Business Profile

Mattresses

Mattress Warehouse, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

197 total complaints in the last 3 years.
66 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:07/11/2025
Type:Delivery 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 box spring and mattress and they won't deliver it, and they refered me to an app that took my money and wouldn't deliver it either.
Business Response
Date: 07/11/2025
Customer purchased full size ********************** set for ****** plus tax. Salesperson told customer it was a pickup only, so customer went on the Dolly delivery service to have them pick up and deliver for them. Dolly delivery service never picked up so if customer cannot have picked up store will refund customer.
Initial Complaint
Date:07/01/2025
Type:Billing 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.
We bought a mattress and decided to do the exchange in the amount of time that they allow. I had to call customer service to finally get someone to help do the exchange because i couldn't get anyone at the store to call back. Our credit amount for the exchange was $799.00 and we ended up getting a mattress that was $539.99. They had a restocking fee of $125.00 they said they would take out of the credit and then let me know what the amount would be that we would get back when i talked to customer service. I kept getting told different date for delivery and only found out when i had to keep calling when we didn't receive a call for the delivery time. I've been told 5 times they would call me back and even left a message for the district manager. Not once has anyone called back. When I talked to someone at the store she said we don't do refunds. I'm not asking for a refund I'm asking for the price difference. How are you allowed to charge us extra money when you sell it for less?? It's a price adjustment. I will absolutely never buy anything from them again.
Business Response
Date: 07/01/2025
The comfort exchange must be of equal or greater value, no refunds will be given, and you are responsible for any difference above and beyond the amount of your credit. you must pay a standard delivery fee, plus an additional ***** per piece removal fee.
Customer Answer
Date: 07/01/2025

Complaint: 23537814

I am rejecting this response because: I was told by your customer service department differently. Everytime we've talked to someone either at the store or customer service it's always a different story.

Sincerely,

***** *******
Business Response
Date: 07/03/2025
The comfort exchange must be of equal or greater value, no refunds will be given, and you are responsible for any difference above and beyond the amount of your credit. you must pay a standard delivery fee, plus an additional ***** per piece removal fee.
Initial Complaint
Date:06/20/2025
Type:Sales and Advertising 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 online thinking I was ordering from a local business. It wasn't until after the order was placed that I realized they aren't even in my area. I immediately sent email and requested to cancel then called next morning. I was told once order is processed you can't cancel. I will be making payments through AFFIRM and had to pay $240.57 when order was placed.Because not local to me couldn't use the removal service of old mattress. I'm disabled and have no one to remove for me. I have not heard anything from them or any other delivery service. I'm concerned now after seeing bad reviews for this company and my first payment will be due soon and don't even have product.
Business Response
Date: 06/20/2025
The customer signed long distance delivery form which says four to six weeks on shipping. Also, after order put in with manufacture for direct ship there is no cancel policy.
Customer Answer
Date: 06/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23493193, and find that this resolution is satisfactory to me.

Sincerely,

Melissa Hardin
Initial Complaint
Date:06/17/2025
Type:Sales and Advertising 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.
Bought a mattress during their Memorial Day sale. The purchase came with a free set of bed sheets and pillows worth $399. When they delivered the mattress, I was told the bed sheets and pillows were out of stock. I have been calling since then asking for it and they just keep saying it is out of stock.
Business Response
Date: 06/20/2025
Will have DM take one to the Rockville store on Sunday so they will be able pick up on Monday
Customer Answer
Date: 06/23/2025

