The complaint has been investigated and
resolved to the customer's satisfaction
Mattress BuysRefused to help me

On 19Jul08, I purchased a king size mattress and a mattress protector from the Mattress Buys store in Brunswick, Ga. Total price, with tax, was $3068.76. Mr. Glenn Wilcox was the salesman. I was hesitant about buying this mattress because it was a brand name I had never heard of. Mr. Wilcox assured my wife and I the company making the mattress, Gambrell Manufacturing of Sumter, SC, was a good company ran by good people. Mr. Wilcox also claimed the mattress we were looking at was of superior construction. Mr. Wilcox related many examples of how Mattress Buys had provided exceptional service to other customers, such as exchanging mattress which were well past the 60 day comfort guarantee; providing multiple comfort exchanges for customers; performing comfort exchanges on mattresses which were sale items; and working with manufacturers to resolve problems. Base on Mr. Wilcox’s sale pitch and the comfort of the mattress in the store, we decided to purchase the mattress.

With in two weeks of delivery, we had problems with this mattress. Initially Gambrell Manufacturing refused to address this matter, but Mattress Buys worked with us and the manufacture replaced the mattress. The replacement mattress was delivered on 24Sep08. Immediately upon sleeping on the replacement mattress my wife and I noted the mattress was softer than the first mattress and the mattress in the store. It quickly became apparent this mattress was developing a firm center section with right and left side troughs of significantly softer compression. It was between the 15 to the 17th of Oct08 when I was able to get in touch with Mr. Wilcox.

I told Mr. Wilcox my wife and felt Gambrell Manufacturing’s line of products was an inferior line of products and we were unsure if Mattress Buys’ product line would have a mattress which would meet our needs. For these reasons, I asked for a refund on the balanced owed on the mattress. I was also willing to entertain a comfort exchange if a suitable mattress was available. At the time of the original purchase, no other mattresses were comfortable to me and my wife.

My demand for a refund or for a comfort exchange was denied. According to Mr. Wilcox, the problem with the second mattress was a warranty issue to be taken up with the manufacture. I asked if this meant that Mattress Buys would no longer help us in solving our problem with this mattress and he said yes. That was in November of 2009. Gambrell Manufacturing has refused to answer my phone call and letters. Gambrell Manufacturing refused to respond to the Better Business Bureau (BBB). I will post on them after my complaint to the South Carolina Department of Consumer affairs is resolved.

I find Mattress Buys actions regarding the second mattress very unfair. I can understand Mattress Buys refusing the refund. I can even understand the argument the warranty is with the manufacture and therefore they should not exchange one mattress for another, but what I can not understand is why I was cast aside. I spend over 2500 dollars with Mattress Buys (before tax) and received two inferior products from their supplier. I did not write my check to Gambrell Manufacturing. I wrote my check to Mattress Buys. Look at their reply to other consumer posts. They only do what they are contractually obligated to do. Any thing else they tell you is so much junk. Check Mattress Buys Inc on the Better Business Bureau (BBB) web site, as of March 01, 2009, they had an “F” rating. I learned my lesson, never purchase from a company without checking the BBB rating.


  • Le
    Lee Norvell Jun 06, 2011

    I have a similar story, although Glenn Wilcox did not own Mattress Buys, he was the operations manager. He now owns "Best Mattress Buys." Although he claims he cannot do anything about my warranty, he helped me in presenting my case to Gambrell mfg company. I have been working diligently since February 2011 to contact Pam Gambrell about my warranty. She does not return my phone calls. When I have called and she answers the phone, she promises to call me back or email me, but she does not. I have contacted the Better Business Bureau and they have contacted her twice, but she has not responded. This was $1900 mattress. As of today, June 6, I have not gotten any help from her in fulfilling my warranty.

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