Mattress Warehouse Reviews

When the bed was being delivered, I watched the guys delivering my bed pull the new bed out of the truck and wind catch my brand new mattress. I watched as my $1700 mattress flew through the air and landed in a snow pile (but they won't tell people that). Another year goes by and guess what, rinse and repeat. My second mattress sagged again 6 months into it. I went through the process again, more missed time from work, meeting the bed inspector again, etc. I got a third bed as a replacement but since the last two sagged so fast, I was recommended to spend some extra money and get a bed with better coils so it wouldn't sag. So after spending more money and arguing a third time to not have to pay the delivery fee because of their sub par mattresses, I finally received the third bed.

To my surprise, 4 months into the new bed with better coils, it sagged and the sides of the bed blew out. Now, 4 months into the bed, I went through the process again. Missed work, inspector, all the fun stuff. The only thing different is I'M FORCED TO PAY THE DELIVERY FEE. If you're selling a horrible product, don't make your customer put more money in to fix your mistake. I missed 4 days of work, watched the guys I need to pay $100 to throw my mattress into snow (which quite honestly I could handle it better myself), and countless times going back to the store and picking out a new mattress and arguing over a delivery fee.

To top it all off, I tried to contact the corporate office to ask about receiving some time of refund. I ended up being hung up on and never was helped. I recommend going anywhere else and AVOIDING THEM AT ALL COST. Treat your consumers better and sell a better product. Now I have to go through this process for 10 years and have to keep paying a delivery fee.

I stated that it would have been nice to have know before making up the bed because my luck the tag would be at the headboard. He actually told me it would not be hard for me, by myself, to move my king size mattress (I am over 65 yrs old) yet it took 2 twenty-something year olds delivery guys to place it on my box springs. I stripped my bed and in cramming my hand between the mattress and headboard I located the tag which I accidentally tore off in trying to flip it up enough to read. So my mattress warranty was voided by the removal of the tag. Not only do I not have a warranty but I also paid for an extended warranty for nothing. I actually cried at that point. I can only hope the mattress is so good that I would never need the warranty. PLEASE go elsewhere to purchase a mattress where you not be lied to.

In our eyes there was no blame on anyone because things happen. But this company never called us or anything for a few days so we went back to the store so that we could find out what was going on. And things went downhill from there. Jeramy wanted to blame someone from the delivery drivers, to us for the hole. Then he expressed that they set up a delivery date for a replacement but they didn’t speak with us about the date or time. Then we received the replacement but it was worst then the first one. It had a smell and seemed like it was a used mattress. I called the main company over and over again. I left messages with a Micheal ** (not sure if the last name is correct). District Manager then was given Kevin ** number. Left several messages but no one called me back and the very nice sales man became bitter and pissed with me and didn’t want to help, I guess I became the problem. And it’s been a month with no help.

So I’m telling everyone after all of this I found out that this company is not affiliated with the BETTER BUSINESS BUREAU and they have had a lot of the same issues that I have experienced. The rating is a NEGATIVE A and they have been investigated by ABC News and other organizations and so on because of their unethical sales practices. So they may call me disgruntle but I will tell everyone, I’m not!! I’m just upset that the Mattress that I paid for was damaged and the replacement is not new and has issues and the people that I tried to communicate with did everything but fix the issue. So people BEWARE OF THIS COMPANY! Go anywhere else and don’t just look at the 5 star rating because that’s what I did I wish that I would have read the 1 star reviews and did more research!!!

I had to pay $99 to have replacement delivered and they couldn’t deliver for another 5 days. If I had purchased the replacement mattress delivery would have been free. I suggested picking it up myself, and was told that’s not allowed. So basically I paid ransom to get the mattress that was rightfully mine. I asked the salesman to contact his HQ to ask them to expedite their final approval, and he said he wouldn’t know how to do that. So I contacted customer service myself. I gave them more than 24 hours to contact me before writing a review, and they still have not. Terrible customer service.

Left several messages for district, regional manager Mark **, but they had no decency to call back instead kept hiding behind store manager ** at 2639 North Salisbury Blvd, Salisbury MD store. Because of Mattress Warehouse, my uncle couldn't have proper sleep and had medical issues with his back and Mark **'s and company's attitude "who cares". Finally refunding only for the box spring and cannot return the box spring they took when we bought that and said too bad for us. Called Tempurpedic company and they were just as bad. These box springs are basically plywood and paying $300 just for plywood in the name of low profile box spring is a rip off. I would never recommend Mattress Warehouse company nor Tempurpedic products.

I finally called their corporate headquarters in Maryland and I called my credit card company to stop the payment. But, it took me almost 2 months to get it off my credit card!!! This was all for a mattress set they never had and could not get!!! But they still did not want to give me my money back!!! Even if it was totally not my fault, and I had never received anything, they still felt they had a right to keep my money !!? I don't recommend anybody to shop at "Mattress Warehouse"!!! Never, ever again!!!!

The document stated we only had 30 days to find our replacement mattress or the warranty would be forfeited, which they said since it was their fault they would waive the 30 day stipulation. I feel they should waive the delivery charge in part due to; my ability to pick up the new mattress and them not contacting us. I feel I can’t give them a favorable rating due to me having to pick a different mattress manufacturer and having to sleep on a $4,100.00 mattress that I had to place a folded towel and blanket in the dip that had developed. (The “dip” is almost 4” deep.) In short .... I do NOT recommend Mattress Warehouse.

I called the corporate office of Mattress Warehouse and was told I would receive a callback today and that hasn’t happened once again. I am at wits end after spending $1400 dollars. They didn’t seem to care that their employee was representing them in a terrible manner. DO NOT GO TO THIS STORE!!! I plan to call the Chamber of Commerce next. They should not be allowed to be in business. I have medical issues and went to buy a mattress to receive a better nights sleep and it has been a NIGHTMARE instead.

When I had asked Wayne if there were any other beds (there’s easily over 50) he looked around and said “uhhhh yeaaa lemme see” and that was it. He did not try to recommend any other mattress and was VERY unhelpful. I tried calling corporate and spoke with someone named Paul and he was even ruder! He would not let me speak on the phone and kept telling me to go back into the store to try lying on the bed that finds your “perfect” mattress...which I just did 2 days ago and got nowhere. I am VERY upset with my purchase and I will make sure I tell Everyone not to shop here. Go to Mattress Firm... My boyfriend got a king mattress and adjustable base for less than what I paid and got the proper help as information on finding a right mattress for you. This is not a small purchase and I have been going to physical therapy and doctor's appointments because my back is killing me. Now I am stuck with a very expensive mattress that I hate.

I received 0% financing which allowed me to take my "BEST" mattress home and sleep in luxury while I paid on time. I wake up in the morning, ready to attack my day with fun, energy and excitement!!! At the end of our discussion when I picked my Tempurpedic mattress, Saqib confided to me that he also sleeps on the same mattress I chose and loves every minute of his night's rest. I was so excited because I then knew that I had definitely picked out the right mattress for the best night's sleep I have ever had!!! Thanks, Saqib!

After waiting over 30 days for the report we never got a letter or email of the Report. I repeatedly called asking if the report came in and was told it would be emailed which never came. after calling the Manager Eric he finally told me to call Headquarters in Maryland and Customer Service Answering Service recording advised if I we having issues with an answer from the store to ask the Manager Eric to give me the District Managers Number, well Eric told me he could not give me the number to his District Manager that the manager would call me that day, well the didn't happen as promised.

When the District Manager finally called he told me that the Mattress was within Aireloom's specs. I called Aireloom Customer Service to ask about our claim and was told by Aireloom they has no record of my Claim. I then Put Aireloom and Mattress Warehouse on a 3 way call and Aireloom Customer Service confirmed with the Salesperson Shawn at the Gloucester Store that in fact a Claim was never filed. At that point we knew this whole process for over a Month was a lie. When I spoke to the District Manager about this information he told me that there was no warranty and case closed. Buyer Beware!!!

I agreed to accept a box spring instead of the mechanical base and ordered a 9 inch spring. They came with a 5 inch box spring so another few weeks to get that solved. Looks like I paid 900.00 for a box spring. Add that when the first delivery was made they set up the control mechanism that gets plugged into an outlet and the wires were between the bed and the opposite wall leaving about 6 feet of exposed wire I would have to step over all the time. At age 79 it was a bit dangerous for me.

I was told that the mattress was considered a bio-hazard and the delivery guys could not put them on the truck with other mattresses. Never mind the fact that these were old stains which had no odor to whatsoever. Never mind the fact that ALL new mattresses and box springs come delivered SEALED in thick plastic wrapping. Never mind the fact that nothing was said to me about this when I placed the order. And, to make matters worse, these same delivery guys who refused to take the mattress, offered to "help me out" by taking the mattress if I paid them each $10 and paid the disposal fee of $30, which is apparently the disposal fee in Fairfax Station, VA.

Upon calling customer service in Frederick, MD, the customer service manager, John, couldn't have been any less concerned and more cavalier about my situation. The fact that the delivery guys were willing to take the old mattress for an extra $50 was, as John stated, "between me and the delivery guys". I then asked John to pick up my new mattress and box springs and give me a refund. His reply was, "that's not going to happen". I then stated I would contact the BBB, to which he simply stated, "go right ahead".

Now, folks, I ask you, is THIS the kind of company you want to support by purchasing their products??? I purchased the previous mattress and box springs from this same company. Obviously, customer loyalty means nothing either. Save yourselves a lot of heartache, folks, give your business to a company who truly appreciates their customers, not only during the sale, but more importantly, in customer service. Needless to say, I will never make a purchase from Mattress Warehouse Sleep Happens again. Their customer support is even lower on the food chain than some of the sales people you find at used car lots.

At that time it was my option whether to keep the first box spring since it came with the mattress and I had paid a separate cost in a separate purchase for a second standard box spring. The first one was a low profile box so I decided to keep it in case needed later and was not giving Mattress Warehouse anything for free!! Allegedly Mattress Warehouse does not resell mattresses or box springs that are returned but the mattress was under a month old and the delivery guys were covering it and taping it up as if to fully protect something they were allegedly destroy. I question that. Anyway, the salesperson was supposed to make notations about the box spring and me to let them know whether I was keeping it or them taking it. In the end, I had to battle with a rude Frederick MD dispatcher and her manager.

I called the Wilson Blvd. store location for help since the Frederick MD dispatcher refused to. I got the delivery persons out of the house so we called from outside. The managers amd store salesperson was USELESS!! I showed or was a separate purchase for the box and had nothing to do with the first order, the one the first box came with. They wanted to take everything back and rocket at which time I knew I would not see another delivery any time soon. They threatened to call the police. I had the receipts but did not want the drama in the neighborhood. The stores salesperson kept reaching out to his manager who remained useless. I've never purchased a mattress from one of these places before and I would highly recommend that no one does. The mattresses purchased were not the inexpensive ones either.

They took the box spring I purchased the first time which is stealing!!! If they do not resell the box springs and mattresses why were there so aggressive in their approach? They should be investigated further to see if they are working with the laws mandated for the proper disposal of used mattresses and box springs. I will pursue further actions. Buyer beware though there are not a whole lot of store options with online competition! At least purchase from Macy's or a regular furniture store. Policy is better at Macy's and reviews can be subjective where comfort is concerned. My complaint is of an ethical nature.

When calling the store Tonya insisted we called and said not to deliver our mattress. She argued with us and would not help to solve the mess up. Even after contacting the district manager they didn't seem to care that we were very inconvenienced for their mistake. Never got an apology and very disappointed with the service and customer care.

I went to Walmart and ordered a new mattress for $150 with FREE delivery. Yes Walmart sells mattresses. I know you're thinking Walmart, mattress??? All of this stuff is made in China. The name brand labels and costs are the only difference. You buy a name brand mattress in the store and you're paying for marketing, lease space, sales people, etc. You buy a "generic" mattress online from Walmart, you are buying a knock off mattress at a 70% discount.

Anyway, since it's Walmart, and they have a strangle hold on their suppliers, if I am not happy, Walmart will pick it up for free, no questions, no forms and no hassle. I either like the mattress or send it back for FREE and order a new mattress and love it. At the worse, I throw it away in two years and get another one. It will still be cheaper than the $632 I spent at Mattress Warehouse.

After the second night sleeping on the mattress, my wife was in so much pain she vomited all morning. We went back to the store to explain that the mattress we bought wouldn't work even though the salesman had assured us we'd love it. We were given a "comfort exchange," but to do this we were charged a fee in addition to a second delivery fee. Neither time were we informed of the return/exchange policies nor were we informed about the $50 delivery fees. We were also never given the option to pick up the mattress ourselves, which we would have done to avoid the expensive delivery fee. We had to pay another $850 to complete our comfort exchange to a Sealy Copper II medium mattress in mid May 2019. We explained to the salesman that we were now $950 over budget on this mattress and that it absolutely needed to work for this exorbitant price.

The salesman assured us that we would love the mattress and that we would not have any problems. He also assured us we were getting a great deal on the mattress by spending $850 more (total of $2450), but when I looked the mattress up online after the fact, I found it can be bought for $1999. We explained to the salesman that we only purchased the mattress from Mattress Warehouse to begin with because my wife had purchased a Beautyrest Black from them 10 years prior and loved it. The salesman told us that they no longer sell Beautyrest black since it is an "inferior product," which was a bit confusing since it is a highly trusted luxury brand. It seemed he was telling any lie necessary to sell us a product. We trusted this retailer to recommended to us and sell what is best for us, and we shouldn't have trusted them at all.

We tried this mattress for several weeks only to find that my wife was again having back pain, and I wasn't sleeping well either. Frustrated, we called the location several times and even called corporate to find out what could be done. We want to be refunded so that we can go purchase something that will actually suit our needs. However, the local and corporate offices have told us that they do not refund anything purchased from them, and our only solution will be to push two twin mattresses together of different firmnesses. We explained to the local and corporate offices that we are uncomfortable with paying $2450 total for two twins that we are supposed to shove together (leaving a dip in the middle, a "no man's land") when we spent that kind of money to own a king mattress.

