ComplaintsforAmerican Mattress, Inc

• 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.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a mattress with adjustable base. When the base was delivered, it did not work. I wanted to refuse delivery, but was told by the delivery person that they would exchange the base out with a new one. Instead, they have decided to fix the base I have by replacing the motor. I feel i am entitled ro the new base, since that is what I was told. I also asked if they did replace the motor, if they would extend my warranty to start on the day it was fixed. Again, i was told no.

  Business response

  04/04/2024

  Hello, we would like to explain the situation so everyone is on the same level. We contacted the manufacturer Rize and asked them to get a replacement motor for this customer. ****** from Rize expedited the motor replacement and put in a service call and was able to get it repaired in 4 days from delivery. The manufacturer would not extend the warranty the additional 4 days since the warranty is covered for 5 years. We at American Mattress, are extending his 5-year warranty by an additional 4 days on his behalf. We communicated this to the customer on 3/28/24 and will get a statement in writing to the customer. We were already in communication with this customer, as well as the manufacturer.

  Customer response

  04/04/2024

   
  Complaint: 21496153
  
  I am rejecting this response because I was told one thing by the delivery person, and another thing by customer service. The delivery person also took the owners manual for the base. I was promised that a new owners manual would be mailed out, but again American Mattress does not live up to its promises.
  
  Sincerely,
  
  *******************

  Business response

  04/08/2024

  Hello, we would like to clarify that we are still mailing out the owner's manual. We are getting the document prepared for the warranty extension we are providing and will send out the owner's manual along with that. With that said, I have also attached the same manual from Rize's website and can also be viewed at ******************************************************************************************************************* the bottom of the table labeled "Full Feature Set" and select USER MANUAL - 2022 (GLORY). As for being told different things between the delivery driver and customer service, the delivery drivers are not employees of American Mattress, and they are contracted by us. They might not know the correct way we handle situations like yours. We apologize for the miscommunication from the delivery team members. 
  
  As stated before, we are already providing the extension of your warranty personally. We are also still sending you a written document about the extension, so you have it for your records. We are also still sending you the Owner's Manual.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm a 71. years old senior. I purchased a mattress and a box spring on 7-25-22 from the American Mattress Store at *********************************************************. After paying for these items in the following months I experienced that the mattress springs were protruding on the left side. The box springboard broke causing the mattress to sink in the middle. I phoned *********************** ( Corporate Officer) in 2023 and acknowledged that I purchased a mattress and box spring that had broken down. Today I'm sleeping on a broken bed with no other support to get sleep. Me. ****** stated I had to pay $100 to have someone come from another company to look at the mattress.I need help to get my money back for a defective mattress and box spring.Thank you,***************.

  Business response

  04/04/2024

  At the time, ***************** advised ************** that American Mattress used a third-party company which went out to customers' homes to inspect mattresses, and customers were to pay $100 for that service.  However, we no longer use a third-party inspection company, and therefore there is no inspection fee. There are new procedures in place in which customer takes photos/measurements and sends them to American Mattress for review. If the warranty replacement is approved, there is a redelivery fee to the customer for the new **********************. Instructions for these new procedures can be found at Americanmattress.com; Located at the bottom of the screen under "Warranty Information".  We are also happy to send these instructions directly to customers email as well if necessary.
  
  
  American Mattress services the warranty claim, and the manufacturer carries out the warranty.  Ultimately, there are guidelines from the manufacturer which must be met for customer to receive a replacement **********************.

  Customer response

  04/04/2024

   
  Complaint: 21482373
  
  I am rejecting this response because:
  Upon my initial contact with *** at the American Mattress, He did not notify me of the fact the company no longer had a third party to come out for $100 to inspect. Now after my complaint, there's no third party, and I don't want any mattress replacement from an American Mattress. I would like my full amount paid to me.

   Sincerely,

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

  Business response

  04/08/2024

  Hello, we would like to clarify that, at the time, *** did tell the customer that we had a 3rd party inspector who would come out to the customer's house to inspect the **********************. Unfortunately, that was around 8 months ago, and the 3rd party inspection company is retired, and we have changed our policy as of January 1st this year. *** had no knowledge of the change since the decision was made months later. For our own inspection policy, we have followed the footsteps of other mattress retailers and producers who have the customer perform the steps of the inspection themselves. 
  
  
  As for a refund, we unfortunately cannot provide a refund. Since mattresses are considered intimate products, we cannot issue refunds. We have stated this in our Terms and Conditions, which should be located on the back of the invoice receipt from the store. It is also located at ************************************************************************ 120 Night Comfort Guarantee and I have attached it here as well. For more detailed information about the warranty please also refer to this page on our website *********************************************************************************. It was also attached to the previous response we sent.

  Customer response

  04/10/2024

   
  Complaint: 21482373
  
  I am rejecting this response because:
  The mattress is not in condition for sleeping on. The springs in the mattress have started to come through the mattress, and the mattress has sunken in the middle. This is unacceptable for the human condition. I informed you of the condition of the mattress upon my initial conversation. Your comment to me, I have had a mattress like. My response to *** was, Oh, is that right? This mattress and box spring are defective. Refund Please!

