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I only wanted to post this to hopefully prevent this from happening to others. At the end of this I will place a copy of an email I sent to US Mattress that I received no response to. I placed an order with US Mattress on 12/29/09 and by 1/6/10 I had heard nothing from US Mattress so I called them to learn the status of my order and was hung up on twice and when I did get to speak with a rep. they were very rude and acted as if I was an inconvenience to them I was finally told I would receive my mattress on 1/8/10 and I did receive a mattress on that day, The wrong mattress! So I had to go through the same hassle to speak to someone as before. I was rudely told that they would ship the correct mattress that day, as of today 1/15/10 no mattress no communication! Again I called them only to receive the same treatment and when I asked for a refund they said they couldn't do that until I threatened to contact Visa only then did I receive a refund. This is not the type of service I expect for my hard earned money. Anyway here is a copy of the email I sent to US Mattress to no response.
To whom it may concern
I was skeptical about ordering a mattress online and as it turns out my skepticism was not unfounded. We began looking for a mattress locally and found the pricing a little higher than expected but we did find the type of mattress we wanted a Plush Euro Pillow Top. So I began an online search and wound up at your online store (US Mattress) that seemed to have good feedback and pricing, but our experience so far has been anything but good! On Dec. 29th we ordered a Full Sealy Reserve Hope Mills Plush Euro Pillow Top Mattress Set and after two phone calls to customer care one of your customer service reps. was kind enough to locate our mattress set and have it delivered today Jan. 8th. But as it turns out we were shipped the wrong mattress set! We received a Queen size Ackerman mattress with a full size box spring. We had to refuse shipment and return the set. How does that happen? So as of Jan. 8th we still don’t have our mattress set and no idea when we will. After all of this I cannot in good faith recommend your company to anyone because to me a good price means far less than good service and so far your company’s performance has not been good at all.
I’m quite sure all of this will fall on deaf ears because of today’s Internet way of doing business one customer no longer matters. A sad state of affairs in my opinion! As for my next mattress purchase I will spend my money locally with a company that one customer does make a difference. This was not written in an effort to pry anything from your company just to state the facts of this transaction so far.
Sincerely, George Copeland
The complaint has been investigated and resolved to the customer’s satisfaction.
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WOW. Well, Charlie Brown certainly had an axe to grind, didn't he?
US-Mattress is actually a legitimate company and that ridiculolus tirad about the original poster, gkc4, is inappropriate and misplaced. Do YOUR research before you so brashly react to a legitimate complaint.
As for US-Mattress, I wrote to ask for help using their Easy Pay option and received a confirmation that I would hear from them within 1 business day. That was 4 days ago and I have heard nothing. I have to agree with the OP that this company has a poor business communication policy or practice. I have not ordered from them, but despite this complaint, I am going to - only because there is another site where they get about a 90% satisfaction rating and they are the only place I can afford. I am hoping the risk will pay off!
Thanks for the information, gkc4 - hope you eventually found something that worked for you!
Are you kidding me? US-maatress... I made a exchange last month, and they said there is a spot on the returning mattress, and they will not refund me. Therefore, I spend $2000 more for one mattress!
On their policy, it is clearely stated, all return mattress will be disposed, if so, why they care a tiny spot on the mattress?
For people who buy mattress from them, you have to be aware, you may not buyting the new one, but a used one.
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.
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
I bought twice from us-mattress.com, and both times the mattresses (sealys) came as promised. Their policy says you can exchange an equal or greater price, not lower. You should be upset with yourself for not reading, or being a cheat wanting to get something special for yourself beyond their stated policy. You sound like a crazy old person.
Readers should be aware of the high probability of special interest people, employees, family, friends or paid posters for many of the defensive posts for these reviews.
NEVER NEVER NEVER buy a mattress from a online web site. Go to your local store where you can lay, roll, jump, and sit on the mattress before you buy it.
Just found this site looks like a list of complaints from all over the web about U-S Mattress.
http://u-smattresscomplaints.blogspot.com/
Above link is wrong it should be:
http://us-mattresscomplaints.blogspot.com/
Bed was way to hard for us to sleep on was rated at a comfort level of 6 like are old bed but after 6 weeks still way to hard like sleeping in a sleeping bag on the floor. The old bed was much softer to sleep on but the middle was sagging. I left a review on the website to warn other people but the review was deleted by them makes me wonder if its just a scam to get another $100 bucks when we return it. I cant believe this is a 6 i'll need a level 10 with 3 inchs of egg foam to make it a soft bed.
You know what I bought a mattress from these people, and now I'm having problems with body cavities in the mattress, called them to get it replaced, they just slowly shunning me away, till they don't hear from me again or so they thought.I called again they promised that it was going to be taken care of and it has been.as far as me getting what and when I ordered, all that went great.the problem I have now is they don't want to honor the ten year warrenty they said I had on the mattress .o-well.going to a local dealler, so if I have a problem like this again ill be able to get into the guys face and make it right.O- and by the way, Charlie Brown you need to shut the f*** up, nobody wants to hear your endless rant about how .everybody in the world except you are scammers.
Very unresponsive company. They get your money day one, but you won't see your mattress for weeks. Their line "1 - 2 weeks", damn you'll be lucky to get a status report at the end of two weeks. Still waiting, never again.
The scam with US-Mattress is that they offer items for "sale"; however, that is the regular price. This is a deceptive sales practice. IMPORTANT: THIS COMPANY DOES NOT ALLOW NEGATIVE REVIEWS TO BE POSTED ON THEIR SITE. How do I know? I tried to post a negative review of a mattress that I bought and it never appeared.
I would have to classify the decision to purchase a mattress from U. S. Mattress as one of the dumbest decisions I have ever mad in my life! What a joke! In a foolish effort to save money I fell for the numerous bogus 5 star ratings posted online. I also fell for U.S Mattress's salesperson Anita's line that the mattress she was selling me was the equivalent mattress that was offered by Macy but under a different name. What a load of crap! The first mattress that arrived was not the mattress that I had spoken to Anita about so I was issued an exchange, but with a slight shipping charge of a little over one hundred dollars. The next mattress was another Sterns and Foster mattress that cost more, but I was assured that it was the equivalent mattress.
Once a load of crap. I weight 165 pounds, yet within 90 days the mattress showed signs of sagging, but not to the extent of a warranty issue. However, within six months the sagging increased to 2 1/4 inches so I was granted a warranty replacement, of course with an additional shipping charge. Now I realize that whatever mattress I select it will not be the one I try out at any reputable retailer. I have made numerous futile efforts to get a response from a management level individual, but I can't even get a reply. I'm willing to even accept a partial refund, but these scam artist continue to ignore me. Do yourself a favor and go to a real mattress retailer in a reputable store and DO NOT purchase anything from U.S. Mattress.
AVOID! We ordered a bed and mattress and only received the mattress. We had to call to find out and were told they do not deliver to our address. Hello? We got the mattress, why lie? We will never do business with this shoddy outfit again. "Buy American" yes, but not from these people. How do I know they lied? We phoned the company who they claimed doesn't ship to our address and lo and behold they do! We ordered directly from the other company, saved money. US Mattress should be ashamed of its business practices. Poor communication as in a lack of it, lies. Why would any give $$ to an outfit like this after that experience? Shame on you US Mattress.