US-Mattress Reviews

Now for the bad, well it's not really THAT bad, I'm not sure if it was US MATRESS fault or the manufacturer fault. When we got the first shipment of the mattress, there were some small stains on the mattress. I'm not super picky, however, these stained looked like blood stains not just dirt.. Then, I said "ehh let me make sure it's the same mattress I tried out in the store". I laid on it while it was still in the truck, and it felt I was laying on a sheet of plywood.

Sending it back wasn't an issue at all, but of a 1700+ dollar mattress, I was only offered 100 dollar credit for my inconvenience. I had to take off a half day's work to wait for it, and another half day for them to deliver it a second time, after waiting a few extra weeks to receive the mattress. To top it all off, because we were anticipating this mattress, we sold off our old furniture and mattress and was forced to sleep on a air mattress for 2 weeks while waiting for the new one. I just expected a little more...

Customer service was contacted. What made it more frustrating that the reply was a standard template of "Due to the custom order, it would take 2-3 weeks." Seems to me that the company does not place much emphasis on customer satisfaction. We were so disappointed with the service that we immediately cancelled our order before it could be delivered for the third time. Although the company offers the best deal in terms of price, the discount is not worth the inconveniences. I would not recommend the company to my friends and family.

I went online to get another mattress and I saw that the pricing of US-Mattress looks good. After I placed the order, I found out that they were going to use the same delivery company, so I called them and told them that I had issues with this delivery company. The lady was very helpful, she contacted the delivery company directly and offered me a 10 percent discount if I kept the order. They delivered it when they said so the experience was much different than the other retailer, and I’m happy I went with US-Mattress. The mattress we purchased came with the frame, and the quality is very good.

Well sure enough they had the mattress (Simmons Beautyrest Williamsburg plush - not pillow top). It was called something different at Jordan's furniture but I was almost positive it was the same mattress based on the sales rep's cross references. The only problem was they COULDN'T match the price but only by $200. So in order to save $200 on a $1200 mattress, I went ahead and purchased online. HUGE MISTAKE! If you are reading this, go to a local reputable furniture store and find something you can afford that fits your comfort level because you will regret any purchase from this company. I can guarantee you it will sink in. Just read any of the reviews on the complaint sites. It did take a while for my delivery but I didn't care. Moving on. The first mattress I got began to get a divot/hole/rut in the spot I was sleeping in after only a month.

I thought I was surely imagining this and it was normal settling and wouldn't continue. WRONG! By the 2nd month you could see a complete body imprint as if you laid a huge cement pipe on the mattress and then propelled the entire mattress into space with the g-force sending the pipe deep into the mattress. SURELY, that was impossible *scratches head* and I figured it was just from me, teeny tiny 120 lb me, laying on it overnight. I figured by the time I got out of the shower the mattress would spring back up to its normal shape. NOPE! Looked like there was an invisible 250 lb cement pipe still on the mattress. At this point I called US Mattress and explained the situation. Here's where all their BS starts to flow faster than goose ** through a funnel. First I was told that they would just replace the mattress because that wasn't normal.

After a couple days I had to call back and they said I had to call Simmons instead because anything beyond 60 days but under 90 is handled by Simmons. That made no sense but since I didn't want to pay $99 I figured I'd do that. Simmons was supposed to set up an appointment for me to have someone come out to my house and inspect the mattress to see if the hole/rut/divot where my GINORMOUS body laid was within a certain depth that they deemed defective. Did I mention that there was also a large upward sloping mound in the middle of the mattress? From the g-force, of course. No I didn't mention that. Well, there was also a large upward sloping mound in the middle of the mattress. Anyway, Simmons apparently doesn't want to send anyone out to inspect your mattress if you buy it from US Mattress.

When speaking with Simmons directly they told me they had no reps in this area to inspect my mattress. This was bogus info because I called the local furniture store and they told me Simmons DOES have reps in the area they work with. Thank you Jordan's furniture for that info. It wasn't very helpful except to confirm that something smelled rotten in Denmark. So now I'm left dealing with Simmons who wanted me to use my Mechanical drafting skills and a wheel and pulley contraption (basically a string weighted down on both sides, draped over the mattress) and somehow ALSO with my 3rd and 4th octopus arms hold a ruler perpendicular to said string apparatus to measure the divot/hole/rut depth. My 5th and 6th octo-arms were supposed to then use my stunning photography skills to photograph the string apparatus where it crossed the ruler.

