Mattress Discounters

Review: went to this business to buy a NEW MATTRESS it costs me almost 2thousand alone no box mattress well they set it up and all so as time went by I like to turn the mattress and I was shocked to see the tag that said used mattress it never dawned on me to check the tag like if I go to a car dealer to buy a new car would I have to look under the hood ?what this agent did at this store was wrong I told him no floor sample I told him I want the best one for I have a disc in my back I called the store the agent does not work their anymore and the person I did speak to said sorry cant help me this is fraud they sold me a lemon and ripped me off what I want from them is to give me a new one and take the used one back thank youwill be hearing from you soon g.k.

Product_Or_Service: 1 11 12Desired Settlement: DesiredSettlementID: Replacement

a new mattress

Business

Response:

Mr. [redacted],We are sorry to hear about your experience and the claim that you didn't know you were buying a clearance mattress. When we sell a clearance mattress we are required to disclose this at the time of purchase, obtain your signature stating you understand this, and you receive a discount for this type of purchase and by law we keep a yellow tag on the side of the mattress stating it's condition upon delivery. Our sales reps take great pride in dealing with all of our guests with the utmost integrity. Although it would be impossible for me to verify a conversation that took place almost 3 years ago, as a valued guest we'd like to help you out as much as possible. You state in your claim that the mattress is defective. If that's the case, our team assists with the manufacturers warranty. Please call our Customer service number [redacted] if you'd like to open a warranty claim and we'd be happy to assist you. Sincerely,Customer Service

Review: The salesman named [redacted], told me the previously purchased and returned mattress that I purchased had the same 120 day exchange policy that a new mattress had. I've lost my receipt and have only my credit card bill showing the purchase made on August 1st and apparently [redacted] had me sign something acknowledging that my purchase did not have the same exchange policy as a new mattress purchase would have. I do not recall signing this and relied on the salesman's assurance that I would have the ability to exchange it within 120 days or I wouldn't have paid $706 for something sold (as new) with no warranty or exchange policy. I realize that if I in fact signed this acknowledgment that [redacted] has made a sale that I can do nothing about but I wanted to go on record stating that the salesman out and out lied to me in order to make the sale.Desired Settlement: I would like to exchange this mattress for a twin size mattress and box springs of equal value.

Business

Response:

Our guest, Mr. [redacted], was given the option to receive a very heavy discount to purchase a clearance mattress. Any clearance item purchased through our stores are sold as an "asis" final purchase due to the heavy discount. The 120 day comfort guarantee does not apply for these models, however we honor the manufacturers 10 year warranty for defects. In all cases we have our guest sign a disclaimer stating they understand they've purchased clearance model and they understand the comfort guarantee is waived. We've received confirmation from the store that this disclaimer was faxed to Mr. [redacted] for his review and in turn signed and faxed back prior to delivery. Our customer service has offered him another heavy discount off the purchase of a new item as he is a valued guest of ours. We will continue to cover any future warranty concern.

Thank you

Business

Response:

Hello,

I've attached the signed document for your viewing.

Thank you

Consumer

Response:

I am rejecting this response because: While the signature appears to be mine, I did NOT sign this form and it was NOT faxed to me for my signature and faxed back. Photocopies can be made to look like originals with the help of a copy machine as the salesman obviously knows. I have no fax machine and didn't give my work fax number to the salesman. The fax number listed at the top of [redacted] is NOT my work fax number and again, I have no home fax machine. Can Revdex.com require Mattress Discounters to send them via USPS the original form I am alleged to have signed? And again, which fax number was it sent to?

Review: I purchased a new mattress under the direction of my doctor by a prescription. It cost me approximately $2000.00 for delivery and installation of the box spring and mattress from Mattress Discounters in Elk Grove. Approximately 2 years later I submitted a claim under the warranty as a manufactures defect, as the mattress slumped about 3 inches in the center of the mattress. I paid a deductible for the mattress to be inspected. I was then informed by a phone call that the bed frame was to have more slats and that because I called under the warrantee that the warrantee was void. Do I have any recourse to make me whole as a frame would have cost me about $100 and I was not advised of this at the time of purchase of the mattress.Desired Settlement: Refund of my money if replacement of the mattress is not performed within 1 week as I have a medical need which must be addressed post haste!

