US-Mattress

A-​OK for a 3 stars wouldn’t be accurate. I’d give maybe 2.5 stars… Trying to reach a person and callback to C. Service was difficult until I filed a complaint. Valerie at US Mattress ended up helping me, it was not her fault. the problem ended up appearing to be the delivery company’s problem (they (MXD) «lost» my item in transit… when logistics is your thing, how can you screw up this bad with tracking?) but U.S. Mattress could not figure out nor describe why my order got lost in transit. It took filing a complaint with Google trusted stores and the BBB to get communication, which at best was vague. How does one lose a mattress? Why did US Mattress choose a delivery company with such a bad reputation? In the end, it did work out, but I’m not sure I would have ordered had I known that it would take close to a month to get my order and such a headache. They offered me a 10% discount, which I took, but for the hassle of this experience I probably would have avoided it.

I ordered a mattress on Sunday and was (initially) impressed with the idea that it would be delivered so quickly. Their shipping detail page says that orders received on Monday would be delivered on Tuesday afternoon. There is a disclaimer stating that deliver to «remote locations» can take 1 – 4 days extra, but the online tool to confirm specific zip codes does not work. I only live 10 miles outside of Seattle, so I assumed this would not apply to me anyway. I just called the customer service line and was told that my mattress was not shipped today due to a «glitch» and that it would not be delivered until sometime between Thursday and Tuesday. Based on all these other reviews, though, it appears they don’t actually EVER ship anything in a timely manner. I’ve cancelled my order

The mattress received is not what described in the website. Try to avoid this company

I can only sleep on firm mattresses and after checking out the Teagan at Macy’s, I took the plunge ordering the Beautyrest Recharge World Class Phillipsburg II Extra Firm from US-​Mattress online. It’s been 3 months using it, and it’s awesome. Took 2 – 3 weeks to get used to the new mattress, now feels great !
Very happy buying it online and saved a couple hundred dollars. Delivery was within the time range promised, mattress was in perfect brand new condition wrapped in plastic. Delivery guys did a good job putting it where we wanted. Thankfully, it’s been a smooth experience with buying online, as well as the mattress quality.

Wow, I have no idea what to even say! I am so shocked. I have purchased mattresses from here for a couple of years. I never even returned one! Earlier this year, I needed a new mattress for my rental house. (I have a couple houses). So, I ordered from them online. After 3 weeks they cancelled! Frustrating. I decided I would give them the benefit of the doubt, so I ordered again and then cancelled again! Unbelievable. I strongly suggest that if you actually need a mattress — don’t order from them because they don’t fulfill their orders!

We’ve bought 2 mattresses from them for our kids — this last time we ordered it came even quicker than the first. I like how you can search by mattress firmness. The next time we order for our own bed we will order from them — our last experience with Sleep Country wasn’t the best and we paid a lot of money for an uncomfortable bed.

I ordered a Daniadown comforter via US Mattress. Although there is nothing wrong with the comforter, I wanted to return it as it did not compliment my bedroom as anticipated. I returned it and was called and told that they would not accept it as they «found a hair» on it. After some discussion that the simple fact of taking the item out of the packaging the probability of a hair being transferred was high. I spoke with Rick and he would not budge. I will NEVER purchase from them again.

This was my first time purchasing a mattress through an online retailer but the price difference was worth it for me to take that risk. And i am glad I did. The first mattress I ordered delivered super fast, but unfortunately my husband thought it was too firm. So I had to do the exchange, there was $ 99 fee associated with this but this was obvious as this fee was published everywhere on their website, so it wasn’t a suprise. This time my mattress arrived a week late due to the factory delay, I contacted the representative ryan w through the online chat service and he was super helpful keeping me updated on what was causing the delay and when the order was suppose to be shipped. He even did a follow-​up call to make sure that the mattress was delivered timely. I am super happy with the overall customer service and the quality of the mattress. Would definitely buy through them for future needs.

No matter how many times I unsubscribe from their email spam list, they don’t stop sending me email. And, product was damaged upon receiving, but they told me it was my fault and refused to do anything. The metal frame was bent, I assume during shipping, I called it in immediately, but their ‘customer service’ was aggressive and not helpful. Fortunately, the damage was minor and I can live with it… but I shouldn’t have to.
DON’T BUY FROM THESE PEOPLE.

