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:09/04/2024
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 two mattresses from their *************** location. 1 was with **** and the other was with a "trainer". Each told me about the exchange program and how a mattress cover was needed for additional money for the exchange option to be viable. Neither mentioned that I had to take care of some tag on the bed for it to be valid. When the delivery company came to exchange the bed, they said they could not exchange it because the tag was no longer on the bed. They have full receipts of my two purchases and yet would not exchange it. I called the district manager **** Pappafio at ************ and found him very difficult to deal with. He wanted to blame it on the manufacturer and i gave him a week. He didnt call me at the end of the week. I called again and no answer. I called the store and she called the DM and he finally called me back. When I told him that if I was to get a negative answer, I wanted the decision to be in writing. He got ticked at that and told me no way. We got heated and he said his decision was to say that the manufacturer said NO. This exchange and lack of thoroughly explaining it is a scam.
Business Response
Date: 09/05/2024
All exchanges must have law tag on the returning mattress so it can be returned to manufacture. Mattress Warehouse warranty Department is reaching out to ********* Mattress Company to see if we cando the return without white law tag.
Customer Answer
Date: 09/05/2024

Complaint: 22238917

I am rejecting this response because: If the tag was SO IMPORTANT this needs to be a vital part of the verbal communication to the customer. Neither sales person (2) mentioned a word about it. That to me is a fault of Mattress Warehouse and not Kingsdown, the manufacturer. Even if Kingsdown rejects it, Mattress Warehouse should make good on it since it is their internal fault for not disclosing this vital fact.

Sincerely,

***** ********* **
Business Response
Date: 09/09/2024
The exchange without law tag was approved by Kingsdown and the mattress was exchanged 09-09-2024
Customer Answer
Date: 09/15/2024
They did the right thing and exchanged the mattress. Thank you for your assistance

Sincerely,

*** *********
Initial Complaint
Date:09/04/2024
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 a mattress from mattress warehouse approximately two weeks ago. The mattress was much firmer than we had expected and wanted to return it . When we were in the store buying it, the associate told us that it had a 100 day trial and that if we did not like it before that, we could return It as long as we kept the mattress protecter (That we were forced to buy from them) on it. When we called them they explained that they only do whats called comfort exchanges where you have to buy something else either the same price or more expensive in the store. We were deceived into buying a mattress that there was no chance of returning, even though the lady told us that we could return it within the 100 days. She never said anything about having to exchange it for another mattress. Now we are stuck with a $4000 mattress that we cant even use. We have already spoken to The store, but they are not Willing to allow us to return it.
Business Response
Date: 08/21/2024

Mattress Firm is in receipt of the complaint filed by ****** ******** Church. A Client Advocate Specialist connected with her and discovered her complaint is for Mattress Warehouse, not Mattress Firm.

As we take these complaints very seriously, we believe no further action is required at this time.

Customer Answer
Date: 09/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

This was sent to the wrong company. This complaint was sent to mattress firm. We bought our mattress through mattress warehouse.

Regards,

****** McCarley

Business Response
Date: 09/04/2024
The Mattress Warehouse comfort policy is on second page of the invoice. The comfort policy is also on the desk ***** The policy says no refunds but there is a hundred-day comfort exchange policy.
Initial Complaint
Date:09/03/2024
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.
On 04/06/24 I purchased a new mattress at Mattress Warehouse *********************************************. The purchase was paid in full totaling $4379.90. On 04/11/2024 the mattress was delivered to my residence by Mattress Warehouse and their subcontracted delivery company *****************. During delivery the moving company damaged my bedroom hardwood floors, stair treads and balusters and newel post of the main staircase and the ceiling in the stair well. The damage is estimated at $7537.00 per repair estimates provided by licensed contractors. The damage was identified and photo documented by the moving company immediately on 04/22/2024. The movers also called their corporate office immediately. On or about 04/27/2024 I received an email correspondence from **** ****** with Mattress Warehouse Corporate, detailing steps to resolve Damage Claim 756. Since that time I have provided all the required information (photo documentation, repair estimates, etc.) in order to resolve the damage dispute. Mattress Warehouse has ceased communication with me and has apparently differed all communication (and responsibility) to their subcontracted moving company ****************. I have called **************** frequently. Typically leaving voicemails. In one conversation, **** ****** of Esaitach Holding said the amount would be paid in full by June 28th. That never occurred. On 07/23/2024 I was contacted by ******* Doli, Liability Claims Specialist, with *************** *****************************************. They insure ***************** and required me to submit all the same documentation I had previously provided to Mattress Warehouse directly. On 07/26/2024 I was informed by ******* Doli, ************** that the insured, ****************, had NO COVERAGE for this claim/loss. Now, over 4 months from the date of the damage to my residence, communication has essentially ceased and I have not received restitution.
Business Response
Date: 09/05/2024
Mattress Warehouse turn the claim over to **** ****** ( Esaitach Trucking ) . They will follow up with customer.
Customer Answer
Date: 09/05/2024

