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:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Mattress was purchased new from them on 6/2/24.
  We paid 1230 for the mattress after some money was given back due to them trying to sell us demo model and the floor price being marked wrong. At the time they refused refund so gave some money back.
  
  Fast forward to today April 17, 2025. Mattress has a bulge in one side from glue breakdown internally. Went to store with pictures and they submitted for the Warranty with ******* which was approved per a phone call back from the store on April 15th. Product comes with a 5 year warranty. Should be a direct replacement.
  However the store is refusing to do the product replacement because they said since we got money back they can only credit me the amount of the mattress we paid and we would have to pay the difference which makes no since. What if we got it on sale and then it broke do they require their customers to pay the difference. This is no where in their store policies or the warranty from ******* and as their dealer that is who you have to go thru.
  
  We would like our defect mattress replaced as is to be expected on a true defect of a 1 to 1 replacement of the product. It isn't even a year old yet. Or our money back at this point as I am very upset with this business after our first round of issues as well.

  

  Business Response

  Date: 04/18/2025

  Thank you for taking the time to share your experience. We’re truly sorry to hear that you’re frustrated, and we appreciate the opportunity to clarify how our warranty process works.
  First and foremost, we understand how disappointing it can be to have an issue with a mattress, especially within the first year of use. That’s why we worked quickly to submit your warranty claim with *******, which, as you noted, was approved.
  Our store’s warranty procedure provides store credit equal to the amount paid at the time of purchase. This policy applies consistently across all customers, regardless of whether the item was discounted, purchased on sale, or adjusted due to any pricing issues at the time of the transaction. Since your purchase included a price adjustment due to a floor model pricing discrepancy, the credit reflects the final amount paid — in this case, $1,230.
  While we understand that you were hoping for a 1-to-1 product replacement, our policy — which is separate from the manufacturer’s warranty terms — allows us to issue store credit so you can select either the same or a different mattress model that fits your needs. If the same model has increased in price, the difference would need to be covered by the customer.
  We do not offer refunds, as noted at the time of your original transaction and outlined in our store policies. However, our team is committed to working with you to find a suitable solution within these guidelines.
  We value your feedback and your business, and we regret that this experience hasn’t met your expectations. If you’d like assistance exploring your replacement options or have any other concerns, we’re here to help.
  
  

  Customer Answer

  Date: 04/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The store warranty policy should not be different then the manufactures unless the manufacture doesn't provide one which this one does and you can not go directly to them you have to go thru the dealer which is you all. ******* does one of two things, they either send you a new mattress when the warranty claim is submitted or they reimburse you which means either way you are out no additional money loss. So I do not agree with the fact that you all do not honor their warranty process. If the manufacture is hard to deal with then maybe being their dealer should be reconsidered. However what I suspect is that you are making money by having the consumer pay additional money difference or purchasing a lesser mattress for less money then banking the full credit given by ******* on the original mattress or getting the free mattress in and turning around and selling it, otherwise I do not see why you would not honor the manufactures warranty on products that are truly defective. At this time the only resolution is a 1 to 1 replacement of the mattress purchased as it supposed to be.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 04/23/2025

  
  
  Thank you again for taking the time to share your thoughts.
  First, we want to emphasize that we do process all warranty claims in accordance with *******’s requirements. As the authorized dealer, we submitted your claim promptly and received approval for it  just as you mentioned. Once the claim is approved by the manufacturer, we move forward based on what is issued to us. In this case, ******* approved the claim and issued a credit to our store for fulfillment.
  While *******’s warranty ensures coverage for manufacturing defects, the method of resolution whether a replacement mattress or reimbursement  is left to the discretion of the manufacturer and, in turn, how we’re instructed to proceed as the dealer. In this scenario, a credit was provided, not a mattress.
  Regarding Our Policy:
  Our store warranty procedure  which includes issuing store credit equal to the original amount paid  is consistent across all warranty claims and is clearly outlined in our policies, both at the time of purchase and on our sales documentation. This policy is designed to offer flexibility to our customers, allowing them to choose a replacement product that best suits their current needs.
  We understand that your preference is a 1 to 1 replacement of the original mattress. However, that model has since increased in price, and any difference would need to be covered by the customer, as is standard in cases involving store credit  similar to a product exchange where pricing changes over time.
  
  We take serious issue with the suggestion that we are profiting from your warranty claim. We want to be completely transparent:
  We do not receive replacement mattresses from ******* to resell.
  We do not profit from defective product claims.
  The store credit you received matches the final price you paid after adjustments, which reflects *******'s reimbursement to us. No part of that credit is withheld, redirected, or used for any other purpose.
  
  
  

  Customer Answer

  Date: 04/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am attaching your invoice and the warranty card sent to my by ******* directly on 4/21/25. No where on your invoicing does it state a separate warranty policy only about refunds. Also on the attached warranty card from ******* you can see that from my LAW tag picture on my mattress the warranty code is CC which is a 100 percent no cost replacement on the mattress from them for the full 10 years.  At this time we will reach no agreement unless the mattress is replaced as is supposed to be.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On May 30, 2024, I attempted to purchase one full size mattress and one twin size mattress at Mattress Gallery in Murray. Kentucky.
  1. The twin mattress price was first quoted at $299. The price was changed to $399 at the register.
  2. The full mattress was unpacked and dragged across the floor on its edge and placed on a display stand. This was the last and only mattress they had of that style. I will not accept a dirty mattress.
  3. A 10% Veteran discount was promised however the receipt did not show a discount.
  4. Price adjustments were promised however the receipt did not reflect any adjustments.
  5. Delivery cost was quoted at $25.00 by one salesman and $20.00 by another salesman, but the cost was $21.29. with no explanation.
  
