San Diego woman gets refunded more than $5K for undelivered bed

Дата публикации: 13-02-2026 10:52:44

A San Diego woman says she is finally resting easier after getting a refund for a mattress that was never delivered — a refund she says only came after NBC 7 and Telemundo 20 Responds contacted the company.
Rosalie Clayton said she purchased the adjustable bed on December 26th and was told it would be delivered the next day. She paid more than $5,400 and was excited about the new mattress.
“I lay on it, and he had it go up and down and everything else you could think of. And I was like in heaven,” Clayton said. “Everything was perfect, and I was totally stoked.”
However, the next morning, Clayton said she received a phone call saying there was a problem with her order.
Rosalie Clayton talks about the frustration she felt when her refund didn’t show up when it was supposed to.
“We were getting up to tear the room apart, and I got a telephone call. Something’s wrong, nothing’s in the warehouse that matches what I ordered, and it’s going to be delayed two days,” Clayton said.
She said the delivery was postponed again after that. Frustrated, she and her husband decided to cancel the order altogether.
According to her receipt, Clayton was supposed to receive her refund within 7-10 days. But she said the money never arrived.
“So basically, I start doing some follow-up, like on the 8th, on the 9th, the 13th, January 17th, every time I call, it’s the roboanswer. I can’t get a hold of a person,” Clayton said.
After weeks of trying to reach someone, Clayton contacted NBC 7 Responds on Jan. 21. The following day, NBC 7 Responds emailed Mattress Firm to ask about the status of her refund.
The company replied that it would look into the matter. About a week later, Clayton said she received her money back and even got a follow-up phone call.
“I just thought it was weird that someone was following up, asking me if I got the check,” Clayton said.
In a statement to NBC 7 Responds, the company said:
“Our customers are very important to us, and we apologize for the miscommunication. We have confirmed that their refund was received, and we will review our processes to ensure refund timelines are communicated more clearly moving forward.
With the refund back in her account, Clayton said she has since purchased a different mattress and is finally able to put her frustrations to rest.
“The fact that you responded so fast and I did not know it happened that fast, you know, I was just like, ‘Oh, thank God somebody was listening and paid attention,’” Clayton said.
Clayton said one key lesson from the experience was keeping detailed records of every call and email.
Consumer advocates often recommend documenting all communication with a company in case issues arise later.
This story was originally reported for broadcast by NBC San Diego. AI tools helped convert the story to a digital article, and an NBC San Diego journalist edited the article for publication.

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