ComplaintsforThe Mattress Hub

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a mattress that was a floor model at The Mattress Hub in Lawrence. It was told to me that the mattress had never been used. I brought the mattress home, slept on it, and immediately knew something was wrong with it. It had a deep sinkhole in the middle. I asked if it had been used. They denied that it had been. I asked to return it, or to receive some sort of partial credit. ****, the store employee, refused. If it was not used, it must have had some kind of a factory defect. It has always had this deep sinkhole. The only way to sleep on the mattress is to move to one of the sides, and sleep on an area smaller than a twin bed. They had an obligation to disclose any issues with the mattress. They did not. A fair resolution would be to allow me to select a different mattress. I am happy to allow them to inspect the mattress.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Oct 21 my wife and i met Justin (************) at the ******** ** state fair. We were happy to see a ****** demo and were told him we wanted a split king bed. He had some technical issues and had to borrow someone else's tablet to write it up. He looked pretty flustered but offered to give us a set of split king sheets (we had already purchased two pillows) as a "military discount". When the bed arrived it was not a split king but instead a standard king. I notified him immediately and he said "we will take care of it after the holiday". Well, I did not hear back from him again until I called again. He was adamant that he had video of me "changing my mind" after he told us the price and that he could not share the video because it was for his company and not me. This is where the problems really started. He kept blaming me for the mix up and I checked back with my wife, who has an impeccable memory" and her version again agreed with what I remember. Well long story short, he finally agreed to at least swap the sheets. But it's been weeks and he is not responding to my text. What I really wanted was a split king bed but what I settled for was an exchange of the sheets that he "promised" to send out. Now I'm feed up! I expect someone (other that the ***** sales rep) to contact me and figure out how your company will make things right. Replace the bed or provide a set of sheets that fit with a discount for the aggravation of not getting the bed I wanted.

  Business response

  02/19/2023

  The manager of the Home Show and Fair Division has confirmed that a set of sheets was ordered for the customer as desired and was delivered on February 4th.

• Initial Complaint

  10/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 31, 2022, I purchased a mattress from the Mattress Hub from Carole. The next morning we changed our minds and called to cancel the order. I spoke to Carole who said our check had not been processed and it would not be a problem to cancel. I thanked her and thought nothing else of it. On October 1, 2024 our doorbell rang and it was the Mattress Hub trying to deliver a mattress without any other communication. We did not accept the item. We are seeking a full refund of *******, that was processed even though we canceled. The sales order was ********. I should have put a stop payment on the check, but I believed Carole (CAB) when she told us not to worry, she would cancel the order.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/10/04) */ The original order had a delivery date of 9/3/2022, however the customer had requested to cancel shortly after purchasing. The store had set a delivery date further out to keep the product reserved in the event the customer changed his mind. Once the store representative and the customer had spoken about the order, a refund request was submitted to the office on 9/5/2022 to refund the full amount back to the customer. There was an oversight where the delivery date was not removed from the ticket, which is what prompted the delivery crew to try to deliver the mattress on 10/1/2022. We have looked into the issue fully and discovered the store did send a refund request to the office on 9/5/2022, but it hadn't been processed as of the time of the complaint. The office is currently processing the refund of $******* which will be mailed to the customer. The customer also called the store on 10/4/2022 to speak with our representative about the refund. We assured the customer that a refund check will be sent to him in the full amount.

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