ComplaintsforAmerican Mattress, Inc

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5/4/23 i ordered a bedding set from vendor over the phone, and was delivered a different set of items than discussed. The items totaled $442.09. Items was delivered 5/9/23 and told delivery person they were not the correct items ordered. Delivery person stated take matter up with store. After contacting store, I expressed incorrect items were delivered and requested refund, was told I could only exchange. That resolution is unacceptable.

  Business response

  06/01/2023

  Hello, we understand the frustration with getting the wrong merchandise delivered and would like to thank you for your patience. Unfortunately, American Mattress's policy for products is no returns, it should have been made clear to you during the original sale but apologize that it was not.  We are happy to do an exchange for the customer as the store manager stated.  We would like to offer two free pillows and free redelivery for the exchange.  **************** will contact the customer directly so we can work with them on the issue.

  Customer response

  06/02/2023

   
  Complaint: 20063309
  
  I am rejecting this response because an exchange (including the 2 free pillows) is unacceptable.  This was clearly a ************** and offering 2 free pillows is an insult.  I do not wish to do business with this company none what-so-ever!
  
  Sincerely,
  
  ***************************

  Business response

  06/13/2023

  Hello, unfortunately our company policy is no refunds and we have offered to exchange your mattress with no delivery cost. We do not agree that this would be considered a bait-and-switch since it is clearly stated in our policies online and in store that there are no refunds and we will gladly exchange the mattress. Normal cost involved with exchanging is an additional $99.99 but as stated above we offered to waive that fee and deliver the customer's exchange for free. We also offered 2 free pillows which is not normal policy. If the customer would like to accept that offer, we ask them to respond to the customer service email they were send initially or to call the store manager and they will reach out to corporate. If you would like to review our returns/refund policy it is linked below and is posted publicly on our AmericanMattress.com website. We have also attached a digital copy which the customer should have either received with their original purchase ticket, or it would have been printed on the back of the original purchase ticket.
  
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 02/16/2023 we paid the balance of $2,000 dollar to american mattress and received the mattress on 02/17/2023.on 05/13/2023 i notice it was a damaged mattress. I belive the mattress was used considering the look of it. On 5/13 we went to American Mattress we took picturss and ask for a refund and the salemen said they do not refund he offered and exchange. I told the saleman I do not want their business I wanted a refund. The saleman called Corp and told me they could only do an exhange. He agreed that the mattress should not be in this condition in this amount of time but nothing he could do besides a refund. So, reluntantely we decided to take the exchange, but rather have a refund. I do not like their business they sold a used, defeative or poorly manfacured mattress. The saleperson name is ***** located at *******************************. ************ ** *****. the full price of the mattress is $2,174.99 and the boxspring price is $280.00 and the sale tax $251.01 We receivd the exchanged mattress today 5/15, and we're dissatified with the exchange. We have never purchased a mattress poorly made/manfuactured like this before. The exchanged mattress has small holes around the bottom of the mattress, some threads are missing, threads around the mattress showing. There are threads looped in mattress sticking out. It's just as bad as the original mattress we received and was told no refund.We have dealt with the problem their way with an anchange and still unsatifidled with the new mattress and want a full refund. We were also, charged a $99.99 delivery fee for this new mattress although, the old mattress was clearly poorly made we still had to pay $99.99 to get the excahgne and it's stil poorly made. We would lke the $99.99 re-delivey fee refunded as well for this poorly made exchanged mattress.Attchared are the pictures of the original receipt, receipt for the exchange (delivery fee), and pictures of the 1st mattress and the mattress delivered today.

  Business response

  06/01/2023

  Hello, American Mattress does not sell used mattresses. Unfortunately, we also do not do refunds for products since then we cannot sell that bed and we have to recycle it. We would like to offer another exchange free of charge as well as free delivery and two free pillows. We will also refund the redelivery charge of $99.99. As another precaution, we will triple check the mattress before it gets loaded into the truck and leaves our warehouse on the day of delivery. **************** will contact the customer directly to proceed.

  Customer response

  06/01/2023

   
  Complaint: 20060083
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After 5 failed attempts to get delivery I requested a refund. When items were purchased **** dollars in cash and 595 dollar were put on a credit card to pay for items. When refund was requested I was told I had to wait for them to mail a check. Mean while I have no money to buy a bed at another store and I have to sleep on dilapidated couch. I keep getting put off by customer service without resolution.

