Complaints

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

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Mattress World Northwest has 24 locations, listed below.

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  Mattress World Northwest

  8861 SE Jannsen Rd Clackamas, OR 97015

  
• 

  Mattress World Northwest

  12000 SE 82nd Ave Happy Valley, OR 97086-7721

  
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  Mattress World Northwest

  12405 N Starlight Ave Portland, OR 97217-8105

  
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  Mattress World Northwest

  33448 Havlik Dr Scappoose, OR 97056-3836

  
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  Mattress World Northwest

  245 Pacific Blvd SW Albany, OR 97321-2537

  

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:05/23/2024

  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.

  In April 2023 I purchased a Ohco M.8 Massage Chair from Mattress World at a home show in *******, ******. Prior to purchase I asked what the return policy was and the salesman said he guaranteed I would be happy with the purchase and wouldn't want to return it. When the chair arrived in June of 2023, it was broken/malfunctioned. The side door where your arm goes would repeatedly swing open while the massage chair was in use, ripping your arm back with it. I called Mattress World and they filed a warranty repair with Ohco to have someone come fix it and advised me not to use in the meantime if it was causing injury to my arm. It took a month for someone to come fix it. Since then, I have had fears of sitting in it and find it difficult to relax and enjoy it because of all the times the door swung open. It also doesn't feel good on my neck and head and often causes pain. ****'s website said they have a 90 day gaurantee or your money back return policy but since I bought it through Mattress World they wouldn't help me. When I spent 2-3 months trying to contact someone through Mattress World I was always re-routed to someone else and nobody helped. The original sales man told me "It's the same chair you saw at the home show and you liked it enough to buy it then." That was before I developed PTSD from a broken malfunctioning chair that was delivered. So now it just sits in a room and I never use it because I can't relax in it, I always think it's going to rip my arm back again. I stopped trying to contact Mattress World because they kept passing me off to someone else and nobody would help me. I am now contacting BBB because a friend recently recommended it.

  

  Business Response

  Date: 05/30/2024

  We regret to hear about the customers dissatisfaction with their Ohco M.8 Massage chair. Unfortunately, our company does have a strict policy against refunds (please see attached copy of their invoice). However, we do believe our retail sales experts can assist the customer in creating a custom massage experience allowing them to enjoy their chair.

  First, the rear swinging doors on the chair are designed to help with accessibility to allow getting into and out of the massage chair easier. Although the doors do need to be closed in order to begin the massage process, the customers arms do not need to be positioned inside the arm unit for the massage chair to function.

  Secondly, the Ohco M.8 Massage chair comes equipped with the latest state of the art technology to create a custom massage experience. The massage chair comes equipped with 14 automatic sessions to select from for a quick massage experience. There are an additional 9 manual actions and 4 manual air programs that can be selected from to start the massage process. Furthermore, massage and air intensity can be customized, and functions can also be stopped or started during massage in specific zones such as the head and neck area where the customer is experiencing discomfort.

  We would love the opportunity to be able to assist with creating a custom massage experience and would encourage them to reach out to us via email at *************************** to set up a call with one of our team members to do a walkthrough of the settings to find their best fit.

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21749749
  
  I am rejecting this response because: It was never explained when I bought the chair that there was NO return policy, when I asked the salesman the only response he gave me was "I can assure you, you will love this chair." The **** massage company itself does have a 90 day return policy as do the majority of businesses who stand behind quality assurance and good business. There were signs at the home show that said satisfaction guaranteed or your money back, but apparently this only applied to the mattresses and not to the massage chair. I understand I could "leave" my arms out of the arm rests during the massage and not have my arms massaged, but it was orinigally part of the reason I got the massage chair because of the arm massage feature, little did I know the $12,000 massage chair would arrive broken and cause bodily injury instead of pain relief. This whole experience has been one of the worst customer experiences I've dealt with and nobody has been particularly helpful. An explanation of how the chair works which I am fully aware of, I have read the manual, does not help to change the horrible experience I had with it from the very beginning and the poor customer service that followed. I would have filed a complaint with the BBB sooner but I was only recently made aware of the option. The chair has just been sitting in a room, unused, for a year, while I continue to make the payments on it. There is no documentation anywhere of the "strict no refund policy" and I all I received from the purchase at the home show was a hand written receipt with a dollar amount and later an email from ***** Fargo Financing to setup a payment plan. This was a very misleading purchase followed with terrible cutomer service.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/31/2023

  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.

