Complaints

This profile includes complaints for Mattress King's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Mattress King

  7114 Highway 70 South Suite 108 Nashville, TN 37221

• 

  Mattress King

  2103 Gallatin Pike North Madison, TN 37115

• 

  Mattress King

  1144 Fortress Blvd. Murfreesboro, TN 37128

• 

  Mattress King

  440 Sam Ridely Parkway Smyrna, TN 37167

• 

  Mattress King

  103 White Bridge Road Nashville, TN 37209

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased mattresses on 7-6-2024 that were delivered on 8-3-2024. The invoice states the purchase is eligible for $300 Mastercard reward. We followed the instructions attached and submitted the reward request on 8-4-2024. Upon submission we received the auto reply email regarding the submission. With no response, we reached out to ****** from the store via text on 9-19-2024 inquiring about the submission. We followed up on 9-21-2024 and were advised to submit again. We submitted again on 9-21-2024 and received the same auto reply email. On 11-7-2024 a text was sent to ****** from the store to follow up on the request. No response so we followed up again on 11-13-2024. On 11-16-2024, we spoke to ****** and she stated she spoke to *** at the rewards center and notes had been placed in the system and emails had been sent to us regarding the rewards. We did not receive any emails; the rewards center was called on 11-18-2024 and ****** stated there were no notes in the system and the only thing they had were rewards from ***** which was another purchase from earlier in the year. *** was supposed to call back but we never received a call. When trying to call back later on 11-18-2024, the system stated they were only accepting emails so I sent an email to the rewards center as well as Mattress King. We received a response from Mattress King on 11-19-2024 asking for all invoice numbers. It also stated they only show the ***** reward and another submission that was rejected as a duplicate. On 11-19-2024, the requested information was sent to ********************************** with a follow-up sent on 11-23-2024 to ******************************* since that was the original email used that got a response. We would like a resolution to this reward but cant get assistance from the company or the store. We dont have any emails in spam and all emails were received when we did the other reward.

  Business Response

  Date: 11/27/2024

  Good Evening,

  
  We have been in contact with Mr. ******** about his reward cards.  Below you will find the detailed communication we have had with him since his first communication on 11/18/24 when he reached out about the missing card.  We have confirmed the issue with the missing card and processed it for fulfillment.  As of today (11/26/24) Mattress King has fulfilled all items due to Mr. ******************* apologize for the confusion on this transaction, we take a lot of pride in taking care of our customers as promised but this situation was an honest glitch with the system due to the fact that he purchased multiple sets so close together. 
  
  Please let me know if any additional information is needed.
  
  Thanks,
  
  Nate
  
  
  Good Evening,
  
  We have researched your invoices and have confirmed you are due an additional $300 MasterCard reward.  We have sent the request to the fulfillment company and you should receive the code for the code within 30 days. 
  
  We apologize about the confusion with this second reward card, with you purchasing multiple sets so close to together the system kicked it out as a duplicate.  We try vary hard to catch these but this one was missed.  If you dont receive the code within ************************* directly and I will be happy to look into it for you.
  
  Thank you again for your business and please have a wonderful Thanksgiving holiday.
  
  Thanks,
  
  
  
  
  From: E ******** <*************************************>
  Sent: Tuesday, November 19, 2024 4:37 PM
  To: **********************************
  Subject: Re: Reward Submission Confirmation Assistance needed
  
  Invoice number: ********* for the ******* and ****** mattresses.
  Invoice number: ********* for Temper Pedic mattresses.
  Invoices ********* swap foundation from 9 inch to 5 inch for Temper Pedic 
  
  The cards for the ******* and ****** mattresses were processed. We just need the cards processed for the Temper Pedic mattresses.
  
  Thanks
  **** ********
  Sent from my iPad
  
  On Nov 19, 2024, at 8:29 AM, ********************************** wrote:
  
  ****,
  
  Could you please send me all invoice numbers you have purchased under so we can look into this.  Looking at the files that have been uploaded to the reward house there was only one and that was back in April.  I do see where there was another submission from you but it was kicked out of the system as it triggered as a duplicate.
  
  Sorry for the confusion, but if you could confirm the different sales orders we can get it corrected and re-uploaded to their system.
  
  Thanks,
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  From: E ******** <*************************************>
  Sent: Monday, November 18, 2024 6:41 PM
  To: *********************************************************
  Subject: Re: Reward Submission Confirmation Assistance needed
  
  Below is our second reply for our reward redemption, the first was sent on 8-4-2024 but we never received a response so we were advised to submit it again.
  
