ComplaintsforAmerican Mattress, Inc

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a $3000 mattress with a 10 year warranty in 9/22 mattress was defective. American mattress sent out a inspector who deemed it defective and it was replaced. My issue is that American Mattress charged me $99 to inspect their defective mattress .Just not right.

  Business response

  11/28/2023

  Hello, we would like to start by saying that the inspection fee is charged to the customer to pay the third party inspectors for their work. This is stated in our policy located on our website at *********************************************************************************. It is also the same or similar policy by other retailers to charge a warranty inspection fee. We apologize that this was not made clear to you, but we cannot waive the fee since the third party inspectors were paid for the service they provided in the process.

  Customer response

  11/28/2023

   
  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

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went in specifically to purchase Sealy Posturepedic ************** SS Custom Firm as we have slept on this in several places and loved it. Worked with store manager ************************* who assured us that the mattress we were purchasing was this mattress. I was very uncertain about it and asked about the return policy. At that time, he reassured me that I had 4 months to return the mattress if we didn't like it. I had asked about getting my money back at which time he literally wrote on the front of my receipt that I have a 10 yr warranty, 4 month trial as long as there are no stains and I do not rip off the law tag. I again asked this question and he wrote this a second time reassuring me that I could get my refund if I did not like the mattress. When it was delivered, I saw that the mattress was not the one that I asked for, ************** SS Custom Firm, it was instead the Sealy Orange. I called the store and was assured that I had nothing to worry about and could return the mattress. I spent a couple of weeks locating a store that actually had the exact mattress that I had originally asked for and now have that mattress. I contact the store to schedule that return and am now told it is no returns only exchanges. This is not what I was told repeatedly by ******. Now ****** lies and claims he never said this and claims he told me this was a "Comparable" mattress which is not what he said. The owner of American Mattress could care less and says "He does not handle customer concerns. Call ****** and find out who his district manager is and call them." This comes across as his store managers can do what they want because he does not care.

  Business response

  10/27/2023

  Hello, we have spoke to this customer directly and came to a resolution. We are replacing their full size with a queen size mattress that fits their need. We consider this matter resolved.

  Customer response

  10/27/2023

   
  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

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On February 7, 2023 I placed an order for a mattress and mattress protector. I received the mattress but not the protector. I paid $60. Order #USM-100433728 I was first told by American Mattress who purchased US-mattress that they lost all records from US-mattress and werent responsible for fulfilling the orders. Later I was told that they would send me an equivalent mattress protector at no additional cost. I provided my shipping information and was told Id have the item in ***** business days.Its been over a month and I havent received anything. I have sent emails and left voicemails but nobody responds back or answers the phone. This is fraud and they are going to give me what Im owed one way or the other.

  Business response

  07/20/2023

  Hello, we sincerely apologize for the hassle. This is our mistake and there was some miscommunication. This product will be shipped out by *** tomorrow, and should arrive within the next few days. We hope this resolves your complaint, and if you need to reach out to some one please call our corporate office directly.

  Customer response

  07/26/2023

   
  Complaint: 20284230
  
  I am rejecting this response because: It has been 6 days and I still have not received my product. They said it would be a few days, theyre lying again as usual. Ill just have to do what I said Id do and cost them money by leaving detailed negative reviews everywhere possible. Theyre thieves, stay away.
  
  Sincerely,
  
  *******************

  Business response

  07/26/2023

  Hello, we have shipped your product out already through **** We sent it on Monday 7/24/2023. Here is the *** tracking number: 1Z89F9710396047302
  
  The delivery estimate says Friday 7/28/2023 by 7:00PM. 

   

  If you have further issues please contact us directly so we can work with you. Our office number is ************ and we are open Monday-Friday 8 AM to 4 PM **************** Time.

   

  We appreciate your patience.

