Mattress Warehouse Reviews

1. The original delivery date was not met and had to be rescheduled.

2. When the mattress was delivered, the delivery men did not have on their paperwork an information to take our old mattress away as they should have. We had to call someone to come get it later that day.

3. The bed that was delivered is defective. It is not the bed we chose and is, in fact, like laying on a rock.

We went to the store on 5/15/12 and worked with the salesmen (Dave) who spoke to his manager (Glen) and they agreed that the bed was defective. We had an "In-Out" process started. They said they had a similar issue with another customer. Dave said we would get a call and have the bed in about 3 days. Four days later, we called and they said we would hear from someone soon.

My husband called the store on 5/22/12 and finally, the next day, Glen called me. That day, after several phone calls, we were able to work out that the replacement would be delivered on Friday. I had to take a vacation day for the delivery because the In-Out cannot be done on Saturdays as what I was told. My back has been hurting and I missed work last Sunday because I was in a lot of pain.

Today, the bed was to be delivered between 10:00 am-1:00 pm. When the delivery men showed up at 10:00 am, they were digging around in their truck for awhile and then came and said that they were very sorry but there was no mattress on the truck for me. They said the truck was a mess when they picked it up that morning. They called their boss (a lady) and started talking to her.

I called Glen and told him I wanted the right bed in my house today. He told me he would call his supervisor and have him call me back. It took 2+ hours and several more calls to get Glen's boss to finally call me. When he (Sparta) did call, he did not identify himself as Glen's boss and told me he would have the mattress delivered between Tuesday to Thursday of next week. I told him that was not acceptable. He was not helpful or even nice and suggested that I call customer service, which I did.

I spoke to a lady named Jennifer. She listened to my information but told me that she could not help me. I called Glen back because he had said that he could give me his manager's name and number. When he said his manager was Sparta, I was very surprised because I did not know that Sparta was the "regional" manager. I called Sparta back and asked him if I could have the name of his manager. He told me that he reports to customer service. I asked him several times and he said that customer service is his boss.

So I called customer service again and asked if I could speak to the person who was Sparta's boss. The lady on the phone told me Sparta's boss was out for the day and would not be back until after the holiday but I could leave a voice mail for him (Dave) so I did. After that, I called my husband and gave him all the same numbers that I had.

In the meantime, a woman named "Miriam" called me at 1:52 pm today. She said that she was very sorry that nobody had told me this but that the correct bed would not be in until June 24th! I started to tell her the whole story. When I mentioned that I'd already left a complaint with the BBB, she said, "I don't understand how you think that is going to motivate us to help you!"

From there, the conversation went downhill. She said that if we want our money back and are contacting a lawyer, then, we have nothing else to talk about. She said she would have the mattress due on June 24th cancelled. I told her that I did not want her to do that because I need to talk to my husband as this is not my decision alone and he is at work. She gave me her number and suggested that I could call Glen again and see if there is a different type of bed that we could get instead and sooner.

My husband has called Glen again (who has been nothing but nice during this whole disaster!) and Glen gave him a number to get in touch with a Simmons rep to come out and test the mattress. This whole situation and Mattress Warehouse's response to it have been completely unsatisfactory. Glen and Dave have been very nice and have tried to help us but the rest of the Mattress Warehouse people, most specifically Sparta and Miriam, have been downright rude and lacking in anything that could be called professional. $3,397 is a lot of money to my family. We did not make this purchase lightly and we worked hard for the money to buy the mattress. This situation is still not resolved.

For another three weeks, I waited for a response. I finally called the customer service number and spoke to a representative, who informed me that my warranty claim had been accidentally misfiled, and now that they found it they could proceed accordingly. Frustrated, I then waited an additional three weeks (we are now at mid-December) to hear from anyone. For the next two weeks before Christmas I was routed and re-routed through three different third party warranty employees who were scheduled to come check my mattress and box spring, and make sure the damage was covered by warranty. This finally occurred on January 2nd. The employee informed me that I would hear back within 5-10 business days. He said there may be a fee associated with delivery but that they can waive the fee. It's a maximum of $60 he said.

Eleven weeks later, I received an email with a warranty letter attached saying I needed to go to the original store and ask for a refund. It has now been six months and I still am without a replacement mattress. I went to the original store with all the papers necessary and sat down with a representative. They said I would have to pay $130 to get my mattress. I wasn't aware of such a delivery fee. But the letter clearly stated that if I didn't get this sorted within a month, that the claim would be void. So I was caught between a rock and a hard place. I resolved to pay the $130 for now, and speak to someone about refunding that fee at a later date.

That was April 14. It is now May 23 and I still don't have a mattress. In the beginning of May, I spoke to a senior manager for the State College area about sorting this out a bit faster and refunding the invisible fee of $130. I stated calmly that I had gone through seven months of hassle, all to be charged with a fee that was 22% of the original price I paid for the mattress. This isn't the "no hassle guarantee" that the company promoted. Though I'm sure I frustrated him to no end, he had no right to raise his voice at me and tell me "you're wrong". I left the call frustrated and in tears. It was then that I resolved to elevate this issue to a corporate level.

At all points in this process, the customer got the short end of the stick. One of the major issues in this experience has been the lack of accountability on the company's part. No one throughout the process has apologized or taken accountability for selling a faulty product. And no one has taken speedy action to correct the mistake. No one has taken responsibility for the unreasonably lengthy warranty process and no one has contacted me yet regarding when my replacement mattress will finally be delivered.

It is difficult to articulate just how frustrated I feel at this moment. I hope that someone up the food chain will hold themselves accountable for the grave shortcomings in customer service and the unreasonably lengthy warranty claim process. And sadly, I'm still waiting for my mattress.

The store surprisingly enough, no longer carries merchandise from the manufacturer that our mattress came from. We were told to get in touch with the manufacturer and they would have to honor the warranty. I called the number that was given to us via letter from Mattress Warehouse. Either the number continuously rang, or you received an answering machine, in which you must record a message. After all the complaints about Mattress Warehouse that have been made, I can't believe that they would still be allowed to conduct business!

We went online and submitted our complaint. Within a couple of days, we received a telephone call to schedule an inspection of our mattress. Within one week, the inspector arrived promptly, tested and measured the depths of our indentations. Again, within a few days, we received an email stating that our complaint was valid. Mattress Warehouse offered a free replacement of a comparable Serta mattress, or a credit amount to be applied to the purchase made by a different manufacturer. We selected a Serta replacement. Our only fee would be the $65 delivery/takeaway charge. Well, the warranty replacement came promptly. It arrived without a hassle. Serta stood behind its product. We never expected such prompt, considerate customer service! We would certainly recommend Mattress Warehouse and Serta! Thank you!

After a few months later, I finally got the right vendor to send someone to my residence to inspect the mattress on May 11. I was then told by the inspector that I would receive a letter from Mattress Warehouse in reference to the warranty claim 7 days from the inspection. I received the letter on May 18 which read that my warranty was voided because of a stain on the mattress. I understand the policy, but I did not find any stain(s) on the mattress.

I contacted the inspector to see if there was some sort of error. He did inform me that he noticed a discoloration on the mattress. I informed the inspector that I looked over the mattress several times but did not find the discoloration that he was referring to. The inspector did say that he would follow up with his superiors in reference to the discrepancy in a few days. After the long process to get someone to inspect the mattress, plus now it doesn't seem like the company's going to honor the 10-year warranty for the item, I would like any possible assistance with this dispute. Thanks for your time.

Once again, I filed the warranty claim and was approved for another mattress. This time, however, I feel like I should not have to pay or arrange for pick up of the third mattress. I was told that the delivery fee could not be waived. That was company policy. Why should I be responsible for paying for delivery a third time when this whole mess has not been due to anything that I have or haven't done. cc: Better Business Bureau

We received paperwork and went to the store, only to deal with our not-so-customer-friendly staff. He told us that the bed we purchased was discontinued, but he had one in stock. We scheduled delivery and then I was called indicating the bed was not in stock and we would have to upgrade or get a credit for another bed. After some angry discussion and several phone calls (one where the guy hung up on my wife), we were told the bed was made by Simmons and would be shipped. We had to schedule delivery twice and pay for delivery again.

