BBB Business Review

This Business is not BBB Accredited

Mattress Tree

(818) 836-485219237 Saticoy St, ResedaCA 91335-2550http://www.mattresstree.com

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BBB Accreditation

Mattress Tree is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised Mattress Tree's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Advertising / Sales Issues0
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Mattress Tree

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by Resolution

Complaint Resolution Log (1)
12/13/2013Guarantee / Warranty Issues | Read Complaint Details
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Complaint
Sold defective box spring & mattress, given "repaired" mattress and then new mattress. All defective. No resolution and now no response at all.
NOTE: this is a overview of what has transpired over the last few months with this company. I have kept detailed records and have copies of all emails. Throughout this time my calls and emails would be completely ignored. Excuses given and promises made, but still no resolve.

Jan. '13 purchased Bamboo Plush Tight Top with 10-year warranty for $200 (only accepted cash). Paid for delivery. Mattress began sinking in rather soon. Couldn't find receipt so did not bring to store's attention until:
8-31 when I found another way to show proof of purchase (Craiglist ad & positive YELP review). Tolds manufacture would "repair" it. I had to pay for pickup and delivery.
9-13 brought mattress to store.
9-21 picked up mattress.
9-26 informed owner (******) that mattress was already sinking again.
10-1 Employee told me mattress would be replaced. I had to pay to deliver it. I requested fee to be waived. Told they would charge me $25, but I had to wait until there is a delivery in my area. I agreed to that.
10-8 didn't hear back so emailed/mailed letter. ****** (owner) responded, waiving fee.
10-11 New mattress delivered. Started sagging immediately. 10/15 emailed ****** with pictures. Invited her to come to see mattress for herself (at one point she said she would, but never did). She requested pictures of the bed. I sent.
10/18 she requested pics of box spring because she is "certain that is the issue" and "we **** get to the bottom of this."
10/24 ****** said they would bring a new foundation. I replied, pointing out that the replaced box spring **** not fix the sagging mattress. She wrote: " A warranty issue on a mattress is a sag of 2.5" or more. I would need to check with the manufacturer to see if they would issue a second replacement mattress." I wrote back saying that she had assessed the issue to have been caused by a defective box spring that was sold to me. That I had the mattress less than a month, with a 10-year warranty I should not be left with a defective mattress. I also requested to get contact info for manufacturer if she could not help me. I also informed her that the mattress was contributing significantly to back issues.
11/1 I had message on my voicemail that was left prior night by employee who had come (without notice) to look at box spring. I responded by email to ******.
11/4 she wrote that she would come that week to look at box spring & mattress and **** email me details. (She also disclosed private health information regarding her employee, which I believe is against CA State Labor Laws.) I have never heard back from her since that day. My emails and calls were all ignored by her.
11/16 It seemed clear that I was being completely ignored by ****** and that she was not going to follow through with her promises to "get to the bottom of this" and resolve my issue, so I went to the store. Employee made excuses by divulging personal information about problems ****** and her family were having. He told me that he would call the following week to arrange for him to come and look at the box spring and mattress.
11/25 After I had to follow up due to no response, Employee came and inspected box spring and mattress. Said it must be an issue with the springs the manufacturer was using. Told he would get back to me. He hasn't. I left a message. It has not been returned.

Over 3 months and my issue has not been resolved and apparently ****** is just waiting for me to go away.

Desired Settlement
I would like the $200 cash that I paid for the defective box spring and mattress.

I will still be out the original delivery fee and then the fee I had to pay to return mattress to store to be "repaired" and then the fee to have it returned to my house

Business Response
Contact Name and Title: ******
Contact Phone: XXXXXXXXXX
Contact Email: ****@mattresstree.com
Customer received two warranty assessments when no warranty issue was present. My business paid $50 to repair Mr. ******'s mattress and paid $100 for two warranty service calls to inspect a mattress that was not defective according to manufacturer guidelines. Mr. ****** requested free services due to his inconvenience but my business was unable to pay for any further services. We have offered to replace the set if Mr. ****** pays for the freight not included in the warranty). I am unable to perform this service for free or to offer a refund on a mattress fixed and replaced through manufacturer guidelines.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept response.

Business owner failed to respond to 3 issues in my complaint.

1) Despite website advertising that they provide the "best service possible," business owner completely stopped communication (voice mail messages and emails) with me, the customer.

2) Business owner did not follow through with her promise and her employees promise to resolve issue (which was the last communication I received from both of them). I am left with a mattress that is defective (no matter what she may say is or is not a warranty issue). Both she and her employee stated that what I have is defective.

3) Business owner did not respond to her and her employees unprofessional behavior,her revealing personal medical information to me regarding employee and employee discussing personal information regarding business owner.

Items 1 and 2 are well documented in email correspondence.

Final Business Response
1) Admittedly, we dropped the ball on this. However, it does not change the fact that I cannot perform warranty freight services if the customer does not want to pay for it. I have already lost any and all profit made from this and I cannot lose what I paid for the product as well. As stated previously, we provided service to Mr. ****** when the manufacturer did not agree and paid out of pocket to please the customer. If his product is defective, he must pay for us to drive to Glendale, CA (normally a $50-$60 delivery charge) of which I am only asking for $20. I have offered services in this forum, yet he still requests a refund?

2) My employee shared his personal information with this customer.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
1) She never offered me anything this time around. As stated previously, communication completely stopped from her. And after employee came and looked at mattress and box spring I never heard anything again.
2) Despite what employee may or not communicated to me. She revealed personal information via email. I have the email to prove.

I do not want to have anything to do with this business or the owner anymore. She is being dishonest. Period.

Industry Comparison| Chart

Mattresses

Additional Information

top
Business started: 10/27/2010
Type of Entity

Sole Proprietor

Number of Employees

1

Business Category

Mattresses

Service Area

This business is a mattress retailer.

Alternate Business Names
Mattresstree.com

Map & Directions

Map & Directions

Address for Mattress Tree

19237 Saticoy St

Reseda, CA 91335-2550

To | From

LocationsX

1 Locations

  • 19237 Saticoy St 

    Reseda, CA 91335-2550

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in the Counties of Los Angeles, Santa Clara, Santa Cruz, Monterey and San Benito. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Mattress Tree is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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Industry Tips for Mattresses

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

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Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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