Complaints

This profile includes complaints for Mattress Direct, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mattress Direct, LLC

  6823 Exchequer Dr. Baton Rouge, LA 70809

• 

  Mattress Direct, LLC

  323 US Hwy 190 North Covington, LA 70433

• 

  Mattress Direct, LLC

  1788 Martin Luther King Blvd. Houma, LA 70360

• 

  Mattress Direct, LLC

  1629 Westbank Expressway Harvey, LA 70058

• 

  Mattress Direct, LLC

  1000 South Clearview Parkway Harahan, LA 70123

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:03/13/2025

  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.

  On March 3rd, my husband and I went into mattress direct to purchase a soft mattress because our current mattress was too hard. We looked around and laid on different mattresses seeking to purchase a soft mattress. We asked, ****** which mattresses are soft with a reasonable price. He show case reasonable prices of two mattresses from the display. I informed him that I would like the softer one. As we continued to search around, we inquired about financing for one. He checked our credit and we were approved. We asked about the cooling mattresses, which were the two we initially laid on, but insisted on a softer one. He wrote up the order to what we thought was the soft mattress. The mattress was delivered on that Thursday. We tried the mattress and discovered it was hard. We picked a soft mattress because of my husband’s severe back issue. I called the store the next explaining to the sales rep. that the mattress was not soft and was basically told that there was nothing we can do about it. He said it’ll soften up if we just walk on it to soften it up. We contacted corporate explaining our issue. Corporate personnel said that the mattress couldn’t be exchange nor refunded and it would take mattresses 45 days to be broken in to get softer. While I was explaining what really happened, he abruptly cut me off. Corporate insist ****** said we wanted a firm mattress.

  Business Response

  Date: 03/19/2025

  Guest did not purchase a mattress protector when offered. Due to this we do not offer a comfort exchange without a protector. Guest signed they understood our policies.

• Initial Complaint

  Date:10/01/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Mattress Direct 9/6/24 Sales order- 03433118 Airline 03 9469 Airline Hwy Baton Rouge, LA 70815 ************ Sales Person- ***** ********* Sales Person ID- 109 Amount paid to Company $542.25 SINCE MY PURCHASE I HAVE REALIZED THIS COMPANY INCLUDING BOTH OWNERS ** ***** AND *** ****** AS WELL AS ***** ARE ABSOLUTELY HORRIBLE PEOPLE AND DOES SHADY BUSINESS. UPON HAVING MY MATRESSES FOR 3 DAYS I WAS UNSATISFIED...SO I CALLED TO LET THE ***** KNOW BECAUSE UPON MY PURCHASE HE TOLD ME THERE WAS A SLEEP TRIAL. WHEN I SPOKE TO THE STORE THEY SAID OH NO THATS NOT CORRECT THESE DO NOT HAVE A SLEEP TRIAL. ***** ADMITTED TO ME AND THE OWNERS OF THE BUSINESS THAT HE HAD GIVEN ME THE WRONG INFORMATION ABOUT MY PURCHASE AND AFTER ASKING THE OWNERS FOR A REFUND I WAS TOLD THEY REFUSED. I ASKED SEVERAL TIMES FOR BOTH MANAGERS TO CALL ME AND THEY REFUSED TO CALL ME DIRECTLY AND SENT MESSAGES THROUGH OTHER EMPLOYEES THAT THEY WOULD NOT MAKE GOOD ON WHAT ***** TOLD ME UPON MY INITIAL PURCHASE. THESE PEOPLE ARE NOT ONLY DOING SHADY BUSINESS PRACTICES BUT WONT MAKE EXCEPTIONS WHEN THEY MAKE A MISTAKE AND MAKE THINGS RIGHT FOR THE CUSTOMER WHEN THINGS HAPPEN DUE TO NO FAULT OF THE CUSTOMER. IT HAS BEEN ALMOST A MONTH NOW AND MY CALL HAS NEVER BEEN RETURNED FROM EITHER BUSINESS OWNER EVEN THOUGH THEY ARE FULLY AWARE OF ME BEING MISADVISED BY A AGENT OF THEIR COMPANY. I WAS TOLD THAT AFTER LABOR DAY THEY WENT ON VACATION. THERE ARE SEVERAL VIDEOS ON FB OF ONE OF THE OWNERS SPEAKING ABOUT HOW THEY DONT JUST OPEN LOCATIONS TO OPEN THEM THE MOST IMPORTANT THING TO THEM IS THEIR CUSTOMERS EXPERIENCE, THAT IS LAUGHABLE. ITS DISGUSTING AND DISGRACEFUL WHAT THIS COMPANY DID TO ME. BUYER BEWARE OF THIS COMPANY THEY WILL TELL YOU WHATEVER THEY HAVE TO IN ORDER TO MAKE A SALE. I EVEN OFFERED TO TAKE A LOSS AND ACCEPT 1/2 OF A REFUND ENEVN THOUGH IT WAS NOT MY FAULT AT ALL AND I WAS STILL TOLD NO AND HAVENT HEARD 1 PEEP FROM EITHER OWNER.

