Complain about a product or service

Mattress Warehouse

Linda of Ocean View DE (02/05/08)
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.

Konstantin of Alexandria, VA February 5, 2008

Konstantin of Alexandria VA (02/05/08)
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!

Melissa of Fairfax, VA January 15, 2008

Melissa of Fairfax VA (01/15/08)
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.

Beverly of Mechanicsburg, PA January 10, 2008

Beverly of Mechanicsburg PA (01/10/08)
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??

Andrea of Nassau, DE January 10, 2008

Andrea of Nassau DE (01/10/08)
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!

Mahbood of Sterling, VA January 8, 2008

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