Complaint: 22225958

I am rejecting this response because:
I purchased a product from Mattress Warehouse. My agreement for the purchase and delivery was with Mattress Warehouse. I have never entered into an business arrangement with ****************** Mattress Warehouse did not even provide me with the name ***************** until months after the damage occurred. Furthermore, it appears Mattress Warehouse contracts with delivery subcontractors with inadequate, insufficient and/or substandard business/liability insurance as the Insurance Carrier for ***************** has rejected payment of the claim.
In appears Mattress Warehouse is not standing being their products/services and is not operating in good faith. In fact, even their response "Mattress Warehouse turn the claim over to **** ****** (Esaitach Trucking). They will follow up with customer." Is not a truthful statement. Yes they "turned the claim over" which is a polite way of saying they are absolving themselves (incorrectly) of liability. However, **** ****** has not "followed up" with me. I have not RECEIVED one communication from **** ******. The three conversations we have had in the past 4 months have been a result of my persistent, weekly calling to **** ******.
Neither Mattress Warehouse nor ***************** has taken an active roll in resolving this claim.
Sincerely,

**** ******
Business Response
Date: 09/06/2024
**************** did call customer yesterday and said they will call them again today .
Customer Answer
Date: 09/15/2024
I do not consider the issue resolved. I have yet to be compensated for the damage to my residence. The delivery firm has submitted the issue to their ******************** after the claim was rejected by their **************************** I spoke with the ******************** provider. They said it could be 2-3 weeks to determine if the damage is covered under the policy. I suspect they will reject coverage as well. The larger issue is Mattress Warehouse is employing subcontractors who enter people home and do not maintain adequate or appropriate insurance to cover any resulting damages. Im sure their customer base doesnt realize taking delivery of a $2000 bed from Mattress Warehouse could leave them stuck with $7000 in home repairs!
Initial Complaint
Date:09/03/2024
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.
purchased a mattress from store manager ******* in April. for 6500. Our bill came to ****** they had a 90 day comfort exchange policy if we did not like the bed but that you had to sleep in the bed for 30 days. mattress started sinking on both sides and our backs hurt. In May after 31 days passed ***** to store and registered my complaint with the store manager. She said it sounded like a warranty claim. she began the claim paperwork to exchange the mattress but it had to be approved by corporate. They were going to send an independent mattress test company to check the validity of my complaint. 2 weeks passed and the tester came and took pics and videos of the mattress and submitted his paperwork. 2 more weeks passed and the claim was approved. i was advised not to get the same mattress , a different one of lesser value was chosen. The difference was 800. told they could not refund the difference because it was a warranty exchange not a comfort exchange. I complained about this, and store manager said she would request the refund. a month passed and i heard nothing. repeatedly called tstore and was told the manager had personal issues. i asked to check the status of the refund and was told it was not submitted. got a call 8/1 that mattress was going to be delivered. August 16. i was called to say the mattress was damaged in transit and they would reschedule a new delivery the following Friday, August 23. morning of the 23rd received a call stating the forklift ripped the mattress and it was damaged. called the store and the district ****************** service i was offered no compensation. just apologies. i was told they would have to order another mattress from the warehouse and they were unsure of delivery. Last night i received a call that my mattress would be delivered today August 30th. This morning they said it was damaged a 3rd time. i called customer service, the delivery service and the regional manager. i want a complete refund.
Business Response
Date: 09/03/2024
MW special order the replacement mattress and after exchange the district manager will refund ******
Initial Complaint
Date:08/29/2024
Type:Sales and Advertising 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 online for a little over $2,000. The free item was not shown on my receipt. I called to ask about it, and immediately the **** representative stated that they do not have my mattress that I ordered less than 2 minutes prior. He then said he would look for another one, the said he could get me one thats in the store, and I stated that I only want it if it is the same price, which he replied that he can only offer 25% off. This comes of like a scam. You allow me to order an item that you do not have, take my money ($2,000), then I do not receive my refund for several days? They have this mattress for $2,000, but dont actually have it, then attempt to sell me another version of the mattress for double the price? This should not be legal.
Business Response
Date: 08/30/2024
Refund was sent to refund department and will be refunded today.
Customer Answer
Date: 08/30/2024

