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Complaint Details
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Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 23 2023 I bought a temperpedic mattress from best mattress I had also got a cover for the mattress and some pillows. Go figure while Im washing the cover I get a few stains on the mattress which I try to wipe up I have 4 kids so c*** happens. Anyhow yesterday I put in a warranty request because this bed is not even 2 years old and already blowing out on my side of the bed. They deny my request. I do not see how they can deny the request the side was blown out before I ever took this **** cover off but they insisted I take it off for their pictures. I only took it off for their pictures and now they say oh now youre not covered.Business response
07/29/2024
We are sorry to hear ******************** is unhappy with her Tempur-Pedic purchase. I reviewed the pictures provided and it is a fact that the mattress has been soiled multiple times. A mattress cover is an integral part of protecting your mattress investment. All bedding manufacturers void the warranty when soiling is present. Excerpt below is from the warranty pertaining to Tempur-Pedic product for your information.
"Physical abuse or damage to the structure and/or cover material, including but not limited to, *****, cuts, tears, liquid damage, or stains. This Limited Warranty does not cover damage, deterioration or degradation of the mattress due to liquid exposure, either singularly or over time, including, but not limited to: bodily fluids, beverage spills, animal waste, cleaning products, or any other liquid or moisture exposure."
We apologize for being unable to assist ******************** with a claim on a soiled mattress.
Customer response
07/29/2024
Complaint: 22008986
I am rejecting this response because:I am rejecting this response because: This mattress has no damage of any sort the mattress cover had a little stain that only happened after i took mattress protector off for the stupid photos that i spot cleaned like the mattress stated to do. These are pictures i took after i took matrress cover off to show there is nothing on it. there is a crack in the mattress on my husbands side of the bed and my side shows caved in I can feel metal coils and the glue on the mattress looks like its come undone. This is a defect I did not cause this damage.
Sincerely,
*********************************Customer response
07/29/2024
I am rejecting this response because: This mattress has no damage of any sort the mattress cover had a little stain that only happened after i took mattress protector off for the stupid photos that i spot cleaned like the mattress stated to do. These are pictures i took after i took matrress cover off to show there is nothing on it. there is a crack in the mattress on my husbands side of the bed and my side shows caved in I can feel metal coils and the glue on the mattress looks like its come undone. This is a defect I did not cause this damage.Customer response
07/29/2024
I am rejecting this response because: This mattress has no damage of any sort the mattress cover had a little stain that only happened after i took mattress protector off for the stupid photos that i spot cleaned like the mattress stated to do. These are pictures i took after i took matrress cover off to show there is nothing on it. there is a crack in the mattress on my husbands side of the bed and my side shows caved in I can feel metal coils and the glue on the mattress looks like its come undone. This is a defect I did not cause this damage.Customer response
07/29/2024
I am rejecting this response because: This mattress has no damage of any sort the mattress cover had a little stain that only happened after i took mattress protector off for the stupid photos that i spot cleaned like the mattress stated to do. These are pictures i took after i took matrress cover off to show there is nothing on it. there is a crack in the mattress on my husbands side of the bed and my side shows caved in I can feel metal coils and the glue on the mattress looks like its come undone. This is a defect I did not cause this damage.Business response
08/20/2024
We stand by our original response.Initial Complaint
03/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Friday March 10th at 10:45 I was scheduled to have a mattress that I previously paid for exchanged with a new mattress within the 30 day trial period. When the guys came to exchange my mattress they took photos of private property in my bedroom without consent. Based on the photo they took they determined they would no longer exchange my mattress. They also made accusations stating that there was a smoke odor in my bedroom when I have not and do not smoke inside my apartment. The fact that a random man took photos of my bedroom and belongings with out my consent is what the real issue is. I have no idea what other photos this man may have taken in my bedroom... I am young female that lives alone and it really has me concerned a scared. I would really appreciate the BBB to look deeper into this issue.Business response
03/15/2023
We are sorry that ***************************** is unhappy with her product. Picture taken in the home was of the apparatus located next to the bed showing some type of smoking was happening in the home. As documents attached fully disclose no odors including smoke can be on the mattress in order to be eligible for an exchange.Initial Complaint
04/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 9/03/2021 we purchased a ************ Queen mattress which included, so we believed, an adjustable base, an electrical adjustable base to raise & lower head or foot. It never functioned although company technician claimed unit did function but in fact it never did. We attempted to return item but were told there was "no return on electrical items". When we tried to explain that it didn't work from the time of delivery we were told "it wasn't their problem and to contact manufacturer. We tried and could never make contact (they never answered the phone). Went back to Best Buy Mattress but they were intransigent. The item was not listed on the sales receipt as a separate item and we "thought it was included in the purchase. We are 79 & 80 y/o, very hard of hearing and believe that we were taken advantage of. Complaint is being filed (late) due to COVID pandemic, our age and frustration about what to do.Business response
