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Business Profile

Mattresses

Dutch Craft Mattress Company
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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:04/18/2023

    Type:Service or Repair 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.
    We purchased a Dutchcraft mattress in 06/28/21 the Hailey ** Mattress. with 12yrs warranty. After about a year this mattress started showing wear in the springs. You can feel the spring moving when laying on the mattress, with pain in my side and back. I'am a 100% Disabled vets with back problems. By laying in the dipping depressions of the mattress on both sides of mattress. We have flipped the mattress each month. You can only ******** too end because you can"t flip the mattress. And also bought a mattress topper in thinking it would help with stopping dipping and depressions. But didn"t help with the mattress or pain it just went into depressions. If you look up issues and complaints on this company and their mattress. You will find the same issues and quality of construction of mattress, in other customer complaints on same issues. ********************** Outlet sent two reported on this mattress too Dutchcraft and they refused and would not honor warranty. $1620.oo for mattress and $142.oo for deliver. thank you

    Business Response

    Date: 04/18/2023

    We don't show any record of this warranty. And unless the mattress is soiled or stained we always offer a complementary adjustment even if the mattress impression does not meet the minimum warrranty requirements.

     

    Can you send a picture of the law tag with serial number and the retailer it was purchased from please.

     

    Thanks,

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

    Customer Answer

    Date: 04/18/2023

     
    Complaint: 19948137

    I am rejecting this response because: First there was no soil or stains on mattress. pictures was sent two times with detailed report on impression and depression of mattress. Also about spring failure on both sides of mattress. We were not offered any complementary or adjustment. We were told by Mattress Outlet in **********,**. by ***** two times by phone. That Dutchcraft refused to honor the warranty and would not do anything more on this issue per manager at Mattress Outlet. 

    Sincerely,

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

    Business Response

    Date: 04/19/2023

    Without the serial numbers it makes it difficult. If we could get that number we could look this up much quicker in our system.

    As i stated in the previous email, we always offer a repair at no charge even if the mattress does not meet the 1.5" body impression. We are trying to find the pictures you are referring to.

     

    If you could send them to ********************************************************** that would be very helpful.

Dutch Craft Mattress Company is BBB Accredited.

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