  We bought a twin mattress in July of 2023 from ****** at Mattress World on ***********. ****** said it would be no problem to return the mattress if it didn't work for us, as long as we bought a mattress protector, which we did. We went back to the store in September to return the mattress because it was not working for us. ****** said we could not return it for money back, but said we could exchange it for sheets and pillows. We ordered a sheet set ($200) and 1 pillow ($100) and ****** told me she would call once the pillow arrived. After several weeks went by with no call from her, I stopped back in to find out about the pillow and spoke with a different employee who informed me that she had never ordered it. He said he would order and call me. Never received a call from him either, so stopped by for a 3rd time and was told that there was no record of any of it. I still have not received a call/email about the pillow.

  

  Business Response

  Date: 01/04/2024

  Our sincere apologies for the miscommunication.

  We would be happy to ship the pillow directly to you. Please reach out to our team at ***************************** to update your current address.  

  Thank you!

• Initial Complaint

  Date:08/11/2023

  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.

  Purchased extra firm mattress from Mattress World with an exchange policy at 30 days. The mattress is very uncomfortable and my husband and I want the next model with a foam top on the springs. They want to charge us $370 to exchange this mattress for the next and are giving me their rationale for their policies. I just want to be done with this company as we have already paid over $3000 for a month of discomfort. Obviously not the reason one buys an expensive mattress for

  

  Business Response

  Date: 08/18/2023

  Upon purchase, the customer signed our invoice confirming their understanding of our comfort exchange policy. As stated, I understand that if any exchange is needed, an additional fee will apply..

  In this circumstance, the price of $370 includes the price difference from the original mattress to the upgraded mattress selected by the customer, and a delivery fee.

  As of Tuesday, August 15, 2023, the customer has completed their exchange and accepted delivery of the new mattress. 

  Customer Answer

  Date: 08/25/2023

  I just paid the additional $370 and had the new mattress delivered.  I am sleeping better on this mattress and glad to be finished with this transaction.  I will not purchase another mattress from this store as they are clear about their policies, pricing and process.  I paid way too much for the mattress.

  Thank you for looking into this BBB.

• Initial Complaint

  Date:03/06/2023

  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.

  We went into business on 2/11/23. Was kind of channeled to a Mattress we did not have in mind, told how comfortable it would be. Charged $4700. After delivery and tried for a week and to exchange it , as we got a backache every night. the person that served us said not refund if we didn't get another Mattress for the same amount. We had wanted to get a different mattress costing over $1000 less. Sales guy (*******************) told us they could only give us a store credit, we did not have any use for a Store credit got talked into getting a mattress with coil springs that made the bed to high 38 inches from the floor to get into we are 78 and 80 years old, also we discovered the person sold us a 2019 mattress and springs for new, he charged another $200, for some unknowns fees. The whole procedure was such a ******* as he had my husband a ******** Veteran sign this bill before letting me review it. We contacted them about the height of the bed and all they said they didn't have the lower board so send, a board at 5" which is still to high was delivered. They would not return our message about any of that. We sent the complaint to the Attorney General of ******. We did that on 2/17/23 haven't heard anything yet. They did tell me that it will take a while, as they have a lot of complaints to work up.

  

  Business Response

  Date: 03/10/2023

  The customer acknowledged understanding of our no refunds policy by signing the original purchase receipt. Please find the attached invoices.While in the store to reselect on February 11, 2023, they declined an option which included in-store credit for the difference in price. Their selection resulted in additional fees of $200.

  
  On Thursday, March 9th, we were able to contact the customer and discuss options. We are currently waiting for a call from the customer who asked if they could call us back.

• Initial Complaint

  Date:03/06/2023

  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.

