US Mattress
Reviews and Complaints

I received a mattress delivery Tuesday March 28, 2023.

The delivery guys got to my house within the time I requested but my mattress did take forever to get to me after the sales person promised me a quicker time.

The delivery team asked me how I was doing? At least the black man did.

"There was a black guy and a white guy delivering my mattress."

I told them that I had been waiting an extremely long time for my mattress and I am just happy to finally have my mattress.

Once I said this, everything about my delivery experience changed for me.

The white man that was delivering my mattress just started going off on his company and got louder and louder.

He was already a little scary for me because I am just a little white woman and he is a tall white dude with tattoos all over r his body but I try not to judge people from appearance alone but he showed out at my home!

This guy told me: US Mattress sucks. All they do is lie to all of their customers. The sales people lie. My boss lies, the people under him lies. The owner lies. This company is terrible. You should never buy a mattress from this place again. They just don't care. Plus they are saling the company so they really don't care even more. Orders are always messed up and you should have never had to wait. You have a mattress from the showroom floor.

He goes on and on about his company.

I am just standing there amazed and I look at the black guy to see what he has to say and he is just as amazed and is shaking his head.

Then the white guy tells me. The tell them that you heard this from me. I was going to give them a tip but I was thinking to myself. This guy is an idiot or has a problem or something because he just kept going on about his company all the way until he left my house and even while he was having me sign on his telephone.

"Why are you working for this company if it so bad? If you think so lowly of this company. Why are you working for them? If this company is so terrible, you don't go to a customer and talk down about the place you work for?"

My experience was terrible!

They will ship your mattress even after you may die or delivery will take forever!

I ordered my mattress from US-Mattress and it has been more than two weeks what they guaranteed for delivery. They even didn't update the order status for a while so I had to contact them what happened to my order. They emailed me several days later and what they said was I called me once a week ago but they couldn't reach me out. I swear I have not received any calls, voice messages, texts, or even email regarding my order! If they were willing to ship my order then they had to contact me but they didn't.

I do not recommend US-Mattress at all. If you need a bed, then go to Costco. You will get same brand with higher quality for lower price.

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Updating.

I requested cancel my order and they said I have to pay the return shipping. I have never received my mattress and there's nothing I have to return. They even did not ship my order and tried to charge me return shipping. I have never seen this kind of stupid, irresponsible company in my life. If they charge me return shipping, I will definitely sue them and charge all the bills that I have to spend to cure my back and neck pain and carpet allergies that I got from sleeping on the floor while waiting the mattress delivered.

I also left their horrible delivery service issue on the website and they deleted the review. Do not believe their review on their website. They just delete all bad reviews and leave only good reviews to fool the customers. Irresponsible and dishonest company!

My invoice states "select delivery = in home setup" so when the mattress and mattress adjustable base were delivered the delivery company explained that they could not move the existing mattress or setup the new one. I am almost 60 years old and can still do a lot so I moved the old mattress / box springs out of the room. Even though I recently had heart bypass surgery. When they explained they could not set it up, I had them call us mattress and the girl told me they put it together in the factory and that's it. I told her my invoice says in home setup, but didn't matter to them. Just be aware if you buy from us mattress don't expect in home setup no matter what your invoice says. If you are elderly I would suggest you by your mattress directly from Serta or another company. You not want them to leave your mattress on your back porch because you can't move your old mattress or setup the new one yourself. I am self employed and understand customer service. If us mattress can't setup an adjustable base they should not offer it. I am leaving this review to inform buyers that if they need setup to beware of us mattress, they will not help you.

On Jan 20, 2016, I ordered 2 twin beds and 2 low profile foundations which were delivered on Feb 1. As soon as they were delivered, I realized the beds were too high for my children and that we did not need the foundations. I asked if the delivery service, which was still at the house, if they could keep the foundations and return them. They called the company who told them they could not do that and that I had to call and arrange for a separate return. When I called to arrange for this return, I was informed that it would cost $150 EACH to return the foundations, which is more than I paid.

The company states they have a 100 day return policy but there is a charge for returns and restocking. Had I known that the return and restocking fees were going to be more than the items I purchased I would have bought them from another store. I feel that this is false advertising and that other buyers should be aware.

