ComplaintsforMattress Express

• Initial Complaint

  05/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went here to find a mattress and frame. So we had them run a credit check to see if we could apply for financing. With authorized the credit check. We however did not authorize them to open up a credit card in our name. We spoke to them and they said thats just how they do the financing, but we only wanted to see if we qualified. We want this handled since this hurt our credit and i feel this is fraud to a degree

  Business response

  05/28/2024

    Mr. ******** complaint is with ********* ********* not Mattress Express. As Mr. Wheaton stated; at our location he applied for a credit line to ********* and was approved. ********* ********* in turn opened the account and sent him a card. Nothing was charged to it and he can easisly cancel it. We hope this clears up this matter.   Sincerely, Mattress Express

  Customer response

  05/28/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  We have applied for financing at several different stores and merchants in the past. None of them ever opened a line of credit until we were ready to move forward on it. We even told her that we had to think it over for a few days. If you can't help us with the credit, the least you can do is train your employee to inform prospective clients that they are going to have a line of credit opened when they just want to see if their credit will allow financing. But I see this is a sensless debate to continue. i am closing the dispute after you see this response, should you make things more transparent or not. The actions of your employee has hurt our credit. That employee represents your company and has made it look shady. We pray you take this to heart to better your busniess.  Regards, ****** *******

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a **** *** ****** mattress on 07/30/22. At the time of the sale I expressed that I wanted a soft mattress as the on on the floor was firm. The sales rep wanted to sell me the floor model and I declined as I have a bed bug phobia and wanted a new mattress. The mattress we received is very firm and it is questionable as to if it is the floor model. Mattress express told me they had a 100 day sleep guarantee when I purchased the mattress. Since I was paying cash/ check they gave me a $1000.00 discount and then instead of a gas card reward another $1500 discount totaling $2500.00 off. **** *** ****** has a 90 day sleep guarantee. Mattress express states that since it is a return they are taking the discount away and will not refund my money. They are trying to charge me an additional $2500. I spent a total of $8152.89 already with tax and shipping. Mattress Express states that they cannot return the mattress to **** *** ****** even though they have a sleep guarantee. I have the mattress protector that is sold for the purpose of being able to return. I either want the full amount I paid towards the only mattress in the store that is equivalent to the **** *** ******, the sleep number or a full refund of my money.

  Business response

  09/13/2022

     Response and docs attached. You may not post my response other than exactly as written. We have reviewed the complaint and spoke to Ms. *****. She agreed on the phone to retract this complaint but apparently has not as of this date. Ms. ***** purchased a **** *** ****** mattress on 07/30/22 without her husband present. She selected the mattress by herself and apparently her husband does not like the bed. We are VERY HONEST and disclose all return policies and purchase policies at point of sale. We go as far as to have the customer initial each point and sign to avoid situation such as this. A cope of the signed receipt for Ms. ***** is attached. We have offered Ms. ***** full credit of what she paid towards a ****** ***. She has declined. She feels she should get a different bed at no cost to her. We have asked her to bring her husband in to what try different beds and latex topper but she has said her husband who does not like the bed does not have time to come in.   We have done nothing wrong and tried every avenue to remedy this. Below are our responses to each issue.  Ms. ***** - I purchased * **** *** ****** mattress on 07/30/22. At the time of the sale I expressed that I wanted a soft mattress as the on on the floor was firm. The sales rep wanted to sell me the floor model and I declined as I have a bed bug phobia and wanted a new mattress. The mattress we received is very firm and it is questionable as to if it is the floor model.Response - Not true when I spoke to Ms. *****, she acknowledged she received a new mattress sealed in plastic. Ms. ***** - Mattress express told me they had a 100-day sleep guarantee when I purchased the mattress. I spent a total of $8152.89 already with tax and shipping. Mattress Express states that they cannot return the mattress to **** *** ****** even though they have a sleep guarantee. I have the mattress protector that is sold for the purpose of being able to return. Response – Again not true. First, she references a return policy of a company called **************. I have never heard of this company and it is not the company who made the **** *** ****** mattress she purchased. She was never told we have a 100-day sleep guarantee on this mattress. We have attached a SIGNED and INITIALED receipt showing that she acknowledged we do not offer this. Ms. ***** - I either want the full amount I paid towards the only mattress in the store that is equivalent to the **** *** ******, the sleep number or a full refund of my money Response – Ms. ***** was offered a full credit if what she paid towards another mattress and she declined. 

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction at Mattress Express in New Hartford, NY is 3/21/2022 for the amount of $1630.16 Order (sale number *****). The item purchased is a ****** **** Full Mattress. The mattress was received on 4/9/2022. In accordance with their policy, we waited the minimum 21 days prior to requesting a refund. The manufacturer, (**********) advertised a full money back refund if not satisfied. This product was not comfortable, caused my wife more pain from sleeping on it. On 4/30/21, I called Mattress Express to request a refund. I was told that I could not get a refund only an exchanged for a mattress of equal or GREATER value. I called the manufacturer who said that we were entitled to the refund, but we had to go by the Mattress Express Purchase agreement. Mattress Express purchased the item right off of the ********** website, therefore it should be until the ********** return policy. I would like to get my money back for this product that cases more pain for a person who already suffers from medical conditions that cause pain.

  Business response

  05/05/2022

  To Whom It May Concern;
  
  We operate very honestly and openly. All return / exchange policies are presented to the consumer at point of sale and require initials and a signature that they have read and agree to our policies so that we have no misunderstandings.
  

  Attached please find the receipt for Mr. ***** initialed in two spots and signed by Mr. *****. This clearly states the mattress may only be exchanged and only so if a five-sided mattress cover is purchased at the time the mattress was purchased.  Mr. ***** did not do so and we do not offer a refund under any circumstances. Furthermore, we do not purchase these for ********** we purchase directly from ******. Mr. *****’ assertions are untrue and inaccurate. All agreements with signatures attached. We did nothing wrong and were nothing but honest and forthright with Mr. ***** on his purchase.
  
  Thank You,
  Mattress Express

  Customer response

  05/13/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was advised by ****** that we were eligible for a refund.  Also, we did purchase the ****** protector deep pocket protector at a price of $96.79. We were never advised by the sales person that if we could only exchange the ****** mattress for a mattress of equal or higher value.  They were deceptive in their sales techniques.  And their claim that they ordered direct from ****** is evasive as all orders do go through **********
  

   

  
  
  
  
  
  

  Business response

  05/13/2022

  My initial response stands.  These accusations are untrue  proven by the signed receipt provided. 
  

  
  

*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. ↩