Complaints

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

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  Mattress Depot USA

  14603 NE 20th St Bellevue, WA 98007-3750

• 

  Mattress Depot USA

  1917 S 72nd St Tacoma, WA 98408-1204

• 

  Mattress Depot USA

  1120 Galaxy Dr NE Ste G Lacey, WA 98516-4765

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  Mattress Depot USA

  2038 Marketplace Dr Burlington, WA 98233

• 

  Mattress Depot USA

  18920 28th Ave W STE D Lynnwood, WA 98036-4702

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:11/07/2024

  Type:Product 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.

  In early September of this year, my wife and I went to buy a mattress from this store. We were looking to buy the same model we had previously purchased from this store but in a larger size. The transaction went smoothly, but when it was delivered, we quickly found it was not even close to the same firmness that our previous mattress had (or the store model we tested). The manager attempted to help by sending us a second mattress, but it was the same result. Their no refund policy precluded us from doing anything except spending another $1500+ to get a different brand/model of mattress. They were not sympathetic or reasonable given their floor model was effectively false advertising. We had no recourse whatsoever.

  Business Response

  Date: 11/13/2024

  Mattress depot USA takes any complaint seriously and will always work within our contractual agreements to make sure we have satisfied what our customers have paid, signed for, agreed to and received.  This account is monitored by the **************************** and we are only able to obtain information about any claim from our Point of Sale system, store records and Logistics/Delivery records.  We also collect any pertinent information from the selling store to help with the claim.  
  The original sales order #********,dated 9/4/2024 (attached) shows the product originally ordered with discounts applied to four line items (two items discounted down to $0/no charge). The original sales order showing ALL SALES ARE FINAL AND THERE ARE NO REFUNDS as line #1 above the signature of ***** ********* and also initialed above the Date Signed by DM.  The product signed for on the original sales order was delivered on 9/7/2024 and signed for by ***** ********* (page 3 Delivery Ticket - attached). Mr. ********* was not satisfied with the original mattress delivered and Mattress Depot USA replaced the original with a new same size model at no charge on 9/15/2024 (page 4 & 5 with the delivery ticket signed by ***** ********* dated 9/15/24 - attached).  On 10/04/2024 ***** ********* worked with the ******** store on an exchange order for a King ****** Rest Black Series 2 Medium mattress.  The exchange order #******** dated 10/4/24 (pages 6 & 7 attached) shows a negotiated discount of $539.00 off the original mattress price. Per the Mattress Depot USA exchange policy sentence #2 (signed by ***** ********* on 9/4/2024 page 2 attached) No discounts or coupons are allowed on exchanges.  Mattress Depot USA discounted the product on the exchange for Mr. ********* as per his request/negotiation.  **************** was not in favor of Mattress Depot USA return policy the attached signed paperwork and negotiated discount show otherwise.  Mr. ********* signed Exchange Order #********, dated 10/4/24 (page 6 & 7 attached).  The product on exchange order #******** was delivered and signed for on 10/13/24 by ***** ********* (page 10 attached).  Mr. ********* received and signed for the exchanged product on 10/13/24.  This claim was received by Mattress Depot USA on 11/7/24. The exchanged product (3rd mattress delivered to ************* was slept on and used for 24 days before we received this claim.  Mattress Depot USA satisfied the signed and dated contractual agreements/policies on all the product and services listed on the original sales order, Exchange orders and delivery tickets that ***** Mendberg paid and signed for from Mattress Depot USA.      

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22493680
  
  I am rejecting this response because: my signature on the delivery order etc. hardly indicates I was satisfied.  I was in a position where I had to either keep a terrible mattress that in no way was close to the floor model that we tested - which was already negatively impacting our sleep (for the better part of a month) OR we would have to pay more money for a more satisfactory mattress.  The negotiated discount was nominal when compared to the total amount paid - and no where near the actual cost of the item.  We were offered an absurd return option which included a 25% restocking fee (which they would not put in writing).  All of their advertising and brochures highlight 120 satisfaction guarantee.  We are now satisfied with the mattress we were forced to buy because they falsely advertised a mattress in their store and provided no fair recourse other than making us pay more money.  They made an effort to fix the situation, but once that second mattress was delivered and determined to not be satisfactory, the store should have offered a more reasonable option for a refund OR a more significant discount for the replacement as a show of good faith.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 11/25/2024

