ComplaintsforMattress Firm (Corporate Locations & Office)

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My partner and I purchased a Pressuresmart Firm Mattress, Queen on 3/29/21 from Mattress Firm, 5455 E. Broadway Road, Tucson, AZ. It suited us fine for a few months when we noticed it was not as firm as when it started out. When you turn over it is like you are in a crevice and not as easy as it was to turn over as it was when we first purchased it. It also does not feel as smooth as it did when new. It feels a little lumpy and when the bed is made with only a sheet and comforter on, it has an indentation where we both have slept. We have the Adjustable base with the mattress but have hardly used it as we don't read or watch tv with the head of the mattress up. We only use it to raise the front of the mattress about 6 inches at the most so it is not due to the adjustable base. The bottom line of our complaint is that we specifically wanted a firm mattress due to our health and this mattress is definitely not firm. I went to file a claim from Mattress Firm and it states the mattress does not have a refund/exchange allowed in warranty; claim. Therefore, we need to know what our recourse is in this situation. We definitely need a firm mattress as we are both older adults, 79 and 83 years and cannot, due to our backs and knees, sleep on a soft mattress. We did stop in and talked to the Sales manager, Denee **********, of Mattress Firm, 10875 N. Oracle Road, Home Depot Plaza and she was very informative and stated that we needed to file the claim with Mattress Firm on line but could not file a claim because they don't warrantee this particular mattress; therefore, we are asking your decision and help in filing this complaint.

  Business response

  02/28/2022

  A Customer Relations Specialist reached out to Mrs. Shirley *******  to address their warranty concerns. She was not able to upload the required photos to the warranty claim online. We allowed her to email them in for review. She explained the issues she was experiencing with the mattress and we approved the warranty claim for her.

   

  At this time, we believe not further action is needed.

  
  

  Business response

  03/23/2022

  The warranty claim was approved for the guest. They replaced the mattress on 2/28/22 with a mattress of their choice. It was delivered on 3/4/22. This issue has been resolved.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted mattress firm.com to place an order It said free shipping then they charged me $119.00 for shipping. I'm trying to cancel this on the premise of false advertising.

  Business response

  02/16/2022

  Mattress Firm is happy to report that Ms. **************** complaint was previously resolved. On February 5th, 2022, a Customer Relation specialist connected with *** **************** and was able to come to an amicable resolution. We believe no further action is required. If Ms. **************** needs any additional assistance, she may reach out at her earliest convenience.

  Customer response

  03/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  Thank you it was resolved.
   
  

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Refund due me for almost two months has still not been credited. Mattress Firm has owed me a refund for almost two months and they still have not credited this amount to my credit card account. On November 29, 2021, I purchased a mattress from the Mattress Firm store on ******** **** ** ****** ***** *** The next day, November 30, I went back to change the order to a different mattress. The total price for this second mattress was $81.74 less than the total for first. The next day, December 1, a charge dated November 30 appeared on my credit card account for the total of the FIRST mattress, not the lesser price of the second mattress. I waited a couple of weeks for the difference to be credited back to my account, but it was not. I called Mattress Firm to get this refund, but was told that the salesman from whom I bought the mattress no longer worked there. Instead, I spoke with a manager named Perry O****** who gave me a story that they had gotten a new computer system and that the refund could not be issued until the sales ticket was "closed out." Sounded fishy, but I decided to wait. Finally, the mattress was delivered on January 7, 2022, and I expected that the refund would be issued shortly thereafter. It was not. So, on January 13, I called and spoke with Perry O***** again about the refund I was due. As we spoke on the phone, he sent an e-mail message (or so he claimed) to the department that was responsible for issuing the refund, asking them to do so. I waited again and still no refund was issued. I called back on January 19 and spoke with a different person (Perry O***** was off that day), who again sent an e-mail message to the department that was supposed to issue the refund. As of today (January 26), almost two months after I made the purchase and almost three weeks after the mattress was delivered, I have still not received this refund. For your information, the sales order number is ************

  Business response

  01/27/2022

  Mattress Firm is in receipt of the complaint filed by *** ******.  A Customer Relations Specialist was able to address his concerns and still working on his complaint. 
  Should *** ****** requires additional assistance; he may reach out to his dedicated Specialist. 

