1800Mattress.com Reviews

I called and they said they would send an inspector out to check out the bed. When the man came into my house he was unfriendly. He walked into my bedroom and said "is there a light that works in here?" How rude....just ask if I could put a light on. Then when he was done, I asked what it showed? He rudely answered me that he couldn't give me any information.... What was this brain surgery and you can only speak to next of kin? Just nicely say you have to submit the numbers and I'll receive a phone call.

Bottom line: we had a defective box spring. We had to go to a Sleepy's store and pick out a box spring. Much to our surprise we had to pay a 99.00 shipping charge to replace an item that was defective. Upon placing a phone call, I was told by the first representative, after holding around 20 minutes for a supervisor, that he would call me back within the hour regarding the shipping charge. I never received a call. The next day, I called back and they said I had to wait 24 hours. 48 hours later when I still received no phone call, I called again. Again, I was told I had to pay shipping as sleepy's doesn't own the trucks.

They did take $30.00 off. The least they could have done was cut the cost in half but they refused to go lower. I'm sorry, but it is not my problem that you use an outside company to ship when the product I received was defective. I know it is in writing that you pay shipping when utilizing warranty but is it considered warranty item when the item you received is a lemon? I think if this was a company that stood by its products, when a product is deemed defective, it is ludicrous that the consumer should have to pay shipping a second time. We have purchased from this company before with no issues but this is enough of a problem that we will do anything we can to avoid using this company again.

I called that next Monday. The lady said she had double checked and I should have my mattress by no later than Wednesday. Once again no call!!! I called on Friday 9/23 and I was told the carrier hadn't even picked up the mattress yet!!! How does it take a month to deliver something?? I could walk to your warehouse and carry back to Austin on my back in that amount of time. I wish I could run my business like that - promise goods that never arrive. Awesome racket you going!! I'm sure when I call to cancel my order on Monday I am going to get ripped off when you only give me half of my money back. Can't wait to get your automated response!!!

There is a huge disconnect between 1800Mattress and the delivery companies with which they contract and as a result, the company tried to charge me MORE fees for bringing my mattress up stairs, when the delivery company said I was approved for 2 flights of stairs. They also later tacked on fees for ANY stairs at all when that is utterly ridiculous because they did not tell me about the fees and that is just crazy - most people have some stairs!!

My ultimate problem was that in the end I was told my delivery would be suspended because they wanted to review the situation with the stairs. Previously I’d been told my mattress would be delivered at 7am the following day but because of the suspension, I believed that delivery was cancelled. I tried to call to confirm the night before, to no avail. That morning a delivery person tried to bring my mattress but, because I thought the delivery was suspended, I had to leave for work before he arrived.

Later in the day I got a call that I was being charged $60 + taxes for a cancellation fee! To clarify, I was under the impression that my delivery was SUSPENDED (indefinitely, had not been given a further date). After a long email and many, many more calls to customer service, the best they could do was refund me HALF my fee. Be careful with this company, it seems cheap for a reason... watch out for those fees!!!

The mattress is supposed to be a Sealy Posture Premier Giovanni Plus Mattress and the box spring is a standard box spring. The mattress is so thin it looks like one that's supposed to go in a baby's crib. Both the mattress and the box spring are indented and are sinking. This was very uncomfortable and unsafe for a handicapped, disabled man that is bedridden. I was so shocked and outraged when I saw what they looked like I'm ready to sue the company. How can they continue to sell mattresses and box springs like this and they don't last a month? This is not acceptable. If I have to take them to court, I will because I want my money back, not a credit.

My advice to anyone intending to purchase a mattress or box spring from 1800 Mattress is DON'T DO IT. DO NOT BUY ANYTHING FROM THEM BECAUSE YOU'LL END UP REGRETTING IT. If I had to wait for them to send an inspector and then replace them, my brother might have ended up in the hospital with back problems. There's no way a customer should have to wait almost a month to get replacements or a refund, not a credit. Something has to be done about this company. They need to be closed because they are ripping people off.

Then there is the method they use for testing. The bed has to be measured with no one on it. This mystifies me as I have never heard of any product examined for a defect when it isn't in use to show the defect. According to this method, the mattress top can bottom out against the bottom in use, but if it pops up after, there is nothing wrong with it. The mattress that this one replaced was purchased in 1998 and was put into another bedroom. I have now gone back to sleeping on a 15-year-old mattress that has no sag & is more comfortable that a one-month-old mattress - Very disappointing.

On May 14, 2013, I received a voice message from a guy named Lenard from the company telling me this is normal and they will not do anything about it. Today at 10:10 am, May 15, 2013, I called 1800Mattress. The first person I talked to, Cathy, I explained all the problems to her, she looked up the report and said a 1/4" is normal. I had to correct her by telling her it's 1- 1/4" not 1/4". At that point, I want a supervisor. I'm now on hold for 20 minutes. Finally, another girl named ** got on the phone and told me she will contact the manufacturer and call me back. I told her that I want my money back and this sorry excuse for a bed removed from my house. I also told her I had two back surgeries and I can't sleep in this bed. She said, "I'm sorry for your inconvenience." That doesn't help me. It's now 3:30 pm and still no call.

