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Start With Trust®
In Northeast California

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Mattress Discounters 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.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Mattress Discounters include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 41 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

41 complaints closed with BBB in last 3 years | 12 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 1
Delivery Issues 1
Guarantee/Warranty Issues 6
Problems with Product/Service 32
Total Closed Complaints 41

Customer Reviews Summary Read customer reviews

1 Customer Review on Mattress Discounters
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

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BBB file opened: December 01, 2002 Business started: 12/01/2002 Business started locally: 12/01/2002
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Bureau of Home Furnishings and Thermal Insulation
4244 S Market Ct Ste D, Sacramento CA 95834
Phone Number: (916) 999-2041
homeproducts@dca.ca.gov

Type of Entity

Sole Proprietorship

Business Management
Ms. Liz Pineo, Customer Service Manager
Contact Information
Principal: Ms. Liz Pineo, Customer Service Manager
Business Category

Beds - Retail Mattresses

Products & Services

Mattress Discounters carries a large variety of mattress models, decorative wood and metal headboards and bed frames.


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Additional Phone Numbers

  • (209) 951-3107(Phone)
  • (916) 638-7077(Phone)
  • (209) 478-8896 (Fax)
  • (209) 656-8935 (Fax)
  • (209) 835-7614 (Fax)
  • (916) 735-1388 (Fax)
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Complaint Detail(s)

5/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress under a 120 night trial period as advertised. It states in the store 120 night comfort guarantee or it can be exchanged hassle free. The cost of this purchase was 7,124.97$. The purhase date was 11-13-13. The mattress was delivered on 11-16-13. On 3-3-14, I returned to the store to see about an exchange because I did not feel any benefit from this expensive mattress. The sales person on the floor was new and did not know the procedure. He called a manager and the managers first question was, is it within the 120 nights. which it was because it came up on the computer. He then informed me that I could exchange for a mattress of equal or greater value. This was not told to me when I purchased. I said if I did know this up front, I would not have purchased due to the purchase price. I am basically gambling 7000 dollars on a bed. He agreed. I was then told it would be up to the sales person to make the exchange for less. He was supposed to be in the store on that Wed. I returned only to find another person that I explained the situation. I totally got the run around, and was hung up on the phone with customer service. They claim this policy is on paperwork we signed. However,that paper is a receipt of proof of purchase. I should have been made aware of this policy before. I stated that I was putting my trust in that sales person to treat me fairly and more importantly honestly. 

Desired Settlement: I would like a different mattress of my choice and be refunded the difference in price.

Business Response:

Mattress Discounters has a 120 night guarantee, however, it is correct that all sales are final, and refunds are not approved.  The policy on our exchanges is posted in the store, and on the customers paperwork.  There is a 10% restocking fee, a 49.00 re-delivery fee, and the exchange must be for equal or greater value. 

I have attached a copy of the invoice showing this. 

When the customer came into the store to talk about this exchange, we verified where the info was placed in the store, and on his copy of the invoice. 

Consumer Response: I am rejecting this response because:

 
First of all, the policy posted was approximately a 6 x 6 placard on the checkout desk, behind the computer screen.  It was clearly not visible and not shown to us prior  to our purchase.  Only when we requested to return the mattress, this placard was pulled out from behind the computer screen for us to view.  
 
Secondly, our signature is not even on the paperwork that was sent.  If you read the paper that states their policy, it says at the top "Thank you for you Purchase."  The information on the policy was not presented before the purchase, but after the purchase.  Even after the purchase it was not explained to us.
 
Let me reiterate, if I was aware that I was spending $7,000 on a trial period to see if this was going to help my sleep issues and if it did not work that I was stuck with the $7,000 price tag, I would have walked out the door.  Everyone that I have talked to on staff understood my point and agreed.  I rely on a salesperson to be upfront and honest with me with doing business.  This was clearly not the case.
 
Thank you,
*** ****

Business Response: The paperwork attached were only copies.  The originals are at the store location.   When the customer came back into the store to discuss this, he acknowledged that he had seen and recived that information, but hadnt read it. 

Consumer Response: I am rejecting this response because: The copies they presented whether or not they were originals still had no signature and the exchange policy was on the proof of purchase which in my mind is after the fact .  I was never informed of the exchange policy being of equal or greater value prior to my purchase.  How hard is this to understand?  I WOULD NOT HAVE INVESTED OR RISKED  7000.00 $ ON A TRIAL PERIOD.  I WAS TOTALLY MISLEAD AND CANT BELIEVE A BUSINESS SUCH AS THIS IS ACTING IN SUCH A MANNER.  EVEN WHEN I WAS TOLD TO CALL CUSTOMER SERVICE AT FIRST, I WAS TREATED DISRESPECTFULLY AND HAD THE PHONE HUNG UP ON ME.   

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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. ****** 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.  

 
Any time our drivers cause damage to a home or product, we would normally ask the customer to get the cost of repair/replacement.   We ask this so that the customer can choose who they want in their home, if a repair is to be done there.   If the item can be repaired, we are happy to cover that.  We have a process to determine how the damage occurred, if it was noted at the time of delivery, the drivers statements, and the statement from the person who signed for the delivery.   
 
We haven't yet been able to determine how the damage to the frame occurred, as none of the product delivered shows signs of any damage.  

Consumer Response: I am rejecting this response because:

I have not received any calls from any warehouse manager.  There was never a message left on my phone.  ****** their representative with email *****@sleeptrain.com was the only person I spoke to when I contacted them.  That day, ****** suggested to me to use wood glue to fix a chunk of broken queen size bed frame,  which is absolutely crazy.  She also suggested I hired a handyman, but a few minutes after that conversation she called me back saying that it's not her or Mattress Discounter/Sleep Train's problem now, and pushed the blame to a third party delivery company's problem.  She stated that the third party would contact me--which by the way they never did.  I have neither received a call or a message from them after talking to ******.  I provided Alex and ****** (both are Mattress Discounter/ Sleep train employees) with a picture of the damage done the very moment I discovered it.  This was but a short time after the driver drove away, and I went to put covers on the bed.  After waiting for almost a week, I felt helpless and with no recourse but to warn others about what has happened to me.  If the company doesn't want to take responsibility  for damages that their hired hand, supposedly a third company, has caused on my property then that is fine--at least I know that I have done my part in warning others of what will happen when they deal with your company. It is not my point here to seek extra money from your company.  To take credit when it is earned, owning responsibility and making restitution when you are the one at fault.  If I can spend thousands on your company, then it is no problem purchasing a new queen-sized bed frame to replace my damaged one.  Money is not the issue here. Rather, it is owning responsibility.  Even if you simply send a worker to come by and fix the broken bed frame, or send a replacement queen size bed frame from your own company--then that would be honorable and acceptable. The point is that you as a well-known company should stand by your words and actually do something about the damages. 

Sincerely,

Mary Fung

Consumer Response: I am rejecting this response because I have not received any phone calls.  I am not sure why we are playing phone tag, but I did leave a message for Alice.  Hope to hear from her soon.  Thank you for your time and understanding.  I will give Alice a call on Friday again if I don't hear back from her today. 

Sincerely,

**** ****

Business Response:

I understand that Alice has spoken to Ms. ****, but do not know the context of the conversation.   

