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Risha of Fort Washington, MD March 15, 2009
Risha of Fort Washington MD (03/15/09)
Jan 31, 2009 ...I purchased a King Size Mattress from MW made by Simmons Manufacturing. The bed is hard ...... nothing like the bed in the store. I reported the problem 24 hrs after the delivery. I was informed to give the mattress a week to break in ..... come in to the showroom a try out another mattress. Then I was instructed that I had to wait thirty days and the district manager would let us exchange the mattress. I called back after the thirty days and was told the exchange would be granted if 800.00 more was provided. This is unbelievable they accepted my money and delivered a defective hard pillow top bed. This store has no compassion for the consumer. Sleep is not an option.
My back and neck are sore. I am experiencing sleep less nights. I can afford to spend another 1800 for a bed. Cynthia of Woodbridge, VA March 12, 2009
Cynthia of Woodbridge VA (03/12/09)
I purchased my mattress from Mattress Warehouse on November 26, 2008 from the Potomac Mills, VA store. A couple weeks after delivery I noticed the mattress was not anywhere near as comfortable as the one I chose and tested for over an hour in the store. Also, I noticed a sizeable indentation in the mattress in less than a month. I contacted MW offices immediately, a mattress inspection was arranged and conducted in December 2008.
Several weeks later I received notice dated January 21, 2009 that the inspection showed normal wear/indentation and my case was dismissed much to my dismay. I would have thought, at the very least, Mattress Warehouse would offer me the opportunity for a replacement or some sort of restitution, especially with my excellent credit. Not only that, but I also had to deal with your accounting department regarding my account and the erroneous way it was set up initially.
I'm stuck paying 1823.00 for and sleeping on a defective mattress. Mrs. of Upperco, MD March 12, 2009
Mrs. of Upperco MD (03/12/09)
Sale ad read Buy one get one free of equal value. The advertised mattress is no longer available. Salesmen sold me a better bed for the sale price on Sunday. Bed not there could pick up before Saturday, when I called I was told the salesman shouldn't have sold it to me but they would honor it but only for delivery for an additional charge. I disagreed because we wanted to pick it up so Alex told me okay pick up at store on Thursday after 4:00.
Today is Thursday after 4:00 and now I am told it is on back order and hopefully will be there next thursday. I said no give me something else better or equal to, he offered me discountinued items that cost 1/2 the price and low quality. I called another one of their stores and was told it could be delivered to my home tomorrow if I purchased it today, Alex said that is not true and is calling his district manager. I have yet to hear anything back from them, if I want my money back (they already have my money) they could issue me a check in 4-6 weeks or put back on my crecit card in 5-7 business days. They took my money on Monday the day after the sale and I still have no beds. Unbelievable! My children have nothing to sleep on tonight and I am not sure for how long.
My children have no beds to sleep in! We disposed of their beds earlier today to make room for the new ones. M of Washington, DC March 8, 2009
M of Washington DC (03/08/09)
Bottom-line: Mattress Warehouse, Inc could care less. I had other issues with this company and this is just the latest. Warranty Issue on a pillow top mattress. The stiching is is unravelling around the edges and corners, the pillow top lost conformity/warped, and it dip/sinks by 2. According to Mattress Marshal while writing the report these are warrantyable items. However, when the report came back to me from the corp office there were no warrantable defects found on the mattress.
Gerry of Stewartstown, PA February 7, 2009
Gerry of Stewartstown PA (02/07/09)
I went into this store to check out futon mattresses for sale. I will need one for approx. 6 weeks and then it will go into a guest room. I spoke With Eli, the manager of the store, and he showed me 4 sample futon mattresses. Of course these are only about 2feet by 2feet and one can only sit on them to try them out (a huge difference than actually laying down on the mattress). I chose the Premium King Koil mattress for 179. (interestingly enough, the same mattress is on their own website for 50 cheaper). It had an eggcrate style mattress sandwiched between 2 other pieces of thick green foam. In addition, there were several other layers, very compressed. I was told that this mattress was very supportive.
I later returned to the store and paid for this mattress in full but was told it would have to be ordered. A few days later I phoned the store and was told it was in. My husband picked it up but I did not immediately put it on the futon as I wanted to purchase an allergy zip protective cover for it. 2 days after picking it up, I removed it from the plastic and attempted to unzip the cover which was on it from the factory to put the new protector on it. As soon as I did, fluff started falling out. I unzipped it a little more and realized that there was NO EGGCRATE FOAM IN THE MATTRESS at all- JUST FLUFF AND A FEW THIN PIECES OF WHAT LOOKED LIKE CARPET PADDING. This padding was paper thin when I gently squeezed it between my finger and thumb, providing NO SUPPORT at all. Again, there was no eggcrate or foam at all in the mattress.
I immediately took photos of it and went to the store. Mike was there and I complained to him. I showed him photos and took photos of the mattress (sample) that I sat on/bought etc. He acted surprised. At that point, he checked a similar mattress he had in the back storage room and it was the same way--- all FLUFF and no foam as shown in the sample. I demanded a full refund which he said he could not issue because he was not the manger of the store. He advised me to call customer service and call the manager of the store the next day. I phoned customer service and asked to speak w/ a manager. I was told Melissa was away from her desk but would return in a few moments and would definitely return my call asap. I left a detailed message on her voice mail. 4 hours later and no phone call. I called again, just to be told that she was available. I gave my name and a summary of the story and the previous message I had left for Melissa. After putting me on hold again, the secretary said that MELISSA could not come to the phone and I could leave another message. I chose to hold. I was on hold for 45 minutes and she never returned.
The next day I phoned the customer service number again- same thing- no luck contacting ANYONE at this place. I called the manager of the Shrewsbury store where I bought this fake. I explained the situation to Eli and he contacted his district manager. Of course Mike was supposed to fill him in but didn't. The next day Eli called and said that his district manager said they had gotten a bad batch of mattresses. What a scam. How many other people paid for thick convoluted foam and got fluff? He offered me a free upgrade but I chose to simply get a refund.
I WILL NEVER DEAL WITH THIS COMPANY AGAIN. I HAVE FILED A COMPLAINT WITH THE BETTER BUSINESS BUREAU AND THE ATTORNEY GENERAL'S OFFICE. I have also contacted a local news station since I have great photos of the mattress sample in the store and the one I actually received. I am extremely happy that I rec'd a refund but I am trying to warn other consumers.
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