Additionally, the corporate office did not call us back as they said they would, and the local office told us we'd have to pay an additional fee to exchange this second mattress on top of having to pay the difference of two twins as opposed to a king. Buyer BEWARE. The business practices of this retailer are deplorable. They do not stand behind their product, and they tell lies and use misleading statements to rope you into an expensive purchase that isn't worth what you've paid for.

Every other reputable mattress retailer I've found stands behind their product with a 100 night in home trial, free returns, and typically free delivery (Purple, Nectar Sleep, Casper, Sleep number, etc). Not to mention these retailer have highly rated products at more affordable prices. My wife and I had a better night's sleep on a $50 air mattress than on something from Mattress Warehouse retailer that cost thousands. We have asked corporate for a refund, and we've received a no. We will never shop here again- avoid Mattress Warehouse!

1. Mattress delivery came around 12:30pm on July 8, two hours after the heavy rain that morning. The delivery people came in with wet shoes, did not have the basics to protect customer’s floors in spite of heavy rain. Sadly, our floors, stairs and walkway to the bedroom were left wet and sticky. It seemed MW had contracted the wrong delivery people to provide decent delivery!

2. “Job half done is job not done!” The delivery people should have assembled the EASE horizontal Adjustable Base for the KING mattress properly – instead they left the foot cable not connected, would not disclose the cable connector was jammed, and did not bother to fix it and left. Distracted me by only switching the head remote control and did not give clear answer when I twice asked why the foot control didn't work. Received No help when called the store that night except “have manager call you the next day” which didn't happen until I called. We ended up must flipped the heavy mattress and Base ourselves to fix the ‘foot’ cable! Complained about the delivery/incomplete setup job to store manager Sugandha on Tuesday 7/9/19. She apologized and agreed to investigate and get back with me. However, have not heard, receive explanation, or offer any help as of this posting!

3. On Wednesday July 10, upon receiving headboard ordered separately and growing impatient with waiting, we attempted to connect our KING Headboard to the EASE adj Base; to our horror found the wrong size mounting kit/brackets for the headboard was dropped off by MW's delivery people. Upon checking my receipt, noticed standard size mounting kit was ordered by Mattress Warehouse (even though we’ve purchased King size horizontal split Base). We called Tempur-Pedic Customer Service to be told the bracket was the wrong size, we need “King horizontal split Headboard Brackets – not standard” (after we wasted an hour trying to figure out what's wrong). As a customer in good faith, we've expected the store will order the correct mounting kit for us!

4. When we purchased the KING mattress plus EASE Adj Base, plus KING Headboard mounting kit, the manager who wrote up our orders stated “the headboard mounting kit will be delivered at the same time when the mattress is delivered and will be mounted onto the EASE Adjustable Base”. However, the delivery people “dropped off” the headboard mounting kit, did not install it and left! On July 11, we called Mattress Warehouse to inform them they ordered/delivered the wrong size mounting kit. The salesman who picked up the phone asked, “did the delivery people installed it?” Then upon checking, admitted the store had ordered the wrong mounting kit, he will order the right kit and have us PICK UP the kit next Tuesday. No courtesy offer to deliver the kit to our house, no mention about mounting. Mattress Warehouse customer service AT ITS BEST!

Disappointment (to put mildly) to receive subpar and irresponsible services for purchasing the most expensive mattress set we ever had. We have trusted in good faith that:

d). Will provide decent, adequate customer support when something is not in order!

Customer’s nightmare does ruin any customer confidence, reputation of any business, and any return business. Reference: Sales Order #** on July 4, 2019.

We purchased a 6k mattress, and promise was made that they will take the old one away. When our son's mattress was delivered, they got the base for our mattress but not the mattress!!! What were we going to do with the damn base???? So they took it back. A WEEK later, they came back with our base and mattress. They installed it, got all the paperwork signed, and told us that they would come back for the old mattress. They drove off. Needless to say, we were MAD. When we went to the store to complain, they said "Wow! But taking the old mattress to the curbside is part of their job and the mattress contract! Wow. Unfortunately, we have nothing to do with the delivery department. We contract it out. So we can't do anything." Despite many phone calls and requests, the ** at the Churchman Road's Mattress Warehouse did absolutely NOTHING. Now, we have a king size mattress sitting on our floor - for over a month now!

I have reached out to NBC 4 Working 4 You. I don’t want to exchange my mattress again for the same crap. I want a refund. My time costs money too!!! They had the nerve to upsell me in the email with the warranty letter. "We recommend you get another brand." Please be mindful that if you split the box spring and mattress set you void the warranty. This company is just horrible. I'm sure in a year I will be speaking with the head of the warranty department again. His name is John ** and he can be reached at 301-682-8504 ext **.

The replacement mattress set immediately made creaking sounds and mattress began to sink in sections. I complained again as this mattress did not feel like the one in the store. On 3/12/19, I received a letter stating that I could pick out another replacement. On 3/25/19 received third set. So far, this set has not made any creaking sounds or sinking. However, it feels almost the same as my old mattress of 16 years....used. I really question the quality of their product. And my calls to speak to the district manager went unanswered. I do not recommend because of the poor product and poor customer service.

They finally show up at 745 pm! They are two small early 20 year olds, asked my husband for a tape measure to measure doorway because they're not sure box will fit in house. They finally get it in and my husband has to carry it up the stairs with them. They in no way shape or form were able to lift anything over 50 lbs. Finally get our adjustable base upstairs and next comes the nightmare of the mattress which they couldn't get around the corner of my stairwell. It's at this time 930 pm, they decide to return the mattress and we need to get a refund. Pulling out of our street they hit a car, which we only learned about this morning because they drove off without telling anyone.

The company offered us a bed in the box, which we were only offered the difference of under the cost of the original mattress we purchased. This has been a nightmare and no one has offered to compensate us in any way, shape or form. I can't even believe they were in my house after 8 pm, is this how a reputable company does business? They care only about you till you leave the store then you're someone else's problem.

A few days later we were notified the 2nd mattress was on its way without the 1st one. Again we declined delivery. We were then informed the 1st mattress was damaged and given another delivery date. On that delivery date we were informed it would be another week or two before they would arrive. At that point, we cancelled the purchased and shopped elsewhere. The sales staff were very nice during the shopping phase and even offered a discount for our trouble but that doesn't help if they can't deliver the beds.

Then she called me an hour later telling me that my mattress was out of stock and was on backorder till Monday, September 10th. She claimed it must have been because they had a huge sale over the Labor Day Weekend but I didn't understand how that could be as I ordered mine in the afternoon on Friday before the weekend had even started. She told me that my mattress would be back in stock Monday, September 10th (today) and that she was scheduling me for delivery Tuesday, September 11th.

I called today to confirm that my mattress was being delivered tomorrow and she said it was out of stock and she would schedule me for Thursday. I think I have been more than patient with your associates and your company through this process. This has been the most unbelievable experience I have ever had. I was grateful that someone had gotten back to me about my warranty issue so quickly and resolved the issue for me but obviously it was too good to be true because it's been nothing but downhill from that point. This has been the most unpleasant experience I have ever had with any company.

Twice they attempted to deliver during a time when I was not home. Regional manager, Al, got involved and is nothing short of, what people used to call, a typical used car salesman. He called me on the phone to straighten things out, promised to call the next day and never did. The lady that I spoke to from delivery services in Maryland could not have cared less whether we got our bed or not. She was very rude and inconsiderate and told me to call the store when they opened at 10 am. We canceled the order and went elsewhere and bought a new bed.

What if I did sign a long distance delivery waiver from local delivery, I still paid $300.00 for the new service and was guaranteed three to four week delivery. We are now on week eight and we still do not have our product. Now I see why so many of their complaints are still not resolved. Please remove their A+ rating, they do not deserve it. Not one manager responded to my many calls or complaints, not so much as a "sorry for your inconvenience" or any type of effort to help expedite a resolution. This place is a joke. They literally tried to accuse the customer of creating this fiasco, I am amazed at the lack of customer service from everyone involved other than one gentleman (Andrew) from customer service, but he had no authority to get anything done.

Then I called the Lynchburg store back and she gave me another customer service number that led me to a lady who ALSO DID NOT KNOW HOW TO HELP ME. She said the only thing I can do is submit another warranty claim and wait for someone to call me. This whole situation has been completely unprofessional and incredibly frustrating. I do not recommend anyone purchasing a mattress from this company. IT IS NOT WORTH THE HEADACHE!!!

Well, 5 years later, I went into the store and asked for the salesman by name. They told he was now the regional manager for all their stores in Montgomery County. I was able to get his phone number and I told him how I remembered him from 5 years earlier. He agreed to meet me in the store when he was in that area and he did just 2 days later. I felt safe making such a costly purchase from him. His name is Savi and he helped me find the beds he thought would fit my needs. I purchased 2 twin size XL beds and mattresses.

I thought this was a better idea than the split king and Savi agreed. This is an expensive purchase and Savi told me I could make payments to be done over 5 years at no interest if I wanted. It made sense to me to do it that way since my spend all the money at once. The store also offers you 100 nights to return or exchange the purchase if you are not completely satisfied. Now I felt even safer. Savi introduced me to Sungandha, who was very helpful. I came into the store two days after the purchase and a few days before the delivery was to be made. I had a couple of questions and her answers were reassuring and alleviated any second thoughts.

I purchase the bed on a Monday and it was delivered exactly as promised on the following Tuesday. The men came on time, set the bed up, showed me how to operate the remote controls and everything went very smoothly. Mattress Warehouse sent two men to move my existing bed around to different rooms, making my room ready to accommodate the new beds. They did this on Saturday afternoon, which was very helpful. It was a father and son team who could not have been nicer. I am so pleased with every aspect of this purchase. Now, all my husband and I have to do... is sleep like babies tonight!

So they not only could get it to fit but damaged my hardwood floors. So I call Mattress Warehouse and they will not refund me even though the salesperson said they would. And the owner refuses to answer my phone calls. The mattress wasn’t even taken out of the box. Customer service threatened to hang up on me, my hardwood floors are scratched and I’m out 1500$.

I ask how a person was suppose to buy it and try it out if it was not opened to use lol. All I kept getting from the service person was, so sorry they could not help me. So in other words I stuck. My daughter said hers is the same way. So I guess I am out almost 400.00 there. Still fighting with the mattress set. I was so upset with this company I wanted to return the mattress set and go somewhere else for one. But with reading on the back of the receipt for that, I paid over 3,000.00 for the set, and how they have it set up I would lose a lot of money just to return it and then still be trying to get another set. If the sales person had told me once opened I could not return if not happy, I would not have bought them. Do not buy from this store. They just want to make a sale at any cost to the person.. I guess this will be a lesson learned for me. NEVER AGAIN. And no one in my family will ever buy there either.

Months later and many calls to corporate, as well as Dan, the Salisbury store and Alicia ** (regional manager) and no refund or delivery has been made. Do NOT do business with Mattress Warehouse. They are extremely unresponsive. It's just not worth the aggravation. I'm completely disgusted by how much time and effort it's taken to deal with this. This is for the Salisbury, MD store Clairmont. Oh and the $185 for delivery. I guess we can kiss that goodbye. And you might say that at least 2 of the 3 mattresses were delivered but guess what - they were rolled up in boxes so there wouldn't have been a need for a special delivery for those! It's the box springs that we would be unable to transport. So Danny boy got a nice little cash bonus on top of causing all this trouble.

I am so disappointed with Mattress Warehouse, they run a business with changing policies to suit their needs claiming they have 60 to 80% discount. They can't even return my call to say the least!!! If you are shopping for a mattress please go anywhere else but this sham business by the name of Mattress Warehouse!!! By the way I had to open an account just to post this warning for others not to get trapped like I did. Disappointed client.

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!!

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!!!

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".

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.

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.

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!!!

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!!!

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!!

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!

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.

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!

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.

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!!!

Our new mattress was not on the truck as promised that Thursday (February 22nd, 2016), and when we called contacted them about it, the person at the store assured us it would be on the truck the following Thursday (March 3rd, 2016). So the following week, we again contacted them to see where our mattress was and it was not on the truck again... At that point, we had been sleeping on a faulty mattress since December 31st, planning a wedding and in the mean time trying to sleep and resume life as normally as possible. We were both extremely frustrated, so Mattress Warehouse arranged for another mattress to be delivered on that Saturday (which they do not do normally). That was on Saturday, March 5th, 2016. At that point, we thought that our sleepless nights were over. They were not.

I was not sleeping well, and after 3 weeks, I asked my (fiancé) husband to switch me sides, he woke the following morning cussing the mattress. We yet again had been burned by the same exact mattress we exchanged for. We contacted Mattress Warehouse again, and we informed them that we did not wish to receive another iComfort mattress because of the two that we had prior and the circumstances. We had to contact customer service to see what our options were. We could exchange it yet again for another iComfort, or exchange it for another mattress. We looked at other mattresses at the store and found one that we thought would be suitable (May 6th). Its base price was the same as the original bed that we chose, but they would not even exchange it. Instead they told us we would have to pay an additional $800 for this mattress if this was the one we wanted.

We thought it over, and after spending almost $1900 to begin with on the original mattress, I could fathom spending the additional $800 because of what happened with the other two mattresses. We went back to the store to see if there was any way to get that number lowered, we were told no (May 7th, 2016). We then at that point asked about a refund because we wanted the iComfort initially, but we wanted what we paid for and we did not get that with either bed that was given to us. We were told that we could receive a refund. The gentleman at the store was very sympathetic and apologized about the inconvenience, and the refund request form was send and should take 7 days to process. Mind you this was May 7. We got married on the 14th and was assured before the chaos, this would be taken care of. Let me again remind you this has been going on since January when we purchased the original mattress.

