Complaints

This profile includes complaints for American Mattress, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Mattress, Inc

  1300 Pratt Blvd. Elk Grove Village, IL 60007

• 

  American Mattress

  1410 W 86th St Indianapolis, IN 46260-2181

• 

  American Mattress

  4726 S Scatterfield Rd Anderson, IN 46013-2908

• 

  American Mattress

  1410 W 86th St Indianapolis, IN 46260-2181

• 

  American Mattress

  1406 S Rangeline Rd Carmel, IN 46032-2934

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress in march of 2022. Its a 10 year warranty but they refuse to help me even get an inspection for a replacement mattress. I filled out form with ***** and they said to go through American Mattress. Ive emailed them and they keep telling me the information isnt acceptable. I do not have the materials they are requesting. But the pictures are able to reflect the damaged mattress. I requested a manager and was basically told they wont help either send in the requested pictures exactly like they said or oh well. No help. This is a very expensive mattress. I got it for the warranty offered on it. Very disappointed.  

  Business Response

  Date: 03/10/2025

  Hello, we have been communicating with the customer about this issue, and we have directed the customer to provide a few more pictures regarding their mattress and bed setup. Attached is our Warranty guide, which clearly lists out what we need to provide to the manufacturer. We cannot provide an at home inspection as we do not have that as an option. We cannot submit the warranty claim to the manufacturer if we do not meet all of their requirements, as they are the ones who provide the warranty and approval for it, we just facilitate the process. Below is the last email we sent to the customer which describes the same situation.
  
  
  
  
  Warranties are held by the manufacturer not by the retailer. Retailers only facilitate the process.
  All retailers must follow the guidelines and policies of the manufacturer. We have no control in this process.
  
  
  Without the proper measurements being done, there is nothing to give to the manufacturer representative to look at to make the decision.
  
  
  The photos still needed are the law tag photo, the measurement photo and the frame photo.
  
  
  Once those are received, the manufacturer representative can make the decision.

• Initial Complaint

  Date:02/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/27/2024, we purchased a mattress from American Mattress. We were in need of a bed urgently, and were repeatedly assured that if we picked too soft a mattress, we would be subject to their "120 Night comfort guarantee" and could exchange the bed. We went with a Soft Tempur-Pedic, as that's what they had in stock to be delivered that week. The bed was delivered that week.However after a month with the bed, we determined it was too soft, and causing back pain. I contacted the store on 11/24/2024 and ordered a Medium Tempur-Pedic as replacement under their guarantee. The delivery date was set to be 3-6 weeks.12/19, we received a call from the store giving an update, that after 4 weeks of waiting, the mattress still was not available, that the warehouse was backed up, and they'd call us on 1/4.1/4 came and we received no update from the store. I called the store on 1/9, and I was told "Tempur-Pedic must be having issues, this would be the top item on the regional managers desk first thing in the morning" and that I would receive a call back. I received no call back.1/21 I called "corporate" which, has no customer support, and I pleaded my case to a salesman, and he said he would call the store. Within an hour, the store called me back, saying that "There must be national issues with Tempur-Pedic or our warehouse, I'll investigate this and call you back." 10 more days passed without reply.1/31 I went in person to the store, and spoke to store manager ****, who claimed "I have never seen anything like this before, this is an exceptional case." That he would love to help, but there is nothing he can do. I asked if the 120 day guarantee, would still apply if this took too long, and I was assured that "yes, of course it would." It is now 2/23. We are nearly 4 months in from the original purchase, and nearing the 120 day ***** The 3-6 week window has eclipsed 12 weeks of waiting. I want my replacement, or a full refund to spend my money elsewhere. 

  Business Response

  Date: 03/07/2025

  Hello, we apologize for the delay and thank you for your patience. One of our Regional Managers spoke with the customer on 3/4 and we have informed them that we are expecting their mattress within the next week or 2. We will schedule delivery as soon as we can once it gets delivered. We will still honor the 120-night guarantee for the original purchase as the exchange process had been started before the deadline so there will be no issue with the time elapsing. We will keep the customer informed on when the ********************** will be delivered. Again, we apologize for the inconvenience, please reach out to us directly for further questions.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22980726
  
  I am rejecting this response because: 

  On Saturday, 3/15, a delivery of a replacement mattress was attempted by American Mattress.  However, during the delivery / exchange, we noticed that the wrong mattress was being delivered.  On our original replacement order from 11/24, we specified the TP-ProAdapt 2.0 Medium, which would be a full memory foam mattress.  On Saturday, the delivery drivers were carrying with them the ProAdapt 2.0 Medium Hybrid, which is not what we ordered. 
  

