Mattress Warehouse and Sleep Outfitters

We purchased a mattress set with a 10 year warranty. After a year and a half, the mattress started to sag over 1 and a half inches on each side. I filed a claim with Mattress Warranty Dept. Months later, they sent an inspector. They did find the mattress sagging over 1 and a half inches. Few months after that, we found out our warranty is voided because of stains at the bottom corner of mattress.

We spent around $2,000.00 on a defective mattress set. I contacted them for quite a few times throughout the years, and Mattress Warehouse is telling them, that there are no stains. I ran the sweeper on the mattress on the so called stain, and what I saw was lint from the sheets, so there are no stains. I contacted Simmons and they told me to contact Mattress Warehouse. I kept getting the runaround, and them telling me my warranty is voided, because of stains. Once again, there are no stains. This has been going on too long.

I purchased a queen floor model mattress, adjustable base and mattress cover from Mattress Warehouse in Chantilly, VA. When I arrived to pick it up, they had a mattress wrapped and ready to load, which they did. I got it home and set it up and noticed that the zipper to secure the mattress to the base has a few inches extra material on the base side (I thought this was odd). I put the queen mattress cover on and it was very big and loose. My queen sheet was similarly loose and the mattress looked small on the base. When I measured, it was well short of a queen size (58"x77"). I called Serta and they informed me that the standard size was 60"x79.5 +/- 1" to 1.5" (so the mattress I received is out of their own specifications) and that I'd have to deal with the store. I called the store several times and was promised a return call.

I never got one. The store representative, Nancy, was very snippy with me and told me I was just being picky, and asked me if I wanted to lose "such a great deal over a few inches". I stopped by the store and spoke to another representative who gave me the number for the district manager, Mark ***. After finally reaching him, he was similarly abrasive and told me that there was nothing he was going to do, that the mattress was inspected several times by Serta before it is shipped and must be within their specs and was "as-is". I told him that I have bought a queen size bed and that is not what they gave me. He repeated that it is "as is" and all manufacturers are different (referring to the base, protector and sheet set makers).

My husband went in to purchase a new mattress for the first time. We found one we loved, and ordered it. The mattress was delivered on time. When we slept on it the first night, we thought it was extremely firm and uncomfortable. I swore that this was not the mattress we tested in the store. I took the tag from the mattress, went back to the store to make sure it was the correct one. It turns out it is, but our bed feels completely different from the one in the store. The salesman, while selling us the bed, said that because of the system, this mattress wouldn't wear out. Now that I went back, he said it feels different, because of all the people testing it out. That seems very contradictory.

I went home feeling confused, and tested my bed right away. It was totally different! I returned the next day to see if we could exchange our mattress (slept on for 2 nights) for the softer version. The salesman told me that there are no returns, nor exchanges. Well, that was never explained to us at the time of purchase. I was getting visibly upset in the store because I just spent $1,700 on this mattress, and now we can't get a different one. We are waking up with aching ribs and backs, because this mattress is so hard and firm.

The salesman then called a manager at a different location, and he told the salesman that these beds take 2 weeks to break in. That was not the story when we bought it. Being first time mattress purchasers, we had no idea that the bed we would get would feel nothing like the one in the store! The salesman told me to sleep on it for the next 2 weeks, and then come back if there was still a problem. I'd rather sleep on the floor! I want my mattress taken back, and switched for the softer version, which is the same exact price!

I purchased 2 twin mattresses and one full sized two weeks before Christmas. They were delivered the following week. The delivery person placed the mattresses against my bed. When I went to relocate the mattresses, still in their plastic wrapping so I could sleep, I noticed one of the twins had a 4 inch rip on the seam. I called the store and was told I had to go to sleephappens.com and file against the warranty. I filled out the form. This doesn't take into consideration the possibility of a newly delivered mattress being defective, leading me to answer a lot of questions not relevant to my situation. Then, I waited.

A week later, I received a letter stating that I have received a store credit for the amount of the mattress. It does not include the tax I paid on the mattress. It does not include any part of the delivery fee. My husband and I took the mattress back to the store to exchange it for a new mattress. The manager there informed us that he couldn't accept the torn mattress.

It has to go back to the warehouse in Frederick, MD - a 90 minute drive for us - if we want to avoid paying the $65 delivery fee again. I have to take a 3 hour trip to exchange the defective product Mattress Warehouse delivered to avoid paying another delivery fee. This is so they can pick up the torn mattress. So let me get this right; I'm going to pay Mattress Warehouse $65 to pick up the torn mattress and deliver a new one?

I don't understand how this is fair. I'm sure they contract out their deliveries. I would think the subcontractor should have insurance. I would bet my salary they were the ones who tore the mattress and a claim should be filed against them by MW, to recover damages. I should not have to pay for this! I will never purchase from them again.

My experience with Mattress Warehouse in Annapolis has been atrocious. The sales associate in the Annapolis Mall named Vincent lied to us, specifically telling us we could return a mattress we were unsure about purchasing. When the mattress arrived and it was not what we wanted, Vincent simply refused to take it back. When I spoke with Mr. Kevin **, the regional manager, and informed him his sales associate had told us we could return the mattress, Mr. ** simply bickered with me about my future mattress plans and absolutely refused to take the mattress back.

This is an awful business and Mr. Kevin ** endorses the lying of employees so long as it makes him money. I would strongly discourage anyone from doing business with the mattress warehouse in Annapolis Mall.

We paid for Tempur-Pedic Rhapsody mattress at Mattress Warehouse. But they delivered a wrong mattress (contour signature) which is much firmer than Rhapsody. The mattress they delivered smelled very bad, so we had to air it out. It took two months and very high energy bills because we bought it in October. Every day we had to flip it to let the bad smell air out. Two months after we bought it, my husband noticed that it was actually a different mattress, not the one we paid for. From the day the wrong mattress was delivered, we felt that it was definitely much firmer than the one we tried at the store. But we kept thinking that it will soften and that it is due to the fact that it was new. However, the mattress was of course still very firm and uncomfortable. The smell made me wheeze until we aired it out which was a lot of work and cost us lots of money spent on energy bills.

We called Mattress Warehouse and at first, they agreed to take it back and give us a refund. However, a couple of days after we spoke to them, they said that they couldn't do it. I have to mention that it is very hard to reach them. They rarely return calls if they do at all. The regional manager said that they can send us the 'right' mattress. But what we really want is to return it and get a complete refund. The main reason is that we cannot spend another 2-3 months letting the new mattress air out, which means again high energy bills for us and also sleeping on the floor in a different room. It's because I cannot tolerate the strong smell and it makes me wheeze (which I never had in my life - no any history of asthma/wheezing).

Their mistake already cost us a lot of money, and we cannot pay more money and sacrifice health for their mistake. It is very unfortunate because we actually do like very much the mattress we initially bought (Rhapsody). We are just not ready to spend another 2-3 month sleeping on the floor, paying huge electric bills, and flipping the mattress over every day to air it out. Mattress Warehouse has extremely disappointing customer service. I would say one of the worst.

My truthful experience would be 0 stars but I had to pick one. I purchased a full sized mattress in September 2010. This mattress now has a sag in the middle that is greater than 1.5". I filed a warranty claim, and received a prompt reply approving it. I went into the store to use my store credit. The first thing the salesman told me, as he was grinning, was that the mattress should never have been sold to me, and that it was a child's mattress. I looked at him in disbelief and said, "what is a child's mattress and why would you sell a child's mattress for an adult to use?" He laughed and said all the other salespersons who work at that location are just rookies. The same mattress is no longer available.

Okay, so I was going to use my credit to apply towards a upgrade. I found one that I liked, but it is on sale so I can't purchase that one. They said unfortunately, the store credit can not be used on anything that is on sale. I live 3 minutes from the store, but I also have to pay a $65 delivery fee, which I never paid for the first mattress. They said this is because they are going to pick up the old mattress. I told them I'd bring it to them, but that is not allowed. So now my store credit has been reduced unnecessarily by $65. I don't get this. They sold me a defective product, and I am being punished? Do these people ever want my business again? You'd think if they did, they'd be all over this issue. Unfortunately, they basically told me at the store to take it or leave it. The salesman sat down at the desk and acted as if I was no longer in the store.

He just left me standing there. So now, I have a reduced warranty claim on a product that they no longer carry, and a mattress that is defective, and they don't care. I don't even want to go back to the store, but if I don't then they have won, and gotten to keep my money. If I were rich I'd just walk away, but I can't afford to just throw my money away, so unfortunately I have to stand up and walk back in there, give them more of my money, and hope the new mattress is not defective. After reviewing other complaints on this site, I am worried about getting a good quality product. It looks like the expensive ones are just as bad as the cheap ones. I wish I would have done research before I made my purchase. Obviously, I would not have done business with the company!

I purchased a Serta Rainbow Mist Pillow Top mattress from Mattress Warehouse in Roanoke, VA in September of 2010. It had a 10 year warranty against sagging greater than 1.5 inches. Within 9 months, the mattress had developed a deep sag in the middle that measured up to 2 inches deep even when no one was on the bed. This was reported to Mattress Warehouse on July 7th of 2011 and a warranty claim was supposed to have been initiated. After many attempts to follow up by telephone and in person at the store, we did not receive any useful information until August 9th, 2010 when the store manager advised that the warranty paperwork had been lost. The warranty claim was again refiled on August 9th.

On August 25th, an independent mattress inspector arrived at our home, inspected the mattress and advised that he could not tell us anything other than the store would contact us within 2 days. We did not receive a response from Mattress Warehouse until September 20th, despite numerous follow-up calls. On September 20th, we received a written notice that no warrantable defects were found with the mattress, thus, no refund, no exchange, no help.

By this time, the mattress is completely unfit for sleeping. I requested a copy of the formal inspection report from the independent mattress inspector. After several requests, the final one by certified mail, I received the inspection report on October 15th. The report indicated that there was zero sag and accompanying pictures showed that the method used to inspect did not in any way conform to the procedure described for measuring sag in the Mattress Warehouse Warranty Claim paperwork (which included diagrams).

Upon checking this website and the Better Business Bureau website, I discovered that Mattress Warehouse had 348 complaints filed with BBB in the previous 36 months. A graph comparing Mattress Warehouse with similar businesses (both size and type) showed that Mattress Warehouse had the most complaints with the next highest number of complaints for similar size and type businesses being less than 25. This website (consumer affairs) showed 167 pages of complaints (average of 3-4 complaints per page). I wish I had checked this out prior to buying from Mattress Warehouse.

In late October, I filed suit in Roanoke County General District Court (small claims court) against Mattress Warehouse for failure to honor the warranty claim and trial was held on November 2nd. I showed the judge pictures of the bed with 2 inches of sag measured per Mattress Warehouses own procedure, along with the inspection report showing zero sag and the letter from Mattress Warehouse disapproving the warranty claim. Judge John ** asked the representative from Mattress Warehouse to explain the obvious difference. The representative suggested that the pictures had been altered / faked. The judge then rendered the verdict in my favor with Mattress Warehouse to pay the full amount of the claim plus court costs and interest back to August 9th (Case No. GV11002973-00). The entire procedure lasted less than 5 minutes and was very easy and quick (highly recommended for other dissatisfied customers).

On November 19th, having not received either check or promised follow up call, I sent a formal demand for payment with a copy of the courts decision by registered mail to Mattress Warehouse. As of December 28th, 2011, I have yet to receive a check from Mattress Warehouse, Inc. They did call on December 5th and asked to pick up the mattress. I informed them that the mattress had been disposed of since it was no longer fit for sleeping. Since they had denied the warranty, and the courts judgment said nothing about them getting the mattress, I saw no reason to keep it when I needed the space for a new mattress and the one they sold me was unusable.

The Clerk of the Court told me that they called to complain, but apparently were told that it wasn't part of the judgment rendered against them. Again, Mattress Warehouse has yet to pay me despite the courts verdict and apparently have no intention of doing so. Perhaps if they read this, they'll feel some sort of ethical obligation to act in an honest and forthright manner and reimburse me as required by the decision of the judge.

If you are looking for a mattress, I very much urge you to shop anywhere other than Mattress Warehouse unless you want to subject yourself to no sleep and a company that obviously has no regard for business ethics or legal obligations.

We purchased a twin mattress in February 2010. In less than a year, it began to sag in the center at both the head and foot. At the recommendation of the store manager, we submitted a warranty claim online twice and heard nothing. We called customer service and they were very rude, saying they had not received anything. We went back to the store and the manager faxed a claim form in for us. After several weeks, we had still heard nothing. Back to the store again, the manager called customer service and they said it had been approved, and we should hear something soon. That was a month ago and we've still heard nothing. It's been almost 5 months of trying to get the mattress replaced.

Never buy from the Mattress Warehouse or Serta. I purchased a Serta mattress, as a buy 1 get 1 free sale. I had problems with the mattress sinking in the middle within a year. I put in a warranty claim, had the product evaluated, and it was determined that it did not meet manufacturer's standards. I received a warranty approval to choose another Serta mattress "set", at the price I paid for the initial mattress (since it was buy 1 get 1 free), which I would think any consumer would think (as advertised-with no restrictions on the flyer or advised at purchase time), that the price you are paying is for the initial mattress, and the second one is free, as indicated.

I chose another Serta mattress that was in the same $1,400 price range, and comfortable to me. Once again, within a year, I had the same problem with the same manufacturer, different style, so I had to put in another warranty claim, which was evaluated, and once again, did not meet standards. I have had previous back surgery in 2000 (spinal fusion), and now, because of the mattress, I now am being treated at The Spine Clinic and getting a PT. I am on muscle relaxants, and pain medicines.

I have been dealing with this warranty claim since August. Finally, I received a letter approving the warranty claim, indicating that I had 2 choices; select a particular mattress that was indicated, as the supposed comparable mattress; or I was entitled to a $525 credit (initial price $1400) towards another purchase, if I did not want the one suggested. I went from a warranty of the original price I paid, to half of the price of the buy one get one free, and a percentage. I requested from the district manager, Kenny, of Mattress Warehouse, and the manufacturer "Serta" for the written documentation, that indicates that the warranty only covers half the price (as there were 2 mattresses). Both warranty letters were completely different. Completely different from the initial warranty claim.

I was advised that the initial salesperson made an error, and should have not done that (which is now my problem). I spoke to customer service at Sleep Happens many times, and sent copies of all emails to Serta. Serta advised me that I had to take up the issue to the store I bought it from (Apex Mattress Warehouse). I was advised that the requested documentation did not exist (by the manager at the store, that the original purchase and replacement were purchased. I initially requested this info from the regional manager, and received a call from the manager of the Apex store.

I had asked several questions, which could not be answered, and was advised, that I would receive a call back by Friday, Nov.18th. I still have not received a response. My questions were, if I did not find the suggested mattress comfortable, would I be allowed to use the same amount towards another Serta mattress that was comfortable for me? Why was there no written documentation supporting the information that I had been given from customer service, the regional manager, and the manager from the Apex store (Kenny **). I will be trying to contact him today, to see if any of my concerns were addressed.

I am stuck to get a recommended mattress for replacement, or recieve a credit of $525 on a purchase that originally was $1,400. I have been requesting for a copy of the policy, or warranty from Mattress Warehouse, or Serta, indicating the regulations and guidelines, regarding the buy 1 get 1 free sales, providing written documentation to support the information that I have been supplied with.

I bought a mattress and box spring set in 2009. It was replaced in late 2010, or early 2011, with the same brand and model, due to it having sunk in some place. They delivered the replacement, and took the old one. The new one is now the same way, and I am getting a $279 store credit for it. The thing is, they want me to pay $50 to have them come get the old one, or drive it to the warehouse, an hour and forty minutes away. Along with the fact that, it is going to cost me another $100 at least, to get a replacement because the "prices have gone up". If they are going to dispose of the mattress, why can't I just take it to the dump? That would only cost me $10. If a store is going to sell a product, they need to stand by it. I am going to have to come up with another $200, to take care of a defective product.

I purchased a mattress from the Ranson, WV store for my 5 year old son in Feb 2011. He has a "captains" bed, and therefore all we needed was a mattress, no box spring. The salesman was friendly and helpful, but little did we know, within 6 months a wire was protruding out of the mattress that scratched my son, and poked my wife.

We contacted the customer service department and they said we could get another mattress, but we had to pay the difference in price (the model we purchased was no longer available), and we would have to pay $65 for delivery or drive an hour to drop off the defective, and pick up a new mattress. We requested the delivery charge be waived, or give us our money back.

No one would return our calls. We were given the run around and transferred to various peoples' voicemails. Now, it is the end of our 30 days to return the mattress since filing the complaint, and we have yet to speak to a supervisor or manager. It is absolutely ridiculous that they do not care about customer service (look at all the other posts and you can see that!), and they will not allow us to pick up a new mattress and dispose off the defective one on our own nor will they deliver another mattress to us without additional fees. Do not buy from Mattress Warehouse! I am going to contact BBB and I am going to post as much as possible on other sites!

I ordered a day bed frame. They told me to wait for 4 to 6 weeks. After six weeks, they refused to refund us after they told us they would. That is very short version of it, there is a lot more details and lies involved. I am filming a short documentary about this company next week in the Hagerstown/Frederick, MD area next week. If anyone has had a similar experience and wants to share his/her story, email me at **.

My 82-year old mother purchased what she believed was a full-sized mattress set. Instead, a queen set was delivered. Although the salesman (MH in Langley Park store) wrote up the request for a queen on the invoice, we never asked for any information on a queen since we certainly know what size of mattress we were shopping for. The company now wants her to pay ($65) for delivery although the mistake was on their end and she has overpaid for the mattress set she ordered in the first place.

I brought a king size mattress set from Mattress warehouse in July 22 2010. I complained about that mattress from day one with the springs popping and no real mattress support. Honestly, this mattress is a piece of ***. They sent someone out to check the mattress out. When they came, I thought they were going inspect it. They didn't. All they did was drop a weighted string from one side of the mattress to the other, took a picture of the spot where I lay with a place card, never checking how weak the mattress was or anything. This was an insult to me to think they can check or test a mattress without even getting on it. I paid about $650 for a mattress that was worth about $99. I will never shop there again ever, ever, ever!

We decided to buy a new mattress and went out to a local Mattress Warehouse, right on Route 30, and chose on the lay away option. We did make a few payments, however, in the meantime, we decided that it would be better to wait.

I called the local store several times, contacted the corporation via email, which prompted a call from the local store manager and was promised a refund to my card. It has been 2 weeks now, and there's still no refund. I called the store again and was advised that refunds, especially in the fall season, could take up to four weeks, since the corporation has to approve them. Even though I tried calling the corporation, the only option was to leave a voicemail and someone would call back.

Mattress Warehouse is a joke, and I would never recommend anyone to buy a mattress from them. They definitely left a sour taste in my mouth. They are a bad company to do business with.

I put a $50 deposit down on a mattress set at the Mattress Warehouse in Carlisle, PA on Sept. 12th. By the 15th, I decided not to purchase the mattress set, so I went in for a refund of the deposit. The gentleman there told me it would take 7-10 days. 7-10 days later, no refund. I have been there three times and called twice. Each time, I was told "7-10 days" or "I have to check with the main office". No one ever contacts me back to tell me what the status of my refund is. It is now Oct. 23. I feel robbed.

When I went to the store, at the end of September 2011, I purchased a California King bed/boxspring/frame and a queen bed/boxspring/frame. About 2 weeks later, they delivered everything. I had to refuse the queen bed because it did not fit where it was supposed to. When the delivery guys left, I took a second look at how they set up my California king bed. The frame they put was bent and 71 inches long. And it was a used display frame, while the bed is 83 inches long. When I was purchasing the frame, their district manager, Mike, told me that the frame would fit the mattress. It did not. They refused to refund it and are trying to replace it with another used display frame which is also not the correct size.

It is almost a month later, and I have yet to get my refund or a correct bed frame replacement. They were very nice when I was purchasing my bed. But when it came to the return, they were too busy and rarely returned phone calls. After numerous attempts, I have yet to get a hold of the district manager or anyone who can help. The salespeople with whom I spoke on the phone and at the store during my purchase were Willie "WC" and Steve. I would give zero stars if I could. Do not give them any money until you have what you ordered. And make sure they give you dimensions of everything before you pay in writing. Their phone number is (804) 672-3090 and are located at 7482 W Broad St., Richmond, VA 23294. Today is 10-21-11 and still, they did nothing.

I purchased a mattress in Rossdale Plaza with cash. The return policy was not posted anywhere in the store, and until you receive the receipt, you know nothing about it. A few hours after the purchase, I felt uneasy about it, because they did not have a model of the mattress I purchase on location. We were to take delivery from the Mechanicsburg location, and I did not even know if I would like what I bought, when I noticed the return policy on the back of the receipt and felt scammed.

I tried to make it back to the store the same day, but they were closing. I called the next day, and they told me they deposited the money already and they don't keep money onsite. This is a huge lie--when I paid cash, he opened his desk drawer that is full of cash to put it in. And do you mean to tell me they don't do any new transactions on the next business day to accumulate cash?

I spoke to the manager at the Mechanicsburg location, and I was given the number 301-682-8504 to get my refund expedited. All this occurred on Oct. 2, 2011, and it is now Oct. 19. I called twice a week, and I was told the paperwork wasn't submitted; and then it was, and then it wasn't. Then I was transferred to a regional manager named Bill who never returned a phone call.

Now, I'm being told the paperwork was received, but the check wasn't cut, and they have no way of finding out when it will be. This is crazy. I have an 18-month-old baby, and I'm pregnant. I need a new bed, but I refuse to do business with these shady people. I just want my money back, so I can go buy a bed!

How is this allowed? The policy on the receipt says 3 weeks for refunds (It is ridiculous already; if I pay cash in the store, I expect to receive my cash back). I never took delivery of the merchandise, and I cancelled it the next day. And they are past their 3 weeks, and I still haven't received my money. Also, I'm getting the runaround.

Someone please shut this business down. They are predatory. They are keeping the money to collect interest and make something off your money, even though you didn't receive a product. Isn't that illegal?

I have purchased a mattress in the past from Mattress Warehouse, and the original product delivered was firm when I ordered a plush. I got that resolved and received what I ordered. Then about a year later, we decided to buy some twin mattresses for our vacation home as they were cheaper in our home state than in the state where our vacation home is. But my husband had bought 2 mattresses at a different store. So I called the next morning (less than 24 hours later) to cancel the order. That was 9/24/2011, and I was told they have to send request to corporate to make sure it isn't fraud (crock of crap). I never took the mattresses and they were able to sell them to another customer, so I'm not sure what would be fraudulent about that, except on their end for keeping my money and selling the mattresses again.

I called again on 10/3/2011 to check on my refund as it had been over a week, and it still wasn't showing up. Then I called again on 10/10/2011, and this time, I was told that it can take up to a month to refund my money for a product that never left their store and was cancelled within 24 hours of purchase. I was under the assumption that you have 48 hours to change your mind, and the charge never posted to my account until 9/26 which was 2 days after I cancelled it.

Today, I disputed it with my credit card company, because apparently, MW can't give a refund without the CEO approval even if the customer never received the product. I guess I won't be shopping there ever again.

My mother purchased a king-sized mattress set in April 2010 as a birthday gift to me. The mattress was delivered and everything seemed to be great. Here it is, October 2011, a little more than a year has gone by and there are so many springs sticking up and it's very uncomfortable. I thought a mattress should last at least 7 to 10 years. I will have to purchase a new mattress as soon as possible. I called the store in Towson where my mom purchased the mattress and they said that she did not purchase a warranty. From my basic knowledge, a mattress is already under a warranty. That's what the non-removable tag is for. I am having a hard time getting the corporate's address. I will not stop until someone addresses my problem.

I went to Mattress Warehouse and bought a queen sized mattress, sealy beautyrest with memory foam.

I have back problems that include a great deal of pain and the mattress was more expensive than I anticipated but the salesman was sure that the memory foam would help. The product was delivered but had such a sag that I couldn't believe it. It was visible right away. The delivery men said that they couldn't take it back. I tried it and it felt like I was sleeping on the side of a hill.

I called the store, Mattress Warehouse on Rockville Pike, MD and spoke with the salesman who arranged for a pickup and sent a new mattress. The mattress they sent had the same tags as my mattress but it was not memory foam which I had paid a high price for. I called again and the same salesman said that it's a beautiful mattress and that they can't pick it up for a few days and so sleep on it to be sure that I don't like it.

Well, I'm sure somebody would think it was a beautiful mattress but it was not the mattress I chose and paid for and I didn't like it. I called back and spoke with the salesman again who said that I slept on it already so they can't take it back now and they didn't. I tried several times to speak with the manager and called the corporate offices but nothing happened.

My advice is to stay as far away from the Rockville, MD store as possible. They are not worthy of your money.

Simmons mattress was purchased on 2-19-2011. After 6 months of use, my side (I'm 135lbs) is sagging 1 and 1/4 inches. After contacting Mattress Warehouse, they promptly sent out someone to measure the mattress for sagging. The report was sent to our house and Simmons says it has to sag 1 and 1/2 inches to be replaced.

So we are off by 1/4 of an inch! Mattress Warehouse said they will do nothing. I have left 5 messages for district managers to call back. I have received no call backs.

I finally sent an email to warranty claims. Their response was that they could do nothing. I can have it re-measured in 6 months at my expense was the best they could do! I informed them that I will enter this message on every social networking site I have and contact my local news station that investigates issues like these. I will not let this go.

Did I mention that the mattress was $2300 before tax?

On 8-13-2011, I purchased two twin beds from Mattress Warehouse, confirming delivery on 8-19-2011. On 8-19-2011, I received a call from their warehouse to say that they could not deliver the beds on that day and "sometime next week". I canceled the order on 8-20-2011. On 8-27-2011, I had to go to the store again for them to process the refund. I have not yet received the credit on my American Express card. I would like reimbursement of my money, as well as compensation for the number of times I had to keep going to the store to ask for my refund. That also includes the stress and tension of waiting for the refund/credit.

I purchased a queen-sized mattress on 04 Aug 09 for $1,400 from Mattress Warehouse located at 1447 University Drive Burlington, North Carolina 27215 (Phone #: 1-336-584-4767). I had been shopping for a mattress for quite some time and one of the reasons why I chose to purchase from Mattress Warehouse is that I was assured of a low price guarantee that was to be in place for one year from the purchase of the mattress. I purchased the "Starvos" queen-sized mattress with box spring as well as two other twin-sized mattresses. The "Starvos" is/was manufactured by Simmons and is in the "world class" description.

In December of 2009, I noticed an advertisement from Rooms To Go, advertising the "Oslo" world class mattress for $999.99. The stats of the mattress were as follows:

13 3/4 gauge coil wire Coil Density Individually Pocketed Coils

On 06 Jan 10, I called Sean at the Mattress Warehouse store where I purchased the mattress to give him this information. He had to call his manager and get the price match verified and submitted for approval. He called me back and stated that they were not the same mattress and the price match could not be honored. The Mattress Warehouse representative stressed that the world class Simmons mattress that I had purchased at Mattress Warehouse had "enhanced conformability."

I called and spoke to K. ** who told me that the aforementioned "enhanced conformabilty" aspect set their mattress apart from the mattress offered at Rooms To Go. I then learned that Mattress Warehouse had an exclusive contract with Simmons and Mattress Warehouse was the only retailer to offer the "enhanced conformabilty" during that time period. When I questioned Mr. ** as to how they could offer a price match guarantee on competitor's pricing on a mattress that had an additional option not made available to anyone else, Mr. **'s response was, "That is the beauty of capitalism."

In addition, I spoke with Melissa in 2010 at Mattress Warehouse corporate office who stated that the mattress I had purchased was a closeout item due to Simmons bringing their new mattresses out earlier than expected. The name was not "Starvos," but it was explained to me that the same mattress will be named different names depending on the store. As a matter of fact, it was told to me by a salesperson in one of the Raleigh stores that this naming of the mattress was a marketing ploy to make it more difficult to get a price match, as the same mattress may have several different names.

I called Mr. ** again, who flatly refused to give me a price match, stating that the mattresses were not the same. I turned this company into both the Better Business Bureau as well as the Consumer Protection Agency; however, Mr. ** has remained steadfast in his version of "the beauty of capitalism." This issue has continued to bother me as I cannot fathom how a company who knows that they are the only one to offer a certain product can advertise in their store that they have a price match guarantee. They had no fear of having to adhere to the price match guarantee policy, as they were the only company to offer the enhanced conformabilty on the Simmons mattress at the time.

I give them zero stars! First, my husband and I went into the Mattress Warehouse near the Galleria Mall. To make a long story short, because I didn't want to allow the salesperson to see the information on the card the prior manager gave us on our previous visit, he told us if we wanted to play those games we could leave now. So silly us, we gave the other Mattress Warehouse on Loucks Road in York, PA another chance.

We spent $2,000 on Serta mattresses. We explained that the mattresses had to be delivered before 1:00 PM weekdays to the salesman in the store. Then the fun began. We were told they would be delivered on a certain day before 1:00 PM. They called at 7:45 AM to tell me they would be here between 3:00 PM and 5:00 PM. I explained that no one would be home and that they couldn't deliver then. They suggested that they lean the mattresses up against our house until we get home!

My husband is suffering from bulging disks and I have a torn rotator cuff and we are not able to carry them up the steps ourselves. Their other suggestion was to have our neighbors let them in! My husband called the area manager and arranged for a Saturday delivery. In the meantime, on that Wednesday when we got home from work, we had a message on our machine from the delivery man that they were in the area at around 3:00 PM and would be at our house to deliver in about ten minutes. We were not home.

So we waited for that Saturday's delivery, as promised by the area manager, thinking he would make sure the mattresses would be delivered when he said and we waited all day long until 5:30 PM. And no one showed up. So we drove down to the store and tried to get our money back. What a hassle! According to the salesman, he had to "jump through all sorts of hoops" and still we don't have confirmation of a refund!

We will never, never, never buy from Mattress Warehouse again. As the old saying goes, "If you satisfy one customer he will tell 10 people, but if you don't he will tell one hundred people."

I bought a mattress during their 4th of July sale. The salesman told me that if I buy this particular bed, I would get a free iPad. We completed the transaction and he filled out the paperwork. I took it home and sent it in. We waited 8 weeks and heard nothing. I called the store back. Another salesman told me that the bed I bought was on the list of ones that were not eligible. I complained and was told I will not be getting what was promised to me. I had a choice between 2 beds and bought the more expensive one to get an iPad. This company obviously doesn't care about its customers, just selling expensive beds.

It took 9 weeks to deliver a replacement mattress that was covered under warranty. They requested $65 delivery fee refund. I was told that I would get it once the mattress was delivered. It has been 2 weeks. The woman named Jennifer at corporate is ignoring and not returning my phone calls. I cannot deal with the store or manager level, as they are rude and have the worst customer service I've ever dealt with. They avoided my phone calls. They gave me the runaround. They had several different versions of a story to keep me at bay, and flat out lied at some points. I tried to go to the corporate level. I was received with apathy about my situation. And they were avoiding my phone calls. I just want my refund, as promised, and to be done with this company. I have considered hiring a lawyer or going to small claims court, but would much rather just have this be over.

I ordered a mattress set online. The order was confusing as to whether it actually included the Triton foundation so I called my local store as recommended. The salesperson rudely asked as to why I wouldn't purchase in the store. I explained that the online delivery and purchase price total was less expensive so why would I go through the store? The mattress arrived without the box spring. Thankfully, the deliverymen recommended that I reject the order so as not to get "stuck" with a mattress that I couldn't return. I rejected the order and proceeded to the physical store to purchase, thinking it would ensure that what I was getting included the foundation. Being customer oriented, I was willing to give them another try "in person."

When I was in the store, I purchased what I thought was a good mattress. Admittedly, I felt a bit weary as I couldn't research or remember which items were good buys versus bad deals. As soon as I got home, all the online reviews indicated that not only was the mattress I had just purchased discontinued (the store manager feigned that it was brand new from the corporate warehouse in MD), but it was also horrible and was likely to feel like a wheelbarrow in a matter of months.

I am attempting to cancel the order so I called back to corporate office. However, they indicated that only the store can initiate a cancellation. I called the sales manager at the store and he gave me all kinds of attitude when I said that I wanted to cancel for the reasons described above. He actually hung up on me for the second time. Classy!

As a consumer, I warn anyone who is in his/her right mind not to deal with this establishment. They are all about commission and sales and have no semblance of pride in product and/or customer relation skills! Buyers, beware! I was told to expect a refund within 7-10 days of the regional manager receiving the paperwork but I will just have to wait and see if the sales manager at the store submits it in a timely manner.

I ordered Prnceet-F-Matt. When my daughter tried to sleep on it, was not the same mattress in store--different pattern and pillow top. I went to the store and they said no refunds nor return. There has to be a law on this.

Less than one year ago, I spent $800 on a new mattress and box spring. It is the top of the line. The bed frame has broken inside of the bed and now, it's collapsing. We are unable to sleep on it. So, we filed a claim and faxed our receipt for the purchase. However, Mattress Warehouse is saying that because the bed is a floor model, it is not covered under warranty. This was never explained to us, ever.

I called the store manager (Brian) today, 30 August 2011 and he said that the bed was so high end that it should have never broken. However, his hands were tied. He did admit that the sales representative noted it was a floor model but "didn't finish his thoughts" by noting that it was not covered under a warranty like he should have. I certainly refused to accept that I just wasted almost $900 total on a purchase the company doesn't stand behind.

I am not blaming the clerk in the store because she is only following procedures. After Thanksgiving in 2010, I purchased a bed (frame, platform, mattress and iron bed). Four to five weeks ago, I submitted a complaint that the platform is squeaking, sagging and breaking. The Mattress Marshals in Maryland, who I am told can handle this, have agreed to replace the platform. However, I have to pay $65 to have them deliver it and take the old one. On top of this, the store no longer carries the brand or model that I bought so they have to upgrade it and I have to pay an additional $10! This is their faulty products but I have to pay to have them replaced! And I have to pay because they don't have an exact replacement! I will not purchase from Mattress Warehouse again.

I have written a complaint before on how they treated us. I went back in to ask at least the 50 dollars they owed us for the bed frame, and the response was we have 180 stores to deal with, so there we go.

Now, can anyone help me in solving this matter with Mattress Warehouse or is this just a joke line for people to only ** on?

We had a smoke fire in the house, so we needed to replace the bed in my daughter's room ASAP.

We ordered 2 full-sized mattress sets from the store. We got a great price and were fine with everything. The mattresses came while we were at work and my daughters were home to receive the mattresses. 2 men delivered them and my daughter tried to look them over and report any problems, to which she was told that they were just the contact delivery people. She did accept the mattresses since her sister needed a bed to sleep on. Because we were working full time, taking care of the renovations of our home etc., we didn't get to examine the mattress right away.

About 1 month later, we needed to move the mattresses and I got my first good look at them. There were dirt stains and places where the stitching was coming loose along with the backing looking like it was about to break with small holes on the bottom.

I immediately contacted the store that I bought them from, thinking that they would be horrified to find that the quality of the mattresses were not up to par. I spoke with the manager, Mike, who very quickly turned around and started speaking about taking pictures and warranties basically taking no responsibility for the product.

I asked to speak with the district manager, who could only be contacted through the business office in Maryland. Basically no one would take ownership but I needed to go through the warranty process, which was so ridiculous. So I quickly called American Express and disputed the charge. I did follow the warranty process, asking for a receipt that it was received. I never got that, never got any response.

Finally after another month, I got a letter from Mattress Warehouse stating that they would bypass the independent warranty process and would store credit me (I had negotiated a good price with the store and I know I wasn't getting that price again). And, oh by the way, I needed to return the mattresses at my cost for $65 (which is more than I paid for the original delivery).

I called American Express and told them I was not accepting this offer and American Express told me the case was closed. I protested that, to which I was told it was closed in my favor, that Mattress Warehouse was not getting my money. I love American Express and can't believe what jerks Mattress Warehouse were. All I wanted to do was replace a mattress that was not up to quality.

I had gone to purchase a new mattress and box spring. Granted this was in February of this year, at this time, my problem has yet to be resolved. I picked out a pillow top mattress, box spring and a cheap frame. Well needless to say, Chris called and said "We can't get the one you want at this time, but we will upgrade your pillow top." So, I agreed I had to wait till it came a few more days. And it finally was delivered. It was not anyhow or any sort of pillow top. And the frame did not have all the parts. The delivery men put everything on the floor, and never returned with anything. So, my new bed was on the floor sitting. I was not home at the time this was delivered. When I went in to talk to Chris, he was not at work that day. The other salesman could not solve my problem, because he didn't sell me the bed. He gave me phone number to call Chris. Well to this day, it has been a runaround. No money was returned for the the frame or anything. And just today, customer service has yet to call me back. Do not buy from this company. Buyers beware of how they will treat you.

We bought a "top of the line" pillowtop mattress and boxsprings with a 10-year warranty. Almost immediately, the mattress developed a sag on the very middle. This continued to worsen, so we asked for a replacement.

They sent someone to measure the sag, and it was determined that the mattress was defective. However, they wanted to charge us $65 to pick up the defective mattress and deliver the replacement. We wanted to pick up the replacement ourselves, but they insisted it had to be picked up at their warehouse (over an hour's drive from our house). In addition, the mattress we had was no longer available, and we were forced to accept another one. They also would not replace the boxsprings, so we were required to get the exact same brand as before.

We finally contacted the Better Business Bureau to get this matter resolved to our satisfaction.

I purchased a mattress set and mattress cover (King) on Memorial Day from the Colonial Heights, VA location. I wasn't sure of a delivery date that would work for me so I said I would call back with a day. I did not leave with the mattress cover as I was told I could get it when I decided on my delivery date. I called back two days later to schedule my delivery date which was scheduled for that Saturday, June 4, 2011.

My mattress was delivered and set up with no problem. It occurred to me, later that day, that I did not have my mattress cover. I decided then that I didn't need it and called the store that I made the purchase and spoke with Hal who handled my credit card transaction for the sale. He told me that he would put in for a refund of the dollar amount on the cover with his corporate office. He told me that all refunds had to come through corporate. I have been calling corporate and the location I made the purchase several days a week, each week, since June 6, 2011, to get information on my refund which I still have yet to see as of today.

Each area keeps telling me it's the other areas fault. I will never deal with this business again and will continue to contact them for my money. Their website also advertises that I can expect my refund on my credit card within 48 hours **.

About 18 months ago, I purchased a Memory Foam Mattress from Sleep Outfitters. It has a 10-year warranty on it. After about 6 months, the memory foam broke down. I turned the mattress around and used the other side, and it broke down. I also purchased a cover, which had a warranty on it, to keep the mattress from getting wet or spotting. The mattress had a little spotting on it that rubbed off from my sheet. It went through the extra protection that I acquired when I purchased the mattress from these people. I called them and they sent an inspector out there. He wrote down that the memory foam had shifted and there was a spot on it.

A few days later, I got a letter in the mail telling me they weren't going to reimburse my $580.00 plus 6% sales tax because of the spot. The spot has nothing to do with the defect in the mattress. Besides that, I had purchased from them a sheet against that from happening. They lied and sold me a defective product and I want my money back. I understand that they have been doing this to other people. I paid cash for this mattress and the foundation. I want it back.

Problems with the company at first removing the old mattress eventually, that was resolved. Now, my problem is with the mattress itself. It started that my back would hurt upon waking; told by sales associate that it was because it was a new mattress. It has been several months now and my back aches are worse upon waking. I know that I cannot return the mattress because I removed the plastic covering. In addition, my mattress had a stain on it upon removing plastic, because I had removed it and then complained to the company they did give me a choice between a pillow and a mattress protector. At this time, my back aches me so much after resting on the bed that I am considering purchasing a new mattress, but from another mattress company.

Simmons Beautyrest is the product that I purchased! Please stay away from this store and company. Ray, the manager, is the biggest **! I found out that the entire company is like that! They really are the worst! They have no clue what customer service is all about and they will lie and tell you what you want to hear just to make a sale!

We went into this store in Woodbridge last week to buy a mattress. We ended up getting one that is over $1,300.00. We tried the mattress floor samples they had and we liked it. We asked about the delivery time and charges, and we were told that they can deliver it the following day for free! At the start, he sounded very honest and he was looking out for our best interest. He showed us binders of reviews on other mattress stores such as Mattress Discounters, Sleepy's, etc. He went on and told us how wonderful MW is and how mattresses that are returned/exchanged become floor samples or models and will never be resold as new mattresses. The man took my information, charges my card and set the delivery time for the next day. Sure enough, we did get the mattress delivered on the day we had it set up for.

I was at work and I was not able to see the mattress till later on that night. The mattress did not look like the one in the store and it did not even fit my bed. It sure was not the mattress that I just paid over $1,300.00 for! The delivery guys had removed the plastic cover without asking if that was okay and messed up my hallways when bringing in the mattress! I called the store but they were closed, so I called the following day. Chris, the person covering for Ray, said that only Ray would be able to help me with the exchange of my mattress. I did make it very clear that I don't want to return it. I just want to exchange it since it was not the same mattress I bought! I also told him that I don't care if I end up paying more for another one. He said that I call and talk with Ray tomorrow and to tell him what I just told him. So I did call back on Saturday morning, when Ray was in the store.

I called and I was told that the manager could not speak with me as he was with a customer. I left my name and number and waited, but I got nothing. I called back and he picked up the phone. He basically told me that Chris, the guy covering for him on Friday, did fill him in on what is going on and there was nothing he can do for me since MW does not take returns and/or exchanges! Wow, that wasn't what I was told while in the store with three other people who heard the conversation! I was also told that I was out of luck and that it was not his problem. While on the phone with him, he kept talking to another salesperson about how he needs to make a sale today, how much money they are looking to make and just having conversation with the other people in the store while I was letting him know that the mattress I purchased and the mattress that was delivered to me was not at all the same, and that I had spent all that money for nothing!

He told me that my spending over $1,300 and expecting comfort was not his problem. I asked him why I was never told that there was no refund or exchange policy. He said that if I would have asked, then he would have told me. But there is nowhere in the law of mattress that he would have to tell me that without me asking him! I asked for his supervisor's name and number, and told him that I was going to contact the person. The reply I got from Ray was, "I have been with this company for many years and I'm more important to them than any customer, so please go ahead and call". Well, I did call and I guess that 500-pound ** Ray was right. I left John, his supervisor, three voice mails and he did not bother to call me back once. I have slept on the floor since we got this mattress as it's very uncomfortable and it's causing me major hip and back pain.

One last note, I told him that I'm often in that shopping center and I will let people know that they have the worst service and that they don't show the no exchange or return policy to anyone. The only time that it's mentioned is on the back of the receipt after the item has been purchased, paid and signed for. The manager said, "come near my store and I will call the police. Remember that I have your address and I know where you live!" Oh great, so If I'm killed after this review, then you know where to go look for me! I will be contacting an attorney about my complaint just to seek justice from such company! If you want bad service, waste your money and be in pain, Mattress Warehouse is the place for you to go and get trashed.

Over the Labor Day weekend, I went into the Prince Frederick Mattress Warehouse location. I originally went into the store to purchase a Tempur Pedic bed. However upon review of the prices listed, I quickly found that the prices advertised online were not the same as the prices at this particular location. Based on budgetary reasons and a need for a new bed, I tested several other mattresses within the store. I found one pillow top mattress that was very comfortable and happened to be on sale. In addition to purchasing the mattress set, I also purchased a bed, and the required $170 mattress cover.

The items were all delivered to the house and set up by the delivery personnel. That evening I went to bed, and within 25 minutes I found that I could not sleep on the bed as it was very uncomfortable. I slept on an air mattress that evening. Because I tested a King size bed and ordered a queen size bed, I thought maybe it was the bed size. I went into the same Mattress warehouse location the next day, and asked if I could exchange the bed. The store clerk told me that I already accepted the bed, so there are no exchanges. In addition she stated that because the mattress set was under $2,000, that this is another reason why I could not exchange the bed.

I then contacted the Mattress Warehouse corporate offices to speak with their customer care department. I was told by the customer care agent that Mattress Warehouse only has a return policy on Tempur Pedic beds. When I responded with you are telling me that I spent over $2,500 total, and now have a bed I cannot sleep on and there is nothing you can do to assist me, the agent responded with that is correct. I immediately asked for the regional managers phone number. Once off the phone, I immediately called the regional manager and left a phone message asking him to call me about the situation. It has been almost two weeks since I left the message, and I have not heard word one from the Regional manager. I have not slept on the bed since I received it two weeks ago. I am still sleeping on an air mattress.

We went to Mattress Warehouse in Montgomery Mall over Memorial Day weekend to look for a mattress. I'm typically not an impulse buyer but the sales manager (Etay) seemed honest and they offered a 45 day guarantee so we went ahead and purchased a Tempur-Pedic mattress. As an additional incentive, we got 3 pillows and a mattress cover as gifts which the sales manager told us to take home with us that day because the mattress delivery do not deliver pillows.

He said if we were not comfortable with these pillows, we can bring them back to exchange. So we took the pillows and mattress cover home. Afterwards, I started having 2nd thoughts because this was an expensive purchase ($3,000). I hadn't done any research on the mattresses and this was the first store we went to so we decided to cancel the order.

