Mattress Direct
reviews and complaints

I bought a mattress, on 05/23 it was to be delivered on 05/29. They called me the day before delivery and said they didn't have the mattress. I asked for my money back because they said they were having problems getting the mattress. It's been several weeks and and still no money back. They haven't contacted me and it was 2,600 dollars. I have no mattress and still don't have my money

My wife and I have recently PCS'ed to Keesler AFB which is in Biloxi MS. We desired to get a new bed, especially so we can get a bigger one to have room to put our newborn's baby bed on in between us. We have been looking around for mattresses, and decided to check out Mattress Direct in D'Iberville on May 21. Upon entering, we were greeted by a fairly friendly salesperson by the name of *** He asks what kind of mattress we are looking for, and we tell him that we are in search of a king size around $600. We also let him know that we would like a relatively soft bed, especially because my wife has back problems and would need a soft mattress. We also let him know that because we are military and have just moved we do not have a bed and so we would like it as soon as is possible. He informs us they don't have any king size for $600, but that there are mattresses in the $700 range. He takes us over to the back corner, where they have mattresses stacked upright against eachother that he can take out and lay down on a box spring for customers to try out. We try two different mattresses, the first one being very firm and the second one being soft and comfortable. He mentions they are both Serta Fallcrest, but does not go any further into detail about them. We let him know that we like the 2nd one we tried out which was soft and comfortable, and sinks in a little. We walk over to his desk, and he sees that it will be available to be delivered in less than a week, so we decide to purchase the mattress. He puts in the order and rings me up, then has me sign the receipt. He informs me that I will get a call the day before the delivery day as well as on the delivery day.Fast forward to the next week, to the day of the delivery. I call Mattress Direct and ask about the status of my mattress to which they say unfortunately it has been delayed because the truck carrying my mattress never arrived to their store, and that it will be delayed another week. Fast forward to the week after that, to which same thing, no call. I call them and ask about status and they tell me that it has been delayed because of tornadoes. At this point I was thinking of just canceling the order, but I get a call from a person who referred to himself as Ty, owner of Mattress Direct. He explained why my mattress was delayed and assured me it will be coming, as well as apologizing about the lack of customer service from his business. Feeling reassured, I decide to just wait until the 3rd rescheduled delivery date.On the third week, they call me letting me know the mattress will finally be delivered. It gets delivered on June 9th, and the delivery guys unpack the mattress from its wrapping, and set it down on box springs in my bedroom. Me and my wife lie down on it and immediately realize it is very firm. We sleep through the night anyway to see how our new mattress feels. It is still very firm and uncomfortable, and my wife is unable to sleep at all because of her back problems. The next day I call Ty, and tell him that the mattress is very firm and is not the mattress we ordered from the store. I let him know that perhaps there was miscommunication and the wrong mattress got delivered. He asks me what is on the receipt, and I read out what it says "king fallcrest fm serta sleeptrue". He says that fm means firm, and that the mattress that is on the receipt has been correctly delivered. I tell him that we did not order a firm and that we wanted a king sized mattress that was soft, as we would not order a firm, especially with the condition of my wife's back. He responds by telling me that he asked the salesperson, *** about our conversation with him and the sale but that the salesperson had quit the following day after the sale of the mattress. Ty also said that because I didn't also purchase their mattress protector, I'm not able to swap it for another comfort level. I let him know that the salesperson never mentioned this, as I would have purchased it just to be safe. Ty suggested we go back to the store and try the mattress again, and that perhaps our mattress feels firmer because it is new. My wife and I head back to the store and we try the two mattress. It is important to note that there are about 8 mattresses on the mattress rack, but only two are Serta Fallcrest mattresses, and we only tried those two. Again, like the first visit to the store, one was very firm and one was quite soft and comfortable. We immediately realized that the very firm one was the one that was rung up in the order and that was delivered, even though the same-priced soft Fallcrest mattress was the one we wanted. The salesperson that was present at the store on the 2nd visit told us that her, along with Mattress Direct will see what they can do and contact me either that day or the following day. That 2nd visit to the store was on a Thursday (June 11th), and as of this writing it is June 18th; it has since been a week since the visit to the store and I have still not received a response from them. Product_Or_Service: Mattress Order_Number: XXXXXXXX