Complaints

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

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Go Mattress, LLC has 2 locations, listed below.

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  Go Mattress, LLC

  539 W 9460 S Sandy, UT 84070-2511

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  Go Mattress, LLC

  317 N 2000 W Ste A101 Springville, UT 84663-3343

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:05/09/2023

  Type:Billing 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.

  May 7 we went to the *********** **** location to purchase a mattress. They ran a credit application but told ** wed arrange payment and all when we got delivery. After getting home and calling the finance company the payments were way over our income. Weve told the mattress company this many times. They still demand we accept the delivery. They never allowed ** to see the terms of the financing. They have been calling ** and harassing ** for 3 days about it. Weve repeatedly told them we dont have the money and they say their sales are final! They also told me they have lots of people try to get out of the sale after signing and they dont allow it. Weve tried to be reasonable, but they wont back down. The terms were evidently set at the store for the loan, not with the company when I contacted them. He told ** it was interest free for 90 days but we had told him with another company he wanted ** to sign with we dont make that much. Yet he went on and did a contract without allowing us to see the contract or any aspect of it.

  Business Response

  Date: 05/16/2023

  Thank you for bringing your concerns to a public setting where we can highlight the facts. We understand you are frustrated and we have taken steps to assist you with your concerns - including, but not limited to, relieving your financial burden with our financial service provider. Its important to note our sales policy is communicated and applicable to all customers and posted throughout our stores. Additionally, our sales policy is signed by all customers at the point of purchase which this customer did directly in store. When financing merchandise in our stores we provide the lease details verbally and in writing to ensure complete and transparent communication is provided BEFORE having the customer sign and agree to the terms of doing business. The details of the lease are sent directly to the applicants phone which HAS to be signed and agreed to before moving forward. When a customer informs ** they cant afford payments of merchandise AFTER completion of a sale we do everything we can to accommodate and coordinate relief with our financing companies. Keep in mind, whether you are home or not, we are contractually obligated to deliver merchandise according to the terms of the lease and per our receipt. Considering communication was cut-off by the customer, we were obligated to uphold our end of the agreement per the instructions of the financing company.  The only way this customer could receive any sort of financial relief was through the financing institution which was made clear to the customer by ** as well as Acima.  After delivering the merchandise, the customer decided to abandon their order by leaving it back at the store.  The financing institution instructed ** that if the customer did not pickup merchandise by Tuesday May 16th, the customer would be responsible for the entirety of their lease and still be responsible for the lease. I was told that my obligations had been fulfilled and that Acima would take it from here. Knowing the customer wasn't returning their calls and out of respect for their financial situation, I made sure to contact the customer with this information even though I didn't have to.  Thankfully, the customer was willing to cooperate and re-pickup their merchandise to finalize the return process through the financing company. We have signed receipts, signed contracts, documented proof of abandonment from the financing company as well as video evidence of the customer abandoning their merchandise in front of our store. We are not in the business of deception and we pride ourselves in providing excellent customer service. Leaving multiple dishonest and malicious reviews, on various platforms, from multiple accounts is a form of harassment with the intent of harming our business.