Mattress WarehouseConsumerAffairs Unaccredited Brand
Mattress Warehouse was first opened in 1989 in Maryland. Our first full-time salesman for Mattress Warehouse is still with the company and has since been promoted to district manager! The first Mattress Warehouse store was a mere 1200 square foot area, and the first warehouse was simply a self-storage locker located in Frederick, MD. We have now grown to over 150 locations, and are well on our way to becoming the largest sleep chain in the industry. We are even able to offer customers the convenience of buying a mattress set, sleep accessories, and furniture-related items through our online store. For over 20 years, Mattress Warehouse has made our customers-our number one priority. Call us at 1-800-Bed-Sale or visit us online at www.SleepHappens.com.
The Mattress Warehouse in Chantilly Virginia on Metrotech Drive has a sales staff that is very dishonest and will tell you anything in order to get a high price commission. I went in and knew I wanted a Kingsdown adjustable bed set and should've known from the onset that it wasn't going to be a pleasant purchase in that a salesperson, Ali was very discourteous and rude by interrupting what I was saying.
On numerous occasions he was pointing in certain directions to show me something but in doing so would have his hand within 3 inches from my face and I found that to be very rude and disrespectful. Perhaps it's just his culture I don't really know but it was very obvious that he had a very low just respect for women. I compared prices from other stores and decided to go back to mattress warehouse and do a price match which on my initial visit he encouraged me to do so.
When I came back with a price match he was reluctant to match it and just kept repeating that his prices are really good price etc. He wrote me a quote on the first visit for free delivery but upon my return to actually complete the transaction he said that delivery is never free and it's something that I should know has a cost associated with it. He insisted that he had not given me an invoice indicating free delivery and unfortunately I did not have it on hand. Ali would make false promises in terms of discounts on their mattress protectors etc. but once reminded of his previous promises, he would always try to find a way around it. I was persistent as well and we “closed the deal”.
On the day of the delivery the delivery truck was on time but immediately told me that they could only take away the mattress not the old adjustable base. I had mentioned the base to Ali, and made the delivery on the day prior to the recycle for my HOA but the delivery man said that the sales people know better and they are not allowed to move the bases from the homes. I immediately got Ali on the phone and his first suggestion was for me to tip the guys and they would move the base of the bed. I communicated that to the delivery man and they just shook their heads. They indicated that the salespeople do that all the time and they “no better”.
After speaking with Ali, I put the delivery staff on the phone so that they could talk and because the phone was on speaker, I heard Ali indicate that "she's old so go on and move it for her". The delivery man told him over and over again that he knows that they can't do that so why put them in that position. Ali's statement then was that he would come over to my house the next morning before the recycle truck made its rounds to my house and move the base. That's all I need- a middle-aged salesperson finding someone (anyone) to help him move a heavy adjustable base mattress down a flight of stairs.
As the day went on as you can imagine, I never, I repeat NEVER heard from Ali. I called the store numerous times around 8 o'clock that night with no answer at all. I only live 3 miles away so I went to the store and there he was sitting there like a deer in headlights. I asked when he was going to contact me and arrange the time to move my base and at that point his mouth dropped closer to the floor than any mattress set in the store. I showed him the difference between his proposed invoice versus what he sold me and again all he could do was say "listen, listen, listen, how can I make it right?" Bottom line Ali is a very dishonest, discourteous, unprofessional and scheming LIAR! I wish I had come across these reviews prior to making a purchase but only found that when I was trying to find a where to report his behavior. PLEASE BELIEVE ME WHEN I SAY DO NOT TRUST THIS COMPANY!!
I purchased a mattress set from this company in State College, PA, where they have two stores. My son used it for a little over a year, when it began to sag in the middle. He asked the store to send an inspector. After weeks of waiting, the inspector arrived. He cut open the mattress on the side -- REMEMBER THIS -- and saw that the springs were broken in the middle. He said, "Yep, mattress is defective, go to the store and order a replacement." My son went to the store when he bought the mattress set. He was told he had to pay $105 delivery fee. He paid it. After some time, a truck arrived at his house driven to by Mexicans.
