ComplaintsforMattress Warehouse Corporate Office

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a mattress from Mattress Warehouse on Main St. in Suffolk, VA on Nov .10, 2023. We were told that we would be getting the Sealy Ease 4.0 base and instead got the Somos 500-ck-Adj base. We were told that they couldn't exchange the base alone, so we went ahead ad chose a different mattress. We followed through with calls to update the status on 12/5, 12/11, and 12/12. In addition we stopped by the store a few times and were always told that the decision is still on hold. We did not make contact for a few weeks becausse of the holidays. The last person we talked to at customer service was Donna who was very nice and promised to keep us informed about the status of our exchange which did not happen. The only contact concerning this matter is iniated by us. The exchange order number is *********** and our customer number is ***********. This process has been on hold for 2 months now and we feel it is time that the exchange be made. We would like to warn others to buy their mattress somewhere besides Mattress Warehouse. We would not wish that anyone else has to put up with the disrespectful treatment shown to us as high paying customers.

  Business response

  01/16/2024

  Mattress Warehouse has a no exchange no return on adjustable base after adjustable delivered or picked up. The adjustable was verified with customer after setting up to confirm everything was okay. 

  Business response

  01/19/2024

  The SUFFOLK Store 757 942-2018 will call customer today to set up the exchange.

  Customer response

  01/21/2024

  
  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

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May, 2023, I went to Mattress warehouse to find out how to exchange a mattress that was sagging in the middle after two years. It is still under warranty. It has been 7 months and I still don't have a mattress. This is the process of exchanging a mattress. Warranty office requires pictures of the mattress. I sent them in, they said they did not receive them and I sent them again via e-mail. Months pass before I receive a response telling me they are sending a representative to take pictures of the mattress. Months pass, the rep from Mattress comes to the house, takes the bed apart, takes pictures and leaves. Months pass and the report of my bed inspection states that I need a new bed frame. Several more weeks pass as I try to get find someone to pick up the bed frame from **** *****, deliver it and put it together. Finally, last Sunday a friend came over to help me with the situation. The report from the warranty department stated that before they could consider a new mattress exchange, I needed a bar that crossed from side to side on the bed frame. Evidently the pictures that were sent from their rep did not include this support bar. When my friend took the bed apart, the bed frame did have the support cross bar. I sent a new picture of the crossbar to Mattress warehouse later that day. No response from customer service/warranty office. I have been EXTREMELY PATIENT AND VERY NICE. I have called the warranty dept many times but no one answers the phone. I am currently sleeping on a mattress with a huge sagging area. This is not fair, I want, and have been told that it is currently under warranty for replacement but it has been extremely difficult to solve this issue. PLEASE help me get my mattress/boxspring ASAP . Seven months is to long. ****** ******

  Business response

  01/17/2024

  The exchange ticket was typed up so just need the schedule delivery with store 

  Customer response

  01/17/2024

  
  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

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am having a serious problem with getting a REFUND for two mattresses purchased on December 4, 2023, at Mattress Warehouse of Chesterfield - Hancock, located 7301 Hancock Village Drive, Chesterfield, Virginia 23832. The cost paid for the mattresses are $499.99 for the queen size and $474.99 for the full size, not including tax. The first delivery occurred on January 8, 2024, and the second delivery occurred on January 11, 2024. I followed the instructions of the sales representative at the store and guidelines provided on the company’s website regarding refunds (see attachments) and Mattress Warehouse is not honoring their policy. I was OFFERED a REFUND by a sales representative after receiving the defective product twice. After going into the store to REQUEST the REFUND I was OFFERED, another sales representative told me she WILL PROCESS my REFUND for the defective items. The sales representative contacted me later via telephone and said she cannot process a refund because the mattresses were delivered and accepted in the home. That statement is unequivocally false, as I REFUSED the product at both deliveries because of defects and damages. The company’s website states, all bedding including mattresses is ineligible for a refund once it is delivered and ACCEPTED in a customer’s home (attached). The sales representative informed me that once I SIGN for the product, I have ACCEPTED it and the product is mine. At the time of both deliveries, I refused the product verbally to the delivery team and to a representative from Delivery Services at the company’s corporate office while the delivery team was still in the home. I NEVER SIGNED for the mattresses. The delivery team was told by Delivery Services to REMOVE the defective mattresses from the home but they did not. Instead, when the delivery team ended the call with Delivery Services, they told me the mattresses will be picked up by another delivery team after I asked are they going to REMOVE the mattresses.