We came back from our honeymoon, neither one of us had heard anything concerning our refund, so we contacted Mattress Warehouse again (Tuesday, May 24th since Monday was Memorial Day). They did not have on file our second mattress, nor did they have anything concerning our refund. We went to the store to ask the salesman we had been working with. He was not there, so we spoke to another gentleman and he informed us that the refund request had been processed that he could see, that it would take an additional 7 days. We felt once again relieved to have been told this, not once but for the second time. After 7 more business days, we contacted Mattress Warehouse again to be told they did not do refunds. We were floored. My husband called and left a message for the regional manager with no response. He then again called the following day and left a message again.

This time, the regional manager then returned our call to state as well that they do not do refund. I am extremely frustrated with this situation because we were assured before we left the country that this was taken care of, in the meantime, we also purchased another mattress with another company because we did not wish to spend the extra $800 on something we did not want to begin with. Mattress Warehouse promised us a product without following through and then promised us a refund without delivery. We should have never been told this by two separate people if it was not going to happen. It is not our fault that we purchased a mattress and it being faulty, and it sure isn't our fault to get a 2nd mattress that also failed manufacturer warranty as well. I feel that we are being severely wronged in so many ways with this situation, and no one is taking responsibility for their actions.

The store is sending us to corporate, corporate is telling us that we should not have been told, that and they will not give up a refund. There is no accountability and no acknowledgment by management that there were many mistakes made. Mistakes made by Mattress Warehouse personnel as well as mattress quality from factory. It was bad enough dealing with this mess while trying to plan and execute a wedding, but to think that everything is finally taken care of to come back from our honeymoon to be hit with such news it unacceptable. We again are requesting our refund, and I feel that everything in which we have endured concerning this transaction has been extremely difficult. What happened to customer service? What happened to accountability? The only acknowledgment that it wasn't our fault was from the salesman at the store, and from what we are gathering his hands are tied.

This is piss poor example of how you are supposed to treat customers, and a piss poor way of running a company and this is a piss poor way of dealing with your employees' mistakes. I don't care what your policies are concerning warranty refunds, you need to back up your mistakes and apologize for the fact that we have yet to get what we paid for originally. We were told by multiple employees and expect you as a company to follow through with what was said regardless of policies. Had we not been told incorrectly, we would not have purchased another mattress and at this current time be stuck with two. One of which is leaned against our bedroom wall and has been for the past 3 weeks waiting on Mattress Warehouse to contact us about our refund.

I contacted Serta directly to see if there was anything that they could do since we had two faulty mattresses from their manufacturer and they told us that we had to deal with Mattress Warehouse since they were trying to work with us. We just want what we were promised. We did not get that with the first two mattresses that we had, and then we were told we would be refunded and now we aren't allowed that. I feel that a company should back what has been said and take some kind of accountability.

I called the store May 18th, a salesman answered the phone. I told him that I had spoken with a sales lady and that she has a floor model for me. He said that the lady doesn't work there anymore and that the mattress was sold. I was furious but held my calm. I asked if there were other mattresses on sale and he said that there was a queen size floor model for $450. I asked if I could get a discount on the mattress or the frame. He said to call him back. I was able to find someone with a truck to go with me to pick up the mattress. I left work and took me over an hour to get there. I get there, I asked the salesman if he was able to give me a discount. He said no, and that the mattress he had said to me over the phone was $499.99.

At this point I am very upset. I said, "is there anyone you could talk to, to at least honor the price you gave me on the phone." He called a Mr. **, Regional Manager, and this manager says that he could sell me the mattress for $475!! I wasted another hour waiting to see if the salesperson, **, could get me a better discount or at least honor the price that I was given over the phone.

At this point, I don't want to do business with Mattress Warehouse, so I said to **, "I want to cancel my layaway and would like my $100 deposit back." It took ** a long time to find my information and not only that, it doesn't show how much I put down. He calls someone over the phone that could not help him. ** then says that I need to fill out a form to request the cancellation, that this form will then need to be faxed to wherever, and that it will take weeks before I can get my deposit back. Not only did I waste over 2 hours of my time, with no mattress, I had asked someone to leave their work early so that they could help me pick up this mattress, and my mother has no bed!!

After 2 weeks we got a letter from mattress warehouse and got a store credit and then we selected another mattress and we ordered it. Now the actual problem starts. Today two guys came to our to replace the mattress. They removed the mattress protection and saw some stains on it. Their manager didn't approve those stains on the mattress. We always used the mattress protection. We never took it off. Still got some minor stains on it and we bought that protection on Mattress warehouse on the same day we bought the mattress.

Those guys didn't replace the mattress because of stains on it with the protection and there is no record that we got a mattress protection too. Actually the store guy where we bought the mattress - he gave us a free protection on that day. No record for that protection so what I am going to do?? I lost $2650 because of $50 protection which is not entered in their systems. I don't know what to do. I lost my money because of them. Beware of this Mattress Warehouse guys. They are so rude. Never, ever buy with them any. They manipulate everything they want. If I had the information that I got a mattress protection with them I could have a chance to submit a claim.

Secondly, my wife had an extensive injury to her shoulder and successfully completed physical therapy. Although she had not had pain for several months, we agreed not to buy a cheap mattress. This was explained to ** and also put into the testing data for their bed match computer system. We both took this computer evaluation and only tried mattresses ** suggested from reviewing our result. We thought the Kingston Regal was the best choice. Since this was serious business for my wife's physical well-being she was hesitant and kept laying on it. ** could see she was hesitant and reassured us this was a good match. He said besides, if it turns out it is not a good match we have a comfort exchange policy and you can return it and select another mattress. This sales point convinced my wife we could not lose with this purchase. (NOTE: Nothing was said about additional fees for doing this).

Since then, the following has taken place: The mattress was delivered March 22nd. Before we even sleep on it we knew there was a problem. It felt like a rock. We tried sleeping on it and it was too hard and nothing like the one we tested in the store. After months of being pain-free, Bonnie's shoulder pain returned. I continued to sleep on the mattress because Bonnie needed the other bed with an older queen mattress. She was in so much pain as a result of sleeping on the Regal and couldn't get to sleep well because it was so extremely hard. She said she would never sleep on that mattress again.

On April 11th I went to the store and went to the mattress we had tested. It was much plusher than the one we received. ** told us sometimes mattresses are stacked high in the warehouse and the bottom one gets compressed and this hardens it. He said the same thing happened to him once. Getting a new mattress would be no problem. We returned on April 12th and ** completed the first of two comfort exchange forms. I told him I hope this doesn't take long because I hate trying to sleep on the mattress and we would like to sleep together. No problem, he will expedite the process. When I reviewed the form he completed I noticed there was a $199.00 service fee involved. He assured us this would be waived because I must have received a damaged or compressed mattress.

On April 20th I contacted ** to see why we have not heard anything. He said he had the various managements' verbal approvals but he is sorry he lost our forms. We would need to come in and complete a second form. On April 21st we came in and completed the second form. I reminded him he said our additional fees would be waived; right? Right. He put two notes on the bottom of the form and faxed it to his managers. The first note said, "**, I also sent these docs to ** per his request to expidite (sic) the process - the customers been waiting for weeks". I couldn't believe the second note. The total fee waiver went from "no problem" to the note saying "Customer was wondering if we could negate $199, free, or lessened". Thanks, **.

(Note: How weak is this note. I wasn't wondering. It is not appropriate for me to be charged additional fees because I was delivered a defective mattress. I didn't say anything. I will fight that battle when I get an answer.) Then ** assisted us in selecting another Kingston mattress that would be ideal for us and meet their exchange requirements. We found one and to our delight ** said he could arrange for delivery the next day since he already had the necessary approvals. He said he would call us in the afternoon and give us a window of time for delivery. (Note: Thank God this is over and tomorrow night I can sleep in comfort with my wife.) I went home and moved everything off my calendar so I could be home for the delivery. ** called as promised and talked to my wife. However, he said there will be no delivery the next day. He said it needed more approvals!!!

On April 22nd I went to the store to find out what the hell was going on. He was off that day and I explained the whole situation to his associate, **. She made two calls trying to find out what the problem was. Neither one answered the phone. She said she would try to contact them and call me in the afternoon. She called and said the manager completed his part and faxed it to corporate. On April 25th I called ** and ask him if anymore approvals were necessary. Who knows, maybe the president has to approve comfort exchanges. He said no. It has definitely been approved and customer service will call me with a number. He needed that number to arrange delivery.

On April 28th I hadn't heard from customer service so I found their number and called them. I got a recording that said I could wait and talk to a customer service representative or press 1 and leave a message and they would call me back. I waited and got this message every few minutes. After 20-25 minutes I couldn't wait anymore and pressed 1 and left a detailed message. I gave them my name, telephone number, assigned sales invoice number and stated that my customer exchange has been approved by all the necessary levels of managers. I was told by the store manager you would call me with a number so I could get my mattress. I have been waiting for a long time for my mattress and your call so would you please call me and give me my number.

Since I did not get a return call by May 2nd I called again. A lady actually answered. I explained the entire situation to her and ask if she could give me the number. She said what number? I said I don't know and if customer service doesn't know, we have a problem. Your manager in Shrewsbury, PA said you would call me with a number so I could get my mattress under the terms and conditions of the comfort exchange program. She put me on hold for a long time to get me an answer. Finally she returned and told me everything has been approved and I will get a new mattress. I ask her if that meant she would give the number I was told I will need to get the mattress. She said "no, we need to complete our processes." I ask her how long it will take to complete your processes. She said she didn't know but someone will call me when the processes have been completed.

I ask her if she would expedite her process completion because I have had weeks and weeks of processes and still don't have my mattress. She said I will hear from them. Goodbye. The saga goes on and on. All I want is what I paid for and was promised. I want my mattress without further expense. I want to sleep with my wife. I want her to sleep on a mattress that doesn't hurt her. I want to sleep in comfort myself. I want this nightmare to be over. If it is not over to my satisfaction by next week I will begin my own processes.

Note: I am hand delivering this statement to ** on May 3, 2016. I will ask him to contact me if there is anything in this statement he does not agree with. To be honest with everyone involved I do not totally blame ** for this fiasco. Yes he lost my papers and delayed the process. I am crucifying him for making a mistake. Yes he made a weak case for waiving my additional fees. However, most companies who make such a mistake at least try to rectify the problem ASAP. ** tried to do this. It was actually taken out of his hands. The constant micromanagement trying to find ways not to honor their own sales points and policies has created constant delays and demonstrated all lack of concern for customer satisfaction. The sad thing is the nightmare is not over.

This morning, 5/3/16 I hand delivered this statement to ** in an envelope. His first statement to me was, "Did you get your mattress yet?" I updated him on my customer service communications. I said, "** , I want my mattress and I do not want any additional fees." His response was, "I will call corporate and get your mattress. I assure you there will be no additional fees. Not in this case!" "I said that's good. If you try to charge me the $199.00 I will pay it to get my mattress. However, I assure you I will do everything I can to get it back. You and your company do not want me to do that. I know your company doesn't care about customer reviews. There are already 409 complaints posted. What's one more complaint with a 1 rating" and His response was, "**, I will get your mattress and there will be no fees." Ok. I said "** read this statement and call me back today if there is anything you think is not true." He said OK.

At 11:45 ** called and said he got approval to deliver my mattress. However, I have to provide a credit card and pay the $199.00. I didn't want to argue with him any further and said "OK. You told me that would not be the case a little over an hour ago. I said your company really doesn't want to do that. I will do everything I can to get it back. It will cost your company more money and time than its worth by cheating me out of $199.00." He said it is out of his hands. He then said "by the way there is an additional charge of $200 because the new mattress you picked is more expensive." When I met with ** I was thinking they may want to pull this stunt. Together we reviewed her pricing list. The one I selected was $24 more. She said they would not charge me the $24. I said I want that in writing. She printed out and gave me a copy of the exchange showing 0 charges in relation to the prices in the mattresses.

When I told ** this he said, "Oh, I thought it was $200. I am only doing what they told me to do." I said "** , I am giving my credit card number and I have good reason not to believe anything you say. For good reason I don't trust anyone involved with Mattress Warehouse. How much are you going to put on that credit card?" He said "$199 plus tax." I swear it! ** did not say he disagreed with anything I put on the statement handed him. ** stated I would get a call in the morning of 5/4/16, giving me a window time for delivering the mattress that day. I told him OK but did not want anymore cancellations. He said there won't be.

After a couple nights of sleep we knew this could not be the mattress we selected. I then contacted the mattress store and was told we had to try the mattress out for at least 30 days. I told the associate (Glen) that the mattress we were delivered could not possibly be the one we picked out. He look at his invoicing and said that is what we picked out and to give it a little more time to try it out. After a couple more weeks of excruciating pain and suffering I could not continue to go through the pain of sleeping on that mattress therefore I went back to the store and I went to the mattress we picked out and saw that the mattress we thought we had was not what we had at home.

I therefore informed the associate (Glen) and he said that we had to contact his regional manager and for me to bring the number off the tag on our mattress at home. I went home and brought back the information. He looked up the information on his system and said that what we ordered is what we got but I kept telling him that the mattress we had was not what we originally asked for. Also, I told him that the bedmatch program said we could do a comfort exchange if we selected a bed from the match program so I told him that we would do a comfort exchange to keep from continuously arguing about the mattress not being what we asked for.

He then informed me of a $199 change to do a mattress exchange. This was something new that had not been discussed originally. I told him that I was not going to pay an extra charge for a mattress we did not ask for so I would be calling corporate office. After several calls and messages to Mattress Warehouse corporate office (which it took almost a week to speak to someone) I finally got to speak with (John) regional director. He said he would take half off the charge. Therefore we would only have to pay the 99.00 and we could go back to the store and pick out another mattress. This process went on for about 3 months or so back and forth. I even went to the store with another person to verify the mattress I had at home was not the mattress we picked out.

The associate (Glen) assured me that the mattress we picked out was the mattress we were charged for. After continuous back and forth me and my husband went to the mattress store one evening to pick out our mattress exchange. Instead of (Glen) working it was a young lady who did our first mattress comfort match. She pulled our file and saw that the mattress on our bedmatch and the one we had at home was not the same. She said that we got the wrong mattress.

