Complaints

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

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  Mattress Liquidators

  3536 Court St Pekin, IL 61554

• 

  Mattress Liquidators

  1615 E Empire St Bloomington, IL 61701-3501

• 

  Mattress Liquidators

  5201 W War Memorial Dr Peoria, IL 61615-9222

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:01/15/2025

  Type:Product 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.

  On dec 13th we purchased a refrigerator. Paid 1700 in cash. They delivered and it worked for 1 day. Since then they have been here 4 times to fix it to no avail. We went thru xmas with no frig. They are telling me its *********s problem to fix it. ********* says its theres. All i want is a replacement or money back. But they are continueing to try to fix it. Its a lemon and no one will make it right.

  Business Response

  Date: 01/23/2025

  We are writing in response to the complaint submitted by Ms. ***** ***** regarding the refrigerator purchased on December 13th. We understand the frustration Ms. ***** has experienced and would like to address the situation.

  The refrigerator in question is a ********* product, and as such, it is covered by the manufacturer’s warranty, which is managed exclusively by *********. At the time of purchase, we informed Ms. ***** that any warranty-related repairs or replacements are the responsibility of the manufacturer, as we do not control or administer the warranty process.

  The product was in working condition upon installation, but we understand it stopped functioning shortly afterward. Since then, we have facilitated communication between Ms. ***** and *********, as they are the entity responsible for repairs and warranty determinations. We also understand that ********* has attempted multiple service visits to address the issue.

  While we sympathize with Ms. *****’ situation, decisions regarding repair, replacement, or refund under the manufacturer’s warranty are determined solely by *********. Unfortunately, we do not have the authority to declare the product a "lemon" or override *********’s warranty process.

  We encourage Ms. ***** to continue working with ********* to pursue a resolution, as they are ultimately responsible for the performance and warranty coverage of their product. We remain committed to assisting our customers within our capacity and will continue to support Ms. ***** by helping her navigate the warranty process with *********.

  Should you have any further questions or require additional information, please feel free to contact us directly.

  
  

  Customer Answer

  Date: 01/23/2025

   I am rejecting this response because:
  
  Their exact words to me were what are we supposed to do with a broken refrigerator if we take it back. Id like to know what im supposed to do with it. They dont have to use it to store food or freeze medicine. The fact is they dont care and havent tried to help me. Its a lemon. Theyve been here 4 times in a month and cant fix it. When do they give up?

• Initial Complaint

  Date:05/21/2024

  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.

  I purchased a brand new ******* refrigerator on April 2nd from the Mattress Liquidators in Peoria, IL. It was delivered May 2nd. After setting it up, the freezer was not working. I called them about it and they would not do anything and told me to just call *******. I called ******* and they had to replace the whole fan unit. After two visits from them, the freezer is still not working. When I bought it, I specifically asked if the fridge/freezer worked fine. She assured me it was in perfect condition and worked minus a few scratches on the exterior and despite her promises, the freezer has not worked since it has arrived and I have lost over two hundred dollars worth of meat and food. It was not mentioned that all sales were final until I received my receipt after purchasing the refrigerator and seeing it on the bottom of the receipt. I want to make this issue known and that they are selling product that does not work and/or telling customers information that they are not 100% confident on. I request an extended warranty on the product considering it was broken as soon as I got it.

  Business Response

  Date: 05/22/2024

  Thank you for bringing this matter to our attention. We understand how frustrating it must be to have issues with your new refrigerator, and we sincerely apologize for any inconvenience you have experienced.

  We want to assure you that all our appliances, including the refrigerator you purchased, come with a full warranty from the manufacturer. In this case, ******* is responsible for addressing and resolving any functional problems under the warranty terms. We understand that the repair process can be cumbersome, and we are confident that ******* is committed to fixing the issue with your freezer.
  

  Regarding your concern about the condition of the appliance, we would like to clarify that whether an appliance is a scratch and dent model or purchased brand new from a major retailer, any manufacturing defects or functional issues that arise are covered by the manufacturer's warranty. This means that the manufacturer, ******* in this case, would still handle the repairs under the warranty.
  

