Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress from American Mattress about 3 years ago. The mattress was defected and is sagging nearly 3 inches. I sent a warranty claim to American Mattress 11 months ago, and they told me I have a store credit of $750. When I went to the store to pick out a new mattress and use my credit, the store manager told me he does not have my credit is his computer. He told me he would look into it. It has been 3 weeks since I talked to the manager, and have not heard back. I sent all the documentation from my original claim to American Mattress headquarters, but again they have not gotten back to me. The refusal of the company to honor their warranty, leaves me no other option than to go to the BBB.

  Business response

  01/22/2025

  Hello, we have sent the customer an email regarding their warranty claim. We have informed the customer and the store manager that we will honor the warranty claim for the original purchase price plus tax. The customer has visited the store and has scheduled his exchange.
  
  
  If there are further issues, please reach out to *****************

  Customer response

  01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  12/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 2 twin extra long mattresses and two box springs on August *******. I paid ******* on August ******* since this was a special order because it was twin xl mattresses. ***** the sales person told me it takes 3 to 6 weeks , delivery is set for September 17th. On September 13th , ***** leaves a voicemail that mattresses are in and will be delivered on September 16th. There was a voicemail on 9/16 they were on the way. No one showed up and there was not a phone call. I called the store on Monday and I was told that they only had one mattress so they did not deliver. Next I was told delivery is set for 9/***** delivery was made . On 10/11 I spoke to ***** and he said he will send 2 mattress covers with the beds to be delivered on 10/26. Nothing delivered. I spoke to ***** on 11/1 and he said he will credit the box springs ****** and delivery is set for 11/6 and box springs will be free. Nothing was delivered. I was told 11/30 is delivery date . Nothing delivered. I was told 12/14 delivery date . On 12/13 I have a voicemail from ***** that mattresses will be delivered on 12/23. I went to the store , spoke with *****, he told me his director of sales was supposed to call me today. I received no call. I asked for someone who can help me , he gave me the customer service number ? I want the ************************ or if they cannot get twin xl then I want twin mattresses same type , box springs (no charge) and mattress covers (no charge) and I think they owe me for all the money I have wasted waiting for a product they could not deliver in their 3 to 6 week time frame .

  Business response

  12/20/2024

  Hello, we apologize for the delay. We have resolved the issue, and the product will be delivered 12/21.

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  -Original date of transaction 8/**/24 for $4,330.4*-H3*343736333239363*38H delivered 9/20/24 -H3*343736333239363*38H exchanged *0/**/24-Warranty claim filed **/30/24 At time of purchase I was provided no paperwork/did not sign a contract that statedno refunds. I waspromised exceptional customer service and that working with ********************** would help me solve any issues I have with my purchase. I had several issues after the initial purchase including being asked to come to the store multiple times, needing to give personal details over the phone, and multiple changes in delivery date. I also did not get deliveryupdates due to them not putting my email in the system and using an incorrect phone number for me. My purchase also came with a $300 rewards card which was never issued. This took me nearly 2 months to clear up on my own with no help from H323*36303*333636353*H.The originalmattress gave mecomplications with my back. I exchanged the mattress for a BeautyRest and had to pay an additional $*00. Within 4 weeks the mattress has already sagged. The store told me there was nothing they could do but I could submit a warranty claim. My warranty claim has not been addressed and the owner of the store is not returning my calls or emails. I was told corporate could assist me, however there is no customer service number, only an online form. I wrote a negative review on ****** and was told corporate would call me to provide a new mattress. Corporate left me a voicemail about the gift cards. I have called the number back a dozen times and left voicemails and no one is returning my call (*** ****** is the name of the person who called).My issue has not been resolved and I also have been treated poorly. In my time working with people at the store, * has quit ********* * has moved stores ******* and * has been fired ******* There has been no consistency and the store manager, ******, has not been easy to contact or work with. I am sick of not having a quality mattress and would like my money back.

  Business response

  12/20/2024

  We have spoken with this customer directly to help resolve her issues on 12/19. We came to an agreement and she will be picking out a new mattress to be exchanged and we will waive the redelivery fee. 

   

  She was satisfied with this resolution, so we consider the issue resolved.

  Customer response

  01/06/2025

   
  Complaint: 22666094
  
  I am rejecting this response because:
  Good afternoon,
  
  I have reviewed your response to my complaint, however my issue has not been resolved.
  
  In reviewing your message from 12/20/24, it stated that American Mattress offered me a replacement mattress and said I was "satisfied with this resolution." This is not true. I was told I could not receive a refund (there would be no exceptions) for my purchase and that an exchange for the defective mattress was the only option. I had no choice but to accept the offer at the time on 12/19. I am still looking for a full refund.
  
