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Consumer Complaints

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Mattress XPress, Inc. (Headquarters)

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service3
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
09/03/2013Problems with Product / Service | Read Complaint Details
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Complaint
We have returned 3 other mattresses for severe defects, and the current mattress is just as bad. After only a few weeks the mattresses are unusable.
We bought a ********************************************************* from Mattress Express (******* *************************, Fl XXXXX) on 01/19/12. It immediately started breaking down and we were unable to sleep on the mattress without major muscle and back pain. Mattress Xpress agreed to exchange the defective mattress for another identical mattress on 02/14/2012. That mattress exhibited the same issues as the first (deep cavities, squeaking, springs compressing). Again, Mattress Xpress exchanged that mattress for a different model, s B/R ************************** ******* on 05/23/2012. This mattress also had the same problems which were so bad we had to flip the mattress from top to bottom just to sleep, and this was only after a few months. Because Mattress Xpress went out of business within this time, we had to pay $25 to have the manufacturer inspect and warranty the mattress. The inspector deemed the mattress defective and we were instructed to go to a ************* location (********************************, Fl XXXXX) to purchase another mattress with prorated refund. We were sold a **************************** on 01/04/2013 (we had to pay an additional 122.99 because of all the prorating that occurred. The last mattress (**********) is exhibiting the same issues (deep holes, squeaking, bad springs) and we are tired of going through this process because we would AGAIN have to pay $25 to have the mattress inspected, and then end up with a prorated amount.

Desired Settlement
We want our original $689.00, the $25 inspection fee and the $122.99 that we had to pay to get the last mattress. That would be a total of $836.99 which doesn't even begin to address the pain, suffering and inconvenience this company has caused us.

08/19/2013Problems with Product / Service | Read Complaint Details
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Complaint
After trying for months to get a rightful refund, they refuse to honor what they gave me in writing. (A refund within 90 day)
We purchase our mattress July last year with promise of 90 days money back guaranty. We tried to return it within our 90 days. The store manager told us we would get a refund in 3 weeks and we should wait for a call for mattress pick up schedule. Nothing ever happened, but me calling and emailing the endless amount of people who have no idea of what is going on with our "in process" issue. After escalating my case, I received a letter today from ****** ** ****** stating they will only exchange our mattress and charge delivery and restocking fee.
I have written and electronic proof that for months we have been trying to follow up with our case which we started prior to our 90 days deadline of guarantee.
I personally think we are being bullied, and not given a reason why they will not homer their guarantee. Since we have done absolutely nothing wrong on our end and we were 100% compliant with their rules, I feel this action from mattress firm is unethical and abusive.

Desired Settlement
Mattress firm needs to recognize that it is not the customers fault the fact that they mishandled the case and mattress firm needs to honor the simple terms that were offered.
We acted within their terms for refund and they refuse to honor they written terms.
They need to have the mattress picked up and mail us a refund check as soon as possible.

07/15/2013Problems with Product / Service

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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