They brought the replacement mattress into his house. They looked at his broken mattress and said it had stains on it and they could not take it back. This mattress had been inspected and approved for replacement by the company's own inspector. The two Mexicans left with the new mattress. In the intervening TWO YEARS my son and I have been to the store on numerous occasions. The salesgal, who had not sold the mattress to my son, said, "Oh yeah this saleman was a dirtbag and no longer worked for Mattress Warehouse." She promised to help us resolve the problem.
On a return visit, I was told by her that her regional manager was an SOB liar but that she was trying her best to get our replacement mattress for us, because their inspector had CUT IT OPEN AND DESTROYED IT. Well, no action, no replacement, and it took weeks to get these slimeballs to refund the $105 "delivery fee." My impression is that this company is a bunch of lying thieving criminals who hide behind the "Stains, No Return" policy -- even after their own inspector approved the return as valid. Anyone who buys anything from these lying creeps needs to have his/her head checked! They are liars. They are thieves. They are no damned good. STAY AWAY FROM MATTRESS WAREHOUSE!!!
Although the salesman we dealt with was great and we are happy with the mattress, I’m only giving one star because of delivery. The mattress was delivered in a full sized rental truck. They backed into our driveway and caught our cable and phone wires on the truck. When they pulled out, they ripped the wires off our house. This resulted in a crack in out siding, loss of WiFi, phone, and tv. And about 40 feet of wire in our driveway. The driver said he was sorry and left. When we contacted the company about the damage to our house and the loss of services we were told it wasn’t their problem and we should call our cable company to have it fixed. This came from their corporate office. This still hasn’t been resolved, and frankly at this point we don’t expect it to be. We would never recommend this company to anyone because they do not stand behind the people they contract with for delivery. Very disappointed...
I recently purchased a new mattress set from Mattress Warehouse and I love it. Patrick waited on me. Showed me different types of beds and affordable ones besides the expensive ones. He is very knowledgeable about beds. And he is very friendly.
I purchased a mattress from Mattress Warehouse on Liberia Ave in Manassas, VA on 12/19/2017. The store did not reveal that in Virginia, in order to get a mattress warranty, you have to purchase a new box spring with a new mattress. - If you buy a mattress alone then there is no warranty on the mattress. I returned the mattress and purchased both mattress and box spring from Mattress Warehouse instead.
- 1,053,525 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
Julia has been talking to us about a mattress for a couple of years now, she remembered us and that means a lot. She was very friendly the time before when we saw her and just as exceptionally friendly this time around. She sold us a mattress and did an excellent job on describing the mattress to us. Keep her around. She does a great job! She deserves a raise!
Purchased mattress at Pineville, NC store on 11/24/2017. Called the store the next morning to cancel the order for that mattress after reading consistently poor reviews of it. Salesman Rob stated he would cancel the order. I asked if I needed to personally come into the store to cancel and he stated, "No, you have my word". I told him we would come back and select another mattress. On Monday, November 27 I received a $35.00 returned check fee. Called store and spoke to Mike who stated he is the manager of that store. Explained situation again. He said order had not been canceled. I asked him again to cancel it. Received call the next day from Rob (who I canceled the order with initially) to tell me my check was returned for insufficient funds. He had no recall of our conversation to cancel the order until I provided specific details. He then said, "Oh yeah, I think I remember that. You'll have to call the Corporate Office."
I phoned Mattress Warehouse Corporate Office in Maryland and spoke to Customer Service who pulled up my account and stated the order had never been canceled. I again asked for it to be canceled and asked for a refund of my $35. She stated I would need to speak to the District Manager, Rory. I've now left two messages for Rory with no response. I called Customer Service again this morning and asked to speak to someone else. Person who answered phone did not identify herself nor the company and was clearly uninterested in providing any type of assistance. I asked to speak to someone who could help me since Rory was not returning my calls and was told there was no one else. I asked to speak to a manager or someone in charge and she stated, "I can't do that".
