Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mattress and a frame in September of 2023. The frame was assembled wrong, is not leveled, it every time I lay on the bed, frame (back) of the frame almost flip forward causing dangerous situations.I called the store and informed them about the situation back in January 2024.Nothing was done.I called again in May 2024, the manager said sorry its over one, we cant help you.I tried to explain that it is not one year. It will be one year in September. Then he changed his answer and said it is over 6 months. Again I told the manager, to check the record, he will see that I called in January 2024. Again, he changed his answer, he said it is over 4 months.The manager also mentioned that the salesman who sold the frame is no longer working there.I said is that my fault that he is not working.Again the manager made clear that he cannot help me and he cant fix it.The manager of mattress firm in ***********, ******** **************

• Initial Complaint

  Date:05/23/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Infinity Palisade 4D massage chair from a Mattress Firm Sales Rep at the 2022 Chicago Auto Show on February, 19. The chair was to be delivered in 2-8 weeks, and was paid for in full, $8,840. on that date. I was given a receipt. The 8 week deadline expired on April 15. On April 27, I scanned the ** to track it's location. The result was "order not found." I then called a Mattress Firm **************** number found on the receipt. It was an automated line completely useless for my needs. I then initiated an online chat, which was also automated and useless. I then found a number for Infinity Massage chairs and talked to someone who did attempt to be helpful. I emailed her my proof of purchase so she would have the order#, customer#, etc. She replied and said she'd be in touch. She asked me to get in touch with my sales rep. I called him and he told me he no longer worked for the company. He gave me another # which was also automated and useless. I called the local store and talked to someone who asked me to give him the order #. He pulled it up and told me my order had been cancelled. In disgust I went online and formally requested cancellation. I received a confirmation email and a case #. I was told someone would call me in 1-2 days. No one did so I called the number from the confirmation email. I spoke to a woman who pulled up the order and said it showed in her system as an "open order." She said she couldn't cancel the order as I was outside the 7 day cancellation period. I told her they were outside their 2-8 week delivery window and I wanted my money back. She sent the case to the "escalations team," gave me another case #, and said someone would call me in 2-3 business days. That was 14 days ago. It's been over 14 weeks total. 6.5 weeks past deadline with no resolution. At no point, did Mattress Firm or *********************** reach out to me in any way to inform me of any type of delay. All contact in all it's forms has been initiated by me.