ComplaintsforMattress Mart

• Initial Complaint

  17/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the remote continually fails to work requiring the box to be reset, which happens just about every time we go to use the remote, it may work for a half hour or so, but when we try to adjust the bed, the remote fails to work and we have to reset the box. now mattress mart cllaims that since the bed works after being reset, the issue is resolved. ****** *********, correctly diagnosed the problem and her diagnosis is attached.

  Business response

  20/06/2023

  Absurd, there is no basis for a complaint.  
  
  We dispatched the technician to the ***** residence in ****** ****** *******. Cost $140 of which we paid. The technician was taken aback on arrival as the bed was occupied by a man, and he would not get up? 
  
  Despite this, the technician found the bed to be in good working order which the client confirmed Mr. ***** is dealing with a serious medical issue which may be affecting his behavior.  
  
  If there is any further issue, we have provided Mr. ***** with the information to contact the warrantor. 
  
  Regard 
  **** ****** 

  Customer response

  22/06/2023

  
  Complaint: 20200610
  
  I am rejecting this response because:

  In addition Mattress Mart customer service rep promised to send out a tech at no charge to try and identify the problem. However the corporate office put a stop to all communications with local office. file attached. I am now advised they will not assist me in any way.

  In addition, **** said I was rude to her. When I am talked over and not given the opportunity to speak my concerns, then yes I could get a bit rude.

  
  Sincerely,
  
  ***** * *****

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I was verbally attacked and yelled at by an employee, who said I knew what "Floor" meant on my receipt. It was later on I was told that "Floor" is a code used in their store for testing items. This same employee got other co-workers to plot against me, by miss informing me of valuable information. This has been the third time I had to do an exchange, because the Mattress Mart employees was giving me the run a round. I was not fully told about the three months trial for the mattress. I was only told I could exchange it if I did not feel comfortable on it. After an employee suggested a bed for me, I agreed to do an exchange. When I received the mattress I found that there was a rip in it. I called Mattress Mart and asked if the mattress was new, the person whom I spoke with said "No it is a display second-hand bed". This was not mentioned to me at the time of purchase. If I had known it was not a new bed, I would not have agreed to do an exchange. Then I was told there is an exchange charge and delivery charge. I was not informed about these additions charges at the time of purchase. In conclusion, the company would not exchange the mattress for the original price, which was $489.00 instead they wanted me purchase a mattress for a much higher price, than the original mattress I purchase. Therefore I am requesting a refund.

  Business response

  22/06/2023

  On December 6, 2022, customer purchased the ‘Fusion ET’ Mattress at $489 taxes included.
  It was paid by the City of Ottawa and was delivered in brand new condition.
  Ms ****** reported she was not satisfied with the comfort of her original selection she visited our showroom and selected the ‘Niagara’ Floor model at 599 plus HST $676.87 and was charge a $40 comfort exchange fee. The Sales bill provided to Ms. ****** at the time of exchange clearly indicated it was a floor model.
  Ms. ****** financed the difference, and the exchange was done at her home 2 days later.
  Ms ****** reported she was unaware the mattress selected was a floor display model and requested it be exchanged for a factory sealed model sale price $799 tax included. Ms. ****** again financed the difference, and it was delivered to her home the next day.
  There is no basis for a refund.

  Customer response

  27/06/2023

  
  

  The only bed that was actually new was the first bed that was purchased which was the bed that was $489 which is the Fusion ET Mattress. It felt firmer than I expected it to be and because of the back pains I get. My back only feels better when I’m laying on a bed with hardly any firmness to it. And because they guaranteed there would be absolutely no issue to make an exchange if I ever decided to exchange. I took their word for it that there would be no issue and requested to exchange. But that was a complete lie because the issues started as soon as I asked for an exchange. From that time, they have been refusing to make an exchange for a new factory sealed bed like the bed that was purchased the first time. It doesn’t make sense to pay $799 for a bed that didn’t come in the same condition as the first bed that was brand new and factory sealed. And the bed for $799 which is the last bed that was delivered came in horrible packaging with holes and was already opened so most likely isn’t new. And they’re requesting that I pay a higher price for that. The second bed that was delivered which is the Niagara it had not been mentioned to me once before the purchase that it is a used bed. If it had been mentioned, I would not have agreed to purchase it in the first place. I only discovered it was a used bed after it got delivered to my place. And saw a rip on the mattress and saw the poor packaging. Not mentioning the bed is second hand when that’s information they need to provide before purchasing a bed. And them giving me a sales bill that says “floor” on it after the purchase has been made. Is not anyway to let the customer know it’s a used bed. Writing floor on a sales bill doesn’t even describe what that means. The city only pays up to a certain amount for the bed. I would be the one paying the remaining cost for the last bed that was delivered. Which is hard and wasn’t even factory sealed. None of the two beds that were delivered after the first bed that was purchased was factory sealed. The Niagara bed and the last bed that was delivered, that is $799, were already opened and there were holes in the plastic they came in. Which is another reason why I want the money that was spent refunded. The last bed that was delivered which is the bed that is $799, wasn’t even factory sealed. They have failed to provide what I intended to purchase and have compulsively lied to me. The amount of money I paid for the bed I want to be refunded for that. And the amount the city has paid I would like that refunded back to them. So, I can use what was refunded to get a bed elsewhere. And pay the remaining balance of a bed at a different company that is honest. 

