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Ronald of Moneta VA (04/30/08)
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. James of Harrisonburg, VA April 27, 2008
James of Harrisonburg VA (04/27/08)
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. Michelle of Gainesville, VA April 12, 2008
Michelle of Gainesville VA (04/12/08)
Our 2 year old, Stearns & Foster king mattress set has deep indentations of at least 2 inches in each side. This mattress has a 10 year warranty against defects and was supposed to be a high quality mattress. In January 2008, I was advised that I should submit a warranty claim online. A representative visited my home and while I was out of the room tending my baby, the represented measured the indentations and advised that he didn't need me to be present. My claim was denied. I am appealing the claim and would like to have a representative revisit my home to remeasure and to show me how he arrived at his measurements. In checking further, I have since found that others had the same problems with this style of Stearns & Foster mattress purchased in the same time period. I hav contacted Mattress Warehouse but am being ignored.
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. Linda of Chantilly, VA April 3, 2008
Linda of Chantilly VA (04/03/08)
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?
Linda of Chantilly, VA April 3, 2008
Linda of Chantilly, VA (04/03/08)
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???
Thierry of Purcellville, VA April 3, 2008
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