Business Profile

Mattresses

Mattress Warehouse, LLC

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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

196 total complaints in the last 3 years.
62 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:11/17/2022
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.
Dear BBB,On November1, 2022, I purchased a mattress from Mattress Warehouse Store located on ********************************************************* (The Friendship Heights location). The **************** was fantastic. For the **********************, I paid $1473.38.Due to the HORRIFIC communications and service with Mattress Warehouse's Delivery team, I decided to cancel my order. I canceled my order on November 3rd, 2022. The refund was processed by the Regional Manager, who no longer works for the Company.As of todays date, November 17, 2022, I have not received my refund. Why is it taking Mattress Warehouse more than two (2) weeks to refund CUSTOMERS!!!! I am asking that you contact Mattress Warehouse to demand that they release my funds as I could use those funds for my family and household. Thank you..
Business Response
Date: 11/18/2022
Contact Name and Title: *********************
Contact Phone: ************
Contact Email: ************************
Customer Service had talked to customer today and was given refund to accounting today to refund
Customer Answer
Date: 11/25/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
As of November 25, 2022, I Mattress Warehouse has not released my funds. The funds show as pending on my account.

What I would like to know as a consumer is "Why aren't CONSUMERS FUNDS RELEASED AS QUICKLY AS THE BUSINESS CHARGES US?"

I want my funds released immediately. This is INSANE and borderline abuse to me, Consumer.

Business Response
Date: 11/28/2022
The refund was done 11-21-2022
Initial Complaint
Date:11/08/2022
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.
On 11/05/2022 I bought two mattresses for $2042.48 with a promised delivery date of 11/08/2022. The company has said that they are not going to be able to deliver the mattress on that date. We are seeking a refund for the mattresses or some compensation for the company having breached their agreement. Furthermore the employee working at the store refuses to help in anyway and there is no manager at the store and no one is engaging with me to try and find a solution to this problem.
Business Response
Date: 11/09/2022
store will send refund request for hundred dollars off after mattress is delivered
Customer Answer
Date: 11/10/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:11/02/2022
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.
I purchased a Mattress from Mattress warehouse in Manahawkin, NJ. about two weeks ago. When my furniture was made they installed a stabling bar in the frame to hold the bed frame in place. This stabling bar was placed in the frame where the box spring would be placed. When the delivery men brought the new mattress and base was unaware that they had removed the stabling bar to place their base. They never ask me what it was or why it was there. I did not know they had done this until after they had left about two days later when I found the stabling bar underneath my bed along with four other bars. I had called about other damage I saw, scratched and other damage on the bed and one dresser. Two days later I called to tell them that my bed frame was moving. I heard crackling, the and head and foot was moving. The glue in the bed frame was drying out. They have ruined my furniture and to date I have not heard from anyone except the office staff although I have made several calls, none of which have been returned. When talking to the sales person she said they should never have removed the stabling board and wanted to have it replaced to stop any further movement. That is not going to correct the damage that has been done. So much is wrong with this system they used. The system has the ability to raise the upper and lower portion of the mattress, making it easier to change the sheets, it is a king size mattress and is very heavy for me now. It seemed like a good thing at the time. As a result of untrained delivery men who do not know what they are doing, I want this thing removed from my house and replaced with a traditional mattress and box spring setup as they do not offer a refund. Their policy is that you return a mattress you can up grade at a much larger payment, which is definitely fair under the circumstances. ..
Business Response
Date: 12/07/2022
Business Response /* (1000, 5, 2022/11/04) */
Contact Name and Title: JOHN ******
Contact Phone: XXX XXX-XXXX
Contact Email: *******@SLEEPHAPPENS.COM
The day of the delivery someone from delivery service confirmed with customer that everything was okay with delivery of adjustable. The district manager from the New Jersey area have reached out to the customer but customer will not pick up the phone.