Now it's one year since we've been in the house and not even eight months with the new bed and again, it's sagging. I can only imagine the runaround Mattress Warehouse will give us this time. Fortunately, I have contacts with the PA attorney general's office. Mattress Warehouse has apparently sold people product and failed to provide quality mattresses with quality customer service. They will gladly take your money and push you out the door but when you need help, the doors will be closed and just try to get someone to answer the phone. I think it's time for a class action lawsuit.

I called the store on Wednesday morning to check the status. I was told that the mattresses were not in stock and it would be another 6-8 weeks before I could get them. I cancelled the order because I had no bed and was sleeping on the couch. I was told that my money would be refunded within 7-10 business days. Two weeks passed, and no refund. I called back. I spoke with a district manager, who said that he had spoken with the associates at the store and they told him that everything had been worked out with me and that I was awaiting delivery of the merchandise. I explained the situation. He apologized and told me he would take care of it. It took another two weeks to receive the $1,000 refund to my bank account.

I received a call from the credit card company saying that I had missed a payment. I called the district manager back and told him that the card had not been refunded and that there was now a payment due of $3395. Now it was the middle of March. He said that the credit had been given on March 1, 2012. I called the credit card company, and they said no credit had been placed on the account. I waited one week. I called back and was told, "Oh, the credit was placed this morning." Another week went by, no credit. I called back. Same story, "Oh, the credit was placed this morning."

Now it is April 23, 2012. I have placed another call and have been told the same thing, "the credit was placed this morning." I have been lied to and stolen from and the only apology I got was, "That's all I can tell you. Have a nice day." My credit is being ruined by this. I bought another bed elsewhere, so I cannot afford to pay for two beds. I am forced to retain a lawyer if this matter is not resolved today.

When the mattress was delivered to our home, the delivery company had a difficult time with it due to the particulars of the staircase in our home. While trying to bring the Simmons mattress up to our bedroom, they broke a ceiling fan and a window blind in the process. Once the mattress was in our bedroom, I went up to check on things and found that they had broken the ceiling fan above our bed. What really blew my mind was that they proceeded to lie about it. When I stated I was going to call Mattress Warehouse, they tried to stop me from doing that. I called my husband up to the room and they proceeded to converse in Spanish about what to do so we would not understand. Unfortunately, I understood it all (I took conversational Spanish in high school and college). Then, they would not leave my home after causing so much damage to it. We then were contacted by the delivery company and they agreed to pay $200.00, which I guess was the payable price for destroying a ceiling fan and window shade.

Once we began to sleep on the Simmons mattress, every morning was an extreme effort to get up without extreme pain. We had originally told been told by ** that if this mattress did not work for us, it could come back for a refund or exchange. When we went back into the Cosner’s Corner store, we spoke with ** and **, who was now the manager at this store, and were told they had known of problems with this mattress before. We were then told that nothing had ever been said about this mattress coming back for a refund (it does state that there are no refunds, but we were told that like our Serta mattress it could come back). We have since learned from speaking to a Simmons representative that there indeed is a comfort guarantee with this product, although it was never offered to us.

Needless, we were made to go through a warranty process. And every minute we had to spend on this bed was sheer agony for myself and my husband who had spent five months in a halo vest due to a severe fracture of his cervical spine, which could have left him paralyzed from the neck down. Once we promptly submitted the required paperwork for the warranty claim back to Mattress Warehouse, it was at least another two weeks before they had a company called Mattress Marshals come out to inspect and indeed verify there was a problem with our mattress (which of course they found out there was). I believe I was calling quite frequently to check status as every night spent on that mattress was extreme agony for my husband and he started to require frequent assistance from the doctor, chiropractor, etc. I really do not believe that they cared one bit and I believe that we were made to wait because we were perceived to have caused trouble.

We did finally receive our answer. Much to my surprise, we were given an amount of approximately $1941.00 and change for our mattress to go in and select a new one. Never mind the fact that we had not even had it for little more than a month when we contacted them with the problem. I have also since contacted Simmons and other bedding stores and no one seems to know why this happened. My husband and I did not know what we were going to do and we felt completely ripped off. Fortunately for us, we ended up by a chance contacting Sleepy’s mattress store and were given a potential solution to our problem. We were offered an option of buying a new mattress from them and they would take our old one and give us an amount that we could put towards the new one. It seems almost ridiculous that a different mattress store would give us more back than the store that we purchased it from.

We have also contacted Simmons to see if they could help us and were told that unless we wanted to have the exact same mattress once again or buy another mattress from Mattress Warehouse, they could not help us in any way. Finally, after realizing that neither the mattress manufacturer nor the store and its company were going to help or do what was right, we gave up and finally stopped allowing ourselves to be tortured both physically and emotionally and took the Sleepy’s offer and purchased our Tempur-Pedic mattress. Unfortunately, due to all facts here, we lost almost $600.00 in our sale that we now know will never be returned to us in anyway.

Before I called to cancel, I looked at the merchandise receipt that my husband had accepted in the store (while we were shopping, they said they offer free shipping). There was a $65 charge for delivery on the slip and the name of the mattress was not Sealy – it was "Schuman FM-T.” At that point, I called the store to tell them I was coming for a credit to my Visa as they had misrepresented, plus I couldn't deal with their nasty delivery people. The man who answered said I would have to wait 2 business days for approval for credit from the corporate office. I went to the store that was on York Rd. in Cockeysville, MD for credit. When the man saw me open door, he was so mad he looked as if he was on a launching pad and ready to be blasted off. He snatched the charge ticket out of my hand and punched in a credit slip. He looked nasty and very, very angry.

He said you have to spend $1000 to get free delivery. I told him I saw free delivery on their website and no mention was made of a minimum or maximum price to receive same. At that point, he had no answer. And by the way, he forgot about the lie of credit taking 2 days from the corporate office. This place is a total rip-off joint. They have 2 people sitting there who looked like they haven't seen a customer all day. Hence, they are hungry to get your sale no matter how they misrepresent. I wanted to walk out, but my husband wanted to make a purchase and be done with the new mattress for our guest room. Men don't like to shop around. That is probably how Mattress Warehouse makes most of its sales. I could see this was not my kind of store.

I have gone to the store, sent e-mails, filled out their bogus on line "return request form" and allowed their independent mattress inspector to come out who assured me "someone from Mattress Warehouse will call within 10 days". He thought the pictures were pretty impressive. Of course, there was no call. I've received one e-mail from Ms. ** at customer service who told me the regional manager will call and of course, none of this has happened. So now, I have filed a small claims court case at the Alexandria courthouse and I can't wait to see what the judge thinks of my nice color glossy pictures showing the ball sinking into the soft mushy mattress at my house but not in the mattress in the store, and also sees copies of all the unanswered e-mails that I have sent to Mattress Warehouse.

Words to the wise, please never step foot in this store, unless you have already been victimized by them and have a bowling ball, a yardstick and a camera with you.

Despite my repeated requests to the operator to be directed to a supervisor, I continued to be connected with the same customer service rep who at one point actually laughed about my frustration. I returned to the store to ask for the name and number of the district manager and was given the name **. I called Mr. ** who told me he would call the same representative I'd been speaking with to arrange the meeting with the Marshall. This process took several more weeks before the Marshall came to evaluate the bed. After receiving the evaluation results from the Marshall, Mattress Warehouse allowed me to exchange the bed for another one.

I went to a different Mattress Warehouse store with more inventory. I was quoted $1300 for a Stearns and Foster that was comfortable but when I explained the situation to the salesman, he stated he could not honor the $1300 quote for exchanges, and the bed would actually cost me $1600 as well as delivery fees. After picking my jaw up off the floor, I used it to communicate my disbelief, outrage and curiosity about how the company is still in business. At my request, the salesman called Mr. ** who apparently felt it was generous of him to offer the bed at the quoted (and listed) price.

