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Business Profile

Mattresses

Dr. Snooze

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

This profile includes complaints for Dr. Snooze's headquarters and its corporate-owned locations. To view all corporate locations, see

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Dr. Snooze has 4 locations, listed below.

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    • Dr. Snooze

      11100 SW 93rd Court Rd Ste 3 Ocala, FL 34481-5188

    • Dr. Snooze

      11100 SW 83rd Court Road Ocala, FL 34481

    • Dr. Snooze

      7859 SW State Rd 200 Ocala, FL 34476

    • Dr. Snooze

      805 West Main st Inverness, FL 34450

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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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    • Initial Complaint

      Date:02/03/2025

      Type:Service or Repair 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.
      I bought a Sherwood Mattress from Dr Snooze on ************************ on 1/6/24 -$399.99. The warranty per the mattress tag lists a 10 year warranty. It has been a year (actually less at the time this was originally reported). I had contacted Dr. snooze ************* multiple times and did not get a response I then contacted Sherwood bedding. They are the manufacturer of the mattress and advised them of the sagging in the mattress and that I wanted it to be reviewed for a warranty issue. They were very responsive asked me to provide all the documentation which I did. They said they would contact Dr. snooze and let them know that I've been trying to reach them being it was still under warranty with Dr. snooze Finally, Dr. snooze got back to me and wanted me to jump through all these additional hoops to provide additional information My issue is I purchased the product that they guaranteed they should be the ones coming out and assessing the Merchandise. This mattress was purchased for my 84 year-old mother-in-law Who weighs around 100 pounds. The mattress should not be sagging or soft at all with in a years time I prefer to resolve this amicably without further actions needed. I hope you can get a resolution for me I have purchased three mattresses now with this company and you think that they would want to keep a satisfied customer I would even be willing if a partial credit for the mattress and I would upgrade To purchase to the most firmest mattress that Dr. snooze sells. Thank you sincerely ******* ********

      Business Response

      Date: 02/19/2025

      Dr Snooze received a call from **************** regarding a mutual customer - she had contacted them regarding a possible warranty claim on her mattress. The customer stated that she had emailed us but we had not received any emails, however we have been having intermittent issues with our email so I'm sure that she did email, it was a failure of our email system. We immediately emailed this customer back, requesting the specific photos that the manufacturer asked for. They require a photo of the mattress with a measurement of the depression, using a straight edge. This is standard of all manufacturers. We also offered to come and do this for the customer for free, in case she did not want to take the photos. After this email, we did not hear from the customer at all regarding the warranty.

      The customer never called either our **************** number, nor any of the stores. 

      We would like to service her warranty, but the manufacturer does require specific documentation in order to approve the exchange. Without either this documentation from the customer, or her agreement to let us into her home to take the required photos, we cannot get her mattress approved for exchange by the manufacturer. We don't have any other way to submit the warranty.

      The customer is free to call us at ************ to schedule an appointment for us to take these photos. This phone number is to one of our local stores, with a manager that is able to help her, and is staffed at all times during business hours.

      Thank you,

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

       

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