ComplaintsforMattress Direct, LLC

• Initial Complaint

  06/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  12/8/2023 Paid $500.00 for 2 Stearns and Foster 6-inch low profile box springs from saleperson **** (who is not at that store anymore). 2 9-inch box springs were delivered. I informed the delivery personnel that this was a mistake and to take them back. The delivery men said they could not bring them back. I called the delivery department while the delivery men were there, but the staff person did not authorize them to return the box springs saying they left, but they were still at my house awaiting instructions. I went to the store 4/8/2024 to discuss the matter again. For a second delivery fee that I felt compelled to agree to, we agreed they would deliver the 2 6-inch low profiles and remove the 2 9-inch box springs. This agreement was with * * ******** at the store. To date, I am still waiting.

  

  Business response

  06/20/2024

  We will make the exchange. A representative of Mattress Direct will be reaching out to you today. Thank you for your business.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 27, 2024, I purchased 4 Mattresses from MattressDirect. Sales Order ******** Salesperson ***** ******* Customer Number ******** store 05 Delivery Date 06/05/2024, It is currently 4:42CST on 06/05/24 and there is no delivery. They changed the delivery date to ? My husband missed a day of work ; they have our money and the mattresses. We wo not work from home. We are working people and can not just take off. This is unacceptable. I stripped the bed trimming off four beds (including the one we sleep on) for delivery today. This is unacceptable. Big businesses do not care about the little people who support them. Once they have your money, they think they can treat you anyway

  

  Business response

  06/06/2024

  Manufacturer delivery did not arrive on scheduled day, attempt to contact guest was made. Phone was not answered. Guest was rescheduled for the next day.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Mattress Direct to buy a new pillow like one that i bought there before. It was a queen size pillow - when it got home it was not the same size as the pillow at home. I went back to bring it to exchange it and was told at that time all sales are final - there is no sign anywhere in the store but it is on the bottom of the receipt after you have already made the purchase. When I went back to the store the girl tried to compare the size of the pillow like cereal boxes at the grocery store before COVID. That is no comparison for pillows. She should be the display with 4 queen pillows and 3 was one size and the other was the correct size. I questioned that and again she went back to COVID. All good, however, they sent me a survey to complete and I did complete the survey and advised what took place when I went to return the pillow. I was dining out with family this past weekend and the sales clerk walked by our time and looked at me and said Thanks for the survey. This not very professional and this is not very appreciated. The company sends a survey and then you get approach by the employee when you are out with family. That is very unprofessional and rude!!! If they do not want to hear people's honest opinions then don't send a survey and if they do want to hear your opinion train your employees to be professional and keep comments pertaining to a business transaction out of other places besides inside Mattress Firm.

  

  Business response

  03/14/2024

  All pillows are standard size from the manufacturer. Guest signed the sales order ticket that All are Sales Final.

  Customer response

  03/15/2024

  
  Complaint: 21415307
  
  I am rejecting this response because: the reason that was provided to me was that each manufacturer has different size specifications for queen size pillows, which is absurb. I bought my queen size pillow that was also purchased from them 6 years ago so that the sizes could be compared and there is a huge difference in the length of the 2 pillows. both  are the same depth/height but not the length. so to say this is the standard from the manufacturer is false. if this would be the case, the queen mattresses would also be different in size.  i wanted to also note that the policy all sales final, no refund, is not made aware to the buyer until after payment has been given to the cashier & a receipt is handed to the consumer. i did not want a refund, i wanted to exchange for a pillow comparable to my original pillow size that was purchased from them 6 years ago, they did not even give me the option to exchange or pay the difference of the next size they had in the store, which was the same size as my own pillow
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a mattress from Mattress Direct on April 16th, 2023 and it was suppose to be delivered on April 18th, 2023. I scheduled to be home that day, but unfortunately the delivery team forgot to put the mattress in their truck further delaying my shipment to April 22, 2023. I was not home that day so my nanny had to sign for the mattress. Upon my discovery, it was the wrong Mattress that got delivered to me. I ran to the salesperson ****** ******* (825) to get my issues resolved. He told me that the mattress I ordered was sold out. In my head I was thinking so you sold me a sold out mattress? What kind of business is this? He offered me an alternate solution, which is to buy another mattress and pay the difference. He made promises to fix the bill for me. When my new mattress came in, they took back the old mattress. After awhile, the bill kept showing two purchases of the mattress. I went back to the store to talk to ******, and he kept telling me that he will send everything to corporate for them to fix. I called corporate and talked to ****. She kept insisting that she was not going to give us a refund based on the signed paper, and did not care at all for our situation on being scammed. I am really upset that they scam me out of $1797 dollars. I don’t even have that mattress that they took back. If you look at the receipt you can see that the mattresses are different. I ordered the limited edition, but received the ultra plush. I also have recordings of the conversation with ****** agreeing on the terms we had together for further investigation.

