ComplaintsforMattress Store

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the 18th of November 2022, we bought a mattress from them for $212.39 (including tax, order # *****) under the impression it would feel the same as the one in the store, but it did not. We unpacked it half way, out of the box but not the thick protecting plastic bag, and waited 48 hrs for it to expand. However, after expanding the feeling was loose springs and less padding than the store version, so we sought to return it. They would not work with us for a refund. It is not at all the feeling of quality as the mattress they represented as selling us. It's been sitting here since then, in it's protective plastic, till we get a full refund. Thank You!

  Business response

  01/26/2023

  *********

   

  please return the mattress unopened in the plastic bag and unused to the Mattress Store ********************************************************. For a refund. On or before 1/31/23. If the bed is open or used we can help you with a warranty complaint with the manufacturer.

   

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

  mattress store

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

  Customer response

  02/03/2023

  Thank you, I need more time to arrange a truck for the return.

  Business response

  02/03/2023

  *********

   

  We have tried to call you several times at your phone numbers provided to resolve the issue. We have also talked with your adult daughter that stated the mattress has been USED and was purchased 11/18/22. We would need pictures of the mattress and a phone call to discuss further.

   

  ****** Mattress Store

  Customer response

  02/06/2023

   
  Complaint: 18904152
  
  I am rejecting this response because:

  
  Better Business Bureau:
  

  Only when I get a refund it will be satisfactory to me.  My daughter and I share a phone and she is telling me she did not say it was used.  She was not the one who picked it out in the store, unwrapped it, and ascertained it was not the same as the one in the store.  I am.  it didn’t come sealed, probably because it needed air to expand. I taped it to seal it after it had expanded and set it up against a wall upright so it wouldn’t be used. It’s been there till now. I’ve tried to call the store and have stopped by the store a few times.  I’ll need to know a contact name, their phone number, and good times to call if that is needed.  I'm uploading a few photos of it also.

  
  Sincerely,
  
  ********* *********

   

  
  
  Sincerely,
  
  Stephanie Timmerman

  Business response

  02/06/2023

  Thank you for the pictures. The Mattress qualifies as USED under Utah Admin. Code R70-101-15. And can not be sold as NEW. Also your mattress pictures shows the mattress looks identical to the display and doesn't show a defect. (see attached)

  We are willing to offer you an in store credit for Sheets, pillows, mattress, or furniture if the mattress is returned in good condition. (Before 2/11/23) We also offer Delivery Services to pick up the mattress ($99) if you do not have transportation available.

   

  Please Call us at 435-635-8900. We have tried multiple times to reach you.

   

  Please return the mattress to Mattress Store 114 N Main St. Cedar City, UT 84720

  Customer response

  02/08/2023

   
  Complaint: 18904152
  
  I am rejecting this response because:
  

  It's a rip off, selling a mattress of much less quality than the version I chose in the store.  It looks the same but has lose springs and less padding, UNUSABLE!

  They offered only in store credit as a remedy, but I've lost confidence in their products being of any value whatsoever, as well as their word.  
  
  Buyers Beware!  They misrepresented what they sold me and will not make it right, only kept harassing me to buy more products.  Saying have a great day after all this.  I do not feel good trying to sell this for what I lost and am seriously considering giving it away to someone with a bunk bed with sides to keep the springs in place  ant telling them it needs a thick layer of padding because otherwise it is absolutely worthless!
  

  
  Sincerely,
  
  ********* *********

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