Complaints

This profile includes complaints for National Mattress's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  National Mattress

  33 Belvia Rd Etobicoke, ON M8W 3R2

• 

  National Mattress

  3 - 6620 Kitimat Rd Mississauga, ON L5N 3K3

• 

  National Mattress

  7701 Woodbine Ave Unit #5 Markham, ON L3R 2N6

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:18/03/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 the 4th of March 2024, National Mattress' delivery driver caused considerable property damage by inexplicably driving the truck beyond my clearly marked driveway and parking area and directly onto my lawn which was wet due to a recent melt, causing the truck to get stuck and the driver to sit there spinning his wheels tearing up my lawn across an area spanning ~500sqft.
  
  I immediately contacted National Mattress via an email to their Support team, and on the 5th March they responded admitting fault in addition to bewilderment over their driver's actions which resulted in disciplinary action. However, they noted that since I had already had the $95 delivery fee waived and due to an error at the checkout causing me to receive an inadvertent ~$140 discount, there was nothing they could do.
  
  I responded stating that this was not a matter of discounts or errors made at checkout, and that National Mattress is responsible for the damage they have caused. National Mattress did not respond, and did not respond to a follow up I sent on the 10th March.
  
  All correspondence is included in the attachments, in addition to photographs of the property damage.

  Business Response

  Date: 19/03/2024

  We want to extend our sincerest apologies for the recent incident involving our truck making marks in your grass during our delivery to your farm. We understand how distressing this can be, especially when you take pride in maintaining your property.
  

  After reviewing the circumstances, it appears the incident occurred while our drivers were attempting to navigate the large gravel and dirt driveway/parking areas on your property. We acknowledge that these areas are not clearly marked or divided, which unfortunately led to the misunderstanding. Please be assured, there was no intention to disrespect your property or to cause any damage to areas that are clearly maintained lawn.
  

  In light of this, we have already offered a discount on your order, hoping to demonstrate our commitment to rectifying the situation in a manner that is reasonable and fair. We believe this gesture reflects our genuine regret over the incident and our desire to maintain a good relationship with you.
  However, we must also express that the costs you've estimated for professional landscaping repairs seem significantly higher than what we would expect for the damage described. We are absolutely open to finding a solution that feels right to both parties. If there are specific quotes or assessments from professional services that you can share with us, we would be willing to review these documents and discuss a way forward that acknowledges the inconvenience caused without leading to unreasonable expenses on either side.
  

  Our goal is to ensure you feel heard and respected throughout this process. Let's work together towards a resolution that feels equitable. Please feel free to reach out to us directly to discuss this matter further, or if there's any additional information or assistance we can provide.
  Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.
  

  Warmest regards,

  Customer Answer

  Date: 19/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 1) the driveway is clearly marked. The videos sent to the business, and that I am unable to upload here due to BBB's restrictions on file types, shows no attempt by the driver to "negotiate" the driveway, but instead drives directly beyond the driveway and parking area onto what is - very clearly - grass. They, in addition to the photos I was able to attach to the initial complaint, also shows that the driveway is clearly marked and visible as is the parking area. Had the driver attempted to avoid the grass, and accidentally caused some damage to it, I would never have filed any kind of complaint. This situation, however, is very different.

  2) the business states "In light of this, [they] have already offered a discount on [my] order". They have not. As noted in the text of the original complaint and the email correspondence attached to it, prior to delivery, a separate issue resulted in a resolution of the business waiving their standard $95 exchange charge. In addition, an error was made by their customer service agent resulting in me unknowingly paying $140 less at the point of sale (i.e., prior to delivery and this incident occurring) than what they say I should have paid for the mattress that was delivered. Neither of these "discounts" have anything to do with compensation for the property damage caused by the driver, and this was expressed to the business prior to filing the complaint with BBB in a reply email that was never responded to (in the correspondence attached). To add clarity here, had the business offered me a $235 "lawn destruction discount" at the point of sale, I can assure all parties concerned here that I would have happily declined.

