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Mattress Warehouse

Here's how Mattress Warehouse describes itself:

Mattress Warehouse was first opened in 1989 in Maryland. Our first full-time salesman for Mattress Warehouse is still with the company and has since been promoted to district manager! The first Mattress Warehouse store was a mere 1200 square foot area, and the first warehouse was simply a self-storage locker located in Frederick, MD. We have now grown to over 150 locations, and are well on our way to becoming the largest sleep chain in the industry. We are even able to offer customers the convenience of buying a mattress set, sleep accessories, and furniture-related items through our online store. For over 20 years, Mattress Warehouse has made our customers-our number one priority. Call us at 1-800-Bed-Sale or visit us online at www.SleepHappens.com.

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Bethany of Elizabethtown PA (02/23/08)
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.

Linda of Ocean View, DE February 5, 2008

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

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