American Mattress — Hotel in Plymouth Charter Township

I had the wonderful help of a sale associate Kevin on the phone who took the time to listen to my needs, including mattress style + delivery window (moving across country). Everything went great until my card was charged. One charge went thru but with what I was told was an “error”. The next one didn’t go thru, only to be told by a customer service agent my bank was blocking the charge. I called bank and they said not only did they not block it but I was charged THREE TIMES for one mattress. Fine, mistakes can happen.

I call customer service back and the woman needed a supervisor to cancel the 2 extra charges. Assured me it would happen Monday (this was on a Friday) and that someone would call me Monday to confirm. No call Monday and left a voicemail that was never returned. Called Tuesday and another voicemail is left again.

Then I get a delivery appt email, only to click thru and see my mattress can only be scheduled for delivery 2 days after the original window. Will have no bed for 4 days after we arrive.

I called again to try to cancel my order, and again no one is answering the phone. My next step tomorrow will be filing a credit card dispute and refusal of delivery. No thank you after this nonsense.

Do not use this company. What an awful experience. I’m ok if there was an initial computer glitch that added extra orders. But to not actively fix it the first business day after and leave $1500 extra charges on my card for days? And not have my mattress delivered on time on top of all this hassle? No way I’ll ever recommend anyone...

UPDATED Apr 28th So I came back to this review and need to change it from a 5 star down to a 1. Neither mattress I purchased at the Presidents Day sale has been delivered. I called repeatedly back to the store, I asked for email updates and some kind of follow through.

At this stage I've asked for the transaction to be canceled but the three day commitment to cancel has turned into over a week ago and it's still not resolved. Next steps will be to pursue a charge back as literally no promises out of US Mattress and the local store mgmt has materialized.. a promise of a discount doesn't matter if the mattress doesn't appear. Also why would I ever expect you to honor your commitment to discount when you can't even honor a commitment to keep me in the loop?

This experience has convinced me that US mattress or American Mattress or who ever owns this store isn't worth your trust.

Leaving up the earlier review just to demonstrate how jarring it became with over 2 months of squandered good will.

• PREVIOUS REVIEW *

Had a great experience with Kyle at the Plymouth store! He helped breakdown the difference mattress features into something understandable and useful to the decision making process. I highly appreciated using his easy to digest description of the differences between the makes and models of the different companies.

The US Mattress website and video reviews are 👌 excellent! Once we narrowed in on a few specific models we were able to use the site to understand the differences and made a quick purchasing...

UPDATE: I walked out of my buying experience on 2/22 excited for a new mattress. I was told that my estimated delivery date was 3/15. As time went on and I did not hear anything about a potential delivery time, I contacted the store. This was on 3/14. I did not receive a call back. I called again on 3/15 and was told that my delivery had changed to 4/1. A few more weeks passed and I once again did not receive any updates or delivery confirmation times so I called on 3/29. Gary told me that I would receive a call from his boss on Monday, 3/31. By 5:30 pm on Monday, I still had not received a phone call and once again had call the store. I was told that I would receive an update the next day and would receive money back from my troubles. I was informed today that they have finally located a mattress from a different region and they will be shipping it to Michigan by the weekend. However, the delivery should be 4/8 "just in case" it takes longer than expected. No compensation was ever mentioned.

I recognize that deliveries can change and there are just some things out of our control however, there is no excuse for the complete lack of communication from American Mattress. No one ever cared to update me on my order or let me know that my delivery date changed multiple times.

I highly recommend saving yourself the headache and going...