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American Mattress Customer Service Phone, Email, Contacts

American Mattress
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www.americanmattress.com
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2.9 17 Complaints
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American Mattress complaints 17

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6:54 pm EDT
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American Mattress Delivery of king mattress and box springs plus new bedframe.

the salesman promised they would haul away the old bedding and bedframe. They did not take the old queen bad bed frame nor did the take the plastic covering for the new king mattress. They just placed the plastic covering inside our garbage can even though our garbage was picked up earlier in the morning before they delivered the new king mattress and box springs. Now our garbage can is full and won't be emptied for another week. We need to have old bedframe and plastic picked up.

This happened today Monday at 12:15, 17 Sep 2022.

Company was American Mattress.

Desired outcome: Want someone to come back and remove old bedframe and plastic garbage.

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5:24 pm EDT

American Mattress serta initiative plush mattress

Purchased this mattress 9/26/2015, The mattress has issues and needs to be replaced. Mattress covered with the recommended elastic covering. Mattress became lumpy on top and the sides are sagging causing an issue for my disabled spouse to get out of the bag due to lack of support. The store stated we needed a fifth foot. The furniture maker says no. Serta won't stand by their product. American Mattress told us to stick a piece of wood under the bed for the inspector. This is not reputable and I will be filing a formal complaint with the State Consumer Group in IL. The ticket number is 1284684. The location is N. Clyborn Ave. This location also lied when the salesman said "it's unfortunate your salesman didn't tell you about a 5th foot". He was the salesman and denied remembering us. I have the invoice with his name. We were never told this and our bed is not made for a 5th foot. Product # [protected]-3. Why would we buy a product that didn't work for our bed...which we told them it was a platform bed. Additionally, I have the manufacturer' s confirmation this bed is not designed with a fifth foot.
We need an inspector to come see this mattress. We posted a complaint on Yelp as well. I do not want to deal with this location. Thank you

From Serta:
mail from Serta Customer Service, ref. #000675021C
Inbox
x

Serta Customer Service
Wed, May 16, 4:30 PM
to me

Dear Lynn,
Reference Number: 000675021C

Thank you for contacting Serta. We are glad that you took the time to contact us and appreciate the opportunity to respond.

Again, your European bed frame would suffice, we just recommend you add a center leg extending to the floor from the middle of your frame. Because as stated in the guidelines of our warranty, center support is required on a Queen mattress or larger. Once this has been done we would recommend speaking with someone in management at the store about possibly having the mattress re-inspected. We suggest that you continue to work with the store and address any concerns you may have.

If you should have any other questions, please call Serta Customer Service at 888-55-SERTA [protected]), option 2 for Warranty, then option 2 to speak with a representative. The office is open Monday through Friday 9am - 5pm EST.

Sincerely,

Aisha
Consumer Affairs Specialist

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3:06 pm EDT

American Mattress customer service

My husband and I purchased a bed frame, mattress and dressers. When these items were delivered, the delivery guy had left two boxes of drawers on the ground after stating how they had "finished" putting everything together. I asked them why the drawers were not hooked up to the bed. They stated the bed we purchased would not be fully usable because of the mattress we had bought. When I contacted them man at American mattress he stated to me "he told us when he sold us the bed that the drawers would not work." Which is not true, why would be purchase a bad that was non functional we our mattress. Then I explained to jimmy the manager what had happened upon delivery and how Seth a certain employee had treated us. He agreed to take his items back minus 15% that we would loose. When he sent the delivery men to pick up our furniture so it could be returned, the manager Jimmy also sent Seth the original employee who stood on my port yelling on the top of his lungs at me. The manager sent this man to my house a second time. I became very worried for my husband and I's safety. Then after the man Seth was left in our bedroom to remove the bed frame he later reported there was a scratch that was not there prior to him entering the room and he could not take our furniture. After management was contacted Seth and his partner removed the bed frame. I then heard loud noises outside and went to check, it was the employee Seth yelling at my husband about a box of one of the drawers. I came out and asked him to please get his furniture and leave our property. I will never use American mattress again in fear of the employee Seth and my families safety.

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martha william
, US
Oct 09, 2018 12:28 am EDT

well this is bad ..

Is American Mattress legit?

Our conclusion: American Mattress stands out for their exceptional legitimacy, according to ComplaintsBoard’s detailed analysis. This highlights American Mattress's reputation as a trustworthy leader in their field. Customers can rely on American Mattress's services, assured they're dealing with a highly reputable and fully legitimate company.

American Mattress earns a trustworthiness rating of 100%

Highly recommended, but caution will not hurt.

We found clear and detailed contact information for American Mattress. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Americanmattress.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

American Mattress as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

Several positive reviews for American Mattress have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

Americanmattress.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

Americanmattress.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from American Mattress.

