Business Profile

Mattresses

City Mattress of Florida, Inc.

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Complaints

This profile includes complaints for City Mattress of Florida, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

7 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:02/10/2025
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.
On 1/11/25 I purchased a twin extra long Prana 3/3 XL Select Hybrid Plush Mattress for my granddaughter I also purchased a Mantu Linkspring with arms [bed frame] which was displayed in the showroom with a twin mattress in it. I was assured by the salesman/store manager that the extra long twin mattress fits in the frame.I paid $1,185.53 and received the attached 2 page receipt # *********. Please see 90-day mattress comfort guarantee on page 2. On January 18th, the items were delivered.The extra long mattress clearly did not fit properly in the bed frame with the frame opened to its maximum ********* granddaughter slept on the mattress for three nights. Each morning she felt dizzy and was unable to function as usual. She went to multiple doctors and received a diagnosis of ************************************ (BPPV) and was told to see a vestibular therapist. She had not experienced BPPV prior to sleeping on this very bouncy mattress and will not sleep on it any more.I went to the showroom and requested an exchange of the mattress and to return the frame. I was told that the mattress was not exchangeable and that the Mantu Linkspring bed frame was not returnable. I was told to go on their website if I had a further complaint, and was not given a name or contact information for higher management.I was NOT told this at the time of purchase and my receipt clearly explains that there is a 90-day mattress comfort guarantee. II was not warned that the mattress could cause or contribute to BPPV. I was deceived by City Mattress during the sale of these items and would like a full refund of $1,185.53. I would like for City Mattress to pick up both the mattress and frame. They are both in perfect like new condition, the same as when they were delivered. Note: My daughter will provide the doctor's records for my minor granddaughter if needed.
Business Response
Date: 02/11/2025
We have reached out to this customer to offer an exchange of equal or greater value. This customer purchase an AS-IS product that has no returns or exchanges per our policy.
Business Response
Date: 02/11/2025
update 2/11 at 3PM. We reached out to the customer and they agreed to an exchange.

Customer Answer
Date: 02/24/2025

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:02/08/2025
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.
Bought a Prana karma matteras as it was warranted for 10 years. We feel lied too as nothing we were given mentioned it must have an over a 1.5" depression defect for the warranty to work.2000$ matterass and they offered a few 100 off anorher more expensive matteras We woukd not have bought if they mentioned the 1.1/2" requirement. We states before how important a flat surface was for her broken back The omission of Truth is still a lie And it's not on the Prana site either We should get a partial refund as a minimum for this lie
Business Response
Date: 02/11/2025
We went out to the customers home on 1/22/25 to inspect the **********************. We found that is not not defective and within the 1.5inch body impression or less as impressions up to 1.5in are normal. This is stated in the warranty on **************************. Please see attached. We have reached out to the customer to see if we can come to a resolution
Customer Answer
Date: 02/11/2025

Complaint: 22916357

I am rejecting this response because
i was lied too when the sold the mattersss. No mention that 1.5 in was acceptable. Again , we would not have bought it and feel cheated out of 2009$. Any trade in would still cost us another 1600. Unacceptable
the 1.5 " criteria is not on Prana site either
We were very clear about needing a flat surface
Sincerely,

*** ********
Business Response
Date: 02/12/2025
The warranty or up to 1.5in impression is an industry standard measurement.
the warranty is, in fact, on the ***** website under the warranty link.
Customer Answer
Date: 02/14/2025

Complaint: 22916357

I am rejecting this response because:

anorher l misrepresenting of Truth. The Prana warranty on line is as shown. The pdf they sent is not on line.
the main point is we told him how important a flat surface was and he said it garunteed.
omissions of Truth is still a lie

