Complaints

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

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US Mattress Company has 6 locations, listed below.

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  US Mattress Company

  1289 Rickett Rd Brighton, MI 48116-1832

• 

  US Mattress Company

  1289 Rickett Rd # 1291 Brighton, MI 48116-1832

• 

  US Mattress Company

  1056 Ann Arbor Rd W Plymouth, MI 48170-2129

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  US Mattress Company

  1087 Ann Arbor Rd W Plymouth, MI 48170-2128

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  US Mattress Company

  39600 W 14 Mile Rd West Bloomfield, MI 48390-3909

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:06/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 placed an order in March that was scheduled to be delivered on *****th April. The order number was issued to be asUSM-*********. This order was over $4000. The delivery status was never updated and the day came and past. I kept calling them to no avail. I chatted with several people on their chat line who promised that they will refund after i wrote to them to cancel the order to which i never received a reply either. One of the people told me there has been delayed due to merger with another company. This was an irrelevant excuse as that should not affect customers and whoever is buying them should be aware that this company is fraudulent. I am not sure why they are in business at all. I want me refund asap and response to my emails.

• Initial Complaint

  Date:05/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In April I ordered a mattress from ** mattress for over $1000 and was super excited because been having problems sleeping on old mattress after I ordered I received a order confirmation email that said delivery in mid May which would be okay after a week or so I went on the website again with the order number and my email to try and see order status which said was not available to give at least two days for order status to be available at this point it had been more than a week this was first red flag so I called the help number on the website which the person that answered the phone essentially told me that his computer was down and he was a salesman and was busy he couldn't help me next I tried the chat with us option on the website the guy told me that us mattress was bought by ******** mattress and that my order status would not be available because of this but assured me that my order was received and being processed that I would be contacted by company to schedule delivery it's now past delivery date and still no one has contacted me to even schedule aslo have sent emails with no response called store again with no avail it's been more than a month since I ordered mattress and I can't even get an answer as to the status of the order nor when I could expect it when I asked about refund I was told there would be a restocking fee even though it obviously has not been pulled or shipped this place is a joke and if I ever get my mattress I'll never order anything from this company again even if they changed their name to ******** mattress

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 a mattress from this company online on March 17th. It was Supposed to be delivered on April 20 th. I called the company on April 20th because I hadnt heard anything. They said 2 or 3 more weeks. I canceled the order on April 20 th. I still have not received a refund of 1800$. They respond to emails saying soon. It has been 3 weeks now. I just want my refund to my credit card. Thanks

• Initial Complaint

  Date:04/19/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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'm trying to cancel an order for Queen ***** POSTUREPEDIC ****** ********** 4 Medium Pillow Top 15 Inch Mattress. CONF# USM-*********. I've sent emails through live chats with automated returns but no resolution. I've sat on hold for 45 minutes on the phone trying to reach someone with no luck. I leave a call back number and no one calls back.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a mattress and an adjustable base on 3 March from the **-Mattress location in Lake *****, **. The store has recently closed and I was told to go to the ********* location. After about 4 weeks, I called to get a status of my order and was told that the mattress was in the warehouse and they are waiting fo the base to come in on 6 April and to call back. When I called back on 6 April I was told that I would have to wait until 5 PM and that they would call me back. I did not recieve a phone call and called back on Saturday. I was told that they could not look in the system on the weekend and that I needed to call on Monday. I called back on Monday and they told me to call cusotmer service and gave me their number *************. I called the number and they called me back and the person told me they were a salesman and not customer service and to call back on Tuesday. He also told me that the mattress was not in but the base was there and they where still waiting which was different from what I was told on 6 April. I have called the 800 number on Tuesday and recieved no call back so I went to the ********* Store where the salesman agian told me that I need to talk to customer service. He then sent an email to them and the regional manager. It is now 14 April and no one from **-Mattress has written or called me back from cusotmer service or the regianal manager (***************************************). I would like a refund for the mattress and adjustable base since I have not recieved any updates and no one is able to tell me a status of my order. I have also called the 800 number ***** April with no success of a call back from their customer service line.