Mattress Giant Complaints & Reviews

Mattress GiantDefective Mattress

Purchased a back-supporter mattress for more than $800 total for set and it caved in soon after installation. Materials are bunched up on one side of mattress and you slide off of the other end. Purchased for my son's room, I couldn't locate him because he sunk into the mattress and he weighs only 126 pounds!! Contacted company, they told me to fill out online form months ago. I still haven't heard from them yet! Will not purchase a mattress from them again.

Defective Mattress
Defective Mattress

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    Mattress GiantWorst ever

    Absolutely the WORST company I have ever dealt with. I am not the complaining-type of consumer by any means- this is my first time I have even tried to give a bad review about anything. I feel it is absolutely necessary for me to speak up now, as I have been screwed for such a hefty sum.

    I bought the most expensive mattress/ set that this company offered- less than 1 year ago. I have been riddled with back and hip problems for years, getting therapy and everything. As a result, I thought buying a very expensivemattress would help me sleep at least PART of the night (without waking in pain).

    The mattress I bought was the 'Collamore Europlush' and it cost me over $3500. The snake- oil salesman assured me it was the single best seller the company had. He also assured me it was such a 'quality' product, and that they offer a 20 year warranty (as opposed to 10- which is what most mattress carry). When I asked him why I should buy from his store rather than go right next door to Jordan's (or any other company) he assured me it was the 'quality of thier customer service that sets them apart'. Absolutely a lie, as I would soon find out.

    I thought the original price of $4200 was just a bit pricey, and simply asked if he had a deal to throw in a free pillow or seomthing... At that point he offered immediately to give us the frame and bedsprings free- savings of over $1000 cash, PLUS gave us free pillows and a mattress pad. Obviously anyone who pays sticker price here is a total sucker, as they have these built in discounts/ scams that seem just plain fraudulent. I was hardly expecting (much less asking) for such a huge price reduction. I think it shows how dishonest this company is- right from the start.

    Anyway, they delivered the set on time as promised. The delivery company, in and of itself, is deserving of thier own complaint. I was absolutely frightened- to say the least- by the what showed up. The total process took well over an hour, which probably could have been done in 20 minutes by a legitimate moving company. (They also broke a piece of moulding off my antique bannister)

    After only 1 night sleeping on this bed, my wife and I noticed a sag. It was not even slight- it honestly felt as though a 700- pound person had slept in the middle of this bed for 10 years, and THEN we received it. We called to complain, and after 3 miserable weeks returned thismattress. The slick salesman convinced us it was but a fluke, and that another mattress would surely be correct.

    He also insisted we could return the mattresses (under warranty) as many times as needed, and still NOT affect our '90- day comfort exchange'.

    We received a new mattress roughly 1 month after the first was delivered. Came on time, with an equally lousy experience. After another terrifying hour+ of smashing around my house, the newmattress was in place. This one was noticeably more straight than the first.

    After about 1 blissful week, ONE side of this mattress was sagging- noticeably. We thought it was our imagination, and tried ignoring it, but it only became more pronounced.

    Mattress Giant would not take this mattress back. They offer only one way to prove the mattress is sagging, and because it is only one side that is flawed, we fail the test. Somehow WE are not right here in our suffering, and the Giant will not acknowledge that we have yet another defectiveMattress. This obviously means we are lying about our discomfort, and are somehow trying to affect thier ability to turn a profit.

    We tried to complain again, and one week before our '90- day comfort exchange' period was up, we planned to return the mattress for a different one (yet another scam in and of itself: this company messes with the invoice so that the actual discount is not free springs and frame, but a discountedmattress- which means to swap this mattress for another one would entail us paying a LOT more cash- for a less expensive bed!!) When I called the store to inform them I wanted to just get another bed, (since this was obviously NOT a fluke, as promised, but a legitimate DEFECT), they told us we were 'NOT ALLOWED TO RETURN THEMATTRESS FOR A COMFORT ISSUE, SINCE WE ALREADY RETURNED IT FOR A WARRANTY ISSUE... Meaning the original salesman lied to us- surprise!!

    As a result, my wife and I paid over $3500 to sleep in a bed which requires we swap sides every night, so that the same person doesn't suffer regularly.It seems absolutely impossible that I would go to a store, buy the most expensivemattress they have, and be stuck suffering with a defect. I have even tried selling the mattress- under the assumption that it was NOT defective (as Mattress Giant insists), and was actually YELLED at by a potential buyer for trying to sell HIM a defective item!!