  
  

  I did not sign for the delivery, and the delivery men took back the ProAdapt 2.0 Medium Hybrid mattress, I left a voicemail to the Territory Manager *** **** at this time, which has not been replied too.

  
  

  During this process, I received a call from the store manager ****, and I provided the above details regarding, and he said he'd "call me back in a few minutes" with an explanation.  Said call back has not occurred.

  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/21/2025

  Hello, we apologize for the mistake with the wrong mattress. We have delivered a new mattress on Thursday 3/20 and have given the customer an upgrade to their original purchase at no additional cost. 
  
  
  Again we apologize for the inconvenience, and we hope this resolved your complaint.

  Customer Answer

  Date: 03/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.The provided an upgrade upon the original mattress requested, and delivered it on 3/20.  Issue can be closed.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As an early Christmas gift my fiance's mother said she would buy us a new bed and whatever else we needed. We went to American Mattress on 11/29/24 and found the perfect bed for us. We ordered everything we need and was told it could take 2-3 weeks for delivery. The delivery date was 12/28. That came and went with no calls or anything. We followed up with the store on the day of scheduled delivery due to no call 48 hours prior like we were told when we bought the bed, and was told it was being delayed till 1/18/25. We called two days prior to that scheduled delivery to be told it would be delayed another 2 weeks until 2/1/25. I just called the store to follow up on this again and was told its being delayed until 2/8 but with this being delayed three times now and waiting over two months we dont have any faith we will get this bed delivered when they say we will. We also ordered the bed during Black Friday so we saved a bunch of money on the bed. We need to know whats actually going on because if its delayed again and doesnt arrive on 2/8 we will have to spend a lot more money if we have to go somewhere else to get our bed. Please help us.  

  Business Response

  Date: 02/12/2025

  Hello, we apologize for the inconvenience. The customer has proceeded to cancel the order back on 2/3 and received a full refund.

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from American Mattress about 3 years ago. The mattress was defected and is sagging nearly 3 inches. I sent a warranty claim to American Mattress 11 months ago, and they told me I have a store credit of $750. When I went to the store to pick out a new mattress and use my credit, the store manager told me he does not have my credit is his computer. He told me he would look into it. It has been 3 weeks since I talked to the manager, and have not heard back. I sent all the documentation from my original claim to American Mattress headquarters, but again they have not gotten back to me. The refusal of the company to honor their warranty, leaves me no other option than to go to the BBB.

  Business Response

  Date: 01/22/2025

  Hello, we have sent the customer an email regarding their warranty claim. We have informed the customer and the store manager that we will honor the warranty claim for the original purchase price plus tax. The customer has visited the store and has scheduled his exchange.
  
  
  If there are further issues, please reach out to *****************

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/18 we purchased a special order mattress from American Mattress, we were given a 3-6 week lead time. With first delivery date of 12/13. Mattress wasnt delivered nor have I received a call. I have made several calls to the manager of said store only to be told that its ordered and will be here when it arrives. Today is 1/8 and called again, was now told a delivery date of 2/8. Are you kidding me 3 months delay on a new mattress?

  Business Response

  Date: 01/14/2025

  Hello, we apologize for the delay. We have spoke to the customer directly about this issue and we are supposed to have the product in before the end of the month. The customer was OK with this. Please reach out directly for any further questions or concerns.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22784737
  
  I am rejecting this response because:
  Just received word mattress is still not available for delivery 
  Maybe in 3 more weeks, but status is unknown. I wish for this information to be posted so everyone knows that American Mattress provided false info on their response.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/20/2025

  Hello, we would like to provide further information for this issue. The customer has spoken with one of our sales managers and has elected to reschedule the delivery for the mattress. After they get their products they said that they will take down their BBB complaint.

  Please reach out directly for any further questions.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22784737
  
  I am rejecting this response because:
  As of this date and time mattress still hasnt been delivered to my home and company has failed to contact us with an approx date and time of delivery. As of this writing I suggest everyone to take their business elsewhere to a better ran company with morals and transparency 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/21/2025

  After numerous attempts and voicemails to both ***** and ***** ******* with no answer or response, the Regional manager spoke with ***** ******* on 2/21/2025. The customer will be paying in full for all merchandise that has already been received and remaining merchandise that will be delivered Monday 2/24/25. This should be satisfactory for both parties, and all issues will be resolved. 

