I bought a Sealy Firm Set, twin mattress + box spring + frame. It was quite expensive for a twin set, about $500.00. A few months later, the mattress developed impressions with very deep sunken areas. I submitted the warranty claim which is a big hassle! Finally, months later, they delivered a replacement of the same mattress set which I think I had to pay again for delivery fee while picking up defective mattress at same time to be shipped back to Sealy in Ca. This is ridiculous. Anyway, the same thing happened again with replacement. It is a pure crap. This time customer service is giving me very hard time honoring warranty. They have a bad customer service. Rude salesmen and representatives. Don't waste your money or time. Buy your mattress in a reputable store and ask them in detail regarding the warranty policy which is very important. Do not use dial a mattress either!
Consumer Complaints & Reviews
Save yourself a lot of hassle and expense, don't order from this company. They have the worst customer service I have ever experienced. I ordered a mattress that was supposed to be in stock and available for next day delivery. After they charged my credit card, I received no order confirmation and I was unable to access their online order tracking system. Their phone number wasn't even active. Three weeks after ordering, I received an email saying they shipped my mattress to the wrong state. They claimed I entered the wrong zip code. Apparently, they made no attempt to verify that the zip code and address matched before shipped and I was unable to tell I mistyped my zip code because I got no order confirmation. They charged me $349 for an order cancellation and a return fee for a mattress I never received. The company has either failed to deliver goods per the contract of sale or this an attempt at fraud!
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 department, we were told that this is a normal condition and not to worry. This is not normal! We are in our late 60s 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 approximately $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. Now all we want is all our money back so that we can go to a local store and buy a mattress that does not have body cavities.
I ordered, by mistake, a wrong size of mattress (Simmons Murray River Drop Top). The company offers free delivery and removal of the old mattress, and I chose that option. Once the mattress was delivered, it was obvious that it doesn't fit the bed frame. I have accepted it, thinking it can be replaced for a correct size. My old mattress was picked up and loaded on the truck. After calling the US-Mattress and being placed on hold numerous times of often 15 minutes long, I was told that the mattress cannot be returned nor exchanged for a different size. I offered to pay all the shipping and re-stocking fees, but was told that there is nothing to be done. However, they would replace it with a mattress of a same size, but different comfort level.
Then, I requested my old mattress back, but US-mattress told me that they had nothing to do with that and gave me the 800 number of the trucking company (that delivered their mattress and took away mine). After talking again to several different customer service people, I was told that they don't know who was driving the truck and where the truck is or where my old mattress was. I have spent half a day literally on the phone, most of the time on hold, just to be told that there was nothing they can do. The main point is that US-Mattress would want to go through exchange but only if I wanted to replace the mattress for different firmness level, not a different size, so they would still need to come and pick the current mattress and deliver the new one but not the one that fits.
