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:04/07/2023

  Type:Service or Repair 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.

  We were contacted a few times by the salesperson inviting us to drive and hour and a half to check out a mattress. We drove and hour and a half to the store, spent significant time before purchasing a mattress. We were unsure about the mattress and expressed that to the salesperson. Other competitors told us that we could have a full refund if we didn't like mattress from their store, America's Mattress (AM stated that their competitors were not honest. Turns out, AM is not honest either. We were told that if we didn't like the mattress that we could return it. AM was vague about warranty. While there was mention of a comfort guarantee, the details were not communicated. The sales person continued with a "don't you worry honey, we will take care of you, we want to make sure you are happy, trust me." We rented a uhaul and drove 1 1/2 hour back to the store to pick up the mattress to bring home. We did not sign the comfort guarantee. The front part of the form we were told to sign stating that we picked up the mattress, with more sales pitches. After a week we were both in back pain due to the mattress. The mattress began to sag. My wife stopped by the store and the manager tried to suggest spending $1,000 more to purchase another mattress. I called to explain that we were told inaccurate information about the return policy and the manager got aggressive over the phone. We returned the store once again to look for another mattress and the salesperson discouraged us from getting a mattress at lesser cost. There we no compatible mattresses for equal value, AM tried to up sale. We were told that there was another mattress that may be available but that the company doesn't have it on the floor because there is not enough room. As we researched other mattress places and AM, that mattress has been discontinued by the company. Again, inaccurate info from AM. AM should resolve

  

  Business Response

  Date: 04/14/2023

  This customer purchased a mattress on 1/7/23 and was picked
  up from our store on 1/17/23.  After reading
  the customer’s complaint, here are a few items I would like to point out:
  

  Returning the mattress vs. exchanging the mattress-Our
  return/cancellation  policy is clearly
  printed on the front of our invoice.  The
  customer’s father, *****, paid for the purchase and signed the return/cancellation
  policy on the day of purchase.  Due to
  the purchase being done several months ago, we assume, but cannot state for
  certain that the complainant read the policy before the father signed the
  form.  The printed policy states that
  items can be cancelled for a full refund prior to delivery.  After delivery, mattresses can only be exchanged
  following our 125 Day Comfort Guarantee Policy (please see attached signed
  invoice).  We have never allowed for
  full refunds after delivery, so it would not be logical for a salesperson to falsely
  state this, especially when our invoice clearly states the policy and we have
  the customer sign the invoice at the time of sale.
  

  Form signed on day of pickup-The only signature required
  on this day was to confirm the mattress was picked from the store. 
  

  Warranty vs. Comfort Guarantee-The warranty is
  provided by the manufacturer.  Each manufacturer
  post their warranty info on their websites for anyone to see, so there is no
  need for us to be vague about the warranty. 
  It primarily covers manufacturing defects, such as a broken coil or body
  impressions over a certain limit.  If the
  customer thinks their mattress is defective, they are welcome to file a claim
  on the manufacturer’s website. 
  The comfort guarantee is provided by our company.  It allows the customer to do a one-time exchange
  withing 125 days after delivery.  This
  option expires at the close of business on 5/20/23. 
  

  In closing, we must decline the customer’s request for a
  full refund.  However,  he is welcome to use his one-time comfort exchange
  prior to 5/20/23, or he can file a warranty claim if he feels the mattress is
  defective.