I have made every attempt to resolve this matter through the normal process and have had no customer assistance, rude customer representatives and zero follow up to multiple phone messages from the District Manager. I want a response, an apology, a commitment from this company that they will look into their poor business practices and I want a refund of all monies I was charged. Of note, my husband did go back to the store to try and pick out another mattress. He left after witnessing an exchange between the salesman and another customer who came in and was irate about his order. Lastly, I asked the rude customer service rep if I could speak to the president of the company. Her response was, "No, he doesn't talk to customers".
Our king size mattress which we paid a lot for developed a "Ditch" on one side of the bed. A rep came out with string & binder clips & said it was normal. Said the mattress was conforming to our body. So not the case. I have been shuffled from corporate to sales office & back again. I wish I would of read all of these other complaints about Mattress Warehouse prior to us going & getting lured in by false promises. I will be disputing the charge of the mattress with my financial institute. Maybe that will get results. Steer Clear of Mattress Warehouse in Charlottesville, VA.
Went with my husband to buy a new mattress and after trying all the different options based on the test performed at the showroom they offer us a cheap mattress that we ended up choosing and they set up delivery for Wednesday to find out the day before the delivery they didn’t have it available and had to replace arrange the delivery for a different day and make arrangements. To be there for the delivery Friday. We never received a delivery time info so I called on Friday to check on the status to find out the mattress still unavailable for somewhere after Dec 4.
I was already upset with the lack of customer service and unprofessionalism of the person answering the phone and the lack of information they provide like they didn't care. I ask for the cancellation of the purchase to get from the person responding the phone, “You havent even make a payment yet”. And yes of course I haven't. I just purchase the mattress a week before but this company run my credit and that takes off points of the credit report and for nothing because no one cares on the promises they made to make a sale. Very bad customer service and don't care about the customers.
5 STARS ALL THE WAY! E. Market Street location, York, PA, manager named **. Had an emergency need for a box spring with guests coming from out of town. Pulled in, manager quickly introduced himself, heard me out, and instantly offered me an overstock item at well over 60% off. Price was FAR below other local retailers. Instant sale, and to top it off they loaded it onto my roof rack and tied it down. In and out in 15 minutes. Wife thrilled, crisis averted. We’ll go back when we need mattresses, I’m sure.
DO NOT BUY FROM THIS COMPANY. Worst customer service experience in the world! Purchased a mattress on 9/28/17 and after a month+ battle where I did not give up, I finally had the mattress picked up today, 11/13/17 for a refund. They count on the customer giving up by not answering phones, not answering emails, not calling you back, making up policies that don't exist, routing you to voicemails of people that don't exist, etc. An immediate flag is also that none of their emails come with a signatory name and contact information & voicemail is set up the same way. Very unscrupulous, shady company with horrible merchandise. You will also discover that customer service likes to hang up on you because they don't want to deal with you. Despite them picking up my mattress, I know I'm still in for another month-long battle to have them actually process the return. Stay as far away from this company as possible - it's not worth the headache.
I purchased a mattress and a base on a Sunday afternoon to be picked up on the following Friday. I called that Friday and was told it will be next Friday before we could pick up our order. The following Friday I called, and was told by Mike that he was busy and he would call back in 15 minutes. Mike never called. We then went to the store and found him laying on one of the beds playing on his cell phone. I asked for a refund. Mike said that he was not able to do the refund at the store, and that I was going to have to call the corporate office to get the refund. I will never step foot in that store, and encourage everyone to do the same. Mattress Warehouse of Pineville NC.
We were told we had 120 days to return the mattress but we had to keep it for 30 days before we could return it. So after 20 days tried to set up the return and now they say we have to trade for another crap mattress.
