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1800Mattress.com Reviews (111)

Revdex.com: In reference to complaint ID [redacted] , this matter has been resolved Sincerely, [redacted] ***

Case #: [redacted] On May **, 2014, [redacted] purchased from 1800Mattress a queen size [redacted] Luann luxury firm mattress and box springs On October *, 2014@5:53pm, the consumer contacted our Corporate office where all calls are recorded and advised she was dissatisfied with the mattress due to its tuftingThe consumer was advised that a topper could be offered to assist her with comfort; in the interim an e-mail will be sent to her salesperson to provide additional assistance On October **, 2014, 1800Mattress corporate office received this complaint from your agency; we were unaware of the consumers continued dissatisfaction Upon completion of the sale the consumer received an e-mailed copy of Mattress.com terms and conditions which states: If you determine at any time, up to days after delivery, that you are not completely satisfied with your mattress, Mattress.com will allow you to exchange it for a new mattress under the following terms and conditions: If you wish to make an exchange, contact Mattress.com no later than the [redacted] day after the original delivery dateNOTE: All exchanges must be completed no later than days from the original delivery dateThis means that if you call customer service on the [redacted] day after delivery, you must be available to re-select a mattress and schedule the exchange and delivery within the following seven (7) days While we are aware of the consumer’s claims of attempting to reach her sales professional, however; due to the elapsed time period we are unable to offer a Comfort ExchangeThe previous offer made of a topper deeply discounted utilizing employee pricing is still available for the consumer to take advantage of [redacted] may contact me at the number listed below to process the employee pricing accommodation Since 1800Mattress has reviewed the consumer’s complaint, we believe that no further responses are required at this time However, if I may be of further assistance please contact [redacted] at ###-###-#### or [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved: The business states that the "box spring" was not defective, but replaced as a courtesy First of all, it was NOT a box spring, but a Titan "knock down" base, which was recommended because it is more easily assembled in small spaces and because it is made of a series of wooden slats which support the mattress for firmness However, the knock down base was either defective or not assembled properly, because the sides of the base separated as my son slept during the night, causing the wooden slats to fall, and the mattress to sink in as he sleptEach night my son was woken up out of his sleep and had to attempt to move the wooden slats back into place This should never have happened to a brand new mattress and knock down base set which cost almost $ The inspector who was sent by the business took photos and said he was going to recommend that we get a new base because he could absolutely see the problem we had explainedMy son took photos as well(Please see attached photos of the faulty side of the knock down) However, a few weeks after the inspection we were told that it was determined that there was no defect with the "box spring." When I re-explained the entire issue and that it was not a box spring but a base that had to be assembled, I was told that as a courtesy we could receive a new base but that I would have to be responsible for the $delivery fee plus tax I paid it only because the business would not schedule delivery without a credit card payment of $plus tax Since my son needed a decent mattress and undisturbed sleep, I paid the fee However, I feel this is unfair There has been no problem since the new knock down base was delivered and assembled The original base was either faulty or incorrectly assembled The men who delivered the original base and mattress admitted to me on that day that they had never seen a "knock down" base, and had never put one together I do not blame these men as they did the best they could, but possibly, having had no prior experience with a knock down base, it may have been assembled incorrectly I feel that the company should be responsible for the $delivery fee plus tax for the new base, as they claim to be a company which stands behind their product In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above