  

  Business response

  09/28/2023

  09/28/2023
  Dear BBB,
  We have been communicating with Mrs. **** ** and do appreciate her business with locally owned Mattress Direct. We are at a loss however on how her communication to you is not based in facts. Here are the transactions along with signatures from Mrs. ***
  On 4/16/2023 she and her sister both purchased the same mattress. Below will be her tickets as her sisters are on a separate invoice.
  ticket 05397186 marked A
  Financed with Synchrony marked B.
  We discovered that the mattress chosen was no longer available, so we discussed with Mrs. ** and she selected a new mattress with a much higher cost. We agreed to dramatically lower the price to match her original purchase. This mattress was sold as is clearly stated on the ticket based on the major drop in price.
  Please see the signature at delivery marked C.
  On 6/9/2023 Mrs. ** visited our store again to discuss how she was not liking her new mattress and look for options. We discussed how the past purchase was not eligible for return. We had received a new icomfort mattress so she decided to make a new purchase and explained that the previous mattress would be placed in a spare bedroom.
  Ticket 05401543 marked D
  Financed with Synchrony marked E.
  Please see the signature at delivery marked F.    
  We hope this better explains the customer’s transaction journey. We have reviewed the transaction at our end, and everything seems to be in order, and we consider this matter closed.
  Sincerely,
  *** *****  

  Customer response

  09/29/2023

  
  Complaint: 20654433
  
  I am rejecting this response because:
  
  Complaint: 20654433
  
  I am rejecting this response because:
  
  I have strong beliefs that Mattress Firm is trying to protect their employee and using every force to make money off of people. The whole process with corporate have been so unsettling. I’m not sure if Mr. ****** ******* is keeping the whole truth from them. However I have added a video of him agreeing on we had discussed about and then he made promises to send them all to the company. In response to Mattress Direct stating that I wanted to keep the old mattress in a “spare bedroom”, that is a false statement, and I don’t know who conjured up the lie. If I wanted to do that maybe I would have two mattresses at my house instead of one. The real story is that the delivery team took the mattress, because it is the wrong mattress, the one that I never ordered in the first place. Mattress Direct needs to take accountability for their employees. The fact that they let their employee lie to customers and will stand behind that is every reason why they need to be shutdown. I just want my money back. I don’t even have the mattress, but yet I am stuck with a bill statement. Mattress Direct is probably going to take the mattress that I bought and sell it to another customer. At this rate if you’re not going to refund me just give me back the old mattress.
  

  Sincerely,
  
  **** **

  

  Business response

  10/02/2023

  09/28/2023
  Dear BBB,
  We have been communicating with Mrs. **** ** and do appreciate her business with locally owned Mattress Direct. We are at a loss however on how her communication to you is not based in facts. Here are the transactions along with signatures from Mrs. ***
  On 4/16/2023 she and her sister both purchased the same mattress. Below will be her tickets as her sisters are on a separate invoice.
  ticket 05397186 marked A
  Financed with Synchrony marked B.
  We discovered that the mattress chosen was no longer available, so we discussed with Mrs. ** and she selected a new mattress with a much higher cost. We agreed to dramatically lower the price to match her original purchase. This mattress was sold as is clearly stated on the ticket based on the major drop in price.
  Please see the signature at delivery marked C.
  On 6/9/2023 Mrs. ** visited our store again to discuss how she was not liking her new mattress and look for options. We discussed how the past purchase was not eligible for return. We had received a new icomfort mattress so she decided to make a new purchase and explained that the previous mattress would be placed in a spare bedroom.
  Ticket 05401543 marked D
  Financed with Synchrony marked E.
  Please see the signature at delivery marked F.    
  We hope this better explains the customer’s transaction journey. We have reviewed the transaction at our end, and everything seems to be in order, and we consider this matter closed.
  Sincerely,
  *** *****  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June I went to Mattress direct to look at a stearns & foster mattress I was interested in. I had intended to order it online myself from S&F if I wanted it because of free shipping. There was a salesperson, He showed me a few other mattresses. I decided on the S&F, I ask how much delivery would be, He said nothing if he ordered it straight from the manufacturer so I let him order it. He ask if I wanted to purchase the mattress protector to double my warranty. I declined because I already had mattress protectors & he assured me I would still get the manufacturer warranty. After sleeping on it over 30 days it still hurts my legs & back. On Sept. 9th I spoke to the salesman. I told him about the problem I was having with the mattress, I brought home a string & block to test it for sagging. And like I suspected there was none. I called him back the next day to ask him about the 90 night sleep trial & he told me I wasnt eligible for that since I didnt order it myself. I reminded him he told me I would still get the manufacturer warranty which now he says that the sleep trial isnt part of the warranty & that the warranty is only for defects. This shoud have been explained to me at the time of the sale. I would have ordered it myself but I let him do it since I was there. It doesnt make any since at all that I would let him order it if I knew I would be giving up the benefit of the sleep trial. I would not have given up the sleep trial. I would even be ok with an exchange. I've already contacted S&F and they told me anything would have to go through the retailer

