Complaints

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

close

Find a Location

Amerisleep has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Amerisleep

  7167 E Rancho Vista Dr Ste 137 Scottsdale, AZ 85251-1496

  
• 

  Amerisleep

  5235 Marathon Ave Ste D110 Fort Worth, TX 76109

• 

  Amerisleep

  11800 Domain Dr Ste 114 Austin, TX 78758-3426

• 

  Amerisleep

  5135 W Alabama St Houston, TX 77056-5827

• 

  Amerisleep

  2905 E Skyline Dr Ste 225 Tucson, AZ 85718-3093

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:09/19/2025

  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.

  9/5/25 I requested to cancel my order after I learned my shipping date had been extended a full week. Mattress was for a guest room and was needed before the new arrival date. So, order was canceled and the mattress never left the warehouse. I was told I would receive a full refund of $1549. Still waiting on refund. It should never take this many days to reverse a charge!

  

  Business Response

  Date: 09/19/2025

  We appreciate the opportunity to address this concern.
  
  The guest requested to cancel their order on September 5th, 2025 after learning the shipping date had been extended. We completely understood their situation and promptly began processing the cancellation. The guest was kept updated throughout the process, and we are happy to confirm that the mattress never left our warehouse.
  
  Our accounting team finalized and issued the full refund of $1,549.00 as of September 19th, 2025. Depending on the guests financial institution, it may take several business days for the credit to reflect on the original form of payment.
  
  We sincerely apologize for any frustration caused by the processing time. We value our guests and always aim to ensure cancellations and refunds are handled as quickly and smoothly as possible

  Customer Answer

  Date: 09/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *********
  
   
  

• Initial Complaint

  Date:08/26/2025

  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.

  Amerisleep has kept my refund money for a ridiculously long time and do not reply to emails. My refund was picked up July 29th and a month later I still do not have my refund. They sent an email that my return was "in process" for a refund for a week. I have sent multiple emails where they never responded back. Now I am being told I wont see my refund until at least September 10th. ? They only respond on online chat and are not very helpful.Keeping money for a refund for 43 days is unacceptable and honestly embarassing customer service. For the industry standard at most to be 7-10 days and often 2-3 days, 45 days is fraudulent to the customer when the item has been returned. At this point I am ready to just file a chargeback because keeping my money for this long is wild. Sadly, I will not be recommeding Amerisleep to anyone.

  

  Business Response

  Date: 08/27/2025

  We apologize for the delay and frustration this caused. Your refund has now been fully issued. While our refund timelines are within policy, we recognize that this experience did not meet your expectations and we regret any inconvenience this has caused.

• Initial Complaint

  Date:06/24/2025

  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.

  I have purchased 3 mattress in total from Amerisleep in the past. Bought the AS3 Hybrid mattress 06/09/24. Mattress lost alot of its support and has caused neck and back pain; there are two huge indentations/dips in the mattress. I reached out directly to Amerisleep 05/8/24 and sent all the pictures they requested. I also included a video to show them even more clearly! They said they would review my claim and get back to me. A few weeks went by and no response so I reached out, again no response. I allowed 2 more weeks to go by and reached out again to chat this time. They said my ticket would be moved up in priority. Here we are a MONTH and a HALF later with still no response or reply!

  

  Business Response

  Date: 06/24/2025

  Thank you for taking the time to share your experience, and please accept our sincere apologies for the inconvenience and frustration this has caused.
  
  At Amerisleep, we take product quality and guest satisfaction seriously, and we regret that your recent experience did not reflect the high standards we aim to upholdespecially when it comes to warranty concerns. We understand how disappointing it can be to deal with a support issue, particularly when you're experiencing discomfort with your mattress.
  
  Your warranty claim and supporting documentation were received and are currently under review by our warehouse team to determine whether the issue qualifies as a manufacturing defect.
  
  Please know that we are actively working to complete this review and will be following up with you directly as soon as a resolution is reached. We truly appreciate your patience.
  
  If you have any questions in the meantime, we welcome you to contact our team directlywere here to help.

  Customer Answer

  Date: 06/24/2025

  You have had a month and a half to review the documents you requested. It is clearly a manufacturing defect. I have reached out multiple times with 0 response until going through the trusty BBB. 

   

  

  Business Response

  Date: 07/02/2025

  Hello all,

  
  Weve been in direct contact with the customer through our warranty team, and a replacement of the same mattress model is currently being processed under warranty.
  If you have any questions in the meantime, please dont hesitate to reach out to our team directly.

