ComplaintsforDenver Mattress Company, Inc

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2-12-2021 Bought Doctors Choice mattress guaranteed for 10ys. Mattress became raised in several places and we bought box springs they said would fix problem- didnt- all4 mattresses have done same thing- I have pictures. ***** in Springfield told me they would not take care of it anymore rather smartly and to flip it. After 15 days its doing the same thing and we are stuck with a lumpy mattress that was very expensive and they want us to flip it every 3mo but it did it after 15 days. And they refuse to do anything because all 3 have done same thing. So a 10yr warranty is worthless. So we are going to have to buy a new mattress somewhere else!!! Why give a 10yr warranty and I have pictures of the problem and *********** says they will do nothing else about it.

  

  Business response

  02/23/2023

  The local store has reached out and offered to exchange the mattress.  This should be completed sometime this week.

  Customer response

  02/28/2023

  Response taken by BBB over the phone:

  I talked with ***** and he promised a refund we are waiting to the receive the refund.

  Customer response

  03/08/2023

  ***** said that he couldn't pick up the mattress until the 16th of March. Until he picks up the mattress and gets it back in his possession, he says he can't refund my money. So, until I get the refund, I don't want to close the case. 

  *****Transcribed by BBB staff over the phone*****

  

  Business response

  03/18/2023

  The product has been picked up and the money has been refunded.  Please let me know if there is anything else we can do.

  Customer response

  03/20/2023

   
  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

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/17/22 I went to Denver Mattress/Furniture Row to get a king size bed to match our existing bedroom suite. (We previously had a queen size included in the whole set that was bought there). I was upsold a very nice 16inch mattress and moveable base with the instruction that the frame was on back order and the moveable base would provide a temporary frame and then the legs could be removed to use it in the frame when it came in. One year later (today), we finally get the frame. With the mattress and base on it, the bed comes up to my chest. Its ridiculous. I immediately went to the location where I bought it, and was told we do not accept returns on moveable bases. I explained that it was not something I came in looking for, it was an extra recommended by the salesman and was obviously not made to work with this bed. At this point, (after three trips to speak to the manager) they are offering me ************************************************ **** for, plus a 149 service plan. So thats over **** Im out plus the fact that the bed is still too tall Because it was not made for a 16 inch mattress. I can live with the mattress, but they should return the money for moveable base.

  

  Business response

  02/02/2023

  Under company policy, this is a non-returnable product.  Given the circumstances, we offered this customer a 50% refund and feel this is above and beyond due to the fact this customer has owned this product for approximately one year.  We hope this is enough to resolve this issue.  If there is anything more I can do, please call me at **************

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

  Customer response

  02/02/2023

   
  Complaint: 18886316
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  the reason I (the customer) have had the base a YEAR is because the bed has been on BACK ORDER for ONE YEAR.  If the bed I bought had come in earlier, the problem would have been discovered earlier. Also, the company did not offer 50% refund. They offered ******. The base cost over three times that much. Again, this is the base that the salesman UPSOLD me to go with the bed that it OBVIOUSLY cannot be used with. 

• Initial Complaint

  12/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We were provided a untrained crew that was not able to deliver on the date provided. We will be going 4 days with no bed or place to sleep. I was hung up on several times by Denver mattress company. They have been very rude and unprofessional. I was instructed to assemble a bed frame prior to delivery and now I am being told to disassemble the bed frame.

  