  Business response

  05/17/2023

  On 5/13 the product was delivered to the customer's house. Attached are photos of the mattresses at their house, since the customer was not home at the time and they directed the drivers to leave them outside. If the customer requires further assistance we will be happy to assist. We consider this matter taken care of, and would hope that the customer will feel the same, and apologize for the inconvenience. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a mattress in 2019 and was told it came with a warranty. This January, we went to buy a new one at the same place due to the one we bought in 2019 was faulty. We informed the store clerk at that time. We looked at a few beds, and with the great bargain he quoted us, we went through with the purchase. The store clerk then stated if we bring our receipt in from the bed we bought in 2019, they could look it up and we can pay ***** to have someone come to our house and look at it and see if it qualified for the warranty. He didn't even try to look us up by name first. We came home, collected the receipt and took it back up a couple weeks later on 2/16/23, we live 38 miles away. He then stated he didn't even need the receipt, that it popped right up. He then charged us the ***** and said we would hear from someone in 1-2 weeks. After not hearing from anyone after 2 weeks, i called to touch base on 2/28/23, the main store clerk, **** was not in and was told to call the following day. I called 3/2/23 and spoke to **** who said he would call and ask why it was taking so long. On 3/3/23 **** called back and stated to wait another week, because the company was out of ******** and indiana takes a bit longer. Another week goes by, my husband and i go back to the store on 3/11/23 and asked again why it was taking so long. We then asked why he didn't punch our name in the computer prior to our purchase of the new bed, so we didn't have to purchase the new one which was not as comfortable as the one we tried out in the showroom. He stated we needed to "wait the full 120 days to break in the new bed". I told him we cannot go this long with no sleep. He then stated he would call and see what was taking so long. still no word from anyone, we went online with a chat complaint. a few minutes later my husband got an email. The following day 3/23/23 i got a call from ***** stating there was someone that left the company and we fell through the cracks, so they would reimburse us our *****, but would still have someone come out at no charge. The following day 3/24/23 ***** calls again and states there is no one that comes out this far where we live, and told us to do the work that they were supposed to do, and email photos, and then they would waiver the delivery charge of the new mattress. We were never told until then that there would be a delivery charge. After discussing this with my husband, he tried calling her and he left a voicemail on 3/26/23. She never returned the call, and he tried calling again on 3/27/23 and 3/29/23 and left voicemails. So now here we sit waiting with all lies and no help. We bought a bed in 2019 with a warranty, was able to use it but now there is no-one to come to our house, we were told we have to do all the work they are supposed to do, send pictures, and we now have another bed we have to wait 120 days to fully break in. We did our part, everything they asked for, but finally had the last straw when they asked us to provide the proof, when they told us they would come out to our house and check the mattress after paying the *****. so now they want to reimburse our *****, make us do all the work, and then have a new mattress sent to us. The guy in the store, ****, got snotty with us stating we can load our new mattress up and bring it in to take the showroom bed, but after my husband and i talked, of course he would want us to do that, because if there were to be stains or rips or tears, it would disqualify us. Please help us get the fair treatment we were told we would get in the beginning. I don't understand how these businesses can keep getting away with treating their customers like this.

  Business response

  05/01/2023

  Hello, we would like to start with an apology about your experience and would like to provide further clarification. 

   

  For us to complete a warranty claim, our company policy and manufacturers require us to have the mattress inspected first, then if it does not meet standards set by the manufacturer we can proceed with the warranty claim. The inspection is normally $99 and this covers part of the inspector company fees and we cover the rest.

   

  Under normal circumstance, we send an inspector from a Premier Inspections to do the inspection. For this situation the customer's house is outside of the range that the company is able to reach. We advised the customer and asked them to do the inspection themselves with instruction on how to proceed we would reimburse the customer as the fee goes to the inspecting company and not us. The customer was unwilling to assist in the inspection, and we advised that we cannot complete the warranty claim until the inspection is complete. Per our policy, we cannot refund or return this mattress, and for us to replace it we would need to complete the inspection and warranty claim. If the self-inspection is completed and the results qualify for a claim, we are more than happy to process the warranty claim and get the customer a new ********************** to replace the defective one. We will waive delivery fees and if the inspection fee has not been refunded then we can refund that as well.

  Customer response

  05/01/2023

   
  Complaint: 19881901
  
  I am rejecting this response because:
  #1
  we were not told that this mattress could be replaced with the new mattress we bought. We were told AFTER we purchased another mattress that we could have paid the ***** to have it inspected for a replacement. 
  #2

  we were told the inspectors would come to the house, knowing our address, and said nothing at the time that we were out of range for them to do the inspection.
  #3

  this is very misleading and false advertisement and they should be held accountable for this! It is not our fault we are out of range and they should have known by our address at the time, instead of waiting this long, then tell us we have to do their job!

  #4

  we feel they are stalling on purpose to hold us over the 120 day **** for buying the new mattress, that should have been replaced by the first mattress, instead of having us go through buying another mattress BEFORE telling us we could have had it replaced! 

  #5

  the sales guy got rude with us and said we could bring our mattress in and exchange it for the one on display, but we would have to bring our current mattress back to the store ourselves. That would give us the chance to rip or stain it during the delivery, voiding the chance for replacement. We are not dumb here!! 
   

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

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The manager has not sent me a receipt proving I paid. I have called him every week but he has given me excuses such as he needs to buy stamps

  Business response

  03/14/2023

  I am sorry that you did not receive your receipt. Attached and included with this response is a copy of your receipt. 