Serta Sapphire Double pillow top and US Matress. Purchased 1 Queen Mattress with Box spring charged separately and 1 Full Mattress with box spring also charged separately. The queen mattress was not delivered as promised on a thursday, but the following week a tuesday. The full mattress was supposedly on order and was not to arrive until 3-4 week later, which i agreed to. The queen mattress i noticed was not your standard size mattress. My old fitted sheets are fitting very loosely on the mattress. New mattresses are fuller and deeper. The frame/box spring does not occupy the width and
length of my bed frame. This queen mattress area is not up to code standards of a reqular queen bed. My old mattress which i have purchased over 10 years ago was better. The mattress as well is very hard. I can feel the coils of this mattress. And this is supposed to be a Double Sided Plush Mattress. So seeing this immediately, i called them to cancel the Full mattress which has not been delivered. I was told 3-4 weeks. I was still charge a "processing fee" Which after talking to them and explaining that i DID NOT receive the queen size as promised until almost a week later... i should charge them a late fee . They decided to cut my processing fee in half, which is $125.00 instead of the $250.00 that still were going to charge me for a product that has not been delivered and was promised at least 3 weeks later. So now i have this queen mattress at home that I'm trying to exchange when I have decided which one and if they have a sale available. I saw one last week, but the price change the next day and that was confirmed by the sales person. While talking to them about the exchange, I also found out that they will only credit me the mattress and not the box spring that I have paid for. I told them i really dont have the space to store an extra box spring. I also realized after going through all the process of faxing the exchange form for another mattress, that what i thought was a set was only a mattress. Even though their add said that it was a set. They will be sending me a mismatched box spring. The box spring I have will definitely not going to fit and support the new mattress that i have order. It will probably be as obvious as a muffin top. A smaller support for a bigger and wider mattress. They are willing to haul away my box spring for a charge of $139.99 and credit me the difference for the $179.00 for the box spring. And that is besides the charge of $139.00 for the mattress exchange. I asked them to cancel my order. I do not believe in mismatched item. But my experience with this company has been nothing but disappointing. If I will find a mattress to exchange finally w/o their false advertisements... then i will have put in another extra cost of $ 558.oo for all the exchange fees or processing fees. I told them yesterday... that the product I have is not up to quality standards and I should be refunded the full amount of $2034.90 for the cost of the 2 mattresses and also the processing fee that i have been charged for the full mattress that was never delivered. They can definitely claim this quality defect on Serta and not force a product on a customer. They will not refund. They will only exchange... but they charge a lot for exchanging a product.

This is the most unprofessional and awful place to deal with or purchase anything from. I purchased a queen mattress in 2012 that is still under warranty. This mattress is still within the warranty period and cost over 800.00. The salespeople were very nice and assured me about the warranty etc. I am now having issues with the mattress sinking/failing in one area. I complained and was told they send out an independent inspector and that I needed to have 1.5 inch body impression and no stains. I was curious how this inspector is really that "indepedendent" when they are paying him! What would a stain have to do with the failing structure of a product under warranty? Anyways, long story short, my claim was actually denied! Us mattress blamed the maker and did not offer anything or to stand behind what they sell... Please, take your hard earned money and purchase at a reputable and honest retailer that actually wants to keep its customers. Avoid us mattress and warn others!

I'm having a very bad experience with US-Mattress and even didn't had my mattress delivered yet!

I had a back pain and was looking for the quickest way to get a firm mattress that wasn't available in nearby stores, so thought to order it from them since they're a specialized store hoping for a faster shipping than other retailers like Amazon, but I was wrong in a big way.
It took them 10 days to ship my order, then after another 3 days, the shipping company showed up at my place without any notice on a working day and - of course - I wasn't there

When I called their customer service, they insisted that the shipping company tried to reach out via email, txt, and phone and that they forwarded them the correct contact information and refused to take any responsibility in that and just handed me the shipping company number to work it with them
When I called the shipping company, it turns out that US Mattress gave them the wrong last name and phone number, and now I had to reschedule with them and take another week of waiting and pain suffering every night.

Also, they refused to cancel my order without charging me shipping and restocking fees, so I've to pay for their fault as well!

Now I really regret not having this from Amazon which would have been at the same price after 5% cash back on my prime card, and way better customer service. My sincere advice, stick to nearby stores or well-known retailers unless the savings is really worth it.

I recently purchased a mattress from US Mattress, on Oct. 18, 2015 and received this product on Nov. 4th, 2015. I would not suggest buying through this company due to the deceptive advertising and the failure of this company to resolve a complaint. The advertising, online, has large site printing of everything they offer, the deals, percentages taken off and a guarantee of 100 days of a trial period. The trouble is they do not give returns. Only trades for the same or a more expensive mattress. The bottom of the web page has much small printed information. Each is a link to more information in which many categories are listed. The customer service column has the information for seven issues and to read each one, is about one or more pages of reading. One has to do with the returns and I did not realize you had links on all the listed items until told by a rep from the company. That small print had a page and a half on the no returns, just exchanges. I purchased the item and talked to the service folks and although the pages of ads show how they give to the shelters and the supposed savings and specifics of each mattress, never is it explained that a return is not possible. I explained I am disabled, on a tight budget, could not afford an upgrade and did not want another of the same type that would fail for me. I called and explained my situation, and the staff (3 persons), would not work with me. So, I'm out nearly $500.00 now and will have to sell as used on my own, losing more money... and nothing to use for a mattress except for the one that causes me much pain. The slumping is more than specified in only 30 days of use. I suggest a different company close to you, and trying many mattresses as I did prior to purchase. Other companies will return your money and take the mattress back. Sleep Country, Sleep Train or any of the many other companies would be a better choice, due to the deceptive advertising from US Mattress. If you choose to buy from this company, understand that there is no return for money back and read every single item and review or complaint prior to your purchase! Otherwise, buyer beware. JD

