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:12/04/2024
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.
On October 22, 2024, I placed an order for a mattress which total is $526.48 (including tax). The store initially promised that the mattress would be delivered within a week, but as of today, December 3, 2024, it has still not been ************ first, the store claimed the delay was due to the vendor being slow to ship or issues with transit. When the scheduled delivery date arrived, they said they didnt know why they hadnt received the shipment, using such excuses to brush me off. Today, they changed their explanation, stating that the vendor cannot ship the mattress because there are no packaging boxes or cover or wrap available for the mattress.Their proposed solution is for me to choose a different product or accept a refund. However, within this budget, this is the best mattress I found. Moreover, the brands official website shows that the mattress is in stock. I cannot accept their excuses for being unable to fulfill the delivery.
Business Response
Date: 12/04/2024
The mattress is on back order from manufacture so customer can just get refund. The store have told customer that do not know how long going be on back order so should just get refund.
Customer Answer
Date: 12/04/2024

Complaint: 22636283

I am rejecting this response because:
If the store had clearly stated from the beginning that they could not guarantee a delivery date, I would have understood and either chosen a different mattress or accepted a refund. However, the store initially kept delaying the delivery and only admitted much later that they could not confirm the delivery time.

During this period, I spoke with the stores customer service, and they clearly stated that as long as the system shows a delivery date when purchasing online, it means the product is available. The mattress brand also confirmed that they have the item in stock and that it can be purchased online or in-store through Mattress Warehouse, which is the store where I placed my order. Now, this store is claiming that they cannot ship the mattress because they lack packaging boxes, which I cannot accept as a valid reason for not fulfilling the delivery.

Sincerely,

****** *****
Business Response
Date: 12/05/2024
The mattress is on backorder so customer can just refund the order. If customer want to wait do not know how long item will be on back order.
Business Response
Date: 12/05/2024
The mattress is on back order from the manufacture. The customer should just get refund.
Business Response
Date: 12/06/2024
The fabric for the mattress is out of stock. The fabric is an import item, and you never know how long it will take to get the fabric. The manufacture cannot make the mattress until they get the fabric. If customer want to wait for fabric, ******************** will deliver after manufacture can ship the mattress to our warehouse. If customer cannot wait for fabric come in they can get refund.
Customer Answer
Date: 12/06/2024

Complaint: 22636283

I am rejecting this response because:
From the initial excuses for the delay to changing the story on 12/4, claiming they couldnt ship because there were no packaging boxes or wrap, and then on 12/6, stating that they didnt have the materials to produce the mattress, this business has shown no integrity or willingness to resolve this dispute. I am requesting a full refund and reasonable compensation.
your delay in delivery has exceeded one and a half months, causing inconvenience to my life and additional expenses. I am requesting compensation of $225, including late fees, additional costs, and psychological compensation. If this issue is not resolved, I will report this matter to the relevant authorities and seek legal support.

Sincerely,

****** *****
Initial Complaint
Date:11/15/2024
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.
Mattress has divots in sleeping area. I tried to reason and talk with these people, but they are not returning emails or phone calls. Calling them only leads you to a circle of no answers. There is NO visible sign of sag, but the foam in the mattress is breaking down and creating a soft area that is unacceptable. I just had back surgery and this mattress is hurting me. I want a refund so I can replace it with a quality mattress from a reputable dealer. ****
Business Response
Date: 11/15/2024
With customer's self-inspection photos cannot see anything wrong with the mattress but Mattress Warehouse will allow customer to do comfort exchange. ******************** will waive the delivery fee on the comfort exchange.
Customer Answer
Date: 11/15/2024
So a resolution from the dealer is a "comfort exchange" and I have no idea what that is? I would need more information about that.
What is a comfort exchange?

Customer Answer
Date: 11/15/2024

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.
How long will I have to make this exchange?

