Complaints

• Initial Complaint

  03/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction: 12/26/21Sales order # ***********Sales person: ****************** Price$ 2572.92Delivery date: 12/28/21The issue that I have is that upon delivery the drivers entered ********* with no masks on during Covid. I was told they would be wearing maks. Secondly they damaged my wall when they hit a picture that fell off. After they put the mattress ** in the bedroom and left I noticed a tear in the mattress they they failed to point out. I immediately went to the store and spoke with the salesperson.i showed him a picture of the damage and requested a replacement. I asked for the same week since I was on vacation. He said it wouldn't be a problem. After a week of no communication on their end I called and left two messages a day apart. When I got no response I called my bank and asked for a stop payment. Two days later I got a call from a salesperson from the store trying to schedule a re-delivery. I requested a early appointment on the next Saturday. I received an automated call on the night before stating my delivery time in the afternoon. I immediately called the store and let them know it had to be a morning delivery he told me to just tell the driver when they call me 10 minutes prior. The nest day when the driver called me I explained the situation and he said that the store would call me to reschedule. They never did. I then wrote a review on their website and they called me and said they would reschedule again. At this point I have no confidence in this business should a warranty issue ever arise. I would rather get a refund and go to a more reputable business. They refused to refund. Only re-deliver. I gave them more than enough time to try and make this right. The only reasonable resolution is a refund. They can come pick up their mattress.

  Business response

  03/08/2022

  No refunds after delivery. There is open exchange ticket that customer can call store and have them schedule to switch the mattress.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid 1,799.00 for a mattress called because I have warranty honored the warranty I was told that they declined to replace it for not having a box spring by email. That not true they just don't want to replace it I had surgery and I can't sleep on this mattress it's causing Me more Pain to get out of it refund or new mattress that's it I'm in so much pain This company just takes your money Shady Business practices They HAVE NO HONOR I paid in full for this mattress since 1/31/22 filed a claim Nothing being Done

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/03/07) */ Contact Name and Title: JOHN G. CUSTOMER SERV Contact Phone: 301 682-8504 EXT 451 Contact Email: *******@SLEEPHAPPENS.COM Dear ********** *******, We have received the inspection report regarding the warranty claim on your SILVER CHILL PLUSH-Q-MATT. The review of the report has determined that your product is not eligible for a replacement under the terms of the manufacturer's warranty due to the following: Per the report there were no warrantable defects present. Please note that the manufacturer stipulates that body depressions are to be expected and that innerspring mattresses require an indentation of greater than 1 1/2" while foam mattresses (without steel springs) require a depression in excess of 3/4" in order to be considered defective. Keep in mind that your warranty is provided to you by the Manufacturer directly. Mattress Warehouse is required to strictly adhere to the Manufacturer's warranty guidelines. Consumer Response /* (3000, 7, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They're lying to me again and again I sent the video proof they is still lying this is not the way to do business I can't even lay in my own bed when I had surgery I've even fallen down backwards and hurt my neck and back and this is how they are going to react when their product is adding to my pain I didn't invent the dip in this mattress honor the warranty how hard is that. They might have sent a used mattress was the first thing words said to me on the phone and in person I didn't think they could sell a used mattress so I was shocked and I'm very disappointed in this company. And I was under the impression my mattress was new I didn't have to ask that question not of a company that sells mattresses Business Response /* (4000, 9, 2022/03/11) */ The warranty is with Sealy Manufacture Company and Mattress Warehouse sent third party inspection company to have mattress inspected. The inspection report did not show anything that would be covered under the Sealy warranty guidelines. Customer can reach out to Sealy if they have question about Sealy warranty guidelines.

*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. ↩