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Business Profile

Mattresses

Diamond Mattress Company, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/29/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 bought the bed April 29, 2021. The bed did not feel right I thought I just needed to get used to it! But this bed hurts my hip & back severely. I rotated it every time I changed it did everything I was supposed to according to the warranty requirements, requirements, and the problem has not changed my back and hips are killing me. Im a caregiver and I needed a good bed so I bought this bed because I heard they were good and they had a warranty, I have given diamond bed two opportunities to help me one on June 29, 2022 they said that it was fine has no stains. It looks brand new. *** had to quit sleeping on it because it hurts my back so bad my hips and Ive been sleeping on blowup beds pads on the floor in the living room and I cannot sleep on this bed. I filed another report on February 13, 2024 the man who came out and looked at the bed said its obvious that theres a problem with this bed he measured it no stains and I got the report back saying that theres nothing wrong with my bed and I need to rotate it .I do rotated it I am a caregiver like I said I just need to get a good nights sleep. *** tried to work with diamond bed and I dont know what to do anymore. I have a 10 year warranty on this bed but Im tired of having a new bed that I cannot sleep on .Please advise Im tired of sleeping on the floor on a $45 blowup bed which is better than this bed that I bought form diamond bed for $1,304.51 Theyre not honoring their warranty, I could have bought a cheaper bed but I wanted to have a good bed but this bed is defective.

    Customer Answer

    Date: 03/01/2024

     
    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.

    Please CANCEL complain # ******** Diamond Mattress has decided to replace my mattress with a new one! Thank you

    Sincerely,

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

  • Initial Complaint

    Date:09/06/2022

    Type:Product Issues
    Status:
    Answered
    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 a************* mattress in April of 2019 manufactured by Diamond mattress. Fast forward to August 2022. We file a claim with*************s who sends out a third party to have our mattress inspected. The inspector verbally states there is something wrong with the mattress. He takes some photos and lets us know that*************s will give us an update to the claim. On August 17th, I get a call saying that Diamond rejected the insurance claim for reasons they cannot outline. One detail was that the mattress was not on a foundation which was not true. I informed the inspector we moved the mattress downstairs, and we have an invoice of the adjustable base and bed frame we purchased. They kept on saying the claim was denied, and to call Diamond. I called XXX-XXX-XXXX and left several message with no response. Claim #SO-XXXXXXXXX CRM: XXXXXXXX

    Business Response

    Date: 01/15/2023

    Business Response /* (1000, 16, 2023/01/15) */ Dear********, Thank you for your review and sorry to hear about your experience! We sincerely apologize for the frustrating experience and are very sorry that we did not meet your expectations! Our core values include Accountability and Integrity, we would like to make this situation right for you and would appreciate another chance to earn your business. Can you please contact us at ************** and ask for the Customer Service Manager or email us at *********************** with the Subject Line: (Your Full Name) BBB review, we would like to provide you with a resolution as soon as possible. Please let us know if you have any questions or if you need anything else. Sincerely, Diamond Mattress

Diamond Mattress Company, Inc. is NOT a BBB Accredited Business.

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