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:06/18/2024

  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 May 30, 2024, I attempted to purchase one full size mattress and one twin size mattress at Mattress Gallery in Murray. Kentucky. 1. The twin mattress price was first quoted at $299. The price was changed to $399 at the register. 2. The full mattress was unpacked and dragged across the floor on its edge and placed on a display stand. This was the last and only mattress they had of that style. I will not accept a dirty mattress. 3. A 10% Veteran discount was promised however the receipt did not show a discount. 4. Price adjustments were promised however the receipt did not reflect any adjustments. 5. Delivery cost was quoted at $25.00 by one salesman and $20.00 by another salesman, but the cost was $21.29. with no explanation. On May 31, 2024, at 10 a.m., I returned to Mattress Gallery to cancel the transaction. The salesman refused my request so I asked to see the owner/manager. The owner/manager was not in the store. I requested the owner/manager to call me. The Salesman said he would be in store at 1 p.m., but he was not. The owner/manager avoided me until June 1, 2024, when he called me that evening. 1. The owner/manager threatened that if I came to the store they would call the police. 2. I am fearful of going near the store or calling the store on the phone. 3. The owner/manager said he would work out the problem on June 3, 2024. I have not been contacted by the owner/manager during the last 14 days. 4. Due to hostilities exhibited by the owner/manager of Mattress Gallery I will not accept any mattress related products from Mattress Gallery and affiliates for fear of such items being sabotaged.

  

  Business Response

  Date: 07/08/2024

  Regarding point #1, the price discrepancy was addressed with the customers. The insert displayed on our floor was incorrect and showed a price of $299.99, upon reaching the desk *** ***** was informed of the price difference, with the price of the mattress being $469.99. He was given a 10% Military discount, as well as an additional 5% discount on the Twin mattress due to the mistake, resulting in the price going from $469.99 to the quoted $399.99, to which him and his wife told us that the price was not an issue because they liked the mattress.

  For #2, the Full mattress in question was in a protective bag before being taken out, at the customers request, to be placed upon one of our empty displays so they could test it themselves. It was then placed back in the protective bag before being stored once again, so there was no opportunity for the mattress to have gotten dirty. It is also not the last mattress of that style available, it was expressed that it is the only one available at a Double Clearance (50% discount) price, but we would be able to order a new one if the customer is willing to pay full price.

  Addressing issue #3, a 10% military discount & a 5% additional discount were applied to the customer's purchase, but they are marked as memo's in our computer system rather than a note on our invoices, so the information is not printed along with our receipts.

  For issue #4, the discounted prices were applied and the pricing was adjusted on the invoice ($399.99, down from $469.99 for the Twin, $519.99 down from $909.99 for the Full).

  Regarding issue #5, Delivery prices vary by location, for *** *****, it's a $25.00 charge, with the 15% discount applied, that reduces the price to $21.29. To address the main issue of no refund being issued, we have it indicated very clearly on our invoices that we do not offer refunds on any payments. *** ***** was indeed told that he would be contacted by our Owner/Manager, but a specific time was never mentioned as for when he would get in contact, or when he would be in our store, and that he would get in contact as soon as he was able to, rather than at a particular time and date. Police involvement with *** ***** was brought up due to his repeated actions of coming in the store, being confrontational and aggressive to our staff, and trying to collect personal information and signatures of our employees.

  To address the last issue in the complaint, no member of our staff would intentionally damage any of the property *** ***** has paid for, as that would be highly unprofessional and illegal. 

   

  Customer Answer

  Date: 07/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The response from Mattress Gallery is totally irrelevant! The sole issue is my legal and lawful cancellation of said transaction dated May 30, 2024. I returned to Mattress Gallery on May 31, 2024 and CANCELLED that transaction by a hand delivered, dated and signed letter which I have a copy.
  This complaint will not be settled until I have been returned my cash in the amount of $996.47.
  There are no discount adjustments listed on the sales receipt! Any discounts should be listed and itemized. The sales receipt is very vague which we discovered after reviewing.
  Mattress Gallery did not inform us of their no refund policy or 25% restocking fee until after the sale!
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/23/2024

  The written form of cancellation was delivered to us and signed only by *** ***** himself after he had already been informed we will not do refunds. We stand by the refund policy stated on Sales Receipt #**** at the time of purchase (05/30/2024). As for the discounts, they were applied to all items on the sales receipt, we do not list discounts on customer receipts but they are noted in merchants notes per receipt. All of the information that is needed for the customer is listed on the sales receipts such as the description of the product, the price, as well as the refund policy in clear lettering directly beside the receipts total. 

  Customer Answer

  Date: 07/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  On May 30th, 2024 my wife was led to believe she had purchased a brand new, factory packaged and sealed mattress to be delivered to her residence with money she had saved for that purpose. The sales receipt indicated the sale was made to me, ***** *****.
  The following morning after reviewing the sale receipt I returned to Mattress Gallery May 31st to cancel the sale until I could verify my wife had indeed purchased a new mattress and that I myself was not the buyer. A salesman for Mattress Gallery refused my request to cancel, referring to their refund policy which was never discussed during the sale. I asked the salesman to call the owner but the owner did not answer the phone. The salesman told me the owner would be in the store at 1 pm that day. I returned at that time and the owner was not. I learned ***** ***** had sold her an opened and unsealed mattress which she thought was a sample of the new mattress. I then insisted on and demanded a cancellation and the owner should contact me immediately. I returned that evening and delivered a letter verifying my cancellation. The owner called me the evening of June 1st and said I was interfering and if I came to the store they would call the police.
  I have not and will not accept that transaction because these people attempted to exchange a store display mattress for a new factory packaged and sealed mattress which my wife negotiated and paid for and expected to be delivered to her home.
  I did lawfully, legally and in a timely fashion decline a sale because they lied about the price of a Jamison twin mattress then substituted a display model Jamison full size mattress for a new Jamison full size mattress. I am also concerned about the condition of their products. Mattress Gallery refused to return my money and now they have my money as well as a product I will not accept because they were deceitful.
  
  

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