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Business Profile

Bedding

2 Mattress Men

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bedding.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:03/10/2023

    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.
    In the summer of 2020 I bought a brand new ***** king size bed from this particular establishment. They were informed that as a disabled woman I live in bed and that I need something very sturdy. They assured me that the bed they sold me was in fact sturdy and I should not have a problem with it and it came with a five-year warranty. When I got the bed the frame was too high for me to get in and out of and also broken so they took it back. A few weeks later the box spring broke and it became very difficult to sleep in the bed. They said that the returning of the frame voided the warranty (unbeknownst to me) and refused to do anything about it. I got the runaround for over 2 years and now I have even more pain issues because of it including a pulled muscle from trying to make adjustments.

    Business Response

    Date: 03/26/2023

    Dear BBB;  In response to your above file and complaint from ************************  We did go to *****'s residence to inspect the mattress set as we are guided to by the ***** Mattress Co. .  One of the requirements

    laid out in the mattress warranty is that the mattress be protected from stains and be relatively free of them.  Once we inspected her mattress and submitted the attached photos to ***** it was determined that

    the mattress was not protected and was very stained and also that the box spring shows abuse.   We sympathize with her and understand that her disability causes her to be hard on her mattress and it would be

    exchanged were it not for the staining of it.  We have over the years taken care of many warranty issues for customers and ***** is a great company for taking care of them but it is clearly stated in the warranties 

    that customers must keep the surface of the product clean as workers at the factories will not handle them.  We have no record of the problems with her framing being too high.  Frames as well as box springs are

    available in lower heights for customers.  We would be willing to sell her a new mattress at a very reduced price if she would choose to do that.  We do try to help everyone we deal with and are a 7 time winner

    of Best Mattress Store in our area because of the way we take care of our customers but in this case it simply is not possible because of the rules of the warranty.   Thank you for giving us an opportunity to respond.

    Customer Answer

    Date: 03/27/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because:
    The frame issue was discussed at the store. I showed the salesman the issue of my height and difficulty climbing on and off the bed. I was told if the frame wasn't right, they'd send someone out. They took the frame and refunded the money for it with no replacement.

    As far as the stains, if they took care of this when I first complained in 2020 none of them would've happened. Because of the broken box spring it was very difficult to get out of bed and so I do admit there were a few incidents which I could not control.

    About the box spring being broke, that was my very first complaint to which I got no more than a run around. I had to use clothing, toilet paper, anything I could to even out the mattress but to no avail. 

    Regards,

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

2 Mattress Men is NOT a BBB Accredited Business.

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