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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:01/11/2024

      Type:Product 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.
      In Feb 2023, I purchase a full size bed at the cost of $1,126.53. I ask if they could hold the bed till I was ready to pick it up. They said no problem. My husband had died and I was changing his office to a bedroom again. I called them several times throughout the year if they still had it. They told me yet, it was taking me awhile to do this room. I called them throughout the year to make sure they still had it. In Sep I was told they couldn't find the invoice but still not a problem. I called in Nov and they still said not a problem. I went to pick the bed up on 15 Dec and was told someone picked it up 3 Aug 23 and the file was closed. I ask who picked it up and couldn't get an answer, only that the file was closed. Today I was told I couldn't even get a refund because the file was closed. The customer # is ******** and sales order is ******** dtd 2/4/23. I don't know if I should contact my credit card company yet or wait. This complaint is with the Bridgeton Store, not Cottleville. *** ** *****, ********** ** *****. Phone is ************.

      Business Response

      Date: 02/06/2024

      Appears the account was notated as, son picking up, the pick up was scheduled and ticket printed for pick up after and was closed. The warehouse has done several inventory reports and have not found any discrepancies with these items. 

      Customer Answer

      Date: 02/07/2024

      When I ask multiple times who picked up this bed, they wouldn't not tell me. Now they say my son!!!!

      MY SONS are ******* ****** or ******* ******. You will not find their name on this pick up invoice. Why won't they say who has the bed. I can't believe this cannot be resolved with a decent answer. I NEVER said anything about my SON picking this up. Why won't they tell you who picked up the bed. I think an employee thought it was forgotten and got a new bed, This is so wrong.

    • Initial Complaint

      Date:12/08/2023

      Type:Service or Repair 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 bought a Harmony Plus mattress on 4/16/21. In the center of the mattress the coils broke and the mattress has collapsed. I was told by the Edwardsville, IL store that it is still under warranty. I filled out the form online on 9/20/23. I have not heard back from the company. I have called customer service and I either get a leave a message or the message room was not set up. I would like Mattress Direct STL to honor the warranty and replace the mattress. The web team ticket number for Mattress Direct is ****

      Business Response

      Date: 12/13/2023

      The manufacturer's warranty guidelines require adequate support. The online claim department requested additional photos because the type of wear the mattress is showing is typical of a broken box spring slat or the framing system. The claim is still pending the additional information listed below. 

      9/23/2023 10:33:15 AM The manufacturer is reviewing your claim and has requested some additional photos, you can reply directly to this email with the needed information. 

      1. A photo of the support frame the mattress and box are resting on.
      2. A photo of the foundations the mattress is resting on. 

      The wear pattern shown in the provided photo is typically of a broken box spring slat or the framing system. The manufacturer is looking for proper support to ensure your warranty is intact. 

      Customer Answer

      Date: 12/13/2023

      Here are additional photos. I don’t understand why no one contacted me directly about the photos. I would have sent them immediately. Are they still honoring the warranty?

      Customer Answer

      Date: 12/13/2023

      Here are additional photos. I don’t understand why no one contacted me directly about the photos. I would have sent them immediately. Are they still honoring the warranty?

      Customer Answer

      Date: 12/13/2023

      Here are the extra photos

      Business Response

      Date: 12/14/2023

      The additional photos attached here appear to be more of the mattress. The warranty claim department needs a photo of the frame or furniture the mattress is resting on, suggested to pick up the mattress and box spring  to verify frame has adequate support. When doing this go ahead and snap a photo of the bottom side of the box spring or foundation to make sure there isn't any broken boards. This wear pattern is typical of an issue with one of those items. If there is no issue with either the box spring or bedframe we would anticipate an approval. Please send the needed photos to ***************************** to be able to expedite the timeframe.
      Again the manufacturer has guidelines that have to be met in order to be considered for repair or replacement. 

      Customer Answer

      Date: 12/15/2023

      Here is the photo of the bed frame.

       

    • Initial Complaint

      Date:11/18/2023

      Type:Product 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.
      Mattress Direct, Customer #*******, Date of purchase 7/15/2023. We went into the Arnold location and worked with *****, we purchased a KX Plush Hybrid King mattress, total price was $5685.11. We were told there was a 4-6 week lead time with approximate delivery date of 8/20/2023. After calling in September and October we were told it was still on backorder. At the end of October we called and cancelled the order and requested a refund. We keep being told that it would take a day or two to process the refund and post to our account, now almost 3 weeks later they say they are still working on it. Since they billed our crediti card on day of sale, we have been paying interest on this $5685.11 for the last 4 months, and that money is non-refundable.

