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Business Profile

Mattresses

Mattress & Furniture Express

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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Mattress & Furniture Express has 5 locations, listed below.

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    Customer Complaints Summary

    • 24 total complaints in the last 3 years.
    • 4 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:05/20/2025

      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.
      On 25th march 2025 I paid them 448.70$ for ***** purchase they told me the will cost 2200$ and I only got 1800$ installment purchase from progressive leasing thats why they took 448.70$ from me as the rest of pending purchase and they told me every time when I called them about my pending purchase they told me they will do delivery as soon as possible when I call them after 6-7 day waiting for delivery I said them I dont need their furniture because they took a long time for delivery they are just refuse to deliver me my sofa and when I asked them about my refund they refuse for refund as well. And they give me threat that they are not going to deliver me sofas as well as my refund for 448.70$.

    • Initial Complaint

      Date:05/10/2025

      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.
      This company lied and told us we'd be paying a certain price for furniture and they ran us through multiple financing companies and then charged us almost three times the amount they told us we'd be paying. They provided us with no receipts. They told us we'd pay no more than 1500 for a dinning table and through the finance company it says we're being charged over 3000 for only the table and if we don't pay it off before 90 days we'd be paying almost 7000. We had other furniture including chairs and night stands and an outdoor chair that we got at the same time but that was for some reason processed through a separate finance company and is around 2000. Upon delivery of the items from the furniture company they brought us a damaged table and the wrong chairs and a damaged out door chair. We got one night stand the day we agreed on what furniture we wanted and we had to drive to their warehouse to get the second one. After weeks of waiting they finally replaced our dinning room table and brought the correct chairs from that day we started getting charged for the items we agreed on but we had already lost a month out of our 90 day pay off period. We have yet to receive a replacement out door chair and we are being charged an obscene amount of money for Amazon store quality furniture that could all be bought for less than 1500 on ******. This company lies and misleads customers and pretty much forces the price on you after we discussed we didn't want to pay over a certain amount on items and they agreed but never gave receipts to back it up. They just charge you what ever they want and get paid by the finance company and then we are left to foot the bill. I wish we read the reviews of this company first because there are countless other people they have done this to. I honestly don't know how they can be in business doing this to people

    • Initial Complaint

      Date:02/11/2025

      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.
      My adult mentally and developmentally daughter needed a sofa. She found one on Offer Up. They show low prices to get you to come in. They told my daughter she was qualified for over $5000.00 with no credit. The original/advertised cost of the sofa was around $500.00. She signed a contract that required her to make biweekly payments and that she must pay in 92 days. If she doesnt pay off the sofa (which ended up being over $2000.00) in 92 days, she will have to pay over $5000.00 in 12 months for the same sofa. She has no understanding of a lease vs purchasing. She made a $300.00 cash down payment. She did not get the sofa as the salesman said they made them there and that it would be done in 5-6 weeks. The contract states that the contract can be canceled by calling Koalifi. I called. They said I had to call the company (Mattress & Furniture Express) and ask them to call Koalifi ************ to cancel. I called Mattress Furniture Express ************ and was told they do not give refunds or cancel contracts. I explained that my daughter does not have the capability of understanding what she signed and asked again for her $300.00 cash down retired and to cancel the contract. He refused. I also made an *** report due to financial abuse.

    • Initial Complaint

      Date:10/08/2024

      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.
      So I purchased a home and my furniture wouldnt fit that I already ****** I went to mattress furniture express and explained my situation. The guy that work there told me that the furniture break down and will fit so I purchased it When they delivered the furniture it didnt break down like he said and wouldnt fit in my home they couldnt get it in my home so the delivery company took it back and now they wont return my money The manager stated they dont give money back and it states that on receipt I said I never got a receipt and he said they texted it to **** told him thats something that you should tell the customer before they make purchase not on a receipt after purchase I still dont have the furniture and they are refusing to give me my $2600 back They lied to me about the furniture and took my money. 

    • Initial Complaint

      Date:06/06/2024

      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.
      On 6/4/24, I went to Mattress Furniture Express on **********************************, **, after seeing a post on ******** Marketplace for a sectional listed for $600.00. I spoke with *****; he asked me what I was looking for. I told him about the post he said sure we have other options as well, and a matter of fact we can build the couch you want. He said would I be paying cash I said no. I let him know I did not want to pay more than $150.00 a month. He agreed and said let's figure out some options. Told me to sit down at some womans desk. She asked me for my personal banking and identity information. I provided it to her as she wrote it down on a piece of paper. She initially told me I was denied with the first "financing" company, but they had several options. She asked me to sign something digitally under the pretense it would be to run a soft inquiry credit check to see if I would be prequalified for other options. She said I was approved for $4,000.00 through Progressive. I said I will be back I needed to speak to my husband first. Like a hound ***** said come and sit down let's go over your options. He said he only had one couch left for a great price of $1000.00 and I didn't want to miss out. He said you are almost done with signing up with Progressive and you were approved for well over the $1000.00 is there anything else you want I replied no just a sectional couch. I said OKAY let's do it. I thought we were finalizing the progressive leasing option as he kept sending me codes to my phone and asking me for them. After providing all the links to him he said I was all set, and it can be delivered as early as tonight (between 8p-10p). I left the store. I got a phone call from fraud prevention from my bank they left a voicemail as I was already back to work and didn't answer. I checked my account app to see why I got that voicemail. And unbeknownst to be they signed me up for 3 different "leasing" companies. Who all took an initial payment from my account.

