ComplaintsforDenver Mattress Company, Inc

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/16/24 purchase of $3744.46 in *****, ** location to be pulled from a ** location and delivered to my other address in ************, **. The mattress was delivered damaged with the top gel layer separated from the bottom support layer and shifted out past the bottom layer, hanging over the foot of the mattress. The cover was very very soiled and there were multiple snags to the fabric as if the mattress had been drug thru an oily dirty surface. We had purchased as clearance but were assured the mattress had been returned very shortly after the original purchase and that it was in pristine condition with no stains, snags or structural issues. Multiple attempts to request a replacement and no fair terms were offered by the store resulting in our request to have it picked up for a refund. They offered to order a new cover and suggested sleeping on the mattress for 3 weeks with a mattress pad on it to cover the greasy stains until it arrives or to unzip mattress and fold over the stains, sleeping on the bare internal mattress components. Said they would have delivery drivers try to fix the damaged end when they deliver the cover. The store is being rigid on pick up and is only offering a time that I am out of town for over 3 months and theyre solution is to contact them on our return to schedule and that they will not refund until they receive leaving them holding our funds for another 3 months. Calls to corporate headquarters have not put me in touch with a person who can help. Meanwhile, I have no mattress to sleep on and no refund to purchase another one. Very poor customer service and no accountability. Delivery drivers blamed warehouse and warehouse blamed delivery drivers. Store suggested I put it in a truck and drive it to the warehouse over an hour away to return it. I am new to the area by just a few days and do not have anyone to wait in my home during a 4 hour delivery window for a company to pick the mattress up while I am out of town.

  

  Business response

  04/12/2024

  The Store Manager contacted the customer and offered a refund for their purchase.  The mattress was picked up from the customer and the full purchase price was refunded.  We believe this matter to be resolved.  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Purple Mattress from the location in **************,** roughly 3-4 yrs ago. I am a disabled vet with back and other joint injuries and was recommended this mattress. It has springs bulging out on top. I emailed as instructed, and no response for 9 days. I called to inquire and was put on hold until I hung up after 25 min. I called agin and was told it wasnt warrantable because of a stain on the bottom on the complete opposite side of where the springs are bulging. The gentleman said you were told when you bought it any stain voids the warranty. There are no stains anywhere else. This is absolutely pathetic customer service. We bought the pillows, the protective cover, the sheets. Everything recommended!

  

  Business response

  02/29/2024

  We have spoken with ******************* and have approved the warranty exchange of his mattress.  

  We also suggested he purchase new foundations to ensure proper support of the mattress.

  The customer is satisfied with this resolution and hopes to shop with us this weekend to finalize his warranty exchange.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Mattress from Denver Mattress in ***** ******** on February 10, 2024. Everything was great until I could not sleep on the mattress due to my back issues. The store policy as I was told are that I have 4 months to return the mattress for a full refund, but I returned it in 12 days in perfect condition. It was free delivery front door drop off and a free gift with purchase plus $100 off of every $1,000. I was told that I could keep the free gift (sheets, pillow, mattress protector $300 gift, even if I returned the mattress (no obligation). When I contacted the store and spoke to *********** *******, I repeated the conversation back to make sure I was doing what they told me to do. What he had told me before about the gift and that I would get a full refund no obligations. They came and pick up the mattress in perfect condition, I even put it back in the plastic it came in, but the Manage *** called me back and said that because I returned it he was going to charge me a $99 pick up fee (NOT IN CONTRACT) and I was being charge $300 for the FREE GIFT (NOT IN CONTRACT). I should have know better than to buy from this location I believe there is some kind of scam going on. I also purchased a base which I canceled before delivery, but there was a promotion and I was short a ***** to receive the discount, so the manger added an expensive pillow over one *****. The first time I ask the price on the base I was going to buy they told me 1500. then 1299., then 999., on the same base. Something is not right at the location. I'm not sure where to go from here, I did receive my refund on my mattress, but charged me for delivery and the gift (NOT IN CONTRACT). I should not be charged for something I was told I would not be charged for. Buyers be aware.

  Customer response

  02/27/2024

  **** THE REGIONAL MANAGER RESOLVED THIS ISSUE THANK YOU 

   

  

  Business response

  02/27/2024

  Good Evening-

  Per the request a member of our management team has been in contact and a refund has been issued.  If anything else is needed please let us know.

