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Report: #495708

Complaint Review: - Johonson City Tennessee

  • Submitted: Wed, September 16, 2009
  • Updated: Thu, March 15, 2012
  • Reported By: Michael — Coon Rapids Minnesota USA
    Johonson City, Tennessee
    United States of America Over night mattress I knew after three minutes this was just a gloified futon. And then they made me keep it so they could charge me a restocking fee. Johonson City, Tennessee

*Consumer Comment: good service fast shipping

*Consumer Comment: Overnight Mattress Tricked into buying two mattresses and over charged.


*Consumer Comment: Pleased with Overnight Mattress

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 About a month ago my wife and I purchased a mattress from, because her boss recently did and with the economy we needed to save some money. The mattress was priced well, about $1,000.00 for a king and you could have one side firmer then the other which was cool. when we got the mattress we unpacked it and set it up let it expand, because it comes vacuum packed and when my wife layed on it she said and I quote "Oh my god this thing feels like a glorified futon." I agreed with her but I can sleep on a piece of plywood. The mattress did some sort of rippling on the edges and threads were already coming undone. My wife wanted to return the mattress right away and with their 120 return policy we thought it would be easy, but guess what. First they make you sleep on the mattress for 30 days AT LEAST. And then after thats done you have to go through this thing about putting it in a mattress bag and boxing it and they send a truck to pick it up. We were thinking fine whatever ,so we get it picked up. Then we get an e-mail from these guys saying they are gonna charge up a 20% restocking fee which is about $200.00 because there was a stain the size of a penny maybe and some pet hair on it. Now anyone that has pets knows the hair gets EVERYWHERE and we have 2 cats and 2 dogs. If they would have just let us return it when WE wanted to instead of making us sleep on it we wouldn't have this problem. I would never use ever again and would STRONGLY suggest you never use them the transaction was horrible and expensive. Thank you for reading I hope I help at least one person with this.And the Better Business Bureau has been notified.

This report was posted on Ripoff Report on 09/16/2009 09:55 AM 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 Consumer Comment

good service fast shipping

AUTHOR: jennifer - ()

 I have used overnight mattress twice and have been very happy first i purchased a king size mattress the mattress i recieved was one step above what i ordered so they could fulfill the order on time. Once we received that mattress another family memeber liked it so much we ordered a second matteress same smooth delivery no loading truck riding to town these purchases have greatly improved our quality of life and i am ready to buy two mattresses for my girls. When I read the fine print on all major mattress companies I found that any stains damage etc makes returns very hard so all of my mattresses go into a waterproof mite proof cover followed by a good mattress pad good cheap insurance if you have pets kids and allergies. Good luck to all I hope this helps anyone who is making any matteress purchase.

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#2 Consumer Comment

Overnight Mattress Tricked into buying two mattresses and over charged.

AUTHOR: Jim Mckenna - (United States of America)

To: Brad S., President
Overnight Mattress


I purchased 1 king size mattress from overnight mattress in July of 2011. I was not happy with the mattress well within your 120 day policy and I let your company known via phone call and email. I spoke to Ben and Vlad. Vlad kept saying he would call me back, and never would. When I finally got to talk to Vald, he said it would not be a problem. I told him the mattress I wanted to exchange, he took down the my credit card number and told me I would be billed for the difference.  Then he said since I brought the original mattress off from their amazon store, there 120 policy does not apply. I informed Vald that the email I got when I purchased the mattress does in fact say that I do have to 120 policy.  Vald agreed and said it still should not be a problem but he would have to talk to his manager first. Again I never got a call back from Vlad but a week later, the new mattress show up at my door. When I checked my CC statement, it said I was charged 1119.00, not the difference of the two mattresses. On top of the 1119  was $100 more than the cost of the mattress I was trying to exchange. I called overnight mattress again, I spoke to Ben who said he would resolve this and call me back. Again no call back, when I reached Ben he said he would be sending a truck Friday. No truck came. I called Ben, he said he would have to talk to person in charge of trucking and call me back. That was a week ago, I got no call back. When I try to call your company, it says Im first in line but no one picks up. What do I do at this point? I have two mattresses???? I feel I was tricked and you are not honoring your return policy you pride yourselves on.  Please contact me ASAP. Order# 27991   

From: Jim
To: "" <>
Sent: Wednesday, January 18, 2012 3:55 PM
Subject: Re: Has Shipped
Thank you I got the replacement mattress.  Two things,
1. There was no return shipping label for the mattress I'm exchanging.  
2. My credit card was billed 1119.00. My understanding was that you were going to bill me the difference between the two mattresses, at the time when I called, the mattress was listed $1,099.00.  I guess you billed me for the full price, plus $100 without my authorization.
Please let me know how we can resolve this.

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#3 REBUTTAL Owner of company


AUTHOR: Overnight Mattress - (United States of America)

WE'VE IMPROVED OUR RETURN POLICY. Based on a few complaints about our return process, we've improved the return policy to never charge any fees for returning a mattress with stains, hairs, dirt, etc. A customer can simply package the mattress they wish to return, and we'll have it picked up at our expense and issue a full 100% refund. Out of tens of thousands of mattresses we've sold, we've had only a couple disgruntled customers that did not receive a full refund for returning a stained mattress and have posted negative reviews on various websites about the return policy. In response to this to improve customer satisfaction, we've have implemented this new policy. To inquire more about this new return policy, please call our customer care at 888-883-6251.

Thank you,

Brad S., President
Overnight Mattress
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#4 Consumer Comment

Pleased with Overnight Mattress

AUTHOR: HeartHealth - (USA)

I purchased a mattress from OvernightMattress for my parents.  Unfortunately, the mattress did not work out for them.  They are very used to a traditional style spring mattress.  I did follow the return policy, and they did try it for 30 days to give it an honest chance to get used to it. 

I contacted OM to return the product.  I filled out the return form.  They offered me a few options but my parents just wanted to return the mattress.  We packaged it up in cardboard and plastic, we did not get a mattress box because we were never told we had to.  They said as long as we had it packaged and protected well with cardboard (even if just pieced together), it would be fine.  Once we packaged it up, OM scheduled a pick up.  The truck came right to our house and picked it up. 

Within two weeks, we had a 100% refund.  OM thanked us for our business and for taking care of the product.  I see it this way, if you purchase an outfit from the mall and choose to return it, you can not have hair or stains on it, even if it is minor.  It is about respect.

 In conclusion, even thought OM's product did not work for my parents, they honored their return policy and were very willing to help us.  I think that too many people take advantage of businesses and don't fully read or respect company policies. 
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