We got a Villa Romanesque Stearns and Foster but we should have gotten a Toscano Stearns and Foster. She said we were invoiced and delivered the wrong mattress. She called her regional manager and said that we would be called the following day so that we could get the correct mattress. We were not called so I called the next day and I spoke to (Glen). He told me to come in and we would order the correct mattress. However, it was a difference in price for the correct mattress. I had to pay an additional $111.00. He apologized for the inconvenience and said that they would deliver the new mattress April 5th. Waiting another week and half for delivery.

Taking a day off work anticipating my correct mattress the delivery guy comes to pick up the wrong delivered mattress. He sees a stain on that mattress and will not give us our correct mattress. I told him we had the message for about 4 months and I could wipe the stain off in which I did and he would not give us our correct mattress. So we still have the mattress that we did not order. Therefore we paid for a more expensive mattress that we do not have and we have a mattress that was incorrectly given to us because the associate put the wrong SKU number in the system when he did our order.

We now have to go to drastic measures and possible sue Mattress Warehouse because of their mistake. Our backs, neck, arms and legs suffer. We have lost over $1500 on a mattress that we cannot sleep on all because we trusted in a company that said they could deliver us a good night's sleep. This has been the worst company I have ever dealt with and I will be sure to let everyone I know to never purchase from Mattress Warehouse, Broad St., Richmond, VA.

I took her back to the store to pick out another similar mattress and the store manager commented that they stand behind their warranty. They sure do but they charge the customer an additional $99 to do it - even though they dropped her fee to $49.50, she nor any customer should have to pay additional monies due to their poor quality product. That is not my idea of standing behind their warranty. If she got another poor quality mattress, how many times will she be expected to pay this $99 fee over the 10 year warranty period. Will never purchase from this company again.

I went back to the Chantilly store and told the same salesman that I had called the manager and it was not important enough for him to call me back. He became very smug and told me that it was not his job to call me back and walked away to wait on the new customer in the store. He made me wait. He finally pulled up my order on the computer and told me that I had purchased the cheaper model box spring. I knew nothing about that because the box spring that was sold to me was represented as the "SAME THING; just different thread pattern." He told me that I would have to go to their website and file a service request and then they would tell me whether I could get an exchange. This was day 5 after delivery.

I did as he suggested and a week later I received a return authorization. I took it back to the store, talked to the same Indian Salesman and again he walked away from me to make another sale. I honestly got the impression that I as a customer did not matter. They had my $1000 plus and that was all. I waited. He finally sat at his desk and tried to avoid me. I asked him to set me up for an exchange for the box spring. He pulled up my account and said that he would have to order the Cheswick Manor box spring from the warehouse and that it was a $200+ additional cost to get what the current box spring was represented as being the exact equal to. I was skeptical because I assumed it was CHINA junk too. I commented that I noticed it was made in China, he said "all of our mattresses are made in China."

Well for all of the complaints on this website, there you go, the reason for all complaints; China Cheap Junk; overpriced for maximum profit. After I paid, 2 days later my new box spring was delivered. Every night I dread bedtime because this is the cheapest, junkiest, most uncomfortable mattress set I have ever owned. I wake up in the morning with a stiff back and an extremely stuffy nose, a testament to the QC of anything made in China.

The fabric was frayed, the plastic removed from the four corners but the delivery guys didn't do it. There were plastic things all over like 5 tags had been removed but they didn't do it, and there were three other tags still on it that we left there, and some of the steel was bent. We found that it could be seen through the mesh on the bottom. I didn't know mattresses had a warranty and I commented on Facebook. They contacted me back and said they had to send an inspector out for the mattress even though I'd taken several photos. They made the appointment for January 22. I was upset and exchanged many emails with the warranty department. On Saturday, before Christmas, I got a call from an inspector stating he'd be here in 2 hours. We weren't dressed yet and hadn't eaten or had enough notice to make room for him in the bedroom and had to cancel our bible study, but we couldn't refuse.

I had fought so hard to get it done sooner because our backs were killing us and I had already moved to sleeping on the floor. I saved every email for proof of how they treat customers and stall and act like we are at fault. As if the situation itself isn't stressful enough and causing pain and loss of sleep.That hurt my back a little but it was better than a $1400 mattress. Inspector found the bed and boxspring to be defective. No one apologized but they gave us a store credit for the warranty, on January 8. We went in and they had removed all Simmons products. I had read reviews online and realized that I should have kept my 12 year old mattress because a lot of people have trouble like this, with a lot of the new mattresses. So we thought if we picked out a firm mattress, it wouldn't sink, dip or cave. We picked out a firm that was $899 and we didn't want to lose that much money so we got a headboard and rails.

We still lost a couple hundred because they refused to refund the difference. But I had to argue with a district manager so he'd allow the headboard and rails. He said he'd call them and tell them it's approved. We ordered on 1/11 and it was delivered on 1/15...faster than I expected because they were giving us such a hard time. We checked it out and laid on it and it seemed fine. I woke up Saturday morning and couldn't feel my fingers or toes and I was in extreme pain. I checked out the mattress and it was sinking in the shoulder area just like the last one. We called them and tried to get the warranty started again and I took pictures. Before they approved the claim, I noticed that when I leaned on the headboard, it easily moved and hit the wall. It was about 4" from the wall. So we checked it out and neither side touched the floor and we couldn't tighten it because it had rivets not screws.

I've never seen a headboard not touch the floor. Both sides were about 1/2" from the floor and we could easily move the headboard back and forth. The holes were not drilled properly. So I contacted the warranty lady and she said I had to contact the store. The manager couldn't believe it and said that was definitely wrong. He said he had to look into it and acted like he couldn't make the decision as to whether he could add it to the store credit that was issued to us on 1/22 I think. He never got back with us and I posted negative yet truthful comments on Facebook and the regional manager from Raleigh, NC, called us on 1/29. We had to fight for that also but asked for a whole credit again and told him we didn't want another defective headboard. He agreed to it, said he'd call the High Point store and approve it so when we went on 1/30, all we had to do was pick out a mattress.

He said he did require us to do the bed match again. We went in around 11:30, did the bed match and laid in every bed that was on the list, as long as it didn't exceed $1400. Every mattress it said was right for us was extremely squishy and we sunk all over. I had to take several breaks because these squishy beds, paired with the very high pillows, were pulling on my neck and back. We spent 4 1/2 hours in there and picked out a Sealy Posturepedic that was not on the list. It does not feel as good as the Simmons did, but we had no other choice without losing too much money or going broke to pay more than $1400, which is out of the question. A good mattress does not have to cost more than $1000 and mark up on mattresses is ridiculously high. People can only get store credits here. They refuse to give a refund and I do not like being forced to continue to have to get any more of their mattresses.

We told the manager which one, he said he'd write it up and send in the claim, but had no idea as to when they could deliver and he never even looked in his computer for delivery times. We called on 2/3 to get an update but the manager was in Maryland with the district manager. I left some more unhappy comments on Facebook and the store manager called us on 2/5 to "verify" which mattress we wanted. He had not even filled out the paperwork yet. We were very upset. He still said he had no idea of a delivery time. We called this morning and were told the paperwork was just submitted Friday evening, the manager was off for a couple of days and there is no expected date of delivery. So we called the regional manager, but he magically wasn't there, so we asked if she would have him call us. I knew he was avoiding us.

I went back to Facebook because apparently, that's how to get some kind of response and in just a little while, which was 2 hours ago, the store called to say the regional manager called them and said to go ahead with delivery for tomorrow, 2/9. Funny though that he never returned our call. On Facebook, they delete any comment that tells the truth about their mattresses and how they handle these customer's problems. If this mattress sinks and sags, I don't know what we'll do. We also got two bad mattresses from another mattress store in April 2015.

We've had 4 different brand of mattresses from two different stores in 81/2 months and all 4 sag and dip in the same exact way. We've had a Serta, Simmons, Stearns & Foster and the current dud is a Cheswick Manor. We only have the receipt from the first mattress warehouse purchase because they issued warranty letters for the rest. We actually spent $1770.98 in May 2015 because we bought two Tempur-Pedic pillows that are too high and hard, but they would not accept their return or offer a refund for them either.

Updated on 02/17/2016: We were initially told the mattress would be delivered on 2/9, but it ended up getting here on 2/12. We had noted to the guys a black spot on the mattress and they saw it through the plastic, so after they left, we thoroughly examined the mattress and box spring. The fabric on the bottom of the box spring had tears in it, one corner was ripped and not stapled, there were tiny black spots of something on top of the box spring and tears or scrapes and a stain of some sort. I took about 10 pictures. I slept on it that night and woke up with numb toes and fingers, and pain just like with the other two mattresses we got from them. I looked at it and it was sagging at the shoulder and low back areas just like the others, and just like the firm Cheswick Manor, overnight, in one night.

The manager was nasty to us and acted like he and the company have tried and tried to help us, but they have not. He said my Facebook posts were deleted because I mentioned names and made it personal. I mentioned his name and the regional manager's in the last two posts out of 13, yet they had been deleting all of them shortly after I posted them. Just like I told him, they delete all negative feedback on their public forum of social media. They also blocked me on 2/13 for telling the truth once again. I received an email from the warranty department, stating that we can either pay them $75 for an inspection or contact Sealy. We refuse to pay any more money, and should not have to, especially for an inspection of a 1 day old mattress. We didn't have to pay anything for the last 2 bad mattresses from them.

I contacted Sealy on Saturday and have not heard back from them. I think they charge for an inspection also, and delivery charges, which we will not pay them for either, and we live about 20 minutes from Sealy and can drop off and pick up ourselves. It's evident we have lost our money, $1770.98, and still must sleep on the floor again. Small claims court seems our only true recourse for being scammed and ripped off and getting junk for our money as their corporate office will not agree to anything else. They also sent another set of rails for our trouble. They don't look new either and the left side is bent, so if we did have a headboard, we wouldn't be able to attach it. So much for a "gift" from them. The best gift would be a non-defective mattress worthy of what we paid for. This is in addition to my first review.

The supervisors chose to ignore my complaints and said they did not believe the driver's acted like I described (indicating that I am telling lies). One supervisor told me to meet the driver down my driveway. I explained that I just had surgery and it would be painful. I seemed he did not believe me. When I walked out to meet the driver, the driver laughed and went back to his truck and left. When I told the supervisor what happened (while I was in tears from pain) he laughed too. I do not think it was funny at all. I am appalled at this treatment, this humiliation. I purchased my mattress in December. It is now January. I have made one payment with another payment due but still do not have the merchandise. The 2 years no interest started ticking in December but I still do not have the merchandise.

At no time did the sales lady tell us the base not included in the price. At no time did she try to sell us the base, though we were clearly testing it and considered it part of the display model bed we were buying. There was no separate tag on the bed. My husband and I were looking at this or testing it for 30 minutes easily and would have seen any separate price tag. And if it were not included she would have tried to make a sale unless this was bait and switch all along to get the sale tag price for only part of what was displayed.

We bought the bed and then were called and told it could not be delivered for 2 weeks. When it arrived, the tempurpedic mattress and only a plain queen sized box springs were delivered. They insists that the adjustable base was separate and not included in the "floor model " price. They refuse to make good on their misrepresentation.

Mr. ** suggested he enter our health issues and sleeping requirements into a sleep simulator computer. Mr. ** placed us, side-by-side, on the simulator mattress for approximately 5 minutes instructing us to lie in our normal sleeping position; we then rolled over on our sides. At the conclusion of the simulation, Mr. ** presented us with a printout listing a number of mattresses from several manufacturers that he assured us would best provide the therapeutic support we require. Mr. ** then recommended the Kingsdown brand as the best mattress.

We test-slept on three models spending time going back and forth between the three to select the one that best provided our critical support. We selected the Enchantment model, the most expensive mattress. At no time did Mr. ** inform us that the Enchantment mattress required a break-in period before it performed as the display model. Knowing our medical history, this is a critical factual omission by Mr. **. Moreover, before we finalized the transaction we specifically asked Mr. ** about the warranty on the mattress and the process for filing a claim. Another salesman (name unknown but presented himself as a manager jumped in and assured us that we would be satisfied with this purchase and that the 20 year warranty would be honored by simply contacting the store.

On Monday, November 9, 2015, the mattress was delivered as promised. We slept on the mattress for two consecutive nights. On Wednesday, November 11, 2015 we discussed how uncomfortable we both were and how were not able to sleep. We both had experienced debilitating back, neck, and shoulder pain. The mattress was so hard that I opted to return to the blow up mattress to gain some level of relief.

That morning, my wife, called and spoke to Mr. ** informing him that the delivered mattress is not the same mattress demonstrated in the showroom. She told him there was something wrong with the mattress and believed the store delivered the wrong mattress. Mr. ** said it was the correct mattress and that it would take 30 days or more to soften. She insisted there was something wrong with the mattress at which time, Mr. ** asked my wife to send a photo of the mattress tag. She complied. Given Mr. **'s lack of concern for our dissatisfaction with his companys product, we returned to the store that afternoon to confront Mr. **.

Upon entering the store, we first found the display bed and confirmed it was significantly more soft and supportive of our backs, shoulders, and necks than the one delivered to our home. Mr. ** joined us and the three confirmed that the tag on the display, indicating the brand and model was, in fact, the same as the delivered bed. We told Mr. ** that the tag might be the same but that the mattress definitely did not perform the same. Mr. **, said we should sleep on the mattress for 30 days and it will begin to function as the display mattress.

We protested saying, we had purchased similarly priced mattresses that performed as advertised from the first day of delivery. Mr. ** gave a disjointed analysis that some manufacturers pre-exercise their mattresses at the factory but not the Kingsdown; it would take up to six months to be fully broken in. We rejected this argument and demanded that he, (Mattress Warehouse) refund, in full, the cost of the mattress/cover and pick up the mattress. Mr. ** refused to refund the money or offer us any other consideration, i.e. replace with another brand/model. We departed the store.