Case [redacted] On December **, 2014, [redacted] purchased from Sleepy’ s a king size Stearns & Foster mattress and box spring She received delivery of her new bedding set on January **, 2015.On March **, 2015, [redacted] contacted Sleepy’s Customer Care Department to advise the felt material on the bottom of the box spring was torn An exchange was processed and delivered on January **, 2015.On January **, 2016, [redacted] contacted Sleepy’s Customer Care Department regarding a potential warranty claim; an inspection of her merchandise was coordinated [redacted] would be required to conduct a self-inspection of the possible defect reported by taking the necessary photographs and completing a questionnaire; dissatisfied, [redacted] requested to speak to a manager and disconnected the callOn February **, 2016, [redacted] ’s Salesperson contacted Sleepy’s Customer Care Department to inquire on her inspection resultsThe Representative advised that a self-inspection was not completed by [redacted] The Salesperson advised our customer has visited the store on numerous occasions expressing her discontent with our warranty process On February **, 2016, [redacted] contacted Sleepy’s Customer Care Department requesting to speak with a Supervisor While a Supervisor was being located, [redacted] requested a call back and ended the call On February **, 2016, [redacted] contacted Sleepy’s Customer Care Department and was transferred to a Customer Relations Representative The representative advised of guidelines and next stepsDissatisfied, [redacted] disconnected the callOn March *, 2016, [redacted] was contacted and advised that Mattress Marshalls, a third party inspection company, would be performing a live inspection and scheduled an appointment for March ***Upon receipt of this complaint filed to by your agency, a customer relations Representative reached put to [redacted] on March *, A Customer Relations Representative reached out to Mattress Marshalls and requested the inspection results to be expeditedThe results deemed the mattress was not up to manufacturers standards [redacted] was issued a warranty store credit in the amount of $plus tax in accordance to warranty terms [redacted] declined this credit and requested a monetary refundThe Representative partnered with the vendor, Sealy, and after further consideration, the vendor approved a refund for the mattress only Since we have resolved [redacted] ’s complaint, we believe no further action is required at this timeIf I can be of any further assistance, please contact Karen M [redacted] ###-###-#### or [redacted]

Case #: [redacted] On October **, 2013, [redacted] contacted our Customer Service Department claiming to have a concern regarding the Titan box spring purchased from 1800Mattress.com in August of Since this was what would be a potential warranty issue, we coordinated for an inspection of the box springThe results of inspection revealed that under the manufacturer’s warranty guidelines the box spring was in fact not defectivePursuant to the terms of the warranty, 1800Mattress.com denied [redacted] the box spring exchange (see attached inspection results) On October **, 2013, [redacted] called our Customer Service Department inquiring about the results of her inspection [redacted] was advised at that time her merchandise in accordance to the manufacturer guidelines was in fact not defective [redacted] thought this to be unacceptable the representative handling the call escalated the concern to managementAs a courtesy and taking [redacted] ’s concerns into account as a one- time accommodation we agreed to exchange [redacted] ’s box spring outside of the warranty in pursuit of Customer SatisfactionThe box spring was an even exchange however the delivery fee in the amount of $99.99, plus tax is applicable On July **, 2014, upon receipt of this complaint from your office a member of our Customer Relations Department attempted contact with the consumer with no successA message was left at ###-###-#### as well ###-###-#### currently awaiting the consumer call back We are unaware and were prepared to convey to [redacted] that the box spring in question was in fact not defective the exchange was a sole courtesy in which the delivery fee of $99.99, plus tax applies and therefore non-refundable We apologize for any inconvenience not being able to refund [redacted] or offer any monetary relief regarding her delivery fee may cause Since we have reviewed the consumer’s complaint we believe that no further responses are required as there will be no additional offers being made However, if I may be of further assistance, please contact [redacted] at ###-###-#### or [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I am surprised that [redacted] is surprised as she did not check the issue date of the last e-mail to you, the Revdex.com which was before our conversationThe men did not show up on the [redacted] as were promised to remove the mattress and box spring, no-one called either [redacted] tried to call the delivery and no-one answered, they showed up on a date that I had to re-make with the company, the [redacted] of November, between a/m and p/m [redacted] did promise that she would issue the refund in the amount of $1,711.99, I have not received that as of yet, nor is it pending on my bank account *** Thank you for your time, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I returned [redacted] call and left a voicemailThere has been no resolution as of this time In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Case# [redacted] Upon receipt of a Rebuttal filed by [redacted] with your agency, a Customer Relations Representative contacted her on May *, to address her concerns [redacted] advised that at time of delivery she did not have a stain on her full size Simmons mattress [redacted] was asked to submit a photo of her mattress in effort to validate her claimShe informed the Representative that she had purchased a new mattress elsewhere and had disposed of her existing Simmons mattress [redacted] was advised that in accordance to her Simmons warranty, we can only provide credit for merchandise that is free of any rips, stains, tears and burns per the manufacturer’s requirementsFurthermore, the existing product would need to be returned [redacted] stated that since she got rid of the Simmons in question, there is nothing more that needs to be done and terminated the callAt this time we believe no further action is requiredShould you require any additional information, please feel free to contact Kuina C [redacted] at ###-###-#### or [redacted]

