Complaints

This profile includes complaints for Denver Mattress Company, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Denver Mattress Company, Inc

  5740 Broadway Denver, CO 80216-1023

  
• 

  Denver Mattress Company, Inc

  7531 Mall Rd Florence, KY 41042-1401

  
• 

  Denver Mattress Company, Inc

  2201 N Us Highway 75 Sherman, TX 75090-2871

  
• 

  Denver Mattress Company, Inc

  957 North Ave Grand Junction, CO 81501-3140

• 

  Denver Mattress Company

  16608 N Midland Blvd Ste 102 Nampa, ID 83687-5232

  

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:03/11/2025

  Type:Customer Service 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.

  REPORTING FALSE ADVERTISING AND POOR CUSTOMER SUPPORT VIA WEB SITE. TRY TO PLACE ORDER ON WEBSITE WITH DENVER MATTRESS OF ***********. FAILED TWICE. EMAILED CUSTOMER SUPPORT WITH NO RESOLUTIONS. CALLED ORDER IN TO FIND OUT THERE IS SHIPPING COST TO TAKE A TWIN MATTRESS A FEW STEPS INSIDE A DOOR. WEBSITE IS CLEAR TO ADVERTISE FREE SHIPPING. TURNS OUT THERE IT IS NOT FREE SHIPPING. NEXT STEP IS TO ATTORNEY GENERAL FOR FALSE ADVERSTING.

  

  Business Response

  Date: 03/14/2025

  We attempted to assist **** in offering a free delivery and discard service but the phone number provided was invalid. We then e-mailed **** with an attempt to assist with the complaint. **** refused stating she had already purchased elsewhere.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23050441
  
  I am rejecting this response because:  false advertising, fail to fix on line purchase, website indicate free delivery.   Took too long.  **** services in general
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/21/2025

  Good morning,

  I apologize for any confusion and misunderstanding but I have attached a screenshot of what the checkout screen shows regarding our delivery options. It does clearly state what services are provided and at what cost, and we are not advertising falsely. This clarification is also made before check-out when the customer selects delivery and views our three options. Considering **** is refusing our help at the store level, I believe this matter to be closed.

• Initial Complaint

  Date:01/09/2025

  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 bought a mattress for my bedroom and it was worthless and broken and I ended up with my buttocks hurting me.

  

  Business Response

  Date: 01/10/2025

  Denver Mattress store #*** contacted ***** ********* to resolve the complaint by exchanging or refunding the customer for his merchandise. Upon contact today, we discovered that ***** has discarded the product and is not eligible to receive a refund without tangible product to return. 

• Initial Complaint

  Date:12/09/2024

  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.

  Purchase on April 6, 2024 involved misleading sales tactics and defective products. This complaint concerns the warranty ($99.99), the bed frame ($1199.98), and the mattress protector ($79.99), not the mattress.The adjustable bed frame we purchased for $1199.98 began moving on its own in the middle of the night, disrupting our sleep and posing a safety hazard. Despite contacting DM about the issue, covered by a warranty purchased by **, they failed to provide a solution. After reviewing the paperwork, I discovered that the manufacturer, **********, offers a free warranty. On a call, Ergomotion acknowledged the issue as a known problem. Ergomotion sent a replacement motor, but the problem persists, indicating a defect in the product. Replacing the motor is highly *************** sold us a defective product without disclosing that the bed frames issues were common. They also refused returns, citing concerns about structural integrity, but it seems their real motive was to offload defective inventory. Additionally, DM sold us an unnecessary warranty for a product already covered by **********'s free warranty, which is another deceptive sales tactic.The salesperson heavily promoted the importance of buying a mattress cover to protect the mattress and ensure a smooth return process. They claimed the cover would be subtle and quiet, but upon receiving it, we found it loud, uncomfortable, and not as described. I now question the legality of tying return options to the purchase of an additional product, especially when the information was misleading.Denver Mattress has engaged in deceptive practices, selling defective products and manipulating us into buying unnecessary items based on false information. These actions have caused financial loss and unnecessary stress. I request that the Better Business Bureau investigate and hold DM accountable for their unethical practices, as these issues have affected our sleep, quality of life, and productivity.

