Complain about a product or service

1-800-Mattress

Ronald of Rosedale NY (02/08/09)
I purchased a mattress (Sealy- Luxembourg) on January 16, 2009. I felt some discomfort when sleeping on the mattress. Thus, I decided to exchange the mattress for a type that I previously had. I requested to make an exchange for the 1-800 collection (The Classic Gem). I spoke with representative named Karen on February 5, 2009 initially at 8am (est) and then at 1:30pm (est). She initially informed me that the exchange could not be done because they don't deliver to my particular area. So, I asked her what were the boundaries and she couldn't give me an answer. She stated that I could only choose from a select few. I then requested to speak with a manager. This conversation occurred at about 1:30pm (est).

West (manager) stated that this exchange could not be performed because the mattress that I presently have and the one that I would like to make an exchange for are from two different warehouses. I asked him if something can be done and he stated that he would speak with his superior to see what can be done. He was supposed to call me back that day and I haven't heard from him since. When I tried to contact another manager (Troy) on Friday, West was supposedly not there, I only got the voicemail. Apparently, my calls were being ignored because it occurred throughout the entire day on friday February 6, 2009.

PS The receipt only states that a refund is not possible and that exchanges on mattresses can be made providing that the desired mattress is of equal price or greater. The mattress that I would like cost more than the one that I presently have.

Gary of Mahwah, NJ January 25, 2009

Gary of Mahwah NJ (01/25/09)
King Koil Twin Ashland pillow top twin mattress and box spring ordered 9/20/08 delivered that sunday. The pillow top developed large wrinkles and bulges and the center of the mattress is sagging causing severe back pain for my 13 year old daughter. Contacted customer service again today, explained my 13 y/o child is having to sleep on floor. Told nothing they can do for 1-2 weeks even with paper work expidited until an independant mattress evaluation can be done. Would not give me name or number so I could schedule appointment.

Contacted store in Wayne, NJ, told if I was lucky someone would come to the house in a month. Told to put mattress on floor or buy an air mattress. Customer service would not accept digtal photo email, I even offered to drive mattress to there wayne nj store which is open on sundays. Mike said he would not look at it, could not accept it, and has no stock of any mattress so could not replace it. It would be a waste of mine and his day.

The bed essentially has a sink hole in the middle of it. This is not a rotatable or flippable mattress.

Prinzipia of Manhasset, NY January 23, 2009

Prinzipia of Manhasset NY (01/23/09)
Called the company because my mattress is sagging. They sent an independent company to ascertain wether or not it was sagging enough. According to the independent inspector it was not enough of a sag - though it sags more than 2 inches. I sent a registered letter to MR Napolean B which was received by his office on Nov 17th.I have yet to receive a reply.

Both my husband and my backs hurt every morning and if he moves in the bed I am woken. If he goes any where near the middle of the bed I roll toward him.

Allison of Union, NJ January 10, 2009

Allison of Union NJ (01/10/09)
I bought a bunk bed for my 3 year old & 8 year old and was looking to purchase two mattresses. After visiting the Springfield, NJ store on 12/23/08, I went back to my car and spoke with a Carrie at 1-800 mattress and expressed an interest in purchasing a specific style twin & full sized mattress. She indicated that the style I wanted would not be available until 12/28/08 but that she could send me a loaner to use until that date and would then have my selection delivered on 12/28/08 at no extra cost. She also told me to call her on 12/27/08 & she would give me a window for the delivery time scheduled for 12/28/08.

I agreed to take the loaner solely on the representation made by Carrie that the items would be delivered on 12/28/08. I called her on 12/27 at which time she told me the items were still not in stock and if i couldn't wait, I should go back to the showroom and make at least two other selections. Determined to get this resolved promptly, I immediately dragged my two young children to the car on a snowy day and headed to the Springfield, NJ store.

I selected not two but three additional brands, immediately called Carrie and gave her the information. She left a message on my home phone indicating that the mattresses would be delivered on 1/11/09. I made several attempts to speak to Carrie to indicate that this was unacceptable because the loaners they sent were uncomfortable for my boys and caused them extreme back pain. The customer service department was rude and twice hung up the phone on me in my efforts to resolve this. On 1/10/09 I made yet another attempt to call 1800 mattress to confirm that the mattresses would be delivered on 1/11/09. After holding on the phone for 32 minutes, the rep I spoke with, Ramon, although polite, told me that the mattresses were not in stock and would probably be in stock sometime in February, 09. He also told me that in order for me to get either of the three mattresses I selected, I would have to pay an additional fee which would add up to close to an additional 400.00. I told him that was contrary to what Carrie & I agreed to at which time he told me he would discuss the matter with his supervisor and would get back to me sometime during the day.

It is now 4:57 on 1/10/08 and no one has gotten back to me. In addition, I called Carrie's direct number the same day and was told that she broke her leg & would not be returning to the office for sometime. I explained my situation to the salesperson on the phone & was told that he would investigate & get back to me. Thus far, he has not. As you can imagine, I am extremely frustrated and don't know what recourse I have in dealing with these con artists. I am stuck with two very inferior and uncomfortable mattresses for my boys which they no longer use because it causes them extreme back pain whenever they sleep on them. My boys are now sleeping on my bed and my husband & I are sleeping on the floor until we can afford to buy two new bed. We tried sleeping on the full size but it causes such extreme back pain that we're better off sleeping on the floor.

Christina of Niagara Falls, NY November 18, 2008

Christina of Niagara Falls NY (11/18/08)
I ordered a mattress from them on Friday of last week, they never called me back to set up delivery, they promise 24-48 call back and delivery within 5 days. I finally after calling them several times over the past 2 days found out that it could take weeks before my mattress was delivered. SO I cancled the order.

Ended up costing me a good bit more because I had to go to a local store and get a mattress so my friends could have a place to sleep for their visit this weekend.

Patricia of Staten Island, NY November 12, 2008

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2003-2009 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.