  Sincerely,

  *****************************

  Customer response

  02/27/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a double chest of drawers from Denver Mattress/Furniture Row in ********* ** on 2/21/22. It was during the pandemic when furniture was taking longer than normal to get so I wasn't surprised when I was told it would take 4-6 months. I paid in full on that date, including delivery charges. The total paid was $1262.25. The chest finally came in and was scheduled for delivery 12/19/22. The day before delivery a Denver Mattress employee named ******* called to let me know the chest was dropped during loading and was damaged beyond repair. I was very disappointed after such a LONG wait. He asked if I wanted a refund or to have the chest reordered. I told him the only way I would reorder a new one is a guarantee it could be delivered no later than 4 weeks AND I wanted a discount on the new chest since the process had been such a nightmare. ******* said he would pass along that information and have a manager contact me the following day. A couple days passed without one word from anyone. After several attempts to reach a manager, I was finally able to talk to someone that told me the chest had been reordered but a discount was not possible. I told them that was not our arrangement and that I didn't have much confidence in a company that has such terrible communication skills and follow through. At this point I was just over this company and asked for a refund. The date this happened had to be in January or February. Then I started getting calls and texts about wanting to deliver the replacement chest. I explained a refund was requested and in the process because I'd gotten tired of the run around, lack of communication, and long periods of waiting. The delivery service continued bugging me, even after being told I canceled the order and requested a refund. I was in contact with multiple people at Furniture Row/Denver Mattress always asking the status of my refund. *****, the store manager, was my primary contact person. No refund all these months later.

  Customer response

  02/22/2024

  I received a full refund from Denver Mattress/Furniture Row yesterday (2/21/24). The credit was applied to the same credit card I used to make the purchase.  Thank you for your assistance!

  

  Business response

  02/27/2024

  We contact ****************** and a full refund has been given.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a sectional with recliner last October 2022. The mechanism for the recliner went out in June 2022 and I called to inform them. They said it was covered under warranty. After months of calling after that, a guy came to look and said, yep it needed a mechanism. We havent seen him since. I call once or twice a month checking on it (thats the side my husband sits on and it sits sideways) and they keep putting me off. We are into month 6 of waiting.

  

  Business response

  01/13/2024

  We spoke with ***************** about the recliner part she has been waiting on the part for. We let ***************** know that instead of waiting for the part we would just replace the whole piece. ***************** was happy with the decision and would let us know whether she wanted to swap it at the store or have it delivered. She is scheduled to be delivered this coming week.

  Customer response

  01/13/2024

   
  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.
  
  Sincerely,
  
  *******************

  

  Business response

  01/15/2024

  We spoke with ***************** about the recliner part she has been waiting on the part for. We let ***************** know that instead of waiting for the part we would just replace the whole piece. ***************** was happy with the decision and would let us know whether she wanted to swap it at the store or have it delivered. Everything should be resolved in the next 2-3 weeks.
  
  Thanks,
  *********************
  Regional Sales Manager ********
  Furniture Row
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Denver Mattress opened a credit card in our name (with a third party) without our consent. We want the charges reversed, our credit repaired, or monetary compensation.

  

  Business response

  11/06/2023

  We have spoken to the customer and explained we are unable to close this account on their behalf and they will be required to contact ************** to do so.  While we have also spoken to our sales team to ensure they very clearly explain how our different financing options work, opening an account is not something we can do on our own and requires the customer to provide all their personal information, acknowledge the financial disclosures, and e-sign the application.  We believe this situation to be resolved.  

  Customer response

  11/08/2023

   
  Complaint: 20800186
  
  I am rejecting this response because: when we called to resolve this your employees were completed a******* Zac is a scammer and should be fired. This is a lazy response from management.
  
  Sincerely,
  
  *******************

  

  Business response

  11/17/2023

  I apologize for any inconvenience this caused you.  In reviewing our records, I see your purchase has been refunded 100%.  I want to let you know we are taking steps to see this does not happen again in the future.  If you would like to discuss this with me any further, please feel free to call me at **************.  ~***********************

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  09-23-2023 $2,168.60 I went to purchase a new bed from this company. It was a birthday gift for myself. My husband and I look at several different beds before deciding on one. The bed we picked out was a King size adjustable bed with a massage built into the bed. When I received the bed a week and a half later it was NOT the bed we thought we were purchasing. It was just a basic adjustable frame bed. When we were there with the sales person who's name is ***************************** we talked about the message portion of the bed the whole time we were there, my husband is in construction and has back problems so we were excited to get this bed but that's not what we received. The day it was delivered I called the store and spoke to the manager. He was nice but not really helpful. So I went up to the store to speak to someone face to face. The manager I just talked to was there but ****************** was not, in fact he wasn't going g to be there for four days. So I went back today which is Friday Oct 6th 2023. He was there so I went to speak with him. I'm pretty sure his manager told him I was coming back so he could get his story straight. He then proceeded to try and convince me that we said the other one was to expensive so we settled for *************, in which case was a complete lie. We never even told him what we were wanting to spend. Then he said for only $700 more we could get what we wanted. Ridiculous! This was a complete false sale of merchandise. We know exactly what we wanted and that's 100 percent not what we received. I wasn't able to get anywhere with the manager or this sale person *****************************. My biggest complaint is with ***************************** because he knowingly made a false sale.

