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:07/08/2024

  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 an infinity massage chair from mattress firm with a 5 year warranty. I called to make a claim because the zipper is defective and doesnt hold the entire head piece of the chair up. Infinity emailed me and said I was covered and they would order the part. Then someone else emailed the parts not available. I emailed them back on what they would do to fix it and they have ignored email and phone call helping me fix the chair and honor the warranty. I talked to mattress firm they said theres nothing they can do on their end, theres no communication and Im still making payments on this $6000 purchase, I need help the chair is a year old and they promised to fix it and its been 2 months.

  Business Response

  Date: 07/18/2024

  Hello, 

  We are working on a solution for this customer.  This customer placed an order through one of our vendors who broke the zipper at the time of delivery, and we were helping the vendor with sending the replacement piece but unfortunately it is not in stock.  Our management is working with the vendor to figure out a solution.  I am hoping we have an answer by tomorrow. 

  Thank you, 

  Crystal 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21940588
  
  I do not accept the business's response as a resolution to my complaint because: its been 5 days and no follow up response to what can be done even though the email said the next day, and I didnt want my case closing because I havent responded to the email I recieved. Is there additional info, we are over 2 months from when I was told they were gonna fix my chair. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/26/2024

  Hello, 

  After speaking with management and not receiving a response from Mattress Firm.  We will be moving forward with a full replacement for this customer.  Our tech support has left ******* a message to go over the whole process. I truly do apologize for the delay with this situation. 

  Thank you, 

  Crystal 

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair 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.

  Purchased a massage chair late Nov22. Did a lot of research and convinced by Rick that the chair I purchased would be perfect for me. Part of sale was a free extended warranty and white glove delivery service. Chair was delivered and white glove service took all packaging. Chair makes a loud sound when a valve opens and closes, called assuming they would send service tech to look at since it’s new and under warranty. Company won’t send a service rep because they insist it’s normal. I have had several people with chairs of their own say it’s loud and It’s not normal. I have gone to numerous massage chair displays and stores and found no chair that makes a noise like my chair does. Sales rep said my only option is to trade in or return the chair. Find out their marketed easy return policy requires returns to be in original packaging. First of all the white glove service provided with the purchase toll all the packaging. Secondly, is it reasonable for customers to save and keep all the packaging and large boxes just in case it needs to be returned. Requiring original packaging is unreasonable and not a fair business practice. Especially when company white glove service takes all packaging on delivery. I just wanted someone to look at the chair and fix the noise, company refuses to send out a service tech for the new chair and I can’t return the chair for a refund to purchase another chair.

  Business Response

  Date: 01/19/2023

  This gentlemen's repair issue has been resolved.  We have been in contact with the customer.  A Technician has fully repaired his chair and it is working as it should.

  Customer Answer

  Date: 01/19/2023

   
  
  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,
  
  
  
  **** *******