  Mattress depot USA takes any complaint seriously and will always work within our contractual agreements to make sure we have satisfied what our customers have paid, signed for, agreed to and received.  This account is monitored by the **************************** and we are only able to obtain information about any claim from our Point of Sale system, store records and Logistics/Delivery records.  We also collect any pertinent information from the selling store to help with the claim.  
  The original sales order #********, dated 9/4/2024 (attached) shows the product originally ordered with discounts applied to four line items (two items discounted down to $0/no charge). The original sales order showing ALL SALES ARE FINAL AND THERE ARE NO REFUNDS as line #1 above the signature of ***** ********* and also initialed above the Date Signed by DM.  The product signed for on the original sales order was delivered on 9/7/2024 and signed for by ***** ********* (page 3 Delivery Ticket - attached). Mr. ********* was not satisfied with the original mattress delivered and Mattress Depot USA replaced the original with a new same size model at no charge on 9/15/2024 (page 4 & 5 with the delivery ticket signed by ***** ********* dated 9/15/24 - attached).  On 10/04/2024 ***** ********* worked with the ******** store on an exchange order for a King ****** Rest Black Series 2 Medium mattress.  The exchange order #******** dated 10/4/24 (pages 6 & 7 attached) shows a negotiated discount of $539.00 off the original mattress price.  Per the Mattress Depot USA exchange policy sentence #2 (signed by ***** ********* on 9/4/2024 page 2 attached) No discounts or coupons are allowed on exchanges.  Mattress Depot USA discounted the product on the exchange for Mr. ********* as per his request/negotiation.  **************** was not in favor of Mattress Depot USA return policy the attached signed paperwork and negotiated discount show otherwise.  Mr. ********* signed Exchange Order #********, dated 10/4/24 (page 6 & 7 attached).  The product on exchange order #******** was delivered and signed for on 10/13/24 by ***** ********* (page 10 attached).  Mr. ********* received and signed for the exchanged product on 10/13/24.  This claim was received by Mattress Depot USA on 11/7/24.  The exchanged product (3rd mattress delivered to Mr. ********** was slept on and used for 24 days before we received this claim.  Mattress Depot USA satisfied the signed and dated contractual agreements/policies on all the product and services listed on the original sales order, Exchange orders and delivery tickets that ***** Mendenberg paid and signed for from Mattress Depot USA.     

  
  Mattress Depot USA delivered all the product per our contractual sales/exchange order agreements that Mr. ********* signed for.  It is unfortunate that Mr. ********* is asking Mattress Depot USA to break those contractual agreements 24 days after the product was delivered and signed for while also asking for "a more significant discount as a show of good faith".      

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22493680
  
  I understand that I signed the contract and took delivery.  I am contending that the original mattress was purchased under false pretenses (a floor model with a SIGNIFICANT difference in feel and comfort than the product delivered) and therefore should not have been subject to the return policy.  The additional discount requested was in lieu of the company being reasonable in terms of a return, which was the preferred outcome.  This is false advertising.  They should not have a floor model that is markedly different than a product that is delivered to a customer.  
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 12/06/2024

  The original sales order #********, dated 9/4/2024 (attached) shows the product originally ordered and signed for by Mr. ******** with discounts applied to four line items (two items discounted down to $0/no charge). The original sales order showing ALL SALES ARE FINAL AND THERE ARE NO REFUNDS as line #1 above the signature of ***** ********* and also initialed above the Date Signed by DM.  The product, that matches exactly in model number, sku number, was signed for on the original sales order was delivered on 9/7/2024 and signed for by ***** ********* (page 3 Delivery Ticket - attached). Mr. ********* was not satisfied with the original mattress delivered and Mattress Depot USA replaced the original with a new same size model at no charge on 9/15/2024 (page 4 &5 with the delivery ticket signed by ***** ********* dated 9/15/24 -attached).

  Mattress Depot USA offers our exchange policy because we know that customers get the ********************** into their home and sleep on it longer than they have tried it on our sales floor.  Laying on the sales floor is not the same as sleeping on the mattress for seven, eight or nine hours.  Mattress Depot USA hands out our Thank You! flyer with every sales order and we also show this on our website.  We have a section on the Thank You! flyer that states "Give it some time" - Your new mattress may feel firmer and not exactly like the one you tested on the showroom floor.  It often takes up to six weeks for your body to adjust to the stronger back support and pressure-relieving qualities of a new mattress.  Most people are comfortable on the first night, but others may need a little extra time to adjust.  Remember, you may have been sleeping on a mattress that was gradually breaking down for years and not giving you any support.  

  Mattress Depot USA delivered the exact same model and sku number that Mr. ********* signed for on his original sales order.  We did not change models or deliver a different mattress.  The Menenbergs recieved and signed twice for the model and sku that they originally purchased on sales order #********.  Mattress Depot USA delivered a new mattress at no charge to the Menenbergs when they originally said it did not feel like the floor model.  It was signed for as the correct model and sku number.  Two mattresses, not one, of the same model and sku number that match the original sales order were delivered to the Menenbergs.  The Menenbergs accepted and took advantage of our exchange option due to comfort of the mattresses.  There was an understanding that Mattress Depot USA does not have a return policy when they accepted and signed the exchange contract.

• Initial Complaint

  Date:10/08/2024

  Type:Sales and Advertising 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.

  We went into the store to buy two mattresses with free adjustable bases. We were upsold on a very nice base that had zero gravity features and USB ports at a sale price of $630 per frame. We bought the two mattresses and the bases. On the invoice, he switched to a cheaper model that was on sale unbeknownst to us at the price he quoted us at. When the frames arrived they were the cheaper ones that we had no knowledge of ordering. We spoke to the salesperson, the store manager, and the district sales manager all stating that they had a signed contract for the cheaper models. We took out a finance option in store for the purchase of the nicer frames and the two mattresses, not what was written on the invoice or what was delivered. Had this been told to us, we would not have purchases or taken a line of credit to do so. They now say to return everything we have to pay THEM $200 for a restocking fee.

  Business Response

  Date: 10/09/2024

  This claim is by ****** ******** who is not the customer that is on the original ********************** sales order and did not sign the original contract paperwork (attached).  Dallas may be making the claim for *********, but ********* is the noted customer and signing customer of the original sales order/contract.  Mattress Depot USA sent ********* ******** (customer on original sales order that is attached and signed in three different spots notating all product sold and delivered no later than 10/7/2024)the following options because she was unsatisfied with the Queen ******* X4 bases she purchased on Oct 3, 2024 on Invoice ******** (attached).  At Mattress Depot USA we strive to provide excellent care and a great experience.  While our company policy does not allow for exchanging or returning adjustable bases (noted on adjustable product line item of attached sales order), we are offering her a few options in an exception to that policy:
  
  1. Replace the bases:  The bases you purchase are priced at $799.  *** gave you a discount of $150 per base, bringing your total spent on the bases to $1298.  We would be happy to extend the same discount on the ****** E455.  Those bases are priced at $1299 each, bringing your price per base to $1149, or $2298 for both.  You would need to come into the store to pay the difference of $1000 plus applicable taxes.  We would include the $140 Exchange Fee and additional $80 setup fee in that $1000 upgrade price. Please understand that we would need to order these bases in for you and that process could take 2 to 3 weeks upon completing the paperwork for the exchange.  I would be happy to coordinate a time to meet with you in store to work directly with myself, or you can visit at your convenience and one of our sales managers can process the return.
  2. Return the bases:  You may elect to return the bases along with all their parts for a full refund of $1298 plus tax.  If you would prefer us to come pick those up we would charge a $200 delivery service fee (plus taxes) to pick those bases up.  We would need you to return to the store to sign updated paperwork accordingly.  I would be happy to coordinate a time to meet with you in store to work directly with myself, or you can visit at your convenience and one of our sales managers can process the return. 
  3. Return the full order: You may elect to return the full order of two Queen X4 bases, one Queen ******* **** Firm (sold at a $378 discount), one boxed and sealed Queen ******* Ice Firm (sold at a $378 discount), and two unused and unopened Queen ****** 5 side protectors to the store.  The refund would be less the original $180 delivery and setup charges.  If you would prefer us to send a truck to pick these items up we would charge a $200 delivery service fee. I would be happy to coordinate a time to meet with you in store to work directly with myself, or you can visit at your convenience and one of our sales managers can process the return.
  