Before the mattress was scheduled to be delivered, we returned to the store with the pillows and mattress cover unopened to cancel the order expecting to get a full refund on our mattress purchase. We were told that the pillows and mattress cover could not be returned because it was taken out of the store and they do not accept returned merchandise. I explained to them that I did not purchase these items. I purchased a mattress which I have not received and the pillows and mattress cover were gifts with purchase, are in new unopened condition, and were told to take home with us. They refused to accept this and insist on deducting the cost of the pillows and mattress cover ($400) from the refund of the mattress. The invoice only includes the price of the mattress. The invoice shows a zero amount for the pillows and mattress cover. Nowhere documented and not at any time were we told that we would be charged for these gifts.

The store manager instructed us to take back the pillows and mattress cover and he would contact the regional manager to determine the refund amount. 6 hours later, an associate calls us back to say that they would have to deduct $400 for the freebies and asked whether we wanted to proceed with the credit. We declined and asked to speak to the store manager who we were told was with a customer at the time. We asked the associate to have the store manager call us back. 2 days later, no response from the manager. We also contacted customer service the same day. The service rep informed us that they do not take back merchandise and we would be charged for the pillows and mattress cover. So I asked her if they gave us 10 pillows with purchase then I would be charged $1,000 for canceling my order. She said yes. She transferred me to the regional manager (Tarek) with whom I left a voice mail and no return call.

On 04/02/11, at the Chantilly, VA Mattress Warehouse store, my wife and I wanted to purchase a Stearns and Foster mattress. We narrowed down our choices to the Bradenburg Luxury Firm and the Dartington Ultra Firm. At the point of sale, we specified "the softer" of the two (the Bradenburg). But "Matt" put us down for a "Darlington Ultra Firm" (his attempt to spell Dartington), order #: **. Since we had not paid close attention to mattress names and the difference between retail price and final price with tax, we believed we were getting the Bradenburg Luxury Firm. In reality, Matt had ordered the wrong mattress (a $1587.00 value after tax paid with a credit card).

Whatever the case, when the mattress was delivered the following Saturday (04/09/11), we soon noticed it was much, much firmer than what we had tested in the store. We also noticed it was a Dartington: the wrong model. Upon further inspection, we detected a strong musty or moldy smell. And opening the curtains to allow daylight in the room, we could see a stain of some kind (about 16" across). When we called the Chantilly store to inform them that it was the wrong mattress and there was a stain, Matt immediately questioned why we had not reported this sooner. He was suspicious of our explanation despite our honesty. And he said he would need pictures of the mattress and for us to contact the district manager via email (**).

We explained we had not noticed the stain until then because of the lighting in the room. We then contacted "Mark **", the district manager who returned our call and left a voicemail at 5:25 pm, Monday, April 11th. He said: "This is Mark ** from Mattress Warehouse. You had sent a couple of pictures regarding a recent mattress delivery. I just have a couple of questions for you on that." I called Mark ** back the following day. He inquired about the delivery and asked a few prepared questions. I stated that at the time of delivery, the lighting in the room made it very difficult to detect any stain. He seemed very suspicious and defensive. Mark immediately accused us of causing the stain on the mattress, and asked, "How often do you change your sheets?" I refused to answer that question saying that it had no relevance to our discussion, since he was attempting to accuse us of lying. He also accused me of "changing my story".

I realized very quickly that it didn't matter what I said at all since Mark was only interested in demonstrating that the delivery of this stained, smelly, and wrong mattress was our fault. So, by the time our conversation finished, we had been accused of lying. And Mark offered to "ask the delivery guys if they noticed anything" and that he would "see if the warehouse had reported any leaks on the roof". With that unbudging, inflexible response to our situation, it became clear that Mark (and Mattress Warehouse) had no intention whatsoever of actually helping us resolve anything. We then attempted to contact the president of Mattress Warehouse (David Ahern) multiple times. We left messages with the customer service reps at 1-800-233-7253. No return call was ever received. We want a full refund for the total amount paid ($1587.00) since this was not the mattress, stain, or smelly item we ordered.

I purchased a Simmons Brentford mattress from Mattress Warehouse after testing it out in the store. It was delivered the next day. However, it wasn't until I arrived home from work that I realized it was not the Simmons Brentford mattress I ordered, but the Breesport mattress. I immediately called and went to to the store the next day to explain that I didn't receive the mattress I purchased. I was told by Gaby that I should be able to exchange it, but nothing was definitive and I'd have to come back two days from then when the Manger, Body was there.

I was informed that there would be no resolution for a few days. So, sans mattress and with the arrival of Guests, I was pretty upset. I was informed by Customer Service that I probably would not be able to receive a refund and I may or may not be able to exchange. Jerry, the Regional Manager, called later to inform me he would take care of things and I would be able to exchange for a different mattress. I informed him that of the mattress I desired and also that I would pay the difference to a certain amount. If not, I told him I wanted a refund. He was checking with Corporate, but never returned my call. I returned to the store to speak with Body. He wasn't even aware of the situation. He called Jerry who stated they would give me an additional 10% off the sale price for the exchange. Body calculated the difference, and I paid an additional $460 with an expected delivery date three days later.

The evening prior to delivery, Body informed me that there was a gash in the mattress being delivered and they wouldn't get a shipment to be sent until a couple of days after that. Due to my situation, he said he would take it upon himself to make sure it was delivered that Wednesday. On Wednesday morning, I called Body was surprised the delivery men hadn't called. He called back to let me know he had made a mathematical error in the difference and that if I wanted the mattress we contracted for, I would have to pay more money. I informed him that I wouldn't spend any additional money and to just refund my money. He stated it would have escalated and from that point on, I have not been able to get a straight answer. I am being told that it is illegal for them to pick up the mattress. At the same time, I have spoken with Tiffany and Jennifer multiple times at Corporate Customer Service and "their hands are tied". Further, Jerry has yet to return the multiple calls I've left him.

We have a mattress as hard as rock, never slept in sitting in our bedroom. We have been sleeping on the couch as it is more comfortable. My credit company has put a hold on the charge of the additional $450 I paid. I am now trying to reach out to my Bank to dispute the debit charge I made initially. Please be advised of the unethical and bad business practices Mattress Warehouse engages in. They have yet to honor their contractual obligation and I feel victimized.

After one year the mattress has become lumpy in the pillow top. Very uncomfortable and creates pressure points.

While my husband was out of town, I ordered 2 king mattress in the store. This was to be a surprise for my husband. They said the mattresses would be delivered on Friday. On Friday, the warehouse called me and said that the mattresses were out of stock and they would call on Monday to let me know when they would be available. I asked if this would take weeks and he responded with a laugh, "oh no, ma'am. " I had already had our old bed suit removed so we had no bed when my husband arrived home that evening. Monday, Tuesday and Wednesday came and no phone call. I called the store on Wednesday and the gentleman said he would look into it. I did not receive a call back so I called again that evening and he advised that he couldn't find my "ticket." I told him to check with the warehouse. I followed up the next day, after getting no phone call again, and he said that they were going to give us a "free" upgrade. I told him I wanted to see the upgrade first to see if I liked the mattress. By state law once a mattress is delivered it cannot be returned.

I went into the store the next day and my husband and I spoke with a different salesman. He appeared irritated after I explained the situation. He showed me the "upgrade" which was awful! I told him I didn't like the mattress and I just wanted to cancel the order. He argued that it was an "upgrade" and I told him that I understood that but it wasn't an "upgrade" in my opinion. He then got on the phone and was trying to find out when my original choice of mattress would be in. I repeatedly told him I didn't want to do business with this chain because of the terrible customer service. He hung up the phone and exclaimed, **!". This was in reference to whomever he was speaking to on the phone. He did this in front of my toddler son, too. He was very rude and unprofessional. He told me that my mattresses were now in stock and would be delivered tomorrow.

I said, "Sir, you're not listening. I want to cancel the order. I'm not doing business with this company." He continued to argue with me and then said that he couldn't cancel the order without my original sales receipt. He had a copy of the same thing on his desk! I told him I wasn't coming back to the store and I had been inconvenienced enough. He said he wasn't canceling the order then and I told him I wouldn't accept delivery. He continued to yell as we left the store realizing we would get no where with him. We called corporate and got an operator that could care less. We called the store later that evening and "Joe" answered. My husband said that he wanted to make sure the mattress would not be delivered the next day. Joe advised that they would not and hung up on my husband. We attempted to contact corporate and really never got anywhere. My father had to go back to the store with the "original" receipt so we could get refunded which took long enough. I then went to Sleepy's and got a great deal on a much better mattress and fabulous customer service! I paid $700 more than I originally planned and it was worth it for the service that we received. And by the way, my mattresses were delivered and set up the next day with a free protector!

I bought a "cheap" mattress during a close out sale on 4/30/11 at Mattress Warehouse's Alexandria store for $240.00 plus tax. I picked up the mattress visibly in good condition and in plastic. Once I got the mattress home and out of the plastic, I could smell something musty, possibly moldy. I called the store a few days later regarding the concern about the smell and the person I spoke with told me that the pillow top might retain a "smell" and that it should dissipate within a week.

Not having been a week since I purchased the mattress, that explanation pacified me, yet I was skeptical. Now, well past the one week mark, I called back and spoke with Otis telling him that the musty or moldy smell persisted and was concerned that it posed a health risk. He stated that he was new and could not help me, that I had to call back tomorrow to speak with someone more senior.

So, I called back the next day and spoke with Nina, the person who sold me the mattress, again explaining that the mattress still smelled moldy and it had been about ten days since I purchased the mattress. Nina informed me that I had to go to the website and under the "Contact Us," send a complaint. I did that immediately after hanging up the phone.

I sent a complaint via email to which Katie responded the following day, 5/12/11, via voice mail message stating that I had to go to the company's website once again and under that "Contact Us" tab use that "Warranty Claim" link and fill out a warranty claim. I did so and the following day faxed a copy of my invoice to complete the warranty claim.

Now, approaching two weeks from my mattress purchase and not wanting to expose my family, especially my children, to a potential mold spores, I called to warranty claim center to verify that they received my claim. Jennifer assured me that they did and that the claim was already in process. I should receive a "voucher" to replace my mattress in an email in 10-15 minutes. I checked my email approximately 20 minutes later and there was a letter stating that the warranty service was willing to replace my mattress without having a third-party inspect the mattress.

My option for replacement was a store credit for $240.00 to be applied towards my mattress exchange; however, if I reselect a mattress of higher quality, I will be responsible for any price differential. Likewise, no refunds will be given if I select a mattress of lesser quality. It instructed me to visit the store where the original purchase was made and the store manager would help me to select a replacement and set up a delivery date.

The transportation costs are not covered by warranty and consequently, I will be charged a standard $65.00 to deliver my replacement mattress and remove the defective mattress. If I wish to avoid paying the delivery fee, the defective merchandise could be returned to the main warehouse in Frederick, Maryland after completing the necessary exchange paperwork from the store where the original purchase was made.

Upset by the very apparent inconveniences of disposal of the brand new moldy mattress, I called to warranty claim center. I spoke with Jennifer and requested to speak with a manager. She gave me the extension to Jerry **, the regional manager. I left a voice mail message stating my health concerns regarding the mold, my dissatisfaction with the delivery fee and in store credit and my strong desire to resolve this matter. I also left my warranty claim information, name and return call number. Mr ** did not return my call. I made additional attempts to reach him, speaking only with a woman named Sharon, who was not able to assist me and refused to give me the name of Mr. **'s supervisor.

I purchased a mattress and box springs set. The item began to sag within a week! A warranty claim was processed and the Serta was found defective. Mattress warehouse (if you are here and looking at the laundry list of complaints, you realize you had dealt with a company that has no regard for its customers) agreed to honor a competitors price on a different mattress. We entered into a contract but now it gets familiar (if you've read the complaints against this awful company). Please sue them at every opportunity you can find. Attorneys will love to win against this defunct, nasty, lying, cheap company. I was told, two weeks after the contract was signed and I paid for the mattress, that they would not perform their duty under the contract (deliver a new mattress).

I filed a Better Business Bureau complaint. To date, the company (three weeks after breaching the contract) has not performed their obligations. As a Virginia attorney, I know that I can file a law suit in Virginia and obtain damages, including for violations of the Virginia consumer practices act, and attorneys fees. You should know this also if you are reading this post. For each and every Virginia or Maryland or DC consumer reading this post, please do not hesitate to contact the DC, Maryland, or Virginia state bar lawyer referral service if you encounter mattress warehouse of Frederick, MD, engaging in such illegal consumer practices. This company is run by a person with no regard to the United States of America, its enacted laws, its consumers, or anything we value. I am sorry to have ever dealt with this bottom feeding company. Don't do business with these renegades. Don't read their "responses'" as anything more than hollow and without any concern. This company should be avoided at all costs.

On March 20, I purchased a twin Glenwood mattress on sale for $227.50. This was one of those inflated sales where they mark the price up so they can mark it down. The mattress was worth about $250, but the salesman quoted the regular price at around $550. The mattress was not currently in the showroom. I wanted to pick the mattress up instead of paying an additional $60 to have it delivered. The salesperson, Tim, estimated the in-store date at 10 days. After 10 days, I started calling and asking about the mattress. All I got were vague and unhelpful answers like, "I'm not sure what's going on, it should have been here by now," and "Maybe it will be here on Tuesday."

Tim also told me that the mattress is manufactured in Fredericksburg, which is about 15 miles from where I bought it, so it's not like it was coming from China or anything. The store didn't even try to give me a reasonable justification for the delay, or a serious effort at finding a suitable substitute that was in stock. Finally, after three weeks of waiting and calling, I canceled the order. The salesman Tim told me that it would take about a week to get my money back. Based on that was promised, I went out and bought a mattress at their competitor's store for the same price (the whole process there took me 13 minutes as opposed to four weeks) and took the mattress home that day.

After a week, I still had not received a refund so I called the corporate office, who told me that it could take another three weeks before I get my money back. Seriously? They get to hold my money for two months and I get absolutely nothing in return? I never even had the mattress, it's not like I had to return the merchandise or anything. When I asked why the salesman would have told me I'd have my money back in a week, when this process typically takes a month, the corporate customer service person told me that the people in the stores often don't know what's going on.

No one in the store has ever made a sincere effort to address my problem, either by offering a suitable substitute item or expediting the refund. Their responses indicate to me a culture of unconcern with customer service.

On 5/9/09, we spent $1,300 on a set of queen size mattresses only to have a lumpy bed a year and a half later. I contacted Mattress Warehouse and they said that they would get in touch with the warranty people and have them call us. Two weeks later, we get a form in the mail asking us to complete and return with the receipt. We completed the form, sent pictures and sent a copy of the receipt. A month later, we get the form back along with our photos that said:

Dear David & Kristal,

The warranty claim we received from you is for a Euro Touch/May & Company/ Scandinavian Sleep products. Unfortunately, we no longer do business with them, thus, we no longer can facilitate the claim. Please call the warranty department at **.

Thank you,

Mattress Warehouse

We called the number and the rep explained that Mattress Warehouse is under new management and they no longer do business with them after 30 years. He said that they would look at my mattress if I wanted to pay for the shipping to Indianapolis, Indiana. I asked how much it would be and he said that it was about $300. Why should I have to pay for a defect in their mattress? I said, "I do not have that kind of money." He said to give him a week to see if he can arrange for them to pick it up. I never heard back from them until now.

I went to Mattress Warehouse on Sat and ordered a mattress, the sales associate promised me that I could have it on that coming Monday, to give the store time and so I could schedule with my property management company, I requested the delivery that Thursday. They processed my order and charged me for delivery, which I thought (based on my order was included/free & they did not even advise that it might be added or the let me know the amount), when I saw my receipt, I questioned the total balance, they told me that the delivery is added & is standard, I did not agree, but gave in to the fee (note: I did not have any set up needed, nor any old items to disassemble/remove or haul away, so there really was no need for additional fee to cover those things, which are included in the delivery charges & I made the same comment to him then).

When confirming my order, they told me that the delivery times were not guaranteed, but could be requested, I requested the 1st delivery time (8-11) and notification ahead of time to confirm. They said that I should be getting a call to confirm the time. The day before the delivery was scheduled, I called the store (I was not given a number to delivery or customer service) from the # on my receipt to make sure that they're on schedule. There was no answer or VM when I called in the afternoon. On Thursday morning, I had scheduled with the management office & work for the 8-11 "window" that I was anticipating.

I got no call & still no other numbers, so again, I called the store, but they didn't open until 10 AM. By 10:20, I reached a representative at the store who said that the associate I dealt with on Sat, was not in & should have called me the day before, to let me know that it wasn't in yet. I missed 3.5 hours from work & I told the representative to credit the delivery fee & requested a complaint filed and reimburse me for the missed time from work. Then, the rep told me no one even checked on my mattress or called the warehouse or manufacturer. I requested he call them & get this resolved immediately. He hung up on me, and then an hour later called me back and said it would be for 2 more weeks. Later that day, I went to Target to get an air mattress and pump, to get through until the delivery would be resolved. I sent a complaint to the company's customer service department, as well as called and asked them to file a complaint, and requested in addition to crediting me the delivery charge (65) & missed time from work (another approx 76). I also wanted reimbursement for having to buy the air mattress (75) due to their inability to deliver my mattress as promised and expected. I received no reply or credit.

Then Friday, they said my mattress was in & could be delivered Sat or Mon, the management office said that it would have to be on Mon. I scheduled it for Monday same time 8-11, I received a call about 8:30 stating they could deliver it 4-7. The management office doesn't allow furniture deliveries/moving after 5pm. I advised them & they said they already had my mattress on the truck & couldn't change the time & I'd have to reschedule. The delivery dept. called me to reschedule for 2-3 days later, because they said that the truck may or may not return with my mattress on in that evening & they have to get the mattress back in the warehouse before they can schedule delivery. I requested it be delivered the next day, they could even leave it on the truck & have me be one of the 1st deliveries (not only because this makes sense, but to make things right after all this run-around I have been going through to get my mattress that I paid in full).

They said that they couldn't & would call me back. Without letting me know, they did schedule for the next day, left me a message stating that it would be in the afternoon & someone else would confirm the time. I called again & requested the morning or at least before 4pm. Again no guarantee, no manager or responsible agent of the company would speak to me, process my credits for the amounts I requested or assist in ensuring I received my mattress. I sent them an email complaint with specific request for the refund amount & I also by then had checked out their website and found similar mattresses to the one I purchased (same manufacturer & class) for about 1/2 what I was charged and asked for someone to contact me to see if they could process a refund for the difference, especially since I had already been through so much hassle getting my mattress delivered.

I received no reply; I received a VM stating I could call them again. I called several times and the line was either busy or I was on hold, so I sent another email and specifically requested a reply in writing for my files & so that I could include it in my complaint to Consumer Affairs - I have received no reply in any form since then. It has been 3 weeks since my last request. I am still requesting they settle the fees at a minimum, but honestly feel I should get the reduced pricing. Any assistance you can provide to help me get restitution is much appreciated. I still have yet to receive even an apology for the way this was handled.

This is an update to my 2/29/11 and 3/16/11 complaints. Recall that I rejected Mattress Warehouses last three deliveries because the mattresses they tried to give me were not factory sealed and were manufactured six and seven months prior to the delivery date. On their fourth attempt, Mattress Warehouse finally delivered a factory sealed twin Simmons Hayward mattress set to me manufactured on 3/8/11. My complaint with Mattress Warehouse has been resolved but I am very concerned for other customers. Each time Mattress Warehouse delivered a mattress to my house I took photos of the mattress.

On deliveries #1 and #2, the mattress law tags list the weight of filling material as 18lbs 16oz. I could not see the weight of the filling materials in mattress #3 but on mattress #4 the fill weight is listed as 26lbs. Even though all four mattresses were identified as twin Simmons Hayward models, how could the fill weight of the materials magically jump from 18lbs 16oz to 26lbs? I will never know if the bed I selected in the showroom is really the one I received in my home. I cannot explain why the same mattress could have different fill weights. There is something mysterious here. I wish I could post photos on consumeraffairs.com. In the photos, you can clearly see how the fill weights are different for the same mattress.

On February 13, 2011, my husband and I went to the Mattress Warehouse to find a bed for our daughter. Upon finding a bed, the sales associate directed us towards a display of mattress protectors. We were told that they were having a one-day, half-price sale on them and it would be best if we bought one for our new mattress. The store manager then came over to us and they both began telling us how great this particular mattress protector was, claiming that it's 'guaranteed'. We were told that today only, it was half-priced at $70 ($73.50 with tax). It seemed very expensive, but we were assured that it was the 'best we could buy'. We ended up buying it. Later that night, we looked up the reviews on the mattress protector and numerous websites throughout the internet, rated it poor, and many reviewers stated the guarantee wasn't worth anything. To make things even worse, just about every other place we found it had it for between $55 and $60. So where was this 'half-priced' deal they told us about?

February 18th, we arrived at the Mattress Warehouse to pick up our mattress and to return the mattress protector. We explained to the manager that we were not happy at all about the reviews we saw on the mattress protector and that even at 'half-priced', $70 was a lot more than anyone else was selling it for. I have a very hard time believing that there was even a sale. I don't believe that they normally sell this item for $140, when the Walgreens right down the street has them for $60. He told us 'no problem', and said he would immediately fill out the paperwork and forward it to the corporate headquarters for verification. He told us to hold onto it for now and we should hear from them within three weeks. We were immediately put off by this, since this was a simple off-the-shelf purchase and the item had never been opened. Why on Earth would so much of a hassle be required to return it?

About three weeks later, we heard nothing, so I gave them a call. The salesman was clearly uninterested in even speaking with me, but finally, I was told that they were going to take care of it and we would hear something in a few days. We heard nothing. On March 18th, four weeks after we initially tried returning the mattress protector, I called them again and spoke with Jeneane. I explained the situation and told her that I really wanted this taken care of as soon as possible. Again, I got the same uninterested response, once she realized this call was about returning something, and not buying something. After a lot of pushing, she finally told me she would call the corporate HQ herself and get right back to me.

Over an hour later, I didn't get any calls, so I called back to find out what was going on. I got Jeneane again and she didn't seem very happy to hear from me. She claimed she tried calling the corporate number, but couldn't get in touch with anybody. I asked for the number so I can call myself, and she responded, "You really shouldn't bother, they rarely approve returns." I was shocked. This was the first time I was told this whole waiting game was all to wait on an 'approval,' an approval for returning a simple unopened, off-the-shelf mattress protector, how ridiculous! I finally insisted on getting the number so I can call them myself and she then gave it to me. I hung up and called the number she gave me only to find the number was not in service. I tried calling back Jeneane, but nobody was answering at the store. I finally got through after three calls, fifteen minutes later. I got Jeneane again. I told her the number wasn't in service and she laughed, saying, "I must have Alzheimer's, I gave you the wrong number." First of all, my grandfather died of Alzheimer's disease, so maybe that's why I didn't find her 'joke' to be very tasteful nor professional, and second, how do you 'accidentally' give someone a bad phone number? I finally did get the correct number from her, a completely different number, with name and extension. I left a message with my phone number, order number, and full explanation of the problem, however, it's been over a week and we never received a response.

I have never had such a problem returning something to a store before, and certainly never dealt with such an incredibly unprofessional staff. I hope they're happy. We bought two beds from them prior to this, but never had to deal with a return before. Now that we did, we clearly see the darker, greedier side of the company that would rather toss a customer to the curb, rather than refund a mere $73.50 and put the item back on their display rack. I will never buy from the Mattress Warehouse again.

This is an update to my 2/19/11 complaint against Mattress Warehouse.

On 2/18/2011, after twice delivering a mattress set that was six months old, sealed with clear tape and not factory sealed, Alex from Mattress Warehouse in Woodbridge, VA called me to say that he would order me a mattress set directly from the Simmons factory. My mattress set would take 4-6 weeks but I would receive a factory sealed mattress this way.

On 3/10/11, Jessie from the Mattress Warehouse Special Orders Department called to say my specially ordered mattress had arrived. We scheduled a delivery date.

On 3/11/11, Ron from the Mattress Warehouse Woodbridge, VA store also called and said he had received a mattress specially ordered just for me. I told him Jessie from the special orders department already called me and we set up a delivery date.

Today, 3/15/11, marks the third time Mattress Warehouse has failed to deliver a factory sealed twin size Simmons Hayward Mattress set to me since I paid $1,000 on 2/10/11.

On 3/15/201, the delivery truck brought me a mattress manufactured on 8/17/2010 (7 months old), and again, the mattress was not factory sealed but secured with clear tape on the long side. The box spring was completely sealed like it should have been but the mattress was not.

Upon close inspection of the mattress plastic, I could see a dirty handprint on the corner of the mattress fabric exactly where a hand would go if you stood the mattress up on the narrow end. Just to make sure the handprint wasn't on the outer plastic wrapping, I tried to wipe it away on top of the plastic but the dirty handprint wouldn't wipe away, so I'm absolutely sure the dirt was on the mattress itself and not the plastic covering.

As on Mattress Warehouse's two previous attempts, the delivery guys tried to convince me that the mattress plastic is easily torn during delivery. To demonstrate how easy it is to rip the mattress plastic during delivery, the delivery guy tried to rip part of the plastic with his bare hands but he could not rip the plastic. The mattress plastic was so strong that it would have to be opened with scissors or a knife. Secondly, if the mattress plastic rips easily during delivery, why does it only rip on the long side of the mattress and not the short side? The mattress plastic is very strong and does not rip easily.

For the third time, I refused to sign for my twin Simmons Hayward because the mattress was 7 months old and not factory sealed.

What I want from mattress warehouse: I do not want a refund. I want mattress warehouse to deliver what I paid for - a factory sealed twin-sized Simmons Hayward (a firm pillow top mattress about 14 high with 594 coils of 13.75 gauge) and matching low-profile box spring.

My husband and I recently bought a mattress set from Mattress Warehouse. The experience has been anything but pleasant and I would not advise anyone to buy from this company.

From the moment we bought the mattress, we have been deceived and treated as if we made the mistake. No customer service at all. The mattress we bought and delivered was in no way compared to the mattress we looked at in the store. You only have to lie on both for a second to realize they are different. The saleswoman who sold us the mattress set tells me that maybe ours will "soften with age" when she spent several minutes in the store telling us that the mattress we demoed was the kind that "would not change a bit in 10 years because it is highest quality."

When we called to exchange the mattress, we were trying to upgrade the mattress to a more expensive mattress with a pillow top. We were aware of the cost difference and expected to pay for the difference. However, at this point I want them to take the mattress back and refund our money back, or, at the very least, I want them to honor what I was told in the store and exchange our current mattress for the more expensive mattress I originally wanted to exchange. Again we would pay for the difference in cost. I would prefer my money back. I am not confident that even if they did allow us to pay for the upgrade and exchange the mattress it would be the same one we liked at the store. After reading reviews on Mattress Warehouse I believe this is not just a culture within this particular store , but a corporate-wide culture fostered from the top by the corporate leadership.

My husband and I are both serving in the military and we worry about how our junior enlisted, junior officers and wounded warriors are being treated by this store as well as other Mattress Warehouse stores. We have spent enough time sleeping on the ground, on cots or just away from our families. Your bed back home is a real motivator and morale booster. It is disappointing to have saved money to get a good mattress and then lied to and cheated out of your money, not to mention a good night's sleep.

I plan on posting my experience and asking other military members as well as their families to post their experiences with Mattress Warehouse so other military members will not be fooled into buying from them in the future. Below I have given a timeline up to this date of the events leading up to this complaint. I have also submitted a formal complaint to Consumer Protection and will continue to pursue this in any way possible. Enough is enough. Too many of us have been taken advantage of and deceived by this company.

25 Feb 2011- Bought mattress from Mattress Warehouse. Was told several times by salesperson (Margo) that we would be allowed to exchange the mattress for a different one from the same mattress brand and type. She said there were two mattresses brands in the store that had an exchange policy and our mattress was one of the two because of the cost and quality.

Mattress price was $2249.99. We asked her twice, just to be sure, and both times were told it would not be a problem. A second salesperson, Steve, assisted Margo in putting the info into the computer for the purchase of the mattress. We were told the mattresses would be delivered on 28th of February and we would receive a call from the warehouse between 7:30-8:00 am letting us know what time they would be delivered. They waived the delivery fee of $65 and gave us a mattress cover for free at a regular cost of $99.

28 Feb 2011- Stayed home from work to wait for the delivery. No call at 8 a.m.; 9:00 came and still no call. Finally at 10:00, I call the store once it is open to see if they can tell me what time the delivery will be. Margo said she will call the warehouse and give me a call back. I received a call back from Steve letting me know they had put the wrong delivery date in the computer when we purchased it on the 28th. The new delivery date would be March 2.

2 March 2011 - Stayed home from work again. I did not receive a call from the warehouse until 12:00, letting me know the delivery would be between 2:00-5:00. Once the truck arrived, the mattress was brought into the house and taken to our bedroom. At no time did they ask me if it was okay to remove the plastic or boxes from the new mattress set. Once they carried the mattress up the stairs, they were surprised when I told them they were supposed to take the old bed away. I was told it was not on their sheet to take the old mattress and they were not allowed to take it with them if it wasn't on their sheet. Finally, one of them calls back to the warehouse to get permission. They were given verbal permission after much discussion and they took the old mattress set with them.

2 March 2011 - Received a call that same evening saying we need to pay a "recycling fee" of $45 for the old mattress. We put the $45 on our credit card and hung up surprised.

5 Mar 2011 - I called the store back and told them the mattress is clearly harder than the one we demoed in the store. So hard it was beyond compare--perhaps a manufacturing defect or the one in the store softened over use. We would like to exchange it for a more expensive mattress with a pillow top from the same brand. At first I was told they had a "no-exchange policy", but when I told the gentleman the brand and type of mattress we had purchased, he said yes, we could exchange it and he would have Margo call me back to get my credit card information and schedule a delivery date. The new mattress I was wanting to buy cost $499 more. Margo calls back and tells me there is no problem exchanging it and takes my credit card info for the difference in price between the mattress I originally purchased and the new mattress. I give the credit card info to her and she says she will call me back with a delivery date. She explains it may take up a week to 10 days before it is delivered if they do not have any in the warehouse. My credit card is charged for $499.

5 Mar 2011 - I received a call back from Margo stating my request for an exchange had been denied and that they have a "no-exchange policy" at Mattress Warehouse. I am stunned and remind her she had told me when we purchased the mattress we could exchange it if we needed to do so. Margo then denies she ever told us that we could exchange the mattress. I asked for the number of her boss and she gave me the number for customer service.

5 Mar 2011- I receive a call back from Margo because she has "good news". My credit card transaction was cancelled and I will not be charged the $499 since the exchange was denied. Still no explanation regarding the exchange policy and she still denies telling us we could exchange the mattress. I told her I will call customer service on Monday.

7 Mar 2011- I called customer service and spoke with Jennifer. I started to give her our customer number and she explained they do not have an electronic system to pull up my purchase. She took all of the information and wrote it down. She then repeated all of the info I have given her to make sure she had it written down correctly and told me she will call back in the next 24-48 hours.

10 Mar 2011- Still no call from Jennifer or anyone else from Mattress Warehouse. I called customer service and again spoke with Jennifer. Jennifer did not remember me and I told her I understand because I am sure she handles a lot of calls. Once she pulled my paperwork, she told me she hadn't done anything with it. She said she did call the regional manager and left a message, but he had not called back and she forgot to follow up with him. She told me she will try to give him a call now and will call me back later in the day.

10 Mar 2011- Regional Manager, Brian, called me back and again took all of my info. Once I have finished explaining my situation, he asked me if I signed a no-return/exchange policy when I bought the mattress. I told him I did not think so. Brian then went on to tell me that there are two mattress types in the store that do have an exchange policy and the one I bought was not one of them. When I told him we were told by Margo that this was one of the mattresses, he said that Margo was incorrect and confused on which two mattresses did have an exchange policy. I told him that is not my problem and I should not be expected to be out $2200 for a mattress that does not work for us because one of their salespeople is not aware which mattresses have an exchange policy. He said he is going to talk with Margo and will give me a call back in 24-48 hours.

11 Mar 2011- Margo called back and left a message on my phone stating she has the paperwork in front of her where we had signed the "no-return/exchange policy and we will not be allowed to return or exchange the mattress. She says she is sorry this didn't end in a "happy" way.

11 Mar 2011- I returned Margo's call and told her I am going to file a formal complaint with Consumer Protection and will also file a complaint with Consumer Affairs. I also told her I have looked at the number of negative reviews about Mattress Warehouse and will post my experience on these sites. I asked for Brian's supervisor contact info and am told it "won't do any good" to contact him. She shares my situation is not a new one to Brian and she cannot assist me.

14 Mar 2011 Nothing resolved at this point. Formal complaint filed with Consumer Protection as well as Consumer Affairs.

I have sent a detailed and certified letter regarding the issues I have experienced with Mattress Warehouse to the company president (Mr. John Ahern) on February 23, 2011, requesting a response no later than March 4th, 2011. To date, I have not received a response. I have outlined the contents of that letter here. This experience is a culmination of effort spread over five months to request, process, and fulfill a warranty claim.

My wife and I are repeat customers of Mattress Warehouse and have spent a considerable amount of money with this company. October 9th, 2010, I visited the Carlisle, PA store to open a warranty claim. The Serta mattress we purchased in 2007 has become intolerable for me and my wife to sleep on. We are both suffering from back pain upon waking in the morning and both visually inspected the mattress and can see deformities in the mattress. A few weeks later, a representative from Mattress Marshals, the independent third-party company sought to review warranty claims, visited our home and inspected the mattress and box springs. We received an emailed letter dated October 25th, 2010, stating "Mattress Marshals determined your box spring/foundation does not meet manufacturer's acceptable specification and the vendor will accept this merchandise back as a defective product."

November 2010: I visited the store on November 7th and presented my letter and claim number to Byron who processed the warranty claim. I was told that I needed to pay a $65.00 delivery fee of which I provided a credit card for. Byron told me he would call to schedule the delivery of my new box springs at a later date.December 2010: I called the store on December 4th as I had not heard from Byron. I spoke with Chris who stated that he would call me back to schedule the delivery of my replacement box springs.

I called the store again on December 29th as, once again, I did not hear from Chris or anyone else at the store to schedule the delivery of my replacement box springs. I spoke with Chris who scheduled the delivery on January 8th, 2011. He stated that I would receive a call early in the morning from the delivery team to tell me what time I should expect their arrival. January 8th, 2011 I awaited a call or visit on January 8th; delivery team was a no-show. I once again called the local Carlisle Mattress Warehouse store on January 27th and spoke with Drew. I explained the situation and he assured me that the delivery could be made on February 4th, 2011.

February 2011: I took the day off from work on February 4th to accommodate the delivery of the box springs. Unfortunately, once again, the folks at Mattress Warehouse failed to call or deliver my replacement box springs.I decided to visit the store on February 5th and spoke with Drew in person. At this point, he was familiar with the situation and explained that they recently replaced management at the store because this type of stuff was happening. He was agitated by my questions, which I did not appreciate or deserve. He also noted that they should have never set-up a delivery for replacements on January 8th (a Saturday) because Mattress Warehouse does not perform warranty deliveries on Saturdays.

Drew processed the claim again, copying all of my paperwork and faxing it. He called someone during our conversation. After getting off the telephone he said, "That guy is the problem." I had no real interest in what he was telling me. I just wanted my replacement box springs to be delivered.

After he handed me the paperwork, I asked him if the box springs he was ordering were the low profile box springs like my current ones. He stated that they were not and said that he would need to re-do all of the paperwork. As you can imagine, this fueled my frustrations; however, I was happy to catch the error in that I hoped it saved me any issues on delivery day. Drew was anxious to get back to a couple that was interested in purchasing a bed and less interested in helping me resolve this issue. I presume a normal reaction to a person who is likely paid on commission.

Finally, Drew and I chose to schedule delivery of the box springs on February 18th. February 18th arrived and we received a call early in the morning stating that the delivery would occur sometime between 8:00 a.m. and 11:00 a.m.

The delivery team arrived around 9:00 a.m. The gentlemen greeted my wife who opened the door. They promptly moved my mattress and removed the two alleged defective box springs. Upon installation of the two new box springs, I noticed that they did not appear to be the same model and appeared to be of lesser quality. The outline of the wood structure within the box spring did not appear the same nor did the outer material which covered the box spring. The alleged defective box springs also included embroidered designs which matched the mattress. The new box springs were plain white. I asked them why they did not match. They did not know. I also noticed a draft and realized that they did not close the front door of my home upon entering, which remained open the entire time.

One of the gentlemen asked me to sign some papers. I asked him for copies and he said, "No copies." I stated that I would make copies and then sign the papers. I copied the papers, signed them, and noted my observations above on the form. I am not convinced that I received the correct box springs as replacements. Upon closer review of the papers presented to me, I noticed that the delivery ticket noted the item as TRANQUIL-LPTXL-FND. The return ticket noted PERFDAY-LPTXL-FND. It appeared that although I corrected a mistake Drew had made (ordering full height foundation box springs), I did not catch the error in which he ordered the incorrect model box springs.

To make matters worse, as the delivery team left, I happened to be walking into my home office and noticed them pulling out of my driveway, and I noted a large amount of mud on the tires of the delivery truck. I decided to take a walk outside and found a rather unpleasant site. It appeared that upon pulling up my driveway and leaving my driveway, the driver was not able to keep the truck off of my lawn. Given the past warm days and the snow melt, my lawn was quite soggy. I found large ruts from both the front and back tires on both sides of my driveway. Unfortunately, this was not limited to a small area, as you will see in the enclosed photos. (Photos were sent as an enclosure to the letter)

I am beyond frustrated. I believe I have been flexible, patient, civil, and understanding throughout this entire process of which has now been dragged out for almost five months, and it appears that it will continue for some time given the outstanding issues. As the Mattress Warehouse website states, "We couldn't do it without our customers - our number one priority!" Given my recent experience, I do not believe I, your customer, am your number one priority.

March 2011 I continue to wait for a response from Mattress Warehouse on all of the issues noted above. We also continue to have back pains and have decided to swap our bed with another from a guest room as it continues to be intolerable and a solution to these issues appear to be nowhere in site. In my letter to the company, I outlined corrective measures I believe to be fair.1. Replace the box springs with the correct make and model of which matches the originally purchased mattress and box springs. 2. I am also interested in learning how I can better approach your staff to further correct the issues I continue to experience with the mattress. Ultimately, I believe the mattress is defective and needs to be replaced or a credit offered to me and my wife to purchase a suitable replacement. 3. Allow me to hire a professional landscaper of my choosing to repair (strictly) the damage done to my property by your delivery team. Mattress Warehouse would pay for these services directly. 4. Refund me the $65.00 delivery fee, given the numerous failed delivery attempts. As stated, I requested a telephone call or email response no later than March 4, 2011; however, did not receive a response. I am now looking for alternative methods to resolve this issue.

About a year ago, I put a nice luxury mattress on layaway. With some set back this year, it took me a whole year to pay off. Every time I would make payment, I would ask, "Is this okay?" I was assured there was no time limit on my purchase. I was finally able to pay off my long awaited new bed. When I called to do so, I was told that my mattress was no longer available. But they said they could send me an upgrade that was better or comparable.

The minute my bed was delivered, I sat on it. This thing was as hard as a rock. It was not the plush, euro top, or anything close. This mattress, though a pillow top, was as firm as they get! I called the store right away. The manager said that I had no choice and I was "stuck" with it. I tried to reason to no avail. I have tried to contact district managers, but no one will get back to me. I have further researched the Serta " upgrade". I saw that it retails for less than I paid for my original mattress set. And it is considered a "firm" mattress. I just want what I paid for, not rude managers picking out bedding and telling me I am stuck with it. This is not a pair of shoes that will go out of fashion in a year. It is a bed that I will sleep in for the next ten years. I am currently sleeping on the couch. My next stop is Fox News!

My husband and I purchased a mattress and box-spring set from Mattress Warehouse. We were told upon purchasing this mattress set that there were no returns. We do understand that, but sometimes you do get a lemon. I believe we did in this set. We were assured this set was one that would not transfer motion. Unfortunately, it does. I have asthma. Every time I cough or wheeze, my husband feels every movement. We also have the mattress in a fully enclosed mattress cover. Plus, the mattress makes a scratching type noise with every movement. I emailed the company. I did receive a return call from them. They told me they could not take the mattress back, but he would exchange it for another. The gentleman who called me was very arrogant and hateful.

On 2/10/2011, Ron at the Mattress Warehouse in Woodbridge, VA sold me a twin Simmons Hayward (a firm pillow top with 594 coils of 13.75 gauge) for $1000, including tax and delivery.

On 2/16/2011, the mattress delivery truck showed up and I inspected the packaging carefully. The plastic was ripped (i.e. not factory sealed) and the date of manufacture on the law tag was 8/16/2010 (six months ago). The law tag was crinkled. I spoke with Jennifer from Customer Service (** Option 4) and I refused to sign for the bed. The next day, Ron told me he would arrange for another factory sealed mattress set to be delivered the next day. But the day after that, the delivery truck showed up with the second mattress set also manufactured on 8/16/2010 (same manufacture date but different serial number). The plastic was also ripped on the long side of this mattress (not factory sealed) and was held together with clear plastic tape. I refused to sign for the bed again.

Jennifer and the delivery guys tried to convince me that the plastic rips during delivery because of all the handling, but since the mattress manufacture date is 6 months ago, I absolutely need a factory sealed mattress so I can be 100% sure it is completely new. Mattress Warehouse's own website, **.com, includes this advice in the What-To-Look-For-In-A-Mattress: "Make sure your bed is factory-sealed, otherwise it may be an old mattress with a new cover."

On that same day, Alex from Mattress Warehouse in Woodbridge, VA called me to say that he would order me a mattress set directly from the Simmons factory. It would take 4-6 weeks but I would receive a factory sealed mattress this way. I still hope this story will have a happy ending and that I will receive my factory sealed mattress, sometime during March 18 - April 1, 2011.

I contacted Consumer Affairs on February 1 about this firm's failure to (1) timely deliver a box spring; (2) issue a promised refund to my credit card; and (3) repeatedly fail to respond to telephone and fax requests over a 10-day period.

On February 2, 2011, clearly prompted by a contact from Consumer Affairs.com, "Melissa" finally telephoned me. She stated that the refund had been promptly issued to my credit card and offered to send me a copy of the refund via email so that I could negotiate with my bank/credit card. I advised her that American Express has no record of any activity involving a refund from Mattress Warehouse and further advised that the refund instructions would have to come from the merchant, not from me. I gave her my email address but asked her to confirm that she would try again to issue the credit/refund to my Amex account; she equivocated. She did commit, however, to immediately email me whatever proof she has that the refund was issued.

I have received nothing via email or otherwise, nor does Amex have any record indicating a refund.

I'm very appreciative of Consumer Affairs.com's efforts in this matter, and I am hoping you can contact Mattress Warehouse again to persuade this person to make good on her promises.

On 1/14/2011, I ordered a box-spring online and arranged for delivery on 1/22/11. The arrangement is that the driver will call first thing in the morning to schedule delivery in a 3-hour window. I did not receive a call on 1/22 and was unable to reach anyone at the 800 number listed for delivery but left several messages. At 9:30 that evening, the driver called and said he would arrive shortly. As I was entertaining, I declined the delivery and said that I would reschedule. On 1/24, I spoke with Melissa (after leaving more messages) who offered to issue a refund to my credit card. I agreed. One week later, no refund has been made and my phone calls are not being returned.

12/5/2010: I purchased a king-sized serta, willow pond mattress and foundation, dynasty bed (headboard and foot board with frame) from Barbara **. It was paid in full at the date of purchase and the delivery was scheduled for 12/11/10.

12/8/2010: I returned to the store to purchase a mattress cover. At which time, I confirmed my delivery with the sales associate, Mason, who presented me with a sales order contract which was different than the contract that I signed. I had a copy of it in my possession. The contract he presented to me stated "headboard-only." When I brought this to his attention and told him that I paid for a headboard and foot board, he advised that I call and talk to Barbara in the morning.

12/9/2010: I called Barbara (store manager) to discuss contract concerns and verified that my delivery would include king-sized serta, willow pond mattress and foundation, dynasty bed (headboard and foot board with frame). Barbara confirmed my order and assured me that the delivery would be correct.

12/10/2010: I called Barbara to re-confirm my delivery for the next day, 12/11/11. Barbara promised that everything was okay.

12/11/2010: At 11:30 a.m., the delivery truck arrived with the following: (-)king-sized serta, willow pond mattress and foundation, (-)headboard, no frame and no foot board. I immediately called Barbara and was told that they could deliver the rest of my order next week. After negotiations, Barbara agreed to bring a frame from the Broad street location and promised to have the correct frame and foot board delivered on Tuesday, 12/14/10 at 5:30 p.m. when I get off work.

12/13/2010: I called Barbara at 3:30 p.m. to follow up (as I had not heard from her). Barbara said that she would call me back.

12/14/2010: I called the store, spoke to Woodrow, and was told that Barbara is off today. At which time, I received a phone call from Barbara on my cell phone. Barbara left a voice mail stating that she was unable to deliver again, as promised, and would try to have my order delivered on Saturday, 12/18/10.

12/14/2010: I called customer service and spoke to Erin at 11:15 a.m. I expressed my concerns regarding my order and lack of service. Erin advised me that I would get a call form the manager within one hour.

12/14/2010: I spoke to Ryan ** (district manager) and explained everything to him. He looked into it and called me back stating that the parts were in stock and he could get my frame and foot board delivered by Saturday.