Business

Response:

Mattress Discounters offers a 120 night comfort guarantee on all new purchases. After that time frame, the mattress is protected by the manufacturer's warranty only. Mattress Discounters assists in facilitating the warranty process for our customers, but we are ultimately bound by the requirements and guidelines set forth by the manufacturer.

We spoke to the customer on 1/2, and have a copy of her claim form. At that time, she specified that she had a metal frame with a center leg and center rail inside a wooden frame. At that time, an inspection was scheduled for 1/8.

The inspection results stated:

Mattress has a 1-3/4" sag at center right, due to frame issue. No stains or tears.

Box springs are firm, but they do flex under pressure due to frame.

Wooden frame with two bars, each with two legs. Located at head and foot, leaving the center unsupported.

We specifically ask our customers to verify frame support, and any stains, as both can invalidate the manufacturer's warranty. Due to the lack of support, Simmons has invalidated the warranty on the mattress set.

We spoke to the customer again on 1/10, and verified the results, as well as what the manufacturer covers. We offered the customer a 50% off certificate to purchase a new frame as well.

Business

Response:

Mattress Discounters offers a 120 night comfort guarantee on all new purchases. After that time frame, the mattress is protected by the manufacturer's warranty only. Mattress Discounters assists in facilitating the warranty process for our customers, but we are ultimately bound by the requirements and guidelines set forth by the manufacturer.

We spoke to the customer on 1/2, and have a copy of her claim form. At that time, she specified that she had a metal frame with a center leg and center rail inside a wooden frame. At that time, an inspection was scheduled for 1/8.

The inspection results stated:

Mattress has a 1-3/4" sag at center right, due to frame issue. No stains or tears.

Box springs are firm, but they do flex under pressure due to frame.

Wooden frame with two bars, each with two legs. Located at head and foot, leaving the center unsupported.

We specifically ask our customers to verify frame support, and any stains, as both can invalidate the manufacturer's warranty. Due to the lack of support, Simmons has invalidated the warranty on the mattress set.

We spoke to the customer again on 1/10, and verified the results, as well as what the manufacturer covers. We offered the customer a 50% off certificate to purchase a new frame as well.

Consumer

Response:

In addition to the response from Mattress Discounters, Mattress Discounters also reported that Simmons would reinstate the warranty upon purchase and installation of the remedy to the frame. My complaint is that Mattress Discounters stated verbally that our frame was adequate for the mattress at the time of the purchase of the mattress. Otherwise the frame and support would have been purchased along with the mattress. I want the record to reflect that Simmons has agreed to reinstate the full warranty upon my purchase of the bed frame and box spring supports.

Review: Their delivery/movers broke my wooden bed frame, and instead of giving me any help they pushed the blame onto another party. Their representative suggested that I use wood glue to fix the broken queen sized bed frame. She (the same representative) called me back that same day to inform me that the company can no longer assist me in this matter because they hired a third party to deliver my mattress and accessories, and that said third party was the one responsible. It is not my responsibility to hunt down the people that Mattress Discounter/Sleep Train hired. [redacted] said that the third party company will call me after she forwarded the pictures and the claims she made for me, but it has been almost a week and I yet to get a call from anyone. I believe that it is the responsibility of Mattress Discounters/Sleep Train to resolve my complaint since they are the one that hired the men who broke my bed. I spent thousands of dollars at their store, yet they can't even fix a few hundred dollars issue that their employee has caused on my property? It is just very hard to believe a company that advertises giving their customer peace and comfort would cause stress and discomfort.Desired Settlement: I would like them to either replace my queen size bed frame with a new queen size bed frame or refund me the money for buying a new queen sized bed frame.

Business

Response:

There was an outside delivery company that completed this delivery. We did attempt to call the customer on Friday 3/7/14, at ###-###-####. One of our managers at the warehouse left a message, and has yet to hear back.

