We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Mattresses

Factory Mattress
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Factory Mattress's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Factory Mattress has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/06/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      9/01/2024 I purchased a mattress for my nephew *************************(paperwkbin his name). Mattress was promised for me to pick up on Wed the 4th. I called and Joran had no clue at the store. Said it may be in Friday. I called 9/6 and spoke with ***** and he said he would look into the issue. No issue with ***** who sold us the mattress but issues with the stores failure to have it ready for pick up on the promised date.I want the mattress and a full refund for failure to produce the product on time.

      Business Response

      Date: 09/06/2024

      **************,

      We are terribly sorry for the inconvenience caused by our transfer process.  We appreciate you bringing this matter to our attention.  Unfortunately, the Associate made promises that we were unable to accomplish around a busy and chaotic holiday.  We should have set more realistic expectations during your purchase.  We will have your mattress available on 09/07.  We will process your requested refund by Monday 09/09/2024.  

      Thank you,

      Factory Mattress

      Customer Answer

      Date: 09/09/2024

      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.

      Regards,

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

    • Initial Complaint

      Date:09/11/2023

      Type:Product Issues
      Status:
      Resolved
      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 two Tempur-Pedic mattresses on Aug. 27 for a total of $6988.62. these are twin size mattresses that are being used on a king **** I selected a pro-adapt FIRM and after sleeping on it for several nights have determined that it is too firm and want to exchange it for a medium softness. I talking to the employees at the store today September 9th was told i have to keep the mattress for 30 days before they will do anything. The mattress is giving me a sore back and I do not want to sleep on it for another 3 weeks.The paper work I signed when I made the purchase has the wording "we ask you to sleep on the new mattress for a minimum of 30 days before requesting an exchange."I does not say you must wait 30days.

      Business Response

      Date: 09/11/2023

      **************,

      Please accept our apologies.  You are correct in the wording of our guarantee and correct in the intention.  We advise our customers that new mattresses, especially Tempurpedics, take a significant adjustment period.  Our experience has been that a majority of our customers, who wait three to four weeks, do love their mattresses.  Because it is a one-time exchange, we have seen customers make snap judgments and then want to change back afterwards.  However, the choice is yours.  We will notify the store.  You are welcome to come in as soon as you like to re-select.  Our Associate did have good intentions, based on a majority of our consumers, but they should have given you the information and then allowed you to make the choice.  Thank you for bringing this to our attention, so we may get the situation resolved, and get your mattress exchanged..

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

      Factory Mattress

      Customer Answer

      Date: 09/14/2023

      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.

      Regards,

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

    Factory Mattress is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.