Complain about a product or service

1-800-Mattress

fran of ballston spa, NY November 11, 2009

Ordered a queen size mattress and box spring-Luxembourg set. The set was defective form the beginning, it is now -6 months later- sagging in the middle at 4 1/2 inches. This according to the expert 1-800 mattress sent out. They also found that the box spring was defective also. I called 1-800- Mattress after they received the experts report only to be told they found a stain, which the expert never told showed me, and said the entire warranty is void. In other words, they agree both the mattress and the box spring is defective but a stain, I can't even find voids the entire warranty. 1-800-mattress said you're stuck with the defective mattress and box spring because of a stain that has nothing to do with the sagging mattress and box spring and a stain I can't even find. I have read elsewhere that 1-800-mattress will find anything they can to void a warranty and not be held accountable for the defective merchandise they sell and now it's happened to me.

It took me 6 months of calling them just to get an inspection done. I was told they had no record of my purchase and they doubted I even bought the mattress from them at all. I had to send them a copy of MY receipt because they did not have a copy of one. I was told they were taken over by Sleepy's and they weren't able to access any records from 1-800-Mattress. It took me months of calls (waiting at least 20 minutes on hold each time) and numerous faxes of my receipt just to get them to admit that I even purchased the mattress from them. They said unless we find your receipt in our records we don't consider this a legitimate purchase. Keep in mind this went back and forth for about 6 months. Now I finally get an inspector to come out, he admits the mattress and box spring are both defective but like other customers, they won't do anything about it. I'm stuck with a 6 month old mattress and box spring that are both defective and 1-800-Mattress gets to rip-off another customer. NEVER buy from 1-800-Mattress or Sleepy's EVER!!! Like me you'll regret it !!

Kristin of Ormond Beach, FL October 30, 2009

Ordered a mattress on 10/21. Attempted to cancel said product on 10/22 with salesman TED. He was very beligerent and would not cancel sale. Got husband involved and he attempted to cancel sale on Friday 10/23. He was told it was to late to cancel scheduled Saturday delivery He then called cust svc, the delivery company and attempted to reach TED who was not available. Told all parties involved we would NOT accept mattress if delivered. It was NOT delivered

Called Tuesday, Thursday and Friday to inquire why the charge of 1185.19 was STILL on my American Express credit card. Was told every time it would be removed. Where does this company come off putting a charge on my credit card IMMEDIATELY and does not remove said charge after a whole week has passed

I have contacted Amex and filed a dispute but I want to let other consumers and the BBB, and Consumer Affairs know of this company's decptive sales/billing tactics. Erroneous chrge is still on my credit card. Thank you

Adriana of JUPITER, FL October 19, 2009

I've been using them forever. I've recommended to everyone. NEVER AGAIN. I ordered a mattress. I was told twice it was free shipping. The days went by and I didn't get a call for delivery nor did I see the charge on my card. I called and I was informed that my order was rejected by MATRESS FIRM that delivers because they had to charge me 125. I said it wasn't my problem.

The supervisor Mr. Leighton called me and said he found another company that would ship it but it would take a few days longer. I was charged for the mattress. 10 days have past and no one has called. I called again. It was as if I didn't exist in their computers. They finally found my order. They claim my order was cancelled.

Why wasn't I notified and more importantly why was I charged if it was cancelled. Even more important, the saleperson said I have to go somewhere else for a mattress. So I DID, US MATTRESS. Great! I can't get the mattress until the very day I need it. But at least I'll get it.

Lisa of Dover, MA September 11, 2009

I had used 1800mattress a long time ago and it went well, so we called them to get some information about buying a mattress for my son. I ordered a mattress after discussing what we were looking for with the salesperson. She was really helpful, and suggested a Simmons Eurotop mattress (a pillowtop sewn into the mattress rather than sitting on top, she explained) that happened to be on sale from 850 or so to 450. I asked if there was a warrantee and she said that it had a 10 year warrantee.

When it arrived 2 days later, it was very thin (5" thick!)and I asked the delivery guys to wait while I went to look at the description she had given me. I asked them if I had a few days to return it once I talked to the sales rep and they had no idea what the policy was. They left (they seemed like they were in a hurry) and I immediately called the sales person back to describe the mattress that arrived and let her know that it only had a 1 year warrantee (not 10 years as she had said). She was surprised and upset that the mattress was not what was described to her on the computer and she told me I should switch it.