Review: On 5/4/13 I purchased Gel-M-F-HP. Boca Breeze Total 737.00 with in 2 wks collapsed Nightmare Began. Finally sent inspector out/continued-mattress collapsed-boxspring not put together MD to me inspector said everything was good/so I call inspector my self told him He called MD they said for me to come pick out another one/ on 6/6/13 MD Delienal AP825 ultra firm Boca Breeze. Told them it For a Bed Ridden Disabled Man. MD Said this is The Best Firm For that. 2 wks late Bed started Saging in middle. After another on with MD. They passed the Buck to Selic Poster Pedic. I called Company SPP-Debra-###-###-####-After a few calls told me to call MD Back and tell them they have a contract with them to honor it [redacted] From Corporate MD told me they will again waive inspection fees. Very rude inspector come out 2/11/14 [redacted] Integrated B.G. ###-###-#### confirmed mattress 2 1/2 inches middle. Box spring 1 3/4 [redacted] called me Rude unprofessional I feel treated I have 30 days to come pick out another one They told me I purchased their best called [redacted] ###-###-####

Be careful, I believe their mattresses are blems. Their Tempurpedic foam beds are ALL cut 2 to 2 1/2 inches short. Their website says the length can vary +/- 1/2 inch. They are misleading the public with false advertisement. The width is fine, the length is ALWAYS short. I purchased a regular king that measured 78", the same day I set up an exchange for a CA king. The CA king measured 81 1/2" 2 1/2 inches short. only 1 1/2 inches longer than the advertised length of the regular king. Bad news!

Review: I am a single, full time dad. I had my daughter tell me her back was soar and decided it was time for a new bed. We went to [redacted] where we have gone before for her brother on west shaw and they were closed. Moved. I saw it almost directly across the street. I thought? It is mattress discounters though. The sales man gave me a good deal. Was very nice. Even called me after I purchased it to tell me that tomorrow's delivery is coming from the store in visalia and that the mattress was on the show room floor so it may not need much to break in? He wasnt sure? I said fine. The queen size bed was brought into my daughters room and set up by there people. All went well. They set up the new queen size frame, box spring and mattress on 11/10/13. I called the store, which said I have to call their customer service at 888-233-0091. I informed them the bed was compoletely falling apart. The leg, wheel snapped off, the metal support bar was dipping down which had a crack in it, this caused the box spring to snap its supports. I laid on the bed when I noticed my daughter laying very odd on it and 2 more lound snaps and crazy spring sounds happened. I lifted up the bed and discovered it was all broken under the box spring. They said I had to wait for a guy to look at it. He couldnt come out til 1-7-14. After him calling me twice to get directions cuz he was lost, he did his assesment. I was told on 1-10-14 there was nothing under warranty. Call the manufacturer. I went to the store today, 1-11-14 to ask or let them know all I want is to exchange some bad merchandise. They said no. I spent over $1000 dollars for a queen bed, built for 2 adults, and somehow, my 11 year old daughter destroyed this bed inside of 3 weeks and they wont do anything about it? This is about the principle, not the money. I went right to [redacted] this morning and got a new frame and box spring.

Product_Or_Service: queen mattress set

Account_Number: invoice # [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like this resolved by refund now. I only wanted originally to exchange the faulty box spring and frame.

Business

Response:

Mattress

Discounters offers a 120 night comfort guarantee on all new purchases, however,

there are no refunds. All sales are final.

The

original purchase was in November 2013. The customer contacted our CS

department in mid December, and stated that the frame broke. He was unable to send pictures, and so we

scheduled a 3rd party inspection.

The

inspection showed the following:

The

mattress is sagging down 3-1/2” in the center, over the damaged area of the box

spring.

The surface

of the box spring sags down 3”. There are

bent grid wires and elements, and five cracked slats. Due to damage, not defect.

Metal

frame with three cross bards, five legs.

Cross rail at foot end is badly bent, and the wheel is broken. It took hard force to do this to the frame

and box spring

When we

informed the customer of the results, he refused to accept them. The customer

then showed up at the store, threatening, and making an overall scene.

At that

time, we decided it was best for everyone involved to end the business

relationship, and refund the customer. The refund was processed on 1-12-14.