Stearns & Foster has been the worst mattress that I have ever had. Not only is it the worst mattress, but the customer service is by far the worst in the industry. S&F does not care about their customers in the least bit. As a disabled combat veteran, I broke my back in an IED explosion. I spent the extra money thinking that I would get the most comfortable mattress, especially for all of the years of sleeping in fighting holes and rocks! I was wrong, the fighting holes are more comfortable. My fiance are both way under 200lbs, and this mattress is like sleeping in a taco. We roll into one another all night long! I'm only home 3 months out of the year; thus she is primarily the only one in the bed, and she does not sleep in the middle of the bed. For years we rotated the mattress (single side pillow top), and that doesnt work. We have most recently flipped the mattress to the hard side, and purchased a $400.00 memory foam topper. Nothing seams to work and S&F could care less! I bought the mattress in late 2010/early 2011 and have been complaining ever since! [protected]@yahoo.com

ordered mattress for my granddaughter 1/14/15 only supposed to take 2 -3 weeks total time. Never updated on progress and when 3 weeks past still no contact from US Mattress. Made many phone calls and given other phone numbers call Country couriers who told me to call Home Direct who told me to call Simmons, who didn't answer phone. Then phone US Mattress again who wanted to start process all over again. Almost a month still no mattress. This place should be investigated for fraud.
My advise is to stay away from this place

The guy running things there is a Big problem. This is a case why you don't hire people that are unworthy . The guy has his wife COMPLETELY HARRASSING AN EX EMPLOYEE. They have EVERYONE they know going in to jerk this guy around at his new work place. This guy has a child to take care of. His Ex wife has a store getting cash a night and paying them to harrrass this guy. They just don't let up. Told the owner, he didn't care. The place has no class . I don't blame them, they live in the trailer park across the street and are low life. He work at Mc D's, Kmart ( stock room), Then a mattress place where he work has a warehouse slept ( What the Restonic Rep Said ) Then to US Mattress as a regional Mgr ? He hit the lotto ( 8th grade dropout) WOW Good luck to them . Now he is harrassing a guy who that confronted them that he has been stealing, than he decided to start sending his friends in to start harrassing him. Than he fired him. Found a new job, he started doing it there FOR NEARLY 2 YEARS NOW Psycos They won't let this guy live. I would not do any business with a place like that . Giving them your address & Credit Card Info. Good luck with that He wants peace, But when you buy low life a little Ceasers pizza, they will do anything

Buying the mattress is very easy and their website is informative. However, beware of their delivery practices. They sent a post-purchase email that promised delivery in two weeks. A week later my wife received a voice mail that they were on their way to our house to deliver the mattress and would be there in less that an hour. They hadn't even informed us what DAY they would be delivering and now they were on their way?!?! My wife tried to get home but missed them. They left a note on our door, telling us, "we missed our delivery" and to call and reschedule. Gee, thanks. The delivery we knew nothing about? I wrote them an email asking why we weren't contacted ahead of time to at least discuss with us what day would work to deliver. No response to that email. I tried calling them but couldn't get through to a customer service person. I tried their online chat feature, but was told to call instead. Sometime later the delivery fiasco started all over again! No calling us to set up a date, just a "we're on our way!" voice mail. Fortunately my wife scrambled and made it home just in time. No apologies from the delivery people. Just be warned, they deliver on THEIR terms, with NO discussion with the customer.

I had very bad experience with this company I ordered on 11/26/12 till today 12/13/12 not received.
I tried to send them email upto five times there answer to my email was only automated respose telling me i will hear in less then 48 hrs. Newer received reply. I tried to call here is the most serious problem you will be waiting to get online for ever tried multiple time none answered.

Recently I purchased a bed on line from US MATTRESS.COM and had a very bad experience.
After six month the mattress COLLAPSED, it was a SEALY, after phoning the company( US MATTRESS.COM) I was told to go to their web site and file a claim, so I went on to their web site to file a claim, filled in the paper work and sent the photos they asked for, after 3 weeks when I had no response I phoned again and was told to re submit which I did.
I waited another 3 weeks and still no response so I phoned again and got a real person who gave me a guy's name in customer service, his response was they didn't get the data and wanted me to re submit and Sealy rep would phone me, after another few days he phoned.
Well by this time I had purchased a new mattress as it was just about three month since I contacted us mattress.com and gave the other mattress away to a person in need.
I am now told as I don't have the bed I don't have a claim, considering all my efforts I think these two companies suck,
Oh by the way the bed was $600 so I lost out to both these companies after 3 months of trying to get satisfaction.
Beware of US MATTRESS.COM and STAY AWAY FROM Sealy beds.