  Customer response

  07/28/2023

   
  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

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sealy mattress in May 2020 from US-Mattress (on line). It sags in the middle so i filed a claim with US-Mattress in March 2023. My claim was approved and i was told I could select a new mattress and that I had a $1,000 credit towards my new selection. I was in the process of choosing a new mattress when I was contacted by **** at US-Mattress stating the company was bought out by American Mattress therefore, my warranty could not be honored. They directed me to Sealy who would not assist and directed me back to American Mattress. I have been dealing with *****, who for at least 6 weeks now is unable to give me any answers or resolutions. She claims that she has sent all of my information to the Sealy Rep, who is working on it. My point is, the mattress was already evaluated (based on the photos and measurements I sent) and deemed defective. I was promised a $1,000 credit and now they just took it away. No one wants to assist me despite multiple calls and emails. Very sketchy business practices here and I am running out of patience.

  Business response

  07/20/2023

  Hello, we have told the customer that they need to reach out to the manufacturer. We have explained to the customer numerous times that we ************************ cannot handle the warranty claim and they must take their claim to Sealy. We have contacted our manufacturer representative ************************* who is our Tempur-Sealy ******* market Representative and he said to reach out to Sealy as well. As the customer tested and said the ********************** was deemed defective, the manufacturer is liable for the replacement as it is out of our range. We ask the customer to reach back out to Sealy and tell them that they are responsible for the warranty claim. We understand the frustration of going back and forth, and we do apologize for the delay for your resolution.

   

  If the customer needs additional assistance please call our corporate office. 

  Customer response

  07/23/2023

   
  Complaint: 20283598
  
  I am rejecting this response because: I was never informed that the Sealy rep also said that I had to contact ***** directly. **** from ** Mattress said in an email dates in March 2023 that I had a $1,000 credit to choose a new mattress since mine was deemed defective. Now that credit has been taken away with much frustration. This is a shady business practice . I plan to give this company several negative reviews on line unless I receive the $1,000 that was promised to me . 
  
  Sincerely,
  
  *******************

  Business response

  07/26/2023

  Hello, we would like to inform you that we reached out to the Tempur/Sealy rep after your last response here on BBB to get further clarification which is why our reply was the first you heard about the representative. We apologize if that was miscommunicated. ************************* was supposed to reach out to you directly so that he can assist you with your warranty claim either 7/25 or today 7/26. We will contact him today to ask him again to reach out to you, if he does not contact you, please let us know so we can work with you and him.

   

  Unfortunately, your order was placed and handled by US Mattress and not directly from American Mattress. American Mattress purchased the US Mattress stores, and US Mattress declared bankruptcy. As it was a US Mattress order, we cannot take responsibility for the warranty claim, and as US Mattress is bankrupt they will not provide assistance. We understand the frustration and confusion with all this, but we are trying to help you the best we can and reached out to Sealy to get our rep in on the process so he can work with you and Sealy directly. We will not be able to provide the warranty promise that US Mattress had given to you. 

   

  Please contact us at our corporate office if you have any further questions or issues at ************ we are open Monday-Friday 8 AM to 4 PM **************** Time. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Feb 5'23 we purchased a *************** Four Seasons ****** Nights mattress for $2149.00 pre-tax under order #*********. The mattress didn't work for us and we leveraged the return/exchange policy. We returned the mattress for a *************************** Hybrid Empress Series Medium for $1799.00 pre-tax. The difference is $350. We agreed with the $139 return shipping fee as well as the 10% restocking fee. We were changed $472.33 on Mar 27'23. After not receiving the $350 difference between the return of the more expensive mattress in exchange for a less expensive mattress, I contacted the company. If the 2nd mattress had cost more money than the 1st mattress, we would have been charged the difference, but they refuse to provide a $350 refund due to the 2nd mattress lesser cost than the 1st mattress. I have spoken to them multiple times, but they refuse to issue a refund.