  

  Business response

  10/09/2023

  Good Morning-

  ***********************(Regional Sales Manager) called and discussed this issue with the customer.  They agreed to upgrade the original base the customer received to a base with all the requested features at no cost.  This issue has been resolved.

  Sincerely,

  *****************************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In June we purchased July 4th sale) 2 new purple mattress 4 we received one new and one used (see email below) After calling the company and finally speaking with the district manager and agreement was made to replace with a comparable purple rejuvinate mattress at no cost They would pick up and set up at no cost since it was their mistake No invoice came so i requested it again (details in attachments) they now want to replace the mattress with a lesser quality mattress they just want the to refund at a lower price than should be refunded I have enclosed copies of receipts how much i figured a refund should be i do not want the refund but want the replacement of comparable item we purchased a 4 what they want to replace with is a lower model i spoke to a Mattress Firm dealer and they can get me the 4 but not at the sale price i paid. They told me I "was being hoo-dood" they also told me purple does not charge for delivery. I was charged $225 which should be refunded

  Customer response

  08/26/2023

  *** had told me the day we spoke on the phone Denver mattress pad purple 4 mattresses in their other warehouse **** being the closest only he did not want to pay the $600 for *** to get it. That is why he wanted to replace with rejuvenate. He also offered to replace both mattresses 

  All I really want is what I originally purchased new purple 4 mattress 

   

  Customer response

  08/26/2023

  This was originally faxed to corporate office on August 15 but got no acknowledgment 

  First let me start out by saying I live 80 miles from the Denver mattress store in concord but because we had heard good things and had been there previously when *********************** drove for you we decided it would be worth the trip to go there
  
  On June 30th I purchased 2 new **-pupr4q during the July 4th sale We were told they had one in the store but the salesman ***** called the Virginia store while we were there and they had another new one.  We were told it would be a few weeks before delivery.  We were fine with that.  We were also told it was a $200 delivery fee and we would be responsible for disposing of our old mattresses.  Again that was not an issue
  I left a happy customer.
  
  Delivery was later set up for August 11, again not an issue for us.
  
  The delivery men arrived with one new mattress and one in a plastic bag already expanded.  I immediately called ***** who claimed something fell through the cracks he apologized and offered me a discount to keep it stating it must be a floor sample.  I no longer have a bed to sleep in so I agreed.  
  
  The delivery guys a left and we unwrapped the mattress.  It is dirty and has foot prints on it and it is dirty.  I tried to call ***** but was told he was  unavailable.  My husband who is a master craftsman with Furnitureland south attempts to clean it.  It does not come clean.  
  
  The survey comes in and I complete it giving 4s and a 1 when asked if I would recommend.  ***** immediately calls me.  He says if he would have realized it was my order he would have called and told me. My response I dont care who the customer is if you are substituting they deserve to be advised.  He states he will try to get me a new cover and will be in contact with me.
  
  I called to have a professional upholstery cleaner come to clean the mattress.  They wont touch it because they say it looks used and not sanitized.  Before I had a chance to call ***** I got the following text message 
  
  Hi ******! Thanks for choosing Denver Mattress.
  Quick question. On a scale of ****, how likely are you to recommend us to a friend? (0=unlikely, 10=likely)
  
  I am just waiting on ***** to see if he really follows through. As of right now it's a 1  In case you don't know the situation on 6/30 I ordered 2 new **-pur4q purple mattresses. These were last years and were on sale for 30% off. I was told they had one in stock and ***** called the store in ******** and confirmed they had one.  I was told it would be several weeks for delivery which I was totally fine with. 
  
  I am just waiting on your new mattress cover to come in so I can get it mailed out to you. I will let you know when its in store and send it out to you
  
  Delivery was set for Aug 11. We were told it was our responsibility to dispose of the old mattresses which again I had no problem.  When the delivery guys came I got one new mattress and one possible floor sample in a large plastic bag. I immediately called and was offered additional off or refuse delivery of both mattresses Since I no longer had any mattresses I didn't want to sleep on the floor I accepted them.  I did ask why I wasn't informed I was not getting 2 new ones I was told if he knew it was my delivery he would have called me. Regardless of who's delivery the customer should have been notified.  When removing the plastic we found this mattress is dirty even has footprints on them.  ***** called me after I sent the delivery survey.  He stated he was going to try to get me a new cover from purple and would be in contact with me.  That was Friday and I still have not heard anything. I had a professional cleaner come in and they will not touch it because they feel it was used and returned and they don't know if it was sanitized.   Now I am wondering what really happened to my other new mattress. 'My first thought they sold it now I am wondering if the didn't give it to the other customer who may have been dissatisfied and slept on it for 99 days!   Can you provide proof of sanitation?
  
