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Business Profile

Mattresses

City Mattress, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

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

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City Mattress, Inc. has 9 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 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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    • Initial Complaint

      Date:01/05/2024

      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.
      On 11/11/23, I purchased a mattress ($2,599 + $100 fee). This was a comfort exchange from my original purchase. Upon delivery, I discovered a bulge at the foot of the bed. At my request the mattress was replaced. I received the replacement on 11/25. When putting bedding on the mattress I noticed a hump. This defect was not noticeable at delivery as the mattress is dark navy. On 12/8 I emailed the sales rep to let her know about the issue. She sent a service rep out to look at the mattress. A rep came out on 12/19. He agreed there was a hump in the mattress that was significant. He said that the sales rep would be in touch regarding a resolution. On 12/20 I received a message from the sales rep that there was nothing they could do in terms of the warranty and that this type of issue is common. I returned the call and explained that I was not attempting to make a warrantee claim, I was interested in a full return. My complaint was forwarded to the regional manager, Mike S*****, who contacted me by phone on 12/22. Mike said the hump in the bed measured ½ an inch during the service visit and this was under the specs of what was required by the warrantee for replacement. I explained I was not making a warrantee claim, that I wanted to return the product as it was the 2nd I had received damaged. Mike explained that variance in flatness was common with this mattress and that it had passed inspection with the ½ hump. He said a replacement may not be any better. I expressed concern that this type of variance in quality would not be disclosed to customers prior to purchase. Mike offered a return on the mattress at 75%. I would be responsible for paying 25%. I did not feel this was a fair resolution given the mattress came damaged. I requested to talk with a rep at the next level of leadership about a resolution. He said that I would receive a call the following week. As of 1/5, I have not received a call. I am requesting a full refund of the purchase.

      Business Response

      Date: 01/12/2024

      In Response to Mrs. *******'s Complaint,
      We have received this complaint and, prior to receiving it, find that we have extended two fair and reasonable offers in order to come to an amicable solution. It should be noted that the original purchase was from 3/10/23 and we made an exception to our 90-day comfort trail when allowing Mrs. ******* to exchange that mattress to the one in question a full 8 months afterwards. This was not due to a warranty issue, rather a courtesy extended to her as a comfort reselect and an exception to policy. As noted by the customer, we did deliver this new mattress with a hump at the bottom of the mattress, possibly due to it being stored on end at our warehouse. We offered her the option to wait and see if it would settle or order a mattress fresh from the factory and exchange it. She chose the latter, and we delivered the mattress currently in her possession on 11/25/23. On 12/19/23, we performed a service call, at no expense to Mrs. *******,as she was reporting a possible issue with the mattress. Our service technician found a slight "ridge" down the center with impressions measuring no more than 1/2". This ridge can form when a single person sleeps only on the side towards the edges or when co-sleepers tend to sleep closer to their respective edges. This leaves the center unused and therefore it will not compress at the same rate as the used sleeping surface. The manufacturer's warranty states that impressions, which can create high spots on the surface, must exceed 1.5" before they determine a mattress defective. City Mattress does not make the decisions on warranty denial or approval and simply performs the service inspection on behalf of our customers. On 12/20/23, Mrs. ******* called the store and expressed her dissatisfaction with the results of the service and asked that we return the mattress for a full refund. Mike S******, NY regional sales manager, was referred to call her as we do not have a return for refund policy. On 12/22/23,  Mr. S****** explained the aforementioned but, still offered the following: either that we would allow one last courtesy exchange for comfort / customer satisfaction issues or that we would allow a return for partial refund where we would refund 75% of the full purchase price of the mattress in her possession. Both offerings are a breach of our policy and are offered in good faith as fair and reasonable resolutions. Mrs. *******, not satisfied with these solutions, asked that Mr. S****** refer her complaint to his superior and it was on the same day. Jared S*****, Senior VP of sales for City Mattress, has since called Mrs. ******* but has not been able to reach her. At this point, Mr. S***** is still open to speaking to Mrs. *******. 

      Customer Answer

      Date: 01/19/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
      I received a call and voicemail from the company on Friday, 1/5 at about 5pm. Noting that the time of the message was around standard close of business time, I called on the next business day I was available (1/9) and left a message. I have not heard anything else from the company to resolve the complaint. The message from the company states that there is a ridge down the middle of the bed from sleeping on one side. This is incorrect. There is a hump across the middle of the bed (horizontally), and it was there when I received the mattress. 

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

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