This was impossible for various reasons but the best one was not because of my lack of 8 arms, but because of the physical shape of my mattress at this point. It looked like I had made a grilled cheese sandwich with a toilet paper tube in the middle and then hammered the crust off with a mallet. Ok, a little exaggeration but that's certainly what it felt like to lay on it. There was zero support left on the edge of the mattress so I could not really dangle my said string pulley contraption over the edge and manage to sit a ruler perpendicular on it for any kind of measurement. Did I mention the diagram I was supposed to draw with my 7th and 8th arms? Thank Jesus himself that my mechanical drafting skills and my engineering background could finally come in handy!

I can assure you there was no way to draw a picture of this mattress without using integral calculus, differential equations and limits. If I had only laid on the other side for a couple months and made those divots match it would have actually have been worth sending into space. This thing deserved nothing but to be spontaneously combust. So now what? Screw it, I'll pay the extra $99 and select a new mattress of equal or greater value. I was sick of dealing with this company and my god awful aching back and stiff neck. I got another Simmons mattress that was rated 3 points firmer because now I was convinced a concrete slab with an egg crate and a mattress pad on it would be more comfortable. NO PROBLEM! Except that once I got the mattress, which was indeed firmer, it began to have the same divot/rut/hole with pitcher's mound in the middle issues.

SO PLAN ON THIS: Buy a mattress from this company, pay just as much in the end as you would have in a reputable store and then (this is what I do every night) use 2 regular sized pillows crammed into a king sized pillowcase with a quilted sham over it. Take said "patch and go" pillow device thingy and lay it on the mattress pretty much where you want to sleep to fill in the divot but leave about 2 inches between the divot and the upward sloping pitcher's mound. At this point I hope you are either really tall, have opted to order the low profile box spring or have exceptional pole vaulting or gymnastic skills. You have to get a nice running start or have a good spring in your step to propel yourself into the bed where you want to be. Have you seen the movie The Matrix where Trinity takes a running jump from a building and twirls through the air, smashes through a window and falls down a flight of stairs?

Well study that scene. It will mentally prepare you for how to get into this bed and what you will feel like when you get out of it. Like you fell down a flight of stairs after twisting your back like a minx. Oh did I forget to mention? Yes I did. Once you get into the bed you have to fist fight the quick patch pillow thingy until you feel about 14% as comfortable as you did on the 15 year old mattress you threw away in order to obtain this POS. Oh and I also forgot about how wonderful it is that the portion of the mattress where your head rests never seems to sink. Thus furthering neck strain and the impossible task of finding a comfortable pillow for your head, do yourself a favor and sleep in a vat of ice cubes. Might be a tad less cushy but certainly well worth the "numbing effect" that might enable you to at least get up and make it to work the next morning.

I'm sure this mattress is endorsed by the SHADIEST chiropractors. It should come with a free ball gag because it is nothing but a medieval torture device with the lowest grade egg crate foam and a layer of whatever outer shell makes a mattress look like a mattress. Beauty is truly skin deep with this thing. In conclusion, I hope I have provided some comic relief for all the poor victims of US Mattress. They continue to call me every 4-6 months to try to deliver the 2nd mattress I've already received. I mean if that's how they work, I could just keep getting a mattress every few months but I'm honestly afraid they'd keep charging my credit card. So basically all the complaints about these mattresses are true. They are certainly not quality mattresses, they WILL ALL get sinkholes where you lay and they will rise up in the center.

I honestly have to say if I were given a choice between having to spend the next 10 years of my life sleeping on this mattress vs. sleeping on an air mattress with a foam pad, I would take the latter. Both are worth about $50 of your money but the air mattress will give you less aggravation. No joke. Sadly if you are reading this it may be too late. Best regards and please, please take your business elsewhere. Preferably to a reputable store. I promise you it won't cost much more money in the long run and you will be far more comfortable.

It has now been 1-1/2 years and the mattress looks like Norman Bate's mother's mattress in the horror movie! It is totally sunk in on both sides, a big mound in the middle. We are not large people. I am 145 pounds and my husband in 185 lbs! SERIOUSLY?! The worse $1200 I have ever spent in my life! Terrible service and terrible product! I will never EVER order a mattress online! I will never order huge name brands either. I believe they are junk. I will buy only from companies that are local and make the mattress to order for me. I won't even buy from those stores you see on every corner with large flags advertising CHEAP mattresses!! I think they take crappy frames, put foam around it and cover it with nice, fancy outer coverings and sell them for outrageous prices. I have learned my lesson and also have an aching back from sleeping in a hole. Do not buy from US Mattress!!!

There's more, I used a $25 coupon code on my purchase but when I acted on the exchange they didn't consider the coupon and would not apply it toward the price difference of my replacement mattress. This is what they sent via email (In terms of the $25.00 you used toward your first purchase, we cannot reinstate promotional codes once used, and furthermore, promotional codes or gift card codes are not eligible to be used on comfort exchanges.)