Consumer Response /* (3000, 12, 2022/11/14) */
I do not accept the closing of my case. I have gone to the mattress warehouse several times to repeat what is wrong with my furniture, and was told by the manager that they should not have removed the stable bar nor put hoes in my bed skirt. I do not return calls if I don't recognize the number and I did have some trouble with the line I have been back to the store at least five times. I didn't have a chance to really look at the job they did until after they left, but I called the store right away to tell them what had happened. I got the number from the sales person and called at least three times and left messages pleading with John to return my call with no answer

Business Response /* (4000, 14, 2022/11/14) */
The district manager have reached out to the customer and the customer does not pick up the phone. Mattress Warehouse will have district manager try get hold of customer again
Initial Complaint
Date:10/30/2022
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.
I purchase a mattress from this location on 4/24/21. Over the course of the last four months I have spent numerous trips to this location to file a warranty replacement on my mattress that I paid ******. I have been to this location, one week they said yes we filed the claim and someone will be over to your house. Other times I visit they brush me off and say we will call you. They are brushing me off and 4 months of me waiting and being shrugged is not fair. I have the receipt and the warranty information they provided to me. I will move this matter to the next steps including getting my attorney involved. PS I have all receipts and paper work.
Business Response
Date: 11/01/2022
Customer was sent warranty approval letter Aug 15,2022 to *********************
Initial Complaint
Date:10/24/2022
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.
Purchased a memory foam mattress 2/2/2023 told that ****** had a 365 night trial could return if not satisfied. After sleeping on a different Memory Foam August 29 & 30 we realized the ****** was too soft. We went back to Mattress Warehouse 8/6/2023 to discuss a solution. Was told to call ******. Nectar told us the 365 ************** was only if we brought the mattress directly from them. After several visits and or calls to Mattress Warehouse they agreed to exchange the mattress for a ******** Glenmont. An exchange was scheduled oct. 13, when Mattress Warehouse brought the exchange the ******** was wet and was told they could not take the ****** because it did not have the correct tags. Called the next day to reschedule the exchange and was told they could not do the exchange because the tag was not on the ******. We NEVER removed any tag from the ******. We would still like the exchange to take place. We are not able to sleep on the ****** because it causes so much back pain.
Business Response
Date: 10/26/2022
The exchange has been set up for Saturday
Customer Answer
Date: 10/29/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Mattress Warehouse picked up the uncomfortable mattress and brought the Cheswick as agreed upon.
I am satisfied with the results that the BBB was able to get. Thank you so much for you help.
Initial Complaint
Date:10/22/2022
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.
Purchased a mattress from Springfield, VA (Old Beulah Rd) store. Upon delivery, mattress has been defective FOUR times! I would like a free upgrade to a better quality mattress or a full refund. Obviously, the mattress I purchased is no good whatsoever. Receiving FOUR defective mattresses is not a coincidence by any means.
Business Response
Date: 11/11/2022
Business Response /* (1000, 5, 2022/10/25) */
Contact Name and Title: JOHN ******
Contact Phone: XXX XXX-XXXX
Contact Email: *******@SLEEPHAPPENS.COM
The customer have a even exchange typed up for her Sealy mattress so customer can just call store to schedule delivery

Consumer Response /* (3000, 7, 2022/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Each mattress has been defective. That is not a coincidence. I don't want this mattress as obviously, it is cheaply made.

Business Response /* (4000, 9, 2022/10/27) */
The customer can go back in to store and they will help them reselect another mattress

Consumer Response /* (4200, 11, 2022/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not pay another dime to this company! I will turn it over to my credit card company for handling at this point.