07/29/2022
Business Response /* (1000, 5, 2022/04/22) */ We have contacted ****. Base is in working order. Factory did answer phone and provide new remote, we were never contacted or given opportunity to assist after remote was received. Consumer Response /* (2000, 7, 2022/04/27) */ ***** ******* to Better We have resolved our issue and arrived at a mutually agreeable settlement. Thank you for your assistance; don't think it would've happened without BBB Las Vegas help.Initial Complaint
03/31/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a mattress from Best in 2020. I was assured by the kind gentlemen that this mattress was a good mattress. He even said he had one of his own. A few months ago we noticed we could feel the springs and the mattress was sinking. I spoke with Kevin a couple of weeks ago. He was able to find my sales receipt. He said I was within warranty. Before they sent an inspector they asked me if there were any rips. I said no. She asked me if there were stains. I didn't really see any visible stains. When the inspector arrived he found 2 stains that I still can barely see. My frustration is a few things. This was the first mattress we ever purchased from a mattress store. We thought we would be in good hands since this is all they do. We take very good care of our bed. We change the sheets weekly. We keep the mattress clean. We do not have pets, children, nor do we smoke. We went with the salesperson's suggestion based on our budget. The only thing we wanted was a good mattress. Why would almost invisible stains void the quality standards? We were sold a mattress that now I am not even sure was brand new. We suffer from severe back pains. I am willing to go through the manufacturer, however, I feel like we were cheated by this store and the manufacturer.Business response
07/29/2022
Business Response /* (1000, 5, 2022/03/31) */ We are sorry to hear that ******* ****** is uncomfortable in her mattress after purchasing in 2020. Unfortunately, to have a valid warranty claim you are required to follow the guidelines set forth in the warranty. The mattress can not be soiled in any way, liquid damages the layers of the mattress material. Several stains were found on the mattress. The mattress must also be supported properly at all times. The inspector was unable to do a full inspection due to the unsanitary conditions found when he arrived for this inspection. Pictures are provided. Stains are very evident. We recommend a mattress protector be purchased with every mattress to prevent soiling. This was fully disclosed via phone conversation and in writing before the inspection was scheduled and is signed for on the document provided. Consumer Response /* (3000, 8, 2022/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let's start with the fact that I never received any of the warranty details when I purchased the mattress. I only received my receipt of purchase. This negates the core function of what is considered a contract. Next, let's understand the "unsanitary conditions" the mattress was pulled from the bedroom to the kitchen/living room area because I am a teacher who teaches virtually in my room. This way the inspector did not disturb the lesson. As soon as I was done with my lesson he was able to see the box spring which he himself said was sturdy. Finally, the stains are non existent. They are a smoke screen that allows a mattress company to sell a shabby product. I have reviewed the pictures several times and I still can barely spot the less than a millimeter stain they are referring to. I have every intention on showing the pictures and the sinking to the media. Just admit I was sold a bad mattress. That is the bottom line. Business Response /* (4000, 10, 2022/04/06) */ Pictures were provided of several stains. There is no contract with Best Mattress. A Manufacturer Warranty is provided by the Manufacturer. Best Mattress does not offer a warranty of any kind on any product sold in it's stores. To have a valid Manufacturer Warranty the consumer is required to follow the guidelines set forth by that particular manufacturer. Best Mattress is not required to read the requirements to a consumer or provide a copy. The manufacturer has their own web site with full details of what is required for their warranty to be valid. It is the consumers responsibility to know what those warranty requirements are. Again, we are sorry that a mattress protector was not purchased with the mattress to keep the mattress free from any type of soiling. As stated previously, pictures of the stains were provided, it is unclear how the consumer is unable to see the stains (minimum of three), but that doesn't make them non-existent. We cannot be of any further assistance in this matter.Initial Complaint
10/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased mattress on 8/14 delivere 8/16/21. On 9/28/21 while rotating mattress noticed 3 holes in bottom covering that seal mattress. When i complained to store i was told that was normal. After paying $1517.24 for a mattress i expect it to be new and flawless. After showing Asst. Mgr. Photos he still said well if we come to check you will have to pay. I was sold flawed merchandise and i would expect an offer of resolution rather than this is normal. That offer was not made to me. Photos will be attached.Business response
04/14/2022
Business Response /* (1000, 5, 2021/10/05) */ We have been in contact with ******* ******* and have scheduled an exchange of her merchandise after viewing the pictures. We thank you for bringing this to our attention, as our customer service representative was not aware of any issue.
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Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.