The replacement came damaged. When I called they told me I should not have accepted delivery. What happened was the delivery company didn't want to take the plastic off the box springs. I insisted and what do you know, a hole in the box spring cover. That's when the delivery man said, "Yeah the paperwork states to inspect because the box was so damaged. You need to call the company you bought it from". I heard one of the men say they didn't have straps to keep the boxes from falling and moving around in the truck. It's Oct. 30, 2015 and this nightmare is still going on. I'm waiting for the box-spring replacement and I fully believe the replacement mattress will fail, the question is when.

This is the e-mail they sent me: "I have been contacted by the local delivery agent regarding (order number). They unfortunately advised me that your order was lost in transit. Please advise if you would like to reship this order (would be the same lead time as before) in which doing so, we would accommodate you, or if you would like a full refund. I apologize for this delivery delay and inconvenience."

But on 7/31, the delivery truck only showed up with the mattress and no box spring. After the delivery, I called the delivery company and they promised to call me back on Monday. No callback, so I called them again and they said that the box spring order was "cancelled" and to contact US Mattress. So I called US Mattress, and they didn't seem to know what happened. They said that they may have to reorder the box spring and that I would get a call back with updates. No call back yet, and I have no idea when I'll get my box spring. This is the first time I ordered a mattress online, and I don't think I'll be doing it again, especially not from US Mattress.

Then they started to install the new bed frame and they said they shipped wrong bed frame and it's not queen size and they have to return it back! On usmattress.com when you order bed frame with mattress there is no place for customer to choose a frame size so it's supposed to come with right frame and if not then it's not customer fault, right?! They were about to take it back then I noticed that it's a universal frame and it fits from full to king by simply adjusting it! Evidently they were not aware of that! After playing with the new bed frame they assembled it however it was properly aligned! I asked them to check it again and align it and they refused to do that and they again mentioned that this is not our job to do that and they were like we're doing you a favor! Excuse me?! So why is it called in-home setup and removal then?!

The delivery people were so rude and unprofessional. I asked the delivery people to give me their receipt so that I can make comments about the damage they caused to my wall and they refused! They said there is no receipt! At this point I called usmattress and after being on hold for good 15 minutes finally I was able to talk to a usmattress agent. She confirmed that the removal service is included and she said she's going to call the delivery company. She also confirmed that they're supposed to give me a receipt and that's where I can file the damage claim.

After a long conversation she asked me to give my phone to delivery people and she talked to them... eventually they accepted to give me a receipt (which they refused at first!) however they told the usmattress agent that they didn't damage my wall! Seriously?! I was with the guy who was moving the frame and he hit the wall, he saw the damage, he saw me seeing him and few minutes later he said he didn't! (When I was on the phone with usmattress, delivery people called their supervisor and then they both walked out to their truck and apparently their supervisor instructed them to refuse the fact that they damaged the wall!) After they started lying, I told myself enough is enough and I'm going to refuse the entire delivery and the usmattress agent also confirmed that I can do that and I'll get the refund and the delivery company should cover the damage.

I documented the damage on the form and refused delivery and they took their stuff out and left. They refused to bring back my old bed/mattress to my room! I asked the usmattress agent what should I do now and she said, "You'll get the refund and you should deal with the delivery company yourself for the damage they caused"! (Good luck on that!!!). I told the usmattress agent that I purchased my new mattress during the president's day sales event and now if I want to buy it from somewhere else (local store) they won't offer me their sale price and I have to wait couple months for another sales event!

Right now I have no bed in my room and I asked her whether they can ship the mattress via a different delivery company and she said we don't have any control on that. Then I said OK, just ship the mattress with your express delivery service at my door (no in-home setup or anything) and I'll pay somebody else myself for installation and she said, "We cannot honor you the same price and you have to pay our current normal price (which is about $250 higher)"! Seriously?! I fell on ice last weekend and I'm dealing with wrist and back pain... Now I even have no bed in my room to sleep on! Amazing professional response from usmattress agent: go buy it somewhere else! No apologies whatsoever for the damage they caused or for the inconvenience or waste of time! Nothing!

The delivery company was very good. The US Mattress representative I e-mailed with was very helpful, and provided a copy of our correspondence. The service person I spoke with on the phone was also courteous and helpful. The delivery company Packing Service of Waukee, Iowa gave me contact information and was also very helpful. The delivery guys were great, on time, courteous and efficient. I have nothing to say bad about this experience.

