US-Mattress

I purchased a mattress 6 months ago and after 90 days of trial, my wife and I experience lots of lower backache. We reached out to customer service to get help with exchange under "120 night in home trial". After 3 weeks of multiple calls and emails... customer service contacted us (3 weeks after). My Wife and I had to go to some local mattress stores to see what we like to exchange the mattress with. After all the headache, backache and wasted time - we were ready to exchange and we were informed that it already passed the 120 night trial time frame and it's not going to happen! Thank you for your loyalty and professional customer service that you don't have. Don't recommend buying anything from thieves.

I ordered 2 matching mattresses and box springs 8 wks ago. The delivery was scheduled for today amd when they got here, they only had one of the mattress sets. My delivery order and conformation said 2 of each would be delivered today. The delivery men were stumped. When I called the delivery company they said they would research it and call me back, waited all day amd ever heard anything so I called US mattress and told them what happened, they said they would look into it & call me back within 72 hours. They've had my thousands of dollars for eight wks! I've never had anything like this happened to me before.
It's Unacceptable! The delivery people took our 2 old mattresses, and since we only received one set, we are short an entire bed. I wish I had ordered from a reputable large store instead of this online sham which was only $200 less for the same items at a well known store. I strongly suggest you do not order anything from this company.

After trying many mattresses in stores I found the one I wanted at US Mattress for less money and it included free box spring, free bed frame and free delivery plus $300 Visa Gift Card. Unfortunately the mattress ended up being to firm. I contacted US Mattress and they exchanged it for a soft mattress, picked up my old mattress, delivered the new one free of charge and gave $100 back. This company has amazing customer service. I will not be going anywhere else for my bedding needs from now on and I will recommend them to everyone I know!

I ordered mattress June 20,2021 and they are saying route delivery person has lost my mattress and adjustable base and they can't do nothing for me now! Be aware this place will scam you! $2439. 66. I need my bed or my money!

This company's slogan should be False Promises and poor service. Recently the company offered a 200 gift card part of the mattress purchase. They promised that the gift card would be mailed within a week of purchase. Sadly three weeks later there is no gift card and the company claims they are "out of stock with no restock date in site" This company will bait you and switch you false promises. Take your business elsewhere as soon as possible.

After waiting a month, US Mattress could not tell me where my mattress was, so I cancelled my order. First, they made me speak to 4 different people trying to coerce me to not cancel my order. When I told them my mind was made up, they informed me that there were no refunds after 24 hours and a $250 "restocking fee" for cancellations. None of that was explained on their website under their Return/Cancellation Policy -

"Any orders that can be stopped with the vendor will have no cancellation fee. Otherwise, return shipping charges will be incurred."

The rep couldn't explain why the 24 hour limit wasn't mentioned, or why return shipping costs $250. These unstated policies and hidden fees are abusive. I would never trust to do business with US Mattress again.

Unable to get customer service that understands that cancelling an order means that I don't want the order and to cancel the order so I don't receive the order! I gave my entire story to Anna with customer service. She sounded like she knows what she is doing, but that is not the case! Anna told me that the original mattress that I ordered was shipped today! The mattress that I tried to swap it with was still on for shipment! Then, I received an email stating that the 2nd mattress ordered was shipped today! So what is the story? Who knows what they are doing in this company? Take note, I was told by the original salesman Kevin, that the original mattress order had been cancelled. Then, I was told, by Anna, that the original mattress AND the replacement mattress were BOTH still on order! Can someone explain how hard it is to cancel an order BEFORE IT SHIPS OUT. Don't go down the rabbit hole with this company.

BUYER BEWARE! Purchased 3 mattresses from US Mattress because online it says "120 days money back guarantee" on their website. I tried to return 2 of the mattresses and am told they don't offer Money Back Only exchange. Multiple calls/emails later I get a manager who tells me they don't offer money back only exchanges and if I want to exchange its $139 fee PLUS additional fees depending on the mattress! If you dont want to give people their money back then DONT list it on your website that you give people their money back! This is false advertising! Multiple complains on the bbb with similar issues, I wish I would of looked at that before I made my purchase here. I WOULD NOT RECOMMEND AND I WILL NEVER PURCHASE FROM THEM AGAIN!

Horrible delivery service!
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!

I ordered a mattress and box spring online on 7/3/2015, and the expected delivery time was 1-2 weeks. I finally got a call on 7/27 to schedule delivery of my order on 7/29 (almost 4 weeks after the order date). On 7/29, I got another call to schedule my delivery for 7/31, which was confusing because I thought I had already scheduled the delivery for 7/29. Turns out that the delivery company was planning to deliver the mattress on 7/29 and the box spring on 7/31. This seemed silly and inconvenient to me, so the delivery company agreed to deliver both the mattress and box spring on 7/31. But on 7/31, the delivery truck only showed up with the mattress and no box spring. After the delivery, I called the delivery company and they promised to call me back on Monday. No call back, so I called them again and they said that the box spring order was "cancelled" and to contact US Mattress. So I called US Mattress, and they didn't seem to know what happened. They said that they may have to reorder the box spring and that I would get a call back with updates. No call back yet, and I have no idea when I'll get my box spring. This is the first time I ordered a mattress online, and I don't think I'll be doing it again, especially not from US Mattress.