At that point I assumed it was just a mixup and I would exchange it for the right mattress. She gave me a few alternatives (both more than what I had agreed to spend on the mattress I ordered) and told me to call the customer service department, that she couldn't help me with the exchange.

After waiting about 40 minutes for customer service to answer, I told the customer service rep what had happened and that I had a few suggestions from my sales rep, but I needed to know how much I would owe if I chose a specific model. He told me he didn't have that information, so I asked him for some more info about the mattress she had suggested. He said he didn't have any information about the mattresses, I'd have to talk to sales about that or he could put me on hold and see if he could get the information. He put me on hold for another 10+ minutes and came back saying that someone would have to call me back. He mentioned out of the blue that the mattress could not be returned, just exchanged.

At that point I hadn't ever considered returning it - I was figuring I would exchange it for the mattress I was originally looking for - but I told him that no one had mentioned that there were no returns. How can you have an over the phone mattress business and not accept returns AND NEVER MENTION IT DURING THE SALES PRODCESS? He said, it's on the back of the paper you signed when they dropped off the mattress. OH, interesting. I asked for his supervisor, who also was very nice. She proceeded to find the info I was looking for but quote me over 100 more than what the sales rep quoted me for the same mattress - a total of 230 more than what I had agreed to pay when I ordered my mattress!

When I asked her about the price difference, she said she looked at my notes and there was nothing mentioned about the lower price. Sure, we'll fix it for you - if you'll pay us 230 more than you planned! It seems like a scam to me. Deliver a significantly substandard mattress and then suggest a mattress over 50% more than what was purchased to get the customer what they thought they were getting.

The supervisor was supposed to have my sales rep call me about the price and more info about the mattress, that night or the next day, but she never called. I immediately called my credit card company and told them I want to dispute the charges - return the merchandise and go elsewhere to get my mattress.

I got a call the next day (2 days after I had spoken with the cust svc supervisor) from someone in customer service confirming that I was switching from the Simmons to the Sealy and what time on Friday would be good for delivery? Huh? I was waiting for a call from someone who could help me figure out an appropriate swap for what I thought I was getting but didn't. How much it would cost me. Whether that would work for me. She was very nice (they all were), and heard me out and told me that she agreed totally and that for some reason that particular mattress that we were looking at had no warrantee information available. That she'd give the info to the head of customer service and he'd call me within 24 hours. No call.

I called my sales rep back 2 days later (otherwise I would have sat on hold for another 30 minutes waiting for customer service to answer!) and she was upset it hadn't been resolved and told me she would tape a paper to his window so that he'd see it and call me the next time he was in his office. He called me the next morning, as I was getting ready for work, and within 2 minutes had me wanting to hang up the phone.

Ironic that everyone else in the company was able to understand what the problem was and want to fix it, and the head of the department was closed minded and difficult to talk to! I asked him if he knew my story, so I didn't repeat myself again (for the 4th time) if I didn't need to (I had spent close to 3 hours on the phone with 1800mattress reps up to this point - totally pleasant conversations - and had felt like they were willing to help me get this straightened out) - he said "Yeah, you are trying to decide between a Simmons and a Sealy and you want a 10 year warrantee". Not exactly my situation - at all! I told him what had happened and that the mattress that was delivered was not the mattress described. I told him that my husband happened to go into a mattress store to get a frame and saw a similar mattress to the one that was delivered and it was over 100 cheaper than what I paid. He said "you can't judge a mattress by looking at the outside, it's the inside that determines the difference" - it's a 5 INCH MATTRESS!

I have owned quite a few mattresses over the years and none of them have been less than 7" thick - not on purpose - I never knew they had them that thin!! The point was that the mattress I ordered was not what I received. Whether it was because of how the sales rep described it, or what she was given as information, it was not what I wanted - I didn't change my mind, or decide on a different size or softness.

He was not interested in my situation. He told me that I could have refused it when it was delivered. I would have - but the delivery guys had one foot out the door and I didn't have time to call and talk to the sales rep before they left! He said that he could honor the 10 year warrantee on the mattress we received and that he'd send that to me in writing. I told him it won't last a year with my 13 year old son about to almost double in size over the next 5 years!