If I could give less than 1 star I would. This place is a complete sham. I ordered a mattress online. After two defective mattresses, I finally ponied up another $ 1030 to upgrade to a mattress that would last more than 2 days. Today I got a call from the delivery company making arrangements for tomorrow. When I inquired they told me they only have the mattress — not the box springs. Well I paid for the box springs, so I called the company and after literally getting into a screaming match, I asked for a supervisor. Only for the supervisor to tell us that we didn’t pay for the box springs. I went on their site and priced out the mattress and box springs, which magically calculate to being EXACTLY what I paid. As I sit right now I’m waiting for the «supervisor» to call me back after she reviews the recorded tapes. The gentlemen (and I use that term with all the sarcasm in the world) I spoke with earlier said that he personally took my order and that he specifically remembered telling me I wasn’t buying the set. I find that interesting because I gave my latest order to a young woman.
You might get your mattress for a couple hundred dollars cheaper, but with the headache that is going to come along with it, do yourself a favor and keep looking. I ordered my set back in May and it is now the end of July and all I have for all my waiting is a defective mattresses and a sore back. Shame on you US-​Mattress.
Oh, they also don’t tell you that the shipping company they use requires that you give them a 5-​hr window. So with all the defective mattresses I will have used 1.5 days of vacation waiting on their delivery person.

OK, so as promised, here is my update. I finally received my mattress two weeks late (which means that I waited nearly four weeks in all). The mattress looks good — it is clean and clearly new. The only problem is that it has a chemical smell, which I hope will air out once it sits outside of its packaging for a little while.
Once Sealy FINALLY shipped the bed to the delivery service, it came the next morning. The delivery-​men were courteous and efficient (though I did not receive a phone call to let me know that they were coming). They set up my frame and bed exactly where I wanted it and were out of my house within 15 minutes. I look forward to sleeping on my new bed tonight!
I am still very unhappy with having to sleep on a futon for two weeks while waiting on my bed to arrive. US-​Mattress really needs to give customers a better idea of when a bed will be delivered so that customers can plan for that. In my case, I went without a bed for two weeks because the delivery date I was given was totally inaccurate.

Buying a mattress should not be a disjointed experience like mine. This is the worst experience I have had buying mattresses anywhere.
I placed an order on July 11. During the sales call, I was told the mattress should arrive within 1 week. For the next 8 days, the online status said «In Manufacturing». Every department I spoke with passed me to another and threw away responsibilities.
— I called Customer service, they did not know much more information, and asked me to contact Sales.
— I called Sales, the 2 persons I spoke with were not able to give any specifics, except that the order is with the manufacturer. They actually asked me to call Customer Service.
— When she gave me a typical generic information and I pressed for specifics, the Sales rep had the guts to tell me «You keep interrupting me, let me finish».
— Then she told me to call the delivery agent (who conveniently is not opened because it’s Sunday).
— Nobody had a clue about detailed information (when/​where the order is), etc. Meanwhile Sleeply’s website can deliver the same mattress to me the next day, at $ 200 less.
Stay away from this.

Although my initial review was just for the delivery drama and I said we were happy with the mattress, we soon realized it was a complete lemon. After a matter of months the springs had worn through and we could feel them when we lay down, and it was extremely uncomfortable. Neither US Mattress nor Sealey would give us any compensation. We made do for several years with an expensive mattress pad, which helped a lot, but our bed was still never comfortable. After almost 5 years, we caved and bought a new mattress from a reputable company and it was like night and day. The mattress from US mattress was the biggest waste of money ever. I will warn everyone I know to avoid this horrible company.

Oh wow. This is the worst shopping experience, I think I have ever had.
All the negative Unilocal reviews are true. Positive reviews clearly work for the website.
Untrue shipping time estimates… check
Damaged and used product… check!
Toxic chemical odor… check
The product literally came with paint all over it. How can you sell a new mattress covered in paint?! It also had grease stains and a horrible chemical odor. Tried sleeping on it and woke up several times choking. Had to inflate an air mattress.
Called them up and they states that we knew what we were purchasing and had seen pictures of the damage… WHAT?! This company is an absolute scam. They sell «new» mattresses that are actually returned mattresses. All have been used in some capacity before, whether it be a return or a floor model.
They also have a NO REFUNDS EVER policy. I have sent some pictures of the damage and we will see what comes of this, but my expectations are low. I will update when they inevitably tell me to pay a $ 99 exchange fee plus freight delivery.
Don’t fall for the reviews on other sites, Unilocal is the only legitimate source. Please beware of what you are getting yourself into!

