Complaints
This profile includes complaints for Brothers Bedding Mattress Factory, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:01/06/2025
Type: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.
Date of sale 12/7/2024
Amount 3877.22
Was told had to purchase topper at 1039.oo per **** salesperson…fabricated info states **** (****** Boss)
Committed to provide latex product or I may return states Tina.
Non returnable states **** ( ****** Boss)
Mattress is a mixture of foam and unknown Latex with springs you can feel!
Tried within 8 days to resolve
No resolution as of yet
Hips sinks into a hole.. No spine alignment…
Business Response
Date: 01/23/2025
My name is **** *****, a representative of Brothers BeddingCompany. I am writing to address the recent complaint submitted by our customer ID # 22772605 regarding their mattress purchase on December 7, 2024, and subsequentdelivery on December 21, 2024.
The customer initially reached out to us on December 26,2024, expressing dissatisfaction with the softness of the mattress. Thisconcern was communicated to the salesperson who had facilitated the purchase.Subsequently, Customer Service received an email on December 30, 2024,elaborating on the issue.
I personally engaged in a conversation with the customer onDecember 31, 2024. During this discussion, the customer reiterated theirconcerns regarding the mattress's softness. I explained to the customer thatthe mattress topper might be contributing to the perceived softness. Isuggested that removing the topper for a few days might render the mattressfirmer. Additionally, I informed the customer that industry standards recommenda 30-day adjustment period for new mattresses to allow the body to acclimate tothe new support structure. . I also explained to the customer that if they did notneed the topper then they would receive a full refund on the item even if thisis against our policy, but we offered the return to accomidate the customer..
The customer agreed to try using the mattress without thetopper and committed to keeping us updated on the results. A follow-up call wasmade on January 3, 2025. During this call, the customer informed me they were inroute to a funeral and would contact us again on January 6, 2025.Unfortunately, no further communication was received from the customer afterthis date.
Based on our last conversation, it was assumed the customerhad resolved the issue and adapted to the new mattress. It is important to notethat our sales invoice, reviewed and signed by the customer, says “We give a365-Day comfort guarantee on "Brothers Bedding Mattresses" (excludes Latex) NoRefunds, all sales are final Sign Here__________ .
We made several attempts to address and resolve thecustomer’s concerns. These included advising the removal of the topper andadhering to the 30-day adjustment period. Despite these efforts, the customer'sissues remained unresolved to their satisfaction.
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