However ComplaintsBoard has detected that:

  • The website belonging to American Mattress has a low number of visitors, which could be a red flag for users. However, it's important to conduct additional research to fully evaluate the website's legitimacy and trustworthiness.
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8:12 pm EST

American Mattress Bed

They don't care about their customers at all! My parents got an adjustable bed because they thought it would be good for my dad whom has prostate cancer with bone mets. Anyways they went in one day to look at beds and got talked into a bed that costed $3500 (no joke! ) The only reason they decided to get the bed was because they were told they had 4 months to decide if they liked it if not return it for something different. So about a week went by and dad was not comfortable at all and that's the whole reason they got the bed. They called and ended up getting a different bed (no headboard or footboard just the bed) but they said they needed a king so dad could adjust it easier because of his condition. Anyways you should see it the bed is so uneven and the guy goes well its your floor not the bed. Now dad's'side is 2 inches taller than mom's and they custom made the feet for the bed and my mom slides down the bed and dad's so uncomfortable it's hard to sleep! They know exactly why mom and dad got the bed and are totally aware of my dad's condition. My mom called yet again to explain the situation with the bed and they said they will look at it when they're in town but there isn't anything they can do because they already traded for a new bed. Which they were led to believe they could change as much as needed within the 4 month window it's been about a month and a half at the most. Paying that kind of money for something so uncomfortable and so uneven is ridiculous! They don't care as long as they get the sale! I would NOT shop here tryst me you can go to many other places for better beds and half the price! Go to Ashley Furniture they stand behind their beds! Save yourself a major headache and DO NOT shop here! Nobody should have to slide down their bed how uncomfortable! Also, it's wrong to take advantage of someone that has terminal cancer. We just wanted my dad to be comfortable and he can't he hurts and this bed is making it 10x worse but they don't care about customers only the sale! This business is located in Onalaska, WI

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2:58 pm EST
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American Mattress refund or voucher

American Mattress issued me a merchandise return voucher for a mattress that I returned unused and still in the original plastic wrap a week later. The mattress was too small for me. They would not give me a refund. They send it back to the manufacturer for credit and I got the voucher which I have no use for. Even worse, they reduce the voucher amount gradually until it disappears completely. How nice. I wonder what my chances are in small claims court to settle this once and for all. The president is Michael Kenna.

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MkStItCh
West Seneca, US
Jan 01, 2015 6:42 am EST

Most mattresses are NOT returnable for any reason. You can usually get a replacement within 30 days if you have a problem with a defect of some kind but it sounds like you just bought the wrong size. You are lucky if they offered you a voucher and it more than likely said it was good for 30-90 days.

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3:39 pm EDT
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Bought a motion base for my mattress set. Was told by the sales person I had a four month trial in home return basis. On July 12 2011 I returned the mattress because it was uncomfortable. Wanted also to return the motion base but was told that was nonrefundable. That was not told to me when I purchased this product. On July 14 2011 the motion base got stuck...

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5:56 pm EDT

American Mattress Buyers Beware!

Buyers Beware!

If you choose your mattress, negotiate your best price, and are happy with it at home, you will probably avoid the sting of. the “Comfort exchange”.

We weren’t in the store fifteen minutes when the manager came down from the sticker price by 35%. He told us no refunds but how we could exchange a mattress if it didn’t work for us. “You’re sure to find one out of the 30 mattresses we have to choose from, he said.” What he didn’t tell us was in the fine shaded print on the back of the invoice. It reads: “American Mattress will gladly exchange your mattress set for one of equal value or as a credit against a mattress set of greater value only.” The operative word here is “only”. This means that if you buy a mattress for $3000 let’s say because of the style or the construction, but find out later that the only mattress that really makes you comfortable is $2000, you will have to pay $3000 if you want them to take back the mattress that’s making you loose sleep and be miserable all day. And guess what? You’ll have lost all your negotiating power and have to pay sticker price on a down graded mattress! We lost over $500 and went from a 20 year warranty to a 10 year. But here’s the insult that adds to the injury! When we went in to the store and looked at the selections, we went away to talk about it;. The next day we called with some questions and decided to buy the mattress we liked?. Again, the manager never mentioned any terms but suggested they deliver it and we pay for it on delivery by calling their store with our credit card.. What could be safer? We don’t have to pay one penny until we see the mattress! As it turned out, it was the worst choice because this way we never saw an invoice with the terms until several days later when it was sent with our credit card receipt, . Is that slick? You might say we should have been more careful…and you’d be right". By the time we realized what we had gotten into, the only mattress we had to sleep on was costing us sleep night after night and we already let them take our old one away". We begin to realize how well they’d worked this out:. Our credit card company said they don’t negotiate terms in a dispute……..and after looking at what we’d have to go through to present our case in small claims court, we opted to just take the loss. The lesson is to make very sure that you choose the right mattress the first time………or go somewhere else to begin with.

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LMF_3
, US
Mar 12, 2012 8:47 pm EDT

Really! A company gives you thirty days to exchange an item that you have slept on and you are complaining? I work for a furniture store and there are NO exchanges on mattresses. All I see is a bunch of whining people that didn't do their homework before purchasing something and now they want to place the blame elsewhere. I came across this site by accident and OMG people take responsibility!