  Business response

  12/22/2022

  Hello,

  I am sorry to read that you had some issues with your delivery.  I looked into this matter, and I was told that the delivery crew did have some issues getting the adjustable bases to fit within the bed frame you had.  To solve this, they had to order different adjustable bases that would fit, which took a couple of days. They said that they left the mattress for you to sleep on while they got the bases that would fit in your bed set.  I understand that they did not charge you for the upgrade to the better adjustable bases to help with the inconvenience that this has caused you.  I also addressed the fact that you said you were hung up on, and they assured me that this did not happen intentionally, although, we have had some phone issues that are currently being worked on.  Please let me know if there are further issues that need to be addressed.    If not, I hope you have a happy holiday season and that you enjoy your new bed, I also once again apologize for the inconvenience.  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Telluride Ultra ********************************* ($1,599.99) on 6-4-22, and was told that I had to purchase two pillows and covers($100) to get the Memorial Day Sale price on the mattress. It was delivered on 6-22-22. On 11-26-22, I contacted Denver Mattress in ******* indicating that after just 5 months there were impressions left in the mattress . I explained that I turned the mattress and felt a deeper impression on a area of the mattress that I had NEVER slept on. I am not a heavy person. I was told to do the broom test to identify the measurement of the permanent impression. I then traveled 40 miles to the Lansing store, showed ******************************* and another female manager the picture of the impression with the broom and they said it was not deep enough. As I looked for another mattress, ******* offered to sell me a USED Posturepedic Firm mattress on clearance that had been returned. I declined. Was offered to purchase a USED blood stained pillow for $5. I spent an 1.5 hours in the store searching for a suitable mattress to honor their 75% exchange policy. I purchased the Aireloom Luxury Firm. After sleeping on the ********* for 2 more nights I could still feel the deep impression on the area that I had NEVER slept on as I had just turned the mattress 3 days prior. I believe that I was sold a USED mattress!!! On 11-28-22, I contacted the Portage store (the number found for *******************, who is the Regional Manager). I spoke with a Manager named *******, told him the issues that I was having and he said that HE would contact **** and explain the situation and that if **** had any questions he would contact me. By 11-29-22 afternoon, I had no response. I contacted the Lansing store, spoke to ******************** to get a refund on the Aireloom that I purchased. I do not want to chance the same experience. That refund was given, however, they would not refund the ********* which has impressions/contours in areas that I have NEVER slept. Still waiting to hear from ****!

  

  Business response

  12/02/2022

  We have returned the product and issued this a customer and full refund December 1, 2022.  We do apologize that this customer didn't get the experience they wanted, and we will strive to do better in the future.

  Customer response

  12/05/2022

   
  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.  I appreciate Denver Mattress addressing my concerns.
  
  Sincerely,
  
  Leaubra White

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased mattress in 9.6.2021 that is under 10 year warranty. The first mattress brought out sagged within a month. The replacement mattress is sagging . I sent pictures and email in August have yet to receive response.

  

  Business response

  11/23/2022

  Customer is coming in to work with our manager and select a new mattress.  We hope this resolves the issue as work to find the right fit mattress for the customer.

  Customer response

  11/23/2022

   
  Complaint: 18418419
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  The Manager offered for me to come to look at other product at store, I'm out of town for Holiday. Plan to go to store Saturday when I return

  Customer response

  12/06/2022

  I spoke with Manager ****. I informed her I was flying out of town and would touch base when I return next for final decision. I would prefer this to remain until all is finalized.

• Initial Complaint

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a mattress and frame and base from Denver mattress on 9/27/2017. In 2022 I contacted them that it was developing a ** where we lay even though we rotate every 30 days. They said it wasn't bad enough to warranty. Then on 10/20/2022 I again contacted them took pictures with a flat edge and a tape were dip is there is over a 1 inch sag in the spots and again they say it's not bad enough to warranty. They have a 10 year warranty and again it has broken down further causing discomfort laying in the hole.But still will not honor there warrenty.

  

  Business response

  10/31/2022

  We believe this issue to be resolved.  On 10/22/2022, we did an invoice to order a new replacement mattress under warranty. I have attached the invoice to this response.   I checked today, and the replacement mattress has arrived, so if **** would like to call the store at **************, we can get a day scheduled to deliver the new mattress to him, and to pick up the defective mattress.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a adjustable bases two mattresses and two sets of split king ****** to be delivered to our home. When they brought the items to our home, it wasnt until I washed the second set of ****** that I realized they are queen ****** and will not fit our bed. I contacted Denver mattress immediately upon discovery. I lave called twice now two weeks in a row and keep getting the same guy thats says hes going to call me back. For the second time, he never called me back. This next wed will be the 3rd week i will be left with still only one pair of ******. I was in a major car accident and cannot manage stripping beds and washing ****** before the housekeeper gets here. I want those ****** before next Wednesday.