Case#: [redacted] Sleepy’s is in receipt of the rebuttal regarding [redacted] To reiterate our previous response, our offer remains unwavering; as an employee discount on a newly selected mattress (excluding Tempur-Pedic, Sealy Cool Sense, Serta I Series, and Serta Cool Elegance) [redacted] may take advantage of this offer which reflects a deep discount on the newly selected bedding set of his choiceWe will provide the [redacted] with a complimentary frame mimicking the support the manufacture is seeking for the merchandiseApplicable delivery fee will apply There are no additional offers being made in regards to the consumer’s complaint [redacted] may contact me utilizing the information below to assist with the processing of the accommodation If you should require additional information or in need of further assistance please do not hesitate to contact me [redacted] at ###-###-#### or [redacted] to further discuss

Case #: [redacted] 1800Mattress.com is in receipt of your inquiry regarding [redacted] *** Upon review of [redacted] ***’s complaint, our records indicate that the customer advised our representative on the date in question someone was in the residenceThe consumer phoned her residence and had the available individual inside the home accept the merchandiseIt was at that time the driver obtained a signature and delivered the merchandise We apologize for any inconveniences this may have caused [redacted] ***Unfortunately we are unable to offer any monetary refund to [redacted] ***Please feel free to contact [redacted] at ###-###-#### or [redacted] for further assistance or should you require additional information [redacted]

Case # [redacted] On June *, 2016, [redacted] contacted our corporate office and escalated to a Customer Care Supervisor regarding her delivery experience The consumer was advised the third-party independent trucking companies are independently owned and operated nonetheless; her concern and feedback will be brought to the attention of the Operations Department for additional reviewOn June *, 2016, [redacted] emailed our Customer Care Department requesting compensation for her delivery experienceThe consumer was extended the offer of discounted accessories; she did not find the discounted price reasonable, and refused our offer [redacted] once again; contacted our Customer Care Department and escalated to a Supervisor [redacted] at that time was offered a set of sheets at no cost for the inconvenience, she accepted this offer The consumer was provided with an email confirmation referenced on case number [redacted] The sheets were delivered via [redacted] on June, [redacted] 2016, in accordance to tracking number [redacted] Should you require additional information please feel free to reach out to Kuina C [redacted] at ###-###-#### or [redacted]

Case # [redacted] On January **, 2016, [redacted] purchased from 1800Mattress, a queen size Stearns & Foster mattressSince [redacted] delivery address is outside of our delivery service area, Sleepy’s arranged for a third party company to make the delivery The shipping company will then contact [redacted] to coordinate a delivery date and time once the merchandise has arrived at their facility.On February **, 2016, [redacted] contacted our Customer Care Department stating that the shipping company called her to schedule delivery for February **, but the delivery never arrived [redacted] requested to cancel her order for a prompt refundUpon reaching out to our National Delivery Department, it was confirmed that the carrier had an unexpected delay in delivering the merchandise [redacted] was advised her request to cancel order was submitted but she would be subject to a 20% restocking fee off the retail price of the merchandise Upon receiving the complaint filed with your Agency, a Consumer Relations Representative reached out to [redacted] to no availA detailed message was left informing that she had been refunded her full invested amount of $Due to the uncustomary delivery delay, she will not access the restocking fee of 20% We sincerely apologize for any inconvenience the delay has caused [redacted] We believe that no further action is required at this timeHowever, if I may be of further assistance, please contact Chanelle R [redacted] at ###-###-#### or [redacted]

Case# [redacted] Upon receipt of the complaint filed by [redacted] , a Customer Relations Representative reached out to the vendor to check the status of their deliveryThe vendor advised that there was an unexpected delay and their order will be shipped by the first week of October In the pursuit of customer satisfaction and as a form of apology, we offered complimentary sheets; which they declined [redacted] informed the representative that she will follow up once she receives her beddingWe believe that no further action is required at this timeHowever, if I may be of further assistance, please contact Chanelle R [redacted] at ###-###-#### or [redacted]

Upon receipt of [redacted] ’s rebuttal, a Customer Relations Representative made several attempts to reach out to them but to no availAccording to our records, their merchandise was delivered by [redacted] on October *, We sincerely apologize for any inconvenience that this delay may have caused [redacted] We understand [redacted] ***d declined our offer of a complementary accessory, but we are unable to offer a monetary refund of their purchaseIf they have any additional concerns, please have them contact Sleepy’s for assistanceWe believe that no further action is required at this timeHowever, if I may be of further assistance, please contact Chanelle R [redacted] at ###-###-#### or [redacted]

