Mattress Direct Reviews (%countItem)
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Address: 3105 Riverport Tech Center Dr, Maryland Heights, Missouri, United States, 63043-4825
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Don't buy from this location. I absolutely recommend the Temperpedic line but either buy direct from Temperpedic on line or go to any location other than the Chesterfield Mattress Direct. *** isn't able to keep his word or keep his story straight. From lying about the on line offer compared to the in store deal to not being able to get the delivery date correct - the entire experience was a disaster and I regret buying locally.
In May 2017, my husband and I brought a high end mattress and less than 1 week after delivery I was unable to sleep in the bed, due to it being entirely to hard and uncomfortable. The bed was so hard, every part of my body ached with pain. When I called the store, I asked if I could get it replaced, but I was told that "not at this time, because it was like exercising. You know it is something good for you, but it was going to take a while for it to start feeling good." I then asked for a full refund and was told that it is not in their policy to honor refunds. At this point, I was not very happy at all. However I slept on my couch for another 6 weeks. Then on July 12, 2017, I went back to the store and paid another $1,183.81 plus a $95.00 delivery fee to get another mattress. The first time, it was a ***, the replacement mattress is a Posture Pedic. Yes, I brought another mattress. I felt I had no choice. With a policy of no return, and already made such an investment, I felt at this point I had to purchase another mattress. I felt I needed to assure I could get a good night sleep. Even though we paid for a bed and box spring matching set, we were told that they would only replace the mattress, so now I have mixed match product. On July 26, 2017, the 2nd mattress arrived, but only to find out, it had a stain on it. Therefore my husband did not except the mattress. Now I must admit I am wondering if they even delivered a brand new mattress, but possibly a return by a previous customer. At this point, I am not trusting of this stores policy. When we called and spoke to the store manager, he said there was nothing he could do to rush the delivery of a another mattress and though I made repeat calls to the store, he did not try to resolve the issue at all. A week later, no call from the store, my husband called and was told the delivery was scheduled for that day. Glad my husband was home, because they had not tried to call and arrange or schedule a delivery.
Now, the worse part, is now I am not happy with the 2nd bed at all. Now $5,922.81 later, I feel I am stuck with a major product and there is nothing I can do about it. I felt it would be a good idea to buy from mattress direct. Only to find out that once you buy, they do not stand behind their product to achieve customer satisfaction at all and you are just stuck with your purchase. Since this purchase and dealing with the experience of this store's policy, I have researched the policy of other mattress stores and determined their policy is more geared towards achieving customer satisfaction. This experience has been the absolute worse ever. I am totally unhappy with such a major purchase.
When customers buy a mattress at Mattress Direct, we give them an entire year to make sure they love their selection. What we ask, is that they try the mattress for at least sixty nights before coming in to re-select. The reason for this is it takes time to adjust to a new support system. Your muscles and bones spend hours in a new alignment, and while for most people it feels good in just a day or two, some people have a longer acclimation time to a new sleep system. Additionally, many mattresses have a small break-in period where the top comfort layers adjust to the sleeper. This customer mentioned in her complaint that she tried the mattress for less than one week before giving up on it, which is never our recommendation.
When the customer re-selected, and we attempted to deliver the new bed, it was completely sealed in a cardboard box, as well as a plastic bag. After removal from the box, but before removal of the sealed bag, the delivery drivers and the customer noticed there were some stains from the factory on the mattress. Mattress Direct does not now, and has never sold used mattresses, nor “seconds”, but exclusively offers new products directly from the factory.
Our policies are clear and fair, and we go over them with each and every customer at the time of purchase. This customer read, signed, and initialed a sheet indicated their understanding of our Direct Assure policy, and the fact we do not offer full refunds. We encourage them to continue using their new mattress, as we feel confident they will adapt to the new support and pressure relief it provides.