These mattresses are easy to order and the delivery/​set up is as promised. But the comfort and quality of the mattress is overpriced. You can get the same or better quality from just about any local retailer. And even adjusting for the delivery charge, which US mattress says is «free», you can still get a better overall value from a retailer. I would not recommend US Mattress.

Serta Queen Regal Suite Double Sided Plush
Great mattress, just what we wanted. Nice stitching and cover. We bought it because it is a double sided mattress which seems impossible to find these days. Our hope is that it will last a lot longer than the one sided ones we seem to be forced to buy these days. I have no idea if it is a good price because you can’t find any on the web to compare to. The sale price is also misleading because it is always on sale no matter when you look on their website. I would say it is about a 3.5 on the firmness scale. Seems to be about right, as we are both mostly side sleepers. It has plenty of support yet has a cushy top.
The delivery was ½ hour early, supposed to be 8am but ended up delivering it at 7:30 am. Not a big deal. It came sealed in a bag and inside a box. The guys (a little shady) took it out and carried it in and took my old mattress. The top had a slight snag in it which is also not a big deal but still a little frustrating. If I could order this mattress again with a 2 week or less turn around I would do it again. The 3 week time (supposed to be 2 – 3) seemed excessive but if you are willing to wait it is a great mattress.
4.5 stars on mattress
3 stars on delivery

I ordered a mattress from them on 2÷18÷15 and after waiting for about 2 weeks it was delivered today. I ordered it with in-​home setup and removal service (so called white gloves) and that’s why it took 2 weeks! The delivery people refused to remove the old bed frame! They said we only deliver the mattress! Really?! I purchased a complete set (queen size mattress, box spring and frame). My old bed and mattress are full size… how am I supposed to have a queen size bed in my room while they don’t remove the old one?! Let me make it clear that I had already disassembled the old bed myself and what they had to do was to remove the parts! Simple! After a 5 – 10 minutes argument with delivery people they eventually reluctantly moved the old bed’s part out however they damaged my wall in 2 points but it’s not finished yet! Then they started to install the new bed frame and they said they shipped wrong bed frame and it’s not queen size and they have to return it back! On
when you order bed frame with mattress there is no place for customer to choose a frame size so it’s supposed to come with right frame and if not then it’s not customer fault, right?! They were about to take it back then I noticed that it’s a universal frame and it fits from full to king by simply adjusting it! Evidently they were not aware of that! After playing with the new bed frame they assembled it however it was properly aligned! I asked them to check it again and align it and they refused to do that and they again mentioned that this is not our job to do that and they were like we’re doing you a favor! Excuse me?! So why is it called in-​home setup and removal then?! The delivery people were so rude and unprofessional. I asked the delivery people to give me their receipt so that I can make comments about the damage they caused to my wall and they refused! They said there is no receipt! At this point I called usmattress and after being on hold for good 15 minutes finally I was able to talk to a usmattress agent. She confirmed that the removal service is included and she said she’s going to call the delivery company. She also confirmed that they’re supposed to give me a receipt and that’s where I can file the damage claim. After a long conversation she asked me to give my phone to delivery people and she talked to them… eventually they accepted to give me a receipt (which they refused at first!) however they told the usmattress agent that they didn’t damage my wall! Seriously?! I was whit the guy who was moving the frame and he hit the wall, he saw the damage, he saw me seeing him and few minutes later he said he didn’t! (When I was on the phone with usmattress, delivery people called their supervisor and then they both walked out to their truck and apparently their supervisor instructed them to refuse the fact that they damaged the wall!) After they started lying, I told myself enough is enough and I’m going to refuse the entire delivery and the ussmattress agent also confirmed that I can do that and I’ll get the refund and the delivery company should cover the damage. I documented the damage on the form and refused delivery and they took their stuff out and left. They refused to bring back my old bed/​mattress to my room! I asked the usmattress agent what should I do now and she said you’ll get the refund and you should deal with the delivery company yourself for the damage they caused! (good luck on that!!!). I told the usmattress agent that I purchased my new mattress during the president’s day sales event and now if I want to buy it from somewhere else (local store) they won’t offer me their sales price and I have to wait couple months for another sales event! Right now I have no bed in my room and I asked her whether they can ship the mattress via a different delivery company and she said we don’t have any control on that. Then I said OK, just ship the mattress with your express delivery service at my door (no in-​home setup or anything) and I’ll pay somebody else myself for installation and she said we cannot honor you the same price and you have to pay our current normal price (which is about $ 250 higher)! Seriously?! I fell on ice last weekend and I’m dealing with wrist and back pain… Now I even have no bed in my room to sleep on! Amazing professional response from usmattress agent: go buy it somewhere else! No apologies whatsoever for the damage they caused or for the inconvenience or waste of time! Nothing!

