Complaints

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:04/01/2024

  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.

  Purchased mattress and foundation at bed store on October 13. & 17, respectively. for a total of $531.73 .Within 3 months bed was creating so much pain on my right side that I couldn't sleep.Talked to Wertz on 2/22/24. Owner came to my home, took pictures and bed was deemed by ****************** in *********, **, according to Owner, ****** Wertz, to be defective.Owner suggested I purchase a better mattress from him, which I did on March 8th for $321..78.Owner states new replacement mattress would be delivered in 2 weeks but as of 3/28/24 no mattress, no phone messages, Owner doesn't pick up my calls for request and I am very concerned that Business is neglecting my requests for service.I am seeking full refund of $85351..Worst customer service I've ever experienced.

  Consumer updated it was her left hip that is having issues not her right hip. 

  Business Response

  Date: 04/25/2024

  Classic case if buyer remorse.  Customer was advised of the benefits of all mattress at our open house. (Which there was a sale that day) due to reasons only know to customer they chose to buy the cheapest mattress that we offer in our store.  We DO NOT OFFER a sleep guarantee.  Customer came back into the store 5 months after purchase and said she tried to call her credit card company to dispute the charges which they wouldn't allow.  Then she continued to say that she was sleeping terrible and could feal the box spring because the mattress had failed.  Her receipt says ALL SALES ARE FINAL.  I went over to her house and the law tag had been removed and not attached.  I took pictures and said there was no mattress failure, but I would send in pictures anyway. If they feel it is failed, I will give you credit towards a different mattress.  She at that time thought it was fair.  I did talk to my Mattress rep and we decided if she wanted a different mattress, we would credit that mattress towards a new one.  The homeowner came in and picked a much better one out.  We had to special order in (it is a full size mattress)  On the day that we had time to deliver she said NO i want my $ back.   I credited her the upgraded mattress cost.   The original  invoice she paid  $379 for the mattress.  $110 for a box spring (which we changed twice because the normal box that she bought was too high in the air so i swapped with a low profile at no cost) and a disposal fee of  $20 plus associated  taxes.  So again,  all of this would have been avoided had she not bought the cheapest mattress in the store and expected it to sleep like a 5K mattress.  I thought I was being a pretty good business owner by allowing her a credit towards a different mattress in our store.  If i let everyone sleep on a mattress for 5 months and if it wasn't perfect and had to give their money back, i wouldn't be in business  very long.