12/17/2010: I called Ryan to confirm the delivery for the following day. He advised me at that time that there was a problem and was told that they needed my original receipt in order for security to release my delivery. So, I went home, scanned the receipt and emailed it to him. I called to confirm the receipt of the email at 6:37 p.m. and he said that nobody would be available to review my order until Monday, 12/20/10, so it would be another week. When I advised him that Saturday was Christmas, he told me that it would be another two weeks then. I expressed my concern and disappointment to him.

12/17/2010: I called the district manager, James ** (whose number I got from Ryan). I left a voice mail expressing my concerns and asked that he please return my call to resolve the issues. No return call.

12/20/2010: I called Barbara at the store to cancel the foot board order and request a refund for the foot board. I was advised at that time that it would be two weeks as they had to fax a request form to corporate and that they would call me in two weeks. I requested a copy of the fax.

1/3/2011: I called Barbara to verify the refund and was advised that it would be another week. I can call them back on Friday, 1/7/11.

1/8/2011: I called Barbara to verify the refund and was told that she would call me back.

1/9/2011: I never heard back form Barbara so I called the store and was told that she was not in the office. I left a voice mail with Woodrow.

1/10/2011: I called Barbara again and was told that she was with a customer. I left another message. Barbara called me back and advised me that Ryan would not approve my refund. She told me when they could deliver the rails. I told her that I was no longer interested in the rails and wanted a refund. She told me that it was out of her hands and that I had to take it up with the corporate. I then called customer service and left a voice mail for someone to contact me regarding my refund. Nobody has called me back, to date.

1/11/2011: I called again and spoke to Melissa. I requested a number of someone to talk to regarding my issue. She told me that there was not anyone except Ryan and that the president was above Ryan. Melisa recommended that I file my complaint online at their website. I submitted a customer service inquiry online at Mattress Warehouse website. Then, Ryan called me back (restricted) and advised me that corporate denied my refund and that the only option was to deliver the product. I told him that I no longer wanted the foot board and would like a refund. He said that it was out of his hands but he would see what he could do.

1/18/2011: I submitted a second customer service inquiry online at Mattress Warehouse website.

All I want is a refund for the foot board that I never received. I have all the original documentation, contact information, and contract information available if legal remedy is necessary. Requested resolution: Refund for the foot board.

I purchased a new mattress on 12/31/10 from Mattress Warehouse. I tested the floor model of the brand, which was a twin size, and then purchased a queen size mattress, wrapped in plastic that was secured closed with tape. I had to leave town the next morning to attend a funeral, and did not return and actually sleep on the mattress until 1/6/11.

When I woke up on 1/7/11, the bed smelled moldy to me. I washed the sheets and pillows, but the bed continued to smell moldy. When I contacted Mattress Warehouse first thing on Monday, 1/10/11, I was told by Rich that a swap out for another would be arranged immediately and someone would call me back to arrange a delivery time. That never happened. I have called all week, been given the run-around and not received a single call back.

In the mean time, I am breaking out in hoes from this mattress and since I paid cash, they don't care. Do not buy anything from these con artists. They are selling defective products that will make you physically ill.

I purchased a mattress set on sale for $599.00 in July. It is now 1-7-11 and the mattress is denting in. I called and spoke to the owner and he said he would send someone out on Thursday. I called on Thursday, and he said it would have to wait until later on in the day because the truck was broken down. I told him that Friday (today) would be fine, so he said first thing in the morning, he would send someone out. At 11;00am I called to find out what time because I had to run to the store and did not want to miss them. He asked me to call when I was back, which I did and he sent them then. The guys were really nice, looked at the bed and said that they agreed that it was indeed dented in and that it should not be like that.

They told me that the owner would call to set up a date to bring me a new one. About a half hour later I noticed that the truck was still in front of my driveway, so I asked them if everything was ok. They told me that they were just trying to get it started. I waited awhile longer and they were still there. I thought that maybe they were waiting for a tow truck, and told them that they could wait inside. They asked me if I could give them a jump, which I did and then they left. I waited for the phone call, he never called. So I called him before they closed and I was shocked by his response. The owner told me that he will not be doing anything for me because its not a one and one half inch slope. "it's just a dent". I told him that I spent a lot of money on it he asked me how much I spent. When I told him his reply was,"over a thousand dollars is a lot of money, you spent a little bit of money". I told him that I will not recommend him to anyone, or ever do business with him again and that he was not an honorable man. I bought this mattress thinking i would have it for many years. Now I ache every time I get out of it. And if its dented now, what will it be like a year from now? To me, a hard working single mom of three, $599.00 (on SALE) was and is a lot of money. I would like this to be resolved, if anyone could help. I can not afford to replace a new mattress with another new mattress. Is there a legal action that I can take?

I ordered a mattress on Dec 4. On Dec 5, I returned to the store to cancel the order because I found out that the salesperson had misled us into thinking there was a warranty on the mattress. Since we bought a floor model, it turned out there was no warranty. I filled out the paperwork to cancel the order. This was faxed to the district manager to be approved on Dec 5.

Note that the mattress was never delivered. Since Dec 5, I have spoken with Dean several times as well as Aaron at Customer Service asking about the status of the refund. Their customer service dept is very difficult to get hold of. I have left several messages and have never been called back. When I have gotten hold of someone, they have each assured me that the district manager has the paperwork and the cancellation will be coming any time. I am still waiting as of Dec 29.

I (customer # ****) purchased a queen size Simmons Beauty Sleep, Glenwood Plush Eurotop mattress from mattress warehouse in Gaithersburg, MD on November 20, 2010 and paid a $99.00 delivery fee (order # *****, total $529.99 paid by visa card). Delivery was schedule for November 22, 2010 and I was told that the delivery team would give me a call prior to delivery to schedule a four hour delivery time. I received a call at 9am on November 22, 2010 and I was told that delivery would be between 9am and noon and they would call me one hour before delivery. I advised the caller that I am at work in Bethesda, MD and that I would have to drive to my residence in Germantown to accept delivery.

I received another call at 10:00 am and I was informed that they would be arriving at my residence in an hour (11:00am). I arrived in Germantown (delivery point) at 10:45am. I waited till 11:15am and no one showed-up or called. I called the driver at 11:20am and told him that I have been waiting and that it's now 11:20am. The driver then informed me that there was a problem: "We have three more stops before you, so, call the store and reschedule your delivery." I called the store manager, Ahmed, and he told me he would call the driver to inquire about the delivery. He called me back and told me that there had been a problem and they would not be able to deliver the mattress as promised. He also told me that he would be refunding the delivery fee to me and reschedule the delivery for the next day.

The next day the same events took place. I arrived at home (Germantown) from Bethesda and they were two hours late. Mr. *** promised to refund the delivery fee and he told me that the store mgr would be contacting me to process the refund. Several Attempts to reach the store manager, Ahmed, has been unsuccessful. For the past five weeks, Mr. **** has been referring me to Ahmed, store mgr, and I was able to reach the store manager, Ahmed, who has also been referring me to Mr. ***, district manager. Finally, I decided to call the customer service dept for mattress warehouse. I spoke with Aaron and he told me he can't make any decisions about refunds and that he would have to contact the district manager, Sparta ****. Aaron, customer service rep., refused to provide the contact info for his supervisor the customer service manager.

I paid delivery fees to have the mattress delivered but it wasn't delivered on the day it was schedule to arrive. I had to leave work to come home to accept delivery of the mattress but they never showed up or called to reschedule delivery. I requested a refund of the delivery fee I paid; they have refused to refund the fees. I spoke with the store manager, Ahmed for store no. 3 in Gaithersburg, MD, the district mgr, Sparta ****** and Aaron in customer service. They are playing games and referring me to the others for a solution.

On 11/26, I purchased a mattress from Mattress Warehouse. I was told it was a discontinued model that was in stock and could be delivered early the next week. The delivery date was set for 12/1/2010. I paid $100.00 in cash and put $611.20 on a credit card for a total price of $711.20. On 12/1, I was to receive a call between 7am and 9am to schedule the delivery time. At 11:30 am, I still had not heard from anyone at MW, so I called the store. I was told that the mattress I purchased was out of stock, and they did not know when they could deliver.

They were not apologetic for not calling or alerting me of this. I told them I wanted to cancel the mattress. The store manager Bill told me I had to come in with the original receipt. I did that on 12/2, and Chad processed my refund. He told me that I would have a credit refund within 3-5 days, and a check would be issued for the cash and mailed to me within 7-10 days. I waited one week and on 12/9, still with no refund, I called the store and spoke to Chad. He stated that the refund was processed on 12/3/2010 and should have been received by now. He advised me to call customer service. I did that immediately and spoke with Aaron. Aaron told me that the paperwork had been done wrong and that he would call the store to get it fixed. I called Chad back and told him the news.

While I was on the phone with him, Aaron called the store on another line and the news was relayed to me that the issue would be resolved and a credit issued within a few hours. I monitored my credit card all weekend and no refund appeared. I called the store on 12/13 to speak with Chad and he was not there. I called customer service and was on hold for over 30 minutes, twice. I filed a complaint with the Better Business Bureau of MD and then initiated a credit dispute with my credit card company. I also called the store back and spoke to Mark who told me he would have the store manager call me. I waited for a call. I am still waiting. I called the Regional manager, Tarik, and left the 4th message on his vm regarding this issue. I have never received a call back from him.

Today, on 12/14 I called customer service again, I left a message for a Melissa ***** who is supposedly the customer service manager and have yet to receive a call back. I also called the store where Mark told me he could not provide any further information to me on this issue. At this point, I am out of $711.20 for a mattress that was never delivered. I do not want it. I want my money back so that I can go elsewhere and buy a mattress. I would like a resolution of this in full and find the customer service and the employees to be dishonest and fraudulent in their business practices and cruel as well. They are rude and refuse to accept responsibility for their actions which are unethical. Basically, my money was taken from me in a fraudulent manner by promising goods that could not be delivered and has not been returned. That is stealing and is a criminal offense.

I used to work for this place. The tagged price is a sham depending on tagged price; let's say $3500, you can come down about a grand or more. They have lines to sell at. Employee cost is 20% below burn. They burn every customer or should who's interested in a bed but chooses to walk with no commitment. You would be a stupid consumer to not study this market before you get into your new bed. Tell your friends about this posting and inform everyone. People should know how the mattress industry is designed. They can be talked down significantly!

Coupons are a joke and a waste of time. The real low price is in the back of the blue book marked with the month and year on it. When they make offers, they run to the book depending on whether the salesman knows the lines on the bed or not. Please if you found this posting, I wish for it to be shared on every thread about mattresses as possible. It is tough enough trying to buy a car and getting ripped. But with a mattress that's going to sleep you for years, I'd rather know I got the true lowest price there is. Some of the salesmen are good. Knowing this will make you better I promise!

I purchased a King Tempurpedic Cloud Supreme with ergo system on 11/24/10. It was supposed to be delivered on Tuesday, 11/30/10. It wasn't. I got a call stating it was backordered. It was delivered on 12/4/10. I wasn't home at the time. When I got home, I realized it wasn't the right mattress or the right ergo system. Oh, and it also smelled very bad. I called the store and spoke to Peter **. He told me I had to keep it for 30 days and then write them to get a refund (they said they have a money back guarantee on these beds). I was furious.

I called their corporate office and spoke to "Erin" who refused to give me his last name. He put me on hold for 15 minutes to speak with the district manager, only to return and tell me that I had to keep it for 30 days. Even then, they would only give me a refund for $2400 for the mattress and not the ergo system. My receipt shows I paid $5100 for the mattress set and that is what I should receive a refund for. This company is unbelievable! I called back the store and spoke with Peter ** who lied and told me that the money back guarantee I signed stated it doesn't cover the ergo system.

It doesn't say that at all! I told him I was going to call my attorney. He said, "I'm ending this conversation since you threatened legal action." And he hung up on me. I've done some looking online and I can't believe how many complaints people have written about this same store alone. I've taken matters into my own hands. If this road doesn't take care of this, then my next step is to take them to court. I will file a suit and I will add any damages and/or expenses I may have. I can promise you that!

It is a bait and switch. I viewed and examined several low-mid range mattresses at Mattress Warehouse, intended for a seldom used guest room. I elected a generic model touted to be made in America by 4th largest manufacturer of mattresses. Having purchased seven (7) really good products at Navy Exchange and Costco over the past 8 years, we knew the range of quality there was - excellent and with warranty. We elected to pick up this box spring and mattress and self-deliver them. Three days post purchase, they say the product was not in store and was about to be delivered.

On the day of pick up, I witnessed the manager-salesperson be able to single-handedly hoist the above to the top of my SUV with great ease. Upon arrival at our home, I discovered why; they were very light, and after carrying each part to the guest bedroom, unwrapping, and attempting to lie on it, it was a cartoon mattress. It sank in the middle and folded up on the ends. Upon further examination, the numbers were not totally consistent with the contract and yes, it was made in China. I called the store, spoke with Matt, and was directed to the boiler plate notice that the product was non-returnable, natch, and now, considered "used".

Ensuing calls demonstrated what Mattress Warehouse's manager Matt, does best - shout, "Have a nice day" and hang up. Calls to the regional manager were returned and while cordial, he parroted the company policies but offered that if we were to pay $70 for a pick-up and at least $85 more for an upgrade, the mattress could magically be returned. Email comments to the Web master were not returned and the live "answer-lady" was, by design, reading from a script.

In the very best light, this is a classic bait and switch. A lousy product substituted for a fair quality product. We, on Veteran's Day, chose to share the limited resources we have and sadly failed to heed - let the buyer beware. We should have read the litany of complaints associated with Mattress Warehouse. This product has been donated to a 501 shelter.

On Sept.5, 2010, I went with a friend to this store to look at the Tempurpedic mattress. I had been thinking about buying one for quite a long time. A very pleasant salesman by the name of Al was of great assistance to us and convinced me that if I bought this very expensive model, the Allura, he would throw in the frame, two regular sized tempurpedic pillows and the zippered mattress covers for free. This was to be an expensive transaction so I told him I would have to think about it. He gave me his card with the figures and items to be included written on it.

Eventually, I returned to the store [Nov. 15] with my friend and found that Al was no longer at that store. The saleslady, Barbara ,remembered us being there and said she would honor what Al had written on the business card. All seemed to go well, because I paid off the balance of my friend's mattress, she said they would deliver her mattress to her address free of charge.

On Nov. 17,two very pleasant young men delivered my mattress and quickly set it up. I inquired about the pillows and the covers. Was told to get them from the store on Monday. As of this date, the pillows and zippered covers have not been received. My friend has been to the store three times trying to pick up these items and has been treated with less than respect. I would consider myself to be a good customer with the amount of money I spent, but do not feel that I, or my friend are being treated as such. I shall not suggest that any of my friends go to this store.. Sincerely, Nancy **** RN

On November 7, 2010, I purchased a Sealy Posturepedic Cloud Supreme mattress for $3200. I was told it could be returned within 60 days (unsolicited statement). On November 13, 2010, the mattress was delivered. As soon as the delivery men left, I tried the mattress and immediately noticed that (a) it did not feel like the one I tried in the store and (b) it was so high that I could not get into the bed with a stool. (I had both knees replaced in January 2010.)

I decided to go back to the store to make sure I wasn't mistaken about how the mattress should feel. I went back that same day, tried the mattress again, and realized that the mattress that was delivered definitely did not feel like the one that was delivered to me. I spoke with the store manager Mark, and he said that generally mattresses should be tried out for 30-45 days before returning. I told him I did not want to sleep on the mattress for the two reasons stated above, and I would like to return it while it was still in pristine condition. He said he would have to call someone to talk about the return and would call me on Monday. He also said it would cost $150 to remove the mattress, and I agreed with that.

On November 15, I did not receive the promised call from Mark; so before it got too late in the day, I called the store. I was fortunate to get Winston, the district manager, and I explained the problem. He asked me if I had signed a "return contract." I told him I had signed everything that was given to me to sign. He then checked my file and said that I had not signed a "return contract," so the mattress could not be returned. I said to him, "So I was not offered a return contract to sign and now I'm **? " He said he didn't like to put it like that. I said, "I guess not, but that's what it amounts to." He said he could check into it and call me on Monday (November 22).

On November 22, by about 1:00 p.m., I had not received a phone call; so I called again. Winston was not there, and Mark was busy with another customer but would call me back in 5 minutes. I called Mark a second time, but he has not yet called me back.

We purchased in October 2009, a mattress and box spring in 2008. After 8 months, the middle of the bed was sinking in. I called the store and they suggested that I called customer services, which I did and spoke to someone name Laura at 301-682-7004 who transferred me to a supervisor named Aaron. After speaking to him, I knew he was not willing to abide by their promise and told me that I should call Sealy mattress warranty. I told him that I purchased the mattress from the Mattress Warehouse not Sealy; he said that he was not able to help. Aaron suggested that I call Sealy at 1800-697-3259 as he will not be able to replace the mattress I had purchased from them. I called Sealy and the issue has still not been resolved.

I spent time to write this review as I want to remind other customers. Don't pay any deposit if you are not sure about the purchase. They will persuade you to pay the deposit. No matter how much you paid, if you don't want to buy anything and want it back, they will give you trouble. It just wastes your time. Be careful about it. Do not listen to them to pay the deposit.

I am informing you of extremely poor service and questionable integrity your employees have displayed. Please refer to my notes I have made of our experience in purchasing a mattress set at 11002 Lee Hwy, Fairfax VA store. In short, my wife and I feel completely misled by Todd (who works at the location annotated above). He not only misrepresented your company by leading us to believe we had 60-day customer satisfaction guarantee but never supplied us the appropriate documentation that clearly explains your policy regarding a warranty. I seriously question his integrity and should have known better when he threw in a mattress cover (worth $100) for free by making the purchase that night. Being an officer in the United States Air Force, if I demonstrated this type of behavior, not only would I most likely be court martialed, discharged for misconduct, but would also bring disgrace to the Armed Services. Due to this experience, I feel obligated to notify you, the Better Business Bureau, ***, consumer affairs.com and ***. They have been Ccd of this letter and its attachments.

6 Oct 2010: I call corporate customer service inquiring about the document I sent below. The customer service rep pulls my info and states that the regional manager (Jerry ***) called the store and me on the 30th of Oct. I did not receive that phone call. I gave her my direct work phone number and requested him to call me. After some phone tag,he called me the same day and we discussed our issue. He said he would have to get back with me Thursday or Friday because he will have to call his boss (Dave). 8 Oct 2010: I called Jerry at 1345 and got his voice mail and did not hear back from him.

On the 3rd of August my wife went into your store on 11002 Lee Highway, Fairfax, VA 22030. A man named Todd introduced himself and assisted her picking out a bed. He told her that any bed she chooses, she will need to give it at least 30 days to have her body adjust and to really try it out. Furthermore, he added not to worry having it that long because she could exchange it up to 60 days.

I then went to the same store that night to test the 2 beds she narrowed it down to then make a decision. After I tried the beds I went home to discuss with my wife which one we should get. We decided on the beauty rest firm mattress set. I called Todd that night and purchased the bed over the phone. No paperwork was given to me or my wife at the store, just his business card. On 5 August,the bed was delivered. On 29 Sept, my wife goes back to the store to inquire about the exchange program

Between 5 Aug and 29 Sept, my wife complained about the bed and how it was not comfortable. In fact, recently she has ended up sleeping in our guest room and with the intention to exchange the mattress with the understanding that she could from how it was explained.

29 Sept: She goes back to the original store and explains to Mr ** what has happened. He begins to explain that is not their policy and we should have gotten a warranty sheet and that there is nothing he can do. He also expressed that she would have to talk to Todd because he can't work this situation and it may have to go up to the DM (we are not familiar with this term). It appeared to my wife that his primary intention was for her to leave the store and he could not help at all. He did give us a Money Back Guarantee sheet and told her that we should have gotten this and it is our fault for not following it.

30- Sept: I call Todd at the store and see what he can do to assist. He then explains that he doesn't recall the sale and asks for my order #. I told him he was the one I purchased it from and I didn't have a number or paperwork because I purchased it on the phone. He looked up the order by my name and then said to just go on the website to see if customer service could help me. I requested to speak to his supervisor/manager but he would not give this info to me and that he just calls the regional office when he needs to talk to someone also. Due to telephone repairs going on at the Fairfax store, we were cut off.

In short, this has been a extremely frustrating experience for my wife and I. She was told about a Guarantee that apparently never existed. Because we purchased it over the phone, any money-back option was never given to us. Also the extremely poor customer service from Mr ** and Todd simply adds salt into this wound.

Our only goal was to change mattresses to one my wife would like (not to get a refund). And now we are left with a bed that will not work and a company that says there is nothing they can do. This is unacceptable and I will be sending my experience to the Better Business Bureau.

We are out well over a thousand dollars and now have to find another mattress because of some employees of your store who appeared to be reputable but come to find out, they were more worried about making money even if lying and being deceitful was involved. I am not sure what actions can be done to rectify this situation but our ultimate goal is to get a new mattress that we can use.

I ordered a mattress during the Mattress Warehouse back-to-school sale at SleepHappens.com. To my surprise, the mattress delivered was completely different from the one I ordered. I went into a MW store, where they informed me that they couldn't help me because the stores were not affiliated with the website --they are all LLCs operating independently from one another. The representatives in the store also told me that the mattress would no longer be able to be returned at that point, since it was considered "used". I told them that I never even removed the plastic wrap and left all of the tags on, since it was a totally different mattress that I did not want. But the store reps said that this didn't matter, since MW had a very strict no return policy.

I double checked the website and there is no mention of the no return policy, not even in the small print when you filled out your credit card info. There is a small note that the mattress you receive may differ in appearance from the one pictured, so that is fine, but I could not find any mention of the no return policy anywhere on the website. This is just unacceptable. At the MW store I visited, they had a huge sign letting customers know that they had a no return policy and I would have appreciated the same on the website.

I had purchased a summon 250 nxg coil on coil on the 8/15/10 and it was delivered to me on 8/21/10 well I slept on the set for two days it was not comfortable at all hard as a rock so I called the store and told them I would like to exchange the set for something different. In the meantime this was a $2500.00 purchase and I was suppose to get the money back guaranteed on this discovery that I was suppose to sign this upon purchase.

Well I didn't even receive this money back until 5 days later then they said they would have to get in touch with corporate to switch it out and I waited and I waited finally they said they could do the switch. And have the other set that I picked out delivered on Tuesday 9/14/10. Well then I get a call from John of corporate in Maryland and he said they could not get it to me on that day mind you I have had to sleep on a rock hard mattress for days by this time I was fed up so I told them to forget I don't want the mattress set anymore

John told me I had to go to the store and pay 150.00 to pick the set up. And that warehouse would call me between 7;00 -7:30 am Wednesday morning to let me know what time they would be coming well here it is 10:00 am and no phone call. Very, very upset customer I would not recommend anyone to this business. These people are out to rip you off.

We bought our queen mattress 1 1/2 years ago. Now the mattress is sagging and the springs are bulging out. Called in the warranty claim, guy came out took pictures. We were denied because of a small spot of tea on the mattress - which by the way, was effortlessly cleaned up in 2 sec.

But the spot did not make the bed sag and springs bulge out of the sides! Wrote to Simmons warranty claims, they refused to do anything because the dealer had to be the one that dealt with it. This is a viscous circle because no one wants to lose money in a situation like this. But both companies will lose money because I will never buy another Simmons or from Mattress Warehouse and I will continue to let people know how horrible both companies are!

I have a bad back. I went to State College's store and asked for a good mattress. The representative there, Richard, suggested that I try tempurpedic which is a memory foam. I said that I had never had one and he assured me that it was guaranteed for 90 days and I could return it. I paid $2,000 for it with a box spring. I got and unwrapped it. The box spring was torn. I called up right away and was told that a new one would be sent out. I waited and waited but no one came out or called me.

After 2 weeks and not 90 days, I decided to return the mattress as I did not find it cool. It made me feel hot and the covering was not to my tastes. I called the same store and got Gayle. She told me that the mattress is not returnable since I failed to sign a paper stating that I wanted that option. Me, the consumer, failed to sign? Are they kidding? I insisted that I was not given any paper and that I was told I had 90 days. I marched into the store and met her along with another male salesman, not the one who sold me the bed. Since there were customers in the store, they kept asking me to try the mattresses far away from the customers and that they would ask their district manager' who is some fake person, if I could exchange my tempurpedic.

I was told originally that I could get my money back, recall? Gayle then showed me a Sealy Cool Spring whose tag was $2,200, more than the tempurpedic. She said that I could have that one for an even exchange. I then agreed as I had been in the store for 3 hours then, fighting with them to return the mattress and recall. I never did get a new box spring either. Then when I went up to sign, she said along with the male salesman that there was a restocking fee. I did not know that and had never heard of that. Then she went on to say that the Sealy was more money and that they would have to call the district manager again. I waited and waited. If anyone went into the store, they moved me away from them as if I couldn't notice that. I finally agreed to the Sealy and had to pay extra money for restocking. I came home to the mattress warehouse website only to find out that the exact same Sealy mattress was for $1,299 with the box springs.

I was horribly cheated and lied to. I will do everything in my power to stop these people from getting away with this. I will tell everyone that I know and write as many letters as I can. This cannot be allowed to happen. Please do not ever go to this store. They are liars, cheats, thieves, and the mattresses are most likely not new anyway. I only wish I had read all the letters on this website before I had walked in.

I purchased Simmons Beautyrest Berwick mattress/box spring on 9/1/10, paying in full with a credit card. Delivery was made on 9/9/10. One hour after the delivery men left, I noted that there was a definite 16' deformity on one of the short edges of the mattress (curvature and bulging). I called the Mattress Warehouse, and was told by Mike that he would file some paperwork tomorrow to get a replacement, might take a week or more. He also stated that if I had not signed on the delivery paper, he could have had one for me tomorrow.

I, the customer, was made to feel that it was my fault for having signed off on the delivery. Who can take the time to thoroughly inspect items while the delivery men are standing there, waiting to leave and as they thrust papers in front of you to sign on? I assumed that I was signing that the goods were received, not that they were in perfect, acceptable condition. I would expect that to be so, after paying almost $1,000 for the set. What about their quality control? Doesn't say much.

I will have to miss work again for another delivery. As it happens, I am off tomorrow, would not have wanted to hang around all day waiting for a delivery, but it's better than having to miss another day of work. Mike said, his hands were tied, just a salesman in the store, not there regularly. That is what the original saleswoman had told me as well, the afternoon that I had purchased the goods.

I ordered a king sized mattress that cost me almost $1200 for my boyfriend and me because I was tired of hearing him complain that the queen sized bed we had was not big enough for us and the dogs. I ordered the mattress on a Friday and set delivery for the next Saturday (8 days later). My boyfriend broke up with me a few days after I ordered the mattress so on Monday (5 days before delivery), I went in and canceled my order. The associate told me that it will take a few days but that I would get my money back. It is now 3 weeks later and I've not seen a dime.

I went to Mattress Warehouse looking for a queen-sized mattress set which was "firm but yielding" (that's how I described my needs to the sales person). I have osteoarthritis & fibromyalgia, and I did not want a bed that "bounced". I wanted something with firm support but comfortable. Sales person Brian pointed out several, and I liked the feel of Beautyrest Belmont plush, but I wanted time to consider other options. I then went to Macy's, and tried out several of their Beautyrest models, ultimately deciding that Mattress Warehouse offered a better price, on comparable models.

I went back to Mattress Warehouse & lay again on the mattress. It had good firm support but felt plush & comfortable when I lay on my side. I bought the mattress on 8/7/10 for total $1,300.00. Mattress set was delivered & delivery guys were in & out of my condo in 10 minutes. They didn't say anything to me except "sign here", once they had ripped off the plastic and set up the bed.

I immediately put mattress cover & bedding on. I'd been sleeping for months on a Wal-Mart air mattress & looked forward to sleeping on a real mattress. I was surprised when I got into bed that evening that it was hard as a brick. I tossed and turned, trying to get comfy, painful in my shoulders & hips as there was no yield at all. After an hour, I hurt so much that I got up and moved around, then went back to bed. I lay there for hours and the aches of laying on my own body on this rigid brick were more than I could handle. I could not manage the pain. Got up before 5AM, stretched out on the sofa for an hour & got ready for work. Very bad day.

Night #2 was a repeat, but worse because I was already exhausted & sore from previous night. I got up at 2AM after 3 hours of hurting, took the sheets off, and stacked 6 layers of soft nap blankets under the sheet, to provide some cushioning, then re-made the bed, and tried again. Dozed fitfully from about 3-6AM, got up exhausted, and stooped over in pain.

I went back to the store, and told Brian the mattress is intolerable, and that I would like to trade up for something better. Brian said, "sorry, we do not do exchanges". I said "are you saying Mattress Warehouse does not stand behind its merchandise? " He said "we do not offer a comfort guarantee, we expect you to make that decision in the store". I pointed to the floor model of the mattress I bought and said "that mattress is nowhere near as hard as my new mattress". He said "well you have to break it in. " I asked "is that on a sign somewhere? " He said it's commonly understood when you buy a mattress that you have to "break it in". I said "then what's the point of laying on the mattresses if they don't tell you what it will feel like in your home? " He said well it was just to give you an idea. I asked "how long does it take to break it in? " He said "it varies, maybe a few weeks or months, depends on the usage".

I said "look at me, I am in so much pain today that I've taken a sick day from work, how do I manage this kind of pain night after night until the mattress is broken in?" He said he was sorry but Mattress Warehouse does not, under any circumstances do refunds". I said "I'm not asking for a refund; I'm offering to spend another $500 or more for a better mattress". He said there was nothing he could do, the company policy was fixed. I asked who else I could talk to, and he gave me a phone number for the district office.

I called that office and talked to a supervisor, explained the situation and got same story on the phone. Lady said "once the plastic comes off the mattress, that's it, we do not offer a comfort warranty". I said "you won't even find a fiber from my clothes on that mattress, I immediately covered it and it's only been in my house for 2 nights".

She said sorry but "look at the back of your receipt, it clearly says no refunds". Again, I said "I am not asking for a refund; I am asking to exchange a product I cannot live with for a product which could put more money in your pocket". I told her my mom went through a similar situation 2 months ago with a mattress from Sleepy's; she slept on it for 8 uncomfortable nights before returning it for something better. (I did not think to mention that Sleepy's let her trade for a mattress which cost $200 more and did not charge her for the difference. ) Lady said "that's Sleepy's, this is Mattress Warehouse". She was politely disinterested and said I could always just buy another mattress if I didn't like the one I got. (Do I look like an ATM machine? )

I have written a letter to Mattress Warehouse, also just got the form to send to Maryland Atty. General. I am stunned at the number of complaints about Mattress Warehouse filed here and on **. How is this company allowed to stay in business? Last note, which I find interesting, on Mattress Warehouse online form for "how was your experience", one question asks "did the delivery person explain our comfort warranty?" Well that would be a big fat no.

The whole process stinks in my opinion. This store should be required to post signs which specifically say "Note: Mattress Warehouse does not provide a comfort warranty; once we get your money, you are stuck with the mattress".

I tried the mattress again, for part of a third night, but absolutely cannot live with the physical pain. I have arthritis in my hips and back, plus degenerative disc disease in my neck. The pain of laying on this thing is more than I can tolerate. It took me a year to save up the money for what I thought was a good mattress, now I'm stuck with a $1300 Beautyrest mattress which hurts my butt just to sit on, and I'm back to sleeping on my $70 Wal-Mart air mattress.

My wife and I purchased a Cloud Supreme Tempur-pedic mattress from Mattress Warehouse on 5/27/2010. This mattress came with a money back guarantee stating if we didn't like it within 30 to 45 days, we could return it. We were told by the salesperson that if we return the mattress, we would be charged $150.00 restocking fee. While trying to decide if we wanted the mattress, the salesperson offered a free mattress cover and two pillows as an incentive to buy. We purchased the mattress, but later decided it wasn't right for us so we called to return it. After many phone calls, the mattress was finally picked up. Weeks later, Mattress Warehouse did credit my credit.

They took the $150.00 restocking fee off of the total cost, but they also deducted the list price of the mattress cover as well as the two pillows. We were never told (in writing or verbally) that we would be charged for these items if we returned the mattress. I spoke with the regional manager many times and offered to return the items in question, but he was not willing to neither take the items back nor provide a full refund.

I was promised a refund of delivery charges on May 20. The individuals doing the delivery were quite rude and it took a long time to get the delivery. I was told that this would be processed and a check would be mailed, since I paid in cash. Over the next few weeks, I called several times and someone would not check on it but told me to wait 8 weeks. Then, I found out that it had been mailed to the wrong address and returned which is strange as my mattress was sent to the right address. I have called about 7 times over this two-month period and every person I talk to feels the need for me to explain why I am getting a refund.

I called Tuesday last week and explained why and the person told me that he would issue the refund and that I should receive it in 4 days. However, I did not. I called on Saturday and he said that the corporate office was closed and asked to give him until Monday. I called back today, Tuesday and talked to someone different who is always quite rude. He wanted to know why I was getting a refund and said that he didn't know why they would issue a refund unless I had picked it up. I told him that they were rude and a bit of the story and told him that I didn't really understand why I had to justify this each time. I have also been promised several times that a manager would call and he has not.

Today, I was told that they do not have a direct number for the corporate office and that he was not able to give me the phone number of the manager. He started raising his voice, while I did not. He said he could not help me and would have the manager call me. I asked if he had my number and he said yes. I said okay and he just hung up the phone! I am told something different each time I call. I am filing a complaint after two months of being treated like a criminal by the mattress warehouse store of Lynchburg, VA. Each time I need to have the service technician come to my home to repair the TV, I have to schedule my time to be available for their window time frame. This is disrupting me and my family's schedule.

This business advertised a buy-one-get-one mattress sets. A total of six sets were on this promotion. For each set, there was a choice of "plush" or pillow top, so essential, 12 different mattresses. I went to the store and was told that "they" only sent her 2 sets. They were the same model, one was "plush" and one was pillow top. They did not have any other of the models available for inspection. I was offered an alternative which would have cost me $700.00 more. I was seeking a king and a queen. I think that this was essentially the purpose that it was a bait-and-switch. I think it is unethical to offer 6 models and only have one available for inspection.

My husband and I went to pick up a mattress and we found one we liked, but it was a little more than we wanted to spend. Hunter informed us that we could get the same mattress if we didn't mind the pattern being different since they were discontinuing that pattern. We made sure we were all talking about the same mattress. Hunter made sure we picked it up on Thursday, when he was working and it was waiting for us. After we got it home, we realized as we sat on it that it was not the same mattress set. The next day, I returned to the store to Hunter and he said the warehouse had made a mistake and he would take care of it. We could return the mattress that night and then he would order a new one, we could pick that up the following Thursday.

Later in the day, I received a phone call from Hunter saying he had to speak to his manager and he would call me back. I tried to reach Hunter both Saturday and Sunday. Finally on Monday, I did hear from him. He said that we could get the mattress we wanted but it would cost more and that we couldn't just return our set since it was now used. We never opened it. It is still in the plastic. We have tried leaving message after message for the manager, sent emails and no response. At this point, we just want to return our mattress and get our money back. I feel like Hunter did a bait and switch. There was another salesperson there who saw the whole thing. We were taken and I do not appreciate it. Thank you for your time in this matter.

I bought an extra firm mattress about a month ago. However, it was too hard and I got pains on my back and neck. So I called the store, I wanted to exchange the mattress with a soft one. I would pay for any extra cost for exchange, but they said their policy is "No Refund" and "No Exchange" and I can't do anything.

Approximately 2 years ago, I purchased a mattress from Mattress Warehouse in Easton, MD. Recently, I noticed there was an issue with the bed and requested an inspection. That is when I came into contact with Mattress Marshals. On the day of our appointment, I received a call from our inspector, David. He was agitated and said he could not find our address. After asking several questions, it was clear he was not even in the correct town. He hung up and I called the number we were given to make an appointment 301-881-3894 and spoke to Abby. I soon heard back from David and he told me he was in "the other Royal Oak, MD." At this point, he became very agitated and was yelling on the phone, before hanging up on me. Again I called Abby, who said he was lost and she would try to touch base with him. I also confirmed that there was indeed no other Royal Oak in the state of Maryland.

The next time David called, he told me that since he had driven 66 miles out of his way to the "other Royal Oak, MD," he would go to his next appointment first and "get to me when he got to me." It was obvious at this point that David was beyond reason and that he was going to punish me by making me wait for him until he "got around to me". When David arrived, he came stomping in and slammed the door behind him. I asked if he had ever figured out where he was and he turned and growled at me, "in the other Royal Oak." My husband, who overheard this, now felt it was not a good idea to leave me alone with David, because he feared for my safety with this irate man. David didn't speak much through out the rest of his inspection, other than to bark orders.

My greatest concern is that Mattress Warehouse employs a subcontractor who is so aggressive and rude that I felt unsafe being around him. When I called Mattress Warehouse to discuss this, I was put on hold for 10 minutes at which point I was told to leave a message or hang up. I left 3-5 messages over the course of a week and sent two letters. This was almost a month ago and I have still not heard back from anyone at Mattress Warehouse.

I purchased a thousand dollar mattress and box spring set by Stearns and Foster. The sales people were very helpful and knowledgeable. I was impressed. The delivery took place on March 24, 2010. When the gentlemen came the first experience was they knocked my wreath on my front door. I immediately took the wreath down and removed expensive vases in my foyer. During the delivery, the men damaged the walls in my hall that led up to my bedroom. I did not see all of the black marks up and down the walls until after they had left. Later that evening Mr. W. noticed all of the black marks and the deep marks and the damage to the drywall up and down the hall.

I called the corporate office and spoke to a lady named Eileen who was apologetic and sent out forms and asked me to get three estimates. I did this. I went back to the store to tell my salesman Mr. T. about what happened. He was on leave and I spoke to another salesperson named Sean. The three repair estimates were $895, $750 and $500. They wrote back and said that they could not take responsibility for any of the damages that I claimed because the two drivers said they did not do it. Also, because I did not see the extent of the damage before they left, it is now my responsibility. I know that this company is probably doing other senior citizens like this.

So I called the corporate office again and they sent me a form letter that was signed by no one that said, "In good faith, they could not punish the drivers in this instance." At the end of the letter no names was typed in only, "Thank You Mattress Warehouse, Inc." I was disturbed that a senior consumer could be treated this way.

I contacted the Better Business Bureau and they told them that I did not report it at time of delivery. I then went and filed a claim with the Maryland Attorney General Consumer Protection Division. They told them the same story and they advised me to go to Small Claims Court in Rockville. I plan to do this next. However, I will use my time getting the word out that this company is not consumer-friendly and if they do any damages, the consumer is left out there unprotected. I plan to warn all groups that I am a part of on their websites. This includes the Montgomery County Retired Teachers Association, my church, Lions Club International, Alpha Kappa Alpha, Inc., National Association for the Advancement of Colored People, and any other website that I can find. I feel that this company is doing this to other consumers.

The walls in my home are damaged. I asked them many times to come out and assess the damage and they refused. They used two workers that were not very young and they scared the walls and dug into the dry wall in order to bring in a mattress set and remove my old one. They refused to come out or pay to get my walls repaired. They do not care about their customers once they have made the sale. Elderly people beware! They say that if you do not see the damage before they leave you can forget about it. Their drivers denied the damages in order to not have the repair funds removed from their pay checks. What a lousy company!

My father and I went there to buy a mattress. The sales person knew that we wanted the mattress delivered the next day because I was only going to be up here for a week to ten days. And I'm sleeping on the floor. We told them that we did not want the mattress if it could not be delivered to us the next day. They promised us that it would be here. Now it won't be here till next week. This is wrong. And they say we can't get our money back for several weeks. Because of this I'm stuck sleeping on a floor. I can't go to another store because they have my money. This is very uncomfortable for me since I have a hernia in my back and also my knee was replaced only two years ago.

I purchased a queen set of mattress & box springs on 4/28/10. When I got home and put the bed up, I noticed the box spring made a cracking noise when you sat or laid on the bed. I took it apart to make sure it was together right, everything looked okay. I bought a new frame to go with the set, so I know it is on the right frame.

I contacted the store and filled out all the paperwork needed. I was told I would be getting a letter in the mail to say if the return was approved. I received the letter today, 6/22/10, and was told I would have to go to Frederick or pay $65.00 for delivery of a new box spring. I informed the salesman I bought the set in Hagerstown and could not bring the old set down to them or afford the delivery charge. I was told they could not do anything to help me.

I bought the set in good faith and now I am stuck with a almost 600.00 dollar bed I cannot sleep on because the noise is terrible. I ask if I could bring the old one to the Hagerstown store and was told no, they do not work that way. I think this is a terrible way to run a business. I was not informed when I purchased the set that this would happen if I had any problems. Please help me, I cannot afford to but a new bed, and going to Frederick for something I purchased in Hagerstown is crazy.

On or about May 28, 2010, my elderly aunt on fixed income who recently had stroke (not even 10 days before this purchase) bought new mattress/box spring set. Showed them one she wanted in store and paid in full. After that, pure hell! They delivered the wrong set with damaged mattress (done by delivery man). Due to her health, I handled this "case" on her behalf. Manager swore that never before happened. Three more re-deliveries later and I still received wrong set. I was told personally by Mr. B., manager, and Matt B., district manager, that the set she ordered was discontinued in January 2010!! Why did they sell her a discontinued cover which she liked? Why are they still showing it in the store and allowing people to buy it?

Asked for refund. I told them she was a very ill 88-year old woman on fixed income who was becoming physically ill over their lack of professionalism and the fact they were treating her so poorly they may cause her another stroke! She was very upset! They would not return her money. I was told by district manager: "No way! Not gonna happen! That's my decision." Many phone calls were exchanged with me being the only one to attempt to correct this and make the contacts on behalf of my aunt.

I asked them if they were willing to be responsible not only for her becoming ill over this but for the medical bills that would possibly result from this and from their treatment of her. Said they're not responsible for anything! Very rude and very uncaring. They only cared they got their money. On the third delivery, another set was sent--still not the set she wanted but she accepted the third set for the sake of her health! And, by the way, each and every set delivered was different from the other! This is the most dishonest, most unprofessional store we have ever dealt with! The couldn't-care-less attitude we received from the manager and from the district manager was despicable.

My attorney attempted to call them twice but when they realized it was an attorney/law firm calling them back from my work number, they refused to take the call. This was 2 minutes after I spoke with them (4:35 pm); they were there and open until 7 PM! So we have here a serious case of bait and switch against the law in VA and knowingly done since the set was discontinued in January of 2010! Total non-professionalism worked against an 88-year old senior on a fixed income with a recent stroke! This treatment over almost three (3) weeks of time is despicable, disgusting, rude and totally unprofessional! I recommend no one make any purchases from Mattress Warehouse in Manassas, VA 20109! The physical damage to my aunt's health status almost caused her to have another stroke! I had to take off work and sit with her for at least two hours to calm her and get her blood pressure down! These people treated this elderly senior like dirt! No respect at all! She ended up crying from frustration and scared she might have another stroke! They should have refunded her money immediately upon my mention of bait and switch, which they did not deny!

We purchased a mattress on 5/2/10 from Mattress Warehouse. A few days later it was delivered not realizing that it was the wrong one. Well, we had to go out of town and we were gone for a week. After a few days back we checked the label and noticed it was a firm instead of a plush. We went to store and spoke to Jason the manager. He put in a warranty claim and said that we should here from company in a few days. Well, a few days went by and we heard nothing. Went back to store and manager said they would just deliver the correct one. Mattress came and it was the exact same one .So we called the store and speak with manager again and I requested a refund and was told they don't give refunds. So he tells me they will send another next week. Next week comes and no mattress. I found out we were never on delivery list.

I called customer service after many, many attempts and spoke to Laura who said she contacted store and district manager. She said they would refund my delivery charge for the inconvenience and send mattress next week. Once again next week comes and once again we are not on schedule. Called customer service and left messages. Also, I left message with the district manager in his mailbox. Luckily we had his cell number and I called and he said he was sorry, blah, blah, blah. So this guy tells me he will get it right the next day because he will be working and helping to load truck. He said if it's not right I will get a refund.

Guess what? District manager did not work the truck and the mattress comes and it's a completely different mattress from a different manufacturer. And it was dirty too. I call the district manager and leave a message and maybe 45 seconds later he called the delivery guy back. He gave me the phone and he said he was sorry again and would I like to give them another try for the next day. I could not believe he asked me that. I told him I was done and that I want the refund he said he would give me if it wasn't right. He said they would take the original mattress back and he would put in for a refund. I was not comfortable doing this only because these people have already proven to me that they have no idea what's going on. So I told the driver to write it on the ticket that they were taking back original mattress and I was to get a refund per Cory the district manager.

Now I understand mistakes happen but this company and there management team are the pits. I truly feel that they do not care about customer service. I think they try and stall and put it off and give you the runaround just so people get tired and give up. It's a real shame because we need another mattress in the next few months and plenty of friends who I have told about my experience with this company. I wouldn't send anyone to them. If I was running this company, I would take a hard look at what's happening behind the scenes and my management team because here in Roanoke VA they have no idea what's going on. Maybe the owner doesn't care also. Maybe they have a no-refund policy because if they gave refunds to all the unhappy customers, they would be broke. And I'm sure there are some happy ones out there and I guess they have better people in other areas. I don't know. I can assure you that I will pass it along about doing business with Mattress Warehouse. I just hope that my refund is as fast as the district manager says. The consequence of this is just the stress of not getting any cooperation from this company. They will lose my business and many of our friends and coworkers.

