Mattress Giant Reviews
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About Mattress Giant
Mattress Giant is the third largest specialty bedding retailer in the country. We sell five major mattress brands exclusively from our retail stores from New England to Texas.
Mattress Giant Reviews
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Reviewed Oct. 9, 2009
Shortly after I forwarded my complaint with Consumer Affairs, I left a message at Mattress Giant Corporate for Porfee. He called me back apologizing for the apparent error that Mattress Giant made by denying my mattress claim. He said they were still investigating it and would call me in the next hour. Approximately one hour later, Porfee called to tell me that an email was on its way approving my claim. Thank you!
Reviewed Oct. 6, 2009
I purchased a Comfort Pedic king size mattress made by Simmons on June 29, 2008. The mattress has a 20-year warranty and the mattress has begun to sag. It is a no-flip mattress and was guaranteed not to sag. I took pictures and started a claim with Mattress Giant and they have denied my claim for various reasons that do not apply to my situation. I was told that the mattress only had to sag up to 1/2 of an inch. The mattress is sagging from 1/4 of an inch to 3/4 of an inch. I purchased the proper frame and warranty with this bed and spent $4,000. They are unwilling to assist me and have denied my claim in its entirety without even speaking to me. I am still paying for the mattress which sags on one side. My husband and I are having difficulty sleeping on this mattress due to the sloping and sagging. The mattress is a little over a year old.
Reviewed Sept. 24, 2009
Update: I was contacted by **, the regional manager for Mattress Giant. Lo and behold, he really did feel bad for me and wanted to fix the situation. He mentioned that when he worked on the retail floor that it is a good idea before the mattress is shipped or picked up to lay on the actual bed. It is really the manufacturer (Simmons) that provides a bad product and that they do work with them in encouraging making better quality products. However, since they are only the distributor of the product that sometimes inferior beds are sold. He has so far rectified my situation. He gave me two choices: Money off the purchase and keep the bed or to return the bed for an exchange.
Because of my island location and his sincere effort to help me, I have decided to return the bed a little bit past the 30-day mark at a warehouse in MA. I then will have an exchange/credit for my return. I will then upon returning to the island in the spring buy, and most likely upgrade to, a different manufacturer, a new bed. I will closely inspect the new one to make sure I do not get another lemon. But until my next update, I will say that I am satisfied that they worked hard and fair to make every effort to help me within business standards. I am just hoping there is no bottom line when I do this, like a, "Oh by the way, there is an exchange fee" but he said nothing of the sort.
Reviewed Sept. 24, 2009
I purchased a Dunrobin Euro Top from ** in the Hooksett Crossing, NH store on September 13, 2009. I had it shipped to Russ at West Lebanon for pick up on September 19th to bring back to the cottage that I rent on Nantucket. Being on an island has disadvantages in finding quality products at an affordable cost. So, trying to save money, I purchased the bed in NH and brought it back to the island. There is in fact no way that the bed that I was sold was the same bed on the showroom floor. I even laid on it again in West Lebanon to refresh what I in fact thought I was purchasing. The bed felt good, solid and firm.
I came back home and set up the bed and lo and behold, there’s a sinkhole. The 7-inch old mattress that I had to pay to throw out was more comfortable. I could not believe it. I put the mattress on the floor by itself to make sure I was not doing something wrong. Yes, I was in a mass of a huge, sagging, soft, and mushy sink hole. Now, my back is killing me and my landlord who feels bad for me is going to put strips of wood across the middle of the bed to try and make it bearable. He even laid it on the floor and tried it out. He in fact said it felt like a 300-lb man had been sleeping on it for 10 years.
I am mad at myself for thinking that I was buying from a reliable company because you have been in business for so long. I will learn from my mistake and next time spend the money and buy local. So when and if there is a problem, I will be able to return such a faulty or reconditioned used product when I am 30 miles out to sea. I was out a brand new bed and lacked the finances to purchase something else because I have to have shoulder surgery in 20 days. Sometimes, you get what you pay for; sometimes, even less.
Reviewed Sept. 12, 2009
We bought Simmons Ovation Firm mattress from Mattress Giant store, located at 11646 Fountains Dr, Maple Grove, MN, on 8/4/09. After few days of using it, we felt that one side of the mattress was soft and other side was firm. After multiple followups with sales persons at the store (** and **), I was asked to check labels on the bed. It turned out that the bed was a split bed. ** spoke with district manager and determined that we were delivered a wrong bed. After multiple follow-ups and couple of weeks, ** finally called and agreed to exchange the bed. But he is asking us to pay $59 for delivery. We are being asked to pay for delivery of wrong product. This is completely unfair. He insisted that it was not Mattress Giant's fault, it is Simmons fault for mislabeling it and if I really don't like to pay for delivery, I should go to Simmons for delivery charges. I did not buy from Simmons. I bought it from Mattress Giant. Mattress Giant should take responsibility for mistake and not penalize customer.
Reviewed Sept. 9, 2009
We ordered a mattress on 9/07/09 to be delivered on 9/10/09. The delivery people called my husband's cell phone to deliver a message that it will be delivered between 9 and 12. He did not receive the message because he was at work. When they arrived at home, they stuck a note in the door saying that they arrived at 9:15. We were not informed that there would be a $40.00 delivery fee if we were not available. My husband tried to contact the delivery people around 10 but no answer, it went straight to voice mail. No contact was ever made with the customer, my husband Darrick, so why did the delivery company attempt to make the delivery if they knew they could not contact the customer?
I contacted the Mattress Giant Store, where we purchased the item, and Robert was very rude, nor was he empathetic about the situation. Very disturbing. I mentioned that we did not know that there would be a delivery fee charged if we were not available and if we wanted the delivery made the same day. That doesn't make sense to me. He seemed to not even care or be concerned.
Consequences: Inconvenienced primarily. Secondly, the delivery company that they used too was rude and not professional. They should have made contact with the customer before even attempting to deliver the item.
Reviewed June 30, 2009
On June 8, 2009, we purchased a twin size airsprung box spring and mattress set. While we were in the store, another customer came in complaining that she had purchased the same thing and the box spring was defective, creaking and noisy. She warned us not to buy anything from Mattress Giant as they do not stand behind their products and that she had been going through hell to get a replacement. We did proceed to purchase a set and were assured that she is just a complainer. We came back the next day to pick up the mattress and box spring. The same night, the bed creaks. We turned the box spring but the same thing happened. I called Mattress Giant and they were to email me a warranty form, which I never received.
On the 28th, I again called ** at Mattress Giant in Mesquite, TX and asked about what to do. He said it is a manufacturer's warranty and he would email me a form. No form yet. I called their corporate office and was told that I could return the box spring to the Mesquite store for a replacement of a comparable box spring since they did have a recall of this item and were dealing with a lot of complaints. This item would not be available until after July 7th (How very convenient that 30 days will lapse at that time for credit card complaints). When I called ** back today and told him what corporate said, he stated that he could not take the item back but I could get a more expensive item and pay the difference. He added that there were a few box spring frames that were defective and I probably would get another one if I needed it that bad.
I have an 81-year old mother and I was told that she can continue to sleep on the bad one until a replacement warranty form could be issued--and to live with it for now. They continue to sell these products even after being recalled. He stated it takes time to recall a products and they were just made aware of this. I then had my son go into the store inquiring on the same type mattress and box spring and was assured that they are in stock and he could purchase this now. This is deplorable business practice.
Reviewed May 10, 2009
I purchased a mattress and box spring from them in June 2006. I was told it had a 10-year warranty. I filed a claim with them in May 2009 and was denied. I was told I did not have proper center support which is not true. I sent them pictures of the sagging bed. It sinks so bad that we roll to the center and have to hold on to the edge. As I explained to them, we are not large people. This is clearly a defective mattress.
Reviewed March 5, 2009
Two weeks ago, I purchased a Backsaver plush Serta mattress and box spring, along with a headboard/footboard frame. I was told that the headboard and footboard were not in stock and would need to come from Chicago. The estimated time of arrival for them was 1-2 weeks. Pete (who I purchased the bed from) said that he would try other stores to see if they were in stock and call me. He did not. The latter portion of the two weeks came up and I called to see where the parts were. I spoke with Danny (on a Tuesday) and he initially couldn't even find me in the system...
Eventually, he found my order and said that all the parts were in stock and he was uncertain why they weren't delivered. Do I want it delivered? Well, yes! I paid $1000 for a new bed; I would love to have it at my house. So he set up a time with me for delivery the next day (Wednesday) of 12-5 pm. He told me that someone would call me that night or in the morning to narrow down the delivery time to a 2-hour window. That did not happen, and neither did the delivery!
So I called and spoke with Pete on Wednesday and asked where the bed was. He said that the part came in on Wednesday and not Tuesday and said they could deliver it 8-12 pm on Thursday. Meanwhile, I had already disassembled my old bed and emptied out the bedroom to expedite the process for the delivery person. So I slept on the couch for the second night in a row and still no delivery! I called at 12 pm after waiting my 4-hour period (on Thursday) and spoke with Pete. He said that the part was going to arrive that day and they could deliver it on Friday or Saturday.
I explained my frustration to him and he said that Danny makes those mistakes all the time and that they would have to talk to him about that!!! I asked him if they could deliver the bed while we were waiting for the frame and he said that I could have everything tomorrow (Friday). I also asked about the refund policy because I was fed up and regret making the purchase with the company altogether! He said that would be quitting right before the finish line! I let him know that I frankly am appalled at the lack of communication and how they wasted my time! I called the district number and spoke with a gal that says she will pass on my call to the manager and that my bed is coming tomorrow.
Basically, I have been getting the runaround and I am full of regrets. I will never purchase anything from Mattress Giant again and will gladly tell anyone I know about my awful experience. I would think that customer service would be better in the economy today to encourage spending, but I am sadly mistaken. Hopefully the bed arrives tomorrow, or I will have to get my money back and make a different purchase. It's absolutely ridiculous.
Reviewed Feb. 19, 2009
I too had a bad experience with this company. I purchased two twin bed mattresses but was only able to try a queen sized version on the floor. The twin mattress is made differently with less support columns on the side and therefore less stable and very bouncy. Unfortunately, I only discovered this by taking delivery and trying the bed out at home. The salesman was unable to stop talking long enough to fully explain the purchase options and the exchange policy. Apparently, if you don't buy their mattress pad, you void the option to exchange. I signed a waiver - not needing a mattress pad but unknowingly, this disqualified me from taking advantage of their 21-day make happy offer. They cited OSHA as the reason they could not make an exchange although I was willing to spend more money to be satisfied.
They had no one on the premises who could make any executive decisions. The manager onsite did try to help us but the regional or district manager or anyone else would accommodate us. Very bad customer relations and a company to be wary of doing business with. Watch out for any hidden message like the big sign in the window that said free delivery and then in small print for a limited period. If the free delivery is no longer available, take down the sign. In short, they do not stand by their customers and want to push the merchandise out without being thorough. Purchases like this are not like a pair of socks and must be taken more seriously especially in today’s economy when purchases are thought out carefully. Sloppy salesmanship and back up here! In short, we want to exchange the mattresses for ones that are most similar to what we tried in the store and were not able to be made whole.
Reviewed Feb. 2, 2009
This is probably only the beginning of how awful this experience is beginning. First off, my husband and I went to Mattress Giant in Braintree, MA on Friday, January 23, 2009 and searched for a comfortable mattress that we could agree on. We found an air sprung mattress with a soft pillow top Nottingham (5 star layer latex). We purchased the frame, split box springs, mattress and mattress pad from Mike. It was delivered on Tuesday, January 27th at 8:30AM. The delivery set it up, wanted a signature and ran out the door! My husband and I tried the new mattress and was horrified that it did not feel the same as the one we chose. We immediately drove 1/2 hour away to the store and spoke with Mike. They said they would not charge me for an exchange if it was their fault.
Then Mike said he would just do the exchange if we gave it to Friday, January 30th because they said the mattress was put on the truck at night and may be frozen, and need time to thaw! I then purchased a heated mattress pad and put on the bed. No difference by Thursday, January 30th, 2009, which I called and spoke with Mike. I told him again that I was not happy, that it was no comparison to what I purchased and that I would like my money back. They can pick it up. He told me they can exchange it, but we cannot return it because we slept on it. This is their policy. Then I said, that is why I went back to your store the same day of delivery. I told you I had another bed to sleep in and that is why I had them sign a note that I was there. Of course, they would not write it legibly on their stationary and said the paperwork was not back from the delivery yet to make a notation.
Mike did not seem to care while we were at the store and to satisfy us. He was answering phones and waiting on new customer, walking away from us, so we ended up leaving after feeling ignored. Mattress Giant thinks I should give a frozen mattress a chance. Oh by the way, they had 50% sale signs all over the window, but nothing was 50%. The said sale ended on Sunday and would not honor anything! On the phone on that Thursday, Mike said the District Manager would have to talk with me. All they were offering is to bring the same mattress out on an exchange with a company rep (not sure if they think they are charging me). Now it is Monday and I have not heard from anyone from Mattress Giant. I also emailed the company through their website on January 29th and no one has responded or replied. I mentioned mattresses on the website to Mike on clearance, and he told me they have not stocked in 2 years.
What kind of flim-flam company is this! A mattress is such a blind item. There is no way this mattress has any latex in it. It might as well been a covered board. This is a bait and switch. They rob you; forcing you to do business with an unethical company. I just want my money back and for them to take this mattress out of my home. It has not been 5 days and I can see where this is going.
Reviewed Jan. 22, 2009
I bought a set of mattress and the frame. My first complaint is that they promised to deliver my mattress on 12/30/08, as stated on the receipt that the store gave to me. The mattress was not delivered. When I called the store and talked to a Gerry, he informed that the person who sold me the mattress (no more than 2 days ago) has been transferred and for some reason he did not know why, my mattress was scheduled to be delivered on a different date even though his computer was telling him that the delivery date was the 30th of December. Jerry was rude, uncaring and unprofessional! The mattress was delivered the next day, but I lost a whole day waiting for the mattress.
Second complaint: I returned the frame because I did not need it. I already had one. I returned it to the Village store because it is the closest store to me. I returned it on January 3, 2009. The manager of the store called the Katy store and explained what is needed to be done so that I can receive my refund. Not sure who he talked to, but it was agreed that I was to receive my refund in 10 days. As of today, I have not received my $60.00 refund! I called the Katy store and talked to Michael. He checked on his computer and told me that he does not see a record where a refund was issued or is going to be issued! He also referred me back to the Village store. His comment to me was he doesn't know what is going on and can't help me!
I will never buy anything from your store again! I want my money back. I returned the merchandise to you, in the original sealed box and with proof of purchase. What else do I need to do! Your stores have the worst customer service I have experienced!
Reviewed Jan. 13, 2009
Just wanted to thank Fred at Mattress Giant for a great buying experience. Not only was Fred a professional, he was one of the most knowledgeable salespeople I have dealt with in sometime. My wife and I had shopped at five different mattress stores at the Mall of GA and found them to be rude and unprofessional. Fred was the only one who took his time and showed us the difference about the mattresses. Fred also gave us a great deal. We look forward to buying from Fred and Mattress Giant again. By the way, I have already sent Fred a referral and they loved the guy. Thanks Fred for being a professional.
Reviewed Jan. 4, 2009
I purchased a mattress, box springs, bed frame, and mattress cover from your Spout Springs Road, Flowery branch, GA store 2 weeks ago and spent over $800. Since that time, I made 3 visits to inquire about a Tempur-Pedic pillow for an extended trip that I'm taking this week. I was treated very rudely by the manager, **. He stated that I should not buy the pillow because I had been in the store five times, that I was making a project out of it, and that I was unable to make a decision. I told him that I was sorry I had wasted his time on my 3 visits to obtain clarifications regarding inconsistent information I was given in the store compared to the information on the Tempur-Pedic website. He acted in a very uncaring, unprofessional manner.
I don't believe it is any of his concern if I am making a research project out of my purchase. When I have obtained sufficient information, I will make a decision; but my decision will not be to purchase any other products from Mattress Giant as a result of his rude, unprofessional treatment. I will also tell all my friends and family about my experience. I only hope that I do not have any problems with the mattresses based on the other comments on your website by consumers who purchased mattresses. I just want other consumers to be aware of the unprofessional treatment they can expect after their purchase.
Reviewed Nov. 29, 2008
I bought a bed from Mattress Giant Serta which was declared defective so got to exchange. This is my 3rd exchange because their bed sags lumpy and very uncomfortable. This last one is also defective. Now I have to go back and get another one. At this point, I just so frustrated I really don't want to deal with them anymore. I would just like my money back and just go some place else and not only that but every time I have to exchange they charge me a delivery charge of 60.00 which so far I have spend close to 300.00 on just delivery on defective beds which to me when the bed is under warranty and is defective I should not have to pay for delivery. It's not my fault that they are defective. Oh and by the way every single bed was one or less year old.
Reviewed July 17, 2008
I purchased a boxspring and mattress on the June 21st and had it delivered ($60) on June 25th. It came around 11:45 and I aired the mattress as instructed. At approx 11:30pm I made the bed and retired. I was up and down all night itching badly. The next night again I was up and down all night itching so Friday, approx 48 hours later I called and stated I felt I was not comfortable with the mattress and wanted to return it.
A girl name Kelly said David was not in but she would have him call me Sat. I waited and not hearing from him I called. He said there was nothing I could do about it because I did not purchase their mattress cover($79.95) and I initialed it therefor the mattress was mine.The mattress either has bugs or I am having an allergic reaction to it. He said he never heard of such a thing (I'm not sure where he obtained his doctorate) He said we can not sell a mattress someone has slept on but they can sell you the floor model that everyone and his brother has laid on???
I don't make a lot of money so over $600 is a lot for me to spend on a bed that makes me itch. Someone at work told me there was a 72 hour law on anything bought in N.J. and if your not satisified you can return it no questions asked. Is this true? I really need some help here I am at the end of the rope so to speak.
Could the bed have bugs from the warehouse? I am not happy. Itching is so uncomfortable as everyone knows
Reviewed March 17, 2008
We purchased a new King Koil Posturebond mattress, box spring and frame (king size) for $991.87 on 3-25-02. Within 6 months of the purchase, the mattress became misshapen from us just sleeping on it. It is a pillow-top mattress. We were also advised by another Mattress Giant location that this item was recalled within a year after they were put out in their stores. However, we have not be able to get Mattress Giant to assist us with anything. They told us they only have a 30-day warranty and that we'd have to purchase another mattress. It makes no sense that this expensive bed would only last less than 6 months.
How do we find out if there were any recalls on this bed, and how do we get Mattress Giant to assist us in returning this item or getting our money back? I have had back surgeries and have continuous back problems due to 7 degenerative discs in my back, so that is why we purchased this item--because they told us it was great for back pain. However, it's only gotten worse with this deformed and misshapen bed. Are you able to help us?
Since I have degenerative disc disease and have had 2 surgeries on my back and many other back procedures through Johns Hopkins Hospital, I need a supportive bed. However, since we've purchased this bed, it very quickly became misshapen and created large dips in the pillow top where my wife and I sleep. This mattress actually hurts my back and neck from sleeping on it everyday for the past 6 years.
Reviewed March 6, 2008
Our mattress is 6 years old and has a 20 year warranty. The mattress has since lost it's shape and has become unsuitable to sleep on. The company that I bought it from is not standing behind its warranty--saying that it doesn't meet warranty standards. Ray said he would allow a store credit of what the mattress was bought for, but that does not make sense that he won't replace it for a new one since it is under warranty! Why should I pay the difference? Mattress Giant should stand behind the products they sell!
My husband hasn't slept on this mattress since December '07!
Reviewed April 5, 2007
I have had surgery on my neck and I can not use this bed in this condition as my neck needs the support from a proper bed. My boyfriend can not use this bed as he has a compressed disc in his lower back. Because of these reasons we have not been sleeping on this falty bed. We have been sleeping on the floor and couch.
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