Alice is the  main contact for any further questions regarding the claim for Ms. ****, and her direct line is ###-###-####.  While we have repeatedly called the customer at ###-###-####, we often are stuck leaving a message.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: DO NOT BUY ANYTHING FROM THE TURLOCK STORE!!! I have been lied to and treated like trash by the rep that should have tried to help me. I bought a simple mattress and it was sealed in double plastic. My wife did not approve of my purchase because the quality of the mattress was very poor and thin. I admit I did not shop around like I should have. When I bought the mattress, I asked the sales clerk if I could return the mattress if it was not the rights one, style, color ect. The clerk said I could return it. Well I went home and sure enough my wife hated it. The mattress remained in the original plastic and I brought it in to return it two days later. A different sales clerk barley acknowledged me when I entered the business with the mattress and when I said I needed to return it she be became cold and curt. I asked her for the person who was her supervisor and she refused to give me the person's name or contact number. She finally told me I had the customer service number on my receipt and I could call them even though it was clear I wanted to talk to her supervisor. Well long story short all sales are final even though the first clerk said I could return it. Now I am out $125.92. I left the mattress in the store and we will never do business with this company again. I urge all of you to avoid this store and this company. Sincerely ***** *****. If you need names of you staff please contact me.

Desired Settlement: please refund my purchase price.

Business Response: Although all sales are final at Mattress Discounters, we did approve and process a refund for this customer on 3/31.  The check should go out from our Corporate offices on 4/4.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint involves product issues and service issues,Wife and I purchased a memory foam mattress, it was stated it was a closeout model end of year mattress but was brand new!not floor model or anything brand new!!Got it delivered 1/26/14, delivery went fast and no problems,upon opening plastic on mattress noticed numerous hair strands on bottom of mattres,delivery had already left. I imediatly called the store were i had purchased it and told the clerk about the problem! She thought maybe it was the wrong mattress and we all rechecked the numbers on bed and reciept it was the right one, It was one of returned mattress that i recieved so it was used!!! I was told at time of purchased it was a new mattress!!!They refuse to give refund or exchange! They gave me cover for the mattress!!They stated it was a clearance mattress they are as is no refunds period! I was told at the time of purchase that since the bed was a closeout model there would be no returns in which I had agreed but that was for a BRAND NEW! CLOSEOUT MODEL, not someone elses returned as-is mattress!!!! We spent over a $1100 on a used returned mattress when again it was supposed to be NEW!! We are now forced to sleep on this bed, our old one was removed, I refused to sleep on it the first night but a person has to sleep!! UCK!! I would have never ever purchaed a returned mattress knowingly..

Desired Settlement: DesiredSettlementID: Refund All we wanted in the first place was a new mattress,A full refund was the first option so we can go elsewhere,Or a New comperable bed trade that is new!!!

Business Response:

On 1/24/14, M*. ***** visited ou* Matt*ess Discounte*s sto*e in ********. 

While Matt*ess Discounte*s p*ima*ily sells new p*oduct, we do offe* clea*ance models, and floo* models.  Matt*ess Discounte*s has a 120 night comfo*t gua*antee on all new pu*chases.  Matt*esses that a*e *etu*ned unde* that gua*antee a*e sometimes sold as clea*ance, fo* up to 50% off of the *etail p*ice. 

M*. ***** pu*chased a clea*ance Sealy Radiance, Easte*n King matt*ess, as well as a matt*ess p*otecto*.  I have included the o*iginal pu*chase invoice, showing that M*. ***** signed a copy of the invoice, acknowledging that he was pu*chasing a clea*ance matt*ess, and that the*e would be no exchanges, *efunds o* *etu*ns. 

The custome* was advised at the time of pu*chase that the matt*ess was g*aded as a B, with some mino* scuffs.  He was also advised that if he was not satisfied with the condition of the matt*ess, that he needed to *efuse the delive*y. 

The matt*ess was delive*ed on 1/26/14, and was signed fo* in good condition. 

The custome* contacted the ******** store on 1/27/14, and stated that there was what appeared to be hair on the mattress.  He stated that he had seen in when the delive*y team was the*e, but signed fo* the p*oduct *ega*dless.  Due to the inconvenience, we offe*ed the custome* one of ou* premium mattress cove*s to *eplace the basic cove* he pu*chased.  

At this time, we a*e unable to offer any type of exchange, or return.  Please see the attached signed invoice acknowledging the pu*chase, as well as a copy of the delivery confirmation.  

Consumer Response:

I am rejecting this response because:

Sincerely,

****

The businesses response is false!,The day of the purchase sale rep ***** ********* helped us and specifically told us the mattress we had purchased was a clearance model yes but it was not a GRADE  B mattress this is the first time I heard this rating of the mattress. never was told that we were assured it was a yearend model closeout (clearance)! It was a brand new not returned product, but may have scuff from being in the warehouse which my wife and I had no problem with as long as it was a NEW MATTRESS!, and was also told that there was no returns because it was a clearance model but was reassured it was an NEW MATTRESS!!

Why in the world would I be complaining about receiving a returned mattress when as they say I knew that what I was getting!! We would have never bought a returned MATTRESS, now we are stuck!!

It is also false that the first time I had contacted the store was the following day.  It was 7mins after delivery. delivery was 1:39pm 1/26/14 first call was 1:46pm to  the store that I had found hair on mattress and asked if this was a used mattress and talked to ***** one we bought from said it shouldn't be let me check called again at3:48pm and that when we were told it was a returned mattress I have phone records that prove that it was not the next day!! We never even slept on it that night!!! Then there other defense is I should not have accepted delivery, First of all we were expecting a NEW MATTRESS!!!! and it was all wrapped in plastic buy the time we had unwrapped it the delivery crew had gone!!! If you look at timeline  1:39 was delivery time they took old mattress dropped this of and left I called 7mins later at 1:46 pm after it was unwrapped!!!

I don't know if this practice is normal for them but we were sold a product that was falsely represented,Once again why would I argue about a returned mattress if that's what I knew I was getting doesn't makesence,

The Mattress was REPRESENTED AS A NEW MODEL YEAR CLOSEOUT!!  Plain and simple not GRADE B!!  They can say what they want the TRUTH IS THE TRUTH!!! screw the customer I guess..

Business Response: The conversation that took place at the store is not something that can be verified, the only thing i can go off of is what was signed, and noted.  I can see that the customer signed acknowledging they were receiving a clearance mattress, and that they also signed for the product when it was delivered.  The notes for the mattress mention only a small scuff mark, which is what the store would have seen as well.  Because the product was signed for, the customer accepted it, and it cannot be returned or exchanged.  

 
 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife & I exchanged our mattress under the warranty for a new one due to a defect on the original And bought separately to the warranty a Movable Ergo plus base total cost $2598.00, unfortunately this had to be returned due to the exposed electrical/mechanical movable parts which caused a massive concern towards my cats who sleep under our bed? The mechanical equipment was not explained to us at the store and the manager Michael ****** Did Not have a floor model or stock photo to show us so basically we went on his word? Mattress discounters Returned the base to their warehouse and a regular conventional base was purchased instead, The following day to my disbelief customer servicers told me im only entitled to a store credit as we Don't give refunds and 30 days to use it or lose it, this was a blatant bullying attempt forcing us to use The credit in question, Return policies were in NO way explained to us when we originally bought the item or are they advertised Anywhere in their showrooms including brochures, pamphlets or flyers, see attached photos, info, Receipt Even our receipt clearly doesn't mention the movable Ergo plus base is nonrefundable and only mentions the warranty on the exchanged mattress which is a completely separate item that we are very pleased with. 
Our attempts to view our safety concern towards the mechanical base has fallen on deaf ear, As if this was explain initially to us we wouldn't be in this predicament, ironically afterwards we received A voicemail off Mr. ****** acknowledging the danger aspects of the base, (in his own words below) 
"Use the base with caution around small animals & children" 
a problem that could escalate into a Lawsuit in the event a child losing a finger due to exposed Hydraulics (this voicemail I still have) 

Desired Settlement: My wife & I are appalled how we've been treated from such a huge franchise and would like our Money Back, just like their furniture was returned in good faith. 
Yours sincerely 
**** & ***** ******* 

Business Response:

Please see the details of our interactions with Mr. ******.   The customer originally had a warranty inspection in September.  We were working with Simmons to get the mattress covered under warranty, and the exchange was created in November 2013.  The customer decided to upgrade on their warranty exchange, and purchased two adjustable bases as well. 