I upgraded to a Stearns and Foster in an effort to avoid any more problems as S&F is a reputable company. After 2 or 3 nights in the Stearns and Foster bed it was clear the bed was defective. I called Mr. ** who assured me he was quite baffled (clearly an apology is not store policy) and told me he would again arrange for the Mattress Marshall to come evaluate the bed. I never heard from the Marshall but because I had his number from before, I called him myself. He told me to call him later that evening as he didn't have his appointment book available and didn't want to piss me off by scheduling for a time he couldn't really make. I called at the designated time and left him a message.

During the next week, I left several more messages. After no return call, I called Mr. ** and requested a different Marshall. I put in one more call to this Marshall the next day and he answered, stating he'd dropped his iPhone in a bucket of water the week before and lost all his contact data from Mattress Warehouse. He also explained that Mattress Warehouse had given him too many jobs and he couldn't keep up with them (apparently they have a lot of complaints). He came out a few days later and found a significant sag (2") in my Stearns and Foster bed. Even the box spring had a significant sag. He told me he would submit his evaluation to the company and I would again receive a letter.

One week later, I called Mattress Warehouse asking about the outcome of the evaluation. They informed me they had not received anything from the Marshall. I called the Marshall, who stated he was no longer working as a Mattress Marshall and had been unable to access Mattress Warehouse system to enter his evaluation results. Mr. ** has assured me that Mattress Warehouse offers no refunds. I do not want any more products from this company. I would like an immediate and full refund as well as pick up of the Stearns and Foster bed.

So now, here I am, a couple of months later, and my mattress is sagging. I have to start the process over again. I will be contacting my law firm because this is not how a business should be run, and I was told there is no way I can get my money back. Well, we will see about that.

As any smart informed buyer would do, I drove over to Sleepy’s, walked in asked the guy what is his best price and walked out. Since I am loyal to people, and ** put the work into educating me on what I was buying, I took that price back to him, and said that if he wanted the deal, that he would need to match it (not beat it). This is where **, the store manager got involved. For the record, I was there to buy the two sets, and needed no further sales pitches. I gave ** the price I got from Sleepy’s, and he started with the thick salesperson talk, and proceeded to bash Sleepy’s products by saying “they sell used mattresses”, ”their mattresses have bed bugs” and more blahs. He also pulled out a magazine talking about where they rate against Sleepy’s, and pulled out a book that showed the minimum prices they could sell the mattresses.

** said he would see what he could do and started fumbling around on the calculator, and walked away to make a phone call, came back and said he would match. Magically, he can now sell the mattress for under the book’s price, and we did the deal. To this day, I feel ashamed of myself for giving them my business, after being put through the ringer like that, so today I placed a formal complaint against the store. I am on the fence if I am going to cancel my purchase or not, since I have not scheduled delivery yet. It is highly unprofessional to bash your competitors. It’s something I expect from a teenager, but these were all grown men.

So at this point, I called the number on the letter and talked to a lady who told me that if I brought the mattress into the store, I could pick out a new mattress and take the pick-up ticket to the warehouse and get another mattress that night. We then loaded up the mattress and drove it 2 hours from Pennsylvania to Frederick, MD.

We got to the store, and Mark, the salesperson, said that we had to purchase another box spring because it was against the law to sell me a mattress if I had a box spring at home that didn't match the mattress that I was buying. I had already talked to the lady at the warehouse about this, and she said that it was fine. I stated this to Mark. He called his boss. After 1-2 hours, they finally said it was OK. We gave him extra money towards getting a mattress, and he gave us the pick-up ticket.

When we left, I noticed that the 3 salespeople huddled around the computer do something--strange. We then went over to the warehouse to pick up the new mattress. When we got there, a man came out the door and took our ticket and went to pull the mattress. Then another man came over and started talking down to me in an extremely rude manner, as if I was a misbehaving two-year-old. He said that he could not pull the mattress from the warehouse, because he had been instructed by Mark at the store to not give us our mattress.

We then called the police. He demanded we leave, and we said no and my husband sat down. The whole experience was awful! Do not buy from this company!

The police came and told me that I should contact the BBB and that I should get an attorney. They themselves were interested to hear everything and were on our side, but they could do nothing really since it was a civil matter. I was then informed by the man who was rude to me that his supervisor, Karen **, said that I could pick up our mattress that next morning at 10 am due to a hold time! So now, Mattress Warehouse wants me to drive back the next morning with my exchange, so they can give me my mattress! Why couldn't they give it to us then? I think that Mark, the salesperson, was angry that he didn't make more of a sale from us since we wouldn't buy a box spring set from him. So he was set out to make it difficult for us!

We then went back to the store, because Mark had told us to on the phone. We went to Mark and asked him why he gave us a pick-up ticket and let us go to the warehouse to pick up the mattress and then told the warehouse not to give it to us. We asked him if he was playing a game. He couldn't answer us. He called the police and told them that he wanted us out of the store.

The police came, the same people who were at the warehouse earlier. I told them that I was trying to see if we were going to really get our mattress if we drove all the way back the next morning. Mark then said it would take 72 hours. There is no consistency with this company! I then said I would like my money back, because he did not give us our mattress as promised that night. He then gave the police officer a refund form that basically said no refunds! The officer was really trying to help us, and then he told us that Mark had said that we stole the pick-up ticket off his desk!

This is the worst company and salesperson that I have ever dealt with! Never buy anything from Mattress Warehouse! I'm going to contact my attorney!

Someone even called to verify our address. Ennis (from the other store) called later and said there was a problem. The truck that was bringing it from the warehouse was full and could not get it to us until the following Tuesday! At this time, I had about all I could take with this horrible company who claims to put their customers first. I had contacted the main office in Frederick who also told me the same--that the set was in the warehouse, but the truck going out on Saturday morning was full. Hello? If you put your customers first and had ** someone around in such a manner, would you not figure out a way for that particular set to be on that truck?

I informed them that I would be returning to the store for my refund the next day (Saturday) and that I also would be contacting the BBB--not saying how many local people would know of this horrible experience! They said (at the store) that the refund would be no problem. I went there on Saturday, handed Ennis my bank card and he refused to process my refund; he stated it had to go through the district office and I would have to wait 2 or 3 weeks! Are you kidding me? It took all but 2 seconds to process the $100 out of my account and I expect the same to have it returned. And to add to this, the workers in the Salisbury office acted as if they really didn't care through this whole thing or even if they made a sale--but then again, could you blame them for the terrible business they work for? I will be calling them now about them processing my refund immediately and also will be making a few other calls concerning this. Do not deal with these people, you will be sorry!

I called ** and informed him that we no longer wished to purchase a mattress. He told me that he could not "approve" the refund and that it would need to be handled by his district manager. He would lose his job if he processed the refund by himself, but he promised me that he had forwarded the requested paperwork to the district manager. That was last Thursday, February 23rd, and Mattress Warehouse has still not refunded our money back onto my American Express card. I called them today and was essentially told that they would process the refund when they processed the refund. It is now almost two weeks later and we still have not been refunded the money, even though we never received a mattress from Mattress Warehouse.

I have never been to a store where not one person would help us load something. This is absolutely ridiculous. I realize the store is going out of business but still I would think that you would want good customer service. To me this is not the case. I can honestly say I would not recommend any of these stores to anyone and after spending the amount of money that I spent at this store, it would have been nice to have at least one person help my husband load it.

One last thing I think what gets me is there was a person by the name of John (I believe) that said he was from the corporate office and he didn't do a damn thing about this.

I called the corporate office and spoke to customer service and they put me on hold and contacted Winston who said he would call me right back. He never called. On Friday I called and left 3 messages with no call back. I called customer service and they finally got Winston to talk to me. He lied and said he was out of the office the entire day Thursday. He said he would pick up the mattress next week and would only exchange it for another mattress. I told him it was unacceptable. After making my family ill, I was not willing to accept another mattress. I offered to return the mattress to the warehouse, but he said he would not accept it. I asked to have it picked up and I would pay a restocking fee and delivery fee and he said no. He said they only give refunds if the item is defective. Apparently, a horrible odor so bad that it has made my family very ill does not make the item defective. He will not pick the bad mattress up until I agree to accept a new one. This is completely unacceptable. We are waiting to hear back from Winston's manager, David, but I doubt I will ever receive a return call. I and my husband have left messages for David.