   Sincerely,M

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

  Business response

  04/10/2024

  Unfortunately, this is a warranty issue and we cannot refund for warranty issues. We are reaching out to you directly to try to process your warranty claim once we have received all the required paperwork from you.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase date 11/3/2023 We purchased rwo mattresses and an exchange warranty. The mattresses that were delivered to us are drastically different than what was displayed on the showroom floor. This company baited us in to purchasing one thing, but knowingly delivered lower quality and much firmer mattresses. When asked for a resolution, the store offered us an exchange for different style mattresses, but only if using the warranty we purchased. The warranty we purchased was supposed to be used in case the mattresses we ordered were not compatible, not to exchange mattresses that were not the same as what we expected to receive. This company pulled a "bait and switch". As of March 3, the misleading mattress is still on the showroom floor. I would like to return these mattresses and get a refund.

  Business response

  03/06/2024

  For a Twin XL sized bed, which is what the customer has purchased, we do not normally offer exchanges since we have to order the mattress specifically for the customer which is notated on the receipt given to the customer and listed as a Special Order. The Manager should have explained that the special orders are not exchangeable. Despite that, the store Manager reached out to his regional manager and was given the approval to add in the "Sleep easy guarantee" for this order alone to allow for an exchange. This is not a warranty since the mattress warranty is provided and covered by the manufacturer and will always be included for all the beds we sell with no additional cost. The Sleep easy guarantee normally is an optional additional 6-month comfort exchange we offer to customers in case they want a longer than our default 120-day exchange window (except for special orders). In this case we used the Sleep Easy guarantee to give the customer the option to make an exchange, which like it is stated above, is not our normal policy with Twin XL mattresses since they are special orders.
  
  
  

  Business response

  03/06/2024

  For a Twin XL sized bed, which is what the customer has purchased, we do not normally offer exchanges since we have to order the mattress specifically for the customer which is notated on the receipt given to the customer and listed as a Special Order. The Manager should have explained that the special orders are not exchangeable. Despite that, the store Manager reached out to his regional manager and was given the approval to add in the "Sleep easy guarantee" for this order alone to allow for an exchange. This is not a warranty since the mattress warranty is provided and covered by the manufacturer and will always be included for all the beds we sell with no additional cost. The Sleep easy guarantee normally is an optional additional 6-month comfort exchange we offer to customers in case they want a longer than our default 120-day exchange window (except for special orders). In this case we used the Sleep Easy guarantee to give the customer the option to make an exchange, which like it is stated above, is not our normal policy with Twin XL mattresses since they are special orders.
  
  
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 12-13-2023, I shopped with American Mattress store located at *************************************************************I was greeted by a man named **** (who is said to be from corporate office not a regular salesman at store). I requested a semi-firm mattress and box spring. He in-turn showed me a frame that both the foot and head raised up and I then picked out the mattress. Finalizing the sale, he briefly went over my items I should expect on delivery and suggested I try out the mattress for at least 30 days before requesting another. On 12- 14-2023 when my delivery arrived the bed frame was head up only. And after sleeping on the mattress for a few weeks and waking in stiffness every morning, I realized I could not wait 30 days so I requested an exchange.The exchange was on 01-07-**** handled by the store manager ***. When I arrived at the store, *** directed me to the mattress that he said was not so soft (it is firm). I informed him too that I wanted and had requested a semi-firm mattress. I also questioned what if the second mattress did not work. He then suggested I buy a six month exchange plan. I also inquired about the frame (which is suppose to be adjustable) and *** told me it is not adjustable. *** also informed that they do not exchange their frames and I will get use to it (the height).After checking my receipt I noticed that the frame says it is adjustable and I called the store again 01-10-****. This time I spoke with a ******* who said he was the new assistant store manager. After telling him my whole ordeal with this purchase he apologized and assured me he would be contacting both *** and **** and he personally would be doing something to rectify this situation. As of today (*****- ****), I have not heard from either of them.Neither mattress was semi-firm as I asked and the frame was not the one demonstrated nor is it adjustable like it reads on receipt.Total $1,341.96 and $99.99 for the delivery of the second mattress

  Business response

  01/17/2024

  Hello, we are reaching out to the customer directly so we can resolve their issues. We have already spoken to them once today and will reach out again to talk about the next steps to move forward with their exchange request.

  Customer response

  01/21/2024

   
  Complaint: 21157037
  
  I am rejecting this response because: ******************* and I spoke in depth as to what the problem is.  He in turn said he did not understand what I'm asking for when I ask for a semi-firm mattress.  He also stated he would only allow me one final exchange.

  While the problem is not picking another mattress and lying on it for a few minutes but the over night comfort that cannot be compared in a few minutes trial.  This has not in over fifty years of my purchases of semi-firm mattress been a problem.  I was giving a plush mattress then second a firm mattress.  However, **** did explain that their mattresses range in four level of comfort from extra soft to firm.  He says he does not understand what I'm asking for therefore no agreement could be concluded.  (I also ask that he give me his offer in writing, but he have not.)  As for the frame nothing was offer other than a more expensive one when all I need is adjustable legs.  I also was told by *** that this was a 'promo' frame (whatever that means).

   

  Sincerely,
  

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

*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. ↩