Complaints
This profile includes complaints for Xtreme Discount Mattress's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/02/2025
Type: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 am filing a formal complaint against Xtreme Discount Mattress for denying my warranty claim on a king-size mattress purchased for over $1000. Despite following the company’s guidelines, they have refused to honor the warranty due to the absence of the original receipt.
Issue: My mattress has developed significant sagging, despite regular rotations. I submitted a warranty claim to address this defect.
Problem: Due to a water damage incident in my home, I lost the original purchase receipt. I explained this to Xtreme Discount Mattress and provided alternative documentation, including photos of the sagging and warehouse information from where the mattress was purchased. I also bought a mattress cover to protect it, following their warranty guidelines.
Company Response: Xtreme Discount Mattress denied my warranty claim, stating the lack of the original receipt disqualifies me, even though I provided sufficient evidence of the defect. They offered a 15% discount on a new mattress but refused to honor the warranty for the current one.
Concern: While I understand the receipt is typically required, I believe the documentation I provided should suffice. The sagging exceeds the 1½ inch threshold defined in their warranty, and the mattress has not been misused. Additionally, I learned that their warranty system only retains purchase records back to 2020, yet they offer a 10-year warranty. My mattress was purchased in 2017, and my bank only keeps records for seven years, further limiting my ability to prove the purchase.
I feel this lack of record-keeping is unreasonable, especially given the long warranty period offered. I am seeking assistance to resolve this issue and ensure my warranty claim is processed fairly.
Business Response
Date: 04/04/2025
We offered the customer a substantial discount on any new mattress even though proof of ownership was never submitted. The pictures that were received show a mattress that appears to be in excellent condition. The offer of a discount on any new mattress stands. We strive to go above and beyond for our customers, but in this instance there is no evidence to prove ownership.Customer Answer
Date: 04/10/2025
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. Thank you for your response. Unfortunately, as I mentioned earlier, my bank only keeps records going back seven years, which is standard practice. Expecting customers to maintain receipts indefinitely—especially when your system upgrade in 2017 appears to have caused gaps in your own records—is unreasonable.I’m very disappointed in how this warranty situation has been handled. I’ve recommended your products to friends and family in the past, many of whom have made purchases based on my referral. I now regret doing so and will be sharing my experience going forward.The discount offered does not make up for a warranty that should be honored. I hope you reconsider how you handle long-time customers in situations like this.
Regards,
**** *****
Business Response
Date: 04/11/2025
Hello,Unfortunately as stated the customer must maintain the proof of ownership..We will stand by the original discount discussed if you decide to purchase, even without your proof of ownership. There is nothing more we can do.. have a great day.Initial Complaint
Date:07/25/2024
Type: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 a mattress and box spring set from Xtreme mattress on 1/7/21, and it included a 10 year warranty. The purchase price was $379.54.
The mattress is now giving me issues with my back. I went back to the retail store on transit road in Elma on Monday, July 22, 2024 to purchase a new bed. The salesperson would not give me any kind of discount towards a new mattress. I filled out a written complaint on 7/23/24. Their response was to send pictures of my mattress, which I completed on the same day. The response was that the mattress was stained and voided the warranty, which was sent by Nicole.
I advised Nicole that I understand and was looking for a price adjustment because I only had the bed set for 3 1/2 years. I further requested a reduction in the amount of 150.00, on the purchase of a new mattress.
Her response was $50-$100, which I felt was too low and she was not bargaining in good faith.
I await your reply.
Thank you in advance.Business Response
Date: 07/29/2024
Hello ******,All manufacturers will not take back any mattress with stains. I am sorry you don’t feel comfortable on your mattress any longer, but that doesn’t apply to any warranty that was in place. I certainly will help find something more suitable for you. I also will help you with a reasonable discount more in the range that was previously discussed.Rgds GMInitial Complaint
Date:08/11/2023
Type: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 bought a mattress and adjustable base from the company on 6/24/23.
The items was finally delivered on 7/6/23 after numerous calls to when it would be delivered.
The adjustable base was delivered damaged! Pictures were taken. I also received a call from a male who identified himself as Guy the same day and he assured me they would be delivering a new adjustable base.
I have called numerous times and spoke with a female named Katelynn who informed me it was on order.
It is now 8/11/23 and have not heard anything from this company regarding a delivery on a new adjustable base!Business Response
Date: 08/14/2023
Customer was called with an update.. we contacted her again today and she responded.. the base is being delivered the day she requested.
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