  Business Response

  Date: 10/01/2024

  Ms. ******* purchased a mattress without any comfort guarantees.
  
  Our policies are posted at the desk where she checked out. We have tried to explain our policies several times as she is asking for multiple concessions that go against our policy. 
  
  We are unwilling to speak with or help Ms. ******* further as she has harassed and threatened the owner’s wife on Facebook and at this point is legally libel.
  
  We have instructed our team to not speak with her and to ask her to leave the stores if she comes in. If she refuses, the police will be called. 
  

  Customer Answer

  Date: 10/02/2024

  
  Complaint: 22360130
  
  I am rejecting this response because:

  What they said is untrue, I did not make the purchase in the store, the purchase was made over the phone with *****. 

  ***** explicitly told me if I was not satisfied with my purchase I could return them. 

  I have made contact on Facebook to explain to them, and their spouses what has happened in an effort for them to do the right thing.

  I have made 0 threats to anyone, I did however say that I will post the details of what has happened to me on every site that hosts reviews of companies which is my right as a consumer and that I was considering filing a small claim against them in court which is also my right if they refuse to do the right thing. I have never threatened anyone harm or said anything that was untrue regarding my experience with this transaction.

  Those statements were made in private messages to each owner and their wives. They keep explaining what their policy is negating the fact that their representative ***** quoted me the incorrect policy upon my purchase over the PHONE when he took my card information which means I was led to make my purchase under false pretenses and ***** is responsible for that which he has told the owners and his direct manager ****.

  Even when I picked up my mattresses I was never at any desk, I walked in and ***** knew why I was their and he said just go pull around back and I will load you up. So I was basically turned around at the door during pick up because their were other customers at the desk already.

  I drove around back the mattresses were put into my truck by ****** 

  I wasn't even required to sign that I picked up the mattresses. The company in fact could not produce my signature on 1 document because I was never required at any time to sign any type of acknowledgement during my purchase or during pickup.

  Every person that I have come into contact with including: *****, *******, *****, and **** has said to me that if it were up to them they would make things right and give me a refund under the circumstances but it's not up to them and the owners simply said no even after being given all of these details.

  I have only visited the store once since this happened and spoke with ***** who attempted again to email the owners for them to reach out to me regarding my experience and refund. 

  I stand by every statement I have made about this incident and everything i have said both in private messages as well as in my review of my experience has been 100% true and the company is not willing to take responsibility for the mistake being on them, I personally didn't nothing wrong as the customer and feel I deserve a full refund but as a good faith effort to resolve the matter I was even reasonable and said I would work with the company and accept a partial refund of even 1 mattress if they agree to even take one of them back.

  Currently the mattresses are laying flat, in plastic in my guest room because I asked ***** how they should be stored and he said not have them stored standing up to protect the integrity of the mattresses. I feel I have been reasonable and patient,  and the company has taken no responsibility for the mistake their employee made.

  Sincerely,
  
  ******** *******

  Business Response

  Date: 10/03/2024

  Sorry you feel that way.

  Customer Answer

  Date: 10/03/2024

  
  Complaint: 22360130
  
  I am rejecting this response because:
  

  Your response to the facts layed out before you does not reflect an answer regarding my refund or acknowledge that my purchase was made under false pretenses represented by your agent  ***** giving me incorrect information regarding my purchase.

  "Sorry you feel that way." ???

  This has nothing to do with feelings and everything to do with the facts of what happened and also had I had the correct information at the time of my purchase I could have made an informed decision about whether or not to actually make purchase.

