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:10/10/2024

  Type:Customer Service Issues
  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 contacted Rick before visiting his store to inquire about mattress options specifically designed to address back pain and provide motion isolation. Rick assured me that he had suitable options, which was the sole reason for my visit. He showed me a selection based on my concerns, and I ultimately made a purchase.
  
  However, the mattress I bought does not alleviate back pain, nor does it offer the motion isolation I was promised. When I reached out to Rick for assistance, he said he would return my call but did not follow through. Instead, another representative, John, whom I had never dealt with during the sale, contacted me. John accused me of misrepresenting the situation, which was both surprising and disappointing.
  
  I also reached out to the manufacturer without success. John later assured me that the mattress would be replaced. As I no longer trusted the sales team, I consulted my doctor for advice and conducted further research on the product. Despite providing John with this information, the promised replacement has not been delivered.
  
  In response, I initially deleted my review on Google, believing it was inappropriate to recommend a company that did not fulfill its promises. However, upon checking, I discovered that the review remains visible on the store’s website, despite my efforts to remove it on Google.
  
  I am concerned about misleading other customers into believing that this company offers solutions for health-related issues. Consumers should seek professional medical advice rather than relying on unsubstantiated claims from sales representatives. Therefore, I request that my review be removed from their website, as I had intended. Furthermore, I urge potential customers to approach this company’s claims with caution. $1505 was the total for mattress plus pillows, mattress protector

  Business Response

  Date: 12/30/2024

  Good Morning!!

  Each Mattress By Appointment location operates through a license agreement with the corporate office. These locations are independently owned/operated. The local owner is responsible for making the consumer satisfied. 

  Edwin S*******

  Customer Answer

  Date: 01/01/2025

  Better Business Bureau:
  
  I hope this message finds you well.
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  Please see the attached review, which is still visible on the business's website. I kindly request that my name and review be removed from the website. Given my bad experience, I no longer wish to engage with the business, as they have shown no interest in resolving my complaint.
  Unfortunately, the company misrepresented their offerings, providing inaccurate information rather than the solution I was seeking. As such, I believe it is appropriate to have my review and name removed promptly to avoid misleading my fellow customers, etc.
  Thank you for your attention to this matter.
  
  
  
  Regards,
  
  
  
  ****** ******