Complain about a product or service

Mattress Warehouse

Amy of Damascus MD (02/26/06)
We purchased a Stearns & Foster king mattress set in January 2005.

Within a few months we noticed sagging and filed a warranty claim with Mattress Warehouse. An independent contractor came to our house and measured the mattress and told my husband we were in the warranty limits. However, we received a rejection notice from Mattress Warehouse, and upon a written request for a copy of the report, we received another letter indicating we could not receive a copy and could refile a claim after 90 days.

Therefore, in September 2005, we refiled a claim. After a month of not receiving the paperwork, I went back in to the local store to check the status, and they said they would follow up. Again, after about 6 weeks and not receiving paperwork, my husband went to the local store in mid-December to complain and find the status. A gentleman was helpful and followed up with customer service at the Corporate Office and we received the paperwork within two weeks. We filled out the paperwork and returned it to the Corporate Office on December 23,2005.

After no response to schedule an appointment to measure our mattress after a month, we tried repeatedly calling the Customer Service representative in the Corporate Office Warranty Claim dept (Melissa) and left several messages. After no return phone calls, my husband called and left a message with the District Manager (John Holden).

We received a voice mail back from him saying to call Melissa (the same person who is not returning our calls). So my husband called the District Manager back immediately and left a message indicating Melissa is not returning our calls, and we have not received a return phone call from him after that either.

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