  3) I will acknowledge that, if I were in the business' shoes, I would want to see professional estimates for the repair. I have engaged three companies providing sod installation services and, once I have those estimates, I will pass along to the business. However, I will not accept a resolution to this complaint until I have an arrangement structured with the business that is satisfactory to me. This is borne from the business' prior non-response to my last two emails attempting to find a resolution to this incident, which prompted this complaint in the first place, and secondly, by the attempt to misrepresent the events leading to this in the business' initial reply to the BBB complaint I have filed.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:22/02/2024

  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 am extremely disappointed with the quality of the product and the customer service provided by National Mattress. On December 12, 2023, I purchased a ********* HYBRID Luxury Firm Mattress Double/Full from the Mississauga location at **** ******* ** *** ************ ** *** ***. The mattress was delivered the same week, and we opened it on December 18, sleeping on it for the first time. However, within less than two months of use, we noticed holes in many of the seams, with the stitching coming apart at numerous creases. This rapid deterioration raises concerns about the mattress's long-term durability. Despite raising the issue with the Mississauga location, we have not received a callback or response to our email. During our purchase, Sirag, the manager or owner, boasted about the store's five-star reviews and claimed high satisfaction with the customer service, assuring us of prompt assistance in case of any issues with the mattress. We have provided the same pictures attached to this complaint to both the Mississauga location at ***********@****************.ca and *******@****************.ca. The request for a refund has been denied. The request for an exchange has been denied. No alternatives have been offered.
  
  We reached out to *******@****************.ca and have been corresponding with Donnie. Donnie has made the following claims:
  
  - This is normal wear and tear
  - This is caused by routine wear and tear and would not be any different with a different
  mattress over time
  - We cannot accept returns on opened products
  - I would not advise that you use your one-time exchange for this matter
  - Please note that there will be no exceptions for a 2nd exchange in the future
  - The manufacturer’s warranty does not extend to aesthetic issues with the quilting or seams
  or damage caused while in the possession of the customer – any or all of which would
  describe what has been shown to me
  - I am willing to do whatever I am able to help you bring peace of mind.
  - Please allow me to reassure you that these small splitting of seams is not cause for concern
  - Sometimes over time, normal wear and tear of a mattress can cause minor, aesthetic
  abrasions such as these
  - This will not affect your ability to make an exchange, or submit a warranty claim, should that
  become necessary
  - I would suggest that you use a pair of scissors to trim away any loose threads and continue
  to use the new mattress as normal
  
  In conclusion, my request for a refund or exchange has been denied and no alternatives have been offered.

• Initial Complaint

  Date:30/11/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  The National Mattress support team did not want to replace a good mattress and told me that it was normal.
  
  I bought a brand-new ********** mattress on 11/24/2023. After I got it and found it had an obvious swelling line making the mattress uneven. I could feel the swelling line which made me feel uncomfortable when sleeping on it. That is definitely a defect for a mattress. Because only one corner has that issue, the other three corners are pretty even.
  
  I sent many images to the support team. They told me that was not normal and pushed back my request. A brand-new mattress should not have that uneven line on the surface. I am buying a new mattress, not a used one. It should have a flat surface, why should I have to endure an uneven mattress?
  
  I like the mattress if there is not that uneven swelling line. My only appeal is to have a free replacement.

  Business Response

  Date: 30/11/2023

  I understand that you're facing some difficulty in describing the defect. Could you kindly provide more specific details about the issue you're experiencing? Based on the pictures you've shared, I am unable to identify any defects. However, I would like to offer you the opportunity to visit any of our locations and personally view the product you have purchased. This will allow you to confirm if there is indeed a defect with the item you received. Thank you for your understanding and cooperation.

  Customer Answer

  Date: 30/11/2023

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

  I had visited your store and tried the this mattress and also I have used so many mattresses by now. I know what normal mattress should be. All the surfaces of the mattresses I used are flat and never saw a mattress that has a line of swelling or bump. It is like the bump on the community roads when you are driving. It is  Also only one corner of the mattress has that line, the other corners or the rest areas of the mattress are flat. That line makes the mattress uneven and can be felt obviously when touching on it. Now I am feeling sad and uncomfortable when sleeping on it.
  
  I uploaded images to explain the issue. From the images, you can see the box is sticking up when putting a box on the raised area. That is because the swelling makes that area not flat. If  I put the box on the rest areas of the mattress, the box is pretty flat and there are almost no gap between the bottom of the box and the surface of the mattress. This is obvious defect for the mattress.

  As we call know any product has a small number of defective goods during the production. Bad luck to me, I got one.
  
  Therefore, I can not accept this defective mattress. Need a replacement for it.