  Business response

  07/07/2023

  Hello, we have reached out to the customer directly and are waiting for their response. We reached out by phone and email the past 2 days. We need more information about the order since we do not have access to US Mattress's old tickets. Please contact us at our Corporate Headquarters *************) or respond to our email so we can proceed with assisting you.

  Customer response

  07/19/2023

   
  Complaint: 20255865
  
  I am rejecting this response because:
  

  Hi there,

   

  I am rejecting the business response as it is not yet resolved.  They requested additional information after confirming that I should have received the difference in cost between the first and second exchanged mattress.

   

  I responded to their request for more information in the attached email.

   

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

  Business response

  07/26/2023

  Hello, we have already reached out to this customer through email to gather their information. We have decided to provide the $350 refund and will be mailing the check out by end of day today.

   

  If you have more questions please contact us directly so we can resolve the issue faster at our **************** ************ we are open Monday-Friday from 8 AM to 4 PM **************** Time. 

  Customer response

  07/26/2023

   
  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

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased full size ********************** for my daughter and also a queen ********************** and Tempur Pedic adjustable bed with a sleep tracker device. I had it delivered late February and programmed the sleep tracking system for use in March. In March it seemed to work well and in April it wasnt tracking every day. I talked to technical support and followed their instructions and reprogrammed it three more times with no luck. After having so many problems I decided that the unit was defective. So I decided to call American Mattress and see what my next option was. After leaving two voicemails and no response I called again and talked to ***** who said she would look into this and call me back. I never heard back from her. She did call my girlfriend and said she would call her back and NEVER did. I called the store to let the salesman know that the unit still wasnt working. He said he would have ***** call me and she hasnt responded back. By the way, she is the owners wife hows that for customer service? I am only requesting a refund on the adjustable bed, sleep tracker, installation and warranty that amounts to $1800. I am satisfied with the ********************** sets that I purchased. I have also filed a dispute with my credit card company. I just want this gone and a refund. By the way the last screen shot shows it hasnt tracked in eight days.

  Business response

  06/13/2023

  Hello, we consider this issue resolved. We have contacted the customer directly on the phone, and have come to a resolution. The issue came down to a Tempur-Pedic warranty issue, and we have involved our Tempur-Pedic representative to assist this customer. The representative has ordered replacement parts that are being shipped overnight for tomorrow, and a Tempur-Pedic technician will reach out to the customer within the next 10 business days to set up an appointment. We spoke with the customer again to make sure they are informed on what is happening and they assured ** they know. If further questions come up, we can be reached at our main office by phone.

  Customer response

  06/16/2023

   
  Complaint: 20148142
  
  I am rejecting this response because: I prefer to wait until the unit is installed and working properly. Until then, I still consider this not to be resolved.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told today by a customer service rep at ********************** that my comfort exchange with **-Mattress would not be honored by American Mattress, a company that recently purchased US-Mattress. I bought two mattresses that were delivered in January 2023. One mattress was too hard for my wife. After numerous attempts to file the paperwork I finally received a comfort exchange number. SO-*******. I continued to follow up with ** Mattress for my replacement and received no updates over the last few months after the email in March stated I would have my replacement mattress in 2-4 weeks. (See email) I have received the run around from customer service or no responses to emails. Sadly the American Mattress is still advertising the comfort exchange, which is false advertising.

  Business response

  06/15/2023

  Hello, back in April we had acquired ** Mattress and have been trying to assist customers to the best of our ability. For this case, a sales associate will be contacting customer to request a copy of their invoice as American Mattress has no access to ** Mattress's old system. If the customer can produce their sales invoice, we will be glad to help the customer with the comfort exchange. We apologize for the inconvenience and confusion.

