Complain about a product or service

Mattress Warehouse

JOSEPH of BALTIMORE , MD November 3, 2009

this an update on my post on September 17,2009 with Mattress Warehouse in glen burnie and their main office in Frederick MD. Since I last wrote I finally sent a letter to the Simmonds Mattress in Atlata GA. to Mr Fendrich CEO and on September 24 recieved a letter from a MS. Rider SR. Manager consumer services for simmond who told me to call the Lynchburg VA district officer and ask to talk with the regional sales rep concerning this problem.

I called the Lynchburg office of Simmonds Mattress and learned that that was also where my mattresss had been made. The secrtary told me that themanagers were out for the day but she would e/mail the district manager for the Maryland are to call me his name was Mr. Ross. I asked if I could talk to someone in production to find out maybe why these mattress that I had were different from the original and she said she would have a production manager call me which never happened.

I finally recieved a call from Mr. Russ and explianed what had happened he told me he would talk to Mattress Warehouse and get this straightened out. After a week I called him back he asked if he could come to my house the next day with his assistant named Jackie to look at the mattress.

On the 13th of October at about 130 pm they both showed up. I showed them the mattress and he just looked at it ran his hand over it while his assistant took pictures of the tags on the mattress I asked then tho lye on the matress to see how uncomfortable it was and told him that I had paid 100.00 for a mattress pad just so I could sleep on it and they said thats ok we got what we need and said they were going to the Glenburnie store to check out the mattress in the store and talk to the manger Mr. Aslam and would call me back the next day.

After about 5 days I called Mr. Russ back he said that they had checked the tags on the mattress in the store and that the tags said they were all the same specs. I asked him if he laid on the store and he didn't answer and said there was nothing he could do.

Lesson's learned if you google mattress warehouse they have a history page of how great there customer service orientated they are and on their tv ads state that they have a money back guarentee but just try to get your money back unless you get it in writing signed by the manager or salesman. Summonds Mattress is not much better. like Mattress warehouse they aren't customer service friendly either. they give you the run around also. So in closing all I have to say is buyer beware stay away from mattress warehouse and Simmonds Mattress products. I learned the hard way.

Gwyn of Adelphi, MD October 26, 2009

I bought a twin matress and box springs for my daugher. The first week that she slept on it, the box springs frame broke. Since it was under warrently, a matress inspector came to the house and inspected the matress and frame. She sent me a document by email to receive a new frame.

When I went to the store, I told Issac that I wanted a better frame and paid 20 more. He told me it would be delivered within the week. That was 6 weeks ago. When I went to the store, it was not even ordered. Then, he told me that he could have a queen frame delivered. I asked him if it was heavy duty and he said, "NO." I'm still waiting and extremely dissatisfied with the lack of accountability.

August of garner, NC September 22, 2009

A corporate offical contacted me to set up an interview. I contacted the district manager Ken in the Brier Creek area of Raleigh to set up a time. Due to my current full time job, I was unable to make the interview and called Ken to apoligize, he gave me the number to a corporate trainer and then said he was tired of this and hung up on me. I complained to the trainer and she told him. I also left him a message telling him how I felt, he called me back rude again said for me to state my problem in 15 seconds, he said that he did not say that he was tired of this, and said since I was already complaining that this was over and hung up on me again.

Joseph of Baltimore, MD September 17, 2009

on 7/29/09 Bought a Simmonds beauty sleep cedar forest mattress from the glenburnie store Iasked the store manager Aslam what the warranty was and he said OH this is a good mattress customer satisfaction is guarenteed or we'll replace it or your money back. Upon delivery on 7/31/09 while making the bed noticed that the corner of the bed had benn damaged call the store and told Aslam of the problem he said ok that he would have to contact his boss a Mr Winston in the main office in Frederick M.D. About a week later they deliveried a replacement mattress noticed upon trying this one out that it was hard as a rock and nothing like the original one or the one I had tried out in the store. Call Aslam again he said that it not possilble and he' have to call his boss agin. I then called the the main office in Frederick and toalked with Aaron in customer service he gave me Mr. Winstons voicemail and I left a message. After afew day call again left another message and got Aaron in customer service he asked me to hold and he would see what he could do. Aaron told me that on Saturday 8/31/09 they would deliver another mattress and totry it for a week to break in. When it was deliveried notice that like the second one that it was hard as a rock again nothing like the original one, the driver told me call the store on . After giving it about a week as told no change and on 9/08/09 called Aaron agin he passed the buck and said WHY DON'T YOU BUY A PADDED MATTRESS COVER OR A PIECE OF FOAM TO MAKE IT SOFTER.