  06/1/22 A good bed to fit me, as I told him I am old and I saved to buy my last bed. I did not know how to buy a bed.**** in talk to general manager *******, ask for help he lead me to a bed that was a showroom model, I liked it he then told me there is no warranty. When I bought the bed and left I realized I did not get a receipt, so I called him he said it would come with the bed and the adjustable frame that i bought with it. The bed and mattress was delivered to me no receipt and a bed that had a rip in it and was not the one I choose. From then on it went down hill.Long story short he finally said I could pick a new on at the discount store. Went there picked out a new one, gave them the other one with adjustable frame. Got home and looked at the receipt and it was a joke and not the one I signed. They ended up sending a box spring fron 2020 and a mattress which once again was not the one I picked. The mattress I got collapsed the first night I slept on it and I had no frame. The only receipt I got has no amounts on it. Tried to get a real receipt from them In both cases they will not talk to me. So as it is I have a mattress I really can not sleep on that is probably worth at most ****** when I paid *******. I do not have a way to send the documents to you I can mail it remember I only have one.

  

  Business Response

  Date: 03/31/2023

  We have reached out to this customer; however, weve been unable to connect to address the concerns reported.

  
  We are happy to provide the customer with a copy of their receipt.

  
  The year listed in the description of the foundation on our invoice indicates the year the collection was introduced. At the time of this purchase,the 2020 line was current and still being produced by the manufacturer.Attached are photos of the manufacturers law labels attached to the products upon delivery. These labels are both dated with the manufacturing date of November 17, 2022. The exchange for these models was delivered to the customer on December 12, 2022.

  
  If the customer believes their ********************** is failing, we are happy to facilitate a warranty claim. In order to process a claim, the manufacturer requires a list of specific photos. We can send the customer an instruction packet with sample photos if they would like to submit their own photos. Alternately, we can schedule an appointment for a team to collect the photos and submit them to the manufacturer on the customers behalf.  

  Customer Answer

  Date: 04/19/2023

  Hello, 

  I am not great at typing so please try to work  with me. The very first thing is why did they not mention the first bed I bought which started this whole mess. The second is when you see the receipt from the second bed you will see I have no warranty. So I can send you four pages about the first bed and around three for the 2nd one. What would you like me to do considering I think I can prove it without all those pages if needed I will write them.

   

  Thank you,

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

  Customer Answer

  Date: 04/24/2023

  Hello,
  I through about the company I am dealing with and I think it best to give you all my pages of what happen in the last year and try to send a copy of the last receipt I got with no amounts  and no returns, and without my signature. They will continue, to go on and on mean while I am still sleeping on the collapsed mattress. I am not willing to go threw another year. What should I do. All I want is a refund for my ******* and delivery fee on 2nd mattress of 69.95
  Thank You
  ***************************
  

  
  

  

  Business Response

  Date: 04/27/2023

  Our company has a no refund policy. However, we have reached out to the customer to facilitate a warranty claim since she indicated she has noticed an impression in the mattress. We have not received a response from the customer to start this claim. We are happy to schedule an appointment for our team to come collect the required photos on the customers behalf to submit to the manufacturer for review upon request.

  
  The customer selected a product of equal value resulting in no additional charges except for a transportation fee of $69. Typically, customers do not choose to sign their copy of the invoice. However, we do ask that they sign our copy confirming they understand our policies which includes no refunds. Attached are the signed copies of the invoices for the original purchase and the comfort exchange.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19539641
  
  I am rejecting this response because:
  
  Hello, Well here I go again, First again they leave out the first mattress I bought. I have a witness that was with me when I bought the first mattress that what we laid on was not the one delivered. Second I tried calling him many times he would not *************. There was never a mention about a warranty on the second one .But again I ask you why they keep leaving out the the first one . Why?
  

   

  By the way that receipt does not show what the second bed was worth, And the signature in the middle of the page is not mind if need I will take to court and prove I did not sign that.

  The receipt that I have that is like the one they showed has no signatures on it let alone two. I just have to find away to send it to you.

  Customer Answer

  Date: 04/28/2023

  This is the Receipt I Received With No Signature, and I never signed these receipts on the attachments. 
  