  We followed up with the store last week when we still hadnt gotten a response on this 2nd request. On 11-16-2024, the lady at the ************ store told us she had spoken to *** at the ************** and *** had sent us emails the day before as well as making notes in the system regarding the reward on the Tempur Pedic purchase.  
  
  We did not receive any emails (spam was checked) so I called 1-866-elite-21 on 11-18-2024 and spoke with *******. She stated there were no notes in the system regarding this reward and the only reward she shows in the system was from April 2024. She left a message for *** to call me back but I didnt get a return call.  When I tried to call back, the message states they are only taking email due to hurricane ******.
  
  This is the situation on 3-23-2024 Mattress King delivered ******* and ****** mattresses and a reward request was submitted for invoice *********.  We received these cards and this reward was processed.
  
  On 8-3-2024, Mattress King delivered a set of Tempur Pedic mattresses and a reward request was submitted on 8-4-2024 for invoice *********. We received an automated reply like the below message but no other emails were received. We followed up with the store in September and were advised to submit again.  We submitted again on 9-21-2024 and received another automated response (below) but no other emails have been received.
  
  The store says the ***** number can help but they say contact the store. We are caught in a loop and need assistance. 
  
  Thank you
  
  Sent from my iPad

  
  

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/25/24 I purchased and paid for a new mattress in the amount of $4,295.62. I was told to register for a $300 gift card and after multiple emails to my sales associate and store manager I have not received the gift card as of 8/16/24. They refuse to give me a phone number for the owner or any management above the store level. The manager, ***** was argumentative, lacking in customer service skills, and simply did not care.

  Business Response

  Date: 08/16/2024

  Good Evening,
  
  Ms. **** ***** did indeed purchase a mattress on 3/25/24 that qualified for our $300 Mastercard reward. Per the policy with this offer she would be sent the link to claim her reward card withing 30 days post registration and delivery.  Under her purchase she didnt receive delivery of her purchase until 5/17/24. On 5/22/24 the registration for the reward card was received from ******** which was processed and sent to the fulfillment company.  Under the program the customer can request either a digital or a physical card.  Ms. ***** chose the physical card which requires additional time to mail it out to her.  During the registration the address provided by Ms. ***** was incorrect which resulted in her not receiving the original card. 
  
  On 8/9/24 Ms. ***** reached out to the store about the status of her card and at that time the store manager (*******) got with both upper management about the delay.  At that time, we reached out to the fulfillment company inquiring if the cards has been activated and used.  They confirmed they had not and agreed to cancel those and send out new cards to her correct address at no additional cost to Ms. ******************* this interaction with the store Ms. ***** also sent an email through our website indicating her frustration and disappointment.  In turn, we also responded to her and confirmed what caused the delay and that the cards had been canceled and re-issued to the correct address.  We also noted this process can take ***** days based on the postal process.  As of today (8/16/24) we are 7 days removed from this request so we are still within the time expected time to get the cards to her at the correct address.
  
  We are doing all we can to get the reward cards to her and most certainly want her to have them ASAP. Unfortunately, we cant control that the original request was for them to be sent to the wrong address by Ms. ************** have no reason to hold them back from her but we do have to go through the process.  We will continue to do all we can to get them to her ASAP and have tried to ensure her of that. 
  
  I hope this helps clarify the confusion on the situation,please let me know if you need any additional information.
  
  Thanks,
  
  **** *******
  CEO/Owner 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22154636
  
  I am rejecting this response because:
  As of 8-21 I have still not received them. I will never buy another mattress king mattress as long as I live. This is beyond unacceptable. Months later. The rebate shouldve been issued at the point of sale. I have wasted my precious time and money emailing and calling and filing this complaint.
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 08/21/2024

  Further those cards never came to either of my addresses, I still own both of those houses.

  Customer Answer

  Date: 09/04/2024

  As of today I still have not received the gift cards at either of my homes. They delivered the mattress to one house, they clearly have the addresses.

  Business Response

  Date: 09/14/2024

  Good Evening,
  
  We have worked both with the customer and the fulfillment company for their gift cards.  We have even had the original cards canceled and new one issued. Below is a response from the fulfillment company explaining what they have done as well to ensure the customer is taken care of.  In as much as we do all we can to make sure our customers are taken care of we also cant be held in default or fault if the cards are lost by the customer or the postal service.
  
  By this time the customer should have the new cards and should be taken care of.
  
