Complaints

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

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  Mattress Warehouse, LLC

  12317 Winchester Rd Rd SW #200 Lavale, MD 21502

• 

  Mattress Warehouse, Inc

  5175 State Route 30 Greensburg, PA 15601

• 

  Mattress Warehouse, Inc

  20001 Route 19 Cranberry Twp, PA 16066

• 

  Mattress Warehouse, LLC

  120 Center Square Rd Swedesboro, NJ 08085-1863

• 

  Mattress Warehouse

  PO Box 960 Trenton, NJ 08625-0960

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:02/19/2025

  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.

  When I purchased the mattress, I told the salesman that I was very likely to exchange the mattress if it was not suitable since they did not have the upgraded version at the store and I could not try it. I was told it would be a simple exchange and i would be responsible to pay the difference. Knowing this, I went to make the exchange and then was told the delivery fee would be 125 dollars!! I was very upset about this and expressed that to the employee and he told me that it was in the contract. I was never told about this fee, and if I had, I would have bought directly from Nectar because of their free returns and exchanges. I really feel cheated by the salesperson making the transaction and I feel like this fee should be expressed more openly upon my purchase, especially since I expressed a very possible intention of exchange during my purchase. I do not feel like this 125 dollar fee is acceptable and I sincerely feel robbed by this company.

  Business Response

  Date: 02/27/2025

  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 $25 per piece removal fee upon exercise of all comfort exchanges.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22954001
  
  I am rejecting this response because:

  The way the company went about selling me the product was dishonest. I was never told about such an absurd delivery fee when I already expressed multiple times that it was very likely I would exchange it in the future. The way the salesman went about selling me this product, after knowing I would likely make and exchange, was dishonest. He and never made me aware of the delivery fee of 125 dollars. If I had known, I would have never bought from Mattress Warehouse. Customers should be aware of this steep delivery fee. I am not satisfied with Matress Warehouses response. Its actually quite robotic and care free. Says a lot about the standard they holdvery disappointing
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 02/28/2025

  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 $25 per piece removal fee upon exercise of all comfort exchanges. The comfort policy is on desk **** on top of desk.   

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22954001
  
  I am rejecting this response because:

  you are a dishonest company
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:02/11/2025

  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 bed through credit for $2000. I also purchased two pillows on my personal credit card. There was an issue with delivery so the store manager stated she was going to reimburse me money for my pillows. When I called to inquire she said she reimbursed them in my credit acct instead of my credit card. When I called creditor there is no credit in my acct. I reached out to her and she screamed at me and told me that she instead adjusted the price of the bed which there is no proof. I just want my pillows reimbursed on my *********** card. I have called 5 times each to the ** and the DM and have left voicemails every time. I have called customer service whom gave me the ** and DM contact and I have not received any communication. I am very upset and applaud by the way I have been treated and how this company runs a business. Anytime I have returned something it goes back to the form of payment. I did not give them permission to change anything after I signed a credit agreement through **************. I just want the charge out back on my form if payment. Thank you. Store managers name is ***

  Business Response

  Date: 02/11/2025

  The customer's finance account was adjusted for the price of the pillows. Mattress Warehouse will also deduct amount from customer's credit card of the price of the pillows. 

  Business Response

  Date: 02/11/2025

  The customer's finance account was adjusted for the price of the pillows. Mattress Warehouse will also deduct amount from customer's credit card of the price of the pillows. 

  Business Response

  Date: 02/11/2025

  The customer's finance account was adjusted for the price of the pillows. Mattress Warehouse will also deduct amount from customer's credit card of the price of the pillows. 

• Initial Complaint

  Date:01/23/2025

  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.

  Hello my name is **** ******* im coming to you all with a complaint. Me and my wife ****** ******* purchased an Ease twin mattress June 3rd 2017. Last year around october we started having discomfort with our backs. We examined that it was lumps and and when it is raised it shows the problem areas. We was approved for a replacement and without no knowledge of mattresses the representative recommended a mattress. We agreed to it and they delivered it to us. The mattress we have found out was not made for the bed and we are now experiencing the same problem. We have been in touch with corporate and they have denied us approval. They told us that the bed is not meant for being raised up. Im not going for that and we are very upset about this

  Business Response

  Date: 01/23/2025

  Customer purchased ***************************. Turned in warranty claim, and mattress was replaced December 2024. There are no open warranty claims with this customer. 