Review: Promised delivery date, didnt make it and never called to make new date. Customer service didnt care and gave me new date. I had to initiate a call to find out what happened and when they would actually deliver.Desired Settlement: Would be nice if offered me an adjustment

Business

Response:

Greetings,Customer Service is not able to locate any purchase information by the first and last name given or the phone number given. May you list your invoice # so we may look into this?thank you

Review: I purchased a mattress and box spring from them at the end of August, they delivered it on 8/30 everything was good. We used the mattress for about a month, we noticed the box spring had an issue, we called them and they said it was normal for it to sag a little because of the weight. So we left it alone, we used it another month and we noticed that the little sag had become worse. We called them and asked to have an inspector come out and look at it to see why it was so bad. They came out, the inspector said he couldn't give me any information, that we had to wait for them to call us back. A few days later we get a call and they say it's not a defective product, we damaged it and they won't do anything. We just need to purchase a new box spring, we had called and reported it when we first got it. We went back into the store, the store manager said what was delivered to us they didn't carry, so he couldn't do anything about it. But they were the ones who delivered it to us. He gave me a model number for the product, which matched the product that was delivered to our apartment. The product wasn't even a month old when we noticed an issue and they said it was normal. When it broken a month later, they didn't want to take responsibility for it. We just want a box spring for our bed, we spent almost $800, it shouldn't brake from normal use in under 2 months. They keep giving us a different story each time we call them, this is not good business.My gf is pregnant and can't sleep on the bed properly because it hurts her back, we have moved the bed around the fix the issue some and it's not as bad. But still shouldn't have to deal with this.
Product_Or_Service: Mattress/Box Spring Set

Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Replacement
We just want the correct box spring for our bed, now that the broken box spring has been under 2 months we fear the memory foam mattress is also damaged, so we want that looked at/replaced if possible. Also want an apology from them for calling me a liar, their model number is clearly on the product they delivered which they told us they have never carried. We have wasted a lot of time and money trying to get this resolved.

Business

Response:

Initial Business Response

I missed this complaint as it was still being forwarded to another person in the department. She thought I was getting them as well, and didnt send to me.

We contacted this customer after a complaint on Facebook, and were able to get approval through the manufacturer for replacement of the box spring. We last spoke to the cusomer on 12/5, and scheduled the exchange.

Review: Mattress Discounters has sold me two defective mattresses. One of them was stained. The bedframe was squeaky and when I tried to have this replaced they at first tried to upsell me to a newer one. They did try to replace it but delivered the wrong size. After the second mattress was deemed defective, the sales associate told me in her own words "oh that's just the way these mattresses are. Sometimes you need to go through a few of them to get one that is not faulty." The finance department that they got me into charges well over 50% interest which was not properly states to me. They got me commited to a second loan for the returned defective mattress.After I finally had enough with this company I asked for a refund. The store associate told me they could only replace it and charge me a fee for that. I had to finally threaten them with the Revdex.com in order to refund the second mattress. They told me they would issue a refund to the finance department which would mail me a check and this has not been done and it's been well over a month. I called the store to find out the issue and they claimed they sent it but do not know for sure. The store manager claims she can only "email" corp to find out which I find strange. Now she is going on vacation and I still have no check. Even worse, they told me I'm on my own to fight the finance company which they put me in a loan with!I had many phone calls and in person discussions through out this entire process. This is by far the worst company in customer service, product, and transparency that I have ever had the misfortune in dealing with.Desired Settlement: I want my money back for the mattress.

Business

Response:

Dear Mr. [redacted],We are sorry about your frustrations with your purchase at Mattress Discounters. It appears a full refund was already granted on said product. The product was picked up from your home on 4-4-15 and refund was processed with progressive financing company, the company in which you chose to take a loan with. Unfortunately, once mattress discounters submits the refund with progressive we no longer have control of refunding the customers money back. The loan holder, Progressive processes the refund. Please contact progressive financing company to inquire about the payment due back to you, ###-###-####. Sincerely,Mattress Discounters

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I purchased a Tempurpedic Mattress from Mattress Discounters on [redacted] who is no longer located there on Oct 26, 2009. The advertising says 20 years warranty but I am having back, neck, arm pain after using it for only 8 years. I have put extra layers of padding on top of the mattress but I'm still having pain throughout my whole body rendering the bed useless for me to sleep in.Desired Settlement: I would like a replacement of the mattress since it is no longer useful

Business

Response:

Dear [redacted]Thank you for reaching out to us with your concern. We are sorry to hear your are not comfortable on your bed after 8 years. You are correct that there is a warranty on the bed. Tempurpedic requires their customer service to handle any warranty related issues. Please call them at [redacted] to start a claim. Thank you.