Mattress Discounters has always had an” All sales final” policy.  We offer a 120 night comfort guarantee, for an exchange only.    This is detailed on our invoices, and was stated to the customer several times.

The customer contacted us after the new mattress and adjustable bases were delivered.   He was not happy with them, and on 12/17/13, we approved an exchange for him.  At that time, before the exchange was even created, we informed him that he would need to use all of his credit, as Mattress Discounters has a no refund policy.  This was reiterated several times during the conversation.

On 1/6/14, the customer contacted our Customer Service department, and stated that he was not ever told he couldn't receive a refund.  We went over the notes and even played the call recording from 12/17/13 where the customer was verbally informed of this.

We have sent the customer copies of his invoices, and shared the recorded calls with him as well.  He was informed prior to making this exchange that no refunds would be issued.  If the recordings are needed, please contact me so that I can send them. 

Consumer Response:

I am rejecting this response because:

my argument isn't that I was told I cant have a refund its when I was told!

at the return of the two ergo plus bed bases I was then told no refund only store credit!

this was never explained to myself or wife at the time of purchase nor is it stated on my receipt,

in the store or on the bed base literature I mailed in to the BBB along with store photos clearly

NOT showing any signs stating 'ALL SALES FINAL' or stating 'NO REFUND POLICY' (I have attached these photos)

 

the ergo plus bed base was a separate buy and had nothing to do with the exchanged mattress,

my original receipt clearly states the shop policy of my mattress exchange but does NOT state any

policies (i.e. non refunds, all sales final) in regards to my new purchase of the ergo plus bed base

which I financed through 'Progressive' ref: 1******, maybe both items should have been listed on

separate invoices?

 

we have been very fair towards mattress discounters spending nearly $1000.00 extra on just bedding!

but we physically don't need anything else we have no other rooms to fill with furniture so basically

were left with $2524.35 of store credit we can NEVER use! were not rich people just a regular hard

working couple who simply cant afford to loose this amount of money.

 

on another note were totally willing to work with mattress discounters if there was anyway they

could transfer this credit to any customer willing to spend this amount? and as a good will gesture

to the customer we would only require $2400.00 refund therefor giving the customer an extra $124.35 on us,

we have offered same deal to friends & family but unfortunately none are in the market for a new bed,

I trust and hope we can come to an amicable agreement.

kind regards

**** & ***** *******


Sincerely,

*******

Business Response: As of 10/11/13, all of our locations were required to post the attached signage per CA law.  I have attached two pictures showing the Antioch store that this transaction was completed at.  One is a picture of the counter where the register is, the other is a closeup of the sign.

 
I have also included a copy of the invoice showing our policy.
 
Mr. ****** was informed PRIOR to making an exchange that he would not be eligible for any refunds.  Knowing that, the customer called back and decided to go forward with the exchange regardless. 
 
on 1/6/14, after several conversations with the store, the customer contacted our Customer Service department, claiming he was never told that he wouldn't be able to get a refund.  We were able to play the call from 12/17/13 where he was informed of this.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ********* From Corporate MD told me they will again waive inspection fees. Very rude  inspector come out 2/11/14 **** Integrated B.G. ###-###-#### confirmed mattress 2 1/2 inches middle. Box spring 1 3/4 ********* 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 ***** ###-###-####


Desired Settlement: I would like $1,513.00 so I could go buy another mattress/Box spring else Where. Admit/no refund

Business Response: While all sales are final at Mattress Discounters, we do offer a 120 night comfort guarantee.  After that time frame, the mattress is protected by the manufacturer warranty only.  We help facilitate the warranty process for our customers, but are bound by the rules and requirements set forth by Sealy.   Some background info:

 
5/4/13- Original purchase.  Sea;u 
5/22/13- Customer called our CS warranty department.  The customer wanted to utilize the 120 night guarantee, but was refusing to pay the associated fees.-  Please see policies listed with the invoices attached.
5/23/13- Our CS warranty department decided to schedule an inspection, as it seemed that the box spring had broken.  The customer was informed at that time that there was normally a $50.00 inspection fee, but that we would waive it this time, based on the short amount of time they had the product.
5/30/13- the inspection was completed on 5/28/13, and showed that the center cross rail had detached from the head end of the box spring.  As a result, the box spring was sagging 1-3/8", and the mattress followed the sag, at 1"  We spoke to the customer, informed her that the box spring would be replaced, and that there should not be any further issues with the mattress.  Customer asked about a refund, and was told that all sales are final at Mattress Discounters. 
5/31/13-  The customer spoke with our District Manager in San Diego, ****.  The customer wanted to exchange the mattress under the comfort guarantee, but was again refusing to pay the restocking and delivery fee.  **** agreed to waive the fees, and explained that this was a one time approval, and that any future fees would apply.  
10/28/13- Our CS warranty department received a call from Sealy Customer Service.  The customer attempted to file a warranty claim with them, and Sealy asked us to follow up.  
10/29/13- We contacted the customer, and sent out the warranty questionnaire 
10/29/13- the customer called back, and asked about the 120 day comfort guarantee.  We informed her that it had since expired, but that we were would be happy to move forward with the warranty claim for her.
 
2/6/14- The customer called our CS warranty department.  She spoke with our manager, *.  Customer had to ever called back or returned the warranty info needed to schedule an inspection.  Went over Sealy's warranty requirements with the customer.  Although the customer verbally acknowledged back in May 2013 that she would be responsible for all future inspection fees, she was unwilling to admit this, and refused to pay the required fee.  In the interest of closing the complaint, we waived the fee one last time.  Customer agreed that she would be responsible for any future fees, delivery, restocking, or inspection.
2/12/14- The inspection was completed on 2/9/14.  We called the customer to let her know that both the mattress and box spring were found defective.   Under the warranty, Sealy will provide a replacement of comparable quality at no additional charge, however, the customer is responsible for any delivery fees associated.   We explained that if she did not want the comparable product, she could use what she paid originally towards a different mattress set in the store.   
The customer decided that, although she had already agreed twice that she would be responsible for any fees, she didn't want to pay the delivery fee to replace the defective product.  We explained to the customer that we have already waived fees for her 3 separate times, and that it would not be done again.    There is a $49.00 delivery fee for this warranty exchange, if the customer wants our drivers to deliver it. 
 
We have created two new invoices, which I included, for the exchange of the mattress and box spring.  They will be active for 30 days only.  
 
Attached:  Invoices and warranty card from Sealy.  
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 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.


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.


Business Response: We have provided this information on a copy of the customers invoice.  It is also saved in the customers purchase information, should there be any further issues.  

Business Response: We have provided this information on a copy of the customers invoice.  It is also saved in the customers purchase information, should there be any further issues.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 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 ******** **** 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 ************ this morning and got a new frame and box spring. Product_Or_Service: queen mattress set Account_Number: invoice # *********

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The mattress I bought less than a year ago is unusable and these people rudely will not refund my money and wont exchange it without me paying more I purchased a new mattress from the store on churncreek about a year ago they brought me the wrong mattress to begin with then charged me another delivery fee to exchange it for the one I bought, then the one I got deteriorated and was severely dipped after one month. I had them come out to look at it and they said it wasn't bad enough that I would have to wait. They said I could wait 90 days and call again. I called and now they say I have to pay a fifty dollar fee to have them come out and check the mattress again to see if it has gotten worse but if it is stained at all it will void the warranty. I have done my part and now am faced will losing 1300 dollars I am a disabled person with a broken back and I now have to sleep in my ******* chair in the living room because the bed hurts my back and I cannot get out of bed once I am in bed. This has been a most ridiculous situation. They should just come get this mattress and give me my money back. I don't want another mattress to hurt myself on from them. I want to cry there representative ********* ****** was no help at all and was mean to me and made me feel like I had done something wrong. Last I remember I am the customer that went to them with a smile and a fat wallet so I could get the very best bed I could find for the money and they let me completely down.

