ComplaintsforMattress Warehouse Corporate Office

• 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 *******

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased my mattress in February 2023 and It already sagging in the middle. I reached out once to let them know the mattress was a little too soft, but I should have told them that's it's swoops in the middle as if it's worn down. I know the mattress is noneflip, but I had to flip it and put a memory foam topper just to simulate a medium plush level of comfort, but the sag in the middle is still there.

  Business response

  11/09/2023

  Can not find sales ticket for the customer so they might have purchased from another company or under different name on sales ticket. There have been no warranty claim for Joanne ****** If purchase from Mattress Warehouse they will need to file warranty claim.

  Bureau response

  11/09/2023

  Joanne *****
  **** *** ******* ** ***** ******* *****
  
  
  Dear Joanne *****:
  
  This message is in regard to your complaint submitted on 11/7/2023 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:
  
  Can not find sales ticket for the customer so they might have purchased from another company or under different name on sales ticket. There have been no warranty claim for Joanne ****** If purchase from Mattress Warehouse they will need to file warranty claim.

  Customer response

  11/09/2023

  
  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. I need to do Mattress Firm vice  Warehouse.
  
  Sincerely,
  
  Joanne *****

  Bureau response

  11/09/2023

  John ******
  Mattress Warehouse Corporate Office 
  **** *** ****** ** ********** ** *****
  
  
  Dear John ******:
  
  This message is in regard to a complaint submitted to BBB about your business on 11/7/2023 by Joanne ****** 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. I need to do Mattress Firm vice  Warehouse.
  
  Sincerely,
  
  Joanne *****

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/17/23 my husband ***** ******* and I entered said establishment Mattress Warehouse, 4801 Valley View Blvd, Suite E, Roanoke, VA 24012 with the intent to purchase new mattress and adjustable bed foundation. We were greeted by Salesman Terrell who utilized the mattress matching system to help find right mattress fit. We purchased a King Holly Trace Cush ET-Q-MATT. Mr. Terrell informed us that free adjustable head and foot base was included and 2 STORM II 0.0-Pillows were included. During processing Terrell could not complete paperwork properly due to new on job 2 weeks Store Manager Tim came in to complete the process. On 10/26/2023 received delivery of mattress, foundation and pillows, contacted Tim immediately notifying of wet mattress and incorrect bed foundation. Informed by Tim that foundation with head and foot adjustability were not included in free base promotion only head elevation base is free informed him that this was not told to my husband nor myself by Terrell. Tim reordered new mattress which was delivered a few days later by delivery drivers , new mattress was also wet I called Tim who instructed me to refuse delivery. The 2 drivers then bought back in first initial wet mattress each person carried mattresses in and out by themselves which ended up with my front storm door hinge and bottom of door being broken. Call placed to delivery center spoke with receptionist who informed me to contact Corey Taylor regarding damages and product. Multiple phone messages along with email including photos of damaged door were placed. Have not received response from Mr. Taylor to this date. Contacted store manager Tim notifying him that I no longer trusted products to be received would be sanitary and just wanted refund and cancellation with the return of said mattress, foundation and pillows. I just want to be compensated with the return of monies paid down and removal of financing from my credit report. The order # is ***********. Also want compensation of new storm door which was broken by delivery drivers.

  Business response

  11/09/2023

  The District Manager typed up return ticket for customer so after mattress is picked up there will be a refund request sent to customer service. Delivery Department will reach out to delivery contractor about the door damage.

  Customer response

  12/05/2023

  Hello this is ********** *******.  I'm reaching out to you for help in resolving this issue regarding Mattress Warehouse and the repair of my front storm door.  As requested per Chad ****** at Mattress Warehouse I submitted the cost of replacement and installation charges from Home Depot and Lowes.  I've tried reaching out to Mr. ****** he hasn't returned my calls or emails. I've sent him my new contact number of *************.  I  would appreciate any help with this matter.