On November 16, 2015, we sent a letter of complaint to Mattress Warehouse management to the attention to: **, Customer Service Department, **, Customer Service Department, and John Ahem, Principal Owner. On November 18, 2015, we received a phone call from a person who identified himself as **, Manager, Mattress Warehouse, Grove Road, Frederick Maryland. The call originated from phone number: **. ** said he was instructed by the head office to call us to "help" resolve our complaint with the Kingsdown - model Enchantment mattress purchased on November 5, 2015 and delivered on November 9, 2015.

He asked us to describe our complaint which I did emphasizing that the salesman, Mr. **, had conducted an exhaustive interview asking us specific questions regarding our sleeping habits, requirements, and medical conditions. I further described our conversation with Mr. ** where we emphasized we desperately required a soft and supportive mattress to alleviate our medical conditions. We told Mr. ** that we were currently sleeping on a blow-up mattress on the floor and needed to secure a suitable mattress as soon as possible.

I told ** that Mr. ** suggested we participate in a computer simulator, which we did. Mr. ** asked us to enter our sleep requirements and medical conditions into the computer. We were then instructed to lay on the simulator mattress for over 5 minutes in our normal sleeping positions. We were then asked to lay on our sides as the simulator continued to "analyze" our sleeping stress points. At the conclusion of the simulator, Mr. ** produced a computer printout containing multiple suggested mattress manufacturers and models.

At this time, I told ** that we were senior citizens. ** apologized for his next question and asked me our ages obviously to ensure we were, in fact, senior citizens. I replied, "I am 63 and my wife is 67." At this time, ** told us he has in his possession the actual simulator printout and, according to the printout and my description of our medical requirements, Mr. ** had indeed sold us the wrong mattress and that it would be very hard. He also contradicted Mr. ** saying, "The mattress does not require a break-in period but should perform as advertised and demonstrated the first night.

** said, "Can you come into the store now?" I replied, "We are on the road.". ** said, "As the store Manager, I take full responsibility for you being sold the wrong mattress. I want to help you." I said, "**, we have lost total confidence in your store and Mattress Warehouse company. The only help you can provide us is to refund the total amount of our purchase and arrange to have the mattress picked up." ** said he did not have authority to refund our money but would consult upper management. At this time, I asked ** his last name. He replied, "I do not give out my personal information." I replied, "You know my personal information, last name. Why can't you give me your full name?" Again, he restated, he does not give out his personal information. ** said he would try to get upper management to approve our demand for a full refund and get back to us.

I went back to the store and **/salesman said he would contact Customer Service. ** called me and said the exchange was approved. I went in this weekend and now they said it had been too long and I needed to call **/Customer Service Manager. Called ** and **/customer service said it was not a Customer Service Problem and I needed to call **/District Manager for the store. I am waiting for a return call from **/District manager for Mattress Warehouse, 12619 MP Wisteria Drive, Germantown, MD. Mattress Warehouse giving us the runaround for months. Then claim I have waited too long for an exchange. YOU WILL FIND THAT THE EXCHANGE WILL BE LIKE BUYING ANOTHER MATTRESS. The exchange is based on the REGULAR PRICE of the EXCHANGE MATTRESS (regular price is usually on a card that will say something like - Regular Price $4000, Sale Price $2000).

I Googled the name of the mattress to see that it was an inner spring mattress. So I called customer service on Monday and the man who answered the phone apologized for the mistake and said he would call the store and call me back. I waited all day and he never called me back. So this morning I called back customer service and the lady who answered said she needed to see if the supervisor was in. She left me on hold for 35 minutes never returning to the call, so I finally hung up. I called back again and she said she would give him a message to call me. Instead of calling me he had the sales person call me. If I wanted to talk to the sales person I would have called him myself.

I called back again to speak with him and the same lady answered the phone who told me she would transfer me to his voicemail. Instead of doing that she hung up on me. So I called back again for an operator and I waited on hold until the Supervisor finally picked up. He was no help at all. He wasnt interested in trying to resolve the issue. He said I needed to speak with a district manager and then hung up on me. It is a very simple fix. The mattress is still in the plastic wrap. All they need to do is pick up the mattress that I don't want as it's not what they told me it was and replace it with the mattress I want.

I remarked in emails that this was a matter unrelated to the fact that the bed sagged noticeably. I was told that "your manufacturer" was the one who dictated the warranty policy of zero tolerance for any stains anywhere on the bed set. Eventually, about a week later, we received a letter from Mattress Warehouse that we had been approved for a replacement or for a dollar amount credit. Two days later, we went to the store and opted for a replacement along with a heavier duty frame at a cost of about 150 dollars. We would also be responsible for a 99 dollar charge for delivery and picking up the old bed set.

When the truck arrived yesterday, the driver was careful to tell his partner to remain in the truck. The driver went into the house into the bedroom, and his words (paraphrasing) "You REALLY do need a new bed." Then he immediately "noticed" a very faint yellow stain approximately 3 inches in diameter, and immediately told me that he would have to take a photo and see if his supervisors or whomever would approve the delivery of the new mattress.

I have no knowledge of how the 'stain' became present, as the only time the mattress was exposed was when the inspection took place, about 3 weeks prior. I feel it is unlikely that the inspector missed the stain. At the time the delivery driver told me about this, I was not about to wait another two weeks for someone to approve or not approve the replacement so I asked him in no uncertain terms, to leave. I feel that Simmons policy of no staining regardless of what the actual mattress malfunction is, is nothing more than a somewhat clever method of not having to deal with warranty issues. In summary, I feel that the no stain policy is draconian and that Simmons and Mattress Warehouse are bedfellows in this endeavor to not honor warranty claims.

We received store credit, we thought "great, let's pick out something in a box." We thought that way we will not receive another used mattress sealed in a bag. $700 dollars more and again you would think they would get this new mattress out to us right away. No no not the fact, it has been a month, we are now up to 3 months with the junk they delivered. We are now in the process of filing a civil complaint against the salesman, and mattress warehouse. Do not buy from these people, unless you want months of no sleep, and non-existing customer service... with the hassle of a lawsuit just for good measure.

We came back in 30 days plus one week and told him that these mattresses are not the same. The mattress in the showroom is much softer than the one in our bedroom. I posted the above complaint on several social media sites and on Craigslist and here is the response I received after being contacted by the regional manager: We won't be held to the $200 fee for changing the mattress because he said that he "can't find the paperwork we signed agreeing to it." I have the paperwork and would be happy to show him. That doesn't change the fact that this mattress is not the same. His response? "Thousands of people lie on those mattresses in the show room so they are softer." What??? So how does one choose a mattress if it's not the same as in the showroom?

When I asked him if that's the case, then how can I choose a new mattress and not have the same problem? His response: "That mattress you bought has a 20-year warranty so they make the coils very, very sturdy so that it lasts." Basically, all I want is my money back and this mattress out of my house. By his account, it would be impossible for us to obtain a mattress in their showroom that we can find to be comfortable because the mattresses are overused and not an accurate example of how the bed will feel at home. Complaint filed with Better Business Bureau and complaint was accepted.

Wednesday came and I drove my son to school and returned home. I again called corporate to inquire about the approximate delivery time and was told delivery drivers had been there at 8:45, again called corporate who then attempted to reach me again ON THE WRONG NUMBER, and again were told to leave. I was then told I could not get my bed until Saturday. They have 2 delivery days, Wednesday and Saturday. The man at corporate I spoke to was rude, condescending, and extremely unprofessional. I immediately cancelled my order with them and went to another furniture store, bought essentially the same bed for less money and they only charged $50 dollars for delivery and no charge for removing the old mattress and box spring.

I would stay away from this company as their practices are unprofessional. They act as if they are doing you a favor by selling you a bed. The only positive experience I had was with the salesman, ** who was very professional and kind. He apologized for my treatment even though it wasn't his fault. My advice to anyone considering purchasing a bed from this company is stay away and go with a different company.

To make matters worse, the delivery personnel broke a dowel rod on our stairs while bringing in the stained, wet mattress. We immediately notified their corporate representatives of the damage to which they responded by mailing us damage claim paperwork 10 days later. We immediately returned the completed claim with pictures and a quote for the repair per their instruction - all with the expectation that they would contact us in 5 business days as stated on the claim form.

Given my experience with their lack of customer service to that point, I was not surprised when I hadn't heard back from anyone at Mattress Warehouse after weeks had passed. I called October 8, 2014 to inquire about the status of my claim to which I was told someone would call me back that day. I did not receive a call. It has now been nearly 2 months, so I called again today...only to be told someone would be calling me from the delivery contractor.

I have worked in business development and sales (including retail) my entire career. I have never witnessed the level of customer negligence that I have with this outfit. I will NEVER make another purchase from Mattress Warehouse and would recommend anyone considering a purchase from them to reconsider.

I feel that there is something drastically wrong that 2 mattresses failed and that either they were selling second grade product or reselling defective product that was deemed defective from a previous customer. We feel that this company has no credibility and ask for a refund, so we could purchase a quality set from another distributor. They will not give a refund. Then I requested a ComforPedic model and was told from a district manager that it was not available. First he said it was discontinued, but after we told him that we can buy it at 3 other stores, and his store manager called one store and told him they can still get it, he changed his story to, they just couldn't get that model from the factory. He would not try to satisfy us in any way.

He tried to sell me a mattress that I did not want and would not accept. We have checked and the BETTER BUSINESS BUREAU has over 300 complaints about this company but yet they are still in business, taking advantage of people and they DO NOT care about customer satisfaction. This is in ALTOONA, PA. I suggest that before you buy, check for reviews!! Better yet - BUY from some other company!!

We were forced to pay another delivery charge for this 3rd mattress; with a PROMISED delivery date of 4/23. We were told we would be called Wed with time. There was NO Delivery and No call. We Called and were given a Friday morning (4/25) delivery date AND were told they would call us on Thursday. NO CALL CAME and NO DELIVERY was made. Another violation of the Contractual promises. I called on Friday. They called back and told me Saturday morning they were making a delivery to Atlantic Beach, 9 miles from my house and would deliver ours then. Saturday around 11am we called. They called my wife back at 12 noon and said they would be there between 2 and 5. They called me 45 minutes later and said they would not deliver.

I was then called and told the "warehouse Manager" in Raleigh promised personally they would deliver Tues MORNING 4/29. Tuesday, I called Customer Service and was told the Customer Service manager would call back. HE NEVER DID. However, ** called from the warehouse in Frederick, MD to tell me the delivery was scheduled for Friday 5/2. When I said this is the 4th delivery date, he was surprised. No one had filled him in. He again was apologetic, which goes a long way. He said he would follow this personally. Again, a customer likes to see someone cares or at least appears to care.

I made THREE calls to the customer service manager (John **) and finally got through. He had ZERO, and I mean ZERO concern about the situation. He never apologized once. ALL he was willing to say is "they deliver different down there." He then tried to explain how delivery (supply chain) works. I explained My career was with Ford Motor Company Global supply Chain Manager... 13 plants 9 different countries. I tried to steer the conversation to the Customer Service issue. He REFUSED to address any of that; and simply kept telling me I moved the mattress out of HIS delivery area. Ironically the warehouse here in NC is closer than the one when we got the first mattress.

I requested a refund for the delivery charge (a very generous offer), and he emphatically said NO. Would not even consider it. He claims the delivery dates were not real, so either I am lying or the Mattress Warehouse people lied. I asked for the address of the legal department. He told me to send the letter to him, as no one above him would be willing to talk to me.

My telephone number is **, I hope to hear from someone within 48 hours or I will proceed with legal action (yes you can bet a lot of money on that happening). This could have been fixed with a simple refund, considering we waited for 4 different PROMISED delivery dates that did not happen. Instead I got a lot of ARROGANT attitude from Mr. **; the Arrogance of Mr. ** is astonishing. I truly cannot believe he is a Customer Service Manager. The order is under my wife's phone (**) and should have my number there also **.

This does not make sense. You can sleep on a new mattress, from Mattress Warehouse for less than 30 days and return it for another one [plus a few dollars] or for your money back but can't return an opened box, where in which items were never removed. I have contacted the Corporate Headquarters and had to leave a message for the District Manager [Kevin **] for the Waldorf store. I'm still waiting on a call back.

I received a letter dated November 30, 2013 indicating that my mattress would be covered under the warranty. Great. However, the letter indicated that I needed to pay a transportation fee of $70.00. I went to the store to present that paperwork and have it replaced. The salesman at the store didn't even read the letter before letting me go. He indicated that he would finish the paperwork and get it to me on the agreed date. Not 10 minutes later I get a call from him telling me that I needed to pay the $70.00 transportation fee before he could complete my replacement papers. I asked him why I had to pay the fee when I already paid a delivery fee (it was included in the price of the set) when I already paid one and that it is their responsibility to replace it. He told me to call the Frederick, Maryland office. So I did.

I spoke with a lady and she indicated that there wasn't anything she could do, but she could speak to her supervisor and see what she could do. I asked to speak with someone who had authority to waive the fee and was told that they do not take customer calls. Now that is customer service for you. Now, I called the office in Frederick, Maryland to have the fee waived and my request was denied. This too is by far the worst customer service. I should not have to pay a transportation fee to have my mattress replaced. I could understand if it was a few years from the purchase... however I am within the first six months of purchasing this item from the Glen Burnie store.

I have had the replacement extended for a month, but still does not indicate that I do not have to pay the $70.00 transportation fee. I also have a friend that bought the same item as mine and is having the same problems with the customer service and replacement of her mattress. If this is the way that treat all of your customers, I am surprised that they are still in business. Most business comes from word of mouth and unfortunately with the treatment that I have received, will not be in their favor.

I was told they would contact me within 3-5 days. I contacted them approximately 10 days later and was told they were trying to contact Mattress Warehouse. I was then told they would replace the pad and mattress. I told them my mother's needs had changed and she required a hospital bed. After several phone conversations, I was told they would issue a store credit for the cost of the mattress and notify Mattress Warehouse. I received a phone call from Ashley at Mattress Warehouse on 9/25 and made contact with her on 9/26. She stated they would deliver a replacement mattress. I again explained I didn't need a replacement and a store credit had been agreed upon by Fabrictech.

