ComplaintsforMattress Direct
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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a H3333383432**33323330H from this company back in December 2023. It had a 60-day guarantee. The H3333383432**33323330H was way too soft, so we contacted them to exchange it. I had to pay an additional $1500 for the new H3333383432**33323330H. Now there&#**;s a big bulge in the H3333383432**33323330H. I don&#**;t sleep on the H3333383432**33323330H anymore. I have sent pictures to them as requested. I&#**;ve done everything they&#**;ve asked me to do. I am getting nowhere with them. When I call the corporate office, I am not able to get a hold of anyone. I just want a H3333383432**33323330H I can sleep on.Business response
07/08/2024
Mattress Direct merely facilitates the information for a warranty inquiry. The replacement mattress they have upgraded to does carry a manufacturer's warranty. Like all manufacturers there are guidelines that have to be met in order to be considered for repair or replacement. The warranty claims department did have holiday hours over the weekend and weren't available to respond immediately. The manufacturer's warranty does require adequate framing underneath the mattress and foundations; By not providing a sufficient supportive frame, damage can occur to the product that will void your warranty. At this time the support system does not meet the minimum requirement as the photos provided show an antiquated design. The warranty department has recommended to not only upgrade the frame but to utilize a lower foundation to lessen the wear from scooting up and into the mattress.Initial Complaint
06/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
11-11-23: Transaction date, $1700.40: **** pd. 11-13-23 bank cleared check. No merchandise was received.Initial Complaint
05/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On June 22, 2023 I purchased a beauty rest mattress and mattress protector. I still have not received these items as promised. Original delivery time frame was 4 to 6 weeks. I called the locations in ************ multiple times after the delivery window. The employee provided promises but never returned phone call. I asked to talk to a manager. I later was provided ***'s name. He informed me he was leaving messages for his management team but he could not do anything for me. After working with *** over 3 months of inaccurate information. I need to file a complaint for a refund. I still have never received a phone call back and would like a full refund.Initial Complaint
04/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered the mattress on 2/21. We put $500 down. On March 26th we cancelled the order because I found out the store was closed. They told me it would take about 2-3 weeks. Since March 26th, I requested a refund for my $500 back and I have called 4 times now. They keep telling me that it is in progress. Since March 31st, I can't get any response from them. I called this morning and it's the same story, keep on waiting. I cancelled the order on March 26th and talked to ***** at that time and she said I should be receiving it in a couple days, then after that 30 days, etc.
I want a refund of your money - $500.00.
Business response
04/29/2024
We are sorry to hear there is an issue with an order. The location that the purchase was made was closed in the estimated time for the mattress to arrive which is normally 3-5 weeks. Once the location was closed the customer decided to cancel the order and the deposit of $500 has been sent in to the accountant to process the refund. If it has not been processed we can start a new order with their deposit.Customer response
04/30/2024
I have been waiting for my deposit of $500. since March 26, 2024. I dont want a mattress just want my money back. Please refund this as quickly as possible. I have been patiently waiting for this to happen. Thank you
*******************************
Initial Complaint
03/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Purchased a mattress and box springs and never received it , nor have I been reimbursed. Have made several calls and gotten no response back.Initial Complaint
03/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We purchased a mattress from Mattress Direct on 2/12/24. We ordered the softest mattress in the relaxopedic line and were delivered the wrong mattress. They delivered the firmest version of the mattress through an error by the employee that submitted the order. After being notified of the error, 3 Mattress Direct employees confirmed the mistake was made on their end. They are unable to get us the mattress we ordered because it is not made any longer. I have asked for a refund several times but each time have been told that someone would call me. Nobody ever does. I have called and emailed the corporate office and no response through them either. The employees I have spoken to apologize for the error but say they are not authorized to give a refund. My wife and I are not able to sleep on the mattress making it worthless. We don't want anything extra, just our money back and they can come and pick up their products.Initial Complaint
