ComplaintsforMattress Firm

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spoke with ****** in December about an issue I had with my recently purchased mattress. Due to it being purchased from a corporate store not a franchise there was an issue with the warranty. ****** told me he would speak with corporate and get back to me asap. Of course, he never got back to me & I had to resolve the situation myself. After a month of fighting with corporate, I finally got my refund. I ordered the mattress & an all-in-one frame that he said will save me $70 instead of getting a boxspring & frame. The frame was cheaply made it started making creaking noises almost immediately. The mattress springs began popping shortly thereafter. I called & spoke with *** about getting a replacement & to change the firmness of the mattress. She tells me that it will be $200 more to get a different firmness for the same mattress. Neither said that it would cost more. I told *** the all-in-one frame is so flimsy & noisy that we want to get the boxspring & a different frame. Instead of it costing $70 more as I was told originally, it's now $100 more for replacing a defective set, also required to pay a $79 delivery fee for the 2nd time. I paid another $191 to get the mattress replaced, box spring, different frame & a 2nd delivery fee. Within a week the boxspring creaks & the mattress has the same issues, making a loud popping sound when laying on it. When I spoke to ******, he said he can have someone look at it & will call me within a half hour to set up a time. Once again, I never got a call so now I just want to get my money back. Reaching back out to them once more, I'm informed there is a 20% restocking fee & I am required to pay the $79 delivery fee for the 3rd time. I'm going to lose almost $600 due to their defective products that don't last a week through no fault of my own. This is wrong & feel I am entitled to my full refund, totaling $1444.27. I hope you can help with this issue, I just want a refund & never deal with mattress firm again. Thank you.

  Business response

  05/14/2024

  The Mattress Firm located in Stoux Falls, SD is a privately-owned franchise location and is a separate entity from Mattress Firm Corporate. Unfortunately, Mattress Firm Corporate is unable to assist with this complaint as they do not have access to their systems. On May 13, 2024, a Corporate Escalations Specialist forwarded the complaint to ****** Griffin who will review with upper management and follow up with *** ******.  

  Business response

  06/10/2024

  We reached out to this customer directly, and this issue has been resolved. 

  Customer response

  06/10/2024

  
  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,
  
  ******** ******

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