Review: My wife and I bought a mattress and box spring from mattress discounters store at [redacted] ###-###-#### from [redacted]. I picked it up from another store a few days later on February ** 2014 about 4 days later I returned to the store with pics of the mattress to ask [redacted] if the mattress pillow top should be rolling up. He looked at pics and said no it should not do that so I then I emailed him the pics which he emailed to his regional manager. He gave us a # To call for the warrantee claims and they will change it out. I called them as soon as I left store the warrantee dept. said the would get back in touch in a few days to set up the appointment date to bring out new set. They had not called back in a week so I called them back at this time I talk to a guy name [redacted] he said there was nothing in the computer on it. I tried to explain to him that I had called and he told me he could not prove that I had called. I asked to speak to his [redacted] he put me on hold and came back and told me he was to busy to speak with me then hung up on me. Two days later my wife called and spoke with a woman named [redacted]. She was very apologetic but wanted to charge us extra for delivery fee for them to bring us another mattress and to pick up the other one. After repeated requests to speak with her [redacted], She was finally transferred to [redacted] told her that she would waive the delivery fee and give us a store credit for the full amount of the purchase since the mattress we just bought had been discontinued and could not be switched out for another mattress the same as the one we purchased. She also told my wife that she would throw in a couple of pillows for everything that we had been through. A few days later, we went back the same mattress discounters store to pick out another mattress set. The set we had originally purchased was still there and [redacted] said that he had not heard that model was being discontinued. He called his warehouse and they were not aware of it either and even stated that they had over 20 in stock and more on order! When [redacted] called the warranty department they told him they were going to charge us a delivery fee and they were not going to give us the same mattress that we originally purchased because it was being discontinued. Even though the [redacted] had notes in the system about waiving the delivery fee and pillows, they did not want to honor that saying that she was not allowed to do that. We were in the store with [redacted] while he was on the phone with customer service and warranty for over 3 hours. They told [redacted] that were would have the new mattress in a week and they would call us to set up a time for delivery. That was one week ago today. Warranty department still has not called us to set up a time for delivery.Desired Settlement: We would like to have our new mattress set delivered ASAP!!! Customer service needs to get their act together and stop telling the customer different things on different days depending on what day it is! If one person tells the customer something, it should be honored no matter who else speaks to that customer! We are going on 3 weeks sleeping on a defective mattress that is starting to hurt! Our new set. Would be greatly appreciated ASAP!!!!

Review: on 2/**/13 we purchased a mattress from the Mattress Discounters in [redacted] on [redacted]. We didn't have the mattress but for about 5 months and it started sagging and failing. We went back to the store, they told us to call the 1-800 # and they would get someone out to take a look at it. Well, they did, the guy who came out agreed that something was wrong with it, he took measurements and pictures and sure enough they called us and said we could switch it out and said for us to go back to the store to pick one out. We did and even upgraded to a supposedly better one, had to add a lot of money to it etc. That one was deliver out to us on 2/**/14. Well here it is just 4/**/14 and both sides are sagging and it is just horrible, their mattresses are NOT holding up and seem to be faulty. We called last week on 4/*/14, again they said that someone would call to set up a date and time to come back out take pictures, measure and write up a report. Well no one to this day has called to do this and [redacted] has [redacted] bad and other issues and can't be sleeping on this horrible mattress. We feel that this company has totally failed us now on 2 accounts and we are to the point we would love to get all of our money back and just go somewhere else and get something. This company is a disgrace and we are so sorry we went there. We're calling this time and nothing is being done.Desired Settlement: We would like a full complete cash refund from this company asap please!! We figure the amount would be $518.65

Consumer

Response:

At this time, I have been contacted directly by Mattress Discounters regarding complaint ID [redacted], however my complaint has NOT been resolved because:

They sent out an inspector who measured the mattress and took pictures; however we haven't heard anything back in regards to this....we still have a VERY bad mattress and need this resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Mattress Discounters has been resolved. They told us we could get an exchange in which we did so to a much better mattress at no additional cost. We feel that was satisfactory as that is all we wanted, was a better mattress. We appreciate your time and assistance in this matter. Thank you!

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,