Sincerely,

*** ********
Customer Answer
Date: 02/18/2025
As shown in last email the Prana site does not list the 1.5" depression as acceptable. They are wrong and lying
i was cheated
Initial Complaint
Date:01/15/2025
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 purchased an expensive mattress and was told that there are never complaints about this mattress I purchased. I informed the salesperson that I have gone through 3 other mattresses and was ***** of purchasing yet another. The salesperson was influential in convincing me to make this purchase. The salesperson was fairly convincing and said it was one of their superior brands. After experiencing it for a few weeks it was no better than any other mattress that I purchased and called within the 90 days and was flat out denied a refund. The salesperson should not have been so positive about this and not made remarks that were just not true. This company is defiantly shady and the sales people highly manipulative. I had been warned by another individual to be careful but my guard was down out of desperation.
Business Response
Date: 01/30/2025
We have reached out to this customer to offer to exchange their **********************. Our policy is customers can exchange their ********************** if they are unhappy with the comfort within 90 days of equal or greater exchange. We do not offer refunds which is stated in our policy. We will reach out to the customer again today, 1/30/2025, to reiterate our policy and welcome them in to do an exchange.
Business Response
Date: 02/04/2025
We reached out to the customer to do a full refund and pick up the product. The customer responded by saying "guys too late, I already bought a new mattress and they discarded the old one.
Customer Answer
Date: 02/04/2025

Complaint: 22816493

I am rejecting this response because:
I was told two weeks ago they would not refund only option was to trade it for a new one. I then contested the charge at ****, which is why they are reaching out again now they told me they would not refund the money only swap I had no confidence in buying another mattress from a company that the sales person tells me nobody ever complains about so I bought another mattress. I want my refund or Im hiring a lawyer.

Sincerely,

******* ******
Business Response
Date: 02/19/2025
We **** agreed with the customer to pick up and provide a refund. He told us the mattress he purchased from City Mattress was not in his possession anymore. We are waiting for him to get it back so we can schedule a return delivery for inspection. Once the mattress is returned is satisfactory conition, a refund will be processed.
Initial Complaint
Date:10/16/2024
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.
After reporting the defect they refused to exchange twinx mattress for one in perfect condition unless I paid an additional $350
Business Response
Date: 10/16/2024
Regional Sales Manager
***** Westerdahl
Business Response
Date: 10/17/2024
Hello,
We offered a a full credit of $320 to this customer which what was paid for an AS-IS ********************** which retails usually for over $2000. The customer was informed that the AS-IS product can not be returned. We still offered a full credit. The offer is still available.
Thank you,
***** Westerdahl
Regional Sales Manager
Business Response
Date: 10/25/2024
we have reached out to the customer on the phone number provided on 10/23 and 10/24 and now just again this morning 10/25 and have left voicemails.
We called ************ and also ************. The customer has yet to respond back to our voicemails.
Initial Complaint
Date:10/08/2024
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 10/7/24 I spoke to ****** at the ******************* at City Mattress regarding a part ordered on 7/11/24 for my mechanical bed - Adjustable Base Mechanism breakage, Mechanism - Sleeper, Metal. Prior to this call, I was informed that the part could take up until 12 weeks to arrive. It is now over 12 weeks and needless to say the part has still not been sent. The part should have been delivered or received by now. An email address and phone number were provided to the company and on file. Yet no updates were ever given. I was told that ****** would look into the matter and process the information to his team. Then they would track the part and the reason for its delay. Presently, I have not heard back from the ******************* or City Mattress through email or ******** a loyal customer, I would have expected much better customer service. I would like my part to arrive and be installed without any further problems. Thank you.
Business Response
Date: 11/06/2024
we have reached out to the customer on the phone number provided on 10/23 and 10/24 and now just again this morning 10/25 and have left voicemails.
We called ************ and also ************. The customer has yet to respond back to our voicemails.
Initial Complaint
Date:02/22/2024
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.
"My wife and I bought a Aire-Streamline mattress on 12/17/23. The lady we spoke to was *****. She helped us select what we thought was the best mattress at the time. We had the mattress for a month and were having some back issues. My wife called and spoke to a guy at the store and asked about returning the mattress. He informed her that they do not do returns. This was a shock to us because before purchase we had discussed with ***** the ability to return the mattress if there were any issues. She said that would not be a problem. However, upon further review of the contract we found out that we can return the product, however only for an exchange for equal or greater value. No refunds. I emailed *****. I informed her that we do not feel that she fully explained this return policy to us. We were told a vague description of the return policy so that we could be quickly locked in a contract. This no refund policy was a crucial piece of information that I needed before deciding on what mattress company to make a purchase through. I have also worked with ***** in finding a replacement mattress. The only mattress that stood out for more comfort was the Aireloom M2 Plush. However, this is around $2,000 more than our original purchase. Also, this has the same circular groove design as the last mattress. We believe this is what is causing us back discomfort and for us to keep waking up in the middle of the night. Therefore, upgrading is not an option. I requested a full refund but was denied by *****. The **************** asked if I wanted a mattress topper free of charge. I declined, telling them I had already bought one and it didn't help. Also, I shouldn't need a topper for such an expensive mattress. It should already be incredibly comfortable. I feel like I am now dealing with a company that cares more about profit than the customer's satisfaction with their product. We are in debt with a mattress that is uncomfortable. It feels like the company could not care less."
Business Response
Date: 02/23/2024
City Mattress is aware of the ********* complaint and we are working to help resolve this. Our policy is clear that we do not allow returns for refunds. We are trying to resolve this with optional product, discounts, and free goods. We will continue to work with the customer to ultimately resolve their discomfort. The store manager *****, regional and corporate management are involved. The store manager will reach out to the *********** again.
Customer Answer
Date: 02/27/2024