  
  

  Sincerely, 

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

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

  Business response

  12/05/2023

  The claim was turned over to the contractor.  ****** ********  *** ********  * **** * 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 20, 2022, I purchased my mattress for $1,836.06 from Mattress Warehouse, 575 Cross Creek Mall, Fayetteville, NC 28303 ###-###-####. At the time of purchase my sales representative Leon told me that I have a 10 year warranty, and that if I had any issues to contact the store. On August 21, 2023, I called Mattress Warehouse and spoke the Manager Jeremy, and told him I was having issues with the mattress sinking in the middle/center, and that there were particles of material coming out from the outline of the mattress. The instructions Jeremy gave me were to take a picture of the mattress labels, measure the center of the mattress with a ruler and string going across the bed. He also wanted pictures of my bedframe. I followed up with Jeremy to see if my complaint was submitted on August 24, 25, 26 and did not get a response. My daughter, ******* called Jeremy on August 28, 2023, and he told her that he submitted all the pictures to the Headquarters and that someone will be getting in contact with me reference coming to my home for an inspection. I called the Mattress Store again on September 8, 13, 16 and still no response. My daughter ******* called the Store again and spoke with Manager, Ms. Rosalind ****** (Ramsey St. Location) and explained everything. Ms. ****** was very helpful and concerned to getting a resolution. She contacted HQs, they told her to have me resend the photos using same instructions and a picture of my bedframe. On September 23, 2023, my daughter ******* received an email from John *****, Mattress Warehouse stating he received my complaint. (See photo attached.) on the email it explained what I can expect. My claim will be reviewed by the Customer Service team within 3-5 business days. He gave me a case number ****874*********049 and Invoice number *********93 (photo attached). As of today, October 18, 2023, I still have not spoken to anyone from Mattress Warehouse HQ's. I am living a nightmare and need help resolving my issue

  Business response

  10/19/2023

  Customer was sent how to do self-inspection September 25,2023 to email address **************.com and customer never sent the self-inspection back to the warranty department. 

  Customer response

  10/21/2023

  I read the response from the Mattress Warehouse and the response was not true.  Ms. Rosalind ******, Sleep & Health Manager,5159 Ramsey Street, Fayetteville, NC 28312, (910) 488-2233, and I communicated on September 23, 25, 29, 2023.  Ms. ****** sent me the mattress instructions and I sent her all the pictures required for the warranty department.  Ms. ****** even provided me her cell phone number to ensure that all the pictures were received by her.  September 23, 2023, Ms. ****** and I have spoken several times communicating by telephone, emails and text messages.  Ms. ****** stated she received my photos and had sent the photos to the Mattress Warehouse Warranty Department.  Ms. ****** told me that once I submit my complaint to the Mattress Warehouse Warranty Department, that I would be receiving a call for a representative to come to my house to inspect my mattress because Mattress Warehouse does not have an Inspector in my local area to come to my house.  Ms. ****** was also communicating with my daughter ******* Williams and had several conversations to assist with resolving my issue. Ms. ****** was the only Manager that cooperated with me and tried her best to help resolve my sinking mattress complaint. 

  As of today, October 21, 2023, I have yet to receive a call or email from the Mattress Warehouse Warranty Department.  I am very disappointed that Mattress Warranty Department has taken two months or longer to respond to my complaint. I am 81-years old and been having back aches due to the mattress sinking in the middle.  I was also willing to upgrade for a better quality mattress but was told that it had to be inspected through a warranty process. I was told at the time of purchase that my mattress warranty carried a guarantee for 10 years.  I have owned the mattress for 2 years and did not expect to run into these types of issues with the warranty department.  I want to be able to get an upgrade or a Refund of my money because they did not abide by the Warranty by sending an Inspector to my home. Ms. Rosalind ****** can verify and confirm that I sent her the pictures as required by the warranty instructions.