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:05/29/2025
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 May 21, 2025, I purchased two mattresses online from Mattress Warehouse for a total of $1,168.20. Shortly after completing my purchase I received an email from Mattress Warehouse stating they do not have the mattresses I purchased nor do they have a date for when they will be available. They attempted to offer me mattresses that were not of equal comparison. I declined the substitutions and requested a refund. I then received an email stating they would refund my money but it may take 7-10 days. They took my money at the time of purchase, were able to immediately email me to tell me they fo not have the mattresses, yet it has now been 7 days and I still have not received my refund. I don't understand how it can take so long to refund a person their money for items they a) do not have and b) do not know when they would be in stock. I have attempted to email their customer service and have had no response.
Business Response
Date: 05/29/2025
This was refunded 05-29-2025
Initial Complaint
Date:05/23/2025
Type:Customer Service 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.
Bought mattress 3-1-25 for $1906.94. They have a comfort guarantee. It includes a $250 delivery charge for new one. I was never told this nor signed any agreement. Since I didn't know and had no chance to cancel the order, I don't believe I should have to pay this fee. I've called manager **** ****** at ************. He rudely pushed me off to area director **** Paapafio at ************. I've called more than 25 times in the past 4 weeks and left messages at least 6 times and no one will return my call. I intend to exchange it for a mattress $100 less than I paid and I believe I should receive a refund if only because of all the time, trouble, stress I've been under for a month. Meanwhile, I believe they are deliberately putting me off so that the 100 days comfort guarantee will run out and then they won't have to honor it and also after this Memorial Day sale is on, I will have to pay several hundred dollars more for the new mattress which at that point would no longer be on sale. Therefore I'm ordering a new mattress tomorrow before I am cheated out of everything and hope you can convince them to reimbursement me the money.
Business Response
Date: 05/23/2025
Mattress Warehouse one-time comfort exchange, you will receive 100% credit of original purchase toward the current ticket price of the replacement mattress. The exchange must be of equal or greater value, no refunds will be given, and you are responsible for any difference above and beyond the amount of your credit. You must pay a standard delivery fee, plus an additional $25 per piece removal fee upon exercise of all comfort exchanges, regardless of value. Adjustable bases, foundations, pillows, protectors and frames are not eligible for comfort exchange.
Customer Answer
Date: 05/24/2025
So again, no one cares enough about customers to take 5 minutes to speak to them. I am well aware of their policy. But when a customer is not told of their policy before they purchase, that policy should be useless. I believe the company is disgusting in their policy of refusing to even TELL the client they won't talk to me. Please put my complaint in every public forum you can. And I will worn every single person I know that the company is only okay unless you have a problem; then there will be no recourse.
Customer Answer
Date: 05/29/2025
The business made zero attempt to settle this. All they did was put in writing the speech that I DID NOT EVER RECEIVE. My original complaint took second fiddle to what later became my major complaint and that was that the company refused to allow me to speak to ANYONE at all to voice my complaint and the reasons behind it. I do not want you to continue. They will not lift a finger to discuss. They are beyond unethical in ignoring any complaints or requests. Never heard of a company who didn't allow a customer to speak to someone. Thanks you for trying but it is a lost cause.
Initial Complaint
Date:05/21/2025
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.
I ordered a mattress one hour ago roughly for delivery 5/23/25. I received an email shortly after stating it couldn't be delivered until 5/27/25. I replied by email and then called the representative ( *****). She stated she could not process a refund or void the transaction, she had to fill out a form and send it to accounting. she said the refund would take ***** days. I asked to speak with the supervisor and she stated she wasn't there at all today. I asked to speak to the supervisors manager and she said that was the owner and I couldn't. She then transferred me to customer service who said they could not help and transferred me to *******, who customer service told me was a manager in the very department ***** works in. I am not sure what is true or what is not. ******* stated she could cancel my order but she did not process refunds and when it was processed I would get an email but it would take ***** days. I asked who the owner was and she stated she didn't know and that she thought it was family owned. Considering I placed an order an hour ago, it should be able to be cancelled and my money refunded in a timely manner. Honestly since its same day, it should just be voided. This entire thing feels like a scam. It doesn't look good that there are 195 other compalints in the last few years.
Business Response
Date: 05/21/2025
The refund request is in accounting and will be done today.
Initial Complaint
Date:05/21/2025
Type:Customer Service 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.
Date of transaction: 4/27/25 Amount paid: $979.44 ($400 for the mattress; $500.00 for the frame; $24.00 for headboard brackets + tax) plus $100.00 for installation/set up. I agreed to purchase a floor model mattress and frame. At the time, I was told I was getting a very nice frame and the only difference between this one and the new one were the legs. After I had already swiped my card and was finished with the purchase, I was told that I would not be entitled to the 120 day return period nor would MW deliver the mattress and frame to me. Two days later, I called the assistant manager to explain the situation and he responded by telling me that I could have "purchased a mattress protector and be entitled to the 120 day return window". When I went to pick up the mattress and frame, there was only 1 person working to help load it. He told me that they would have delivered the mattress and frame for an additional $100.00 after it was already loaded in my truck. At this point, I attempted to call the ************************ after repeated attempts to get in touch with an associate and being unsuccessful, I sent an email asking for someone to call me. To date, nobody from **************** has returned my call. Once the mattress and frame were already at my house, I paid the additional $100.00 to have team members come move the frame. On the first date, team members went to the wrong address and could no longer fit me in that day. On the second date, team members could not get the frame upstairs as it does not fold like the new models. The team members called someone from Corporate--I was told they would be informing the District Manager of the situation and I would receive a call back--I did not. To date I have not received a call from MW. I called Sealy directly and was informed that the frame I was sold was from 2018. The new model frames fold in half. I was misled by the salesperson and customer service has refused to help or remedy the situation.
Business Response
Date: 05/21/2025
The district manager will reach out to customer to help get adjustable upstairs
Customer Answer
Date: 05/21/2025

Complaint: 23348810

Waiting on DM to call back to workout solution. ******* says I purchased/ was sold Sealy Ease 4.0 adjustable frame. ***** confirmed, not the model I was given.

Sincerely,

***** ******
Business Response
Date: 05/22/2025
District manager did get hold of customer and he will fix the issue
Customer Answer
Date: 05/22/2025

Complaint: 23348810

I am rejecting this response because: DM did not call customer back as he said he would. Still waiting on a call and a solution.

