Business Profile

Mattresses

Mattress Warehouse, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

198 total complaints in the last 3 years.
64 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: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.

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,

***** *****/******************** 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.
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.

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,

*** ****
MW. I have all of this documented. I have pictures of all the bedding.
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: 08/20/2024
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.
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.

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,

******** ******

ress 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.
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
Initial Complaint
Date:08/08/2024
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 Warehouse finally refunded my money.of customer service.
Business Response
Date: 08/08/2024
The refund was done AUG ******
Initial Complaint
Date:08/06/2024
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.

Complaint: 22081548

I am rejecting this response because:My going to the warranty inspection was to show the defect in the mattress and have pictures taken of the unacceptable condition the matress is in.After seeing thethree mattreses with same problem ;I want all of my money back.The condition of the mattress at the store is NOT the condition of mattress that was delivered. Even the delivery people said the mattresses were defective.I want all of my money returned! I hd even offerd to buy one of there mattresses as long as they would refund me the difference between the two cost but mattress warhouse refused

Sincerely,

***** ******
Business Response
Date: 08/06/2024
Mattress was inspected and warranty approval letter was sent to customer. Apply a store credit in amount of ******* toward another selection.
Business Response
Date: 08/08/2024
If customer want to go in to store and reselect and if cheaper mattress. Mattress Warehouse will refund difference between the two mattresses.
Customer Answer
Date: 08/09/2024

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,

***** ******
Customer Answer
Date: 08/13/2024
I agreed to the resolution of my complant but where do I go from here we contacted the Mattress warehouse store that we bought it from and they know nothing about any resolution ;and I have no info on how to contact them.Thankyou for your help in this matter ***** ******
Business Response
Date: 08/13/2024
Customer can go to ************ location
Initial Complaint
Date:07/26/2024
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 purchased a new mattress in May (Original Invoice Number ***********). It began to sag and I filed a warranty claim (Case Number *******************), which Mattress Warehouse approved on July 2. On July 3, I went into the store and ordered a new mattress. First, I was told that it would be delivered the next day (July 4). Subsequently, the salesperson told me that the mattress was out of stock and would be delivered on July 12. When I never heard from the store or a delivery company, I called the store on July 12 and they told me that the warranty exchange needed to be approved (but it already had been on July 2). I never heard back about my exchange being approved. On July 22 at 7pm, I received an automated call saying that my mattress delivery was scheduled for July 23. I never asked for that day and I knew right away that it wouldn't work because I had an appointment during the window you gave me. I tried calling the number that the recording gave me to reschedule, but it only gave me the option to leave a voicemail which no one returned. I have been calling the store, the corporate, office, and the delivery number multiple times on July ***** to reschedule the delivery. Each place gives me a different explanation and tells me to call someone else. I have left messages for the district manager, but they do not call me back. You already validated my claim with an onsite inspection and now you are refusing to replace the mattress. Where is my mattress? Why aren't you willing to honor your warranty? Why aren't you willing to even call me back? I can be reached today at my office ************ or cell phone at ************.
Business Response
Date: 07/29/2024
The delivery is scheduled for 07-31-2024
Initial Complaint
Date:07/23/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 22027939

I am rejecting this response because:
I clearly only went in for a mattress for myself. Being uphold, I was delayed a mattress to get an upgrade that's still the wrong size
I've spoken with the district manager and he was very **** and only saw the upgrade when I never asked for that. If a company is going to lure someone to buy something they've never had and are educating them, they should make sure they're completely aware of what they're receiving. Nicely thrown box in my car never alerted me to check the size after the man who schooled me on mattresses. I need an extra long twin and i do not deserve any additional charges. The item is UNUSED and still in the box and STILL in the car. Just take it back and give me my money back.

Sincerely,

******* *********
Business Response
Date: 07/29/2024
If you did not want twin size, what size did you want?
Business Response
Date: 08/01/2024
The customer was loaded what they purchased. ******************** will allow customer to do comfort exchange but there are no refunds.
Customer Answer
Date: 08/01/2024

Complaint: 22027939

I am rejecting this response because:
**** knows for certain that he just threw a box in my car. I didn't check because I trusted him based on our conversation. He said he ordered me a XL twin. This was memorial Day. I called after June 19 which was the second delivery date given and STILL no item. **** substituted me with the incorrect size and threw the item in my car. I didn't know to even check behind him or check. The box has slots for the XL Twin size but the one provided to me was a regular standard Twin. This was their error. Then try to charge me for an exchange, that's unacceptable. I did not cause this. I was uphold an additional mattress with intentions on purchasing one. This is NOT good business. Please have the store manager and this organization make it right.

Sincerely,

******* *********
Business Response
Date: 08/08/2024
The customer was loaded what they purchased. ******************** will allow customer to do comfort exchange but there are no refunds.
Customer Answer
Date: 08/08/2024

Complaint: 22027939

I am rejecting this response because:
I'm not paying to exchange . That's ludicrous. I never asked for a regular size twin and I'm trying to understand what the company gets out of arguing back and forth about the wrong size mattress that I didn't touch to pick up. I trusted the manager and everybody is telling me I should've went to ****** and to never buy from mattress stores. IT WAS MY FIRST TIME AND WHAT A HORRIBLE EXPERIENCE. I'll never recommend this for anyone.

The mattress is still in the box. Still in original packaging. It was never taken out. Someone else noticed the manager didn't give me the right size so i denied help with setting it up because i thought he was going to fix it.

I bought this in MAY, I was upsold, only buying a $2200 new bed and now I'm stuck with one I didn't didn't check behind the manager when HE PUT THE **** IN THE CAR
IT ISN'T RIGHT AND IT'S AUGUST for a MAY purchase that nobody used or that it ever left the box.