Business Response /* (4000, 13, 2022/10/31) */
The customer can go back in to store and they will help them reselect another mattress
Initial Complaint
Date:10/16/2022
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.
Date of sale: 9/25/22 Order#: *********** Amount: $1,643(frame+ext warranty)Promised: Adjustable bed frame to fit in current bed. Clearly stated to sales agent bed had storage drawers under slats. Instructed that adjustable frame still fits and legs are to be placed. Dispute: Frame was placed on slats for us to connect legs later by delivery. When we went to connect the legs, the legs could not be attached. The drawers are in the way of the legs, making it impossible to connect the legs, making the adjustable frame not fit our bed. The adjustable frame with legs is not tall enough to fit over the drawers. Did the delivery persons know this? The adjustable frame is currently sitting on the slats where the delivery persons placed it. The mattress moves when person on one side moves so the other feels iy, when using the adjustable mattress. The Purple mattresses are movement free from one person to another, the frame does not feel stable. It does not appear to be compatible with a Purple mattress, which was purchased in this transaction as well. The delivery persons should have placed the legs on the frame, installed correctly, rather than placing on our slats for us to do ourselves. If so, this would have been easier, and they could have taken back at that time. The frame is currently sitting on the slats and lifted higher on the slats on the outer edges leaving the drawers under the slats open. Pictures will show this. This frame is not compatible with our bed. Tried to resolve: Called mattress warehouse in Millvillle, DE and our salesperson was out for the day. My husband and I both called that day and spoke to the "partner" he called himself, I do not recall his name. He was rude to both of us separately and kept repeating himself stating that there is nothing that can be done. Spoke to our salesperson two days later and was told there was nothing that could be done.
Business Response
Date: 10/17/2022
Contact Name and Title: *********************
Contact Phone: ************
Contact Email: ************************
If customer remove slats and drawer units ******************** will set up service ticket come back to set adjustable down inside customer's headboard / footboard. The adjustable was confirmed everything ok on day of delivery
Customer Answer
Date: 10/19/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
How will the adjustable frame fit over the drawers when slats are removed? As the drawers will need placed back into the bed frame? The frame is lower than the top of the drawers.
Business Response
Date: 10/20/2022
Customer will need remove drawers also if customer want the base fit inside of customer bed frame
Customer Answer
Date: 10/23/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The bed is made with drawers, if the drawers need removed and cannot be placed back in bed frame once the adjustable frame is placed, the adjustable frame does not fit the bed. To expect a customer to leave the drawers out of a bed is not reasonable.
Business Response
Date: 10/24/2022
The adjustable bed was confirmed with delivery team on day of the delivery that everything was good before delivery team finished the delivery. No exchanges on adjustable beds after they been delivered is reason delivery team confirmed everything was okay day of delivery.
Customer Answer
Date: 10/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
First offer was to remove the drawers from bed, and then not able to place drawers back in bed because frame does not fit. Why was frame left on stats when it needed legs? Legs were left in the bag, sealed, for us to install and remove slats. It is more than clear at this point we were taken advantage of in more than one way. The legs are not tall enough to lift frame over the drawers, hence bed left on the slats for us to place legs. It is clear that it is known this does not fit in a bed with drawers. A nice product was sold however it does NOT fit a bed with drawers. First, we were sold this when it was known we had drawer bed. Second, delivery obviously knew and that is why we were left with the legs to finish the install. Third, your last response acknowledges drawers would not fit back in.
Business Response
Date: 10/31/2022
The adjustable was put on top of slats and the delivery of adjustable was confirmed delivery of adjustable day of delivery. If customer remove the drawer units from the customer's bed then ******************** will do service ticket to put the legs on the adjustable
Customer Answer
Date: 11/10/2022
This was closed and not sure why. The response from the seller is the same response that keeps getting repeated. The response is not a solution. We can put the legs on, the legs are too short to fit over drawers in the bed.

I had radiation cyber therapy for 5 days and was unable to respond by the 7th. I was not aware the 7th was a cutoff due to no response.