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12:43 am EST
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American Mattress Refused Return In Warranty

To Whom It May Concern:

On March 4, 2007, my husband and I purchased a Serta King Ultimate Indulgence Mattress from the American Mattress store located on 414 S. Randall Road in Algonquin IL and spent almost $4200. Before delivery, we shopped around for mattress covers and decided to buy the Protect-A-Bed cover from American Mattress.

On March 6, 2007 we stopped at the American Mattress store located on 351 S. Randall Road in Elgin IL on our way back from our son’s Karate class. We have been extremely pleased with everything, including customer service until today.

Unfortunately our Mattress Cover started to fail us. The gortex began to separate from the top portion of the cover. On November 27, 2010 we stopped at the 414 S. Randall Road store in Algonquin IL and dealt with a gentleman by the name of Gordy. He was extremely focused on taking care of us. We filled out the necessary paperwork which appeared to be a return slip for the Mattress Cover manufacturer. Gordy started the transaction, however, due to the location of where we originally bought the cover, he was unable to complete the exchange upon getting to a particular field on his computer. He called his boss and they told us that we would need to go to the Elgin store for the exchange.

Even though traffic was heavy due to the holiday weekend, we decided to drive the 14 miles to the Elgin store. We were greeted by Greg Peel. My husband explained that we had a mattress cover to exchange that was within the warranty period. Mr. Peel immediately told us that he could do nothing for us and that we had to call the manufacturer. I told Mr. Peel that we were just at the Algonquin IL store and were told to drive to his store for the exchange and that we just spent over 35 minutes traveling. Mr. Peel said that he did not care what the Algonquin store told us, he would not do the exchange. His words that followed were, “you just don’t understand how warranties work.” At this point, I realized that we were not going to be treated in a respectful manner. I asked to speak to the manager of the store and was quickly told that he was the manager and that there was no other person above him to speak to. Mr. Peel quickly communicated his authority with harsh words, demeaning behavior, and overall non-existent customer service empathy. His words were, “I don’t care, ” “You are wrong, ” “You people have an attitude, ” – mind you all of this was in front of our 12 year old son. In addition, he would not listen to us and would immediately talk over us. This is unacceptable behavior.

While in Mr. Peel’s store, I called Gordy and explained what Mr. Peel said and how we were being treated. Gordy offered to speak to Mr. Peel.

Once Mr. Peel was done with a customer purchase, I told Mr. Peel that Gordy would speak to him. Mr. Peel never once clarified which Algonquin, IL store we had been referring to. Again, his inability to relate and listen to his customers, he called the wrong Algonquin store. Mr. Peel, then said to me, “Lady, you are not going to the right store, nor even an American Mattress store?” I showed him my American Mattress receipt and showed him the location. He then refused to call Gordy once I showed him the receipt. His justification on refusing to call was that he had nothing to do with that store. I asked him one more time to call Gordy at American Mattress. While on the phone with Gordy, Mr. Peel demonstrated the same behavior, belittling and manipulating language. Gordy told Mr. Peel, “look you have the customer in your store, let’s try and make this as convenient as possible and take care of them.” Mr. Peel hung up on Gordy.

I asked Mr. Peel for his business card and made him aware that I would be contacting the Attorney General’s office. His response was, “I gave you my card, don’t care what you do” and then he demanded that my husband and I leave “his” store.

My understanding was that this was a “family owned and operated” company. Mr. Peel’s behavior and language, especially in front of a 12 year old child, is not one that I would want my family to be a part of.

We can not tell you how frustrated, abused, and disappointed we feel over Mr. Peel’s behavior and language over a $90 item. Words can not express our dissatisfaction with your company.

Due to the level of mistreatment by Mr. Peel and American Mattress, we have filed an official complaint with the Attorney General, Lisa Madigan.

Regretfully,

Abused & Frustrated Customer

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Rose Leahy
Haverford, US
Apr 11, 2011 7:37 pm EDT
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Good afternoon,
My name is Rose Leahy, and I work for Protect-A-Bed. I am sorry you experienced negative customer service from the store you purchased our product at. Please feel free to contact Protect-A-Bed for a replacement protector if you have not done so already [protected].

Thank you for purchasing our product, and I am sorry about the inconvenience.

Rose Leahy
rose@protectabed.com

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2:41 am EST
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American Mattress cancelled order

I ordered a mattress for my ailing father... but the mattress could not be deliver because the elevator was not working in the building..he lives on 18th floor...Many problems with my dad's health so i just wanted to cancelled order...I never recieved matress and they would not give me refund just... how its not there fault my father has problems...but I told them I never recieved the merchandise so.. I am entitled to refund. How can they keep my money and the merchandise?

