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BBB Accredited Business sinceAdditional Locations
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This company provides retail sales of mattresses and bedding products.
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A BBB Accredited Business since
BBB has determined that Mattress Overstock meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Steve Becker, Controller
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Lake Jackson, TX 77566 (979) 297-6922 Directions
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19751 Highway 59
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2600 FM 1764, Suite 180
La Marque, TX 77568 (409) 986-6300 Directions
312 Gulf Freeway North
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5233 Fairmont Pkwy
Pasadena , TX 77505 Directions
6215 Highway 6, Suite 300
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Additional Phone Numbers
- (281) 395-1180(Phone)
- (979) 297-6922(Phone)
- (281) 861-9404(Phone)
- (281) 558-2337(Phone)
- (281) 316-8383(Phone)
- (281) 232-9250(Phone)
- (409) 986-6300(Phone)
- (832) 688-9662(Phone)
- (713) 934-8212(Phone)
- (281) 261-1600(Phone)
- (281) 540-1372(Phone)
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BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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|7/26/2016||Problems with Product/Service | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: June 12 I visited this location to purchase a matress. After I conducted my business I was told if I find the same set cheaper he (mr.*****) would either adjust my price or the money would be returned. Well I found the exact same set brand new and cheaper, went back to overstock and that's when mr.***** told me about the no refunds no returns policy. But the thing is, the merchandise is not in my possession it is scheduled to be delivered at a later date. 1599.47 is exactly what I'm out of. And his response is, well I'll file the paperwork, but it's no guarantee corporate will refund it.
Desired Settlement: I would really like my money back. 1599.47 and we will be perfectly fine. Like i said, i went elsewhere for a product and received it the same day. Now this company will not give me my money back.
Business Response: I am issuing refund check for this customer today (6/26/2015) and will send it out this evening.
|5/5/2015||Problems with Product/Service | Complaint Details Unavailable|
Read Complaint Details
Complaint: This BBB complaint is being filed for initial product issues from July 2014 thru Jan 2015. Reason: Poor quality merchandise and possible bait and switch tactics. I walked into the Mattress overstock Store in **** ******** ** on July 5, 2014 to purchase a King Mattress top for my ****** **** ****** bed (bed type is important because there are few bedframes on the market that have better structure and supports than this bed). The store was not busy at all the day I went to look at purchasing a mattress there was just the salesman and a delivery/trainee guy taking care of the store. I have passed by this store many times and hardly see cars in the parking lot and I figured it was because the highway overpass cuts this business off but I finally had the opportunity in my schedule to test out some beds and make an informed decision. My fiance and I began to test the beds not worrying about cost because our goal was to get a comfortable mattress that would last us for years to come. The salesman asked us what we were looking for after he saw us quickly pass some beds and not others. I explained that we needed a supportive yet soft bed because I have hip problems and a hard bed causes added pressure on my hips which will in turn make them shift and soon I will be in need medical intervention for an alignment. He finally matched us ups with a ********* *** infused individually coiled mattress. It was all that we had asked for soft, supportive, comfortable, and allowed my hips some added dense material to be able to maintain my alignment. We went to our storage unit picked up our enclosed trailer and purchased/picked up the mattress and cover that day. After hauling the large king mattress upstairs and placing it on our bed we tried it out for the first time. From the time we picked up the mattress I wondered in my mind how I would ever truly know that there was a gel in the foam that would indeed make the bed cooler in temperature. But I was willing to try because cutting into a brand new mattress just to investigate you are getting what you paid for is not an option in our society. IT WAS AWEFUL..HARD AS A ROCK and when my fiance lies down near me (he is not a large man) he rolls into me and if I allow him to sleep near me I lie awake counterbalancing!! So the next morning Sunday I went back to the mattress store to RETURN the mattress because it was not the same comfortable bed that we had spent time picking out in the store. The sales manager was not helpful at all in dealing me and my fiance. I was treated like I had just purchased a mattress from a thrift store where there are no returns/no guarantees and we got our sale so there is nothing you can do about it. My fiance expressed how the bed being as hard and uncomfortable as it was made his back hurt really bad. The sales manager told us we could not return the mattress and we would just have to live with the pain another week or so to get adjusted. That day we requested the phone number of the district manager and left a message. Monday we did receive a call from the district manager and of course they said we could not return the mattress but we could upgrade (that sounds like a tactic in itself). My fiance was out of town most of the weekend so he did not sleep on the new mattress. I have spent several weeks trying to track down the manager and get some kind of resolution to this problem. The manager finally called me on the 2nd week and I told him that I would stop by on my way out of town when I got off of work to discuss how they were going to make this purchase right. I stopped by and spoke to the manager Darrell and he said that maybe I received a defective mattress that mattresses arent perfect they are made by people he showed me 2 new mattresses that had just come in and told me that he would put them on the frame where the sample mattress was so that I could test out the replacement mattress I was going to get and I could initial the tag that would be delivered to my house as