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:10/22/2025

  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.

  On 08/28/2025 I went to Mattress Express to purchase a new mattress. Ryan ****** was the salesman. He was very nice and quite energetic! I must have been in there for 3 hours or not more. He talked me into also purchasing an adjustable queen base to go with the queen mattress. I showed him a picture of my bed to make sure that the adjustable base would work with it. He said it would, and would be delivered in a few days.It wasn’t delivered until 09/10/2025. I told Ryan that I had an appointment at 1:00 pm that day, so if they didn’t deliver by 11;00 am or before my appointment my husband would be there. They were not on time so I was not here when delivered. My husband called me and said that the adjustable base will not work with our bed, so had to send it back with the delivery men. Had to go out and buy a piece of plywood to put under the new mattress so it wouldn’t ruin it. I called Ryan to let him know what happened and he called the delivery guys idiots and said it should work. I told him my husband sent it back with the delivery guys and told them to take it to him at the Auburn store. I have been going back and forth with Ryan and his boss ever since. Ryan says they didn’t drop it off at his store. His boss says he can’t try to find it because they are rearranging the warehouse and then they have to take inventory. I talked to Josh once . He wouldn’t give me his last name,or phone number. He actually told me he will not give me his home phone, business, or cellphone numbers. Now I have no way of contacting him because I called the number that he called me with and it wasn’t his. The woman on the phone said she was in Pennsylvania and didn’t know a Josh. I believe I am getting the runaround. I spent $3,045.56. The adjustable base alone was $1,499.99. I guess they think I should pay for something I don’t have. This has put a lot of stress on myself and my husband. We are both 66 yrs old and retired and definitely can’t afford paying for this.

  Business Response

  Date: 11/24/2025

  To Whom it May Concern; This was resolved before your inquiry was received.  Ms. ****** ordered an adjustable that was not compatible with er type of bed.  She was offered a no charge upgrade for the correct base that was more expensive or refund the cost of the base less the discount she received.  She opted for the refund which we agreed to.  Unfortunately, she disputed the credit card charge and we cannot refund until that is settled.  Once they find in our favor we will refund.  Thank you, Mattress Express

  Customer Answer

  Date: 11/26/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ****** ******