ComplaintsforUS Mattress Company

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order in March that was scheduled to be delivered on *****th April. The order number was issued to be asUSM-*********. This order was over $4000. The delivery status was never updated and the day came and past. I kept calling them to no avail. I chatted with several people on their chat line who promised that they will refund after i wrote to them to cancel the order to which i never received a reply either. One of the people told me there has been delayed due to merger with another company. This was an irrelevant excuse as that should not affect customers and whoever is buying them should be aware that this company is fraudulent. I am not sure why they are in business at all. I want me refund asap and response to my emails.

• Initial Complaint

  05/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In April I ordered a mattress from ** mattress for over $1000 and was super excited because been having problems sleeping on old mattress after I ordered I received a order confirmation email that said delivery in mid May which would be okay after a week or so I went on the website again with the order number and my email to try and see order status which said was not available to give at least two days for order status to be available at this point it had been more than a week this was first red flag so I called the help number on the website which the person that answered the phone essentially told me that his computer was down and he was a salesman and was busy he couldn't help me next I tried the chat with us option on the website the guy told me that us mattress was bought by ******** mattress and that my order status would not be available because of this but assured me that my order was received and being processed that I would be contacted by company to schedule delivery it's now past delivery date and still no one has contacted me to even schedule aslo have sent emails with no response called store again with no avail it's been more than a month since I ordered mattress and I can't even get an answer as to the status of the order nor when I could expect it when I asked about refund I was told there would be a restocking fee even though it obviously has not been pulled or shipped this place is a joke and if I ever get my mattress I'll never order anything from this company again even if they changed their name to ******** mattress

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a mattress from this company online on March 17th. It was Supposed to be delivered on April 20 th. I called the company on April 20th because I hadnt heard anything. They said 2 or 3 more weeks. I canceled the order on April 20 th. I still have not received a refund of 1800$. They respond to emails saying soon. It has been 3 weeks now. I just want my refund to my credit card. Thanks

