Business Profile

Adjustable Beds

American Mattress, Inc

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

40 total complaints in the last 3 years.
17 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.

Initial Complaint
Date:05/15/2025
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 in the amount $3486.93 on 14Feb25, and was told 3weeks until delivery. We(my wife and I) agreed to that timeline. No other correspondence from this company has been made to us on delays or reasons for delays. At the end of march or beginning of April I called and requested a refund to which we only received $300 back since we had agreed to a new delivery date. Again, no correspondence from this company was made to us even after the second delivery had passed. I just want my money back, I dont want this product from this company anymore. I dont an in store credit, I dont a new delivery date promise, I just want my money back.
Business Response
Date: 05/16/2025
Hello, We apologize for the inconvenience and miscommunication from the store. The customer spoke with ******** earlier in the day on 5/15 and we refunded your order. We sent the refund receipt by email to the customer at 2:45 PM. We consider this matter closed.
Initial Complaint
Date:05/12/2025
Type:Delivery 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 on 1/19/25 at store 012. The scheduled date to be delivered was 3/1/25. I agreed to this and signed the paperwork. 3/1/25 came and went with no mattress, I was told it will be a few more weeks and given a date of delivery around 3/20/25. That new date came and went with no mattress. I went in to cancel my order on 3/28/25. I was offered a new price with $1500 off the original price and was told it would be delivered on 3/29. I was called by American mattress later on 3/28/25 saying it would not be delivered on 3/29/25 and was given another estimated date in April. The next date came and went with no mattress. I had to call American mattress who advised they will get a new order in around 5/9/25 and have yet to hear anything from the company.
Business Response
Date: 06/09/2025
We apologize for the inconvenience and delay in getting your order, we are waiting for your mattress from the manufacturer and according to our records was delivered on 5/20.
Your adjustable base is still en route from the manufacturer.
We do see that you are set up for delivery this month of that adjustable.
As our way of saying thank you for being patient through this process, we will be giving you an additional mattress protector so that you always have one ready.
Thank you for being a valued customer.
Initial Complaint
Date:04/28/2025
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, AND THE RECEIPT SHOWS ANY PURCHASE OVER $1299. QUALIFIES FOR A $100 MASTERCARD GIFT CARD. I NEVER RECEIVED IT. THEY GAVE ME AN EMAIL FOR ****************************** THEY REPLIED AND SAID, "Hello *****, I hope this email finds you well. I wanted to reach out regarding the reward you are expecting. The *** on your invoice is for the $100 reward that is handled by American Mattress. This is not an Elite Rewards Promotion. Please contact the store to have them verify this in-store promotion. Thank you. ***** *., **************** ***** Elite Rewards I went back to the store and spoke to the store manager, ***** ******, who reached out to their corporate office, who replied again to go through Elite Rewards. I explained that American Mattress never gave Elite my info, and for the last 4 months, I have emailed Elite, American Mattress, and now BBB. I hope you can help. Thanks.
Business Response
Date: 05/16/2025
Hello, we apologize for the inconvenience and miscommunication. The sales manager was unaware that the gift card promotion had ended. However, to compensate for his mistake, we can compensate for this matter in one of 2 ways, an in-store $100 credit that can be used towards a new protector, sheets or pillows, or we can refund $100 back to your original form of payment. Please contact ***** (customer service representative) by phone at ************ or email at ********************************* and we can resolve this matter. Thank you.
Initial Complaint
Date:04/10/2025
Type:Delivery 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 ordered a mattress in November of 2024 and still have not received the mattress. Cost was $7,597.06, which we have not gotten back.
Business Response
Date: 04/28/2025
Hello, we have spoken with this customer about this issue. This customer had paid for their original purchase then paid for an exchange. The product in the exchange was not available, so the customer's exchange has been cancelled and refunded.

We consider this matter closed.
Initial Complaint
Date:03/08/2025
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 mattress in march of 2022. Its a 10 year warranty but they refuse to help me even get an inspection for a replacement mattress. I filled out form with ***** and they said to go through American Mattress. Ive emailed them and they keep telling me the information isnt acceptable. I do not have the materials they are requesting. But the pictures are able to reflect the damaged mattress. I requested a manager and was basically told they wont help either send in the requested pictures exactly like they said or oh well. No help. This is a very expensive mattress. I got it for the warranty offered on it. Very disappointed.
Business Response
Date: 03/10/2025
Hello, we have been communicating with the customer about this issue, and we have directed the customer to provide a few more pictures regarding their mattress and bed setup. Attached is our Warranty guide, which clearly lists out what we need to provide to the manufacturer. We cannot provide an at home inspection as we do not have that as an option. We cannot submit the warranty claim to the manufacturer if we do not meet all of their requirements, as they are the ones who provide the warranty and approval for it, we just facilitate the process. Below is the last email we sent to the customer which describes the same situation.

