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Business Profile

Mattresses

Best Mattress, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Best Mattress, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Best Mattress, Inc. has 21 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 3 complaints 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 type

    • Initial Complaint

      Date:05/13/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      ******, 77, has severe arthritis in her left shoulder and back. She has an appointment at the ************************* on May 23 to set a date for reverse shoulder replacement surgery. Her 9 year old mattress made sleep very uncomfortable. We visited the ********* Best Mattress store and bought an extra firm mattress which was too firm. Back at the store, we exchanged it for a new $2999.99 firm mattress. Best Mattress offers a one time 120 day return or refund policy, with a $200 restocking fee. The "new" mattress delivered was clearly a restocked, used mattress. ****** slept on it for 2-3 nights and said this new mattress is sagging more than the 9 year old one. I lay down on it. I thought I was lying in a hole with my feet in the air. ****** sleeps alone, I sleep in another bedroom due to snoring. The hole on one side of the "new" mattress seems deeper.. I am 85, 172 pounds, retired Major, ****; ****** weighs 135 pounds. The store manager, ******** ******, also charged us for a mattress cover which we did not want or need. He said the cover was free. The invoice does show a free cover, but also a $120.00 for an additional cover. The difference we paid for the exchange with the credit for the returned mattress was $2,079.71--add $120.00 for a total of $2199.71. We want Best Mattress to pick up the mattress without a restocking fee or a deliver/pick charge and issue a refund of $2199.71.

      Business Response

      Date: 05/15/2025

      We have contacted ****** ******** to reach a solution.

      Customer Answer

      Date: 05/16/2025

      Have not received message from Best Mattress on resolution to this complaint.  Unable to accept or deny resolution until reviewing their response.  Complaint #********.  please resend the message.

      Customer Answer

      Date: 05/20/2025

       
      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,

      ****** And ****** ********

    • Initial Complaint

      Date:05/06/2025

      Type:Product 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 am writing to you today to request your assistance in resolving a dispute with Best Mattress regarding Order ********. I purchased a mattress from Best Mattress, and upon delivery, I immediately noticed a very strong, unpleasant chemical smell. Despite waiting several weeks, the smell has not dissipated and is making it impossible for me to use the mattress.I have attempted to resolve this issue directly with Best Mattress. I contacted the store manager, *****, who did not provide a solution. I also visited the store, where a representative attempted to sell me a more expensive mattress and suggested an exchange. However, given the strong and persistent chemical odor of the initial mattress, I no longer trust the quality of their products and am concerned about the health implications of using any mattress from their store.The chemical smell is so severe that I have been unable to sleep on the mattress since it was delivered. As a result, I have been sleeping on the floor, which has aggravated my existing back problem. I am currently receiving chiropractic treatment for this condition.I believe the chemical smell is a defect in the mattress, and therefore, Best Mattress should be responsible for resolving this issue. I am requesting a full refund for the mattress. Best Mattress has stated they will charge me a $500 return fee for a brand new mattress, which I believe is unreasonable given that the issue is due to a defect that makes the mattress unusable and potentially unhealthy. I would have gladly kept the mattress if it did not have this offensive and persistent chemical odor.I am kindly asking for the Better Business Bureau's intervention to help me obtain a refund for this mattress. I need to resolve this issue so that I can purchase a new mattress and no longer have to sleep on the floor, which is negatively impacting my health and well-being.Thank you for your time and consideration in this matter. I have attached a copy of my purchase receipt

      Business Response

      Date: 05/06/2025

      We are sorry to hear that ***** ********* is unhappy with her mattress and we would be happy to assist. We do need ***** ********* to return our calls during business hours and speak to our customer service **** The images provided by ***** ********* show screen shots of a chat from the website and several after hours as stated online.  We do not have anyone named ***** that works with Best Mattress. Please call ************ and leave the number that you can be reached Monday through Friday 10am to 4pm so that we may speak to you. We do have our call log showing your initial call 16 days after receiving the mattress. You were instructed to come in and re-select and fill out paperwork for this. We have your signed request dated 4-5-2025 for the re-selection. We have our call log showing you called in 4-9-2025 and said you no longer wanted a re-selection that you wanted to just do a return. We left a message on your machine on 4-10-2025 to discuss this. You returned that call and left a message on our machine 4-12-2025. We called twice more 4-14-2025 and 4-17-2025 leaving messages both days that have not been returned. The transportation fee of your purchase is not refundable. The other items on your order are not refundable, therefore a full refund is not able to be processed. Please call as stated for assistance with your mattress return.