  

  Business response

  09/13/2023

  Guest signed that they read and understood terms and conditions.

  Customer response

  09/13/2023

  
  Complaint: 20583445
  
  I am rejecting this response because: So no I did not read everything when I signed . I can't seem to find a copy of it. Maybe I did not get a copy. I went by what I was being told by your employee & he did not say anything about forfeiting the sleep trial . You should ask your employee if he told me that. I don't see where anything about Stearns & Foster (manufacturer) would have been in the mattress direct paper work for me to sign anyway.  There are others who would have told me this & not allow this to happen.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mattress on 9/1/23 and spent over $6,000. They delivered the mattress on 9/5/23 and it wasn't the one I looked at and selected in the store. When I contacted Mattress Direct I was told I had to wait 45 days before they would give me a new mattress. I asked to speak with a supervisor but didn't receive follow up. I called the main office and spoke with a secretary and she said she would have an area supervisor call me. I have not received a call back.

  

  Business response

  09/06/2023

  Verified that the mattress delivered was the mattress ordered. Customer signed document stating he read and understood our policies. We will be happy to help him within those guidelines.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bed in May 2020 from Mattress Direct in Gulfport, MS. Was told warranty wouldn't cover the bed without a mattress protector, so I bought one for approx. $150. Total amount paid, including DELIVERY FEE,
  was $1,583.58. The mattress began to sink after about 7 months. I calledthe store and was told to come pick up a wooden block, washers, and string. It's a 2 hr round trip. When picking up these items I was
  instructed to place the block in the sunken hole, drape the string and washers across the block and take photos of this, the mattress, mattresstags, mattress protector, remove mattress & take photos of the box
  spring, remove box spring & take photos of the slats. I have a king size bed & performed this ridiculous task by myself. I was then told my request wouldn't be submitted until I returned the block, string andwashers. Another 2 hr trip. Eventually the warranty was approved and when my husband returned home from out of town we went to the store to select another mattress. Due to inflation, the mattress we selected was $200 more than our original cost and of lesser "quality". We then found
  out our approval was lost/deleted from the email and had to be resubmitted. This took an addt'l 2 wks. Upon 2nd approval we were told to pay $200 for the addt'l cost of mattress as well as $79 for delivery.
  

  I spoke with ******* (Area manager with no customer service skills whatsoever) and stated I was uncomfortable paying an addt'l delivery feeespecially after realizing Mattress Direct sales defective beds & this could be a recurring issue. He was very disrespectful. I then spokewith **** and was again told I had to pay another delivery fee. I was willing to pick up the mattress myself but was told I had to deliver the old mattress before I could get my new mattress. I stated to her my
  delivery fee is $150. She refused to pay for delivery. I'm requesting a full refund in the amount of $1,583.58. Mattress Direct can have EVERYTHING back.

  

  Business response

  08/15/2023

  Attached is the Signed sales ticket and a copy of our Store Policy. The guest knew our terms and conditions. We would be happy to help within those parameters.  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Customer No. 03395831 Purchase two twin XL mattress on 03/27/2023. After several "fit and feel" in the store I decided on a specific mattress. The mattress arrived on 04/11/2023. All the numbers matched up on the mattress with the numbers the store have on file. However, the "fit and feel" is not the same that was in the store. We sampled a different size mattress than the ones we were buying and was told by the manager that it would be the same. When I called the store manager to report the mattress was to soft he replied that the manufacturer sometimes alter the softness of the mattress to please the customer. I did not want my mattress altered. I have talked to the Store manager, District Manager, and Corporative office for a refund but they all referred to their NO REFUND policy.

