Complaints

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

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  Denver Mattress Company, Inc

  5740 Broadway Denver, CO 80216-1023

  
• 

  Denver Mattress Company, Inc

  7618 N. Highway 91 Peoria, IL 61615

  
• 

  Denver Mattress Company, Inc

  1344 N Eastgate Ave Springfield, MO 65802-2445

• 

  Denver Mattress Company, Inc

  2711 N Prospect Ave Champaign, IL 61822-1097

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  Denver Mattress Company, Inc

  1001 Greenbriar Dr Normal, IL 61761-6416

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:04/15/2023

  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.

  Delivery team was very rude and careless. From the second they arrived to when they left you could tell they were in a hurry. The old mattress was thrown down the stairs, which broke three picture frames, damaged the wall and floor. Glass everywhere! Not even a sorry. He said do you have a broom and trash can? Then was told to call the store about the damages. They made it seem like it was our fault. My wife with 3 kids under 6 was left crying and cleaning to make sure all the glass was picked up.I feel they took advantage that my wife was the one home taking care of kids.Denver mattress paid for the damages to my home. After consideration my family has decided we do not want to be associated with a company that allows this to happen. When asked to return their mattress, we were told it was outside policy. We were offered 75% of the total.

  

  Business Response

  Date: 04/21/2023

  Our store has reached out to this customer and let them we will refund them 100% of their purchase price once the product has been returned.  Our delivery crew is scheduled to pick it up this week.  We believe this issue to be resolved.

• Initial Complaint

  Date:04/03/2023

  Type:Delivery 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.

  A case has arisen wherein Denver Mattress of ***********, ** has failed to deliver a mattress purchased on 2-6-23.Three (3) times dates were set to deliver the mattress and 3 times something hindered promised delivery dates were: 2-9-23, 2-10-23 and 2-13-23.After failed deliveries, I called and said I would pick it up, which I did. I was promised the prepaid delivery fee of $79.00.I have returned to the store ***************** and 3-3-23. Each time a pretense of looking for a check takes place and they disappear leaving me standing and with no explanation.Your help in this matter would be welcomed.

  

  Business Response

  Date: 04/05/2023

  The refund for the delivery has been processed and the refund check has been given to the customer.

   

  Thanks,

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

• Initial Complaint

  Date:04/02/2023

  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.

  The two guys showed up with an attitude, cut the plastic cover off the bunky board there was a lot of apparent damage to it several holes on top in which the large guy wrote on the invoice one hole, liar. I didnt want to sign for it he said then I have to take it back, I took the invoice to sign but also make my notes and pushed my door closed in which he pushed it back open! I made notes on how many holes there were and how rude they were and signed it and gave it to him. They SLAMMED my fence gate closed on the way out? Horrific service, lousy employees, I will never purchase from this store again. Its really outrageous how they treated me. I took a photo of the damage and of the invoice after I made my entry in case they tried to change anything. I also voice recorded the entire visit as I had a feeling from the last delivery it would go poorly.****************** an owner replied to a complaint on ******** and tried to get me to contact zen desk which I did to no avail! She also stated they ordered me another bunkie board and they would contact me when it came in, NEVER happened, this was nearly two months ago. Horrible customer service. I purchased a day bed, a trundle, a mattress, four pillows and that was just this visit! I seriously dont get it?

  

  Business Response

  Date: 04/03/2023

  BBB, please transfer this complaint to Furniture Row as this is not a Denver Mattress purchase.  Thank you.

• Initial Complaint

  Date:03/29/2023

  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.

  in January 2022 my husband bought us a Purple 4 mattress with protecor and sheets. In the last 30 days we noticed that the top of the matress had seperated from the sides. I called Purple Mattress and they said is sounded like a warranty issue but since we had boguht the mattress from Denver Mattress to contact them. I contacted them and they said to send pic. I sent the pics and literally with in 15 minutes they said not a warranty issue the foam is attached to the grid for shipping and it does not impact the mattress when it seperates. Well it does impact the mattress, it is so bad now I can not longer sleep on it. Warranty says any indetions of 1" are covered by warraty. I can literally stick my hand through the mattress side and touch the coils. When I asked the local store to provide the contact info for their legal department they refused to When I sent them the name of their general counsel asking to confirm they refused.

  

  Business Response

  Date: 03/30/2023

  The store reached out to the customer on 3/29/23.  There was confusion in the store as to whether this issue is a warranty or not.  It is a warranty defect and the product is being exchanged accordingly. We believe this issue to be resolved. 

• Initial Complaint

  Date:03/19/2023

  Type:Product 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 purchased a queen *** 02/18/23 and brought it home got a $300 gift Gift card and it got us sheets pillows and mattress protector the *** was uncomfortable for 30 days one side sunk down bad and so 03/18 went back to exchange for a different mattress it had a 200 gift card with it and we were told we couldnt get the gift card with this one I see that to be wrong it was a gift we should of got we were also told at first they owed us a difference of $40 then turned around and said oh you owe us $70 WTH really and we never even received a receipt on new mattress..just wanted a second opinion on this

  

  Business Response

  Date: 03/20/2023

  The store contacted the customer and explained how the gift with purchase programs work.  The customer was offered an additional gift card and we believe this situation to be resolved.

  Customer Answer

  Date: 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

  Date:03/03/2023

  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 suppose to receive my bed on feb 27 I also was getting a couch delivered when they came it was only the couch I called the store in ****** ** the manager said it there was no order there I told him my son came to get the bed earlier but was to big for the vehicle and he took a picture once I stated he took a pictures then he said it got wet and I should order from another company they didnt even inform me they had to reorder called corporate they said they can give me free delivery even so I all ready paid for it I have no bed and had to buy air bed smh

  

  Business Response

  Date: 03/08/2023

  We have spoken to this customer and offered a discount for the delay.  We believe this matter to be resolved.  

• Initial Complaint

  Date:02/17/2023

  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.

  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

  Date: 02/23/2023

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

  Customer Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/23/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/17/2022

  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.

  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

  Date: 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

  Date:11/29/2022

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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