Our symptoms continue and we are sleeping in my son's room. I need to have the mattress removed from my home as soon as possible. I don't know what is causing the odor, but it is making my family sick. I want a refund for an extremely defective product and I will not accept an exchange at this point. After delivering an item that made my children sick, I don't want anything else from this company. I am willing to pay a fee to have the delivery truck pick up the mattress and a restocking fee, but I want the rest of my money refunded immediately.

We spent around $2,000.00 on a defective mattress set. I contacted them for quite a few times throughout the years, and Mattress Warehouse is telling them, that there are no stains. I ran the sweeper on the mattress on the so called stain, and what I saw was lint from the sheets, so there are no stains. I contacted Simmons and they told me to contact Mattress Warehouse. I kept getting the runaround, and them telling me my warranty is voided, because of stains. Once again, there are no stains. This has been going on too long.

I never got one. The store representative, Nancy, was very snippy with me and told me I was just being picky, and asked me if I wanted to lose "such a great deal over a few inches". I stopped by the store and spoke to another representative who gave me the number for the district manager, Mark ***. After finally reaching him, he was similarly abrasive and told me that there was nothing he was going to do, that the mattress was inspected several times by Serta before it is shipped and must be within their specs and was "as-is". I told him that I have bought a queen size bed and that is not what they gave me. He repeated that it is "as is" and all manufacturers are different (referring to the base, protector and sheet set makers).

I went home feeling confused, and tested my bed right away. It was totally different! I returned the next day to see if we could exchange our mattress (slept on for 2 nights) for the softer version. The salesman told me that there are no returns, nor exchanges. Well, that was never explained to us at the time of purchase. I was getting visibly upset in the store because I just spent $1,700 on this mattress, and now we can't get a different one. We are waking up with aching ribs and backs, because this mattress is so hard and firm.

The salesman then called a manager at a different location, and he told the salesman that these beds take 2 weeks to break in. That was not the story when we bought it. Being first time mattress purchasers, we had no idea that the bed we would get would feel nothing like the one in the store! The salesman told me to sleep on it for the next 2 weeks, and then come back if there was still a problem. I'd rather sleep on the floor! I want my mattress taken back, and switched for the softer version, which is the same exact price!

A week later, I received a letter stating that I have received a store credit for the amount of the mattress. It does not include the tax I paid on the mattress. It does not include any part of the delivery fee. My husband and I took the mattress back to the store to exchange it for a new mattress. The manager there informed us that he couldn’t accept the torn mattress.

It has to go back to the warehouse in Frederick, MD - a 90 minute drive for us - if we want to avoid paying the $65 delivery fee again. I have to take a 3 hour trip to exchange the defective product Mattress Warehouse delivered to avoid paying another delivery fee. This is so they can pick up the torn mattress. So let me get this right; I'm going to pay Mattress Warehouse $65 to pick up the torn mattress and deliver a new one?

I don't understand how this is fair. I'm sure they contract out their deliveries. I would think the subcontractor should have insurance. I would bet my salary they were the ones who tore the mattress and a claim should be filed against them by MW, to recover damages. I should not have to pay for this! I will never purchase from them again.

This is an awful business and Mr. Kevin ** endorses the lying of employees so long as it makes him money. I would strongly discourage anyone from doing business with the mattress warehouse in Annapolis Mall.

We called Mattress Warehouse and at first, they agreed to take it back and give us a refund. However, a couple of days after we spoke to them, they said that they couldn’t do it. I have to mention that it is very hard to reach them. They rarely return calls if they do at all. The regional manager said that they can send us the 'right' mattress. But what we really want is to return it and get a complete refund. The main reason is that we cannot spend another 2-3 months letting the new mattress air out, which means again high energy bills for us and also sleeping on the floor in a different room. It’s because I cannot tolerate the strong smell and it makes me wheeze (which I never had in my life - no any history of asthma/wheezing).

Their mistake already cost us a lot of money, and we cannot pay more money and sacrifice health for their mistake. It is very unfortunate because we actually do like very much the mattress we initially bought (Rhapsody). We are just not ready to spend another 2-3 month sleeping on the floor, paying huge electric bills, and flipping the mattress over every day to air it out. Mattress Warehouse has extremely disappointing customer service. I would say one of the worst.

Okay, so I was going to use my credit to apply towards a upgrade. I found one that I liked, but it is on sale so I can't purchase that one. They said unfortunately, the store credit can not be used on anything that is on sale. I live 3 minutes from the store, but I also have to pay a $65 delivery fee, which I never paid for the first mattress. They said this is because they are going to pick up the old mattress. I told them I'd bring it to them, but that is not allowed. So now my store credit has been reduced unnecessarily by $65. I don't get this. They sold me a defective product, and I am being punished? Do these people ever want my business again? You'd think if they did, they'd be all over this issue. Unfortunately, they basically told me at the store to take it or leave it. The salesman sat down at the desk and acted as if I was no longer in the store.

He just left me standing there. So now, I have a reduced warranty claim on a product that they no longer carry, and a mattress that is defective, and they don't care. I don't even want to go back to the store, but if I don't then they have won, and gotten to keep my money. If I were rich I'd just walk away, but I can't afford to just throw my money away, so unfortunately I have to stand up and walk back in there, give them more of my money, and hope the new mattress is not defective. After reviewing other complaints on this site, I am worried about getting a good quality product. It looks like the expensive ones are just as bad as the cheap ones. I wish I would have done research before I made my purchase. Obviously, I would not have done business with the company!

On August 25th, an independent mattress inspector arrived at our home, inspected the mattress and advised that he could not tell us anything other than the store would contact us within 2 days. We did not receive a response from Mattress Warehouse until September 20th, despite numerous follow-up calls. On September 20th, we received a written notice that no warrantable defects were found with the mattress, thus, no refund, no exchange, no help.

By this time, the mattress is completely unfit for sleeping. I requested a copy of the formal inspection report from the independent mattress inspector. After several requests, the final one by certified mail, I received the inspection report on October 15th. The report indicated that there was zero sag and accompanying pictures showed that the method used to inspect did not in any way conform to the procedure described for measuring sag in the Mattress Warehouse Warranty Claim paperwork (which included diagrams).

Upon checking this website and the Better Business Bureau website, I discovered that Mattress Warehouse had 348 complaints filed with BBB in the previous 36 months. A graph comparing Mattress Warehouse with similar businesses (both size and type) showed that Mattress Warehouse had the most complaints with the next highest number of complaints for similar size and type businesses being less than 25. This website (consumer affairs) showed 167 pages of complaints (average of 3-4 complaints per page). I wish I had checked this out prior to buying from Mattress Warehouse.

In late October, I filed suit in Roanoke County General District Court (small claims court) against Mattress Warehouse for failure to honor the warranty claim and trial was held on November 2nd. I showed the judge pictures of the bed with 2 inches of sag measured per Mattress Warehouses own procedure, along with the inspection report showing zero sag and the letter from Mattress Warehouse disapproving the warranty claim. Judge John ** asked the representative from Mattress Warehouse to explain the obvious difference. The representative suggested that the pictures had been altered / faked. The judge then rendered the verdict in my favor with Mattress Warehouse to pay the full amount of the claim plus court costs and interest back to August 9th (Case No. GV11002973-00). The entire procedure lasted less than 5 minutes and was very easy and quick (highly recommended for other dissatisfied customers).

On November 19th, having not received either check or promised follow up call, I sent a formal demand for payment with a copy of the courts decision by registered mail to Mattress Warehouse. As of December 28th, 2011, I have yet to receive a check from Mattress Warehouse, Inc. They did call on December 5th and asked to pick up the mattress. I informed them that the mattress had been disposed of since it was no longer fit for sleeping. Since they had denied the warranty, and the courts judgment said nothing about them getting the mattress, I saw no reason to keep it when I needed the space for a new mattress and the one they sold me was unusable.