I found shopping to be a pleasurable experience because of the all around awesome service. My mcKinney woods plush queen mattress looked like the mattress I had envisioned since I started shopping. The professional customer service and the specific knowledge won me over.
Two ideal requirements were to have a pillow top, and that it was affordable. I waited a month or two before I did a review, to be sure of what I would write… I’ve been an insomniac since 15, and couldn’t figure how to fix it. But after this purchase I sleep, the best sleep I’ve had. Trust me, this your mattress. If you prefer soft, sink into a cotton cloud feel, this mattress almost seems to form to the shape of your body… You’ll sleep like the dead.

So, I basically had the same experience as Yvonne H. I was stressing out all day after reading the reviews, and wishing that in my extensive research I had looked up reviews for the seller. I had only researched my mattress. :(I had visions of destroyed, smelly, moldy mattresses and wouldn’t let the delivery guys take it off the truck until I inspected it. It appears brand new, and smells like… a mattress, I guess. It was just delivered moments ago, so I have not slept on it yet, but all appears well at the moment.
That said, communication with the delivery company was pretty awful. I received an automated call notifying me of my delivery day, and the message stated they would contact me with a 4 hour window to deliver. I received no call, except the driver calling me at 7 am to tell me he was outside my house. I explained I had to take my son to school, and could not take possession of the mattress at that time, and had thought they were going to call me ahead of time. He went back and forth with the dispatcher for a few minutes, then told me he’d be back at 9pm. I was fine with that. At 7:30pm, he called to say they were 10 minutes away. Fortunately, I was home, and it was fine. The guys were super nice, took their shoes off before coming in the house, asked to clean off the packaging before bringing it inside, and placed the mattress in my bedroom. They took my old mattress with them, and ta-​da, I have a new mattress, with no additional drama.
The biggest problem was earlier, while preparing my bedroom for the delivery, I realized that my existing box spring would work fine, and I probably didn’t need the $ 250 box spring I had ordered with the mattress. I called customer service, and was told that even though it had not been delivered yet, it had been shipped, and therefore, if I did not want the box springs, I would be charged $ 150 in shipping charges to return it. I now have 2 brand new twin sized box springs sitting in my living room, and I suppose I’ll be listing them on Craigslist.
I sure hope this mattress is perfect, since I have no faith that I’ll get any assistance from the company if I’m unhappy, despite their «guarantees». Wishing I had gone local, for sure.

