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:05/16/2024

  Type:Product 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.

  I spoke with ****** in December about an issue I had with my recently purchased mattress. Due to it being purchased from a corporate store not a franchise there was an issue with the warranty. ****** told me he would speak with corporate and get back to me asap. Of course, he never got back to me & I had to resolve the situation myself. After a month of fighting with corporate, I finally got my refund. I ordered the mattress & an all-in-one frame that he said will save me $70 instead of getting a boxspring & frame. The frame was cheaply made it started making creaking noises almost immediately. The mattress springs began popping shortly thereafter. I called & spoke with *** about getting a replacement & to change the firmness of the mattress. She tells me that it will be $200 more to get a different firmness for the same mattress. Neither said that it would cost more. I told *** the all-in-one frame is so flimsy & noisy that we want to get the boxspring & a different frame. Instead of it costing $70 more as I was told originally, it's now $100 more for replacing a defective set, also required to pay a $79 delivery fee for the 2nd time. I paid another $191 to get the mattress replaced, box spring, different frame & a 2nd delivery fee. Within a week the boxspring creaks & the mattress has the same issues, making a loud popping sound when laying on it. When I spoke to ******, he said he can have someone look at it & will call me within a half hour to set up a time. Once again, I never got a call so now I just want to get my money back. Reaching back out to them once more, I'm informed there is a 20% restocking fee & I am required to pay the $79 delivery fee for the 3rd time. I'm going to lose almost $600 due to their defective products that don't last a week through no fault of my own. This is wrong & feel I am entitled to my full refund, totaling $1444.27. I hope you can help with this issue, I just want a refund & never deal with mattress firm again. Thank you.

  Business Response

  Date: 05/14/2024

  The
  Mattress Firm located in Stoux Falls, SD is a privately-owned franchise location
  and is a separate entity from Mattress Firm Corporate. Unfortunately,
  Mattress Firm Corporate is unable to assist with this complaint as they do not
  have access to their systems. On May 13, 2024, a Corporate Escalations Specialist forwarded the complaint to ****** Griffin who will review with upper management and follow up with *** ******.  

  Business Response

  Date: 06/10/2024

  We reached out to this customer directly, and this issue has been resolved. 

  Customer Answer

  Date: 06/10/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******