  

  Business response

  06/09/2022

  After contacting the store and speaking to the manager it appears that this issue has already been resolved. A new set of sheets were sent and delivered to the customer. The shipping confirmation shows that they were received by the customer on 6-8-2022. We consider this matter closed and regret any inconvenience the customer suffered. 

  Customer response

  06/09/2022

   
  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

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 4 pillows from Denver mattress company bogo free. They ****. You fall flat to the bottom. I've used 2 of them while trying out .. they will not return the product. I can return 2 of them I haven't used but will need to drive 40 miles one way out of my way then 40 miles back, and then I have to call back to customer service for my money to be returned. No where on this receipt does it say no returns. Or I never would of purchased from them. These are 150 worth of pillows I'm out of because these belong in the dump. I want my hard earned money back!

  

  Business response

  05/25/2022

  W have given this customer a ***** return label and will refund her completely when the items are returned.  We apologize for this issue and will be of better service in the future.

  Customer response

  05/29/2022

  Fed ex label was provided waiting for refund, once that is received I will close this case

• Initial Complaint

  12/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I made a purchase with Furniture Row and Denver Mattress, the Furniture Row employee told me to let Denver Mattress know that Furniture Row was going to deliver my bedroom set and to add the mattress to my delivery to get everything in one day, well today, 15 December 2021, my furniture was deliver and no mattress, when i spoke with Denver Mattress they couldn't give me a explanation on what happen, the sales individual even ask me what i did with my old mattress, implying that i should use that until the next delivery day which is a week from today.

  

  Business response

  12/22/2021

  Dear ******,
  
  I apologize for the delay in response.  I want you to know we got on this one as soon as we received it.  I sincerely apologize for the fact that your delivery did not have all of the items you purchased.  I have followed up with my Regional Manager for your area and I understand that the mattress was delivered yesterday 12-21-2021.  I hope this resolves the issue.  Please let us know if there is anything else we can do and thank you for your patience and for your business. 

  Customer response

  12/22/2021

   
  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

  12/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a mattress and box springs on Nov. 14. Was told they received it on 11-22-21. They could not deliver till 12-1-21 as they had a driver come down with Covid a week before. Delivery was canceled on 12-1-21 and rescheduled for 12-8-21. We arranged schedules to accommodate. On 12-6-21 at 9:10 pm i get a call from some guy named **** and he was going to deliver on 12-7-21. Told **** was to be delivered 12-8-21 and would have to see if could arrange someone to be there, Called him back told him could have someone there 3-5 pm. was told they could not deliver as his truck would not be back in town till 8pm??? He then proceeds to tell me that they do not even deliver on Wednesdays and that me being upset is misdirected and its the sales people fault. Called store next day, spoke with a ***** who very blatantly did not care about the problem. As I became upset, he told me thought it best to just cancel the order. Told him if they could not deliver by Friday 12-10-21 to cancel it. Then I discovered they had turned this in to Synchrony and my payment was due 12-22-21 but I still had not received the product and still have not nor have I received a call about delivery and no proof the order has been canceled. all I want is confirmation the order has been canceled and the financing recalled from Synchrony as I am not paying them for something they refuse to deliver. Note they charged me a delivery charge to deliver this. I am utterly appalled at the lack of concern, lack of service and lack performance and although I was upset when I spoke with them and for good reason, do not feel I can have any confidence in their business, product, service and they have show their words to be lies and their actions possibly violations of the **** in submitting an incomplete sale for financing. I will address this with the **** and if I do not get satisfaction, I may be forced to contact legal counsel. To sum up, All I wanted was a bed, they refuse to deliver it, wont confirm cancel

  

  Business response

  12/10/2021

  Unfortunately we were unable to meet the customer's desired delivery times and have a processed a refund to their account.  We greatly apologize for all of the inconvenience that this caused the customer and will do our best to not have these issues in the future.

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