  Email from the fulfillment company:
  
  Hi Nate,
  
  Our records show **** ***** converted rewards to physical cards in July with help from our team.
  These were sent to the 4941 Salem address.  She reported them missing and we replaced them to the same address on 8/9.
  
  She is throwing those away.
  
  
  
  I will have someone reach out again to explain what to look for.
  

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an adjustable bed base from a Mattress King online on 5/5/2024 for $720. When I had the item in my cart, there was an option that offered to calculate shipping. Seeing as I live in ******, I took advantage of this, I typed in my address and it calculated free shipping. I purchased the adjustable base and received my order number #****. The next morning I received an email from *********************** the CEO/Owner of Mattress King thanking me for my order and stating, "your delivery is 100% free to you" but asking if I wanted to pay for a setup fee of $60, which I declined. Then on 5/12/2024 I received another email from **** informing me that delivery cost would be an additional cost around $199 because I live in ******. I responded that I was frustrated because at checkout shipping was calculated to be free, that he personally told me that delivery to me was to be %100 free and now was going back on his word. I also informed him that I didn't need the base to be delivered to my home, that if he could get it to the Lynden transport or any of the furniture warehouses on the *************** I would go pick it up myself. He said he would look into it. On 5/22/2024 after hearing nothing, I sent him an email stating that's been over a week and if he had shipped my base. He responded that he was stilling looking into finding somewhere to get it for free. It's now 6/7/2024 and I've still heard nothing from ****, even though my card has been charged. I'm incredibly frustrated because **** jumped the gun, he told me delivery was 100% free before doing adequate research on shipping to ******. Then when he found out he made a mistake, instead of being accountable and taking responsibility he pushed the problem onto me, the customer. I also dislike how vague he was about the shipping cost. He did not give me a definitive number and used the open term "around." I do not want my order canceled and I don't think that I should have to pay for shipping due to ****'s error.

  Business Response

  Date: 06/18/2024

  Good Evening,
  
  ************** did indeed place an order for an adjustable base on 5/5/24.  Upon checkout it notes that the free delivery is for local delivery in the **************** area.  After ordering we let ************** know we thought we could offer free delivery to her area as a drop off only but there would be an additional charge if she needed it setup as well.  She indicated just a drop off would be acceptable.  Upon processing her order and working with our delivery contract services we ran into issues because of her location which was in *******  We have never ran into this issue before so it was a new challenge for us.  Due to the item orders, the weight of it and the complexity of the delivery it resulted in all the delivery contractors to reject the delivery.  During this time we continued to communicate with ************** and let her know we were still working for additional options.  Shortly after she filed this claim she requested that we cancel the order as she wasnt willing to wait any longer.  As soon as she requested the cancelation we processed her full refund.
  
  As of today (6/18/24) ************** has received a full refund for her order per her request and no further action is needed on our end.  We are very sorry we werent able to find a contractor to complete the delivery.  This was certainly a new hurdle we had never encountered as we have a large pool of delivery contractors to use.  Unfortunately, none of them had the network to deliver to ******.
  
  Please let us know if any additional information is needed for this claim.
  
  Thanks,
  
  ***********************
  CEO/Owner

  Business Response

  Date: 06/18/2024

  Good Evening,
  
  ************** did indeed place an order for an adjustable base on 5/5/24.  Upon checkout it notes that the free delivery is for local delivery in the **************** area.  After ordering we let ************** know we thought we could offer free delivery to her area as a drop off only but there would be an additional charge if she needed it setup as well.  She indicated just a drop off would be acceptable.  Upon processing her order and working with our delivery contract services we ran into issues because of her location which was in *******  We have never ran into this issue before so it was a new challenge for us.  Due to the item orders, the weight of it and the complexity of the delivery it resulted in all the delivery contractors to reject the delivery.  During this time we continued to communicate with ************** and let her know we were still working for additional options.  Shortly after she filed this claim she requested that we cancel the order as she wasnt willing to wait any longer.  As soon as she requested the cancelation we processed her full refund.
  
  As of today (6/18/24) ************** has received a full refund for her order per her request and no further action is needed on our end.  We are very sorry we werent able to find a contractor to complete the delivery.  This was certainly a new hurdle we had never encountered as we have a large pool of delivery contractors to use.  Unfortunately, none of them had the network to deliver to ******.
  
  Please let us know if any additional information is needed for this claim.
  
  Thanks,
  
  ***********************
  CEo/Owner