  You may of course elect to keep the original bases purchased on the invoice if you so choose.

  Mattress Depot USA is not charging a restocking fee as noted in the claim.  ********* can return the product to the ***** store with no additional fees/charges and receive the noted refund amounts in #2 and #3 above.  If ********* chooses to use our delivery service to pick up and return the items to the store then the delivery service fee is $200.  Mattress Depot USA delivered the noted product on the original signed sales order (attached) and satisfied the original signed sales order/contract.  The original sales order notates service fees are charged even when comfort exchanges are requested on the mattress only (paragraph #2 on original signed sales order).   

  
  

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22398738
  
  I am rejecting this response because:
  
  It is my signature and initials on all of the contract minus one page at the very end from my wife *********, which we did not even get a copy of that page. You refuse to accept the business of the spouse who is handling matters for his wife who suffers from PTSD and this is a problem that is aggravated by bait and switch sales tactics on a bed we have to sleep on from the person who lied to us. He offered us $100 off each mattress if and only if we did not get the free base. He in his own words changed the bases on the invoice because he said he took the features of the one he showed us and gave us a cheaper model because he didnt want to sell the unit he promised us at the price he quoted us. We took out a line of credit on what was promised us. We do not have the means to return the mattresses so every single option outlined costs us money to fix your companies false sale. We cannot go out and get another bed because our credit is now tied to this one. 
  

  We were happy to keep the beds and the bases that were promised to us by the salesperson. I would still accept this option, or a full refund, the items returned by the company itself at no cost to us, and our credit fixed for this purchase.

  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/19/2024

  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.

  Date of the transaction: 4/5/2024 Money paid in total: ******** Mattress Depot sales number: ******** Details: I purchased two mattresses from Mattress Depot ********** location on 4/5/2024 with the mattress scheduled for delivery on 4/7. I ordered two floor samples of ************************************ mattresses. This location only had one sample on the floor and helped me to order another floor sample from another location (I was told at the time that I will get a warehouse one, which is essentially a new one). ****, the manager, assured me that there shouldnt be anything wrong with the floor samples and I can check them upon delivery. In addition, this mattress has a 15-year warranty from manufacturer according to Mattress Depot. My mattresses were delivered on 4/7 around 6pm during my dinner time. I thought I was going to receive a floor sample (the one I saw in person in store and it was good) and a new one from the warehouse. So, I didnt spend too long examining the mattress and I signed off the paperwork accepting delivery. Later that night, I took a closer look at the mattresses and noticed that the seam on one corner of the mattress is broken and I can see the cotton in the top layer. The store was closed by then so I called Mattress Depot the very next day requesting an exchange. He told me he will look into it. A few days later, he texted me back saying that I have to pay 1000+ to have the broken / defect mattress exchanged for a good one. This is not acceptable! I trusted their words, got the floor sample (the one I saw in the store was not broken and looks as if its new) and only spent a quick minute examining it before accepting the delivery. I didnt pay 900+ tax for a broken mattress. I am requesting a replacement or a partial refund for my loss. Thank you.

  Business Response

  Date: 04/26/2024

  ****** has been contacted and we have come to a resolution.  A replacement mattress will be delivered and the mattress that is showing defects will be picked up.  This claim is resolved.  

