Mattress Warehouse Reviews

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.