Complaints

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

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Croft Mattress has 5 locations, listed below.

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  Croft Mattress

  1627 Devin Carthage, MO 64836-9406

• 

  Joplimo Mattress

  1922 E Independence St Springfield, MO 65804-3752

• 

  Croft Mattress

  301 E Battlefield St Springfield, MO 65807-5389

• 

  Croft Mattress

  1720 S Range Line Rd Joplin, MO 64804-3233

• 

  Croft Mattress

  PO Box 416 Carthage, MO 64836-0416

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:06/25/2024

  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 ordered a non standard mattress and then went to cancel the order as we found something different. They said they would refund us the difference in prices which was $1070.61 and I still have no received this yet. It has been over a month that I have been waiting for my refund.

  Business Response

  Date: 06/25/2024

  The customer requested a partial refund the same day he purchased. He wanted to keep one of the mattresses on the order and cancel the other. On the same day cancellation, the amount charged to the customer is the net amount of the sale and refund. For example, if it was a full refund the amount that hits the customers bank account on a same day sale/refund will be $0. The amount that reflected on this customers bank account was the net amount; the difference between the original sale and the partial refund. No further money is due to the customer.

  Customer Answer

  Date: 06/26/2024

  I was inpatient with filing a complaint, it was my mistake.  I went to store and the store manager proved that they refunded me.  

• Initial Complaint

  Date:12/13/2023

  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.

  Bought Forever bed 2/2017 specially because my significant other is disabled and we thought we were pitchasubg a good product and we were told the bed had a lifetime warranty.
  
  Now this bed is lumpy and has deep indentations. I have been trying g to get my warranty claim resolved since March 2023 but they keep making excuses and now they have stopped responding to me.
  
  This is keeping both of us from getting sleep especially my disabled partner. He has had to miss physical therapy due to being tired and so sore from the bed

  Business Response

  Date: 12/18/2023

  Mrs. ***** filed a warranty with our company about an issue she has with her mattress on November 17, 2023.  I initially did not see her claim, but replied to her claim as soon as our retail store let me know she was following up on it. My response to her claim was asking if she could tell me what issue she was having with her mattress because her images did not show anything visibly wrong with her mattress. She didn’t send any additional images and instead made a complaint with the Attorney General and BBB.
  
  Attached are the images she submitted with her claim. The images do not show a visible body impression. Our website asks for specific images that we need to approve a warranty claim. One of those images is string or straight edge measuring the size of the body impression. We have asked her to submit the correct image so that we can validate if she has a  body impression greater than 1.5” to be able to approve her claim.

  We also let her know that her product warranty is held by the manufacturer, which is ******** Bedding, and let her know that she can contact them directly instead of working through us.
  
  ******** Bedding
  *** * ***** **
  ************ ** *****
  ************
  ***********************
  
  We cannot approve a warranty claim without verifying there is actually an issue with a mattress.
  

  Customer Answer

  Date: 12/18/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The reason I submitted a claim was due to the hump and separation of coils in my mattress. Not some indentations that they want to measure.  

  They have only responded because you have reached out to them 

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

  Customer Answer

  Date: 12/19/2023

  I have been able to contact the manufacturer directly and it seems like they are going to assist but are not able to until after the first of the year. Please keep this case open until I confirm they have fixed my bed

• Initial Complaint

  Date:12/13/2023

  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.

  Bought a Forever Mattress and got the extra "Mica Top" on it. I took pictures of the bed in October showing the stitching unraveling all over the top. I only had the mattress since August and that there was something faulty with the stitching for it to be coming undone all over. I was informed that the warranty did not cover stitching from the owner, Brian. I have tried to track him down and left messages and sent additional emails with no response. The stitching should not be unraveling all over the top of a mattress after 3 months and continues to do so. I'm very disappointed in the quality and the service of Croft American-Made Mattresses.

  Business Response

  Date: 12/18/2023

  Mrs. **** filed a warranty claim for loose threads on her mattress. We responded to her claim that loose threads were not covered under the manufacture's warranty.

  Attached is the warranty card outlining what is covered.