He then referred me again to MR. Winston left a voicemail again and then I asked Aaron forthe name of the owner or president of the company he said he didn't know and if Iwanted to right him just address it to the president/ owner at the frederick office address. I also asked the receptionist named Marie for the and was given the same answer. Called and talked to Pamela at th Simmonds customer service and was given the run around amd told to take it up with the dealer when I asked her why the original mattress was soft like the one in the store and the other two were like a rock she said WELL MAYBE BECAUSE THE ORIGINAL ONE WAS IN THE WAREHOUSE AND HAD OTHER MATTRESSES ON IT TO BREAK IT IN and the other two came direct from the facory as Simmonds doe not warehous their mattresses. On 9/10/09 finally got an answer from Mr Winston he said he wanted to resolve this matter I explain to him again about the problem with the replacement maatesses being like a rock and get got upset and said thats impossible that Simmonds just didn't change their specs that all mattress's are the same and he' talk to Aaron and get back to me so far thats been a week. On 9/14/09 sent a certied letter to the president owner and got the recieved card back yesterday. Will never dealer with Simmonds or Mattress Warehous ever again. Will update further is anything is resolved.

Amma of front royal, VA August 31, 2009

Our Mattress began to sag on both sides in Dec 2008. Then in Jan. 2009 a huge hump came up in the middle. This began to hurt my husbands back as he has a history Lumbar injury in 1980's.

I then went to the Mattress Warehouse, where the set was purchased. They faxed papers and in a few weeks we recieved a questionare to fill out. Several weeks later a "Mattress Marshall" came out and went over the mattress. We recieved letter # 1 of denial June 25 09.

Then we recieved letter # 2 stating akknowledgment of defect on July 7th 2009. This after my husband took photos of our own and contacted Customer Service at Mattress Warehouse and the Better Buisness Beurea. The terms were unacceptable to us as they were to replace the mattress only and penilize us charging 65.00 pick up fees.

I did go to the Mattress Warehouse store on several occations to look about alternate sets. There was to be an additional 800.00 charge for a Simmons (and that was a down size to a full set)... and a 400.00 additional charge for a full Sealy set. I felt a scam was in place, a "Bait & Switch" scam. Either way we were going to be stuck with a Qween Box springs, as they refuse to take it back.

On July 18th, the sales Rep told myself and my husband that he would take both pieces back , defer the fees, and apply the amount we paid for the set toward another set of our choice. We said ok...then the waiting game resumed. there was a two week period that we waited on a call from "Corporate Managment"..no call came so I called and returned to the store to obtain an explanation. I inquired about a contact number for Corporate Manager so that I could call and speak to someone myself. No name was provided, only customer service number. I was on hold 45 minutes this AM with no result, finally leaving a message & return number, still no return call have been recieved.

I then phoned the Better Buisness Beurea to speak with someone about the status of our claim with Mattress Warehouse. I was informed that there was nothing they could do except act as medeator and aim for a resoultion by Aug 7th, then the case would be closed. The Serta set in question has a 20 year warrenty. It is our hope at this time for a total refund as we have lost faith in this store and the products they sell. This Queen set is sitting in our living room and we have retrived our 10 year old full spring air from a spare bedroom.. this has all been most inconviant!

elisabeth of jeffersonville, IN August 26, 2009

I purchased a bed for my daughter several months ago. I had also applied for financing. I used my credit card to purchase the bed (mistake nr 1) dont ever use your credit card there. I purchased it on a friday, and then on monday, the money was taken out, and it showed on my acct as paid, then on tuesday, the money was put back in my acct, and i thought that maybe i was approved for the financing. I was told, that the bed was paid for. so i used the money returned to me, for some bedding and stuff.

Then the next day, my acct was in the negative. So they really screwed me over. So last friday, i bought another bed, and i thought that i will give it another try, because i was nowhere near an atm for my bank, and then the same thing happened. This time though i was not going to fall for it. They told me the bed was paid for, and they had the money. But i waited.

I told them they should reimburse me the money, but that was not going to happen. They told me they were going to investigate it. and hold me on a leash until they were able to get the money out of my acct. They never called me back, and when i called them, she did not know anything about it, and he was not in the office.

LeRoy of Littlestown, PA August 24, 2009

Mattress Wharehouse Hanover pa worst experience ever in customer service :The story i am about to tell is how Mattress Wharehouse in hanover pa will lye and will call you no good people because you have got better deal else where . Our story starts from gettysburg mattress Wharehouse on or about august 18th .Me and my wife have been to several stores checking out mattresse .

