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Jami of Bethesda, MD April 2, 2009
Jami of Bethesda MD (04/02/09)
Just did a google search for Mattress Warehouse to call Paul, the Store Manager at the Bethesda MD store. Remarkably, reading this site, we are going through the same thing. We purchased our King Size Simmons Beautyrest Villamoura mattress on March 9th. It was delivered the next day. We noticed immediately that it was very hard. We called the store and told them this. They said that it might take 2 weeks to break in.
We waited a few days and sleepless nights and went in to speak with them. They said that the guy who sold us the mattress was a big guy and liked the mattress we purchased and that perhaps he didn't have the product knowledge, but that the warranty was only for defects and not for comfort. They put in a request for exchange with corporate but it was denied. We have since called and gone back again. We have filed a warranty claim on the sleephappens website. We have been told that we will have a Mattress Investigator call and come to the house and see if the mattress is truly defective. We believe it is.
We have also been told that the Simmons rep will call us. He has not yet called. We just want a comfortable mattress to sleep on. Sleep is not happening with us. We spent over 2000 on a bed that is so uncomfortable we wake up in the middle of the night and in the morning have neck and back aches. We have spent time trying to rectify this. We just want to exchange the mattress for one that we can sleep on. Jody of Scottsville, VA April 1, 2009
Jody of Scottsville VA (04/01/09)
Purchased a 3500.00 mattress & boxspring from charlottesville store July 1, 2008, 3 months after having the mattress, it started to sag, feeling like I was falling off the edge of the bed, by the next month the whole side of the mattress blew out and sunk. Called the store, they advised me to start the appeal process on line, completed the 1st step- questions on line, then they sent an email to me, that there was a 2nd step process, did that (same questions with some information they want YOU to take off the mattress, measurements with a ruler and a string.
I get a call in february from a lady from the Mattress Marshalls, they want to come see the mattress, she comes, flips the mattress, takes pictures, measurements, checks the box spring etc. I get a letter, few weeks later that I can go to the store and pick out another mattress but must pay 65.00 delivery fee or return the old mattress to frederick md. So i go to the store, pick out a mattress on 3/25/09, told the delivery date is tues 3/31/09, I take off work, wait and wait no call on tuesday, I call at noon, the gentleman there does not know why I am not on the delivery sheet and I have to call paul on wednesday, call today 4/1/09, paul does not know why, he states he is waiting on corp to tell him where it is or when it will be on the truck. NEVER AGAIN!
we are still sleeping on a EXTREMELY UNCOMFORTABLE MATTRESS Sylvia of Chambersburg, PA April 1, 2009
Sylvia of Chambersburg PA (04/01/09)
I pay full, and it been two week.Ipay for delivery 65.00dollar Ikeep calling them and they keep telling me the same thing.Ihad these mattress on layaway not even amonth.and they keep giving me the run around.Idon't have gas to be wasting.my cost to my mattress is 741.99dollars.I'm in need of my mattress. Iwill appreicate if you could contact me as so as possible.thankyou and have abless day
I HAVEN'T GET MY MATTRESS.it's nice to pay in full but haven't recievce, nothing yet. Nicole of Clinton, MD March 30, 2009
Nicole of Clinton MD (03/30/09)
I ppurchased a queen size mattress from the Clinton location of Mattress Warehouse in February 08. A week after purchased I called and spoke to my saled person(Carl) and informed him that we were not comfortable on this mattress. We went from our backs hurting on our previous mattress to now are shoulders are bothering us. He informed me that my mattress was a floor model and that it was nothing I could do? I asked him why didn't he explain that when we purchased it? I would never had brought something without a warrenty. We decided to let it go and chuck it up. Well fast forward to now, both me and my husband have been back and forth to the doctors for our shoulders, we both have had Xrays done.
Our doctor informed us that both of us can't be suffering from the same pain and it has to be our mattress. I decided to go back to the store and pursue this thing. I begin by calling the store on March 11th. I first start by speaking with Morris-who has now replaced Carl. He says he will call me back but doesn't. I call the corporarte office and speak to Winston (he is filling in for the District manager who is on vacation-K. Keller) who tells me to call the store back and get my original reciept and file the warrenty but can't promise anything. I call back to the store and get Morris but his conversation is so confusing I decided to go over and do this face to face.
On March 15th we get to the store and search about three boxes for my reciept of which we never find. He finally finds a copy of something that appears to be fraudulent. He too gets concerned and tells me let me call you back after I speak with the original salesperson who has been transfered to another store. I ask for a copy of what he has, he didn't really want to give me a copy but does. He ask me not to share this with anyone because someone might get in trouble. Later that evening he calls back and says its all straight now and he has filed the warrently claim.
On March 23rd I call Morris back to get status of claim he tells me let me check with customer service and get back to you. Nothing! On March 25th and 27th I call and leave a for the district manager (K. Keller) who has net to respond?
Restless night, aching shoulder pain and lower back pain Patricia of Front Royal, VA March 17, 2009
Patricia of Front Royal VA (03/17/09)
On March 11, 2009, My daughter purchased a mattress and she paid cash in the amount of 629.99. She was very excited about being able to pay for her purchase in cash which she worked very hard to save. The Manager at the Front Royal Mattress Warehouse, Debbie was very quick to take this young womans cash and promise her a delivery date less than a week away. I also purchased a Mattress Pad that Debbie suggested to protect and guarantee the guarantee, of the mattress, in the amount of 83.99 (this was put on my Credit Card).
My daughter got rid of the bed she had in her room and slept on the floor because Debbie assured her that her Mattress would be at the store to be picked up on Friday March 13, 2009. When my daughter went there to pick it up Debbie informed her it would be another week or so before the mattress would make it to the store for pick up?. My daughter then requested her money back because she did not want to wait another week for her mattress. Debbie informed she could not issue a refund on the spot that it had to go thru the main office, and that she would have to wait at least 3 weeks for her refund, it would be a check of course.
I also wanted to return the unopened mattress pad for the bed we did not receive and Debbie informed use she would TRY but they dont usually give refunds on any merchandise. This made me very mad, to think that a company that was so quick to take the cash and promise a delivery date then back peddle out of the original date just amazes me.
When I got home I read the back of the receipt and it stated that once merchandise is received by the customer it cannot be returned or exchanged, I cannot believe a company actually has the nerve to make that kind of statement what kind of message for customer service is that. In these time of economic uncertainty you would think a company would try and work with the customer instead of working against them and not issuing a refund on unused or unopened items with a receipt. Please post an extremely poor customer rating for this company.
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