San Diego Woman Receives $5K Mattress Refund After NBC 7 Responds

Rosalie Clayton finally gets her money back after weeks of delays and failed attempts to reach the company.

Published on Feb. 13, 2026

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A San Diego woman named Rosalie Clayton purchased an adjustable bed for over $5,400 in late December, but the mattress was never delivered despite multiple delays. After weeks of unsuccessful attempts to get a refund, Clayton contacted the NBC 7 Responds team, who reached out to the company. Within a week, Clayton received her full refund, along with a follow-up call from the company.

Why it matters

This story highlights the importance of persistence and documentation when dealing with companies over consumer issues. It also demonstrates the value of media advocacy in helping consumers resolve disputes when companies are unresponsive.

The details

Clayton purchased the adjustable bed on December 26th and was initially told it would be delivered the next day. However, the delivery was postponed twice, and Clayton ultimately decided to cancel the order altogether. Despite being promised a refund within 7-10 days, Clayton said the money never arrived. After weeks of unsuccessful attempts to reach the company, she contacted the NBC 7 Responds team, who reached out to Mattress Firm. About a week later, Clayton received her full $5,422 refund, along with a follow-up call from the company.

  • Clayton purchased the adjustable bed on December 26th.
  • The initial delivery was supposed to happen the next day, on December 27th.
  • The delivery was postponed twice, with the final cancellation occurring in early January.
  • Clayton was supposed to receive her refund within 7-10 days, but it never arrived.
  • Clayton contacted NBC 7 Responds on January 21st, and the team reached out to Mattress Firm the following day.

The players

Rosalie Clayton

A San Diego woman who purchased an adjustable bed for over $5,400 but never received the delivery and struggled to get a refund.

Mattress Firm

The company that sold the adjustable bed to Rosalie Clayton and was responsible for processing her refund.

NBC 7 Responds

The consumer advocacy team at NBC San Diego that stepped in to help Rosalie Clayton resolve her refund issue with Mattress Firm.

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What they’re saying

“I just thought it was weird that someone was following up, asking me if I got the check.”

— Rosalie Clayton (nbcsandiego.com)

“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.”

— Mattress Firm (nbcsandiego.com)

What’s next

The company has stated that it will review its processes to improve communication around refund timelines for customers.

The takeaway

This case highlights the value of persistence and documentation when dealing with companies over consumer issues, as well as the importance of media advocacy in helping resolve disputes when companies are unresponsive.