  Business response

  02/13/2022

  Mattress Firm is in receipt of the rebuttal filed by *** ******. On February 2nd,  2022 *** ****** confirmed he received the refund.

  As we take these complaints very seriously, we believe no further action is required at this time.

  Customer response

  02/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  On February 1, I finally saw a credit to my charge account for the refund I was due from Mattress Firm.  I called the customer service representative to inform her of this, but was transferred to her voice mailbox instead.  I left a voice message, informing her that I had received the refund.  The next day, she called me back to confirm that she had received the message.  I suggested to her at that time that she could send a message to the BBB updating the status of the case.  After a few days, I checked the BBB website and saw that she had not done this.  I searched for a way on the BBB website to update the status of the case myself, but was unable to find any way I could leave a comment, save as a response to a message from the business (a shortcoming on the BBB's part).

  I am pleased that I have finally received this refund (two months late), but it is a shame that three calls to the business did not result in a refund and that it took a complaint being filed with BBB to bring about this result.  I doubt that I will do business with Mattress Firm again.

   

  
  
   

  
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ******** ***** ******* ************** ordered 1/6/2022 total paid $748.97. Order consisted of a twin mattress, enforced platform frame, and the gold delivery served. On 1/11/2022 I requested entire order be cancelled, When it's an internet order you have to submit a form requesting whatever you need to do or have addressed. Got email back from Mattress Firm with a **** * ********* I got another email indicating I would receive a refund within 7 to 10 business days. No refund as of today. My problem is that on 1/22/2022 I got an email that the mattress I had ordered was being delivered on 1/23/2022. Why? I thought the order had been cancelled and I should be getting a refund for my entire order. 1/22/2022 I attempted to contact Mattress Firm to inquire and stop the delivery, to no avail. I sent email messages to the email I got from the company for **** ********* and got no reply. So I filled out another form asking for assistance in stopping the delivery, **** * ********* I did not receive a response and as of today still haven't received a response. It was indicated the driver would call me prior to the delivery, but all I received was a automated message indicating the delivery truck would be at my house in 45 minutes. So I met them in the driveway and tried to explain that there was a mistake, the order was cancelled on 1/11/2022. The driver nor his assistant understood me ******* **** ****** ***** ******** The driver called his manager who I explained that I couldn't accept the delivery because the order had been cancelled and I had no idea why Mattress Firm was trying to deliver the mattress. The manager told me they would take the mattress back to the warehouse and would contact Mattress Firm. Well I got an email message again from Mattress Firm apologizing for not being able to deliver the mattress and delivery was being rescheduled again for 1/25/2022. I have repeatedly tried to resolve and can't. Stop delivery, cancel the order, refund

  Business response

  01/27/2022

  A Customer Relations Specialist reached out to *** ****** ******** to address their refund concerns. The Guest advised the cancellation request was made on 1/11/21. The refund was submitted but pending because the frame was already shipped. We made the appropriate correction and sent a request to  expedite the refund process. The guest has been advised of the processing time. 
  
  
  
  

  Customer response

  01/31/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a mattress on 08/01/2020. By July 1, 2021 we filed a claim with Mattress Firm that they summarily dismissed on that date as normal body impressions. As the condition was never resolved, the mattress is now shaped like a parallelogram, we filed another claim on 12/30/2021. We received a response that they would respond within 3-5 business days. It's now 01/19/2022 and there is no response. Their call number ** ************ results in a circular menu with no option to get a human on the line. Barring going to the showroom, we have no other recourse to resolve this matter.

  Business response

  01/20/2022

  We are in receipt of Mr. ****** Better business bureau complaint. As we take these complaints seriously, we will continue working with Mr. ****** to find a resolution. The guest was provided with the contact information for the handling Specialist.

  Customer response

  01/25/2022

  To date, we have NOT been contacted by ******* for an inspection of the mattress. Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business response

  01/31/2022

  On January 31st, 2022, a Customer Relations Specialist contacted Mr. ****** to address his warranty concern. We will continue to work with the Mr. ****** in an attempt to satisfy his concerns.
  
  Should the guest have any further questions, they can contact their Specialist directly.

  Customer response

  02/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

*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. ↩