Sincerely,

****** *********
Initial Complaint
Date:11/12/2024
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.
Purchased mattress on 12/06/2021,for $3,699.00, the mattress has no support and is defective, called mattress warehouse, was told very smartly, they are not going to honor their 25 year warranty
Business Response
Date: 11/15/2024
Customer 12-06-2021 did comfort exchange and now has Tempur-Pedic PRO Adapt Med Hybrid king size mattress. Tempur-Pedic takes care of all of their own warranty claims. Tempur-Pedic phone number is **************
Customer Answer
Date: 11/15/2024

Complaint: 22515969

I am rejecting this response because: i purchased the mattress and warranty with mattress warehouse, I've been talked to and treated so badly by mattress warehouse, I have no trust in mattress warehouse, the first mattress was delivered soak and wet and was supposed to be new,I've had nothing but problems every since

Sincerely,

******* ****
Business Response
Date: 11/19/2024
Customer has a Tempur-pedic ********************** and Tempur-pedic takes care of all of their own warranties. Customer can call **************
Customer Answer
Date: 11/19/2024

Complaint: 22515969

I am rejecting this response because:

Sincerely,

******* ****
Initial Complaint
Date:10/29/2024
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.
Purchased 9-17-2024 Delivered on 9-18-2024, had incorrect bottom brought next day . Set unit up assisted me in using the unit . Was unable to use the unit told them , I need to return it . They said I can't return it before 30 days .So I have been sleeping in a chair .Contact them a week before 30 days , told them need to return it . Once again they said have to wait 30 days .30 days has now passed, and unable to reach anyone with a answer or even a ************** sent to Regional supervisor ***** ****** ************ 7 days later has not returned call.
Business Response
Date: 10/30/2024
The customer can do comfort exchange on the ********************** per ******************** hundred-day comfort policy. The adjustable is not returnable but could do service ticket when exchange mattress to lower the height of the adjustable. If the legs will not go low enough the delivery team could take the legs off and put the adjustable all the way down on the floor. The day of delivery the setup of the adjustable was confirmed everything was okay with the customer.
Initial Complaint
Date:10/16/2024
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.
*************************** Beware!!!!!!!! My husband and I purchased two sealyease twin xl adjustable bases with the warranty and two twin xl casper dream mattresses which was supposed to equal a king! When entering the store I was mislead by the pricing of a very expensive bed and told the associate I wanted that one!So we sit down she starts adding stuff to the cart I'm guessing and at this point we have not payed anything,we have not signed anything, literally nothing but I ask her for the total and she tells me like ****** I said "oh no that is too much and we cannot afford that!" She starts haggling with us and she gets it down to I think 7000 but I still told her that is too much for us and we do not want it! She tells us (who has not signed anything) that she cannot cancel the order.I've never heard an order being put in without money being paid? So she says our only option is to choose a cheaper mattress, that really confused me because if you cannot cancel it how can you change it? We finally agree on the cheaper options. Over and over she is telling us we have the 100 day comfort exchange because my husband was unsure of the firmness of his mattress! The mattress comes, the first night I noticed the mattresses slowly drift apart from I'm guessing nightly moving. I was under the impression the mattresses would stay in place like all the pictures online. The next night my remote falls through the middle mattresses and I hear it hit the floor! Guess what the bases are not even touching. I push the mattresses together daily multiple times a day and I finally come to my husband and say I think we need to exchange this set, Im tired of pushing the mattresses back together and I want something softer my back feels worst from laying on it.I call and the associate says oh no you cant change the mattress you did not buy a mattress protector! Ok the associate did not tell us that,He calls the manager and he agrees to exchange it but we have to buy mattressprotectors
Business Response
Date: 10/16/2024
Mattress Warehouse will allow customer to do comfort exchange on the ********************** without purchasing protector. If at time of delivery if mattress is stained the exchange will not happen. Customer will need pay for the delivery fee and the difference in the mattress. No adjustable/ headboard or frames are included in Mattress Warehouse comfort policy.
Customer Answer
Date: 10/16/2024

Complaint: 22428359

I am rejecting this response because: Fraud in the inducement occurs when a person tricks another person into signing an agreement to ones disadvantage by using fraudulent statements and representations. Because fraud negates the meeting of the minds required of a contract, the injured party can seek damages or terminate the contract.

Sincerely,

******** *******
Customer Answer
Date: 10/17/2024
They are going to honor the exchange on their grounds and stipulations, I will only agree to a full exchange with no stipulations. If their associate got us to sign a contract with ****** or ignorance this should not be put on us to surrender to their stipulations. As you can see in the picture the bases are together. But mines as you can see does not touch that is false advertising.
Business Response
Date: 10/18/2024
The adjustable was confirmed at time of delivery everything was okay. Mattress Warehouse will allow customer to do the comfort exchange on the mattress but cannot switch adjustable. Customer will need go by everything else on Mattress Warehouse comfort policy except the protector.
Customer Answer
Date: 10/19/2024

Complaint: 22428359

I am rejecting this response because: I will like for the strap that was supposed to be setup when we got the bed to keep the bases together to be delivered

Sincerely,

******** *******
Business Response
Date: 10/22/2024
The delivery photos showed the bracket was hooked up and the adjustable base was confirmed everything was okay.
Customer Answer
Date: 10/23/2024

Complaint: 22428359

I am rejecting this response because: there is nothing that can be done about the beds moving apart. I would just like my response kept on their profile if possible and I will never do business with them again because of their predatory ways. I pray other military families stay away from this company. Thank you BBB for all your help.