  Business Response

  Date: 01/23/2025

  The mattress was replaced December 2024. Customer did not file warranty claim on the mattress that was delivered in 2024. Customer is not able to do comfort exchange because first mattress was purchased in 2017 and would be the one that could have done comfort hundred days from that date. After hundred days no comfort exchange. If customer thinks defect in **********************, they can file warranty claim 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22848415
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** & ****** *******

  Customer Answer

  Date: 02/01/2025

  I'm rejecting this because I deserve quality service and to tell a customer that I can't use the bed when raising it up is not satisfactory. I want a satisfactory mattress and I have been nice to go through the channels but it was not getting me anywhere

  Business Response

  Date: 02/03/2025

  Third ************************ went to customer's house and the ********************** is within specs. The warranty goes by Serta warranty card and customer can reach out to Serta being it is actually *****'s warranty guidelines.

• Initial Complaint

  Date:01/22/2025

  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.

  First purchase order #*********** For Serta X1 hybrid II firm queen mattress Second comfort exchange order#*********** for ******* Seacliff medium queen mattress Third warranty exchange #*********** For Serta ****** plush hybrid Queen mattress I had done a comfort exchange for a bad mattress I was sold by **** *. On 5/26/24 exchanging a serta Idirections hybrid X1 firm mattress for the ******* Seacliff medium pillow top mattress which was delivered without issue I had that mattress for several months until I had noticed it to form a dip where I had been laying. I filed a warranty claim and the warranty inspector came and took measurements that didn't reflect the 2" inch dip I had measured and sent in with photos. My claim was denied but Mattress warehouse eventually honored the claim after intervention by the BBB. I went on 10/22/24 and was recommended the Serta ****** plush hybrid Queen mattress which was recommended to me by the store manager *****. I prefer a firmer mattress with less sinking of my lower back and hips. Since the Serta ****** plush hybrid was delivered to me I've had nothing but pain ridden nights waking up with tremendous abdominal and lower back pain and this was recommended to me. I've done been sold two bad beds this makes the third one now I need an honest exchange this just feels like I've been ripped off and given junk beds three times in a row. I want an exchange or something because being recommended a bed that's caused me so much pain in my abdominal region I've been to the doctor because of this one only to learn that my Acid reflux disease has worsened due to my lower back sinking into the mattress to much. Please help reach a positive outcome on this I'm tired of dealing with this everything I've been sold has been bad for me.

  Business Response

  Date: 01/22/2025

  Customer was sold ********************** April 2024. Customer did comfort exchange June 2024. Customer turned in a warranty, but warranty was denied. Mattress Warehouse did give customer a curiosity   exchange after denied November 2024. There are no open warranty claims with customer. If customer thinks something wrong with ********************** they could file warranty claim. 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22833501
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  The Serta ****** plush mattress hybrid was said o be a firmer mattress by the salesperson but wasn't the mattress sinks in like a hammock doesn't even reflect the same quality as the one on the show room floor. I've had tremendous back pain since getting this one waking up stiff from sinking into the mattress since my lower back sinks in to far it's worsened my Acid Reflux disease. This wasn't the kind of mattress that I was advertised. I want to exchange for something a little firmer that wont cause all this pain and worsening my already existing health issues. I've also got Scoliosis and this thing doesn't help my back at all it sinks like a sinkhole. I've given mattress warehouse enough of my money and time trying to get the right mattress but I keep getting sold junk everytime that has issues and has only aggravated both my Scoliosis spinal disorder and acid reflux I have. You should stand by your products and work with people to get them the exact bed they need for their body type taking all things into account and not take their money and give them subpar products. I don't want to seek any form of legal action on this but I'm almost at my wits end trying to be nice about it. 

