Complain about a product or service

Mattress Warehouse

Barbara of Wilmington DE (11/05/07)
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.

Laura of Washington, DC November 5, 2007

Laura of Washington DC (11/05/07)
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.

Brenda of Lusby, MD October 2, 2007

Brenda of Lusby MD (10/02/07)
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.

Damaris of Falls Church, VA September 24, 2007

Damaris of Falls Church VA (09/24/07)
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!

C of Frederick, MD September 18, 2007

C. of Frederick, MD (09/18/07)
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.

Judith of Richmond, VA September 17, 2007

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