  Business response

  01/16/2024

  Customer accepted the full size and queen size mattress. After delivery customer made comment about threads so exchange was typed up for customer. Customer denied the delivery of exchange. Customer is not eligible for refund because customer did accept both mattresses. There is open exchange ticket that the customer can schedule with the store.

  Customer response

  01/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not accept the full size and queen size mattress on both deliveries. The sales representative, Mr. P. (first name initial) at the store clearly told me once I sign for merchandise delivered to the home, I have accepted it and the merchandise is mine. He is also the person who offered to refund the cost of the mattresses. Mattress Warehouse Refund Policy online clearly states, all bedding (including mattresses, foundations, adjustable bases, pillows, and other products) is ineligible for refund once it is delivered and accepted in a customer’s home or leaves the store on a customer pick-up. The mattresses, an adjustable base and a bunkie board was never accepted. Upon inspection, I immediately pointed out the damage and defects on both mattresses to the delivery team while they were still in the home and refused the mattresses. The delivery team left the mattresses in the home after they were refused and told me another delivery team would pick-up the mattresses. The corporate office was contacted by the delivery team while they were still in the home and they were told that the mattresses were damaged and being refused. Ms. S.*. (initials) from the corporate office is who the delivery team spoke with on January 8, 2024, delivery date and Ms. C.*. (initials) is who they spoke with on January 11, 2024, delivery date. I spoke directly with C.*. and she specifically told me that both mattresses had to be removed because I refused them, however the delivery team did not remove the mattresses. I request that Mattresses Warehouse produce proof of me accepting the mattresses on delivery dates January 8th and January 11th, through signature and telephone records. 
  
  Sincerely,
  
  ******* ********
  

  Business response

  01/19/2024

   Hancock store 804 486-6796 will call customer to schedule to pick up full size and queen size mattress 

  Customer response

  01/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: In the last response from Mattress Warehouse, they have not stated that I will receive a full refund for the full and queen size mattress after they are picked up from the home. 
  
  Sincerely,
  
  ******* ********

  Business response

  01/22/2024

  The refund will be for the full-size mattress and queen size mattress. 

  Customer response

  01/22/2024

  
  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. The mattresses were picked up on January 20, 2024, and the refund was processed the same day. Through the support of the Better Business Bureau and persistence to advocate for myself, I am pleased with the outcome of the investigation and the ability to prove the truth. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/4/17 I purchased a brand new king mattress and box spring set up from Mattress Warehouse located at 117 Town Centre Dr. Johnstown, PA 15904. The item description is "reservoiicfm-k-matt" with the full price being $1,234.10 for the item. Taxes, disposal fee and an added Dritec 5.0 protection cover item were additional for a total out the door cost of $1,540.90. The mattress is a ****** *** ****** ****** luxury cushion firm. It was touted as long lasting, best in the business and having set the standard for mattresses due to the age of company. Looking at the mattress from the top view it looks normal but is anything but. The coils and overall rigidity has failed with depressions in the mattress. A side view makes this very clear using a taunt rope to see the valley's in the mattress. The selling point of the mattress was that it was firm and never needing to be flipped over, just spun which was done as instructed. However the coils have weakened leaving valley's in which to sleep in while the middle has a peak. I stopped into mattress warehouse at that same location and spoke with "Chuck". Informed him of my issue with the mattress and he instructed him to send him pictures. The pictures were to be of the following 1. Law Tag 2. Looking down for stains 3. measuring for a 1.5" depression. I returned home later that day and sent him the pictures. He agreed and said he would complete a warranty submission. A day later I got email confirmation about the submission. The email stated I would be contacted about a warranty inspection by a 3rd party. The next day (12/20/23) I received another email about approval for a "in home option" for self inspection. Per the request I sent in all pictures as requested via email. On 12-22-23 I got an email approving the warranty submission. At the very beginning of the letter is clearly states "The following items from 1432759 have been approved for replacement under the terms of the manufacturers warranty".

  Business response

  01/11/2024

  The ******* * ****** mattress customer purchased in 2017 was discontinued.  So, customer will be given what they paid 1234.00 toward another mattress. If customer does not want use Mattress Warehouse warranty service, they can deal directly with ******* * ****** because it is their warranty. 

  Customer response

  01/13/2024

  
  Complaint: 21118483
  
  I am rejecting this response because:

  In the warranty letter from Mattress Warehouse the options listed are: replacement model or store credit. I do not want store credit. I want a replacement model. If your saying it is discontinued then give me a equivalent model that is the same as what I purchased. Your letter states the two options, not just a warranty for store credit. I contacted ****** *** ****** (###-###-####) and they will not warranty the product since it was sold by Mattress Warehouse. 