She told me she would need to talk with her supervisor first and call me back. She called back and said a store credit was fine, but they would need to pick up the old mattress and charge a $70.00 fee. I agreed to this and told her I would call her the next day with credit card information. When I called her 9/27, she told me the store credit would be in the amount of $178.00 and it was good for 30 days. In this situation, Fabrictech's mattress protector did not work as I was told it would; further, the warranty to $108.00, which is a fraction of the cost of the mattress and mattress protector. Even after accepting responsibility for a defective product, they refused to reasonably compensate.

I received no phone call that Tuesday. On Wednesday September 11 I called the store to inquire about my bed. The women on the phone told me she would look into it and call me back to let me know about the bed. An hour later, she hadn't returned my call. When I called again she told me that my bed had not arrived but that it might come the following Tuesday. I was very upset at the fact that I was told it WOULD be there. I then asked her why no one called me to let me know that my bed hadn't arrived on the day I was told. She replied with, "Well I didn't know I was supposed to call you." That angered me very much, as it is the stores responsibility to contact customers - especially when the store messed up.

I then called back the next Tuesday (September 17) and AGAIN my bed hadn't arrived (nor did anyone call to inform me). I spoke with the same woman I had spoken with the week before. She told me that last week (Sept. 10) it was the warehouse’s fault, but that this time it was hers. I appreciated her honesty but I am still bothered by the entire situation. She gave me free delivery for the following day. That went well - the delivery men showed up within the time period and were very friendly...except she gave them the wrong address (my previous address mixed with my new address).

My experience with you all was horrible to say the least. I have had my bed now for a week and there is already a really, really noticeable dent where I sleep. Now just sitting on my bed I sink into the middle. It's disgusting how horrible this mattress is and how fast it turned into me basically sleeping on my frame again. Needless to say, I am a small person. I am only 5"3 and weigh 150lbs. I should NOT be able to make a dent in a bed like this is 7 days!!!

Today I received a phone call from the manager. He was extremely rude and told me, "You get what you pay for." He would not upgrade the bed, exchange it, or give me my money back. I contacted the actual company who made the bed and they told me they can only do what the mattress store complies with. Basically, they ripped me off. I am a college student living in a temporary situation and do not have the kind of money to replace a bed. I thought I was getting a great deal. And to be honest, I don't have the money to replace it...so I am stuck with a mattress that, if I could, I would set on fire.

I work extremely hard for my money and am barely able to get by as it is. I pinched and pinched to save enough money to even get a bed in the first place so the fact that ANY company would pull this kind of stint and the manager would be behind it is beyond me. I have been sleeping on my boss's couch for the past two nights because I can't still on my bed. PLEASE DO NOT GO TO ANY OF THEIR STORES!!!! DO NOT LET THEM DO THIS TO YOU TOO. Trust me - sleep does NOT happen.

When I first got the mattress I started to notice when I laid on it for a while my back started to hurt. I was very concerned because this was a high-end extremely expensive mattress. I slept on it for a night and tossed and turned and could barely sleep. Since I felt uncomfortable and I barely used it, I thought I could return it, but I was wrong. Since we didn't sign up for a 120-day money back guarantee, which the guy who sold it to us never mentioned, we were informed that we could not return the mattress, because in fine print it was mentioned that there was a no return policy. So basically hundreds of dollars was spent on a mattress that causes a lot of back pain, that I can't sleep on... I've been tossing and turning on this bed for two weeks and recently bought a foam pad for it, but it is still very uncomfortable.

Three hours later I ended up calling him again only to have him tell me he was too busy but everything was taken care of. About ten days later I received my first statement and everything seemed ok. I made my first payment and all seemed well till I received my second statement. The second statement had the original purchase price on it and a new charge of the exact amount showing as a second purchase with a shorter finance period. I immediately called the store again only to be given the same story, give me your phone number and I'll call you tomorrow.

After explaining to the person on the phone what happened the first time I was rudely told, "Well you didn't talk to me." So I asked for a manager and was told "I am the manager." So after all my extra time and effort just to make sure I was making my payment on time I ended up having to call the credit company to file a dispute. Funny they weren't too busy when they sold me my mattresses. In fact we were the only people in the store. But goodluck trying to get customer service after the fact.

I found rails at Unclaimed Freight. Went and spent another $70, came home, set the bed back up. Put the foundation on, which was low profile... We ordered the regular... Next, took the plastic, which had been taped off of the mattress and the mattress label, the one that says DO NOT REMOVE, was half torn off, stamped FLOOR SAMPLE and has a star symbol punched through the tag. They delivered a store floor sample to my home. My daughter laid on the bed and it is so much softer than the one in the showroom. After calling the store to express my concern and total awe, the Aireloom sales rep called me to explain Mattress Warehouse purchased 150 of these "floor sample" Triumph mattresses at a great discounted price. And yes, they stamp the ones for "floor samples" with a red "floor sample" stamp. I also expressed my disappointment about getting the wrong foundation and how soft the mattress seemed compared to the one in the store. He told me to have my daughter sleep on it for a week, then make a decision.

I told him at this point I may want my money back. He was quite understanding and told me to call him with any further issues. I then called the store asked to have the district manager call me. Two days later, still no call. I get a call from the store wanting to set up delivery of a new mattress on Thursday. Well, first of all I am not available, I told the woman. Second of all, I will be returning the set for a refund, not an exchange. I asked for the phone number of the district manager and called him. He told me he was playing cards. I explained my situation and told him I just want them to pick up this set and I want my money back. I feel I was deceived and just don't trust the company. He said "that's not going to happen". I shared some other issues with him about our visit to the store and told him I'd have to speak to him the next day as I was really getting upset and had just had enough for the day with this issue. Well, here we are two days later, no call back from the DM. While at work, my daughter gets calls and messages, that the delivery truck is here to deliver the mattress and to contact the store since no one was home.

Well I tried to call the DM this evening, l vm for him, I called the store and told the salesman to arrange to pick up this set and give me a full refund. He tells me he doesn't think he can do that. So.... this store sells me a floor sample for a mattress that is suppose to be new, delivers the wrong foundation as well, does not inform me I need to purchase special rails for the bed and it even has ripples in it from standing on its side. I never even got warranty papers or literature on the mattress. There was no company pamphlet/tag that came with the mattress. I would absolutely NOT recommend dealing with this company. I feel it is only fair to refund my money in full as I feel I have a valid complaint and legitimate reason for the refund request. I feel I was cheated, deceived, tricked.... Why, because I am a female? Shame on you, Mattress Warehouse!

Also, he proceeded to tell me that there would be a charge for the exchange for $70 for one of the mattresses and $199 for the other one. I replied that I was still within the exchange period, and he responded that it has been a week, and that it was too late. I told him that I had called on Tuesday and left a message, and that he was off and couldn't get a hold of him until Friday. He didn't want to hear it, started yelling on the phone and hung up on me. I called back, and he said that he didn't care if I called his manager and hung up a second time on me.

I proceeded to call their corporate office, and they took a message for their regional manager Mark **. Someone in customer service called me back, Ashley, and she informed me that the fees for the exchange still stands, and she couldn't do anything about it. At this point, I asked to speak to Mark **, and was transferred to his voicemail. Nothing has been resolved. In the meantime, my son's mattress may have MOLD! I will proceed legally against Mattress Warehouse if I have to as I have a witness for the comfort guarantee. It is not being honored unless I pay a fee that is just ridiculous. I will not recommend for anyone to buy from them as they are the worst company that I have ever dealt with in my life. They are rude, a fraud in their guarantee on their mattresses, and sell you possible MOLD infected merchandise. They do not take responsibility and are very unprofessional and shady.

It is now March and I still have yet to see my account credited. I've been going into the branch almost every month since the delivery and the manager continues to say that he filled out the slip for the refund and my account will be credited in 7-10 days. It has been 5 months! Every time I went into this branch, this man lied to my face saying that he took action when he didn't just because he didn't want himself to look bad. I'm very unhappy with Mattress Warehouse. I can't believe that they would hire people with horrible customer service skills and then make him a manager. I would not recommend anyone to shop at Mattress Warehouse.

After two nights, I contacted Mattress Warehouse and explained to them that this just was not working. They explained their "no returns" store policy and told me I didn't have to take that one home, but now that I have, there is nothing I can do. This mattress is brand new and I can't even exchange it for something else. Now I'm stuck with a horrible mattress and they made no effort to try to remedy the situation. I will never shop at this store again and I will be letting everyone I know what horrible customer service they have.

I called again and this time Ashley told me they found it but since it was delivered in my wife's name, she would have to verify I purchased it. I financed the thing in my name so it should have been simple, but my wife verified that I was the purchaser. Ashley told me that they would have to send out an inspector to check if the bed was damaged due to our fault or if the bed was a manufacturer defect. So I waited for a call from the inspector. Again, I did not receive a call so I called Ashley again. This time, she told me that the mattress we purchased had a warranty that did not require an inspection so they would send me out a letter in the mail which I could take to the store and get a replacement mattress. I didn't get it. Instead, I got an email after another call to the customer service number.

I went to the store at Arundel Mills Mall and met with Dick. He was an extremely rude gentleman that talked over me every time I tried to explain the situation. He kept telling me that I had to pay $70 for the delivery of the replacement mattress. Every time I protested, I was spoken over and told this was the industry standard. Of course, I didn’t feel that I should have to pay to get a replacement mattress since the one we bought was defective. While arguing with Dick, I asked for his district manager’s number and sent an email in reference to the issue I was having with Dick. I was given the info and followed up the following Monday with a call to the DM. The DM was very short-tempered and loud, did not identify himself when I called and kept feeding me the same line about industry standards. I finally got a contact out of him at the corporate number and called to report him as well.

See, not only was he rude, but he kept telling me he was going to fire Dick the salesman. I told him by law he was not allowed to discuss disciplinary action of employees outside the company. He started yelling at me that I should not judge him as he was not judging me. I placed a call to Miriam at the corporate headquarters and explained all that had transpired. She informed me she would look into it. My wife received a call from the DM shortly after stating the mattress would be delivered on November 16th and that he was refunding the $70 delivery fee, not because I called to complain but because it was the right thing to do. Yeah! Small victory for me, right? Wrong! I did get the money back, but today is November 16th and the mattress was not delivered.

My wife called Dick at the store and was berated when she was asked why the mattress was not delivered. Dick explained to her that the mattress was not scheduled for delivery because the DM, a Mr. **, had no t submitted the paperwork after the two weeks since we have been to the store. Dick also told my wife that he remembered us as the difficult customers who were not happy even after the delivery charge was refunded. My wife called me and I placed a call to Mr. **, the DM. He answered the phone and immediately got loud with me. He yelled at me and called me a liar about what I had previously told him, and said we could have the mattress on Monday. I told him Monday would not work as my wife had already taken off work today and could not take off Monday.

He yelled at me and said all he could do is apologize and send the mattress Monday and that if I didn't like it, he would pull the ticket, and we would not get the mattress. I asked him what he meant by pulling the ticket. He yelled that I was having a problem understanding his English and hung up on me. My wife called him and he stated he was looking into the problem and would call her back within an hour. This was at noon. I called Miriam at corporate to explain my situation with Mr. **. I had to leave a voicemail. When she did call me back, about twenty minutes later, she said she would try to work out a solution for me and call me back.

When four o'clock rolled around and neither my wife nor I had received an answer back, I called corporate and was told Miriam had left early for the day as she was going in vacation and wouldn't be back for 10 days. I got transferred to the main number and begged to speak to someone above her as this was outrageous. No luck. I finally got transferred back to Ashley who told me that we would have our mattress tomorrow. I asked who planned on calling us as neither Mr. ** nor Miriam had, and Miriam had left for vacation. She apologized. Needless to say, I doubt tomorrow will go well. Mattress Warehouse has given us the runaround. This process has spanned over four months.

I stopped in the store on October 10 and was told by the young lady covering (I did not get her name) that my saleswoman was out that day and the company was unsure as to when she would return. I related my problem to the saleswoman covering, and she said she would call the manager and ask what he was willing to do. In the course of her phone conversation with the manager named Mark, I heard him reply to her that this "is not like a hotel". After completing her conversation, she offered to sell me another bed at "employee price", which turned out to be, according to her, $200.00 off of a $2K plus bed. When I informed her that I had already spent $2,300.00 and would not be spending more, unless it was on a more expensive mattress after an exchange, she suggested perhaps I give the bed to one of my children and in turn use their bed. I never mentioned having children to her. Again, rude and unprofessional.

I have emailed the corporate office twice, and to date, I have received no response. Several things stand out as very poor customer service at Mattress Warehouse. Yes, they have a no return for comfort customer policy, and I should have been a more informed consumer and taken my business elsewhere to begin with. The competitors do not have the same policy; and with a restocking fee, which I feel is fair, they will take back a mattress if there is a comfort issue. It is noted in very small print that Mattress Warehouse does not exchange for comfort, and it is not voluntarily disclosed by the salespeople. Perhaps it should be, considering it is not in keeping with competitors policies.

The manager that was on the other end of the phone might have had a little more professionalism than to say "this is not like a hotel"; he must have had little regard for who heard his comments, since he made them loudly enough for me to hear as he was speaking over the phone to the salesperson. Why does corporate not return my emails? The whole experience leaves a very bad impression, one that leads me to never purchase at Mattress Warehouse again and certainly not recommend to family or friends. Buyer beware: Check out the return policy and you'll no doubt do better elsewhere. There is no excuse for rudeness no matter what the store policy.

I waited a couple months and returned to the store. Once again, I spoke to the same salesman and explained that I had been in 6 weeks after I purchased the mattress to file a complaint and I had never heard from anyone. He rummaged through some papers and found where we had spoken about the problem. He promised to get in touch with customer service and find out what was going on. Instead of hearing from someone to come inspect the mattress, I received a 4-page report required for me to fill out explaining the problems before they would come inspect the mattress. I filled out the report and submitted it to customer service in September of 2011.