  After submitting my original complaint to BBB on 12/10, I went back and forth with customer service through email about my warranty claim and seeking customer service. Email documentation of my complaints and conversation with customer service are attached to this email.
  
  Although my warranty was approved, I still was unable to speak with anyone directly on the phone from customer service. *****, from customer service, eventually had *** ****** (someone from corporate I believe) call me. He told me I would never get a refund from the company. I was offered a new mattress in place of my defective mattress. I was not happy with this response, but I was given no other choice. On 12/26 I ordered a Purple RestorePlus Hybrid Soft (worth $3,699) from ***. I was not given any sort of documentation or receipt.
  
  My replacement mattress was delivered today on 12/30 and is the WRONG mattress. The mattress that was delivered is significantly less expensive than what I originally paid for. The mattress that was delivered was the Purple Restore Hybrid Soft, which is worth $2,999. This is significantly less in price than what I ordered from ***, and also less than what I originally paid to American Mattress back in August. 
  
  To resolve my issues I wanted a refund so I did not have to continue to work with American Mattress. I did not want a replacement mattress, as American Mattress has proven time and time again that they are unable to provide their guarantee of quality products and service - which they have done again today. It has been over four months and I still do not have a quality mattress.
  
  ********* ********
  Sincerely,
  
  ********* ********

  Business response

  01/14/2025

  Hello, we would like to apologize for the issues related to your order. Unfortunately our policy is that we do not offer refunds. I have attached our Terms and Conditions and it explains that our products are considered intimate products, which we cannot offer refunds for.

  As for your replacement being incorrect, that was a manufacturer mistake. They mislabeled the product from the factory. We are waiting for the correct mattress to arrive so we can deliver the mattress you picked out. We thank you for your patience as we are stuck waiting for your product to get delivered from the manufacturer.

  Again, we apologize for the inconvenience.

  Customer response

  01/19/2025

   
  Complaint: 22666094
  
  I am rejecting this response because:

  The terms and conditions were never provided to me at my original time of purchase. Overall, it has taken FIVE months to reach a resolution for my original order. I have needed to take multiple days off work (which costs me money). The multiple deliveries have left me with small repairs to do around my home (scuffed paint on walls and two chips of paint off my staircase railing), this also is costing me additional money. I cant even get a receipt for my replacement mattress because the employee I have been working with has left my calls and texts unanswered. I was given no updates along the way and was treated poorly with no regard to customer service. Additionally, this employee refused to give me the contact of his manager or another employee in customer service I could speak with. Your company blatantly blocks customers from seeking assistance. Some level of discount should have been provided (at the very least) for these frustrations, the additional costs that have been forced upon me, and the five months I have been stuck working with your company  

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

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to formally bring to your attention my ongoing issue with American Mattress, a company from which I purchased a mattress by phone on October 2, 2024. Since placing this order, I have experienced extensive delays, poor communication, and unresolved refund requests. Summary of Events: 1. Initial Purchase: I ordered a mattress from American Mattress by phone on October 2, 2024, relying on the assurances of their sales representative that the delivery would be timely. 2. Lack of Communication: Despite several follow-up calls and promises from American Mattress staff to return my calls regarding the order status, no one followed up. After numerous attempts, I was eventually told that my refund request was denied.3. Medical and Time-Sensitive Need: As I am currently eight months pregnant and managing significant back pain, the prompt arrival of this mattress was essential to my well-being. Additionally, I am preparing for an upcoming move, and the delays have caused added stress and complications. Had I been informed of the long wait, I would have purchased a mattress from a closer location to meet my immediate needs.4. Repeated and Ignored Refund Requests: I initially requested a refund two weeks ago, well before the mattress had shipped, due to the delays and lack of communication. This request was disregarded, and I received no callback. I repeated my request on October 16, 2024, but was again ignored. Finally, on October 25, 2024, after waiting 23 days and taking time off work to receive the mattress, I learned that it was not arriving that day and that a refund was no longer possible.Issue of Concern: American Mattresss actions amount to a breach of good faith in business, failing to provide clear information on delivery times, refusing to honor refund requests despite significant delays, and not communicating essential updates. Their conduct also falls under unfair business practices as outlined by consumer protection laws.

  Business response

  11/14/2024

  We apologize for any inconvenience your order may have caused, and for any misunderstandings. Attached is proof of delivery, and noted on the shipper's signature on the bottom left they delivered on 10/31.

