Complaints

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:08/21/2023

  Type:Service or Repair 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.

  In July 2023, I purchased a mattress from Mattress Firm. In March, I contacted the store to tell them that the mattress was not performing well; that it is showing significant signs of more wear than what would be expected. I was told to take a photo, showing a 2"x4" board across the bed and a ruler to show the extent of wear. I explained to them that I do not have a cellphone by which to do this. In June, I purchased an instamatic camera and took photos of the mattress to the store.Mattress Firm then sent a detailed description of a set of pictures that they would need to process the claim. I responded by taking them and sending them to the ****************** They kept requesting more photos, claiming that I would need someone to take cellphone photos. I relayed to them several times I do not have a cellphone by which to do this. I sent them the last two photos they asked for (i.e., a photo of the bed with the linens off to show the four corners). I told them if that wasn't going to be satisfactory, I would have to consider filing a Small Claims affidavit. They responded with the list of photos (i.e., a detailed list which they had previously requested) that had already been sent.When it seemed they were not going to be satisfied with the photos I sent them, I requested an inspection, which I was told by Mattress Firm I could request for $79.99. I offered to do this, but I was told that there was no one in our area.I was told initially by Mattress Firm that 0.5" for the first year is to be expected. The mattress purchased shows indentation of l.5". I think that it is inconceivable to expect a customer to pay that price again one year later.In the last e-mail from Mattress Firm ***************** they told me that the case was closed, and to see the previous email for details; that they had reached a decision, and the inspection results were enclosed in that email. The only information they sent was in the form of a coupon.

  Business Response

  Date: 08/30/2023

  *********************************;

  Customer Answer

  Date: 09/14/2023

   
  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.

  On September 13th (Wednesday), Mattress Firm delivered a new mattress.  I am pleased with their response and consider the matter resolved.  Thank you for your ***operation.
  
  Sincerely,
  
  *************************