Sincerely,

******** *******
Initial Complaint
Date:10/16/2024
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.
We have a mattress that has a warranty issue. We went to the store and explained the problem. We sent photos of the problem and sent pictures of the tags and gave the salesman a picture of our receipt. We received an e mail stating that we would have an in home inspection at an agreed on time. We said that was fine. A day later we receive an email stating that suddenly no one was available in our area. ********** is only an hour away from **********,** and I find that no one is available for an inspection. Also, they want us to do a self inspection for a sagging mattress which involves a complicated system of tying strings to the mattress frame and sending photos. As the salesman knows, the problem is heaving in the middle not sagging. I feel I am getting the runaround so they do not have to honor the warranty. Any help you can give me will be appreciated.
Business Response
Date: 10/16/2024
Third Party does to cover the ************* area so customer can do self-inspection. If customer does not want to do the self-inspection, they can reach out to Serta Mattress Company. All warranties are with the mattress manufacture .
Business Response
Date: 10/17/2024
If customer can get ******************** photo of foundation and bed frame the warranty department would be able to make decision on if it would be approved.
Customer Answer
Date: 10/21/2024

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:10/10/2024
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.
I purchased a Serta iDirections queen Mattress on 03/30/24 at *********************************** location. I had the bed around two months and it began to develop a deep dip on the right side which started to cause me tremendous back pain and body stiffness. So I Went back to the Mattress Warehouse in ********** and done a Comfort exchange on 05/26/24 and I was told by the store manager that they just discontinued the Serta Model mattress I was exchanging. I exchanged the Serta for the ******* Beautyrest ******* lux Seacliff Medium pillow top mattress. I paid the difference including the delivery and exchange fees as per MW's policy. I got my second Mattress and had no issues until about three months later the ******* Mattress was diping on the right side similar to how the Serta was. I called MW and the manager had me take pictures showing the dip which I did it was 1.5 inches I used a tape measure to take measurements. The manager sent my Warranty claim to corporate. On September 26th ***** ***** from Mattress Marshals conducted my mattress warranty inspection and turned in his results. I got an email stating it was denied and ***** said it was only like maybe an inch of a dip. So I called Mattress Warehouse corporate office to dispute this and reach a resolution I talked to an *** who had me take more pictures this time I used a broom on the rotated side of the bed which had also begun forming a dip too. I got the run around and was told it was less than the previous pictures that were took. I have had back pain and stress and anxiety from dealing with this for more than six months and would like a decent night's sleep but can't because of Mattress Warehouse's faulty beds which costed me money and wasted time trying to get a resolution out of all this. I don't want to go to court over this issue I just want to simply exchange this second bad mattress for a good one and finally get a good nights sleep for once. Is it so hard to do such a simple thing?
Business Response
Date: 10/10/2024
The mattress was not sagging enough to give warranty approval letter, but Mattress Warehouse warranty department will send curiosity letter to their email address.
Customer Answer
Date: 10/10/2024

Complaint: 22404687

I am rejecting this response because:

Sincerely,

**** ********
My measurements showed an inch 1/2 both times I took photos which according to them on the second time I took photos they only counted the bottom half of the tape measure in the photos which doesn't show the full depth of the dips the mattress has been rotated and is dipping on both sides now. I've delt with the run around with the people at the **************** and with being told I would be called back all I've gotten is lies and faulty junk. I was given the bed manufacturers number and can't get any response from them. I've asked multiple people several times to just do a simple exchange for the second mattress which has given me problems just like the first bed I purchased and had issues with. I've been scammed out of money by being sold junk that only made my scoliosis worse and caused me lots of back pain. New Mattresses shouldn't be dipping after having them just for two or three months that's insane but anything's you buy at mattress Warehouse certainly seems to do exactly that. I don't won't to go to a lawyer over this it's not really something I want to do I just want a simple resolution to this issue I've had nothing but pain filled nights because of this whole ordeal for well over six months now. Can you not let me pick a bed that's better than the one causing me so many issues? I think it would be a fair enough resolution to this.
Customer Answer
Date: 10/10/2024
I received a letter from Mattress warehouse to do a one time exchange for the mattress that's valid for ******************************************** I know I rejected there response but that was after before I read their email.
Initial Complaint
Date:09/30/2024
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 K-sized Mattress from Mattress Warehouse in **********, **. Our Salesman, *** sold us on an "amazing" deal that turned out to be a deceptive ploy just to make a sale. We narrowed our purchase down to two mattresses. ** advised that we could make an exchange at equal or higher value. He advised that we should purchase the lower cost mattress now at and if we had ANY problems we could make a hassle-free return in 30 days and purchase the higher cost mattress for the difference in price. ** promised that we could exchange for the higher cost mattress for the quoted price that HE wrote down for us on HIS business card. On the card he wrote the name, size, and price of the other mattress that he would honor if we wanted to make the exchange.A month later, we returned to the store to make the exchange. ** acted as if he didn't remember us; told us that he didn't recall any of the convos; & denied writing down a quoted price for a specific mattress exchange on his card. At this point, we realized that we were swindled. We contacted Sales District Manager, **** *******. **** asked that we provide him a picture of the business card that ** gave us; we sent him the picture. **** stopped responding to our calls and attempts to resolve this matter. We called Regional VP ***** ****** & left *** for two weeks. He never had the decency to respond. **** eventually called and stated that we have to purchase the mattress exchange at the current listed price; which is approx $800 more than the quoted price that ** stated would be honored. UNACCEPTABLE!! Now, we are stuck with a brand new mattress that is uncomfortable and causes back pain.BUYERS BEWARE: Do Not do any business with Mattress Warehouse! They are only interested in making a sale and take your money by any means necessary. They don't care about their customers. They'll tell you one thing, and say another thing later. Take your business to a more reputable establishment that will honor what they say.
Business Response
Date: 10/01/2024
Talked to store and they will type up the king size ***** Trace mattress for ******* and the return mattress king size ****** ******** so the difference on the two mattresses would be ******* . There would be a delivery fee on the comfort exchange.
Initial Complaint
Date:09/27/2024
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 mom and I went into the Mattress Warehouse at *************************** on August 24 and purchased a mattress for my empty apartment. It was delivered Aug 27 and by Aug 29 it was clear the mattress springs were faulty, lacked support and caused sinking to one side. Since then we have both tried in vain to get a timely, appropriate response from this business. The issue of the broken mattress has been mismanaged by every employee at every stage, beginning with the salesman, ****, who told us in person that he would help get this resolved, then did no such thing. We later reached out to customer service who gave us these contacts: head of customer service **** ******, district manager ******* ****, and regional manager ***** ******. No one answered the phone, until days later Mr. **** called and said, in a very rude tone, "you will never see a refund from Mattress Warehouse" before even investigating the problem! Everyone at ** refused to admit the mattress could be delivered broken. Finally, by spamming their Instagram account, someone sent me the instructions to file a warranty claim, which I did on Sept 10. Their third party finally scheduled someone to come see the mattress Sept 22, and confirmed with measurements that it is indeed faulty. From then I'm expected to wait 7-10 more business days for just an update of the inspection results!! The bed is so uncomfortable that I wake up in pain when I sleep on it. It takes up my whole bedroom so I am stuck on the small couch in the bright living room with street noises, and the lack of sleep is affecting my health negatively. Mattress Warehouse sold unmerchantable goods and handled it in a disreputable way. ** will hold the customer's money hostage, expecting the customer to just not have a working bed for 6 weeks (or to give up and so MW saves itself the trouble -- that's called scamming!). I need a bed now and will purchase one today from ****** or Costo, and I expect a full refund from Mattress Warehouse.
Business Response
Date: 10/07/2024
The warranty on the mattress was denied but Mattress Warehouse did say they would replace the mattress set. Exchange was typed up for the mattress so customer can just schedule the delivery
Customer Answer
Date: 10/07/2024

Complaint: 22345600

I am rejecting this response because:
I have waited 6 weeks without Mattress Warehouse making a serious effort to resolve this issue. Most recently, more than 2 weeks ago (Sunday, Sept 22) Mattress Warehouse sent out a third party to inspect the mattress with the guarantee that I would hear back from MW in 7-10 days. This message on BBB is the first contact Mattress Marehouse has made with me since before that mattress inspection. This brief reply from them on BBB is low effort and, moreover, dishonest.