Amazing customer Service provided by Manager David on October 8, 2017 at east Colonial store. Outstanding, friendly and professional service and product was available for same day pick up. Will tell friends and family about this store MATTRESS WAREHOUSE...
My husband and I walked into Mattress Warehouse and had one of the best experiences of our shopping days for Mattresses!! We didn't know how to shop for a mattress or what we were doing. However, Jim **, the store manager walked us thru the process. He was patient, kind and full of smiles and laughter. He explained to us that the way you sleep matters on how you choose a mattress. He was 100% right! We bought a Queen and a Twin mattress along with 4 pillows. I can't tell you how happy we are with our purchases and the way we were treated by Mr. Jim **. So, I encourage you to stop in the Mattress Warehouse on 82 in Macedonia, Ohio and meet Mr. Jim **. He'll make sure you have the best sleep ever! Thanks Jim! Sweet Dreams!
This place is the worst. I absolutely can not overstate how bad the South Pickett Street-Alexandria, VA location. We went in on Labor Day after going to five different places. We decided on a full mattress and a twin box spring.The sales rep, Ali, told us to expect it Saturday. Saturday by 4 we call him and he says there's a backup and it won't be until after his shift on Saturday or Tuesday. I told him this wasn't acceptable. He said, 'what do you not understand'. I told him to cancel the purchase. I called his manager, Karl **, several times and left messages all week. No response. I called the corporate office the following Friday to follow up and the customer service representative couldn't understand what the problem was and put me on hold after she decided she didn't want to hear any further complaints. I'm done dealing with this place. DO NOT GIVE THEM YOUR MONEY!
Terrible Mattress store. Does not stand behind their products. I bought a mattress from here and it started sagging after 2 months of use. I tried to return it and Mattress Warehouse refused to accept it. Poor customer service. Will not buy from them again.
I made a purchase of a mattress pad and was not satisfied with the product. I attempted to return it and was told no return, no refund, no exchange. Absolute poor customer service. I am looking for a refund or an exchange. They did not attempt to provide professional customer service. Thank you.
I purchased a new king mattress set on 7/25/17 and scheduled delivery on 7/28, making certain to let the salesperson know that nobody would be home on 7/27. Somehow, the mattress delivery still got scheduled for 7/27. They called prior to delivery. We told them AGAIN that nobody was home on we needed delivery on 7/28, they apologized and said that would happen. It did not. I returned from a business trip on 7/28 to an empty room. After several conversations the regional manager said there was nothing he could do and that the mattress would be delivered on 8/2 and that I would have to sleep on the floor for the next 4 nights. I asked for his bosses' cell number and he refused to provide it.
We bought a mattress a few months ago after laying on the one in the showroom. They delivered mattress set it up, guys were very rude, and left. It was a Cheswick mattress. I laid on the mattress and knew right away it was the wrong one. Didn't think to check the style since I seen Cheswick label. They ordered wrong one. Went into the store and explained what was going on. Was told they would make it right since they ordered wrong one. Waited about 2 weeks to get new one. Was also told at the beginning they would give me 2 pillows free and a mattress cover, only to discover they charged me 149.99 for them. When received the "right" mattress it was still hard. I again went to store and was told I could change out for another one and if I got a different brand I would have another change out like starting all over.
They only wanted to give me 650 for the mattress because box springs aren't included in the changed out deal. On invoice it is marked 759 for mattress and 240 for box springs that the guy insisted were free last time I talked to him. So I'm paying over $1,200 for mattress which they say is 650 and stuff that was supposedly free. Was told they will charge me 99 to remove and shred the mattress and 15 for removal of box springs which I paid for. Then they told me I could use the box springs on another mattress if I bought one. Then 5 minutes later said if I use the ones from 1st mattress I bought it would void the warranty on new mattress. They lie in circles. Very disgusted with this company. They lie and sucker you in. Please stay away from them and find a better place to buy your mattress.