  

  Business Response

  Date: 12/10/2024

  To Whom it may concern,

  Mr. ******* and Ms. ***** purchased an extended warranty for their adjustable base.  The warranty provided by ********** is a 2-year warranty and then it is prorated out over the next 20 years.  The service plan purchased is full coverage of that base for 10 years.  This gives the customer 12 years of full coverage on the base.  The first 2 years by the manufacturer and the next 10 years by ********, the extend warranty company.  As to the complaint about the "known Issue" as stated by the Ergomotion **** this is not a common issue within our company. If the customer would have talked with the store manager or me, we would have had one of our service personnel troubleshoot and help with the motor replacement. However, this was not communicated with us. We offer the customer many options in a ********************** protector, the protector allows the customer to have a ******* trial period for their mattress.  Customers are shown several options and are able to pick out the protector of their choosing.  They could have exchanged this for another option if they did not like their current one, but again this was not communicated to us.  At Denver Mattress our goal is to make sure our customers are getting the best nights rest possible.  To our knowledge this customer did not speak to our store manager ***** ******* or me in trying to come to a resolution for them.  They are asking for a full refund of their total purchase, even though they are happy with their mattress.  We are willing to give them credit for the base, the warranty and the mattress pad, once we have them scheduled to be picked up from the customer.  That credit would be $1379.96 plus tax, but we would want the product to come back to the store so that we could get credit from the manufacturer.  The client can also come in and we can get them exchanged for the new Silver Bases and reselect the mattress pad as well.  We would take care of the delivery and set up.  These are the options that we have available to them.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22660372
  
  Thank you for the response and offer.  
  
  This is not true that we didn't communicate- I called DM about the issue and ******* said there was nothing they could do other than arrange a repair, which we already did once, and now require again. However we ended up having to arrange it on our own as ******* never got back to us, as she said she would. Furthermore, ********** said the motor issue is common (we have had two fail now) so it's surprising DM wouldn't know about it.
  
  We do not want a full refund for the mattress- just for the parts listed in the complaint. I apologize if that was unclear.
  
  We would prefer a refund on the base and warranty, as our trust in the company is a bit shaken and we are worried about other issues with further products we might buy. We will drop the mattress pad issue, even though we think linking it's purchase to the trial period is a bit dubious. 

  

  Business Response

  Date: 12/19/2024

  We have contacted this customer and arranged for the pickup of the base and will give a refund of the base and the warranty, this total is ******* refunded to the original payment method once the product is returned.  This refund is for the base and the warranty plus tax but minus the delivery fee.  They are scheduled on December 30th for pick up and the store will contact them on the 30th for their credit card information to process the return.

   

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

  Regional Sales Manager

• Initial Complaint

  Date:11/04/2024

  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.

  Ive been watching ******* plus TV and have attempted to contact Denver mattress several times to let them know that they continue to error a Presidents Day sale commercial, even though that was six months ago. It airs during the weekend and Ive seen it most on the *** channel on my ******* plus TV (On their streaming free ******************* channels.) I personally have worked in radio and know that this is probably just an oversight where they didnt put an end date on the ad, but I would hate for your company to continue to look foolish talking about Presidents Day and showing pictures of people barbecuing when were heading into winter.

  

  Business Response

  Date: 11/07/2024

  Good morning!  Thank you for bringing this to our attention.  I have passed this along to our ******************** so they can look into it to see why this still airing.  Thank you again!

  ****

• Initial Complaint

  Date:10/22/2024

  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.

  I purchased a Sealy Hybrid mattress 14 months ago and was advised there is a 10 year warranty when I purchased it. Today while sitting in bed I felt like it was sinking where I was sitting and the noticed when I got off the bed the coils or springs were pressing out to the side. I called Denver Mattress and the advised me to take pictures of the mattress and the federal tag. I took the pictures but did not find the federal tag now they are telling me they cannot exchange it. I want my money back or an exchange for a new mattress. I feel they are deceiving the public, no where on their website under policy does it state I have to have a tag! When I called Denver Mattress (******) ****** told me there is nothing they can do.

  

  Business Response

  Date: 10/24/2024

  Ive spoken to the customer and we have come to the agreement that a complete swap out will transpire. The customer will come in to the nearest location to select A new product and after doing so a delivery will be completed at a later date. this matter has been resolved.

  Customer Answer

  Date: 10/24/2024

   
  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:10/09/2024

  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.

  Bought a car battery with a 2 year warranty, it was faulty, attempted to get a new battery from facility and was given the wrong battery and refused a refund.

