Customer ReviewsforMattress King

Mattress King at 440 Sam Ridley Parkway; Smyrna TN 37167 is not recommended for purchasing a mattress. The customer service is terrible. I purchased a ******* Harmony mattress for $1,755.99 and upon receipt, it was defective. Calls were made to the store, but no action was taken by the store. Next a clerk said to follow the warranty site instructions. Their solution was to turn it over, since there was a dip. I emailed that I wanted a new mattress. At another trip to the store the salesclerk said she would talk to the owner, because he would have to handle the situation. After days of no response, I called the store and was told to pay $100.00 to the company and someone would come to my home to check the condition of the mattress. The representative acknowledged the defect. Several weeks passed and no communication with me. Finally, I was told to pay a $100.00 delivery fee and they would deliver me another mattress. After almost a year I received a new mattress. The extra money ($200.00) and stress was terrible. The owner nor a person in authority tried to resolve this situation.

Good Afternoon, First, I’m sorry you are unhappy with the process to get your mattress approved for replacement from the manufacture. All our products come with a warranty that is backed by the manufacture, not Mattress King directly. This ensures you as the customer are protected no matter where you go in the country if you would ever decide to move away from the area. As for the timetable of your exchange, we work hard to get it resolved as quickly as possible. 99% of the time we can have an approval within 30-45 days. In your case it took longer as there was a delay in getting the correct information needed per the warranty guidelines set by the manufacturer, not Mattress King. Also, as we mentioned, we where able to ask the manufacture for a favor in replacement your mattresses as it technically didn’t meat the level to be deemed defective. The delivery fee is required as it covers the cost for our team to bring you your new mattress, pick up the old one and get it back to the manufacturer. We certainly don’t make any money on that part. We strive very hard to offer the best customer service possible and that’s why we’ve been around for almost 30 years. We don’t take things lightly, but we do have to follow the processes set forth by the manufacturers. I hope you can understand this and know we very much appreciate you and all our customers.