I purchased a king size mattress from Mattress Warehouse in October 2016. After the first couple of weeks my husband and I were waking up complaining about our backs. The mattress is horrible. I called the store and was told that I should give the mattress a few months to become adjusted to it, 5 months later it is even worse. Now on both sides of the mattress where we each sleep there is a sunken hole and the middle of the king mattress has a large lump. It is very uncomfortable and for $1000 I should not be dealing with this. I am so frustrated and after reading the results and reviews on here I am sure my response will not be favorable.
When first bought a $1650.00 Kingsdown mattress and within the first month it has already sunk in where we slept and had a large mould in the middle. After a few months of this I put in for a warranty check. It took over 1 month to have the warranty check completed. Once it was found defective we went into the store again to pick out a new mattress. This time we decided to upgrade to a Tempur-Pedic 3700.00. Of course you have to pay an extra 99.00 for them to come pick up your defective mattress and bring the new mattress. This is complete garbage because it is not my fault that the mattress I first bought turned out to be total junk. I believe Mattress warehouse should return this 99.00.
We scheduled the delivery day and ask for them to call ahead 15 minutes before because I have two very large dogs that need to be secured before the delivery people can come in. I had made special arrangement for my 75-year-old mom to be there because both my husband and I work during the week and they would not deliver a warranty on the weekends. Of course, they did not call ahead. They show up at the door and ring the doorbell. My dogs go crazy. The delivery people start yelling at my mom to secure the dogs which she is not able to now since they have already heard the doorbell and seen the three guys standing on the porch.
She asked them to give her 5 minutes and step away from the porch which they said they would not. They told her that they were leaving very rudely and would notify the store, she asked if they could come back in a little bit and they said no. My mom was so upset about the way the delivery guys treated her. I will never buy from this company again nor will I recommend them to any friends or family. I am not happy with the quality of their mattresses, their return pick-up fee of 99.00 or the customer service skills of their delivery people. Very dissatisfied!!!
When I first bought a new king mattress over 3 years ago I paid like $1500 for it, and over 6 months since then I have had to swap it out for a new one b/c they sag w/in a couple months, I mean like 2 HUGE sink holes in the mattress. They used to come out and inspect it; now they just send me to the store and show me what 3 I have to pick from and then 6 months later it's same ol' same ol', and at first I had to pay them $50 to deliver it which I thought was wrong b/c after all it is the company's fault not mine.
This is the worst place to buy mattress in the world, that is unless you only need it for 2 or 3 months then this place is for you, they have all these warranties but I have never made it 1-year w/ the same mattress from this place. Then to have them deliver it I have to miss time from work to go home to have 2 men that don't speak English in my house, it's all a huge cluster! DO NOT BUY FROM MATTRESS WAREHOUSE, YOU WILL WASTE TIME, MONEY AND ENERGY!!!
Mattress Warehouse, Lynchburg, VA, delivered a defective mattress to my elderly parents on 11/22/16. After 1 restless night, they woke in severe pain, noticing the mattress had obvious sinkholes on each side, a long hump down the middle, and the foot of the bed was higher than the rest, as if the mattress was worn. They called the store on 11/23/16 and were told the manager was not in and to call back on 11/25/16. On 11/25/16, they visited the store in person to ask for a refund or a replacement mattress. My mother left in tears when the manager said no, he will not do anything until the warranty process plays out, which takes 3 weeks.
My son and I went to the store and asked the manager what he was going to do about the defective mattress. The manager agreed the bed was defective, saying he saw the picture my parents showed him, but he would not refund the $1700 nor replace the mattress, nor would he send an employee to inspect it. I asked him where he expected my parents to sleep, and he sarcastically asked, "What do you expect me to do? Strap a full size mattress (they bought a King) on my jeep and drive it to their home?" My son asked the manager to stop being rude to his mom. I asked for a higher manager or owner's contact information, and the manager said he would not provide that information. Had I known that Mattress Warehouse has hundreds and hundreds of negative reviews and complaints of bait and switch tactics, I would have warned my parents from this unscrupulous business!! Shame on Mattress Warehouse for taking advantage of senior citizens!!