Thus, I have already purchased an alternative mattress becauase it is unreasonable to expect someone to sleep with no mattress for 6 weeks. My physical and mental health have suffered during this time, because the mattress was so unsupportive that I woke up with back pain when I used it, and I had to sleep in the living room couch which is small, and where there is lots of street noise. My grades and work life have both suffered as a result. (Case in point, I am having to take time off of my part time work to reply to this, which means I have to work longer and will be late to class.) Meanwhile, the company has betrayed customer trust by sending an unmerchantable mattress in the first place, so there is no guarantee that they wouldn't send me another damaged mattress. I do not agree to receive a replacement mattress due to these terms as I have already had to remedy the problem because Mattress Warehouse did not make good on their promise to provide a functioning mattress in a reasonable time frame, thereby voiding the terms of the sale.
Given that Mattress Warehouse ADMITS there was damage to the mattress, I do not see why they can't simply refund the money and, if they would like this damaged merchandise back, reclaim the mattress and base. The company has so far not lost any money, but I have lost hours on this debacle, making call after call to track them down, sending emails, making reports, scheduling the inspection, and I am frankly in shock that they would ask the customer to wait even longer and to accept another mattress from a company that has already knowingly sold goods that it should not have sold. Even if I hadn't already been forced to buy another mattress elsewhere, I would need to refuse this "offer" because I do not have any more resources, financial or timewise, to spend on this issue.
I would like to remind Mattress Warehouse and the BBB that this is not a frivolous purchase like a purse or a rug; it's a necessity for daily life. Two weeks is already a ridiculous amount of time to wait, and 6+ weeks with no mattress that has been PAID FOR is just a pure violation of my consumer rights.
Sincerely,

***** *********
Customer Answer
Date: 10/07/2024
Hi,
I would like to know why the complaint details are so empty. I did provide a price, I also provided the type of purchase, date problem occured, how I pursued complaints with the company before this stage, etc. How can I edit this? It's rather important, as the company did not bother to reply to me again until I got the BBB involved, and even then they sent a very low-effort and dishonest response, which really shows they are not inclined to solve the issue.
Please understand that I'm a student and this issue has disrupted my sleep and ultimately my grades and wellbeing. becaus we live in 2024 ******* and most people expect to have beds, so it's rather important.
Thank you,
*****
Business Response
Date: 10/07/2024
The warranty on the mattress was denied but Mattress Warehouse did say they would replace the mattress set. Exchange was typed up for the mattress so customer can just schedule the delivery. Customer can just schedule the exchange ticket that was already typed up.

Customer Answer
Date: 10/12/2024
I just want to update you and let you know: there has been no "good faith effort" to resolve this. Mattress Warehouse STILL has not gotten in touch with me. Whatever they tell you they have done is a low effort, blatant lie. It is clear that the BBB is on the side of the companies and not consumers, so your mission statement is also dishonest. It is dishonest to give companies an A rating when they have so many unresolved complaints.
At least this was a learning experience for me to not waste extra time with the BBB. I do not need an update from your side since there is nothing you can do. Have a good weekend.
Initial Complaint
Date:09/23/2024
Type:Delivery 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.
8/18/2024 purchased a $7600.00 california king mattress, bed frame and 2 pillows-I paid $400 cash on this date, and the remaining $7200.00 was financed thru their financing ***** we scheduled delivery for 9/18/24 which was the day we were moving into our first home 4 states away. we made our first payment on the financed amount around 9/15/24 approx. $380.00 before the bed was scheduled to be delivered. The date of our scheduled delivery 9/18/24 there was no contact by mattress warehouse nor was the bed delivered. We had to call them to find out our bed was out of stock and they were supposed to call us a day prior or send an email and never did. We have made payments on a product we have not even received after a month and when we called they said that if you order something and schedule delivery that is over 3 days after they wont hold it for you so our bed sold out. They never said anything about that in store and the customer service is horrendous. After contacting them multiple times they have given us tentative delivery dates of 9/25/24, 9/27/24 if the bed is back in stock. We have had no choice but to sleep on the floor and the manager **** whom we dealt with in ****** said the only resolution he can offer is a $200 discount of the financed amount once the bed is delivered. That is unacceptable, that doesn't help us now not have to sleep on the floor.
Business Response
Date: 09/23/2024
The delivery is scheduled for 09-25-2024 and the order is reserved for the customer. ******************** did offer two hundred dollars off for the delay in the delivery.
Customer Answer
Date: 09/23/2024

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,

***** *****

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Mattress Warehouse, LLC is NOT a BBB Accredited Business.