      Business Response

      Date: 12/13/2023

      We are sorry normally with a debit or credit purchase the refund could be initiated immediately however the original location the purchase was made has closed leaving the terminal inactive. The sales associate that cancelled the order with you took the correct steps for the corporate accountant to refund the purchase but processed it in the system incorrectly. The refund information has been escalated to our accountant and would expect the refund any day. 

      Customer Answer

      Date: 12/13/2023

      Complaint: ********



      I am rejecting this response because:



      We have been told for over a month that this was escalated to the accountant, and that it should be a few days for the refund, still NO refund!!!!

      I cannot understand why the store closing makes a difference, if I buy an item at ****** or ******* in Arnold, but return it to ****** or ******* in Manchester or another jurisdiction they can use ANOTHER terminal and process a credit card/debit card refund in seconds, it may take a couple of days to post, but this has been ongoing for about 5-6 weeks with NO resolution. This appears to be a delay, delay, delay tactic, as the company has filed bankruptcy. I just want a REFUND of what they received 4 months ago, and again, I have been paying INTEREST on this purchase since July, but have received NO product and NO refund after cancelling the order.





      Sincerely,



      **** ****

    • Initial Complaint

      Date:11/08/2023

      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.
      Purchased a $3300 mattress 11/22. Noticed on 7/23 sagging - contacted Mattress Direct. Because they offer 365 day replacement guarantee, we opted for that and chose a new and different mattress on 9/6/23. Same price point. It took from July 2023 to September 2023 to get assistance. Still no mattress. I have called over 30 times checking status. NOT ONCE HAVE THEY REACHED OUT TO ME. So here we are 4 mos after it all began still sleeping on a $3000 mattress that sagS and isnt even a year old. Ive called the store and the warehouse. Same answer not sure when it will be here. They all went into discussion about the fact theyre closing stores and vendors arent getting paid. Dont care, not my problem. Just want my mattress replaced as promised. Have a call into the local news station as well. Never again. Customer service is awful staff arent the brightest.

    • Initial Complaint

      Date:11/08/2023

      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.
      I bought mattresses and bed frames and one headboard. Paid $2,410.00 by check. When delivered the headboard did not fit. Delivery took it back and said I would get a refund. Headboard was $89.00. I went back months in a row but never got the refund. Was told bookkeeping is off campus among other excuses. It is the principle of the matter.

    • Initial Complaint

      Date:10/03/2023

      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.
      Purchase furniture 2years ago never received some items that were paid for a year later found out items were discontinued. Requested a refund for the items. Never received the refund have been trying to resolve this issue for the last 9 months.

    • Initial Complaint

      Date:08/15/2023

      Type:Sales and Advertising 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.
      It started in the center of the bed the threading has come loose, and as of this weekend all the threading on the bed in different sections is coming loose. The bed was purchased 04/10/2023, I noticed this issue three weeks after the purchase of this bed after changing sheets. I have called the business a few times and no one would return my calls. So, I went to the business and spoke to someone by the name of Ray and he instructed me to go online a file a warranty claim and he gave me his number if I had problems. I have called that number several times and that number does not work. I called the business on 08/07/2023 and I spoke to ******** she could not find anything and she said she would look into this and get back to me and I never heard anything else from her. I called back on 08/08/2023 at 10:30am and I spoke to someone and they said they would have someone get back to me, but I have not heard anything from anyone and that is the last conversation that I had. They guarantee if there is an issue that they would replace the mattress. I would like another mattress.

      Business Response

      Date: 08/18/2023

      Mattress Direct is happy to facilitate a warranty claim with the manufacturer in the event of an issue. In order to qualify for a replacement the mattress has to meet their requirement of being defective or structurally damaged, at this time the mattress does not fall into these categories but instead of aesthetics. All of the correspondence was sent through the email provided. We have attached the response below. 