    • Initial Complaint

      Date:05/27/2024

      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 bought a couch from this company, when they delivered it they completely broke my door to where I could no longer close it and had to superglue it for the night so that it would stay shut, my son asked them to please slow down because they were shoving it very hard and they replied we are on a hurry they also dug a huge scratch into my floor, they told us to call the office on Monday and they would take care of it, when I called and let them know who I am and what had happen, they would continuously put me on hold for about 40 minutes until the phone would automatically hang up on me. At first, I thought it was a At first, I thought it was an accident because I didnt think a business would do that. But then when I finally spoke to somebody They give me wrong numbers to call and make up names of companies that did not exist for me to call Theyve been ignoring my calls now and no longer taking my calls. I wish I would have looked this up earlier because I can see that they have had several complaints on the same thing

    • Initial Complaint

      Date:05/01/2024

      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.
      On June 27, 2023 my spouse and I went into this furniture store as my wife wanted new furniture for our home. We ended up purchasing a dinning table with 6 chairs and a china cabinet. The dinning table arrived with no issues. However when the china cabinet arrived they said it was broken and said it would *********** months to receive another one. At this time I said I didnt want to wait the 6 months and to cancel my order. They cancelled my order however never cancelled the transaction as I had financed both furniture products. I have contacted the business many times with no help they say I need to contact the financing company which I have on many occasions and the financing company tells me I need to contact the store. The store on one occasion also provided me a form thats been falsified saying that they cant cancel my order that I signed a form stating that. As you can clearly see the synchrony document is my signature and the store policy is completely different I did not sign that store policy document. At this point I am stuck with paying the amount of the china cabinet I never even received. I would like the company to correct this and remove the charge.

    • Initial Complaint

      Date:04/15/2024

      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.
      My *********** purchased a mattress from this shop on Tues., 3/12. We were told we could bring the mattress home that day. After paying in full, we were informed they were out of ************** deliver the mattress on Fri., (3/15). On Fri., 3/15, we received a call from the shop asking us what size mattress we ordered. The shop tried to get us to agree to a King, when we ordered & paid for a Cal King. They then told us the mattress was not ready today (3/15) & would be delivered the following Friday (3/22). We did not make this a big deal, despite the inconvenience. Fri., 3/22, the mattress never came. The shop called and said it would be delivered Sat, 3/23. We waited all day Sat. and the mattress was never delivered. We called the shop again, this time speaking to the manager, *****. ***** informed us they never do deliveries on Fridays or Saturdays. He was extremely rude, asking us to repeat things and laughing and talking in the background. He was not receptive to our concerns about what his staff told us & did not take the unacceptable customer service seriously. He eventually told us the mattress would be delivered tomorrow (Sun., 3/24). Sun, 3/24, a mattress was delivered. It was not the mattress we ordered. We told the delivery person this and they did not listen. They left the mattress and said to call the shop. We called the shop. After several minutes, the shop informed us that they had "upgraded" us for free. The delivery driver was never told this. We were never told this and did not authorize this. We told them we wanted the mattress we ordered. The man we spoke to, ***, said "just try out that mattress to see if you like it. When we get your mattress we can swap it out if you really don't like the other one, but just try it for now." At this point, we decided a refund was best. They said only the manager could approve this. We have yet to get a refund and we are still storing the mattress for them. They are making it difficult to pick it up.

    • Initial Complaint

      Date:03/25/2024

      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.
      On 3/12 I *************************** applied for a lease agreement with Amercian First Finance. I was approved with Mattress Express. We- ***********************************, and *************************** went to go look at the furniture there to explore options. Once we found what we liked ****** helped set us up. He said he would give us the table for $2000 and the couch for $1800 as it is a floor model, we thought our total would be 3800 at **** He has a us sign and confirm on our phone a couple of messages and said it was for financing we confirmed reminding him our budget and what we came in for. At no time did he show us or explain what he was doing. He said he would take care of us. More people arrived and he rushed us out the door, no agreement no paperwork nothing. He said we were all set. After delivery on 3/12 at 9pm still no paperwork no agreement copies. At this point we are still unaware of our payment amount. Within the next week we called to inquire and he stated he would have someone call us- someone in finance(again he said he was finance) no call attempts were made. Today we called and my husband arrived at place of business. ****** was there and helped my husband he said we had 3 accounts ??? and our payments over the course of 3 loans is 1000. Every 2weeks??? What the heck??? Our entire loan amount is 6000 I am so confused, frustrated and we feel scammed. I don't feel comfortable with them having our private information. Please help mediate this situation. No business should run this way consumers should know what their payments are to make sure they can afford it!!!!!!

    • Initial Complaint

      Date:11/26/2023

      Type:Product Issues
      Status:
      Unresolved
      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 am rejecting this response because: please see attached
      They did not have the box spring either so my bed was incomplete. They also thru garbage into the apt garbage with out permission. They wanted to me to sign and I would not. I tried to call the owner in the Marysville location and he would not help me at all. I kicked the delivery drivers out of my house. They where so rude. My apt manager was upset so I gave her the number to call about ******* dumping the owner said I gave them permission. They couldn't speak english !!!!! This company is a fraud & lies... they also charged over ******* for things I never recieved. They need to shut this place down before they distroy other peoples credit for their own gain & not deliver. or approved.

      Business Response

      Date: 12/08/2023

      Dear customer,

       

      We gave you a brand new product. If there was an issue with the product you should have contacted our warranty department. We highly value our customers and will resolve any issue necessary. The couch and the mattresses were brand new. We are still willing to help out in anyway the customer needs, even nearly a year after the fact. The payments are clearly given in a document that the customer has to agree too. If they go beyond the allotted time there is interest. That is all legally sent and they agree to it.

       

      Thank you 

    Mattress & Furniture Express is NOT a BBB Accredited Business.

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