  

  Business response

  05/15/2023

  
  May 15, 2023
  
  BBB
  748 Main Street
  Baton Rouge, LA 70802
  
  RE: ****** ****- Sales ticket #********
  
  To Whom it May Concern:
  Attached is a delivery ticket with the customer’s signature that states that they inspected the merchandise at the time of delivery and deemed it to be in acceptable condition.
  The customer also signed at time of purchase that they understood our company policy that all sales are final and there are no refunds. The signed sales order and the Store Policy are attached.
  If the merchandise is defective, Gerald Amos can submit a warranty claim through Mattress Direct.
  If additional correspondence is needed we can be reached by phone at 225-590-3535 ext. 5000 or fax at 225-341-3309.
  
  Mattress Direct
  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a mattress (cost $2,779) from Mattress Direct on December 15, 2022. The salesperson, ****** *******, agreed to include a mattress cover and two pillows. He didn't include the pillows on the receipt, but told me at the time not to worry, that he had put in in the computer. When the mattress was delivered, later than stated due to not being received in the warehouse, the delivery included the mattress cover, but not the pillows. The delivery person said it was not on his list to deliver. I tried calling the store several times, but there was no answer. I left messages but no one returned my call. I went to the store, on several occasions. The door was locked, but lights were on. I finally was able to get in the store, and Bryant apologized and said he would put through another order. After no delivery after at least two weeks, I went to the store again, and Bryant said again that he would reorder. That was over two weeks ago, and I still have not received the pillows.

  

  Business response

  04/21/2023

  The sales ticket does not show free pillows. Spoke with the salesperson and he doesn’t recall promising pillows.

  Customer response

  04/21/2023

  
  Complaint: 19445120
  
  I am rejecting this response because:

  The response from the salesperson is not true.  He certainly remembered the promise the two times I was able to get into the office, when he said he was aware of that promise and would put through another order.  My niece was with me when I made the original purchase, and can verify she heard him promise  mattress cover and two pillows.  I would hardly go through this process for two pillows without knowing what I was promised.  Also, as I said earlier, he even told me he had “inadvertently” omitted the pillows from the sales slip, but that he would inform shipping to include them.  This is a case of delivery deception.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I purchased a mattress from Mattress Direct and was bamboozled into spending more than $2000 on a mattress. We had a firm mattress initially, but it was much too hard. It felt like cardboard. So we went back to the store, and the salesman in the store tells us to not worry about the firmness--the support is all we need, which is inside of the mattress. He said focus on the top where we sleep. So did. We spent an hour in the store talking with him and getting his advice. We paid $300+ more money for the newer mattress. And it was worse than the first because my back like crazy when I woke up the next morning. We listened to him, he tricked us into paying even more, and now they won't let us exchange it. SO basically we gave them more than $2000 for nothing, and I have a mattress I can't sleep on because it kills my back. This is LOWDOWN customer service. Even more, we initially started to buy a mattress online that's manufactured from our favorite hotel. But we let that salesman talk us out of it. He said, people sleep better in beds because they're less stressed. What a load of **** we listened to. They didn't outline their policy, so they used that against us. They do terrible business practices. All we want is to exchange for the right mattress, but they refuse to do it. Honestly, at this point they can take it back because we do not want to support this terrible business. They lie to trick people into buying expensive mattresses, and then they don't help when it is all said and done. We don't usually buy stuff on credit anymore, but I am so glad we did because we will not pay this. Unfortunately, this might make our credit take a hit, but on principle, this is wrong and lowdown. I called the store and spoke to *** who sold us the mattress. He basically told me over and over the store gives him no recourse to help customers. He even had the audacity to tell us to try and sell it on Facebook Marketplace. What a load of ****!

  

  Business response

  01/23/2023

  The guest took advantage of the one time comfort exchange. Our policies are clearly posted and guest signed that they understood.

  Customer response

  01/23/2023

  
  Complaint: 18870301
  
  I am rejecting this response because the salesperson outright lied to us and used sneaky and deceptive tactics to get an even higher purchase from us. He mentioned nothing of this policy. In fact, the first salesman, Mr. *** noted one customer who took about a year to find the right mattress. In essence, the business seems to think they can use blatant deception and create a terrible policy in order to steal money from customers. This makes sense with a terrible policy. It is one that allows them to take money without having to guarantee anything. More than a refund, the company needs to closed and/or audited. This is not a good business practice period. How is this fair???? They basically stole $2000 and provided nothing we need and lied to get us to buy it. 
  
  Sincerely,
  
  ********* *******

*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. ↩