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Business Profile

Mattresses

Bear Mattress, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 1 complaint 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:03/29/2023

    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 sent out a warranty claim on 2/28/2023 and as of 3/29/2023 no response was received. I can only assume they do not provide any meaningful warranty coverage since they seem to ignore my emails.- I purchased the mattress on 6/14/2019 - I paid ****** USD for the ************************************ are small damages all over the mattress from the seams gradually breaking open over the past few years - No response from the company for a month - Order #*****

    Business Response

    Date: 03/31/2023

    We do apologize for any delayed response from the claims department. Our warranty is for manufacturing defects. A mattress will get wear and tear on it over the years. In looking at your photos and information, we do not see this as a qualified claim. We highly recommend using a mattress encasements and protector to help extend the life of your mattress.  

     

     

    Customer Answer

    Date: 04/02/2023


    Complaint: 19870680

    I am rejecting this response because:

    I had shown manufacturing defects on the sides of the mattress, and the mattress wore down unusually fast so that must also be due to a manufacturing defect.



    Regards,

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

    Business Response

    Date: 04/03/2023

    We will have the claims department review your claim again. Thank you. 

  • Initial Complaint

    Date:01/20/2023

    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.
    This is for my Order #******. I originally purchased a mattress from this company in December that was lost in transit and never arrived so I was re shipped a new mattress that was taking a while to arrive. It was being shipped to a fed ex holding center. Because it was taking so long, I concluded I didnt even want the mattress and once it was delivered Id return it but a rep emailed me telling me I couldnt return it because a lot of customers commit fraud that way. So now youre associating me with other customers and wont let me return my mattress I spent my money on? Then I went to pick up the mattress today from fed ex and was told the mattress wasnt there. I called customer service and the ********************** and bundle was delivered to TWO DIFFERENT STATES. I called in and reported this and was told Id get a call back. Then I just got an email saying it seems like Im committing fraud because I said I received the mattress, then said I didnt. What the f*** I never said I received the mattress #1! I said I wanted to return my unopened never used mattress because my idea was to have Fed Ex just ship the package back to the company until I was told no. I had no intentions at this point of wanting to get a mattress from this s*** company. Then today when I called saying the mattress was never even delivered to the correct place which shows on the tracking by the way!! I was told it seems Im committing fraud. These are HUGE accusations to accuse someone of! I would never recommend anyone to buy from this company unless you want to be accused of fraud and never get your items!! ??????? It it is the most disrespectful and disgusting thing to accuse someone of fraud just because they misunderstood my emails to them. Youre keeping my money on an undelivered item but Im the one doing miscellaneous things? No this company is a scam!!

    Business Response

    Date: 02/02/2023

    We do have internal procedures to help prevent fraud. We take all fraud seriously. In this case, this customer (who's name on the shipping and billing address is different from the one filing this compliant), had this same exact issue with another product they purchased from us 2021 - said it wasn't delivered and tried to get a refund - we did not issue a refund then. We are surprised that they would then buy a mattress from us after that first experience, but they did and the same exact story - said it wasn't delivered and trying to get a refund.

    When ***** says it was delivered and the customer says it wasn't, that creates issues that require a good deal of internal investigation to make a decision on how to proceed which is why we highly encourage all customers to select "Signature Required" on all mattress orders in order to help prevent delivery issues.

     

     

  • Initial Complaint

    Date:12/22/2022

    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.
    The shipment tracking tool showed that my mattress was delivered to my new apartment. But instead of it being the mattress, it was pillows. The tracking numbers somehow got swapped between the two products. Mattress hasnt even shipped yet.I specifically waited for the mattress to arrive, as I have no other furniture in the apartment yet.Ended up sleeping on the floor...Customer service has been mostly patronizing, without any indication that this is a priority for them. Nor are they communicating about how this will be resolved.I am now facing a situation where I moved and am without a mattress for at least another week (probably longer).I was offered a $50 credit and no update on when I will be receiving a mattress....un-"Bear"-able

    Business Response

    Date: 01/03/2023

    Our mattresses ship in **** business days from the time the order is place and this is stated on our website and FAQ. The customers mattress was shipped on the 7th business day after he placed his order which is within our stated time frame. We can not expedite orders or offer express shipping. Pillows ship separately.

    Unfortunately, there was a computer error in delivering the proper tracking number with the proper product which we apologized about and provided a $100 refund for inconvenience, but the mattress would not have arrived any sooner than when it did regardless of the computer error. 

    Customer Answer

    Date: 01/04/2023


    Complaint: 18630233

    I am rejecting this response because:

    During the entire process the business chose to ignore how their error impacted me, and continually pointed to the fact that they delivered the mattress within the timeframe that is outlined in their shipping policy (congrats?)

    When in reality, my issue was that the technical error on their end provided me incorrect shipping information for the mattress, upon which I based my move on. I ended up wasting an entire night looking for the mattress (which said it was delivered), cancelling plans for a guest to visit the following night, and ended up purchasing and sleeping on an air mattress for a week.

    Had I known the mattress was not coming for another week, I would have pushed my move off until It arrived...but they really cant seem to understand that it was the delivery of incorrect information that mis-informed my planning that is the issue. Not the inability of their operation to expedite orders.

    Yes, they provided me with $100 refund... only after multiple back and forth, and even then it was more to just shut me up than to actually show ownership of the issue on their side.

    Sure... Ill take the $100, but it hardly makes up for the inconvenience incurred (and barely covers the cost of the air mattress I had to purchase). And would have preferred to have my order expedited had it been possible... which they are adamant in repeating is not.

    Mattress is fine as a product... but **** was this customer support experience triggering during an already heightened state of moving....



    Regards,

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

Bear Mattress, LLC is NOT a BBB Accredited Business.

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