Warning Do Not Buy from these People!!!

ComplaintsOnline StoresU-S Mattress

Complaint

0
PeteH.
Country: United States
WARNING: Do not buy from these people. We purchased a King Sealy Posturepedic 60th Anniversary Edition for $1169.00 on Dec 28, 2010.  After using this mattress for only a few nights we realized that it too has serious problems with body cavities. After a phone call to their sales dept we were told that this is a normal condition and not to worry. This IS NOT NORMAL, we are in our late 60's and this is the first time in all our lives we have had these problems with a mattress, such as back pains after sleeping on this mattress.  After much discussion with the sales person I was told that the only remedy was a less padded model and that the price would be approx $400 less. Since they have a 100 night warranty I thought fine ship it to us, however she said they would not reimburse us the difference in cost. WTF??  PLEASE USE OUR BAD EXPERIENCE TO YOUR ADVANTAGE, STAY AWAY FROM THESE PEOPLE. Do not become a “I TOLD YOU SO” victim.
Per Wikipedia:
US Mattress has among the highest complaints in the industry, as it doesn't really permit refunds. As they rely on 3rd party delivery people, the quality & timeliness of the delivery can vary greatly.
Also: http://www.dldewey.com/bed.htm

Comments

  • -1
    Sandy
    I bought a simmons from us-mattress 5 weeks ago.  It came without a hitch as promised.  Delivery people were nice and I saved $245 over the local sleepys.  I had read some negative reviews before, so I was a little concerned about buying there, but it was all wonderful.  I thought I'd let others know it was a great experience for me.
  • +1
    Aranda Quiroz
    Seems very strange to me that a satisfied customer would be back here looking at complaints about US-Mattress. Could it be you have a special interest in this company? You may like to look at this site to see others that have had a bad experience with this company.
    http://us-mattresscomplaints.blogspot.com
  • 0
    Irk
    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.
  • +1
    RM
    Problems with Product/Service

    On April 2, 2013 i placed an order for a mattress from US-Matress.com and received it on April 11, 2013. I ordered the Simmons BeautySleep North Hanover Firm Queen size mattress.

    http://www.us-mattress.com/simmons-bs-north-hanover-firm-queen.html

    The main concerns were firmness and height. I was assured that the mattress was 6.5" high and the firmness had a comfort rating of 4. On their website their "comfort scale" states that a rating of 2 to 4 is "Hard, Like Sleeping on a Carpeted Floor".

    Once the mattress was delivered I was shocked at what I had received. This mattress looked like a mattress that you would find in a shady motel. It mattress was very very thin. Since looks can be deceiving i decided to give it a try. I setup the box on my original box spring. The minute I sat on the bed the mattress went flat. I knew at this moment that mattress wasn't what I expected. The mattress was not firm at all. I was able to squeeze the mattress together with one had.

    http://goo.gl/Ly2zn

    With two hands I was able to feel my other hand through the mattress. At that time I also mesaure the mattress and it measured at roughly 5". Nothing close to the listed high of 6.5" found on their website. I immediately contacted US-Mattress.com to express my concerns with the product. The only thing that the agent could do was explain the "100 day guarantee" which basically stated that you CANNOT return the product but we an exchange it for you for a $99 processing fee.

    Wow! After spending $350 they now expect me to pay more money to receive another mattress that is falsely represented on their website. I then received a call from a gentleman in the Warranties department who emailed me the Comfort Exchange paperwork and additional information about their Mattress Guarantee (basically cut and pasted from their website). At no time while placing my order was I informed about the "non-refundable" policy and I had look digilently on their website to find it.  

    Horrible product and experience. WILL NOT RECOMMEND TO ANYONE!
  • 0
    Beth
    | 2 replies
    These reviews scare me no end. I have a mattress being shipped to me now. It will arrive one week after it was promised. Does anyone know if I could refuse delivery?
    • 0
      Norm replies to Beth
      | 1 reply
      Why would you refuse delivery if it arrives and you determine it to be in good condition?
      • 0
        Norm replies to Norm
        Because it could be sorry dealing with shady scams and better before it arrives.  Didn't you read what happens with the arrival.
  • 0
    Donna S.
    If you do not want to be ripped up,  stay away from US-Mattress.  They sell damaged, dated and discarded mattresses,  and that is why they offer "discounts".  Their mattresses and spring boxes start falling apart after one year,  which is the end of the "full" warranty they grant customers.  After that,  US-Mattress use all types of excuses to refuse solving the problems and if you threat  to sue,  they agrees to provide replacements,  but at a huge cost.  They charge around $100 to have someone check the problem,  for what they call "shipping" they charge$175 for returning the mattress !75 for the spring box,  and the same amount for sending replacements,  which most of the time are worse that the one sent initially.  That is,  you end up paying most of what you paid for the mattress set initially.  US-Mattress is a rip-off operation.  My advice;  do not by from US-Mattress,.  Go to a reputable mattress supplier,  examine to see that what your are buying is of good quality,  and do not buy on line,  as you will fall in the US-Mattress trap.
  • +1
    Nicky
    Thank you ALL for taking the time to write the reviews was just about to order one..Not now.
  • 0
    Rebecca
    I bought a mattress from US Mattress too. Huge mistake. Their 120 night guarantee is misleading as other online mattress offers mean they will let you return it for a refund. They told me my Simmons Beautyrest wasn't eligible for a refund. I was very happy with a Beautyrest mattress I bought years ago and thought I could count on the same quality. This mattress is absolutely awful. It says it's firm when it's super bouncy. When we get out of it, there are large imprints in the mattress that stay. It's very lumpy and our heads are lower than our legs in it. The sides collapse and offer no support and my boyfriend and I roll into each other all the time. Beautyrest used to be the "Do Not Disturb" mattress but they've gone cheap. It feels like the coils are missing completely. I wrote to Simmons and US-Mattress at the same time. Simmons won't respond. US-Mattress waived their exchange fee. I also pointed out to them that during the weekend I was complaining, the mattress I bought had been reduced by $200 and included a spring and frame that I didn't get. They would not make good on the price. They refuse to lose the business but they misrepresent their products and their guarantees. I know as they keep asking if I've gone into a mattress store to pick a mattress (which I told them I'm not comfortable doing since I know I won't make a purchase at that store), they sure as hell are going to try to upsell me. I think that was the goal all along as they are not customer satisfaction oriented AT ALL.
  • 0
    Evelyn
    I just ordered a top of the line temper pedi that I had tried out at a local store. I was told it will be first  made when I ordered it. After reading these complaints I am very worried I won’t get a brand new not laying around mattress.  What do you think?

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