Complain about a product or service

Mattress Warehouse

Von of Littlestown, PA July 4, 2009

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.

Kathy of Alexandria, VA June 13, 2009

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.

Chad of Arlington, VA June 5, 2009

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.

Gurucharan of Springfield, VA May 31, 2009

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 didn’t 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 don’t hear from you in 10 business days we will take legal course of action.

Cindy of Evington, VA May 22, 2009

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.

Matt of Columbai, MD May 21, 2009

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.

Ava of Falls Church, VA May 19, 2009

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.

Rosie of Orlando, FL May 14, 2009

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. Does the mattress sag - Yes Is the mattress soiled - No Is the a body imprint on the mattress - No 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.

Charlene of Louisburg, NC May 13, 2009

Arrived to this location to purchase a mattress set for my brother and law. The young sales man that was helping me was super professional but the store manager Janita was unnecessarily rude, curt, abrupt and down right nasty in manner. 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 Bitch (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 pissed!

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.

Princess of Raleigh, NC April 28, 2009

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.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2003-2009 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.