  

  Business Response

  Date: 10/09/2024

  Hello and thank you for reaching out to Denver Mattress.  Your concern to the BBB is in regards to a car battery you purchased, which we do not sell or service.  We wish you the best in resolving this matter with the company where you purchased it.  

• Initial Complaint

  Date:08/07/2024

  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.

  We bought this mattress in ****** 2 years ago and when we went to rotate it notices it had ripped, this mattress should not do that. We filed a warranty claim and were told since it did not affect the mattress **** they would not honor it. I do not want a mattress that is ripped on the side.

  

  Business Response

  Date: 08/13/2024

  The store contacted the customer and offered and exchange.  We believe this issue to be resolved.  

• Initial Complaint

  Date:07/28/2024

  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.

  The mattress in my new camper was hurting my back. I went to Denver mattress to buy a new mattress. On the way into the store, I fell down several concrete steps. The salesman had to come out and help me back up. I was aware that the mattress was a different size from a regular king size and we discussed that I also bought a mattress pad when I got home I ordered three sets of sheets that will not fit to fit this mattress. I did not want a memory foam mattress. Because Im having to live in my camper right now. Because my house burned. When delivery man came out, they immediately knew what the problem was and they said the mattress they brought out was a regular king and I needed one that was 4 to 6 inches narrower. When I called Hunter was not there. And the man that I talked to said he was a manager and I could swap the mattress back in that I got for the correct one for an additional $450 plus tax. I called one of your other locations and they said you had three different mattresses available for my camper. And one location suggested that I call ****************************. I bought and paid for the correct style and fit for my camper and me and thats all I want.. I couldve bought a memory foam mattress from several RV locations for under $600. But thats not what I wanted. It almost seems like that ****** and the other gentleman that was there that day took advantage of me and tried to cheat me.

  

  Business Response

  Date: 08/08/2024

  This customer has been contacted by the store and was offered an exchange which he accepted.  We believe this to be resolved.  

• Initial Complaint

  Date:04/27/2024

  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.

  I have enclosed a PDF of the discussions and issues I am having with Denver Mattress regarding the purchase and return/refund of $5550 of mattress and accessories I purchased.

  

  Business Response

  Date: 05/08/2024

  Our Regional Sales Manager for that store has been in contact with this customer and offered a full refund to which the customer accepted.  We believe this issue to be resolved.

  Customer Answer

  Date: 05/08/2024

   
  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.
  

  I spoke with the regional sales manager for my store. He was completely understanding of the situation and my complaints. He offered me a full refund with their apologies for any misunderstandings. Very good conversation and I feel issue is completely resolved.

  ThankYou,
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/02/2024

  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.

  3/16/24 purchase of $3744.46 in *****, ** location to be pulled from a ** location and delivered to my other address in ************, **. The mattress was delivered damaged with the top gel layer separated from the bottom support layer and shifted out past the bottom layer, hanging over the foot of the mattress. The cover was very very soiled and there were multiple snags to the fabric as if the mattress had been drug thru an oily dirty surface. We had purchased as clearance but were assured the mattress had been returned very shortly after the original purchase and that it was in pristine condition with no stains, snags or structural issues. Multiple attempts to request a replacement and no fair terms were offered by the store resulting in our request to have it picked up for a refund. They offered to order a new cover and suggested sleeping on the mattress for 3 weeks with a mattress pad on it to cover the greasy stains until it arrives or to unzip mattress and fold over the stains, sleeping on the bare internal mattress components. Said they would have delivery drivers try to fix the damaged end when they deliver the cover. The store is being rigid on pick up and is only offering a time that I am out of town for over 3 months and theyre solution is to contact them on our return to schedule and that they will not refund until they receive leaving them holding our funds for another 3 months. Calls to corporate headquarters have not put me in touch with a person who can help. Meanwhile, I have no mattress to sleep on and no refund to purchase another one. Very poor customer service and no accountability. Delivery drivers blamed warehouse and warehouse blamed delivery drivers. Store suggested I put it in a truck and drive it to the warehouse over an hour away to return it. I am new to the area by just a few days and do not have anyone to wait in my home during a 4 hour delivery window for a company to pick the mattress up while I am out of town.

  

  Business Response

  Date: 04/12/2024

  The Store Manager contacted the customer and offered a refund for their purchase.  The mattress was picked up from the customer and the full purchase price was refunded.  We believe this matter to be resolved.