• Initial Complaint

  Date:09/21/2023

  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 mother and I went into mattress depot looking for a bed for myself 2 weeks ago. I spoke to one of the sales people for a long time. My mom asked a lot of questions. She asked questions like what if my daughter doesnt like it.? What if it breaks? She asked about warrantees. They talked about how they stand by this mattress company and the owners of the two companies know each other so they can talk between each other. I did go forward with purchasing the bed. The total came to about $2000 and I financed it. And I paid and scheduled a delivery to have it set up and have my bed taken away. It was delivered a week ago and since starting use of this bed I have been in the worst pain in my life. Upper back pain that Ive never had before because of this bad. We called about five days after receiving it, and spoke to an employee about the process of returning it. He then told us that they didnt do returns. My mother is the one who spoke to him, and she told him that that was never mentioned to us which it was not and the employee that was working with us made it seem like they would do anything to make it right if something were to be wrong with it. He never mentioned it was final sale. The employee that my mother talk to said Ill let him give you a call when hes in on Tuesday because I know some employees here break the rules my mom ended up calling back on Tuesday to speak to him because he had not called her. He said everything was final sale. He said that he usually tells people that its final sale which seems like admitting that he did not tell us that. He implied that we were lying saying that its confusing because there were two of us and maybe we misheard. All I want is to return this bed as it is the worst bed Ive ever slept in and causing me extreme pain. They said that their boss would call and they have not. He would not give us the number for corporate. It says final sale on receipt which I hadnt seen until after I paid.

  Business Response

  Date: 09/24/2023

  Mattress Depot USA understands that customers have a limited time in the show room and can change their mind after sleeping on the mattress for a period of time at home.  This is why Mattress depot USA offers a limited one-time mattress exchange for equivalent value within 30 days if a mattress protector is purchased.  Mattress depot USA extends the one-time mattress exchange offer to 120 days if a Premium mattress protector is purchased on the same invoice as the mattress. We also have this statement printed on all Sales Orders.  Every Sales Order also has written in capital letters ALL SALES ARE FINAL AND THERE ARE NO REFUNDS and For customers who purchase a mattress protector at the time of the sale, we offer a one-time mattress exchange on amount paid towards the same size mattress within 30 days unless an extended guarantee is purchased. No discounts or coupons are allowed on exchanges.  Exchanges are only allowed on the same size and equivalent or greater price mattress with the customer paying any difference in price and fees.  Merchandise must be in original condition, packaging, and law tag / label must still be intact.  If you choose to use our delivery service for exchanges, then delivery exchange fees of ($140) minimum will be charged.  We have a SIGNED and DATED original Sales Order #******** dated September 2, 2023 with customer ************************* as the Sold To/Signature party that acknowledges these policies in writing.  Also, by signing the signed and dated Sales Order #******** ************************* acknowledged the six line items with all of the product and services listed per line with each quantity, price, and amount listed per line.  The sales order includes line item #2 which clearly states *Special Order No Exchanges.  The sales order also includes line item #6 which clearly states Declines Exchange Protection which means a mattress protector was not purchased on the original sales order and ****** denied even the exchange option that Mattress Depot USA offers. The merchandise and service total of $1,859, tax amount of $174.75, and Total Sales Order (in bold lettering) of $2,033.75 is listed on the signed and dated Sales Order #********.  The signed and dated sales order also lists ***** Fargo Financing (in capital letters) as the Amount Paid: Current Payments on 09/02/23 and the total is $-2,033.75.  We have also attached the signed, by *************************, the ***** Fargo finance contract #****** showing the total paid and that she had 24 month option. 

  We have attached the original signed sales order contract and the signed ***** Fargo Finance contract.  
  

  The complaint states that my mother made calls and we made calls but ****** is the one that signed all the paperwork and is on the sales order.  Unfortunately, her mother did not make the purchase and her mother did not sign the original sales order contract or the ***** Fargo Finance contract.  We are more than willing to work with ****** on her complaint if she would like to call the store herself vs. others that did not make the purchase or sign the contracts.
  
  Mattress depot USA takes any complaint seriously and will always work to change the experience from a negative one to a positive one.  In this particular case, Mattress depot USA would like to extend the offer of allowing the one time mattress exchange for equivalent value of Ln#1 on Sales Order #******** even though ****** declined that option on her original sales order Line #6.  ************************* would be allowed to exchange $1,000.00 (mattress value) for equivalent value or higher toward another model of her liking.  Due to all services being a non-exchangeable item (Lines #3, #4 and #5 - *Service Item No Refund on signed and dated Sales Order #********, dated 9/02/23) any services rendered by ************************* will be subject to regular service fees.  If ****** wishes to work with us the on the mattress exchange we ask that she calls the store herself vs. any other individuals that are not on the signed contracts.