Mattress Discounters

Larry of Patterson CA (09/25/05)
In July 2003 we purchased a mattress and box springs from Mattress Discounters. We used the mattress and box springs until December 2003 (5 months). At that time we noticed our mattress had extensive sagging in the middle. I called Mattress Discounters and advised them we were having problems with our mattress. They advised us that they have an independent contractor who would call and schedule a time to come out and check the condition of our mattress. S. McHenry called, and we scheduled Saturday, March 14, 2005 as the appointment date. He is with Integrated Bedding Group. He came and measured the sagging in the middle of the mattress which I think measured at 1 & 3/4 difference in the middle versus the sides. He spent about 20 minutes at our home.

We then received a letter from Tiffany Irby, a customer service representative with Mattress Discounters West at 8391 Auburn Blvd, Citrus Heights, CA. 95610, Telephone #888-233-0091, stating that Integrated Bedding Group is an impartial party to our concern; they are bound by the standards and tolerance that Sealy sets when determining defects in the field. With this in mind, Integrated Bedding Group finds no structural defects with our mattress. Due to improper frame support the warranty has been VOIDED. For further assistance please contact Sealy.

We were not aware that the inspector would base his decision on the support, which obviously was not the problem. Had we have known that they would have denied our claim based on this finding we would have installed the additional 3 slats that we had (which by the way were standing up against our wall in our bedroom which the inspector saw). I have made several attempts to contact Sealy direct which is what the letter states to do should I have any questions or concerns. I called Robert at Sealy (800) 697-3259 numerous times, but I cannot get him to return my phone call. Please be advised we only slept on our mattress 5 months. We paid 1600.00 for the mattress and box springs only to find that Sealy does not stand behind it's product. I have spent the last 6 months making numerous phone calls and writing letters in hopes to resolve this problem. NEVER AGAIN, WILL I BUY ANY SEALY PRODUCT! Any help your organization could provide, would be greatly appreciated.

James of Encinitas, CA April 14, 2005

James of Encinitas CA (04/14/05)
We purchased a mattress and mattress pad in August 2004 for our daughter in college at Berkeley Calif....They told us the mattress pad would be in in about a week, We never received the mattress pad, and we have talked numerous times, numerous telephone calls, and our account with Citi Financial has still not been credited with the 34.00. I have spent money on telephone calls; the time has been a complete waste, and I doubt I will ever purchase another mattress from Mattress Discounters nor will I use Citi Financial Services...very bad customer service.

I have begun to tell everyone I know about the problem. I am very disgusted with the process. Everyone at Mattress Discounters has said they have done what they needed to do. Everyone at Citi Financial has said they only need a confirmation from Mattress Discounters. There is just nothing as the consumer I can do. Please fix this problem for us.

I made telephone calls by the dozens, long distance, and I have had to purchase another mattress pad cover.

Brendon of Washington, DC March 3, 2005

Brendon of Washington DC (03/03/05)
I purchased a mattress and box spring from the Mattress Discounters store near Dupont Circle in D.C. in late 2002, and it was fine. On February 27, 2005, I went back to the same store to get a new wooden bed frame for the same mattress and box spring. I spoke for 15 minutes with the sales representative, and ended up buying a full wooden frame for about 550. I explicitly stated that I wanted the head and foot boards, rails, slats - everything in the frame so I could just drop the box spring and mattress into it. I was assured this would be the case. Shipping was set up a few days later on Sunday, for an extra 50 fee. I was also told the delivery people would assemble the bed for me. Sunday rolls around, and in anticipation of the new bed I drag the pieces of my old one out to the dumpsters. The delivery guys eventually show up. However, they only deliver the head board, and foot board and slats - no rails which connect the entire thing together. They are also surprised that I expected them to put the frame together for me. Without the rails, the bed is useless. One even says to me I thought the rails might not be in there but wasn't sure. I am told to call the store rep who would take care of me. The deliverymen then vanish, leaving behind half a bed frame. I call the store, and am told it was an error at the warehouse and that it would be fixed. I also point out that I paid an extra 50 for expedited delivery of the entire bed, which obviously didn't happen, and am told that will be refunded (in 10 days). The store rep assures me he will call me the following day (Monday) to let me know when the rails will arrive. Monday comes and goes. At the end of the day, having heard nothing, I call the store again and inquire as to where the rails are, because I am already tired of sleeping on the floor. I am told that their delivery is pending but has been set up for Wednesday. I say that is fine, but give very clear instructions that, since like most normal people I have a job, and they will have to deliver it during the day in my absence.