Desired Settlement: I think after two mattresses that have the same issues I just want a refund and after being treated like a substandard person because I am the customer I would prefer not having to deal with this company ever again

Business Response: Business' Initial Response
After the 60 day comfort guarantee provided by Mattress Discounters, the mattress is protected by the manufacturer's warranty. Serta is the warranty provider in this case. We facilitate the warranty process for our customers. The most recent inspection in August 2012 did not show any defects, per Serta's warranty guidelines. The customer contacted us again in March 2013. We attempted to begin a warranty claim, however, the customer stated that the mattress is stained. All manufacturer's reserve the right to invalidate the warranty if the bed is damaged, abused or soiled. When products are returned under warranty, the manufacturer takes them back to the factory, and tears them down to see how the defect happened. When a mattress is stained, it becomes a sanitary issue. We did tell the customer that if she was able to remove the stains, we would be happy to move forward with the claim.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I may have said it my mattress might have a small water stain that I wasn't sure and after close inspection of my mattress I have found no stains at all just a dilapidated lumpy deteriorating foam mattress with loose material and unusable to sleep on. I was offered another inspection at the cost of fifty dollar which I refused to pay as I already paid 1300. dollars in costs for this mattress and the mattress itself I think was only 900 dollars. so an additional 400 in costs was incurred. I believe when I called the company the first time with my complaint and the mattress was new something should have been done instead they sent some stranger to my house who took pictures and measured and said "Well I am so sorry, looks like it isn't failing bad enough for us to do anything." however he did admit it looked bad and it didn't seem right to him. I am a disable individual who just wants a good night sleep I went to at least 6 stores before selecting what I thought was the best product and well it is just appalling to me how I have been treated by the "customer service" department regarding my purchase I am just OUT OF LUCK I guess. I cannot use this mattress so I sleep in an easy chair at night until I can afford a new bed. This is a shame. Customer service used to mean something not any more I guess. I would be happy if they came and picked up my bed it is just taking space that I cannot use I have arthritis and am in pain a lot and the only thing that will make it better or go away is a firm mattress this mattress is a sunken cruddy mattress that I must literally climb in and out of everything sinks to the middle and with a ten year warranty one would think it would hold up better and well they are not backing their product they are just assuming I am the bad guy in this and I gave them my business and trust to do the right thing and My money. I guess live and learn. I don't have another fifty dollars to spend for them to lie to me or not do anything in addition I don't know who they are sending to my home. I wish they would just come get the thing and well I wish they would just give me my money back so I can purchase another quality bed elsewhere. Thank you

Business' Final Response
I did pull the recording of the call for this to verify the information. We are not attempting to lie or not assist the customer. The customer states, "there are some water stains, theyre not huge". We did offer to schedule the inspection, but advised the customer to clean the stains prior to that, so that she wouldnt lose the warranty.

BBB's Final Determination: Complaint was resolved through BBB Arbitration

1/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: They refused to do anything towards the problem with the bed without extra payments to them for inspection. The bed is under 10 years warranty. Serta P Sleeper with Grady firm with full bedframe was purchased on 11/24/12 from Matress Discounters, slaes man ***** ********* with invoice no#XXXXXXXXX for a total of $640.00. Few weeks ago I noticed the bed squeaks a lot.The noise got louder and I called the shop to report it.They asked me to call their customer Service.Customer Service asked me to pay them on the phone $50 none refundable servcie fee for an inspector to visit the bed.However it is not even confirmed that they will change the faulty bed frame since she told me it depends how much noise it is making!! The mattress and the frame is not even one year old and they offer 10 years warranty. I have read all the papers and warranty booklet that they attached to the receipt and there is no word mentioned in it that warranty policy for any inspection requires $50 service fee and the sales man also never brought it to our attention. They did the same thing with us with another mattress that we had purchased from them a few months ago. It also was under warranty, and the mattress had a dent, they asked me to pay $50 for inspection and I did pay and the inspector reported that the dent is not deep enough for an exchange.Now they are asking for another $50 to tell me that the noise of the bed is not loud enough to exchange the frame. This is a pure high way rubbery. The worst customer service that I have come acrossed. We have purchased a total amount of $3000.00 products from them and they treat us like this.

Desired Settlement: They should come and exchange the frame and box that is squeaking a lot when one moves on top of the mattress or sits on it. It is under warranty and if there is a problem they should replace it without any hesitation and not to extort more money from the customer for checking the problem.

Business Response: Initial Business Response
Mattress Discounters offers a 120 night comfort guarnatee. After that time frame has passed, the mattress set is protected by the manufacturer's warranty. Mattress Discounters helps facilitate that process, however, we are bound by the requirements and guidelines of the manufacturer's warranty. The 50.00 inspection fee was discussed originally back in June of 2013. After pulling the recorded call, which occured on 6/19/13 @4pm, I was able to see that the customer had been informed about the 50.00 inspection fee for that inspection request, and any further inspections. If the mattress is found defective per the manufacturer's warranty, that fee is refunded to the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a bed on July 7, 2013. On July 11, 2013 the bed was delivered and set up. Approximately two days after the bed was delivered, my daughter and grandson started getting bites on their bodies. Finally, today, July 19, 2013, enough was enough. My daughter found bed bugs in the shower. My daughter contacted Mattress Discounters this morning and spoke with ****. He said that he would call her back. He said he had to speak to the warehouse. **** called back and said that the warehouse said they had this problem before and that it is usually caused by the frame being shaken. It should be noted that the frame was purchased around Christmas and that prior to the new bed arriving there has been no issues. No issues when moving the old bed around the room. No issues flipping the old mattress. No prior issues. When I woke up, I work nights, I called Mattress Discounters and spoke with ****. He said that he had spoken to my daughter this morning and that there was no way that the bed arrived with bed bugs. That essentially it is my problem. So now I am stuck with an infested room and bed and Mattress Discounters will do nothing to rectify it. I will incur the cost of Terminix to treat the room and hope that all the bugs are killed and not spread throughout the house. Presently, my daughter and grandson can no longer sleep in that room.I called the toll free number on the Mattress Discounters site (X-XXX-XXX-XXXX) and spoke with *******. She said the toll free number was good for only Virginia and Washington DC. Why is it listed then? Product_Or_Service: bed & box spring (Francisco Plush/Sealy Promo Order_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Mattress Discounters should have to pay for the treatment of the infestation.

Business Response: Business' Initial Response
Bed bugs travel via humans, clothing, and often times, suitcases. This mattress came directly from the factory, and was completely sealed until it was delivered to the customer. Therefore, there is no possible way that the bed came with bedbugs. If that were the case, both the manufacturer and our warehouses would be infested, and neither are. All of our stores, warehouses, and trucks receive monthly inspections and treatments specifically to ensure that we never have any type of bed bug issue. It sounds very probable that the bed bugs were either already in the room, or possibly in the frame. When an exterminator comes to the home, they will be able to determine if the bigs are bedbugs, fleas, and also where they are coming from. Mattress Discounters East and Mattress Discounters West are two separately owned and operated companies. The Mattress Discounters site offers you the option to either visit the East coast information, or the West coast.