Do not buy from this company! They totally ripped us off and I am trying to get my money back but now the phone isn't even ringing! We bought a mattress from here on 12/20/11 and it finally got delivered on 12/31/11. It was the wrong size and is defective. It smells horrible and I was getting headaches every night. Since then we have tried to upgrade and they didn't put our order in, they haven't come back to pick up this crap they delivered and they REFUSED to return our money. I am going through social media, the BBB & Attorney General to get my money back - rude customer service, lying sales people, horrible products. They have it all!

WARNING: Do not buy from these people. We purchased a King Sealy Posturepedic 60th Anniversary Edition for $1169.00 on Dec 28, 2010. After using this mattress for only a few nights we realized that it too has serious problems with body cavities. After a phone call to their sales dept we were told that this is a normal condition and not to worry. This IS NOT NORMAL, we are in our late 60's and this is the first time in all our lives we have had these problems with a mattress, such as back pains after sleeping on this mattress. After much discussion with the sales person I was told that the only remedy was a less padded model and that the price would be approx $400 less. Since they have a 100 night warranty I thought fine ship it to us, however she said they would not reimburse us the difference in cost. WTF? PLEASE USE OUR BAD EXPERIENCE TO YOUR ADVANTAGE, STAY AWAY FROM THESE PEOPLE. Do not become a "I TOLD YOU SO" victim. Per Wikipedia: US Mattress has among the highest complaints in the industry, as it doesn't really permit refunds. As they rely on 3rd party delivery people, the quality & timeliness of the delivery can vary greatly.

WARNING: Do not buy from these people. We purchased a King Sealy Posturepedic 60th Anniversary Edition for $1169.00 on Dec 28, 2010. After using this mattress for only a few nights we realized that it too has serious problems with body cavities. After a phone call to their sales dept we were told that this is a normal condition and not to worry. This IS NOT NORMAL, we are in our late 60's and this is the first time in all our lives we have had these problems with a mattress, such as back pains after sleeping on this mattress. After much discussion with the sales person I was told that the only remedy was a less padded model and that the price would be approx $400 less. Since they have a 100 night warranty I thought fine ship it to us, however she said they would not reimburse us the difference in cost. WTF? PLEASE USE OUR BAD EXPERIENCE TO YOUR ADVANTAGE, STAY AWAY FROM THESE PEOPLE. Do not become a “I TOLD YOU SO” victim.

Per Wikipedia:

US Mattress has among the highest complaints in the industry, as it doesn't really permit refunds. As they rely on 3rd party delivery people, the quality & timeliness of the delivery can vary greatly.

Do not order from these people! Their site is misleading and they do not deliver on what they say. I tried calling to resolve the issue and was kept in the "eternal phone loop". It was horrible and now I am out 17% because I canceled my order. NEVER order from these people.

Purchased mattress from US Mattress. Called a Sealy signature Kirkhaven firm. Paid almost $1000.00. Here it is a year later and the mattress is so uncomfortable I can't hardly sleep. No support in mattress. It is like sleeping in a bowl. Severly effects my back. Sent in photos but denied the claim. Please do not purchase from this Company. Will not help customers after the sale. This mattress carries a 10 year warranty but will not honor it. When you lay on mattress it sinks in over 8". Photos don't show this until you lay on it.

BUYER BEWARE DO NOT BE DUPED BY PURCHASING ANYTHING FROM US MATTRESSES THEY DON'T STAND BEHIND THEIR CONSUMER TRANSACTIONS

THEY SIMPLY PUSH YOU OFF ONTO THE MANUFACTURER AND INDICATE WE DON'T GIVE REFUNDS

WELL ISN'T THAT JUST NICE - WE'VE HAD 2 REPLACEMENTS MATTRESES THAT HAD THE SAME DEFECT AS THEY ONE THEY CAME TO REPLACE - THESE WERE REFUSED AND THEY ARE ATTEMPTING TO BRING YET ANOTHER REPLACEMENT RATHER THAN PROVIDING THE REQUESTED REFUND

MY OPINION THIS IS QUITE THE INTERNET SCAM BUY SOMETHING WITH NO REFUND CAPABILITY ?

DO NOT PURCHASE ANYTHING THRU US MATTRESS, SIMMONS PRODUCTS OR ANY MATTRESS VIA THE INTERNET AS YOU WIND UP "DAMAGED"

THE PRODUCT WE PURCHASED THRU US MATTRESS WAS A SIMMONS MATTRESS AT A COST OF $2, 000 us