Purchased a mattress on 7/3/16, told them we bought a foreclosed home and were having renovations done unsure of delivery date. Receipt said 12/31/2016. Yet August 8th get a call from the delivery driver they are on the way to our home. We were forced to leave work and had them store it in an unfinished room. (They also forgot to put the pillows on the order ($180 each)). We finally moved in November 1. Set up the mattress and it is the hardest, most uncomfortable mattress I have ever seen. I have been sleeping on the couch. They refuse to do anything even though the back of the receipt clearly states there is a comfort exchange on most brands... Imagine this... ours is not one of the mattresses. I am out $1400. Might as well sleep on the blacktop driveway, that is about as comfortable as the mattress is.
On 10/07/16 I purchased a Kara mattress, box spring, rails, and mattress cover from Mattress Warehouse in Largo, MD. The sales rep name was Donna. The purchase total is $1,479.15. Donna told me that the mattress could be financed through Mattress Warehouse. She informed me that a copy of the loan agreement would be in the mail and at that time I could begin making payments on the account. Donna told me that the mattress cover was not in stock and that the following Friday 10/14/2016 I could pick up the mattress cover from the store and that she would call me to confirm that the shipment came in. As of 10/15/2016 I heard nothing from Donna or Mattress Warehouse. Instead I get a credit card from SYNCHRONY Bank that I did not authorize.
So I called back and spoke with the store manager Jamal. Jamal confirmed that the new credit card I received in the mail was from Mattress Warehouse. I informed Jamal that Donna was dishonest and never informed me that she was signing me up for a credit card. When I asked Jamal about the mattress cover he said they didn't have any in stock but for more money he could upgrade me to a more expensive (better quality) mattress cover. I asked Jamal to cancel the mattress cover. He agreed but he told me that the paperwork and processing for the refund request would take 14 business days because it had to be returned to the credit card.
This is utterly ridiculous. Donna was so pressed to make her commission sale that she was willing to deceive customers about the financing of their products at the expense of my credit! This is shady business practices at its finest. I never received warranty papers in the mail that was promised. Just a credit card that I did not authorize. I asked Jamal to provide me with Donna's last name. He failed to provide either one of their last names. His response was "there’s only one Donna in this store so when you call corporate they will know who you’re talking about." I reached out to the corporate office and got no response. So I contacted the better business bureau and filed a complaint only for corporate to respond that Synchrony Bank sends everyone a credit card and if I wanted to have the card canceled I would have to reach out to Synchrony Bank.
Mattress Warehouse ya'll are full of **. I spoke with Synchrony Bank & they do provide a finance option that does not require you to open a credit card account. Synchrony would have been able to finance the mattress with a loan just like what was explained to me by Donna. Even though she signed me up for a credit card without my consent. If you are running people's credit scores with the intention of signing them up for a credit card you need to communicate honestly what your intentions are. Now that I see Mattress Warehouse's true colors we will have no future business together. Carry on!
Recently my fiance ordered a queen size mattress and a split box spring. He made a down payment about a month ago and just finished paying the mattress off yesterday (Thursday August 11th, 2016). They told us that the mattress and box spring would be delivered today (Friday August 12, 2016). Apparently the delivery drivers somehow managed to go to the wrong house. They said they called my fiance's cell phone and he didn't answer because he was at work (duh). But his mother was home at the time, she looked outside when the delivery drivers called her and said they were outside, and no one was there.
So after my fiance and I drag the mattress down two flights of steps and left the mattress and box spring out in the rain thinking we'd be getting our new bed that day. They said since we didn't answer the door (because they were at the wrong house) they left after 10 minutes and said it would be delivered the next day. So because of Mattress Warehouse's incapability to hire people smart enough to understand directions we will be sleeping on the floor tonight. We would drag our old mattress back inside but it's completely soaked from the thunderstorm we had.