Case#: [redacted] We have reviewed [redacted] s claim and are pleased to advise the complaint filed by [redacted] is resolvedOn January **, 2015, 1800Mattress refunded $back to the [redacted] card on file ending in [redacted] In regards to [redacted] s request for the delivery charge to be refunded, this offer would not be accommodated [redacted] received a delivery of his Classic twin size box spring on January **, and the said charge is for services rendered.We believe no further action is necessaryIf we can be of any further assistance or if you should you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or at [redacted]

At this time, I have been contacted directly by 1800Mattress.com regarding complaint ID [redacted] My complaint has been addressed and resolved thank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Case# [redacted] On July **, [redacted] received delivery of king size Sealy mattress set On March **, contacted out Customer Service Department stating that the mattress was visibly sagging and making noiseSince this was what would be a potential warranty issue, we coordinated for an inspection of the merchandiseOn April **, both the Sealy king size mattress and box springs were inspected by a third party independent inspection company The mattress was found to have stainsPursuant to the terms of the manufacturer warranty, the customer would not be entitled to an exchange of the mattress as any stains, tears, rips or burns render the warranty void On May *, [redacted] was advised of the outcome of the warranty claim and offered the option of making a purchase of replacement mattress but with employee discount pricing applied [redacted] purchased a king size Sealy set that day which was delivered on May *, Dissatisfied, [redacted] and [redacted] filed a complaint with your Agency looking for a refund of the purchase price that was paid for the new merchandise on May*, as they felt the warranty inspection results are inaccurate On May **, A Customer Relations Representative contacted and spoke to [redacted] In an effort to resolve the complaint and as a gesture of goodwill, [redacted] was offered an accessory item at no cost as compensation for his dissatisfaction as we are unable to offer the refund that he is looking for [redacted] declined this offer and advised she will continue to pursue her complaintAs we are unable to accommodate the customers’ request for a refund, we feel that no further action is requiredIf there are any questions or concerns, please contact [redacted] at ###-###-#### or [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Case #: [redacted] On January **, 2014, *** [redacted] made a selection of a full size Sealy mattress only and requested one removal from his residence on the day of delivery On June **, 2014, the consumer contacted our corporate office with claims of the mattress he purchased in January was saggingSince this was what would be a potential warranty issue, we coordinated for an inspection of the merchandiseThe results of the inspection revealed [redacted] was utilizing the mattress on his own personal foundation/box spring, which was impressed 3/of an inch thus providing improper support [redacted] was advised in accordance to the manufacturer warranty guidelines this is a condition that voids the warrantyTherefore, pursuant to the terms of the warranty, [redacted] ’s manufacturer’s warranty was void On June **, 2014, 1800Mattress.com received this complaint from your officeContrary to the manufacturer’s warranty and 1800Mattress.com’s well-established policies and procedures we are offering [redacted] accommodating pricing on any newly selected merchandise (excluding Tempur-Pedics, Comforpedic, and Stearns and Foster brands) he will be responsible to pay the transportation charge in the amount of $99.99, plus tax, if a delivery is requested The consumer does have the option to utilize a store pick up if so desired Since we have attempted to resolve [redacted] ’s claim, we believe that no further action is required at this time If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact [redacted] at ###-###-#### or [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Even after complaining I did not recieve my futon matress yet nor did I recieve my written apology letter.It is a shame on their part that despite of ordering on with an promised delivery date of 08/ [redacted] , I DID NOT recieve it till date.The sales rep from 1-800- mattress spoke to us that we will not recieve it untill second week of october and asked us if we still wanted itNOW my question is why would we place an order if we do not need itSecondly they have been delaying the delivery date by every week and playing the same game till date.Thirdly does the business think that they can lure and satisfy customers just by complimenary sheets for all the two months of waiting , and all the pain and discomfort we have gone through by offering our bed to guest and sleeping on floor.And last but not the least, I do not know how many customers have fallen into their trap seeing the quick delivery date and might have placed an order with themIf I knew this prolonged deliverY time before I would not have placed an order with them.IF the MATTRESS is really feeling sorry and want to offer us some thing please let them deliver the mattress free of cost and issue us a full amount of $which I paid for my order on so that they will avoid giving the customers the wrong delivery date thanks In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

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Description: MATTRESSES

Address: 3681 Route 9 N, Freehold, New Jersey, United States, 07728

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