    The bottom line is this: buying from this company is at your own risk- at best. If you are fortunate to get through the pricing scam, without paying the 'sucker-price', and don't have anything bad happen by the delivery 'service', you can expect thatMattress Giant will absolutely lie and do everything in thier power to NOT make good on thier promises or policies. (and good luck calling thier 'customer service' hotline... they answer 'hello', and then give you a scary attitude while providing no help... I was convinced the 800- number leads to a jailcell someplace...)

    I wasted $3500+ on a bed that is SO obviously defective that my wife and I are forced to ALTERNATE SIDES nightly just to minimize each others' suffering. (with my existing back and hip problems so bad, when it is my turn to be on the DEFECTIVE side, I end up on the couch within an hour or two)

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      3 Responses
      • El
        Elaine_Mattress Giant Jun 16, 2011
        This comment was posted by
        a verified customer
        Verified customer

        LuckyGoal, I'm sorry about your troubles. I'm with Mattress Giant and want to help. Can you please e-mail your name & store location you purchased the mattress to [email protected]? Thanks! - Elaine

        0 Votes
      • Lu
        LuckyGoal Jun 16, 2011
        This comment was posted by
        a verified customer
        Verified customer

        I purchased a double sized mattress and matching box spring from MattressGiant for a residential shore home. The mattress has been used MAYBE 10 times over the course of 2 1/2 years. Lately, my mother-in-law complained that when sleeping on the mattress, you sink down in the middle of the bed. I had my husband lay down and it did the same thing. He likened it to being like a "turtle on its back"?. He had a hard time getting out of the bed". I submitted my claim and pictures to MattressGiant and they denied my claim based on the fact that the "impression" of the mattress is less than the 1 1/2 inches that the warranty allows when measuring the mattress with no one actually sitting or lying on the bed;. I submitted photos of my husband just sitting on the side of the bed and the measurement was over a 3 inch impression, . Bottom line, the mattress is defective and I spend a lot of money with this company". I furnished 4+ bedrooms with new bedding from this company and spend thousands of dollars;. I will NEVER purchase from them again nor will I ever purchase another Sealy mattress.. As I said to their Customer Care, word-of-mouth can be a very powerful marketing tool...pass this along and prove me right!

        0 Votes
      • Cm
        cmacFL Sep 06, 2010

        I think you are stuck. I bought a $1, 700 King Koil foam mattress on sale from $2, 300 and he said was as good or better than temper-pedic. After less than 3 years, we were "out of comfort". I finally requested a warranty claim form.
        WHAT A JOKE! I bought with satisfaction that I had a 20 year warranty. The loopholes for "warranty escape" are totally company sided.
        If I do not get even pro-rated satisfaction here, I will report their tactics to the Florida Attorney General. You and I cannot be alone in being sold "false pretense warranties" as I would consider them.

        0 Votes

      The complaint has been investigated and
      resolved to the customer's satisfaction
      Resolved
      Mattress GiantTerrible company

      First, Mattress Giant won't take a new mattress back with tags on and mattress pad cover on it. As their return policy supposedly states that they will! The mattress isn't comfortable. I expressed this to the store manager. Instead of exchanging it, he supposedly put in a warranty claim to SpringAir and said within 10 days I'd receive a packet to fill out. Haven't seen it or heard a word from him or Springair. I bought a BRAND NEW luxury Spring Air mattress from this store.

      I am not getting any response or satisfaction from Mattress Giant, or Spring Air mattress company - This is totally unacceptable service and I am appalled with my purchase and would never recommend either to anyone.

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        1 Response
        • Ju
          Judith Cantwell Jul 02, 2010

          Ordered and placed an order for a matress on 06/25/10, paid for it on credit card and was told that it would be delivered on monday june 28 and it was not deliverered. I weas told that the next day that it could be delivered would be on wendsday June 30 or Saturday June 30 or Saturday July 3, 2010. The salesmen that sold me the matress just called me and said that they could not deliver mattress on Saturday as they do not have this matress in stock. After giving them the three days to deliver [Mon. weds and saturday as the delivery dates for thios area] now I have been informed that the matress will not be here until next weds.. I am expecting company from out of state this weekend to spend the holiday together and have no bed for them !!! Needless to say we are all upset with mattress giant and I may have to cancel my order and go somepalce else to get a mattress tonight for this weekend.

          0 Votes

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