So I get a 10 year warrantee on a 1 year warrantee mattress and have to deal with that in a year or two? He said I got what I ordered and if I want something different. I asked him if I could please speak with his manager. He told me he was the Associate Director of Customer Service. I asked for the Director. He told me he's the highest person I can speak with in the department, except for the executive group. I said that I'm fine speaking with the executive group and he said "you can write them a letter". I told him that I had to go. That for the first time in all of the conversations with 1800Mattress I was really upset and I needed to call him back after work. He told me he'd be there until 4 (Thursday night), and then not again until Tuesday afternoon. Nice hours by the way - for the man in charge of customer service of a telephone sales organization.

I called my sales rep the next day, hoping to talk to whoever covers for him while he's gone, but there was no one. She said that she was coming in on Saturday (her day off, but coming in for some reason anyway) and that he'd be there then and she'd talk to him and call me back on Saturday. No call. So now it's Friday, 2 weeks after the delivery and initial calls to 1800mattress to get the mattress I was expecting to receive and I am gearing up for yet another call to try to resolve this issue.

I cannot believe that a company that claims on its website that it has 'award winning customer service' and a 'free return guarantee' is really this poor in taking care of customer concerns. I am still hoping to resolve the issue and get the mattress that we want.

Elizabeth of Astoria, NY April 21, 2009

Elizabeth of Astoria NY (04/21/09)
I bought a queen size mattress and box spring two weeks ago. The first week it sat in the empty apartment which had been empty for 2 years. The second week I took the plastic off the mattress. The box spring did not have plastic. After sleeping in the bed 1 night I had two small red itchy spots on my leg when I woke up. Over the course of the week I had more bites on my back. I decided this must be bed bugs.

After being away for the weekend I called the exterminator. He said to put plastic over the matress and sweep the floor often. After putting plastic on the mattres I woke up with more bites. I did see two on the sheep and one on the plastic. I called 1-800 mattress and they said they were not responsible for bed bugs.

Bites and physical discomfort. Washing all the clothes in apartment, plasic covering for the mattress and box spring. The exterminator said to try the plastic first then call him. It will take at least 3 treatments

Lurde of Brooklyn, NY February 17, 2009

Lurde of Brooklyn NY (02/17/09)
On December 26, 2008 I went to buy a mattress set at 1-800-mattress store located on 442 86th street, 2nd floor brooklyn, ny 11209. The manager showed me a set that was a floor sample and indicated to me that I can purchase (as is) and that there is no returns for floor samples. I asked Mr. Sam Alba if the mattess had any damages and he indicated two small stains and showed them to me. I agreded to buy the set, box spring and the mattress because that was the only thing that I was able to see. Mr. Alba assured me that the set would be taken to the warehouse and wrapped in plastic and then delivered to me.

At the time of delivery the mattress set was covered with plastic as he indicated however again i was not able to see underneath of the box spring until I started to get bug bites at night and actually see the bugs. I flipped both mattress and then that was when I dicovered the nest of bugs, I grossed out. I called the store and the phone was disconnected. I walked to the store and the it closed and it appeared that there was no merchandise in there.

I had to get the box spring out of my home, so I took samples of the bugs, matress material with stains of blood and also pictures of the the bug the bites on my arms. The bed bugs have been spreading throughout my bedroom and are biting my family that live with me. The next day I went to the store to tell Mr. Alba but the store had been shut down, with no information of the new location. I haven't been able to sleep and these bites are very itchy and even hurt.

I have not been able to locate Mr. Alba and when I called customer service to request to speak to a manager I was told the he was not in. As of yet I haven't been able to speak to anyone who can guide with my grivence. This mattress set has been paid by credit card company 351.15 and I don't even have the set with fear of further containation to the rest of my home.

Andrea of Brooklyn, NY February 12, 2009

Andrea of Brooklyn NY (02/12/09)
I purchased a mattress october 18 and in one month I realized that the mattress was getting body indentations. I called them within the second month of having the mattress complaining about the indentations. And they gave us a date that was not appropriate for us. Finally they gave us a date on Fedaury 2. But the mattress was leaned up for one month because it was too uncomfortable to sleep on. The insurance company claims that the body indentations is only one inches, but the warrenty says 1-1/2 or greater. So they claim we are not covered.

Pains all through out my body and sleepless nights.

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