   

  If you have further issues, please do not hesitate to contact our corporate office at **************.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  BUYING MATTRESS ON TIME **** DOLLAR, 400 OWED ON PRODUCT. 10 YEARS WARRANTY, SERVICE MAN CAME OUT AND INSPENTED MATTRESS HAD BROKE 1 AND A HALF INCH. HE, STATE FOR ME NOT TO CALL AMERICAN MATTRESS THAT I WOULD BE DEALING WITH RESTONIC, I SPOKE WITH RESTONIC 7 TIME OVER MONTH GIVING ME THE RUN AROUND ON VACATION ETC, MATTRESS IS VERY UNCOMFROABLE IN 10 YRS WARRANTY IT ONLY 5 MONTH OLD

  Business response

  10/25/2022

  We, American Mattress, the retailer, service warranty claims for our customers.  The mattress manufacturers carry the warranty.  The process for a customer to start a claim with ********************** is that customer pays a $99.99 fee, and we send out a third party inspection company, Premier Mattress Inspection Company.  This third party company inspects and measures customer's **********************.  The mattress must be at a 1  inch sag to qualify as defective in order for customer to receive a brand new **********************.
  
  
  

  Customer response

  10/26/2022

   
  Complaint: 18236066
  
  I am rejecting this response because: service man cane out on 8 12 22 and didnt say me to remove plastic his nststeed thae the mattress has broke 1 and 1 half inch , and that restinic would be contacting me to replace . He stated to me dont contact Americn mattress compamy anymore that his company would be handleing the case . he stated that Americn mattress company was complinting about the time thae they place mattress under that time,. when i call Ameircan ***** a period of time pass ,Amerian was very rude in speaking  to me . So i call restonic  for 3 week  and left meassages on respond, mattress material is like new  because of plastic caseine services men hasnt had a promblem with the other two or three mattress with plastic caseing matresss is brokr 1 and 1half inch and is uncomforable wit my arthrtis condition!
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My mother was admitted to the emergency room at **************************** in *****************, ** on 4/4/2022. She spent most of April in the hospital, and was moved into a nursing home on 4/29/2022.That same week, I ordered a mattress, box and spring and bed frame from American Mattress. My mother is frail and uses a ******, and the assembled bed with all three components was too high, so we had to remove the bed frame to lower the height.When I contacted American Mattress and requested that they pick up the mattress and issue a refund, they said that they *** not give refunds on bed frames. I was not told this when I ordered it. This is deceptive and unacceptable. Legitimate American companies do not sell material products and then refuse to accept returns when the product is unsatisfactory.American Mattress needs to pick up the bed frame and issue a refund.

  Business response

  05/09/2022

  American Mattress typically, in accordance with our Terms and Conditions do not accept returns on a frame. However, in this case out of courtesy for our customer have made an exception. The frame was picked up on Saturday May 7, 2022 and the customer was issued a full refund for the frame as of today May 9, 2022. They will receive an e-mail from Shopify to confirm.

  Customer response

  05/10/2022

   
  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

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ******************* order# ********* Purchased a mattress & adjustable bed frame. In October 2021. The frame & remote stop working with in a month, the Mattress has caused much Back pain. Additional money was paid to upgrade the set. That has Contributed to SLEEPLESSNESS NIGHTS. WHILE THEY DONT GENERALLY DONT allow exchange. After my fianc spoke with management we were promised a new set. To Date We have not received the new set! After speaking with many REPRESENTATIVES, TRYING TO RECTIFY this matter ! To No AVAIL! My Fianc had filed a claim reference # ********! Please Help. Thank you.

  Business response

  01/19/2022

  The customer is aware that we do not make exchanges on special orders and also on adjustable bases.  

  However in the spirt of helping the customer enjoy a better nights sleep we are making an exception and have agreed to exchange the mattress only.  Their new mattress is scheduled to be delivered on 1/28/22, given the current status of the world all products are taking longer to come in stock and this is the soonest this item would be available.  The customer was informed on 1/6/22 that we would be making this exchange delivery on 1/28/22.

  The adjustable base remote was addressed and fixed many months ago.  The manufacturer of the adjustable base assisted the customer with their issue.  This item has been properly addressed and no further action on our part is necessary.

  Thank you for your assistance in mediating this complaint, American Mattress has marked this matter as closed since we have made an exception for this customer that would not normally be allowed.  

  Sincerely,

  American Mattress Customer Service 

   

   

   

   

  Customer response

  01/19/2022

   
  Complaint: 16438314
  
  I am rejecting this response because: While the mattress issue has been addressed, and I am waiting on that, the frame issue has not.  Within one month of my October 23, 2021 purchase date, in November 2021, the frame stop working as well as the remote.  I was promised a new frame at that time, however I have yet to receive that as well. So I am currently waiting on both a mattress and frame, but only have a tentative delivery date of 1/28/22 for the mattress only. When will the frame be delivered as promised as well?
  
  Sincerely,
  
  *******************

  Business response

  01/21/2022

  A new frame was never promised to the customer and the issue was a remote issue which has been addressed.  As previously stated we do not allow exchanges on adjustable bases.

  Additionally, the manufacturer addresses all warranty issues during the warranty period which has been handled and they have addressed the issue.

  At this time as previously stated we stand behind our previous response to this matter and this complaint is address and closed on our end.  The delivery that is forthcoming will finalize this issue.

   

  Sincerely,

  American Mattress Customer Service

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