I have been waiting for my refund for over 2 months but nobody has contacted me or told any information regarding the status of my check. I call and I call but no one returns phones calls. I have contacted Jerry many times.He does not return calls nor does he answer any emails. I want my refund.

On Friday, June 4, 2010 around 5:45 pm, me and my family visited the Chantilly, VA Mattress Warehouse store to select the replacement mattress against a warranty claim and were assisted by Mike. We looked at Sealy, Serta, Simmons firm mattress and finally selected a Simmons mattress. Me and Mike discussed the price for the mattress as $1860 (I had originally paid $2000 for a Sealy mattress in September 2008). After the selection, I said I wanted the mattress against the warranty. Mike read the warranty letter and became very angry and started yelling saying I had to show the warranty first and then I have to buy both the mattress and the box spring at $2070.

When I said that I have already paid a lot of money already ($2000) and would like $2070 to be reduced, Mike said that go to any other store as you still have 30 days. When I told him as per the warranty, I have to go to the original store, he said I can't give you for free and I need to at least make money for my gas. At this point, I called customer support to report, but it was closed. I didn't want to say anymore to Mike so I paid the difference of $70 + taxes + transportation $65 + $28 for recycling my existing box springs. I was told that Thursday 6/10 is the best day for delivery (even though I wanted earlier and asked for Tuesday). Finally, I agreed for 6/10 delivery date. Mike showed me the "Order Comments", I signed and initialed the invoice and left, all along being shocked and upset at the attitude.

On Saturday, June 5, around 10:30 am, I got a call (I went to voice message) from Mike asking for the box spring specification i.e. if I wanted a regular box spring set or reduced size box spring (like my previous invoice). I called back and was answered by another agent and I told him that I need a regular size box spring. Around 1 pm, I again got a call (went to voice message) saying I need to pay about $420 more ($400 + taxes). At this point, I became worried and so checked the invoice carefully and noticed that in the "order comments", the date 6/10 is mentioned as the exchange date (and this was shown to me in the store), but then the "request delivery date" is 12/31/2031. I did not return his call as I wanted to talk to customer support.

On Monday, June 7 morning, I called customer support to get a delivery date for today or Tuesday (my preference) and told about the "request delivery date" being 12/31/2031 and explained the whole situation. The gentleman who took my call also spoke to Mike on the other side and finally told me to contact the district manager (DM), as he was the only one in a position to resolve the issue. I couldn't reach DM, so I left him a brief voice message. I followed up with an email and around 2:30 pm, I got the call from DM Mark. He told me that I had to first tell that it was a warranty claim and since I am looking at Simmons (only 85% of my money is covered, whereas the warranty claim letter doesn't say anything about 85%), so to get the delivery, I have to pay the $400 no matter what. When I told him I don't want the box spring, he said it is against the law to sell only the mattress since 2007.

My husband and I were shopping around this holiday weekend and went into your Gainesville store. We had been doing research for quite some time on what type of mattress we wanted and didn't want to go through the entire pitch of the company. We were approached by one of your employees, who never introduced himself, and we told him what we wanted. He stated that you didn't carry that type of mattress but that you had other types comparable, if not, better!

We found one that we liked, not loved, liked. The price of the bed was $2699, way over our price range. We said that we were interested and our budget was $2k and that needed to include bed, box spring, frame and delivery. The employee came back and said that he could do it for $2k plus tax. My husband said no, we asked for $2k for the final total. The man began to argue and said that wasn't what we said. My husband said that the price needed to be with tax. The employee began to say that, "If I can get it down to that price, then you will buy it?". We never said yes! We said that if he could do it, we would consider it.

I began to feel very uneasy, to a point that I was sick to my stomach. My husband and I decided that this just wasn't going well and left the store. Your employee screamed at us from across the store, "Folks, I am doing it for you." I turned around and said, "Thank you but it's okay". We walked to the pizza place next door where your employee chased after us. He screamed the following: "**** you two. You ******* *****. I will kick your ***. I bust my *** and you guys are ********." Pointing to my husband, "You're a ******* ***** and you have been one since you walked in the door. I will punch your ******* ***** wife and kick your ***. " I proceeded to step outside and say, "What is your problem? We didn't want to do business with you." His response, "**** you. you stupid *****. I bust my ***** for you guys."

I responded, "I am going to call corporate. There is no need for cursing." He said a final "**** you" and walked away. I have never ever, ever known so much disrespect and unprofessionalism as that which happened through your company. I can tell you that I will be calling Better Business Bureau and your corporate office. The man never gave his name but I can tell you right now that this store will never get mine, my family, friends and anyone that I come in contacts with business. I have never been so scared or shaken up. I hope that someone actually reads this, takes it seriously and takes action. This should not be the way your customer service is run.

I purchased my Simmons mattress on Febuary of 2006. In 2008, I noticed my mattress beginning to warp on one side. I notified Mattress Warehouse of the defect. I sent photos in of the defected mattress. An inspector came out to my house, took more photos, and measurements of the box spring, and mattress. Then sent me a letter stating there was nothing they could do. I'd have to deal with the mattress maker.

So I notified Simmons, who sent me back to Mattress Warehouse. I paid $1680 for this bed. That has a fifteen-year warranty that I can't get the store or mattress company to honor. It's now 2010 and the mattress is worse. The top layer of the mattress has separated 7" to 8" from the mattress. I need someone to honor their contract. This warp mattress has caused me a lot of back pain, and discomfort.

Purchased set for $1730 on 3/4 delivery set for 3/11. I called that day and asked for delivery time. They said I could call later. This was at 10:30. I called back multiple times. Finally, they said my delivery was not that day even though I had delivery receipt in hand said delivery set for Sat. I told them I could not wait. I had a new bedroom suite and needed the queen size mattress. They said they could not help me. I told them I would cancel order and be in next day to get refund.

I was at store opening door next day filed for refund and said to wait four weeks. At end of that, I called customer service rep. He said he had not received any refund. I called store and gave them the info they needed for refund. I did this the following week. I also called customer service. Never returned call. I called district manager and he never returned calls. I called store and each time they said refund was on the way. I have been trying for 12 weeks to get refund and am still getting runaround no matter who I talk to and no matter how high up the chain of command I go.

I put a down payment of $405 last year for some time. We cancelled the layaway, and never got the check in the mail, and it has been over a year now. I called the guy ,Steve, in the Bloomsburg store, and he said, I was approved and I will be receiving a check in the mail. It has been over 2 months now. I call the corporate office and no one ever calls me back, ever, not even a hello or acknowledge me. I don't understand what the issue is here, and why won't someone at least call me back? I will never purchase a mattress here, ever! I am very dissatisfied!

We purchased a Simmons Mattress from Mattress Warehouse on 12/26/09. It was delivered on 12/29. I was in construction for many years and as a result, have a bad back and hip. In the store, I laid on the mattress for about 15 minutes and when I got up, I could walk immediately. This is the true test for me since if I lay on unsuitable surfaces, I can't walk when I get up. Okay, that is the background. The mattress arrived and was set on the frame when promised. Great.

That night when I go to bed, it feels like I am lying on an angle, rising toward the center of the bed. I think it's just me because we had switched from another bedding media. As the nights went on, I find that I am actually sleeping in a valley. I sleep mostly on my back. In the valley where I need to sleep, I must have my arm under me so that it doesn't fall out of bed. We decided the mattress is flawed. We went to the store and talked to the manager, Mike. We are told we must go online and fill out a warranty claim form. We did this and in about 2 weeks, we are contacted by a mattress inspector. When they came to check the mattress, the man looked at it and said, "You have a lot of hills and valleys here, I think you just got a lemon."

A week later, we got a letter from Mattress Warehouse telling us that our bed has no warrantable defects. If in 6 months we still feel the same, we can have it re-checked for $50. At this point, we are livid. I should point out that when the so-called third party inspectors from Mattress Marshals did their tests and took pictures, the bad areas of the bed were carefully avoided. We revisited the manager, who told us it is up to us to contact customer service. After telling him that it would be a very angry phone call and that as the representative of the store he should be our advocate, he finally said he will call on Monday and call me back. It is now 3 weeks later and no call back.

We have emailed customer service with pictures of the very obvious defects and have spoken to them on the phone. Supposedly, they are giving our information to the Simmons representative, but we have heard nothing there, either. At this point, when I get up in the morning, I can't walk right away. Oh, also, and this is the really ridiculous part, the warranty says that comfort is not covered. On what other factor do you base your main choice? We have made posters showing the very obviously defective mattress in pictures and will begin posting them conspicuously, very soon. As far as warranty, quality or customer service, Mattress Warehouse and Simmons, has none. The mattress is still defective and my back and hip are still suffering.

As an add-on to my February 1st post regarding Mattress Warehouse, the following developments recently occurred: After numerous unanswered calls to the district manager (Ryan **), I called upon my attorney to send a letter to the corporate office notifying them of my intent to file suit, based on delivery of non-conforming goods. Mattress Warehouse's response was that "since I signed the delivery receipt and noted the damage, I accepted the mattress as-is". There was no acknowledgment that their sales staff had actually advised me to do so, and that the sales receipt noted this to be the process. On advice of my lawyer (and good friend), I filed with small claims court, and filed a subpoena for the salesman ($55.00 court fee, $12.00 subpoena fee).

I soon started receiving calls from the salesman and corporate office. They offered to exchange the mattress, now 2.5 months after purchase, and 1 week before court. They did not meet my demands for a full refund, so we went to court on April 20th. I found myself standing before the Williamsburg circuit court judge with 3 suits on the other side (including Ryan **, a naive 30-year-old). After presenting my case, there was little that Ryan ** could say, except to refer the judge to the back of the sales receipt where it indicates "MW does not accept returns or refunds". The judge quickly rendered a decision: Mattress Warehouse was given 10 days to refund the cost of my mattress, plus court costs and pick up the mattress from my home. They did so on day 8. I'm convinced MW is playing the odds that most customers will not go to this extent to get refunded or exchange goods. This company is dirty, from the top down, and should be avoided.

On 4/17/2010, I purchased a queen size bed. Mason said it should be at the store for me to pick up on 4/21/2010 and if not, it would be there on 4/23 for me to pick up. I never heard anything from them, so on 4/24, I called Mason and he said only 2/3 of my bed had been delivered and he didn't know why. It could have been on the truck and the guys just didn't leave it or maybe they had been drinking but he had left messages at the warehouse and for me to call back on 4/26/2010.

I called back on 4/26 and still, no headboard for the bed I have purchased. He said, I could call back on the 28th to see if it had come in, I told him it was long distance for me to call him, could he call me and he said he would not be there on the 28th.I feel that this is bad customer service. he should at least pick up the phone and call me and let me know what is going on. They have my money and my son still has no bed. They have my $ 420.00 and my son has no bed. I would certainly go somewhere else and buy another one if they would give me my money back. Stress, long distance calls, etc.

After a month, the bed started to sink in the middle. Now, I go to a therapist for a bad back. The bed has turned my back to a hole lot of pain. I called the Company, they sent someone out, they took pictures, and a week later called me and said we find no fault in our bed, so now I don't know what to do.

My story with Mattress Warehouse concerns some questionable salesmanship, incredibly restrictive return policies, dreadful customer service and an inexplicable management philosophy. I would strongly recommend not buying from them. After a $300 loss, I went to Mattress Discounters and had a very positive experience.

Summary: I stopped into Mattress Warehouse in Eysville, MD to buy a twin pillowtop mattress. I looked at one for $1,000 and quickly requested a lower-priced . The next one I saw was comfortable and had a soft top, or so it seemed. I didn't think to confirm it was a pillowtop. I bought it, missing the sign on the wall that said no returns. When I got home, my wife and daughter said it wasn't a pillowtop, so I returned 19 hours later with the mattress in its original packaging. The assistant manager said no returns but he assumed an exchange was OK. That's what I was planning to do anyway, so that was fine.

But when I finally spoke w/the manager who sold me the piece, by the way, he said absolutely no exchanges either (what business outside of fresh food does this, when they can immediately resell the product and still make the sale?). He said it was corporate policy and gave me their number. I called and finally got the district managers voice mail. He didn't return the call, so I sent the CEO a letter (see below), saying I needed a resolution w/in a week or Id have to buy another mattress. No call from him or anyone else. Case closed, at least from their standpoint. Not from mine, however. I may be out the money, but I hope I can save others from a similar fate. I'm out $315 and several hours of time.

We bought a Cal. King mattress set for just under $2,000. Within 6 months of purchasing, the mattress was breaking down. By February 2010, the mattress was sagging by 2 inches. We filed a warranty claim and was denied because a "stain" voided our warranty. And if we wanted to drive back to PA (we've since moved to NC) we could get a "Special Discount" on a new mattress. We are disabled and on a fixed income. And we are not crazy enough to hand over more money for yet another possibly defective mattress. This mattress should be replaced. Period.

I found this mattress store online for this is a small town, there are not many stores. Dominic the sales man showed me very expensive mattresses, so I told him I needed it for my back and that I have a procedure coming up. Well finally we found a good mattress up, until I did my research. He was charging me $75 for delivery when most don't charge a penny. I found the mattress for $550 but he wanted $600 plus everything else came up to $732.

Well him and his partner which is a female started playing good guy, bad guy. I questioned whom am I working with. They told me how they are already in trouble with their boss to please put up $5.00 to hold this price. Again they were saying how I am getting them into trouble so I said, "Okay, don't worry, I won't be buying from you because I would not want you to lie to your boss nor would I want you to get into trouble". They refuse to give me back my $5.00 because I did not have my copy of the down payment.

So the next day I went to Mattress Outlet and made a wonderful purchase which Dominic stated that I bought junk, he said that his boss was just here yesterday and got me the deal all for $600.00; delivery, tax, frame. I said, "No, thanks! Here is my copy to get reimbursed for the five dollars". He said they don't carry money, that it will be mailed to you. I said, "You're kidding me". He never gave me a copy of the five dollars and he refused to give me back my business card that was given to me at the beginning. So I went up to him but he held the card firmly as I took it from him.

At that point he said I am kidding, They insulted me by telling me I bought junk. They're very unprofessional. They are crooks trying to take advantage of the disabled. I told them I was disabled and needed a firm mattress. I don't lie especially about buying a mattress. Please help.

Approximately 1 year ago, I put a mattress on layaway. When I put the mattress on layaway, I was very specific with the salesperson Corbitt about my concerns of getting half way through paying the layaway and not being able to finish paying for my mattress. I explained to him that my husband and I had just lost everything and we were trying to replace a mattress but that I did not have a job and I was concerned that if I didn't get a job that I wouldn't be able to finish paying for it. He said, "I understand completely. That's no problem. If that happens, we will just give you your money back."

Today, April 19, 2010, I drove 45 minutes to the Mattress Warehouse store in Lynchburg, VA to either get a less expensive mattress with the money I had already put down or get my money back. When there was no satisfactory alternative for the mattress I had put on layaway, I asked for a refund. The sales people in the store told me that there were no refunds on layaway and pointed to the sign and informed me that it was on my receipts. I explained again that I had a verbal agreement with this store that if I found that I could not make the layaway payments that I was guaranteed verbally that I would be able to get my money back.

They gave me what they were calling the "Corporate Headquarters" phone number but was actually just a customer service number. After speaking with Customer Service, they told me that they did not have any authority to make this decision and that I needed to speak with the District Manager, Cory T. They gave me his extension number and said they would transfer me. I was transferred to a voice mail that was not Cory T's but someone else. I called back using the extension number and it did not belong to Cory T.

I then went home and found the Corporate Office which is Innovative Mattress Solutions, LLC and was sent to the voice mail box of the Vice President for Customer Service, Andrew B of which, I am not even sure if this really is Andrew B's voice mail as it uses someone else's name. This company has breached a verbal contract that was made between myself and the Lynchburg, VA Mattress Warehouse.

Further, I was contacted by this store at the beginning of this year. They asked me if I was still interested in my layaway or if I wanted my money returned. I told them at that time that I still wanted the layaway. The salesperson told me that they were having a great sale and to come in over the weekend and he would be able to get me a much better deal than I had gotten on the mattress which I had on layaway. I asked them if I would be able to switch out my layaway mattress if I found one for a better price and was told absolutely! So I drove 45 minutes to this store only to get there and be told that, "Oh, no, that's only if you pay for it in cash today". The salesperson (I do not know his name but is the only black salesperson in the store) was very rude to me. When I came in the following week to make a payment on my layaway, I told the original salesman Corbitt what had happened. He apologized and said that this should never have happened.

Thirdly, my sister purchased a queen mattress approximately 2 years ago but of course, their mattress do not come with the frame. She wanted to purchase the queen frame but they told her that the frame was another $150 but that he could give her a deal for $90. So begrudgingly, she purchased the frame as she needed it for the new mattress. This January, my daughter went to the same store to purchase a queen bed frame and was quoted the price of $40. My daughter knew how much my sister had paid for the bed frame so she asked if they were on sale. The salesman told her that they were not on sale and this was the price they sell them for. She asked if the price had gone down, and he told her "no". I reported this to my sister who was understandably furious.

I write this letter out of pure frustration and yet no satisfaction to my concerns. Here are the facts concerning my situation. On November 11, 2007, I purchased a Serta Perfect Day Celebration firm mattress for $1999.99. I purchased it from Mattress Warehouse, Newark, DE 19702. This mattress was delivered to me on March 25, 2008 after we moved back into our home after experiencing a house fire. This new mattress began sagging, and then on top of it, the body imprints became a major problem. I am handicapped and have too many health issues that require that I a have high quality mattress. I thought that I was obtaining that Quality through your company's, Mattress Warehouse and Serta.

There are no amounts listed on Invoice number 10306 that would indicate how much the value of each newly exchanged mattress was. I then had to pay $65 for delivery. Here I am again, on my third faulty Serta mattress replacement request.

How many times must I endure the same torture? It was very hard trying to obtain a phone number as well as a customer service representative. On February 18th, 2010, I finally spoke to a district manager who emailed the supervisor of customer service named Aaron. I then faxed all pages back to Aaron on the same day.

Then on March 1, 2010 R.C came out and measured the mattress depth and width. I spoke to Aaron again on March 16, 2010. He then faxed me a letter dated March 3rd, 2010 showing that Mattress Warehouse gave me another approval number of MM-5568 and another delivery charge fee of $65. I went to your store again in Newark, DE and spoke to the manager. I explained my situation concerning the mattresses and a visa card refund and the store manager made me aware that if I went to Simmons or any other than Serta I would have to pay more money. I also spoke to a Paul M,, District Manager, who seemed as though this was a big joke, was sarcastic and didn't care. He did not help me in anyway.

On March 22, 2010 I spoke to a Brent G from Serta who stated that the total liability of my situation (mattress and Visa refund) falls on Mattress Warehouse.

My position in this matter is:

This is my 3rd replacement mattress of the same maker (Serta). It is my contention that this maker's designs does not contour to my stature even though your employees stated that it would. I should not have to pay any more monies in this matter. So far I have paid your company $2064.99. This includes $1999.99 first mattress and $65.00 for the second mattress delivery. Now you are talking about another $800 to switch to a different brand name, $65 for delivery again and God only knows what a box spring is going to cost me. That equals $2929.00 plus. Since the other 2 mattresses did not meet my needs, I'm trying not to complain again. I have tried several ways to save these mattresses. I brought a memory foam which cost me an extra $125.Then I tried a pillow top that cost me another $150. Now I am out of pocket another $275 which brings my total thus far to $3204.00. Since it took so long contacting and resolving this issue with your companies, I had to replace the 2nd mattress with a 3rd one not from your company. This mattress cost me $699. This brings my out of pocket total to $3903.00.

I am requesting that your company review my claims again and let's try to resolve this matter in an expeditious and fair way. I placed a special order when I placed my first order, customer will call in 1-3 months to schedule delivery, as per your store requirements. Also, I have received 2 defective mattresses thus far, I am now on my 3rd mattress, it seems to me that Mattress Warehouse voided the warranty. My family has always brought from your company for years. If you bought 2 lemons and they were just horrible, but, yet you needed more, would you go back to that store and pick from that same batch again?

On Saturday, March 27, 2010, I went into the store to purchase the Buy One Get same set of equal or less value. I paid $701.00 in cash. ($60 of that was for delivery). To begin with, the person (Brian) did not give me the correct receipt. He used my brother's name as the purchaser and not mine. I took my full set with me and stated to him that I wanted another full size mattress to be delivered to my brother and gave the address. (I did not check my receipt) but with all that has happened, I am almost certain that Brian meant to order a twin set and not a full as my "free set". On Monday, March 30, 2010, a twin set was delivered to my brother. By the way my brother is blind.

After he discovered a twin set had been delivered, he called the store. He spoke with a Scott (who stated Brian was not at the store that day) and was told they could not come back to the address until another order had been placed and the "okay" came from the corporate office but it should take about 2 days to receive the correct mattress. He was also told that he would receive a call later that day (3/30/10) as to the delivery date. He never received a call and all employees were busy with customers.

I called the corporate office and was told by a representative that if a twin set was on the order form and that was what they would stand by. I asked if I could speak with a supervisor and was told that I could leave a message and that they would call me back about the incident. I left a detailed message on 3/30/10; no one called me or my brother. My mother called the next day and was continuously told by store reps that someone would call her; she received no call.

Finally on Wednesday, my mother called another location and spoke with a rep named Scott who stated he would call the corporate office and get the order in. She waited 2 days, received no call then called back to Scott who stated the matter had been corrected and my brother's full set would be delivered on Tuesday, April 6, 2010. My mother and brother waited at his apartment until my mother called back to Scott who said he was waiting for a call from the corporation. When my mother called back, she was told the order had not gone through and it might be 5 to 7 days before my brother's full set was delivered.

My brother is blind. I chose the set due to the price and so that I could help him as well. We both had a horrific experience with bed bugs which left both of us without mattresses for months. My brother is sleeping on his sofa. He also takes medications and of course, is not sleeping well. I will never do business with this place again and want the full set. Although I was going to ask for my $60 delivery charge to be refunded, I would much rather my brother have his mattress. I would like the company to be held accountable for their mistake and like it proven that they intentionally ordered a twin set instead of the full set because (not at all a practice with me) most consumers do not read their receipts. I would like charges of false television and internet advertisement to be filed. I honestly believe this was a scam pulled by Mattress Warehouse and would not like other consumers to fall victim to their deceptive business practices. Thank you.

They did not deliver what I ordered. The bed I laid on in the store was absolutely not the one that was delivered to me even though it had the same name and label. I went back to check on the bed and it had the same color but the mattress was much, much softer than the one delivered. They said it was because it had been on the floor for so long. The bed I was delivered had hardly any padding at all. It is as hard as a rock and I don't even mind a firm mattress but this is like sleeping on the floor.

I signed the all sales are final and Janin the manager was extremely rude and refused to speak to me about the matter. Only kept giving me the number of the headquarters who was impossible to contact. They never returned any of my calls when I got the leave a message option. I feel my only option is don't bother to fight because I read the horrible nightmare reviews written by others after I made this infamous purchase of a mattress at Mattress Warehouse on Pentagon Row. It was just not what I agreed to buy. Physical aches and pains after sleeping on this rock hard mattress that was not in the store and not the one I selected.

Ordered 2 sets of mattresses, when I went to pick it up, they said that they were not deliver. I was told they would be in on the next truck, but they were not. I was not phoned from anyone, I had to do all of the contacting. When I talked to the store salesman, he said his job is just to sell mattresses and would not help me with a date of arrival. To this day, I have still not received any information or my mattresses that I paid for in full.

On 2/13/10, I purchased a Simmons Fontulina mattress from manager. I had told him I recently had 2 back surgeries and needed a good mattress. I had been looking at a Sealy Coolsprings but he talked me into the Simmons. He said it would be delivered on Tuesday. I left store, went home and talked to my boyfriend about it and looked on Internet about this mattress and a mattress expert had said for back problems this was not a good mattress. It breaks down in only a few months.

So on 2/14/10, as soon as they opened, I went in, paid the difference and upgraded to the Sealy cool springs. I told him at least four times I wanted the medium mattress not the firm due to my bad back. Kevin gave me new paper work and I left. On Monday night, we got our mattress out and took it out. I threw away my mattress pad for the top since it was being delivered on 2/16/10. On Tuesday, Kevin called at 10:30 and said their truck had broken down and they would have to push delivery to Thursday. I said fine. Things happen and I know that so I said okay.

Well, on Thursday, the 18th, I called into the store to see if they knew about what time it would be here. Kevin was not there so I talked to James. He looked and said they don't have it down and there is no delivery date set. That's when I got a little upset. We have now been without a bed for three nights and my back was really feeling it. So I told James that and that I wanted to know what was going on. They didn't even know anything about the truck breaking down and he said he didn't know if he could find out anything but he would try and call back.

I waited all morning and part of the afternoon then decided I would call the main office in MD. I tried calling for about an hour straight, hanging up and calling back. I left messages and still nothing. So I keep calling and start going through the directory, trying every extension. Finally on ext 109, a Chuck answered. Finally, a real person so I tell him my story. I'm upset at this time besides hurting from not being able to sleep on a bed. I told him about Kevin lying time after time and to find out it was the firm mattress he sold me instead of the medium like I had said more than once. Chuck said that it wasn't his department but he would contact the right one and see what he could get done. I said thank you and asked if he or whoever he talks to could please call me back. He said yes.

Well, most of afternoon is gone and there is only thirty minutes left till they close so I call back up there to MD. What do I get? No answers. No one would answer the phone not even Chuck. So I left him a message, left message at customer service and one other extension. Well, needless to say, no one called. I was getting aggravated and I called back into the York store and talked to James again. He said he was still waiting to find out, that he was in contact with Bill F., the district manager and that he would call me when he found out. He knew that I had called MD. I told him if he didn't find anything out I wanted a refund and I had told Chuck that too. I told him I could go to Sleepy's and get same mattress the next day at a hundred dollars cheaper.

So later in evening. James called back and asked me if I would take the Simmons mattress instead and they would refund the difference. I said no, I did not want that one and the way it was Kevin had cheated me and not sold me the one I wanted to begin with since it was a firm mattress. He said okay, he would call back. Finally about 7:30 that evening, I just drove in there. He said he was just getting ready to call me which I doubt. Anyway he said they did not have in stock the mattress I bought and it would be a special order and he didn't know when it would come in.

I was mad. I told him that I can't go without a bed because of my back, to just give my money back. He couldn't do that himself. I then told him I wanted to talk to the district manager and that somebody had better call me in the morning. Now it's another night without a bed. Next morning, I called. He said they (James and Bill) were working on getting one and if not, they would try to get the one I had told them I wanted in first place ( Sealy cool spring medium). That night, there was still no phone call. So my boyfriend and I stopped in there. I had been on their web site and seen they charged me 50 dollars more than what that mattress cost anyway.

I am really tired of all the lies now. We get in the store and again, "I was just getting ready to call you" but yet then he couldn't even find my paperwork. We said once again we want our money back. Well, he went on to say that their computers weren't upgraded to see whether mattresses are in stock or not so that's why the mix up. Then I said no, Kevin checked the night I bought it and said it was. James said that Kevin must have thought it was because of computers then said that the Sealy medium was in stock and it would be here Saturday or Tuesday. I told him it should be here Saturday. Then he said that they charge 75 dollars for Saturday delivery. I said I wasn't paying it. He said no, we are trying to get it no charge.

Well after all the lies and inconvenience they should. I told him they should throw in a mattress cover for all the inconvenience. He said the district manager will take care of you. I said he should and especially since I was overcharged to begin with according to their web site. I told him to look it up and that it was page six. Well when I did hear back from him it wasn't good.

I was not getting mattress till Tuesday the 23th. That meant it would be eight nights without a bed. I was in tears. I could not take any more nights without a bed but it wasn't like I had much of a choice. He said he would check on the mattress cover and let me know because the manager had to approve that. That meant it was Kevin who had done most of the deceiving and lying to begin with so I knew that wouldn't happen but I told James to have him call me or have the district manager call. You know that is not asking much to get a phone call.

Wel,l Saturday (2/20/10) came and went with no phone calls, so on Tuesday (2/23/10), I finally get my mattress. The plastic was ripped on it and had black spots on it. I got the spots off but they said anything on the mattress voids the warranty. I didn't even care about the spots. I was just happy to get the mattress because by this time I can hardly walk on mornings due to my back and leg. Now that I have got mattress, I am calling Kevin. So I call there and told him I have been waiting on HUD phone call since Saturday. He said James didn't tell him and he would have to call me back. He was unloading the truck. This was at 11:34. Three hours later, there was no call back and I think he lied anyway because they (Kevin & James) said they only get trucks in on Fridays. So it's yet another lie.

Now I call their other store in York to tell them that I wanted to talk to district manager. They said they only have his person cell number. I said that was fine. "Can you call him and have him call me? I have some complaints". The guy said sure. took my name, number and invoice number. Well, lo and behold, it wasn't five minutes and Kevin calls. He said, "What do you need?" I told him for all the lies and very inconvenience of not having a bed for eight nights I wanted to know about a mattress cover. He raised his voice and started telling me that I got a better mattress than I should have and he wouldn't have given me that. Well he had it mixed up and I told him that the cool springs is what I bought and he needs to check his records. He had put me on hold twice during this anyway. After he raises his voice at me and I tell him to check, he is still raising his voice saying "just what is it you want".

So I tell him I am calling about the mattress cover. I said, "If you don't want to give it for all my inconveniences, then take the fifty dollars off that you overcharged me for the mattress and as far as the upgrade on the mattress to the medium firmness I didn't ask for it." And I feel it was only right since I told you about four times to make sure it was the medium and not the firm so I feel what goes around comes around. Well, he lowered his voice then, and told me to call customer service and talk to them. He would not give me the number, said he didn't have it so once again I called MD. I left messages at customer service and yet again no phone calls. That is fine. I am calling BBB and letting them know how they do their customers. It is a shame for them to treat people like this and I think the public should know how they do business.

If you ever had a claim on the warranty I am sure you would not get anything done on that either. They do not care about their customers. Today is 2/25/10 and still nothing. I just want to let the public know.

As a final follow up to my complaint, I cancelled my order on Friday, 02/19/10, at 4:00 P.M. after the delivery was never made according to promise after promise. I am very sorry that my experience with Mattress Warehouse had to end this way. W.C., the sales person last words were "I am sorry". He tried to help but obviously it was out of his hands. No one from Mattress Warehouse ever bothered to call and apologize after repeated calls to Mr. M's voice mail.

My husband bought a Comfort Pillow for me from Mattress Warehouse on Thursday, January 28th. I do not feel I need a new pillow; therefore, I did not even open the box to look at the pillow. My daughter and I went to the same store and try to return the pillow on Wednesday, February 3rd. We were shocked that John, the same salesperson at the store, told us that there is no return policy for the store on the wall. My husband was never informed that the no return policy for the store when I asked him if he is aware there is "no return" policy for Mattress Warehouse Store.

John tried to fax the receipt to the main office to see if he can get the approval for the return; but he couldn't fax the receipt because the fax machine was not working. However, he took down my home and work number and promised to have someone call me. Three days went by, there is no phone call from Mattress Warehouse. I filed complaint through Office of Consumer Protection. This is the response from Mattress warehouse:

"Dear Ms. S,

Since Mattress Warehouse does not resell used merchandise, we adhere to a strict no refunds, no exchanges policy. Our policy is clearly displayed in all of our store locations and is written on the sales invoice. Once merchandise has left our store and is in the possession of the customer, the merchandise is considered used and is non-returnable. Mattress Warehouse values our customers and we respond to complaints in a timely manner and attempt to resolve the issues.

Unfortunately, not all consumer complaint sites offer us the opportunity to resolve issues and respond to them when we are not being provided with the customer's complete information or any way to contact them. Our corporate offices were in receipt of the refund request and it resulted in a denial due to our company policy.

Thank you,

Customer Service Manager. "

As a follow-up to yesterday's complaint, our mattress and rails have not been delivered as of 1:15 pm on Friday, 02/19/10. W. C. promised they would be delivered between 8:00 and 9:00 am this morning as we both had a dentist appointment at 10:30 am. As of 9:30 am, they have not arrived. I called W. C. and he said they were on the truck but the driver had to get gasoline and could not make it by 10:00 am He said to call him when we left the dentist office and he would contact the truck driver and have them delivered. Now the new time is between 2:00 and 3:00 pm. I told him if they are not here by 3:00 pm, the order is cancelled and I want credit on my credit card. This is absolutely the worst service my husband and I have ever received in our 52+ years of marriage. And by the way we put in another call to Mr. M, District Manager, which as we expected has not been returned. Apparently, as I said in my first complaint yesterday, he is not interested in his customers or their satisfaction with Mattress Warehouse. I feel sorry for W.C. as he has done everything possible for us but apparently it is out of his hands. As I said yesterday, my husband and I will gladly share this experience with Mattress Warehouse with our friends, neighbors and relatives.

On Monday, 02/15/10, my husband and I went to Mattress Warehouse to purchase a queen mattress, box springs and one hang-on converter rails. Salesperson, W.C. greeted us as we entered. He was very helpful and we picked out a Simmons Beautyrest Classic Plush Mattress and the converter rails. The manager wrote up the sale and stated that it could be delivered on Tuesday, 02/16/10 which suited us fine. Later that day, W.C. called and said that the truck was full and if it could be delivered on Wednesday, 02/17/10. I told him that we would be out of town on Wednesday. He said, "How about Thursday, 2/18/10?" and I said that would be fine. W.C. told me that delivery would call on Thursday morning to give us a window of time for delivery. We got up on Thursday morning, took the old mattress and box springs off and to the dump.

At 10:00 am, I called W.C. at the store and he checked and said delivery was scheduled for Saturday, 02/20/10. I told him that we were leaving town for Columbus, Ohio for 10 days and that would not work. He said that he would do what he could about getting delivery on Friday, 02/19/10. I told him that we both had a dentist appointment at 10:00 am on Friday. I asked about getting some compensation because of the mistake and he said that I would have to contact Ryan M, district manager at customer service.

Both me and my husband called and got Mr. ***'s voicemail and my husband also talked to Alex in customer service who offered absolutely no help at all. He told my husband that we would just have to wait for a return call from Mr. ***. Mr. *** never called us back but did talk to W.C. at the store and authorized a $25 credit. W.C. has set it up for delivery on Friday, 02/19/10, between 8 and 9 am. Hopefully, this will happen but if it does not, we want a full refund and cancel the sale. It is hard to believe that Mr. *** did not have decency to call us back and apologize for the inconvenience caused us.

Mattress Warehouse sales must not have been affected by the economy as most companies have and go out of their way to make sure customers are happy. We asked for a credit since we have to sleep on the floor tonight and both of us are in our 70's. Under the circumstances, I don't think that we would recommend Mattress Warehouse to any of our friends or relatives. Just wanted to thank W.C. for what he has tried to do for us and did say that he was sorry, more than Mr. M bothered to do.

I also had an encounter with this company, Mattress Warehouse. I was told to contact the district manager. After 30 attempts, I had to give up. I then called the home office and they only referred 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!

My wife and I purchased a Simmon's king mattress and 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 was 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 the salesman, who said the replacement had been denied by his district manager 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 manager. I've filed a warranty claim from the Mattress Warehouse website, but I expect little to no action. The corner of mattress is dirty. The side near the corner has been dragged on the floor, resulting in friction burns.

I purchased a mattress and box spring; it was delivered on 12/30/09 by Mike G. The box spring had a hole which they tried to repair but had reopened. I requested that they take the box spring and mattress back. Mike said , "We cannot 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 box spring but Mike could not put it back on the truck. Mike wrote on the paperwork which states that the customer was satisfied in/out; box spring 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 box spring and he signed his name. Joe assured me that I would have a new box spring on Monday.

I never heard from them and never received the box spring. 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. I 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. I went to the store on January 5, 2010 and 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.

I did not hear from Joe. I 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 at Corporate for a meeting and would not be back until Thursday. I called corporate headquarters on January 26th at 4 p.m. and left a message on the answering machine (of course no one called me back). I 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. I left a message for Winston to call me back.

This is ridiculous. I have been on this from the day they brought the defective box spring into my house. I can not use it; I will not use it because it has a big hole in it. So I have been without a bed all this time, not to mention that the material that covers the bottom of the box spring isn't even attached to the box spring. It never was. They have already been paid for this product since I purchased it with my credit card. I have to sleep on my couch. It is also causing me mental stress because the people at the store on Belair Road are not very nice people. They should not be dealing with the public in any way, shape or form..

I purchased a bed frame 4 days ago. Didn't need it after all. I took it back. They won't refund even with receipt. They 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 the district manager but he would only approve store credit. I asked for his number and she gave me a number that only gets me voice mail. I've left messages with that number 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 district manager that it was taped but she couldn't really tell if it had been re-taped 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.

On Saturday, Dec 19, I ordered, paid for and was promised store arrival of a headboard. On Tuesday, Dec 22, my bank statement indicates the store has received my money. On Wednesday, I was 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?) On Jan 6, there was no communication from the store. On Jan 7, I called store at 3:45 and told 'Oh yes, it's here."

Why wasn't I called? I 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 accommodate the headboard. Toby said she would contact the DM and call me back. At 4:15 (and thirty minutes later) I called again, "Oh, he hasn't returned my call." I told Toby I wanted to speak with him. Okay!

At 4:55, closing time, still no return call. So I called 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?

My daughter and I came into the store because of this 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.

For all of you Mattress Warehouse customers: 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 complaint against them with the US Attorney General's office. It does not cost too 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.

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.

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

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..

Although the store did offer to deliver another unit in 2 days, they should have inspected the merchandise before it was shipped by their delivery truck to my home. I paid a delivery charge and expected to receive a mattress undamaged. They took away my old mattress for which I also paid a recycling fee and now I am sleeping 2 nights on the floor.

3/1/09 I purchased a Simmons mattress, King size from Mattress Warehouse for a cost of over $4,000.00. I was told by the store manager (Dave at the time) that there was a return policy in place if I was unhappy with the product. It was also advertised in the ad as full warranty full refund. But, just try to get a refund. The bed began to squeek when you would roll over in it, it had an odor that caused allergy symptoms and it was so uncomfortable that I had back pain when getting out of it. I filed a complaint with Dave, he indicated he would have to talk with customer service and get back with me. He didn't file the paperwork until June 8, 2009.

I heard nothing from him unless I called him. My phone calls and requests were met with responses that it is in the hands of customer service. Out of frustration I called the store and spoke with "Roxy" who is the new store manager. She was unable to help and indicated that it was out of her hands but she would attempt to reach her district manager. (John B) It took over 2 weeks to get a response from him and then only after I indicated that I would contact an attorney. He indicated that the mattress wasn't going to be refunded as I hadn't filled out the necessary request for a refund at the time of purchase...and although a refund was discussed, the store manager never brought out or discussed paperwork necessary for a refund should one be needed. He also indicated that since it was a 'comfort' issue with the mattress that it was not refundable.

I went to the store and reviewed the paper work and the internal company form--or request for refund. It indicated that comfort is not a reason to return a mattress although the main issue with the $4,000 mattress set was listed that the bed would squeek when you rolled over (manufacturer defect), caused allergy symptoms and lastly, was too soft of a mattress to me to sleep on. Since then, John B who is a regional manager, has indicated to me that the bed should not squeek and that squeeking is definitely a manufacturer defect. Why then am I still getting told that the mattress is not refundable? And, no one seems to be able to answer questions or get an answer from anyone.....this is the worst customer service I have ever encountered. I would have been better off if I had bought a mattress elsewhere. I have no recourse at this point, but to seek legal counsel assistance and request that the attorney fees become the responsiblity of Mattress Warehouse

I bought the following: 2 Piece Sofa, Mirror, Dresser, Queen bed, Queen headboard and a Nightstand. The total was $2,330.00 and I already paid 1,010.00 and today when I went to pay my full balance the store was closed for business. I would like my money back. I feel I was being cheated. I spend a lot of money and I am left with nothing.

Bed was delivered with a broken border. No one wants to help. inspector came and mattress warehouse said that broken borders are not covered under warranty. Can not get anyone to help me.

On 11/14/09, after having spent several hours researching various brands of mattresses, I went to Mattress Warehouse at Roanoke, VA. and agreed to purchase a Sealy posturepedic TrueFoam memory foam mattress of medium firm-ness, at a total cost, including delivery, etc. of $957.50. I paid the charges in full by check on the day the order was placed, 11/14/09.

On Nov. 19, apx 5:30 PM, a Blue Lake mattress was deliverd--NOT the mattress I had verbally agreed to buy. After laying on the bed for only 3 hrs, I became ill from the strong odor of toxic mold emitted from the mattress, and have since developed two leisions on my left leg.

The next day after delivery, 11/20/09,I called (Rick?), the salesman, and he talked with the manager (Ronnie?) and was I told to come in the next day. When I returned to the store, the only option offered was to buy a much more expensive mattress and apply the cost of the defective mattress to the replacement. When I refused to buy a more expensive mattress, the store manager refused to refund the cost of the defective mattress. I spoke to the manager again today (11/29/09), and he still refused to allow me to return the mattress for a refund.

Because Mattress Warehouse refuses to allow a return of the toxic mattress, I have just lost $957.50 with no avenue for recovery unless I can prove criminal intent and have the case tried in criminal court. Even then, recovery from a defendant who has no money is unlikely.

I have made numerous attmepts by email to find out why they haven't called-let alone replace the boxspring. we were told it could take 1-2 weeks just to get a phone call to set up an appointment. this seems so unreasonable and I am growing very angry. No one has even given a blameless apology. The store manager was even rude to me on my first inquiry. We paid cash for the set and it was just 6 weeks new.

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.

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.

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.

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.

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 has all been most inconviant!

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.

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.

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

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.

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.

We purchased three mattresses and two beds for our new second home. The delivery date was set two weeks earlier as July 1. I left our home in PA at 5:30 AM to be at our second home in eastern Va.for the day. Mind you, it is a new place and doesn't have electricity, air conditioning or facilities hooked up at this point.

Driver calls and says delivery will be between 4 and 7 pm IF we get there today. My wife calls Bill at the frederick M.W. locatrion. He promises it will be there. I get a call from Michelle ay 6:20 PM saying the delivery will not take place today. We call Bill back to cancel the order. He says that there will be no penalty for doing this. However, seberal days later the charge is still on our credit card statement.

Avoid this place like the plague. Take your hard-earned dollars elsewhere. I had a horrible experience trying to buy one mattress there. I ordered one size, which they were out of. They said they would get one in within a week. After calling twice and being told it would be there "soon," and they would call me, I called today to find out that it was there, but no one bothered to call me.

My husband picked up the mattress, brought it home, and guess what--it's the wrong size? After calling to let them know they gave us the wrong size, the guy first asks "oh--is that size too big for you"? If I had wanted that size, I would have ordered it!! Then he discovered that I had paid for the correct size, but the wrong size had been entered in "the paperwork." He was ready to hand up, with NO APOLOGY for the screw up, when I brought that to his attention. He said he would look into it further and have the person who did the paperwork call me. WTF? He can't issue a simple "I'm sorry" on behalf of his store's screw up?? Like I said, take your money elsewhere. These people don't deserve a dime.

I purchased a mattress from Mattress Warehouse in August 2008 and was told there was 10 warranty on the mattress that would be honored only if the mattress was free of stains, rips, etc, so I also purchased the mattress cover they recommended for about $100. Just a couple months after purchasing the mattress it began to sag on both sides where we sleep in excess of 2 inches. After submitting a complaint on www.sleephappens.com, I waited several days for a response and ended up sending three emails, leaving 3 messages with their customer service, and they still never returned a call. I finally got to through to an actual person about 4 weeks after submitting the initial warranty claim. They informed me that my complaint had been received but the mattress vendor had gone out of business and therefore the 10 year warranty would not be honored "because Mattress Warehouse just the middleman" and there was nothing they could do to assist me.

I contacted the Better Business Bureau to file a complaint against Mattress Warehouse and found out I was the first person to do so, which I was surprised after seeing all the complaints on this website. I highly encourage anyone with a complain in the Virginia to do the same. The BBB's telephone number is 757-531-1300.

We have ordered two Royal Caress Devon mattresses(one queen and one twin) from Mattress Warehouse after watching its ad(Money back guarantee) on channel 4 from store no. 31 located in Springfield, VA. This transaction occurred on March 8th, 2009. We paid $1299 plus tax plus delivery. We were promised the delivery March 10th, 2009.

We trashed our old mattresses relying on the Mattress Warehouse promise. But after four weeks they delivered queen mattress with twin mattress foundation. Twin mattress was not delivered at that time. Mattress Warehouse promise made us including our kid to sleep on the floor for many weeks during the winter.

The queen bed which was delivered was of very inferior quality unfit for sleeping when we complained that to store manager, he replied saying their machine is broken so they will replace the bed. After few weeks they delivered both queen and twin bed. This caused us many trips to store, phone calls, lot of frustration.

We have opened only queen bed(other bed is still in original pack), this bed is of very poor quality, it is uneven. It is very difficult to sleep on. Mattress Warehouse caused us enormous pain in terms of money, frustration, store visits. We later realized from, internet forums, that its just not us there are so many families having similar problem with Mattress Warehouse. When we explained to the store, after many trips to different stores, they arranged for inspection and said they didnt find any warrantable defects with the mattress. But when we are unable to sleep on the bed it is of no use to us.