• Initial Complaint

  Date:12/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 twin extra long mattresses and two box springs on August *******. I paid ******* on August ******* since this was a special order because it was twin xl mattresses. ***** the sales person told me it takes 3 to 6 weeks , delivery is set for September 17th. On September 13th , ***** leaves a voicemail that mattresses are in and will be delivered on September 16th. There was a voicemail on 9/16 they were on the way. No one showed up and there was not a phone call. I called the store on Monday and I was told that they only had one mattress so they did not deliver. Next I was told delivery is set for 9/***** delivery was made . On 10/11 I spoke to ***** and he said he will send 2 mattress covers with the beds to be delivered on 10/26. Nothing delivered. I spoke to ***** on 11/1 and he said he will credit the box springs ****** and delivery is set for 11/6 and box springs will be free. Nothing was delivered. I was told 11/30 is delivery date . Nothing delivered. I was told 12/14 delivery date . On 12/13 I have a voicemail from ***** that mattresses will be delivered on 12/23. I went to the store , spoke with *****, he told me his director of sales was supposed to call me today. I received no call. I asked for someone who can help me , he gave me the customer service number ? I want the ************************ or if they cannot get twin xl then I want twin mattresses same type , box springs (no charge) and mattress covers (no charge) and I think they owe me for all the money I have wasted waiting for a product they could not deliver in their 3 to 6 week time frame .

  Business Response

  Date: 12/20/2024

  Hello, we apologize for the delay. We have resolved the issue, and the product will be delivered 12/21.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Original date of transaction 8/**/24 for $4,330.4*-H3*343736333239363*38H delivered 9/20/24 -H3*343736333239363*38H exchanged *0/**/24-Warranty claim filed **/30/24 At time of purchase I was provided no paperwork/did not sign a contract that statedno refunds. I waspromised exceptional customer service and that working with ********************** would help me solve any issues I have with my purchase. I had several issues after the initial purchase including being asked to come to the store multiple times, needing to give personal details over the phone, and multiple changes in delivery date. I also did not get deliveryupdates due to them not putting my email in the system and using an incorrect phone number for me. My purchase also came with a $300 rewards card which was never issued. This took me nearly 2 months to clear up on my own with no help from H323*36303*333636353*H.The originalmattress gave mecomplications with my back. I exchanged the mattress for a BeautyRest and had to pay an additional $*00. Within 4 weeks the mattress has already sagged. The store told me there was nothing they could do but I could submit a warranty claim. My warranty claim has not been addressed and the owner of the store is not returning my calls or emails. I was told corporate could assist me, however there is no customer service number, only an online form. I wrote a negative review on ****** and was told corporate would call me to provide a new mattress. Corporate left me a voicemail about the gift cards. I have called the number back a dozen times and left voicemails and no one is returning my call (*** ****** is the name of the person who called).My issue has not been resolved and I also have been treated poorly. In my time working with people at the store, * has quit ********* * has moved stores ******* and * has been fired ******* There has been no consistency and the store manager, ******, has not been easy to contact or work with. I am sick of not having a quality mattress and would like my money back.

  Business Response

  Date: 12/20/2024

  We have spoken with this customer directly to help resolve her issues on 12/19. We came to an agreement and she will be picking out a new mattress to be exchanged and we will waive the redelivery fee. 

   

  She was satisfied with this resolution, so we consider the issue resolved.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22666094
  
  I am rejecting this response because:
  Good afternoon,
  
  I have reviewed your response to my complaint, however my issue has not been resolved.
  
  In reviewing your message from 12/20/24, it stated that American Mattress offered me a replacement mattress and said I was "satisfied with this resolution." This is not true. I was told I could not receive a refund (there would be no exceptions) for my purchase and that an exchange for the defective mattress was the only option. I had no choice but to accept the offer at the time on 12/19. I am still looking for a full refund.
  
  After submitting my original complaint to BBB on 12/10, I went back and forth with customer service through email about my warranty claim and seeking customer service. Email documentation of my complaints and conversation with customer service are attached to this email.
  