Sincerely,

***** ******
Business Response
Date: 05/29/2025
The adjustable was exchanged 05-25-2025 to a split queen size adjustable so customer could get up stairs
Customer Answer
Date: 05/29/2025
Initial Complaint
Date:05/19/2025
Type:Delivery 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.
Purchased a new mattress 5/16/25 for delivery today 5/17/25 Stayed home for delivery which showed@ apprx. 11:45am..was box spring and frame...I purchased a mattress and platform. Drivers left and I called store, was told it would take 6 weeks or more to get refund. I bought a new bed, I don't have it!If they're not going to fulfill my purchase, I shouldn't have to wait that long for a refund!!
Business Response
Date: 05/20/2025
REFUND WILL BE DONE TODAY
Customer Answer
Date: 05/25/2025
Refund was posted to my acct. 5/22/25 thank you.
Unfortunately, in preparation for delivery, I disposed of a good mattress topper and a set of sheets, and I still need a mattress. So no winners in this.
Initial Complaint
Date:05/19/2025
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 January 15, 2022, I purchased a Casper Original Hybrid mattress from ************************** for $1,896.49, including a $1,615.50 mattress, $89.99 warranty, and $199.99 shipping. On March 29, 2025, I contacted the warranty provider (**********) due to a defective mattress. On April 2, 2025, I was approved for a replacement, and on April 3, ********** issued a $1,621.51 virtual debit card for use only at **************************. That day, I ordered a new mattress ($1,199), two pillows ($139.98), a mattress protector ($99.99), and a warranty ($89). The order was confirmed with a delivery date of April 16, 2025. Five days before delivery, I was informed the mattress was unavailable. I declined a replacement to research options and requested a refund. Per the virtual card terms, the refund should have been credited to the card, but Mattress Warehouse stated they could not process it that way and promised a check on April 21, 2025. As of May 16, 2025, I have not received the check. I called multiple times and was hung up on, emailed various contacts with no response, and was told by one representative that "someone may have cashed the check," implying I was dishonest. I seek confirmation the check was not cashed and a refund via check, store credit, ACH, gift card, or virtual card.
Business Response
Date: 05/19/2025
The check was mailed to ****** **** because could not put back on credit card. Someone by name ***** ****** called different times trying get check mailed to her. She said ****** **** was her father and had passed away. Then she called saying ****** **** was her boyfriend and he passed away. She then called and said ****** **** was her ex-boyfriend who was in prison. The check was made out and mailed to ****** **** because that is name on the ticket.
Customer Answer
Date: 05/20/2025

Complaint: 23340260

I am rejecting this response because:
But first Thank you for your response regarding the refund check mailed to me ****** ****. I understand that the check was issued in my name due to the ticket details and that a refund to the credit card was not possible. I also appreciate your efforts to address the inquiries from ***** ******. However, I have not received the check at my address. I've lived at this apartment for 13 years, and the last 6 years alone, and I have the only house and mailbox keys. So, I can honestly admit I have not received the check. To help resolve this matter, could you please confirm whether the check has been cashed or deposited by providing deposit/cashed verification if theres any details of it? If the check is still outstanding, I would appreciate it if you could cancel it and issue a new one to me, ****** ****, at the same address. I'm not questioning that the check wasn't sent, but it may have been lost in transit, I dont know and I want to ensure my refund is received.
Please let me know the next steps so we can move this forward. Thank you for your time and consideration.

Sincerely,

****** ****
Business Response
Date: 05/21/2025
Will reach out to accounting to see if they can check with bank to see if check was cashed.
Customer Answer
Date: 05/21/2025

Complaint: 23340260

I am rejecting this response because:

Thank you, so much, I greatly appreciate it.

Your last response suggested that you would contact your accounting department to verify with the bank whether the check has been cashed. If it hasnt been cashed, that means I havent received it and I hope that mean I will receive a new check at your earliest convenience. I will be waiting for a clear update on the status of this inquiry, including confirmation from your bank and a timeline for resolving this issue. Have a great day!
Sincerely,

****** ****
Business Response
Date: 05/22/2025
Accounting Department got back with us saying check had not been cashed, so a stop payment will be put in to bank and reissue another check to ****** ****
Business Response
Date: 05/22/2025
The bank told our accounting department check was not cashed so stop payment will be put on first check. New check will be issued to ****** Bell
Customer Answer
Date: 05/22/2025

Better Business Bureau:

Dear Mattress Warehouse,

Thank you for your update confirming that the original refund check was not cashed. I sincerely appreciate your accounting departments efforts in resolving this matter. Could you please provide me with the earliest date that the refund check will be mailed out, if applicable? I look forward to hearing from you soon. Thank you again.

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

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ****

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Mattress Warehouse, LLC is NOT a BBB Accredited Business.