Complaints

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

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US Mattress Company has 6 locations, listed below.

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  US Mattress Company

  1289 Rickett Rd Brighton, MI 48116-1832

• 

  US Mattress Company

  1056 Ann Arbor Rd W Plymouth, MI 48170-2129

• 

  US Mattress Company

  1087 Ann Arbor Rd W Plymouth, MI 48170-2128

• 

  US Mattress Company

  39600 W 14 Mile Rd West Bloomfield, MI 48390-3909

• 

  US Mattress Company

  9912 E Grand River Ave Ste 12 Brighton, MI 48116-1994

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:02/28/2023

  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.

  I ordered a mattress and received an estimated delivery of ***** Feb. I took time off to receive the delivery. No mattress was delivered. No phone call received. No email update. I "chatted" and in that chat was told that my order is "released" and to email customer service. I did that and got an auto generated "case" reply. Then I called and was told my wait is "more than 5 minutes" and 2 hrs later no one picked up. I called again and left my phone number in the queue and still so far, no return call. What do I want? An actual answer...is there a mattress released to me? Where is it? How do I get it from there to here? If there is no mattress, then so state and give a full refund because that implies that you are selling nonexistent products. Surely there has to be recourse for such an activity for a consumer.

  Business Response

  Date: 03/13/2023

  An Agent will be contacting this guest right away with an update. 

  Customer Answer

  Date: 03/18/2023

  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 waited for the business to perform the agreed action and now consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:02/23/2023

  Type:Delivery 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.

  Ordered mattresses in mid January. Was told that delivery would be scheduled end of January. Delivery was not scheduled then. multiple attempts to contact store to receive updates were made. Some were responded to, most weren't. Approximately Feb 7th was told that we would get our daughters mattress free if we waited more. I gave them one week. One week passed no response, contacted customer service directly instead of the store manager. (BTW, this is for the *************************************************************** store). The manager was the one we originaly bought it from. **************** asked for another 5 days for resolution, I did not want to wait further and gave them only until Monday since other stores had sales at that time. I am currently still not refunded, but either way multiple weeks were wasted.

• Initial Complaint

  Date:02/23/2023

  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 ordered this bed on 1/19. Reached out two weeks later for status was told 2 to 4 week. Reached out end of 3rd week and was told the same thing. The end of the 4th week they finally checked with purchasing. The bed was never ordered and now 2/23 I was told it would be delivered to their warehouse this week. Tomorrow is Friday. Sent an email yesterday asking for a status. Nothing. 24 hours later (now) sent another message. This has been an awful experience. Again it was ordered 1/19 and its now 2/23 and I cant even get an answer as to where it is or when I can expect it. I would never have waited this long but I figured Ive waited this long so unacceptable

• Initial Complaint

  Date:02/23/2023

  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 was charged ******* for a mattress that was delivered. It was not to my liking. I ordered a better bed like their website claims. The second bed was set up for delivery 3 times only to be cancelled with a text saying the truck was too full and did not make it on. 3 TIMES! I took the day off for this to happen 3 times. Only to be jerked around. The person I dealt with online said no problem. Sorry we will pick up original mattress and refund all charges. They lied and did not do that. The 1st charge was on a ******* debit card. I closed that account due to moving. I have SEVERAL emails stating they will repay/refund me. They never have and in fact argued the money due even after full knowledge of all this. I want my money back. They have the bed back. They will not even send me a correct mailing address so I can take them to court. I need help. Thanks

  Business Response

  Date: 02/23/2023

  I Understand your frustration. We have processed a refund and have issued a check, since your original payment method has been canceled. 

  Customer Answer

  Date: 02/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  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:02/15/2023

  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 ordered a King ********************** on Jan 11, 2023. At the time of the order it stated I would see delivery on Feb 6-9th. When checking my order status I saw I would receive delivery Feb 1-2. When February 3rd arrives and I still didn't get my delivery or any emails regarding my order I contacted US Mattress asking. They stated that my order would be delivered to them in the next 2 weeks and then delivered to me a week after that. I stated I wanted to cancel my order. It took 2 emails to get a response regarding my cancelation. I was told I would have my refund in 3-5 days. It has been 7, and I have contacted them 4 times with no response. I want a full refund of the whole amount. I do not want to be charged a cancelation fee. This is far beyond good customer service, and I'm not happy.

  Business Response

  Date: 02/15/2023

  Refund was processed back to the original method of payment. 

  Customer Answer

  Date: 02/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.

  
  

  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. In the future I sincerely hope that US Mattress learns the importance of responding to customers in a timely manner and with tact. 

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:12/10/2022

  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.

