ComplaintsforMattress Depot

• Initial Complaint

  17/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 6, 2024 we purchased two mattresses, box springs and a headboard. Included in the price was delivery, set up in the bedrooms, installation of the headboard and removal of the old mattresses and box springs. Four hours before delivery the staff called stating they would not be installing the headboard. The staff arrived at about 5:00 pm stating this was their last delivery. The delivery staff brought in the headboard first and placed in against the wall in front of the bed frame. They then set up the first mattress and box spring in the spare bedroom. At the same time, in the master bedroom, I examined the headboard to determine if the bolts I had would work for the installation. The staff then brought in the second box spring and mattress in a box. While setting up the second mattress one delivery person tripped, hit the bedframe which hit the headboard. This caused two scratches to the hardwood floor, two gouges to the baseboard and marred the paint on the wall. I immediately phoned the store, to speak with the manager. He spoke to the delivery person. The delivery person took photos of the damage. I was promised a call back from the owner. Hearing nothing I phoned the salesperson who sold us the mattresses. He said he would contact the owner who would phone us back. Hearing nothing, I went to the store and met with the owner. He said I was installing the headboard at the time of the set up, interfering with his staff and their work area. He swore and said it was my fault the damage was done. I was nowhere near his staff and not installing the headboard. I proposed that I could repair the damage if he would provide compensation for the supplies needed (paint, stain, brushes) for the repairs and reimbursement for gasoline used to obtain the supplies. I suggested $200. He swore again and said he would be loosing money if he paid this. He took a copy of the sales receipt and said he would check with his delivery staff again and call me back. He did not call.

  Business response

  18/06/2024

  There was regretfully an incident at our Customer store, which we greatly for we are working on a resolution with the customer at this time. we of course, never like to see anything like this happen. 
  
  

  Dace 

  Business response

  21/06/2024

  As per the complaint filed by our customer, we have agreed to pay the $200 they had requested for damages caused at their property. Attached is copy of the receipt given to the customer along with a copy of the $200 Receipt issued to their credit card. In the form of a refund . 
  

  Dace Baxter 

  Manager Mattress Depot / Maui Mattress 

   

  Customer response

  21/06/2024

   
  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.
  
  Sincerely,
  
  ******************

• Initial Complaint

  27/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 3 my uncle whom is handicap purchased a mattress from them. To start the delivery men wouldn't remove their shoes. Then when they put on the bed and left he noticed it's smaller then the bed frame so not a true double when he called the man on phone arguing with him saying its correct size which it is not. he wants to return as it's in correct size and not comfortable for him to sleep in. Which they are refusing to help in any way saying you need to make appointments to bring back which is not right. They have a 90 day warranty. They need to honor this. But they seem to want to drag this out till the 90 days is over and he's out of luck also they gave him a hand written receipt with no date on it.

  Business response

  07/02/2024

  We had already responded to this incident. There was no structural damage done to the property. There was some dirt on a doorway and on a counter, but certainly not $600 worth of property damage were they had initially asked for $100 refund now it has turned into $600.00 . We dont guarantee that all of the packaging that comes on the product is absolutely clean once it comes inside a house. We do take every precaution to try and make sure things dont happen, but in this case, there was some dirt left behind for this we did apologize on numerous occasions. I game we do apologize if something got dirty, its not our intent things do get messy outside and occasionally there can be dirt left on bags. 
  please let us know if you need anything further from us. My guys would be happy to come out and wipe off dirt on the door frame and countertop if it is still there. I could come by personally with a Carpet Cleaner in a can and clean up the quarter sized wet marks that you had sent me pictures of. As I had explained on the phone, I have had many things delivered to my home over my life, and occasionally there is a small disruption left behind after the Delivery staff leaves. These things do happen on occasion. 
  
  

  Customer response

  07/02/2024

  I think you have the wrong customer in mind this is about a crappy ********************** u sold my uncle and the fact ur men didn't take there shoes off and stepped on white carpet going upstairs 

  Customer response

  08/02/2024

   
  Complaint: 21210003
  
  I am rejecting this response because:

  I think you have the wrong customer in mind this is about a crappy ********************** u sold my uncle and the fact ur men didn't take there shoes off and stepped on white carpet going upstairs 

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

  Business response

  20/02/2024

  Please feel free to reach out to myself at Mattress Depot directly. Im in the store Friday and Monday 10 till 7 PM. I would enjoy having the gentleman in to do a sleep exchange either one of those days. Please let me know ahead of time which day you would like to come in so that I can make myself available for you. 
  

  Dace 

   

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

• Initial Complaint

  28/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a boxspring September 24, 2023, paid $226 including taxes from Mattress Depot in London Ontario. The sale's associate loaded it the wrong way on my vehicle and the fin on my roof punctured a hole in the cardboard, no big deal. I unwrapped it when I arrived home only to see it was built with splintered wood (no scrap pieces of wood inside so it wasn't broken it was built that way), missing part of the support structure between the frame. the Mattress was returned to the store September 28, 2023 in the original packaging (opened of course because I was intending on keeping it until I saw it was made of scrap/broken wood). I called the shop and spoke to ****, he swore at me, said he was "having a good day until he heard this ****" then called me a liar for telling him the product was built with scrap wood because he said I broke it. I was yelled at, I was cut off, accused of trying to "rip him off like everyone else" and had no opportunity to explain anything or attempt to resolve the situation. He was more concerned with the small hole in the cardboard that voided the warranty (caused by the improper loading of his employee) and how people are "ripping him off all the time". I tried several times to explain that I was not looking for a refund, I would have been content with a repair or a replacement but wasn't able to say anything because he kept calling me a "liar", swearing at me and telling me that I broke it. I am not someone who takes advantage of anyone and am a reasonable person but I also value my hard earned money just like this business does and don't wish to be taken advantage of. I no longer wish for a repair from this business as they do not stand behind their product or treat their customers with any shred of respect.