Business' Final Response
(The consumer indicated he/she ACCEPTED the response from the business.)

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I thought I bought a new bed but as I read the contract I was informed it was a cleaned and santized mattress. The man who sold me the mattress kept saying that these mattresses are being moved becuase I am getting 6 new beds and I need the room so I am selling them at a discount. I have muscular degeneration so I can't see goos. I told him that and he said don't worry I have wholes on both sides that I sleep on.

Desired Settlement: A good mattress

Business Response: Business' Initial Response
Mattress Discounters normally offers a 60 night comfort guarantee, however, this purchase was made on a clearance/floormodel item. These beds are closeouts and floormodels that are sold at almost 50% off, and do not come with a comfort guarantee. The customer is currently covered by the manufacturer's warranty. If they believe there is a defect in the product, they would need to contact Customer Service to go through a warranty inspection.

Consumer's Final Response
This is in regards to my complaint about the mattress I bought from Discount Mattress This person I bought it from told me I could call him for 2 months if my mattress was not good I called him in plenty of time had he been as honest person # one there was no mention of this being a reconditioned sanitized mattress He informed me the mattress was 1299.00 and made by serta He had to move them off of the floor to make room for 6 new ones it was either 6 or 9 I also told him I could see good so I was depending on him to be honest with me He said don't worry I'm an honest guy now When I finally got my eye glasses back I saw that I only pay 964.00 Then the place they put the contract had a price of 1726.00 Not honest! I haven't called them yet

Business' Final Response
We do have the signed contract acknowledging that the customer was aware this was a clearance purchase, with no comfort guarantee. The name on the signature is Leslie Green, and the statement signed is: I know by signing below, that I have purchased a 'Sealy Posturepedic Bellezza Firm Pillow Top Queen Set Floor Model,' or 'Clearance/Sanitized Model.' The mattress is sold 'As Is.' There are No Exchanges, Refunds or Returns. The mattress does have a warranty through the manufacturer, Sealy. We facilitate this process for our customers, so if the customer believes there is a defect in the mattress, they should contact our Customer Service department at 888-233-0091.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were given misinformation, charged for incorrect items and lost away my license. We were charged a $43 application fee for their line of credit, only to find out we were informed incorrectly and that we really paid for a lease to own, which would have doubled the cost of the bed. In canceling that and applying for the regular line of credit. They took my license to photocopy it and forgot to give it back to me. I didn't realize I didn't have it back. When I returned to get my license I took the one they gave me, and put it in my wallet without looking at it. It's someone else's. In calling to inquire about my license they cannot find it. They have lost, or likely given my license to someone else. They also messed up our delivery dates and told us one date, but scheduled the delivery for a second day. The staff is very unprofessional and doesn't know what they are doing.

Desired Settlement: We are looking for compensation for our troubles. We would also like a refund and would like to purchase the bed from another retailer. In order to do this through the company they charge a 10% fee in addition to $50. I do not feel we should have to pay that after the inconvenience and unprofessional manner in which we were treated.

Business Response: Business' Initial Response
We do accept full responsiblity for the fact that we lost the customers drivers licence, and have since reimbursed her for that fee. Several other appeasements were given to make up for the error regarding delivery. A mattress protector, and pillows, valued at about $300.00. The customer accepted delivery on 4/6, acknowledging that the product was in good condition, and that they were satisfied with it. All sales through Mattress Discounters are final.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) The money for the lost license and late fee have been applied to my account. They finally showed up on the account in June. Unfortunately, this does not make up for the fact that they lost my license. To me, the DMV, and police station this is considered Identity theft. I had to go through the whole process of putting a fraud warning on my account and all the rest of the legal matters that comes with identity theft. To me, a refund of money that they owe is not a resolution to losing my identification.

Business' Final Response
There were two separate refunds processed, both to the Tidewater account. $26.00 on 4/30 and $54.25 on 4/29.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Temperpedtic bed from the Geary Street location and on 5/17/13 I returned all of the purchase and was told a $2,345.01 refund was due. On 5/10/13 I purchased a Full size Temperpedtic bed, box spring, and headboard from Mattress Discounters located at 4550 Geary Blvd for $3,518.08 via a Cashiers Check from my bank. The store manager ***** ******* has been my main contact for this purchase. On 5/11/13 the order was delivered and set up as agreed. According to the written materials ***** provided me, I had 160 days to try out the bed, and within which to return the purchase. On 5/16/13 I went to the original store and informed the employee there that I wanted to return everything that I had purchased and made a different purchase on 5/16/13 which was delivered on 5/17/13 and at the same time all of the original purchase was removed and the replacement purchase was set up with no incident. On 5/16/13 when I met with the store employee, he informed me that a refund of $2,345.01 was going to be made, and that because the original purchase was made by a cashiers check from my bank, that the refund would arrive as a check in the mail within 7-10 business days. I was fine this. On 5/18/13 the Store Manager ***** ******* called me at home and informed me that I would NOT be getting a refund check, as was originally agreed to on 5/16/13 when I made the full return which is well within the 160 day time frame, according to the written materials that ***** had provided me on 5/10/13 when the original purchase was made. ***** told me that instead getting the refund for $2,345.01 that this amount would be a store credit instead. At no time did I ever agree to this. Because I was told on 5/16/13 that a refund in the amount of $2,345.01 would be arriving as a check in the mail within 7-10 business days. That was what I originally agreed to, and this is in writing. ***** also was rather rude and short with me about making the return. Since none of the original written materials regarding returns ever mention that a store credit would given as a return instead of a monetary return, and because I was told in WRITTING on 5/16/13 that a refund in the amount of $2,345.01 would be provided as a check and mailed to me in 7-10 business days according to what the employee and I discussed and agreed to, and because I was never informed at time prior to or during my purchase that a store credit was how refunds were done

Desired Settlement: I will only agree to receiving a refund check for $2,345.01 because on 5/16/13 the store employee who accepted my return, agreed to provide a refund check for $2,345.01 which is writing as a printed invoice # XXXXXXXXX dated 5/16/13 and indicates the refund amount of $2,345.01. Additionally, I signed the original invoice accepting the monetary refund for $2,345.01 which the store employee accepted from me after I agreed to revive a refund check in the mail in 7-10 business days. That the store manager ****** ****** called me this morning, and informed me over the phone that the refund check would not be provided and instead I would be given a store credit violates the agreement on 5/16/13 invoice #XXXXXXXXX which clearly indicates a refund of $2,345.01 and does not indicate a store credit would be applied instead of a check. At no time did I agree to receiving a store credit and I only agreed to a check when I signed invoice #XXXXXXXXX on 5/16/13. Because I refuse to accept the store credit as an appropriate refund and because none of original per-printed written materials regarding refunds fail to inform the consumer that it is the company's policy to provide a store credit instead of a monetary refund, invoice #XXXXXXXXX which I signed on 5/16/13 and which clearly indicates a monetary refund of $2,345.01 which I signed in front of the store employee on 5/16/13 and he accepted from me on 5/16/13. Furthermore, it clearly states on the companies website to GUARUNTEE hassle free returns. It also reads that all purchase have a 120 day gaurentee and no where does it state that store credit is how refunds are made. Because I did not sign anything, such as a new invoice, indicating that I agree to accept a store credit instead of a check for the agreed to refund amount of $2,345.01 and I refuse to sign any such invoice, then the agreed to refund of $2,345.01 must be provided as a check sent to me within 7-10 business days, because that is the refund agreement that was entered into on 5/16/13 and it therefore MUST be honored or the agreement to make the monetary refund is breeched.

