Complaints

This profile includes complaints for Northern Mattress & Furniture 1st's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Northern Mattress & Furniture 1st

  16 Western Ave Augusta, ME 04330-7326

  
• 

  Northern Mattress & Furniture 1st

  90 Main St Outlet Store Waterville, ME 04901-6602

  
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  Northern Mattress & Furniture 1st

  49 Water Street Skowhegan, ME 04976-1715

  
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  Northern Mattress & Furniture 1st

  PO Box 88 Augusta, ME 04332-0088

  

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:05/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ****** living room set in Nov 2022 which included 2 identical rocker recliners and a full-size sofa with both ends that recline. The full purchase price was $2000 which included a 5 yr Protection Plan that covers "ANYTHING accidental". I tried to detail all of the contacts since reporting this to the seller and the warranty company several weeks ago, but I have had so many contacts there isn't enough space to explain the drama. Basically they are refusing to replace a broken chair that has a normal lifespan of 10+ yrs after just 2 yrs of use by two mature adults.I have jumped through all the hoops to provide them with evidence to include, uploading pics on 2 different occasions, responding to email and allowing another 3rd party to come evaluate the chair (he agreed, it's broken). My contacts with the seller have been the poorest excuse for **************** I have ever experienced. One person gave me an incorrect name and promised to return my call which never happened. On my last contact the "Manager" blatantly interrupted me while I was trying to explain the situation (to make an invalid point!). I've been extremely sick for the past year and I've done my part to follow the rules of their warranty but this is inexcusable. I'm too sick to keep dealing with their BS!

  

  Business Response

  Date: 05/28/2025

  The protection plan is through a third party and they determined that the damage was normal wear and tear and not caused by accidental damage. Northern Mattress has no control or influence over the decisions made by Montage, the protection plan company. 

  Customer Answer

  Date: 05/31/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am "Rejecting" their assertion. I was able to upload a screenshot when I Rejected it. This is from the "Expert" their warranty company required come to my home. As you will see, their "Expert" believes the failure is from a QUALITY DEFECT". I have detailed information about all of the hoops I've jumped through to accommodate their "Protection Plan" and they are still denying coverage of a 2.5yr old product with a normal life expectancy of 10+ yrs. I have done everything they have asked and now I'm still having to argue about an obvious defect. Not to mention the absolute disgraceful customer service throughout this process. So no, I am not satisfied with their response. 

  

  Business Response

  Date: 06/02/2025

  Attached is a copy of the claim outcome sent to Ms. ******* by the third party protection ************.

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  I am rejecting the assertion that this is "normal wear and tear".  I have a matching chair and sofa purchased at the same time, in the same room that are perfectly fine.  There is only one corner of the seat that is failing all 3 of the other corners are fine. This is a household of 2 mature adults and the normal lifespan on this type of chair is 10+yrs. Additionally, I have included an email from the "expert" that you required come to evaluate the chair as part of the "Protection Plan" agreement and he also feels this is a quality defect NOT "normal wear and tear".

  
  Regards,

  ****

   

   

• Initial Complaint

  Date:02/27/2025

  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 11/2/24 with tax I purchased a recliner from Northern *********************************************** for $949.49. I reported to them, the chair was not right, that it was leaning to the right and did not fully recline. On 12/22/24 They had me send photos to the customer service email address. I went a couple of weeks without hearing anything. So I called and they said the manufacture said the frame was crooked and was going to send them a new frame. Northern Mattress told me when the frame comes in they will send someone out to install it. I waited another couple of weeks and called them back to see if they got the frame in. They told me they did get the frame in but they would need to hire a third-party contractor to come to the house and install it for us. They told me the contractor would be reaching out to me to set up a time. I never heard anything so I called Northern ********************************************* again to see what was what the status of getting it repaired. They told me the frame was still there. The contractor had not picked it up yet. They would reach out to him and that I should expect to hear from him soon. Again, I never heard back from anybody, the contractor or Northern Mattress with any kind of follow up. Today 2/27/25. I went in the store so I could talk to somebody about this, as I feel I have given them enough time to resolve this. They told me the contractor tried to call me but my voicemail was full. I told her my voicemail is not full and I did not have any missed calls. At this point I just want a refund so I can buy another chair. After all this, I do not trust them or whomever they might send to fix the chair. I ask them for a refund or different chair and she would Not do that. I asked to speak to a manager, and she said she was the only one I could speak to. I will admit I gave them a few cuss words before I left as I was really upset. I feel like I was taking advantage of.