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11:24 pm EST
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American Mattress deceptive company

Guys, if you wanna do each other a favor... Don't let anyone you know buy anything from American Mattress! This company teaches deceptive practices. If you need proof, go to the companies website. "www.americanmattress.com" Why is all the pictures the same? When you get to the store the items don't look anything like the pictures! Why are all the pricing in twin no matter what size you pick. When i asked the gentleman why can't i have the item at the listed price, he finally admitted it's designed to get the consumer in the door. The stores I have visited all had different pricing for their items. The listed price was the same but the slick sales guy always had a story for why the purchase had to be today! Guys do yourself a favor and shop at Menards or costco. Mattress sets are like a third of the price than in "discount" mattress stores. Someone convince a local news channel to investigate this company. If the sales guys are all saying the same sort of scheme... It makes you think about the management and CEO of the company. What is their Mission statement... We are out to rob any and everyone in Chicagoland area! Be aware... Bring light to this uglyness. That's how they will go away. Channel 5 news anyone. It would be an important story

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Update by Daniel C.
Mar 06, 2010 11:31 pm EST

Yeah Walter Jacobsen or something! I bet they would be very embarrassed.

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1:36 pm EST
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American Mattress Deceitful company

When I ordered the mattress online I was thrilled to see that they said delivery within 48 hours, but haha...I received an email stating I would be called that Friday for delivery (I ordered on Wednesday morning) I replied and asked if it would be delivered Friday and was told no, probably Saturday. So, I got a call on Friday and was told I would get the mattress on Monday between 9-1, I asked why not Saturday, and was told there was no truck in the area that day. I did pay for delivery, and the warehouse is only 30 miles from my house! So, at 11:30 I called to confirm that it was being delivered today, and was told they would be here shortly. At 1pm I called and the guy said he would call the driver. About 10 minutes later, he called back and told me he left a message for his driver. At 1:20 the driver called and said he would be here in about 15 minutes. WTH, is 4 hours not enough time to deliver a freaking mattress?Do not buy from this place, they are deceitful, and a waste of time. I have read similar reviews about them online.

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TMoon
, US
Mar 04, 2010 11:26 am EST

As a follow up to my claim noted on the earlier posting ... after finally reaching a "regional manager" for American Mattress named Lewis, we have now been advised that the driver will return with our replacement and there will be no additional problems. We'll need to see if this actually happens.

Obviously American mattress was "hoping" that we would just give up ! In my conversatiuon with this manager, I shared with him the results of my research. I also ensured him that if they did not honor this claim ... i would make their lives extremely complicated thru legal efforts.

Warning ... DO NOT BUY anything from this company ! They have no idea of proper customer service, respect or responsability !

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TMoon
, US
Mar 04, 2010 11:08 am EST

3-4-2010

I'm at this very moment involved with a warranty claim with American Mattress. We purchased a Serta Eurotop 12 months ago from American Mattress and already have a 2" sag in the middle. After this was confirmed by an independent warrarty inspector ... we were told that we would get a replacement mattress. The inspector also noted how clean and spotless the mattress was !

We then returned to the store to pick out a replacement. To ensure no additional problems ... we even paid an additional $800 to upgrade to a "better" model. Upon deliver of the "replacement mattress" ... the driver spent an unusual amount of time "re-inspecting" the mattress until he finally found something he could call a "spot". At that point the warranty claim was refused !

I've now tried to call every number I can find to locate the corporate office with no success. This is obviously a "ploy" to refuse responsability for warranty claims. If I had only reviewed this site prior to buying the initial mattress !

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American Mattress Failure to Deliver

I purchased my bed, paid in full, and set up delivery for a specific day in three weeks. I called the day before the scheduled delivery and was given a 3-hour delivery window. 30 minutes before the end of the window, I called the store. They called back 15 minutes later and said that the delivery had never been scheduled. The regional manager told me that it was the delivery company's fault - not theirs - although they subcontract with the delivery company. After 24 hours, they still could not confirm a delivery date/time and just left us in limbo. Yet, they would not cancel the order. We ended up cancelling it through our credit card although American Mattress is threatening to sue us over it. I would steer clear!

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American Mattress Fraudulent company

On 9-24-08 I went to purchase a mattress and was told it had a 30 day comfort guarantee. I repeated 'Oh, I can return it if I cannot get used to it? Assured that was exactly the case. So I proceeded to buy the top of the line Tempurpedic mattress for $7, 667.89 which I paid in full that evening. Important to remember is that the salesman kept repeating full guarantee as he put the sales receipt down, holding it in place for me to sign for my credit card. Never once was the word exchange used, nor did he even give me a chance to see any writing on the back of the sales receipt.

Within the month I returned and chose a new mattress, since I was having great difficulty getting used to the Tempurpedic and was having back and shoulder problems. The one I chose was also costly at $4, 100 before taxes. Then he sheepishly said in a lowered voice 'you know you have to use the difference for an in store credit.' I lost it screaming what am I going to buy here for over $3, 200.00!