We found a mattress there that we were interested in, got price from sales man Greg . After couple days felt we did not want to spend this much on mattress so we did not pursue. No problems well we went to hanover on august 21st found A different mattress there and felt we were given better price . Told saleman would take this mattress as long as his price could not be beat . Was told there was no way we could beat his price .

Well on august 22nd my son and wife reseached on line and found better price.Mattress Wharehouse was 2,519 plus tax we found same identical mattress for 2389 called mattress wharehouse and he said he called his district manager and he could not beat the price . We canceled our order so my wife thought she would call the Mattress Wharehouse in gettysburg and was told that they would honor the price we found online that we had to bring in ad . We did and gettysburg honored the price. so we puchased a mattress there of better value for alot less than in hanover . We were happy with our decision, on Sunday my wife called to return mattress cover to hanover store since they even gave us incorrect information on warranty telling us mattress was warranted for 20 years when it was only ten & guaranteed us we could not beat their price . The district manager was working there and now wanted our sale.

We told him no,we were not interesred because he was the one who originally told the manager who was working there he could not give us better deal .Now district manager Rick called us four times on sunday telling us he would beat the deal by 279.00 . We told him we were not interested because we already got better deal at another mattress wharehouse . He said even if was another mattress wharehouse he would cut the price by 279.00 that he was big district manager he could do what he wanted and He wanted to get even with whoever gave us that price I made him promise if we told him where he would honor the discount and he said yes . We told him and he got off the phone called us back ten minutes later and said he will not give us the price he stated .I told him he was not a man of his word and he told us we were no good people and we did not honor our contract before with them. insisted we were no good. so yes he got the four letter word and i told him he was a for lying to us just trying to get someone else in trouble .

He harrased us all day sunday to get the sale. lied about giving us the price he stated just to get someone else into trouble.We are still taking the mattress from gettysburg because when we asked them about canceling the order they said they would not give a refund We feel that this is no way to treat customers and ever chance we do get we will spread the word about mattress wharehouse untill they do get rid of people like a rick claiming to be district manager .We truly do fear if we have any problems with our purchase we will be treated in the same fashion.

Gary of Majestic, KY August 10, 2009

I had a defective mattress worth 7 hundred dollars and mattress warehouse let me return it because it had a hole sunk in it, so I paid three thousand extra and bought a foam mattress which I did not like and their policy was I could return it in 30 to 90 days so I did and upgraded to a 4 thousand dollar mattress,we slept on it two weeks with tormenting pain with back head neck and shoulders and ask Mattress warehouse to refund our money and they refuse to refund my money, they said i signed a contract which they did not give me a copy of That I could not return it, because of first mattress I bought had a sunk hole in it and they do not refund money because my first mattress had a holein it, manager told me I could not return or exchange it for another mattress because there was no returns or exchanges because my first mattress had a hole sunk in it

Mattress ware house advertises in the news Express their pamplets and pictures of mattresses we customers can return a mattress for a refund or exchange within 90 days, that is false advertisement, I called two weeks after I bought the mattress and they would not give me a refund, I would greatly appreciate it if anyone can help me. Thank you

Gayle of Monrovia, MD July 29, 2009

Damaged upon delivery and called the store immediately the next morning when they opened to speak to the salesman (Bill) who after my calling several times, would not return my call. Was instructed to file a claim on sleephappens which I did and over three months later, a rep from Mattress Marshalls came to my house, took pics and measurements and agreed that the mattress was defective. He filed the report with Mattress Warehouse who sent me an email the following day indicating that "no noticeable defects were found" which is not the case at all. Noticeable defects can be seen with the naked eye without the measurements and they are not taking responsibility for delivering a defective mattress.

Jennifer of Gaithersburg, MD July 24, 2009

I purchased a queen size bed and a headboard. To my surprise I was delivered a full size bed and no head board. I was out of the country when I came back I saw that I had afull size bed not a queen. I called regarding the head board it was deducted now when it come to the mattress I have been getting the run a round and really customer service is a joke your on hold for ever and after 30 min of holding you asked to leave a message I have been doing this all morning.I contacted the store manager for a week now I finally got through to the district manager and that conversation was a joke. I will never purchase anything there ever again.I SUGGEST ANY ONE ELSE WHO MAY BE THINKING ABOUT IT SHOULD THINK TWICE. Still in the battle I will update.

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