Complaints

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

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  Verlo Mattress Factory Stores

  6501 W Layton Ave Greenfield, WI 53220-4522

  
• 

  Verlo Mattress Factory Stores

  2510 S Green Bay Rd Racine, WI 53406-4926

  
• 

  Verlo Mattress Factory Stores

  2089 Wisconsin Ave Grafton, WI 53024-2625

  
• 

  Verlo Mattress Factory Stores

  11100 W Burleigh St Wauwatosa, WI 53222-3212

  

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:03/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 12/3/2024 my wife and purchased matresses from Verlo mattress on *********************************************** for over $4000. This included a headboard that was supposed to be delivered at the time the mattresses were delivered. When the headboard did not come i was told it was on backorder and would arrive shortly. After a month i called and was told the headboard was coming from **** and i would have to wait til they finished the total order and they would be shipped by boat to the ***. They were supposed to be here by the end of February 2025. On March of this year i contacted my salesman of this purchase and asked what was going on with the headboard. I stated i would like the headboard or a refund for it. ***** said not to worry that the headboard was in and we had a delivery date of 3/14/2025 and that the delivery company would contact me when they would be coming the night before. No one ever called and on 3/14 i called to see what was going on again. I talked to ***** again, he stated there was another mixup on the delivery and that they were trying to see when they could deliver the headboard again. He also stated another employee had called in sick and they were not sure of delivery again. He said he would call back in 30 minutes, He never called back. I do not think they have this headboard and that ***** is just stalling,, the headboard is worth over $350 and i would either like the headboard or a refund to my credit card so i can purchase elsewhere. I have never run into a business with so many excuses for delivering their product after it has been paid for and i feel that after waiting over 3 months i should have the headboard or a refund. Thank you for help;ing.

  Customer Answer

  Date: 03/17/2025

  The president of Verlo, *** *********, called me this afternoon and apologized for the actions of Verlo employees and my order. He had them call me and issue a full refund for the headboard and also gave me a date to have my headboard installed at no cost ! I was impressed at how much he valued his company's reputation. I also am canceling my credit card dispute against Verlo. Thank you for your help.

  **** *****

  Customer Answer

  Date: 03/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  The president of Verlo, *** *********, called me this afternoon and apologized for the actions of Verlo employees and my order. He had them call me and issue a full refund for the headboard and also gave me a date to have my headboard installed at no cost ! I was impressed at how much he valued his company's reputation. I also am canceling my credit card dispute against Verlo. Thank you for your help.

  
  Regards,
  
  **** *****

  
  

• Initial Complaint

  Date:02/21/2025

  Type:Delivery 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.

  On January 4, 2025, I purchased a mattress and foundation from this company and paid $5,212.65, in full in advance. The order specified a delivery date to my home of January 22, 2025. Subsequently, the business pushed the delivery date out to February 19, 2025 citing supply chain isses rendering the purchased mattress unavailable. I complained to the Company that this was unaceptable as I had knee replacement surgey schedule for 2/4/25 and we had disposed of teh old bed and needed this replacement. Whenm we tried to cancel, they delivers the frame and a "temporary mattress". Today we called to inquire about teh February 19 schedulked delivery and were told that the mattress would now not be available for delivery until March 19, 2025, citing a different supply chain reason. We consider this bait and switch if not outright fraud and demand they pick up all of their materials hers, cancel the order and issue a refund. It is inconceiveable to me that they have not sold and/or delivered similar product in the last two months!

  

  Business Response

  Date: 04/14/2025

  I spoke to this customer personally. They patiently explained how we failed to meet their expectations and we have since resolved the situation with the customer. We have also made some internal adjustments, including coaching our staff. 
  
  We hope to regain their trust and confidence through our actions and would love to see them again in the future.
  
  ***** *********

• Initial Complaint

  Date:10/20/2023

  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.