To try and keep this short, I ended up getting a return but had to pay a restocking fee of $710.00 plus shipping/delivery fees of $50.00. Important to remember is that mattresses cannot be re-used, as I was told. Tempurpedic gives them full money back, as they would have me, IF I had bought it from them directly. Now the cherry on the cake is that they just picked up the Tempurpedic and set up the Serta, however, the delivery men wrapped it so that it could be sent to you and you would never know I had used it for a month! When asked, I was told that is how they are instructed to do it.

My suggestion to all consumers is to go to Carson's or Macey's and stay away from these strictly bed stores unless you clarify a 'Money Back Guarantee!' They are scammers. They would not let me talk to a regional manager. They did offer me to buy their overpriced brillo pad sheets to the tune of 3K plus.

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YohanR
freeport, US
Dec 27, 2010 8:18 pm EST

I agree American Mattress does mis-inform the customer. They definitely change their attitude once you purchase their mattress. I purchased a foam kids twin mattress and to my surprise when we got it out of the package, it had a strong odor. Its not a new car smell like they make you believe. its a strong odor of chemicals. Who will let their child breath this while they sleep. And I dont care if the odor goes away days later, their is still chemicals in the product that can lead to cancer. I think the big red flag of American Mattress is their no return policy! Exchanges are worthless.

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jscibor
Chicago, US
Dec 17, 2010 6:09 pm EST

There are giant signs all over every store that say you may "exchange " it, and how can he have hid your receipt that you took with you? Which you had plenty of time to read before the delivery(moment sale was final). Giving a poor review of a great Chicago based company because you weren't being an educated consumeris sad. Feel free to go to a department store for higher prices, no returns or exchanges, 2 week delivery, and poor customer service Outside of being the only Chicago company that stocks Tempurpedic in their warehouse you have a 90 day Exchange on Tempur not 30. Please remove this

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6:22 am EST
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American Mattress Fraud and cheating

I bought a Tempurpedic Mattress on 9/24/08 from this store after being told numerous times that it had a 30 day full comfort guarantee, regardless of the reason. Well to my disappointment, i had back and shoulder problems sleeping on this bed, perhaps because I am a side sleeper or 100 pounds. Beautiful bed, it just does not work for me.

When I called I was told to come in and pick out another bed if I liked. I did and again, I picked the top of the line Serta bed for $4100.00 plus tax. This would leave me with about a $3, 200.00 refund. However, after I picked out the bed, the salesman sheepishly said 'you know we do not give anything but in store credits.' I lost it and asked what am I going to buy for the difference seeing I had purchased their most costly bed, The Grand Tempurpedic! Again, sheepishly, he suggested sheets and mattress covers. I told him his sheets were like overpriced brillo pads.

He said that is 'our' policy. I said that the salesman who sold it to me put the receipt down with a pen on it, and his hand, as if to hold it in place for me, and told me to sign 'here.' Now I see it was so I did not see the back where in light gray the exchange policy is explained and it was never mentioned to me, nor was I given the chance to see it. In fact, it was completely and purposely avoided at all costs.

Now as if this guy that I am dealing with is doing me a favor, he said he will go the extra mile and probably get into trouble for it. He offered to refund my money with the exception of a restocking fee of 10% on a $7100.00 sale (before tax), plus a charge to me of $50.00 for delivery. The delivery fee was explained to me at the original purchase, saying that is all it would cost me. Again, another time they could have told me about an in-store 'credit only' policy. I was told that they lose huge on this because the mattress cannot be re-sold by law. Read Down on that issue and assume your own conclusion.

Calling Tempurpedic I was told if I had bought it straight from them, I would have had a 100% return, but there vendors set their own policy. Tempurpedic does not hold their vendors to any policy requirements. However, I believe they give the same 100% guarantee to their vendors, as they do the general public. I was told that they sell these mattresses to a carpet padding company for re-cycling into fine carpet pads that are then sold to the public.

Today, at a $760.00 donation fee to American Mattress, they picked up the Tempurpedic and delivered the Serta. Most interesting was the mattress they picked up was carefully wrapped and taped looking like it was brand new. It was wrapped just like the one they delivered, exactly.

Bottom line consumers, buy at reputable stores and stay away from these Mattress Stores or even buy direct from the manufacturer, but most importantly~guarantee and money back do not mean the same thing, especially from someone who is trying to scam you!

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C Schroeder
Ingalls, US
Oct 21, 2013 8:24 pm EDT

I purchased a full size mattress and Box Springs on 10/10/13 and was to receive a new pillow, but they were out and said they would have one by the 18th. When my daughter went to the store they gave her the wrong pillow and I was promised a pillow case, they also gave me a king size pillow case, not a full size. I called them, and left a message 3 times, they don't answer the phone, and don't call me back..
Chris, the Store Manager was who told me the information. The Sales Person, who sold me the mattress and box springs is Barry Lawrence.
Why don't they answer their phone, and return my calls? My calls were 3 different days.
All I want is the right pillow and pillow case.
How does a business run without answering their telephone calls?