. I will wait to buy from someone else. There is more dignity in sleeping on a concrete a patio slab with bugs.

I ordered three pieces; mattress, box spring and frame back in December 2021. Initially I was promised a 12/21 delivery date. After New Years I contacted them and was told it would be delivered 1/21/22. When that came and went I was finally advised that Sealy was no longer making that mattress due to COVID. Excuses and idiots. They have been stringing us along for three months now.
They offered a different mattress they had in their warehouse and acted like they were doing me a favor by shipping it instead. Now it is Febuary 21 and I still have not received anything. I was informed today that the mattress and boxspring made it to a warehouse near me, but they lost the frame in transit!

Seriously inept company. First, shouldn't they have known this mattress was not being made anymore? How can you sell something that isn't even being manufactured? And then keep promising it is coming when it wasn't even being made? Every shipping notification has been false and lead to another apology saying something wasn't right or didn't actually happen.

This is definitely a tale of buyer beware. I have asked for a full refund. Wish me luck.

I ordered Beautyrest Harmony LUX 2000 medium pillowtop and instead got Beautyrest Silver which is like $1300 cheaper mattress! How do they screw up the order and the XPOLogistics delivery guys won't even let me reject the delivery even though I proved it was the wrong mattress! First time ordering from them and a HUGE disappointment! I feel like I got scammed! I contacted them they said I have to take a picture of the lawtag and email them and I'm supposed to hear from them next week. If nothing gets resolved soon I'm going to call my CD company and let them deal with them since my CD company is usually good at reversing the payment. US mattress SUCKS!

You cannot trust this company. They told me I could refund a mattress on an exchange even though it was not part of their policy if I complained enough or did a bad review. So I bought a double sized mattress as it was less expensive than a king to see if I liked it and if I did i would give to my daughter and then buy a king mattress. Well I did not like it, so I sent this email. "Hello, I received the exchange but did not like the mattress unfortunately. I spoke to someone last week about a refund and restocking fee, but they said I could not." I told them though that the last person said if I dont like the exchange I could return as an exception. A supervisor was supposed to call me back and they still have not. Can you please help me in this matter as I simply am a very unhappy customer." After that email, Anna the supervisor eventually got back to me and offered not a return but a final exchange. I said I preferred the refund with a restocking fee as I dont like the experience of not knowing if I will like an online mattress until I receive it, and dont want to have to ask for another exchange. They said unfortunately no even though thats what we told you before. I decided in that moment, not to pay for a more expensive exchange/delivery fee. Unfortunately, I only bought a double size bed as an experiment, and I really cant stand how short a double is compared to a king, and my feet hang over. Now, they are telling me its too late for the exchange they just offered me even though I am willing to pay the exchange fee/delviery fee because its been since july. I have been trying to reach them with no answered calls though for a while now. They also said the company has changed up personnel and anna is no longer in the same department. Even though last week they confirmed she still is a supervisor. Then she emails me after requesting a call back several times stating the changeover as an excuse. Do not buy from these people online if you are not 100% certain of the mattress you want.

I searched for a "JoyBed" (all-natural mattress comprised of wool + cotton) online. The website joybeds.com exists but this becomes confusing as the company is actually us-mattress.com (garden variety mattress store).

I spoke to various salespeople via online chat + phone and explicitly asked several times if the JoyBed had the same firm support as a memory foam mattress and all (without exception) said "YES!"

My complaint with all memory foam mattresses is that while extremely comfortable and supportive, the heat that memory foam produces is intolerable.

I wanted a cooler alternative to memory foam and since the sales team assured me that the JoyBed would fit the bill, I ordered online.

The mattress-in-a-box was delivered. I feel duped. This mattress is so lumpy, so uncomfortable, so awful... I just can't believe it.

You can feel every one of the springs/coils - it's as if a thin sheet was attached to the top of 200 soda cans.

If you have ever had the misfortune of trying to sleep on one of those cheap, fold-out sofa beds (that are 3 inches thick, lumpy with poking coils, and covered with flimsy fabric), you'll get the idea.

Although the website itself says once the mattress-in-a-box has had the plastic removed, one can sleep on it immediately the salespeople said one should allow 24+ hours for the mattress to expand.

The order confirmation email says Please Note: The coils can push together when compressed for shipping. If necessary, firmly shake the corners and the coils will settle back into place and the mattress will regain full length. It can also take several months for the padding to completely expand to its full height. SEVERAL MONTHS?!

(IMO) There is just no way that (future) months will yield enough expansion to disguise the uncomfortable coils of the JoyBed mattress! The salesman said that they have the JoyBed mattresses in the showroom and no one can tell that they even have coils when sitting or lying down on them. I don't see how that can be possible, however.

The lumpy, protruding coils can be felt by lightly running your hand against the side of the JoyBed mattress, even more so by sitting or lying down on one.

They claim to have an unconditional 120-day guarantee but this isn't true. They want a $139 restocking fee if/when a JoyBed is returned.,

JoyBed mattresses are not supportive. Protruding coils jabbing into my back - I can literally feel each coil. Certainly not "firm" - just lumpy.

My advice is to NOT buy from us-mattress.com and that goes double for buying a JoyBed from us-mattress.com