  Cordially,

  **** *******

  Business response

  10/24/2023

  Warranty Department will send warranty approval letter today.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/9/23 I purchased a Tempur Pedic mattress and base from the Ellicott City store. The salesperson did not listen to what I said I wanted (the base model base) and instead ordered and delivered to me the much higher model base with technology I said numerous times in our conversation that I did not want. The higher version is what he kept pushing on me during the sales process but when we sat down to place the order, I said "I want the base base." The salesperson was not clear on the name of each base option so I didn't know what else to call it. I didn't realize what had been delivered 6/10 until I looked at the remote later that night and saw it had many more buttons than I expected. I called the store the next morning 6/11 and he told me "sorry for the misunderstanding but it's a no return policy." He said he called his manager and the manager said there was nothing he could do because of the policy. They instructed me to call customer care on Monday. I offered to return the mattress and base to them that day as I was very unhappy about this deception. Salesperson refused to offer any remedy. He got very nasty with me. I called customer care 6/12 and left message, unreturned. Called 6/14 and spoke to customer care who said I need to talk to a manager so I left message with a district manager, unreturned. Called 6/16, left two messages with Regional Manager, unreturned. I believe this is fraud. My next call will be to the Attorney General to file a fraud complaint. This was not just high pressure sales, this was blatant fraud. This company knowingly delivered the wrong product to me. They don't care about customer satisfaction. I can't get any manager to answer their phone or return a message. Customer care has provided no assistance but forwards me to VM. I would prefer to return all of the product immediately for a refund (I offered to return it the next day). I would consider an offer to exchange the base for the base I actually intended to buy.

  Business response

  06/20/2023

  The customer purchased two Ergo Smart TXL adjustable and that is what the delivery team delivered. Mattress Warehouse comfort policy is for mattress only  not on adjustable 

   

  Customer response

  06/20/2023

  
  Complaint: ********
  
  I am rejecting this response because I didn't intend to purchase that model, I wanted the basic model, which is what I told the salesperson. He didn't listen to me. I called when I realized it was the wrong item. Do you have recording cameras in the store? You will hear me say "I want the base base". This is fraudulent and dishonest. 
  
  Sincerely,
  
  Gabriel *****

  Business response

  06/21/2023

  The customer received what they purchased at store and paid for at the store.   No exchanges on adjustable but Mattress Warehouse does offer comfort exchange on mattress only 

  Customer response

  06/21/2023

  
  Complaint: ********
  
  I am rejecting this response because I did not intend to purchase the model that was delivered. I told the salesperson I wanted the "base base". Do you have camera's recording in the store? You will hear me ask for that. The salesperson didn't provide a list of the names of the different base models so I didn't know what model to ask for by name.  I trusted that he was listening to me when we sat down to do the purchase.  I feel like I've been swindled.  Would it be possible to refund me for the amount over the base model because this was the mistake of the salesperson? Otherwise I am happy to return the base and mattress to the store if you would like.
  
  Sincerely,
  
  Gabriel *****

  Business response

  06/26/2023

  The customer received what they purchased at store and paid for at the store.   No exchanges on adjustable but Mattress Warehouse does offer comfort exchange on mattress only 

  Customer response

  06/26/2023

  
  Complaint: ********
  
  I am rejecting this response, again. This company can't even answer the questions I have asked in my responses. The salesperson made this mistake and they refuse to take any responsibility. I can't get anyone at customer service to return my call. I've left several message. This place is running scams.  

  Again, do you have recordings of the interaction?

  Will you offer to refund me the difference between the models? Or would you like me to return all of the items? I'm happy to drive them over to you same day.

  Sincerely,
  
  Gabriel *****

• Initial Complaint

  06/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a Necter Mattress and within 2 years it’s not holding up. I called the main office on NC only for them to tell me that it’s covered but they do not have a location in Georgia. Unacceptable

  Business response

  06/07/2023

  Mattress Warehouse does not have store in Georgia so the customer will need reach out to Nectar being they took mattress out of Mattress Warehouse delivery area 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a king sized mattress on 5/13/23. The delivery was delayed until 5/24/23. The delivery drivers would not bring our mattress upstairs as it would not fit and the mattress unknown to us cannot be bent or it will break. We were told to keep the mattress and call the store for a refund or exchange for two twins. We absolutely do not want a split in the middle of our bed so a return is what we sought. The first associate we spoke to assured us he was working on a refund. The next day a different associate told us they will not refund the mattress and that we were stuck with what we were sold. I was even told it’s my fault for not knowing that the mattress wouldn’t fit and couldn’t be bent and that nothing will be done for a refund because delivery had been completed on our order. Our order isn’t finished being delivered as we are waiting on an adjustable base that I have concerns will also not fit and need to cancel as well. I contacted the district manager who told me he would call me back by the evening of 5/26/23. I have not heard anything back and am reaching out to BBB to understand my options for receiving help in this situation. I have attached our receipt as well as an iPhone transcript of the store telling us they were working on a refund.