I waited until February and went back to the store again to find out what I was supposed to do. The same salesman said that he would call customer service again and find out what the problem was. So again, I waited. In March, I received a letter from Mattress Warehouse Customer Service Department saying that they had the mattress inspector call me repeatedly to set up an appointment but I would not answer the phone! Since I have caller ID and an answering machine, I knew that this was a flat out lie. And if I was complaining about mattress problems since July of the previous year, who did they think they were kidding by saying that I didn't return the inspector's phone calls when I am the one begging for someone to do something?!

Finally, I called the local TV station that tries to remedy consumer complaints when they are having problems with local businesses. After a call to them, I received a phone call from the Mattress Warehouse store manager. He promised to look into the problem and call me back. Shortly later, I received a call from customer service. They informed me that they had tried to contact me but I never returned their calls. Of course, I knew that this was ridiculous. They also went on to say that they had even sent me a letter in February stating that if I wanted to reinstate my warranty claim, I had to contact them. Since they never heard from me, they closed my claim. Bingo! Well, I just happened to save their return email that said that I had responded to their letter and they were going to be reopening my claim. The woman at consumer service was calling me a liar for never contacting them after I had filled out the original 4-page complaint in September! Woopsies! So, I asked for her email address and forwarded the copy of their email saying that they received my request and were going to reopen the claim and be in touch within the next few weeks. Ta da!

Finally, the woman said that they couldn't do anything about my warranty because I had waited to long to report it. Seriously? After that discussion, they transferred me to someone else to set up an appointment with an inspector. This is now August of 2012! The inspector came as promised and pulled out his little satchel of tools. He took pictures of the mattress. Of course, this is 4:00 in the afternoon and I get up at 6:00am. So on a pillow top mattress exactly what sagging did they think was going to appear on the images? He then pulled out a string and measured the sagging with a ruler. Now I had just explained to the inspector that I am the only one that sleeps in the bed so the sagging is in the middle of the mattress, not on either side as if a couple slept on the mattress. So he proceeds to gently push on the mattress going down each side. The inspector lifts the mattress up and takes pictures of the boards holding the mattress into the frame. He proceeds to write down that I have 3 boards. Since I read the warranty on the mattress, I know that the requirement for the mattress is 5 and I insist that he look again.

Based on the inspection, I knew what the results were going to be. But I waited several weeks to get the response in the mail. Mattress Warehouse would not replace the mattress because a 1 1/2 inch sag was not considered defective by the manufacturer. Of course, they didn't measure where the sag was! And in order for the mattress to be supported properly, it has to have 5 slats holding it in the frame made of oak or another hard wood. They could not be pine. Aha! Well, I specifically asked when I went to purchase those slats at Home Depot what they were made out of and they said oak! I checked the sign myself by the wood before they were cut just to make sure before I bought them and indeed they were oak! At the end of the letter, customer service said that my mattress was not considered defective and if I wanted another inspection, I needed to pay $50 to have one done.

Well, they inspected it and also said that it had not sagged the warranty amount allowed, and they had lost all the pictures that were taken. I then contacted the salesman again and told him the situation and told him that I was very dissatisfied. He told me he would check into it. Still again on several occasions I made phone calls and there was always an excuse, such as “I forgot”, “I got busy”, etc. I went into the store three times to talk to him, and one time, he was asleep on one of the beds in the store. They finally, after me talking to the corporate office myself, agreed to send someone out to inspect the mattress again. When the gentleman came, he agreed that the mattress was defective; but now that the report has come back, they say that it has not sagged enough. This mattress was $2,100.00, mattress only. What is wrong with this situation? A $2,100.00 mattress defective and sagging twice in less than a year.

After I talked with the corporate office customer service rep, she informed me that we could only change out the mattress once and that if we wanted another mattress, we should have got one after the first one was defective. We were not given that choice at that time; we were told we had to get another iComfort by Serta. Well, I can tell you this, save your money - they aren't worth bringing out of the store. Their excuse at the corporate office was that it was past 180 days. Well, if their salesman had done his job, maybe it would not have gone past 180 days. I was not told about a 180-day policy either. My husband and I both have bad backs, and now we have a mattress we can't even use because it hurts our backs. I also am handicapped in my left arm from a bad fall, and it also causes me problems with it. So much for good service!

After two weeks I figured out that the bed seemed to slope at the edges. At night, I felt a little like I was going to roll out. We went back to the store, talked with Sean and he said we could swap it out for a $200 charge. He would talk to his manager and get back to us. In the meantime, I tried out a memory foam Serta I-comfort in the store and we decided to go with it. Two days after we talked with Sean, I went back to the store to try the bed again and make the $200 payment on the new bed. Sean wasn't working that day and I was told by another salesman that we had to wait a full month from the date of our original purchase before the manufacturer would consider our swap.

This was confusing since Sean was very clear that he could take care of this for us. Regardless of what I said and the fact that my back was getting no better, the salesman nicely insisted that he could not do anything more for us. We would have to wait. The next day my husband called Sean who said he would look into this. Several hours later Sean called and told my husband: no problem. He talked with his manager and we could make the trade right away. We went to the store the next day to close the deal. The new bed will be delivered on Wednesday. Sean was fantastic. He explained things very clearly, always told us our options and pointed out to us factors that we hadn't taken into consideration. If it were up to us, Sean would get a big raise.

He sweetened the deal by adding 2 pillows (value $130 each) and a mattress pad (value $140). Yes, he explained the stains will void the warranty clause (do you really put faith in warranties? Get the best deal now so when the warranty falls shorty, you still do not feel slighted). I did comparison shop (hard to do) and found a comparable, same brand mattress online. Again, with a "one time switch the mattress" if not happy for $100.00 guarantee, but Mattress Warehouse did do a fair job at the price match and kept the freebies, but lowered the cost to $1,440. Still not a cheap mattress, but we could touch and test it, and did have the option to get our money back for $200 (I believe!). But we love the mattress, although we have only had it for 3 days. So all in all, I believe I am happy with Mattress Warehouse and am very happy with Devon. So far, happy with the mattress.

My complaint? The deliverymen. I plan everything and did not want my mattress damaged on delivery, that means I want it bent minimally only if needed at all. I do not want it dropped on dirty concrete or dragged over railings and I do not want my walls scratched. As such, I used a tape measure and carefully planned the delivery. I move what has to be moved, I removed hand railings and doors, and I know that if care was taken, the mattress would be delivered smoothly and without damage. Enter the animals. No not my cats - the deliverymen! Man 1 entered the house and I expected that he was going to ask where the mattress goes and/or go over some paperwork. No, he just stood at my door and watched the 2nd guy try to carry the mattress (a king) by himself up my concrete walkway and steps. The 2nd guy made it about halfway before he dropped the mattress, half on the abrasive concrete walk and half on the concrete steps, where it then proceeded to fall and fold over my railings and onto the grass.

The first guy laughed and said, "We're tired, we have been working all day." I sympathize, but I really do not care and I said so! I do not want my $1,400 mattress dropped on the concrete and grass. The delivery man did not seem to understand my attitude, maybe he would if it were his money. I headed outside and started assisting these tired workers. Once the mattress was in the first floor, I informed them that I had a good route planned out. They could not be bothered with listening to me. I was informed, "I have been doing this for 26 years!" Maybe, but you have moved a mattress up my stairs exactly never. I have all the experience here! Despite my plans (and common sense, especially with all that experience), they just jammed it into the stair well. They seemed put off by my concern at not damaging my newly painted walls and informed me, "We are going to rub your walls sir." Well maybe not if you took one moment to think about what you were doing.

Then after jamming it around the staircase turn and getting it to the 2nd floor, they totally ignored my request to come through in the direction of the removed door, this would lessen the bend drastically. No, let's just cram it through there. It's not like there is a metal frame in there that can get bent and damaged. Oh wait, there is but hey, they do not have to sleep on it or pay for it! Now another flight of steps. It's a good thing I do not back down from people because I prevented the mattress from getting ripped on the railing hardware at least 3 times during that portion. Finally it is in the bedroom and all I had to do then was try to clean off the 2 stains they caused during this fiasco. I guess that voids my warranty immediately. All in all, I have little faith in people's service and work ethic and this was just one more example. I do not specifically hold Mattress Warehouse to blame, but these men did represent them - very poorly at that. I just want Mattress Warehouse to know the lack of caring their delivery men show.

In the morning, I simply decided to cancel my order. I called customer service and asked how much they sell just the mattress for in order to solidify my decision. I was told it was over $1500 just for the queen Eastman House Capella mattress and to contact a store for more information. So now that I had conflicting prices and no information about the bed, I called the Mattress Warehouse located in Newark, DE to find out how much this mattress was really priced for. I spoke to ** (or something like that) and told him that I was interested in the Eastman House Capella mattress and that I saw online that it's around $700. He went on to say he could give it to me for that price, but then quickly stopped and asked if I had already purchased the bed. I told him "no" and he went on to tell me more conflicting information. After he was finished, I then told him that I indeed had financed the mattress at the other location, but for $300 more, and thanked him and hung up.

When I arrived at the Concord Pike location and told ** my conversation, she took immediate offense and called up the Newark location. After getting off the phone, she continued to angrily and aggressively speak to me, calling me a liar and that it was wrong of me to "snoop" around. So does that mean Mattress Warehouse expects me to just accept the $300 difference and that I’m wrong to want a fair price? It’s absurd to think that ** was that upset because I found out she tried to swindle me $300! She continued to yell at me as I walked out saying, "Isn't that funny," and, "Happy shopping," over and over again. I thought she was finished, but she kept it up the whole time I walked out by calling me a liar and multiple other offensive names. After I left the store, I was so upset and in tears over the whole situation. I simply went there to cancel my order and in no way provoked **'s reaction to scream at me.

I called customer service crying and the lady on the phone talked to ** and said to me, "Don't you think what you did was sneaky and going behind our backs?” And she would not give me **’s last name after I told her I wanted to make a complaint. I do not know this woman’s name, but she told me they have video cameras in the store and that ** didn’t do anything wrong because she didn’t leave her desk and that I shouldn’t have felt threatened (which I told her I did after the verbal lashing). Then she went on to say that I shouldn't report anything because my order is out of the system. Needless to say, I don't think anything will be done about this because if their customer service at headquarters is calling their customers "sneaky," it’s no wonder their sales reps get away with unprofessional heckling! Avoid the verbal abuse and steer clear of this store. What a horrible experience. I have never been talked to in that manner.

In the morning, I simply decided to cancel my order. I called customer service and asked how much they sell just the mattress for in order to solidify my decision. I was told it was over $1,500 just for the queen Eastman House Capella mattress and to contact a store for more information. So now that I had conflicting prices and no information about the bed, I called the Mattress Warehouse located in Newark, DE, to find out how much this mattress was really priced for. I spoke to ** (or something like that) and told him that I was interested in the Eastman House Capella mattress and that I saw online that it's around $700. He went on to say he could give it to me for that price but then quickly stopped and asked if I had already purchased the bed. I told him "no" and he went on to tell me more conflicting information.

After he was finished, I then told him that I indeed had financed the mattress at the other location but for $300 more and thanked him and hung up. When I arrived at the Concord Pike location and told ** my conversation, she took immediate offense and called up the Newark location. After getting off the phone, she continued to angrily and aggressively speak to me, calling me a liar and that it was wrong of me to "snoop" around. So does that mean Mattress Warehouse expects me to just accept the $300 difference and that I’m wrong to want a fair price? It absurd to think that ** was that upset because I found out she tried to swindle me $300! She continued to yell at me as I walked out saying, "Isn't that funny," and, "happy shopping" over and over again. I thought she was finished but she kept it up the whole time I walked out calling me a liar and multiple other offensive names. After I left the store, I was so upset and in tears over the whole situation. I simply went there to cancel my order and in no way provoked **’s reaction to scream at me.

I called customer service crying and the lady on the phone talked to ** and said to me, "Don't you think what you did was sneaky and going behind our backs?” and would not give me **’s last name after I told her I wanted to make a complaint. I do not know this woman’s name but she told me they have video cameras in the store and that ** didn’t do anything wrong because she didn’t leave her desk and that I shouldn’t have felt threatened (which I told her I did after the verbal lashing). Then she went on to say that I shouldn't report anything because my order is out of the system. Needless to say, I don't think anything will be done about this because if their customer service at headquarters is calling their customers "sneaky", no wonder their sales reps get away with unprofessional heckling! Avoid the verbal abuse and steer clear of this store. Horrible experience and I have never been talked to in that manner.

Today, the original matter was "closed" by the company stating that: "The mattress received by this customer has been confirmed to be the mattress model purchased." - Only through me verifying that the tag matched. "As with many products, there is an adjustment period, with mattresses that adjustment time averages approximately 2 weeks." - My original complaint was made to the store showroom over 8 weeks ago. "The customer, however, has not submitted the claim for processing. When the claim is filed and is processed, the mattress will be inspected and a report will be sent to the manufacturer with the results. If the mattress is deemed defective under the guidelines of the warranty, the manufacturer will replace it." - I submitted the paperwork provided and received confirmation on August 18, 2012 that it was received.

So day 30 rolled around and we did what the store told us to do to exercise our so-called "money back guarantee." We went down to the store and picked out another model. We waited quite a few days and finally got a call arranging a delivery date and time. The delivery crew showed up and was totally surprised to learn that they were supposed to take away the old mattress in addition to delivering the new one. After talking with a manager or somebody, they said someone screwed up some paperwork and they couldn't deliver the bed that day (even though they had already brought the bed into my house and dismantled the old one).