  Are there any tags either yellow or white along the sides and back of the mattress?
  
  No. And what really happened to my other new mattress 
  
  
  ***** then called me. He said he had been on the phone with the regional manager.  He admitted he sold me a used mattress and is trying to get me a new cover.  He wont understand I purchased new. I want new. I even asked if something was comparable. He only wants me to send it back and refund what I paid. Bottom line I got this at a sale price I didnt buy a used mattress and I want what I paid for!  He keeps apologizing and said it just slipped through the cracks. I have asked for his supervisor as I am getting nowhere with him. He states he is the supervisor and refuses to give me any information 
  
  I dont k ow where to go or what to do. As stated before I purchased a new purple mattress and I think I deserve a new one not one that someone else returned!
  
  *********************
  ************
  

  
  

  

  Business response

  08/29/2023

  Good Evening-  

  The store manager in ********* let me know he contacted you earlier today and we have found a resolution for this issue.  The new Purple 4 mattress will be shipped to ********* and once we have received it, we will call and schedule it for delivery.  If you need anything else before or after the delivery, please let me know.

  Sincerely,

  *****************************

  Customer response

  08/29/2023

  They also said they would credit the $425 they were charging for shipping.  At this time my charge card does not reflect this.  I told Gabe once I got the NEW mattress and not a used one I would close the dispute. I was told the new mattress should be in ********* on Monday and be delivered Friday September 8

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June 2022, My son and I went to Furniture Row to purchase furniture for our homes. We had just relocated here from *********, **. Some of the furniture that I brought with me didn't look right with my new home. I went there to purchase furniture for my living room, dining room and bedroom. All costing around $12,000.00. My son and his wife spent around the same amount on their furnishings. The living room set that I purchased was not in stock. They said it would be there by the end of July. July turned into the end of August. The furniture came with a year's warranty. One day while sitting in my kitchen, I noticed the bottom lining in two places hanging down from the sofa. I had my son turn the sofa over to check it out. We noticed two slats on the sofa were positioned down from the other slats. As I told Furniture Row, My daughter and I are living in my household. Besides my sons family, were the only ones here in ********. No friends or other family member. This area is rarely occupied for, I have two other seating areas we utilize more, especially when, my son his family comes. I reached out to the company. They told me to take pictures and forward them for review. I complied. I was told that the manager had to be consulted. After they consulted the manager, I was told they couldn't do anything, that the slats broke because too much weight was put on the sofa. As I mentioned we rarely sit on the sofa. I asked them how could they come up with that assessment when they haven't even come to check the sofa out. The slats weren't broken as they've suggested, but simply positioned incorrectly on the sofa when assembled by the manufacturer. There's a defect where two slats isn't even with the rest of the slats on the sofa making it sit lower in that area. The slats were covered with the lining, which made it unnoticeable. I only noticed it when the lining in the areas came a loose. I'm only asking them to fix the problem. I'm not asking for a new sofa.

  

  Business response

  08/01/2023

  **********************, Store Manager, spoke with ****** yesterday. Repair service will be scheduled with a repair tech named ***********. He will reach out to schedule her. ****** is good with this solution. 

  Customer response

  08/02/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress from Denver Mattress company. I visited the store and was helped by an associate on two separate days. She had touted the generous return policy multiple times and assured me I could try out a mattress and get a refund if it didnt work out. After receiving the mattress 24 hours ago, we tried the mattress for one night and it gave me incredible back pain. I have slept on terrible mattresses before but none gave me back pain like the doctors choice firm mattress. Having only had the mattress in my possession for 24 hours and knowing I would not be able to sleep on it another night, I called the store and inquired about a refund/return. This is the first time I was informed that I was required to purchase a mattress protector on my invoice to be eligible for a refund. The sales associate stated that they wouldnt be able to give me a refund and at most would potentially give me 50% store credit after 30 days. This is incredibly infuriating as I was not informed of the requirement to purchase a mattress protector in order for the refund policy to be effective. The store credit would be useless to me since this is their firmest mattress and it still gave me terrible back pain.

  

  Business response

  07/28/2023

  Hello All,

  I have spoken with ***************  After discussing the issue with her, I approved for her to return the mattress for a full refund, less the delivery fee.  ******* was satisfied with the end result.  

  Thank you,

  *************************

  Customer response

  07/28/2023

   
  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.
  
  Sincerely,
  
  *******************

*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. ↩