  Sincerely,

  
  ****** ******

• Initial Complaint

  02/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nous vous avons acheté un matelas "Kingsdown Paris Plush, Queen" chez Mattress Mart, le 6 janvier 2022 et reçu la livraison le 20 janvier 2022, pour la somme de 884.07$ + taxes, total de 999.00$. (spéciale 1,000.00 taxes comprises) Pourtant sur l'internet, il était seulement 850.00$. Or, dès le premier soir, le 20 janvier 2022, j'ai pu constater des possibilités de défauts car il y avait des dépressions bizarres et inconfortables. Le centre était pourtant encore solide. Puisque nous devons normalement s'habituer à un nouveau matelas, étant donné les défauts toujours présents, j'ai communiqué avec ***** par téléphone, la 3ième semaine, le 10 février 2022 et envoyé sur demande des photos des dépressions. Le 14 février 2022 j'ai parlé à la Gérante du service à la clientèle, **** *******  qui avait examiné les photos. Elle tenait à me convaincre que c'était normal au point de me fermé la ligne au nez. J'essayais de lui faire comprendre que ce matelas était défectueux ou déjà usagé. Le milieu est toujours plus haut et plus ferme ce qui fait qu'on est porté constamment à retomber dans le cru déjà fait chaque côté du lit. Et ce creux, si ce n'est pas une défectuosité, n'a pas été fait pas nous car nous sommes des petites personnes, 120 et 140 livres. Impossible de creuser un matelas de cette façon. Plus tard, la directrice des ventes, **** ******* me téléphone pour me dire aussi que c'était normal et que ça ne passait pas sur la garantie car les dépressions devaient être au moins de 2 pouces de creux. Mais c'est supposé être un matelas neuf, sans ce genre de dépressions.?.! Finalement elle me propose de l'échanger si non je peux le mettre au chemin, impossible d'avoir un remboursement. Le matelas avait été ouvert et utilisé. J'ai envoyé plusieurs courriels, parlé au téléphone 4 fois et même posté une lettre enregistrée à ** ********* qui a signé le reçu le 16 mars. Aucune réponse. Je lui ai retourné un courriel le 28 avril, toujours pas de réponse.

  Business response

  03/05/2022

  03 Mai 2022
  
  ****** ******* est bien au courant que nous avons essayé de l'aider à plusieurs reprises, tel que nous le faisons avec tous nos clients. 
  Elle peut contacter le Manufacturier et Garant: 
  ********* ****** **** ******* *** **** *********** ******* *** *** **************** ********** ************
  
  Tel que discuté à plusieurs reprises avec Madame *******, nous lui offrons un échange sous notre garantie de confort, mais un remboursement n'est pas une option. 
  
  **** ******
  Surintendant des Opérations 
  

  Business response

  19/05/2022

  The mattress was delivered in good order and setup at your residence in Rockland Ontario at no charge.
  The mattress was brand new factory sealed and freshly manufactured by Kingsdown in Woodbridge Ontario. They provide a manufacturers warranty.
  
  The warrantor contact information
  ********* ****** **** ******* ****** **** ********** ******** ******* *** *** ************** *** ******** *************** ***** **** *************
  
  There will be no further action by our company. We tried.
  **** ******
  Operating Superintendent

  Customer response

  20/05/2022

   
  Complaint: ********
   
  I am rejecting this response because:  I'm sending you a picture of our brand new mattress like you said.  Well, to me, it does not look and feel like a brand new mattress.  I am still in my 130 nights comfort guarantee.  You only tried to help me on the 3rd call but the damage was done, I really could not beleive that you would send me a good mattress.  **** and **** were not being professional, they did not want to help me. Finally **** tried but never with a good word to give me confidence.  So, I repeat, this mattress is defective or it is not new.!

  "" Why do you refund a mattress that was order on the internet compared to the one bought in the store""??  I did not receive the one I saw in the store..!!  **** told me to discard it away if I did not want it, it seem you don't want it too.

  Seems to me that you can understand that I can't deal with you anymore.  I just want to give you back your "new" mattress.
  
  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. ↩