I will contact every consumer complaint company along with every news station so other people don't get screwed like we did. As far as the BBB, look it up. You won't believe the enormous amount of complaints filed. I wish I knew this before I spent a lot of hard-earned money. I will get my money back and this substandard product out of my house. I will win. America, stick together and get these bad companies out of business. I'm going to do whatever I need to get them shut down.

After calling several times to get an exchange processed, they reiterated their process, but said they would go ahead and do the exchange. Several days later, they still claim they are trying to process. I am getting the runaround and possibly they are delaying on purpose. At this point, they can come and get the mattress (poor quality mattress set) they initially delivered. I am still requesting a refund and will purchase a quality mattress set elsewhere. Additionally, I will continue to post my experience with 1800Mattress everywhere since I have low expectation at this point that they are serious about resolving this.

Original Review: Feb. 11, 2013

I received my new mattress on 11/26/12. This is not the same mattress as the King Koil Eastwood that I purchased in 2005. Throughout my conversations with your online sales staff, I repeatedly stressed that I wanted to get as close to a duplicate of the Eastwood mattress as I could. I was assured on two different occasions by two different sales people that the Eaton was the same as the Eastwood I had previously purchased. That is absolutely not the case. The Eaton has hard edges that cut off circulation in your legs if you sit too long on the edge of the bed. It is advertised as a "plush" top mattress, but has no plush on the top. It feels more like something I'd find in a cheap motel.

I called and spoke with ** who told me that the "21-day comfort exchange" had expired, but they didn't offer that in my area anyway. She offered to sell me another mattress at the employee discount price. When I asked to speak to a manager, she told me she was it. There was no one at t higher level. It appears that I have spent a considerable amount of money on a very inferior mattress, which is exceptionally uncomfortable. No return, no refund, no customer satisfaction. There ought to be a law.

At this point, I could not believe the way I was being treated. I hang up the phone and told my wife of the situation. My wife told me that it was impossible that they came to the door. She informed me that she was in front of our home and that a white Ryder truck slowed down and did not stop around the same time. They claimed they were at my door. So, I called customer service and I again told them the story and asked if they deliver in a Ryder truck. The rep confirmed that it is very possible that they deliver in a Ryder truck. At this point, I explained to her further what took place and she responded by saying that she was not present and could only go by what the driver tells them.

I asked for a manager and still no one was able to resolve my issue, claim responsibility or to file a formal complaint. Needless to say, they said they will be delivering my mattresses tomorrow. I also happen to have a security system with high-resolution cameras in front of my home. I went back and looked at the recording and it confirmed what my wife saw. The truck did not stop. No one came to my door or did anyone ring my bell. I guess it angered me more that I was lied to and that 1800Mattress did not apologize or tried to correct the situation but instead, defended their drivers. This has left a very bad taste in my mouth. Thank you, 1800Mattress.

The woman on the phone said it could be because it’s not high enough. After I told her the bed is high, she changed her story and made up some other excuse. She said if I go to the store and purchase a proper bed frame they will reimburse me for the mattress. Or I can fix it myself and take a picture of it and send it to them and they will honor that. This place is a rip off. I will never purchase anything from them again nor will I recommend them to anyone! I will complain to Consumer Affairs about this and see what type of legal action I can take from here.

They sent another person out again. This time, they admitted the defect and told me that I can indeed get a new bed, if I am willing to purchase a new bed at a reduced price. Then, they rescind that offer when they sent someone out to check the bed. We have always kept a mattress pad on the bed, but my daughter spilled a glass of ginger ale on the mattress when she was sick, so that voided out the lifetime warranty. Now, what does a stain have to do with a defective mattress?! Either it is defective or not.

This is all a way to make the warranties useless. I am beyond disgusted. I now have two rotator cuff tears in my shoulders made worse by this defective mattress. I have gotten no help by Sleepy's (who purchased 1800 Mattress), except that they want to sell me another mattress. I am so disgusted and frustrated. We still need a new mattress. I feel that Sleepy's should honor the warranty, stain or not. I would love to hear from someone. I will be happy to share all the invoices and numbers, etc. We'll see, surprise me.

I finally found out I could contact Sleepy's. I had to go through such a hassle with them. They retook pictures, etc. They finally told me go online and pick out a mattress. I saw there were no mattresses equal to the price I paid so of course in order to use the credit I had to pay extra for a mattress. This is a bad business! This mattress is sagging, and I can tell it's like the other one I had. I heard from my own doctor that one of his patients worked for them "refurbishing" old mattresses.