  We would like to address your issues and concerns starting with the delivery window. Unfortunately it should have been made clear to you that out of state deliveries have a delivery window within 3-6 weeks, which between 10/2 and 10/31 it would fall within that window. As for your refund request being denied, unfortunately as a floor model/clearance product it does not qualify for cancellation or refunds. Beside that, your product shipping was already paid by us by the 11th, which is 2 weeks before your complaint, and would have been denied for refund for that reason as well. As for communication issues, we apologize for the inconvenience but we also cannot promise a response outside of business days and 10/11 was a Friday, and the request could have been missed until the following Monday.

   

  Again, we apologize for any miscommunication, but unfortunately we cannot offer any refund or returns. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint comes from a married couple jointly. ***** **** & ******* ****.We purchased a ***** Living Mattress from American Mattress at ********************************* in September 2022 (receipt attached to this email). We were told by the store manager that sold us the mattress that it came with a 10-year warranty. We were initially delivered a USED mattress with cat hair all over it. The first/original mattress was wrapped in torn plastic that did not contain any new tags and had pet hair all over it. A different mattress was delivered. The mattress started developing stains all over the entire mattress where there is stitching on both sides of the mattress within days of being delivered. The staining is on both sided of the mattress from head to toe where there is diamond stitching and it was noticed when we removed the sheets and cover to wash, a ritual we perform every Saturday. We have always used a waterproof/stain proof mattress pad on all of our mattresses without fail. We are a mature couple that was obviously issued two used mattresses back-to-back from American Mattress that were used and not new. MULTIPLE phone calls have been made to the store and to American Mattress home office. Two years into having the mattress, the staining increases where there is stitching. This is evident of treatment that used mattresses are required to have before reselling them according to a few other mattress companies we have solicited information from. We purchased a new mattress, not a used nor display mattress. Our home has humidity control, there have absolutely been no spills nor body fluids on the mattress from us, and again, it has always had a waterproof/stain proof cover on it since being in our home from the start. We have uploaded the "replacement receipt" indicating pet hair. Your system will not accept any type of photo we have attempted to upload in various ways. The photos we attempted to upload are photos of the mattress.  

  Business response

  09/17/2024

  Hello, we would like to begin by saying that we do not resell used mattresses. We are also unsure what happened to the first mattress as it has been 2 years since original purchase, but we suspect the hair might have come from another mattress on the truck when it was taken from a customer's house for removal and disposal. As for the staining, we do not use any chemicals on new mattresses, nor do we use any harsh chemicals on any mattresses. The only reason we would clean a mattress is if it was a floor model from a store. It is also illegal to sell a used or floor model mattress as new.
  
  For the warranty, we would like to refer to the *******************-Living warranty document attached, which can also be found on the ************ website. It states that fabric stains will void the warranty. Unfortunately we also cannot provide any refunds for any mattress, as mattresses are considered an intimate product and we explain it on our Terms and Conditions which is also attached.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two identical mattresses in march of last year. The mattresses have a ten year warranty on them. I did everything, American Mattresses ask me to do to file my mattress claim and I was still denied replacement mattress. I had four months to return the mattresses. I thought that I just needed to break them in. I am under a specialist, foe S.L.E. The last thing that I need is not to be able to get a good night's rest. My mattresses are so bad that I rather sleep on the floor. I was told by the American mattress **** that I was not able to get replacement mattresses. I want my money back because I would have done better to by a mattress from a neighborhood storefront at least I would have been taking a chance on a good nights sleep . Instead I trusted a world known company to purchase mattresses from and I can count on my fingers how many good night rest I have had. I want my money back because I don't ever want to do business with American Mattress. the representative at American mattresses told me through via e-mail that my mattresses were the way they are because of being slept on.  

  Customer response

  09/04/2024

  see attachment

  Business response

  09/05/2024

  Hello, we would like to refer to our Warranty Information located on our website at (*********************************************************************************) and also would be on the Terms and Conditions which should be on the back or on a separate page as your original receipt. The warranty section states that the warranty is covered by the manufacturer, and we cannot circumvent the manufacturer. We have your warranty claim and we denied the claim because it does not meet the minimum requirements for the manufacturer to accept the warranty claim.
  
  
  We would also like to refer to our Terms and Conditions, which should be on the back or on a separate page as your original receipt, it is also attached here for convenience. All of our products are considered intimate products and therefore no refunds will be issued. It should have also been made clear to you that the 120 night guarantee also cannot be refunded, in the case you had returned your mattress within the 120 nights you would have picked out a new mattress.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were shopping at the American mattress in canton, mi (*******) and working with the store manager, Dar. When shopping for our mattress and power base, we were told all power bases work with all bed frames. Fast forward, we decide on the mattress and power base, they get delivered for us to be told the power base does not work with our type of bed frame. After again working with ***, we were told the power base that we actually need would be an additional cost which was nowhere near the cost originally discussed. After not having much of a choice we paid the additional cost and still have no received our power base. We shopped for the mattress and power base about a month before moving in and we have now been in our house going on 3 months and still have no received the power base. After reaching out, they told us power base was broken and hope for next week - this is over three times now that weve been told it will be in next week