  Although my warranty was approved, I still was unable to speak with anyone directly on the phone from customer service. *****, from customer service, eventually had *** ****** (someone from corporate I believe) call me. He told me I would never get a refund from the company. I was offered a new mattress in place of my defective mattress. I was not happy with this response, but I was given no other choice. On 12/26 I ordered a Purple RestorePlus Hybrid Soft (worth $3,699) from ***. I was not given any sort of documentation or receipt.
  
  My replacement mattress was delivered today on 12/30 and is the WRONG mattress. The mattress that was delivered is significantly less expensive than what I originally paid for. The mattress that was delivered was the Purple Restore Hybrid Soft, which is worth $2,999. This is significantly less in price than what I ordered from ***, and also less than what I originally paid to American Mattress back in August. 
  
  To resolve my issues I wanted a refund so I did not have to continue to work with American Mattress. I did not want a replacement mattress, as American Mattress has proven time and time again that they are unable to provide their guarantee of quality products and service - which they have done again today. It has been over four months and I still do not have a quality mattress.
  
  ********* ********
  Sincerely,
  
  ********* ********

  Business Response

  Date: 01/14/2025

  Hello, we would like to apologize for the issues related to your order. Unfortunately our policy is that we do not offer refunds. I have attached our Terms and Conditions and it explains that our products are considered intimate products, which we cannot offer refunds for.

  As for your replacement being incorrect, that was a manufacturer mistake. They mislabeled the product from the factory. We are waiting for the correct mattress to arrive so we can deliver the mattress you picked out. We thank you for your patience as we are stuck waiting for your product to get delivered from the manufacturer.

  Again, we apologize for the inconvenience.

  Customer Answer

  Date: 01/19/2025

   
  Complaint: 22666094
  
  I am rejecting this response because:

  The terms and conditions were never provided to me at my original time of purchase. Overall, it has taken FIVE months to reach a resolution for my original order. I have needed to take multiple days off work (which costs me money). The multiple deliveries have left me with small repairs to do around my home (scuffed paint on walls and two chips of paint off my staircase railing), this also is costing me additional money. I cant even get a receipt for my replacement mattress because the employee I have been working with has left my calls and texts unanswered. I was given no updates along the way and was treated poorly with no regard to customer service. Additionally, this employee refused to give me the contact of his manager or another employee in customer service I could speak with. Your company blatantly blocks customers from seeking assistance. Some level of discount should have been provided (at the very least) for these frustrations, the additional costs that have been forced upon me, and the five months I have been stuck working with your company  

  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:10/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally bring to your attention my ongoing issue with American Mattress, a company from which I purchased a mattress by phone on October 2, 2024. Since placing this order, I have experienced extensive delays, poor communication, and unresolved refund requests. Summary of Events: 1. Initial Purchase: I ordered a mattress from American Mattress by phone on October 2, 2024, relying on the assurances of their sales representative that the delivery would be timely. 2. Lack of Communication: Despite several follow-up calls and promises from American Mattress staff to return my calls regarding the order status, no one followed up. After numerous attempts, I was eventually told that my refund request was denied.3. Medical and Time-Sensitive Need: As I am currently eight months pregnant and managing significant back pain, the prompt arrival of this mattress was essential to my well-being. Additionally, I am preparing for an upcoming move, and the delays have caused added stress and complications. Had I been informed of the long wait, I would have purchased a mattress from a closer location to meet my immediate needs.4. Repeated and Ignored Refund Requests: I initially requested a refund two weeks ago, well before the mattress had shipped, due to the delays and lack of communication. This request was disregarded, and I received no callback. I repeated my request on October 16, 2024, but was again ignored. Finally, on October 25, 2024, after waiting 23 days and taking time off work to receive the mattress, I learned that it was not arriving that day and that a refund was no longer possible.Issue of Concern: American Mattresss actions amount to a breach of good faith in business, failing to provide clear information on delivery times, refusing to honor refund requests despite significant delays, and not communicating essential updates. Their conduct also falls under unfair business practices as outlined by consumer protection laws.

  Business Response

  Date: 11/14/2024

  We apologize for any inconvenience your order may have caused, and for any misunderstandings. Attached is proof of delivery, and noted on the shipper's signature on the bottom left they delivered on 10/31.