Instead of resolving the situation, they packed the new mattress back onto the truck, left the old one in my house and left (I had taken time off work that day to make sure I could be there when the bed was delivered). I got no word for a few days from anyone about anything. Finally, I got a call that a new delivery date and time was set, to get the bed delivered for real this time. I asked politely if the extra $200 I had paid when exercising the so-called money back guarantee could be refunded. The person I spoke to on the phone said nothing could be done. Here's the thing, at no point did anyone with Mattress Warehouse admit any wrongdoing or acknowledge the hassle involved on my part or apologize for the hassle.

Finally, after four delivery attempts, the day came and we got a bed delivered. It appears to be satisfactory, although we haven't yet slept on it. After delivery this morning, I called the store again, explained the hassle again and asked again if there was anything that could be done about the extra $200 I had paid for a so-called money back guarantee. The store person was simply defensive and said again that nothing could be done. I asked to talk to someone else and the store person said I couldn't talk to anyone else. I was given a name and an email address. After I wrote an email, it simply bounced back undelivered. It is now two and a half months after I purchased a bed. The bed is finally here and it has been an absolute nightmare working with Mattress Warehouse. I strongly suggest shopping somewhere else.

In April 2012, I called the salesman and advised my bed was sagging and he told me to bring the receipt to the store. When my son and I got to the store, Mr. ** stated he would have an inspector come to my house to look at the mattress. I did not hear from him or the inspector for about four weeks. In the first week of May, I called Mattress Warehouse and spoke to a rep (do not remember her name). I told her the problem with the mattress and she stated she would fax a warranty letter to me. I gave my fax number and never did receive fax until July 2 and on July 5 received the warranty letter.

On July 25, I went back to the store in Catonsville to order new mattress. This time I spoke to a ** and ordered another mattress, V-Sleep3000-k-mattress and had to pay difference for cost and to have delivery again. The extra cost was $145.42. I was very upset about this and called Mattress Warehouse and spoke to rep ** and told her I felt I should not have to pay for delivery and she stated it was past six months and I would have to pay for the delivery. I asked to speak to a supervisor or the owner of the store and she stated the supervisor does not take calls and she cannot give the name of the owner. I told her I work in customer service for a multi-billion company and if a customer asked for my director's name and if I did not give it, I would be fired.

My son helped me pay the difference and I ordered mattress for July 27 delivery. I received a call on the next day from ** that the mattress was on back order and would not be available until after August 17. The day before delivery, I received another call from Mr. ** who called to say that this mattress was still not available and to come back to order another mattress. I ordered a GraylockFM-k-mattress and the cost is more than the one I had ordered.

On Tuesday, August 22, I took off from work to have my mattress delivery between 1 and 4. The delivery driver came on time and looked at the mattress, stated he was going to the truck to get the mattress and took off not saying anything. I called the delivery man's number and an answering service came on to call customer service. I called, the rep that answered stated the driver told me the warranty was void because of a small stain on mattress. I told her he did not say anything, just got in the truck and left.

I was heated and said some nasty things. I asked for a supervisor and she got **. I told her what the driver did and she stated because of the stain, the warranty was void. I told her Mattress Warehouse has no intention to replace their defective mattress. I will make sure that my family and friends will never do business with Mattress Warehouse and Eclipse. I have to sleep on a defect until I can save enough money to get a new mattress. Your motto is not sleep happens but ** happens. Thanks for the $1000 defective mattress.

Since then, I have chosen a replacement for one of the beds and it was successfully delivered. The second bed on the truck was, once again, the wrong bed. I spoke with the ** store manager on Monday, August 20, and he told me the proper bed would be delivered on Friday, August 24, and that I would received a call between 7:30 and 9:00 am regarding delivery. The call never came. I called him at 10:43 am and he told me his manager was scheduled to pick up the bed at his store and deliver it to my house some time later today. I told him I had to go to work and cancelled the delivery. Thus far, I have taken off work four days and still do not have all that I have paid for. I want this resolved now!

On calling him after four days, we were told he is out on vacation. After consistently calling him, we finally got him on the phone. Sheeraz once again asked us to give him a few days and that he was in talks with the management. Again, a few days passed and on calling him, he is either out that day or on vacation. This is a good example of a really bad, cheating, and a lying business! Why lie to customers just to make a quick sale? I will respect and appreciate your business policies, but this is outright deception! Completely unethical and illegal. Sheeraz, the salesman, informed us we could return a special order (Beauty Rest Black) and taking his word, we bought the mattress. Please refund our money and take care of your lying salesmen. We have formed a small group of dissatisfied people and are in talks with a lawyer to see how we can sue them.

When I mentioned exchanging the mattress, Lindsey advised me they don't do exchanges and her demeanor became very rude. She was no longer the pleasant salesperson who sold me the mattress. When I asked for her manager's number, she gave me a number to a voicemail. I left a voicemail and later called back to the store. I asked to speak to a manager. Lindsey stated she was the manager. I then called another Mattress Warehouse in the area. The salesperson was very helpful and took my information. I received a return call from Mike, the regional manager. He stated they don't do exchanges and that I could file a claim with Simmons. He also asked that I send him a picture of the law tag on the mattress so he could submit it to a local Simmons rep, which could take weeks to get back with him.

I am furious! I just moved to Virginia. The only reason I purchased the mattress was because my Budget moving truck had a hole in it and it rained on my way to Virginia. My mattress got ruined and I had to purchase another one. I really didn't have the money to buy a mattress, but I had no other choice. Now it appears that I've just wasted $800 on a mattress that has me waking up each morning with severe neck and back pain. I'm clueless as to what to do next. There is no way I can continue to sleep on this mattress. There is nothing plush about it, it should be categorized as extra firm.

Please beware of this store. Pleasing the customer that just spent close to $1,000 is not their concern. A mattress is an investment for someone like me, who doesn't have this kind of money laying around. If there is any attorney reading this, please contact me if there is anything that I can do to rectify this situation. Thanks.

I emailed the corporate office Sleephappens.com and received a call. The lady on the phone was more interested in complaining to me about their overhead than hearing my concerns and written email and called me spiteful. Most of the mattress retailers want customer service and customer satisfaction. I never received any literature with the mattress as promised. I would have preferred Mattress Warehouse would not call me to complain about their overhead instead of negotiating a rate that was more honorable for an exchange. You could have responded to my email in a professional manner instead of calling me names and arguing with me.

3 days later, and after 2 additional calls to customer service, we were contacted by a manager stating that there were no exchanges as written in the purchase agreement (it's hidden behind the small print on the back of the purchase agreement) and apparently, in a sign that's posted in the store. I can't speak for the sign, because I didn't notice it, and the salesman (shockingly) never mentioned the policy; but there is a sentence on the back of the agreement regarding exchanges.

Bottom line, although according to countless blogs, many mattress distributors offer exchanges; some even encourage you to try the mattress out for 30 days to make sure the customer is satisfied; however, mattress warehouse is not one of them! On top of that, their customer service is non-responsive, unwavering and couldn't care less! They got our money, and that's all that matters! Customer satisfaction never entered into the equation. I understand that ultimately, it's up to the consumer to be informed; it's just pathetic that part of the "sale" is not a clear explanation (cowering behind a sentence on the back of a purchase agreement) of return/exchange policies. Do not buy from mattress warehouse!

I did some research, and I can't find the Serta Graylock anywhere, so it appears to be a lower quality mattress the company was unable to sell. I paid $500 for the original mattress, so $350 is unacceptable. The mattress issue is a manufacturer defect, not something caused by me. Furthermore, I was told I would have to pay the delivery fee to have the defective mattress replaced. I paid the delivery fee upon the original purchase. Since it is not my fault that the mattress failed, I should not be penalized with an additional fee.

I called the Hagerstown, MD store to inquire about this, but the customer service rep and store manager were unable/unwilling to assist me so I was transferred to the regional manager. I left a voice mail but got no response. I proceeded to leave 6 voice mails over the course of the next few weeks with still no response. Finally, on August 2, I called again and requested to speak to someone above the regional manager. The secretary was rude throughout the entire phone call and told me that it was impossible to speak to anyone above the regional manager. I could speak to the customer service manager, but he was unavailable that day. So, I left yet another message and again with no response. At this point, I still have not gotten any answer to any of my questions, and my 30 days is about to expire. My mattress is still defective, and the company has little to no interest in resolving my issue.

I am not an attorney, but I have taken business law and it is my understanding that, per the UCC (Uniform Commercial Code), in this case there is an express warranty by the seller (not the manufacturer) that the goods delivered will conform to samples or display models and that the seller is responsible for remedying the problem. Still, I have not heard back and have returned to the store twice since July 12. Each time the store manager said he couldn't even call the District Manager who was responsible for my claim - that all he can do is fax (and re-fax) documentation over and that he cannot give me a copy of the documents or even the fax confirmation. I recently filed a complaint on the website and have been looking for a phone number for anyone at the corporate office to no avail.

According to the salesperson, the district manager was currently not in his office and upon his return, he would approve the request for refund. The sales person gathered my credit card information again and faxed the documentation to the district manager. As I was leaving, I was told by the salesperson that later in the evening, I would be contacted by someone to let me know the transaction went through. I never got a call. On June 23, 2012, my wife called the store to figure out what was taking so long and the salesperson once again asked for my credit card number. I refused to provide this information to this company for the third time. The salesperson contacted the district manager again and the salesperson called my wife back and told her that the district manager was not currently in his office again, but that he (district manager) would have to go back to his office to "investigate" the matter. Also, I sent a message through the Mattress Warehouse website the same day and have yet to receive a response.

Now, it is June 26, 2012, and I have still not received any responses nor have I received my refund. After the first couple of weeks, I figured I would let the refund run its course. But after the third week and then hearing that the district manager would have to "investigate", I realized how ridiculous this process really is. Had I not contacted them, the so called investigation would not have even been thought of. My credit card cycles are every 25 days. Apparently, they respond to threads on this site though. Please remove Customer #: ** from your database and refund order # **.

If I pay cash for something and then you tell me you don't have it, I ain't waiting up to 3 weeks to get my money back. This all took place in the same day. He did agree to give our money back and we got it that night, but the process it took to do it was ridiculous. Judging from all the negative reviews I discovered about this company, it is a wonder they're still in business.

When we came to the store and explained how bad it is, the saleswoman couldn't care less and was very rude when we asked if she could call the firm to try and solve the problem ASAP since we are losing sleep every night and having backaches and other issues. She said that there is no phone number she can call and the process will take as long as it takes and that an independent company will have to come and check the mattress situation. We thought that this is unspeakable paying $800 for a new mattress and facing this problem just after a couple of days. We were more surprised to learn that there is no refund and all you can get is a store credit. Knowing all of that, we went home and looked online for a customer service number. We found a website for Eclipse Mattresses and when you click on the "contact us" tab, you get an error message and no phone number is to be found on their website.

We found a phone number for Mattress Warehouse in the BBB and also learned that they have too many claims there. We did call and explained the situation. The representative said that there will be no need for someone to come to look at the mattress and she will send us an email that will enable us to go to the store and exchange the mattress. I had to call there again since the email did not show in my inbox. Finally, we did get an email saying the following: 1) We can get a new mattress instead of the one we have, but we will have to pay $69.99 for delivery or we can choose to drop the mattress in the warehouse, which is located in MD just 500 miles from our location in NC. Under no other circumstances we can wave this fee, which made us even angrier; 2) We can downgrade to a different brand, but then we will have to purchase a box spring and no refund will be issued. We will still have to pay delivery; 3) We can upgrade, pay the difference plus delivery fee.

We went back to the store for the third time and tried to see what we can find for a replacement and also tried to look at some brand to upgrade. We were amazed to discover that all the mattresses of the Eclipse manufacturer had the same problem in the display itself, even the one with the higher price and showed it to the salesperson, telling him his product is defective, taking in consideration that it has not even been used on a regular basis. There is no way we will get this brand again and in a few weeks, we will have to go through the same agony and pay delivery fee again. We asked him what he can offer at the same price or a little more. Well, nothing. All other mattresses are a lot more expensive and downgrades are a real downgrade. We asked him to call the company and try to reason with them, given the fact that the Eclipse mattress has a clear defect. It took him 4 days to get back to us leaving us a message that there is nothing he can do about it. We find this Mattress Warehouse to be unreliable, deceiving, sell defective products and would not recommend them whatsoever.

Again, no one could give us a delivery date. On Thursday (still no call of a delivery date) of that same week, my boyfriend and I went looking for a new King size bed to fit the new mattress. While we were out looking, we found another mattress just as comparable, cheaper and had same day delivery. Since the mattresses have not been delivered, nor has a date even been offered for a delivery, we called the store to see if we could cancel the transaction and we told that we could not cancel the contract. If in fact, we did cancel, we would only be offered a store credit of $3000 plus. Everyone, please read your contract. Once you purchase from Mattress Warehouse, your sale cannot be cancelled and you are stuck! We are and we haven't even received the mattress yet!

I am now relieved (overly satisfied) that my concerns have been resolved in a prompt and courteous manner.

Original Review: July 6, 2012

On July 3, I purchased a mattress via my credit cards. The mattress was scheduled to be delivered on July 12. I no longer need a mattress. On July 5, I went to Mattress Warehouse in Montgomery Mall and requested a refund to be credited to my credit cards. The sales manager, **, informed me that he would need to send a request to headquarters in order to cancel my order and that they would submit a refund via my credit cards. He could not issue me a refund. I stated to him that if this is the company's policy, please provide me the documentation of his verbal statements regarding my request for my refund. I was extremely disappointed when he said no and that he could not give me anything in writing. I even offered him paper to write a statement to that effect. He stated no, he could not do that. As a consumer, I never thought I would live to encounter this type of business practice from a company. I look forward in receiving an immediate refund.

Mattress Warehouse had refused to honor warranty, claiming that a couple of superficial surface stains had voided the warranty and (based on photos of the mattress) determined that it is the stains that had caused structural failure, even in places where the stains were not present. My emails and phone calls were not returned and no one was available or willing to resolve my complaint/claim. I would not recommend to anyone doing business with Mattress Warehouse. I feel that I have been ripped off by the Mattress Warehouse! Buyer beware!