I'm not paying for nothing extra. Not one thing.

Sincerely,

******* *********
Initial Complaint
Date:07/23/2024
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.

Complaint: 22026815

I am rejecting this response because: exchange was promised by company employees on 07/19/2024. Could you please explain why it didn't happen? Order was paid on 07/06/2024 and as of today too many mistakes were made by ***************** We didn't ask for delivery, we were planning to come and pick it up from store, but your company changed it to delivery because items were not delivered to the store.

Sincerely,

***** ************to wait another week. I said that I can't wait another week and I want them pick up wrong items and return my payment. Person over the phone said we need to call corporate office on Monday. Today I did and it took me half a day to finally get somebody on the phone. It was some kind manager who said that it is our fault and as soon as items were delivered, company will not refund it. I do have ring camera record of delivery time and time when I made a call to store. Both box spring is still in a plastic and sits exactly in the same spot of house where it was left by company people. We already ordered new items from other company and it was delivered today. All what I need now, is mattress warehouse take back wrong items from my house and give me refund. Attach sales order with model number. When you go on their website and put model number, you can see item with size what we ordered which is 5 inched. We received 8 inches.
Customer Answer
Date: 07/23/2024
Please, see attached agreement. Paragraph #7 state company policy about refund. And it doesn't state that no refund. So, please, just follow your company policy.
Customer Answer
Date: 07/23/2024
Please, see attached agreement. Paragraph #7 state company policy about refund. And it doesn't state that no refund. So, please, just follow your company policy.
Business Response
Date: 07/23/2024
Per the signed agreement Mattress Warehouse does not offer refunds after the consumer takes possession of the merchandise. The items listed on the order were the items that were delivered and accepted by the consumer. Mattress Warehouse has offered to exchange the items for the items the customer believed the order, the customer has refused the offer, as such we will be adhering to the original terms of the agreement. should the customer wish to accept the offer of the exchange they simply need to contact the store where they made their purchase to schedule delivery.

Business Response
Date: 07/29/2024
Mattress Warehouse sent delivery truck to customer's house 07-27-2024 but customer refused the exchange. ******************** tried to resolve the issue, but customer refused. No refunds after delivery or pick up.
Business Response
Date: 07/29/2024
There are no exchanges done at store. All exchanges must be done with Mattress Warehouse delivery service.
Customer Answer
Date: 07/30/2024

Complaint: 22026815

I am rejecting this response because:
Purchase was made on 07/06. Company still didn't answer why they didn't send truck with exchange on 07/17 as was promised. After 2 weeks sleeping on the floor, we bought items from another company and got it. Nobody will be waiting whole month for company to fix their own mistakes. That's why we refused delivery on 07/27. Wrong items was returned on 07/28 to the same store where purchase originally was made. We do have a video of that return. So, as of today company got items in original package, never used back and we are expecting full refund.

Sincerely,

***** ************
Business Response
Date: 08/01/2024
Mattress Warehouse delivered what the customer wanted. After delivery customer wanted to switch to low profile. ******************** offered to switch the foundations. No refunds after delivery.
Initial Complaint
Date:07/23/2024
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.

Complaint: 22026103

I am rejecting this response because: if it is mandatory for the warranty to have to purchase the mattress protector from you, then you should include with the purchase of the mattress the least expensive one that you sell and if the buyer wants to upgrade, then they can. When we opened the sheets that were included, there was a mattress protector included. We called our salesman and asked why couldnt we use that one and he said, because it is not waterproof. Then why even send it? Thats a waste. Your answer as to what we could do with that one, was not very professional. You said, I dont care what you do with it, burn it if you want.

Sincerely,

***** *****
Business Response
Date: 07/23/2024
We have reached out to the consumer (left detailed voicemail) the protector is required should the consumer wish to take advantage of our comfort exchange policy. We have offered to have the consumer return the protector for a refund or exchange for a less expensive model and receiving a refund for the difference while still maintaining their eligibility for a comfort exchange if needed.

Business Response
Date: 07/29/2024
No refunds after delivery or picked-up. The mattress has hundred-day comfort exchange per Mattress Warehouse Comfort Policy .
Business Response
Date: 07/29/2024
The Nectar free bundle protector does not prevent stains from getting on the mattress but if the new protector customer purchased has not been open or use Mattress Warehouse will allow customer to return the protector to the store. The store would send refund request to office after the protector was returned. If customer need to do comfort exchange or warranty claim and any stains on the mattress the delivery exchange will not be able to complete.
Customer Answer
Date: 07/30/2024

Complaint: 22026103

I am rejecting this response because:
I want to check and see if I can purchase a waterproof mattress cover on my own from ****** for $30 instead of purchasing one from Mattress Warehouse for anywhere from starting at $90 up to $250. If I purchase a waterproof mattresses cover from ******, will my warranty still be valid?
Sincerely,

***** *****
Business Response
Date: 08/01/2024
The protector that Mattress Warehouse sells cover if stain gets on mattress that the protector company will replace mattress if they cannot get stain out. If customer buys protector from another company that protector company would not be able to replace the stain mattress.
Customer Answer
Date: 08/01/2024

Complaint: 22026103

I am rejecting this response because:
If the mattress cover the consumer can only use is the one Mattress Warehouse has, then the mattress cover should be included in the purchase. Again, why do they include a mattress cover with the sheets you get with the purchase if you cant use it because its not waterproof? Why not include a waterproof mattress cover?What a waste to send one that is not the right one? Just more garbage to go in the landfill.
Sincerely,

***** *****

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Mattress Warehouse, LLC is NOT a BBB Accredited Business.