The Clerk of the Court told me that they called to complain, but apparently were told that it wasn't part of the judgment rendered against them. Again, Mattress Warehouse has yet to pay me despite the courts verdict and apparently have no intention of doing so. Perhaps if they read this, they'll feel some sort of ethical obligation to act in an honest and forthright manner and reimburse me as required by the decision of the judge.

If you are looking for a mattress, I very much urge you to shop anywhere other than Mattress Warehouse unless you want to subject yourself to no sleep and a company that obviously has no regard for business ethics or legal obligations.

I chose another Serta mattress that was in the same $1,400 price range, and comfortable to me. Once again, within a year, I had the same problem with the same manufacturer, different style, so I had to put in another warranty claim, which was evaluated, and once again, did not meet standards. I have had previous back surgery in 2000 (spinal fusion), and now, because of the mattress, I now am being treated at The Spine Clinic and getting a PT. I am on muscle relaxants, and pain medicines.

I have been dealing with this warranty claim since August. Finally, I received a letter approving the warranty claim, indicating that I had 2 choices; select a particular mattress that was indicated, as the supposed comparable mattress; or I was entitled to a $525 credit (initial price $1400) towards another purchase, if I did not want the one suggested. I went from a warranty of the original price I paid, to half of the price of the buy one get one free, and a percentage. I requested from the district manager, Kenny, of Mattress Warehouse, and the manufacturer "Serta" for the written documentation, that indicates that the warranty only covers half the price (as there were 2 mattresses). Both warranty letters were completely different. Completely different from the initial warranty claim.

I was advised that the initial salesperson made an error, and should have not done that (which is now my problem). I spoke to customer service at Sleep Happens many times, and sent copies of all emails to Serta. Serta advised me that I had to take up the issue to the store I bought it from (Apex Mattress Warehouse). I was advised that the requested documentation did not exist (by the manager at the store, that the original purchase and replacement were purchased. I initially requested this info from the regional manager, and received a call from the manager of the Apex store.

I had asked several questions, which could not be answered, and was advised, that I would receive a call back by Friday, Nov.18th. I still have not received a response. My questions were, if I did not find the suggested mattress comfortable, would I be allowed to use the same amount towards another Serta mattress that was comfortable for me? Why was there no written documentation supporting the information that I had been given from customer service, the regional manager, and the manager from the Apex store (Kenny **). I will be trying to contact him today, to see if any of my concerns were addressed.

I am stuck to get a recommended mattress for replacement, or recieve a credit of $525 on a purchase that originally was $1,400. I have been requesting for a copy of the policy, or warranty from Mattress Warehouse, or Serta, indicating the regulations and guidelines, regarding the buy 1 get 1 free sales, providing written documentation to support the information that I have been supplied with.

I called the local store several times, contacted the corporation via email, which prompted a call from the local store manager and was promised a refund to my card. It has been 2 weeks now, and there's still no refund. I called the store again and was advised that refunds, especially in the fall season, could take up to four weeks, since the corporation has to approve them. Even though I tried calling the corporation, the only option was to leave a voicemail and someone would call back.

Mattress Warehouse is a joke, and I would never recommend anyone to buy a mattress from them. They definitely left a sour taste in my mouth. They are a bad company to do business with.

It is almost a month later, and I have yet to get my refund or a correct bed frame replacement. They were very nice when I was purchasing my bed. But when it came to the return, they were too busy and rarely returned phone calls. After numerous attempts, I have yet to get a hold of the district manager or anyone who can help. The salespeople with whom I spoke on the phone and at the store during my purchase were Willie "WC" and Steve. I would give zero stars if I could. Do not give them any money until you have what you ordered. And make sure they give you dimensions of everything before you pay in writing. Their phone number is (804) 672-3090 and are located at 7482 W Broad St., Richmond, VA 23294. Today is 10-21-11 and still, they did nothing.

I tried to make it back to the store the same day, but they were closing. I called the next day, and they told me they deposited the money already and they don't keep money onsite. This is a huge lie--when I paid cash, he opened his desk drawer that is full of cash to put it in. And do you mean to tell me they don't do any new transactions on the next business day to accumulate cash?

I spoke to the manager at the Mechanicsburg location, and I was given the number 301-682-8504 to get my refund expedited. All this occurred on Oct. 2, 2011, and it is now Oct. 19. I called twice a week, and I was told the paperwork wasn't submitted; and then it was, and then it wasn't. Then I was transferred to a regional manager named Bill who never returned a phone call.

Now, I'm being told the paperwork was received, but the check wasn't cut, and they have no way of finding out when it will be. This is crazy. I have an 18-month-old baby, and I'm pregnant. I need a new bed, but I refuse to do business with these shady people. I just want my money back, so I can go buy a bed!

How is this allowed? The policy on the receipt says 3 weeks for refunds (It is ridiculous already; if I pay cash in the store, I expect to receive my cash back). I never took delivery of the merchandise, and I cancelled it the next day. And they are past their 3 weeks, and I still haven't received my money. Also, I'm getting the runaround.

Someone please shut this business down. They are predatory. They are keeping the money to collect interest and make something off your money, even though you didn't receive a product. Isn't that illegal?

I called again on 10/3/2011 to check on my refund as it had been over a week, and it still wasn't showing up. Then I called again on 10/10/2011, and this time, I was told that it can take up to a month to refund my money for a product that never left their store and was cancelled within 24 hours of purchase. I was under the assumption that you have 48 hours to change your mind, and the charge never posted to my account until 9/26 which was 2 days after I cancelled it.

Today, I disputed it with my credit card company, because apparently, MW can't give a refund without the CEO approval even if the customer never received the product. I guess I won't be shopping there ever again.

I have back problems that include a great deal of pain and the mattress was more expensive than I anticipated but the salesman was sure that the memory foam would help. The product was delivered but had such a sag that I couldn't believe it. It was visible right away. The delivery men said that they couldn't take it back. I tried it and it felt like I was sleeping on the side of a hill.

I called the store, Mattress Warehouse on Rockville Pike, MD and spoke with the salesman who arranged for a pickup and sent a new mattress. The mattress they sent had the same tags as my mattress but it was not memory foam which I had paid a high price for. I called again and the same salesman said that it's a beautiful mattress and that they can't pick it up for a few days and so sleep on it to be sure that I don't like it.

Well, I'm sure somebody would think it was a beautiful mattress but it was not the mattress I chose and paid for and I didn't like it. I called back and spoke with the salesman again who said that I slept on it already so they can't take it back now and they didn't. I tried several times to speak with the manager and called the corporate offices but nothing happened.

My advice is to stay as far away from the Rockville, MD store as possible. They are not worthy of your money.

So we are off by 1/4 of an inch! Mattress Warehouse said they will do nothing. I have left 5 messages for district managers to call back. I have received no call backs.

I finally sent an email to warranty claims. Their response was that they could do nothing. I can have it re-measured in 6 months at my expense was the best they could do! I informed them that I will enter this message on every social networking site I have and contact my local news station that investigates issues like these. I will not let this go.

Did I mention that the mattress was $2300 before tax?

In December of 2009, I noticed an advertisement from Rooms To Go, advertising the "Oslo" world class mattress for $999.99. The stats of the mattress were as follows:

13 3/4 gauge coil wire Coil Density Individually Pocketed Coils

On 06 Jan 10, I called Sean at the Mattress Warehouse store where I purchased the mattress to give him this information. He had to call his manager and get the price match verified and submitted for approval. He called me back and stated that they were not the same mattress and the price match could not be honored. The Mattress Warehouse representative stressed that the world class Simmons mattress that I had purchased at Mattress Warehouse had "enhanced conformability."