  I ordered a mattress, box spring and bed fame on 10/4/22 from USMattress to be shipped to *******. The expected delivery date was 10/27/22. By the end of October we didn't received any information about delivery. I called US Mattress customer service and was told to call the shipping and delivery **mpanies that USMattress hired. After repeated phone calls to them, they told me they lost the frame. USMattress told me to order it elsewhere, I did. USMattress told me that the mattress and box spring would be delivered shortly. Weeks later I called back because my mattress and box spring were not delivered. After many phone calls with USMattress, the shipping ** and the delivery **, they told me they lost the box spring. They reordered the box spring and I was told that my mattress would be delivered shortly and the box spring would be delivered later. I finally received my mattress 11/23/22. My box spring was never delivered. On 12/5/22 I called US mattress and they told me they lost the box spring for the 2nd time. When USMattress said it would be another 2-3 weeks to get a boxspring, I cancelled the box spring and ordered one from a different company. USMattress refunded me for the box spring and the frame. USMattress dis**unted the mattress $100. They told me they **uldn't give me any more money off because they would lose money on the order. I had to go out and buy an air mattress to sleep on for 28 days while waiting for my order. I spent hours (50+ calls) on the phone talking with USMattress, the shipping company and the delivery company. $100 off does not equate to the time I spent doing USMattresses job to find where my order was and the time I spent without a bed. US mattress repeatedly told me that they would **ntact me when they had updates with my order and I never received a single call from them, I had to call them each time. USMattress hired the shipping ** and delivery **. USMattress blamed the issues entirely on ship/del **. Thanks for the help!

  Business Response

  Date: 12/12/2022

  We have been in contact and a resolution was given to fit the customers needs. 

  Customer Answer

  Date: 12/12/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here: As I stated earlier, USMattress gave me $100 off my mattress. However, this resolution does not fit my needs. I spent hours on the phone with USMattress, the shipping company and the delivery company. USMattress did not do any work to find out why my items were delayed. I did USMattresses job in communicating with the shipping and delivery companies to find out that my frame and box springs were lost. My husband spent 28 days sleeping on an air mattress because USMattress repeatedly failed to deliver the products they promised in a timeframe that was promised. $100 is not enough to makeup the time I wasted on the phone with USMattress, the shipping company and the delivery company and the time my husband spent sleeping on an air mattress and on a mattress with no box spring. I am sick and tired of hearing USMattress blame their bad business practices and customer service on the shipping and delivery companies that they chose to work with. USMattress said they could not give any more money off my mattress because they would lose money on this transaction because they spent so much on shipping. It is US Mattressed problem that they spent so much on shipping because they shipped and lost the frame and two box springs.  How can you justify needing to make a profit on an order that was messed up as much as mine was. I would like an additional $200 taken off my mattress for the problems I encountered with the frame, box spring and USMattress. Thank you for your time. ]
  
  Regards,
  
  *******************

• Initial Complaint

  Date:12/06/2022

  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.

  I ordered a mattress on September 11th. The mattress arrived damaged and I called within an hour. It took about 10 days for them to put in the order for the new mattress/removal. The new mattress shipped out October 31st. Everything was fine until it got to the local delivery transporter who then outright refused to do the white glove delivery or removal the broken mattress.I contacted US Mattress and they told me they would talk to the transportation company and have the issue resolved shortly (probably a day or two). Well that day or two turned into 3 weeks. On November 29th, I emailed the supervisor and stated that I would like to cancel my order and get a full refund because I was tired of waiting. The supervisor tried to blame the delay on Thanksgiving, which didnt occur until 2 weeks after the problem occurred. Then goes on to say the only reason we are having the delay is because we are trying to find someone to give you the service you asked for. As in, blaming me for the delay. Which is not even true. I never purchased white glove delivery. This was added to my purchase complimentary by US Mattress because they messed up my first mattress delivery.The supervisor, yet again, promised me they would try to have the mattress delivered in 2 or 3 days. Since I had heard this 2 or 3 days many times before, this time I told him that I just wanted to cancel because I no longer wish to do business with US Mattress. Its been almost 3 months, even if they could get my mattress delivered undamaged (which is a big if), I would still be on the hook to work with their company if I needed to exchange the mattress and I already know that they cant fulfill their delivery promises. I do not wish to go through this headache all over again. I told the supervisor I would wait 7 days for an email stating my refund had been processed or I would have to write a Better Business Bureau complaint. So here we are, 7 days later and nothing has been done.

  Business Response

  Date: 12/07/2022

  We are working with the 3rd party shipping company and will provide the Customer an update and will reach out to the customer with a resolution ASAP 

  Customer Answer

  Date: 12/07/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  This is the same thing they have been telling me for a month now.  They just don't get it.  I keep trying to cancel my order and get a refund but instead they keep promising me  delivery.  No, I do not wish to continue doing business with this company.  Stop stringing me along with your endless promises and issue me a refund.  At this point, that is the only resolution I will be happy with.
  
  Regards,
  
  *********************