  Business response

  02/10/2023

  Good day we have offered to replace the boxspring for our customer. We have emailed her on the evening of when the sad happened at the store. We did not receive a response from the customer. We service everything that we sell in the email I had given her three different options replacing the boxspring double size. We will also deliver it for free to her house. Also she could use the $200 towards the purchase of a double size split box, or towards the purchase of a platform bed as it was stated, she was having difficulty fitting it in her stairways.

  we have no problem servicing what we sell. We have attempted to reach out to the client unsuccessfully and have not heard back from her.  She had also gone on ****** review to give us a one star review with a scathing paragraph. When we had no time had refuse service, we would like to straighten this matter up with her. But would ask that the ****** review be removed as we are attempting to resolve this matter. We do encourage you to reach out to us. We would love to make you happy.
  

  **** 

  this is my cell phone number. You could also reach me at anytime as I am the manager of the store *************

   

• Initial Complaint

  14/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had contacted this company by phone the first week of aug/2021 to inquire about my mattress and my 20 year warranty . My mattress is sagging and I was told by them that providing proof by pictures and receipt of warranty they would take care of us no problem and get this matter figured out asap but we're very busy. No problem. How ever after multiple attempts to talk to them via phone or emails I have gotten no were. They will not respond back to me or give me any kind of action plan on what they plan to do or honour our warranty. We have all of the emails we have sent them from aug, again in Oct, and twice in Nov. We r very frustrated with the lack of help or contact from a company that we have bought many mattresses from in the past. Hoping u can help us get an answer asap. Thank u

  Business response

  14/12/2021

  Business Response /* (1000, 5, 2021/12/14) */ We are aware of Miss ********* warranty claim for her mattress that she had purchased it is a warranty through the factory not through Mattress Depot but we do facilitate warranty needs for a customer with Covid obviously things have been very difficult. Will be in touch as soon as we can get a replacement for the customer through the factory warranty. Management Mattress Depot Consumer Response /* (2000, 7, 2021/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have only ever wanted an answer on what if anything that they could do for warranty. They have been completely unresponsive and have just ignored my emails over and over again. From the response above it sounds like I may?! be getting a replacement mattress so I am satisfied with that. Had I have been told what I had been waiting for this whole time I wouldn't have felt forced to contact the BBB. They were always very short with me and would not communicate any kind action plan. I want this to be over just as much as I'm sure they do. Thank you Consumer Response /* (3000, 13, 2022/02/16) */ Hi there. I had put in a complaint on this matter and between you and the company mattress depot I had finally received communication from them and thought I was finally getting somewhere. Since my last communication back in Dec I have heard absolutely nothing from mattress depot regarding my mattress. I realize covid has backed things up but this ridiculous. I started my warranty in Aug of 2022 and it's now Feb 2022 and have gotten absolutely no where. I want this delt with immediately with the company so I can move on and no longer deal with them again. Hoping you can help. Thanks. Lori Business Response /* (4000, 15, 2022/02/17) */ The mattress you had purchased for Mattress Depot does come with a 20 year warranty this is a factory warranty not a warranty through Mattress Depot. We simply try and facilitate the process to our store as a favor to our clients. I see that you were unhappy with the time it is taken during COVID-19 to get this taken care of , and we understand you being impatient at this time. You do need to understand we are uncomfortable with bringing used product into our store. So as you stated you're unhappy with our service and no longer wanted to deal with us you can simply deal with the factory direct. And you'll be responsible for shipping the mattress back to Toronto at your own cost. Transportation to and from the factory is not included in any warranty claims. We simply do this as a favor to our customers but it is a privilege not a right. Regards Mattress Depot Consumer Response /* (3000, 13, 2022/02/16) */ Hi there. I had put in a complaint on this matter and between you and the company mattress depot I had finally received communication from them and thought I was finally getting somewhere. Since my last communication back in Dec I have heard absolutely nothing from mattress depot regarding my mattress. I realize covid has backed things up but this ridiculous. I started my warranty in Aug of 2022 and it's now Feb 2022 and have gotten absolutely no where. I want this delt with immediately with the company so I can move on and no longer deal with them again. Hoping you can help. Thanks. Lori Business Response /* (4000, 15, 2022/02/17) */ The mattress you had purchased for Mattress Depot does come with a 20 year warranty this is a factory warranty not a warranty through Mattress Depot. We simply try and facilitate the process to our store as a favor to our clients. I see that you were unhappy with the time it is taken during COVID-19 to get this taken care of , and we understand you being impatient at this time. You do need to understand we are uncomfortable with bringing used product into our store. So as you stated you're unhappy with our service and no longer wanted to deal with us you can simply deal with the factory direct. And you'll be responsible for shipping the mattress back to Toronto at your own cost. Transportation to and from the factory is not included in any warranty claims. We simply do this as a favor to our customers but it is a privilege not a right. Regards Mattress Depot Consumer Response /* (3000, 23, 2022/03/03) */ We are also wondering if a warranty claim has been submitted to the factory and if it's the manufacturer that's taking this long or mattress depot? Some kind of time line would also be extremely helpful.

*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. ↩