  The store credit is nothing more then getting a customer to spend more money in the store. It seems like your warranty is set up to simply avoid having to replace a mattress. If you discontinue any given mattress after X amount of years you can never replace as suggested in your warranty. 

  This simple and moral answer is to replace this failed mattress with a "equivalent" model that IS available. 

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

  Business response

  01/16/2024

  The ******* *** ****** mattress that was purchased 09-2017 is discontinued so there is not a replacement model. Mattress Warehouse did give 100% credit of the mattress they purchased in 2017 for 1234.10. If customer does not want use Mattress Warehouse for the warranty they can deal directly with ******* *** ******, being it is their warranty. 

  Customer response

  01/18/2024

  
  Complaint: 21118483
  
  I am rejecting this response because:

  As previously stated I contacted ****** *** ******. They will not do anything about the warranty since it was purchased from Mattress Warehouse. This was already stated in the last response. I understand that this model is discontinued. I'm asking that you give me a replacement for the model that is available now. That would be the equivalent of what I have. Again, this was already stated previously. On the warranty approval letter you have "replacement model" so replace it with what is available in todays current line up of mattress from ****** *** ******. The representative from ****** *** ****** stated the equivalent model to mine would be the "Tie Cut". Send that to me in a King size. I'll pay the $99.00 fee as mentioned and take the old mattress that has failed and we can end this. 
  
  Sincerely,
  
  ***** *******

  Business response

  01/18/2024

  The ******* * ****** mattress customer purchased in 2017 was discontinued.  So, customer will be given what they paid 1234.00 toward another mattress. If customer does not want use Mattress Warehouse warranty service, they can deal directly with ******* * ****** because it is their warranty. l us why here...Stearns & Foster does not make that mattress model anymore so customer will get dollar value they paid in 2017 toward another mattress.

  Customer response

  01/18/2024

  
  Complaint: 21118483
  
  I am rejecting this response because:

  The warranty letter that was approved says "replacement model". I want a replacement for this failed mattress you sold. ****** *** ****** don't warranty anything they dont sell. They said you sold it so you (mattress warehouse) need to handle the warranty claim. Your letter again says "replacement". It does not say "store credit only". Perhaps have your lawyers or CEO rephrase the letter so it don't give the customer 2 options. 

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

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Purple Harmony Pillow along with a King Size mattress on Labor Day of 2023 from Mattress Warehouse. The price was $143 plus tax. Within 1 month of purchasing the pillow is lost its shape and went flat. I contacted the store and was told to file a warranty claim. I was instructed to include Pictures. I did all of this and was told I would get a response in 3-5 business days. I never received a response ever. So I contacted Customer Service and was told I must contact Purple directly. I contacted them and they stated that warranties from retailers come from the retail. I again contacted Mattress Warehouse and explained this to them and explained that Purple directly sent me an email stating that I must go through the Retailer. The local store associate made a few phone calls again and she was instructed to have me once again send my complaint to Customer Service. This warranty issue has been on going since November of 2023 with neither company accepting any responsibility and no assistance in correcting the matter. I feel at this point I have no other option to get some kind of help.

  Business response

  01/09/2024

  Purple pillow has one year warranty, and they can call ###-###-####

  Customer response

  01/09/2024

  
  Complaint: 21106012
  
  I am rejecting this response because: as clearly stated by direct contact with Purple they stated that the warranty must come from the Third Party Seller which is Mattress Warehouse. I have already contacted Purple who states they can NOT help me. 
  
  Sincerely,
  
  ******* ********

  Business response

  01/10/2024

  The North Atherton store typed up exchange ticket and they can reach out to store about switching the pillow.

  Customer response

  01/11/2024

  The Atherton store has reached out to me about exchanging the pillow. They are supposed to ship it to the DuBois Store. I am still waiting on this. Can you please extend this until it is received to ensure I actually get the exchange?

  Business response

  01/16/2024

  Yes ok to close case after customer exchanges pillow

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought a mattress in 2021. it fell apart and they replaced it feb 2022. it fell apart again. the middle caved in. they refuse to help me. i want all of my money refunded as i have no desire to deal with mattress factory again

  Business response

  12/19/2023

  The mattress was stained which voids the manufactures warranty.  Customer can call the manufacture because the warranty goes by their guidelines. 

  Customer response

  12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  My mattress is not stained.  It is caved in from a manufacturing defect and if they do not refund me full price, I will have to pursue litigation.  This is the SECOND time this happened.  They replaced it in 2022 and the exact same thing happened.