  Business Response

  Date: 01/23/2025

  Customer did one time comfort exchange. Then customer did curiosity exchange.  Customer does not have open warranty claim with Mattress Warehouse.  If customer thinks ********************** is defective customer can file warranty claim.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22833501
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  I've been sold three defective mattresses and the last one which is the serta ****** plush hybrid was supposed to been a firm but it wasn't the salesperson misrepresented it to me even after I told her I had Scoliosis and back issues so she recommended this plush hybrid which sinks in like a hammock. I done a warranty claim for the previous mattress because they denied it using a third party inspection company who are trained to denied your claims. I had to come to the BBB just to get Mattress Warehouse to act without seeking Legal action which if we can't reach a simple resolution I might have to but I prefer not to it's a headache and a ton of time do go through all of that. Every Mattress I've gotten from Mattress Warehouse has somekind of issue either they form a dip or were not as advertised. I would be willing to exchange this one for the right one for my body type. Filing a warranty claim would be a waste of time because foam returns to it original shape after a while so it doesn't show the stinking effect unless you lay on it putting weight on the mattress. It would be a waste of my time going through all of that for nothing just like last time. I don't see why Mattress Warehouse can't make it right. This just leaves me out of a good bed and money that I paid for a crappy one that has caused me nothing but back pain and worsened my acid reflux disease. 

• Initial Complaint

  Date:01/17/2025

  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 brought a Tempur-Pedicure adjustable bed with ergo sleep tracker and a ten years warranty from Mattress Warehouse on June 1, 2021. Now the adjustable bed does not message or vibrate. And the Mattress Warehouse just wanted me to deal with the warranty company but I did not brought the adjustable bed and warranty from Mattress Warehouse.

  Business Response

  Date: 01/24/2025

  ***** takes care of their own warranty on adjustable beds. Sealy phone number is ************

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22821583
  
  I am rejecting this response because: I purchased the adjustable bed warranty from Mattress Warehouse. Mattress Warehouse brought it from Guardian.  On October 2, ******************************************* that my adjustable bed warranty was not valid through them and I would need to pay $183.00 for the repair. 
  
  Sincerely,
  
  **** *******

  Please see attached 

  Good morning sir 
  
  
  I am a senior citizen customer of ********************. On November 4, 2020, I brought a queen soft plush mattress for $641.99. On November 5, 2020, I brought a king size Baypointe Hybrid mattress for $1,423.07.  For both mattress I used part of my 401k.  
  
  
  On June 1, 2021, I bought the Ergo with sleep tracker adjustable bed for $1,899.00. And on June 5, 2021 I brought Guardian 10 years extended warranty for 160.49.  On June 8, 2021 the adjustable bed arrived.  
  
  
  On October 2, 2024 I contacted Tempur-pedic customer service and Ms ********* at ************ told me that my warranty was not valid with them. She processed my claim ( claim number ******) and she said that the total amount was $183.00.  
  
  
  On October 14, 2024, I spoke with Guardian and they would send someone out to fix my adjustable bed.  The technician came out but he was not able to fix it and he said that he would order the parts. 
  
  
  On October 23, 2024, Guardian representative contacted me stating that Guardian would not honor my 10 years warranty which I brought from Mattress Warehouse. They would send me $149.99 check. This does not fix my adjustable bed either does it honor my 10 year warranty which I brought from your company Mattress Warehouse.  
  
  
  On November 6, 2024, I came to your Mattress Warehouse store in **************, and the salesman said that his manager would give me $750.00 discount on a new adjustable bed. This is not acceptable. Again I used some of my 401k funds towards my Mattress, and I do not have money to pay another adjustable bed which is the reason I bought the 10 years warranty from Mattress Warehouse in the beginning. 
  
  
  I have not received the check from Guardian and it will not fix the long term   
  
  
  I hope you can help me with my current situation and my future situation. 
  
  
  Thank you 
  **** Goodwin 
  ****************
  Apt 712
  ********************
  ************

  Business Response

  Date: 01/27/2025

  The adjustable king size Ergo Smart was typed up for ****** plus tax. The Guardsman refund check was enough to cover that amount. There will be no extended warranty with the new ticket. 

  Business Response

  Date: 01/27/2025

  Mattress Warehouse typed up new sales ticket for ******-Pedic Ergo Smart king size adjustable for ****** plus tax. Customer can use the Guardsman refund will cover the amount for new adjustable. Delivery fee is normally ***** but that was also waived. Somebody tried to reach out to customer to collect the ****** plus tax. There will not be any extended warranty on the new adjustable. Tempur-Pedic does take care of all of their own warranties on adjustable beds. 

