Mattress Warehouse Reviews

I chatted with Rebecca to inquire about returning the mattress protectors. I was informed that the item was not returnable even though they forced me to purchase it or I could not be eligible for the Comfort Guarantee. I explained that these protectors are not usable, they are extremely uncomfortable to the touch and do not stay on.

Rebecca was rude, refused to allow me to speak to a manager and also hung up on me by ending the chat without warning. As a customer, I found this interaction both shocking and unprofessional. I would appreciate a review of this matter and a response from management. Thank you for your time and attention. Please contact me to work something out. I spent over $4000 with Mattress Warehouse and would expect to be compensated for the $162 I am out for the terrible protectors.

When I contacted Mattress Warehouse again, I was informed that the salesperson had no tracking information, no carrier details, and could not provide any information regarding the mattress’s location. I was advised only that it was expected to arrive by the end of the week. As of June 21, the mattress had still not been delivered. When I contacted the store again to inquire about a refund, I was informed that Mattress Warehouse does not provide refunds. This response was concerning given that the product had not been delivered.

Additionally, because the original delivery team removed our previous mattress, any future delivery through a different carrier may require us to move and set up the mattress ourselves. My husband is 76 years old, and neither of us is physically able to carry a mattress up two flights of stairs. The issues in this matter include the failure to deliver the purchased mattress, inconsistent and inaccurate information regarding its status, the absence of tracking or carrier details, and the refusal to discuss refund options for an undelivered product. These service failures have caused significant inconvenience and have resulted in a negative customer experience. Based on this experience, I cannot recommend Mattress Warehouse.

At this point, I have received a tracking #, but not from mattress warehouse. I had to go through “Helix” company , to finally find where our mattress was coming from and when it will arrive. Which will be 11 days after the date Mattress warehouse said it would deliver, which is a drag since they already dragged away the old mattress and box spring. This has not been a great experience.

Today, I called to inquire whether it would be possible to return the mattress protector. During my conversation with Amber, I was informed that the item was not returnable. While I understand that some products may have return restrictions, I was very surprised by the way the conversation was handled. Amber stated that she had clearly explained the non-returnable policy to me and that I had signed paperwork acknowledging it. However, I do not recall this policy being specifically discussed with me regarding the mattress protector. While I signed the purchase documents, there were several pages of paperwork, and there is no separate signature indicating that the return policy for the protector was specifically reviewed or explained to me.

What was most disappointing was the manner in which the conversation escalated. I felt that my concerns were dismissed, and ultimately the call ended when Amber hung up on me. As a customer, I found this interaction both shocking and unprofessional. Adding to my frustration is the fact that the Helix mattress we purchased has already been determined to be defective, and we are currently in the process of exchanging it. Given these circumstances, I had hoped for a more understanding and customer-focused approach. I am not only seeking clarification regarding the return policy but also bringing to your attention the customer service experience I received. I would appreciate a review of this matter and a response from management. Thank you for your time and attention.

I monitored the status of almost each stop and it took the driver approx 3 hours for Stop #1. After speaking to Delivery Service (unknown) **, I learned that there was another stop in Avenel before mine (Stop #12). The delivery did not arrive until 8 pm! Not only was the delivery man rude but condescending as well. He left without installing my headboard because he said the bracket was the wrong one. Refused to explain why was the wrong bracket. He left without adjusting the height of my bed and threw away all the documentation, such as, care instructions, registration and remote control instruction. He left saying he didn’t have time to continue with me because he was too busy.

The next day, Wednesday, 3/25/2026, I went to the store and complained to Bryan. He said he would refund me $100 for my troubles. He asked if he can come over to see the setup and pick up the brackets the driver left behind as well. On Friday, March 27, 2025, at approx 10:15 am. He showed up, reviewed the setup and took the brackets which he also said were the wrong one. Mind you, I wanted to show him a video of the same bracket product, explaining the installation which required removing the legs to insert a portion of bracket and screwing the leg back on before inserting the bracket that screws onto the headboard. The delivery didn’t bother to remove the legs to test the bracket, or simply didn’t want to bother. Bryan said he’ll call with a date a repairman (not the delivery service) will come to install the right bracket.

On Saturday, 3/28/2026, against my better judgment, I took a family member there and she, too, purchased a King Size Adjustable Bed! As usual, Bryan was accommodating. While there, I inquired about the bracket as well as the $100 refunded. He said I should see the $100 in my account by Sunday/Monday. He said that the installation is scheduled for Tuesday. Why didn’t he contact me prior if he had my cell and email to tell me this? Again, he said I will receive a call from service dept with a time window on Monday. Monday, 3/30/2026, I did not receive a service call for Tuesday, 3/31/2026. As for Tuesday, 3/31/2026, no courtesy call and no $100 refund in my account. But even if I received the $100 refund it spend on a metal frame to install my headboard before it barrels down and hits my head! Nothing in life is free! So disappointed at the turn of events. I will not add a photo of receipt because I don't want my address out there.