  This is my mattress 3 days after I bought the second one with the mattress topper for $263, I have a huge problem with them using my signature when I didnt write it. 
  
  Regards, 
  
  ***********************;
  

  
  

  Customer Answer

  Date: 04/28/2023

  I am sorry I did not make it clear about receipts. The first I have never seen because they would never give me a copy, the second bed that has no worth I did not sign. The first bed I bought was not what I got delivered to me were this all got started.
  

  
  

  

  Business Response

  Date: 05/12/2023

  We connected with the customer, via phone, on Sunday, May 7th.

  
  Considering the customers desire for a resolution, we presented her with an alternative solution. The customer firmly believes that her ********************** is experiencing a failure, which falls within the coverage of the manufacturers warranty. Since a refund is not available, she has opted to file a warranty claim.

  
  To assist in this process, our team will be facilitating the claim between the customer and the manufacturer. The customer is planning on sending photos of the defect on Tuesday, May 9th. Once a claim packet is completed it will be submitted for review and decision. If the manufacturer requests additional photos, we can schedule an appointment for our team to come collect the required photos on the customers behalf. 

• Initial Complaint

  Date:02/13/2023

  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.

  I purchased a mattress and an adjustable base from Mattress World Northwest on 13th *********** last Thursday. When they delivered the bed they removed my old mattress and box springs. When the employees of Mattress World were setting up the base frame they informed me that the base frame was defective and they would order me a new base and it would take 2 weeks to be delivered. I asked for someone at mattress world to call me back. When I spoke with a representative of the company they were very dismissive of me when I was trying to explain to him what happened. I do not feel comfortable sleeping on the defective base so I will have to sleep in my recliner until the new base is delivered. I asked if could get a rebate of $100 of the original price of $3300 I paid for the mattress and adjustable base. The warehouse mgr offered me a new set of sheets. I dont need sheets! Basically I have a bed I dont feel I can safely sleep in. I not sure if you can help, but I would appreciate your assistance with this matter. Laval Short

  

  Business Response

  Date: 02/23/2023

  Customer received an adjustable base with a defective thread on one of the legs on Monday, February 13, 2023. Our drivers were able to safely install the leg temporarily and customer accepted delivery. A replacement was rush ordered immediately.  

  
  A replacement adjustable base was delivered, without issue,on Wednesday, February 15, 2023.

• Initial Complaint

  Date:01/21/2023

  Type:Sales and Advertising 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.

  Retired couple, haven't bought a mattress in at least 10 years. We wanted a flippable mattress but salesman said they don't make those anymore. We ended up buying a non-flippable mattress which was marketed as "firm" and constructed so you don't feel each other's movement. Was told to give it a few months to adjust to our bodies. Mattress started sagging after only 3 months. I feel like I'm sleeping in a trough and have to exert myself to turn over to get out of the trough. We greatly feel each other's movement and we are not large people. We also looked up flippable mattresses online and discovered that yes, they are still being made. Went back to store, asked salesman about this and he said that their store doesn't carry them because people *** when they injure themselves flipping them. Referred us to company claims site which after filling out form, says not working.

  

  Business Response

  Date: 02/07/2023

  On January 23rd, our service department conducted a warranty inspection on the customers mattress. During the time of inspection our team explained what the replacement process would be upon approval with the customer. After inspection,a claim packet was submitted to the manufacturer, on the customer's behalf, for review and decision. Based on the guidelines outlined in their limited warranty, the manufacturer has approved this claim for replacement.

  
  Our team called and left a voicemail with the customer explaining their warranty has been approved. We revisited the replacement options, which are:

  The customers current model is still available to order.

  The customer can come into one of our stores and select another model displayed in our stores. (Upgrade fees may apply based on model selected.) 

  The customer can opt to select a double-sided ********************** from a local manufacturer. As discussed upon inspection, these models are not displayed in our stores and are considered special order items which do not come with a comfort exchange option. (Upgrade fees may apply based on model selected.) 

  The approval is valid for 60 days. The customer can visit any of our 23 locations or can reach our team at *********************************** with any questions.