Complaints

This profile includes complaints for Mattress Warehouse Utah, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Mattress Warehouse Utah, Inc. has 8 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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mattress Warehouse Utah, Inc.

  75 E Fort Union Blvd Ste D Midvale, UT 84047-1531

• 

  Mattress Warehouse Utah, Inc.

  75 E Fort Union Blvd Ste B Midvale, UT 84047-5518

• 

  Mattress Warehouse Utah, Inc.

  10665 S State St 43 E 7200 S #A Midvale 84047 Sandy, UT 84070

• 

  Mattress Warehouse Utah, Inc.

  11506 S District Main Dr #100 South Jordan, UT 84095

• 

  Mattress Warehouse Utah, Inc.

  771 W Grassland Dr American Fork, UT 84003-5615

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:10/06/2023

  Type:Service or Repair Issues
  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.

  My original mattress was replaced on 5/30/2020 due to it sinking. At that time, I was told that the box spring and frame were not the reason why the original mattress failed. The mattress that was replaced on 5/30/2020 has failed again due to sinking. As a result, I sent pictures of the mattress as requested. They later came back stating that they needed pictures of the box spring and frame (even though I was assured in May of 2020 that the issue was not due to my frame and box spring). Mattress warehouse is now stating the issue is due to not having middle support on the frame and they will not warranty the mattress.
  I have dealt with the store manager before and he will not work with me.
  I asked if I needed to get my attorney involved, and he hung up on me. I called back and the staff refuses to talk to me. I will have a attorney involved if necessary.
  I would like a full refund at this point and they can keep the bed and box springs.

  Customer Answer

  Date: 10/17/2023

  This is in reference to complaint #********. I did not notice the communication sent to me on 10/6/23 asking if I currently have a warranty on the product. As a result, I am responding to this message today.
  
  Yes, the mattress has a 10-year warranty. It was purchased in May of 2020, but the merchant refuses to warranty the product and provide a replacement. Your assistance is greatly appreciated.

  Business Response

  Date: 10/31/2023

  ******,

  Attached is the direct correspondence from Tempur-Sealy, who your mattress is manufactured by. Your warranties are through them, we help facitliate them by providing you the paperwork and directio on completion, and submiting to Sealy for approval, and upon approval selecting a new mattress. As you can see in your pictures, your foundation has a sag to it now and may also be permanently damanged due to the bed frame having no center support. A center cross bar is a necessity on all bed frames to support your body, the mattress and the frame. Sealy's direct reommendation is to get a proper frame, with center support to see if it resolves the sidutation. They said after a short time period of having a new bed frame, and the mattress sagging continues, we can have you check the measurements again and see if we can warranty it then. The response from Sealy is quite gracious with them offtering to warranty the mattress later even after this denial. As to why it was granted in 2020 we cannot speak to that because do not have a picture of the bed frame to verify it was the same frame situation or not. 

  Purchase a new bedframe. After two months if the bed still sags, do measurements again and we can submit to Sealy for approval. Keep a receipt of the bedframe to submit so they can see when it was purchased so Sealy can see the bed has been on it for "blank" amount of time, and the bed needs to be warrantied. 

   

  Thank you,

  Mattress Warehouse Utah Management

  Customer Answer

  Date: 11/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. There has been a center support added to the bed frame and the mattress is still continuing to sag over 3 inches and has not been slept on sense 10-5-2023.

  2. The response you have written does not match with what you have stated in the previous emails and text messages and also phone communications.  
  

  3. When the bed was replaced in 2020, I asked the store manager if I needed a different bed frame or box spring and was told that it was not necessary.
  

  If needed, I still have the emails from the first time the bed was warrantied.  

  Please replace the bed and the box spring ASAP. Stop playing games and resolve this issue in a timely manner.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 11/08/2023

  In response to your rejection:

  1. We have no proof, pictures or documentation that a "there has been a center support added to the bed frame." All SEALY has is the original picture you provided, which shows no center support bar on the frame. If a new frame has been added that has center support bars, all you need to do is send us pictures again. 

  2. Our last communication we received from SEALY was 10/02/23, and it states they can re evaluate after a NEW frame is added with proper center support. Again, all Mattress Warehouse does is supply the info you give us to SEALY, who manufactured the bed and who the warranty is through. SEALY has given you a solution and you're refusing to work with it. 

  3. What happened in 2020 happened in 2020, and doesn't pertain to this warranty issue on a different mattress here in 2023. Nothing has been said about needing to replace your box springs at this time. 

   

  Mattress Warehouse is not "Playing games" we're giving you the information and solution SEALY has provided. If you want this bed warrantied as per SEALY manufacturing rules, you must have a new frame that has center support, then resubmit a the application for a warranty with new pictures of the frame, measurements of the foundations and mattress. If it is still sagging, they will warranty the bed. The resolution is quite simple. If you were to get a new bed on that same frame, the same issue will happen again and again. A Warranty covers manufacturer defects, not customer neglect. 

• Initial Complaint

  Date:02/23/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 was told that the loan I was signing for was zero percent interest. After paying off the cost of the purchase I see that deductions are still being removed from my bank. I've not missed a payment. Then I find that the contract had been written to state that if loan isn't paid within 6, 9, or 12 months ( not specific) then 29.99 percent will be charged on entire loan. The purchase price was appropriately 2K which I've paid more. Per the company they sold the loan to I still owe 3K. I wasn't provided with an interest free loan as told but was set up to pay a 29.99 percent loan.