So, in February, I returned to the store a grand total of 17 days past Mattress Warehouse’s previously undisclosed 120-day satisfaction policy (a policy never mentioned at purchase). I expected a conversation about standing behind the product. Instead, after discussions with a new salesperson and even the regional manager, the solution offered was: a small discount on buying yet another mattress and free delivery. Translation: our mattress failed… but you can pay us again. And not just again, the recommended replacement mattress was nearly twice the price of the original Serta. Now, technically, there is a warranty claim process.

However, the hoops you’re expected to jump through are almost comical: measuring sag depth with string, proving at least a one-inch depression under very specific conditions, documenting “approved” boxsprings (my Stearns and Foster probably wouldn’t make the cut), photos from multiple angles, and enough requirements to make most people simply give up and move on. Warranty protection sounds reassuring until you try to use it. The most enlightening moment?

The salesperson explained that this particular Serta mattress is really best for a guest room, occasional use… Interesting, considering it was sold to me specifically as a mattress for two adults sleeping on it every night for years. What would have made this right? Simple goodwill: a full refund of the $627 purchase price applied toward a replacement mattress. Instead, I received a $250 concession after being told the company was already “at cost.” Draw your own conclusions. Lesson learned: at Mattress Warehouse, the warranties are complicated, the policies are invisible, and the mattress lifespan may be shorter than the sales pitch.

They sent out a person to take pictures using a string, plastic Gauge and a stick, seven days later. I explained to this person that visually it looked fine and he needed to sit or lay or press with his hands to feel the problem. He totally ignored me. Now 8 days later I received an email, saying "WARRANTY DECLINED". I just went and purchased a new mattress from Raymour and Flanigan. It will be here tomorrow. I am done with Mattress Warehouse. They refuse to listen and stand up to their warranties. This is the second time I had issue with Mattress Warehouse. I am done.

So, Mattress Warehouse's response is a generic one to make them look good in their reviews. I emailed them AGAIN, and complete crickets. No response from them at all. I definitely should have gone elsewhere for a mattress. Complete nightmare. Freaking joke of a company. Now, through the BBB, they are stating that they will just give store credit for the original amount & no pillows, and I have to pay $124 to even just get the store credit. Their Comfort Exchange is a complete lie!

When I called it, I was told the number is out of service. I then googled the company and called the number listed there. The representative said that indeed there is a difference between standard and queen size, and connected me with the district manager. He agreed to an exchange provided I pay the difference in cost, and he would instruct the store manager as to the approved arrangement. Ok… I head to the store, receipt, pillows, and pillowcase protector in hand. Upon arrival, the store manager tells me she’s had no calls regarding the issue. She calls him and is told of the arrangement. She hands me a tape measure so I can check to make sure I get the size I want.

It turns out not a single pillow they carry is longer than 26 1/2” (queen size is 30”). Not wanting to waste the money spent, I compromise and choose the longest pillow they carry, intending to also buy a second pillow protector. She calculates the cost difference for the pillows, and I would have to pay another $169.00...plus tax, of course. And the pillow protector? She would have to order it. I am beyond disappointed.

I also asked about the cost to have the old mattress and box spring removed, ultimately deciding I would instead donate them. I was not told that the delivery men would be unwilling to help move my current mattress then to replace it with the new base and mattress. Since I live alone, one can only assume this is part of the “white glove service.” My 77 year old dad went to pickup the base with his van. When he arrived, we realized it was very heavy, so we placed it in the garage.

Today, the delivery people came 15 minutes before the delivery window I was given. So I, of course, was not fully ready for them. They were very rude the entire 5-10 minutes they were at my house. They refused to help carry-up the base or to help set it up, despite the assurances that they would. They refused to help move my old mattress so we could put down the new one. They told me to call the store but gave me no time to talk to anyone. Also, no one answered at the store. The men just left my brand new $3000 mattress leaning against the wall in my bedroom, blocking the entrance to my closet and restroom. I then drove to the store in Camp Hill since no one answered the phone.

At 10:30, the store was locked. I called the Mechanicsburg location and finally got someone to help, but they are unable to send a crew back until tomorrow. I now am worried that storing the mattress on its side may cause issues. Needless to say, the delivery crew was terrible and could clearly care less about customer service! They just wanted to be done as soon as possible. Very disappointed and will never use Mattress Warehouse again. I recommend others avoid as well!