Business Profile

Mattresses

Mattress Warehouse, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

195 total complaints in the last 3 years.
56 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/25/2025
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.
We bought a mattress for my mom at the **************, ** store on 2/22/25. The buying part was good. We have a complaint about the delivery. It was scheduled for delivery on 2/27/25. The delivery came and they went into the ditch coming into the driveway. They spent some time getting out and in the process tore the property up. I called MW in ************** and was contacted by **** ******. He explained what needed to be done, getting estimates and when they needed to be submitted by. We got the estimates and sent them in but was then told by **** ****** that it was now sent to the delivery company. After some time, I contacted the store again and was put in contact with **** *****. He said it would be taken care of. Now, neither him or the delivery company are responding to my emails or phone calls. We are expecting them to pay for the damage they made. This is going on 2 months now, and something needs to be done.
Business Response
Date: 04/25/2025
Claim was put in with GDG Trucking and they have someone going to property today
Customer Answer
Date: 04/30/2025
Please keep this open. They are repairing the damage themselves. They have done part of the repairs but said they would be back to do the rest.
Initial Complaint
Date:04/21/2025
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.
I placed an order online 4/3/2025. I received an email 4/7/2025 stating what I ordered was unavailable in my area and they emailed me some options which I didnt want after reviewing on their website. I responded to the email and asked for the order to be cancelled and received no response. I contacted customer service via phone and requested cancellation. I was advised the order was cancelled. I requested a confirmation email which I never received I kept checking the order on the website and it still showed pending. I called twice more and emailed customer service to have this order canceled. Mind you I had since placed an order with another vendor online, received exactly what I ordered and Ive been very satisfied. I called again 4/17/2025 and explained Im very upset as this order still shows in their system and I have a 2nd payment coming up for an order that I requested to be cancelled as well as have since placed an entirely new order with another company, received it and Im still calling about this one. The representative advised she would escalate it to a supervisor to be handled and I would receive a cancellation via email. I did receive the cancellation notification which also stated my refund had not been processed. It has been 3 weeks since I placed this order and I still have not received my refund. Im very angry and upset and I want my refund immediately back to the payment method that was used.
Business Response
Date: 04/21/2025
The order was refunded today and the receipt will be emailed today to customer's email
Customer Answer
Date: 04/21/2025

