Complaints

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

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Mattress Direct has 19 locations, listed below.

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  Mattress Direct

  4280 N Service Rd Cottleville, MO 63376-3966

• 

  Mattress Direct

  410 Thf Blvd Chesterfield, MO 63005-1157

• 

  Mattress Direct

  2156 Michigan Ave Arnold, MO 63010-2145

• 

  Mattress Direct

  7002 S Lindbergh Blvd Saint Louis, MO 63125-4302

• 

  Mattress Direct

  1026 S Brentwood Blvd Saint Louis, MO 63117-1127

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:01/26/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 have had multiple discrepancies with this company in my time doing business with them. I was treated very rudely by an employee at the Saint peters location and was sent to the Bridgeton location to purchase a mattress. The mattress was delivered with holes at the bottom. Apparently it was ripped during delivery and because the holes were at the bottom. I didn’t notice it until I was making the bed. I have contacted this establishment on several occasions sent several emails of pictures of my damage. I tried to speak with someone from the location today and was talked to extremely rudely and told that it was my responsibility. That person was very rude. we went back-and-forth. They tried to get the police involved. The police stated that they would be upset as well and for me to keep contacting corporate. I am no longer contacting the company as I’ve tried to on several occasions, so I am now filing a Better Business Bureau complaint . The mattress was delivered to me ripped in both sides of the bed by the handles.

  Business Response

  Date: 01/27/2023

  We are sorry to hear that Ms ******** did not have the best experience with her purchase. Mattress Direct is local company that specializes in custom fitting for the best mattress factory direct. We do also offer lots of clearance or year end closeouts on products that are no longer in production, and that is how she found us on a ******** marketplace ad. The original location she went to did have the model she was interested on the floor but was already spoken for by another guest. She travelled to another location where one of our Customer Service agents addressed her concerns and was able to get the same mattress at almost 30% off and free delivery setup and removal for her inconvenience. The mattress was a retired floor model that was on the floor of our showroom for over a year, and had nothing but normal wear and tear. Ms ******** was given all the policy paperwork explaining that the mattress being a clearance as-is item, did not have the manufacturer's warranty and falls under the all sales final purchase. Attached you will find the documents from the delivery service ,a picture from the day of delivery and the signed receipt that the merchandise was delivered with no damage done to the home or items being delivered.  We encourage her to keep using the product as it is a fantastic mattress with superficial wear and tear that does not affect the performance of the mattress.  
  

  Customer Answer

  Date: 01/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:I obviously did not flip the mattress to see underneath during delivery. I did not see the mattress was ripped open on both sides until after they left and I began to put sheets on the mattress.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:10/30/2022

  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.

  October 28, 2021: Purchased a mattress and foundation from Mattress Direct for $863.59 Due to an extended delivery time, order was canceled by us on December 15, 2021. This was prior to receiving the purchase. April 2022: Discovered that the refund for purchase had not been credited to credit card account. April 22, 2022: Contacted ***** at Mattress Directs ******** ** store. Informed him that refund had not been credited to our account. He informed us that he was texting the corporate office to inquire about the status. He included pictures of the receipts in this text. He stated that he would get back to us and provided the corporate number at the ********* ** store. We then spoke with **** at the ********* office about the situation. He said that he would contact us NLT afternoon of April 23. No communication was received.April 29, 2022: Spoke with ***************************************. ***** emailed *********************** explained the matter, requested she address the issue and contact us. No communication was received from ***** or ***. June 20, 2022: Met in person with *********************** at the Bridgeton location. She stated that she does not work with "the financial end of things" and told us that she would pass the matter to "Pat" (********************, owner, Mattress Direct ***** who she stated would meet with "the bookkeeper" sometime within the next 45 to 60 days. *** stated that "Pat" would handle the matter then. *** stated that she would contact within 24 hours to confirm. *** also took pictures of documents. No communication was received. September 24, 2022: Attempted to contact ********************. A certified letter explaining our situation, concerns, and expectations was sent to him at the corporate office. Delivery of this letter was declined. An email copy of this letter was also sent to both *** and ***. In this letter we requested that Mattress Direct contact us to address the matter. Again, no reply was received.