  It even seems that you did not know my purchase was not made in the store but over the phone which is why I was adamant about speaking with you because I had a feeling that ***** was trying to cover himself by not giving you all of the facts which clearly he did not because none of this took place in the store.

  Does that seem right to you?

  Are you not willing to admit that your agent failed me as a customer?

  Are you not committed to make things right by acting in good faith as I am by being willing to take a loss on 1 mattress and getting a refund by returning the other?

  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:09/05/2024

  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.

  We were told by ***** *** ****** that he was selling Tempurpedic mattresses at 50% off of cost via Facebook marketplace. Since he was in Baton Rouge and we were in Gulfport he instructed us to go to his Gulfport store and that he would have all the paper written up for us to sign there. At the Gulfport store the representative ****** was wondering how he was selling the mattresses for so cheap and that's when ***** told ****** and myself that these were brand new last year's models that they still had in the warehouse. So we made the purchase with a delivery date of August 8th. My wife and I were at work when the mattresses were delivered but my mother-in-law was here. When I got home about 5:00 that evening I noticed that the mattresses were different from one another and that they had stains on them. Also one of the mattresses was a 2018 model. We feel like this was a bait and switch move. After weeks of trying to get ***** to respond to us he told me that he didn't know what the mattresses look like because they didn't come from his store and that he didn't know one of them was a 2018 model. He asked me what we wanted and I told him we wanted the mattresses we asked for in brand new condition. He then told me that he could do it but we would have to pay a higher price because the models that he sold us were floor models and not new. We told him that had we known that these were floor models we would have never spent $5,000 on used mattresses. We reached out to ****** at their corporate office but she has stopped responding. She initially informed us that she knew nothing about representatives selling mattresses via Facebook marketplace and that they weren't supposed to be. We are just wanting them to replace these used mattresses with new mattresses without us having to pay extra due to their company representative inconveniencing us.

  Business Response

  Date: 09/23/2024

  Attached is the signed sales order signed by ********* ******** that states I have Read, Understand and Agree with the Policy of Mattress Direct.

  Customer Answer

  Date: 09/23/2024

  
  Complaint: 22244851
  
  I am rejecting this response because: this complaint has nothing to do with company policy or return policy. This complaint is about their representative saying that he was selling us Brand New mattresses that were from last year that never sold. But instead he did a bait and switch and sent us floor models that people had laid on and had stains. I have more messages via Facebook Messenger and also text messages that will provide more evidence of him sending floor models that we knew nothing about, but I was unable to download them all here.
  
  Sincerely,
  
  *********** ********

  Business Response

  Date: 09/24/2024

  Mr. ******** was offered 3 different options to rectify his confusion. The Facebook Marketplace Ad clearly states that the mattress is 50 % off due to being the floor model. We at Mattress Direct find it unreasonable to request a brand-new mattress for the price of the advertised floor model.

  Customer Answer

  Date: 09/24/2024

  
  Complaint: 22244851
  
  I am rejecting this response because: Here are the ads that We responded to ***** on Facebook marketplace. Nowhere in the ads does it say that they are floor models. Nowhere in the ads does it even state that they are last year's models. But we were willing to accept Brand New, last year's models. Also as you can see on the receipt, there is nothing that states floor models. The receipt states "last year's models." And as you can see by the picture that you all sent, one of the mattresses is last year's model and the other mattress is from 2018. That mattress is 6 years old. Once again we weren't home when the mattresses were delivered, my mother-in-law was here. And as soon as we notice the difference in the mattresses once we got home and the date on the mattress we contacted the store here in Gulfport and also ***** in Baton Rouge.
  
  Sincerely,
  
  *********** ********

• Initial Complaint

  Date:06/19/2024

  Type:Delivery 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.

  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

  Date: 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

  Date:06/06/2024

  Type:Delivery 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 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

  Date: 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

  Date:03/11/2024

  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.

  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

  Date: 03/14/2024

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

  Customer Answer

  Date: 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

  Date:09/26/2023

  Type:Customer Service 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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:09/11/2023

  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.

  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

  Date: 09/13/2023

  Guest signed that they read and understood terms and conditions.

  Customer Answer

  Date: 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

  Date:09/05/2023

  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.

  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

  Date: 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

  Date:07/12/2023

  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.

  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

  Date: 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.