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Business Profile

Mattresses

Mattress Firm

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:04/12/2023

    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.
    On 3/23/2023, I purchased a mattress and adjustable base from Mattress Firm store. The seller made a discount because he said it was excessive inventory. I asked twice about the history of the items, but he said there was nothing wrong with them and showed me an unopened factory sealed box. I chose delivery because I wasnt able to pick up such big items. However, when the items were delivered on 4/4/2023, they were without the original package, damaged, very dirty and with missing parts making it impossible to assemble.On 4/5/2023, I went to the store where the salesperson started lying. He said that I was notified that it was a showroom item. However, in our text conversation (attached screenshot), he didnt say anything about an item from the showroom but instead said excessive inventory, inspected and approved. I asked to schedule a pick-up for return to the store which was scheduled for 4/11/2023 but nobody came and the salesperson started lying again by saying You werent at home. However, I was at home and my Ring doorbell didnt have any notifications for that day.I have attached a receipt, proof of our conversation and a photo of the damaged item which I think couldnt be approved in that condition.

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