Complaint: 22215306

I am rejecting this response because:
I would like the mattress that I spent time researching, driving to test (stated on the website the only place was ******** which was over 30 minutes for me) etc. knowing my address and allowing me to purchase the mattress that the company does not have comes across as fraudulent. If you have the bed, there should be no reason that it cannot be delivered to me. I did receive a response that the return was completed, and it is currently pending in my account, however I would like that mattress or an comparable make and model to the one I ordered for the price that was listed on the website. This is very deceptive to the consumer and should not be allowed or practiced by the company.

Sincerely,

******** *******
Business Response
Date: 09/06/2024
The order was refunded 08-30-2024 to their master card
Customer Answer
Date: 09/09/2024

Complaint: 22215306

I am rejecting this response because:
I received my refund several days after placing the order. I called 2 minutes after placing my order to find out that the bed I wanted was not available? If it was not available I should not have been able to place the order. This is false advertising, and they tried to upsell me the same bed, but newer version for almost double the price. This should be illegal and these type of business practices should have consequences.
Sincerely,

******** *******
Initial Complaint
Date:08/26/2024
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.
I ordered mattress on June 23rd. Delivery was supposed to be July 12. Never showed or called. Told me it was on backorder. Gave me two options to decide. Never gave them answer and a different mattress shows up on July 17 that is cheaper by $400. I called several times and had to go to business. They tell me I need to pay more now cause it's not on sale. Head manager wants ** to pay restocking fee of 125. Nobody will return calls.
Business Response
Date: 08/27/2024
District manager said he would not charge for the upgrade mattress that for the exchange ticket that was typed up if customer paid the delivery fee of ******
Customer Answer
Date: 08/27/2024

Complaint: 22196230

I am rejecting this response because:
Why do I have to pay for anything? I have drove to store 2 times, many unanswered phone calls and 2 days off work to wait for matress that never was delivered. ******* told us that it would be fixed and the one I ordered would be delivered on Aug 9th with no Xtra fee. Again nothing showed up and no phone calls. I want what I paid for. I paid over over $1800 and you sent me one that was over $400 cheaper. It's been 2 months. Manager never returns calls. She is avoiding us. Where did the extra 400 go because I never received a refund on my card. Manager has manipulated and lied. She assured me she would call us and after 10 buisness days I had to call her! For her to tell me we owe 125. I have never been treated like this from a store. I have been patient enough. To me it seems like some kind of criminal activity. I have also contacted corporate 2 times and left messages for *******. No return call from him either. What kind of business are you running?
Sincerely,

****** ******
Business Response
Date: 08/28/2024
Customer was given an upgraded ********************** at no extra charge. Customer only has to pay the delivery charge of ******. If customer does not want to pay the ****** then ******************** will just cancel the comfort exchange ticket.
Customer Answer
Date: 08/28/2024

Complaint: 22196230

I am rejecting this response because:
I have all the receipts showing this was not a upgraded matress. The matress we ordered was over 400 more than one we received. We want the matress we ordered. We were ripped off. I am out of town but I can send you the receipts when I get back. You are in the wrong here and your business is unprofessional.
Sincerely,

****** ******
Customer Answer
Date: 08/31/2024

Complaint: 22196230

I am rejecting this response because:I have attached all the documents to prove I was not given a upgraded mattess. I paid for Casper that was $1660 before tax total. I received a reflex hybrid that was $1449.99. These receipts prove my claim. I want the matress I ordered delivered because I never told the manager I wanted another matress.