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:03/31/2025
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.
Details of the Issue:On Saturday, December 28, 2024 around 5 pm, we went to Mattress Warehouse in ********, ********. We were told sales were not final until delivery (we believed this to mean we could cancel the order if it hadn't been delivered, which alligns with consumer law) and that after delivery, we had a 100% comfort garuntee and could switch mattresses if we did not like ours. The garuntee notes we needed to purchase a mattress protector, we purchased two one from amazon and one from Marshalls ( we have credit card statements and reciepts from amazon dating the same as the mattress purchase). We were also told about the price match garuntee " Because buying a mattress at Mattress Warehouse means you have a 1-year price guarantee on your purchase. We have tried to use this garuntee and mattress warehouses regional ****** ******* has refused to return our calls or our emails ever since. They refuse an exchange with any of the acceptable mattresses or a refund despite their garuntee. We have been trying to work this out with mattress warehouse since receiving the mattress in January. They are unwilling to exchange or refund the mattress despite their garuntee. Purchase Date: 12/28/2024 Order Number: D116992 Mattress Model:002435 Problem Description: After a misleading phone call we recieved a different model Model M64052 and have not recieved a refund nor an alternative mattress per both the attached price match and 100% comfort garuntees. Attempts to Resolve:On January 2nd we called mattress warehouse customer service and were referred to their district manager *******. We were unable to speak with ******* and sent the attached email outlining potential solutions along with showing the competitors lower price. On January 3, 2025, we spoke with ******* and were told we were eligible for an exchange, however the mattress we requested was not available for exchange. We have been ignored and given fake numbers to call since.
Business Response
Date: 04/01/2025
The district manager told customer that they could do comfort exchange. The store did do a refund adjustment from switching models .
Initial Complaint
Date:02/21/2025
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 ordered a mattress, boxspring, 2 pillows, sand mattress cover 2/8/25 and it was delivered on 2/15/25. I did not notice at the time the wrong boxspring was ordered. I called the store 2/17/25 to ask about an exchange ****** told me I would have to pay a delivery fee. I asked if it could be waived being the incorrect boxspring was ordered and she said that she would get back to me. I called back later that night to follow up and asked to speak with her supervisor and she refused to give me his name or number and told me he would call me back - they do not give out names or numbers. She ended up giving me the name of ****** ****** and I have yet to receive a call. I tried to call the corporate office today at the number provided on their website ************ and it continues to repeat the same recording with the option of a live person being available. I am asking for an exchange for the correct boxspring without having to pay for shipping as it was not my error. Please help in the resolution un this matter. Thank you
Business Response
Date: 02/24/2025
The store did an exchange from regular height foundation to low profile foundation at no charge.
Initial Complaint
Date:02/19/2025
Type:Billing 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.
When I purchased the mattress, I told the salesman that I was very likely to exchange the mattress if it was not suitable since they did not have the upgraded version at the store and I could not try it. I was told it would be a simple exchange and i would be responsible to pay the difference. Knowing this, I went to make the exchange and then was told the delivery fee would be 125 dollars!! I was very upset about this and expressed that to the employee and he told me that it was in the contract. I was never told about this fee, and if I had, I would have bought directly from Nectar because of their free returns and exchanges. I really feel cheated by the salesperson making the transaction and I feel like this fee should be expressed more openly upon my purchase, especially since I expressed a very possible intention of exchange during my purchase. I do not feel like this 125 dollar fee is acceptable and I sincerely feel robbed by this company.
Business Response
Date: 02/27/2025
Comfort exchange must be of equal or greater value, no refunds will be given, and you are responsible for any difference above and beyond the amount of your credit. You must pay a standard delivery fee, plus an additional $25 per piece removal fee upon exercise of all comfort exchanges.
Customer Answer
Date: 02/28/2025

Complaint: 22954001

I am rejecting this response because:
The way the company went about selling me the product was dishonest. I was never told about such an absurd delivery fee when I already expressed multiple times that it was very likely I would exchange it in the future. The way the salesman went about selling me this product, after knowing I would likely make and exchange, was dishonest. He and never made me aware of the delivery fee of 125 dollars. If I had known, I would have never bought from Mattress Warehouse. Customers should be aware of this steep delivery fee. I am not satisfied with Matress Warehouses response. Its actually quite robotic and care free. Says a lot about the standard they holdvery disappointing

Sincerely,

**** ********
Business Response
Date: 02/28/2025
Comfort exchange must be of equal or greater value, no refunds will be given, and you are responsible for any difference above and beyond the amount of your credit. You must pay a standard delivery fee, plus an additional $25 per piece removal fee upon exercise of all comfort exchanges. The comfort policy is on desk **** on top of desk.
Customer Answer
Date: 03/03/2025

