Complaints

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jan. 15th I was in the store/showroom and tested several mattresses. The mattress I liked the best and picked out to purchase was a saphire bay in a full size. I was told this mattress would be delivered that Friday 1-19 or the following Tuesday 1-23 at the latest. Friday passed with no contact so I called on Monday 1-22 and I was told it was going to be delivered Tuesday 1-23. I made arrangements to be available that day but it wasn't delivered. When I called they said the mattress didn't get shipped because of weather. Was then told it should be there by that Friday 1-26. Was not. Went into the store on the following Monday 1-29 to just cancel the order and shop elsewhere. Was then told the mattress didn't get shipped because the order was too small and the company would not ship. They offered a free pillow to keep the order and promised it would be delivered that week. A mattress was finally delivered on Feb 1st. Here is the problem. I paid full price for a saphire bay full size mattress. It was rang up as a tranquil sea despite the salesman making two trips to the mattress I laid on and ordered to get the proper info from it. And lastly the mattress delivered was a silver falls. Completely different from the mattress in the showroom. I stated this to the delivery guy (also the owner) and when he checked the invoice he said yes this mattress is the right one (tranquil sea) then after getting the tag (pic included) from the actual mattress he just delivered and seeing it said silver falls he claimed the salesman just entered it wrong but it was the right mattress (looks and feels completely different). I went back to the store again to tell them I was not happy, this was not the mattress I ordered and wanted a refund. The said no refunds and the mattress I had originally looked at in the store they were in the process of taking it down. It was upside down off the frame when I arrived. I did not receive the mattress I purchased and this company has been deceitful.

  

  Business response

  03/27/2024

  Sorry for the delay in our response to the complaint. We are waiting for a chargeback dispute to be resolved before responding. We are expecting it to be resolved by the end of the week. We will let you know if anything changes. Thank you and have a great day!
  
  

  Customer response

  03/27/2024

   
  Complaint: ********
  
  I am rejecting this response because: The business delivered the wrong mattress and then denied the mattress was returned. I will attach photos of the invoice showing the mattress name and then the actual tag from the mattress showing a different name. Also now I have video proof the mattress was returned and is in the store.
  
  Sincerely,
  
  ****** *****

  

  Business response

  04/16/2024

  The consumer came in and looked at our products on Monday, January 15, 2024. The model they liked the most was the Sapphire Bay Cushion Firm mattress in the full size. However, the Sapphire Bay was too thick for them. We recommended the Silver Falls Cushion Firm mattress to them, in that case, because it is the same thing as the Sapphire Bay Cushion Firm (same material, same layering, same firmness level, same spring structure/spring count), but several inches shorter. We did not have the Silver Falls Cushion Firm on the floor at the time, but when I explained to them that the only difference was the height, they agreed to purchase that mattress. The Silver Falls Cushion Firm was noted on the receipt as a Tranquil Sea because that is the version of the Silver Falls that we had in the system already (we had never ordered the Silver Falls in a Full size before; this was explained to the consumer, and they agreed to it, as per the invoice). They still paid the correct pricing for their product. 
  
  The consumer stated in their complaint that we told them it would be delivered that Friday, but this was never said, as we would have had to order the product, which would take typically 7-10 days after the order is placed. Our company policy is to not set up a delivery until the product has been received and is in the store. The order was indeed delayed due to icy weather and rescheduling done by the trucking company (so our typical window of 7-10 days was disrupted), which the consumer was informed about as that information became available. Unfortunately, since we do not have any control over this, our best course of action is to tell customers what the manufacturer and/or trucking companies communicate to us. But, to make up for this, we offered the consumer a free pillow on January 30, 2024, which they accepted and agreed upon terms.
  
  After receiving the Silver Falls in our store, we delivered it to the consumer on February 1, 2024. However, during the delivery, they thought they received the wrong product, presumably because they forgot about the explanation of why the Tranquil Sea was on their invoice. This was explained to them once again prior to the signing of the delivery receipt. The consumer was told if they simply don't like the Silver Falls, then we can just do a credit memo for the product purchased, as per company policy, and they can try another mattress, including the Sapphire Bay, in case the thickness of the mattress didn't end up being as significant of an issue for them as they thought. Despite signing the delivery receipt, the customer refused this offer and pursued a chargeback instead.
  