Thank you,

Carolyn Schroeder
52 Inman Dr
Ingalls, IN 46048
cschroeder3@Hotmail.com
[protected]

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2:47 am EDT
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American Mattress Fraud

I purchased a queen size mattress set from American Mattress in 2006. After only 2 years we were experiencing same sagging. I went back to the store and requested a copy of the receipt because I thought I lost the original. On the bottom of the reprint, it said floor model, sold as is. After reading that, I went home and searched every receipt I had and found my original. The original did not say that on it. I went back to the store, and showed the store manager the 2 receipts. He confirmed that a floor model was delivered and the receipt had been changed after the purchase. His resolution to the problem was for me to pay for an inspection, and they would then replace the mattress under warranty with a new one. The Serta inspector came out and said there was nothing wrong with the mattress. He place a leg on my bed and measured it with a string measuring tape. Weeks passed and I heard nothing from the store. I proceeded to call every few days and still got no results. After filing a complaint with the BBB, someone from their corporate office called and offered me an instore credit toward the replacement of the mattress. I agreed to the settlement, went to the store picked out a new mattress and paid and additional $250 for the upgrade. When the driver came to deliver my mattress, he said there was a stain on my mattress and could not deliver the new one. Now I am out $40 for a bogus inspection, $250 for the upgrade of a new mattress that I never received, and stuck with a floor model mattress that I paid full price for. American Mattress frauds their costumers and when they are caught, they lie their way out of it.

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3:28 pm EDT

American Mattress Center of mattress craved in!

On April 01, 2006 I purchased a Vera Wang queen size mattress set from American Mattress at a cost of $1, 396.42. Unfortunately, I have a mattress that has a large dip in the center in less than two years, which makes for a very uncomfortable night's sleep. Prior to this final purchase I had also bought and exchanged two other mattress sets. The original purchases were also not the most comfortable rest for my body and I hoped for the best with this last purchase. I was under the impression that your company advertises customer satisfaction, which has not happened in this case. I wonder if Vera Wang is aware of the mass production of really defective mattress sets that bear her name? I know from prior purchases, mattresses that with so little use, and at the cost of such mattresses, should have a much longer life than two years. I will await a prompt response from someone in your organization for resolution of this matter before any other action is taken.

Disgruntled and Tired Consumer,
Carolyn D. Watson.

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Harry Brugger
Evanston, US
Nov 06, 2010 5:05 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I have the bidentical problem. I was told that the warranty states that the bed has to have a center support.However the mattress was delivered and installed by American Mattress and nothing was metioned to my wife and I about any nadditional support.

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AmSleep LLC.
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Sep 23, 2008 6:17 pm EDT

I agree with the above poster. This woman sounds like a habitual exchanger. If I were in her shoes, I would take the time to make a doctor's appt. a.s.a.p. That way she can be an informed shopper as to her needs when she goes out to buy her new mattress set.

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Jw
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May 07, 2008 9:49 pm EDT

Sounds like you're an habitual exchanger... Leaving out alot of info as well... I'm in the business 25 years and I can count how many defective mattresses I've run across on one hand and you've had 3? However, have run across many people whose physical condition make any position in bed uncomfortable.

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12:00 am EDT
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American Mattress Don't stand behind their products!

Serta mattress purchased from American Mattress Elmhurst Illinois In May of 2006, I purchased a $1,200 Serta mattress and box spring from American Mattress. I had a Serta over 10 years and it was time to replace it, so I purchased another Serta. The bed that was delivered was damaged (the ticking was picked and pulled and looked dirty). While the bed frame was being put together on my hardwood floor, it was dropped and scraped and left a gouge in the floor. I had to call the store and after a few more calls, I did get another mattress (had to take more time off from work).

After 6 months, the bed felt worse than my 10-year old mattress. I sleep alone, yet there was a huge depression that I would roll into and it feels like there's a broken spring somewhere in the middle. I wake up feeling like I've been hit by a brick truck; my 10-year old sofa sleeps better than this bed.

Since it was so new, I contacted the store and was told I would have to pay $45 to have someone come and look at the mattress. And, unless there was a visible dip in the mattress that I would not get anything replaced. The overall comment was not to expect any real results. Well, since this mattress has the foam, you won't see the dip until there is pressure on the mattress.

Next, I contacted Serta directly via email. After about a month, the emailed me that they couldn't do a thing - go to the store. The worst part; Serta is about 15 miles from my house. So, now I'm wondering what is the point of having a warranty if you have to pay someone to fulfill it so quickly after purchase?

I called the store again and asked to speak to the regional manager. I eventually hook up with this person and once again, I'm told to pay the $45 and not to hope for much since it's rare that a mattress is replaced. Now, it's a year later and I can't switch my mattress to a comfortable spot. I actually sleep as close as possible to the edge of the bed to try and get decent support without getting a stiff arm and hip. I don't know what to do; I can't afford another mattress and I'm really frustrated.