Complaint: 21331006

I am rejecting this response because:

***** sent me an email today. This was her response: Have you decided if you want to change the mattress for the M2 plush or would you prefer to try other Mattress?
Please let me know so we can coordinate!

I am not responding back to ***** because I feel like Im going in circles with her. She is not listening. My wife and I have already looked at the other mattress options with her at the store. The other mattresses were not comfortable for us. Then the M2 Plush is softer than the one we have now, but it still has circular grooves which cause us back pain. It is also an additional $2,000 more. The fact that she is still offering the M2 Plush is ridiculous. City Mattress corporate office had her offer us a mattress topper prior. As I mentioned before, we already tried that option.We purchased one and it didnt work. I worked with ***** in the past, waited 60 days to see if the mattress would improve in comfort, and it has not. City Mattress refuses to give me a refund or counteroffer off the original price of the mattress 4,321.73.
Sincerely,

*********************************
********************;

Customer Answer
Date: 03/08/2024
I wanted to put in some final notes on this complaint against City Mattress. I'm showing the last messages I had with *****. It looks like City Mattress final decision is requesting my wife and I drive an hour north to another store in ********** Florida. This is so we might possibly find another mattress option there. It's just shameful business practices.

Thursday Feb 29th.
Hello *****. We have already discussed the mattress situation before when it comes to exchanges. None of the mattresses at the store met our comfort requirements. Also I'm not sure why you brought up the M2 Plush again. It's $2,000 more and it still has the circular groove design that hurts our backs. No point in upgrading to that. So I have worked with you and the corporate office. It seems your company is not going to do more than simply offer probably a $50 dollar mattress topper to make us go away. Like I mentioned before, we did try that. It didn't help much. Also you shouldn't have to add comfort to a mattress that expensive. I was hoping your company would at least offer me some good discount or something off the mattress considering the situation. Looks like corporate office cares more about the money than customer satisfaction. ********************** may have a good inventory of mattresses. However that doesn't mean every customer will find what they are looking for at your store. Customer may not find the perfect ********************** until they purchase one and try it out for that ****************************************************************************************** discount. So, for now we are going to try to make this mattress work. We are working with the Better Business Bureau and other organizations to see what else can be done. In the mean time, don't expect a good ****** review for your store. Thanks.