Business Response: Business' Initial Response
Mattress Discounters policy on comfort exchanges is: If you've chosen a mattress that turns out to be too firm or too soft, we'll allow you to exhcange your original purchase once for another selection of equal or greater value, even 120 nights after your purchase. In order to receive our 120 Night Comfort guarantee, simply sleep on your new mattress for a minimum of 30 nights to ensure that the padding settles properly and your body has the time to adjust to the feel of the mattress. If you choose a selection of greater value, you will be responsible for any difference in price. A handling fee equal to 10% of your original purchase is required for an exchange, plus a $49 re- delivery fee for a delivered exchange. However, since the sales associate who asssited on this exchange told the customer that he would be receiving money back, we will honor that. The check is set up in our system to be mailed out on Friday, 5/24.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am an 83 year old woman. I purchased a mattress from Mattress Discounters in Chico, California that was supposed to be as soft as the floor model. I am complaining about the lack of customer service help with the Mattress Discounters. I purchased one mattress that was supposed to be a soft mattress. When it was delivered it was hard as a rock. The store did exchange that mattress for a supposedly soft, soft Thermapedic mattress. The mattress was delivered and it is also hard like a rock. I paid $1,000 for a bed I can't sleep on. My body actually aches after attempting to sleep on this bed. I called the store and was told there was nothing they would do. I called the Corporate Office and was again told there was nothing they would do. I was told I needed to break it in and that it would take 2 months. I want to know how a 102 lb., 83 year old woman breaks in a mattress? Then I was told to get a Thermapedic topper for my Thermapedic mattress. The mattress I chose in the store was very soft. The mattress that was delivered in hard as a rock. I asked if they would exchange the mattress I received for the floor model and was again told no - they would do nothing for me.

Desired Settlement: I went to this store to purchase a soft mattress. No one told me you had to break in the mattress for 2 months before I purchased this mattress. I cannot sleep on this mattress - its $1,000 down the drain. I will never purchase anything from this store and I will tell everyone I can not to shop there. And I want to forewarn everyone about purchasing mattresses from Mattress Discounters. My solution: I WANT the soft mattress they had in the store.

Business Response: Business' Initial Response
Mattress Discounters offers a one time comfort exchange, within 120 days of purchase. The original mattress was delivered on 3/13, and the customer decided to exchange it right away, on 3/18. Becasue the product purchased is brand new, it does take some time to break, just like a new pair of shoes. The customer does need to give the bed a few weeks to break in.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) First off, who knew a foam rubber mattress takes two months to break in "like new shoes". It is not common knowledge, and I was not told this information was not disclosed when I purchased the mattress. I will NEVER purchase another thing from this company, and I have told everyone I know not to shop at this store. Why would anyone want to purchase from a company that does not stand by their products?

Business' Final Response
Just like a pair of shoes, or a new couch, all brand new products require some break in. Some people, it takes two weeks, others longer. There is no deficiency with the product, nor was the info withheld from the customer. The back of the invoice specifies a break in period, as does Tempur Pedic's warranty card. We spoke with the customer on 3/28/13, and all of this info was relayed to her. The notes specify that the customer understood, and would give the bed some time.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new Mattress 10 days ago and have had headaches ever since. It was not disclosed to me that there would be an issue with their product giving off gasses, I have been a long term customer of This store and have not had issues in the past. They are refusing to do anything other then have mw swap it for another one, and for this they will charge. I do not want this Mattress in my home.

Desired Settlement: I do not want more of the same, I would like them to come and take it away and refund my money.

Business Response: Business' Initial Response
At Mattress Discounters, all sales are final. We do offer a 120 night comfort guarantee, and the mattress is also protected by the manufacturer warranty. The exchange policy is clearly listed on the invoice, and in our store. We are more than happy to assist the customer with an exchange, but a refund is not an option.

Consumer's Final Response
The District Manager called from Mattress discounders, he was really nice and has agreed to take care of the problem. Thanks

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchase an $82.13 Waterproof Mattress Cover when we bought our bed in 2007. We paid $50.00 for Warrenty inspection. Store will not honor warranty. Purchased $82.13 Waterproof Mattress Cover and $1,089.56 Sterling Pointe California King Mattress and box springs 2/10/2007 from Mattress Discounters on Vista Way in Oceanside, California. Great customer services and no problems with delivery. Unfortunately, mattress started to sink and also have a middle hump within a short time of purchase. When we looked into getting a replacement the $50.00 "inspection" fee made us wait until now, and we finally paid the money to be told that our mattress is 1/4" away from being defective. Visually the mattress has a large ridge down the center, and on one side there is a deep hole. Comfort wise, the mattress is impossible to sleep on since the sags feel like sleeping in a hammock. Even with the $82.13 "Waterproof" cover that was necessary for the warranty, the inspector found a 5" water stain at the head of the bed. The sales people at the store have been most helpful in reassuring us that they can resolve our problems and replace the mattress with a better one. We have other mattress from Mattress Discounter that couldn't be better and are over 10 years old. The problems seem to be with the Customer Service department at XXX-XXX-XXXX. Derrick, after talking to us for a half-hour offered us a 30% discount on anything in the store. We are not interested in buying another mattress at discount; we have a defective mattress to return. He said that he had done all that he could and would have his supervisor call us back. No supervisor has called back. We will contact the store and try to receive better customer service from the courteous sales people, but in the meantime would like to hear from someone in management about the 1/4" disputed warranty claim. We asked customer service for someone from the store to come out and look at the mattress rather than the inspecting company. We paid the $50.00 inspection fee with the understanding that the fee would apply to a delivery of a replacement mattress and taking away the defective mattress. If we thought that we would not be getting a replacement from Mattress Discounters, we would have just gone and bought a new mattress and not have bothered with an inspection by their hired people. By moving the measurement tube that they used on the bed just an inch or less over, the depression would have been more than 1 1/2" deep. The inspector knew what he was looking for in order to make the mattress not qualify for being deemed unfit. If this matter is not handled by the managers of the store, and is left to Derrick, who has stated that he can do nothing, we will pursue legal means through our attorney.

Desired Settlement: We have looked at the Stearns and Foster Estate Kaitlin Luxury Firm Euro Pillowtop Cal King Mattress that is a Floor model at the store and would be more than happy to have that upgraded, but floor-model as an exchange with us putting in $150 more. That is the suggestion that ****** ******, Store Manager has made for us.

Business Response: Business' Initial Response
Mattress Discounters offers a 60 night comfort guarantee. After that time frame, the mattress is protected by the manufacturer's warranty only. We facilitate this process for our customers. The warranty packet that was sent to the customer specifically outlines the $50.00 inspection fee, our role, and the manufacturer's requirements. Based on the inspection report, the mattress did not meet the criteria set forth by Sealy to be considered defective. In addition, two yellow stains were noted, about 5" each. Sealy reserves the right to invalidate the warranty if the mattress is stained, damaged, or abused. The third party inspection company, Integrated Bedding Group, are paid the same out per inspection, regardless of the outcome. The CS Supervisor, ********, called the customer around 1:45 PM, to reiterate the same information given by Derek. Because we only facilitate the warranty process, we are not able to override the manufacturer's warranty. We offered a significant discount off of a new purchase.

Consumer's Final Response
Thank you for your continued involvement in our issue. Currently Mattress Discounters has offered us 40% off of new, returned, or floor models. 50% off of full price would not be in our best interest. All we have asked for is an additional 10% off the same conditions, 50 off new, floor models or returns. We would also like to make sure, in the advent we do not purchase another mattress immediately, that our warranty is still valid on our current mattress.