  I dont even want a replacement. I want a full refund.  I have no desire to deal with mattress warehouse again as their quality of products is atrocious.
  
  Sincerely,
  
  ***** *****

  Business response

  12/20/2023

  The mattress was stained and voided warranty...

  Customer response

  12/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  please show this response to mattress factory.

  my mattress is not stained.  it caved in.  seems as if i have no choice but to pursue litigation where i will be asking for three times damages under ***** and unfair trade.  Mattress factory knew there was defects in this mattress and refuse to do anything to help me.  This is the second time.  The first time they replaced it and now the same thing happened.  I have pics and i will bring the mattress to court to prove it is not stained and mattress factory is defaming me to the bbb and attorney general so i will pursue defamation claim also.   How sickening that mattress factory has to defame their customer instead of doing what they are obligated to do under the law.  

  Instead of just refunding me a measley 1000.00, they are going to have to pay me greater than 25,000.00 in damages for ***** and unfair trade and defamation.  

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

• Initial Complaint

  12/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I saw an ad on the mattress warehouse website saying to take off an additional 10% with code. I went to the store and asked if they will honor discount codes from online and they said they would. However, they said they couldn't apply that code to my order for some reason. But the ad did not contain any fine print, no asterisk denoting conditions or anything. This feels like false advertising since they advertised 10% additional off with no stipulations and then failed to add the discount. The salesman said I should contact customer service about this issues. I attempted to contact them by phone multiple times. I was able to leave a message once but it was not returned. I reached an associate another time and they transferred me to their supervisor's voice-mail. I left a message with them and have still not recieved a response. I want the advertised discount applied to my order.

  Business response

  12/14/2023

  The 10% discount was for MW online price. The online price for the TXL Premier was 849.00 so with the 10% discount would be 764.00. The customer paid 719.00 for the TXL Premier so they had already a lower price than the online price.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’m furniture was damaged for a while now it is also too heavy for me to move it anywhere I can only lift up to 50 pounds flipped my mattress over earlier this afternoon and was shocked to find it covered in white spots on my bed frame set baking soda and rubbing the spots but they don't come off Mold on a mattress can be a health hazard, causing short- and long-term health issues such as itchy eyes, skin rashes, headaches, and respiratory problems. Mold is a fungal growth that thrives in damp and warm environments, such as a mattress that accumulates body heat and sweat.I’ve been using this mattress and set for the last 15 months and I am unhappy I’ve lost jobs because of it I actually have a medical condition and disability I would really appreciate a different set or something that’s not as similar to these expensive items I would like something more affordable and comfortable and in better condition

  Business response

  12/11/2023

  If customer thinks they have warranty claim they will need to fill out waranty claim on line

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order purchased on 11/6/23, and I was coerced into purchasing an adjustable bed base with the understanding that I would have 100 days return/exchange.The mattress and base was delivered today 11/11 and just 15 after the delivery person left I was able to really try out the set. At that moment I realized the adjustable head was so uncomfortable and causing me more harm than good. I quickly called the store and was told to just “just give it a few days because the mattress may be cold” I explained that my issue was not the mattress and it was th the base. I then called the delivery person to have them take the base back but he just pulled away. I spoke to customer service and even went to the location where I made the purchase and the manager was extremely rude and insensitive to the reason as to why I didn’t feel comfortable testing out a mattress alone with with 3 strange men as a young female. He was dismissive to the fact that information regarding return policy of the BASE was purposely omitted when making the initial purchase. I am a nurse and the condition of my back and and quality of my sleep matters greatly and will affect the quality of my work and overall patient care.

  Business response

  11/16/2023

  The desk matt tells Mattress Warehouse Policy on comfort exchanges, and it says no exchanges or refunds on adjustable after delivery. The day of delivery driver took photo of adjustable set up inside customer's bed. Also delivery team talked to customer at time of delivery to verify the adjustable. 

  Bureau response

  11/17/2023

  Jenice ********
  *** ******** ** *** *** ************* *****  
  
  Dear Jenice ********:
  
  This message is in regard to your complaint submitted on 11/11/2023 against Mattress Warehouse Corporate Office.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from Mattress Warehouse Corporate Office. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  The desk matt tells Mattress Warehouse Policy on comfort exchanges, and it says no exchanges or refunds on adjustable after delivery. The day of delivery driver took photo of adjustable set up inside customer's bed. Also delivery team talked to customer at time of delivery to verify the adjustable. 