I am told I will be called on Wednesday about it. Wednesday comes and goes without a call. I return home late Wednesday night to find the rails have not been delivered. Instead, I have a late message on my answering machine from a woman who recites the following message: Delivery had been set for *Thursday*, but the rails are not yet in stock so they won't be delivered Thursday. So suddenly I have gone from having a full frame delivered on Sunday, to rails being mistakenly not delivered, to the rails not being in stock at all. Thursday morning, I walk over to the store to give them a piece of my mind. The store is completely empty. I mean, every single item of furniture and equipment is GONE. A tiny sign on the darkened front says the store is being renovated. I was completely stunned. At this point, I have been sleeping on the floor for days, and have a huge box of half a bed frame sitting unassembled in my living room.

I just spent an hour trying to find where the staff from that store magically departed. I eventually located the same salesman at another store in D.C., and was informed he would get back to me. Hasn't happened. I also asked to speak directly to the warehouse people, and was told I can't, that I have to go through the sales person. Of course, in all of this my card was charged for the entire bed frame back on 2/25/05, the Friday BEFORE anything was ever delivered (or wasn't). Apparently their billing department is the only aspect of this company approximating competency. It is worth noting again that during this entire period, the ONLY return call I received from anyone (including the sales rep) was the mysterious call on Wednesday night about the rails no longer being in stock. I must have received a dozen promises that people would get back to me shortly and/or take care of things immediately, none of which happened.

I paid 550 for an unusable bed frame that wasn't appropriately delivered. I have wasted hours and hours of my time at work trying to track down their elusive staff. And I am exhausted after days of sleeping on the floor because I still don't have a bed frame.

Richard of Fallbrook, CA October 27, 2004

Richard of Fallbrook CA (10/27/04)
We purchased a Simmons Camilia Blvd Pillow king size bed about March, 2004, and after 3 or 4 months we returned it as it was uncomfortable and showed signs of sagging. We exchanged it for a Sterling Silver Living Series Sensus Foam bed. Within 3 months it was sagging on both sides of the bed. They sent out an inspector, and Mattress Discounters customer service called and said that the foam was defective and they would replace the foam mattress. This is not acceptable as it is apparent that the design or material used is defective. We do not want a replacement of that bed or any bed carried by Mattress Discounters but want a full refund which to date they have refused. I have been unable to get anyone to respond except with the canned "we want to make you happy but I don't want what they are offering". Is there anything I can do? If they won't respond I plan to take them to small claims court.

We have suffered with poor sleep from the two beds purchased. The defective foam bed cost over 2,000. We do not want any replacement from the retailer.

Frank of Owings Mills, MD October 1, 2004

Frank of Owings Mills MD (10/01/04)
I bought 2000 worth of mattresses and a bunk bed for my son about a month ago. On delivery the bolts to assemble the bed were not included. I was promised the bolts would be next day air delivered to me. They never arrived. Twice a week since, someone from that company has promised me that the bolts would be delivered. It has now been almost a month, and I still have not received anything. Every single commitment made by every individual in this company has been unfulfilled. I have never seen anything like it. It is like an entire company filled with pathological liars.

My son cannot sleep in the 700 bed I paid for a month ago.

Betty of Arlington, VA July 14, 2004

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