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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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Mattress Warehouse subscribes to Isertive® Instant Response, a ConsumerAffairs.com service that provides businesses with timely alerts when consumers file complaints or comments, enabling them to respond quickly and effectively.
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Joe of Olney MD (01/12/07)
We purchased a Serta mattress on October 28, 2006 from Mattress Warehouse Rockville MD. It was delivered on November 4. After it was installed we noticed a mold smell, we could not remove the smell even after cleaning all the bedding and determined the mattress was contaminated. We called Mattress Warehouse on Nov 7 and talked to Jack P. We told him our problem with the mold and he said it was 'chemicals from the foaming process and this will go away'. We informed Mr. P that his statement was false, that polyurethanes are formed be reactions of isocyanates with water to release carbon dioxide which has no smell.
We asked for a complete refund or a replace, we were told that 'its our problem, we signed a statement when the mattress was delivered and stated the mattress was in good condition.' I sent a written fax complaint the next day. My wife called in and was told to talk to corporate headquarters. We called corporate headquarters 3 times and left 3 messages for Mr. John G, district manager. Our calls were never returned. We sent in another faxed complaint. we called Mattress Warehouse and Jack P told us he never had a mold complaint with any of his mattresses ever.
I told him to Google Mattress Warehouse and complaints and he would find numerous complaints of mold in the DC-MD-VA area. Jack P then admitted, 'I meant no mold with the Serta mattress.' We were then told Mr. Bedcheck would come to investigate the mattress, but first we needed to fill out some forms. We were initially told that these forms had to be mailed, and we would get them in a few weeks. They had 'no policy of faxing forms'. I sent in a fax requesting the forms to Mattress Warehouse and the forms were faxed to us. We returned the forms in by fax.
In these forms, Bedcheck requested that we use rulers and tape measures to measure the size of the bed and its sag. This has nothing to do with the mold smell that was so bad we moved the bed to our garage and sealed it in plastic bags and duct tape. Before Mr. Bedcheck could arrive, we were called by Jack P and told a replacement bed would be sent.
This replacement was also mold contaminated. We noticed less of a smell, and were told this smell was due to flame retardants (not foaming agents this time). The flame retardants claim was another lie, Flame retardants commonly used on bed are PBDE's. Polybrominated diphenyl ethers have vapor pressures less than 10-6 Pa at 25 deg C, well below the threshold for human detection (J. Chem Eng Data, 46(2) 239-242, 2000). The 2nd bed was delivered on a cold day and once the bed warmed up it also was clearly mold contaminated.
Unfortunately on good faith we believed mattress warehouse that the smell was flame retardants and not mold and would not be a problem. We disputed the charges with our credit card company. Our credit card company refunded us the money when we disputed this charge for a defective product. We sent a FedEx to Mattress Warehouse and gave them 2 wks to remove the mold contaminated mattress, they never called or came and the mattress was removed with the trash on Jan 2.
The mold contaminated our rugs and furniture, we are still going to great expense to clean up the mess. We did recover the cost of the mattress from mattress warehouse. Laura of Salisbury, MD November 18, 2006
Laura of Salisbury MD (11/18/06)
I'm having trouble with my replacement mattress for the Simmons Beautyrest Alana king-size pillowtop mattress. We purchased this mattress in June of 2004 and after sleeping on it for a year, it started to sag in both sleeping areas. We waited until this summer to speak with the salesmen at the Mattress Warehouse in Salisbury, MD, where we purchased your mattress. We filled out the warranty claim form and had a representative come to our home to see if the mattress needed to be replaced. After two weeks, we received confirmation that the mattress was faulty and would be replaced; we would be able to get a new mattress that was 70% of the price we had paid (which was over 2000).
We picked out a mattress over two weeks ago and was told that it would be delivered on Tuesday, November 7. I stayed home all day waiting for the delivery truck to call or show up. At about 3:00 PM, I called the Mattress Warehouse and asked why they hadn't called. Mario said that he would call the truck and call me back. He called me back about 20 minutes later stating that they cannot locate the truck and that he would call me the next day to reschedule a delivery date (Delivery date #1 - failure). On Wednesday he called and said that the mattress would be delivered on Saturday, November 11 between 11:00 AM and 2:00 PM. That was fine since my son had his playoff soccer game at 3:00 PM.
I received a phone call from the delivery guy at around 8:45 AM that Saturday morning stating that they would arrive sometime between 4:00 and 7:00 PM. I told him that Mario said that they would come between 11:00 and 2:00 PM. He said that he hates it when the store tells people what time they would arrive since the delivery guys make their own schedules. I explained that the earliest I could be at the house was 4:15 PM. The delivery guy said that he would call me when he left his last stop in Delaware. He called at around 3:30 PM while I was at my son's soccer game. I told him that I would call my neighbor and see if she could get the spare key and let them in. After calling her, my neighbor said that she could not locate our spare key. I told her to tell the delivery guys that I would arrive by 4:15 PM if they could just wait a few minutes. They arrived around 4:05 PM, according to my neighbor. She said that they said they could not wait for me because they had to be somewhere (Deliver date #2 - failure).
I called Brandon at the Mattress Warehouse as soon as I arrived home that Saturday. I expressed my dissatisfaction with this whole process and stated that I did not think I should have to pay the 55 delivery charge when his company messed up twice. He said he would speak with Mario and call me back on Sunday. NO call back on Sunday. I called on Tuesday and spoke with Mario again. He said that he spoke with his district manager and that he would personally make sure that my mattress was on the truck for a Thursday, November 16 delivery and that he would ask about the 55 delivery charge refund. Thursday came and went with no mattress (Delivery date #3 - failure).