• Initial Complaint

  Date:01/14/2025

  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.

  Mattress Warehouse is running a cash back promotion with terms and conditions that ensure cash back will not be paid.I was denied 9% cash back on my in-store Mattress Warehouse purchase of a mattress and boxspring through *********** online shopping portal based on the following terms and conditions which I dispute as follows: 1. "Cash Back is not available for online orders placed in-store through the online ordering system" - There are no items in a Mattress Warehouse store that are sold outside of an online ordering system. All sales are entered into an online ordering system to track store revenue, inventory levels and salesperson commissions. No handwritten or cash register receipts are provided by Mattress Warehouse.2. "Items ordered in-store that require shipping or delivery" - The only items for sale at a Mattress Warehouse store are mattresses and boxsprings, excluding floor models. These items require shipping or delivery because there's they are not kept in-store. Since the actual mattress and boxspring are not physically at the store, shipping and delivery is included in all purchases. No sales exist that meet both qualifications above. This is a false promotion under which no cash back can be paid because no sales meet the terms and conditions set forth by Mattress Warehouse.Mattress Warehouse owes me $171.63 cash back, which Rakuten told me to secure directly from the merchant.***** *****, Mattress Warehouse Marketing Manager did not return any of my voicemails on this matter.

  Business Response

  Date: 01/17/2025

  Mattress Warehouse marketing department reached out to ******* and they said it was their error. ******* said they was going reach out to customer's credit card company to resolve the issue. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22808659
  
  I am rejecting this response because:

  Mattress Warehouse needs to send the cash back payment to ******* directly. It's not Rakuten or the credit card company's error.

  Mattress Warehouse failed to authorize Cash Back to *******,so ******* deemed this purchase ineligible. Rakuten can only award Cash Back when an order is determined to have been placed according to the Terms and Conditions. I disputed the Ts & Cs in my original complaint. Rakuten was given no commission on my order and therefore is unable to share it with me. No Cash Back has been paid to date on this purchase.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/22/2025

  Mattress Warehouse ******************** said that Rakuten was going give it to credit card company to take care of the issue.   

  Business Response

  Date: 01/23/2025

  Rakuteen  said they was going reach out to the customer 

  Customer Answer

  Date: 01/25/2025

   
  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:01/06/2025

  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.

  Mattress Warehouse baited me into purchasing an Aireloome mattress for $5,183.38 on 10/14/24 and then switched it with a low-quality mattress having a significantly different law tag from the one I paid for. The mattress advertised in their Columbia store on ***************** contains 7% more filler material as well as a polyester fiber pad that is missing in the delivered mattress. The delivered mattresss inferior construction causes it to be far less comfortable than the mattress used as bait. Mattress Warehouse emphasized the mattresss composition with a cut-away mattress display, which clearly illustrated its premium materials. I would not have purchased the mattress if I had known I would receive one with a different composition.Mattress Warehouse has ignored my complaints. First, the store manager tried to convince me that the delivered mattress is the same as the one displayed in the store because they have the same model numbers. However, the law tag is the official record of a mattresss composition, not the model number. The manager told me that a high-quality mattresses must be broken in and that my body will get used to it. The manager refused to address the discrepant law tags. He told me that Aireloome would call me, and he refused to provide any contact information. After not receiving a call, I called Aireloom's corporate office, which acknowledged a manufacturing error. Aireloome claimed the error was merely a clerical typo. Aireloome told me to disregard the law tag and to accept their verbal reassurance that the mattress was manufactured correctly.Furthermore, Mattress Warehouses Comfort Guarantee has fallen short. Mattress Warehouse claims that I paid for but did not receive the mattress protector required for the guarantee. I clearly informed Mattress Warehouse through a phone call and via email that I took home the mattress protector on 10/14/24. I want to return the mattress for a full refund based on the bait-and-switch tactic.

  Business Response

  Date: 01/06/2025

  Customer came in to store and did comfort exchange.  The ticket is scheduled for 01-09-2025

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22743204
  
  I am rejecting this response because Mattress Warehouse has forced me into purchasing an even more expensive bed and pay additional hefty delivery fees.  I had to pay over $1,000 for the comfort guarantee. My wife is not happy with the replacement bed since she would not have purchased it willing.
  

