To add your complaint to this list sent it to USMattressComplaint@gmail.com.

Wednesday, May 2, 2012

I'm very disappointed

I'm very disappointed to learn after a few days of not being able to track my order that I was emailed it was discontinued. It should not have been online.

FREE DELIVERY IS A SCAM

Please do not believe it when they say it is a free deliver. I had to pay $185 delivery charge.

STILL NO REFUND

I ordered a NEW very high quality Simmons Beauty Rest at a clearance price. The mattress I received was either used or stored in a damp warehouse for a long time. IT SMELLS AWEFUL. Mattress USA also known as US Mattress can not come and get it nor will they replace it at the same price I purchased it for. The clearance sale is over! One week ago today I was assured that a refund to my credit card had been initiated. ONE WEEK AGO!!! STILL NO REFUND!!!

Not Good

Not Good - for a 1st time user of US-Mattress. Purchased via Bradsdeals with coupon that lowered queen size mattress to a very good price point. Didn't receive a call or an email message from US Mattress regarding delivery. When I called a week later to question I was told the mattress I purchase was a "second" or a "floor model". I saved the original purchase order which stated "new". I wasn't interested in a second so I attempted to cancel but the rep (he was very nice) asked me to see wait and see what the mattress looked like when it arrived at my home - and I agreed... you can probably guess the rest. Mattress came in a torn plastic rap with dirt on the mattress. Unfortunate as a first time user of US Mattress I can't risk using them again. Hope this helps your decisions on your next mattress purchase. Oh 1 more thing... after a week since I cancelled no credit for mattress purchase yet on my credit card.

Delivery service was terrible

Delivery service was terrible. We had to wait an extra 2.5 weeks to receive our mattress. A message was left on our machine notifying us that our mattress was ready to be delivered with a call back number. After leaving countless messages over the next week with no replies we contacted customer service at US Mattress. With their help we were finally called back only to be told that the truck was full for that week and we would have to wait another 9 days.

Bait and Switch

On Dec 2., I purchased a bed online thinking I had ordered the boxspring with it, which was $99.00 at that time. A few weeks later, a mattress was delivered but not the box spring, The delivery people would not wait while I was on the phone with US Mattress and returned the items. I then paid US mattress $150.00 for a box spring nd asked that they redeliver the bed and the frame with the boxspring. It was the week of Christmas so I was told they would deliver it the first week of Jan., after the holidays. I called on jan 6, to find out that the delivery people had returned my box spring and mattress and I would have to wait a couple of more weeks for another. I did. They delivered in late January but the premium frame was broke and the delivery guy declared it unsafe. I accepted the box spring and mattress and Mary and marge of customer service were very nice saying they mail a frame immediately. I waited two weeks, then called to realize no frame had been oredered or sent. I asked that the frame be comped because now it was February. They agreed and ordered a frame. I waited another two weeks, only to get a bait and switch on February 14. On February 14, the frame I received in the mail, was not the same one I ordered or the same that was delivered earlier. It was a cheap $10-$20 frame. Every thing that had happened up to this point with US mattress I chalked up to a comedy of errors. But this bait and switch with the bed frame was extremely bad customer service in my opinion. I have since ordered a quality bed frame from Amazon.com for $49.00 which was delivered in two days with free delivery. Go figure. Easy. I ordered my bed from US mattress on Dec 2 and was not able to use it until Feb 15. They promised quick delivery.

Never will I order from this company again!"

"Not good! Ordered a mattress, I was notified it is no longer available after the fact. Then I was told I purchased the last one, come to find out I was wrong again and was told it is no longer available. Ordered a different mattress and the delivery company couldn't tell me exactly what day or time they would be out. Working full time it is hard to judge taking vacation time to make sure I am home for the delivery company. Took vacation time day of delivery and was called within the four hour window they gave me and was told they couldn't come out that day. I became very irate and they called back to tell me they would reschedule some other deliveries and deliver later in the afternoon. They were no shows! Never will I order from this company again!"

I cannot recommend US Mattress to ANYONE

I ordered my queen-size Sealy Posturepedic mattress, foundation, and frame at the end of November 2011. They arrived on-time 2-3 weeks later. After sleeping on different sides the bed for a few weeks, as recommended by US Mattress's own website, I discovered that a third of the bed had significantly less padding than the rest of the bed - to the point that my back would ache whenever I slept on that side of the bed.

I called US Mattress and explained my problem. They told me that it was now a warranty claim, and that they would file a claim with Sealy. I took copious photos and explained in great detail the problem. Unfortunately, the problem wasn't readily visible in the photos so I took great pains to diagram on the photo precisely what the problem was.

Sealy denied the warranty claim, using the explanation that they couldn't visualize the problem. When I called US Mattress back, they told me that US Mattress would arrange for Sealy to send out an inspector to see if the mattress was defective in 2-3 weeks. I told US Mattress this wouldn't be acceptable, and that I wanted a refund.