  Against our recommendation, the customer returned the product to the store without notice. The return was not accepted by Mattress Market, as it took place before the chargeback dispute was resolved. We have, however, kept the product in good condition and set aside for them, which is available for them to reacquire at their earliest convenience.

  Kind regards, 

  
  

  Customer response

  04/18/2024

   
  Complaint: ********
  
  I am rejecting this response because:When I purchased this mattress I was told they have "this" mattress (the
  same one I was looking at and the employee was pointing to) but not as
  thick. I was not told the mattress they actually ordered and delivered
  was a completely different mattress that does not look or feel anything
  like the mattress I tested in the store. Nothing was explained as the
  owner stated. Not during the purchase or after the delivery. When the
  owner (also delivery guy) seen the tag with the wrong name he was
  shocked and speechless first then immediately blamed the employee. He
  never explained anything about the different mattresses. What he did say
  was to just try the mattress and if I was not happy to call him. When a refund was refused I filed a
  dispute with my credit card company and mistakenly thought the refund to
  my account was final so this is why I returned the mattress. I had my
  money back so I took the mattress and the pillow back to the store. When
  the credit card company contacted mattress market the only response
  they got from them was the signed receipt indicating they had delivered
  the mattress and was still in my possession. This resulted in the
  dispute being closed in mattress markets favor and the charge placed
  back onto my account. Mattress market states the return was not accepted
  because the dispute had not resolved yet. Why then after it was
  resolved and they were then in possession of the mattress and my money
  did they not accept and process the return? I then re-opened the case
  since I had informed the credit card company the mattress was returned
  but they received the same response indicating they had delivered the
  mattress. Since they was not acknowledging that I had returned the
  mattress I went into the store and video taped the employee admitting he
  knew the mattress was returned and even led us to the mattress which
  was in the back of the store.
  
  Sincerely,
  
  ****** *****

  Customer response

  05/13/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. It seems this is what we have already been doing (mediation) with no results. How will paying $200 change anything?

  It is obvious the merchant has no intentions of making things right.
  

  Regards,

  ****** *****

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/18/22 we purchased a mattress at Mattress Market for $2056.38. The mattress was delivered on 5/4/22, after the first night we knew it wasn't the bed for us. I called on 5/5/22 at 1:59 pm, to clarify with **** about their 30-day guarantee and about the 25% restocking fee on their receipt. I can exchange the mattress for another one if we aren't satisfied. I had told him in that conversation that we didn't like it but, would try it out for a few more days. On 5/14/22, I went to the store to discuss getting a refund for the mattress. **** was out of town and the gentleman that helped me told me that they don't give refunds. Nowhere in the store, or on the website does it say anything to that effect. When **** called me on 5/16/22, I told him that I even called to get clarification about the restock fee on my receipt and nothing was said about no refunds. He laughed and said he mentioned it in the 30-day guarantee speech, I told him that ** ******* and I never heard him say anything to that effect or we wouldn't have bought the mattress from them. I told him that we would come and try to get it resolved or we would just sell it. He told me to come to exchange it for one that has plastic on it so, we would get more money and laughed. After the sarcastic comments, and being laughed at, I don't want to have anything else to do with this business.

  

  Business response

  05/23/2022

  Our companies no refund policy is clearly stated on our sales receipt. As stated by Mrs. ****, her date of delivery was 5/4 and we offer a 30 day comfort guarantee which as of typing this response is still active. The customer can exchange the product for a full in-store credit amount totaling $1,992.79 which is the cost of the mattress $1,829.99 + 6% sales tax. The customer has been informed of this and as of the date of this response (5/23/2022) the customer has elected not to utilize this option.

  Customer response

  05/24/2022

  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.  For your reference, details of the offer I reviewed appear below.
  
  I have not responded due to the deficient customer service that has been shown.  Also, if you look closely at the "refund" listed on the receipt it states, "no refunds on any payments. 25% restocking fee.”  Now, if the company’s policy, or lack thereof, is to not do any refunds of any kind it should only say, "NO REFUNDS" but the company opted to add additional provisions.  Provisions that do not apply to my sale.  Making a $2000 purchase is a great expense.  Policy is ambiguous.  If they only accept returns for in store credit, if that is this policy it should be clearly stated on the receipt.  If that would have been made clear during the purchase, I wouldn’t have chosen to do business with them.
  
  Regards,
  
  ******* ****

*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. ↩