ComplaintsforMattress Direct
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/14/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 9/27/2021 ordered a mattress from Mattress Direct location on **** ***** *** ** ********* ** *****. On my receipt the estimated delivery date is 10/17/2021. It has yet to come in and today is 12/14/2021. Since my order I have called in numerous times to ask about the status of my order as no one has reached out to me about what is going on. When I call I am told "there has not been a truck in yet", "a truck is coming later in the week" or "there will be multiple trucks in this week". I paid $1,368.99 (without tax) for the mattress and delivery fee. I would like to have the mattress I ordered delivered ASAP. The customer number and sales order number is 9138404. I have attached a copy of my receipt from Mattress Direct that includes the estimated delivery date.Business response
12/15/2021
We understand your frustration. Unfortunately, with delays of raw materials, shipping issues nationwide, and holiday closures the mattress has not made it to our distribution center as of yet to be able to set up the in-home delivery. Your order is still an active order we are waiting on alongside many other orders. Mattress Direct's team is working hard to get solid updates for everyone and we appreciate your patience with us so far.Initial Complaint
12/03/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a mattress from them on September 12, 2021. They told me it will be delivered in 4-6 weeks. I waited 11 weeks and decided to purchase a mattress elsewhere. They gave me a partial refund but hasn't released the balance. They told me they were going to put it back on my credit card and they would call me when that happens...but they haven't reached back to me.Business response
12/16/2021
Mattress Direct understands your frustration. Many manufacturers unfortunately had delays of raw materials and shipping issues nationwide. It appears when the refund was processed it was processed at a different location, on the store level it appears the refund was processed and the funds have been returned. With further looking into it we see it is in hold state due to the wrong terminal information. We have opened a ticket with the processing company to rectify this and hope to have that done has quickly as they can allocate it to the correct processing machine.Customer response
12/19/2021
Complaint: ********
I am rejecting this response because:I believe they are stalling on this.
They never explained this new process of entering a ticket with the credit card processor. ****** simply said she just needed to get with accounting team the week after Thanskgiving to correct and issue the refund.
So I have the following questions:
Why have they ignored my repeated messages left on their voice mail to call me back instead of keeping me updated?
Why has *** ******** not responded to my email?
When was the “ticket” submitted to their credit card processor and what is the typical turnaround time? When can I expect the refund?
Sincerely,
***** ********Business response
12/27/2021
The point of sale program does show the refund as processed so the accounting department cannot issue a refund check as it show the funds have already left. We do have the credit card processing company working on the issue it unfortunately is an anomaly. We understand your frustation and understand if you need to dispute the charge with the banking establishment.Customer response
12/28/2021
Complaint: ********
I am rejecting this response because:
It should not take a month to get this cleared up. I have been asking for the refund since the week of November 22, 1921. I believe they are stalling and based on the comment made by them in the last response, they are essentially saying they are doing nothing and for me to dispute the charge with my Credit Card Company.Their failure or perceived refusal to keep me updated on the progress of what I feel is a phony ticket entered with their credit card processor is again a stall so they have to do nothing. My next recourse is to call the ******** ******** ********* ****** that handles consumer fraud.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
36 total complaints in the last 3 years.
17 complaints closed in the last 12 months.