Complain about a product or service

Mattress Warehouse

Frank of Williamsburg, VA February 8, 2010

I also had a encounter with this company. I was told to contact the district manager. After 30 attempts I have to give up. I then called the home office and they only reffered me to call him again. Needless to say. my problem has never been resolved. I'm forced to purchase another mattress. I'll never do business with them again!

Craig of Williamsburg, VA February 1, 2010

My wife & I purchased a Simmon's king mattress & box spring set on Sunday, 1/17/09. Upon delivery on 1/23, the corner of the mattress was found to be soiled from dragging, and the outer plastic cover torn. The mattress showed signs of melt from being dragged. I contacted the salesman, Robert, who advised me to accept the mattress and make note of the damage on the delivery ticket, which I did. We also made an appointment for replacement on the following Friday, 1/29/09.

On Wednesday, 1/27/09, I got a call from Robert teh salesman, who said the replacement had been denied by his district mgr, Ryan M . It seems Simmons Mattress Co. will not accept returns, and Mattress Warehouse will not honor their policy because of it. Several calls have been made to the District Mgr, none of which have been returned. The Williamsburg store will not deal with the claim, and continues to refer me to their district Mgr. I've filed a warranty claim from the Mattress Warehouse website, but I expect little to no action.

Brenda of Parkville, MD January 27, 2010

Purchased a Mattess and BoxSpring was delivered on 12/30/09 by Mike G. Boxspring had a hole which they had tried to repair but had reopened requested that they take the boxspring and mattress back "Mike said we can not do that" I called the store and spoke to Joe the Manager of the location while Mike was still here in my home, Joe stated they would do what is called an In and Out on the boxspring but Mike could not put it back on the truck...Mike wrote on the paperwork which states that the customer was satisfied IN/OUT boxspring has scratch or hole on FND. I watched him write this on the form and then I signed the form. I also made him sign my receipt stating the condition of the boxspring and he signed his name. Joe assured me that I would have a new boxspring on Monday...

I never heard from them and never received the boxspring..I called them on January 4, 2010 and spoke to Brian he said that he would investigate it and call me back, well he never called me back. Called again on January 5th spoke to Dan (who was not very nice and very nasty and hung up on me) he stated prior to hanging up that he was just filling in for Joe because he was not in the office. Went to the store on January 5, 2010 spoke to Dan, while I was standing there Dan claimed to be calling the Corporate Headquarters and stated that there was no request on file for the IN/OUT (I watched Mike write it on the receipt on the day it was delivered) he said that Joe would put the request in when he returned to the office. I had Dan sign my receipt stating requested IN/OUT he stated that Joe would call me with the delivery date.

Did not hear from Joe. Called Joe on January 14th he stated that he would look into it, Joe called me back and stated that there was no record of the request from the paperwork or the telephone call that Dan made on January 5th. He stated that he had put in a request to the Corporate Office but had not heard back from the yet...I called the store on January 26th spoke to Bill he stated that Joe was a Corporate for a meeting and would not be back until Thursday. I called corporate headquarters on January 26th at 4p.m. left a message on the answering machine (of course no one called me back) Called Corporate again today January 27, 2010 spoke to Nick he stated that they have no request for an IN/OUT under my name, he transferred me to Winston, who only has an answering machine that say Winston, left a message for Winston to call me back.

Patty of Gum Spring, VA January 25, 2010

Purchased bed frame 4 days ago. Didn't need after all. Took back. Won't refund even with receipt. Only will give store credit which I don't need. Small print at the bottom says no refunds. I was not told about this policy last week when I bought it. Clerk contacted dist. mgr but he would only approve store credit. I asked for his # and she gave me a # that only gets me voice mail. I've left messages with that # and customer service, with no return call.

Do not shop there ever. The lady was also rude. After me telling her it was unopened, etc., she told the dist. mgr that it was taped but she couldn't really tell if it had been retaped or not. I had no reason to lie to her. I bought another one the same day at Costco which was made much better. Didn't need this one.

Betty of STUART, VA January 9, 2010

Saturday, Dec 19 -- ordered, paid for and was promised store arrival of a headboard Tuesday, Dec 22 -- bank statement indicates the store has received my money Wednesday -- notified the headboard was not on the truck; told one of the two ordered had been shipped. . .just not mine. Told next truck was due January 6 (how long a holiday vacation does one need?) Jan 6 -- no communication from the store Jan 7 -- called store at 3:45 and told 'oh, yes -- it's here" Why wasn't I called?

Requested delivery since they had failed to deliver to the store on time, I was no longer in town to handle the delivery (as planned) and my son doesn't have the vehicle to accomodate the headboard. Toby said she would contact the DM and call me back. 4:15 (and thirty minutes later) I called again... "oh, he hasn't returned my call." Told Toby I wanted to speak with him. . . okay! 4:55 -- closing time, still no return call -- so I call again. Still no DM, 'what would you like me to do?" What! Has she not been listening? I want the headboard at my son's home in Elkton (25 minute drive -- max!).

Okay -- so the stockboy lives nearby and will deliver it tomorrow. I gave Toby all my son's phone numbers. . . guess what! NO CALLS, NO DELIVERY -- NADA! What really irks me is that each time I have called I have introduced myself and each time I get 'how can I help you?' -- as if she didn't know! My son wants me to get my money back, I don't want to let them off the hook so easily -- I am headed for the Attorney General's office. Oh, and don't call the 'other' MW, SH, MW stores located in WVA, OH, etc -- they have nothing to do with the Virginia-Maryland ownership (same logos, same stuff, same attitude! -- isn't that against corporate law?)