  On May 31, 2024, at 10 a.m., I returned to Mattress Gallery to cancel the transaction. The salesman refused my request so I asked to see the owner/manager. The owner/manager was not in the store. I requested the owner/manager to call me. The Salesman said he would be in store at 1 p.m., but he was not. The owner/manager avoided me until June 1, 2024, when he called me that evening.
  1. The owner/manager threatened that if I came to the store they would call the police.
  2. I am fearful of going near the store or calling the store on the phone.
  3. The owner/manager said he would work out the problem on June 3, 2024. I have not been contacted by the owner/manager during the last 14 days.
  4. Due to hostilities exhibited by the owner/manager of Mattress Gallery I will not accept any mattress related products from Mattress Gallery and affiliates for fear of such items being sabotaged.

  

  Business Response

  Date: 07/08/2024

  Regarding point #1, the price discrepancy was addressed with the customers. The insert displayed on our floor was incorrect and showed a price of $299.99, upon reaching the desk *** ***** was informed of the price difference, with the price of the mattress being $469.99. He was given a 10% Military discount, as well as an additional 5% discount on the Twin mattress due to the mistake, resulting in the price going from $469.99 to the quoted $399.99, to which him and his wife told us that the price was not an issue because they liked the mattress.

  For #2, the Full mattress in question was in a protective bag before being taken out, at the customers request, to be placed upon one of our empty displays so they could test it themselves. It was then placed back in the protective bag before being stored once again, so there was no opportunity for the mattress to have gotten dirty. It is also not the last mattress of that style available, it was expressed that it is the only one available at a Double Clearance (50% discount) price, but we would be able to order a new one if the customer is willing to pay full price.

  Addressing issue #3, a 10% military discount & a 5% additional discount were applied to the customer's purchase, but they are marked as memo's in our computer system rather than a note on our invoices, so the information is not printed along with our receipts.

  For issue #4, the discounted prices were applied and the pricing was adjusted on the invoice ($399.99, down from $469.99 for the Twin, $519.99 down from $909.99 for the Full).

  Regarding issue #5, Delivery prices vary by location, for *** *****, it's a $25.00 charge, with the 15% discount applied, that reduces the price to $21.29. To address the main issue of no refund being issued, we have it indicated very clearly on our invoices that we do not offer refunds on any payments. *** ***** was indeed told that he would be contacted by our Owner/Manager, but a specific time was never mentioned as for when he would get in contact, or when he would be in our store, and that he would get in contact as soon as he was able to, rather than at a particular time and date. Police involvement with *** ***** was brought up due to his repeated actions of coming in the store, being confrontational and aggressive to our staff, and trying to collect personal information and signatures of our employees.

  To address the last issue in the complaint, no member of our staff would intentionally damage any of the property *** ***** has paid for, as that would be highly unprofessional and illegal. 

   

  Customer Answer

  Date: 07/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The response from
  Mattress Gallery is totally irrelevant! The sole issue is my legal
  and lawful cancellation of said transaction dated May 30, 2024. I
  returned to Mattress Gallery on May 31, 2024 and CANCELLED that
  transaction by a hand delivered, dated and signed letter which I have
  a copy.
  This complaint will not
  be settled until I have been returned my cash in the amount of
  $996.47.
  There are no discount
  adjustments listed on the sales receipt! Any discounts should be
  listed and itemized. The sales receipt is very vague which we
  discovered after reviewing.
  Mattress Gallery did
  not inform us of their no refund policy or 25% restocking fee until
  after the sale!
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/23/2024

  The written form of
  cancellation was delivered to us and signed only by *** ***** himself after he
  had already been informed we will not do refunds. We stand by the refund policy
  stated on Sales Receipt #**** at the time of purchase (05/30/2024). As for the
  discounts, they were applied to all items on the sales receipt, we do not list
  discounts on customer receipts but they are noted in merchants notes per
  receipt. All of the information that is needed for the customer is listed on
  the sales receipts such as the description of the product, the price, as well
  as the refund policy in clear lettering directly beside the receipts total. 

  Customer Answer

  Date: 07/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  On May 30th, 2024 my
  wife was led to believe she had purchased a brand new, factory
  packaged and sealed mattress to be delivered to her residence with
  money she had saved for that purpose. The sales receipt indicated the
  sale was made to me, ***** *****.
  The following morning after
  reviewing the sale receipt I returned to Mattress Gallery May 31st to cancel the sale until I could verify my wife had indeed purchased
  a new mattress and that I myself was not the buyer. A salesman for
  Mattress Gallery refused my request to cancel, referring to their
  refund policy which was never discussed during the sale. I asked the
  salesman to call the owner but the owner did not answer the phone.
  The salesman told me the owner would be in the store at 1 pm that
  day. I returned at that time and the owner was not. I learned ***** ***** had sold her an opened and unsealed mattress which she thought
  was a sample of the new mattress. I then insisted on and demanded a
  cancellation and the owner should contact me immediately. I returned
  that evening and delivered a letter verifying my cancellation. The
  owner called me the evening of June 1st and said I was
  interfering and if I came to the store they would call the police.
  I have not and will not accept
  that transaction because these people attempted to exchange a store
  display mattress for a new factory packaged and sealed mattress which
  my wife negotiated and paid for and expected to be delivered to her
  home.
  I did lawfully, legally and in a
  timely fashion decline a sale because they lied about the price of a
  Jamison twin mattress then substituted a display model Jamison full
  size mattress for a new Jamison full size mattress. I am also
  concerned about the condition of their products. Mattress Gallery
  refused to return my money and now they have my money as well as a
  product I will not accept because they were deceitful.
  
  

  
  
  
  
  Sincerely,
  
  
  
  ***** *****