  Due to the illegal bait and switch, I was entitled to a prompt refund.  The delivered bed is so uncomfortable that I have slept poorly for nearly three months.
  

  The replacement bed has not been delivered yet. I am concerned more tricks are coming. Mattress Warehouse has attempted to block the return at multiple steps. The ****** Road store attempted to charge me $700 for a box spring that I originally paid $0 for and cannot reuse on my replacement.  Fortunately, I have the original receipt. Also, the ****** Road store claims I never picked up the required mattress protector and went so far as to refund me for the protector that I picked up in the store and took home on the day of the original purchase. 
  
  Sincerely,
  
  *********** ********

  Business Response

  Date: 01/08/2025

  Mattress Warehouse will refund the delivery fee for the comfort exchange of ******. The foundation is not part of the comfort exchange so if customer want to cancel the *********************** and just keep the foundation they already have would save them another ******. Customer will need make sure store takes foundation off the exchange ticket before delivery. 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22743204
  
  I am rejecting this response because Mattress Warehouse is not addressing my main concern, which is that they delivered the wrong bed the first time. As extensively documented in my complaint, Mattress Warehouse delivered a mattress with a law tag clearly showing that the delivered mattress is not the same as the advertised mattress on display in their store. I am requesting the ability to return the Airloome mattress for a full refund so that I can buy another mattress of my choosing. 
  

  I dont understand why Mattress Warehouse will not pickup the rockhard Airloome mattress and give me a full refund of the $5,100 I paid. 
  

  I also dont understand why Mattress Warehouse feels that their Comfort Guarantee trumps the federal and state laws against bait and switches. The federal and state laws are what matter.  Mattress Warehouse cannot ignore the law and make up their own rules.
  

  Mattress Warehouse is giving me only one option, which is to buy a replacement bed from them that is more expensive and on unfavorable terms.  If Mattress Warehouse would follow the law and refund me, I could buy my preferred bed under favorable terms.  Mattress Warehouse is insisting that the replacement mattress is absolutely not returnable, whereas I could buy a replacement bed with more protections from another store if I were given a refund.

  Even with the second delivery fee being refunded, I still cannot get the bed that my wife and I want. My current box spring cannot be used with the Tempurpedic mattress. For a $6,000 mattress, I need to use the proper box spring.
  
  Sincerely,
  
  *********** ********

  Business Response

  Date: 01/15/2025

  The one-time comfort exchange was completed  01-09-2025

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22743204
  
  I am rejecting this response because Mattress Warehouse never allowed me to return my mattress for a refund. The only choice they gave me was to keep the bait-and-switch mattress or to exchange the mattress for one that I would have never bought otherwise.

  Mattress Warehouse did a bait-and-switch and then ignored customer protection laws so they could force me into buying another mattress with unfavorable terms.  If Mattress Warehouse had just accepted a return rather than an exchange, I could have purchased my replacement mattress from another store and saved thousands of dollars.

  I am requesting that Mattress Warehouse match the pricing and terms that other stores offer on my exchanged mattress.

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

• Initial Complaint

  Date:12/19/2024

  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.

  We bought two mattresses and an adjustable base for around $4,000 on 20 Aug. 2024. During the buying process, the salesperson assured us that we would be able to return our mattresses if we didn't like them. My wife likes a soft mattress and picked one accordingly. We paid around $2,000 for the one twin XL to ensure it would be of good quality and soft enough for my wife. The mattress that arrived, however, was not at all soft and was, in fact firmer than mine. We called the same sales agent who said to give the mattress 30 days to soften up instead of rejecting the delivery. We mistakenly gave it a shot. After 45 days or so, still within the "comfort guarantee" window, we called the store to return the mattress in favor of a different, cheaper one that we would then add a foam mattress topper to so it would be softer. The manager informed us that they could swap the mattress, but that they would not refund the difference. We also wanted to return the adjustable base and get a split one, but only realized then that their policy doesn't cover that when the manager gave the excuse that the base "might rip another mattress on a truck if we pick it up."To me, this seems like a classic bait and switch. Offer an expensive product, when the customer receives a lesser experience than expected, refer to the fine print that the sales person glossed over to trap the customer into limited bad options. I called the corporate headquarters repeatedly and got only a machine for days. When a rather unhelpful customer service representative finally did answer, I was transferred to the district manager twice only to have to leave voicemails to which he never responded. I also discussed with the store manager multiple solutions we would find acceptable, but all she offered were some pillows to try to make up the $700 cost difference and refused to do anything about the base.

