US-Mattress

I called a place and told them I needed a firm mattress. I asked which one would be good for me. The rep said they didn't know and she wouldn’t help me. Because of COVID I couldn't go in and try the mattresses. There were websites that would write if a mattress was firm but all of the ratings were different for each bed. It was nothing consistent and was very confusing. I called US-Mattress and spoke with Jennifer. She was an expert and asked me one question after the other. She knew exactly what she was doing then told me, “This is the bed you need.” When I asked how she knew, she explained all the reasons and showed the scale and it made sense. US-Mattress had this rating for each bed and their website showed how they were rating the mattress. That part of the website was nice and it was super helpful.

I was looking for a particular frame that would be delivered and brought into my home. I tried J.C. Penney first but they only drop off at the door. So, I went with US-Mattress. I had a great ordering experience, but when they delivered it, they gave me the wrong frame. So, I sent it back immediately and I had to go through getting another one. I don't know if it was the person who ordered it that wrote down the wrong one or if it was the company, because when I got my email, there was no way for me to tell if I got the right one. The emails they send could be more explicit. I also told them 500 times that I needed a divided base and they still sent me the split base. Also, I paid for a divided frame and the split cost more.

I went around to the store here, and I checked some mattresses out in person. I tried this Beautyrest out. So, I ended up getting a Beautyrest. But for the price, it’s not what I expected. A week after it was delivered, I laid on my bed and I noticed that it's slightly lower on one side, and that's from the body weight. And I noticed that it’s lower than the other side that I haven’t even slept on. It wasn't like that at first. But then, it's like it's sinking in.

My wife and I had to go to the local mattress store to figure out what mattress we wanted. Once we figured out what worked for her best, we looked around for good deals. The salesperson at US-Mattress did a really good job. Originally, we were going for a California King but decided to switch to a Regular King. However, I'm dissatisfied because we haven't finished the order yet. The mattress hasn't arrived yet. I reached out to our salesperson two weeks ago to ask him about it. He said, "They might be delayed with the mattress. Give it another week." I waited till beginning this week and I wrote them up again trying to get updates. We had no update yet and they're gonna reach out to me sometime next week, hopefully, to figure out what happened.

I was looking for a certain bed. I typed it into Google and US-Mattress came up. I called them because I assumed it would be a 24/7 number. They didn't answer and the first thing the next morning, I got a call from them. I thought that was really creepy. If I wanted a call back, I would have left a message. The rep and I talked and he kept telling me it was the lowest price he could give. Every time I say, "I'm gonna go now", he would say he could go lower. I ended up buying the mattress over the phone which kind of irritated me. I didn't want to buy it over the phone because I didn't want to spell my name, email and street. As he was telling me what price he could give me, I determined I could get the same price online. When I said I was gonna go buy it online, he said he wouldn't get his commission. I thought, "What do I care?" But I felt bad so I placed the order with him.

I'm not going to waste any time here describing the issue as it won't change a thing. Just be sure you don't fall into the same trap. Their customers service is very good before the sale. Good luck dealing with them afterwards. They will mislead you! AVOID if you know what is good for you. Stick to CUSTOMER-CENTRIC companies like Ashley Furniture, or someone that you trust.

Last time when I purchase mattress I received in home delivery free, with discounted price as well, this time I was hoping the same, contacted customer service was cold answers (there is nothing I can do). Requested to meet me half way. Same answer. I am not satisfied with my purchase. Still I ordered it because needed and I have purchase from the same company and did did not want to try new company.

This by far is the worst kind of service I have experienced for many years, bought Harmony HLC-1000 Beautyrest Pillow top 15.5, first night of July 8th 2021 I knew I would not keep it, sagged to the left, felt like rolling off the bed, left indentation in top. So I contacted the company right away, asked for an exchange from foam mattress to a No Foam mattress, as it was 4 weeks in the making and then sent to the wrong HUB so I waited another 4 weeks still nothing, Finally told them to Cancel the order and return the mattress, so I did a lot of research and bought a new Mattress from PlushBeds Coils and Latex as my son loves his Latex bed as Of Sept. 27th which I feel was being very patient. So I finally get a call and this after many conversations by Phone and Emails, From the company that failed to deliver (RYDER) to pick up the first mattress. This was an experience will will not repeat..

We already knew the rather expensive mattress we wanted after a several month trial of a popular well known mattress was tried as a quality affordable option. Prices were the same from multiple sources but they were offering faster (and free) delivery to our rural location. Their online support was excellent and helped us with a problem in obtaining the best price after special sales were ending. They also stayed in the chat to help with the order process even reconnecting which so few chat people do. Can not comment yet on the actual product delivery.

Mattress arrived Tuesday 8/31/21, by Saturday 9/2, we woke up to a 2" deep sag and it's MUCH MUCH worse now. Wanted to document everything so I sent US MATTRESS an email. They sent me links to file a warranty exchange directly with Simmons. It's been 4 days since I filed the complaint with Simmons and I haven't heard from them at all! I feel scammed.