I called and spoke to K. ** who told me that the aforementioned "enhanced conformabilty" aspect set their mattress apart from the mattress offered at Rooms To Go. I then learned that Mattress Warehouse had an exclusive contract with Simmons and Mattress Warehouse was the only retailer to offer the "enhanced conformabilty" during that time period. When I questioned Mr. ** as to how they could offer a price match guarantee on competitor's pricing on a mattress that had an additional option not made available to anyone else, Mr. **'s response was, "That is the beauty of capitalism."

In addition, I spoke with Melissa in 2010 at Mattress Warehouse corporate office who stated that the mattress I had purchased was a closeout item due to Simmons bringing their new mattresses out earlier than expected. The name was not "Starvos," but it was explained to me that the same mattress will be named different names depending on the store. As a matter of fact, it was told to me by a salesperson in one of the Raleigh stores that this naming of the mattress was a marketing ploy to make it more difficult to get a price match, as the same mattress may have several different names.

I called Mr. ** again, who flatly refused to give me a price match, stating that the mattresses were not the same. I turned this company into both the Better Business Bureau as well as the Consumer Protection Agency; however, Mr. ** has remained steadfast in his version of "the beauty of capitalism." This issue has continued to bother me as I cannot fathom how a company who knows that they are the only one to offer a certain product can advertise in their store that they have a price match guarantee. They had no fear of having to adhere to the price match guarantee policy, as they were the only company to offer the enhanced conformabilty on the Simmons mattress at the time.

We spent $2,000 on Serta mattresses. We explained that the mattresses had to be delivered before 1:00 PM weekdays to the salesman in the store. Then the fun began. We were told they would be delivered on a certain day before 1:00 PM. They called at 7:45 AM to tell me they would be here between 3:00 PM and 5:00 PM. I explained that no one would be home and that they couldn't deliver then. They suggested that they lean the mattresses up against our house until we get home!

My husband is suffering from bulging disks and I have a torn rotator cuff and we are not able to carry them up the steps ourselves. Their other suggestion was to have our neighbors let them in! My husband called the area manager and arranged for a Saturday delivery. In the meantime, on that Wednesday when we got home from work, we had a message on our machine from the delivery man that they were in the area at around 3:00 PM and would be at our house to deliver in about ten minutes. We were not home.

So we waited for that Saturday's delivery, as promised by the area manager, thinking he would make sure the mattresses would be delivered when he said and we waited all day long until 5:30 PM. And no one showed up. So we drove down to the store and tried to get our money back. What a hassle! According to the salesman, he had to “jump through all sorts of hoops” and still we don't have confirmation of a refund!

We will never, never, never buy from Mattress Warehouse again. As the old saying goes, "If you satisfy one customer he will tell 10 people, but if you don't he will tell one hundred people."

When I was in the store, I purchased what I thought was a good mattress. Admittedly, I felt a bit weary as I couldn't research or remember which items were good buys versus bad deals. As soon as I got home, all the online reviews indicated that not only was the mattress I had just purchased discontinued (the store manager feigned that it was brand new from the corporate warehouse in MD), but it was also horrible and was likely to feel like a wheelbarrow in a matter of months.

I am attempting to cancel the order so I called back to corporate office. However, they indicated that only the store can initiate a cancellation. I called the sales manager at the store and he gave me all kinds of attitude when I said that I wanted to cancel for the reasons described above. He actually hung up on me for the second time. Classy!

As a consumer, I warn anyone who is in his/her right mind not to deal with this establishment. They are all about commission and sales and have no semblance of pride in product and/or customer relation skills! Buyers, beware! I was told to expect a refund within 7-10 days of the regional manager receiving the paperwork but I will just have to wait and see if the sales manager at the store submits it in a timely manner.

I called the store manager (Brian) today, 30 August 2011 and he said that the bed was so high end that it should have never broken. However, his hands were tied. He did admit that the sales representative noted it was a floor model but "didn't finish his thoughts" by noting that it was not covered under a warranty like he should have. I certainly refused to accept that I just wasted almost $900 total on a purchase the company doesn't stand behind.

Now, can anyone help me in solving this matter with Mattress Warehouse or is this just a joke line for people to only ** on?

We ordered 2 full-sized mattress sets from the store. We got a great price and were fine with everything. The mattresses came while we were at work and my daughters were home to receive the mattresses. 2 men delivered them and my daughter tried to look them over and report any problems, to which she was told that they were just the contact delivery people. She did accept the mattresses since her sister needed a bed to sleep on. Because we were working full time, taking care of the renovations of our home etc., we didn't get to examine the mattress right away.

About 1 month later, we needed to move the mattresses and I got my first good look at them. There were dirt stains and places where the stitching was coming loose along with the backing looking like it was about to break with small holes on the bottom.

I immediately contacted the store that I bought them from, thinking that they would be horrified to find that the quality of the mattresses were not up to par. I spoke with the manager, Mike, who very quickly turned around and started speaking about taking pictures and warranties – basically taking no responsibility for the product.

I asked to speak with the district manager, who could only be contacted through the business office in Maryland. Basically no one would take ownership but I needed to go through the warranty process, which was so ridiculous. So I quickly called American Express and disputed the charge. I did follow the warranty process, asking for a receipt that it was received. I never got that, never got any response.

Finally after another month, I got a letter from Mattress Warehouse stating that they would bypass the independent warranty process and would store credit me (I had negotiated a good price with the store and I know I wasn't getting that price again). And, oh by the way, I needed to return the mattresses at my cost for $65 (which is more than I paid for the original delivery).

I called American Express and told them I was not accepting this offer and American Express told me the case was closed. I protested that, to which I was told it was closed in my favor, that Mattress Warehouse was not getting my money. I love American Express and can't believe what jerks Mattress Warehouse were. All I wanted to do was replace a mattress that was not up to quality.

My mattress was delivered and set up with no problem. It occurred to me, later that day, that I did not have my mattress cover. I decided then that I didn't need it and called the store that I made the purchase and spoke with Hal who handled my credit card transaction for the sale. He told me that he would put in for a refund of the dollar amount on the cover with his corporate office. He told me that all refunds had to come through corporate. I have been calling corporate and the location I made the purchase several days a week, each week, since June 6, 2011, to get information on my refund which I still have yet to see as of today.

Each area keeps telling me it's the other areas fault. I will never deal with this business again and will continue to contact them for my money. Their website also advertises that I can expect my refund on my credit card within 48 hours **.

We went into this store in Woodbridge last week to buy a mattress. We ended up getting one that is over $1,300.00. We tried the mattress floor samples they had and we liked it. We asked about the delivery time and charges, and we were told that they can deliver it the following day for free! At the start, he sounded very honest and he was looking out for our best interest. He showed us binders of reviews on other mattress stores such as Mattress Discounters, Sleepy's, etc. He went on and told us how wonderful MW is and how mattresses that are returned/exchanged become floor samples or models and will never be resold as new mattresses. The man took my information, charges my card and set the delivery time for the next day. Sure enough, we did get the mattress delivered on the day we had it set up for.

I was at work and I was not able to see the mattress till later on that night. The mattress did not look like the one in the store and it did not even fit my bed. It sure was not the mattress that I just paid over $1,300.00 for! The delivery guys had removed the plastic cover without asking if that was okay and messed up my hallways when bringing in the mattress! I called the store but they were closed, so I called the following day. Chris, the person covering for Ray, said that only Ray would be able to help me with the exchange of my mattress. I did make it very clear that I don't want to return it. I just want to exchange it since it was not the same mattress I bought! I also told him that I don't care if I end up paying more for another one. He said that I call and talk with Ray tomorrow and to tell him what I just told him. So I did call back on Saturday morning, when Ray was in the store.

I called and I was told that the manager could not speak with me as he was with a customer. I left my name and number and waited, but I got nothing. I called back and he picked up the phone. He basically told me that Chris, the guy covering for him on Friday, did fill him in on what is going on and there was nothing he can do for me since MW does not take returns and/or exchanges! Wow, that wasn't what I was told while in the store with three other people who heard the conversation! I was also told that I was out of luck and that it was not his problem. While on the phone with him, he kept talking to another salesperson about how he needs to make a sale today, how much money they are looking to make and just having conversation with the other people in the store while I was letting him know that the mattress I purchased and the mattress that was delivered to me was not at all the same, and that I had spent all that money for nothing!