Warranties are held by the manufacturer not by the retailer. Retailers only facilitate the process.
All retailers must follow the guidelines and policies of the manufacturer. We have no control in this process.

Without the proper measurements being done, there is nothing to give to the manufacturer representative to look at to make the decision.

The photos still needed are the law tag photo, the measurement photo and the frame photo.

Once those are received, the manufacturer representative can make the decision.
Initial Complaint
Date:02/23/2025
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.
On 10/27/2024, we purchased a mattress from American Mattress. We were in need of a bed urgently, and were repeatedly assured that if we picked too soft a mattress, we would be subject to their "120 Night comfort guarantee" and could exchange the bed. We went with a Soft Tempur-Pedic, as that's what they had in stock to be delivered that week. The bed was delivered that week.However after a month with the bed, we determined it was too soft, and causing back pain. I contacted the store on 11/24/2024 and ordered a Medium Tempur-Pedic as replacement under their guarantee. The delivery date was set to be 3-6 weeks.12/19, we received a call from the store giving an update, that after 4 weeks of waiting, the mattress still was not available, that the warehouse was backed up, and they'd call us on 1/4.1/4 came and we received no update from the store. I called the store on 1/9, and I was told "Tempur-Pedic must be having issues, this would be the top item on the regional managers desk first thing in the morning" and that I would receive a call back. I received no call back.1/21 I called "corporate" which, has no customer support, and I pleaded my case to a salesman, and he said he would call the store. Within an hour, the store called me back, saying that "There must be national issues with Tempur-Pedic or our warehouse, I'll investigate this and call you back." 10 more days passed without reply.1/31 I went in person to the store, and spoke to store manager ****, who claimed "I have never seen anything like this before, this is an exceptional case." That he would love to help, but there is nothing he can do. I asked if the 120 day guarantee, would still apply if this took too long, and I was assured that "yes, of course it would." It is now 2/23. We are nearly 4 months in from the original purchase, and nearing the 120 day ***** The 3-6 week window has eclipsed 12 weeks of waiting. I want my replacement, or a full refund to spend my money elsewhere.
Business Response
Date: 03/07/2025
Hello, we apologize for the delay and thank you for your patience. One of our Regional Managers spoke with the customer on 3/4 and we have informed them that we are expecting their mattress within the next week or 2. We will schedule delivery as soon as we can once it gets delivered. We will still honor the 120-night guarantee for the original purchase as the exchange process had been started before the deadline so there will be no issue with the time elapsing. We will keep the customer informed on when the ********************** will be delivered. Again, we apologize for the inconvenience, please reach out to us directly for further questions.
Customer Answer
Date: 03/17/2025

Complaint: 22980726

I am rejecting this response because:
On Saturday, 3/15, a delivery of a replacement mattress was attempted by American Mattress. However, during the delivery / exchange, we noticed that the wrong mattress was being delivered. On our original replacement order from 11/24, we specified the TP-ProAdapt 2.0 Medium, which would be a full memory foam mattress. On Saturday, the delivery drivers were carrying with them the ProAdapt 2.0 Medium Hybrid, which is not what we ordered.

I did not sign for the delivery, and the delivery men took back the ProAdapt 2.0 Medium Hybrid mattress, I left a voicemail to the Territory Manager *** **** at this time, which has not been replied too.

During this process, I received a call from the store manager ****, and I provided the above details regarding, and he said he'd "call me back in a few minutes" with an explanation. Said call back has not occurred.

Sincerely,

****** ******
Business Response
Date: 03/21/2025
Hello, we apologize for the mistake with the wrong mattress. We have delivered a new mattress on Thursday 3/20 and have given the customer an upgrade to their original purchase at no additional cost.

Again we apologize for the inconvenience, and we hope this resolved your complaint.
Customer Answer
Date: 03/24/2025

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.The provided an upgrade upon the original mattress requested, and delivered it on 3/20. Issue can be closed.