This is absolutely unacceptable. My fiance invested over 2,000$ in this bed. On top of everything when I had called the manager I spoke to was extremely rude to me. He had a very negative attitude and wasn't re assuring or helpful at all. I would not recommend this company or specific location (Mattress Warehouse, Wyomissing Pennsylvania) AT ALL. The service was horrible, the prices are horrible, and the overall experience has been horrible. Pathetic excuse for a company.
I made a over the phone purchase of split queen box springs from the Sleep Outfitters in Mason, OH Sun July 17th, 2016. I expected to receive paperwork, order # upon delivery. Payment withdrew from my bank account Monday July 18th. We arranged for delivery Monday, July 25th, 2016... a week later because of it being special order and scheduling issues.
On the day of delivery I phoned the store for a delivery time frame because they never called me. At first, the mgr Rodney couldn't find my order. Then he tells me that the initial salesperson cancelled my order Saturday July 24th with no explanation!!! They have already had our money for a week! No one phoned us about a problem and I arranged my work schedule to be here for the delivery all day if necessary! Spoke with corporate customer service and store manager Rodney who seemed unconcerned about the tremendous inconvenience that their salesperson's incompetence has caused me!
This is very upsetting, as I am a repeat customer who was initially pleased with my previous experience with this store. There are a thousand mattress companies out there and companies should value our business and referrals! Needless to say, this my LAST TIME dealing with Sleep Outfitters/ Mattress Warehouse. The only compensation they were willing to offer me for THEIR COSTLY ERROR was another delivery day that will cost ME a day's pay! Or a refund which they never initiated upon cancelling my order. I guess they were going to keep my money and my box springs and never tell me! Very disappointed!
On 12 Jun 16, I bought a Sedona Futon from the Mattress Warehouse in Stafford. They delivered the next day, however it was the wrong model. I called the store and they told me to refuse delivery and they would get the correct one out to me in a day or two. After hearing nothing for a week, I called them. They told me they had to special order the drawers and would call me soon to schedule delivery. After another week without hearing anything I called again and was told the model was discontinued, I told the salesperson that I either wanted some consideration for the lesser model or a refund. They opted for the refund.
To date, 22 Jul 16, I have not received my refund. I have called numerous time and visited the store. Each time I'm told they don't process refunds at the local store. The last time the salesperson told me she had called corporate and sent email, but received no response. It's been over a month, for them to take this long to process a credit card refund is ridiculous. I want my money back.
We purchased a Simmons Drayton mattress Christmas 2014. After some time we noticed the mattress was failing, hole, humps, lumps etc. We contacted Mattress Warehouse. A couple of weeks later an inspector arrived and thoroughly inspected our mattress for almost an hour. We received a letter about a week later stating that the mattress didn't meet their standards and we had the option to exchange it. Great... Well not so quickly. We went into the Mattress Warehouse in Charlottesville that weekend and picked out a new Tempurpedic mattress and it would be delivered in 2 weeks. Received a call stating it could be delivered much sooner... Great again... not! 2 delivery guys showed up with our new mattress to replace the defective mattress... Not 2 minutes of them taking out the defective mattress they miraculously found a spot so small you couldn't make it out and said they could not exchange the mattress!
When I say small I really couldn't see it! I was livid!!!! How can an inspector fail to see this imaginary spot but 2 delivery drivers see it! I truly believe they may have put it there when they were taking it out the bedroom door so they didn't have to honor the warranty! Customer service will not respond, corporate will not respond and the local store will not help either! We paid almost $3000 for a defective mattress that they will not replace! We need justice here... Anyone who can assist us please HELP!!!! By the way there are only 2 people in customer service for 200 stores... Pretty sure that could be a reason they're not responding. We just want them to make it right! Please Help!!!
Mattress Warehouse Company Information
- Company Name:
- Mattress Warehouse and Sleep Outfitters