He told me that my spending over $1,300 and expecting comfort was not his problem. I asked him why I was never told that there was no refund or exchange policy. He said that if I would have asked, then he would have told me. But there is nowhere in the law of mattress that he would have to tell me that without me asking him! I asked for his supervisor's name and number, and told him that I was going to contact the person. The reply I got from Ray was, "I have been with this company for many years and I'm more important to them than any customer, so please go ahead and call". Well, I did call and I guess that 500-pound ** Ray was right. I left John, his supervisor, three voice mails and he did not bother to call me back once. I have slept on the floor since we got this mattress as it's very uncomfortable and it's causing me major hip and back pain.

One last note, I told him that I'm often in that shopping center and I will let people know that they have the worst service and that they don't show the no exchange or return policy to anyone. The only time that it's mentioned is on the back of the receipt after the item has been purchased, paid and signed for. The manager said, "come near my store and I will call the police. Remember that I have your address and I know where you live!" Oh great, so If I'm killed after this review, then you know where to go look for me! I will be contacting an attorney about my complaint just to seek justice from such company! If you want bad service, waste your money and be in pain, Mattress Warehouse is the place for you to go and get trashed.

The items were all delivered to the house and set up by the delivery personnel. That evening I went to bed, and within 25 minutes I found that I could not sleep on the bed as it was very uncomfortable. I slept on an air mattress that evening. Because I tested a King size bed and ordered a queen size bed, I thought maybe it was the bed size. I went into the same Mattress warehouse location the next day, and asked if I could exchange the bed. The store clerk told me that I already accepted the bed, so there are no exchanges. In addition she stated that because the mattress set was under $2,000, that this is another reason why I could not exchange the bed.

I then contacted the Mattress Warehouse corporate offices to speak with their customer care department. I was told by the customer care agent that Mattress Warehouse only has a return policy on Tempur Pedic beds. When I responded with you are telling me that I spent over $2,500 total, and now have a bed I cannot sleep on and there is nothing you can do to assist me, the agent responded with that is correct. I immediately asked for the regional managers phone number. Once off the phone, I immediately called the regional manager and left a phone message asking him to call me about the situation. It has been almost two weeks since I left the message, and I have not heard word one from the Regional manager. I have not slept on the bed since I received it two weeks ago. I am still sleeping on an air mattress.

He said if we were not comfortable with these pillows, we can bring them back to exchange. So we took the pillows and mattress cover home. Afterwards, I started having 2nd thoughts because this was an expensive purchase ($3,000). I hadn't done any research on the mattresses and this was the first store we went to so we decided to cancel the order.

Before the mattress was scheduled to be delivered, we returned to the store with the pillows and mattress cover unopened to cancel the order expecting to get a full refund on our mattress purchase. We were told that the pillows and mattress cover could not be returned because it was taken out of the store and they do not accept returned merchandise. I explained to them that I did not purchase these items. I purchased a mattress which I have not received and the pillows and mattress cover were gifts with purchase, are in new unopened condition, and were told to take home with us. They refused to accept this and insist on deducting the cost of the pillows and mattress cover ($400) from the refund of the mattress. The invoice only includes the price of the mattress. The invoice shows a zero amount for the pillows and mattress cover. Nowhere documented and not at any time were we told that we would be charged for these gifts.

The store manager instructed us to take back the pillows and mattress cover and he would contact the regional manager to determine the refund amount. 6 hours later, an associate calls us back to say that they would have to deduct $400 for the freebies and asked whether we wanted to proceed with the credit. We declined and asked to speak to the store manager who we were told was with a customer at the time. We asked the associate to have the store manager call us back. 2 days later, no response from the manager. We also contacted customer service the same day. The service rep informed us that they do not take back merchandise and we would be charged for the pillows and mattress cover. So I asked her if they gave us 10 pillows with purchase then I would be charged $1,000 for canceling my order. She said yes. She transferred me to the regional manager (Tarek) with whom I left a voice mail and no return call.

Whatever the case, when the mattress was delivered the following Saturday (04/09/11), we soon noticed it was much, much firmer than what we had tested in the store. We also noticed it was a Dartington: the wrong model. Upon further inspection, we detected a strong musty or moldy smell. And opening the curtains to allow daylight in the room, we could see a stain of some kind (about 16" across). When we called the Chantilly store to inform them that it was the wrong mattress and there was a stain, Matt immediately questioned why we had not reported this sooner. He was suspicious of our explanation despite our honesty. And he said he would need pictures of the mattress and for us to contact the district manager via email (**).

We explained we had not noticed the stain until then because of the lighting in the room. We then contacted "Mark **", the district manager who returned our call and left a voicemail at 5:25 pm, Monday, April 11th. He said: "This is Mark ** from Mattress Warehouse. You had sent a couple of pictures regarding a recent mattress delivery. I just have a couple of questions for you on that." I called Mark ** back the following day. He inquired about the delivery and asked a few prepared questions. I stated that at the time of delivery, the lighting in the room made it very difficult to detect any stain. He seemed very suspicious and defensive. Mark immediately accused us of causing the stain on the mattress, and asked, "How often do you change your sheets?" I refused to answer that question saying that it had no relevance to our discussion, since he was attempting to accuse us of lying. He also accused me of "changing my story".

I realized very quickly that it didn't matter what I said at all since Mark was only interested in demonstrating that the delivery of this stained, smelly, and wrong mattress was our fault. So, by the time our conversation finished, we had been accused of lying. And Mark offered to "ask the delivery guys if they noticed anything" and that he would "see if the warehouse had reported any leaks on the roof". With that unbudging, inflexible response to our situation, it became clear that Mark (and Mattress Warehouse) had no intention whatsoever of actually helping us resolve anything. We then attempted to contact the president of Mattress Warehouse (David Ahern) multiple times. We left messages with the customer service reps at 1-800-233-7253. No return call was ever received. We want a full refund for the total amount paid ($1587.00) since this was not the mattress, stain, or smelly item we ordered.

I was informed that there would be no resolution for a few days. So, sans mattress and with the arrival of Guests, I was pretty upset. I was informed by Customer Service that I probably would not be able to receive a refund and I may or may not be able to exchange. Jerry, the Regional Manager, called later to inform me he would take care of things and I would be able to exchange for a different mattress. I informed him that of the mattress I desired and also that I would pay the difference to a certain amount. If not, I told him I wanted a refund. He was checking with Corporate, but never returned my call. I returned to the store to speak with Body. He wasn't even aware of the situation. He called Jerry who stated they would give me an additional 10% off the sale price for the exchange. Body calculated the difference, and I paid an additional $460 with an expected delivery date three days later.

The evening prior to delivery, Body informed me that there was a gash in the mattress being delivered and they wouldn't get a shipment to be sent until a couple of days after that. Due to my situation, he said he would take it upon himself to make sure it was delivered that Wednesday. On Wednesday morning, I called Body was surprised the delivery men hadn't called. He called back to let me know he had made a mathematical error in the difference and that if I wanted the mattress we contracted for, I would have to pay more money. I informed him that I wouldn't spend any additional money and to just refund my money. He stated it would have escalated and from that point on, I have not been able to get a straight answer. I am being told that it is illegal for them to pick up the mattress. At the same time, I have spoken with Tiffany and Jennifer multiple times at Corporate Customer Service and "their hands are tied". Further, Jerry has yet to return the multiple calls I've left him.

We have a mattress as hard as rock, never slept in sitting in our bedroom. We have been sleeping on the couch as it is more comfortable. My credit company has put a hold on the charge of the additional $450 I paid. I am now trying to reach out to my Bank to dispute the debit charge I made initially. Please be advised of the unethical and bad business practices Mattress Warehouse engages in. They have yet to honor their contractual obligation and I feel victimized.