I do know I WON'T BUY another SERTA ESPECIALLY FROM AMERICAN MATTRESS. If you get a lemon, they certainly won't and don't stand behind their products.

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blovets2001
, US
Oct 14, 2011 12:44 am EDT

This is ridiculous that so many of us are experiencing sagging mattresses between 6 months to a year. I think we need to report this to channel 7 news. I feel like I am pulling myself out of quick sand every time I get in my bed and I bought it October, 2010.

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Daniel C.
Michigan City, US
Mar 06, 2010 10:42 pm EST

The only answer to these problems you guys are experiencing is to tell everyone you know to not shop at these so called Mattress retailers. In my shopping this different retailers i've experienced every type of personality you can name. Some guys are knowledgeable and helpful. Most are pushy and keep showing the most expensive items. Don't let their trickery fool you. They smile and act concerned because they are really sharks in disguise. And always know that the price is flexible. If you are looking at say a 1000 dollar set, if you are savvy enough you can get that item for about 750. So if your squeamish, shop else where. But if you are an aggressive person that can win an arguement... you'll save money! happy hunting. All Bedding stores are the same. Don't pay these guys your hard earned money. Joe K from a different site said it best, someone call fox news and do a big story on these guys. I bet its some illegal tactics going on

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KATHY AND WILL G.
Racine, US
Mar 03, 2010 3:10 pm EST

we purchased a mattress and box spring from American Mattress in Kenosha WI in June, 09. within 2 months it started making noises, which got worse and louder over month. We at first thought it was our frame coming loose, but everything was snug and secure. It was the boards in the box spring creaking, and the covering was already wearing through! They did exchange it, but with a very cheap box spring that only lasted 10 days before a board broke! Now they will not do any thing for us unless we pay $100 or more! They are even going so far as to say it is the fault of our frame. The mattress is also sagging. DO NOT PATRONIZE AMERICAN MATTRESS.

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Clifford Ash
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Feb 24, 2010 5:33 pm EST

I borth a spinal care in back home in Trinidad and every night as we lay on the mattess it sink the compony send someone to look at it and take it back and repair it but it is the same

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Katie
Wilmette, US
Jan 06, 2009 2:26 pm EST

DO NOT BUY FROM AMERICAN MATTRESS. Their mattresses are so poorly designed. I just got a mattress last Friday 10/31/08 and it is SO UNCOMFORTABLE. There is a huge sag in the mattress that wont come back up. I called first thing Monday morning and was given the run around. BLAH BLAH BLAH. I asked them to please come and get the mattress out of my house and THEY REFUSE. NO RETURN POLICY.

My credit card company will not allow me to dispute this charge due to the fact that I still have the merchandise. American Mattress will not take it back and I have no where to return this 1, 700.00 king size Vera Wang, uncomfortable mattress.

My 10 yr old mattress was more comfortable Why doesn't American Mattress stand by their product? BECAUSE IT'S A FRAUD COMPANY RIPPING PEOPLE OFF. SHAME ON YOU AMERICAN MATTRESS.

Update:

I was allowed to exchanged the mattress. The mattress feels just like the mattress they exchanged it for. It' sags bad. I am not happy and American Mattress REFUSES to allow me to return the mattress. I will NEVER do business with them again, nor will I EVER give a referral to this place. All they care about is making money. They do not stand by their product. PERIOD. I will be filing a complaint with the Better Business Bureau.

American Mattress only sells Sealy and if u do decide to ever buy from them, you better love the mattress, because you cannot return it and their product is not cheap, yet VERY UNCOMFORTABLE

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Gary Kane
Prospect Heights, US
Dec 26, 2008 4:34 pm EST

DONT BUY A SERTA MATTRESS FROM AMERICAN MATTRESSS...THEY ARE SCAM PEOPLE AND DO NOT STAND BEHIND THEIR PRODUCTS.

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Gary Kane
Prospect Heights, US
Dec 26, 2008 4:32 pm EST

We bought the top of the line mattress with an air chamber, which was guaranteed to hold it's air for at least one year.
So we spent (foolishly) our $2400. Needless to say it started to sag and loose air after several weeks.
I called American Mattress and they were so arrogant and just didn't want to help that the call erupted into an argument. Eventually we were able to contact the Regional Manager, John Bontkowski, who was now at the Northbrook store. He agreed that the mattress we bought were a gimmick and did not work well. So he gave us credit towards another mattress. We selected a high end Vera Wang mattress. Well it started to sag after just two months. Now neither me or my wife are large people (she is 130 lbs. and I am 180 lbs.). This was causing us back and knee problems. We were like two old people when we would get out of bed. So here we go again. But this time American Mattress has been totally unresponsive. John has never called us back. He is in the Head office in Elmhurst. I plan on calling or visiting the president MICHAEL KENNA, 757 Larch ave. Elmhurst, IL 60126 and complaining in person.
If anyone wants to contact me please email me at landlord58@msn.com, my name is Gary.
Oh one more thing. They say to pay $50 to have someone come out and measure the sag in the mattress. If it is over 1.5 inches they will replace it. Problem is that after you get off the mattress the sag tends to go away so they will not
replace it.
Solution: BUY YOUR MATTRESS AT COSTCO FOR 1/3 THE COST AND HAVE THE ABILITY TO RETURN IT IF THERE ARE PROBLEMS.

