Complaints

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:11/01/2022

  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.

  My mattress was delivered on 2/23 and during the delivery my hardwood floors in multiple rooms were scratched up. Turns out one of the metal "wires" that hold the mattress together was sticking out and was sharp and the in-house delivery crew dragged the mattress along my floor instead of keeping it off the ground.I notified the company that night via email, sent pictures, and asked how this can be fixed (scratched floors and a mattress with a piece of metal sticking out of it). I explained that I am just looking to get this fully repaired and a new mattress.*** (the owner) was initially responsive and sent his "flooring guy" over to take a look. He determined that my entire wood floors would need to be re-stained since he couldn't blend the repairs in properly... This information was relayed to *** and at first he was prepared to make this right... until the full scope of the costs and impact of the damage was explained. There was the cost of the floor repairs that he agreed to pay, but he didn't think any of the other costs were his responsibility. I.e. I'd need to move out of my house for 4 day (per flooring guy) and that means I'd need to rent a hotel room, place my dogs in a kennel, and any other costs. I explained that my floors wouldn't need to be fixed and I wouldn't need to move out of my house if his team didn't damage them. He then next asked if I could use my insurance to pay for it, which I confirmed that I couldn't legally do...Fast forward to today and I've left voicemails and have 4 emails with no response going back to April.I've said from the beginning that this entire situation was brought on by his crew damaging my floors and that my house should be left in the Condition it was and the mattress shouldn't be damaged with a wire sticking out... which is a reasonable ask, but now there is no dialogue and left disappointed?I wanted to support a local business and I'm left with damaged floors and a very expensive damagedmattress.

  

  Business Response

  Date: 11/23/2022

  Hi ***,
  
  
  This has been on my mind ever since it has happened. I think we need a third party to hear what has happened and they can make a decision from there. I am happy to comply with what the judgement turns out to be. The person who looked at the flooring that I have used in the past, and who came to your home to assess the damage, told me, he did not think the damage was from the mattress. Our delivery team also said they did not cause the damage to your floor. A mattress that had been dragged would have more damage on the side of the mattress than what was shown in the photos you shared with me. I am honestly sorry for this trouble, hopefully this can be sorted out and settled fairly.
  
  
  *********************

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18345943
  
  I am rejecting this response because:

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

  Hello,

  
  

  Per a conversation I just had with BBB *******, I was asked to send an email reply to clarify if I accept or reject the reply from the business and to also forward the email I had sent on 11/30/22 replying to the BBB ******* indicating that I was having troubles finding the reply to respond to during the 7 day response window.
  

  
  

  (1) I reject and do not accept the response from My Green Mattress.  I'll explain further below why.

  (2) I was asked to forward my email reply on 11/30/22 (5 days from the businesses reply) clarifying that I have been unable to locate the complaint response on the website.  It wasn't until the email I received today informing me the complaint was closed that I was taken to the BBB: ******************* System to see the response.

  
  

  If I had access to the response, I would have responded with more supporting information from email conversations I've had with the business over the past 10 months and would have provided pictures that clearly indicate that the damage to my floors was caused by the mattress delivery. The pictures clearly show a piece of metal sticking out of the size of the mattress (flawed product), where the metal broke through the side of the mattress (shows what caused the damage), and the brown stain from being dragged on my brown hardwood floors (more proof of the cause of the damage), and photographs of the damage (which line up with the cause). 
  

  
  

  I formally request that this case be reopened for reasons cited above, so I am able to respond fully to the business and ensure that your Team is armed the same information I provided the business and aware of the prior conversations. 
  

  
  

  Thank you very much for reviewing this email and for your help to ensure all sides are fully heard and fair resolution is achieved.
  

  
  

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

  
  

  
  
  Sincerely,
  
  *********************************