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:10/27/2025

  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.

  On March 18th, 2025, I contacted Mattress Plus and spoke with the district manager, Bilal A. I discussed that I wanted to get a replacement mattress from my warranty because the mattress protector he sold me, which was supposedly waterproof, wasn't. My toddler was having accidents on my bed, and it was going through the mattress protector. Bilal informed me that it could happen, and he requested photos of the tags so that he could file a dispute with the manufacturer. He followed up with an email that day, and I sent the requested documents. I didn't hear anything. I then reached back out to follow up, contacting and going to the store numerous times, where I was told Bilal wasn't there, but the message would be passed along. Bilal's only contact is through email. He wouldn't respond to my emails. When he did, he requested a certain tag that wasn't on the mattress protector and sent me a screenshot of what the manufacturer was saying, but no date or time was given on the screenshot email. I contacted him back and still haven't heard anything.

  Business Response

  Date: 11/10/2025

  Hello,

  
  Thank you for bringing this matter to our attention, We value our reputation and customer satisfaction. We take our customers' concerns very seriously, and we do our absolute best to ensure that our customers are happy and satisfied, which will be demonstrated in the details and documents I will provide.
  
  
  On March 15, 2025, REMOVEDreported to us that her son had an accident, and the mattress protector had failed and caused stains on her mattress that was purchased from us on July 2, 2022. As a person who has been in this business over 16 years, I'm fully aware of the warranty process and how it works. I did not say or mention at any point that a "replacement mattress would be no problem" as she falsely claimed in her complaint. I was trying my best to assist REMOVEDwith her claim .
  
  
  On March 18, 2025, I asked REMOVEDvia email to send pictures of the mattress, the mattress protector and the mattress protector tags so we could start the warranty claim with the vendor, REMOVED. She sent the pictures on March 31, 2025 and I submitted the claim to REMOVEDon April 1, 2025.
  
  
  On April 11, 2025, the vendor replied and stated that they received the pictures we sent, but they required a picture of the front and back of the protector, pictures of the tags on the mattress protector, a brief description on how the protector has been laundered, and current shipping address.
  
  
  When I returned from vacation I sent REMOVEDan email on April 22, 2025 with the requirements I received from the vendor in order to proceed with the claim.
  
  
  In early August 2025, REMOVEDphoned the store angry, using profanities and verbally abusing our staff. I was informed of the call later that day, and I had asked my employees to call REMOVEDand asked her to reply to my email sent back in April. 
  
  
  On August 12, 2025, I received an email from REMOVEDwith the same pictures she sent in previous emails. 
  
  
  I spent a significant amount of time in September attempting to convince the vendor to bypass their picture requirement on REMOVED's behalf to no avail.
  
  
  On October 22, 2025, I sent an email to REMOVEDto inform her that I was still working on her claim and once again asked her to send pictures of the front and back as well as the the tag of the mattress protector to proceed with the claim, as well as a screenshot of my conversation with the vendor as proof that I was still working on the claim. 
  
  
  As a gesture of goodwill and to prove our willingness to resolve the issue on our own and bypass the vendor, our Market Director of Sales, Mubashar, contacted REMOVEDon 11/03/2025 and offered a resolution. 
  
  
  Our proposed settlement was:
  
  
  1- Professional cleaning service within two weeks time and free mattress protector.
  2- In the event the mattress wasn't cleaned properly, Mattress Plus will replace the mattress 
  3- If the mattress is not available the customer receives a store credit for equal value to select a different mattress.
  
  
  We believe this resolution is fair and exceeds warranty obligations and considered this matter to be resolved but remain available should the customer have further concerns. 
  
  
  Please let us know if additional information is required. Thank you for your assistance in this matter.
  
  
  Sincerely,

• Initial Complaint

  Date:04/09/2025

  Type:Delivery 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 name is REMOVEDand on 3/1/2025 I ordered and paid for a dresser from REMOVEDto be delivered to my home. The salesman who assisted me provided me with a delivery date which was two weeks away from the 3/1/25 purchase date. When the day of the delivery arrived, I remained home all day waiting however no one ever arrived. I then reached out to the store and was told by the same salesman who promised to have the dresser delivered the end of the week. AGAIN, no one showed. After a total of three times being told my dresser that I paid for would be delivered but REMOVEDfailed to deliver NOR did I ever receive a call regarding the non-delivery, I then called back and requested cancellation due to the merchant NOT delivering upon the first initially agreed delivery date. The merchant/ REMOVEDagreed to cancel and enter a full credit back to my credit card. However it is now April and I still do not have the credit entered back to my card. Before I reach out to REMOVEDand the REMOVED, I want to reach out to the merchant first. Ive already gone and brought a dresser from another merchant being since REMOVEDfailed to deliver my paid merchandise/dresser.

  Business Response

  Date: 04/23/2025

  Hello

   

  We tried to contact the customer for delivery, and she refused to accept it. We order the product especially for her and it was available, and we were able and willing to deliver it. But she refused to accept it.

   

  Then she filed for a dispute with her credit card company and the money was taken out of our account on 3/24/25 See picture attached showing charge back in the amount of 372.21

   

  Therefore, her order has been already cancelled, and the money has been returned to her already.

   

  We do not have any of her money that needs to be refunded.

   

  please call me for more information @ REMOVED

   

  Thank you

   

   

   

  Customer Answer

  Date: 04/28/2025

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because: I still have the charge on my credit card and the merchandise was NEVER delivered. How can you steal from someone. But Thanks for acknowledgement that you did not deliver. I never refused delivery your guys never showed up I called you twice and the call was recorded you then called your delivery men and then asked if you could reschedule. The delivery was rescheduled and AGAIN your delivery guys NEVER showed, I called you again and again the call was recorded with my cell phone recording app. Finally when I spoke to you, I asked that the order be cancelled due to  SEVERAL NON delivery of the merchandise and the many times I had to call you to find out why my dresser/merchandise was not delivered as we agreed upon. If I have to take you to court, I will and it will do more damage for your business and pockets. Credit my credit card back and thanks for at least being honest about non- delivery of the merchandise. NOW put the credit back to my card - REMOVED!!!!!!!!
  
  
  
  Sincerely,
  
  
  REMOVED