We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Mattresses

Mattress Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

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

Find a Location

Mattress Express has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/18/2024

      Type:Customer Service 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.
      Mattress Express employee using personal privet cell phone to take pictures of screen, license and credit card. when confronted he yell my wife and I out of the store. I called other mattress express stores and was told this is NOT done this way.

      Customer Answer

      Date: 12/23/2024

      I'm seeking Contact from Business

      Business Response

      Date: 12/23/2024

         Mr. ****** visited our Watertown location. He requested financing options. We copied the documents required by retail finance companies to apply and show identity. He did not like that and we destroyed the copies immediately as he requested. We have spoken to him several times and he apparently refuses to accept this answer. We assist consumers in acquiring millions of dollars of consumer financing annually and do not steal people's identities. He simply does not or will accept that the finance companies require proof of identity and certian documents to loan money,

    • Initial Complaint

      Date:05/25/2024

      Type:Billing 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.
      We went here to find a mattress and frame. So we had them run a credit check to see if we could apply for financing. With authorized the credit check. We however did not authorize them to open up a credit card in our name. We spoke to them and they said thats just how they do the financing, but we only wanted to see if we qualified. We want this handled since this hurt our credit and i feel this is fraud to a degree

      Business Response

      Date: 05/28/2024

        Mr. ******** complaint is with ********* ********* not Mattress Express. As Mr. Wheaton stated; at our location he applied for a credit line to ********* and was approved. ********* ********* in turn opened the account and sent him a card. Nothing was charged to it and he can easisly cancel it. We hope this clears up this matter.   Sincerely, Mattress Express

      Customer Answer

      Date: 05/28/2024

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  We have applied for financing at several different stores and merchants in the past. None of them ever opened a line of credit until we were ready to move forward on it. We even told her that we had to think it over for a few days. If you can't help us with the credit, the least you can do is train your employee to inform prospective clients that they are going to have a line of credit opened when they just want to see if their credit will allow financing. But I see this is a sensless debate to continue. i am closing the dispute after you see this response, should you make things more transparent or not. The actions of your employee has hurt our credit. That employee represents your company and has made it look shady. We pray you take this to heart to better your busniess.  Regards, ****** *******

    • Initial Complaint

      Date:08/24/2022

      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 purchased a **** *** ****** mattress on 07/30/22. At the time of the sale I expressed that I wanted a soft mattress as the on on the floor was firm. The sales rep wanted to sell me the floor model and I declined as I have a bed bug phobia and wanted a new mattress. The mattress we received is very firm and it is questionable as to if it is the floor model. Mattress express told me they had a 100 day sleep guarantee when I purchased the mattress. Since I was paying cash/ check they gave me a $1000.00 discount and then instead of a gas card reward another $1500 discount totaling $2500.00 off. **** *** ****** has a 90 day sleep guarantee. Mattress express states that since it is a return they are taking the discount away and will not refund my money. They are trying to charge me an additional $2500. I spent a total of $8152.89 already with tax and shipping. Mattress Express states that they cannot return the mattress to **** *** ****** even though they have a sleep guarantee. I have the mattress protector that is sold for the purpose of being able to return. I either want the full amount I paid towards the only mattress in the store that is equivalent to the **** *** ******, the sleep number or a full refund of my money.

      Business Response

      Date: 09/13/2022

         Response and docs attached. You may not post my response other than exactly as written. We have reviewed the complaint and spoke to Ms. *****. She agreed on the phone to retract this complaint but apparently has not as of this date. Ms. ***** purchased a **** *** ****** mattress on 07/30/22 without her husband present. She selected the mattress by herself and apparently her husband does not like the bed. We are VERY HONEST and disclose all return policies and purchase policies at point of sale. We go as far as to have the customer initial each point and sign to avoid situation such as this. A cope of the signed receipt for Ms. ***** is attached. We have offered Ms. ***** full credit of what she paid towards a ****** ***. She has declined. She feels she should get a different bed at no cost to her. We have asked her to bring her husband in to what try different beds and latex topper but she has said her husband who does not like the bed does not have time to come in.   We have done nothing wrong and tried every avenue to remedy this. Below are our responses to each issue.  Ms. ***** - I purchased * **** *** ****** mattress on 07/30/22. At the time of the sale I expressed that I wanted a soft mattress as the on on the floor was firm. The sales rep wanted to sell me the floor model and I declined as I have a bed bug phobia and wanted a new mattress. The mattress we received is very firm and it is questionable as to if it is the floor model.Response - Not true when I spoke to Ms. *****, she acknowledged she received a new mattress sealed in plastic. Ms. ***** - Mattress express told me they had a 100-day sleep guarantee when I purchased the mattress. I spent a total of $8152.89 already with tax and shipping. Mattress Express states that they cannot return the mattress to **** *** ****** even though they have a sleep guarantee. I have the mattress protector that is sold for the purpose of being able to return. Response – Again not true. First, she references a return policy of a company called **************. I have never heard of this company and it is not the company who made the **** *** ****** mattress she purchased. She was never told we have a 100-day sleep guarantee on this mattress. We have attached a SIGNED and INITIALED receipt showing that she acknowledged we do not offer this. Ms. ***** - I either want the full amount I paid towards the only mattress in the store that is equivalent to the **** *** ******, the sleep number or a full refund of my money Response – Ms. ***** was offered a full credit if what she paid towards another mattress and she declined. 

    Mattress Express is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.