We are not necessarily looking for a refund. We like what was purchased. Are their taller legs that can be used? If not, the frame does not fit in the bed.
Business Response
Date: 11/14/2022
The customer need to remove the drawer unit if customer want the adjustable to sit down inside of the bed rails
Business Response
Date: 11/15/2022
The customer was called on day of delivery to confirm that the adjustable was was set up and customer did say adjustable was set up on top of slats and was good with that. If customer want to use the legs on the adjustable the drawers would need to be removed so legs could go all the way to the floor. No refunds on adjustable after delivery and set up is why delivery of adjustable is confirmed while driver still at the house.
Customer Answer
Date: 11/15/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
We are going back and forth repeating the responses. Your solution states to remove the drawer's and then the frame fits. Which means the frame DOES NOT fit a bed with drawers since the drawers cannot be put back in the bed. Your solution is to have the holes from the drawers showing? And not utilize the drawers? This goes back to original filing. We were taken advantage of by both the salesperson and the delivery staff. Salesperson was aware of the drawers and the delivery staff clearly saw drawers in the frame. Leaving drawers out of a bed with drawers, leaving holes where the drawers set in the frame is not a solution. A refund should be given. At this point we are going back and forth and be taken advantage of.
Customer Answer
Date: 12/01/2022
Not sure what to say at this point and time, we were taken advantage of, and no call was completed for verification of delivery after the fact. This is unethical in business. Reported this to BBB in hopes of help. Responses from the business do not offer solutions as the product they sold does not fit the bed, delivery left for us to install legs as it was placed on the slats, frame is not tall enough to fit over drawers. Both the business and delivery company faltered and I as the customer have to pay the price. Not workable solution was offered. Again, I reached out to BBB in hopes of a resolution, and none was offered.
Initial Complaint
Date:10/14/2022
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.
Purchased a mattress and box spring on the first delivery they said box spring would not fit . They took it back . Second delivery the mattress was damaged and torn . Third delivery they replaced matress and box spring was damaged. The fourth time they came to replace boxspring and the new one was damaged . I asked to have a complete refund which was denied.
Business Response
Date: 11/04/2022
Contact Name and Title: *********************
Contact Phone: ************
Contact Email: ************************
Customer did receive ********************** set. The customer did have the foundations exchanged November 1,2022 and accepted everything. No claims in system for any other issues Refund denied
Initial Complaint
Date:10/13/2022
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.
June 8, 2022 I was delivered a damaged and defective mattress and asked the delivery men to take it several times but they said to call customer care. The box springs had a hole in it, the top was resewn, the side was bent, other side had threads coming out, when u sit on it, it cracks. I signed slip and put damaged, called customer care and they want me to do a warranty exchange. This is the 3rd bed I received in a year defective. I am disabled and I have been fair I think after 2 other exchanges. The store Manager ***** said he could give me my money back on my credit card but would take a month. This is not a warranty issue, it was defective before it came into my house but delivery men refused to take it back. I am disabled and crippled *** I need a bed. I haven't had a bed in over a year. They were called immediately after the delivery men walked out the door. They also have pictures of the damaged, defective bed. I can't physically keep getting exchanges every couple of months. All i want is this mattress and box spring picked up and my credit card credited for the damaged merchandise. The bed smelled like perfume and I suffer from multiple chemical sensitivity and had to shut off room for 2 weeks. The bed is lopsided and has not been used by us and is covered and I am waiting for them to pick it up. They have all kinds of pictures know it was damaged before it was delivered. A regional manager said he was working on it and going to get back to me as far as a refund. I am 61 years of age almost 62 and I have been dealing with this last bed since June 8, 2022 and cannot get any answers.
Business Response
Date: 10/14/2022
Contact Name and Title: *********************
Contact Phone: ************
Contact Email: ************************
The customer was sent email giving customer warranty approval September ******* to replace customer's Serta **********************. No refund on warranty claims but replace with another mattress .
Customer Answer
Date: 10/17/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a warranty claim! This mattress and box springs were delivered damaged and defective. I refused it like 3 times and they said to call customer care *** they would take care of it. My husband said to take it back also. As soon as that bed hit the inside of my house, hole in box springs and I told them I didn't want them. Then the broken, resewn, bent bed which the delivery men saw, would not take it back. This bed shouldn't have been delivered to anyone. The store Manager, *****, said they should have taken it back and delivered another bed in a few days. I have had 2 exchanges and those is the third bed. I, also, have pictures as it was in house and the delivery men watched me take them. This is not a warranty claim. I can't keep getting defective beds. It's year and half almost, and I am disabled and crippled and hurt myself trying to get into my husband's bed. I ALREADY hurt my back trying to get in and out as his bed is high. I don't have my ankle, foot, either to support me climbing into it. ***** knows this all. He said he could give my money back. This isn't a warranty issue. Don't deliver damaged or defective merchandise to consumers. I can't do anymore exchanges. None of my slips say no refunds. This last bed was never slept on with it cracking, lopsided, bent, resewed, a chemical smell. It's not safe to sleep on. Plus when I signed I put defective. Like I said this is the third bed and I don't want anymore. I just want them to pick this defective bed up and give me my money back. I have been more than fair, and obviously they don't care about the consumer and their needs. I have photos of this bed the day it was delivered and sent to customer care and nothing was done about it. I desperately need a good bed and I don't want anymore from Mattress Warehouse. And the Manager that I bought it off of said they do refunds.
Customer Answer
Date: 10/18/2022
Serta only does warranties for online purchases, or if the business closed which Mattress Warehouse didn't close. When Mattress Warehouse bought this bed, why didn't they send it back instead of sending it out to a customer or customers.