Since you have not kept your promises four times and the bed is not usable, we demand a full refund. This is least what we want, we are not claiming any damages for trashing our existing mattress and frustration at this time. If we dont hear from you in 10 business days we will take legal course of action.

I purchased a mattress on 4/11/2009 Sales person Corey talked me into a differnt one than I had wanted. I told him I had major back pain. Received Mattess slept on it for (1 night)called Corey, this is not like the one in the showroom. To bad I can't dp anything for you. All I wanted to do was exchange it.

I gave him a $1,000.00 cash and credit. He was rude to me said it was like a pair shoes you sleep on it for several weeks before it would feel better. In several atempts he has called me a Liar, said he had ordered another mattress that he wanted to take care of this matter. Last call Corey said to bad so said I can't do anything for you.He has upset me so bad that I am having panic attacks. I do not belevie that a customer should be treated with on respect, if this is an example of cutomer service its wrong.

my wife and i went in to mattress warehouse on TUESDAY 5-19-09 just to look around, we needed to buy a mattress but hadnt intended to purchase one that day. we found one that we really liked, and the salesman frank said i can give it to you for 499 out the door and you can pick it up "tomorrow". (which would have been wednesday the 20th) we went in on wednesday the 20th to pick it up and when we got there the same salesman was working and said you cant pick this up til tomorrow, trucks come thursday. so i asked then why did you say i could pick it up today when you sold it to me yesterday? he preceded to argue with me and my wife saying that WE misunderstood him, and that he didnt say tomorrow he said thursday. but we were both right there when we bought it and he repested several times thru our visit if you buy it now you can pick it up tomorrow, tomorrow tomorrow tomorrow, not thursday "TOMORROW"... So now wwe had to make arrangments to borrow my sisters truck a second time to go back and pick it up today. If its not there i fully intend to get a refund of the full purchase price. its just bad customer service. The sleazeball frank said whatever he had to to sell a bed.

Purchased a Queen Simmons Mattress on 8/23/08; rarely slept on due to travel; 6 months later noticed slight vertical dip in center; feels like going down hill; 2 months later (owned only 8 months) causing disruption in sleep; over time the sag went to almost 1.5 inches; started sleeping on right side w/pillows vertically placed in center; next week on the left side; the sag lessened to 1 over time; reported problem to Mattress Warehouse Warranty Claims on 4/10/09; they sent inspector on 4/30/09; took measurements and pictures; reported moderate sag.

May 5, 2009 Mattress Warehouse sent letter stating, "no warrantable defects were found in your mattress or box spring at this time." May 9, I sent Mattress Warehouse email stating I am unhappy with this mattress cost $1484. The mattress is on excellent support, covered with mattress allergan cover, mattress pad and I cannot continue to slip with pillows going down the center of my bed and slip on right side one week and left side the next week to even out the sag in the middle. I informed them that I would seek further action if not fully satisfied with another mattress.

To date, no response back from Mattress Warehouse, Inc. After reading your website about the many complaints about Simmons mattresses I do not want another Simmons and would like a full refund. I have purchased cheaper mattresses over the past 30 years for me and my son which have lasted at least 10 years each. This did not last 8 months.

Please assist because I cannot afford to be out over $1400. I am so tired of paying for good products and services to get no satisfaction. $1484.00 Sleep disturbance. Constantly wake up due to feeling of falling down a hill. If I have to I will get a physician's note regarding sleep problems.

I purchased a Serta Galliano Plush ET Queen Set from Mattress Select. When it arrived it sagged in the middle. I attempted moving the mattress around over the course of 10 months to allow for settling of materials, none of which were successful. I contacted the store (May 2, 2009) and asked what the warranty procedures were for the mattress. Todd, II informed me that I needed to bring my receipt to the store and he store would arrange for an inspection. We agreed to have the inspection conducted on May 11, 2009. The personnel (2 young men) tasked with inspecting the mattress observed the mattress; then using a string with a washer on both ends to measure the sag of the mattress from the top to the bottom. One of them checked the consumer tag to determine if the information on the receipt agreed with the consumer tag. After determining that the tag did agree he completed a preprinted form on which he answered the following questions with the following answers.

Is the mattress a set - yes

He then informed me that I would be contacted on May 13 or 14, 2009. I did not received a call by 5:00 p.m. on May 14, 2009, so I contacted the store. Todd, II answered. Once I stated that I was calling to follow up on my warranty claim; he informed me that his Serta representative stated that although the mattress sags, because the sag is not at a specific degree of sagging he could not honor the warranty, but if I would like to pursue the issue I could contact Serta.

Future consumers should not be subjected to such gross negligent misrepresentation of a product by a retailer.

The first interaction the young sales guy wanted to check the total pricing of the queen mattress set, with delivery to Maryland (ordering from N.C.) and tax. Her reply was loud, harsh, and she was extremely rude as if she did not want to be bothered and didn't give a damn if I purchased anything or not....very bizarre.

In any even, the price sounded right so I phoned my partner to see if this is something he wanted to do. He asked me to ask them if this price included the frame and if not what kind of deals could they get us on frames. Lord in Heaven have mercy, this very simply question sent her over the top, yelling, shouting "YOU ARE ALREADY GETTING IT (MATTRESS) FOR FREE". At this time I looked at the sales guy and shock my head, while stating to my partner, (who was simultaneously asking me what is she screaming about?) "No, I'd rather go to the Room Store, pay an additional $20.00 dollar's rather than give this Nasty*****(yes, I went there) a dime".

As a began to leave, the store manager wanted to have the last word by shouting at the sales guy who was walking and talking to me, to "Leave her alone, let her leave, you don't need her sale", then she started addressing me saying "Leave the store, get out, go to the Room Store, Bye-Bye-Bye hope you have a nice day". I was so fed up! What the hell is all of the hostility for? My goodness, gracious! I turned around and asked her to stop being a smart ass...she started yelling at me again to leave and I took out my cell phone and said you know what, you want me to leave then you call the cops and let them make me leave....I was ******!

We both phoned the cops. The cop was super nice, and told me that Janita wanted to place me on a Do Not Trespass List because I wouldn't leave the store when she asked me to. Of course, I signed my name, I had no problem doing that because I "WILL NEVER SHOP AT ANY MATTRESS WAREHOUSE BRANDS".

I have yet to hear from anyone, district manager Kenny, anyone from corporate. They do not micro manage the store manager's practice and as a result it is substandard, disrespectful and a complete mess.

Let me tell you that God is Good. I not only purchased my Queen size mattress set at The Room Store but after telling them about my ordeal they gave me 10% discount off, the Sealy Posturpedic is a better set than the one offered at the Mattress Warehouse. When I asked about discounts for the frame they didn't jump down my throat, the simply told me that yes, they can also give me a frame for $20 dollar's off, stating that at The Room Store, when you purchase a mattress set and frame they will give you $20 dollar off of the frame.....how nice.

On April 7, 2009 I bought a Simmons Beautyrest classic mattress set. It was a buy one get one free deal.I choose a twin mattress same brand for the free one. Before purchasing I asked the sales rep "Could it be delievered the same week " because I had no mattress at home and needed them ASAP. He said "yes" and scheduled a Friday delivery date 4/10. I also ask that if I am not happy with the product could I return it. He said "yes" we stand behind all of our products and we have a money back gurantee policy. I asked for it in writing. he showed it to me but said that he did not have an extra copy and I could come back and get the next day. He also said their mattress once returned are sent back to the warehouse in MD and destroyed. Adam also said that exchanges were welcome. The company would do whatever to make the customer happy.

So, I made the purchase with my credit card $929.00.The next day Adam called and said that he made a mistake and the mattresses would not be delievered until next Friday 4/17 and the price I paid was wrong but because of the inconvience the store would honor the price. His boss Crystal (store manager) was on the phone as well and said that Adam was new.Apparently for the buy one get one free deal you had to purchase a mattress that was $1399 and up my mattress was on sale for $799.00. Crystal said we are giving you a great deal. This was all on the telephone. I said "okay".

The next day 4/9/2009 I went to the store and told Crystal that this was not acceptable I need mattresses now.I ask for my money back since the purchase was barely 48 hours and they had not even submitted my order because she said that she was just getting ready to submit it when I walked in the door. i said well if its not even submitted yet then why cant I get a refund and she said we have a No refund policy but I will give you 2 mattresses to choose from that we have in stock and can be delivered tomorrow. At this point I am frusturated and I said Okay. I picked a Serta Pillowtop and a Sealy for the twin because that's all they had in stock.

The serta was okay but I liked the simmons better but it could not be delievered until the following week. i am starting to feel like I am in a no win suituation. she gave me a exchange invoice and kept my orginal invoice from the orginal purchase.The next day 4/10 the mattresses were delivered and appeared to be fine. I signed the received form. That night was a sleepless night. I felt like I was lying on bricks. The next day i went back to the store and told Crystal this is not the same mattress as the one in the store. The one in the store was really plush mine is hard. She said well ours are worn in all new mattresses are hard. If you are still unhappy on Monday then you can file a warranty claim.

I said well what about the money back gurantee policy that the store has and she said Oh that is only for mattresses that cost 1400 and up not on sale mattresses. I then demanded a refund and she refused it once again. On Monday 4/13 when I was changing the linen I noticed a ripped in the mattress. I reported this to the store and took a picture and Crystal said that it is a warranty issue and Mattress warehouse is out of the equation at this point. I have now filed a warranty claimed with Serta. This is the biggest diaster. I cant find a number for their headquarters. On 4/28 I have been told my claim has been denied. Now I have to buy a new mattress.

On l2/31/08 I purchased a full mattress and boxspring at Mattress Discounters a few minutes from our home. We picked up the mattress and boxspring ourselves to avoid delivery charges. Four months later my son sat on the the bottom edge of the bed. The boxspring completely cracked in half and he went to the floor.

I called the store and they said I had to submit a claim on line which I did. They said they would give us a new boxspring BUT the new box spring had to be returned and new one picked up (not where we bought it) at their warehouse in another county. They would not let us return the box spring to the original location we bought it from. We could not travel to another county so they told us there would be a 65.00 pick up fee for the broken mattress. Well we paid no delivery fee for this so I think they should be responsible for the fee if they wont let me return to original store. I cannot get it to the warehouse. Therefore, I am stuck with a broken boxspring which we will try to fix. I have purchased many mattresses and never had this problem. Never again will I purchase a mattress from Mattress Warehouse

In January my husband and I bought two mattresses and box springs and a headboard and foot board. The day of delivery we received everything but the headboard. We called that day spoke with Mike and he said it was on back order it should be two more weeks until we get it. Two weeks have past we decided this time to go in. We spoke with Mike again. He said it was up to us if we wanted to stick with the style bed we ordered the in a week or two there will be a delivery to the warehouse of the Isabella beds we or we could pick out another bed. We told Mike that if the Isabella doesn't come in we would take the Emily. Once again we got nothing and he did not call us back.

March 16 we went to the Mattress Warehouse on Lincoln Highway in Lancaster, Pa. Spoke with Mariam aka manager. My husband and i complained to her about Mike and him not returning phone calls. She stated she was going to have a talk with him and went ahead and ordered the Emily. She had the delivery date March 19, 2009. We were to get a phone call on that morning for a delivery time. Once again we received no phone call. I called and spoke with mike later on that day to let him no that the bed was not delivered. Of coarse he said he would call me back which he didn't. I called back and Mike said the do not have the Emily in the warehouse that we could wait or get our money back. I told him we want our money back but since we paid cash we had to wait until it went through the corporate office that it would take two weeks.

Three weeks went by I called Mike again to let him know we have not gotten our money I asked him to have the manager to call me back, in fact I have noted on our receipts that I called three different time and dates for a manager and no one called me back. Two more weeks went by my husband decided to go in to the store two more weeks later and spoke with Miriam again she decided him saying she never saw him and my notes of requesting her to call me back stating she would have called me back. Of coarse at this time my husband is getting upset. She told him they don't even deal with cash accounts and when my husband said that was [lies] we paid cash she ended up calling the police on my husband for harassment and trespass.

when the cops showed up she showed my husband a fax from the corporate office saying our money was in the mail. We should get in a week. A week went by which was last week from this date and the girl who wouldn't give a name said we should get it by that Friday. Today April 20, 2009 at 11:10 am I spoke with Miriam again and told her the she told my husband two weeks ago the money was in the mail and we have not gotten it yet! She told me she was going to call corporate office and call me back it's been an hour and she has not called back. We are complaining to better business burrow and emailing our local news WGAL for them to investigate.

With the way the economy is today not getting our money has hurt us with bills. I am on disability and my husband had lost his job so we are low on cash. It has been an inconvenience to our lives our bedroom is not what we had hoped it would be. And the EMBARRASSMENT that they put my husband in by calling the police and having him sign a harassment and no trespass contract when he did nothing wrong and just wanted what they owed us back.

After being the victum of fraud at the hands of Mattress Warehouse, I went on line to see if anyone else had experienced problems with that company. The number of complaints were amazing. We were told a blanton lie by James M at the Midlothian Turnpike store in Midlothian, Virginia. He assured us without question that if we purchased a specific mattress we would have a 30 day trial period after which we could return the mattress within 15 days for a full refund less a fee of $149.00.

We bought the mattress for $3,808.00. Durning the 30 day trial period it was clear the mattress was totally unsuitable. It was as if it was a different mattress from the one we tried in the store. Well within the refund period, we went back to James to tell him that we wanted a refund. He denied that we had a 30 day trial period and refused to refund our money.

Unfortunately for us, he never provided any paperwork confirming the agreement regarding the 30 day trial. A couple of days after talking with M, I went to the Broad Street Store in Richmond where the District Manager, Ryan M, was working and I took with me a tape recorder sealed in my pocket and posed as a customer. M reiterated the very same policy and promise made by James regarding the 30 day trial period on the very same mattress that we had purchased from the Midlothian Turnpike Store.

In M's words, the 30 day trial period was 100% GUARANTEED I have this on tape. M and I were discussing the very same mattress that I had already bought from the Midlothian Store. I planned to use this recording in court as I pursue legal action against Mattress Warehouse.

We read bad reviews about this place before we went, but did everything we could to make sure we didn't get taken advantage of like the others. Here's what no one could anticipate: We spent over $3100 on this bed. We bought it Feb. 18th and scheduled delivery for April 4th. We waited all day on April 4th and it never came. Around 6pm, I called to find out what happened, and was told that the mattress was out of stock and would not be coming that day. They played nice and gave me a $100 discount for my trouble and said they would call me later to arrange delivery.

On Tuesday evening I came home and found the bed all set up in my bedroom. My husband and I had been at work, so I can only assume that a construction worker had let them in (it's a new house). The problem? A huge hole in the fabric on the top of the (unflippable) mattress (photos below). I called the store, and they said they would put in an in and out request (whatever that means) and wanted to know who signed for it. I have no idea who signed for the mattress- it wasn't me. I contacted my credit card company and told them to stop payment until the issue was resolved.

Thursday morning I got a call from the store saying that my in and out request had been denied because the mattress had been signed received in good condition. We aren't touching the bed, so we're still sleeping on an air mattress. They gave me the number to customer service, where I left a message. I feel like I could live with the hole, but if you read the fine print, it voids the warranty if the fabric has any holes or tears. I'll update this review if anything is resolved, but I am frustrated, angry, and feel like I've been taken.

April 7, 2009 , On April 6, 2009, at around 4:00pm I place a call to your Prince Frederick, Md store and I spoke with a salesperson by the name of Antonio. In our conversation, we discussed styles and prices of Full sized mattress. I asked for the physical location and told Antonio that I would be in to see the mattresses that evening. My daughter and I entered the store at approximately 5:30pm. Upon entering, the salesperson (Antonio), was busy with another customer so my daughter and I looked around the store while he assisted the customer ahead of us. During the time we waited, a Caucasian couple came into the store.

Once Antonio was done with customer 1 I informed him that I had called earlier about the full sized mattress. He did show me the 2 mattresses that we discussed but in the middle of me asking him a question about another mattress, he proceeded to the customers that came in after me and proceeded to help them, leaving my daughter and me standing there looking foolish. I stood there for a minute or 2 in disbelief then I gathered my daughter and we proceeded to leave the store. On my way out, I stopped at the door and said to Antonio, Thanks for all of your help! He didnt respond because he didnt even notice that we had left.

As I sat in my car on the outside of the store very upset, I called back into the store to ask Antonio for his superiors name and phone number. He stated that no one was in charge of him and that he was the senior person at this location. I then stated that there had to be a District Manager or something and that I would like that number. I then told Antonio, that I did not appreciate how my daughter and I were treated and that we came in to purchase a mattress with cash in hand and that he just left us to attend to another customer after only giving me about 2 to 3 minutes of his time. He in turn said that I work on commission and I cant spend all of my time with 1 customer. I then said that I do understand that you work on commission, but you only gave me 2 minutes of your time. The conversation began to go back and forth and I finally said please just give me the number to you superior. He did attempt to give me a phone number to the corporate offices.

Apparently, in my state of distraction, I mis wrote the number. I called the store back but there was no answer. So I called the Annapolis, Md store and spoke with a salesperson by the name of Jim. I asked Jim if he could please help me by giving me a number to the Corporate Office because I had an issue that needed attention. I guess that he heard the pain in my voice and he asked if I was ok. I began to explain to him what had just happened to my child and me at the Prince Frederick, Md store. He offered his apologies several times and said that I or anyone deserved that treatment and gave me the phone numbers that I needed.

I truly believe that I was discriminated against on based on race. I think that Antonio thought that the best chance at making a commission was with the other customers. I came in the store with full intent to purchase a mattress for my daughter on that date. FYI. The couple left after about 10 minutes in the store. I would appreciate it if someone would please look into this matter because no one should be made to feel like I felt when I had to walk out of that store with my daughter on April 6, 2009. We were treated as if we werent worth his time.

We purchased a mattress from the Mattress Warehouse near Chesterfield Towne Center in Richmond, VA during the President's Day Sale on 2/16/2009. The sales person showed us many mattresses and we settled on the Camilla Bay model mattress at a hefty price on sale of $4,000. We completed the paperwork with the manager, James, and he indicated delivery would be within the next two weeks. Two weeks came and went with no information. We contacted the store several times, but no one answered the phone. Finally, in March we were able to get a hold of James and he stated the delivery date of March 14, 2009. Without any additional notification, we received the mattress on 3/14/2009.

To our disappointment the mattress was the wrong model. We ended up with the Reflection Bay model, one which is about $1,000 less and a very firm version of the original mattress. We contacted the store that day, and they insisted they had ordered the correct model. We proceeded to go to the store and showed the manager, James, which model we had agreed to purchase on the floor. There was not even a Reflection Bay in their store. At that point the manager admitted he had made an error and agreed to fix it ASAP. Since this all happened on a Saturday, James said he would make calls on Monday and call us to let us know when we would receive the correct mattress.

On Monday 3/16/2009, James called and said that the mattress would be delivered no later than 4/1/2009 and should even be the week before. He apologized for the mistake and said we could use the mattress that had been delivered in the mean time. On 3/30/2009 we still had heard nothing from Mattress Warehouse. When we called James and he said that he would check on it and call us back. He called back our home number (all other conversations had been via cell phone) and left a message that the mattress was scheduled for production this week. Apparently they hadn't even made the mattress yet? And there wasn't one anywhere else they could ship it from?

Since that day we have called the store and the headquarters in Maryland at least twice a day with no success. If the local store answers the phone (rarely happens) James has been away from the office, and we end up in eternal hold at the corporate office. So at this time there has been no resolution. Today is 4/3/2009 and we are heading into the weekend with not much hope. This has been a horrible experience. Not being able to sleep on a mattress for $4,000 is a pretty bad feeling.

Paying for a mattress that we do not even have. Wife sleeps with kids, and I get the couch.

Just did a google search for Mattress Warehouse to call Paul, the Store Manager at the Bethesda MD store. Remarkably, reading this site, we are going through the same thing. We purchased our King Size Simmons Beautyrest Villamoura mattress on March 9th. It was delivered the next day. We noticed immediately that it was very hard. We called the store and told them this. They said that it might take 2 weeks to break in.

We waited a few days and sleepless nights and went in to speak with them. They said that the guy who sold us the mattress was a big guy and liked the mattress we purchased and that perhaps he didn't have the product knowledge, but that the warranty was only for defects and not for comfort. They put in a request for exchange with corporate but it was denied. We have since called and gone back again. We have filed a warranty claim on the sleephappens website. We have been told that we will have a Mattress Investigator call and come to the house and see if the mattress is truly defective. We believe it is.

We have also been told that the Simmons rep will call us. He has not yet called. We just want a comfortable mattress to sleep on. Sleep is not happening with us. We spent over $2000 on a bed that is so uncomfortable we wake up in the middle of the night and in the morning have neck and back aches. We have spent time trying to rectify this. We just want to exchange the mattress for one that we can sleep on.

Purchased a 3500.00 mattress & boxspring from charlottesville store July 1, 2008, 3 months after having the mattress, it started to sag, feeling like I was falling off the edge of the bed, by the next month the whole side of the mattress blew out and sunk. Called the store, they advised me to start the appeal process on line, completed the 1st step- questions on line, then they sent an email to me, that there was a 2nd step process, did that (same questions with some information they want YOU to take off the mattress, measurements with a ruler and a string.

I get a call in february from a lady from the Mattress Marshalls, they want to come see the mattress, she comes, flips the mattress, takes pictures, measurements, checks the box spring etc. I get a letter, few weeks later that I can go to the store and pick out another mattress but must pay 65.00 delivery fee or return the old mattress to frederick md. So i go to the store, pick out a mattress on 3/25/09, told the delivery date is tues 3/31/09, I take off work, wait and wait no call on tuesday, I call at noon, the gentleman there does not know why I am not on the delivery sheet and I have to call paul on wednesday, call today 4/1/09, paul does not know why, he states he is waiting on corp to tell him where it is or when it will be on the truck. NEVER AGAIN!

we are still sleeping on a EXTREMELY UNCOMFORTABLE MATTRESS

I pay full, and it been two week.Ipay for delivery 65.00dollar Ikeep calling them and they keep telling me the same thing.Ihad these mattress on layaway not even amonth.and they keep giving me the run around.Idon't have gas to be wasting.my cost to my mattress is 741.99dollars.I'm in need of my mattress. Iwill appreicate if you could contact me as so as possible.thankyou and have abless day

I HAVEN'T GET MY MATTRESS.it's nice to pay in full but haven't recievce, nothing yet.

I ppurchased a queen size mattress from the Clinton location of Mattress Warehouse in February 08. A week after purchased I called and spoke to my saled person(Carl) and informed him that we were not comfortable on this mattress. We went from our backs hurting on our previous mattress to now are shoulders are bothering us. He informed me that my mattress was a floor model and that it was nothing I could do? I asked him why didn't he explain that when we purchased it? I would never had brought something without a warrenty. We decided to let it go and chuck it up. Well fast forward to now, both me and my husband have been back and forth to the doctors for our shoulders, we both have had Xrays done.

Our doctor informed us that both of us can't be suffering from the same pain and it has to be our mattress. I decided to go back to the store and pursue this thing. I begin by calling the store on March 11th. I first start by speaking with Morris-who has now replaced Carl. He says he will call me back but doesn't. I call the corporarte office and speak to Winston (he is filling in for the District manager who is on vacation-K. Keller) who tells me to call the store back and get my original reciept and file the warrenty but can't promise anything. I call back to the store and get Morris but his conversation is so confusing I decided to go over and do this face to face.

On March 15th we get to the store and search about three boxes for my reciept of which we never find. He finally finds a copy of something that appears to be fraudulent. He too gets concerned and tells me let me call you back after I speak with the original salesperson who has been transfered to another store. I ask for a copy of what he has, he didn't really want to give me a copy but does. He ask me not to share this with anyone because someone might get in trouble. Later that evening he calls back and says its all straight now and he has filed the warrently claim.

On March 23rd I call Morris back to get status of claim he tells me let me check with customer service and get back to you. Nothing! On March 25th and 27th I call and leave a for the district manager (K. Keller) who has net to respond?

Restless night, aching shoulder pain and lower back pain

On March 11, 2009, My daughter purchased a mattress and she paid cash in the amount of $629.99. She was very excited about being able to pay for her purchase in cash which she worked very hard to save. The Manager at the Front Royal Mattress Warehouse, Debbie was very quick to take this young womans cash and promise her a delivery date less than a week away. I also purchased a Mattress Pad that Debbie suggested to protect and guarantee the guarantee, of the mattress, in the amount of $83.99 (this was put on my Credit Card).

My daughter got rid of the bed she had in her room and slept on the floor because Debbie assured her that her Mattress would be at the store to be picked up on Friday March 13, 2009. When my daughter went there to pick it up Debbie informed her it would be another week or so before the mattress would make it to the store for pick up?. My daughter then requested her money back because she did not want to wait another week for her mattress. Debbie informed she could not issue a refund on the spot that it had to go thru the main office, and that she would have to wait at least 3 weeks for her refund, it would be a check of course.

I also wanted to return the unopened mattress pad for the bed we did not receive and Debbie informed use she would TRY but they dont usually give refunds on any merchandise. This made me very mad, to think that a company that was so quick to take the cash and promise a delivery date then back peddle out of the original date just amazes me.

When I got home I read the back of the receipt and it stated that once merchandise is received by the customer it cannot be returned or exchanged, I cannot believe a company actually has the nerve to make that kind of statement what kind of message for customer service is that. In these time of economic uncertainty you would think a company would try and work with the customer instead of working against them and not issuing a refund on unused or unopened items with a receipt. Please post an extremely poor customer rating for this company.

Jan 31, 2009 ...I purchased a King Size Mattress from MW made by Simmons Manufacturing. The bed is hard ...... nothing like the bed in the store. I reported the problem 24 hrs after the delivery. I was informed to give the mattress a week to break in ..... come in to the showroom a try out another mattress. Then I was instructed that I had to wait thirty days and the district manager would let us exchange the mattress. I called back after the thirty days and was told the exchange would be granted if $ 800.00 more was provided. This is unbelievable they accepted my money and delivered a defective hard pillow top bed. This store has no compassion for the consumer. Sleep is not an option.

My back and neck are sore. I am experiencing sleep less nights. I can afford to spend another $ 1800 for a bed.

I purchased my mattress from Mattress Warehouse on November 26, 2008 from the Potomac Mills, VA store. A couple weeks after delivery I noticed the mattress was not anywhere near as comfortable as the one I chose and tested for over an hour in the store. Also, I noticed a sizeable indentation in the mattress in less than a month. I contacted MW offices immediately, a mattress inspection was arranged and conducted in December 2008.

Several weeks later I received notice dated January 21, 2009 that the inspection showed normal wear/indentation and my case was dismissed much to my dismay. I would have thought, at the very least, Mattress Warehouse would offer me the opportunity for a replacement or some sort of restitution, especially with my excellent credit. Not only that, but I also had to deal with your accounting department regarding my account and the erroneous way it was set up initially.

I'm stuck paying $1823.00 for and sleeping on a defective mattress.

Sale ad read Buy one get one free of equal value. The advertised mattress is no longer available. Salesmen sold me a better bed for the sale price on Sunday. Bed not there could pick up before Saturday, when I called I was told the salesman shouldn't have sold it to me but they would honor it but only for delivery for an additional charge. I disagreed because we wanted to pick it up so Alex told me okay pick up at store on Thursday after 4:00.

Today is Thursday after 4:00 and now I am told it is on back order and hopefully will be there next thursday. I said no give me something else better or equal to, he offered me discountinued items that cost 1/2 the price and low quality. I called another one of their stores and was told it could be delivered to my home tomorrow if I purchased it today, Alex said that is not true and is calling his district manager. I have yet to hear anything back from them, if I want my money back (they already have my money) they could issue me a check in 4-6 weeks or put back on my crecit card in 5-7 business days. They took my money on Monday the day after the sale and I still have no beds. Unbelievable! My children have nothing to sleep on tonight and I am not sure for how long.

My children have no beds to sleep in! We disposed of their beds earlier today to make room for the new ones.

Bottom-line: Mattress Warehouse, Inc could care less. I had other issues with this company and this is just the latest. Warranty Issue on a pillow top mattress. The stiching is is unravelling around the edges and corners, the pillow top lost conformity/warped, and it dip/sinks by 2. According to Mattress Marshal while writing the report these are warrantyable items. However, when the report came back to me from the corp office there were no warrantable defects found on the mattress.

June 4, 2008 -
The mattress set was delivered during the mid afternoon. The delivery men were quick to set it up in my master bedroom. Once the set was assembled, the delivery men had me quickly sign the delivery receipt and they were gone. I inspected the mattress set and discovered that the left box spring was damaged. The corner of it was missing a rubber protector and the same corner was dented inward. I immediately called Randy Clark, our sales associate, and explained the situation. I told Randy that I expected he would schedule another delivery and have a new box spring delivered to my house as soon as possible. Randy apologized sincerely and told me he would call the delivery warehouse right away in order to have my new box spring delivered to me within a week.

June 25, 2008 -

It took three weeks after the initial delivery of the damaged box spring, for my new box spring to be delivered. Learning from my previous mistake, I refused to sign any delivery receipt until I inspected the box spring this time. The delivery men waited for me to inspect the new box spring. I pulled the bed off the wall to inspect all sides. The delivery men positioned the box spring so that I would not notice the dented corner of the new box spring they just delivered. I called the one delivery man into the room to show him that the box spring they delivered was damaged as well. He commented that the dent in the box spring would not affect the way the bed laid. I responded to him by saying that at any rate, I was paying good money for the mattress set and I wanted it to be perfect.

July 9, 2008 -
After two weeks of not hearing from anyone at Mattress Warehouse in regards to scheduling a new delivery, I decided to call Randy C. Randy was not in the office, so I spoke with a man by the name of Richard. I explained to Richard the situation I was having with the damaged box spring(s). After my explanation, Richard advised me to have the box spring delivered to their office and once delivered, I could come in and pick it up. I told Richard that was not an option for me, since I do not have a vehicle that would permit me to do that. Richard said hed help me put it on top of my vehicle and that to ensure there would be no scratches made on my vehicle, he recommended that I bring a blanket to lay underneath the box spring while it was on top of my car. I told Richard that I was not able to pick up the box spring and that I was promised free delivery, so thats what I expected. He understood and said he was going to make a few phone calls and would get back to me later that evening. I never received a return phone call from Richard or Randy regarding scheduling the third delivery.

July 12, 2008 -

After realizing that I was not being helped by Randy or Richard with scheduling a delivery for my third box spring, I called Randy at the Mattress Warehouse office. I explained to Randy that I was very unhappy with the product they twice delivered to me and that I was also appalled at their Customer Service. I explained to him the number of phone calls that I made and that to my dismay, no one at Mattress Warehouse seemed professional enough to handle my request. I pointed out that my dissatisfaction fell within the 45 day Money Back Guarantee and I wanted him to note it on my account that I will be returning the product for a full refund as promised to me at the time of purchase.

July 13, 2008 -

After my discussion with Randy, I decided to do some investigating. I called Mattress Warehouse located on Jonestown Road, also in Harrisburg. I spoke with a man by the name of Johnny G. I acted like I was a new customer and explained to Johnny that I was interested in purchasing a king size mattress set. I told him that I had been researching other stores in the area and that some of those stores were offering a 30 day Money Back Guarantee and I was wondering if Mattress Warehouse offered anything similar. Johnny excitedly explained that Mattress Warehouse was offering a 45 day Money Back Guarantee on all their Simmons mattress sets.

After a thorough discussion regarding the mattress sets that were covered under the promotional 45 day Money Back Guarantee, I asked Johnny to fax me something in writing stating what we had just discussed. Johnny explained that he was out of paperwork so he couldnt send it to me, but said that I should come into the store to take a look at the beds. So, I came to the store and met Johnny G. I didnt tell him who I was, because I wanted to hear the same speech he had given me on the phone, just so I could clarify which mattress sets were covered under Mattress Warehouses promotion. Johnny had me lay on a few beds and then pushed me towards the Simmons line mattresses. I told him that I was interested in the Simmons Whitehaven bed, which happens to be the same one I previously purchased.

July 19, 2008 -
Bill F returned my phone call 6 days after I left a message on his voicemail. He apologized to me for his sales associates and stated that he would speak with them regarding the situation. He also informed me that the mattress I purchased was not part of the promotion Mattress Warehouse was offering for a 45 day Money Back Guarantee. I called Bill F back stating that I was pleased to hear that he would be discussing this matter with his sales associates to deter them from misleading any other customers. I explained to him that he misunderstood my message and that I was not asking? to return my mattress set, I was telling? him that I was promised a 45 day Money Back Guarantee and that I expected Mattress Warehouse to follow through with their end of the deal. I continued to explain that the two box springs that were delivered were damaged and that the individuals I contacted regarding the damage were in no hurry to help me get the proper box spring. I was dissatisfied with Mattress Warehouse as a whole. They had unprofessional customer service, poor products (stating again the damage to the box springs) and deceptive sales tactics. I asked him to please call me back to further discuss this matter. I never received a return phone call from Bill F.

August 1, 2008 -
I filed my initial complaint with Mattress Warehouse through the Better Business Bureau. I stated that my primary issue was selling practices and my secondary issue was product quality.

August 5, 2008 -
I called Wells Fargo regarding my account with them and Mattress Warehouse. I explained that I had filed a dispute with the Better Business Bureau and that I was in the middle of disputing the purchase. The lady I spoke with asked that I send her a fax stating the issue at hand so she could put the account on hold for 30 days or until the matter was solved, which ever came first. She said she would do everything in her power to help me get the issue resolved promptly. I faxed the letter explaining my issue with Mattress Warehouse.

August 8, 2008 -
I received a letter from Wells Fargo explaining that the store is trying to contact me to set up a 3rd party inspection on my merchandise and begin the resolution process.

August 28, 2008 -
After waiting for Mattress Warehouse to contact me, like the letter from Wells Fargo states, I decided to call Randy C. Randy had no intention on calling me to schedule a 3rd party inspection. I demanded that we schedule this as soon as possible so that I can put this horrible experience behind me. He stated that he would call the 3rd party inspectors and schedule the appointment.

September 18, 2008 -
I received a phone call from the 3rd party inspector. He stated that he was in the area and wanted to come inspect the mattress. I explained to him that I was at work and that I could not get to the house until after 4:00 PM. He stated that he would call me if he was still in the area at that time and if not, we could do it another day. He did call after 4:00 PM and was still in the area, so he was able to come out and inspect the mattress set. I helped him pull the plastic off the mattress set so he could inspect it thoroughly. He took many photos and left stating that Mattress Warehouse would be contacting me shortly.

September 24, 2008 -
I received a letter from Mattress Warehouse stating that there were not warrantable defects to the mattress. It was my understanding that they were coming to inspect the mattress to make sure there weren't any defects that I had done to it before they took the mattress back. So I was shocked to see that there were no defects but that they were not going to take the mattress back.

September 29, 2008 -
I called Mattress Warehouse, leaving a message for someone in customer service to call me back. I explained that I received their letter stating that there was no warrantable defect with the mattress or box spring. I stated that I was happy to hear that there werent defects but that the inspector was coming to inspect the mattress to make sure that I did not do anything to it while it was in my possession so that the resolution process could begin. The inspector was not inspecting the mattress as a Warranty issue.

October 3, 2008 -
I called Mattress Warehouse again since I did not receive a return phone call from any one. I explained to the gentleman who answered who I was. He immediately cut me off by saying, I know who you are. You left us a message the other day.? I confirmed that it was I that left a message and asked to speak with someone that could help me resolve my issue. He forwarded me to Melissa J. I explained to Melissa again my issue with Mattress Warehouse. I repeatedly told her that I was not having a warranty issue with the mattress. I explained that the mattress and box spring they delivered was dented and that my main concern was their sales practice and customer service. I told her that I was dissatisfied with the product since it was and still is dented to this day, that when I called multiple individuals associated with Mattress Warehouse, I was repeatedly ignored and that I was promised a 45 day Money Back Guarantee that was later retracted. I explained to her the letter that was sent to me from Wells Fargo stating that Mattress Warehouse would contact me to schedule a 3rd party inspection. She asked that I fax the letter to her. Melissa informed me that the dispute with the Better Business Bureau has been closed. After our conversation, I immediately filed my second complaint against Mattress Warehouse with the Better Business Bureau.

October 6, 2008 -
I faxed the letter from Wells Fargo to Melissa J. I also informed her that I filed a new complaint with the Better Business Bureau and that she would be hearing from them soon.

October 20, 2008 -

I received a letter from Derrick G at the Better Business Bureau, with an enclosure of the response from Mattress Warehouse. Im writing this letter to confirm that I am dissatisfied with the response from Mattress Warehouse and that this issue is not solved. My first and largest complaint is that I was lied to. Guarantees were made to me at the time I purchased the mattress and box spring set from Mattress Warehouse and those guarantees need to be honored. The salesman at Mattress Warehouse convinced me that I would be satisfied with my purchase and if I wasnt, I would be refunded the purchase price of the mattress set. If this was not the case, then why would two salesmen, at two different locations, on three separate occasions, try to sell me on the same line?

October 24, 2008 -
Drew from Wells Fargo called regarding status on dispute with Mattress Warehouse and the Better Business Bureau. I gave him the updates that transpired throughout the week. I told Drew that I would keep Wells Fargo updated as I knew more information.

I emailed Derrick G to follow up on the letter I sent him on October 21, 2008 and to get any updates in regards to the complaint. Derrick G sent me an email with an attachment from Melissa J in the Customer Service Department at Mattress Warehouse stating that I was within the 45 day Money Back Guarantee, but then she goes on to say they won't be refunding me.

Now I'm at a loss as to where to turn. I have written documentation to prove Melissa's statement that I'm within my 45 day return policy and yet no one is willing to help me.

I went Mattress shopping during the Holiday at Mattress Warehouse located at California, MD 20619. On January 1, 2009,

The Sealy Gracehill Harbour Mattress (Posture Pedic) that I purchased at Mattress Warehouse was delivered to my home on January 2, 2009. The moment that I laid on the new mattress; it was a total diffrent feel from the one that I laid on at the store to test out. I visited Mattress Warehouse a couple days later and talked to one of the store managers (David D)to let him know that I was not happy about the way that my new mattress felt and he said to me "Mattress Warehouse prefer that customers try out the mattress for 30 days before complaints are given".

After not being able to sleep comfortable on my new mattress, I went to the store again to bring this to the store manager's attention and I told them that it is so uncomfortable to sleep at night and that I have to sleep in my son's bed just to get a good night rest. I brought to the store manager's attention again about the return policy as we had previously discussed and the sales person who sold me the mattress told me that "You will not be able to get a refund nor an exchange" according to the store policy. I told the sales person in front of the store manager "That's not what the store manager told me" and then the store manager looked at the sale person and said that's what I thought. I then left the store upset and emotional.

I am frustrated that no one is hearing me and helping me as a value customer. I was also given the Mattress Warehouse email address but it was not an accurate email address.

I don't like the fact that I am stuck with a mattress that I am not satisfied with and most of all having to pay $2694.52 for something that I am not reaping the benefit.

The mattress in the store that I tested had a remote control which lifted up/down and the mattress that I actually purchased is not remote controllable.

Help is needed to stop poor customer service at Mattress Warehouse stores.

I would like to get another mattress in place of the one that I have since it been a little over 30 days since my purchase. I really do not want a full refund but what I do want is an exchange and excellent customer service.

Thanks for your time and attention and any help that you can provide me.

I went into this store to check out futon mattresses for sale. I will need one for approx. 6 weeks and then it will go into a guest room. I spoke With Eli, the manager of the store, and he showed me 4 sample futon mattresses. Of course these are only about 2feet by 2feet and one can only sit on them to try them out (a huge difference than actually laying down on the mattress). I chose the Premium King Koil mattress for $179. (interestingly enough, the same mattress is on their own website for $50 cheaper). It had an eggcrate style mattress sandwiched between 2 other pieces of thick green foam. In addition, there were several other layers, very compressed. I was told that this mattress was very supportive.

I later returned to the store and paid for this mattress in full but was told it would have to be ordered. A few days later I phoned the store and was told it was in. My husband picked it up but I did not immediately put it on the futon as I wanted to purchase an allergy zip protective cover for it. 2 days after picking it up, I removed it from the plastic and attempted to unzip the cover which was on it from the factory to put the new protector on it. As soon as I did, fluff started falling out. I unzipped it a little more and realized that there was NO EGGCRATE FOAM IN THE MATTRESS at all- JUST FLUFF AND A FEW THIN PIECES OF WHAT LOOKED LIKE CARPET PADDING. This padding was paper thin when I gently squeezed it between my finger and thumb, providing NO SUPPORT at all. Again, there was no eggcrate or foam at all in the mattress.

I immediately took photos of it and went to the store. Mike was there and I complained to him. I showed him photos and took photos of the mattress (sample) that I sat on/bought etc. He acted surprised. At that point, he checked a similar mattress he had in the back storage room and it was the same way--- all FLUFF and no foam as shown in the sample. I demanded a full refund which he said he could not issue because he was not the manger of the store. He advised me to call customer service and call the manager of the store the next day. I phoned customer service and asked to speak w/ a manager. I was told Melissa was away from her desk but would return in a few moments and would definitely return my call asap. I left a detailed message on her voice mail. 4 hours later and no phone call. I called again, just to be told that she was available. I gave my name and a summary of the story and the previous message I had left for Melissa. After putting me on hold again, the secretary said that MELISSA could not come to the phone and I could leave another message. I chose to hold. I was on hold for 45 minutes and she never returned.

The next day I phoned the customer service number again- same thing- no luck contacting ANYONE at this place. I called the manager of the Shrewsbury store where I bought this fake. I explained the situation to Eli and he contacted his district manager. Of course Mike was supposed to fill him in but didn't. The next day Eli called and said that his district manager said they had gotten a bad batch of mattresses. What a scam. How many other people paid for thick convoluted foam and got fluff? He offered me a free upgrade but I chose to simply get a refund.

I WILL NEVER DEAL WITH THIS COMPANY AGAIN. I HAVE FILED A COMPLAINT WITH THE BETTER BUSINESS BUREAU AND THE ATTORNEY GENERAL'S OFFICE. I have also contacted a local news station since I have great photos of the mattress sample in the store and the one I actually received. I am extremely happy that I rec'd a refund but I am trying to warn other consumers.

My wife and I purchased a Serta pillow top mattress from Mattress Warehouse in Chantilly back on July 4, 2007. The sales person insisted that it had one of the best warranties in the business that included a 10 year protection. 2 years later the mattress has depressions on both sides to depths of more than 1.5 and has an awful hill resulting in the center.

As a result we are both experiencing restless nights of sleep and lingering back pain. We have been thorough about rotating the mattress with no success in revitalizing its shape. We filed a complaint as it says on the website for MW. It details the process by which we could qualify for an inspector to come out and investigate. In the process, it demonstrates how to measure for sagging (which is the complaint) as well as a check list for support requirements. It mentions adequate support would require a minimum of 5 slats underneath the bed - we have 8.

We more than qualified by the statutes provided in our paperwork and read all the vague fine print to feel safe enough that our claim would be fairly resolved. An inspector showed up one morning to do measurements and analysis. He insisted I leave him alone in the room to work - but I refused since I have a lot of valuables in there. I noticed the tool he was using to measure was inaccurate and requested to look at it closer but he refused. Additionally, he provided no copy of his paperwork or proof that his records or employment were legitimate.

I called MW and spoke with John to request copies of the paperwork that the inspector had but John refused. Even after I insisted, he argued and then spoke with his District Manager who refused to help either. A week later we receive a letter in the mail saying our claim was denied due to Insufficient support as well as a small stain that voids any further warranty. The support issue is incorrect according to the terms on my paperwork. My support structure complies and goes beyond said requirements.

As far as the stain, my paperwork says that any unreasonable stain could void the warranty, but fails to define the term reasonable. The stain to which they refer could be covered up by a coin smaller than a dime. How is that unreasonable and how is does that accelerate the issue of sagging? I spent over $2700 in an effort to purchase a top of the line set of mattresses, and was sold on the warranty only to discover that the warranty isn't worth the paper its printed on. This is as absurd as having a transmission warranty problem with a vehicle only to be rejected because of a scratch in the paint on the door. I have no validation that my inspection was handled by an independent party. As far as I'm concerned, MW is in violation of a breach of contract for failing to comply by the terms established in their paperwork. What recourse do I have?

On 3/2/07 we purchased a Stearns & Foster King mattress set for $2600 from Mattress Warehouse with a 10 year warranty. After a few months, we noticed it was sagging on both sides where my husband and I sleep. I contacted Mattress Warehouse, who told me to go to sleephappens.com and file a complaint. After an "independent" inspection by a rep of Mattress Marshals, who acknowledged the mattresses had no signs of damage or soil and the frame was appropriate for the bed, I then received a letter from Mattress Warehouse stating that "no warrantable defects were found in your mattress or box spring." I have pictures that show the indentions in both sides the bed.

We purchased a king-sized mattress from Todd, who told us that we could make a comfort exchange if we didn't like it. The bed delivered was MUCH harder than the bed in the store. We went back to make sure, and we told him we wanted to exchange it. He told us we had to wait at least 30 days to give it time to soften up. At exactly 30 days we called to tell him it was still hard as a rock, and he said we had to write a letter. We did, and he faxed it to his boss.