      Thank you for contacting us regarding your mattress. We received a response from the manufacturer. At this time it does not meet the requirements set forth by the manufacturer for replacement. The mattress will continue to have the full manufacturing warranty and be covered under the Direct Assure Policy. 
      Customer Number: ********
      Reason for Denial: Quilting Threads should not effect the performance or comfort of the mattress. However, if the problem continues to worsen, rest assured your warranty is still intact and we will be happy to assist you in the process. In the meantime, we recommend rotating the mattress for more even wear.

    • Initial Complaint

      Date:07/28/2023

      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 purchased a King Harmony luxe L2 medium mattress on 5/25/23 for $2,600 and was told it would be about 4 weeks before I would receive it. It has now been been 9 weeks since I purchased it . I've called several times to get an update and continue to be told I would receive it next week. Today I called before reaching out to the Better Business Bureau and was told again I would receive it next week. Next week will make 10 weeks.

      Business Response

      Date: 08/18/2023

      Unfortunately, with delays of raw materials and shipping issues nationwide the mattress has not made it to our distribution center as of yet to be able to execute the exchange. The exchange is an active order we are waiting on alongside many other orders. If you wish to cancel the exchange, we can refund the difference and transportation cost, however it would require a new authorization for any future replacement.  Mattress Direct's team is working hard to get solid updates for everyone and we appreciate your patience with us so far. 

      Customer Answer

      Date: 12/06/2024

      Mattress director is the seller and their owner also owns the company that is the manufacturer.

    • Initial Complaint

      Date:04/21/2023

      Type:Delivery 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.
      customer number ******* Sales order ******* Invoice date 2/2/23 Down payment $840 I ordered 2recliners with expected delivery March 5, on March 17 I was contacted and told that they shipped the wrong items on the truck and sent to the store. I asked for a refund at that point and have received the run around ever since from the Washington store since I paid cash they have to process it at headquarters. I call the numbers the store contact provided and it goes to voicemail each time and no one calls me back. I need this money returned.

      Business Response

      Date: 04/22/2023

      We are sorry to hear there was an issue with your order. With a payment of credit or debit the refund is back in their account almost instantaneously. However a refund of cash or check does require a corporate check from the accountant and they only process payments once a month.  We see the refund was processed and have sent in an inquiry to check the status of the check refund. 

      Customer Answer

      Date: 04/24/2023

      Complaint: 19968044

      I am rejecting this response because:

      Their response states it takes one month to process however it has been 5 full weeks since order cancellation. This needs to be escalated further. An inquiry will not suffice as I cant even get the headquarters to return a phone call. I want the refund overnighted to me. 

      Sincerely,

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

      Customer Answer

      Date: 05/04/2023

      It has now been 2 weeks since Mattress direct responded and I still have not received my refund nor will anyone return my call. How can you close this case without a follow up on their internal investigation of where my refund is? How much longer do I need to wait before this can be further escalated?

      Customer Answer

      Date: 06/29/2023

      I received payment 

    • Initial Complaint

      Date:02/11/2023

      Type:Billing 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.
      I purchased a mattress from a store name Mattress Direct on Feb 3, 2023 for $2475.16. On Feb 6, 2023 the correct amount of $2475.16 posted to my Neighbors Credit Card, but in addition an erroneous amount of $2545.15 also posted on Feb 6, 2023. I informed Mattress Direct of the erroneous charge and they said their system does not show there were 2 charges. At the timeof the purchase the salesperson swiped my card and he told me he swiped it for the wrong amount of $2545.15. And he was going to swipe it again but the first amount of $2575.15 wouldn't be charged. So he swiped my card for $2475.16, but both amounts have been charged to my Neighbors Credit card. But Mattress Direct is stating their system is not showing the amount of $2575.15 only the amount for $2475.16. I asked them to credit my Neighbors Credit card, but they won't.Thank you for your assistance.

      Business Response

      Date: 02/13/2023

      We are sorry to hear there was an issue with the payment process during the credit card entry there was internet connection issues. The first authorization of $2545.15 still shows as a hold in our system, and should fall off usually in **** to business days depending on the banking institute the card is held with, we are still in that timeframe. The sales staff did recommend to contact the banking institute to discuss the duplicate charge, that is usually the only way to expedite the process. We anticipate the funds back on the card any day now.  

      Customer Answer

      Date: 02/16/2023

      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.

      Sincerely,

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

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