Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased Sealy King size mattress and box springs in Oct 2020. Under the Mattress Gallery Direct 30 day satisfaction guarantee I exchanged the mattress for a more expensive one in Nov 2020 due to the first one being extremely hard. Both mattresses have a 10 yr warranty. Spent just under $1,900 (total) for the second set which we kept. A little over 2 years in, the mattress has sags or indentations that meet the manufacturers stated 1.5 inch metric. Contacted Mattress Gallery Direct and they sent me a warranty claim to complete and file. I had all of the receipts and proof of purchase but when I filed the warranty claim they informed me that because I could not provide a copy of the "law tag" (the one that says not to be removed EXCEPT BY THE CONSUMER) they would not honor the warranty. I asked ***** where it said you had to retain the law tag in the Sealy warranty - she didn't know. (It does have a bolded statement at the bottom of the warranty to retain a copy of the warranty and a copy of proof of purchase which I did) I asked her why the bolded Mattress Gallery Direct warranty policy printed on my original receipt did not reference this requirement - she didn't know. She did tell me that the tag said not to remove the tag - I referred her to the inconvenient fact that these tags universally have the "except by consumer" exception printed on them - she was unaware. She proceeded to point out the obvious, that the warranty packet requires the law tag. I responded that although that was interesting, it would have been much more relevant if that had been provided in writing at the time of purchase. I am simply requesting that Mattress Gallery Direct honor the warranty they sold me. I would always prefer to resolve these type of problems with the retailer as opposed to resorting to negative reviews online and in social media.Business response
02/22/2023
****************** has been contacted. The warranty has been approved by the manufacturer and an appointment has been set for the customer to visit ********************** to pick out his new mattress on Friday 2/24/23. ********************** issues have been satisfied. Thank You ********************;Customer response
02/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this proposed resolution is satisfactory to me. I have an appointment at the store with *****, the manager on Monday morning, February 27th to evaluate my options for a replacement mattress. Assuming there are no additional issues with receiving a replacement mattress, I am satisfied with the Mattress Gallery Direct solution.
Sincerely,
***************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.