected to the speakers on the other bed just fine!I took a picture of the part I thought needed to be replaced and told them I would replace it myself if they would just send me the part. They said they were sending me the complete speaker kit but what they sent me did not resemble anything at all on the bed frame that I bought from them.I sent pictures of what they sent me and pictures of the speakers on my bed to show them the difference between what is on the bed and what they sent me but now they have stopped responding at all.This has been going on over a month now.They got my money and now they do not care.

  • Initial Complaint

    Date:04/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 adjustable base from Dynasty in May of 2020. At the time they promised a lifetime warranty. Presently their company notes a 10 year parts and labor warranty. However, they do not make good on this promise. In March of 2022 I contacted them due to a loud cracking noise on one side of the bed. They would only send instructions, which did not solve the problem. Thus, we gave up and have lived with the issue. Now, one side of the bed no longer has power, thus cannot be used for adjusting, which defeats the purpose of the base. It no longer operates. I submitted a warranty claim to the company on 4/16. The response was to a team who did not respond or complete my warranty claim request. I have emailed and called several times since this claim, and have received no support. The company has no process in place for arranging a technician to conduct repairs, nor do they offer appointments to assess problems. The warranty promises are not legitimate.

Dynasty Mattress is NOT a BBB Accredited Business.

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