  

  Business Response

  Date: 03/03/2025

  Customer ****** had a manufacturing defect with one of her products. According to manufacture policy the new parts were ordered and received by a third party repair person. The third party repair company attempted to reach Ms. ****** on several occasions, however Ms. ******* phone number did not offer a voice mail option and the calls were not answered or returned. When Ms. ****** came in to the store she was rude, and loudly using expletives to express her frustration. She was unreceptive when we explained that the repair person had been trying to reach her saying she "never misses a call". We honor all manufacture warranties. This manufacture offered to replace the damaged parts however because Ms. ****** did not answer the calls from the repair person this has not been able to be done. 

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  As I stated in my original complaint, I did not receive a phone call from their third-party contractor. I do not have any missed calls from anyone that I do not know and my voicemail accept calls and is fully working. Also, the customer service person that I spoked to that day was very rude!! She never apologized for the incident and put the whole blame on me. At this point I can see  theyre not going to Do the right thing and give my money back without taking them to court. If they could ship the frame the manufacturer sent to fix the broken chair they sold me. I would like to get it fixed myself. Because as I stated before,I do not trust them or anybody they would send to fix the chair.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:07/26/2022

  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 03/09/22 I went to Northern mattress and furniture to purchase a couch. I asked the sales man ( Matt * will this couch fit inside my apartment, gave him the measurements to my doorway and he said hang on let me get a tape measurer. He measured the couch and said yes it will fit. I said okay I want to buy it. I paid $981.13 on my debut card in total. $949.99 for the couch itself and $79.99 for the delivery fee. I was told the couch would arrive around 3pm on the following Wendsday. The movers showed up around 10am. I got ready for them to move my couch inside. Then the movers told me that the couch wouldn't fit inside my apartment without even trying to take it out of there truck. They told me it would not fit by looking at the doorway and stairway. They told me I had to pick something else out but I had my heart set on that couch. So I called to speak to the manager (**** and told her what had happened, she told me she could only give me store credit and to pick something else out, so I did went back on 3/19/22 and picked out a futon which was only $632.98 and I am extremely unsatisfied with it, it's chipped doesn't work well and uncomfortable, not at all what I wanted but felt forced to pick something that I knew would fit and I could move myself. Now they will not refund my $348.15 at all. *** the manager there said I had to use all of the store credit and that they would not refund my money! The problem is I don't need anything else for my place. I went there for a nice couch and I ended up with a futon that's uncomfortable. I don't enjoy it but atleast I have something to sit on but I would really appreciate a refund for the rest of my money that they owe me. The $348.15 and maybe plus the delivery fee charge since they didn't even take it out of their truck to atleast try to fit it inside... I'm upset and feel taken advantage of by the sales man the manager and even the movers of that company!

  Customer Answer

  Date: 08/06/2022

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 08/06/2022

  Hi *****,It is unfortunate that your original furniture choice did not fit your home. We understand how frustrating that can be for customers. While we did give you a tape measure and take measurements of the furniture itself, the fact that it did not fit unfortunately lies with the measurements taken by you as the consumer. We do not go into customer homes, nor can we confirm the measurements you took there were correct. Upon sale, you signed the terms and conditions stating that should the furniture not fit you would receive a store credit. The delivery team measured your area, and knew it would not fit based on the dimensions. They are well trained on what will fit, and upon assessment were confident it simply would not work. Upon reselection, we offered a variety of items that the backs come off of that would fit up the area and through the doors, however a futon was also an option. Again, we are sorry the item you selected first would not accommodate your living space. After selecting your item, there was still an additional credit here. We waived the second delivery fee as well. At this time we show that your brother had come into our business asking to use your remaining credit, and we have been awaiting your response for approval. Again, while we empathize with the fact the item did not fit, this is the responsibility of the customer to ensure that items selected and set to deliver will fit, not the responsibility of the sales person. Please feel free to let us know if you want the credit to be used by your brother, or you would prefer to use this yourself.