UPDATE: US-​Mattress decided to offer a partial refund due to me getting a weird side-​effect from the Toxic off-​gassing. I was offered a 25% refund. Meaning, I lost 75% of what I paid. They said shipping it back was about $ 200 something. So that was deducted from my refund. At least I got something back.
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ORIGINAL REVIEW:
Purchased a Simmons Beautyrest mattress from these guys and wished I had kept my 12 year old mattress.
First of all, there’s a reason why the site has 4 – 5 stars reviews on their mattresses. They only publish the good reviews. Don’t fall for the trap like I did.
I submitted my reviews for the Beautyrest and they didn’t bother publishing it so now I am here to review the company and the product.
I sent an email to them regarding the smell and they of course just ignored it. So I then decided to submit a review and yep, they didn’t publish it.
Basically the mattress I received smells like mold and some type of toxic chemical. It’s been slowly leeching out of the mattress for 4 days now and the smell is as strong as it was from day 1.
I slept on the mattress for 2 nights. 1 nights was okay, the smell was noticeable but no side effects. 2^nd night I started to get headaches and my ears starting ringing.
That’s when I decided that the mattress had to go. I took it outside to let it air out. Weather is starting to cool so I took it back in and letting it gas out in the living room. It’s been 4 days and it still stinks of mold /​toxic chemicals.
One point, the top right side of my head felt numb. Like it was inflamed or something. Took about 4 hours for it to finally go away.
There should be a huge warning sign on these mattress. I should have went with an Organic Mattress instead. Those aren’t made with toxic memory foam and sprayed with gallons of fire retardant spray.
Wish I knew about the smell. I would have kept my old mattress. I’m sleeping on the floor right now. Thanks US-​Mattress /​Simmons. Thank you.

We purchased a bed on 6÷10÷2014, and was delivered on ⁶⁄₁₈₂ 014. We couldn’t have had a better experience. Our salesman, Brad, was patient and gave us the space we needed (nothing worse than someone looming over you when you’re trying to make a big decision), but was there to answer any questions we had. He answered them honestly, and we ended up with the most comfortable bed and good night’s sleep I’ve had in years.
The delivery team was quick and efficient, as well. They were polite, and set everything up and carried out the old bed without a hitch. They were only here for about 5 – 10 minutes, and gave us good advise on airing the room out (all new Temper-​pedic beds give off a gaseous odor, you do need to ventilate the room for the first couple days!).
I think he said we have 100 days to try out our mattress, if we don’t like it they’ll take it back without a hassle. I don’t think that’s going to be an issue, but it’s nice knowing the option is there. You never know.
Overall, this was the smoothest purchase we’ve made buying furniture. I wish they sold all furnishings, or that other large furniture and appliance stores would take lessons from them on how to handle their customers and business transactions. My mom is in the market for a bed, and I know I’ll be sending her Brad’s way. I recommend you do the same.

My wife and I ordered a Simmons Beautyrest mattress through US-​Mattress recently. The guy we talked to on the phone, Tom, was really helpful. Whenever we had to call back to ask a question or finish an order, we’d ask for him and he’d sort us out. My wife knew exactly which mattress she wanted, and we were able to get a much better price on the mattress than we could get anywhere else we looked. We got the mattress shipped to us a day later than expected, but that’s OK – we’re in St. Louis, not Michigan, and I don’t mind trading an extra day for the deal we got.
I’ll look them up next time I want to buy a mattress.

Problems with Product/​Service
On April 2, 2013 i placed an order for a mattress from
and received it on April 11, 2013. I ordered the Simmons BeautySleep North Hanover Firm Queen size mattress.
The main concerns were firmness and height. I was assured that the mattress was 6.5″ high and the firmness had a comfort rating of 4. On their website their «comfort scale» states that a rating of 2 to 4 is «Hard, Like Sleeping on a Carpeted Floor».
Once the mattress was delivered I was shocked at what I had received. This mattress looked like a mattress that you would find in a shady motel. It mattress was very very thin. Since looks can be deceiving i decided to give it a try. I setup the box on my original box spring. The minute I sat on the bed the mattress went flat. I knew at this moment that mattress wasn’t what I expected. The mattress was not firm at all. I was able to squeeze the mattress together with one had.
With two hands I was able to feel my other hand through the mattress. At that time I also mesaure the mattress and it measured at roughly 5″. Nothing close to the listed high of 6.5″ found on their website. I immediately contacted
to express my concerns with the product. The only thing that the agent could do was explain the «100 day guarantee» which basically stated that you CANNOT return the product but we an exchange it for you for a $ 99 processing fee.
Wow! After spending $ 350 they now expect me to pay more money to receive another mattress that is falsely represented on their website. I then received a call from a gentleman in the Warranties department who emailed me the Comfort Exchange paperwork and additional information about their Mattress Guarantee (basically cut and pasted from their website). At no time while placing my order was I informed about the «non-​refundable» policy and I had look digilently on their website to find it.
Horrible product and experience. WILL NOT RECOMMEND TO ANYONE!