  Bureau response

  11/22/2023

  John ******
  Mattress Warehouse Corporate Office **** *** ****** ** ********* ** ***** 
  
  
  Re: ID # ******** - Jenice ********
  
  Dear John ******:
  
  Thank you for your recent response to Jenice ********. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore, we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Bureau response

  11/22/2023

  Jenice ********
  *** ******** ** *** *** ********** ** *****  
  
  
  Re: ID * ********* Mattress Warehouse Corporate Office
  
  Dear Jenice ********,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife & I purchased a new bed & mattress 10/2/23 at store ****** Cust. # *********94; paid in full. Salesman Mr. E. R. was cordial & knowledgeable. Bed & mattress were scheduled for delivery 10/5/23, old bed & mattress were to be to be removed. Delivery leader Mr. W. S. & partner arrived early on 10/5/23. Mr. S. was abrupt, bordering on rude, and rushed. He asked where brackets were to attach to the headboard. I informed him we knew nothing about this; that it was never mentioned nor offered to us by Mr. R. He proceeded to remove old bed & mattress, then assemble new bed & mattress. That evening in bed, we heard casters rolling, and the clanging & clattering of metal each time we turned. We discovered Mr. S. had left our old bedframe affixed to our headboard; he simply assembled new bed over and atop the old bedframe, leaving it free to roll & clang whenever we moved in bed. I phoned Mr. R. the next day (10/6) who said he'd mail brackets to us, however, his District Manager, Mr. W. C., later denied him permission to do so. I asked for Mr. C's phone number (###-###-####). A customer service agent connected me to Mr. C's extension. I subsequently left voicemail for Mr. C. 3x's; twice on 10/6, once on 10/10. He has never returned my calls. On 10/10 I phoned Customer Care again. Agent Ms. A. connected me to General Manager Mr. E.C.'s number (###-###-####). I left him three voicemails 10/10, 10/12, and 10/13 which he has never replied to. I spoke to Customer Care agent Ms. D. 10/13 (###-###-####) who gave me hope. She asked for photos of the problem, which I forwarded. She said she'd bring to the attention of General Manager Mr. E. C. Again, zero response. I have acquired the brackets and I request the crew return to fasten them to the bed & headboard, plus remove the old bedframe from underneath the new bed. The task shouldn't take long. We're physically unable to do so being elderly. The bed is way too bulky and heavy. Please Mattress Warehouse, do the right thing.

  Business response

  11/14/2023

  Service ticket was typed up for customer to put brackets on adjustable. The store will call to schedule delivery day.

  Bureau response

  11/14/2023

  John *******
  **** ***** *** ** ************ ** ***** ************ ***** *****
  
  
  Dear John *******:
  
  This message is in regard to your complaint submitted on 11/9/2023 against Mattress Warehouse Corporate Office.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Mattress Warehouse Corporate Office. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Service ticket was typed up for customer to put brackets on adjustable. The store will call to schedule delivery day.

  Customer response

  11/18/2023

  Three young men from Mattress Warehouse led by "Lee" came to my home yesterday morning and completely remedied this unnecessarily aggravating problem in 25 minutes.  All of them were polite, mannerly, and helpful.  I am convinced the advocacy of BBB was instrumental in bringing about this satisfactory result and I am very grateful indeed.  To Mattress Warehouse, all is forgiven...but not forgotten.

  Customer response

  11/21/2023

  
  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.

  Three young men from Mattress Warehouse led by "Lee" came to my home yesterday morning and completely remedied this unnecessarily aggravating problem in 25 minutes.  All of them were polite, mannerly, and helpful.  I am convinced the advocacy of BBB was instrumental in bringing about this satisfactory result and I am very grateful indeed.  To Mattress Warehouse, all is forgiven...but not forgotten.
  
  Sincerely,
  
  John *******

  Bureau response

  11/21/2023

  John ******
  Mattress Warehouse Corporate Office 
  **** *** ****** ** ********** ** *****
  
  
  Dear John ******:
  
  This message is in regard to a complaint submitted to BBB about your business on 11/9/2023 by John *******. This complaint was assigned ID *********
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  
  MESSAGE:
  
  

  
  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.

  Three young men from Mattress Warehouse led by "Lee" came to my home yesterday morning and completely remedied this unnecessarily aggravating problem in 25 minutes.  All of them were polite, mannerly, and helpful.  I am convinced the advocacy of BBB was instrumental in bringing about this satisfactory result and I am very grateful indeed.  To Mattress Warehouse, all is forgiven...but not forgotten.
  
  Sincerely,
  
  John *******

*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. ↩