08/12/2017 My husband and I were mattress shopping, and decided to visit their location due to an advertisement on their window as we drove by their location, it was for a queen mattress with adjustable bass for $988.00. We were met at the door by *** the manager of the store. We expressed our desire to find a King size mattress that was comparable in price to the queen that was on sale. *** was very helpful, and showed a king mattress with a vibrating adjustable base. My husband was very interested due to the comfort of the bed, I was not happy with it. *** kindly showed us a softer version of the bed. My husband and I agreed yes this is the bed. Before all of this occurred, we expressed our concerns of finding the right bed for my husband as he was in a car accident March 23, 2017 and broke his back, and that he was just coming out of a hospital bed, so we needed to find something conforming to him. We agreed to purchase this bed, even though it was out of our budget. We were told that the mattress and the base would be delivered on 08/16/2017, my husband was informed after we purchased the bed on Monday 08/14/2017 that we would not get the base until 08/23/2017. We were not happy about that, but what could we do, nothing. Mattresses arrived on 08/16/2017, we took them out of the package and put our mattress covers on them along with a sheet. We both laid down on the mattress and immediately looked as each other and said this feels nothing like the store model. In fact it felt like you were laying on concrete. 08/17/2017, I called the store and asked for ***, she was off but would be in on 08/18/2017, the salesman asked if he could help. I explained to him that the mattress felt nothing like the store model, and that my husband could not sleep on this mattress due to his back being broke. He did verify according to his paperwork that the mattress was the correct mattress that was ordered. I was aware of the $99.00 exchange within the first year, but the problem lies here. He told me that we have to keep the mattress for 60 days before we can exchange them. We knew immediately that we could not sleep on this bed and are trying to resolve the issue with the company, but with no luck. I am going to call and cancel the order for the bases that we ordered on 08/18/2017, when *** is on duty. There was nothing in the store comparable to the mattress that my husband and I agreed to purchase due to his health concerns and at our price range. Mattress that was purchased was I DIRECT GEL ADAPT TLHK, order number ***, the order number for the bases is ***.
At Mattress Direct, we give our customers an entire year to re-select their mattress if the one they initially choose is not right for them. All we ask is that they try the bed sixty nights before making starting that re-selection process. Often times when customers select a new bed, there is a period of time when their muscles and bones are adjusting to a new level of support and pressure relief. This can take some time to get used to. Additionally, with all memory foam models, like the ones this customer selected, the mattress has a break-in period as well, and can feel firmer right out of the package. This break-in period is usually quite short, and we feel confident with proper use the mattresses in the home will feel identical to the one on display in our showroom. However, if the customer ultimately decides the mattress is not right for them, we welcome them back so we can help them re-select. We have reached out to the customer directly to discuss options, and feel an amicable resolution has been reached.
Complaint: ***
I am rejecting this response because: Mattress Giant will not give you a corporate office number or a supervisor's number to contact them. I cancelled the bases through them already. *** said that it would take 4-6 weeks to return our money back to us. This is unacceptable, the merchandise was paid for on the 12th of August and the money was taken out of my bank account on the 15th of August. not 4-6 weeks later.
Sincerely
On the rare occasions when customers cancel their orders, we are able to process refunds almost immediately, as long as the customer has paid with a credit or debit card. On transactions when the
customer pays with cash or check, the process is does take a little longer. When this customer...cancelled their order, the store manager notified them that because they had paid with a check, he would
receive a check refund in approximately 4-6 weeks. This is because the corporate checks are only made out once a month by the accountant.We have checked with the accountant, who has informed us this
customer is on the list of checks to be processed.
Thank you,
Mattress Direct, Inc.
I purchased a mattress,box spring, and rails from this company. After removing the packaging I notices 3 corners of the box spring is damaged with no corner protectors and the mattress has large rip on the underside side of the mattress.
At Mattress Direct, we encourage all our customers to take advantage of our professional delivery service. However, we do offer pickup for those guests that choose to transport the merchandise themselves. At the time of purchase we went over Mattress Direct policies regarding pickups, which reads: "Your purchase is under your possession and control as soon as it leaves, so we encourage you to inspect your product carefully prior to leaving the facility. Any claim for loss or damage due to transportation of the product will be the sole responsibility of the consumer." The customer signed this policy page at the time of purchase. Moreover, the customer signed that the product was in good condition when picking the product up. We are happy to provide copies of these documents upon request. The defects the customer has claimed (scuffed and damaged box corners, small tears) are consistent with damage incurred due to improper transportation, not manufacturer's defects. However, the are purely cosmetic and will not effect the performance of the bed.
Bed and mattress purchased has been damaged by the motor which caused burned marks on mattress and expels an order. Called fire department who made report and advised me to unplugged the bed and contact company. The company will not replace the bed only the mattress with a $99.00 fee. I had to go to the doctor with nausea, itching and advised to not sleep on bed. I have pictures of the burn marks on the mattress.