an exchange for the defective mattress I have. The following week when I got back in town when I called and talked to Darrell and he informed me that he no longer had mattresses in stock for me to test/exchange. I went into the store with my fiance again for us to test another mattress out and the manager was out on vacation (I am disappointed he did not mention that to me when we discussed trying next week). I talked to the employee that was covering his shift and of course there is no one else that has the authority to make my situation right. Every time I went back to the store I laid on the floor sample that sold me in the first place..it is amazingly supportive, soft and comfortable. It makes me horribly upset that all I do is work every day at a stressful job 11 hours a day and sleep for 6 on a $1,000 mattress that is not comfortable and aggravates the arthritis in my hip when I sleep on my side. I spent almost 2 months in a bed that I wanted to return to the store the next day; it has not softened up or become any more comfortable or even comparable to the floor model. Many times my fiance and I have slept in our guest queen bed when we really need a good nights rest.Finally after 2 months of constant contact with the **** ******** ** Mattress Overstock location I received a replacement bed from the store that seemed to more appropriately resemble the floor sample that I i$nitially purchased. Now my issue is that after 4 months of sleeping on the replacement mattress it is dipping where both my fiance and I lay down. Both he and I are average build/size. Since the mattress has failed by way of quality support I sometimes lie facing the other direction at the foot of the bed in an effort not to compromise my hip alignment any more than it is currently. Mattress are built to last years and my replacement mattress has not lasted 4 months of sleeping. My fiancee has made several attempts to call the store and mattre
Desired Settlement: 1) Full refund of mattress (I am willing to negate the fact that because of my mattress purchase at Mattress Overstock **** ******* I am out the $100+ purchase of the mattress protector along with the $180 worth of new box springs that I was coerced into purchasing when the first mattress sold to me was admittedly defective)2) Upgraded mattress replacement (At this point I don't have faith in the quality of the product sold and would prefer this to be the last option of resolution)
Mattress Overstock can facilitate the warranty process on behalf of the manufacterer but must first be cerrtain that what she is experiencing is, in fact, a defect and not just normal wear or body impressions on the surface of the mattress. We do this by enlisting the services of an independent inspection company trained in identifying specific traits of product failure. The cost for this inspection is 99.00 and is non-refundable. However, should the product, in fact, be defective Mattress Overstock will deliver new product to the customers home and pick up defective product at no additional cost to the customer. If customer in this case is interested in utilizing this service she can contact the manager at the store where purchase was made and he can help her schedule the inspection and get that process started.
Better Business Bureau:
"Delivery fee would apply"...1} My fiancée and I have already spent our first 2 months with the WRONG mattress and one that put us through many sleepless nights and hurt bodies
2} we waited for our bodies to adjust to not only the wrong mattress but a mattress that forced us to roll into each other from the first day of purchase
3) we purchased 2 brand new box springs to combat the rolling into the center of the bed to avoid the nightly struggle of counterbalancing (unnecessary UPsale for Mattress Overstock). Purchasing the 2 brand new box springs did not solve the defect in the mattress.
4) after 2 months of struggle finally received a replacement mattress and within 2 months noticed body denting which has forced me to sleep some nights at the foot of the bed nestled near my fiancees MAN feet.
Mattress Overstock will replace a defective mattress with an equal product...1) Considering that I will have already gone through 2 defective mattresses in 6 months time; I expect that Mattress Overstock would offer an upgrade. It was never my intention to request an upgrade however it is my fear that if I get a 3rd mattress it will show early signs of wear and defect.
I did not purchase a low end mattress and felt assured with my purchase when the store manager pointed out that the company has an A+ rating with the BBB. I want nothing more than to resolve this issue quickly. All I want is a mattress that is comfortable and doesn't break down due to inferior product components.
Please let me know if we can work something out.
Inspector was sent to customer's home free of charge and it was determined that mattress does qualify for warranty replacement. Customer will work with manager of **** ******* location to find suitable replacement mattress and exchange will be scheduled free of charge.
Read Complaint Details
Complaint: I purchased a mattress at the League city location around the end of 2013. At the time, I purchased the bed metal bed frame but on the same day of purchase talked to manager and specifically told them that I did not need them and to make sure they were not delivered. After delivery, waited on refund amount of $50 and sice it did not arrived talked to the manager to handle issue on several occasions. To this date I am still waiting on $50 refund.
Desired Settlement: Refund my $50.00. Tired of waiting and talking with no resolution.
Business Response: I was able to research this matter and talk to the manager involved. It seems that while the customer did call the manager and claim the un-needed frame was refused at the time of delivery and sent back with the driver, the paperwork does not support this claim. Customer signed delivery receipt line for line as all items received including the frame (see attached signed delivery ticket() , which prevents us from cutting a refund check off of that item. I am willing to take the customer at her word in this case and issue a refund for the frame. If she can confirm that the address on the invoice is still valid I can send check to that address and resolve issue. Thank you.
refund check was cut and sent to customer. check info is:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Received payment. Thank you.