Complaint: 22954001

I am rejecting this response because:
you are a dishonest company

Sincerely,

**** ********
Initial Complaint
Date:02/11/2025
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.
I purchased a bed through credit for $2000. I also purchased two pillows on my personal credit card. There was an issue with delivery so the store manager stated she was going to reimburse me money for my pillows. When I called to inquire she said she reimbursed them in my credit acct instead of my credit card. When I called creditor there is no credit in my acct. I reached out to her and she screamed at me and told me that she instead adjusted the price of the bed which there is no proof. I just want my pillows reimbursed on my *********** card. I have called 5 times each to the ** and the DM and have left voicemails every time. I have called customer service whom gave me the ** and DM contact and I have not received any communication. I am very upset and applaud by the way I have been treated and how this company runs a business. Anytime I have returned something it goes back to the form of payment. I did not give them permission to change anything after I signed a credit agreement through **************. I just want the charge out back on my form if payment. Thank you. Store managers name is ***
Business Response
Date: 02/11/2025
The customer's finance account was adjusted for the price of the pillows. Mattress Warehouse will also deduct amount from customer's credit card of the price of the pillows.
Business Response
Date: 02/11/2025
The customer's finance account was adjusted for the price of the pillows. Mattress Warehouse will also deduct amount from customer's credit card of the price of the pillows.
Business Response
Date: 02/11/2025
The customer's finance account was adjusted for the price of the pillows. Mattress Warehouse will also deduct amount from customer's credit card of the price of the pillows.
Initial Complaint
Date:01/23/2025
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.
Hello my name is **** ******* im coming to you all with a complaint. Me and my wife ****** ******* purchased an Ease twin mattress June 3rd 2017. Last year around october we started having discomfort with our backs. We examined that it was lumps and and when it is raised it shows the problem areas. We was approved for a replacement and without no knowledge of mattresses the representative recommended a mattress. We agreed to it and they delivered it to us. The mattress we have found out was not made for the bed and we are now experiencing the same problem. We have been in touch with corporate and they have denied us approval. They told us that the bed is not meant for being raised up. Im not going for that and we are very upset about this
Business Response
Date: 01/23/2025
Customer purchased ***************************. Turned in warranty claim, and mattress was replaced December 2024. There are no open warranty claims with this customer.
Business Response
Date: 01/23/2025
The mattress was replaced December 2024. Customer did not file warranty claim on the mattress that was delivered in 2024. Customer is not able to do comfort exchange because first mattress was purchased in 2017 and would be the one that could have done comfort hundred days from that date. After hundred days no comfort exchange. If customer thinks defect in **********************, they can file warranty claim
Customer Answer
Date: 01/23/2025

Complaint: 22848415

I am rejecting this response because:

Sincerely,

**** & ****** *******
Customer Answer
Date: 02/01/2025
I'm rejecting this because I deserve quality service and to tell a customer that I can't use the bed when raising it up is not satisfactory. I want a satisfactory mattress and I have been nice to go through the channels but it was not getting me anywhere
Business Response
Date: 02/03/2025
Third ************************ went to customer's house and the ********************** is within specs. The warranty goes by Serta warranty card and customer can reach out to Serta being it is actually *****'s warranty guidelines.
Initial Complaint
Date:01/22/2025
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.
First purchase order #*********** For Serta X1 hybrid II firm queen mattress Second comfort exchange order#*********** for ******* Seacliff medium queen mattress Third warranty exchange #*********** For Serta ****** plush hybrid Queen mattress I had done a comfort exchange for a bad mattress I was sold by **** *. On 5/26/24 exchanging a serta Idirections hybrid X1 firm mattress for the ******* Seacliff medium pillow top mattress which was delivered without issue I had that mattress for several months until I had noticed it to form a dip where I had been laying. I filed a warranty claim and the warranty inspector came and took measurements that didn't reflect the 2" inch dip I had measured and sent in with photos. My claim was denied but Mattress warehouse eventually honored the claim after intervention by the BBB. I went on 10/22/24 and was recommended the Serta ****** plush hybrid Queen mattress which was recommended to me by the store manager *****. I prefer a firmer mattress with less sinking of my lower back and hips. Since the Serta ****** plush hybrid was delivered to me I've had nothing but pain ridden nights waking up with tremendous abdominal and lower back pain and this was recommended to me. I've done been sold two bad beds this makes the third one now I need an honest exchange this just feels like I've been ripped off and given junk beds three times in a row. I want an exchange or something because being recommended a bed that's caused me so much pain in my abdominal region I've been to the doctor because of this one only to learn that my Acid reflux disease has worsened due to my lower back sinking into the mattress to much. Please help reach a positive outcome on this I'm tired of dealing with this everything I've been sold has been bad for me.
Business Response
Date: 01/22/2025
Customer was sold ********************** April 2024. Customer did comfort exchange June 2024. Customer turned in a warranty, but warranty was denied. Mattress Warehouse did give customer a curiosity exchange after denied November 2024. There are no open warranty claims with customer. If customer thinks something wrong with ********************** they could file warranty claim.
Customer Answer
Date: 01/23/2025

