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Business Profile

Bedding

Mattress Direct

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bedding.

Complaints

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

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Mattress Direct has 19 locations, listed below.

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    Customer Complaints Summary

    • 30 total complaints in the last 3 years.
    • 7 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:06/03/2025

      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.
      Date of transaction was March 11, 2025. We ordered a king size mattress for $2,580.01. As of June 2, 2025, we still have not received product or refund. We requested a refund beginning May 17th. Poor communication from owner, ******* and there are multiple other reviews on ****** and ******** stating similar situations. The expected delivery was 5-10 business days.

    • Initial Complaint

      Date:05/03/2025

      Type:Product 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.
      Ordered mattress and adjustable frame on 12/16/2024. Store committed to 4-6 weeks delivery. By 2/16/2025 it still had not arrived. I called weekly and was told its coming next week, every week for a month. Finally they told me they didnt think they could get that model anymore. I requested to ****** order and refund purchase price. They agreed and said it may take a couple days. That was a month and a half ago. Ive been callling weekly during that period and they either tell be that they dont know what else to do, or that theyll submit the refund again. No refund has come through as of May.

    • Initial Complaint

      Date:04/14/2025

      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.
      Summary of Complaint I purchased a mattress for $2,288.68 on March 12, 2025, with a promised delivery date of March 26, 2025. When the mattress did not arrive, I contacted the salesperson, ***, who confirmed on March 26 that there was no tracking number and that the mattress was likely never ordered. After several days of follow-up, we agreed to cancel the order due to the lack of delivery or confirmation of shipment.Despite my numerous attempts to resolve the issueincluding over 30 messages, more than 15 phone calls, and multiple emailsI received no response from the business owner, *** ********, who, according to staff, is the only person who can authorize a refund. I personally spoke with Mr. ******** on April 9, 2025, at 1:20 PM at the ******************. He assured me he would call me right back but never did. I followed up with two voicemails the same day and continued trying to contact the store with no success.Employees *** and *** acknowledged my efforts and even mentioned that *** has done this to multiple customers, as reflected in recent negative ****** reviews. *** informed me, on 4/12, that due to the ongoing unprofessionalism and mistreatment of customers, she has submitted her resignation.On April 12, 2025, I contacted my credit card company and was informed that no refund has been initiated for the mattress purchase. This situation has been a nightmare, causing me significant stress, anxiety, and wasted time. As a business owner myself, I would never treat a customer this way.I am requesting a full refund of $2,288.68 and believe I should be compensated for the time and distress this experience has caused.I am also uploading the most recent emails, and the copy of the order. If anything else is needed such as the screenshots of all my other messages between the salesperson, *** and me, please let me know so I can provided those.

    • Initial Complaint

      Date:06/24/2024

      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.
      11-11-23: Transaction date, $1700.40: **** pd. 11-13-23 bank cleared check. No merchandise was received.

    • Initial Complaint

      Date:05/27/2024

      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.
      On June 22, 2023 I purchased a beauty rest mattress and mattress protector. I still have not received these items as promised. Original delivery time frame was 4 to 6 weeks. I called the locations in ************ multiple times after the delivery window. The employee provided promises but never returned phone call. I asked to talk to a manager. I later was provided ***'s name. He informed me he was leaving messages for his management team but he could not do anything for me. After working with *** over 3 months of inaccurate information. I need to file a complaint for a refund. I still have never received a phone call back and would like a full refund.

    • Initial Complaint

      Date:04/29/2024

      Type:Delivery Issues
      Status:
      Answered
      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 the mattress on 2/21.  We put $500 down.  On March 26th we cancelled the order because I found out the store was closed.   They told me it would take about 2-3 weeks.  Since March 26th, I requested a refund for my $500 back and I have called 4 times now.  They keep telling me that it is in progress.  Since March 31st, I can't get any response from them.  I called this morning and it's the same story, keep on waiting.  I cancelled the order on March 26th and talked to ***** at that time and she said I should be receiving it in a couple days, then after that 30 days, etc. 

      I want a refund of your money - $500.00.

      Business Response

      Date: 04/29/2024

      We are sorry to hear there is an issue with an order. The location that the purchase was made was closed in the estimated time for the mattress to arrive which is normally 3-5 weeks. Once the location was closed the customer decided to cancel the order and the deposit of $500 has been sent in to the accountant to process the refund. If it has not been processed we can start a new order with their deposit. 

      Customer Answer

      Date: 04/30/2024

      I have been waiting for my deposit of $500. since March 26, 2024.  I dont want a mattress just want my money back.  Please refund this as quickly as possible.   I have been patiently waiting for this to happen. Thank you 

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

    • Initial Complaint

      Date:03/31/2024

      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.
      Purchased a mattress and box springs and never received it , nor have I been reimbursed. Have made several calls and gotten no response back.

    • Initial Complaint

      Date:03/12/2024

      Type:Product 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 purchased a mattress from Mattress Direct on 2/12/24. We ordered the softest mattress in the relaxopedic line and were delivered the wrong mattress. They delivered the firmest version of the mattress through an error by the employee that submitted the order. After being notified of the error, 3 Mattress Direct employees confirmed the mistake was made on their end. They are unable to get us the mattress we ordered because it is not made any longer. I have asked for a refund several times but each time have been told that someone would call me. Nobody ever does. I have called and emailed the corporate office and no response through them either. The employees I have spoken to apologize for the error but say they are not authorized to give a refund. My wife and I are not able to sleep on the mattress making it worthless. We don't want anything extra, just our money back and they can come and pick up their products.

    • Initial Complaint

      Date:02/08/2024

      Type:Product 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 bought a mattress, box spring and a frame on 10/23/23. I was told that I would have to pick it up from the *************************. I get there and was told that they were having computer issues and did not have them in stock. I returned to the store to get a refund. They refunded me for the frame because I bought it directly from them but I have been waiting for my refund for the mattress and box spring since 10/23/23.

    • Initial Complaint

      Date:01/18/2024

      Type:Product 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 bought a H3333383432**33323330H in September 2023. I paid $1067.78 that was paid in full. I had a expected delivery date of October 2023. It didn&#**;t come in come in. I waited until November 2023 to cancel the order and requested a refund. The will not refund me

    Mattress Direct is NOT a BBB Accredited Business.

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