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  DOP: 1/2/2023 Order # ********* Amount: $**** We purchased a Bed from ******, and waited the minimum 30 days for exchange/ return.On February 11th, wanting to exchange the mattress due to it being extremely uncomfortable, with the required exchange form filled out and provided.Emailed again on the 15th due to no response.On March 3rd we finally received a response from **-Mattress with the receipt of the comfort exchange.On April 19th we had asked for a delivery day , due to the original due date they provided was on April 5th and received nothing On April 24th we finally got a response from the American Mattress advising that ** mattress outstanding order would be another 2 to 3 weeks before the replacement mattress would be delivered OnMay 17th I was advised that it had been over 3 weeks and we hadn't still received a mattress On may 19th American Mattress advised that Some of the products sold by **-mattress Were no longer being sold by American Mattress and they would be canceling the order because they are unable to Fulfill it. They advised they would refund the ****** that we paid for the exchange of the mattress, which was slightly more expensive than the original mattress that we purchased.They advised we should try to dispute the original **** charge for the ****** mattress that we purchased. However because this process took so long, our bank Chase said that we exceeded the time frame for which we could dispute the charge. I informed American Mattress of this and asked them to honor the return/ exchange policy and asked for a full refund of the original purchase made on 1/2/2023, I have received no response. A new mattress has already been Purchased and we lost $2000.

  Business response

  06/12/2023

  Hello, we consider this matter closed. We have contacted the customer directly on 6/7 through email and also spoke directly on the phone later, and have come to an understanding. We informed the customer that this order is regarding a past order through US Mattress who we have since purchased the assets of. As the policy of ** Mattress, and American Mattress, we cannot give a full refund for the order. The customer has disputed a partial amount through their bank, and we have accepted the dispute totaling $230.96. If the customer would like to continue this complaint we have direct contact available. Otherwise calling our main office would get a live person to handle their questions as well.

  Customer response

  06/13/2023

   
  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

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 3/25 my wife and I went to ** Mattress in Canton to purchase a new mattress and box spring. We spent roughly $3500 and we were told it would be delivered 4/24. We were told wed receive a call the week of to confirm the delivery date.The week of the 24th went by so we called the corporate number on our invoice to check status and were greeted with someone from American Mattress. The rep indicated they had bought out ** Mattress and they were having some issues catching up on orders which is fair. The rep said he would look into the issue and wed receive a call back in 24 hours. We never received that call.A few days went by and we called again - the rep on the phone this time asked what the check your order status online said to which we said nothing, its blank and he responded well thats a plus because a lot of people dont even show a status which is not helpful at all - he then said we would need to email corporate to get an update. We emailed and still havent heard back, its been over 2 weeks.I went into the location we bought the mattress from and spoke with **** an American Mattress sales associate who again was nice but not able to give us any kind of update - he went on to say we would need to just wait to see if the order could be fulfilled but couldnt say when we would know.I called corporate again and said wed receive a call with an update - still nothing.Getting any sort of answer from this company is like pulling teeth. I am sympathetic to the situation they were put in but if they cant handle the additional customer base, dont buy the failing business.I dont understand why they cant tell us if our $3500 order is going to be fulfilled. Thats baffling to me - At this point we will looking for a refund - this business is awful to work with.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 4/29/2023, I purchase a mattress at a Home Show. I didn't receive a copy of the terms until after I walked away after the sale. I wanted to use my existing credit card with zero rate and rewards but agreed to their financing because I was told it was 0% for 36 months. I was lied to and told that I could exchange for any other mattress for a $100 charge, and later learned that I could only exchange for something more expensive when I stated I was unhappy with the mattress for $4000. The salesmen provided this to me after my daughter and I had left his area. So this information contradicts what the salesman told me. I am also complaining that the salesman did not include brackets for the delivery men to attach my headboard, which I was told was part of a standard delivery and setup. Now I am told that I need to go into a store and purchase brackets and I will be charged for both the brackets and installation. Again, this purchase was charged to a closed credit card account and I had already contacted the general manager at American Mattress, *****************. I received a letter stating I still owe the balance that wasn't there when I cancelled the card and the general manager now says he will not charge this to my existing credit card because they already received their money.

*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. ↩