• Initial Complaint

  Date:05/09/2025

  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.

  2 transactions:6/9/2021 $1130.62 for a queen mattress & 9/5/2021 $1583.17 for a king mattress $2,713.79 total *********** commits to provide a 10 year warranty for two mattresses. They began to fail a year in and have gotten worse. We contacted them a year in and were told we needed to show photo evidence of the damage. We tried but due to the nature of the mattress mattress material, the foam failure doesn't show up. We tried to keep using them as we had several family crises and could not take the time to send more requests to honor the warranty. The mattresses have completely failed at this point and we cannot use them anymore. We've already had to replace one (our personal bed) because sleeping on them has caused ongoing pain. We will now need to replace the other. We wish to be reimbursed for much of the cost as they certainly did not live up to their claim. I have been trying for more then a month this time to resolve it but apparently their warranty **** does not speak on the phone and they have not replied to any email since 4-18-2025. They have done nothing to try and resolve the problem. They are ignoring my requests for contact and no one answers the phone at the company after multiple calls. I took time to research companies to ensure we had a product made in the ** and with US customer service. What a fail. I want to make sure no one else falls victim to their deceptive warranty claims, poor product quality, and deplorable customer service.For the many days/hours I've spent trying to resolve this without success, for the three years of rotten sleep, for the now-necessary visits to a chiropractor caused by back and hip pain, and for the time and cost of replacing one, and soon the second mattress, we feel we deserve our money back.

  

  Business Response

  Date: 05/27/2025

  We appreciate the opportunity to respond to the guests concerns and regret that their experience did not meet expectations. We take warranty claims seriously and aim to provide clear, consistent support.
  
  The guest contacted us regarding mattresses purchased on 6/9/2021 (Queen) and 9/5/2021 (King). As outlined in our warranty policy, we require photo documentation showing structural issues, such as visible sagging or indentations beyond the warranty threshold when measured without weight.
  
  While we understand the guest had difficulty capturing these images, the photos submitted did not meet the necessary criteria for approval. Weve explained the requirements through multiple phone calls and emails, but without the appropriate documentation, we were unable to move forward.
  
  A similar claim submitted in 2022 was also closed for the same reason. Our warranty department operates via email to ensure fair, thorough review of each case, and we remain open to reassessing this claim if proper images are provided.
  
  As a courtesy and in recognition of the challenges faced, we are also offering a 50% discount toward a replacement mattress, regardless of warranty approval. We hope this gesture helps provide a satisfactory resolution.

  Customer Answer

  Date: 05/27/2025

   As the business stated, I did submit the photos they requested. At that time, I explained that their warranty terms are flawed with regard to this sort of mattress, which they must realize. This sort of flaw shows up easily in photos of a conventional spring mattress, however, foam does bounce back and fill in visible surface sagging. When any weight is put onto the mattress, however, the foam material collapses. It's impossible to capture that with a photo, at least in any way I can figure out. I explained this repeatedly and requested some acknowledgement but got nothing until the day after I submitted my complaint. As explained to Amerisleep, due to back issues which developed over the time that we slept on the mattresses, we had to replace them. This has caused a large out of pocket investment which we neither planned on nor expected to have to do since a big reason we chose Amerisleep was because they confidently promised customer satisfaction for their "high quality" products. The offer of a store credit was not made until now and since we needed new mattresses, we have had to spend several thousand dollars in replacing the two we purchased from Amerisleep. A refund of the same amount would be much more of a fair gesture at this point after patiently waiting for resolution and finally having to make a new purchase when a resolution could not be reached.The $500 as a refund would help offset the unexpected and unplanned cost to us. Thank you in advance for your response.

• Initial Complaint

  Date:04/29/2025

  Type:Delivery 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 bought an AS3 Hybrid on 11/2/24. Amerisleep put down the wrong tracking number on my order. Because of this, I never received any notifications about my delivery, and even though I was repeatedly checking their tracking system, it always said "order processing". I also kept receiving re-affirming emails that my mattress was 'on the way'.When I called in, the agent noticed the issue and fixed it. Only problem is, my mattress had already been delivered multiple weeks beforehand, and stolen since it was just sitting there with no notice.I live alone and am not always at my primary residence. Without any way of knowing when an order was delivered, this was bound to happen. This issue is a direct result of Amerisleep's mistake.I went through a very lengthy customer support experience, where in the end they refused to help me. They did claim they could help if I filed a police report. I did not want to be involved in this process for an event that happened months ago, with no video or evidence whatsoever. Throughout my experience, I had several unprofessional interactions with their ** team. I was strictly professional even given the circumstances, and was met several times with emails that didn't get responses for weeks, attempts to shift ownership of the situation to *****, and phone conversations where it was clearly inferred that they suspect I am being untruthful. I filed a chargeback with my bank, and unfortunately, since the ** interaction took too long, the time period for this had already ************ is 4/29/25, almost 6 months after I placed my order, and I am still out $1500 for a product I never received.

