Complaints

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.

• Initial Complaint

  Date:04/04/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Went to Jamestown mattress with my sister to purchase a queen size mattress and box springs. Spoke with the manager Michael F******. Told him I wanted a mattress like two other members of my family had purchased there. I had gone to my sisters prior to lay on her mattress to be sure it was comfortable. I told him I was from a family of bad backs which is why I wanted a mattress the others were happy with. He had to call factory to see if they could still make it. Called me at home several days later with a quote of $1199 plus tax for the mattress and Box springs. After discussing with my husband I called the store and game Mr F****** my credit card info and ordered the mattress and BOX SPRINGS. The mattress was delivered this past Monday, April 1. I asked about the box springs again because they didnt look right to me. So I called the store to inquire whether I was sent box springs because the bed felt hard. He replied I was. So asked him if there were springs in it. He said no. They’re actually foundations. I was brought I wooden foundation upholstered in cloth. I reminded him that I ordered box springs. He said no one makes box springs anymore. I told him I wanted to return everything and he said I couldn’t. Once you buy it it’s yours, I’d only had it for hours and no one had slept on it but he said no. I then referred to their web site and it says box springs there too. So today I went to the store because I was never given a receipt for my purchase. He had a pile of receipts on his desk, so apparently must be a practice of theirs to not give them to the buyer. But he didn’t have mine. He said he must have mailed it to me, probably a few days ago. Still dont t have it. I mentioned to him their website says box springs and he said 99% of people know that is just a term and springs are not in them. So if there’s 1% that don’t, apparently of which I am, then when they order something you don’t sell you should advise them, which he didn’t.

  Business Response

  Date: 04/17/2024

  ***** ***** *** ****
  To:                   Better Business Bureau – ID: ********
  From:               Jim P***** ***   -  Vice President/Owner
  
  Dear ***** ******,
  
              Like with many things in life a word can have many meanings.  The word “Box Spring” is a prime example.  As a family we have been manufacturing bedding for over 40 years.  Early in our history we built box springs with actual coils.  Over the past 15-20 years the industry has changed.  Today the term “Box Spring” and “Foundation” are used interchangeably in our industry.  We have not built a coil “Box Spring” for probably 15 years.  The industry moved away from them.  Our major bedding component suppliers stopped making the coils that were used in their construction due to low usage.  When our sales team has a customer that asks for a mattress and box spring, we take that as they want to purchase a set.  Very few customers come in to our stores and ask for a mattress and foundation.
  
              In an attempt to resolve this issue, I have found an independent bedding manufacturer in Pennsylvania that still manufactures a coil box spring.  I am happy to purchase one from this company, put the box spring cover on it, deliver it to your home and remove the foundation that was delivered.  Lead time on receiving this box spring is 10-14 days.  We would be happy to do all of this and extend you a $200 refund.  The mattress was constructed per customized specifications so we are unable to refund the mattress.
  
              Please let me know how you would like us to proceed.
  
  
  Sincerely,
  
  Jim P****** ***
  Vice President/Owner
  Jamestown Mattress Co., Inc.
  *** ********** *** ********** ** *****

  Customer Answer

  Date: 04/17/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  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. 
  
  Regards,
  
  ***** ******