Sincerely,

****** ******
Initial Complaint
Date:01/30/2025
Type:Delivery 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.
As an early Christmas gift my fiance's mother said she would buy us a new bed and whatever else we needed. We went to American Mattress on 11/29/24 and found the perfect bed for us. We ordered everything we need and was told it could take 2-3 weeks for delivery. The delivery date was 12/28. That came and went with no calls or anything. We followed up with the store on the day of scheduled delivery due to no call 48 hours prior like we were told when we bought the bed, and was told it was being delayed till 1/18/25. We called two days prior to that scheduled delivery to be told it would be delayed another 2 weeks until 2/1/25. I just called the store to follow up on this again and was told its being delayed until 2/8 but with this being delayed three times now and waiting over two months we dont have any faith we will get this bed delivered when they say we will. We also ordered the bed during Black Friday so we saved a bunch of money on the bed. We need to know whats actually going on because if its delayed again and doesnt arrive on 2/8 we will have to spend a lot more money if we have to go somewhere else to get our bed. Please help us.
Business Response
Date: 02/12/2025
Hello, we apologize for the inconvenience. The customer has proceeded to cancel the order back on 2/3 and received a full refund.
Initial Complaint
Date:01/10/2025
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 mattress from American Mattress about 3 years ago. The mattress was defected and is sagging nearly 3 inches. I sent a warranty claim to American Mattress 11 months ago, and they told me I have a store credit of $750. When I went to the store to pick out a new mattress and use my credit, the store manager told me he does not have my credit is his computer. He told me he would look into it. It has been 3 weeks since I talked to the manager, and have not heard back. I sent all the documentation from my original claim to American Mattress headquarters, but again they have not gotten back to me. The refusal of the company to honor their warranty, leaves me no other option than to go to the BBB.
Business Response
Date: 01/22/2025
Hello, we have sent the customer an email regarding their warranty claim. We have informed the customer and the store manager that we will honor the warranty claim for the original purchase price plus tax. The customer has visited the store and has scheduled his exchange.

If there are further issues, please reach out to *****************
Customer Answer
Date: 01/23/2025

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:01/08/2025
Type:Delivery 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.
On 11/18 we purchased a special order mattress from American Mattress, we were given a 3-6 week lead time. With first delivery date of 12/13. Mattress wasnt delivered nor have I received a call. I have made several calls to the manager of said store only to be told that its ordered and will be here when it arrives. Today is 1/8 and called again, was now told a delivery date of 2/8. Are you kidding me 3 months delay on a new mattress?
Business Response
Date: 01/14/2025
Hello, we apologize for the delay. We have spoke to the customer directly about this issue and we are supposed to have the product in before the end of the month. The customer was OK with this. Please reach out directly for any further questions or concerns.
Customer Answer
Date: 01/27/2025

Complaint: 22784737

I am rejecting this response because:
Just received word mattress is still not available for delivery
Maybe in 3 more weeks, but status is unknown. I wish for this information to be posted so everyone knows that American Mattress provided false info on their response.
Sincerely,

***** *******
Business Response
Date: 02/20/2025
Hello, we would like to provide further information for this issue. The customer has spoken with one of our sales managers and has elected to reschedule the delivery for the mattress. After they get their products they said that they will take down their BBB complaint.
Please reach out directly for any further questions.
Customer Answer
Date: 02/20/2025

Complaint: 22784737

I am rejecting this response because:
As of this date and time mattress still hasnt been delivered to my home and company has failed to contact us with an approx date and time of delivery. As of this writing I suggest everyone to take their business elsewhere to a better ran company with morals and transparency
Sincerely,

***** *******
Business Response
Date: 02/21/2025
After numerous attempts and voicemails to both ***** and ***** ******* with no answer or response, the Regional manager spoke with ***** ******* on 2/21/2025. The customer will be paying in full for all merchandise that has already been received and remaining merchandise that will be delivered Monday 2/24/25. This should be satisfactory for both parties, and all issues will be resolved.
Initial Complaint
Date:12/16/2024
Type:Delivery 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 2 twin extra long mattresses and two box springs on August *******. I paid ******* on August ******* since this was a special order because it was twin xl mattresses. ***** the sales person told me it takes 3 to 6 weeks , delivery is set for September 17th. On September 13th , ***** leaves a voicemail that mattresses are in and will be delivered on September 16th. There was a voicemail on 9/16 they were on the way. No one showed up and there was not a phone call. I called the store on Monday and I was told that they only had one mattress so they did not deliver. Next I was told delivery is set for 9/***** delivery was made . On 10/11 I spoke to ***** and he said he will send 2 mattress covers with the beds to be delivered on 10/26. Nothing delivered. I spoke to ***** on 11/1 and he said he will credit the box springs ****** and delivery is set for 11/6 and box springs will be free. Nothing was delivered. I was told 11/30 is delivery date . Nothing delivered. I was told 12/14 delivery date . On 12/13 I have a voicemail from ***** that mattresses will be delivered on 12/23. I went to the store , spoke with *****, he told me his director of sales was supposed to call me today. I received no call. I asked for someone who can help me , he gave me the customer service number ? I want the ************************ or if they cannot get twin xl then I want twin mattresses same type , box springs (no charge) and mattress covers (no charge) and I think they owe me for all the money I have wasted waiting for a product they could not deliver in their 3 to 6 week time frame .
Business Response
Date: 12/20/2024
Hello, we apologize for the delay. We have resolved the issue, and the product will be delivered 12/21.

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American Mattress, Inc is NOT a BBB Accredited Business.