From that point no one at mattress warehouse would return our calls. We went back to the store and Todd said they didn't make exchanges but we could try a warranty claim. They refused the claim. The Better Business Bureau got involved, but Mattress Warehouse would not respond to them at all.

We lost over $2,000 and suffered a lot of shoulder and hip pain and numbness from the extreme pressure on our bodies. We also spent hundreds of dollars on various pads that either didn't help or caused asthma attacks. We finally had to buy a new mattress from another store.

I purchased a mattress from this store in December, soon after I [did] my husband passed away. I was assured by the salesman that the delivery people would move my existing mattress to another room and set up the new one. The delivery arrived on schedule. However, one of the persons delivering refused to move the old bed nor would he even assist the other person with the original delivery. I told him I was assured they would do that for me. He refused again and became verbally abusive, using obscene language.

The other person took care of moving the old bed and I compensated him, as I told them I would do. I reported this abuse to the store and tried to contact the District Manager, K. Keller, but have never heard from anyone to this moment. I then sent an email to their corporate headquarters, but still have not had any reply or apology. Also, I was never offered a free bed frame, free delivery or money back guarantee as advertised. There is no way I would ever purchase anything from this company ever again nor would I recommend anyone else to them either.

There was no physical damage nor any economic impact. I want an apology for the suffering and emotional distress caused by this non-person, Jason somebody.

On 8/18/2007, I placed a queen sized mattress, boxspring and frame on layaway at Laurel, MD store. After trying to get back on my feet, studying for the bar and moving into my own apartment, I hoped to purchase my first queen sized bed. Though the price was a bit high, I thought I could handle it. I made several payments and received a call in February '08 from a new manager (can't recall his name) stating that I needed to make a payment by the 18th of February. I came into the store to make the payment and a salesperson named Albert informed me that the bed I originally placed on layaway was no longer in stock. I asked if there were any other beds at the same or lesser price.

After showing me a bed that he claimed was very similar to my original order, I paid another $50.00, BELIEVING IT WAS SIMILAR. Later that late spring/early winter, my mother became very ill and I had to continuously leave the DC metro area. This caused severe financial problems and I called Mattress Warehouse about canceling my order. I was told I'd received a call back and that no one had ever done that before. I didn't believe that because most furniture, mattress stores have refund policies. One may not get the entire amount back but will receive some kind of refund. They do want customers to come back and give other potential buyers recommendations. But, my mother was ill and I had other worries.

I then made a payment for $20.00 on 8/18 after finding a receipt from MW. I then inquired about cheaper mattress sets. After receiving no help, I purchased a mattress set. One that I could afford. I contacted the current manager, Nick and asked for a refund. He stated he'd cancel my order and send it to the main office for a refund on 1/12/2009. He later called me on 1/14/2009 stating that I could not receive a refund and either had to lose $190, continue with the layaway INDEFINITELY (I only have a 1 bed apt and no family in the area) or give the $190 to someone (in effect, lose $190).

Now, my problem is, a multimillion dollar company, how can you treat consumers like this? You gain money from the little people but the little people lose. Who has money to throw away? I certainly do not. You have my money and I am supposed to just walk away? Not issuing some type of refund is unconscionable, ESPECIALLY WHEN THEY DON'T HAVE THE MATTRESS SET YOU ORIGINALLY WANTED. Also, the District Manager (for the Laurel Store) whom I finally spoke with, wasn't very pleasant.

In this difficult economic time, I am out $190 and they have gained $190.

My wife and I purchased a brand new king size Simmons Beautyrest mattress from Mattress Warehouse on December 31st. The distict manager was at the store and was like a snake oil salesman, using every trick up his sleave to get us to buy a mattress we weren't sure about. He finally lowered the price enough and so we decided to purchase the mattress.

When we slept on it a few days later for the first time it was extremely uncomfortable. We called the store and they told us they'd try to work something out with us, but we never got a call back. I called the district manager directly several times and filed a complaint on their website, begging them to call me back and help, and still haven't heard a word. At best I was hoping to get a refund or exchange the mattress (even if we paid a fee), at worst I would have been willing to pay for a new mattress at cost. We paid over $1600 for this mattress and now we're sleeping in our guest bedroom on an older bed. The customer service at Mattress Warehouse was appalling. I highly discourage anyone from shopping at their store.

We're out over $1600!

I purchase 2 mattresse set from the Mattress Warehouse 4-25-07. With in a year the mattress stated to get sink in the center of the mattress so I rotate to the other end of the bed and that didn't help any, the sink just worse so I contact the mattress warehouse on 3-18-08 and told them the problem I was having with the mattress, because of the sink my back hurt so bad that I can hardly sleep in the bed. I paid $1870.44 for these mattress and they are suppose to have a 10 year warranty not to sink in less then a year.

The mattress warehouse sent someone to check out the mattress and the man that came would not let me stay in the room he said that it would take to long so I left the room. Well in the end I get a letter from Mattress Warehouse tell me that they could not do anything becasue the man found a stain on the mattress the size of a dime and that voided out the warranty. I don't think that is fair when I have a 10 year warranty on the mattress for support and this is a firm mattress. The saleman Steve told that it has a 10 years warranty so why is it that they will not replace my mattress.

My daughter has the same problem with her mattress but because she did get a small stain on her mattress she just said to forget it because of the hard time they gave me. I know what they are doing isn't right but what can I do but file a compliant with you. Hope that I can get some help. $1870.44 is a lot of money to pay for a mattress that doesn't last or live up to the warranty.

I can hardly get up in the morning because my back is alway sore and in pain from this bad mattress. i'm sleeping on the corner of the bed because the middle is so back even when you make the bed you can see the sink in middle of the bed.

Purchased expensive new mattress set. When delivered found defective issues - stain, stitching coming out, etc. Contacted Garner, NC location warranty claims using there email process. What a nightmare! After 2 months of haggling over whether we had a legitimate claim, we were granted a replacement mattress set. Oh, but wait, it's not over yet. After we were told that a new replacement set would be provided, upon setting the schedule for delivery, we were informed of delivery fees. After complaining that we should not have to pay of delivery for replacement defective product, we were told take it or leave it. So, with no choice we accepted the fee and scheduled delivery of the new set.

It was at this time that we were told that the factory was shutdown for the holidays and that no deliveries could occur before Jan. 10, '09. Nice. So, again, left with minimal choice, scheduled delivery for 1st thing Jan, 10, '09. Receive a call during week of Jan. 10, '09 informing me that the factory had shipped the wrong mattress set and that they could not get the correct set delivered to the store by Jan. 10, '09. Of course! So, when I inquired as to the following Saturday (Jan. 17, '09) 1st stop for the day, I was told Why, yes sir, that will not be a problem.

Well, guess what, I get a call late Saturday night before (Jan. 16, '09) requesting a 4pm to 7pm delivery time! Did I not (twice) express a 1st delivery each time the subject was discussed? I'm fed up. I will never buy another product from this company. I will never refer this company to anyone inquiring as to where they might purchase sleep products, and I will make sure I tell anyone who will listen my experience with this company.

We are out $65 dollar delivery fee. We have an expensive mattress set that has stains from the factory and poor (or failing) stitching.

This company has the worse customer service I have ever experienced. My husband and I pruchased a full size bed witht he understanding that it would be delivered on the upcoming Saturday. The delivery people brought a twin bed with no headboard and we refused the delivery. Carl, the salesmane promised to make the correct delivery on the following saturday. On the following saturday they brought a full bed with no headboard. Needing the entire set for the guest room immediately, and frustrated with such poor service, we refused the delivery and rquested a refund. The sales person promised to call the business office and get our refund.

My husband and I shared the payment when we made the purchase, he with a debit card, I paid with a check. They stated that it would take two weeks for my check refund. My husband received his debit credit after about 10 days.I have not received my refund of $292 YET! The purchase was Novemeber 11. Calling the customer service department is a joke. First they said they never recieved the refund request from the store. When contacting the store, they blamed it on customer service! Calling customer service again, I left messages with no return call.

I made another call and I waited om hold on the phone for a customer service human being to pick up for 30 minutes (3-10 minute increments). When someone finally picked up they blamed it on the saleperson again! This was January 16th, two months later ! The salesman probably gets half for commisssion and did not report it so that it would stay in his pocket longer. These folks are shadey.

lost time on two Saturdays. No bed; my visitors ended up on a blow-up mattress. I just want this posted so that no one else falls victim to these people. I reported it to our local BBB also.

We purchased a mattress and boxspring for our daughter who was coming to spend Christmas with us. We were supposed to receive a bed frame, but it was never on the order, so we picked one up a few days later. When we put the bed on the frame we noticed that the mattress was bent. The wood inside the boxspring was broken as well.

We went back to the store and the manager, Eli, said he would be out 12/24/08 to look at it after work since the store is only one mile from our house. He called and cancelled, saying he would be out Fri. 12/26/08. He never showed up. We went to the store and Eli stated that he would bring replacements to our house later that week. He never called to set up an appointment. We went back to the store and were given a delivery date of 011309 between ten am and noon. My wife took off the morning from her job, and of course no one showed up. I would like this resolved.

total aggravation!

We had a Sealy Posturpedic Crown Jewell Pillowtop which, after ten years, finally wore out. Had to go shopping for another bed. So, my comment is actually a compliment and not a complaint. We bought a cheaper bed from Mattress Warehouse, (than what we paid for our original Crown Jewel) took it home, slept on it for several nights (with the plastic on so as not to void the warranty) and I hated it. Felt like I made the wrong choice.

Went back to the store, and worked with James, who was VERY HELPFUL, who gave us as much as a price break as he could, essentially giving us an upgrade in bed for the cost of a redelivery fee. Also, the delivery guys who delivered the first bed were on-time, careful and didn't damage anything (walls or carpet) in getting the bed upstairs. So, I hope I like this new bed better, but I have to say, that my experience with this one particular store and salesperson was very positive.

When looking at matresses, I asked the salesman if the matresses had any chemical odors because I am very sensitive to chemicals. He assured me there would be no chemcial smell from the mattress, and he would take any corrective means necessary if there was. We bought a Simmons Worldclass Beautrest, and it reeked when we got it. I called him and told him he lied to me, and I want my money back. He hasn't called back.

Mattress is unfit to sleep on. We had this happen about five years ago and it made me and my husband very sick so there is no way I will put my son on it. We purchased a Sealy last year for my daughter that has not had any problems. I am currently out $2200 with no bed for my son.

We purchased our king size bed in 2004. Within a year we noticed sagging on both sides of the bed. Eventually in 2008 we couldn't even sleep in the bed. Both my partner & I had restless nights from lower back pain. I forgot that our bed was under warranty so I went window shopping to price a replacement mattress. Thankfully the salesperson told me that our current mattress should be under warranty. I checked- we had a ten yr warranty.

I called Serta (who where very helpful). They told me to go back to the store where purchased and file a warranty claim thru' them. Up until this point it was a pleasant experience. The independent Mattress Marshall who Mattress Warehouse contract to inspect beds is not an impartial third party. My experience is that they are not completely honest. The measurements done on my bed entitled me to a replacement bed set.

However when I eventually got a copy of the report the documented measurement were not the same as those I observed. (Serta were kind enough to mail me a copy after M W ignored my several requests for it.) It turns out that the box spring was not up to manufacturers standards and they would replace that. Now that info is proof that our complete set should be replaced. The box spring M W gave us compromised the quality of our mattress. After reading the many complaints this seems to be common practice for M W.

This is the customer service inquiry I submitted. I recently bought a futon from the Mattress Warehouse on Lincoln Highway in Lancaster, PA. It was promised that the futon would arrive Dec. 16th, however, today Dec. 20th, I still have yet to receive it. I have been trying to contact the manager, Richard, all week and he keeps pushing the delivery date back. Instead of calling me to let me know that the futon would not arrive as he said on Friday Dec. 19th, he left for the day, with no one in the store able to help me.

Today, I visited the store to check on the futon, and was treated with the utmost disrespect by the salesman. He couldn't find the corresponding receipt for my order, so he told me that he was going to have to help the other customers in the store. The total dismissal of my request was enough to make me return the futon and never come into another Mattress Warehouse again. I called back to express my discontent over the way I was treated in the store. The salesman said I'm sorry you feel that way. Thank you. And he hung up the phone. I am not one to complain, but I am so utterly disappointed with this transaction. I would have loved to give business to this store, considering all the great products you have to offer, but the way I've been treated is completely unprofessional and offensive. I would like someone to contact me to discuss a full refund.

I received a refund.

Had I resubmitted my information I would have been charged twice for the bed. I have called 6 times so far in three days, and on 2 occassions I got an operator who transferred me to someone's voice mail. The other 4 times I've selected everything from online orders department to district manager. I have left messages every time and no one has ever called me back. I need the bed in 5 days now, and this has been a nightmare! I will contest the charge so they hopefully will not be paid.

At the moment I am out over $500, and have no wedding gift for which others have chipped in.

The company responds:

The customer's card was declined. We do not hold any charges when a card is declined. The customer should try contacting her actual credit card company to find out how long a PENDING charge will be held if the card was declined.

Melissa Jones

Customer Service Manager

Oh what a mistake we made ever going to Mattress Warehouse in Chantilly, VA. We found a higher end mattress we thought we liked and my husband was eager to buy. I wanted to check out a competitor first but the manager gave such a hard sell, we bought it but first asked for a 30 day return, if bed was not to our liking. The manager made a big deal of it, calling in for permission of his district manager and then offered a 30 day return deal.

When I returned to the store a couple weeks later saying I was not happy, the manager said I would lose money if I traded down, ie. if I preferred a less expensive bed. He also made it clear, for the first time, that we could not get a full refund. I could not find another bed at the store that was comfortable and especially did not want to deal with this deceptive sales manager. Now we are stuck with a bed I don't want and a bad taste in the mouth from this experience. They are sleazy operators and I should have known better.

Loss of money from spending money on a bed I don't like. My husband will not go through the agonizing hassle of fighting this retailer so we are stuck. Hopefully we can prevent others from making the same mistake from our message.

We just stopped into the store today to check on the status of the claim and they told us that the claim was denied, due to a juice stain on the matress the size of a quarter. We spent over 3000.00 for this matress and we were told that they could give us a great deal on a new one. I compare this to buying a brand new home because I am a builder, if I bought a new house and I had a plumbing leak and someone came out and said sorry its out of warranty because there is a stain on the carpet that would be unheard of. Am I right or have I just lost my mind.

Months of sleepless nights

We purchased the top end Sealy Posturepedic Signature mattress at Mattress Warehouse at the end of September 2008. My wife complained that one side was hard, leaning a flat, but it wasn't for a few weeks that I decided to check out her side. It was indeed deformed, leaning, and much harder than the other side. We went back to the store and spoke with Tuesday about this and she helped us file a warranty claim and also try to help us get the correct box spring (they brought the wrong one out 2 times already).

Although Tuesday was very nice and friendly, their mattress inspector didn't come out for a whole month, and then turned in a report stating there was nothing wrong with the mattress! He didn't even lay on the mattress or sit on it! He just a had a little tupperware box of plastic tools to do some basic measurements. Was contacted today and told they weren't going to do anything because their high school educated mattress inspector reported the mattress as within specifications. Called the store back, then called my credit union to chalenge the $1,400.00 transaction. After a five level fusion and severe neck pain, I wasted all this money on a defective and probably used mattress from these hucksters. Recommendation - stay far away from Mattress Warehouse.

Mattress is defective and unusable, and is now sitting in storage because Mattress Warehouse refuses to replace it. The only way to deal with this type of business is to dispute the charge or take them to small claims court.

This week will be 4 weeks since we filed our original request to have this mattress replaced. The mattress continues to deteriorate and the depressions are growing deeper when you lay on the bed. This was sold to us as a very firm mattress. Currently the only support left on the mattress is along the edges. We have a king size bed and my wife and I are forced to sleep on opposite sides of the bed along the edges because that is the only place that remains firm. When we sleep on the mattress like a normal person would sleep the mattress bows into the center and we roll into each other.

There is a visible dip in the mattress when viewed with the eye. When a person lays on the mattress there is a great indentation that surrounds the body. We went to the store and check the mattress they had on display and it did not exhibit any of the defects that our mattress exhibits.

Sleeping on this mattress is harming our health by not giving us the support we need. We wake up every morning with back and neck pains

They sent someong to our house to examine the mattress on November 6 and on Noveber 10 after I inquired to the status they replied I am waiting on the technician to turn over your report so I can find out the results. Once I find out I will let you know. I have not heard from them since. This is an incredible about of time to have a brand new defective product address or replaced. We feel when a new product show defects it should be replaced or the money refunded. At this time we are only asking for a replacement.

On 9/21/2008 I went in to the store and purchased hook post for my bed. I have the receipt. The manager in the store said it would 7 to 20 business days before they came in. To date it has been 41 days. On this morning when I called the store again to inquire the gentleman (chrsitrian) said deliveries were slow. I have called their corporate offices and left two messages for (Winston) the District Manager. To date no one has called me back. I feel I should get a refund at least if they can't deliver the merchandise.

Overall the stress of having to call everyday for the last 2 1/2 weeks with not response and a casual, I can't find your order from corporate has been very stressfull. I feel they should give them to me at this point.

We found a bed frame that we wanted back in February, made payments on it and paid if off end of august. They said they would have it delivered to Gettysburg store a week later. Right before we were going to pick it up, the manager Patty called from Gettysburg to let us know that it was backordered. Supposedly they don't know this until the truck comes with out it. Also they cannot see if something is in stock until the customer pays for it and they have an invoice number.

I have been in contact with the district manager Bill Fisher, the customer service manager Melissa Jones, (almost every day I have called) and have also left 2 messages for the vice president Dave aidan. I have not heard anything back from him. Its the end of october and we have heard that its there but it wasn't, (every other size but the king size have made it, the king is stuck in NC or somewhere), there is a new date everytime, there is NO date somedays its just any day now.

they have no idea where its at or why its not here. It was stuck in customs. Its the poorest customer service ever. We are out of a bed and at this point 400.00. They said it would take 5-6 weeks for a refund. We want to know what the problem is and where the bed is. It seems no one there has any clue about anything.

it has a broken spring.

The company responds:

The customer recently filed a warranty claim on her mattress because of a broken coil. We are simply going to exchange the mattress to take care of the customer.

Melissa Jones, Mattress Warehouse

We bought a Simmons NXG mattress on 7/20/08. Our salesman, Jason, said we could have 5 years financing w/0% interest. We went a few days later to buy it, and Nick was there for Jason. Nick said they had 3 years 0% interest, but called Jason to confirm they would honor this. Jason said yes. Nick called several people to get the code for this financing, and then submitted it. For some reason I don't have any documents reflecting financing...only my purchase invoice.

We are professional people w/business and accounting backgrounds so we are not stupid, and we bought an expensive bed. Normal sales price is about $3,000 and we got it for $2,700. Any way, when the bill came from Wells Fargo there was a finance charge of 4.92%. I called Wells Fargo and was told by Megan that this happens occasionally. We simply have Mattress Warehouse send them a letter stating the correction and it will be adjusted to reflect that change.

I then called Mattress Warehouse and spoke to Eli at the York store because Jason went to the Shrewsbury location. Ely tried, over 2 days, but couldn't get the agreed upon 0% for 5 years...only 2 yrs. Not happy! Then I called Jason and his new location. He remembered me and right away said you were the one with the 0% for 5 years! Jason tried to take care of this for me, but got nowhere. Janet at Corporate only offered me 0% for 2 years. It is not like us to have no documentation on this financing. It isn't like we purchased a cheap bed either. With college and todays economy, it is just easier to have the opportunity, if we need it, to pay over 5 years as agreed upon. Can you help with this issue?

Economic hardship! To pay over 2 years when you were told 5 years with 0% interest causes financial hardship.

Purchased mattress on 8/22/08 at Mattress Warehouse for 559.00 plus tax. It was not in stock at time of purchased. It was shipped an arrived at their store on 8/25/08 and it was picked up at this time. The mattress was opened on 8/26/08 and placed on the box springs. At this point I was pressing on the mattress and on one side there was a crunching noise like paper or a plastic. I immediately called the store and spoke with the manager and told him about the problem. He told me not to return the mattress and also that I could not get a refund. He said it would be reported to has management.

A person came to my home on 9/12/08 and was measuring and taking photos of a new mattress. He said it may be another 2-3 weeks before I would hear anything. At time of purchase the sales people did not explain or address any policies of the store. With the elaborate issues involved to get a wrong corrected I say it is dishonest and ethical for a business to be treat customers in this manner.

Undue stress and pressure on a elderly couple not able to cope with the unorthadox way of their doing business. I think bussiness like this should be forced to deal fairly or run out of the community

I purchased a $1012 Serta Mattress in March 2008. Since I was purchasing two other mattresses as well at the time, the salesman gave me a 'deal' - and gave me the mattress for $800 They delivered the mattress 03-29-08. Within 2 weeks of sleeping on the mattress it developed a 6 inch deep by 3 foot wide by 4 foot long depression. I have been complaining ever since. They refuse to replace or refund me for the defective mattress.

I am 84 years old. I have a lot of physical issues. I cannot sleep on a defective mattress. It affects my ability to function.

I paid for a new mattress and box spring at the California, MD Mattress Warehouse on August 11, 2008 using my credit card. Delivery was scheduled for Saturday, August 16th and documented as the Actual Delivery Date on the invoice. The salesman (David)could not guarantee a time, so I chose August 16th and adjusted my schedule accordingly. David also advised me that the delivery staff would contact me on the morning of August 16th to give me an estimated time of delivery, and to call him if I had not heard from them by 10:30 that morning.

When August 16th arrive, I did not hear from them by 10:30 so I called and spoke to David, who advised me that he had not received the delivery schedule for that day and would call me back. He called back a few minutes later and told me that their fax machine malfunctioned during the week and the warehouse did not receive my order. He further advised that they would deliver my merchandise on Tuesday, August 19th, as they do not deliver on Sundays and Mondays. I advised him that this is unacceptable and I needed this merchandise today as promised.

He apologized and advised that he can offer a discount on the merchandise but can not arrange delivery today. I advised that I would call him back. I called back soon afterwards and asked to speak to his manager. He advised that he was the store manager, I asked to speak to his supervisor. His response was that he would attempt to contact his supervisor, the district manager and would get back to me. I told him that I wanted to speak to his supervisor and to please have him call me. I also checked their website, called their toll-free number to find that their customer service department is not open on Saturdays. I also called their Waldorf store and spoke with the manager there, explained my situation and he promised to look into this matter.

After not hearing back from David, I called him back to find that he left a voicemail with the District Manager but had not heard back from him. I asked for and received his phone number, which I called and left a voicemail for Kevin to call me back. I also received a call back from the manager of the Waldorf store, who advised me that all of the trucks are out of the warehouse and that delivery can not happen today. I asked him who I can speak to in regards to customer service, he advised that customer service is closed. I asked if he could have a manager call me and he advised he would check.

I finally received a call back from David, who advised that he spoke with the district manager, who offered a 10% discount on the merchandise but could not schedule delivery for today. I advised him that this is unacceptable and I want the district manager to call me directly.

After approximately another hour, I received a call from Ryan, a manager from another area. I explained my situation to Ryan and advised that I need my mattress and box spring today as scheduled and that if necessary, they should pay staff overtime and get it done. As a manager myself, you need to make good on mistakes and make the customer happy. He advised that he would check the status of this.

An hour later Ryan calls back to advise that he checked with the warehouse manager and delivery department and there is no way that delivery can happen today. I again advised him that this is unacceptable and that I wanted a refund via a credit back to my charge card. I lost contact with Ryan, unsure if it was cell signal or he hung up on me. I immediately called David at the California store and advised him that I wanted a refund via a credit on my charge card and I would be there soon to pick up a receipt indicating the refund.

David called back soon afterwards and advised that he could not perform the refund today as he did not have an authorization code to do so. He further advised that his manager will arrange for delivery the next day (Sunday). I then demanded that I either receive my merchandise today as promised or a credit to my charge card today. He advised that he could not do either today. I again asked him to have the district manager call me. I have yet to hear from him. I called my charge card customer service and placed a dispute on the charge.

Just wasting my time for almost an entire day

We purchased a mattress from the store on Mar 31, 2008 after we were told that the company would refund $423.98, the difference in the price of the same mattress by their competitor Lancaster Mattress. We were told that we had to wait for the refund check because we paid by check and had to wait for it to clear.

Well, the check cleared 4 months ago. We received a written promissory note stating ck to be mailed from corporate office within two weeks, with the amount due, ticket # and the specifics of the competition, all signed by the store mgr and dated 4/16/08. My wife had to go get the competitor's offer after we were given the assurance and the mattress was delivered. We have contacted the store and the corporate office numerous times and are getting the run around with the same rehearsed line that the original paperwork was not available.

That line worked once but my wife went back to the store with the original paperwork two separate times to have them photocopy and forward the information to corporate. They actually wanted to keep our copy to send to their hq (imagine that). I was on the phone for more than 30 minutes today (8/8/08), more than 4 months after our purchase, and was only able to speak to the operator 4 times before I finally was connected to a voice mail of Melissa who promised to call me back. Big joke, she promised to call me back two days ago and Victor promised to call me back 2 weeks ago.

Both Melissa and Victor are in customer(NO)service and both were apprised of the situation and neither have done anything but avoid. I was asked by Victor on 7/24/08 to fax the information because they do not have any documents about this claim. I faxed them within minutes and have not so much as received a courtesy call. My next step is to report my dissatisfaction to the BBB and Attorneys General Office of both PA and MD.

The economic fallout is that I have been medically disabled since Mar 30, 2007 and need every penny we can save as I have no unemployment or assistance from local, state, federal or family.

Two years ago we bought a real nice bed set ($2,000) at this same location and the way we were treated then compared to this last visit was all about what they got out of it. We will not return to this sotre again and we want others to know how they operate.

We bought a mattress and box springs from Mattress Warehouse on 5/24/08 and paid $742 with a check. The set didn't arrive at the store, where we were going to pick it up as promised. Since we had out of town company and needed this set, we contacted Mattress Warehouse several times inquiring when we will get our set. They said they called us to tell us it would be late, but we told them that we received no messages and caller id on all phones showed they never contacted us. We needed our set for our guests asap.

Mattress Warehouse offered to give us a 'loaner' box springs until ours came in, but this was not acceptable to us, since they had lied to us and it would disturb our guests. We went to the store the next day wanting our refund. We were told that we couldn't get a refund even after the store manager called the district manager. We explained that this was not a sale where we took merchandise from the store and then returned it. This is really a cancellation of a sale, without receiving merchandise.

After I left the store, the store manager called me back and said that he would write up an invoice to give us a refund. I have the invoice that states that we should receive our refund in 3 to 4 weeks. This is now nearly 8 weeks, and the store keeps putting us off. We are out $742 for a mattress and box springs that we cancelled BEFORE it arrived. We never received our refund.

I purchased a queen size mattress set that was on sale. They delivered a twin. I went back to the store and because of the mistake they offered me another mattress set on the floor in queen. I purchased it for close to $500.

When they delivered the new mattress set in the correct size they took the twin set. They said that they would put the money back into my account. The date was 5/17/06, amount was $351.19. I did not get my money back. Mark continued to tell me that the PO or whatever the letters attached to the person in the main office had not looked into it yet and that it would take a month to get my money back.

I called weekly and today. Today since it is a holiday he asked me to call back on Monday and he will see. I don't want him to see, I want my money back. He has given me terrible customer service along with not passing it on the the appropriate persons or even getting back to me with information.

I have contacted my Lawyer but will not take action until I receive a response from this e-mail. I am an average citizen and I have a budget. The monies not return is needed desperately. I will not use the company again and I have warned friends, church members and sorority members about the company. Please respond to me and remedy this situation. In one of our conversations Mark said that the refund would take 1 month. It is beyond 1 month.

no damage, just need my money returned. This is very inconvenient and extrememly stressful. The damage is to me physically, psychologically, and economically.

On March 24, 2008 I purchased a queen size futon mattress. It was delivered on Mar. 28, 2008 in a dirty condition. I returned it, waited 2 weeks for a replacement mattress, the delivery arrived, however, due to a leak in the truck, the mattress was soaking wet and could not be taken our of the truck.

I then waited another two weeks and no delivery, I called and was told another mattress came from the factory dirty. After another period of time taking this to the end of April, a mattress was delivered, however this mattress is too small for the futon, it measures 56 X 76 rather than the 60 X 80 queen size. I report this to the company, they still did not come for the mattress and I have no correspondence from them since that time.

It is approx. 11 weeks since the original purchase and still have no acceptable mattress. I spoke with the District Mananger on the 3rd occasion and he laughed and said there was absolutely no way they would refund my money. Take my advice do not do business with the Mattress Warehouse, customer satisfaction is not their #1 priority. I have a dispute in with my credit card company, as well as a complaint filed with the Attorney General's office. I have never experienced such inefficiency and such a poor quality mattress. I am awaiting the results of my complaints but so far the company has not been in contact with me.

There is no result and the District Manager was rude and hostile toward me the one and only time I spoke with him. It appeared he did not care about this situation in the least.

I received a letter from Mattress Warehouse on May 28, 2008 indicating that my bedding had a stain on it and that "thereby voided its warranty", they were so gracious to include a highlighted copy of that warranty as well. However, I have an issue with paying for a $2,600 mattress and box spring set for a mattress that sinks and causes me further back pain. The Sales Manager guaranteed this mattress was the top of the line and it would not sink, if it did, it would be replaced.

I'm not satisfied with the product and now I'm pursuing this issue directly with the manufacturer Simmons Mattress Co. to receive a replacement or refund for the defective mattress. I also intend to file a complaint with the Better Business Bureau. I have daily lower back pain from the mattress sinking. I'm also pursing the limited warranty issue to see if it applies to MD consumers. I feel like taking the bed back to the store. I financied the bed set through Wells Fargo and only owe $218 left, I've contacted them and have filed a billing dispute for the money that I've paid for the set and I'm not paying the balance until this is resolved, either a replacement or refund!

We visited the Harrisonburg,VA store to buy our 2nd mattress from them on February 12, 2008. We purchased a mattress and box spring. My wife saw the models of wood bed frames they had and talked me into buying one. We were told by the manager Brian - I wouldn't order that particular bed, since it would take 2 weeks to get it in. But, if you buy this bed, we can have it by Tuesday. WORD OF CAUTION: DO NOT PAY Mattress Warehouse in CASH OR A CHECK!!!!!!!!

So, Tuesday came around, no bed. Same story as everyone else. No sir. It's not in. We'll call you when it comes in. They told me, some container from China was lost with the load of beds.

After 2 months of NO BED, I finally was fed up and asked for my money back. Well sir, the check has to come from our Corporate office. Should be to you in a week or so. Here we are a month later, NO CHECK... Called the manager - who said call my district manager -chew him out, not me....

So, we called Sean. Sean says, no problem sir. I'll take care of this right away. He calls back the next day and says, I have approved your check and they are mailing it today. Approved my check???Now two weeks later...NO CHECK...Called the store AGAIN....Brian the manager says, I don't know what to tell you sir.

I purchased a twin mattress / box spring combination from Matress Warehouse, Fredericksburg, VA. After only 9 months of limited use in a guest room, the pillowtop separated from the mattress base and the foam bulged up making it uncomfortable. I contacted the store and was directed to contact Serta by e-mail. I did so and received no reply. I re-contacted the store and was given a phone number to call. I called the number and left a message on the customer service recording several times. I received no response. I again contacted the Fredericksburg store and spoke with a manager. He said he would personally contact someone at headquarters and asked me to come to the store so he could fax a copy of the invoice, as well as pictures of the mattress which I supplied, directly to the proper person.

Eleven months after my original complaint, a representative from the company came to my home and examined the mattress. He took pictures of the mattress and also of the box spring although we had no complaint with the box spring. I subsequently received a letter stating the company was willing to replace the box spring (if I paid delivery and transportation charges) but they were unwilling to take any action with regard to the mattress itself. This response did not address my original complaint and offered no solution to my problem. The company's actions in this matter displayed an unwillingness to address my legitimate problems with its products and a total disregard for its customers. I will not do business with Mattress Warehouse again nor will I buy a Serta mattress.

I have an unuseable mattress which neither the manufacturer or the retailer will make right.

On March 21, 2008 I placed an order for two (2) Serta South Haven twin mattress and foundation sets, which we on sale for two for one, and two metal bed frames. On April 4, 2008 I placed an additional order for two (2) more Serta twin mattress and foundation sets, two (2) daybeds, two (2) trundles and four memory foam mattresses to be deliver on April 11.

On April 11 the daybeds frames were delivered without the mattress frames, so could not be assembles. Two low-profile foundations, which were not ordered, were substituted for two regular foundations. One mattress was back ordered. Delivery of the missing mattress and daybed frames along with swapping out the low-profile foundations was scheduled for Saturday, April 19.

That day the salesman called to say the order would not be made since the missing mattress still was not available. Delivery was rescheduled for Saturday, April 19. Again no delivery; excuse, the order was a will call order. Delivery rescheduled for Saturday, April 26; again no delivery; recheduled for May 3, again no delivery. Salesman always apologitic -- still without satisfaction.

Caveat Emptor, two words I wish that I had remembered from my High School Latin class! In December I purchased bedding from Mattress Warehouse on Towne Square Blvd. With limited opportunity to test the bedding in the store we were very concerned that it would be satisfactory. I discussed my concerns with the salesperson who assured me that we would find the bedding to be satisfactory. When I noticed that the receipt was clearly stamped no refunds, no exchanges the salesperson told me not to worry about it that Mattress Warehouse always stands behind their products. Caveat Emptor.

The very first night we tried the bedding we noticed that it was in fact satisfactory, for about 30 minutes! After that time the mattress began to sink and it felt like we were sleeping in a hole. I called the store the next morning and was directed to file with the Mattress Marshals (MM) (the warranty division). We did not use the mattress, slept in the guest room, filled a claim with the MM (twice) and we waited. And we waited. As we waited, we continued to be in contact with the store weekly and with the District Manager. Nine weeks later we still hadn't heard from the MM! Finally losing patience I called the store and told them I was bringing the bedding back. A new salesperson (the old one was gone) told me to bring it in the back door. I brought in the box springs and I tried to move in the mattress. I was met by a very angry Manager (he is also no longer with the store) who pushed me in the chest and told me that he was not letting me in the store. He threatened to call the police and told me that I could not bring the mattress in.

Why he wouldn't let me in I had no idea and even less of an idea why he felt it was ok to push me? But, in any case, I followed his directions. I stayed out of the store and left the mattress outside by the back door. Later I called the Manager trying to see if he had calmed down and to determine what the next course of action was. He was still mad, told me that he didn't give a damn what I said, didn't work for me and was doing what his District Manager told him to do. I asked him about the disposition of the bedding and whether the MM had finally been able to see it. He told me that he had removed it from store and it had been stolen. I did pursue this issue by filling a complaint with the Better Business Bureau. This complaint is still unresolved and will probably remain so.

Mattress Warehouse's solution was to admit the box springs had been removed from the store, offer no compensation, refund, or exchange and to suggest that since this item had been stolen I should file a complaint with Roanoke City Police! These items are on my credit card and I do not have the merchandise. Unfortunately, due to the time delay, there is no remedy through the credit card. I can't help but wonder if this delay for the MM was part of Mattress Warehouse's overall strategy? As a small business owner in the Valley I cannot believe this attitude. There appears to be no thought of customer satisfaction or of reoccurring sales. I personally find this attitude both short sighted and offensive. Caveat Emptor (buyer beware) at least when dealing with Mattress Warehouse.

We purchased a Serta mattress eight months ago. It developed 3 indentations each morning which caused back pains for my wife. We called Serta and they sent a representative to measure the indentations. She came late afternoon and said the indentations were only 1 and did not qualify for replacement since the indentations in the morning did not qualify if they were not there later in the day. She suggested I check to see if there was a one year comfort warranty on the mattress.

I called Serta and said I thought our warranty for satisfaction was one year, their rep. said it would only apply in the first 30-60 days. I checked at the store and the manager said they did not give comfort warranties on their mattresses. I should add that the representative who came to our home advised us not to buy pillow top mattresses as she has heard a number of complaints about them

We paid over $1000.00 for the mattress and foundation and are stuck with a mattress I wouldn't use for guests. I will never buy another Serta mattress from any store and or buy anything from Mattress Warehouse.

We are a young family in a new home with a new baby and purchased what we had hoped would be a quality mattress that would last. Due to my child, I was unable to be present while the representative looked at our defective mattress and have no way of know how or why he reached his conclution.

I ordered a 3/4 mattress in Feb. and was told at the time that it would be in the store in 7 to 10 days. I am now into April and no mattress in sight. To add insult to injury, I get no response from the store or warehouse and if I go to inquire in person, I get attitude laid on me. I am also told that there is no refunds so basically they have me by the short hairs. I will never do business with this company again. Over the last several years I have purchased from them several times and have sent friends and family to them. This time, the treatment I got has turned me totally off of this company. What the heck happened to customer satisfaction?

I ordered a 3/4 mattress in Feb. and was told at the time that it would be in the stiore in 7 to 10 days. I am now into April and no mattress in sight.

To add insult to injury, I get no response from the store or warehouse and if I go to inquire in person, I get attitude laid on me. I am also told that there is no refunds. I will never do buisness with this company again. Over the last several years I have purchased from them several times and have sent friends and family to them. This time, the treatment I got has turned me totaly off of this company. What the heck happened to customer satisfaction???

Mattress Warehouse (www.sleephappens.com). I purchased a 'buy one get one free' mattress from Leesburg, VA store. The last 2 months I've been dealing with either employees at their stores and district manager (Shawn Ahern?). I had not received the second mattress. The first delivery was the incorrect size and three no shows for delivery after that. I had to pay a friend on the last two attempted deliveries to be there, $75 each time. No show, no phone call, no nothing! This is rental property that is a 4 hour (one way) drive each way for me and my friend each time.

DISTRICT MANAGER HAD ALL MY INFO BUT STOPPED RETURNING MY CALLS.. My last conversation with the district manager was to give me free mattress pads and pillows for the inconvenience, which was acceptable to me even though it cost me several hundred dollars at this time and inconvenience. That never happened even after he and the customer service representative (Victor) said that it would be arranged and I could pick the stuff up from my local store. No one returned any phone calls after that and no compensation whatsoever. The quality of the service all around by all employees involved.

These mattresses were to be supplied for a beach rental property, based on how many people the property could accommodate (sleeping arrangement). I lost potential rental income, time it took to get to and from the property just to have 3 no shows on the delivery. Two of those I had to pay a friend $75 each time to stay there for the day to accept delivery (that's cheap considering the 4 hour trip each way and $60 in fuel round trip, $15 toll fees. This equaling $150 each time.

Bought two mattress/box spring sets (buy one get one free). They were defective. Were exchanged once with the same sets after being told that the problems with this particular mattress were resolved and we would receive mattresses from the new production line. The new ones were even worse, breaking down in less than a week. Have been trying to get the issue resolved by phone, by e-mail, by stopping at the store, but I am being ducked all around. Every other time I go into the store the previous people that I dealt with are no longer there and the people that are just keep trying to pass the buck. Their customer service is non existent. How are they in business, and what can we do to put them out of business? I am sleeping on mattresses that are breaking my back. The mattresses that I replaced with these were thirteen years old and much better than these brand new ones. These people should not be allowed to continue in business. I want complete restitution, preferably in the form of cash so that I can buy from a reputable company.

My wife an I are both suffering from loss of sleep and back problems because of the ridiculously poor quality of these mattresses (Serta-Gennesee). They are of such poor quality that we will not even invite overnight guests because we do not want to subject them to sleeping on what we have to deal with.

I purchased a mattress from MATRESS WAREHOUSE in Largo on March 4, 2008. We were contacted by their delivery office that the mattress would be delivered between 1 pm and 4 pm Thursday, March 6, 2008. After taking off from work, the delivery guy never showed up. We contact Craig at Largo to see what was the problem. He said that he is sure that the mattress is on its way because their drivers do not return to the warehouse unless all deliveries are made. It is now 5:45 pm and still no mattress. So Craig gave me the delivery guy's cell number. I called that number, and of course he did not answer it; so I left several messages with the delivery guy--and no response. Approximately 6:01 pm my wife got a call from someone from Mattress Warehouse and informed her that the driver was sick, and we will not get a delivery. (Keep in mind a day at work was lost.)

My wife stated to the guy that this was unacceptable, and the guy said, "Call your store, and rudely hung up the phone. I called Craig back and told him what just happened, and he said he would call the warehouse himself to see what's going on. Meanwhile I asked my wife what was the number on the caller I.D. that the call came from? She gave me the number, and if was the exact number that Craig gave me for the driver. Apparently the driver called and said the driver got sick (which was himself), and no delivery would be made. I called Craig back to tell him that the person who hung up on my wife called from the exact cell number that was given me earlier in order to contact the driver. By this time, Craig was in touch with his Division Manager about the situation. No one was able to get in touch with the driver. It appeared Mattress Warehouse had a driver riding around the street with my martress and could not be contacted by his own company.

Needless to say no mattress was delivered on March 6, 2008. I was then told by Craig he would leave the information with Paris the next day, and that I may get a more definitive time on delivery the next day. Well of course, I did NOT get a definitive time--but another 1 pm to 4 pm time slot--which means more time off from work. Well, the mattress arrived at 3:45 pm, March 7, 2008. We were promised 100 dollars over this mattress for the confusion. Apparently Mattress Warehouse has been incompetent for years and really needs to be investigated for their poor delivery service and poor quality mattresses, and in other cases (Paris and Craig in our case were helpful), poor sales personnel who do NOT return calls of follow up on customer complaints. We as consumers have to stop settling for less when it comes to customer service after a consumer spends anywhere from $900 to $2000 on a product.

We lost time and income from missing work.

I purchased a bed and 2 mattresses from the store. I was given a delivery date, but no one showed. When I contacted the store I was told that the item was back ordered. I called everyday for a week trying to find out when the bed would be delivered. Finally I was given a date, February 8th. The truck showed up with mattresses but no bed. I refused the mattresses and immediately contacted the store. To make a long story short, there was still no date on when the bed would be delivered. I asked for a refund. I was then told it would take 3 weeks to get my money back, even though the check has cleared in January. This Saturday will be 3 weeks. I need to know what can be done to get back my money. I haven't heard anything.

I threw away all of my old furniture, counting on the delivery date I was given. I was not contacted about the back order at all. I've been without bedroom furniture since the 26th of January and can't get my money back to purchase more. This has been a real inconvenience.

I purchased two complete sets of extra long twin mattresses from Mattress Warehouse on Oregon Pike in Lancaster, Pennsylvania on February 7th. I paid cash - in full - at the time of purchase. At that time, the manager told me to choose a Tues, Thurs or Sat delivery day for the next week. I chose Thursday, 2/14, for my delivery. (It may not be relevant but worth noting that the sales associate was so sound asleep at her desk when I arrived that she had a red imprint on her cheek from her hand.) A week later on 2/13, I received a call from the manager indicating that the mattresses I purchased were special order, and they would take at least 10 days to get in. The ten days was from the 13th--NOT from the day I purchased the mattresses. (Why did it take a week for them to figure this out?) After much discussion, the manager indicated that I could stop by any time for a refund of my delivery fee; this is what they were doing to make it right. Yesterday, I contacted the store as it had been 10 days since this phone call, only to be put on hold for several minutes; and then the sales girl told me that the person at the warehouse who could tell her if my mattresses were in had left for the day. (It is interesting to find a warehouse that only has one employee!) The girl did not offer to get the information and call me back--instead she told ME to call HER back tomorrow (that would be today). Instead of calling her back, I decided to take the 30-minute drive to the store to pick up my delivery refund and inquire about the mattresses. When I got there, the gal had a manager from another store on speaker-phone, trying to make it right with a gentleman who was in the store complaining that the wrong futon had been delivered to his home, and it was missing pieces.

Once that fiasco was straightened out, I asked the girl to check on my mattresses. She called the warehouse and got a voicemail - and left a message asking to be called back with information on my mattresses. I told her that meanwhile she could give me the refund on my delivery fee. She told me that she was not authorized to give refunds, in spite of my having paid cash for the purchase! Apparently, only managers could give refunds. I explained that every time I go in there, I am driving 30 minutes to get there and that the manager had told me to stop by any time for my refund. This didn't seem to phase the girl, who couldn't tell me when a manager would be around to give me the refund. I left the store without any information on where my mattresses are or when it might be convenient for them to give me a refund. It's been 2 hours since I was at the store, and I've still not heard back from the sales girl on where my mattresses are.

The mattresses were purchased because I cannot fit a full-sized king mattress/box spring up the stairs to my third floor bedroom. I have been without a bed for 2 weeks, waiting for these mattresses to show up--sleeping in my daughter's bed. I am out several hundred dollars in cash and I have no bed.

Mattress Warehouse sold me a mattress that sagged after only four months of one person sleeping on it. I bought a different, more expensive mattress (shame on me) because the manager promised he would return my money if the warranty was not honored. He's been arrested for stealing from the company. There is a new manager, and of course I've heard NOTHING from the company about my warranty.