Complaint: 22833501

I am rejecting this response because:

Sincerely,

**** ********
The Serta ****** plush mattress hybrid was said o be a firmer mattress by the salesperson but wasn't the mattress sinks in like a hammock doesn't even reflect the same quality as the one on the show room floor. I've had tremendous back pain since getting this one waking up stiff from sinking into the mattress since my lower back sinks in to far it's worsened my Acid Reflux disease. This wasn't the kind of mattress that I was advertised. I want to exchange for something a little firmer that wont cause all this pain and worsening my already existing health issues. I've also got Scoliosis and this thing doesn't help my back at all it sinks like a sinkhole. I've given mattress warehouse enough of my money and time trying to get the right mattress but I keep getting sold junk everytime that has issues and has only aggravated both my Scoliosis spinal disorder and acid reflux I have. You should stand by your products and work with people to get them the exact bed they need for their body type taking all things into account and not take their money and give them subpar products. I don't want to seek any form of legal action on this but I'm almost at my wits end trying to be nice about it.
Business Response
Date: 01/23/2025
Customer did one time comfort exchange. Then customer did curiosity exchange. Customer does not have open warranty claim with Mattress Warehouse. If customer thinks ********************** is defective customer can file warranty claim.
Customer Answer
Date: 01/24/2025

Complaint: 22833501

I am rejecting this response because:

Sincerely,

**** ********
I've been sold three defective mattresses and the last one which is the serta ****** plush hybrid was supposed to been a firm but it wasn't the salesperson misrepresented it to me even after I told her I had Scoliosis and back issues so she recommended this plush hybrid which sinks in like a hammock. I done a warranty claim for the previous mattress because they denied it using a third party inspection company who are trained to denied your claims. I had to come to the BBB just to get Mattress Warehouse to act without seeking Legal action which if we can't reach a simple resolution I might have to but I prefer not to it's a headache and a ton of time do go through all of that. Every Mattress I've gotten from Mattress Warehouse has somekind of issue either they form a dip or were not as advertised. I would be willing to exchange this one for the right one for my body type. Filing a warranty claim would be a waste of time because foam returns to it original shape after a while so it doesn't show the stinking effect unless you lay on it putting weight on the mattress. It would be a waste of my time going through all of that for nothing just like last time. I don't see why Mattress Warehouse can't make it right. This just leaves me out of a good bed and money that I paid for a crappy one that has caused me nothing but back pain and worsened my acid reflux disease.
Initial Complaint
Date:01/17/2025
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 brought a Tempur-Pedicure adjustable bed with ergo sleep tracker and a ten years warranty from Mattress Warehouse on June 1, 2021. Now the adjustable bed does not message or vibrate. And the Mattress Warehouse just wanted me to deal with the warranty company but I did not brought the adjustable bed and warranty from Mattress Warehouse.
Business Response
Date: 01/24/2025
***** takes care of their own warranty on adjustable beds. Sealy phone number is ************
Customer Answer
Date: 01/27/2025

Complaint: 22821583

I am rejecting this response because: I purchased the adjustable bed warranty from Mattress Warehouse. Mattress Warehouse brought it from Guardian. On October 2, ******************************************* that my adjustable bed warranty was not valid through them and I would need to pay $183.00 for the repair.

Sincerely,

**** *******
Please see attached
Good morning sir

I am a senior citizen customer of ********************. On November 4, 2020, I brought a queen soft plush mattress for $641.99. On November 5, 2020, I brought a king size Baypointe Hybrid mattress for $1,423.07. For both mattress I used part of my 401k.

On June 1, 2021, I bought the Ergo with sleep tracker adjustable bed for $1,899.00. And on June 5, 2021 I brought Guardian 10 years extended warranty for 160.49. On June 8, 2021 the adjustable bed arrived.

On October 2, 2024 I contacted Tempur-pedic customer service and Ms ********* at ************ told me that my warranty was not valid with them. She processed my claim ( claim number ******) and she said that the total amount was $183.00.