Anyway, the delivery was on time, no delays, but at their convenience. The delivery service informed me the day before that they'd be bringing the mattress by and what time. It so happens I was free, but what if I hadn't been? I'm really curious, I should have asked. At any rate, the delivery service was nothing great, nothing awful. The 2 guys took the old mattress away and they said they recycled them, which is good. Here's the problems I have with US-Mattress: The "sales" are misleading, and I feel even the sale prices are jacked up. I don't trust the customer reviews after receiving my mattress. The comfort exchange policy costs money. Finally, I only found out after I bought that you can donate $100 (!) of your purchase to an animal shelter if you use the code MHS at checkout. As an animal lover I'd have loved that information to be more apparent (it's not even on the site, but the shelter's site which I just happened to go to). So I can't even say I got to donate to a good cause with this crappy mattress. Serious buyer's remorse, will go with my gut next time and not sales tricks... buyers, beware.

The first mattress was delivered to me with no manufacture tag. We are not sure if it was new or refurbished. We are not comfortable to buy a high-end mattress from a company with bad customer service. The money we spend on the first mattress will be lost if we didn't do business with them. They real caught me. We struggled a while, finally we decided we would rather take the loss instead of doing business with them. We learned an expensive lesson and would like all of you to think twice before you buy mattress from them.

Delivery day came today after waiting for almost a month. The guys on the truck warned me that the mattress looked used as the wrapping was loose and torn. The original shipping label had a residence in Naples, Florida, not mine in Pennsylvania. I called US Mattress customer service which took two phone calls to sales to find someone in that department. Kathleen acted as if I was surprised that they had sold me an "overstock mattress". She stated that I should have been aware given the price I paid that it was a previously refused mattress. I paid $1,012 and should have received a fully sealed new mattress in its original manufacturer's packaging. Upon debating whether or not to finally reject the shipment, customer service initially offered a 24-hour return period where I could have the mattress inspected for bedbugs. They then offered 48 hours for return.

Final synopsis, sales deliberately lied about what they were selling and the follow-up customer service was beyond horrible. This company will sell previously returned, USED MATTRESSES at brand new prices. My lesson is to never again order a Mattress sight unseen on the internet and especially from US-Mattress.com. What a total waste and this company had use of my funds for an entire month. This company should be ashamed of how it conducts business.

Once the mattress was delivered, I was shocked at what I had received. This mattress looked like a mattress that you would find in a shady motel. The mattress was very very thin. Since looks can be deceiving, I decided to give it a try. I setup the box on my original box spring. The minute I sat on the bed, the mattress went flat. I knew at this moment that mattress wasn't what I expected. The mattress was not firm at all. I was able to squeeze the mattress together with one hand.

With two hands, I was able to feel my other hand through the mattress. At that time, I also measured the mattress and it measured at roughly 5", nothing close to the listed high of 6.5" found on their website. I immediately contacted US-Mattress.com to express my concerns with the product. The only thing that the agent could do was explain the "100-day guarantee" which basically stated that "you cannot return the product but we can exchange it for you for a $99 processing fee."

Wow! After spending $350, they now expect me to pay more money to receive another mattress that is falsely represented on their website. I then received a call from a gentleman in the Warranties department who emailed me the Comfort Exchange paperwork and additional information about their Mattress Guarantee (basically cut and pasted from their website). At no time while placing my order was I informed about the "non-refundable" policy and I had looked diligently on their website to find it.

It's a horrible product and experience. I will not recommend to anyone!

Several emails went by, and when it seemed that we were going nowhere with this, the tone became more demanding and more intimidating. We were told that if we did not pay by March 22, 2012, we would be turned over to collections as we were not paying what we bought on our account. The tone all along was that it was my fault even though the error was made on their part. I tried to negotiate a compromise for the amount of the order. I was told no, that it was my fault, I was wrong, and I must pay (no allowance was made for customer satisfaction). So on March 22, 2012, because of harassment, intimidation and overall fear I paid. I do not feel good about this, but out of fear I paid.

Is this the way they do business? They intimidate and harass customers because a mistake was made by their accounting department! Perhaps a better approach might have been a more humble and forgiving concept with some allowance made for customer satisfaction. Why do they deliver things and not have them paid for? It seems if it was not paid for, this should have been solved before it was delivered. Why wait 6 to 7 months to try to collect your money with absolutely no communication in between? This was all out of nowhere and completely unexpected. Do they have any blame or responsibility?

Based on this fraudulent sales tactic of U.S. Mattress to the general public, I would strongly urge everyone interested in a mattress not to purchase from U.S. Mattress Company wherever their store may be. Go somewhere else! This company should not be allowed to serve the public unless they acknowledge from the beginning the limitations of the purchase verbally, which they did not do with us, hence we are stuck with a useless piece of garbage. It should also be noted that they only sell the bottom lines of all brands so if you’re looking for quality, go elsewhere. The mattress we requested to exchange for is the Sealy Palatial Crest Line, U.S. Mattress refused to discuss it, even with paying the difference in upgrade which our daughter was willing to do for us.

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.