  

  Business Response

  Date: 05/08/2025

  Thank you for taking the time to share your experience. We are truly sorry for the frustration and inconvenience you've endured, and we understand how upsetting this situation must be, especially given the delivery confusion and the challenges you've faced in trying to resolve it.
  
  After reviewing your order and the history of your communication with our team, we recognize that the incorrect tracking number contributed to a significant breakdown in the delivery process. We sincerely apologize for this error and the impact it has had on you. While we are unable to offer a refund at this time, we do want to make things right by offering a one-time replacement of your AS3 Hybrid mattress at no additional cost.
  
  We hope this resolution demonstrates our commitment to your satisfaction and helps restore your trust in our brand. Should you wish to proceed with the replacement, please reach out to us directly at *************************** or ************** so we can arrange the delivery at a time that works best for you.
  
  Again, we deeply regret the circumstances surrounding your experience and appreciate your patience as we work to make this right.

  Customer Answer

  Date: 05/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair 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.

  Amerisleep used to be the most amazing company I own two beds ( still have) the as5 and as3. I thought Id get the as5 because my old one is still kicking and so comfortable. Well this one was not comfortable. My fiance was even having pain and normally doesnt. I woke up in pain almost daily which was not happening in my prior bed. Amerisleep advertises an exchange no hassle trial period for beds. I decided to exchange my bed and it was an absolute nightmare. It took days for them to get back. If you want to speak to someone you call a phone number and they put in a ticket for someone to call you back in 3-5 days. Time started to run out and they said they had no one to come get the previous bed. They said to get it donated but I had no time, the new bed was coming in a few days. It took absolutely everything in me arguing and emails and phone calls until finally they sent a junk hauler for a brand new mattress. They new bed is here the as 3 and yet again the quality of the bed is nothing like the as 3 i also own. It is making my pain worse but now because of their delays I can not return it. I wake up in awful pain that lasts all day sometimes. I can not believe this happened. I dont know if its intentional? I want my money back. Im not sure of the exact amount because they refunded the difference from as5 to as3

  

  Business Response

  Date: 05/27/2025

  We are sorry for any inconvenience and frustration in this experience. At Amerisleep, we are committed to providing a smooth and supportive experience, especially during mattress exchanges and returns, and were sorry to hear that this was not the case here.
  
  We recognize that delays in communication and scheduling contributed to a difficult experience. This is not the level of service we strive to provide. Although the current mattress is an exchange, and typically ineligible for return under our policy, we would like to offer a one-time courtesy return for the AS3 mattress to resolve this matter. Our team will coordinate the pickup and refund the remaining balance paid toward the order once the mattress has been removed.
  
  We hope this gesture helps restore the customer's trust in **********************. If the customer would like to proceed with the courtesy return, they may contact us directly so we can begin coordinating the next steps.

  Customer Answer

  Date: 05/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I would like to know how the removal will be handled. 
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:04/16/2025

  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.

  I purchased a cali king bed with a wood frame and headboard. When it arrived, there was NO HEADBOARD. Amerisleep claims that the pictures are not accurate on the website. Here's their response:Please note that we do not sell headboards. The headboard shown in the product image is for display purposes only and is not included with the purchase. This is indicated in the image caption, which states, "Headboard not included."I clearly purchased a bed frame with a HEADBOARD. The pictures and the video on the website show the headboard.

  

  Business Response

  Date: 04/24/2025

  We're truly sorry for the confusion and disappointment surrounding the headboard expectations with your recent order. While our product page does include a caption noting that the headboard is not included, we understand how the photos and video may have conveyed a different impression.
  
  Your feedback is incredibly important to us, and were already reviewing how to better clarify this information for future customers. We appreciate your loyalty as a returning customer and your honesty in sharing your experience.
  
  As a gesture of goodwill, wed like to offer a $50 credit toward your purchase. A member of our team will follow up with you shortly to ensure we support you in away thats meaningful and fair.

  Customer Answer

  Date: 04/24/2025

  $50 refund doesn't solve anything for this $2800 purchase.  I still need a headboard.  Amerisleep is not taking responsibility for this still claiming there was some fine print I missed saying 'headboard not included'.
  