On October 14, 2024, I spoke with Guardian and they would send someone out to fix my adjustable bed. The technician came out but he was not able to fix it and he said that he would order the parts.

On October 23, 2024, Guardian representative contacted me stating that Guardian would not honor my 10 years warranty which I brought from Mattress Warehouse. They would send me $149.99 check. This does not fix my adjustable bed either does it honor my 10 year warranty which I brought from your company Mattress Warehouse.

On November 6, 2024, I came to your Mattress Warehouse store in **************, and the salesman said that his manager would give me $750.00 discount on a new adjustable bed. This is not acceptable. Again I used some of my 401k funds towards my Mattress, and I do not have money to pay another adjustable bed which is the reason I bought the 10 years warranty from Mattress Warehouse in the beginning.

I have not received the check from Guardian and it will not fix the long term

I hope you can help me with my current situation and my future situation.

Thank you
**** Goodwin
****************
Apt 712
********************
************
Business Response
Date: 01/27/2025
The adjustable king size Ergo Smart was typed up for ****** plus tax. The Guardsman refund check was enough to cover that amount. There will be no extended warranty with the new ticket.
Business Response
Date: 01/27/2025
Mattress Warehouse typed up new sales ticket for ******-Pedic Ergo Smart king size adjustable for ****** plus tax. Customer can use the Guardsman refund will cover the amount for new adjustable. Delivery fee is normally ***** but that was also waived. Somebody tried to reach out to customer to collect the ****** plus tax. There will not be any extended warranty on the new adjustable. Tempur-Pedic does take care of all of their own warranties on adjustable beds.
Initial Complaint
Date:01/14/2025
Type:Sales and Advertising 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.
Mattress Warehouse is running a cash back promotion with terms and conditions that ensure cash back will not be paid.I was denied 9% cash back on my in-store Mattress Warehouse purchase of a mattress and boxspring through *********** online shopping portal based on the following terms and conditions which I dispute as follows: 1. "Cash Back is not available for online orders placed in-store through the online ordering system" - There are no items in a Mattress Warehouse store that are sold outside of an online ordering system. All sales are entered into an online ordering system to track store revenue, inventory levels and salesperson commissions. No handwritten or cash register receipts are provided by Mattress Warehouse.2. "Items ordered in-store that require shipping or delivery" - The only items for sale at a Mattress Warehouse store are mattresses and boxsprings, excluding floor models. These items require shipping or delivery because there's they are not kept in-store. Since the actual mattress and boxspring are not physically at the store, shipping and delivery is included in all purchases. No sales exist that meet both qualifications above. This is a false promotion under which no cash back can be paid because no sales meet the terms and conditions set forth by Mattress Warehouse.Mattress Warehouse owes me $171.63 cash back, which Rakuten told me to secure directly from the merchant.***** *****, Mattress Warehouse Marketing Manager did not return any of my voicemails on this matter.
Business Response
Date: 01/17/2025
Mattress Warehouse marketing department reached out to ******* and they said it was their error. ******* said they was going reach out to customer's credit card company to resolve the issue.
Customer Answer
Date: 01/21/2025

Complaint: 22808659

I am rejecting this response because:
Mattress Warehouse needs to send the cash back payment to ******* directly. It's not Rakuten or the credit card company's error.
Mattress Warehouse failed to authorize Cash Back to *******,so ******* deemed this purchase ineligible. Rakuten can only award Cash Back when an order is determined to have been placed according to the Terms and Conditions. I disputed the Ts & Cs in my original complaint. Rakuten was given no commission on my order and therefore is unable to share it with me. No Cash Back has been paid to date on this purchase.

Sincerely,

****** *********
Business Response
Date: 01/22/2025
Mattress Warehouse ******************** said that Rakuten was going give it to credit card company to take care of the issue.
Business Response
Date: 01/23/2025
Rakuteen said they was going reach out to the customer
Customer Answer
Date: 01/25/2025

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,

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

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Mattress Warehouse, LLC is NOT a BBB Accredited Business.