Customer Answer
Date: 10/18/2022
I am interested in mediation and binding.
Business Response
Date: 10/18/2022
The warranty is for replacement only. If customer does not want use ******************** warranty they can put claim in with Serta Mattress Company being it is their warranty
Customer Answer
Date: 10/19/2022
Serta as I said before does not do warranties except for online purchases and Big Lots. Tenya store Manager said the same thing. *** also said Serta can't do anything. I asked if they could do a special order and they said NO. Again thus is not a warranty issue. I have a defective, damaged bed and was not given the opportunity the day it arrived to refuse it. Which I did refuse it but the driver's wouldn't take it. This is Mattress Warehouses responsibility the whole way around. I don't want another defective, damaged or used bed.
Customer Answer
Date: 10/19/2022
Case number 36195427
External
Inbox

************************* <********************>
Attachments
Tue, Oct 18, 7:25 PM (14 hours ago)
to me

Hi! These are some pictures of the bed I received. You can see, also, on receipt which was electronically signed by me as the delivery men refused to take it back that it was damaged.
See Attachment/File: casenumber36195427.zip
Business Response
Date: 10/19/2022
The warranty is with Serta so if customer does not want to use ******************** warranty customer would need to work with Serta Factory direct
Business Response
Date: 10/20/2022
Mattress Warehouse have given customer warranty approval letter to exchange mattress . If customer said something about special order what did she want special order
Customer Answer
Date: 10/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked ***** several times if they could order me a noble excellence special order. I, even, called other mattress warehouses, tenya said he couldn't do it, wasn't on their inventory and the other stores, also.
Customer Answer
Date: 10/20/2022
Which that is a Serta bed and maybe I would get a new bed if it was special ordered and no defects or damaged.
Business Response
Date: 10/21/2022
The Serta rep said that the Serta mattress you want to order is lower than our Serta X1 model. The customer received from ******************** Serta X6 Hybrid firm mattress which is step higher in quality than the Serta X1 model so customer would be getting two models less. If customer want ******************** can have our Serta rep call her to explain the difference in the different Serta models
Business Response
Date: 10/21/2022
I have reached out to our Serta rep to see what the mattress is
Customer Answer
Date: 10/22/2022
As I said before I still want the money put back on my card. I asked ***** several times and was told no they couldn't get it, plus I called other Mattress Warehouses close by and was told NO they couldn't get it. Again, I twisted my back again trying to get into my husband's bed last night. It is well over a year and I just want my money back. I am disabled and crippled. I feel I have given the company more than enough time and been fair. I, also, asked about special ordering one several times.
Customer Answer
Date: 10/24/2022
I am willing to go to arbitration.
Customer Answer
Date: 10/24/2022
I didn't want a X1 mattress. As u read in comments X1 was not mentioned by me. You can't go any lower in the defective and damaged bed I received. Why didn't Mattress warehouses delivery men take it as they saw it was damaged as they brought it in the house *** seen it. They said sign and customer care would take care of it. The bed has not been slept on as it cracks and is not safe but just leave it at a customer's home to sit and take up space. So why doesn't customer care take care of it and refund my money after 3 defective and damaged mattresses??? The delivery men would not let me refuse it!!! On slip where I signed it has it was damaged.
Business Response
Date: 10/24/2022
Mattress Warehouse has a no refund policy after delivery
Business Response
Date: 10/27/2022
Mattress Warehouse will exchange mattress set with same model or customer can switch to something different and have full price customer paid toward another ********************** set.
Customer Answer
Date: 10/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had 3 exchanges and after this one I don't want anymore mattress sets. ***** said I could get a refund and it has been done for other customers but can't do it for me after 3 exchanges
and defective and damaged mattresses. I just don't understand it at all. I just want this bed picked up and out of my house and my money put back on my credit card. Maybe the department of aging and disabilities can help me. I am willing to do arbitration.
Business Response
Date: 10/31/2022