They then sell them new. I am sick of these people getting away with this! I paid a lot of money and now have garbage! Our backs kill us everyday. I just can't even begin to think about all of the trouble to go through again to replace my mattress. Then, will I have to pay more and will it also be refurbished? I'm so upset. I would never recommend 1800Mattress or Sleepy's to anyone!

You'll get a receipt when it is delivered." Dale told me that if I wanted to return the mattress, all I had to do was pay $130 and a delivery fee. The next day, I received the mattress and the King Koil brand was not on the receipt or the bed tag. Unfortunately, the bed was signed for while I was on the phone, trusting everything Dale had promised and noticing it after delivery. I called Customer Service and was told that there were no returns, only exchanges. It was January 7th by now and Dale was put on the phone. He said he had to do some research on what I wanted for replacement and would get back to me on the 10th. Of course, I did not hear from him and now must chase his incompetency, losing more time out of my day because of this horrible company. After reading all the complaint websites, I would have never even called this company. The bottom line is that I will always keep their name out in my conversations as an example of why not to buy from 1-800-Mattress and why I will always check complaint websites before making an internet purchase again.

Finally, on the 3rd day I decided to cancel my order but they said they would provide me a discount and delivery the next day so I relented. When the delivery arrived the next day it was the wrong mattress and the guy had forgotten the bed frame. I tried to reach customer service and again they told me the system was down! I have been trying to get a refund ever since with no luck because their system was always down. Do not buy a mattress from here. Its not worth the $50 saved.

I will never order from this company again or Sleepy's, which I have researched and found to be their parent company. I think it is ridiculous that they can't confirm a cancellation and that they can't confirm that they credited my card. And why should it take a week for the credit to appear on my credit card? If that's not illegal, it should be. They sure can charge my card immediately. At the very least, it is extremely poor customer service.

Just remember folks, when you're in the showroom of this vendor or on the phone, these eager salespeople who appear to be helpful turn into dishonest and disreputable thieves. This is not something you're expecting when you fork over hundreds of dollars to them for a product you think will be quality.Buyer beware!

She visited mattress stores and selected a firmer mattress. We called on day 29 and were told that customer service didn't work weekends. I requested they document my call. I called Monday and was told that I had to have called by day 21 from when I had taken delivery in order to exchange the mattress. That was not what I was told before the sale. The "best they could do" was to offer a $600 credit on any future purchases.

Exactly what do I do with the nearly $3000 mattress my wife can't sleep on?

They were not very helpful. I figured I'll try this mattress, and it would be more of a hassle to return it (since they made it so complicated and I would have had to pay $100 to return it, etc.). Truthfully, I regret having dealt with them and buying it. It was never good. Right away it sagged and felt bumpy and uncomfortable. The middle section of the mattress protrudes. I've been sleeping on my sofa for more than a year now, because that mattress gives me terrible back pain (I don't have pain while on my sofa). My husband deals with it; but also says is not comfortable at all. I will never ever buy anything else from them. Customers beware! What you see in their site is not what you get. They deliver very poor quality mattresses that are not worth the price. I even wonder if they're re-conditioned mattresses. They con people into believing they'll get something that is top of the line, when the contrary is the case. Sad... sad that certain unscrupulous business man take advantage of others! They're just ripping people off. Beware!

I figured maybe when I put the topper on it, it will feel better. When I came back from vacation I found the topper in a box sitting out in the rain. It had been out there for 4 days. When I opened the box, the topper was wrapped in plastic so I figured it would be ok. But to my horror, I found what looked like blood stains and it smelled like fish. I called the office right away and let them know. The woman I spoke with said to throw it out and she would send me a new one. I waited and waited for the new topped but it didn't come. So I called to return the mattress before it was too late. When I called they told be I can't exchange it because I didn't purchase a mattress protector. I was never told I needed to purchase one. So they told me that I had to buy one for $59.99 inorder to exchange the mattress. This didn't make sense, but I said ok. They said they would have my original sales person, Keith, do the exchange and he would call me right back.

After days of not hearing back form him, I decided to call them. They told me when he was available he would call me back. When I did speak with him I had to spend $99.99 inorder to exchange the mattress. I am so fed up with this company. I will never, ever, ever, ever, buy a mattress form them again.

Norma took the order and told me that it would be delivered between 8 and noon today, 6/4/11. I left her with instructions that if this could not be done to call me immediately and I would have to find an alternative. I received the email verification and thought everything was fine. As I am in federal law enforcement and travel quite a bit, I was happy that this was done. I relayed all the info to my grandson and life went on. About 6 pm, I received a call from my grandson stating that he got a call from the delivery people stating they could not deliver till Tuesday. I called their lovely customer service and spent 15 minutes on the phone with a nice gentleman who could not find my order. Yet when I was transferred to Tracy, a supervisor, she found it. I explained what happened and what I was told. She stated that I needed to contact the shipper.

I explained again that this was not what I was promised nor was I advised as to the delay. I also stated that if this is the way this company does business this will be my first and last order. Her response, "Oh well, you have to contact your rep (Norma)”, and she attempted to transfer the call. This was a nightmare as it goes into a voice mail loop and you cannot get to a live person. Now my grandson does not have a mattress that is serviceable. I could have caught a flight back home and saved myself all this aggravation; I will cancel this order. Spend more money to fly home and ensure that the job is done right. The lure of easy purchasing is sometimes the root of the bitter taste of unmet expectations.

Finally, on the fourth day I got a one chance to talk to them. And the person was I speaking to was not very nice. I told her my situation and all she could say was, maybe, I got a defective piece. And I asked how can I get two defective pieces? She said she didn't know. And I also told her that the mattresses don't match the description and she told me that when you purchase it, it says that "the product may not be similar which is being shown above". I said where does it say that? I didn't see it anywhere when I was purchasing it. She failed to show me where it is. This business lies to their customers to get their money. They do not care about their customer as long as they get the business.

I even chatted with the agent online and they said yes to product being the same and mattresses meeting the description. I am in process of getting my refund. I will try and try until I get my money back. I will even file a small claim. I will not let these people take out money just like that. But I am here to warn the future buyer to be very aware when you buy from this company. Do not, I repeat, do not buy anything from them, they will take your money on one hand and deliver some cheap mattresses which sags when its is brand new, from the other. If I could stop even one person buying from them then that would be really meaningful. At least, that person will be saved from this fraudulent company and will be saved from headaches, an extensive waiting period, a lot of talking to different agents, and oh, repeating the situation 1000 times. Peace!

As the condition of the mattress was becoming worse, I was thinking of buying a new mattress and looked at the invoice (this was the only receipt I got when I bought this mattress) I got when I bought the current mattress to look for any kind of warranty on the current mattress. The invoice said that it only has 3 months of warranty.

Thinking that the warranty has expired on the current mattress , I went to nearby Sleepy's store looking for a better mattress and explained to him the difficulty I had with previous mattress and he looked up to the details and said that my current mattress has a 10-Year warranty.He asked me to call 1800-mattress and explain the situation.

I was surprised to hear that because 1800-Mattress (where I originally bought the mattress) never gave me a Warranty Document and never mentioned any kind of warranty in any form.

I then talked to Warranty department at 1800-mattress and explained the situation. 1800-mattress scheduled for a Bed check inspection and finally gave the report to back.

I got a call after they received the expert's report, only to be told they found a stain, which the expert never told or showed me, and said the entire warranty is void. In other words, they agree both the mattress and the box spring is defective but a stain I can't even find, voids the entire warranty. They said you're stuck with the defective mattress and box spring because of a stain, that has nothing to do with the sagging mattress and box spring and a stain I can't even find.

What surprised me is that , instead of accepting that they have sold a defective mattress to the customer they wanted a silly reason to decline the warranty giving some unnecessary reasons (like having stains).

First of all 1800-mattress didn't give me the warranty document when I purchased the mattress. When I raised this issue they said that if I need the warranty they will mail it out to me now. Why was this not sent me when I bought the mattress? This way I would have known the warranty rules.

I have read elsewhere that they will find anything they can to void a warranty and not be held accountable for the defective merchandise they sell and now it's happened to me.

I placed my order as I stated with Sears for a California mattress set thru their 3rd party vendor 1800mattress.com/Sleepy's

Donna, it seems is attempting to suggest (after substituting a King Koil Delilah for my order of a Devine by King Koil) after I have received a sale priced mattress that my mattress cost $951.00. It was replaced with a mattress on sale for $644.00. What this lady Donna seems to be suggesting is that she doesn't know what mattress replaced my original order and she is the individual who made the switch.

It seems as though these people may have a scam going on to defraud unsuspecting consumers out of money by waiting until an order is placed to be able to immediately suggest to the consumer, that their mattress is out of stock and replace it with a sale mattress of similar quality but with the intent of keeping the difference in price between the originally ordered mattress and the sale mattress they, 1800mattress.com, substitute.

1800Mattress insisted that this was policy so I abruptly hung up ending our conversation and contacted my credit card company in order to dispute the charge. I then called back 1800Mattress to alert them to the fact that I was taking actions against them. At this point, they agreed to refund 100% of my money and said it would be completed in 1-2 business days. I have no faith the money will be refunded on their own initiative and will continue the process with my credit card company. It seems like 1800Mattress leaves off the last S for suckers.

I started calling 1800-mattress in December 2009, although I did not start notating those calls until 01/21/2010. On 01/21/2010, I spoke to Anna. I told her that the mattress was defective. Anna stated that they would have to have an inspector come to my home to inspect the mattress. She stated that someone would be contacting me in 5 to 10 business days. On 01/29/2010, I called Ana back. I left a message requesting a call back. On 02/01/2010, I talked to Ana. She stated that she needed information on the name and model of my box springs. I called her back and provided the information.

On 02/02/2010, I called Ana back. She stated that the box spring set was approved. On 02/23/2010, I called Ana several times but was not able to reach her. I talked to Tracy on 02/23/2010. She stated that a referral was made to Mattress Marshals on 02/18/2010. An inspector came to my home to do the inspection. He took pictures and measurements of the mattress. I was told that the problem was very visible and met the guidelines for a replacement mattress. I received a call from Kim of Mattress Marshals. I was told on 03/29/2010 that the inspector would have to return to take pictures of the box springs. On 04/10/2010 I received a message which stated that the mattress was not defective, with no other explanation. I telephoned Kim, at Mattress Marshalls, several times and left messages. Have not yet received a return call.

NOTE: The back of the customer copy of the order form states that one must follow the care instructions on warranty card. I was never given, received or provided a warranty card. The business practices of 1800-matress probably should not be allowed.

This resulted to a loss of $449.76. I’m stuck with a defective mattress.

I called back, spoke to a Sharon, who told me that a supervisor was "unavailable" and that most likely the money will be back in three days. I am not sure if or when I'll ever get a refund and I am currently out a lot of money for a mattress that I never signed for. I would suggest that customers steer clear of this company. Loss of $577.07. Who knows when I will get a refund.

I can't believe a huge company like 1-800-Mattress/Sleepy’s has employees like Katherine, who is supposed to be a customer service specialist and not know how to deal with customers. It is disgusting that they are not sympathetic to my situation and unwilling to take any responsibility. I have not been able to sleep and extremely uncomfortable scratching all day, not to mention that I can't wear clothes that expose any body parts because of the bites.

Do not buy a bed from 1-800-Mattress/Sleepy's because you might be the next person with a mattress that has bed bugs!

The next day I went to put my mattress cover on it and discovered that there was a about a 1 inch in diameter hole in the box spring. And when I looked inside I discovered that it was made with cardboard. The box spring was literally made out of cardboard. So I did a little research and found an actual Sealy Posturpedic at Macy’s that came in at just under $800 (mattress, box spring, frame, delivery). I called 1800-Mattress and they will not refund my money and take the mattress back. There is no way to return the damn mattress. So I asked them to give me a better but comparable mattress, not made of cardboard and to make the swap at no charge.

After putting me on hold for about twenty minutes, she told me it would cost $179! There is a "comfort exchange" fee and a delivery fee. The mattress was defective and they're charging me for a "comfort exchange". If I had wanted to spend $1,000 on a mattress, I would have bought a $1,000 mattress in the first place! Now I'm getting an $800 mattress and paying close to $1,000 for it! They are practically stealing money from me. I have never heard of a company that will not let you return something. The mattress is still in its original plastic cover! And did I mention they "accidentally" hung up on me at one point? This resulted to a close to $200 charge that I should never have had to pay. I’m going about a week with a defective mattress.

In other words, they agree both the mattress and the box spring is defective but a stain, I can't even find, voids the entire warranty. They, 1-800-Mattress, said, I am stuck with the defective mattress and box spring because of a stain that has nothing to do with the sagging mattress and box spring and a stain I can't even find. I have read elsewhere that 1-800-Mattress will find anything they can to void a warranty and not be held accountable for the defective merchandise they sell and now it's happened to me.

It took me 6 months of calling them just to get an inspection done. I was told they had no record of my purchase and they doubted I even bought the mattress from them at all. I had to send them a copy of my receipt because they did not have a copy of one. I was told they were taken over by Sleepy's and they weren't able to access any records from 1-800-Mattress. It took me months of calls (waiting at least 20 minutes on hold each time) and numerous faxes of my receipt just to get them to admit that I even purchased the mattress from them. They said, “Unless we find your receipt in our records, we don't consider this a legitimate purchase.”

Keep in mind this went back and forth for about 6 months. Now I finally get an inspector to come out, he admits the mattress and box spring are both defective but like other customers, they won't do anything about it. I'm stuck with a 6-month-old mattress and box spring that are both defective and 1-800-Mattress gets to rip off another customer. Never buy from 1-800-Mattress or Sleepy's ever! Like me, you'll regret it!

I called Tuesday, Thursday and Friday to inquire why the charge of $1185.19 was still on my American Express credit card. I was told every time it would be removed. Where does this company come off putting a charge on my credit card immediately and does not remove said charge after a whole week has passed? I have contacted Amex and filed a dispute but I want to let other consumers and the BBB, and Consumer Affairs know of this company's deceptive sales/billing tactics. Erroneous charge is still on my credit card. Thank you.

The supervisor, Mr. **, called me and said he found another company that would ship it but it would take a few days longer. I was charged for the mattress. Ten days have passed and no one has called. I called again. It was as if I didn't exist in their computers. They finally found my order. They claim my order was cancelled. Why wasn't I notified and more importantly why was I charged if it was cancelled? Even more important, the salesperson said I have to go somewhere else for a mattress. So I did, US Mattress. Great! I can't get the mattress until the very day I need it. But at least I'll get it.

When it arrived 2 days later, it was very thin (5" thick!), and I asked the delivery guys to wait while I went to look at the description she had given me. I asked them if I had a few days to return it once I talked to the sales rep, and they had no idea what the policy was. They left (They seemed like they were in a hurry). And I immediately called the salesperson back to describe the mattress that arrived and let her know that it only had a 1-year warranty (not 10 years as she had said).

She was surprised and upset that the mattress was not what was described to her on the computer, and she told me I should switch it. At that point, I assumed it was just a mix-up; and I would exchange it for the right mattress. She gave me a few alternatives (both were more than what I had agreed to spend on the mattress I ordered) and told me to call the customer service department and that she couldn't help me with the exchange.

After waiting about 40 minutes for customer service to answer, I told the customer service rep what had happened and that I had a few suggestions from my sales rep. But I needed to know how much I would owe if I chose a specific model. He told me he didn't have that information, so I asked him for some more info about the mattress she had suggested. He said he didn't have any information about the mattresses and that I'd have to talk to sales about that or he could put me on hold and see if he could get the information.

He put me on hold for another 10 plus minutes and came back saying that someone would have to call me back. He mentioned out of the blue that the mattress could not be returned, just exchanged. At that point, I hadn't ever considered returning it. I was figuring I would exchange it for the mattress I was originally looking for. But I told him that no one had mentioned that there were no returns. How can you have an over-the-phone mattress business and not accept returns and never mention it during the sales process? He said, "It's on the back of the paper you signed when they dropped off the mattress." Oh, interesting.

I asked for his supervisor, who also was very nice. She proceeded to find the info I was looking for but quote me over $100 more than what the sales rep quoted me for the same mattress--a total of $230 more than what I had agreed to pay when I ordered my mattress! When I asked her about the price difference, she said she looked at my notes and there was nothing mentioned about the lower price. Sure, we'll fix it for you, if you'll pay us $230 more than you planned! It seems like a scam to me. Deliver a significantly substandard mattress and then suggest a mattress over 50% more than what was purchased to get the customer what they thought they were getting.

The supervisor was supposed to have my sales rep call me about the price and more info about the mattress that night or the next day, but she never called. I immediately called my credit card company and told them I want to dispute the charges, return the merchandise, and go elsewhere to get my mattress.

I got a call the next day (2 days after I had spoken with the customer service supervisor) from someone in customer service confirming that I was switching from the Simmons to the Sealy and asking what time on Friday would be good for delivery. Huh? I was waiting for a call from someone who could help me figure out an appropriate swap for what I thought I was getting but didn't, how much it would cost me, and whether that would work for me. She was very nice (they all were) and heard me out and told me that she agreed totally and that for some reason, that particular mattress that we were looking at had no warranty information available. She said she'd give the info to the head of customer service and that he'd call me within 24 hours. No call.

I called my sales rep back 2 days later (Otherwise, I would have sat on hold for another 30 minutes, waiting for customer service to answer!), and she was upset. It hadn't been resolved and told me she would tape a paper to his window so that he'd see it and call me the next time he was in his office. He called me the next morning, as I was getting ready for work, and within 2 minutes, he had me wanting to hang up the phone.

Ironic that everyone else in the company was able to understand what the problem was and want to fix it, and the head of the department was close-minded and difficult to talk to! I asked him if he knew my story, so I didn't repeat my self again (for the 4th time) if I didn't need to (I had spent close to 3 hours on the phone with 1800Mattress reps up to this point--totally pleasant conversations--and had felt like they were willing to help me get this straightened out). He said, "Yeah, you are trying to decide between a Simmons and a Sealy, and you want a 10-year warranty." Not exactly my situation at all!

I told him what had happened and that the mattress that was delivered was not the mattress described. I told him that my husband happened to go into a mattress store to get a frame and saw a similar mattress to the one that was delivered, and it was over $100 cheaper than what I paid. He said, "You can't judge a mattress by looking at the outside; it's the inside that determines the difference." It's a 5-inch mattress!

I have owned quite a few mattresses over the years, and none of them have been less than 7" thick (not on purpose). I never knew they had them that thin! The point was that the mattress I ordered was not what I received. Whether it was because of how the sales rep described it or what she was given as information, it was not what I wanted. I didn't change my mind or decide on a different size or softness.

He was not interested in my situation. He told me that I could have refused it when it was delivered. I would have, but the delivery guys had one foot out the door and I didn't have time to call and talk to the sales rep before they left! He said that he could honor the 10-year warranty on the mattress we received and that he'd send that to me in writing. I told him it won't last a year with my 13-year-old son who's about to almost double in size over the next 5 years!

So I get a 10-year warranty on a 1-year warranty mattress and have to deal with that in a year or two? He said I got what I ordered and asked if I want something different. I asked him if I could please speak with his manager. He told me he was the Associate Director of Customer Service. I asked for the director. He told me he's the highest person I can speak within the department, except for the executive group. I said that I'm fine speaking with the executive group, and he said, "You can write them a letter." I told him that I had to go.

That for the first time in all of the conversations with 1800Mattress, I was really upset; and I needed to call him back after work. He told me he'd be there until 4 (Thursday night) and then not again until Tuesday afternoon. Nice hours by the way for the man in charge of customer service of a telephone sales organization.

I called my sales rep the next day, hoping to talk to whoever covers for him while he's gone, but there was no one. She said that she was coming in on Saturday (her day off, but coming in for some reason anyway) and that he'd be there then and she'd talk to him and call me back on Saturday. No call. So now, it's Friday, 2 weeks after the delivery and initial calls to 1800Mattress to get the mattress I was expecting to receive; and I am gearing up for yet another call to try to resolve this issue.

I cannot believe that a company that claims on its website that it has "award=winning customer service" and a "free return guarantee" is really this poor in taking care of customer concerns. I am still hoping to resolve the issue and get the mattress that we want.

I flipped both mattress and then that was when I discovered the nest of bugs. I grossed out. I called the store and the phone was disconnected. I walked to the store and it was closed. It appeared that there was no merchandise in there. I had to get the box spring out of my home, so I took samples of the bugs, mattress material with stains of blood and also pictures of the bug the bites on my arms. The bed bugs have been spreading throughout my bedroom and are biting my family that live with me. The next day, I went to the store to tell Mr. ** but the store had been shut down, with no information of the new location. I haven't been able to sleep and these bites are very itchy and even hurt.

This conversation occurred at about 1:30 pm (EST). Manager, **, stated that this exchange could not be performed because the mattress that I presently have and the one that I would like to make an exchange for are from two different warehouses. I asked him if something could be done and he stated that he would speak with his superior to see what could be done. He was supposed to call me back that day and I haven't heard from him since. When I tried to contact another manager (Troy) on Friday, ** was supposedly not there, I only got the voice mail.

Apparently, my calls were being ignored because it occurred throughout the entire day on Friday, February 6, 2009. P.S. The receipt only states that a refund is not possible and that exchanges on mattresses can be made providing that the desired mattress is of equal price or greater. The mattress that I would like costs more than the one that I presently have.

I contacted the store in Wayne, NJ and was told that if I was lucky, someone would come to the house in a month. I was told to put the mattress on the floor or buy an air mattress. Customer service would not accept digital photo email. I even offered to drive the mattress to their Wayne, NJ store which is open on Sundays. Mike said he would not look at it, could not accept it, and has no stock of any mattress so he could not replace it. It would be a waste of my day and his.

Determined to get this resolved promptly, I immediately dragged my two young children to the car on a snowy day and headed to the Springfield, NJ store. I selected not two but three additional brands, immediately called Carrie and gave her the information. She left a message on my home phone indicating that the mattresses would be delivered on 1/11/09. I made several attempts to speak to Carrie to indicate that this was unacceptable because the loaners they sent were uncomfortable for my boys and caused them extreme back pain. The customer service department was rude and twice hung up the phone on me in my efforts to resolve this.

On 1/10/09, I made yet another attempt to call 1800Mattress to confirm that the mattresses would be delivered on 1/11/09. After holding on the phone for 32 minutes, the rep I spoke with, Ramon, although polite, told me that the mattresses were not in stock and would probably be in stock sometime in February '09. He also told me that in order for me to get either of the three mattresses I selected, I would have to pay an additional fee which would add up to close to an additional $400. I told him that was contrary to what Carrie and I agreed to at which time he told me he would discuss the matter with his supervisor and would get back to me sometime during the day. It is now 4:57 on 1/10/08 and no one has gotten back to me. In addition, I called Carrie's direct number the same day and was told that she broke her leg and would not be returning to the office for some time.

I explained my situation to the salesperson on the phone and was told that he would investigate and get back to me. Thus far, he has not. As you can imagine, I am extremely frustrated and don't know what recourse I have in dealing with these con artists. I am stuck with two very inferior and uncomfortable mattresses for my boys which they no longer use because it causes them extreme back pain whenever they sleep on them. My boys are now sleeping on my bed and my husband and I are sleeping on the floor until we can afford to buy two new beds. We tried sleeping on the full size but it causes such extreme back pain that we're better off sleeping on the floor.

"Thank you for contacting us. We apologize that the product delivered did not meet your expectations. Occasionally, if we are out of a particular item, i.e. a specific flower, basket or vase, we may substitute a similar item of equal or greater value to ensure your gift arrives on time. Our floral arrangements contain only the freshest flowers, and so substitutions may also be made depending on seasonal and regional availability. In making substitutions, we take great care and consideration in finding gifts that will meet or exceed the expectations of both the gift giver and recipient. Once again, we apologize for any confusion or inconvenience this may have caused you. We look forward to serving your gifting needs in the future. If you have any other questions or concerns, please do not hesitate to contact us at the address listed below."

Standard message people have been getting. They should have at least notified me that they were going to replace it with something else. If I wanted something else I would have ordered it, but I wanted that specific item. Very very displeased.

Alex, who I first spoke to refused to believe that I was promised the above. He said he would call Gerry Lundy and call me back in 10 minutes. He did not, but said he did. I had to call back. I then gave him my cell number again. He promised he would call by that evening and he did not. I called the next day and complained about both the Showroom Managers'outright lie as well as not receiving a call as promised. I spoke with George who was not helpful, refused to believe that I was told the above my the Storeroom Managers, and told me that Alex did not have the right cell number for me. I asked to speak with a Customer Service Supervisor. He claimed that none was available, but that one would call me back.

I received a call from 1-800-Mattress, stating that they would not charge me the delivery fee. I told them that I was not going to be charged that fee anyway. I cannot understand how they don't have this in their system! I was then offered $50 off. This was not much considering the amount of days I would have to sleep on the floor. I then found out that I was again speaking to George, when I was told a supervisor would call me back as I had requested. George again told me that a supervisor would call me back, and I never received such a call.

1-800-Mattress claims superior customer service and I experienced the worst customer service in many, many years. I was outright lied to by two storeroom managers, who even brought me to their computer to show me that I should buy now to hold what was currently in stock. I had to make repeated calls back and gave my cell number numerous times. I was told twice that I would receive a call from a Customer Service Supervisor and never did!

I was forced to sleep on my floor for over a week. I have two herniated discs and this was very painful. I could not sleep well.

The first bed had been returned for the exact same reason. The first bed was plusher and it caved in the center- only one person could sleep in it since the only comfortable position was in the center- the sides were too high and forced you to roll into the center. After three months, the second mattress had the identical problem.

A mattress inspector came out and said it didn't meet the criteria of being defective (the indentation has to be 1 1/2 or 2 to be deemed defective- but you cannot lie in the bed when the measurement is taken and the measurement process is not accurate according to my an engineer friend who was present in the room when the inspection was being done).

The customer service people at 1-800-mattress say that all beds are now made like this and they can do nothing about it. It is called a body signature,& this is what the public wants. They also claim that due to strong inner spring construction- the mattress is acceptable and make you feel that it is your imagination that the bed is defective.

By Sunday some roses were already dead. I know the kids spent a lot of money on these flowers and as not to upset them told them the flowers were lovely. I don't expect anything but want to warn others away from this business or to add credence to those that are filing formal complaints. It is amazing that the flowers could not have been sent from somewhere closer to home.

However, I was not advised of this at the time of my purchase nor does the contract reflect this. The contract only states they will provide one exchange. There is no mention of the type of mattress that can be exchanged or that the mattress had to be exchanged for a mattress of equal or greater value. Now I am forced to purchase a mattress from a company I do now wish to deal with. I would recommend you go to a store and try your mattress before purchasing it.

They sent another service tech out who used a different instrument to measure the sagging. Their customer service woman called to tell us that the tech's information showed no problems. We were informed that Sealy, the manufacturer, made these beds that are higher in the middle, yet lower around the edges. We feel as if we are sliding off the bed all night long. At times we would as a couple like to sleep together in the middle but it's next to impossible. We have what seems to be a thicker pad going down the center of the bed. We wish that the salesman who sold it to us and the manufacturer would inform people that if they buy king size beds you will sleep on an angle. Also, in the showroom, the displays they show of the mattress isn't what you'll get throughout the mattress. There should be a law against that, too. Another question we have is about the soil policy - that this cancels out the warranty. If the mattress has to be returned, what difference would it make since it can't be resold? Thank you for whatever direction you can give us at this time.

I get dropped from customer care, I did not know who I was speaking with, and then Karen does not have the good manners to call back so that this situation can be rectified. She did arrange for it to be redelivered between 4-7. I spoke to a number of other individuals in customer care and dispatch, and informed each one of them that 7 is TOO LATE. I will not be home. I spoke with Tracy who told me that it would be there by 5:00; Diane in the Huntington also was given the same information. When it was not there she told me she never said any such thing. I say go back to the tapes. I do suggest hearing tests for all employees. The 2nd delivery came too late, and I need to leave. I canceled the order.

Sales person promised something that the delivery dispatch refused to honor. The staff acted in an unprofessional manner without integrity.

1 800 Mattress informs me that they will not replace the box spring, nor will they repair it. They also rudely asserted that, the tattered/torn box spring has nothing to do with a comfortable night's sleep, an assertion that both horrified and angered me. 1 800 Mattress is a company that myself nor anyone I know will ever deal with again because of their rude, disrespectful customer service personnel and policies. I am contacting you in the hopes that you can help to resolve this matter. Thank you.

$780 for a mattress that is worse than our old one that we had for 20 years. Back pain every single day. Chiropractic care just to be able to function, and we are unable to buy another mattress at this time as we cannot afford to.