  Business Response

  Date: 12/19/2024

  If, after 30 days, you are not satisfied with the comfort of your original selection, simply contact us to begin the process for your one-time comfort exchange. You will receive 100% credit of original purchase toward the current ticketed 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 credit. Adjustable bases, foundations, pillows, protectors and frames are not eligible for comfort exchange.

  Customer Answer

  Date: 12/24/2024

  I do not see any response from the business in either this complain or directly in my email. Therefore, I do not consider this issue closed. Please point me in the direction if their response is attached somewhere to this complaint. I also cannot find my complain on your site. Can you please send me the link or directions to find the live complaint. Thank you for your help. 

• Initial Complaint

  Date:12/17/2024

  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 remain extremely disappointed about how the companys leadership handled a theft occurring during their white glove service delivery of our mattress in early August of this year. My wifes engagement ring was stolen from atop our bedroom dresser, noticed within a couple hours of the delivery. After immediately calling the local office in *********, I was told they would contact management and speak to the delivery drivers as they hadnt yet returned from their route. Unsurprisingly, the drivers denied this. After multiple calls and emails asking to speak to someone in their headquarters, I was told they would only speak to a detective with the ***. I had also filed a police report the same day of the theft, but I had no intention of pursuing anything criminally. I simply wanted someone to be able to access **** shop surveillance websites. I worked tirelessly for over a month to get connected with a detective and have them contact someone from the Mattress Warehouse on my behalf since MW corporate wouldnt contact me. I was basically told by the detective after he reportedly spoke to the delivery drivers and MW leadership that they really cant do anything about it because it cant be proven, and obviously the company saw that as a free pass to continue to let us pay the price way beyond the cost of their mattress. They expected me to get worn down and give up fighting for what is right. Im tired of being kind, gracious, and questioning what I should have done differently when the bottom line is that their delivery drivers stole the single most important material thing in our family. They simply dont seem to care or think theyre responsible. Customers shouldnt expect that when they spend hard-earned money on a mattress, they will also be robbed with no recourse. I have yet to hear from someone in their corporate office with any attempt to make this right. This is no different than destroying property during a delivery - they are responsible.

  Customer Answer

  Date: 12/17/2024

  Attached is the original submitted police report. Please let me know if you need additional information. Thank you for your help. 

  Business Response

  Date: 12/17/2024

  The contractor **************** (****) gave ************************** all of the information that they requested for the police report. 

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22697140
  
  I am rejecting this response, because Mattress Warehouse continues to take no responsibility for a theft that occurred during a white glove service we paid them for. We did not pay ******* Delivery to deliver our mattress. We paid Mattress Warehouse and significant damages to our family were incurred during this service - $6,839 to be precise. They should be held responsible for damages that occur during a service they provide to their customers. This is not about providing information to the police department - its about ensuring that their customers are compensated when damages occur during a delivery. If they dont have general liability insurance to protect their customers from negligence, damages, theft, etc., this is highly problematic and morally reprehensible. 

  
  Sincerely,
  
  ****** Few

  Business Response

  Date: 12/20/2024

  There was a police report, so it is in ************************** hands now. The contractor gave the police department all of the information that they asked for. 

• Initial Complaint

  Date:12/17/2024

  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.