Business' Final Response
The discount offer is only good on new products. As stated prior, our clearance beds are already discounted significantly. The 50% off coupon specifically states it cannot be combined with any other sales, discounts, or promotions.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is what I wrote BOTH company's websites since they both reference Oregon stores:The only reason I went to your store was because you were honoring the Sealy Free Upgrade Event on their Optimum line. I was told on 2/9/13 that when I "reserved" my mattress by putting down a $25 deposit by your representative, **** *******, I would have a hold on the mattress and that the inventory would not be sold, my price would be locked, and that I could even come back a month later to pay off my mattress and I would receive it the next day. I was also told that there was a delivery fee of $30 but she would take that off of my purchase....wait a minute, doesn't this website promote free delivery????.....Nice sales technique, lying to the customer. I told her that I would be coming in as soon as possible to pay off the mattress once I got my tax return in. I went into your XXXXX NW Corridor Court Ste 150 Beaverton, OR XXXXX location today 2/21/13, which by the way I took time off work to do, to pay off my mattress to get it delivered tomorrow and i'm told by another rep, who was covering for the store from Clackamas (he did his best to clean up this mess by the way), that there was a back order but I had reserved one.....completely different answer from what I was told by Miss, *******. I asked the rep about the two different websites and he had no clue about this one supposedly. I told him about what it said about the delivery and take away fees and he said that this isn't the same company. After I called Miss ******* out on her lies and everything, he made sure to waive all fees and costs on my "accessories" because I have to wait more time for my mattress 2/25/13 (please GOD don't let me have to wait 4 weeks like these other customers) and for her lack of integrity. I am in retail for a major cell phone company so I do not what proper customer service is and I do know how to sell with integrity. This is not a proper way to train your employees to do due business. This is called bait and switch Product_Or_Service: Sealy Optimum Radience Order_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a written letter of apology from the company explaining why they allow these business practices. Compensation on the mattress would be nice but the chances of that are slim to none so I won't be holding my breath for that. It's the ethics behind the whole sale that really gets me irritated. I would think a company would try to stand behind their products, guarantees, and training of their employees. I guess just making a buck is all this company cares about and it shows. For shame!

Business Response: Business' Initial Response
We were not aware of the issue with the website, and have since forwarded that to our IT team to correct. Per the notes I received from the district manager, he was able to clarify that the original salesperson was incorrect in the understanding of the process. There was no intention of malice, but there was a lack of knowledge. The product was scheduled for delivery on 2/25.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) There needs to be a complete overhaul and separation from saveatmd.com and mattressdiscounters.com. The 1-800 number and store location finders need to be separated since they are supposedly separate companies. One should not reference the other company's location. If they are not going to uphold mattressdiscounters.com policies, then complete separation is in order. This should have happened 7 years ago as stated by the district manager when the west coast stores were bought out from the original company. It seems like the company wants the free advertising and location finding from the original website but not uphold the policies.

Business' Final Response
In response to the consumers final statement. We are in the process of correcting the websites, to provide better separation between the two companies.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/18/13 the retailer debited $1929.00 from my checking account even though the transaction was voided. Company failed to credit the funds. On 2/18/13 I attempted to buy a mattress at Mattress Discounters in Rocklin Ca. The representative entered the incorrect purchase amount. He immediately voided the transaction. On 2/19/13 $1929.00 was debited from my checking acct. the corporate office refused to credit my acct and declared that they could only mail a check within 10-15 days. The funds should never had been debited nor should I have my money tied up for 2 weeks. It's been 11 days and no communication from the corporation nor have I received my refund.

Desired Settlement: Immediate refund without waiting their 15 days. Because the transaction was voided the funds should never have been debited.

Business Response: Business' Initial Response
Unfortunately, we are not able to issue refunds to a debit card. The terminals do not allow this, and will suspend funds in the customers account. I do see that a check was processed yesterday, and the customer is picking the check up on Friday. We do apologize for the inconvenience, and are looking to make corrections to the payment system to avoid this in the future.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Reference store in Carson, City NV-came to BBB CA site-defective mattress delivered, I complained immediately, with no response. Spent $1018, wasted $ Sealy Corvina Plush EPT., Purchased 9/2/12 from ***** ********** Store Manager, delivered 9/3/12 Sleep Train/Mattress Discounters Defective Mattress purchased 9.2.12, no assistance from store employees after that date 9/2/2012 Purchased Sealy Cortina $1,097.00. By 9/25 (after traveling for 2 weeks and not even on bed), the mattress was beginning to deteriorate, with permanent indentations where I sleep. I called 9/25 and spoke to an employee (sorry no name), who said it needs to be broken in. 10/5 Personal visit (25 mile drive from my home to the store in Carson City, NV), gasoline and time. Spoke with ***** ********** Store Manager who again told me the mattress needs to be broken in, and to rotate the mattress around. This is basically less than a month use and the mattress is already permanently depressed not only where I sleep but at the foot of the bed where my 25 pound dog curls up. This depression does not pop back, even when I am on road trips for a week at a time or longer. ***** said she would extent the 60 day policy to longer to make sure I am happy. 11/6 I called the store again to tell them the rotation did no good, and am reporting I am unhappy. My back is so bad in the morning, not only can I hardly get out of bed, I can barely stand up straight and for at least an hour it is difficult to even get out of a chair. Several times my arm has gone to sleep during the night, another first for me. My old mattress never showed any depressions at all, even when they took it away, and was better for me. 11/11- Another personal visit, 25 miles, gas and time, ***** is gone, I spoke with ******* ******. I actually brought in photos showing the depressions in the mattress from my body and from my small dog at the foot of the bed; same speech, I need to break it in. If there is a problem, I am on my own with the company. In other words, please scutchy out the door so we can help our next commission, errr, I mean customer. 11/18- I called again, spoke with ****** ********, the mattress is getting worse. ****** said she hears that all the time, even the chiropractors tell her it takes a while for a mattress to break in. Curiously at my age and numerous mattress purchases, this has never happened to me before. 12/14-another phone call with the same run around, nothing they can do, I am on my own I wake up tired and cranky and many mornings I just want to cry about wasting $1100 when my old mattress was better. Sleep Train has always been a proud and very honorable trade name, I no longer believe that. What I want-the store to apologize and admit they sold me a defective mattress, and take care of it for me. Order a new mattress and deliver it to me, trade out the defective mattress, at no charge. Only 3 months old and this mattress is as good as 10 years old.

Desired Settlement: What I want-the store to apologize, they value me as a customer, admit they sold me a defective mattress, and take care of it for me. Order a new mattress and deliver it to me, trade out the defective mattress, at no charge. Only 3 months old and this mattress is as good as 10 years old.

Business Response: Business' Initial Response
Mattress Discounters offers a 60 day comfort guarantee. After that time frame, the mattress is protected by the manufacturer's warranty, in this case, Sealy. We facilitate the warranty process for our customers in house, as the manufacturer is based on the East Coast. Sealy requires at least 1-1/2" worth of compression, in a non stitched area, with no weight on the mattress. This is to measure the rate of recovery of the foam. If you feel there is a verifiable manufacturer defect with this mattress, I would suggest that you contact our Customer Service department at XXX-XXX-XXXX. We will be able to walk you through the warranty process, and see if this is something that would be covered under the warranty.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) If your store had responded to my complaint when I first started this process within the first 30 days, you would have acknowledged it was a defective product, and not a warranty issue for your customer to solve. Again, you should be ashamed of your lack of service knowing full well you sold and delivered a $1000 defective mattress. Numerous phone calls and personal drives 1 hour round trip basically being ignored at the store, shoulder shrugs and you are on your own. I will not be satisfied until you do take responsibility for selling a defective product, order a new mattress, and send the old one back to your supplier yourself, as a defective mattress-you know they will take it back, we all know they will take back a defective product. You could do this if you want.

