ComplaintsforMattress Deals

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complaint is in addition to a complaint filed for receiving the wrong mattress. Also, the wrong foundation was received with the mattress as a set. I paid for a 5" foundation, but received a much larger 10", which is completely not correct. I am 6 feet tall. My feet will not touch the floor if setting on the set on the frame. The set that I paid for is a completely different color. More of a tannis/brown. The sales was short in he's attempt to convince me that I received the received the right set in a phone call that I made. I will be reaching out to Mattress Deals to inquire of their return, exchange and or refund policies. I paid $599.99. Plus $100 for delivery and haul off of old foundation to independent hauler that the sales called.

  Business response

  07/22/2024

  *** ******* received a floor model mattress set.  the mattress set purchased from the showroom floor was delivered within hours of purchase.  The set was the same one he tested in the showroom.  It was not pulled from stock. There is no such thing as a 10 inch box spring in the mattress industry.  Standard box spring heights are 7-8-9 inches.  *** ******* called the store to complain about his mattress not being the correct one...Then he brought up his issue that the mattress set was sitting too high on his bed.  He was offered a swap out of a low profile box spring which would lower the mattress set closer to the ground which he accepted.  He accepted the change out and paid for the third party delivery company to swap out the bax springs at a discounted delivery charge price.  The requested low profile boxes were delivered to *** ******* the same day.  No other information is available.  We believe that this complaint was filed before *** ******* received the swap out after contacting the store two times.   

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a mattress from this business but once I got the mattress home, I noticed there was a hole in the mattress. I was trying to call the business to report the issue but got now answer. I even left messages on ******** and ****** but no response. I really needed the mattress and was considering using with the hole and expected the hole to see if it looked as if it would get worse. I finally reached the business on 11/21/2022 and informed them of the issue. I explained the hole, the size, informed I opened the area, and that I could even send a picture of it. The picture was not requested, and I was told to bring it in to swap out. I had the mattress delivered back to the store on 11/23/2022 and was told that they could not swap out as they could not sell back to the "boss." It was stated the hole happened after leaving the store, but they were not able to say for sure it did not happen in the store under their care. I was also told the reason for not being able to report my complaint sooner is that the store was closed for almost 1 week. I was informed that the 1-year warranty did not cover and to place duct tape on the area. I was then sent away with the damaged mattress.

  Business response

  11/28/2022

  The customer picked up the mattress at the store.  Our employee loaded it into the back of a pick up truck immediately after it was purchased with the help of the customer’s truck driver. All mattresses are inspected during offloading from our vendor partners and are inspected before entering the store for flaws or damages. Any damaged mattresses are returned to the manufacturer.  We RARELY receive damaged merchandise but in all cases return any damaged product if inspection proves there is damage. Upon receipt during shipping, Mattresses are placed inside the showroom of the store so there is no interim multiple handling from a warehouse to the store to the customer.  The whole unloading process from the manufacturer’s truck is overseen and conducted by 3 people.  Two people to offload and the manager on duty to inspect.  Mattresses are moved from the delivery point immediately outside the main door entrance to stacks inside the showroom which is approximately a 70 foot distance. The mattress was picked up by the customer  from the store immediately upon receipt of payment the day it was purchased.  The customer stated that the bag was sealed and the area that was in question, (damaged),  was covered in plastic as well.  The reported damage was inspected by store personnel when  the customer’s truck driver arrived.  The damage was a hole in the fabric that in the employee’s opinion occurred due to mishandling of the product.  The plastic was torn (a hole in the plastic that appeared jagged as though something caught the plastic and ripped that area where the hole in the fabric is open).  This was in the same area where the damage occurred.  It is the opinion of the employee at the store that the damage occurred after the customer took delivery of the mattress.  The purchase was made on 11/13.  The store was open on 11/14 and 11/15.  Why did the customer wait until the store was closed (as outlined below), to make contact?)   Due to employee challenges, the store was officially closed with notice posted on the door between 11/16 and 11/20. (5 days not one week as the customer stated).  The customer made contact on 11/21 and based on the statement that the bag was still on the mattress and the damage was under sealed plastic the customer was instructed to return it for a swap out.  When the product arrived at the store the bag was not as it was described by the customer.  There was torn damage to the plastic bag where the hole was located.  Mattress Deals has no control over the handling of products some once they leave the building.  The customer signed the invoice/ sales contract stating that she acknowledged that the merchandise has been received in good condition without flaws.   (Please see  attached invoice). 

  Customer response

  11/28/2022

  
  Complaint: ********
  
  I am rejecting this response because: calls where made in which no one answered the phone, message sent on ****** messenger as well as ********. Called made once the hole was noticed. As stated the mattress was needed and since no one answered I felt I was left with the choice to keep. I tried again and finally got answer. I explained the damaged mattress just as it was and even offered to send a picture in which I was told to just bring it in and swap it out. I was not hiding anything and could have been told at that time about the issue. I was also unable to notice a sign at the door as I live over 40 miles form location in different county. Please explain how customers are supposed to make complaints or call for issues when the business doesn't answer the phone or stay open regular business hours as advertised?? I just expected a little better treatment from a seller that stated they ran a good business and seemed to strive on good customer service. Which I should have known better when informed to place duct tape over a brand new mattress with warranty that seems to not hold up as well and tears easily. I would also like to add the seller did not inspect the mattress. He pulled it from under other mattresses and pushed to towards the door for the driver to handle.
  
  Sincerely,
  
  ****** ******

  Business response

  11/29/2022

  Had the bag not been penetrated and torn open at the same point where the damage occurred, the mattress would be replaced. The buyer signed the invoice that the merchandise was received in good condition without flaws.  The company has no control over the integrity of the product once it is accepted without flaws and leaves the store.  As mentioned before, the plastic protective bag was torn in the exact area where the damage is located.  It appeared that something permeated the bag into the fabric.   There is nothing in the store where rhe mattresses are stored that would cause that type damage to the mattress.  There are latches in the customer’s truck bed on the truck bed cover facing downward inside the truck bed that perhaps could have caused the damage.  Pure speculation on our part but the employee on duty did notice when assisting the customer’s rep loading the mattress back in the truck, (after inspection of the bag and hole), the driver of the truck forcibly pushed the mattress inward toward the front of the truck bed under cover which caused an additional tear in the corner of plastic bag that was pointed out to the gentleman that brought the mattress back to the store.  The reported damage did not occur prior to the mattress leaving the store facility.   

*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. ↩