Mattress Insider Complaints – What We Do When Things Go Wrong
We understand that ordering a mattress online – especially a custom one – comes with questions and concerns. At Mattress Insider, we’ve served over 200,000 customers since 2008, and while we strive for 5-star experiences every time, we know that things don’t always go perfectly. When that happens, our goal is simple: make it right.
Below, you’ll find answers to the most common concerns and how we handle them.
Frequently Asked Questions
📦 “What if my mattress arrives damaged?”
We carefully package every mattress, but in rare cases, shipping mishaps can occur. If your mattress arrives damaged, please take photos of the packaging and the product and contact us right away. We’ll assess the issue and either replace or refund your purchase depending on the situation. We cover all shipping costs in cases of verified shipping damage.
💤 “What if the mattress feels different than I expected?”
We offer a 365 Night Guarantee on non-customized orders, giving you time to truly try your mattress and decide if it’s right for you. If you’re not 100% satisfied after sleeping on it for at least two weeks, contact us to begin the return process.
During the first 60 days, we’ll ask you to donate the mattress to a registered non-profit charity. Once the donation is confirmed and approved with a Donation Authorization (DA), we’ll issue a full refund. After 60 days, you can return the mattress directly to us — we’ll provide a Return Merchandise Authorization (RMA), and your refund will be processed minus a $59 restocking fee. Return shipping is the customer’s responsibility, and the mattress must be postmarked by day 365.
Please note: The 365 Night Guarantee does not apply to custom-size mattresses.
📏 “What if the size is wrong?”
Every mattress we make is cut to your specific dimensions, which is why it’s so important to double-check your measurements before placing an order. If the mattress we deliver doesn’t match the size you ordered, we’ll fix it at no cost to you. If the error is on the customer’s end, we’ll still work with you to find a fair solution.
⏳ “How long will it take to get my mattress?”
Most orders ship within 5-10 business days, though turnaround times can vary based on customization and demand. Once shipped, we’ll provide tracking information and support in case of any delivery issues.
💳 “What if I need to cancel or change my order?”
Because each mattress is made-to-order, we recommend contacting us within 24 hours if you need to make changes or cancel. After production begins, cancellations may not be possible. That said, if you run into an issue, contact us and we’ll do our best to work with you on a fair resolution.
🤝 “How does Mattress Insider resolve complaints?”
We treat every concern as an opportunity to improve. Whether it’s a quality issue, a shipping delay, or an unexpected hiccup – our support team is trained to listen, investigate, and find solutions. Many of our 5-star reviews come from customers who experienced a problem, but were impressed with how we handled it.