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

• Initial Complaint

  Date:29/09/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 a mattress on September 23rd from the company's Markham location. I asked about the mattress box and if there were any discounts on it I was told no by the sales associate so I made the purchase and decided to shop elsewhere for the box. Upon doing my research I stumbled back on to the company's site nationalmattress.ca and realized there is coupon for $50 for the mattress box when combined with the purchase of a mattress. I contacted *******@****************.ca to inquire about my eligibility for this discount and was told because it was shipped on September 27th that it is too late and they will not honor the discount. I advised the associate that I was mislead by the sales associate at the Markham store had I'd known I would have purchased the box with the mattress. However the associate did not empathize and would not process the credit. I am looking to be reimbursed the $50 promotion as I did purchase the mattress within the valid time period and was not given the correct information at the time of purchase. I have attached the email correspondence for your reference. Thank you for your attention to this matter

  Business Response

  Date: 29/09/2023

  We will be more than happy to backdate your coupon and refund the amount.  For future purchases, please present any coupons or offers at the time of purchase.  Thank you.

  Customer Answer

  Date: 29/09/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  I have already made the purchase of the mattress box and attached the invoice.  Please have the business refund the $50 back to my Credit Card on used for the purchase
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:22/08/2023

  Type:Service or Repair 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.

  Purchased a new ***** mattress from retailer 3 years ago. (Order #23206).
  Was told it would have a full warranty.
  The mattress became indented in certain areas and according to the warranty if it is >1.5 inches it would be covered.
  I reached out to the manufacture and they stated the store is responsible for the warranty claims.
  I emailed the store for a warranty claim and provided the pictures they requested to support the claim.
  However now the store is saying that the manufacturer is rejecting the warranty claim since it says it is <1.5 inches, when it is clearly >1.5 inches as you can tell in the photos.
  The store is saying to contact the manuf and the manuf is saying to contact the store.

  Business Response

  Date: 22/08/2023

  Warranty claims are approved and handled by the manufacturer of the product.  We are able to help process your warranty claim by gathering all the required information.  However, it is ultimately up to the manufacturer to approve or deny a warranty claim, and provide a repair or replacement once a claim is approved.

  Customer Answer

  Date: 23/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  ***** stated - "According to the terms of our warranty, active retailers are meant to process warranty claims. I will reach out to them with the photos you sent so this claim can be handled at the store level like it's meant to."
  
  ***** is blaming the store, the store is blaming *****. At the end of the day I have a mattress with a >1.5 inch indent with no pressure applied to it of which proof was provided of the indent. I showed multiple pictures of an indent more than 1.5 inches and the response from National/***** is basically "we don't cover anything under 1.5 inches". How is that a reasonable solution?
  
  
  
  Sincerely,
  
  
  
  ***** 

  Business Response

  Date: 13/09/2023

  Mattress warranties are serviced by the manufacturer of the mattress.  You may initiate a warranty claim through the retailer you have purchased the mattress from, as this is preferred by the manufacturer.  However, the ultimate decision on approving or denying a warranty claim, lies with the manufacturer of the mattress.  Unfortunately the manufacturer has denied your warranty claim with the information that you have provided to us.  If you believe that your issue should be serviced under warranty, we recommend that you reach out to the manufacturer directly and explain your case.

• Initial Complaint

  Date:13/06/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 a ***** ******** mattress full/ double size from National Mattress Outlet based on the measurements posted on their website. First, the mattress bag was not sealed when it arrived, it was already opened upon delivery. Second, the specs of the mattress were not the same with what was listed on their website and therefor not matching my new bedframe (2 inches narrower and 1 inch shorter). Had I known this, I would have NOT purchased this mattress.
  
  When I asked for a solution, I was told the best course of action is to put through manufacturer’s warranty as the mattress is defective. After 2 weeks, the store came back to say that the warranty doesn’t cover this since, quote: “the measurements do not fall within the defect/warranty range. Any measurements less than a 2 inch deviation from the stated mattress size is considered normal in the industry as the sizes may vary from model to model”. This seemed unreasonable to me, so I asked for the claim # and official response from *****, but the store ignored my request. As a result, I contacted ***** myself and found out that the specs posted on the National Mattress Outlet website are generic and not the actual specs from the manufacturer. Also, the expected deviation tolerance is only 1/2 inch, not 2 inches, which makes more sense.
  
  I was very disappointed to see that instead of taking responsibility for the situation, the store tried to get away by putting the onus on ***** and providing false information on their behalf.
  
  I have asked for a return/ full refund OR minimum 25% discount to keep the mattress but the store did not come back with a satisfactory solution.
  
  I hope you can help me get a resolution to this. Thanks in advance, ******

  Customer Answer

  Date: 15/06/2023

  Just following up to my voicemail yesterday regarding my claim  #********. I have reached an agreement with National Mattress Outlet for a satisfactory resolution to my case