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Bob Powers
Madison, US
Sep 11, 2008 11:20 am EDT

My 4.5 yr old Serta Masterpiece had a spring pop out. To make a claim on my 10 yr warranty I had to pay $50 in person. They would not let me charge it over the phone. A major inconvenience and rip off. I would not recommend them.

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Sabine Jianette
,
Apr 30, 2008 12:32 pm EDT

We purchased a Serta mattress from American Mattress in Lake Zurich on 3/3/08. The sticker was $2799, they gave it to us for $1734. We were told by the high pressure salesman, Tony, at the time that we could return it if we weren't happy because they have a 30 day comfort guarantee. Two and one half weeks after delivery it began to sag on my 180 lb. husband's side. I went into the store I purchased it at and was told by Dennis the salesman that the mattresses are delivered with a lot of air in them and to get my kids to walk on it every day for a few days and it should be fine. I did like an idiot for a week and a half. No results. I went back into the store and told them I wanted a refund because this should not be happening to a 2 1/2 week old mattress. I was told by Tony, the salesman, they don't do returns, only exchanges and we would have to pay for delivery again. He suggested to either pay an independent company $45 to come and inspect the mattress or I could try spinning the mattress (head to toe) to even out the sagging. I explained to him that shouldn't need to be done to a one month old mattress and that I wanted to return it. He gave me Serta's phone number and told me to call them. I called when I left the store only to be informed that I need to file a claim through the store. They also suggested I speak to the regional manager. I went back to the store (20 minutes after I left) and told Tony (the salesman) what Serta told me. He did not give me the regional manager's # but put me on the phone with Jerry. Jerry suggested I try one of their Vera Wang model mattresses. When I got off the phone I told Tony this. He basically did everything he could to get me out of the store quickly. He did NOT show me any additional mattresses even though I asked two or three times. He then informs me that the memory foam in the mattress is of course going to "conform to the body's pressure areas". I informed him that he did not let us know that before we purchased the mattress. At that point I went online and got Jerry's phone number. I called and left a message. When we finally got in touch with him, he told my husband to go to the Mundelein store because they have a bigger selection and that is where he works out of. I went to the Mundelein store 4/23/08 only to find Dennis, the person who told me to walk on the mattress to get rid of the air, covering for Jerry who was off that day. Dennis showed me some of the mattresses and I was leaning towards the Vera Wang Calm. He told me the sticker was $2399 for a king. I asked him what the best deal was and he told me approximately $1800. At that point I asked why I would pay more for a bed with a lesser sticker price than the one I purchased. I was informed that it is a better bed and it has a 30 year warranty versus the 20 year warranty that the other one had. I told him I would talk to my husband about it. Went in to Mundelein again 4/30/08. Explained the situation to yet another salesman. He informed me that the Serta Enlivenment I had purchased was a clearance item and that is probably why we got such a good price. I informed him that no one told me it was a clearance item when I purchased it. Told him to call Jerry and see what the best price was on the Vera Wang Calm. Jerry informs him that there are no additional discounts, the sticker price is $2634. I guess everyone from American Mattress just makes up whatever they choose to make a sale. SHAME ON YOU SERTA AND AMERICAN MATTRESS!

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Carl Witherow
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Mar 20, 2008 9:13 am EDT

We purchased a Serta mattress and box springs in May 2006 from John V. Schultz in Erie, Pa. They said it had a 10 year warranty. In less than two years, it has dips in the middle where we both lay. A person came out from the store to measure these dips. They were 2 inches deep and he said it was enough to replace it. However, the large tag was off the mattress (which was not on when delivered), so they said the company would not honor the warranty. Though the mattress was very comfortable in the beginning, it is now causing my wife to have backaches. That is the very reason we replaced our old mattress. I agree with others on your Complaint Board who are having the same problem with your mattresses. What good is a a warranty if it is not honored.

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Overview of American Mattress complaint handling

American Mattress reviews first appeared on Complaints Board on Sep 17, 2007. The latest review Delivery of king mattress and box springs plus new bedframe. was posted on Oct 17, 2022. The latest complaint serta queen icomfort perfect base was resolved on Jul 16, 2011. American Mattress has an average consumer rating of 3 stars from 17 reviews. American Mattress has resolved 8 complaints.
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  1. American Mattress contacts

  2. American Mattress phone numbers
    +1 (800) 863-7326
    +1 (800) 863-7326
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    +1 (630) 279-0222
    +1 (630) 279-0222
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    2350 W. Pinehurst Blvd, Addison, Illinois, 60101, United States
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