The mattress was slated to be delivered today, Saturday, November 18. I received a call this morning, while my husband was having knee surgery, that the mattress would be delivered sometime between 2:00 and 5:00 PM. At 4:30 PM, the delivery truck arrived knocking over our pillar landscaping on the side of our driveway. The delivery guys made no mention of doing this after coming to the door, so I asked if they were going to fix it. He said that he would on his way out. They brought in a mattress and as they where walking it up the stairs, I asked if that was a king since it looked a bit small. The man said that it was a queen and that's what his papers said.
I called Mario immediately and told him of the latest chapter in the mattress saga. Of course the delivery truck did not have a king size mattress on their truck (Delivery date #4 - failure). This entire fiasco is completely unacceptable. I'm not getting any results. Naveed of Silver Spring, MD November 9, 2006
Naveed of Silver Spring, MD (11/09/06)
I purchased two mattresses. They were delivered today without the box springs and did not fit the bed even after our sales person assured us that the mattresses would fit the frames. The width on the beds is 41.75 inches which was clearly stated at the time of payment, while the mattresses delivered are 37 inches wide, thus there is a gap of 4.75 inches between the mattresses and the frame. It does not work. The box springs, which were the incorrect size as well, were not delivered.
I have visited the store four times to request removal of the wrong size mattresses and delivery of the correct size, or to provide me with a refund. There has been no positive response to correct the situation. Sylvia of Severna Park, MD November 6, 2006
Sylvia of Severna Park MD (11/06/06)
No one will help or return telephone calls. Sent a letter on 9/29/06 to customer service regarding problem with twin mattresses purchased at the Severna Park Store of Mattress Warehouse - requested customer satisfaction. Part of letter below: When I originally purchased mattresses for my son's room, I was rushed and under a lot of pressure due to his illness. I told the salesperson my situation and maybe that is why he labeled me as a sucker. I wasn't looking for the most expensive, but something sturdy and cost effective.
The mattresses that were purchased were at the recommendation of the sales rep. He stated that he had the same ones in his home. Looking back, I must have been the sucker paying 600 for two twin mattress with no box springs. The mattresses were not what I expected (sturdy wise) and the box springs that we had apparently were not in good shape and should have been replaced. Therefore, I went back to the store and inquired about getting box springs and was told that they don't just sell box springs and that my warranty was probably voided since I didn't purchase box springs at the same time as the mattresses.
I want it noted that I was never told that information when the mattresses were purchased and why would I pay so much money and then not have a warranty. I have neglected writing this and completing my warranty information due to our crazy schedule with our son's medical condition. I honestly feel that I was taken advantage of and think the operations at the store are like a used car lot. I guess I should not have thought that your representative had any compassion. The store was close to our home and with time being of the essence, I thought I would try a neighborhood business.
In honestly and good faith, I am requesting your assistance in making these mattresses correct. I just don't have the money to start over and shouldn't have to. I would rather not go into the store again due to my bad experiences and was hoping that the home office could rectify this matter and help me get some satisfaction. I have attached a copy of my sales receipt and look forward to hear from you in this important matter. I did call on 10/31 to get an update and spoke with Melissa who said she was the customer service manager. She remembered getting the letter but lost it. I faxed a copy of it to her and requested that she give me a courtesy call the next day to confirm she got it and what could we do. She never called and after many messages left for her, she has not call back nor will take my call. They screen the calls and its a no win situation.
My poor 8 year old is now asking for a new bed for Christmas which is sad as can be. I just got him new ones and spent a lot of money. The one mattress is starting to sag in the middle. My son has major medical problems (stroke and heart transplant) and weighs less than 50 pounds. You would think that the mattress could hold up. My son has been through enough in his young life to have to worry about asking for a bed for Christmas.
We can't even use his bed tray on the one bed because the bed in not level and the tray does not lie flat. I am just sick to my stomach how they treat you (the store and the customer service department). The sad part, I have a feeling that I am screwed and will just have to start saving up money again to purchase him another bed(s). Little man will have to make due until that time or we get get Mattress Warehouse to take some responsibility. They shouldn't be able to operate like that.
Edgar of Boyds, MD October 27, 2006
Edgar of Boyds MD (10/27/06)
I purchased a Sealy mattress on 10/22/06 at the Mattress Warehouse store on North Frederick Rd in Gaithersburg. I advised the representative that I wanted the mattress that Tuesday but he said that he could not get it delivered to the store until that Wednesday and that I would have to pick it up. I agreed to pick it up at the store on Wednesday evening. On Wednesday when I went to the tore I was told by another representative that the wrong mattress was delivered and he began to lame the warehouse for sending a queen mattress and a full size box spring.
The representative apologized and said he would give us an upgraded mattresses which was 150.00 more at no extra charge and that it would be delivered on Friday morning (10/27/06). I asked the representative for an approximate delivery time and was told that it would be after 9AM and that I should be the first stop on the delivery route. On Friday there were no calls and no delivery. I called the store at 12:23 PM and was told that the delivery was scheduled for between 7:30AM and 10:30AM and that no one was available at the house. I told the representative that no one called the house and no delivery was attempted and that I was at home during that time.
I offered to go to the warehouse to get the mattress but was again blocked. I was told that it would not be possible as the truck had to return to the warehouse and unload and I would not get the mattress until another date. At the same time he was unable to provide me with a new delivery date. Steven of Mount Airy, MD October 10, 2006
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