  I am seeking your assistance to resolve and issue that I have been attempting to correct for over 5 months, with little if any success.My wife and I are in our eighties, and both have back issues. On May 18th I had scheduled back surgery, so we decided to purchase a new mattress. Since our son purchased a mattress from Verlo, and was pleased with it, we choose to also purchase a mattress from them ahead of my surgery.On April 26th, 2023, we visited the Verlo store located in Grafton, Wi. We choose a **9 model which included their life Time Comfort Grantee. The mattress was delivered on May 8th, 10 days prior to my scheduled surgery. Upon delivery there were lumps on one side of the mattress, making it impossible for us to sleep in it. Verlo sent out an individual to open the mattress and level out the two layers of foam, we were asked in a rude manner by the service person dont you know how to work a zipper. Within the week we started to notice lumps in their mattress topper, one of which was approximately 18 to 20 inches by 4 inches wide, on my wifes side of the bed, making it very uncomfortable for her to sleep on.After calling and complaining about their mattress topper, two individuals came out to make, some adjustments, resolving nothing. They stated that they would replace the topper, in an attempt to rectify the problem. It did not, in fact the lumps were unchanged and the body impression created a larger lump in the middle of the mattress. Which I tried to smooth out by doing my back exercised on the middle of the bed. Their suggestion was to rotate the mattress monthly. Being an elderly couple there was no way we could do this, our son-in-law did it once and I also managed to do it one time, this did nothing to improve our comfort.They finally agreed to create more support to the frame by adding 6 metal supports 3 to each side of our king size bed. At that time they replaced the mattress topper for the second time, the results was the same, but, only a bit smaller. We have tried every means available to us, to resolve this issue, including having an attorney send a letter, to no avail. In part because it was sent to the store were the mattress was purchased and not to corporate.I have a folder fille with copies of correspondence via emails and letters. On September 28th, I thought that the matter was finally over, when we reached a mutual agreement with ***********************, General Manager. The agreement was that we would upgrade to their **11 model, paying the difference in price of $799.90, plus tax. He further stated that ********************* ********* (Customer Relations Manager) would contact us when she returned off vacation.********************** was familiar with us and our problems with the mattress we purchase, and would contact us to discuss the details. After receiving an email on October 3rd, we ended up talking on the phone on October 6th.We reviewed the proposed arrangements With the General Manager, and agreed in principal in the settlement. However I had asked that the one time Life Time Comfort Guarantee be included since I was paying the up charge for the new mattress. She stated that there was no way that the guarantee would be included. I will admit that I became argumentative, and the conversation ended up with her withdrawing the upgrade offer. She then told us they will buy back the mattress for the purchase price of $2,490.10 plus tax, not including the $450.00 we paid for the box springs. just after telling us that we would need a 2 inch box spring instead of the 4 inch that we got with the **9 mattress otherwise it would be very difficult for us to enter and exit our bed.As I stated I have a folder filled with correspondence and this is a summary of those discussions, I believe I did not misrepresent any of the statements above, and am looking for a full refund of $2,910.00 since I can no longer trust their negotiations since so far they have been in bad faith.

  

  Business Response

  Date: 10/30/2023

  ***********************
  General Manager
  Verlo Mattress
  2089 Wisconsin Ave
  Grafton, ** 53024
  October, 30th 2023

  
  Better Business Bureau
  10019 W. Greenfield Ave
  *********, ** 53214

  
  Re: Response to Complaint Case # ********

  
  Dear ****************,
  We appreciate your engagement with the Better Business Bureau (BBB) regarding your recent experience at our store. We understand your concerns, and we take all customer feedback seriously.

  While your purchase of a v9 model mattress on April 26, 2023, encountered initial issues, we made several efforts to resolve them, including adjustments and adding additional support that our warranty required that your sleep
  system lacked.

  During our investigation it came to our attention that your interactions with our team were marred by hostile language and arguments, which lead to additional challenges in reaching a resolution. We want to emphasize that despite our sincere attempts to address your issues and concerns, we encountered difficulties due to the escalating nature of your requests. Additionally, your reluctance to cooperate and your expressed penchant for litigation complicated the situation. It became apparent that meeting your expectations would be an ongoing challenge.

  Regarding the proposed settlement discussed with Customer Relations Manager, ***** Otana ********* and myself, it is essential to highlight that the "Life Time Comfort Guarantee" posed a challenge for inclusion during an
  upgrade. It ultimately led to a frustrating impasse, resulting in the withdrawal of the upgrade offer.

  In light of the situation and considering the difficulties faced in reaching any resolution, we are willing, and must stand firm, with our offer to proceed with the buyback of the mattress, for the purchase price of $2,490.10 plus
  tax. We believe this is the most practical solution given the circumstances.