  Business response

  05/30/2023

  The DM from that area went by customer's house and got mattress upstairs 

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is related to my previous BBB complaint ********* for Tempurpedic. Recently I was informed that Mattress Warehouse has a 3rd party vendor agreement with Tempurpedic where they have sole responsibility for all customer service, warrantee claims, exchanges, etc, and have nothing to do with Tempurpedic's CS. Obviously I was misled. Unfortunately, Mattress Warehouse has been deflecting responsibility back to Tempurpedic. I originally purchased the first mattress on 01/01/2023 for $2,299. While I had no intention of spending a lot, I was hooked and sold on Tempurpedic's award winning CS and reputation but I also trusted Mattress Warehouse. After the mattress became soft (unlike in the store), I had no choice but to upgrade to the Firm for $3,149. I was very careful on this expensive upgrade, knowing that I only had one exchange opportunity within the 90 day comfort exchange program. Unfortunately, after a week that Firm mattress also became soft, especially on one side, and I then reached out to Tempurpedic with questions since this was new technology (resulting in the first BBB complaint). I also attempted to reach out to Mattress Warehouse CS, only to be forwarded to leave messages which were not returned, and that does concern me about future warrantee claims. I should not be experiencing this stress for a simple mattress purchase. Ridiculous. Also wasted a lot of time writing BBB complaints, phone calls, etc, etc — horrible to put me through this considering the price I paid, and it does make me feel scammed. This experience has had a negative effect on my health. The money I used was very personal money my parent’s put aside for me for emergencies. I was especially careful with my choices but Mattress Warehouse has not made any effort to help. A little bit of concern, caring and support for their product would have gone a long way but unfortunately that did not happen. I lost all trust.

  Business response

  05/16/2023

  Customer purchased Tempurpedic mattress 01-10-2023 and used their one time comfort exchange 03-07-2023. If customer thinks they have warranty issue they would need contact Tempurpedic being they take care of all of their own warranty claims. 

  Customer response

  05/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: Unacceptable response. The letter I sent explains why.

  I did base my trust on google reviews. No 1 stars yet, had I seen that, never would have stepped foot in their store, as I didn't trust mattress salespeople anyway. This isn't going away. 

  FYI, salesperson's response unacceptable, "YOu are a nice guy, I love your business, just want you to know, went way out of my way for you but nothing I can do". That doesn't work. 

  I expect white glove treatment. Obviously you refuse, so I will demand a complete refund. I have time, I will do what is necessary. Shame on you!!!!!!! 

  Sincerely,
  
  Steven ******

  Business response

  05/17/2023

  Customer was given a one time comfort exchange. There are only one time on comfort exchanges. Tempurpedic takes care of all of their own warranties so if issue with mattress they would need contact them. No refunds on mattress after it has already been delivered.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a complete bed set from Mattress Warehouse. I bought the mattress I bought the boxspring I bought the frame. I’m a very heavy person. I didn’t discuss any kind of sale or budget price. I just wanted a mattress, boxspring, and frame that would support my weight with comfort I spent over $3600 paid upfront even paid for the 10 year warranty. The boxspring was flimsy and broke. I found out just recently that they had a boxspring made of complete metal. I asked them if I could have that they charge me an additional $195 which I paid a week later they told me that that boxspring model has been discontinued. I asked them to sell me the one on the showroom floor and they said no ,everyone I’ve asked even in the retail business says that whether an item is DisContinue or not, you should be allowed to buy off the showroom floor upon arriving to the store. The young boy helping me found My situation hilarious.they will honor the warranty by sending me another flimsy wooden box spring.

  Business response

  05/11/2023

  Mr. ******,

  The terms and conditions of your warranty are provided by the Manufacturer.  Mattress Warehouse is here to assist with any approved claims but we are bound to their terms and conditions.  Upon reviewing your exchange I did notice that our team partially charged you for the replacement.  There should not have been any charge in this case and you will receive a refund of $195.04.  Please contact the store to schedule your exchange as per the manufacturer's warranty.

  thank you

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