  We would like to address your issues and concerns starting with the delivery window. Unfortunately it should have been made clear to you that out of state deliveries have a delivery window within 3-6 weeks, which between 10/2 and 10/31 it would fall within that window. As for your refund request being denied, unfortunately as a floor model/clearance product it does not qualify for cancellation or refunds. Beside that, your product shipping was already paid by us by the 11th, which is 2 weeks before your complaint, and would have been denied for refund for that reason as well. As for communication issues, we apologize for the inconvenience but we also cannot promise a response outside of business days and 10/11 was a Friday, and the request could have been missed until the following Monday.

   

  Again, we apologize for any miscommunication, but unfortunately we cannot offer any refund or returns. 

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint comes from a married couple jointly. ***** **** & ******* ****.We purchased a ***** Living Mattress from American Mattress at ********************************* in September 2022 (receipt attached to this email). We were told by the store manager that sold us the mattress that it came with a 10-year warranty. We were initially delivered a USED mattress with cat hair all over it. The first/original mattress was wrapped in torn plastic that did not contain any new tags and had pet hair all over it. A different mattress was delivered. The mattress started developing stains all over the entire mattress where there is stitching on both sides of the mattress within days of being delivered. The staining is on both sided of the mattress from head to toe where there is diamond stitching and it was noticed when we removed the sheets and cover to wash, a ritual we perform every Saturday. We have always used a waterproof/stain proof mattress pad on all of our mattresses without fail. We are a mature couple that was obviously issued two used mattresses back-to-back from American Mattress that were used and not new. MULTIPLE phone calls have been made to the store and to American Mattress home office. Two years into having the mattress, the staining increases where there is stitching. This is evident of treatment that used mattresses are required to have before reselling them according to a few other mattress companies we have solicited information from. We purchased a new mattress, not a used nor display mattress. Our home has humidity control, there have absolutely been no spills nor body fluids on the mattress from us, and again, it has always had a waterproof/stain proof cover on it since being in our home from the start. We have uploaded the "replacement receipt" indicating pet hair. Your system will not accept any type of photo we have attempted to upload in various ways. The photos we attempted to upload are photos of the mattress.  

  Business Response

  Date: 09/17/2024

  Hello, we would like to begin by saying that we do not resell used mattresses. We are also unsure what happened to the first mattress as it has been 2 years since original purchase, but we suspect the hair might have come from another mattress on the truck when it was taken from a customer's house for removal and disposal. As for the staining, we do not use any chemicals on new mattresses, nor do we use any harsh chemicals on any mattresses. The only reason we would clean a mattress is if it was a floor model from a store. It is also illegal to sell a used or floor model mattress as new.
  
  For the warranty, we would like to refer to the *******************-Living warranty document attached, which can also be found on the ************ website. It states that fabric stains will void the warranty. Unfortunately we also cannot provide any refunds for any mattress, as mattresses are considered an intimate product and we explain it on our Terms and Conditions which is also attached.

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two identical mattresses in march of last year. The mattresses have a ten year warranty on them. I did everything, American Mattresses ask me to do to file my mattress claim and I was still denied replacement mattress. I had four months to return the mattresses. I thought that I just needed to break them in. I am under a specialist, foe S.L.E. The last thing that I need is not to be able to get a good night's rest. My mattresses are so bad that I rather sleep on the floor. I was told by the American mattress **** that I was not able to get replacement mattresses. I want my money back because I would have done better to by a mattress from a neighborhood storefront at least I would have been taking a chance on a good nights sleep . Instead I trusted a world known company to purchase mattresses from and I can count on my fingers how many good night rest I have had. I want my money back because I don't ever want to do business with American Mattress. the representative at American mattresses told me through via e-mail that my mattresses were the way they are because of being slept on.  

  Customer Answer

  Date: 09/04/2024

  see attachment

  Business Response

  Date: 09/05/2024

  Hello, we would like to refer to our Warranty Information located on our website at (*********************************************************************************) and also would be on the Terms and Conditions which should be on the back or on a separate page as your original receipt. The warranty section states that the warranty is covered by the manufacturer, and we cannot circumvent the manufacturer. We have your warranty claim and we denied the claim because it does not meet the minimum requirements for the manufacturer to accept the warranty claim.
  
  
  We would also like to refer to our Terms and Conditions, which should be on the back or on a separate page as your original receipt, it is also attached here for convenience. All of our products are considered intimate products and therefore no refunds will be issued. It should have also been made clear to you that the 120 night guarantee also cannot be refunded, in the case you had returned your mattress within the 120 nights you would have picked out a new mattress.