  We value all customer feedback and are committed to enhancing our products and services. We trust that this resolution will help address your concerns and offer a practical solution.
  

  Please reach out to us at your earliest convenience to proceed with the buyback process. We look forward to
  finding a satisfactory resolution.
  
  Sincerely,
  
  ***********************
  General Manager

• Initial Complaint

  Date:10/07/2023

  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.

  We purchased a V7 ************************************ This was the first regular mattress we have purchase since our previous ones were Sleep Number. Issues:1) Bad sleep, back,hip shoulder pain. Sometime very painful even getting out of bed.2) Ends curling - Told its because the padding shifts. I am not going into readjust each time. Sheets don't stay on because of it 3) Technician rude. Insults other merchants and criticizes the way we sleep 4) Bad customer service uses excuse to not take back and refund for health reasons when other merchants over a sleep guarantee and will take them back and donate them 5) All they do to fix is add or take our foam and I have to pay for each comfort visit they come for 6) Been at this since March don't want to add anymore foam as it makes the bed higher We are getting another mattress from another place and spending additional money on what we should have gotten in the beginning. Do not want to deal with rude people who are not concerned about customer service and want to take the time to understand the customer needs. Will gladly donate the ********************** to someone in need. Want to keep the adjustable base but cannot take one more night and I am not changing the way I sleep after sleeping that way all these years. Husband has multiple back surgeries and 2 shoulder. Your solution to learn to sleep the right way is not the answer. Getting up in the morning with pain and having to go to work that way is unacceptable.Just want the mattress refunded or even partially refunded and we will keep the base. I know there are exception to everything so don't tell me there is not. Don't want to here about your comfort warranty. I don't want to add anymore foam or pay for comfort visit so the company can make more money. We absolutely HATE this mattress

  

  Business Response

  Date: 10/25/2023

  We performed a Free Comfort Adjustment on 9/21/2023 per our policy at the customers request. According to our records we have received no further communication from this guest since performing the adjustment on 9/21/23. We were not made aware of any further problems with the comfort of their mattress. We are fulling willing to assist the customer in correcting the comfort of the ********************** per our Lifetime Comfort Guarantee. If their are any physical defects with the mattress we are fulling willing to correct them per our Non-Prorated Mattress Warranty. We are confident we will be able to satisfy the customers concerns within our customer care program guidelines. 

  Customer Answer

  Date: 10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  We did not contact them again because we were unhappy with the customer service from the representative that came to our home. He was rude and instructing us that we were not sleeping the correct way and came in with an attitude that he knew everything. Really was not interested in hearing what my issues were even though I was adamant as to how we felt  We are also not willing to pay any additional fees for any comfort adjustments that *** be done to the mattress. We feel it is not the correct way to handle things by just adding additional foam to the mattress and making it higher. We have decided that we do not want the mattress and are going back to a company that supplies 120 sleep guarantee on a mattress that we have had before and if we are unhappy, they will issue us a refund whereas Verlo was not willing to do that. We are going to try and sell the existing Verlo mattress that we are having such issues with sleeping. Im almost likely be taking a huge loss because of the poor customer service that ********************** offers in not being able to return the mattress and issue a full refund. We will also be posting a, poor review on their website for others to see we would even settle for half the price of the mattress for a refund but really believe that they are only interested in making money and not satisfy customers
  Regards,
  
  *********************

  Customer Answer

  Date: 11/06/2023

  We have not heard anything from Verlo.  They obviously do not care about customer service and retention.  I only asked for half of what we paid and they are not even willing to do that. In todays hard economic times it appears they are only in it to benefit the business and take from the consumer. 

  
  

  We will continue to write a review to let others know of how they treat people.  If with these complaints they have not reached out to us not even one time.  

  

  Business Response

  Date: 01/10/2024

  Business states this issue has been resolved.

• Initial Complaint

  Date:10/03/2022

  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.