  The website overwhelmingly showed that i was purchasing a bed frame with a headboard.  Why couldn't they offer to get me a headboard somehow?  I am beyond unhappy
  
  

• Initial Complaint

  Date:04/16/2025

  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.

  February 10th (2/10/25)I noted in writing I needed a return to be processed. March 3rd Received email stating acknowledgment of beginning return process- after I called a few times. March 5th Finally referred to Sharetown for mattress removal service, who themselves were prompt and helpful. March 11th Mattress was picked up and I emailed the receipt of that pickup. March 13th Email response stating that my return would now begin to be PREPARED for processing. March 22nd Emailed promising full refund within 14 days, with an additional 10 days for bank to process. Todays date is 4/16/25, no refund and no response to my last two emails. Note that it has been over two months from start of return process.

  

  Business Response

  Date: 04/23/2025

  Thank you for bringing this to our attention. We completely understand how frustrating and disappointing this experience must have been.
  
  Ive reviewed your return, and I can confirm that your refund has been fully processed. An email confirmation was sent with the details of the refund and the estimated time frame for it to reflect in your account. If you havent seen that message, it may have ended up in your spam or promotions folder.
  
  If theres anything more we can do or if you need help locating the refund confirmation, please dont hesitate to reach out.
  
  We're here and happy to assist.

  Customer Answer

  Date: 04/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:04/15/2025

  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.

  After 4 months of waiting for resolution to a warranty claim issue which is validated by pictures specifically requested by this company that match and show our warranty claim is valid, the company has gone completely silent on us. After one month of submitting the claim they asked for additional information, it was provided promptly. That was over three months ago and after numerous emails to their customer service, there been no response. Their online chat representatives have been more responsive but unhelpful saying they will make note of the issue but cannot help. This is frankly ridiculous and infuriating because the indentation which stretches all the way across the mattress is three inches deep in places and protrude inward towards the center of the mattress 16 inches making it unusable. We spoke in person to a representative at their ****** store before it was closed and he confirmed that they were having so many issues with their A5 hybrid at this time that they changed how they made them. All we want is our claim to be honored in a timely manner, to this point the entire process has been insulting.

  

  Business Response

  Date: 04/16/2025

  Thank you for bringing this to our attention, and we sincerely regret the delay and lack of communication you've experienced regarding your warranty claim. We understand how frustrating and disappointing this situation has been, especially given the issue you've described with your mattress.
  
  Please know that your claim has not been forgotten. Our warranty team is actively reviewing your case and will be reaching out to you directly to provide an update and next steps. We recognize that your concerns deserve timely and respectful resolution, and we are working to ensure your experience moving forward reflects that.
  
  Again, were truly sorry for the inconvenience and lack of follow-up thus far. Your patience is appreciated, and were committed to resolving this matter as quickly and thoroughly as possible.

• Initial Complaint

  Date:04/05/2025

  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.

  my wife and I ordered an Amerisleep AS2 mattress roughly 3 years ago. Over the last year, we have experienced a severe drop in quality of the mattress. We are both normal weight (130 lbs and 160 lbs) and we have never moved the mattress or induced any undue stress on it. The mattress has been severely sagging, and has led to medical issues (back pain) for my wife and me for which we have started seeking medical attention. I filed a complaint with Amerisleep with a request to replace the mattress with a firmer one, which they never responded to. I had to call them to solicit a response and they indicated that despite a 10 year/20 year warrantee, they would not entertain any conversation about replacement unless it sags more than 1.5 inches without any weight on it! Poor product and poor product life. I am requesting either a refund for my mattress or a replacement.

  

  Business Response

  Date: 05/23/2025

  Thank you for reaching out and sharing your experience. We're truly sorry to hear about the discomfort you and your wife have been experiencing, and we understand how frustrating this must be.
  
  We did attempt to contact you via email on April 5th regarding this matter, but unfortunately, we did not receive a response. This email was requesting images to show the warrantied defect.  As per our policy, the request timed out on April 19th due to inactivity.
  
  Additionally, after thoroughly reviewing our records, we have been unable to locate any purchase information associated with the details provided. In order to move forward and further assist you, we kindly ask that you provide any of the following:
  
  The full name used at the time of purchase
  The order number (if available)
  The email address associated with the order
  The approximate purchase date and delivery address
  
  This information will help us locate your order in our system and determine what options may be available under the warranty policy. Were committed to providing support and will do our best to assist once we have the necessary details.
  
  We appreciate your patience and look forward to resolving this for you.