Complaints
This profile includes complaints for MurMaid Mattress, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/22/2024
Type: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 purchased a ******* **** ***** Hybrid Matress, a ******* adjustable base(****) , an **** guard matress protector, and a haul-off fee from MURMAID Matress on 1/12/2025. I paid 2483.41 for the entire purchase.
When I was at the store, the salesman said that the company would haul off my old matress and the platform bed frame for $20.00. When the delivery occurred on 1/20/2024, the delivery people said they do not haul off the bed frame and so they would not. They took my matress.
After they left, I noticed a mildew smell in my bedroom. The mildew smell is coming from the base when I called to let them know, the salesman said that they do not take returns on the base of a bed.
I said that is not acceptable because it is mildewed. I spoke to multiple people who said they would make it right BUT they do not take returns on bases.
I want my money returned, my old matress back, and the bad products out of my home.
Business Response
Date: 01/22/2024
Good morning and thank you for letting us know that a complaint has been filed by this particular customer. Fortunately, all has been resolved as far as this complaint and was taken care of on the very day that the original delivery took place.
Evidently, from what I understand, the customer had requested mattress and furniture be hauled away. While it is our common practice to haul away mattresses, it is not normal that we haul away furniture as well. The driver of the delivery truck stated that the truck was too full at the time of delivery to put the furniture on the truck, so the furniture was not taken at that time. However, when deliveries were completed for the day and after we had learned that the customer had noticed a mildew odor coming form the adjustable base, a new one was procured from our warehouse and we redelivered a new base and then also hauled away the piece of furniture in question. My understanding at this time is that the customer was happy with the same day resolution to the problem and hopefully all is well at this time. If that is not the case, please let us know and we will be glad to make sure she is satisfied.
Again, thank you for helping resolve any issues that we may have with this or any unhappy customers in the future.
sincerely,
***** *******MurMaid Mattress
Customer Answer
Date: 01/23/2024
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,
***** ********
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