• Initial Complaint

  04/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I'm trying to cancel an order for Queen ***** POSTUREPEDIC ****** ********** 4 Medium Pillow Top 15 Inch Mattress. CONF# USM-*********. I've sent emails through live chats with automated returns but no resolution. I've sat on hold for 45 minutes on the phone trying to reach someone with no luck. I leave a call back number and no one calls back.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a mattress and an adjustable base on 3 March from the **-Mattress location in Lake *****, **. The store has recently closed and I was told to go to the ********* location. After about 4 weeks, I called to get a status of my order and was told that the mattress was in the warehouse and they are waiting fo the base to come in on 6 April and to call back. When I called back on 6 April I was told that I would have to wait until 5 PM and that they would call me back. I did not recieve a phone call and called back on Saturday. I was told that they could not look in the system on the weekend and that I needed to call on Monday. I called back on Monday and they told me to call cusotmer service and gave me their number *************. I called the number and they called me back and the person told me they were a salesman and not customer service and to call back on Tuesday. He also told me that the mattress was not in but the base was there and they where still waiting which was different from what I was told on 6 April. I have called the 800 number on Tuesday and recieved no call back so I went to the ********* Store where the salesman agian told me that I need to talk to customer service. He then sent an email to them and the regional manager. It is now 14 April and no one from **-Mattress has written or called me back from cusotmer service or the regianal manager (***************************************). I would like a refund for the mattress and adjustable base since I have not recieved any updates and no one is able to tell me a status of my order. I have also called the 800 number ***** April with no success of a call back from their customer service line.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order with US Mattress on March 22nd, 2023. Their website says the order would ship 2 to 3 days later. I have heard nothing since and have left 3 voicemails, and sent 3 emails requesting a status update. I would like to cancel my order for a refund but cannot get through to anyone and have called repeatedly over the last two weeks.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a ************************************* Plush Pillow Top **** Inch Mattress from ** Mattress on November 19, 2022, order number USM-*********. The mattress was delivered on December 14, 2022. Purchase price including taxes was $3,838.97. On April 10, 2023 at 7:48 PM, I filled out an online form indicating my intention to exchange my mattress for a more expensive ************************************* Plush Pillow Top 16 Inch Mattress under the US Mattress 120 night In-Home Trial. I received an email confirmation of the request with an assigned case number ********. Since the 120 night trial according to their website begins on the day I received my mattress, April 10, 2023 was the 117th day since I took delivery of my mattress. I did not hear back from US Mattress the next morning, so I called the customer service number ************, option 2 listed on their website as the customer service number on April 11, 2023 and waited on hold for 49 minutes starting at 12:10 PM EST before giving up and entering my cell number for a callback "when a customer service representative is available". Then I called again the same day, April 11, 2023 and waited on hold for 2 hours 17 minutes starting at 1:35 PM EST before I again gave up and ended the call, but again not before I left my cell number for a callback that never happened. That evening at 11:52 PM EST, I filled out another online form requesting the exchange, received an email confirmation with case number ********, and again never heard back. On April 12, 2023, I called the customer service number again right when they opened at 10:00 AM EST and stayed on hold for 1 hour 12 minutes before giving up and again leaving my cell number for a callback that never happened. Today, on April 13, 2023 I again called right when customer service opened at 10:00 AM and could't connect when a person. Given this experience, customer service is either non-existent or fraudulent. I just want to exchange under their policy.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I ordered a mattress and adjustable base costing about **** on 2/18/23. Weeks later on 3/2/23 I was contacted by the sales person, *********************, informing me that the base I ordered was out of stock and they had to change my order to a new base. Which I confirmed. When discussing this I was informed there would be no additional cost to me and no delay in the delivery of the product. On 3/9/23 I received an email stating the product was shipped and on its way but no tracking information was listed. Upon the estimated delivery date of 3/21/23 (where it was stated that would be the latest it would be delivered) I had still not received anything. I contacted ****, who I was informed was a manager, regarding this and he informed me they were having a problem with their third party shipping. He stated this occurred with many customers and offered me a discounted price of 450(about) off my mattress, which I accepted. I asked for documentation if this discount which I was not provided. He stated the product would be sent out within a week and a half and it would be delivered within three weeks. Is has been just about that amount of time and I again had to contact the facility. I was informed the product still had not shipped out and there were no notes regarding the previous conversation that was had not only about the delivery but also the discount. He reported that he would put in a ticket. I asked to speak with someone higher up then himself and the previous manager I spoke to but was not provided with that information. Every time I speak with someone I am given a different lie, guess or fabricated response of what is happening with the product and when it will be delivered. This is the worst customer service I have ever experienced. Documents attached are regarding statements, emails ex.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a mattress online for $1645.81 on 1/25/2023. I went in after ordering to look over my order & could not find it. I emailed customer service & didn't receive a response until the 30th. I was told not to use my order number when looking up ************* provided me with another number to use (um, how was I to know that?) Anyway, I went to look for my order using the number ********** had provided & again could not find it. I emailed again & asked him why is it that I cannot find this order. I received a response from a different CS agent named ******, he says that no information about the order will populate until the mattress actually ships! which would be 3-4 weeks out! He then says "rest assured, I do see your order in our *********** is in production" (um **************** YOU see it, but, I want to see it as I am the one paying for it!) I responded to him asking why it would take so long for me to be able to see the ***************** bounced my email back saying that I had been blocked by the recipient!!! Needless to say, I was not happy. On Feb 6th I went on their website & emailed them through there. On Feb 7th ****** responded telling me that I will not be able to see my order because I didn't create an account on their website & then again tells me I will not be able to get any information regarding my order until it ships. Anyway, I finally got the mattress and it is NOT worth $1600. It only weighs 54 pounds! It is not what I ordered! It is hard as a rock. Its a bunch of springs between 2 boards with flat fabric they call pillow tops. I slept on it a few *********** back hurt so bad that I can no longer sleep on it. I called them about a return & created a case which they said a manager would get back to me in ***** hours. No one contacted me. I called again & spoke to a manager but he would not help me either. After everything, I just want to send this back and move on. Please

• Initial Complaint

  02/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a ********************************** and box spring online from US-Mattress on 01/16/23 for $1,362.00. Order #USM-100432858. Before ordering the website indicated the estimated delivery was 02/06-02/08. I contacted the company by phone at the end of January as I hadn't received any additional information regarding the delivery. They didn't have an update, so I started sending emails on 02/06 to now. I was told they couldn't provide a delivery date and on 02/14 was emailed I could cancel my order. I had indicated I placed the order after extensive online and retail research. I told them repeatedly I needed the mattress by 03/05 due to out of state visitors coming in. By the time they said I could cancel on 02/14 it was too late to have a mattress delivered in time from a retail store (I checked). I told them if you order a product based on an estimated date, and still haven't received the product in more than twice the time indicated on the website it isn't an estimate it is a guess. I don't believe they have tried in any way to expedite my order or assist me in any way. They have never initiated any updates, and don't even always reply to my emails.

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