Katherine of Port Matilda, PA January 8, 2010

My daughter and I came into the store because of an advertisement "Buy One Get One Free, Bring a friend and split the cost. Makes a great gift idea!" We asked specifically if we could buy mattresses and have them delivered to Washington, DC and Baltimore MD. We were told this would not be a problem. Later, when we made arrangements to have the beds delivered we were told that "Buy on get one free" specials had to be delivered to the same address. I offered to pay an additional delivery fee and I was told that was not possible!

My local store was sympathetic but unable to have management change their mind.I spoke to the delivery warehouse in Fredrick, MD and I was told it was out of their control. I asked to speak to the district manager but everyone refused to give me his number. The advertising was false and then the store's refusal to honor a sell it had already made was amazingly shortsighted. It is the most unusual case of a store refusing to sell their product to a paying customer that I have ever heard of. If you are thinking about going to Mattress Warehouse, save yourself a lot of trouble and look else where.

catherine of dana point, CA January 4, 2010

For all of you mattress wharehouse costumers: You can file a complaint with the US Attorney General's office in your state. You can find it online - the form can be sent online I think, or printed and faxed. Please print a copy for you to retain, and send a copy to the manager of the store you bought from. You can also file a complaint with the mattress manufacturer and ask for a replacement or you will file a complain against them with the US Attorney General's office. It does not cost to much to file a case with small claims court - in CA it is 50 to file and 50 to have the manager served at the place of business. This DOES get their attention - best of luck

Bridget of Martinsburg, WV December 28, 2009

I purchased a mattress for my 9yr. old and a crib mattress for my 2 yr. old on Nov. 28th. I did not receive any paper work the day of the sale (big mistake on my part) I trusted the salesman which was a another big mistake. I should have read the reviews regarding Mattress Warehouse because they are true. I was told my order would be ready for pickup the following Friday.

When I arrived after making special arrangements to borrow a truck I was told my order was not in so what do you want us to do in a very rude way. I then asked the sales lady if I could get free delivery. After going back and forth she made a few reluctant phone calls and said yes I could have them delivered for free BUT the low profile box spring was not in stock so did I want to try the regular box spring? I said I would as I did not want to be too much trouble.

The crib mattress was not in stock and they did not know when they would get that in. I asked them to readjust my order taking the crib mattress off because I needed it now.. This still has not been done . My mattress set was delivered as promised (the only plus for this company) however the delivery men could not speak English and did NOT set the mattress up for me. After they left I set it up and realized this set was way too big for my daughter"s bed.

I could not even get on the bed so I called and spoke to Charles who was very rude and asked if I could exchange this mattress as it clearly was not going to work on her bed. He said they have a no exchange policy which was never mentioned at ANY time to me and of course I still do not have any paperwork to read since it is somehow not ready. So if there is a no exchange policy how can they advertise the money back guarantee?

This is a complete lie since they do NOT give your money back. It is a hassle to contact the main office as no one calls you back. I have made several attempts to contact customer service. The receptionist does not even give you a chance to speak to her giving me the impression they are used to complaints. i just want a mattress that works for my child. Is that too much to ask?

I guess I will have to take it to small claims court especially since I now have a mattress that can not be used, no paperwork , and can not get any customer satisfaction from this company. I will also contact the BBB and the attorney general's office. I am not paying for something I can not use! What happened to good customer service? They pretty much have told me there is nothing they are WILLING to do. They just have an I don't care attitude.

Richard of Severn, MD December 22, 2009

we bought a set of simmons queen set of mattresses and when they delivered the set my 78 year old mother signed for them,she in no way could of inspected them when we called to complain of the boarder being broke down on employee told us that we bought them and it was our problem,we have gotten no help from anyone,after reading some of the complaints from this site I feel that mattrss warehouse must buy damaged goods and then they sell them to unknowing customers and they are basicly stuck with them

Derrick of Harrisonburg, VA December 16, 2009

Well, i read all of these stories and i can confirm that Mattress Warehouse does do some shady stuff with their customers as far as customer service. Not only do they treat customers like crap, they treat employees like crap as well. I'm a sub contracted delivery guy, have been working for them for for nearly 8 months. I come in and call the delivery customers and deliver their purchse to them.

The problem with the mattress warehouse is that they have slow paid me numerous times for the deliveries. When agreed to work for them, i was told i'd be paid 1-2 weeks. There have been times i've went 2-3 weeks many many times, and now, the latest being 5 weeks for one batch of deliveries, 4 weeks for the next batch of deliveries, and waiting 2 weeks on the last sent batch of deliveries. I also, have sitting in the store, another batch of deliveries that need to be sent in for payment, but i haven't received the last money they were supposed to pay me and don't want to confuse them. ATM, they owe me about 2500 and the next batch to be sent in is worth about 750.

Everyone i talk to, i get the run around, which is mainly the DM for that store. When i call the corporate #, i get some receptionist that is very unwilling to help, telling me to deal with the dm of the store. I told her i am getting no where with him, adn would like to speak to someone higher up, like karen, who supposedly cuts my checks to see if i can get an idea when they were sent out. THe last time i called, which was yesterday, the receptionist told me she was not getting involved and that it "wasn't her problem" then sen t me off to another voicemail and still haven't got a call back. I'm not the only delivery driver to have these kind of problems, it seems all delivery guys fromt his store, has had the same problem and is the reason they left. It is totally ridiculous the way they have handled my situation, and i've seen some cases where it was totally bad business practice they way the handled customer complaints. I'm not only saying this about their bad customer service cause i'm disgruntled, i'm saying this because i've seen it 1st hand. Thats my story..

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