Mattress Warehouse will exchange mattress set with same model or customer can switch to something different and have full price customer paid toward another ********************** set. No refunds after mattress delivered or picked up.
Customer Answer
Date: 11/01/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Why did the Store Manager who I purchased it from tell us that I could get a refund and credit my credit card account but would take 30 days to see the credit??? He said Mattress Warehouse did it for other customers and it would take 30 days, more than once he told us that. So why can't I have my credit card credited? Is there a discrimination against me?
Business Response
Date: 11/02/2022
No refunds after delivery or pick up
Customer Answer
Date: 11/03/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Why wasn't I told that there are no refunds. On delivery slips, there is nothing plus the store Mgr told us more than once we could have our money back after 2 exchanges and the bed here is not safe to sleep in and anyone in their right mind would not have delivered a bed and box springs with the ******* it was in as you have the pictures to see that.
Customer Answer
Date: 11/10/2022
I am willing to do ADR
Initial Complaint
Date:10/08/2022
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.
Purchase was made in May of 2022.
We bought 2 twin xl mattresses and the adjustable bases that went with them. We were told that we had to keep it for 30 days but then after that we had up to 6 months to exchange if something didn't work out. My husband and I decided that we wanted to swap for the same mattress but a king size and swap for the matching adjustable base as well. I called 10/8 to initiate the swap. Nate answered the phone. We had a conversation about the swap. We also talked about my purchase costing more than my desired swap. He said the company would reimburse for the difference, but he had questions about the swap. He called his district manager. He called back to inform me they couldn't swap because we were over the 100-day comfort guarantee (no idea what this is). He said however manager would offer a good deal on another purchase. I don't want to purchase anything else. I want to do the swap and receive the difference in cost reimbursed to my card. This company needs to own up to what its sales associates promised at time of purchase.
Business Response
Date: 10/25/2022
Business Response /* (1000, 5, 2022/10/11) */
Contact Name and Title: JOHN ******
Contact Phone: XXX XXX-XXXX
Contact Email: *******@SLEEPHAPPENS.COM
Mattress Warehouse comfort policy is on top of desk says customer has hundred-day comfort exchange policy on mattress only. No exchanges on adjustable

Consumer Response /* (3000, 7, 2022/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not see anything on the desk. Please provide me proof it was there and proof of my signature acknowledging my awareness of your policy. You are not taking into account the fact that your associate made false claims to sell the mattresses and base. Also, that your associate Nate said you would refund the difference on the exchange. Professionally speaking your response to my BBB claim is poorly written and I feel that you are not valuing your customers as you should. If you cannot provide me solid proof that I was aware on the date of purchase of your policy (which I was not) then you need to uphold your associates exchange and refund assurances made to to me. Perhaps, putting a policy on a desk is not an effective means of presenting the policy to customers. I am basing this on previous BBB claims against your company.

Business Response /* (4000, 9, 2022/10/14) */
Mattress Warehouse policy is on top of the desk.

Consumer Response /* (4200, 11, 2022/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, I did not see anything on the desk. I was told I had up to 6 months from the sales people and from Nate that refunds were made if there was a difference in exchange. I have asked you to provide proof with my signature that I was aware of your policies or at least signed something with your policy on it. Your same answer will always get my same response. The burden of proof is on your company.

Business Response /* (4000, 13, 2022/10/17) */
The policy is on top of desk and customer only get hundred days for comfort exchange of the mattress only. No exchanges on adjustable.

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Mattress Warehouse, LLC is NOT a BBB Accredited Business.