  Business response

  07/10/2024

  We are sorry for the delay and confusion. The power base was scheduled for delivery on Tuesday 7/9 and the customer should have the power base in their home.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  purchased 07/02/2021 1st complaint - one year later regarding lumpiness of mattress. Mattress was inspected & replaced with the exact same manufacture & and brand, no problem. 3 years later same complaint lumpy mattress...only this time I was told by a different salesman he didn't have time to come out and inspect, that I, a 70-year-old woman would need to do it myself. Now this entails me lifting a 100-pound mattress and box spring, take pictures of the bed frame underneath and take pics of the lumps in the mattress. I told him "No way" I'm 70-years old with a heart condition beside the 1st time American Mattress sent a woman to my home who did the inspection & took pics herself. The salesman instructed me to find someone who could help. Who. Everyone I know are senior citizens. I'm not looking for my money back I just want American Mattress to replace this lumpy mattress. I don't want a refund I want a mattress. I paid $1,500 for a mattress with a 10-year warranty. The replacement value of a newer mattress can be less. Again, I'm not looking for any type of refund just a mattress.

  Business response

  06/12/2024

  Hello, we are working directly with the customer to resolve her complaint. We have already spoken to her and we are working on a solution. 

   

  We hope to resolve any issues she has, and she has been very cooperative with us. We consider this complaint as resolved.

  Customer response

  06/13/2024

   
  Complaint: 21771749
  
  I am rejecting this response because:

  Complaint is NOT RESOLVED.  Complaint is however being worked on and the company is being considerate.
  
  Sincerely,
  
  *******************

  Business response

  07/10/2024

  The store manager worked with the customer and picked out a replacement. We gave the customer free delivery and the ********************** is scheduled for delivery later this month.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On May 3, 2024, I visited American Mattress at ************************************** with the intention of purchasing a mattress within a $1,500 budget. The salesperson, named ******, showed me several options within my budget, including a floor-model Tempur-Pedic ProBreeze ************************************ After confirming the price of $1,350 several times, which she noted was a significant discount due to it being a floor model, I decided to purchase this mattress, as well as a box-spring and delivery, for a total price of $1,798.94. The price of the discounted mattress was reasonable to me.The transaction was processed in-store, and I waited approximately 30 minutes while ****** obtained authorization to sell the mattress at the quoted price. I paid in full and signed the contract (attached) at 2:53 PM, completing the transaction under the terms which clearly stated all sales are final at time of purchase.However, I received a voicemail later that evening from ****** (transcript attached) stating that she made a mistake in the pricing, and I would need to either pay an additional $900, select a lesser quality mattress, or they would cancel my order. Following a discussion with her manager, *******, the next day, where I insisted on the enforcement of our original agreement, I was informed on May 6 that they intended to breach the contract and refund the payment against my wishes.While mistakes are understandable, breaching our contract due to sellers remorse is unacceptable. Likewise, the attempted post-transaction price increase constitutes deceptive business practices. I am seeking enforcement of the contract to either deliver the purchased mattress or an equivalent mattress at the originally agreed-upon price.

  Customer response

  05/16/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. I appreciate their expediency in addressing this and respectfulness throughout the process.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a mattress for my mom, since it kind of developed a hole in the middle after some days it was picked up by merchant and we went to store and bought a more expensive one in the hopes that it would be better. Same thing happened. She would sink in the middle. Her heart beat and breathing were affected for lack of sleep, so I became worried. We were told that after 3 months it would get softer, but from the beginning it didn't have the same consistency as the one in the store, How would it get after 3 months as were asked to wait? We took it to the store so that the manager could feel it himself, but American Mattress is so far refusing to issue a refund even though the mattress was return about 3 days later in its original plastic bag.Invoice *********

  Business response

  05/09/2024

  Hello, we contacted this customer and have decided to issue a full refund for them. We informed the customer to go into the store for a refund. We consider this matter closed.

  Customer response

  05/21/2024

   
  Complaint: 21623420
  
  I am rejecting this response because:I called my credit card company, and I was informed that the refund has not been received. Therefore, my issue has not been resolved.
  
  Sincerely,
  
  ***********************

  Business response

  05/21/2024

  Hello, we have attempted to reach out to you several times and left voicemails. The store manager from the store you made your original purchase from, and as well from our ***************** You must go into the store you made your purchase at with the original card you purchased with. We cannot refund you remotely or over the phone due to our refund policy. 

   

  Please return to the store for your refund, or contact the store directly.

*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. ↩