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:12/11/2024

  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 went to this Mattress Firm to select a medium mattress. The one I selected was a Stearns and Foster medium mattress. When I returned home I realized that the manager had placed an order for a soft mattress, which I cannot use. I called him immediately to have the order changed but he insisted that he ordered what I had selected. The mattress delivered is a soft mattress which I cannot sleep on; I'm now sleeping in the guest bedroom. Because this was a final exchange--my husband and I returned a ultra firm king for two twin XL mattresses, I cannot directly exchange it. This IS NOT the mattress I selected at the store. I have paid $2258 (including tax) for a mattress I did not choose.

  Business Response

  Date: 01/30/2025

  Good afternoon ********, when purchasing a mattress from Mattress Firm our policy is that customers gets to try original mattress purchase for 4 months risk free 100% money back guarantee, if customer doesnt like their mattress they are  allowed one exchange or a full refund, ********* chose to swap a solid king for a split king ( two twin ex long mattresses) she was informed that this was her final exchange and her mattresses have to be special ordered and are not refundable or exchangeable. ********* signed a form agreeing to the final exchange policy.  any questions cal ###-###-#### .

  Customer Answer

  Date: 02/01/2025

  Complaint: ********
  
  I am rejecting this response because:

  Dear Dispute Resolution Department,
  
  It is the no return policy that allowed this scam to be perpetrated.
  
  As the response to the BBB states, my husband and I returned a full king mattress for a split king. My husband wanted the same mattress we had, so there was no choice to be made on his part. On November 20 I went back to Mattress Firm to select the mattress I wanted. I only looked at medium mattresses. I have never owned a soft mattress. They harm my back. Mr. Frank R*****, the store manager, in fact, assisted me in looking at a variety of medium mattresses. I ultimately selected the Stearns and Foster Estate medium.
  
  When I got home I realized the order had been made out for a soft Estate mattress. I called the store immediately, at 1:42 by my phone records, pointed out the mistake, and asked Mr. R***** to change the order. He adamantly refused to do that. He said I had chosen a soft mattress, which was untrue having not even tried them.
  
  If this sale had been about the customer’s needs, Mr. R***** would have recognized the error and changed the order, since he had assisted me. He also could have requested that I return to the store to verify the selection. Instead he completely refused to consider a change. He had what he wanted, a document that would rid him of a soft mattress, and a no return policy.
  
  But I ended up with a mattress I never selected, didn’t want, can’t use, and can’t return.
  
  This scam cost me over $2000. In retirement that is quite a hit for my husband and me to take.
  
  Sincerely,
  
  **** *********

  
  
  
  
  Regards,
  
  ********* *********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:12/05/2024

  Type:Sales and Advertising 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.

  I bought several mattresses and did not like their quality. I asked for refund.