Report: #860608

Complaint Review: Mattress Marshals

  • Submitted: Wed, March 28, 2012
  • Updated: Tue, January 22, 2013
  • Reported By: Mike Posner — New York New York United States of America
  • Mattress Marshals
    United States of America

Show customers why they should trust your business over your competitors...

Mattress Marshals is a 3rd party company designed to make sure your warranty on your mattress will keep you from getting a new mattress. The company is set up and paid for by the large mattress retailers, to make it so you can not get a new mattress in any way. They make sure that no matter how bad your bed is it does not fail inspection. Also I have spoken with the technicians, and they have told me that it was their job to make sure they don't give anyone a mattress.  
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This report was posted on Ripoff Report on 03/28/2012 02:42 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Owner of company

regular issues

AUTHOR: samiam - ()

If mattress marshalls is so good at what they do then why if there is a common problem with the same mattress they do not recommend to recall mattresses with the  same problem over and over same manufacturer same product defects over and over.  they should watch themselves like SLEEPYS and they are not once again slammed with another class action suit.  they way the inspection mattresses is alot like the owner of there company.  A thief and liar.

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#2 UPDATE EX-employee responds

Mattress Marshals is NOT a joke.

AUTHOR: Anonymous - ()

I would like to respond to you and others who are suspicious about Mattress Marshals and their validity.  I am a former employee of this company who has moved on so I have absolutely nothing to gain from saying this.  Mattress Marshals is a real company with a real purpose--to investigate defects of mattress sets.  Though some of you might disagree with their methods of measuring for impressions, they are accurate and MOST consumers completely understand why they do it like that. doing and why.  No one can be lying on the mattress during an inspection.  Would you go see a foot doctor and refuse to take off your shoe?  Impressions with no one lying on it gives the manufacturer an idea of how bad it could be if someone actually was on it.  Does that make sense?

As far as saying that the inspectors "make sure no one's claim is honored" is 100% FALSE.  The owner of the company is absolutely correct about his inspectors not making or influencing any decisions about whether or not a warranty claim is approved or denied.  They are neutral and don't care if you're approved or not--they are only there to collect information and leave.  They get paid whether you get a new mattress or not, it doesn't matter to them.  Perhaps you had the misfortune of coming across a shady inspector who did not follow prodecures and said this nonsense.  But I can tell you that the company does not tolerate that and people who do it get fired.  They thought I told a customer that she would get a new mattress (I didn't) and they cut my hours!  So that tells you right there--they don't mess around. 

So please, know your facts before you publicly blast a company and potentially ruin the reputation of a business. Now you heard it from someone other than the owner. 

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#3 Consumer Comment

I am a Victim of this so called inspection by this company

AUTHOR: Robbed Consumer - ()

The same thing happend to me and now im stuck with a $2000 mattress that IS defective for the same reason. YES this companys reports to the mattress company you buy your product from DOES affect whether or not you get the PROPER help and exchange that is NEEDED. Their "string measurements" and photos DO NOT show whats going on INSIDE your bed where the actual problem is. Therefore these mattress companies that you spend thousand of dollars on will NOT replace or fix your bed problem.

This was a huge hit to my pockets and is unfair that I cannot get the help that they say you will get if anything were to happen to your bed. Plus Im moving out of state where these companies do not service. I am a single parent barely making ends meet so I do not have the luxory of dishing out a couple thousand dollars AGAIN when this should never have happend in the first place. Its a matter of right and wrong and this is completly UNACCEPTABLE for anyone no matter their financial situation should have to put up with. 

Maybe if they were in the situation themselves they would better understand and LISTEN to the customer as to what the problem with the matress is so they could better/effectively inspect what the actual issue is, not the measurement of an indentation is that has NOTHING to do with the area of the mattress that is having the problem.


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#4 REBUTTAL Owner of company

How can I help you...?

AUTHOR: Mattress Marshals - (USA)

My name and phone are clearly listed on this report... While you hide in anonymity. I would be happy to speak to you one on one and address your issue. I hope to hear from you soon.  Perhaps you can come and work with Mattress Marshals so you can see for yourself how the system works... If you have the courage.
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#5 Consumer Comment

Mattress Marshals is a joke

AUTHOR: anonymous - (United States of America)

Pulling a string across the top of a mattress and taking pictures in my opinion does not constitute a full evaluation of a mattress. This method of evaluation does not use any weight to measure compression of a mattress. It only measures what is seen on the surface. Any body off the street can take a string and pull it across the top of a mattress and take pictures. I am just telling you what they did at my house.
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#6 REBUTTAL Owner of company

Mattress Marshals Rebuttal

AUTHOR: Mattress Marshals - (United States of America)

Hello. As the owner of Mattress Marshals,Inc. I would like to offer a rebuttal, called the truth! Mattress Marshals has zero influence to the outcome of any consumers claim about a Sleep Set. Although, the writer seems to think we do. Our duties include, simply reporting the in-home condition of the sleep set as it rests in the customers home and reporting that information to our customer. Since Mattress Marshals does not make or sell any merchandise, we are not motivated in anyway to offer a solution to the consumer. That is handled by the retailer of manufacturer of the sleep set. Anyone, at any time, can go to our website and watch a 20 minutes video of exactly what we do and why. You will see there very clearly that we offer no decision to any consumer and have no influence over the outcome.  I invite anyone interested in learning the truth about this complaint to do just that. Thank you to all that have read this response.

Larry Frank, Owner of Mattress Marshals, Inc

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#7 Consumer Comment

Mattress Marshals is a joke

AUTHOR: anonymous - (United States of America)

They came out to my house and the only thing they did was measure if the surface had any indentions in it 
they did not check the real problem we had with the mattress which was that it had varying degrees of support depending where you were sleeping on it. The guy stated that he was not allowed to lay down or sit on the bed. At one point he stated that we should get rid of our side rails and foot board and attach the bed to the wall. This made no sense as the problem was not the foundation but the mattress breaking down internally. I got the impression that this inspection was used to cover the manufacturer. 
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#8 REBUTTAL Owner of company

The Truth About Mattress Marshals!

AUTHOR: Mattress Marshals - (United States of America)

Mattress Marshals Inc, Is a 3rd party company, that's about all the consumer got correct. Mattress Marshals is under contract with most major bedding retailers and manufactures around the Country, to simply perform a sleep set evaluation on complaining consumer sleep sets. Mattress Marshals invented the process that is correctly being used and is the most widely excepted. We provide information only and make no determination to the outcome of any customers complaint. We use the internet to process our information and that allows for quicker resolution to customers issue. Mattress Marshals takes digital photo and fills out a report as the merchandize sits in the customers home. We forward this information to the correct party for warranty review and determination. We make no claim or assertion about the quality of ,or if the merchandize will be replaced or not. We are in noway motivated to deny a consumer anything because we do not warranty any product.

I can see if the customer did not get a favorable response from the retailer or manufacturer or a warranty replacement, how they could assume Mattress Marshals caused the issue. The fact is, we can never influence a report either way. We take pictures of everything and have to show those to the companies how are responsible for the warranty process.

Anyone can see what we do by going to and viewing our Inspection Demo. It's all there in color, with sound and for you to see.
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