02/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought a mattress, box spring and a frame on 10/23/23. I was told that I would have to pick it up from the *************************. I get there and was told that they were having computer issues and did not have them in stock. I returned to the store to get a refund. They refunded me for the frame because I bought it directly from them but I have been waiting for my refund for the mattress and box spring since 10/23/23.Initial Complaint
01/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought a H3333383432**33323330H in September 2023. I paid $1067.78 that was paid in full. I had a expected delivery date of October 2023. It didn&#**;t come in come in. I waited until November 2023 to cancel the order and requested a refund. The will not refund meInitial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In Feb 2023, I purchase a full size bed at the cost of $1,126.53. I ask if they could hold the bed till I was ready to pick it up. They said no problem. My husband had died and I was changing his office to a bedroom again. I called them several times throughout the year if they still had it. They told me yet, it was taking me awhile to do this room. I called them throughout the year to make sure they still had it. In Sep I was told they couldn't find the invoice but still not a problem. I called in Nov and they still said not a problem. I went to pick the bed up on 15 Dec and was told someone picked it up 3 Aug 23 and the file was closed. I ask who picked it up and couldn't get an answer, only that the file was closed. Today I was told I couldn't even get a refund because the file was closed. The customer # is ******** and sales order is ******** dtd 2/4/23. I don't know if I should contact my credit card company yet or wait. This complaint is with the Bridgeton Store, not Cottleville. *** ** *****, ********** ** *****. Phone is ************.Business response
02/06/2024
Appears the account was notated as, son picking up, the pick up was scheduled and ticket printed for pick up after and was closed. The warehouse has done several inventory reports and have not found any discrepancies with these items.Customer response
02/07/2024
When I ask multiple times who picked up this bed, they wouldn't not tell me. Now they say my son!!!!
MY SONS are ******* ****** or ******* ******. You will not find their name on this pick up invoice. Why won't they say who has the bed. I can't believe this cannot be resolved with a decent answer. I NEVER said anything about my SON picking this up. Why won't they tell you who picked up the bed. I think an employee thought it was forgotten and got a new bed, This is so wrong.
Initial Complaint
12/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a Harmony Plus mattress on 4/16/21. In the center of the mattress the coils broke and the mattress has collapsed. I was told by the Edwardsville, IL store that it is still under warranty. I filled out the form online on 9/20/23. I have not heard back from the company. I have called customer service and I either get a leave a message or the message room was not set up. I would like Mattress Direct STL to honor the warranty and replace the mattress. The web team ticket number for Mattress Direct is ****Business response
12/13/2023
The manufacturer's warranty guidelines require adequate support. The online claim department requested additional photos because the type of wear the mattress is showing is typical of a broken box spring slat or the framing system. The claim is still pending the additional information listed below.
9/23/2023 10:33:15 AM The manufacturer is reviewing your claim and has requested some additional photos, you can reply directly to this email with the needed information.
1. A photo of the support frame the mattress and box are resting on.
2. A photo of the foundations the mattress is resting on.
The wear pattern shown in the provided photo is typically of a broken box spring slat or the framing system. The manufacturer is looking for proper support to ensure your warranty is intact.Customer response
12/13/2023
Here are additional photos. I don’t understand why no one contacted me directly about the photos. I would have sent them immediately. Are they still honoring the warranty?Customer response
12/13/2023
Here are additional photos. I don’t understand why no one contacted me directly about the photos. I would have sent them immediately. Are they still honoring the warranty?Customer response
12/13/2023
Here are the extra photosBusiness response
12/14/2023
The additional photos attached here appear to be more of the mattress. The warranty claim department needs a photo of the frame or furniture the mattress is resting on, suggested to pick up the mattress and box spring to verify frame has adequate support. When doing this go ahead and snap a photo of the bottom side of the box spring or foundation to make sure there isn't any broken boards. This wear pattern is typical of an issue with one of those items. If there is no issue with either the box spring or bedframe we would anticipate an approval. Please send the needed photos to ***************************** to be able to expedite the timeframe.
Again the manufacturer has guidelines that have to be met in order to be considered for repair or replacement.Customer response
12/15/2023
Here is the photo of the bed frame.
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Customer Complaints Summary
36 total complaints in the last 3 years.
17 complaints closed in the last 12 months.