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising 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.

  I purchased two twin beds on August 5th from the St. Peter&#**;s store. I paid $825.65 by a personal check. They told me that the H3333383432**33323330Hes would be delivered September 4th. They were not. I have called repeatedly and they have given me every excuse in the book: from the plant is moving to telling me that I should pick out another set of H3333383432**33323330Hes or even take floor models. They&#**;ve told me that they would reimburse me for the purchase but they also have excuses (like the bookkeeper is out) for not refunding my money. I think they are trying to steal from me. I&#**;ve already had to go buy H3333383432**33323330Hes elsewhere.

  Business Response

  Date: 11/01/2022

  We are sorry to hear that you needed to cancel your purchase. When a customer pays with a credit card the refund process only takes a few days. Unfortunately when a payment of cash or check needs to be refunded it does require a corporate check from the accountant and they only do that process once a month. When canceling the order the sales associate should have made you aware that since they only do that process it could ***********-8  weeks before the corporate check would be mailed, when looking at your order the cancellation was in this time frame. 

  Customer Answer

  Date: 11/07/2022

  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,
  
  *********************

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 purchased a mattress from the South Lindbergh Marshall home location of the St. Louis Mattress Direct company.
  The purchase was made on September 25, 2021. Upon receipt of mattress, it was immediately noticed that the mattress had defects. Defects include missing stitching, stitching that was completely falling free from the actual mattress, and a broken handle when trying to move mattress after placing sheets on it. Numerous attempts were made immediately upon noticing said defects. Defects were reported to the warranty claim feature on st.louis mattressdirect.com website. Evidence shows that I have submitted seven separate claims on the claim site with no response. Multiple phone calls were made to the Limburg location and I was continuously told to check my spam mail. After submitting numerous requests to the website, and not hearing anything back I called the Lindburg location again after some pressing, I did check my junk email and received one reply to a warranty claim.
  The email requested further pictures. I obliged and sent 5 to 10 more pictures evidencing the damaged mattress. Since that time I have called the Lindbergh store 10 times to no avail. Each time I was told to check my spam and continuously told to call back. Now that we are in The 11th month, almost a year to the day that I bought the mattress was still no communication, I am reporting this lack of action on mattress directs part. As such I am not only requesting a full refund for my mattress, but a replacement mattress as well.
  
  If the company so chooses to reach out I have evidence of every communication that was made to the company, with only the ONE response requesting more photos- And to that end, I’ve never even heard back from that email correspondence.
  PLEASE ADVISE-

  Business Response

  Date: 10/06/2022

  We are sorry to hear there were communication issues. The original purchase location on Lindbergh was closed and the phone number could only be forwarded for a short time. It looks like one of our customer service representatives was able to get the information passed along and the exchange has been submitted. 

• Initial Complaint

  Date:08/26/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 purchased a mattress from this company 2 years ago, this purchase came with a 8 year warranty. The mattress is not holding up as it should and I called to get them to replace it. They asked for photos and documents,which I provided, but they are just giving me a run around. They are now wanting me to stand the mattress upright and send them even more photos. I am disabled and can not physically do as they are wanting me to do.

  Business Response

  Date: 08/27/2022

  As you can understand, we must simply follow the warranty guidelines set forth by the manufacturer.  The warranty information was attached to the mattress at the time of the delivery or can be found online. The warranty claim department digitally analyzes photographs following the manufacturer's warranty guidelines and restrictions.

  In order to be considered for repair or replacement the mattress does have to meet their guidelines. The claim is in process and pending on needing more information. They have requested photos from the customer to be able to verify they have the needed  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. There are certain things that happen, at certain points of the mattress, that indicate a defect in the workmanship of the product or general wear and tear.