Sincerely,

****** ******
Business Response
Date: 09/05/2024
The customer said to deliver the Reflex because didn't want to wait. Customer wanted to do comfort exchange after delivery and distric manager ok to switch mattress at no charge other than the ****** delivery charge
Customer Answer
Date: 09/05/2024

Complaint: 22196230

I am rejecting this response because: I never told manager I didn't want to wait. She told Me to think about it and I never called her back. I got a text the next night saying they was delivering a matress. I just assumed it was the one I ordered because I never told her I didn't want to wait. Where is the difference in money from what I ordered to what I got!? What is wrong with you? I have showed you my receipts proving you owe me! We can come to your store and pick up the matress but I'm not paying you another cent. You owe us!

Sincerely,

****** ******
Business Response
Date: 09/13/2024
If customer doesn't want to pay the delivery fee the comfort exchange will just be deleted.
Customer Answer
Date: 09/18/2024

Complaint: 22196230

I am rejecting this response because:we will come to store and pick it up and bring the other matress to exchange. Give me a date and time the matress will be at the store. You never do answer my question about the difference in price! Why wasn't I issued a refund if matress wasn't a upgrade which I have proven with my receipts. I received a downgraded matress and you are stealing from me. We will come and exchange so you can't charge $125 delivery fee. I need date and time.

Sincerely,

****** ******
Business Response
Date: 09/25/2024
If customer does not want to pay for the comfort delivery fee, then Mattress Warehouse will just delete the exchange ticket.
Customer Answer
Date: 10/06/2024
This business ripped me off and will not refund my money or give me what I paid for. They say I agreed to a different matress. This is a lie.i was also told that matress pad was a free gift for not delivering on time or letting me know it was on backorder. I missed 2 days of work because they said they were delivering and never showed. They charged my $160 for this matress pad. They are a bunch of liars and thieves.

Customer Answer
Date: 10/10/2024
Hi Heather,
I have decided that I would like to receive the matress that I originally
purchased on July 1st 2024. I really appreciate your help. Let me know if
you need me to do anything.
Thanks again,
****** ******..
Initial Complaint
Date:08/21/2024
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.
I upgraded my warranty and purchased a better, hybrid mattress, based on ******(******** Store) telling me the no hassle simple warranty, where a 3rd party inspection would NEVER be needed. This was a major selling factor for me. I paid extra for this! My mattress has a cover on it at all times, no rips or stains. Its just sinking on the sides causing issues with rolling over and thereby causing SEVERE back issues. It is also rotated every 3-4 months when the requested time frame for rotating would be every 6 months. MATTRESS WAREHOUSE/SLEEP HAPPENS./ ************** should honor what I was told. I have been contacted by the 3rd party inspector, **** now, and this is 100% incorrect! There is NO inspection necessary for my mattress. I am not happy with how this is being handled. I UPGRADED because of the inspection guarantee . With all this said please send me the approval letter based on the fact that NO INSPECTION is to be required. I have been a repeat customer of Sleep happens/******************** for many years. ******-******** store did the sale. The charge was put thru over the phone with him. Sabre assisted me in getting the deliveries done, since the ball was dropped. I have a trail of emails for this purchase. Mattress whse. replied with i MUST do the inspection. I also contacted the Mfg. *************** they have not replied or done anything. In the mean time, this is in dispute and my bask is hurting more & more. This mattress is fully covered by NO INSPECTION warranty, reglardless of what they do in 2024. It is what I was told in 2020 and the sole reason I spent extra money. I have several email address, should BBB need them for contacts.
Business Response
Date: 08/21/2024
Customer filed warranty claim and warranty department gave to third party inspection company to inspect mattress to see if mattress would be approved.
Customer Answer
Date: 08/21/2024

Complaint: 22171251

I AM REJECTING THEIR ANSWER. NO INSPECTION WARRANTY AS QUOTED TO ME BY ****** IN THE ******** STORE. MATTRESS WAREHOUSE NEEDS TO HONOR WHAT II WAS TOLD BECAUSE I PAID EXTRA TO UPGRADE TO A DIFFERENT MATTRESS SOLELY ON WHAT ****** TOLD ME. NO 3RD PARTY WOULD BE INVOLVED. THE CLAIM HAS NOW BEEN SENT TO THE 3RD PARTY AND THAT IS NOT WHAT NEEDED TO BE DONE. MATTRESS WAREHOUSE NEEDS TO SEND ME THE APPROVAL LETTER SO I CAN ***LACE MY MATTRESS WITHOUT A 3RD PARTY INSPECTION. AGAIN, NO 3RD PARTY INSPCTION REQUIRED. YOU CAN'T JSUT CHANGE THE ***** AFTER THE ***** I WOUL DNOT HAVE PAID AN ADDITIONAL $800+. I WAS SOLD ON THE NO INSPECTION WARRANTY! PLAIN & SIMPLE HONOR WAHT I WAS TOLD IN 2020. I AM A ***EAT CUSTOMER OF MANY MANY YEARS. NOT SURE WHY THEY WANT TO NOT HONOR WAHT THEIR CUSTOMER SERVICE *** TOLD ME.