Delivery was also an issue. I had to take off from work to receive delivery, and it came so late I could have worked all day. The crooked manager wrote the sales receipt for the wrong mattress. I didn't catch the mistake until after it was delivered, so I didn't get the one I wanted. When I returned to the store to point out this error, the manager told me a story about HIS manager switching the display models. The new mattress isn't much better. DO NOT PURCHASE FROM THIS COMPANY...OR YOU, TOO, WILL BE SORRY.

I placed an order for a mattress online. It was delivered in the timely manner, however it was of a wrong size! I have been calling both customer service, online orders, district managers, and was sending e-mails on their site. No result. They really need to take seriously what they are writing about customer being a #1 priority on their website. DO NOT buy anything unless you like absence of customer service!

On December 22, 2007, I visited the Mattress Warehouse in Bowie Towne Center to possible purchase a mattress, and take advantage of their buy one, get one free promotion. The salesperson Junior, who incidentally conducts business like a used car salesman. I purchased a queen mattress set and was supposed to receive a free full mattress set. After three weeks with no contact at all from Mattress Warehouse, on January 15, 2008, I telephone the store and spoke with Junior, who assured me that he would check into the matter and get back to me by noon the next day.

The next day I received no contact from Junior. On the following day, January 17, 2008, I telephone again and asked to have the entire transaction cancelled. Junior at that time informed me that the mattresses I originally purchased were no longer sold by Mattress Warehouse (information I had not received prior to this telephone call). Junior then told us that he would provide me with a free upgrade to the next higher end mattress and that I would receive delivery by the following Wednesday (January 23, 2008). (THIS IS NOW OVER A MONTH SINCE I PURCHASED THE MATTRESSES.)

Junior told us that we would receive a call on the morning of delivery to give us a three hour window on the delivery time. I explained that I felt uncomfortable receiving two mattress sets without ever having seen them, but Junior assured me that the mattresses were higher end than the ones I picked out. When the delivery date arrived, my daughter took the day off from work. My daughter received no phone call informing her of any three hour window and about noon decided to call Mattress Warehouse. The delivery men showed up about 5:00 PM (she had waited all day), and the mattresses were of extremely poor quality. The full size mattress is flat and looks like it belongs on a convertible sofa (I didn't even know they made mattresses like that anymore!) The clincher was the box spring for the queen set was delivered without plastic as if it had been removed from someone else's bed and brought to my home. My daughter, needless to say, refused to accept the queen box spring. (I was at work because I would have refused all of it because it was crap!) On my way home from work,

I receive a call from none other than Junior who at this point is denying everything he previously represented to us, refused to provide us with contact information for the district manager and when asked if there was anyone above the district manager, informed us that the district manager is as high as you can go in the company. Also, Junior's call basically was to let me know what he was NOT going to do, i.e., he was NOT going to be able to deliver the box spring until the following Tuesday, that he was NOT as a good customer service going to provide us with bed frames etc. At that point, I started to see red. I told him that he made no attempt whatsoever to contact me over a full month and when he does finally contact me he has the gall, instead of making a good faith attempt to rectify a situation that he is personally responsible for, he has the nerve to call me with what he is NOT going to do. I also assured him that no one else was going to waste a day out of work. Junior then informed me that he was going to talk to his district manager and would get back to me by noon tomorrow (today). Of course, we received no call from Junior and when we called the store we were informed that he is off for the next two days (which means he had no intention of contacting me and what are the chances that he actually spoke to the district manager regarding the problem?)

At this point I have had enough. Despite the smoke and mirrors with respect to contacting the district manager, we left several messages for the district manager, John Gibson. He too does not return our calls. My daughter tells of a young woman who spoke very nasty to her yesterday and hung up on her. This is the worst experience, bar none, that I have ever had with any company. I would tell anyone not to have any dealings with Mattress Warehouse. My daughter works in the media and she fully intends to let the public know of their underhanded business practices.

This situation is extremely stressful. We are out $632. Mattress Warehouse is not returning our calls, and we in no way want cheap mattresses that are not worth $6.32.

On Jan. 1, 2008 I went to Mattress Warehouse to possibly purchase a mattress. I spoke with the sales person who was very helpful. Later that day I decided to purchase the mattress that we discussed. I made the purchase using my credit card over the phone. The mattress was delivered four days later, no problem. However, since I ordered over the phone I never received a copy of my receipt. I went the following Sunday, Jan. 13, to get a copy of the receipt for my records. While I was reviewing the receipt in the store I noticed a charge for a bed cover/protector for $90.00. I asked the manager what that was for, and he stated that it is a separate item. I informed him that I never ordered the item nor did I ever receive the item. I asked him to issue a refund since I did not want the bed cover, and he refused. He said he did not know why the sales person added the cover. He then said, and I quote, "The sales person probably added this item so he could get an additional $10.00 in commission."

I then asked the manager to give me the bed cover since I had already paid for it and never received it. He refused to do this as well. At this point I told the manager I would not leave the store until he either issued a refund or gave me the item I paid for. He refused again to do both and proceeded to call 911 for a police dispatch. I waited for the police to arrive, explained my situation to one officer while the manager spoke with the other officer. I overheard the manager making the same statement to the police officer that he made to me regarding the item being added for additional commission. In other words, the manager openly admitted that his company committed credit card fraud in charging my card for an item that I never ordered or received. I called the district manager, Sean Ahern and left a message. I did not receive a return phone call, so I called back and requested to speak with someone ASAP. I was connected with the Loss Prevention Dep, and explained the situation again. I was told that Sean was on vacation and they would either find the person that is covering for him or Sean's boss to call me back. That was January 14, today is January 15 and I have not received a call back. I have already called today and left a message but no one has called back.

I have contacted Fairfax County Financial Crimes Department, and I am currently waiting for an officer to contact me so I may file a police report. My advice to everyone is this: DO NOT PURCHASE ANYTHING FROM MATTRESS WAREHOUSE! ANY MATTRESS THEY SELL IS AVAILABLE FOR PURCHASE AT ANY OTHER BEDDING STORE. THIS COMPANY SHOULD NOT RECEIVE OUR BUSINESS IF THIS IS HOW THEY TREAT THIER CUSTOMERS. I expect that I will get my money back either through the charge dispute filed with my credit card company or via a refund from Mattress Warehouse. Either way, my life will be far better if I don't do business with Mattress Warehouse ever.

On a Monday December 31 2007, I walked into Mattress Warehouse becasue i saw a half price sale sign and since I was moving into a new apt that week, wanted a new bed, that I didnt have to carry up the stairs myself. I really did not plan on buying until later in the week, I was between paychecks as I get paid bi-weekly...and had just dropped lots of money for a new apartment.The store employee Ed, actually folllowed me into the store as he was outside when I walked up. He never greeted me and seemed generally annoyed at my presence and that of my two well-behaved children. He never cracked a smile.

I made a small downpayment to secure the bed price as the half price sale was ending the next day. He promised that if I came in and paid for the bed on Thursday, that my bed would be delivered Saturday....sooo...when I come in on Thursday to pay the balance, Jeff(manager) said So do you want delivery Tuesday or Thursday? I told him I had been promised the bed on Saturday. He said he was informed that the route was full.I told him I did not appreciate being promised something and then told something else. I told him I should not have to pay the delivery charge since I was not given the delivery date I was promised...meanwhile..im sleeping on the floor...He says it is out of his control and the best he can do is Tuesday.

Tuesday the bed was delivered, however...I was not informed that the box springs I paid for was in pieces in a cardboard box. The bed I picked out in the store was completely asssembled and no mention of this was made. I was under the impression that a bed delivery meant set-up. After all..If I can move one around enough to set it up on my own..I could deliver the $%*& thing myself. I have a bad back and was looking to save myself some misery..thats why I paid men to deliver my bed.I got home..the box spring is in a cardboard box...to be assemled..what a giant P.I.T.A!!! it took me two hours as the holes in the wooden frame were not drilled correctly and I had to make modifications.

Then my roomate informed me that they dropped the box so hard on the floor that it knocked out the track lighting in the kitchen below me. They were dirty, and left a grease stain on the carpet. I was informed by Jeff that I would be receiving a refund as delivery was supposed to include set-up (we'll see)..did I mention that I was stuck with two big cardboard boxes and plastic to dispose of...whatever happened to customer service?

I had to buy new light bulbs for the track lighting at $12.50 each...over 50 dollars in total...spend two hours putting a bed together after I had to cancel other plans to do so..and I paid 55 dollars for them to deliver this bed 2 miles. I had a huge mess to clean up and who decided box springs come in a 2x3 foot box now??

I purchased a mattress warehouse verison of a Tempurpedic foam style mattress. The day I was in the store late May 2007 they were having a sale on this patiular beddig. Buy one get one free. Imagine that...I was getting ready to make settlement on my new house and need an extra bed for my second bedroom. I took my time and rolled around on lots of beds and once I decided on the 'foam style' mattress I asked questions, voiced concerns, and of course it is definitely BUYER BEWARE.

Before delivery I would go into the store and roll around on the bed I purchased just to be sure, I did this probably 2 times a week before the bed was actually delivered. Once the beds were delivered it took me less than a week to realize that I HATED the bed. Extremely hot and much too firm. I called the store and voiced my complaint and was told that I needed to give the bed a chance and that I would get used to it. Two months later I made the same call and was told I had waited too long to make the second call. There wasn't any thing they could do for me.

Now I am out $2,000. and have not gotten a decent nights sleep in months. Finally they did tell me they would sell me another bed. I would get the same discount offered to managers of the mattress warehouse. Wow. Just what I want...to spend $2,000 more dollars in that store. A bed is a HUGE investment. Since this has happened I have been stopping at other mattress stores in the area. ALL of them offer a COMFORT guarantee. You have between 30-60 days to decide if you like your new mattress, if not they will let you get another. When I mentioned that guarantee to my sales girl at mattress warehouse her comment was they'll tell you anything to get a sale.

I can NOT afford another bed, hate the bed I did buy,am actually stuck with 2 of them, and got NO help from the store. I'm just a little cranky especially since I am not getting a good nights sleep!

On November 5, 2007, I purchased mattress and bed/bed frame from Mattress Discounters. I had financed the purchase through Wells Fargo. The bed itself came out to $500.00 before tax. A delivery date of November 11, 2007 was set. On the delivery date I received a call from the sales person that the delivery would be delayed because the bed was special ordered. I agreed to a delivery date on a later date. Again, there was another excuse for the bed not being delivered. On multiple dates (11/13, 12/15, 12/17) I was assured that the bed was either in transit or being processed. Finally, on 12/29, I was informed by the sales person that in fact, they do not carry that bed anymore. When asked about refund, I was told that the sales person was not able to help me out with that matter and someone else would assist me with that matter. Again, nothing was heard from either the company or representatives. I decided to contact the company office and deal with customer service. The customer service representative informed me that he will not be able to assist me and that I should speak with a Mr. Sean Ahern instead. Three messages were left on his answering machine and no reply.

Economic damages that resulted from me doing business with the mentioned company is that now I owe $500.00 to the financial institution for a product that was never delivered to me.

The company responds:

In response to Mahbood from Sterling: The consumer purchased a mattress, boxspring and full bed (headboard, footboard, and rails). The mattress and boxspring were delivered on 11/13/07. Unfortunately, the actual bed was back ordered then discontinued. The customer has since reselected and is being delivered on January 15th.

Melissa Jones,

Customer Service Manager

On Tuesday, 11-20-07, my wife and I purchased a mattress with a delivery date of Saturday, 11-24-07. The delivery was supposed to happen between 9 am and noon. Noon came and went without a delivery or a phone call. My wife missed two appointments because she was waiting for a call. We both spoke with John at the store, and he said he would call the warehouse and call us back. He never called us, which resulted in us having to call him back. The mattress was never delivered so I called John to indicate I was unhappy and would be asking for a refund. He said he would try to compensate me for the issue and would call me back. He did not call me back, so I called him early the following week. John indicated he did not call back because he wanted to see if the delivery happened. That infuriated me since we already discussed the delivery not happening late Saturday evening. He said the delivery truck was not in service, and the delivery could not happen. At that point, John indicated he had spoken with his DM, Kevin Keller, who authorized a 10% discount. I agreed to the 10% refund and John asked for my credit card number for the refund. I was driving so we worked it out to do the refund once the mattress was delivered, which was scheduled for Saturday, 12-1-07. The mattress was delivered on time, and the delivery agents were professional.

On 12-2-07, my wife made a trip to the store to provide John with the credit card number for the refund. John denied the refund and said he did not have the refund authorized. I followed up with John by phone and relayed my frustrations. I am also in retail and want to keep business in the local community, but this experience had made it very compelling to shop online. I am significantly unhappy with this service and feel I have been defrauded. John promised a price, but now that the delivery has happened he recanted. I contacted Johns DM, Kevin, but only by voicemail. Because of my work schedule, I missed his calls, and never was able to reach him on his cellular phone. On two occasions, Kevin left his cellular phone with another party who only indicated they were carrying his phone and could not help me. I stopped by the store location again on 12-24-07, and spoke with John. He indicated he could not give me a refund since he suspected his DM was taking care of it. I asked he call to validate it, but he refused. Their lies continued. I strongly do not recommend doing business with Mattress Warehouse. We are still owed money.

The company responds:

The consumer's refund was issued on 12/26/07.

Melissa Jones, Customer Service Manager

When I purchased the mattresses I was in the process of buying a home. I had no bed to sleep in for the first month I was there. Of course I was out the money that I paid them which was over $1,000. They still owe me about $200.

Consequenctly I have suffered from rashes, nosebleeds, high blood pressure, headaches and back discomfort. I believe there are some type of chemicals in the mattress and it is falling apart for no reason at all. I need to know if the chemicals (in the mattress if any) are killing me.

My husband and I are in our 70s, both of average build, and we are not overweight. We have no children living in our home, and we have no pets. We keep all appropriate covers/sheets on the bed and perform no gymnastics on its surface. The product has endured no level of abuse beyond the normal sleeping habits of two 70 year-olds, and we have followed the care and warranty instructions to the letter. The mattress from Mattress Warehouse is failing, and its upholstering is coming apart--yet we have attained no level of satisfaction from the dealer or Simmons Warranty. According to the warranty inspector, it isn't sagging enough to qualify for any compensation, and the upholstery is not covered at all.

Even if the warranty does not technically cover upholstery, in the spirit of ethical business practices I believe they should consider the following: 1. It is less than 9 months old, obviously not abused, yet the frame is protruding through the fabric at the corner in two places. 2. The fabric is splitting in an area that doesn't even sustain repetitive contact. 3. The mattress itself is already sagging as thought it were much older.

The dealer, Mattress Warehouse in Bel Air, Maryland, was downright rude when I spoke with them about our problem saying it wasn't their problem, and what I did was up to me. A very personable Simmons Warranty representative did come to our home and her first words were, "Oh, I see your problem." Unfortunately, I did not see what she wrote in her report, and I did not get a copy from her. Apparently she either didn't write about what she actually saw or taking care of a customer wasn't considered important by Simmons. At the time of her visit, she seemed more concerned about hurrying up to get to a family gathering in Pennsylvania than about evaluating the condition of our mattress. All I am asking is that the mattress either be repaired free of charge or replaced. This was a $1,700 purchase and it should not be falling apart in 9 months.

The company responds:

Mattress Warehouse is upholding the manufacturer's warranty. The warranty does not cover stitching or the cover. The customer's bed has normal body impressions and is not saggging. A mattress is considered to sag when body impressions measure more than 1 1/2".

The consumer appealed our decision directly with Simmons Bedding Company. Simmons sent their own representatives to examine the mattress but found her mattress met all manufacturer specifications.

Mattress Warehouse must abide by the warranty guidelines set up by the manufacturer.

Melissa Jones, Customer Service Manager

We purchased a Cal King Simmons ($1300.00) mattress. Six weeks later we had deep holes where we slept. We finally reported it 1-1/2 yrs later. They sent an inspector who confirmed the pillowtop had fallen apart. Since we didn't want the same mattress, we returned to the store and picked out a different Simmons mattress. We upgraded to a better matress and downsized to a king. We purchase a new king size bed frame. Six weeks later the same problem. They sent a different inspector this time. He reported a 1-1/4 depession on one side and a 1-1/8 depression on the other, in just six weeks. He also reported the mattress side was broken down. The top edge of the matress hung out 1-1/2 over the bottom edge. A few weeks later we received a letter form Mattress Warehouse that our claim was denied. You need a 1-1/2 depression to get a replacement. I called the home office five days in a row 5 weeks ago and left messages at four different extentions. To this day I have had no call backs. The store manager says he can not do a thing until he gets approval from the home office. We now have $2000.00 in a mattress that is killing our backs due to NO support. I want my money back!

We have constant back pain due to a poor mattress. We are out $2000.00. That's my money and they will not refund it.

The company responds:

Mattress Warehouse takes every complaint seriously, and even uses an independent testing service to determine potential warranty defects in every mattress within question. If a product is deemed defective under its warranty, the product is replaced per the warranty guidelines put forth by the manufacturer. Mattress Warehouse makes every attempt at customer satisfaction.

Melissa Jones, Customer Service Manager

Ordered mattress 10/24/07. Salesperson ordered wrong size mattress - discovered when delivered. Sent mattress back. No delivery on next delivery date because the distribution centre didn't have room on the truck for all the merchandise going to State College store. Hmmm. Thought I'd be a priority since the salesperson screwed up. No delivery on following delivery date because the distribution centre didn't have room for all merchandise coming to State College - again.

It's been 3 weeks now that they have my money and still no mattress. The salesperson doesn't get any support from the district manager in getting the merchandise to the customer. I guess they are supposed to sell as many mattresses as they can but the company doesn't provide the followup to deliver. I've had weekend guests with no mattress for them to sleep on. Having son home from college for 10 days and no mattress for him to sleep on.

bought serta-vera wang-solitaire queen mattress set, found to be defective after 6 weeks. store will not sell me another mattress of equal value, will only agree to take bad mattress if I buy a more expensive mattress. I bought mattress on sale, and it was the only reason I spent that much money. original price was 1300, I pd 1087. a comparable mattress for 1400 they want 370.99 more.

I'm willing to put 100-200 more into it, but I don't have 370.99 extra laying around when I went over my original budget to buy the 1st mattress. they also want to charge me another delivery fee of 55, but for the fact that the 1st mattress was defective, I wouldn't need a 2nd delivery. Why should that cost me? I think I'm going to have to call the better business bureau, and possibly take this to court. my original complaint started at 6 wks and it will be 3 mths at the end of Nov

the dip is on my husband's side only, and his left leg has been numb every morning when he wakes up for about a month. he can't sleep a whole night through.

On 8/17/07, we ordered a mattress, box springs and bed. The mattress and box springs were delivered. The bed has never been, despite repeated promises and attempted delivery of the wrong bed. The district manager even went so far as to tell me tonight that they had attempted to deliver the right bed. He claimed to have been in the warehouse and saw that the description and name on the box matched what we ordered. An absolute lie as the men who delivered the wrong bed completely destroyed the box.

The delivery men were able to confirm that the paperwork they had and the bed they attempted to deliver were not the same. At my insistence, The district manager Winston said he would contact the store to arrange a refund. Having seen so many other complaints now, I am willing to bet we'll never see that money. I wish I had known to check for complaints on-line prior to this experience. No one should have to go through this sort of customer service.

I am now on my fourth bed from that store and each one has given way where my boyfriend and I sleep. (I know, the definition of crazy is repeating the same thing over and over, expecting a different result.. I guess I just couldn't believe that every bed they sold could be bad.)

Every time a bed went bad, I went through the dance of having BedChek come out to decide whether the hole was deep enough to receive a new bed. Twice it was, twice it was not. When it was not, I received a coupon in the mail for 50% off my next bed. In the effort of saving money, I complied. Big Mistake!

Customer service has been a nightmare, and finally, after waking up for my second year angry, I decided to invest in a sleep number bed from Healthy Back. It has yet to be delivered, but I am hoping that the problem is out of my life after this.

I have a pillow top mattress with the top two inches that are loose and slide around the bed because the stitching is now completely out.

We bought a Serta Premier Sleeper Nightfall. Just like everyone else, the mattress began to sag in the middle after 2 years' use. The Store Manager (23105 Three Notch Road, California, MD 20619) by the name of Bill - no last name - continues to tell us he is working on it.

I have a very bad back because of this bed. I am are retired, and my husband has cancer. We cannot afford a new bed.

My daughter purchased a twin bed for me from Mattress Warehouse in Springfield, Virginia, at the end of May 2007. The mattress is completely useless and literally has developed a sinkhole in the middle of it. It is so bad that I can barely sleep on it. I have arthritis of the back and neck, and both hips and knees are affected. I am in so much pain that I am taking to sleeping on the floor with my sofa cushions. I have tried to process the warranty but don't have my receipt as I never dreamed a mattress could be defective. I am 63 and on social security disability for my arthritis. The mattress in question is a Serta Fantasy.

I am in so much pain! My arthritis is worse, and I cannot sleep. I have no money to buy another mattress, and my daughter has no money now!

In April 2007, I purchased two beds for my children through the online store. The beds were delivered on time as promised however one of them was bent and lumpy. We thought this was due to how it was transported and/or stored and would work out soon. After several weeks, it was still lumpy w/springs poking the surface.

I called and was instructed to use the online form for warranty claim. I filled out the form and heard nothing. I waited 3 weeks and called. I was told that warranty claims can take 6 to 8 weeks to get response so I waited a few more weeks. I called several times, left several voice mails. Finally in August, I call and manage to get a human who says "Oh, I see what happened. Your complaint was placed in the resolved folder. I will make sure it gets taken care of. Wes will call you in a day or two".

Big surprise, no call from Wes. I call several times asking for Wes - who is nowhere to be found. In early Sept, I get a return phone message from Melissa. On numerous calls to her, I get voicemail. There still are no arrangements to resolve my problem 4 months after the initial report.

I have spent $600 on a bed that must be replaced. My son HATES his new bed.

May 1, 2006 I purchased an Applegate Pillow top Serta mattress and springs. In about 6 months, it started sagging in the center and continued to it's present depth of 1.5 ins. to 2.0 ins.

In July 2007, I filed for a warranty replacement with them and never received any communication. I sent them an e-mail the first of Sept. 2007 and have not received any answer. I wish I had researched them before I make my purchase.

I purchased a XLFull Barrington Mattress and boxspring for my son, a student at the UMD, Aug. 3rd. Pick up was to take place 8/20. When he arrived, the mattress and frame were there but he was told the boxspring would be there the next week. You have enough complaints to know how the story goes - run around, unreturned calls from district manager John Gibson, mixed messages - it is there, it isn't, it will be delivered, it won't, etc. I have yet to see any resolved issues (are these not posted?). I am therefore moving forward as well with the MD attorney general's office, the Better Business Bureau and the MD state office of consumer affairs.

This seems as clear a case of consumer fraud as I have ever been involved with to determine the strength of a class action suit. Individually losses are minimal, but from what I have read, in the aggravate they amount to a substantial sum. I have also contacted the University of Maryland (given the proximity, this location gets a lot of UMD student traffic) to inform them of my treatment so they can share my experience. Students can draw their own conclusions about doing business with them.

The stories I have read are very similar to the problems I am having with Mattress Warehouse. I wish I had read or known about the complaints before doing business with them. Anyway, my first contact with them was on July 28, 2007. My husband and I purchased a queen-sized mattress and box spring. We paid $600. This was doing the promotion to buy one complete set and get another set free. We had a delivery date scheduled for August 4, 2007. However, after waiting most of the day for the mattress and unable to contact anyone at the store, we visited the store. We were told that the manufacturer had run out of the mattresses because of the special promotion. Additional mattresses would be available on August 18, 2007. We scheduled a delivery for August 18th. However, the same thing occurred on this date as before. No delivery and no call to explain.

We visited the store again and were told that the mattresses had been replaced with another mattress and would be available that next week. We thought we would give them one more chance since they had our money, and rescheduled a delivery date for September 4th. Guess what? No delivery and no call explaining what is going on. After three scheduled no-shows, we visited the store to get a refund of our $600. The individual at the store, Charles, who we had been dealing with since July, told us there would be no problem in getting a refund. He did the transaction to put the money back on my card. However, two days later and the money has still not been refunded to my account. In checking with this individual, he stated he checked with his manager and was told the money had been placed back into my account. In checking with the bank, this is not true. I have not received my $600 yet.

The economic damage that has occurred is that I purchased another mattress from another company, believing that my money was in my account. I discovered that it wasn't in my account when I checked my balance at the bank to discover that I had a zero balance, which I have never had. Luckily I have overdraft protection, but all of my little savings was automatically transferred from my savings to my checking account to cover this cost. I really need my money back. If anyone can help me do so, I would appreciate it. I don't believe they have any intention of returning my $600.00. Thanking you in advance for any assistance you can provide.

The delivery people forgot to pack the mattress I ordered on the day it was supposed to be delivered. I asked if they could drop off and set up the box spring and frame, but they said no, they would do it all together. But then they said they could not do it the next day. So it would be 2 days later. But I couldn't be there then. I was reassured this was no problem. To make sure my instructions were clear, I left a blueprint of the apartment and gave them instructions over the phone of where to put the mattress. I told them to call with problems. They did not call. But they did not set up the mattresses, just left them still fully packed in my hallway. Then I called the manager, Asman, to complain, and he said he would call me back. We went through this about 4 times, and he never called me back. I asked if the delivery people could come set up the frame. When he finally called me back, days later, he said there was nothing they could do to help.

I now have to set up the frame on my own or pay someone to do it. I think they should either send the delivery crew back to set it up as promised or reimburse me the $20 set up fee it will cost me to get someone to do it for me.

On 814/07 I ordered a Simmons Beautyrest World Class Stavos set in king size. I was told it would be delivered on 8/16/07. On 8/16/07 the delivery men arrived with a queen set. I told them to leave it on the truck and stay while I called the company. I had to wait 15 minutes to call the company when they opened at 10 a.m. I was told by Mark that he was filling in and could do nothing, and I would have to call back on 8/18/07. I told him I wanted it straightened out now and he told me he couldn't. I told him I was coming down to get a refund then, and he told me I couldn't have one. I drove down right after I got off the phone with him, and he kept making excuses. I let him know I was not leaving until he got a manager on the phone. Mark then tried to argue that i signed the form the order was written on and i let him know that was not my signature. he finally called a district manager who apologized to me and said the king would be out to my house on 8/17/07.

On 8/17/07 the delivery men arrived and were knocking pictures off my wall, knocking into my china, and destroying my house as they made their way to my bedroom. After they placed the very badly buckled mattress on top of box springs I asked them what that gigantic lump in the left center of the mattress was. It was so large I asked them was there a body in it. I informed them to wait while I called Mattress Warehouse. Mark answered when I called and refused to help me . He told me I needed to wait until Tuesday to talk to a manager, and a new delivery can be made Tuesday or Wednesday. I informed him this wasn't satisfactory, and he needed to get in touch with the district manager. He said he could not ...so I asked for a refund. He flat out told me no.

I told him I would call consumer protection, and he told me to call whoever I want. I called my husband who called main headquarters in Frederick, MD. He left numerous messages, and no one will return our calls. I went to my credit card company and filed a dispute after I took pictures of the mattress before it was loaded back on the truck. I just pray the credit card company can do something.

I purchased two twin size mattress sets on 4/22/07 for our grandchildren when they come to visit us in our new retirement home. We did not move them in until the end of June. When we put them on the beds they were so high you could barely see the beautiful headboards. Also they were not the standard width which is 39-they were 36 3/4 so consequently they slid back and forth on the bed rails. Also the sheets did not fit because of the smaller width. My grandchildren will not be able to get in them because they are so high, and if they fell out they would certainly be injured. We were not told that we had a choice of a high profile or low profile base. We have not bought mattresses for over 30 years so all this height business is new to us.

I have since purchased a king mattress for another bed in Winchester, and Dan told us he would exchange the twin mattresses for the right size. He has given us no satisfaction so we went back to Marie who sold them to us, and she said to fill out a warranty form at the store. We did this, but Bill said it isn't a warranty problem so basically we are out of luck. I have called repeatedly the customer service # they gave me which was 301-682-8504, and they do not get back to me. All I want is either my money back or a 39" pair of low profile mattresses to replace the ones I have. I feel we were taken advantage of as we are not so young anymore, and things get harder and harder for seniors. Any help you can give us will be appreciated.

Bait and Switch by the store manager. We arrived and tested the 'Whitewater Falls' mattress by Simmons on July 28th in the Warrenton, VA store. Price listed was $2999, and Jerry said that he was in a sales contest and could give us the mattress set for $2200. We thought that was a great deal and agreed. Of course, he wanted us to pay for it right away, but we only agreed to put down $20 to hold the price for a few days. Low and behold on looking over the sales receipt the following day, we notice the name of the mattress listed was 'Whitehaven'. So I called another Mattress Warehouse and asked the price of the Whitehaven, and wouldn't you know it was $2199. So it would have been our surprise when the mattress came, and it was not the one we ordered.

Obviously, Jerry thought us stupid (pun) folks wouldn't figure out his little scam. Also, I was smart enough to take a picture of the actual mattress we laid on and thought we were purchasing, telling him I really liked the bed frame, knowing I wanted to have some record of the mattress if a problem arose. I will try to get back my $20 and wish I could have the manager fired. I have left 3 calls to Mr. McMannis, the District Manager, and have not heard back. This company cannot be trusted in any way, shape or form. Buyers beware! We were the lucky ones.

I went to Mattress Warehouse and got an 'economy' priced queen size bed; something I could have for a few months comfortably and then investing in a bed that I really want--this one could go into the guest room. So all was well. Delivery date comes and goes; not only can I not pick up the bed; it wasn't delivered from the warehouse and not only that...there are none in the warehouse. Of course, they ship from China so another 21 days possibly. Obviously, I want my money back.

Initially told that I must wait ten days. But it was a credit card purchase, so I don't have to wait. Then he said he needed a refund authorization code...that we are still waiting for. They have my money, and I have no bed. I have since discovered that they hire people and simply send them from store to store. That way no one has to be accountable for anything. After your week--you deal with a new person.

Bought a Lo Profile Cordoba twin box sping on May 13th. Told 3-4 wks delivery. After 4th week came and went Junior promised free shipping. Now July 19th still nothing. Set up two delivery dates. Missed both without calling. Most fustrating is lack of coordinated stories between Jesse and Junior. Second most fustrating is lack of property. Jesse has been more helpful than Junior. New promised delivery date is July 24th. Claims it has been in the warehouse since July 13th. Time will tell.

In late November 2006 I purchased a Sealy mattress and box spring at the Silver Spring/ Four Corners Mattress Warehouse. The salesman asked if we wanted to save some extra money, we could get a mismatched set. The only difference is that there may be a different material on the box spring. It was for our weekend place in Ocean City, so I agreed. I was told no problem for delivery when I wanted it (12/30). When the delivery day came, I waited for patiently for the call to tell me what time they were coming. When it did not come as promised I called the store, and they called back to tell me that they do not deliver to Ocean City that day of the week, and basically too bad! So, it was set up for the next day for early delivery between 10 and 12.

Long story short, it showed up at 6:30 p.m. They set up the bed and out they went. Well, the bed sounded like it was breaking when you sat on it. Since the next day was a holiday, I called on Jan. 2 to complain--only to be told I waited too long and had to file a warranty claim! The inspector came out 2 weeks later and saw that the box spring was terribly damaged. He even admitted it was a piece of junk, and they lied to me about only being a different color. For the next 6 weeks the Frederick corp. office told me they did not have the inspector report, and then refused to return calls or respond to letters. I disputed the already paid charge to the credit card, and within days of the credit showing up on my bill I got a call from M.W. They found my letters, and of course were so sorry. I had to go back to the store where I bought it to arrange for a replacement delivery. They actually wanted me to pay to deliver a good one! Well, of course I straightened that out, and paid the difference to get the mate to the mattress that I should have in the first place.

Then I was told they could not do a weekend delivery because I was sending one back. That took days of phone calls to resolve. FINALLY, we received the new box spring. The same guys came to deliver it, and as the guy came in the condo he looked at the bed, laughed and said "I remember this one, this is the one I dropped off the truck and cracked." I got my new box spring, and the bed is fine. The kicker, they nicely wrapped the broken one up before leaving our place to get it ready for a new delivery to another sucker. Word to the wise, if they mess up your order dispute the charge ASAP. If you don't try to get your money back from them, they don't care about you.

Hours of my time were wasted because of the second rate service this company gives.

I purchased a Euro-Pillowtop (Full) mattress with boxspring on 28 June 2007 with the promise that it would be delivered on Saturday, 30 June. That saturday, I waited until 12:00PM and no one called to provide me a time for delivery. When I called the store manager, Joe informed me that the warehouse did not have the mattress I had ordered in stock -- he should have called beforehand to make sure!! I rescheduled for the following saturday with the same results; no call, no mattress in the warehouse, and no delivery.

Like an idiot, I rescheduled once again for the following Tuesday. Again, there was no call to my house..., but this time the excuse was that their delivery truck broke down. The kicker was the lie that they (the warehouse) could not contact their delivery driver. What legitimate business delivery truck goes out without some form of communication??

I was also told that the mattress COULD still be on its way and I would have to remain in my house in the event it arrived, otherwise I would incur a redelivery charge. Well, needless to say, the mattress never came!!

I gave the Mattress Warehouse one last chance to deliver, which was on a Thursday. The delivery truck showed up..., with no call prior to arrival and they FORGOT THE BOXSPRING!!! To add insult to injury, the driver at first claimed that mattress I had ordered didn't come with a boxspring. Then he claimed that the boxspring had already been delivered and the driver tried to leave. I frantically called the Mattress Warehouse..., who told me that the boxspring would have to be delivered another day. At that point, enough was enough. I canceled my order, and picked up my refund that afternoon.

On 26 June 07 we purchased a Futon sofa bed. The store manager, Mike, wrote up the order and told us it would be delivered on Monday 2 Jul. After waiting till about noon on Monday with no calls from the delivery people, my wife called the store to check on a possible delivery time. She spoke with Brianna who told my wife that it was marked for pickup at the warehouse in Maryland. My wife told her no, it was supposed to be delivered and tried to explain this when Brianna hung up the phone. I called later that day and tried to find out what was going on with the same results. We went into the store on Tuesday afternoon and spoke with Mike. Mike said it was a warehouse screw up and could deliver on 4 July. I explained this was a holiday, and we were not going to change our holiday plans because he screwed up. Then he promised delivery on Thursday, 5 July.

Well, my wife waited around until about noon once more with no delivery. She called the store, and Mike told her it was not in stock. That afternoon we went to the store and talked to Mike. Mike again told us it was not in stock. I asked why he didn't tell us this when we bought the sofa. He give us a story that the warehouse people would not tell stores if merchandise is in stock or not. So we agreed to take the floor model if he could deliver it. Mike promised it was no problem, and the floor model would be delivered on Tuesday, 10 July, between 5-6 pm. At 6:30 pm there was no delivery and no phone calls once more, so I called the store and asked to speak with Mike. Brianna answered and told me Mike had the day off. I asked Brianna when our sofa was going to be delivered; she hung up the phone on me again.

I then went to the store; she started crying and threatened to quit her job, etc. I asked for Mike's phone number, and she refused. Mike then called, and I talked to him, attempted to get a delivery time from him at which point Mike hung up the phone on me. BEWARE! Stay away from MATTRESS WAREHOUSE; they are terrible to deal with and do not keep promises, or tell you if merchandise is in stock or not. NEVER AGAIN!

In December 2006, my wife and I purchased a king set from the Rosedale, MD store. After a few months of use, the mattress began to sag. We filed a warrant claim, and it was determined that the mattress was defective. In order to get a replacement mattress, we were told to pay $55.00 delivery fee. We were not happy with having to pay another delivery fee, but did so. On May 25, 2007, delivery was scheduled. When I spoke to the driver that morning, he assured me that he would call me an hour prior to delivery so I could meet him at home. Because he failed to call as he said he would, we did not get our mattress. We later rescheduled for June 20, 2007; however, we were not contacted. I spoke with the Rosedale store manager, Rick, who stated that the delivery was not confirmed. He could not explain why.

We rescheduled yet again for June 22, 2007, but again we were not contacted. I telephoned Rick who advised that he needed to contact his district manager, Winston, to straighten things out. During this escapade, we were told that there would be no weekend deliveries to accommodate our schedules, and there would be no compensation for the being inconvenienced. Without saying, we are very displeased with Mattress Warehouse and those involved in this debacle - one defective mattress and three failed delivery attempts.

On March 18,2007, I purchased two (Serta Perfect Night) caress firm matresses from a salseman named Mike. The matresses were delivered on 3/23/07 and installed one each on two beds. The mattress in the main bedroom has lost its original firmness and has become pitted permanently with the outline of the sleeping bodies indented.

Bought a queen mattress, twin mattress w/box springs which were not part of a set, so I could get a discount. I was told the folks delivering the order would call at around 7 am. They called at 9:45 and told me they would be by between 3:00 and 6:00. They arrived at 5:45 and could not/would not understand why I would not accept two queen box springs - they thought I should use a queen box spring for the twin. Called the store while they were blocking traffic; the manager said he would call me back to arrange to deliver the twin box spring and make it right. I had to call him back. They took out the old mattresses and such. The queen box and mattress looked ok, but I had to reassemble the new metal frame since they failed to screw it properly! Then I noticed the grease stain on the box spring. I called the manager to make the delivery of the twin box and complain about the stain; he said that the stain was between me and the delivery company - it was subcontracted. He was to deliver the twin box the next day at noon. It rained; the store called and canceled 15 minutes before the time of delivery. I guess no one bothered to look out the window when the store opened. He was off when the store called; they said they would call back with a time for Monday. They never did.

On Monday I called and the manager was off. I had to call Tuesday - no one called me - and the delivery was for 8 pm. The manager delivered it at 9:45. Again a mark on the box, but I was exhausted from the entire on again off again fiasco. Now I noticed this is not a boxspring - there are no springs; it is a piece of plywood on a box frame, wrapped in a foam/plastic. I expect more than this when I spend over $1,000, but it is not worth my time and energy to stop payment and such. Just chalk it up to another lesson in life learned: I will never shop there again. What should have been simple was a fiasco with no attempt to take responsibility.

Wasted Sat, Sun, Mon, and Tues and time off of work on what should have been a simple delivery. This is not rocket science.

They sold my girlfriend a bed; mattress, box and frame, and scheduled delivery for the next day from 8-12. Not only did it not arrive, no call was received or returned after her attempts to find out what happened.

When our individual attempts finally reached someone, we spoke with Richard, an employee. He had no idea about anything but gave us the Corporate number and the name of John the District Manager. Two calls on two consecutive days were unreturned. When we finally called the store again, they had no record of the sale. We called customer service again, Melissa immediately found the record and said there were no beds in stock at the time we ordered. Keep reading, it gets worse.

On Monday, June 4, we left an unreturned message at the store to try and arrange delivery, again.

I finally reached Hammad. Hammad asked, How can I help you. I explained what had happened. He asked, What do you want? I said I want the bed delivered. He repeated this question in an assinine manner about four more times. When I told him I'd contacted customer service and his district manager, he said, You're the manager, what do you want?

We have no bed, no delivery, no refund, no service from the store, no educated adult to answer the phone, and a district manager who won't return calls or deal with the knuckledraggers at this store. What do you want?

I am writing this on behalf on my parents. My parents purchased a serta matress from Matress Warehouse in January 2007. The product was delivered damamged. The box spring was ripped, there was a yellow stain on the mattress, and the mattress was sinking in the middle. The delivery men saw this and noted it as damaged. They told my parents that a new mattress/box spring set would be delivered the next week.

Well, 6 months and many phone calls have gone by and my parents still do not have their mattress.

My parents were dealing with a salesman named Nathan who has been less than helpful. He made hundreds of excuses of why this was not done, instead of just doing it. Most recently, he told me parents that he ordered their mattress, by accidentally ordered the wrong one. He requested that my elderly parents drive into his store and try out this mattress.

He was also telling my parents that they had to pay a $55 delivery fee. My dad disagreed with him, telling him that they already paid the delivery fee when defective merchandise was delivered, so they should not have to pay it again. Nathan then told my Dad that he would deliver the mattress for $20. He, was planning on, and admitted that he was going to deliver my parents mattress in his own personal truck and wanted the $20 for gas for his personal truck.

I was very concerned when I heard this and I contacted the store and spoke with Nathan. I calmly told him of my concerns that my elderly parents were being taken advantage of and scammed. Nathan became very aggitated and started to yell at me (keep in mind that he is the store manager). He then just hung up on me. He is now refusing to assist us.

I went into the Mattress Warehouse in Woodbridge, VA and purchased a $1200 Simmons queen set with upgraded bed frame. Scheduled my delivery for a Saturday and sat at home all day waiting. Finally at 7 pm the delivery guys showed up with my new mattress. They got the box spring upstairs and my new frame and started setting it up. They called for me to come upstairs and showed me that my bed frame that was sent with my QUEEN set was a non adjustable KING frame. Now I'm no rocket scientist, but if I ordered a queen set it would seem that they would send a queen frame, right? I called the store while the delivery guys were in my home, and they told me they had one at the store that I could come and pick up. Are you kidding me? Then the person on the other end of the phone said they could deliver one to my house on Monday. Well, I waited almost a week and a half so I could have a Saturday delivery since I work Monday through Friday, and my schedule doesn't fit the 7 a.m. to 7 p.m. window that Mattress Warehouse gives you for getting your mattress to your home.

I told the person (who's name I failed to get) that I was sending it ALL back on the truck and would call my credit card company to stop the charge, and his response was OK. I was so frustrated that I just hung up the phone. Since I already had a queen frame, I told the delivery guys to leave the mattress set and use my existing frame. Once they were done I they asked me to sign that everything was OK, so I wrote about a paragraph on the form stating the issue. He took the form from me and started to walk out of the door when I realized that I had no proof other than that form that I didn't receive my bed frame. I grabbed it back and made a copy for my records so I can go back into the store to get a credit back on my credit card. I am calling my credit card company now to dispute that portion of the charges just in case.

When the mattress was delivered,the two delivery guys were in a hurry. The mattress was put aside in the bedroom; the boxspring did not fit up through my hallway, so a split boxspring was needed. On the day my split boxspring was delivered, when I was setting up the bed, I noticed the mattress was bowed in the middle and the pillow top mattress had two holes in it. I called the store right away. I talked to several people at the store; nobody was able to help me properly until I spoke with Paula. She reassured me this matter would be resolved. I am very upset with my purchase.

My pillow top mattress made by Simmons Beautyrest Worldclass that I paid $1300 for was delivered to me with two holes, and the middle was bowed.

I have been cheated out of $750, have a lumpy mattress and no one is responding to my questions.

We have essentially been stalled in our attempts at getting a replacement mattress. We purchased the second most expensive mattress set in the entire store, and have been put off as though we were attempting to work the system? in an attempt to get a more expensive replacement mattress. We are willing to take a less expensive mattress as a straight exchange at this point. The following was the letter sent to Mattress Warehouses Customer Service on 45-07:

We started experiencing horrible nights sleep after only the second night's sleep. After 3 chiropractic visits, my wife moved onto the sofa, and I mover into the middle of the bed. The mattress has dips on both sides, as though it is actually a used mattress. The center is better, but we can still feel the springs. We are willing to consider the next line down (Miriam), rather than have you replace this bed (which is more expensive). We paid $2650 for the bed.

Since having brought our concerns to the mgr, we have never experienced such questionable business practices (and foolish ones on the part of the mgr. (E.g. letting us know that he needs to cover his tracks by not leaving a paper trail so that the corporate office doesn't find out [just write a new notation on our previous receipt], in addition to his requesting that we pay the delivery men under the table). We are not only in pain from the mattress, but concerned about what we have witnessed re. the mgr's behavior. He suggested we wait until the big wigs finished their visit (3 weeks ago) before trying to help us, but he did not want a paper trail. He supposedly had arranged for some independent contractors to deliver a replacement mattress, but he got the wrong size and a lesser model than promised. His behavior over the past two months has been very sketchy, as though trying to arrange/coordinate delivery of used mattresses between customers. He even caught himself inquiring about the condition of our mattress a little too intently, so he indicated that he was likely to purchase our mattress for himself. The is a lot more. But, we simply want to have a normal sleep, not a painful one. Please help us finally get a good night's sleep, and that in the same bed.

We are out $2650.00 and have not had a good night sleep in 4 months!

On November 11, 2006, I purchased a King Size Stearns and Foster Mattress from Mattress Warehouse in McLean, Virginia. It was delivered on November 25, 2006. Not two weeks later I notified Mattress Warehouse that there was a definite problem with the mattress. On the RHS there is a dip while lying on the bed, with a ridge that you could feel on your back. I heard from their offices in Frederick, MD and filled out a questionnaire about the mattress. I explained that you could not measure the depression because you had to be lying on the mattress to feel the ridge. I was finally able to schedule an appointment with their representative from BED CHECK at a time that was convenient to both of us. This meeting occurred on March 27, 2007. The gentleman examined the mattress and took pictures of the pillow top with red rods lying on top of the mattress. He then pushed on the area that I pointed out to him and said to me that there definitely was a problem with the mattress. I assume this is all in the report that he sent to Mattress Warehouse.

