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Business Profile

Mattresses

TrueSleep Mattress Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 ordered a mattress on 1/26/24 it arrived and they never called for us to come pick it up. Finally on 2/27/24 I was contacted for delivery on 2/28/24 (which we had not selected) it was delivered and on 2/29/24 we knew it wouldnt fit our needs so we called to arrange an exchange on 2/29 it is now 3/29/24 and we still have no mattress. I call to try and speak to an associate and they wont answer the phone, when they do they have no information and say theyll call you back and dont, they pass it off to the other people working there and they also never call. you have to present in person at the store to confront them. Unfortunately the 2 male employees who will try and help you dont have authority and answer to a female who has admittedly told me to my face she just didnt feel like picking up the phone today while working. I either want the correct mattress or want a refund.

  • Initial Complaint

    Date:03/14/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 January 27, 2024, I ordered a Nectar Copper Premier Mattress from store associate *******. I was told I would receive the mattress delivered to my home in 15 business days. After a month I had not received the mattress and no communication from the store. I spoke with ******* twice and she said "oh your mattress is here whoops. We will deliver it tomorrow". The company came for delivery and I told them it was the wrong mattress and they said they had to leave it because they were told to. I called the store immediately and they confirmed it was the wrong mattress, "you received someone else's and they received yours. We will pick it up and get yours to you." That was over four weeks ago. I requested a refund three weeks ago and have since called numerous times to get a refund. They refuse to give me my money back. They refuse to pick up the mattress and I do not have a vehicle big enough to return the mattress. I have emailed the owner ****** with no response and have left two messages that I want a call from him with no call. ******* has said multiple times she will not give me my money until the mattress that I didn't order is picked up. They refuse to pick it up. I have since ordered directly from the mattress company and received my product in four days. I have put a dispute with the credit card company for the charge to True Sleep since they have never fulfilled my order and refuse to ***** a refund.

  • Initial Complaint

    Date:03/07/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 on 12-18-23 they delivered the wrong mattress on 1-17-24 and i still have not recieved the correct one, and they will not come to get the incorrect one. They will move return calls or text .

  • Initial Complaint

    Date:10/31/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 adjustable frame, mattress, set of sheets and a mattress protector on August 28,2023. They delivered the wrong frame, mattress and mattress protector on October 13,2023. I paid for the BT3000 frame they delivered the BT2000 frame not the BT3000 and no sheets. I'm paying for something that wasn't what I ordered. I need help if at all possible getting this straightened out. I paid $7171.96 total for this and would like it back and I'll go back to my old mattress. This is very upsetting. We're older people 78 and 76 and it's hard to **** over to make the bed because when set up they never put the legs on. It's close to the floor

TrueSleep Mattress Store is NOT a BBB Accredited Business.

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