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Business Profile

Mattresses

National Mattress & Furniture Warehouse

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

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

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National Mattress & Furniture Warehouse has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint 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 status

    Complaint type

    • Initial Complaint

      Date:01/11/2024

      Type:Sales and Advertising 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 couch through layaway option and was informed it will be kept available in the stock room. Upon making arrangements to have the couch delivered, I was informed by a store associate that only the floor model of the couch was available. My couch in the stock room was sold. I would had never purchased a floor model couch for $800. I inquired about obtaining another couch and was told there weren't anymore available despite the store having a second location. I requested a discount on the couch and was denied. I was only offered $50 off of a delivery charge of $100. I feel like I mislead by store associates and my needs were not accommodated. I would like to receive an additional discount off of the price of the couch.

      Business Response

      Date: 01/23/2024

      Our policy is clearly stated on the document signed,  it is not a product hold but a price hold. The customer made payments over 6 months, so the ones we did have had sold and so before making last payment, we offered 3 options. Wait for the new order to come in stock, take the one off the floor, or to take the money invested and put it towards any other product in the store. She selected to take it as she did not want to wait or any other product. We detailed the set and offered the discount out of good faith trying to just please her. We have tried going above and beyond to please our customers as we have been in business a long time and have millions of pleased customers over decades.

    • Initial Complaint

      Date:12/14/2023

      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 the party time living room set and there has been a recall on it. The first time I called the lady said I was not in the system so I had to go back through my bank records and find the date I purchased it. Then I called back spoke to her and she said she would have to go back through the files to find my receipt and it's been about a month. At first I would've been content with them repairing it but it seems like that's not going to happen. I just want to get reimbursed because I can't use it because it might catch fire. If I can't get reimbursed I will let the courts decide the outcome

      Business Response

      Date: 12/26/2023

      Good Afternoon,

      My name is Kat **** and I am the office manager at the Bedford Heights location of National Mattress and Furniture Warehouse. I have spoken with Mr. ****** once on the phone at which time I placed him on hold to search my files. After going through the current year, as well as 2020-2022, I took Mr. ****** off hold and I informed him that I had no proof of purchase anywhere in my files. I asked him if he was sure he purchased it here and he said yes. He told me he would get with his bank and get back to me, which he never did. When reading through the complaint I saw that Mr. ****** stated he wanted the purchase price of $3008 returned. The problem with that is at no point was our party time furniture priced anywhere near that. Our Party Time sofa and loveseat are priced separately, and their combined total in no way matches what Mr. ****** is claiming he paid. As I told Mr. ****** the one time we did speak, it could be that he confused us with the store next door. He told me that wasn't the case, that he had proof it was us and that was the last I heard from him. I truly do believe he has us confused with another store unfortunately.

      Thank You

      Kat ****

      Business Response

      Date: 12/30/2023

      After more searching we were able to find Mr. ******** Invoice. Now that we have it the next step is for Mr. ****** to let us know when he will be available for a service call to repair his furniture. He can do so by calling the Bedford store at (216) 587-4040. As of today (12/30) our service team can get out to see him on Thursday, January 4, 2024. If that is convenient for him. All we need is a current address and phone number.

      Customer Answer

      Date: 01/02/2024

      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.




      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]



      Regards,



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



      I spoke to the lady I'm not going to accept anything until the work is finished. We set it up for Thursday after 3





       

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