ComplaintsforMattress Mars

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased the mattress on June 1. When we purchased mattress we were told over phone twice by Salem, Store manager, that we could return the mattress for a full refund after 30 days if we didnt like the mattress. When we went to return he said they only do a return if the mattress had a malfunction. Salem, store manager agreed to waive the 100 exchange fee so we could get another mattress. So we tried to do a charge back with our credit card company Because we felt we were lied to about the return policy The business ended up winning the dispute because they have their return policy in writing. after we lost the charge back I have tried to get the exchange processed to get a different mattress for 2 weeks. My emails were ignored and phone calls. The only reason i finally got them to answer the phone was because i called from a different phone number. When they answered they said they have not got the money back from the charge back which they have because **** ** ******* resolved the charge back over a month ago in the businesses favor. And now Salem, store manager, is saying that they will waive the 100 exchange fee but we hav eto pay to have the mattress brought back to them. I asked for him to show me that in their policy and it desnt state that at all. I have attached purchase receipt, their refund policy, and the email showing they will waive the exchange fee. At this point i want to exchange my mattress and i am getting ignored and being lied to constantly.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased a mattress, frame and box spring on 12/31/22. Upon delivery noticed the mattress had been repackaged and taped shut. Thinking this was just a tear in bag they retaped we set up rest of the bed. When opening the mattress noticed discoloration in the center. Using a black light we tried to see what it was. There was a large liquid spot in center of mattress and smaller droplets around as well. We also found 2 hairs in our brief inspection. We notified delivery guys to come back they would not. I sent the owner (Salem M****) a video and pics. I got a response that they were sorry and would contact us with resolution. I responded saying pick it all up we cannot trust anything from the store at this point I don't know what this liquid is could be a biohazard substance who knows. That was 2 days ago and since then they offered to get a new one sent out which we declined asked for full return & refund. I offered to deliver all of this back to them at my cost, they refused. They also refuse to refund box springs and frame for some reason. Said this is their policy. This was not communicated during the sale and this store has no sign stating "no refunds". They said they are working on picking up mattress but they have to schedule it. This business has done this multiple times looking at their reviews. They are not trustworthy and anti consumer.

• Initial Complaint

  10/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a bed that came with 450$ value sheets pillows matress protector and pillow cases. Company gave me the wrong size so I returned them for the right size but they say they don't have them and that's "it's your problem now" "you shouldn't have returned the king sizes sheets, at least you'd have something" "this is all your fault" they also say they will not refund me as I already took the bed. They refuse to tell me when the queen sized package will if ever come in and laugh on the phone at me saying it's not their fault. I just want everything else the bed is supposed to come with and they are refusing to provide what I purchased they refuse my phone call unless it's form another phone number, the bed costed 700$ and were supposed to come with the sheets for free but say it's not their problem anymore

  Business response

  11/02/2022

  Business Response /* (1000, 8, 2022/10/19) */ GOOD AFTERNOON, ************* HAS RECEIVED HIS FREE BUNDLE AND IS NOW ALL SET. HE TOLD US THAT HE WOULD LET THE BBB KNOW THAT HE IS NOW TAKEN CARE OF AND IS ALL SET. FEEL FREE TO CONTACT THE CUSTOMER TO VERIFY. THANK YOU Consumer Response /* (2000, 11, 2022/10/20) */ ********* Wed, Oct 19, 12:12 PM (20 hours ago) to me Yes you can close it Sent from my iPhone

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a lot of mattress from this business on 5-28-2022 for business use, business owner said we need to apply for resale certificate to receive tax exempt, and business ower did not charge tax on the date we placed order in store, we are agreed upon sending the business owner the resale certificate then he will make delivery. We spend $104 paying for online expert to apply the certificate, and we sent mattress mars when we recevied the copy of the resale certificate, mattress mars owner called and told me I better off pay the tax first because he's accoutant will need a week or two to processing, then that will caused our delivery delay, so we went to the store again on 6-24-2022 and paid off the sales tax, and the business ower said he will contact me about refund the tax charge, he said he can refund in both check or******. I waited for over a month and never hear back from the business owner, I email them, no reply, I called them, no one pick up the phone. This looks like a fraudulent behavior to me, the business owner made us spent more than this order supposed to be in order to make a sale, and avoiding providing an answer to this problem.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/08/25) */ We spoke to the customer and the customer is now all set.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 18th, 2022, my wife and I bought a Mattress at Mattress Mars. My wife has a back condition. We bought the most expensive mattress because the vendor repeated that, if we didn't like it, we could return it within 130 days. My wife's back couldn't adjust to it, her situation was getting worse. She spoke with her rheumatologist, and the doctor advised her to stop sleeping on the mattress immediately. I called the vendor to return the mattress. He suddenly changed his stance. Now we couldn't return it. We have to exchange it for another one and we couldn't get the remainder of the money back. There is nothing wrong with having this policy. What is wrong is not letting the customer know at the time of the purchase. And verbally misleading the client by saying YOU CAN RETURN IT WITHIN 130 DAYS. One written proof that shows we were not aware of this policy is the date when the email with the invoice with the policy was sent. I requested the invoice almost one month after the purchase because he didn't give it to us when we made the purchase or on the day of the delivery. It's very sad that my wife is back to the old mattress that more or less works for her, and we found ourselves with a $7,000 debt (interest included). I started to pay the loan this month on a super fancy Serta mattress, properly re-packed and stored vertically behind the tv furniture in my living room, all because of a sales hustle. And I wonder, how is this salesman getting away with this dishonest approach? How many other people are being misled? I request 100% money back from Mattress Mars or the cancellation of the loan with Affirm, the free mattress pick up, plus the payment of the hours that this situation has and will, take me to resolve. I'm submitting this complaint to the Office of The Attorney General, The Federal Trade Commission, the Better Business Bureau, and The Florida Department of Agriculture and Consumer Service. Please help me! Thank you in advance **************

  Business response

  09/15/2022

  Business Response /* (1000, 8, 2022/08/25) */ We are working with the customer and Serta to exchange the mattress.

*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. ↩