   

  There are a few things that are not covered by any mattress manufacturer's warranty, including ours:

  1. Comfort. Comfort is subjective and is not covered by the warranty unless the comfort issue is the effect of a measurable defect.
  2. Mattress Handles. Mattress Handles on nearly every mattress are designed to be decorative. They are not built to carry the full weight of the mattress and should never be used to lift or move the mattress. Damage to the mattress from improper use of the decorative handles is not covered by the warranty.
  3. Mold. Mold is a product of the environment the mattress is kept in and is not considered a manufacturer defect.
  4. Stitching. Stitching on most mattresses is mainly for esthetics.  Strings that are loose/unraveling are generally not covered.

   

  Attached are images of Mrs. ****'s loose threads for reference. 

  Customer Answer

  Date: 12/18/2023

  I am not satisfied with the answer that all mattresses unravel all the way across the top.  It will end up being one puffy pillow and that is not what I paid for.  My aunt’s mattress she bought from you a couple of years ago has not unraveled.  From August to October is a very, very small window for this mattress to start coming unraveled.  I spent thousands of dollars on a mattress and expect it to last longer than a couple of months before it starts coming undone.  It should be fixed. Something is wrong with the stitching for it to unravel all the way across from side to side.  My last mattress was over 7 years old and it did not have that issue.  Nor the one before that.  It needs to be fixed because it is only getting worse and it has now been 6 months!!! A mattress that you pay thousands of dollars for should last longer than 3 months or 6 months before it starts unraveling and breaking down.

• Initial Complaint

  Date:11/09/2023

  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.

  We purchased our mattress from Croft end of 2021 during the buying process we were told about a referral program where if we referred people they would send us a visa giftcard. We referred 2 couples to Croft Mattress who both made purchases We never received a referral reward. We called in and we’re told it would be sent out and they got our name & address to confirm they had the correct address. This was the beginning of the deceptive business practices. We have been given excuse after excuse. I emailed on 3/29 and was told the rewards were “lost” in a system switch and the reward would be sent out at the end of the month. I was then told on 4/5 that the referral reward was sent out and i would receive it in 5 to 7 business days. On 5/2we still hadn’t received it so I emailed in again and was told they had a new administrator and it would be processed. On 6/5 I emailed in because we hadn’t received it and was told “Hi! If you haven't received it yet, you will in the next day or two. It was processed last week!” I also emailed in on 6/15, 6/21, and 7/26 because we still hadn’t received it and there was no reply. We have tried calling several times between 7/26 and now. We are lucky if we get someone to answer the phone we finally got ahold of the owner, on 10/13 who told us that the giftcard company was at fault and he can see that it was just sent out and we would have it in 10 days. At one point I was given the owners email and told to email him because he is the only person who can look it up and he would get back to us quickly and I emailed on 10/3 and 10/9 with no response. It is now 11/9 and we still don’t have it. We can’t get someone to answer the phone and if the off chance they do anyone who can help us is in a “meeting” no matter what time of day we call. At this point, it isn’t about the money but the principle that they are dishonest. We were promised a referral reward that we have yet to receive but keep being told “it’s been sent out” when it hasn’t.

  Business Response

  Date: 11/13/2023

  We contacted the customer this morning and found out we had the incorrect address. We have emailed her confirmation numbers for new gift cards.

  Thanks,

  *****

  Customer Answer

  Date: 11/13/2023

  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

  Date:04/30/2023

  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.