Sincerely,

***** *****
Business Response
Date: 08/22/2024
Mattress Warehouse cannot get a warranty approval until the mattress has been inspected.
Customer Answer
Date: 08/22/2024

Complaint: 22171251

I am rejecting this response as I have stated numerous times. You need to honor what I was told when I paid for the upgrade to avoid having to do a mattress inspection. This was a MAJOR selling point in why I paid an additional $800+. IL did not have to upgrade and i would not have upgraded, other thanTyrone told me no inspections. This is ridiculous that the store is not honoring what they told me. I wil have to go further with this, go to a higiher chain of command. Terrible business when you do not honor what a customer is told.

Sincerely,

***** *****
Customer Answer
Date: 08/22/2024
**** Papettas became the president and CEO of ********** ********-based retailer Mattress Warehouse in 2018. this is who needs to be in charge of what has happened. IN an articile, quoting him he says " the focus is the consumer

from Day One, were giving the consumer a fabulous experience.We focus our energy around the consumer"

If this IS the case and he is being truthful then he should handle this situation and honor what I was told.
Initial Complaint
Date:08/20/2024
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.
Date of Purchase 05/07/2024 - mattress and adjustable base for my mom; her Mother's day present. Delivered 05/10/2024. Adjustable base didn't work from day one, after repeated calls to store, Temp and after finally receiving a new remote on 05/31/2024 -adjustable base still didn't work. Continued to contact store and as of 06/27/2024 had not had response from salesperson. Told he was on vacation. On 07/23/2024 reached out to salesperson again, was told base was on a truck and would arrive 07/25/2024. No base and today is 08/19/2024. My mom asked to replace mattress and was told another would be delivered but as of 08/10/2024 (after multiple texts and messages which are in print), nothing was delivered. I have left messages with Mattress warehouse on line (email with complaint), left voice mail for District Manager ***** ****** as of today. I requested a full refund last week and was told that cannot be done. I was told to not file a complaint with Tempr that they don't like issues with MW. I have all of this documented. I have pictures of all the bedding.
Business Response
Date: 08/20/2024
Exchange ticket was typed up and schedule to be switched. Customer told didn't want delivery day it was set up for. Customer can reach out to store to schedule the exchange.
Customer Answer
Date: 08/23/2024

Complaint: 22166799

I am rejecting this response because: we were promised several delivery dates and there was always an excuse of why the mattress couldn't be delivered when promised. They randomly picked a day but my mom wasn't home that day. The adjustable base never seemed to arrive. I have text messages (36 pages) and dates of scheduled deliveries and excuses as to why the delivery would not happen.
I am trying to find a way to scan these documents. Is there a fax number to send this information to.

Sincerely,

*** ****
Customer Answer
Date: 08/23/2024
see all of the above information regarding texts and items from Mattress Warehouse. I have left multiple messages for District managers to call me and none have been answered or returned.
Dr. *** ****, PT, DPT
Customer Answer
Date: 08/23/2024
We are having issues with our scanner. If these attachments don't show up, can you send me a fax number and I'll fax each one to you. Thank you
Dr. *** **** PT, DPT
Customer Answer
Date: 08/26/2024
Thank you *******, I just faxed 46 pages of information, pictures, text messages and my calendar of events.
I appreciate your options and alternatives.
Dr. *** ****, PT, DPT
Business Response
Date: 08/27/2024
Exchange # *********** was typed up after ***** did not get customer taken care of. Day of delivery customer told delivery team they did not want the delivery of exchange.There is still a open exchange waiting for customer to accept delivery.
Business Response
Date: 08/27/2024
Salesman *** called the customer (*****) and said that there was exchange typed up and ready to schedule. ***** does not want exchange and was told there will be no refund.
Customer Answer
Date: 08/28/2024
Please let me add to the information you were provided by *** the salesman in the above referenced phone call.
*** ****** did contact my mother, ***** ***** yesterday, telling her he had been on vacation for 9 days and had just returned. He gave her another song and dance about Temprapedic purchasing Sealy and ******* and ****** and said that he could now authorize an exchange of her mattress and base (recall this was purchased in May and it is now the end of August). *** asked my mom when she wanted the stuff delivered; please recall that all past attempts to make deliveries never happened (look at text messages provided).
I purchased this bed system for my elderly mother (who is visually and hearing impaired) as a Mother's day gift. She told him that she had purchased another mattress/adjustable base from another retailer (having to get transportation) to/from the store. When *** called her yesterday, asking when he could deliver the new set that had been approved, she let him know she was making up her new mattress at that moment.
She asked *** to contact me, since I purchased the bed (and have purchased more than 8 sets from *** in the last few years) and sent many of my clients to his store for assistance in purchasing new mattress sets. She wanted me to discuss this with *** as she wasn't sure where the action stood with the BBB. She knew I had told *** that I didn't want the product anymore and wanted a refund (all in the past text messages).
I have called Mattress Warehouse corporate on multiple occasions, left voice mails for people identified as district managers, without any return calls (please see my documentation). Again, all in my notes provided to BBB I have listed dates, persons, etc.
My mother called me on my way home from work yesterday saying that *** would text me to call him last night. I did not go to my pool class and I waited by my phone until 11pm (no text or call) and as of this writing no correspondence yet from ***.
I am more than disgusted with Mattress Warehouse and *** ****** in particular. If Mattress Warehouse persists in this matter, they can contact me to deliver the mattress/base to my mom's address (again, I doubt they will keep their word). The new mattress set will need to be set up in my mother's garage as her new mattress is in her bedroom (finally). I want the adjustable base set up and operated to ensure that it works, then repackaged so that I can decide what to do with it.
This whole issue has been very distressing to my mother and I'm sick of playing the narcissist game with salespeople who tried to take advantage of the situation. My notes and copies of text messages and replies should concern Mattress Warehouse. I have been inundated with adds on my FB feed from Mattress Warehouse, I can't wait to share my story on social media. I will no longer deal with Mattress Warehouse.
Please advise *** ****** to contact me to schedule the delivery of the almost 3K mattress/adjustable base set to my mother's home and they must meet the above set parameters. Also, I want paperwork that indicates the new date of delivery as the bases are guaranteed for 25 years (what a joke) and I will be pursuing my attempts to contact Tempurpedic to discuss their poor customer service or at least let them know their Retailer's are throwing them under the bus.
Dr. *** ****, PT, DPT
Business Response
Date: 08/28/2024
The store will call customer today to set exchange up.
Initial Complaint
Date:08/12/2024
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.
On July 18, 2024, I purchased a Kingdown hybrid mattress from Mattress Warehouse in DuBois, PA. It was delivered to my home on July 26, 2024. One of the two delivery men alerted me to a dent or crack in the base/frame that holds the hybrid mattress. He immediately photographed the dent/crack and contacted Mattress Warehouse about the damage on the base/frame supporting the hybrid mattress. He handed me his phone and the Mattress Warehouse rep asked if I wanted a replacement and I said yes. I also stated I was not paying another $299 delivery fee. I have had several phone calls inquiring about my replacement order to the local Mattress Warehouse where I purchased the hybrid bed and was told to wait for the corporate office. It has been over two weeks. My expenses of over $4900 included a $299 long-distance delivery fee for 44.5 miles one way from Mattress Warehouse, DuBois, PA. The bottom line is that the product was damaged as noticed and reported by the delivery man to Mattress Warehouse and my issue is still unresolved.
Business Response
Date: 08/12/2024
Mattress Warehouse is going refund customer's account 299.00 for small hole in top of adjustable. The delivery department will send customer letter saying the small hole will not affect their warranty.
Customer Answer
Date: 08/13/2024

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:08/08/2024
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 and mattress, no longer support. Has visible bulge of inner materials that can be felt when attempting to lie on mattress for sleep rendering it uncomfortable and not usable. Would like replacement. Cannot get Mattress Warehouse to address our concerns or follow processes for return
Business Response
Date: 08/08/2024
The warranty department will send warranty approval letter

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Mattress Warehouse, LLC is NOT a BBB Accredited Business.