Also I contacted the manufacturer of the motor, which is Reverie. We sent them pictures but we have heard nothing from them either. All pictures were emailed to ***@reverie.com
We are really interested in helping this customer resolve this issue, but we're having trouble getting consistent information from them. First, they called us telling us the bed gave them hives. We immediately discussed some options for exchange, and different hypoallergenic materials. Then the customer told us the bed was moldy. Then the customer told us the bed gave them bleeding sores. Now the customer is telling us their bed was set afire. We have requested photographs of these claims on numerous occasions. Not only has the customer failed to provide any photographs of the bed, they have also stopped returning calls from our area manager who was assigned to this case. As with all of our purchases, if the customer is not comfortable on their bed, they have up to a year to exchange it for something that better suits their needs, and will only pay transportation fees. If the mattress or base are defective, they are covered under a warranty. However, we need more documentation than the increasingly outlandish claims we have received up to this point.
Kind Regards,
Mattress Direct, Inc.
I purchased a mattress from this business a year ago. About six months after purchasing it, the side of it fell and it lost its shape. The entire side is collapsed, and if I lay on it I roll right off. I contacted them immediately, and they said I needed to send them pictures of the mattress. After some time, I sent them pictures, and they claimed they could not see them well enough, so I had to resend them. I resent them, and upon receipt, I got an email from them stating that they no longer carried that line of products in their stores and there was nothing they could do for me. I do not want another mattress by this manufacturer.
Mrs. purchased her bed in April of 2015. She was unhappy with the comfort of her initial selection, so she exchanged her mattress for a different model under our Direct Assure comfort assurance policy. She has had the replacement bed since July of 2015. She recently contacted us to see about filing a warranty claim on the replacement mattress. Upon reviewing her information, we discovered that Mattress Direct is no longer a distributor for the manufacturer who produced her mattress. While we cannot make a warranty claim on her behalf, she does still maintain her full warranty on the product. The warranty on all bedding is from the manufacturer, and not the store. If we were a current vendor, we would be happy to facilitate a warranty claim on her behalf. We gave Mrs. detailed instructions on what she needs to do to file a claim, but believe at this time that she does not wish to deal with the manufacturer.
We hate to hear that any of our customers are not sleeping comfortably and hope that Mrs. will follow the steps provided to file a claim with the mattress manufacturer. At this time, we believe her complaint does not lie with Mattress Direct, but instead with Solstice Sleep Products.
Complaint: ***
I am rejecting this response because:First of all, my complaints began about 6 months after I got the mattress. I was told to submit pictures of the mattress. I don't have a camera so it took me a while to do so. I was told they weren't acceptable and to send more. I recently submitted pictures and again was told to submit more. I even tried calling the manufacturer last June when I was in Columbus, Ohio where they are located.
Let me tell you about the mattress--and what I am saying goes back to my original complaint. The side of the mattress is compressed . if I sit on it, there is a noise which is either something broken or apart inside the mattress. it sounds like broken pieces of wood rubbing together--a creaking sound. The side of the bed where I sleep (and yes, the mattress was turned) is so compressed that it is noticeably lower than the other side of the king size bed. It's hard to get into a bed with the side compressed, and when I do I can try to get to the center of the bed (remember that the side I am on slopes downward). In the middle of the bed there is a raised area from the head to the foot, and I cannot possibly get over it. There have been nights when I've woken to find myself rolling almost out of the bed and onto the floor. I should add that I am a Senior and consider this a serious manner. I have asked that someone come out and see this miserable mattress. They only ask for more pictures, which Brandon at the store on Brentwood said is how they honor a claim.
I really don't want to contact the manufacturer because I don't want another mattress from a company which sells such an inferior product. That should be understandable and it should be the very reason why Mattress Direct , which obviously knows about the manufacturer, should be there for a customer who trusted Mattress Direct and never wanted or expected a problem like this. I can't haul my mattress to a mediation, but clearly it is so bad. Please--won't you help?
Sincerely
As we previously stated, we would love to assist Mrs. in the processing of a warranty claim. However, we are no longer affiliated with that manufacturer and therefore cannot submit claims on the customer's behalf. Mrs. maintains her original warranty, but will need to call the manufacturer to make a claim. She has stated that she doesn't want to contact them, which is why the process is at a standstill. She has requested that a representative come out to inspect the mattress. The manufacturer could send out a licensed inspector if she would contact them and file a claim. No one at Mattress Direct is authorized to inspect mattresses or approve a warranty claim on behalf of the manufacturer.
Once again, we would encourage Mrs. to contact the manufacturer so that she can get a resolution sooner than later. We have given her the necessary information and instructions to file a warranty claim on her product, but she has chosen not to. Again, if Mrs. has a complaint, it is with the manufacturer and not Mattress Direct. We have made every effort within our powers to assist Mrs., and therefore consider this matter to be closed at this time.