  My wife and I have spent enormous time and money trying to find a mattress of sufficient quality for her. She has back pain caused by a botched surgical procedure. This was made known to the salesman on multiple occasions. The store model mattress is superb. I've tested two of them in store without any incident. The one we received in our home was... definitely not even close. The mattress was painful, causing pinching in her spine, shifted significantly when we both laid on it, and we were told to observe the 30 day break in. Did this, to no effect. Store manager **** ***** told me to "have my kids jump on it like a trampoline for 3 days". I actually did this. It made it worse. The mattress felt like sleeping on lumpy stone. Took numerous pictures, descriptive evidence, lots of calls. **** ***** came to my house, put his hand on the mattress and said "yes, looks like the mattress is a logan plush." . Tried to gaslight me into thinking it was fine, that the mattress had nothing wrong with it. We tried to negotiate a free pickup, ended up driving it in due to their inflexible policies on it. Drove mattress in, got free adjustment. They threw in a free spring change. Received mattress back, picked it up, been sleeping on it for a week. Wife still cannot sleep on it without tremendous pain. Is it better than before? At least it's not lumpy. As soon as both of us are in the bed, it sinks horribly. After so many contacts and flakey responses, I don't trust this company to resolve their issues in a reasonable manner. I'd like to simply receive a refund, donate the bed somewhere, and get a mattress through someone else.
  
  It feels impossible to get a mattress of the quality in the store, as if it's a bait and switch for something made of cheaper or lower quality materials. Enclosed is a basic log of total interactions.
  Just feel like we were sold something that is and won't be what we received or can get.

  Business Response

  Date: 05/01/2023

  *******,

  I am sorry about your wife’s back pain resulting from a botched surgery. That would be incredibly disappointing to have to live with.

  I’m happy to figure out a path forward with your mattress. New mattresses are stiffer than a floor sample until they break in over a few weeks, which is why **** recommended anything that could help expedite the process. Upon inspection at the factory, the mattress was indeed built correctly. We changed the innerspring to a softer one by request and now your complaint is that you are sinking too much into the mattress. This innerspring is marginally softer than the original. If the mattress is now too soft and the other version was too hard, we are getting into an area of expectation that needs to be reset. There are a limited amount of changes we can make to a specific model to make it harder or softer and the difference between what you had before and what you have now is too small of a difference to find much of a middle ground. 
  

  Our Perfect Fit policy states we can use a layer of harder or softer foam to make a mattress harder or softer. We went well beyond that and changed the innerspring because you said your mattress was way too hard.
  

  We will not issue a refund for your mattress, but we can add a layer of firm foam to your mattress to help. Please let us know when you would like to schedule this modification.

   

  Thanks,

  *****

  Customer Answer

  Date: 05/10/2023

  While I appreciate the offer to change the bed once more, we have already attempted to modify the bed to no avail.

  This is not a simple or easy thing for us.  The company does not pick up the bed, thus I have to drive thirty miles each way to

  drop it off.  The core issue is that we cannot seem to get anything approaching the ones in the store.  We even offered to purchase

  a floor model but I was told that they were not by law allowed to sell floor model mattresses.  

  
  

  Bear in mind this is already at significant time and financial expense to get to this point. We've spent two thousand dollars on a dud mattress, my wife has been sleeping on a couch for three months, and we've spent inordinate amounts of time trying to resolve this. I don't believe at any point this mattress will be what was initially promised or offered and at this point simply want to be able to find a different product from someone else, hence the refund request.

  
  

  So to recap: The first bed came and was lumpy as well as rock hard.  We had it softened, the springs were replaced and while it's not lumpy anymore, it's now has entirely too little firmness.  While we could make it firmer, who is to say we won't end up in a loop of the exact same situation we were already in?  Moreover in no situation has the bed not dipped the moment both of us are in it; which is the entire reason my wife selected this mattress in the store in the first place.  In both conditions, the moment both of us were in the bed it sagged to the middle immediately.  So again, I have no faith that this will be resolved in a satisfactory way by getting another firmness adjustment.

  
  

  Thanks

  Business Response

  Date: 05/10/2023

  *******,

  I was not aware that you offered to receive our floor sample as an exchange. It is not against the law for us to do that. It sounds like I have a training opportunity with our team on that subject. This is certainly an option if you want to do this.

  Thanks,

  *****

  Customer Answer

  Date: 05/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  While I appreciate the attempt, months later, to change the situation to one that would have been acceptable then - I am now here three months later. I've purchased a new bed from a different group and honestly speaking have no intention of using the current bed any further.  We could not wait any longer given my wife's substantial back pain.  At this point for me, a refund is the only way forward.  Thank you.
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *******