Consumer Complaints and Reviews
At the store, we tried the demo models and found one that seemed comfortable for us. It was the second highest quality mattress in the store. It was delivered on Tuesday and it was not very comfortable. Wednesday night was uncomfortable, the mattress was hard and I felt like I was feeling all the coils. I slept on the sofa. Thursday I called to complain and they refused to do anything except 1. Offer a temporary foam to place on the mattress, 2. offer their comfort change policy where we could exchange the mattress for a better quality for $250. This is unacceptable.
We went to the store to get the foam and their belief is that we need to sleep on the mattress for an unknown period of time so our bodies get used to the mattress, or shall I say, the discomfort. My body is sore and I have not had a good night sleep for over a week. It doesn't seem right that we are virtually stuck with the mattress for which we paid about $1200 without any recourse, especially a refund. They claim the mattress is used however they will send it to a charity if we fall for their upgrade policy. There are numerous complaints on the Better Business Bureau's site about this company, and they have locations in various states in the US. We purchased ours in Minnesota.
They sell damaged items and don't honor any refund or warranty. They make customers pay cash, even though they display credit card/debit card accepted. They pocket the cash and pay no taxes on it. They are rude, dishonest people.
I purchased a Sealy Cushion Firm Flawless mattress and box spring from the Mattress Factory at 2000 Clements's bridge Rd. Deptford NJ on the 16th of December 2010. The mattress appears very nice but the mattress the store sent me is not the same as the mattress I picked in the store. The mattress feels like a duel comfort which mean one side of the mattress is more firm than the other side. When lying on the right side of the mattress, then by rolling over to the left side of the mattress, you can feel a defined line between the two sides of the mattress.
Visually, there is nothing wrong with the mattress but the inside construction, when laying on it, makes me lean down toward one side of the mattress. The mattress in the store made me lay straight across the mattress.
I told Mark **, the Vice President of Mattress Factory about the double sided firmness mattress. After paying $35.00 for the inspection in which the inspector never touch the mattress, I was only to be told that there is nothing wrong with the mattress. I am struck with it and that the only thing I can do about it is to contact the company.
I paid $1200.00 for this mattress, and cannot use it. After 4 months of dealing with the Mattress Factory with no results, I am pleading to you to please help me. I need a non-bias person to really examine the mattress and verify what I am saying is true.
Mattress Factory Company Profile
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- Mattress Factory