      Customer Answer

      Date: 05/06/2025

      I've attempted to call multiple times today, but the phone goes unanswered. I previously spoke with a customer service manager, I believe her name was ***** or *****. I called twice today and couldn't reach anyone. You can contact me at **********, and I also left a voicemail. I was originally interested in an exchange, but due to the lack of communication, I've lost confidence in your store. I need to resolve this issue so I can purchase a new mattress. I understand I should pay for the delivery service but I shouldnt be charged 20% for returning within the allowed timeframe. The mattress has a very bad chemical smell and you should take ownership for that instead of blaming it on the customer. This is causing me a health problem and Im not using my bedroom because of the bad smell. Im sleeping on the floor thanks to you. 

      Customer Answer

      Date: 05/07/2025

       
      Complaint: 23291065

      I am rejecting this response because:

      I've attempted to call multiple times today, but the phone goes unanswered. I previously spoke with a customer service manager, I believe her name was ***** or *****. I called twice today and couldn't reach anyone. You can contact me at **********, and I also left a voicemail. I was originally interested in an exchange, but due to the lack of communication, I've lost confidence in your store. I need to resolve this issue so I can purchase a new mattress. I understand I should pay for the delivery service but I shouldnt be charged 20% for returning within the allowed timeframe. The mattress has a very bad chemical smell and you should take ownership for that instead of blaming it on the customer. This is causing me a health problem and Im not using my bedroom because of the bad smell. Im sleeping on the floor thanks to you. 


      Sincerely,

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

      Business Response

      Date: 05/12/2025

      Consumer has been contacted.

      Customer Answer

      Date: 05/12/2025

       
      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,

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

      Customer Answer

      Date: 05/15/2025

      Iam writing to formally request an update regarding the refund for the mattress. The mattress was picked up by Best Mattress on May 8, and they assured me that a refund would be issued.
      Despite this, I have not seen the refund, and I have not received any communication from Best Mattress confirming the refund process. Additionally, I have received multiple calls from ************** regarding a payment, but I have informed the bank that the mattress was returned and the refund is pending from Best Mattress.
      Please consider this as a formal request to process the refund for the returned mattress promptly. I kindly ask for confirmation of the refund issuance and any relevant details to resolve this matter with ************** soon as possible.
      Thank you for your immediate attention to this issue. I look forward to your prompt response.

      Business Response

      Date: 05/16/2025

      We do not hold the Synchrony account. Your billing is done through Synchrony. We can pass on this information, the same as Synchrony can tell you if you speak with them. - It takes up to TWO billing cycles for any credits to show on a Synchrony account. Not making payments may result in late fees and your promo being cancelled due to non-payment and your interest rate going up to *****%. Your account was submitted in March, a full refund is not due and you are aware of that, therefore it is in your best interest make payments that are due.

      Customer Answer

      Date: 05/16/2025

      Hello, it appears that the terms we initially agreed upon have been altered. The final agreement I received clearly states that the merchandise refund is $1,626 and the 20% restocking fee has been waived this one time only and I will be just charged the $99 pick up fee. Have you issued this refund? What do you mean Im not going to get a full refund? Why would I begin making payments for an item that was returned? You also mentioned that I do not owe anything additional. Please stop the games and fulfill your part so we can put an end to this matter. The bank has informed me they will contact you to confirm that the mattress has been returned. If you can issue a refund for the full mattress amount as agreed that would be greatly appreciated. This is the standard procedure when an item is returned, the company issues a refund for it. I dont have the mattress anymore. Thanks

      Customer Answer

      Date: 05/16/2025

      Its okay I will talk to the bank directly, appreciate it 

    • Initial Complaint

      Date:07/18/2024

      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.
      On May 23 2023 I bought a temperpedic mattress from best mattress I had also got a cover for the mattress and some pillows. Go figure while Im washing the cover I get a few stains on the mattress which I try to wipe up I have 4 kids so c*** happens. Anyhow yesterday I put in a warranty request because this bed is not even 2 years old and already blowing out on my side of the bed. They deny my request. I do not see how they can deny the request the side was blown out before I ever took this **** cover off but they insisted I take it off for their pictures. I only took it off for their pictures and now they say oh now youre not covered.