  I am writing on behalf of my 86-year-old mother. Just a few months after purchasing a mattress, the pillow top sagged so significantly that she was having back pain and losing sleep. Per Verlo, the sag is normal but they would have it firmed up for free one time. She had this done but it didn't alleviate the sag and she is still uncomformable and not sleeping. They denied a full refund and suggested she drive an hour away (she barely drives 10 miles any more) and have them firm it up (at a cost) while she waited and tried it out. An 86-year-old woman who sleeps in middle of the bed for fear of rolling out shouldn't have been sold a mattress with a pillowtop that can't support that every night (she's all of 140 pounds). She tried a thick memory foam on top of the mattress and her neighbors even tried putting plywood under the mattress to no avail. I understand that a (weak) warranty is in place but surely there must be a satisfied-customer, goodwill exception in certain cases. I will add that my last two mattress were purchased at Verlo, I am in the market for an update but will not be returning to or recommending Verlo to anyone again.

  

  Business Response

  Date: 09/29/2022

  This is the first I'm hearing of this..... I want to help. Can you please provide me with the purchasers information that would of been used on the original sales order? Name, phone number, delivery address. Without this information, I have no way to look up said customer.

  Thanks!

  Customer Answer

  Date: 09/29/2022

  Purchaser:

  ******* Madison

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

  W66 N568 Madison Ave

  *********, **  53012

  

  Business Response

  Date: 09/30/2022

  This purchase was made at a Verlo Mattress in *********. I own the Verlo Mattress in ********* ********. I do not have any connection too this complaint.

  

  Business Response

  Date: 10/04/2022

  ******, 

   

  It was great speaking with you on the phone, we are so bummed that your mom had this experience with the Grafton Verlo. We do everything in our power here in Madison to be accommodating and make things right if a mattress needs adjusting. As I shared with you, Verlo Mattresses are all individually owned so I have shared your complaint directly with our corporate team (***** & *******) and I heard back so I know they are aware of it, and will be reaching out shortly. If I can help with anything else, please don't hesitate to reach out. 

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

  General Manager, Verlo Mattress of Madison

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 spent over $1800 on a mattress and have had nothing but issues. The pillow top keeps bunching up and we have to unzip the top to straighten it out. The corner is dented and when you unzip the top there is a stain underneath. They came to fix the comfort issue and added another piece of foam that was stained. We have since removed that piece but we now roll to the middle of the bed and they are supposedly coming to fix again but we feel we got a used mattress and certainly not something worth over $1800. We were told to give it time for the comfort but our issues are poor workmanship and sloppy product. This was definitely not a new mattress. We are extremely frustrated with the product.

  

  Business Response

  Date: 08/04/2022

  The customer concerns have been received and ********************** is moving forward with addressing their concerns in line with our warranty policies. We have an appointment on Aug 8th to correct any further concerns with the customers mattress. We do not, nor have we ever, sold used mattresses or bedding products of any kind. The concerns with the discoloration on both the foam topper and the top panel is normal and expected and is noting other than oxidization that occurs when the components react to light. However, we are happy to replace them with components that are all of a single color. 

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Another service repair is not acceptable. We went back 28 days after delivery and we were told to give it 60 days. We called because we had to keep unzipping the top and straightening it out. We have had many sleepless nights and now the sagging in the bed. Spending over $1800 on something you thought was a good mattress. At this point we are done and want to get a refund and will purchase somewhere else. If this is not acceptable to Verlo I am fine with taking this to court. We are tired of all of these sleepless nights and there is no guarantee the next service repair will fix the issue. The side is sagged in due to dented spring and were told its because the service delivery guys stood it on end. That discoloration is not due to light and there is a stain that looks like something was spilled (spots)
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 08/08/2022

  As stated in our warranty guidelines on either the back of your sales order, or at www.verlo.com/warranty, We do not offer returns or refunds on our product.

  This is simply because, as the manufacturer, we have the ability to correct any issue you may have with your mattress up to and including full replacement if needed.

  We had a service scheduled for today (8/8/2022) and that was canceled on 8/5/22 by **** via phone call. In this service we had planned on correcting the noted concerns. Without being aloud to follow through with our stated warranties and general practices, we stand at an impasse. 

  We have worked with **** to the letter of our guarantee and are happy to continue to do so given the opportunity. 

  Customer Answer

  Date: 08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Based on all the issues we have had it should have been replaced by now at the very least.  Every person that has seen the shape of this mattress said it is the worse they have ever seen. I will accept a replacement but Im not willing to continue to figure out whats wrong with this current one since this has gone on too long. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 08/23/2022

  We will be reaching out to discuss options.

  Customer Answer

  Date: 08/31/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ***************************