-********************;

Thursday Febuary 29th.
Greetings. I just follow procedures, you can go to a City Mattress at one of the stores in ********** for other exchange options.
Sent from my iPhone

--
*****************************
Store Manager

********************************************************************
P ************  F ************

*********************************
www.CityMattress.com

Customer Answer
Date: 03/16/2024
City Mattress has decided to make an exception to their equal or greater value" policy. They authorized an exchange of mattresses. They came and removed the old mattress, and they replaced it with a Beautyrest Medium ZERO. They will refund the difference between the two mattresses.My wife and I are satisfied with the new mattress, and our business is concluded with the company. Thanks.
Initial Complaint
Date:10/22/2022
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.
I bought a full sized mattress set and bed frame at City Mattress, in **********, Florida 4 years ago which included a 10 year warranty.I spent approximately ******* dollars. At the time of purchase, the Saleswomen not only assured me that "any headboard would be able to be" secured with any bed frame and that is not true, but most of all, the mattress is sanging in the middle causing me great discomfort, and possibly responsible for waking up in the morning with muscles feeling pulled, and continous waking up whereas when I've slept at friends homes, I experienced solid sleep and feel very refreshed. I called ************** store and explained the situation and their mattress person called me but he complained about traveling to my location and then didnt' hear from him after that, then called the ****** store and they sent me their guy from *************** who came and "measured" and I believe it was done very subjectively. He said that he saw the sanging and asked about my sleeping habits and if I sleep alone... (none of his business) and said that I was .5 inches from having the warranty come into play. I have contacted City **** twice on their customer service site and no results over the last month. I am insisting on some *********************** support. I was told that the bed set is no longer made, and therefore I would be responsible for any price difference, which is insane. Shame on City Mattress that is supposed to be a better company but not in my case. I am now looking for another set outside of City Mattress and certainly am looking for a well named and well made mattress set. I am spending alot of time and money looking for another mattress set that I can afford and won't be sanging in 4 years. I deserve better treatment from City Mattress. The "measuring" across my mattress is bound to be subjective and faulty. I am requesting better treatment from City Mattress.
Business Response
Date: 10/28/2022
In Response to ******************** complaint:
**************** purchased and received a Sealy ******** Queen **** Mattress on 10-27-2018. This mattress was purchased with a matching foundation and heavy duty frame. On 9-15-2022 City Mattress inspected ******************** mattress and measured 1" indentation in the sleeping area. The measurement was performed to industry standards and normal practice. A 1" indentation is considered normal wear for a quilted mattress and would not be covered under the manufacturer's warranty (attached). All mattresses will show some compression of the foams through normal use. Sealy has a threshold up to 1.5" to be considered normal. Any indentation of 1.5" or more is considered a defect. In ******************** case, her mattress is not defective and therefore is not being exchanged. **************** has the remainder of the 10 year warranty that comes with the mattress. If **************** feels the mattress has gotten worse we will be happy to reinspect at no charge through the remainder of the warranty.
In an effort to accommodate ****************** invite her in to one of our showrooms to speak with a store manager for a discount on a new mattress.
Customer Answer
Date: 10/28/2022

Complaint: 18300485

I am rejecting this response because: They can appreciate my displeasure by offerring a discount however, they have given me no specifics on the discount recommended for a future purchase. There is no way that I would go to the nearest City Mattress which is over an hour away and tell them that I'm supposed to receive a discount. There is no paperwork provided by City Mattress for this discount and no description of the discount, not only specifying the amount of the discount, but the conditions of the discont, such as does the discontent expire, what product is it good on. Why would any store take my word that I am supposed to get a discount. They need to do better than this.

Sincerely,

*********************
Business Response
Date: 11/08/2022
City Mattress will reach out to this customer within 48 hours to offer a resolution.
Customer Answer
Date: 11/08/2022

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,

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

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City Mattress of Florida, Inc. is NOT a BBB Accredited Business.