Business' Final Response
By offering to assist you with the warranty process, we are, in fact attempting to support you with this issue. As I started before, you are beyond the guarantees provided by Mattress Discounters. The next step to take is the warranty process, and should the bed be determined to have a defect, we would facilitate the exchange process, and deliver a new mattress. Costco, who you mention in your complaint, would actually refer you directly to the manufacturer, vs our internal CS department. It is never our intent to have a customer end up with a defective product from the manufacturer. Thankfully, we have a process to take care of our customers in the event one does occur.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/31/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Mattress was purchased in 2005, has a 10 year warranty, company is not willing to abide by warranty. Since Jan 2012, you are able to feel the springs on the mattress, it is seriously very uncomfortable, and makes our bodies feel discomfort.

Desired Settlement: Abide by warranty, and give us a new mattress.

Business Response: Business' Initial Response
Mattress Discounters facilitates the warranty process for our customers, but the manufacturer is the one that approves or denies a replacement, based on the requirements set forth in their warranty. The inspection found 5/8" on the left, and 1/2" on the right side. The manufacturer requires at least 1-1/2" worth of compression, in a non stitched area, with no weight on the bed. This mattress does not meet the requirements to be replaced under warranty. When we spoke to the customer on 11/21, and explained the results, the statement he gave us was that he understood that this was normal, and that the mattress was not going to be replaced. He thanked us for the help.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from the mattress discounter. with all due respect its not of their business whether or not i buy a new mattress or not. The point is that they are not honoring the ten year full warranty according to the warranty at the time of purchase. You are able to feel the coil springs on both sides of the mattress, making it very uncomfortable for both my wife and I. I, myself notified the inspector that came to my house that in addition to the folded sides of the mattress and the sogginess, the coils were very **** my back giving me harsh back pains. Really looking forward to this matter being resolved. Sincerely, ****** I. ******

Business' Final Response
Mattress Discounters is NOT the prodiver of the warranty, we only facilitate the claims. The manufacturer has denied that there is a defect in this mattress, and will not approve a replacement.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/4/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mattress delivered is not as firm as the model that was displayed on store floor. Mattress name is Grady Firm but can't find on internet. Bought a Full size mattress set, Model Grady Firm from Fairfield, CA store 8/27/2012. The queen size displayed in the store felt firm when laying on it. I recieved the full size on 9/1/2012. After trying it out for couple weeks it did not feel firm as the one in store. My wife and I went back to the store and several times to check the firmness of the store display and again found it to be more firm than the one delivered. I wrote to the Customer Service in Rocklin, CA and explained to them the problem. They agreed to exchange the full mattress. I went to the store and explained to the salesman that I would accept an exchange if the firmness will be the same as the one in the store. I signed a paper that I agree to the exchange and asked the salesman to add a special note for the warehouse to make sure the mattress to be delivered is FIRM. When the exchange mattress was delivered on 9/29/2012. I found it to be no different than the first one. I again wrote to Manager Customer Service, Rocklin, CA, by certified mail, stating that due to my back surgery I am unable to use this mattress and that I would appreciate a refund LESS re-stocking, pick-up and less any other fees they feel are appropriate. I have never recieved an answer from them. I then wrote another follow-up letter on 10/24/2012. To this date I have never recieved the cortesy of an answer.

Desired Settlement: Since I am unable to use this mattress because it's not as firm as the store display all I ask is for a refund and I will pay, as mentioned in my letter to them, that I will pay all fees for the pick-up, re-stocking, and any other fees deemed appropreiate by Customer Services.

Business Response: Business' Initial Response
Here at Mattress Discounters we have a very strict no refund policy. This information is given to every customer upon purchasing as well as on their receipt. Our receipts state "All sales are final at Mattress Discounters. Refunds are not authorized. Please refer to our 60 Night Comfort Guarantee." Our one time comfort guarantee is something the customer already took advantage of. Upon making the exchange the customer has signed the following "Too soft mattress doesn't have a firm feel. Please check new mattress for a firm feel. I am aware that this constitutes as my one and only exchange/return. No further exchanges, refunds, or returns will be permitted." If necesssary we are able to provide proof of customer's signature for that. We cannot go against company policy and do any type of refunds or second exchanges. As an appeasement we would be more than happy to honor a discount off new product or a partial credit exchange. We can go as high as a 50% discount to go towards new product. That can be used off anything in our stores excluding Tempurpedic and the Serta Icomforts. Otherwise we can offer the customer a 75% partial credit exchange. This means we will give the customer 75% off of what they paid for on this mattress to go towards a new mattress in our store.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2012 Problems with Product/Service
10/1/2012 Problems with Product/Service
9/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stearns & Foster mattress i purchased is a bad bed and should be replaced or refunded !! I purchased a Stearns & Foster Kaitlin luxury firm bed from Mattress discounters on Forest ave in Chico on June 23rd 2012. I wanted the best mattress that they offered and paid cash . They never explained the warranty or exchange policy to me whatsoever . Within 5 days of purchasing this bed it started sagging . I weight 190lbs and my wife is 150lbs . Within 30 days my wife and I started having back pain due to sagging were we sleep on the bed. We rotated it once to try to fix and still sags .. My hip also started hurting badly due to the sagging of this new bed . I bought the firm mattress model to make sure it would last some time and cannot believe a new bed would sag so soon . Due to back and hip soreness I finally decided to contact the store and when I read thru the paperwork I found that we were two weeks out of exchange date which was never explained to me. The warranty says that you have to try the bed out for 30 days from purchase and then you have a 30 day window to exchange the the bed for a bed of equal or greater value with a 10 percent charge plus plus plus .. I was never explained this exchange policy and I believe these luxury high dollar beds are faulty from the factory .

Desired Settlement: I would like a replacement bed that does not sag after just 2 months or receive a refund for the mattress . If Mattress discounters will not settle I will start a class action lawsuit against Stearns & Foster beds for selling faulty beds and tie in Mattress discounters for not explaining there terrible no tefund and confusing exchange policy .

Business Response: Business' Initial Response
With every purchase Mattress Discounters receipt reads the following: "All sales are final at Mattress Discounters. Refunds are not authorized. Please refer to our 60 Night Comfort Guarantee. Mattress Discounters recommends that you sleep on your mattress for at least 50 nights to ensure that the padding settles properly and your body has the time to adjust to the feel of your new matttress. If you choose a mattress that turns out to be too firm or too soft-we'll allow you to exchange your original purchase once for another selection of equal or greater value only." This paperwork was given to the custmer at the time of purchase. Once a customer is past their 60 days all that applies is the manufacturer's warranty which we do facilitate for Stearns & Foster. Stearns & Foster's warranty requires a 1-1/2" compression in order to deem defective which we have to abide by. We would be more than happy to assist the customer in opening up a warranty claim to see if they qualify for a mattress replacement. Customer has yet to contact customer service to get this process started. We unfortunately will not be able to authorize any type of refunds at this time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2012 Problems with Product/Service
6/27/2012 Guarantee/Warranty Issues
6/4/2012 Problems with Product/Service
5/16/2012 Problems with Product/Service
5/1/2012 Problems with Product/Service
4/23/2012 Problems with Product/Service
4/3/2012 Problems with Product/Service
3/8/2012 Problems with Product/Service
1/2/2012 Problems with Product/Service
11/17/2011 Problems with Product/Service
11/15/2011 Guarantee/Warranty Issues
10/24/2011 Problems with Product/Service
10/12/2011 Problems with Product/Service
9/6/2011 Problems with Product/Service
9/5/2011 Billing/Collection Issues
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