  We recommend continuing to work with ******* to ensure your freezer is repaired to your satisfaction.

  We understand the inconvenience this has caused, and we appreciate your patience during this process.
  Thank you for bringing this to our attention, and please do not hesitate to reach out if you need further assistance or have any other concerns.

  Customer Answer

  Date: 06/06/2024

   I am rejecting this response because:
  
  

  Good Afternoon,

   

  I purchased the fridge in April and it was delivered May 2nd. The woman who sold it to me said everything worked and the only damage was cosmetic. Once it was delivered and the freezer filled, I noticed it was not working and lost the food  within. Called to tell them and they said it was not their problem and that I needed to contact *******. I contacted ******* and they sent a technician out and replaced a fan. This did not resolve the issue, so they came a second time. He stated to fill it up because it needed to have food in there and there was nothing wrong with it. Filled it with food again, and nothing froze. Called a third time and a new technician came out who said more parts were required. The new technician came on the fourth trip and did not bring any parts, he spoke with ******* who determined it was non-repairable due to internal damage. Additionally he noticed there was no seal within the freezer. ******* stated due to the internal damage they would not cover the food lost nor the replacement fridge. Mattress liquidators hasn’t been open for me to contact and they previously told me they would be of no help. 

   

  I feel deceived and am now out $2300 for the fridge and $150 in groceries. I understood there was cosmetic damage, however I was never disclosed any damage to the freezer. 

   

  Thank you for your assistance!

  
  

  Business Response

  Date: 06/10/2024

  Thank you for your detailed response. We sincerely understand the frustration and inconvenience you've experienced with your refrigerator purchase. Your situation is understandably difficult, and we appreciate the time you've taken to explain the issues in detail.

  As previously mentioned, the warranty and repairs for the refrigerator fall under the manufacturer's responsibility, in this case, *******. We understand that their recent assessment has determined the unit to be non-repairable, which adds another layer of frustration.

  While our policy ensures that all appliances, including scratch and dent models, come with a full manufacturer warranty, we regret that you were not satisfied with the service and resolution the manufacturer has provided.

  Given the unique circumstances, we strongly recommend you reach out to *******’s customer service to discuss your situation further, including the potential for compensation or replacement due to the internal damage and the food loss. Since ******* has already declared the unit non-repairable, they might offer further options to rectify the situation.
  
  Sincerely,
  
  Mattress Liquidators

  Customer Answer

  Date: 06/12/2024

   I am rejecting this response because: I have already spoken with ******* who stated the damage is not covered under warranty. They are referring me back to mattress liquidators. Both sides are saying they are not liable and I am stuck with a defective $2100 fridge/freezer. If mattress liquidators is confident in the warranty, why don’t they take it back and work with ******* themselves? I am a 73 year old woman who was lied to and deceived for a profit. I am just asking that the business be honest and give me my money back for their defective product. The sales lady only mentioned cosmetic damage and now I don’t have a working freezer. 
  
  I’m just asking for them to make this right and give me back the money for the fridge.
  
  

• Initial Complaint

  Date:12/10/2023

  Type:Order 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 and a king size platform base bed I was told that I can exchange it from ***** * then ***** * had called me back and stared it is as is however this is not a king size base platform it's 2xl twin beds therefore they are breaking there contract I want a replacement and ***** * said no I then said I wanted to give it back as I didn't purchase that item and it's still a no they are a bad business

  Business Response

  Date: 12/11/2023

  King platforms are similar to King box springs as if they were to be one complete unit, it would be too large to fit into most homes and get around hallways and doorways. She received a King platform and that's also what it says on the box it came in as well. It comes in two pieces just like every other platform and then are put together to make one King. It is also the same King size platform that she was shown on display in the store. The sales person did their best to explain this to her in every way possible even telling her that if she ordered a King platform from anywhere else that she would receive it in two pieces. She received a King platform which is exactly what she paid for.

  Customer Answer

  Date: 12/11/2023

   I am rejecting this response because:
  No one told me otherwise as well it isn't a king by itself I would have definitely gone some place else as well if your the owner you don't have the decency to contact me yourself wow this is poor management as well