  My father purchased me a Serta Barbuda Firm mattress from MW ********* on 01/23/2024. After using the mattress, I noticed a defect in the side support, where 1/3 of the mattress has no support, causing me to sink and slide off the edge when sitting. I contacted the store and spoke with manager ****, who said use it a few days to see if the issue improved. After figuring out it wont improve, I talked to **** again and started a warranty claim on 02/19.I emailed the requested photos for the claim, but I was asked to complete a self-inspection, which I felt was inappropriate for this defect, as the issue wasn't visible in photos. Despite providing detailed information about the defect, my warranty claim was declined on 03/19, with the explanation that my mattress didnt show the required sag.I emailed back stating that the issue is a manufacturing defect, not a sag. After going back and forth MW told me to contact Serta directly, and would not budge. I have since talked to Serta and it was confirmed that the defect would qualify for a warranty replacement and that warranty claims arent handled by serta like MW claimed.After talking with **** ** took control of the situation and visited to inspect the mattress in June, and the warranty was approved. I was given a store credit but the original mattress was no longer available. I cant pick any mattress due to problems with pain in my lower back so there was only one mattress there I liked but it is an additional $200 I dont have. So I requested a refund from the corporate customer service manager who wasn't very nice and hung up on me. Despite numerous attempts to contact different managers, including regional manager ***** ******, I have not received any call back.I am requesting a full refund for breach of contract due to failure to provide a mattress free of defects and failing to replace the faulty mattress. I have lost all trust in MW if problems were to arise in the future.Full detailed timeline in PDF.

  Business Response

  Date: 12/17/2024

  Customer was sent warranty approval **************** for approval of their Serta mattress. The letter gave customer credit of ****** which is what they paid for the original mattress toward another mattress. The warranty letter even gave customer free delivery.  The customer did not use warranty approval letter. 

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22695479
  
  I am rejecting this response because the store credit towards a different mattress does nothing to provide the Serta mattress that was purchased. Mattress Warehouse in my opinion should have immediately exchanged the mattress since it came new with a defect making it unusable and forcing me to sleep on my old mattress. But because Mattress Warehouse would only do a warranty claim and then at first wrongly denied the warranty claim it caused enough delays that the mattress purchased is no longer available to replace it.
  
  
  To this day I have not received the mattress purchased without a defect or in usable condition. So a store credit isnt a satisfactory solution if I have to spend another $200 on a mattress due to the failures of Mattress Warehouse's handling of the situation. 
  
  
  Also the local manager **** is the one that made sure free delivery was offered because of how poorly my experience has been. Offering free delivery is really the bare minimum because making me pay a delivery fee to replace the defective mattress Mattress Warehouse gave me in my opinion would have been terrible.
  
  
  Because of this I believe Mattress Warehouse is breach of contract and want a full refund.
  
  
  
  
  

  Business Response

  Date: 12/18/2024

  The warranty is with Serta Mattress Company, and they do not pay for shipping and handling. The warranty letter gave customer 100% what they paid toward another mattress. If customer does not want to use ******************** Warranty they can do the warranty directly with Serta, being it is their warranty. 

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22695479
  
  I am rejecting this response because that does not change the situation. 
  
  
  First, the delivery fee is NOT the problem I have with Mattress Warehouse. It was already solved by **** the ****** Mattress Warehouse manager who did not believe I should pay the $99 delivery fee as the mattress given was defective. The delivery fee being waived was the least that could have been done and at this point I want a full refund.
  
  
  The PROBLEM I have is that the approval letter does NOT get me another Serta barbuda firm mattress because it took 5 months to get the warranty approved due to the negligence of Mattress Warehouse. Mattress Warehouse customer service wrongly denied the first claim causing delays and then once I got the approval of the second warranty claim, the mattress purchased was DISCONTINUED. This means that the store credit (the $600 given for purchase of another mattress) is not a sufficient compromise due to not being able to use it towards the Serta mattress originally purchased.
  
  
  If Mattress Warehouse had handled the warranty claim in a timely manner I would have been able to get a replacement of the mattress purchased. Unfortunately Mattress Warehouse did not and a refund for the time and trouble I have spent dealing with this is more than fair.
  
  
  Its now almost a year later so all I want is a refund. I did not pick a different Serta mattress, a Sealy Mattress, or any other brand of mattress. I picked a Serta Barbuda firm mattress. Mattress Warehouse has failed to provide one free of defects or replace it with the one purchased.
  
  
  Mattress Warehouse has yet to take any responsibility for the mess created. Furthermore, none of their corporate/regional managers would get back to me when I reached out when asking for help to get this situation fixed.
  
  
  This isnt about a used mattress needing a warranty replacement, this is a brand new mattress that I have never been able to use since I got it due to the defect. This essentially means I never really got the mattress I wanted and can no longer get because of how this was handled.
  
  
  So the easiest, fastest, fairest solution to this problem is just a refund of the money I had used for the mattress as each step was executed poorly with poor communication.