They told me that they don't offer refunds, and that this is a warranty claim. I barely had the mattress for 30 days, and they're claiming it's a warranty claim? I think not. I told them to schedule the Sealy inspector, hung up, and then called my credit card company to dispute the charge.

Three weeks passed, and when I didn't hear anything from Sealy or US Mattress, I sent an email asking for a follow-up to the representative who was handling my claim. No response.

It's now coming up on the end of March, 4 months later - I still have the bed, the charge is still being disputed, and I've never heard from Sealy nor US Mattress.

I'm hoping that the situation will get remedied soon, but I cannot recommend US Mattress to ANYONE, and strongly suggest that you do not purchase a mattress online. At least if I had purchased locally, I would have been able to make my dispute in person.

Saturday, March 10, 2012

Terrible company!

Terrible company! Very rude customer service, lying sales people. We are still trying to get our refund. CS doesn't return our calls, shifts us all around. Absolute nightmare! 3-2-2012

Horrible Company!

Do not buy from this company! They totally ripped us off and I am trying to get my money back but now the phone isn't even ringing! We bought a mattress from here on 12/20/11 and it finally got delivered on 12/31/11. It was the wrong size and is defective. It smells horrible and I was getting headaches every night. Since then we have tried to upgrade and they didn't put our order in, they haven't come back to pick up this crap they delivered and they REFUSED to return our money. I am going through social media, the BBB & Attorney General to get my money back - rude customer service, lying sales people, horrible products. They have it all!!
2/20/2012

Bait and switch

On Dec 2., I purchased a bed online thinking I had ordered the boxspring with it, which was $99.00 at that time.  A few weeks later, a mattress was delivered but not the box spring, The delivery people would not wait while I was on the phone with US Mattress and returned the items.  I then paid US mattress $150.00 for a box spring nd asked that they redeliver the bed and the frame with the boxspring.  It was the week of Christmas so I was told they would deliver it the first week of Jan., after the holidays.  I called on jan 6, to find out that the delivery people had returned my box spring and mattress and I would have to wait a couple of more weeks for another.  I did.  They delivered in late January but the premium frame was broke and the delivery guy declared it unsafe.  I accepted the box spring and mattress and Mary and marge of customer service were very nice saying they mail a frame immediately.  I waited two weeks, then called to realize no frame had been oredered or sent.  I asked that the frame be comped because now it was February.  They agreed and ordered a frame.  I waited another two weeks, only to get a bait and switch on February 14.  On February 14, the frame I received in the mail, was not the same one I ordered or the same that was delivered earlier.  It was a cheap $10-$20 frame.  Every thing that had happened up to this point with US mattress I chalked up to a comedy of errors.  But this bait and switch with the bed frame was extremely bad customer service in my opinion.  I have since ordered a quality bed frame from Amazon.com for $49.00 which was delivered in two days with free delivery.  Go figure.  Easy.  I ordered my bed from US mattress on Dec 2 and was not able to use it until Feb 15.  They promised quick delivery.

These folks are very dishonest

Do not order! These folks are very dishonest bout their prices! They made and error and refused to correct the issue. They wanted an additionall $125 for a boxspring that was suppose to beyincluded!! Will never buy from th again!!!! Feb 17, 2012

DO NOT ORDER FROM US-MATTRESS!

This place is absolutely awful. The only redeeming quality is that the prices are pretty good, but you get what you pay for. I waited over a month for delivery of a queen mattress. After purchasing the mattress, I looked at the receipt and everything seemed to be in order. I waited two weeks with no information...not to mention that the online tracking never seemed to work. I decided to call customer service to see the status of my order. I was told that my mattress was being delivered to an address in Florida...what? I corrected the mistake (or so I thought) by giving them the correct address in New Orleans. The next day I called them again just to be certain that everything was in order. Yet again I was told that the mattress was being sent to Florida, and again I corrected them. This went on for two more days until I received a call from a local delivery company in Florida attempting to schedule a delivery to my home. As if this wasn't frustrating enough I called customer service again and explained the situation. The women was very rude so I asked to speak with a manager who informed me that my order would have to be shipped back to Indiana before it could be delivered to my home. I ordered the mattress on December 15th and I am still waiting. DO NOT ORDER FROM US-MATTRESS! There are plenty of other companies to choose from and there is no reason to go through what I have just to save $100.  Feb 16, 2012

What on earth did I purchase?

Never again will I purchase a mattress online, the mattress that came to my home was NOT what was on there website. I thought I would save some money by purchasing through us-mattress, but in the end had to pay all these fees. I will go to Sleep Train and KNOW what I am buying. I don't mind paying a tiny bit more for peace of mind and satisfaction. Feb 16, 2012

Not worth the frustration or headache

I order a mattress from USMattress. It was delivered via Hi Pilot. I HAVE PICTURES! They delivered it in the MIDDLE of the street!!!!! When I called USMattress about this "issue" the customer representative, proceeded to yell at me. Talking about some serious confusion. Buyer BEWARE!!!!! Feb 16, 2012