Two weeks later I heard from Mattress Warehouse that my claim had been denied because there is not a 1 inch VISIBLE DIP in the pillow top of the mattress. They did not address the hard ridge that I pointed out to them in my correspondence. I am sure that the problem with the mattress is in the springs located below the pillow top. I am now left with a mattress that is extremely uncomfortable to sleep on and a very bad taste in my mouth regarding their customer service. My husband refuses to sleep on it. Mattress Warehouse has acted in a totally dishonest way and seems disinterested in the providing any warranty protection to the customer. I find their offer of a discount on another mattress or $50.00 of a set of sheets insulting. I have been told by Mattress Warehouse that the warranty is provided by Sealy, and Sealy's hot line has told me that the warranty is provided by Mattress Warehouse. In the last two years I have purchased for another home; 1 king, 1 queen and 2 twin mattresses all of which are Sealy products. I have not had any trouble with any of the other mattresses.

Made a purchase on 3/26/07 and had to cancel this order. I went back to the store on 3/28/07 to cancel and to have the charge credited to my account. The salesperson was rude and refused to credit my account. Told me I had to wait 24 hours to get a number from the district mgr. I expressed my dissatisfaction with this policy since there is nothing on the sales receipt about waiting for a refund, nor was it posted anywhere in the store. He refused to call the district manager, and he didn't even write down the man's name for me. I went home, called customer service, left a message; no one returned my call. When I called the store on Thursday morning to see what time I could come in for my refund, the manager again was rude and hung up the phone on me. I called back, and he gave me the name of the district mgr., John Gibson.

I will be writing the Better Business Bureau about this store and the poor customer service. I feel that I should be compensated for my time to go back in forth to the store, when all they had to do was run my credit card through a machine and credit my account. I don't understand why they have to wait for a district mgr. to dole out some number to credit a charge card. They didn't need his number to make the sale. Why should I be inconvenienced and troubled with this process? I would like a call back from this district manager and an apology from the store manager for this poor customer service.

I saw an advertised special: buy one, get one free, twin mattress set for $279.00. The two men working denied knowing anything about it and tried to sell me a more expensive set. The advertising included radio, TV and listed on their web site.

I wish I would have read the complaints before I purchased a SERTA PERFECT DAY $1,678.00 sale price mattress and box spring from Mattress Warehouse in Sterling Virginia. It has been trouble since we first purchased this mattress October 7,2006. AFTER MANY MONTHS OF CALLS to managers, Bed Check finally appeared in Feb.2007 and found our mattress was in fact defective. How silly, I paid a second $55 for the delivery of the replacement.

It was to be delivered on Tuesday Feb.27,2007. I took time off from work, I waited. The warehouse did not call to cancel the delivery. I decided to call to establish a time frame for delivery. Ricky the Sterling Va. store manager said OOPS we forgot to schedule. I said since it was not my fault, I would like my $55 returned. Ricky said no problem. He then rescheduled delivery for Friday March 2nd. They delivered the WRONG mattress! Now I have a Serta perfect day box spring with a HARD AS A ROCK Vera Wang mattress. By the way the Vera Wang mattress is also defective. The mattress is hard but it still sags to one side. Now I am waiting for the delivery of the correct mattress tomorrow.

I am skeptical after reading the complaints (which again, I am sorry I didn't read before the purchase) I wonder if this will ever be properly resolved. I paid $1678.00 for this headache. A new mattress that we really cannot use. Mattress Warehouse should remove the words Customer Service from their vocabulary and their ads. All of the complaints that I have read are true. I have also had nasty and sarcastic remarks from Ricky the Manager, unanswered messages left for the District manager John Holder. A call to Melissa, Customer service with empty promises, etc. I am not giving up.

$1678.00 + $55 for replacement delivery of 2nd defective mattress.

I bought a twin size bed frame and mattress accessories for my 2-year-old child. Upon delivery and install, the bed was found to be defective. The holes were double drilled which allowed the bed to wobble. They reordered new bed, and it was constructed same way so I asked for refund. I also wanted refund for accessories, trundle and other mattress. The one mattress I bought on the advice of salesman didn't even fit the bed frame; the other mattress was not delivered yet. They are refusing to refund any of my money saying company policy is no refunds.

As a result, I now have no bed for my child to sleep on safely and out $1000. Store manager also called the police to make me leave when I asked him to call corporate office. No charges were filed, and police did nothing because its a civil matter, not criminal.

I purchased a mattress on 11/10/06. They delivered it on 11/16/06. When they delivered it, I thought it didn't look like the one I ordered. It turned out they had delivered the wrong mattress. It took several calls for me to touch base with my salesperson. Their policy is no one (not even the manager -- if there is one) can handle your complaint. When I finally reached my salesperson, he told me they had delivered the wrong mattress, that the one I got was an upgrade and cost more money but I could keep it if I wanted to. I did not like the mattress they delivered; it had a much bigger pillow top than the one I ordered. Then after a few days he called me and said they would replace the mattress with one I ordered. They did this the second week of December. By the middle of January the mattress was coming apart at the stitches on the pillow top. It also was packing down very badly on the side I sleep on. I then called again, and they said I had to come into the store to start a complaint. I did that, and they faxed information to their service group. I finally heard from customer service on 2/3/07. They set up a time for an inspector to come out and look at the mattress. He came out on 2/20/07, examined the mattress, took pictures and measurements. He said I should hear from them within a week to 10 days.

I finally heard from my salesperson on 3/6/07. He said they would replace the mattress, that it was in fact defective. I asked for my money back, and he said they could only replace the mattress--not refund my money. When I was in the store to start the complaint, I looked around and could not see any mattress in the store that looked like the one I have. I think the mattresses they have on display are not the same as the mattress that they end up delivering. Because of this experience, I don't trust them to provide me with another mattress that is any better than the one they sent, and that I will just be going through this for a long time. There should be some kind of consumer protection against businesses that sell products and refuse to refund the money when the produce is defective.

The mattress is extremely uncomfortable due to the fact that it has packed down; you almost roll out of bed. My back and hips are hurting all the time, and they didn't before I got this mattress. I am going to have to get another mattress but would like to get my money back from this one, or at least a large portion of it. No one should have to go through this experience with a mattress that is this bad, so fast.

I purchased a new full-size bed for my little girl. It was delivered on time on 2/28/2007. It has the most disgustingly foul smell to it. I called the store and was told I would be contacted right away. It is now a week later, and I still have yet to receive a call. My little girl can't sleep on the bed because it smells so badly. I'm a single mom, and $700 is a lot for me to spend. We were so excited about getting a new bed, and now it's standing, propped up against the wall. We're just waiting for someone to please help us out. I wish I'd researched before I made this purchase. I have never been more unhappy with a company. I feel like standing outside the store with a banner stating "Don't buy here".

I think I smell a mouse! I am sure the offensive odor is rodent.

I purchased a mattress set from the Charles Town, WV, store on the 19th of February. I was told by the store Manager (Daniel Johnson) that I would have delivery on Friday the 23rd. He said the delivery driver would call my house after 8:00 AM to setup a 2 hour window of when the mattress would be delivered. That was fine with my husband and me. I have two young children who don't get up to early, and my husband is a stay at home dad so he gets as much sleep in the morning as he can. The reason I am stating all of this is because the delivery driver called my house at 6:40 am to deliver the mattress. My husband didn't hear the phone due to the fact he was sleeping, so by the time my husband got the message he called me, and I called the Charles Town, WV store to see if the mattress could still be delivered since I was supposed to have a call after 8 for my two hour window. I could not actually speak to anyone in the store until after 10:00 am since that is when they open. I was told they would try to work it out. After that I called the delivery driver and spoke with him, and he said he could not deliver the mattress because he had already re-routed himself to his next deliver which was over 100 miles away.

Needless to say I was not happy. To make matters worse, when I was trying to get everything taken care of, Daniel Johnson, the store manager, was not working on that Friday the 23rd. So I tried to call him on the following day, and he was in the Winchester, VA store. I spoke with him briefly (less than 3 minutes) to try to explain how upset I was and that I was considering not accepting the mattress; and he said "Let me call the warehouse, and I will call you back." I have yet to receive a call back from him; I even tried to call him a second time on the 24th in the evening and again on the 26th, and he again was not in the office. I am very unhappy with the service I received from Mattress Warehouse and the lack of concern from Daniel who is supposed to be the store manager. I have finally received my mattress on Tuesday the 27th. Luckily my husband was up and waiting the phone call, since we assumed the delivery driver would call again early-and sure enough he did. I hope something will be done to re-gain my faith in Mattress Warehouse.

My husband and I had just completed our addition of a master bedroom suite. We had new bedroom furniture delivered and we were ready to purchase a new mattress. We went to Mattress Warehouse on Jan. 10th, purchased a $1885.00 mattress and were told it would be delivered Sat. They called Sat. am and said it didn't make it on the truck; it would be delivered Wed. to the store--but we would need to pick it up. Not a huge problem because we own a truck. Wed. am they called and said it didn't make it on the truck so it would now be Saturday, but the way things were going, our sales person Leon was doubtful--and so were we. We decided to cancel our order, get the same mattress, same price across the street at Mattress Discounters which we did Wed. night and had the mattress Sat. am. Perfect service.

Our nightmare began with Mattress Warehouse with the refund process. Although they cashed our check for $1885.00 immediately, we were told the refund would take 3 to 6 weeks. I could not believe it, but a store employee said the way the deliveries are running you will probably get your refund before you would get the mattress; so we started the refund process. At the end of 3 weeks, I called the store and of course, they can't help and told me to call the Corporate Office. After numerous calls, messages--no response from corporate. I continued to call the Suffolk store to check on the refund, and they would call corporate and call me back. I heard every excuse you can imagine. Everyone kept telling me the check has to come from Maryland, like Maryland is a foreign country. I kept telling them, snail mail from Maryland is two days! Well sure enough at the end of the 6th week, the check was postmarked Friday 23rd, received on Monday 26th, 2 mail days. Overall the employees at the local Suffolk store were pleasant. However, the delivery process and refund process are horrible. I know if I had not hounded them I would still be waiting for my refund. Never ever again would I work with this store!

Without $1800 for six weeks puts a strain on paying bills on time!

I did not receive my mattress on friday the 16th of February like was promise by Dan. SO I called and Dan said he was going to found out what happened. I was not in the computor for delivery and that I was schedule for Monday the 19th. So I called Dan on the 18th to confirm and he told me his district manager was coming in today and he was going to take care of it. Well the manager never showed up. So I told Dan I either want my mattress by Tuesday the 20th or my money back.

I went into Mattress Warehouse on 4/5/06 and puchased a buy one get one free mattress and box spring set, plus an upgrade on their buy one /one free frame.Because I needed to get a split level boxspring I had to pay extra money for my queen size set. At the time I also paid $55.00 to have this furniture delivered to my house.

Around in November my husband notice that the box spring was pulling away from the frame on his side of the bed. I called the warehouse and was asked if the store had delivered the sets to my house and I told them yes ,after asking a few other questions he said that he would get back with me. Again I waited, after not hearing anything from them I called and explained my problem again, this person put me on hold and spoke to some one and informed me that I would be getting something in the mail in a few days. I did receive some forms in the mail in a few days from Sealy. They asked me to fill out these forms and send them back to them. When they decided that I had a problem they sent an inspector out from bedchek who informes them that the boxspring was defective.

After which I received a letter stating that I could either call or go back into the store to have my queen size split level boxspring replaced but I would have to pay for delivery. I called the store and spoke with Gil and ask him if I could have the delivery charge fee waived because I had already paid for the original delivery and that it was not my fault that some one was negligent. Gil said that he would get in contact with some one but that person would not be in until that Tuesday,and he said he would call me back on Tuesday after he talked with her. I waited until that Friday and called the warehouse again, at that time I explained my situation to Issac who said that he would call me back. ...

Christine was very adamant about me paying this fee because there delivery men had to be paid. This problem has not been resolved. ... My husband is soon to be 77 and I will be 75, we do not need this hassle. We went into the store in good faith and spent our money and would like for them to make thing right or give me my money back so that I can go some place else to get a decent set so that we can be comfortable.

We purchased a King sized Vera Wang pillow top mattress and headboard/frame in July 2006. At the time (we were told) they were running a offer No payment/No interest for 1 year. After we received and signed all the paper work the delivery date and the removal of our old mattress was set. Delivery day came, when the men came in they dropped the mattress in the middle of our bedroom floor, not even taking 5 minutes, they were getting papers ready for me to sign. I asked the gentlemen about the removal of the old mattress he informed me that was not on the delivery ticket and also wondering about the headboard/frame. His response was "I have no headboard/frames on my truck."

Within 10 minutes we were in contact with our "good buddy" Mario. Informing him of what had happened he insisted that he was unsure why they did not take the old mattress. ... To this day, we have received nothing.

I went in to Mattress Warehouse and picked put a pillow top mattress. I paid part of it in cash and part credit card--over $1,200. Delivery was on Friday, February 9, 2007. The wrong mattress was sent. I called the store, and the guy said he was sorry and would take care of it. I gave him my cell number because I was going to work; I did not hear back from him all day. So I went to the store and complained; a young guy was working, and I explained to him what happened and that I was unhappy. I either wanted my mattress that day or my money back. He said I will call you on the details. No phone call back.

So on Monday the 12th I called as soon as the store opened. The young guy said he is looking into it and would call me back. He called and said my mattress was going to be here on the 16th of February. I also called the District Manager and customer service over a dozen times and never a phone call back. I want some of my money back for the problems I had to go through. I could not even sleep on the wrong mattress; it was like sleeping on a board. I slept on the sofa.

On 3/24/04 I purchased a Serta royale mattress and box spring set from mattress warehouse with an in-store credit issued as the result of a warranty claim relating to another defective bed I purchased there. In August of 2006 I contacted the store to complain that this mattress was sagging. They sent out a person from Bedcheck who by the way was extremely sarcastic, telling me that people spend way more than I did (1100.) and acted as if their complaints were more important than mine. He informed me that there was nothing wrong with my mattress but only the box spring was defective.

I don't believe that his opinion can possibly be unbiased as the store claims as he is employed by them. I also don't believe it is possible to verify that the inner structure of the mattress is defective when there is no weight on it.As a comparison, a flat tire is only flat when the weight of a car is on it, when raised it looks like the other three! When I asked him about the obvious deformity he told me it had to do with the foam in the mattress which is not covered however there is no such statement in the warranty supporting that.

He finally informed me that I would receive something in writing stating what the store would do, however after 6 months I have received nothing. As I stated above, I did have a prior warranty issue with another product purchased at the same store which was only settled after contacting the Attorney Generals office/consumer protection division for the State of Md.

While I am aware of the fact that they don't give cash refunds, I have given the store two chances to supply me with a bed that will actually last the ten years that is stated in my warranty but so far they haven't been able to do that. Apparently the items which they sell for $1100.00 only last an average of two years and I don't want to go through this again two years from now. As for their statement about customer satisfaction, their service number has a recording/voice mail, no one ever calls back, the store manager refuses to give me the number to the district manager, the one time that I did actually speak with him, he was very arrogant and informed me that if I used profanity during the course of the conversation he would void my warranty altogether!

I purchased a twin mattress and a Queen Serta Genesee Mattress on 9/02/2006. The receipt does not give a breakdown, so I'm not positive what we paid for the Queen Mattress; but the total of everything with the tax was $1239.00. We did not purchase a box spring for the Queen because we still had the old box spring from the last Queen mattress we purchased from Mattress Warehouse. Within a few months we noticed a sagging on both sides. It finally got so bad I called, and they told us to bring the original receipt to them, so we did. They sent an independent company called Bed Check. He examined the mattress and found that both sides were sagging 2 inches. It is so bad that you cannot roll from one side of the bed to the other; you just roll right back into the 2 inch sagging body impression holes. You can see the sags when the bed is made and it's so bad that our cats have made it there new favorite place to lay--in the sags!

Today, February 8th, we just received a letter from Mattress Warehouse that says that our 10 year warranty is voided because Bed check says our mattress or box-spring is not properly supported. They did not give specifics, so really is it the mattress or box-spring? We don't know. This mattress is so defected; it has the same support our last mattress of 6 years had, and now our daughter is sleeping on that one. They said sorry and gave us a 50% off certificate towards another mattress. We don't want the certificate; we want to have this defective mattress replaced. We don't want to pay for half a mattress to replace this one. It's like throwing money away. I read many of the complaints on this site about sagging mattresses they purchased from Mattress Warehouse, and it sounds like if we want to get our mattress replaced we will have to take them to smalls claim court. Some of the complaints show that they have been dealing with this for almost a year and still don't have anything resolved.

I put in a call to the number on the letter today, had to leave a voice mail, but wonder if I am going to get a call back. If they don't feel that they are responsible, why are they giving us a 50% discount coupon? Maybe they know that they are responsible, and there are a certain percentage of their mattresses that come out defective. They just don't want us to pursue this. We are 50 years old, and have had a lot of mattresses in our 28 years of marriage, but never have we seen anything like this. I don't get the 10 year warranty thing. Is it just a scam? I wonder if I should take Mattress Warehouse or Serta to small claims court?

My husband just had a hernia operation, and it has been very difficult for him to get in and out of bed. I have been waking up with a stiff back and neck. This "new" mattress needs to be thrown away.

I bought a mattress and did not think that it was comfortable after receiving it. I was not informed that I could not exchange it once I received it. So, I have been trying to call the District Manager to get an ok to exchange it and pay the additional. He will not call me back. All I want to know is if I can do it or not, but he won't call me back. One would think that they would be interested in exchanging my mattress for a more expensive one, which is what I was going to buy. Bottom line: Do not buy from Mattress Warehouse. Once they get your money, they don't want to have anything to do with you after that.

I had to purchase a mattress from another store and pay full price. Meaning: I lost the money that I spent for the mattress at Mattress Warehouse.

We bought a Flush Pillowtop Mattress(1145$) from the warehouse shop at Chantilly three weeks ago. It was delivered on the first Saturday but it was wrong mattress. Within 15 Mts we informed the store manager. He apologized for the mistake since he had written the wrong skew. Then he said he faxed the correction to the Main office and said that he would see that it is delivered the next Wednesday. It did not come.

Then we had to call the head office and the customer services lady said that she has arranged for delivery the next Tuesday. It did not come. Again we had to call the store and the Head office several times. It took four weeks to deliver the mattress i.e today. All the time, they would not deliver before 3.00PM and my wife had to leave her work and wait. The store manager also did not bother to call us and tell us that the delivery would not be made on each occasion.That would have saved my wife from taking the time off. It was virtually a customer harassment and instead of service.

I wrote to you earlier about my complaint. I took matters to my local police department, which was very helpful, gave me some advice how to handle this. So I go to the store and spoke to SAM and told him that I was at the police station. This was the proper channels that I had to follow:

1. keep records of contact

2. give another time and date of delivery (one more chance), if did not receive

3. go to the local magistrates office and have a hearing in front of District Justice (after hearing)

5. contact the credit card company and file a dispute.

After telling Sam this is what I was going to do, I received the rest of my order completely. It took me 11 weeks to get this done.

I ordered a Sealy king box spring on December 28th and was told it would arrive the following Wednesday. I went to the store to pick it up on that Wednesday and was told that the warehouse must have been doing inventory because it did not arrive on their truck. Joe assured me that it would be here the following Tuesday. I couldn't get to the store on the following Tuesday but was able to get there that Thursday. Once again I was told that the box springs had not arrived and they apologized.

They offered me $50 off if I could have a little more patience and wait until the following Tuesday. I agreed. Tuesday - once again no box springs. I indicated I wanted to be refunded and was told that I could not get a refund until the store manager came back to work in two days. That's tomorrow - we'll see if they deliver on that promise.

We purchased a Serta mattress on October 28, 2006 from Mattress Warehouse Rockville MD. It was delivered on November 4. After it was installed we noticed a mold smell, we could not remove the smell even after cleaning all the bedding and determined the mattress was contaminated. We called Mattress Warehouse on Nov 7 and talked to Jack P. We told him our problem with the mold and he said it was 'chemicals from the foaming process and this will go away'. We informed Mr. P that his statement was false, that polyurethanes are formed be reactions of isocyanates with water to release carbon dioxide which has no smell.

We asked for a complete refund or a replace, we were told that 'its our problem, we signed a statement when the mattress was delivered and stated the mattress was in good condition.' I sent a written fax complaint the next day. My wife called in and was told to talk to corporate headquarters. We called corporate headquarters 3 times and left 3 messages for Mr. John G, district manager. Our calls were never returned. We sent in another faxed complaint. we called Mattress Warehouse and Jack P told us he never had a mold complaint with any of his mattresses ever.

I told him to Google Mattress Warehouse and complaints and he would find numerous complaints of mold in the DC-MD-VA area. Jack P then admitted, 'I meant no mold with the Serta mattress.' We were then told Mr. Bedcheck would come to investigate the mattress, but first we needed to fill out some forms. We were initially told that these forms had to be mailed, and we would get them in a few weeks. They had 'no policy of faxing forms'. I sent in a fax requesting the forms to Mattress Warehouse and the forms were faxed to us. We returned the forms in by fax.

In these forms, Bedcheck requested that we use rulers and tape measures to measure the size of the bed and its sag. This has nothing to do with the mold smell that was so bad we moved the bed to our garage and sealed it in plastic bags and duct tape. Before Mr. Bedcheck could arrive, we were called by Jack P and told a replacement bed would be sent.

This replacement was also mold contaminated. We noticed less of a smell, and were told this smell was due to flame retardants (not foaming agents this time). The flame retardants claim was another lie, Flame retardants commonly used on bed are PBDE's. Polybrominated diphenyl ethers have vapor pressures less than 10-6 Pa at 25 deg C, well below the threshold for human detection (J. Chem Eng Data, 46(2) 239-242, 2000). The 2nd bed was delivered on a cold day and once the bed warmed up it also was clearly mold contaminated.

Unfortunately on good faith we believed mattress warehouse that the smell was flame retardants and not mold and would not be a problem. We disputed the charges with our credit card company. Our credit card company refunded us the money when we disputed this charge for a defective product. We sent a FedEx to Mattress Warehouse and gave them 2 wks to remove the mold contaminated mattress, they never called or came and the mattress was removed with the trash on Jan 2.

The mold contaminated our rugs and furniture, we are still going to great expense to clean up the mess. We did recover the cost of the mattress from mattress warehouse.

I'm having trouble with my replacement mattress for the Simmons Beautyrest Alana king-size pillowtop mattress. We purchased this mattress in June of 2004 and after sleeping on it for a year, it started to sag in both sleeping areas. We waited until this summer to speak with the salesmen at the Mattress Warehouse in Salisbury, MD, where we purchased your mattress. We filled out the warranty claim form and had a representative come to our home to see if the mattress needed to be replaced. After two weeks, we received confirmation that the mattress was faulty and would be replaced; we would be able to get a new mattress that was 70% of the price we had paid (which was over $2000).

We picked out a mattress over two weeks ago and was told that it would be delivered on Tuesday, November 7. I stayed home all day waiting for the delivery truck to call or show up. At about 3:00 PM, I called the Mattress Warehouse and asked why they hadn't called. Mario said that he would call the truck and call me back. He called me back about 20 minutes later stating that they cannot locate the truck and that he would call me the next day to reschedule a delivery date (Delivery date #1 - failure). On Wednesday he called and said that the mattress would be delivered on Saturday, November 11 between 11:00 AM and 2:00 PM. That was fine since my son had his playoff soccer game at 3:00 PM.

I received a phone call from the delivery guy at around 8:45 AM that Saturday morning stating that they would arrive sometime between 4:00 and 7:00 PM. I told him that Mario said that they would come between 11:00 and 2:00 PM. He said that he hates it when the store tells people what time they would arrive since the delivery guys make their own schedules. I explained that the earliest I could be at the house was 4:15 PM. The delivery guy said that he would call me when he left his last stop in Delaware. He called at around 3:30 PM while I was at my son's soccer game. I told him that I would call my neighbor and see if she could get the spare key and let them in. After calling her, my neighbor said that she could not locate our spare key. I told her to tell the delivery guys that I would arrive by 4:15 PM if they could just wait a few minutes. They arrived around 4:05 PM, according to my neighbor. She said that they said they could not wait for me because they had to be somewhere (Deliver date #2 - failure).

I called Brandon at the Mattress Warehouse as soon as I arrived home that Saturday. I expressed my dissatisfaction with this whole process and stated that I did not think I should have to pay the $55 delivery charge when his company messed up twice. He said he would speak with Mario and call me back on Sunday. NO call back on Sunday. I called on Tuesday and spoke with Mario again. He said that he spoke with his district manager and that he would personally make sure that my mattress was on the truck for a Thursday, November 16 delivery and that he would ask about the $55 delivery charge refund. Thursday came and went with no mattress (Delivery date #3 - failure).

The mattress was slated to be delivered today, Saturday, November 18. I received a call this morning, while my husband was having knee surgery, that the mattress would be delivered sometime between 2:00 and 5:00 PM. At 4:30 PM, the delivery truck arrived knocking over our pillar landscaping on the side of our driveway. The delivery guys made no mention of doing this after coming to the door, so I asked if they were going to fix it. He said that he would on his way out. They brought in a mattress and as they where walking it up the stairs, I asked if that was a king since it looked a bit small. The man said that it was a queen and that's what his papers said.

I called Mario immediately and told him of the latest chapter in the mattress saga. Of course the delivery truck did not have a king size mattress on their truck (Delivery date #4 - failure). This entire fiasco is completely unacceptable. I'm not getting any results.

I purchased two mattresses. They were delivered today without the box springs and did not fit the bed even after our sales person assured us that the mattresses would fit the frames. The width on the beds is 41.75 inches which was clearly stated at the time of payment, while the mattresses delivered are 37 inches wide, thus there is a gap of 4.75 inches between the mattresses and the frame. It does not work. The box springs, which were the incorrect size as well, were not delivered.

I have visited the store four times to request removal of the wrong size mattresses and delivery of the correct size, or to provide me with a refund. There has been no positive response to correct the situation.

No one will help or return telephone calls. Sent a letter on 9/29/06 to customer service regarding problem with twin mattresses purchased at the Severna Park Store of Mattress Warehouse - requested customer satisfaction. Part of letter below: When I originally purchased mattresses for my son's room, I was rushed and under a lot of pressure due to his illness. I told the salesperson my situation and maybe that is why he labeled me as a sucker. I wasn't looking for the most expensive, but something sturdy and cost effective.

The mattresses that were purchased were at the recommendation of the sales rep. He stated that he had the same ones in his home. Looking back, I must have been the sucker paying 600 for two twin mattress with no box springs. The mattresses were not what I expected (sturdy wise) and the box springs that we had apparently were not in good shape and should have been replaced. Therefore, I went back to the store and inquired about getting box springs and was told that they don't just sell box springs and that my warranty was probably voided since I didn't purchase box springs at the same time as the mattresses.

I want it noted that I was never told that information when the mattresses were purchased and why would I pay so much money and then not have a warranty. I have neglected writing this and completing my warranty information due to our crazy schedule with our son's medical condition. I honestly feel that I was taken advantage of and think the operations at the store are like a used car lot. I guess I should not have thought that your representative had any compassion. The store was close to our home and with time being of the essence, I thought I would try a neighborhood business.

In honestly and good faith, I am requesting your assistance in making these mattresses correct. I just don't have the money to start over and shouldn't have to. I would rather not go into the store again due to my bad experiences and was hoping that the home office could rectify this matter and help me get some satisfaction. I have attached a copy of my sales receipt and look forward to hear from you in this important matter. I did call on 10/31 to get an update and spoke with Melissa who said she was the customer service manager. She remembered getting the letter but lost it. I faxed a copy of it to her and requested that she give me a courtesy call the next day to confirm she got it and what could we do. She never called and after many messages left for her, she has not call back nor will take my call. They screen the calls and its a no win situation.

My poor 8 year old is now asking for a new bed for Christmas which is sad as can be. I just got him new ones and spent a lot of money. The one mattress is starting to sag in the middle. My son has major medical problems (stroke and heart transplant) and weighs less than 50 pounds. You would think that the mattress could hold up. My son has been through enough in his young life to have to worry about asking for a bed for Christmas.

We can't even use his bed tray on the one bed because the bed in not level and the tray does not lie flat. I am just sick to my stomach how they treat you (the store and the customer service department). The sad part, I have a feeling that I am screwed and will just have to start saving up money again to purchase him another bed(s). Little man will have to make due until that time or we get get Mattress Warehouse to take some responsibility. They shouldn't be able to operate like that.

I purchased a Sealy mattress on 10/22/06 at the Mattress Warehouse store on North Frederick Rd in Gaithersburg. I advised the representative that I wanted the mattress that Tuesday but he said that he could not get it delivered to the store until that Wednesday and that I would have to pick it up. I agreed to pick it up at the store on Wednesday evening. On Wednesday when I went to the tore I was told by another representative that the wrong mattress was delivered and he began to lame the warehouse for sending a queen mattress and a full size box spring.

The representative apologized and said he would give us an upgraded mattresses which was $150.00 more at no extra charge and that it would be delivered on Friday morning (10/27/06). I asked the representative for an approximate delivery time and was told that it would be after 9AM and that I should be the first stop on the delivery route. On Friday there were no calls and no delivery. I called the store at 12:23 PM and was told that the delivery was scheduled for between 7:30AM and 10:30AM and that no one was available at the house. I told the representative that no one called the house and no delivery was attempted and that I was at home during that time.

I offered to go to the warehouse to get the mattress but was again blocked. I was told that it would not be possible as the truck had to return to the warehouse and unload and I would not get the mattress until another date. At the same time he was unable to provide me with a new delivery date.

We purchased a brand new King-size Stearns and Foster Franklin Park Mattress set for ~$2250, at the Route 40 store in Frederick, Md. It was delivered on 9/20/06. We did not receive a warranty card and was told one would be sent to us. We haven't received one yet. On day of delivery, we noticed that one of the box springs was broken. We drove to the store same day and submitted a claim with Brad. He told us that it would not be a problem and we would hear back in a few days. He would not provide a copy of the claim form and took my original receipt. We called several times over the next two weeks and were told that they would check status and get back to us. We never heard back.

Finally, on October 2nd, I called and Dennis (the original salesperson) told me the claim was rejected but could not provide a reason. He told me to call Mattress Warehouse customer service. I've left several messages with no response. On October 9th, I drove to the store to speak directly to Dennis. He again said it was rejected and told me to call customer service. When I told him they would not return my calls, he offered to file another claim. He was unable to find my original receipt and made me another copy.....warranty says you need original. And he told me my warranty card was mailed to the corporate office and I should receive it, but it has been several weeks. I believe the salesman is trying to be helpful (but not sure if it is part of the industry game), and I believe the Mattress Warehouse policies possibly prevent him from providing the support a customer deserves. As we sit today, we still have a broken box spring. My phone calls to Stearn and Foster have not yet provided any help.

Originally, I was told that they would take care of it, but after a week of no response, I called again and then was told that the warranty is up to the store and that they won't back it up. I filed another claim with S&F today (10/10/06). We were wary of buying a new mattress because of all the negative stories of the industry....and now we are experiencing it from a company who supposedly prides itself on customer service.

I purchased a $2250 mattress with no apparent warranty, even though it is suppossed to be 10-year. But if they don't back it up on the day of delivery, what will they do down the road? I would like a full refund as I no longer trust their warranty or service.

I purchased a Sealy 125th Anniversary Plush Posturpedic Mattress set on 9/2/06 for 599.99 and a bed frame. I was suppose to bed delivered on 9/8/06. I did not arrive and nobody called to notify me. I called them back and they told me the mattress had would arrive at the warehouse on 9/8/06 and delivery would have to be rescheduled. Delivery was rescheduled for 9/17/06. I had a relative stay at my house all day to wait for my mattress. Two men came to my house on a rainy day with a slightly wet and dirty mattress. When I arrived home I noticed it was the wrong mattress, it was a pillowtop mattresss.

I immediately called the Glen Burnie store. The salesman I talked to told me I could keep the pillowtop mattress. I told him I did not want the pillowtop mattress, which I had specified to him before, I wanted the mattress I had purchased. On the day I purchased the mattress set both sets were on sale the plush set for 599.00 and the pillowtop set for 499.00. I paid for the plush set and received the pillowtop set. I have called the store and talked to the same salesman numerous times and all he says is I have to check with the warehouse, you will be the first to know what happens, and I will call you back when I here something. I has been about 2 weeks now and I still have the same wrong mattress that I paid more money for and NOBODY WILL HELP ME!

We purchased a mattress in January of 2006. The salesman tried to charge us $600 more than a competing Mattress Warehouse store. Then, in September of 2006 my husband started complaining that his side of the bed was sagging. We called Mattress Warehouse and they stated they would have to send an individual company out to test the mattress. The company did come out and agreed that the mattress was defective. We received a letter from Mattress Warehouse stating that the mattress was defective and to please call our local store to set up a delivery.

I called the local store and they set up delivery for the following Wednesday. Therefore, I agreed to stay home from work in order to receive my mattress. I was supposed to receive a call from 7-9 stating when the mattress would be delivered. At 10:00 I had received no phone call. Therefore, I called my store and he said that there was no way he could check as he did not have his order list from the headquarters yet. I asked There is no way for you to call and ask? His reply was no. I asked him What about the Main Customer Service Number in Frederick? Can't you call them? He put me on hold and tried, and said, sorry, no one is picking up. Therefore, I called the main office in Frederick and after being transferred to about 10 people (it is 12:00 by this time) they stated that I was not even on the list of people who was supposed to receive a delivery.

I called my store back and re-scheduled another delivery for Saturday. He said no problem. He would schedule the delivery for Saturday. Saturday rolls around and again, no delivery. When we called the store, the salesman stated that sometimes certain areas do not receive deliveries on Saturdays. My husband then stated that this was the second time this has happened. The salesman could have cared less.

Please see report filed with Consumer Affairs on Sept. 1, 2006. The saga continues. Mattress Warehouse would not refund, we still have a dispute on file with the credit card company. I never heard from the district manager, John Holder, after 6 attempts and messages left. I finally gave up and just had them deliver a new mattress. Again, upon examination, the bed us flawed. A 1 1/2 inch gap between the binding and the mattress cover. I called Matress Warehouse, and, also showed the deliver person. Also, called Sterns & Foster direct, they said we would have to deal with the retailer.

The first mattress also had a defect in the side of the mattress, something protruding all the way down the right side of the bed ( also showed that to the delivery person. I just got off the phone with Ricky at Mattress Warehouse, he said they would deliver another mattress. I do not want another mattress, I want a refund. I have no faith in Sterns & Foster or Mattress Warehouse. The only thing I have going for me is the dispute I have filed with the credit card company. Otherwise, I am convinced I would have to live with the situation. We paid $2362 for this problem.

On June 29th,2006 I purchased a simmons beauty rest mattress, box spring, and a charleton headboard and footboard for the price of 2781.44. I finally received my mattress, boxspring, and headboard only after two weeks after the promised delivery date. What ensued after the 14th of July was promised delivery dates and no shows. Finally on the first week of Sept. I receive a call that they would deliver my split queen boxspring as the previous one would not fit up my stairwell.

One individual showed up at my house, delivered the box spring and refused to remove the old boxspring because according to the manager Ken of the Hanover store I had not paid my 5.50 dollar removal fee! I then got in my car and went out to see Ken who said when I arrived I am sorry you did pay it but we cannot come out to pick it up now. You will have to schedule a date with our delivery service to arrange for it to be picked up.

I asked Ken to get his boss on the phone which he flatly refused. What ensued after that for close to three weeks involved daily phone calls to customer service to have someone pick up my old box spring. Supposedly someone is coming by today to do just that. If better buisness burea does monitor activities such as this what is being done about these numerous complaints?

Due to two bad backs, we were shopping for a new mattress. Upon entering Mattress Warehouse I asked Rickey ( the salesman) about Select Comfort. he said they no longer carried Select Comfort due to warranty issues and bladder problems. Started his sales pitch for a Simmons or Sterns & Foster. We purchased A Sterns & Foster at $2362. It was delivered on 8/16/06. The bed was flawed upon examination. I called Rickey and he said he would get us another one in a few days. I stopped in a Select Comfort Store and found out they never carried Select Comfort.

I called Rickey back & told him what I had found out and why the misrepresentation. He said he had heard that thru the ranks. I immediately called the credit card company and disputed the purchase. I called Rickey again and told him we wanted the bed picked up. He said they do not refund and gave me a number to contact customer service. Good Luck! After leaving numerous messages, I finally reached customer service and was told to contact the district manager, John Holder. I have left 3 messages for Mr. Holder. To date, no response. At this point, in order to get rid of the bed, looks as if we will have to contact an attorney. So much for customer service.

Being a realtor, time is economic damage. Not to mention our backs.

I bought a Queen-size Serta Perfect Sleeper Nightfall Mattress and Boxspring (junk!) with Free Frame and 10-year warranty from the Mattress Warehouse located at 10165 New Hampshire Avenue, Silver Spring, MD 20903 for $630.00 on May 22, 2003. On June 24, 2004 I filed a claim (repeated this step twice 8/2/04 & 8/11/04) that the mattress was sagging terribly causing back pain, bed technician came in October (he said his first time seeing a box spring sag too), received new (same type) bed finally (4 1/2 months after initial claim) on November 9, 2004.

In October 2005, I filed another claim because again the mattress was sagging (the manager of the store said the previous bed may have been a lemon). The bed tech man was scheduled to come to my house but an emergency prevented me from arriving to the appointment. I called and he said to contact the store. The manager in the Greenbelt store made several attempts (after I called several times) to contact customer service, but said it would probably be best if I start the process again (after leaving 7 messages with the so-called customer service person Kim and the so-called district manager John Holder ext#304 during the entire month of January 2006). Filed the same claim again (which got lost again) on January 31, 2006.

We purchased a Serta Perfect Sleeper nightfall mattress from them in January 2003, which included the frame. By July 2004 the mattress was sagging and there were deep body impressions on both sides. We are not large people (195 lbs& 140lbs) so we went back to mattress warehouse to get our mattress replaced since it was under full warranty. They called Bed Check to come out.

After waiting 3 months they finally contacted us. The person who came to measure the bed told my husband it had a 2 impression on one side and a 1.5 impression on the other. Which according to the manufacturer warranty was grounds for replacement. We recieved a letter back stating that there was nothing wrong with our mattress and it would not fall under manufacturer warranty. We complained and they told us we couldn't file again for 6 months. We just put in the second claim this past month and received a letter stating our mattress was not properly supported (it is the same frame they sold us with the bed). Now we are going to try and fight to get this mattress replaced.

Since this mattress has sagged my husband has been to the hospital twice with back and kinked neck problems (he's only 38 and in good shape). I have to sleep supported by pillows to keep from sinking into the hole and wake up with back aches every morning. I would highly recommend not purchasing from this company.

I purchased a $1,300 Serta mattress with a 10 year warranty on 11/28/04. Within the first year the mattress started sagging, and then collapsing to one side. I went in to the store to discuss the defective mattress. The sales person entered my receipt # and said he would put a credit for the $1,300 set on my credit card as soon as the Bed Check person came out, which was just a formality. I said great, and purchased a replacement set for me ($2,000) and another set for my daughter for ($900).

I received a letter from Mattress Warehouse with instructions to measure the bed and fill out the form. I filled out the forms, met with the Bed Check rep, and he even commented that the bed was obviously collapsing to one side.

Then I received a letter from Mattress Warehouse stating "We were recently notified of Bedchek's report regarding your warranty claim. According to them, no defects were found in your mattress or boxspring, and the vendor, Serta, will not accept this merchandise back".

Now I have $4,500 worth of beds in my condo, none of which truly has a credible warranty, and one that has been leaning against my bedroom wall for 6 weeks.

Approximately 6 months ago we purchased a bed from the Mattress Warehouse, Charles Town, WV store. They sent two men out to deliver the bed, including the frame. They set the bed up, removed our previous bed and left. The mattress soon began to sag measurably (this was a $1700.00 mattress) so we called the store and, since the bed was still under warrantee asked that it be relplaced. It should be noted here that my husband weighs 189 lbs and I weigh 130 lbs. We were advised that an independent company called Bedchek would come to our home to assess the situation. Bedchek advised Mattress Warehouse that the frame was broken and indeed was of insufficient quality to support a king size bed (we purchased the frame from Mattress Warehouse). A new frame was deliverd and installed by Mattress Warehouse.

After a period of two-three weeks the situation had not improved so again we called Mattress Warehouse and asked once more that the bed be replaced. Once again Bedchek came to our home and decided that the mattress was deficient. Kim in the Frederick, MD store called me at work and stated just call the Charles Town store and they will set your delivery up. We did, and were told that a new bed would be delivered the following Friday. I took the day off work and waited. I called the store at approximately 4 pm and was advised that your bed was delivered to the wrong family and deliverey was scheduled for another date. Again I took a day off from work and waited. I called the store and was advised that your bed is out of stock and is on back order. Several other delivery dates were scheduled.

Following are some of the excuses/lies we received. We changed managers in the Charlestown store, he was an idiot but I'm (Mike) here now and I'll take care of you. You will get your mattress but it's on back order as they don't make that model anymore and on and on and on. More lies followed. We filed complaints with the owners of the company via FedEx three months ago. We have copies of everything we sent - we are still awaiting a response.

My husband and I are not ambulance chasers but we are not about to let this situation go. We fully intend to seek legal council and if neccessary we will pursue this matter in court.

My husband survived a severe stroke five years ago. He has trouble sleeping on a good bed. This bed is defective and is not lending itself to helping him sleep. We have both missed work because of promises that Matress Warehouse made and didn't keep a total of five days. This situation has created tension in our home which has resulted in more sleep lost. The company who advertises Sleep Happens obviously has not slept in our bed.

On March 29, 2006, I had a mattress delivered to my home from the Mattress Warehouse in the City of Fairfax, VA. The mattress is a Sealy Posturepedic Engagement brand mattress, which cost me $1,047.90. My fiancee and I had laid down and sat on the mattress at the store on the weekend of March 26, 2006, and we thought it was a nice mattress. However, when the mattress came to our home, we were shocked because it was much higher than what we had sat on at the store.

I am a petite person, and I was able to sit on the mattress at the store with my feet on the floor. My fiancee was home when the mattress arrived, and he called me at work to tell me that the mattress was quite high. (By the way, the purchase was made in my name and my credit. So does the fact that I wasn't here to sign for this bed help me at all?) When I came home and looked at the bed, I saw that the mattress was about as high as my chest. Being a person who suffers from pain caused by an automobile accident, I did not consider it feasible for me to climb or hop up into such a tall bed. Moreover, when I did sit on the bed that they delivered, my feet were more than a foot off the floor--in other words, this scenario equates to an accident waiting to happen.

If I got out of that bed in the middle of the night not remembering that it was so high, I could fall and get injured. Therefore, my fiancee called the store and spoke to a sales associate named Josh. He said that we would have to pay the penalty fee to get the shorter box spring. I also called Josh, and he was very rigid and abrupt and unhelpful in his attitude about the situation. He had no concern about the problem that this mattress was for me.

I explained to him that I slept on my couch the night before because I wasn't taking a chance of getting hurt because of that mattress. He was no help, so I asked for the phone number and name of the District Manager. When I called that number, it had a voice message listing the name of different District Managers' and their extension numbers. I called every single one of those numbers, and there was no answer by any of those managers. I also called the customer service phone number, and there was no answer at that phone number either.

Thus, I took off work on March 31, and my fiancee and I went to see John, the store manager, and told him that the bed they delivered on March 29, was not at all what we were expecting based on what my fiancee and I had sat on and laid on at the store. I said that I don't think this is the same mattress. He replied that it is the same mattress. I continued to explain to John how high this bed was for me and the potential danger it could be to me, especially considering my back and other problems from a car accident. I also said that I've been sleeping on my couch. He had no concern for me whatsoever. He just abruptly replied that there was nothing he could do about it and that if I wanted a shorter box spring, it would cost me $160.00 plus $53.00 for a delivery charge.

I replied: "Why should I pay for a different box spring? I paid about $500.00 for this one! And I called you about the problem on the same day that the bed was delivered. The bed delivered was not at all what we were expecting based on what we experienced in the store. Your customer service guarantee on the Internet says that a person can exchange or get a refund on a mattress 'if within ninety nights of use you are not satisfied for any reason.'"

He replied, "We don't have an Internet site (a lie), and we don't give refunds."

We purchased a Stearns & Foster king mattress set in January 2005.

Within a few months we noticed sagging and filed a warranty claim with Mattress Warehouse. An independent contractor came to our house and measured the mattress and told my husband we were in the warranty limits. However, we received a rejection notice from Mattress Warehouse, and upon a written request for a copy of the report, we received another letter indicating we could not receive a copy and could refile a claim after 90 days.

Therefore, in September 2005, we refiled a claim. After a month of not receiving the paperwork, I went back in to the local store to check the status, and they said they would follow up. Again, after about 6 weeks and not receiving paperwork, my husband went to the local store in mid-December to complain and find the status. A gentleman was helpful and followed up with customer service at the Corporate Office and we received the paperwork within two weeks. We filled out the paperwork and returned it to the Corporate Office on December 23,2005.

After no response to schedule an appointment to measure our mattress after a month, we tried repeatedly calling the Customer Service representative in the Corporate Office Warranty Claim dept (Melissa) and left several messages. After no return phone calls, my husband called and left a message with the District Manager (John Holden).

We received a voice mail back from him saying to call Melissa (the same person who is not returning our calls). So my husband called the District Manager back immediately and left a message indicating Melissa is not returning our calls, and we have not received a return phone call from him after that either.