      Business Response

      Date: 07/29/2024

      We are sorry to hear ******************** is unhappy with her Tempur-Pedic purchase. I reviewed the pictures provided and it is a fact that the mattress has been soiled multiple times. A mattress cover is an integral part of protecting your mattress investment. All bedding manufacturers void the warranty when soiling is present. Excerpt below is from the warranty pertaining to Tempur-Pedic product for your information.

      "Physical abuse or damage to the structure and/or cover material, including but not limited to, *****, cuts, tears, liquid damage, or stains. This Limited Warranty does not cover damage, deterioration or degradation of the mattress due to liquid exposure, either singularly or over time, including, but not limited to: bodily fluids, beverage spills, animal waste, cleaning products, or any other liquid or moisture exposure."

      We apologize for being unable to assist ******************** with a claim on a soiled mattress.

      Customer Answer

      Date: 07/29/2024

       
      Complaint: 22008986

      I am rejecting this response because:

      I am rejecting this response because: This mattress has no damage of any sort the mattress cover had a little stain that only happened after i took mattress protector off for the stupid photos that i spot cleaned like the mattress stated to do. These are pictures i took after i took matrress cover off to show there is nothing on it. there is a crack in the mattress on my husbands side of the bed and my side shows caved in I can feel metal coils and the glue on the mattress looks like its come undone. This is a defect I did not cause this damage.



      Sincerely,

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

      Customer Answer

      Date: 07/29/2024

      I am rejecting this response because: This mattress has no damage of any sort the mattress cover had a little stain that only happened after i took mattress protector off for the stupid photos that i spot cleaned like the mattress stated to do. These are pictures i took after i took matrress cover off to show there is nothing on it. there is a crack in the mattress on my husbands side of the bed and my side shows caved in I can feel metal coils and the glue on the mattress looks like its come undone. This is a defect I did not cause this damage.

      Customer Answer

      Date: 07/29/2024

      I am rejecting this response because: This mattress has no damage of any sort the mattress cover had a little stain that only happened after i took mattress protector off for the stupid photos that i spot cleaned like the mattress stated to do. These are pictures i took after i took matrress cover off to show there is nothing on it. there is a crack in the mattress on my husbands side of the bed and my side shows caved in I can feel metal coils and the glue on the mattress looks like its come undone. This is a defect I did not cause this damage.

      Customer Answer

      Date: 07/29/2024

      I am rejecting this response because: This mattress has no damage of any sort the mattress cover had a little stain that only happened after i took mattress protector off for the stupid photos that i spot cleaned like the mattress stated to do. These are pictures i took after i took matrress cover off to show there is nothing on it. there is a crack in the mattress on my husbands side of the bed and my side shows caved in I can feel metal coils and the glue on the mattress looks like its come undone. This is a defect I did not cause this damage.

      Business Response

      Date: 08/20/2024

      We stand by our original response.

    • Initial Complaint

      Date:03/14/2023

      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.
      On Friday March 10th at 10:45 I was scheduled to have a mattress that I previously paid for exchanged with a new mattress within the 30 day trial period. When the guys came to exchange my mattress they took photos of private property in my bedroom without consent. Based on the photo they took they determined they would no longer exchange my mattress. They also made accusations stating that there was a smoke odor in my bedroom when I have not and do not smoke inside my apartment. The fact that a random man took photos of my bedroom and belongings with out my consent is what the real issue is. I have no idea what other photos this man may have taken in my bedroom... I am young female that lives alone and it really has me concerned a scared. I would really appreciate the BBB to look deeper into this issue.

      Business Response

      Date: 03/15/2023

      We are sorry that ***************************** is unhappy with her product. Picture taken in the home was of the apparatus  located next to the bed showing some type of smoking was happening in the home. As documents attached fully disclose no odors including smoke can be on the mattress in order to be eligible for an exchange.

    Best Mattress, Inc. is BBB Accredited.

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