Not having been a week since I purchased the mattress, that explanation pacified me, yet I was skeptical. Now, well past the one week mark, I called back and spoke with Otis telling him that the musty or moldy smell persisted and was concerned that it posed a health risk. He stated that he was new and could not help me, that I had to call back tomorrow to speak with someone more senior.

So, I called back the next day and spoke with Nina, the person who sold me the mattress, again explaining that the mattress still smelled moldy and it had been about ten days since I purchased the mattress. Nina informed me that I had to go to the website and under the "Contact Us," send a complaint. I did that immediately after hanging up the phone.

I sent a complaint via email to which Katie responded the following day, 5/12/11, via voice mail message stating that I had to go to the company's website once again and under that "Contact Us" tab use that "Warranty Claim" link and fill out a warranty claim. I did so and the following day faxed a copy of my invoice to complete the warranty claim.

Now, approaching two weeks from my mattress purchase and not wanting to expose my family, especially my children, to a potential mold spores, I called to warranty claim center to verify that they received my claim. Jennifer assured me that they did and that the claim was already in process. I should receive a "voucher" to replace my mattress in an email in 10-15 minutes. I checked my email approximately 20 minutes later and there was a letter stating that the warranty service was willing to replace my mattress without having a third-party inspect the mattress.

My option for replacement was a store credit for $240.00 to be applied towards my mattress exchange; however, if I reselect a mattress of higher quality, I will be responsible for any price differential. Likewise, no refunds will be given if I select a mattress of lesser quality. It instructed me to visit the store where the original purchase was made and the store manager would help me to select a replacement and set up a delivery date.

The transportation costs are not covered by warranty and consequently, I will be charged a standard $65.00 to deliver my replacement mattress and remove the defective mattress. If I wish to avoid paying the delivery fee, the defective merchandise could be returned to the main warehouse in Frederick, Maryland after completing the necessary exchange paperwork from the store where the original purchase was made.

Upset by the very apparent inconveniences of disposal of the brand new moldy mattress, I called to warranty claim center. I spoke with Jennifer and requested to speak with a manager. She gave me the extension to Jerry **, the regional manager. I left a voice mail message stating my health concerns regarding the mold, my dissatisfaction with the delivery fee and in store credit and my strong desire to resolve this matter. I also left my warranty claim information, name and return call number. Mr ** did not return my call. I made additional attempts to reach him, speaking only with a woman named Sharon, who was not able to assist me and refused to give me the name of Mr. **'s supervisor.

I filed a Better Business Bureau complaint. To date, the company (three weeks after breaching the contract) has not performed their obligations. As a Virginia attorney, I know that I can file a law suit in Virginia and obtain damages, including for violations of the Virginia consumer practices act, and attorneys fees. You should know this also if you are reading this post. For each and every Virginia or Maryland or DC consumer reading this post, please do not hesitate to contact the DC, Maryland, or Virginia state bar lawyer referral service if you encounter mattress warehouse of Frederick, MD, engaging in such illegal consumer practices. This company is run by a person with no regard to the United States of America, its enacted laws, its consumers, or anything we value. I am sorry to have ever dealt with this bottom feeding company. Don't do business with these renegades. Don't read their "responses'" as anything more than hollow and without any concern. This company should be avoided at all costs.

Tim also told me that the mattress is manufactured in Fredericksburg, which is about 15 miles from where I bought it, so it's not like it was coming from China or anything. The store didn't even try to give me a reasonable justification for the delay, or a serious effort at finding a suitable substitute that was in stock. Finally, after three weeks of waiting and calling, I canceled the order. The salesman Tim told me that it would take about a week to get my money back. Based on that was promised, I went out and bought a mattress at their competitor's store for the same price (the whole process there took me 13 minutes as opposed to four weeks) and took the mattress home that day.

After a week, I still had not received a refund so I called the corporate office, who told me that it could take another three weeks before I get my money back. Seriously? They get to hold my money for two months and I get absolutely nothing in return? I never even had the mattress, it's not like I had to return the merchandise or anything. When I asked why the salesman would have told me I'd have my money back in a week, when this process typically takes a month, the corporate customer service person told me that the people in the stores often don't know what's going on.

No one in the store has ever made a sincere effort to address my problem, either by offering a suitable substitute item or expediting the refund. Their responses indicate to me a culture of unconcern with customer service.

Dear David & Kristal,

The warranty claim we received from you is for a Euro Touch/May & Company/ Scandinavian Sleep products. Unfortunately, we no longer do business with them, thus, we no longer can facilitate the claim. Please call the warranty department at **.

Thank you,

Mattress Warehouse

We called the number and the rep explained that Mattress Warehouse is under new management and they no longer do business with them after 30 years. He said that they would look at my mattress if I wanted to pay for the shipping to Indianapolis, Indiana. I asked how much it would be and he said that it was about $300. Why should I have to pay for a defect in their mattress? I said, "I do not have that kind of money." He said to give him a week to see if he can arrange for them to pick it up. I never heard back from them until now.

When confirming my order, they told me that the delivery times were not guaranteed, but could be requested, I requested the 1st delivery time (8-11) and notification ahead of time to confirm. They said that I should be getting a call to confirm the time. The day before the delivery was scheduled, I called the store (I was not given a number to delivery or customer service) from the # on my receipt to make sure that they're on schedule. There was no answer or VM when I called in the afternoon. On Thursday morning, I had scheduled with the management office & work for the 8-11 "window" that I was anticipating.

I got no call & still no other numbers, so again, I called the store, but they didn't open until 10 AM. By 10:20, I reached a representative at the store who said that the associate I dealt with on Sat, was not in & should have called me the day before, to let me know that it wasn't in yet. I missed 3.5 hours from work & I told the representative to credit the delivery fee & requested a complaint filed and reimburse me for the missed time from work. Then, the rep told me no one even checked on my mattress or called the warehouse or manufacturer. I requested he call them & get this resolved immediately. He hung up on me, and then an hour later called me back and said it would be for 2 more weeks. Later that day, I went to Target to get an air mattress and pump, to get through until the delivery would be resolved. I sent a complaint to the company's customer service department, as well as called and asked them to file a complaint, and requested in addition to crediting me the delivery charge (65) & missed time from work (another approx 76). I also wanted reimbursement for having to buy the air mattress (75) due to their inability to deliver my mattress as promised and expected. I received no reply or credit.

Then Friday, they said my mattress was in & could be delivered Sat or Mon, the management office said that it would have to be on Mon. I scheduled it for Monday same time 8-11, I received a call about 8:30 stating they could deliver it 4-7. The management office doesn't allow furniture deliveries/moving after 5pm. I advised them & they said they already had my mattress on the truck & couldn't change the time & I'd have to reschedule. The delivery dept. called me to reschedule for 2-3 days later, because they said that the truck may or may not return with my mattress on in that evening & they have to get the mattress back in the warehouse before they can schedule delivery. I requested it be delivered the next day, they could even leave it on the truck & have me be one of the 1st deliveries (not only because this makes sense, but to make things right after all this run-around I have been going through to get my mattress that I paid in full).

They said that they couldn't & would call me back. Without letting me know, they did schedule for the next day, left me a message stating that it would be in the afternoon & someone else would confirm the time. I called again & requested the morning or at least before 4pm. Again no guarantee, no manager or responsible agent of the company would speak to me, process my credits for the amounts I requested or assist in ensuring I received my mattress. I sent them an email complaint with specific request for the refund amount & I also by then had checked out their website and found similar mattresses to the one I purchased (same manufacturer & class) for about 1/2 what I was charged and asked for someone to contact me to see if they could process a refund for the difference, especially since I had already been through so much hassle getting my mattress delivered.

I received no reply; I received a VM stating I could call them again. I called several times and the line was either busy or I was on hold, so I sent another email and specifically requested a reply in writing for my files & so that I could include it in my complaint to Consumer Affairs - I have received no reply in any form since then. It has been 3 weeks since my last request. I am still requesting they settle the fees at a minimum, but honestly feel I should get the reduced pricing. Any assistance you can provide to help me get restitution is much appreciated. I still have yet to receive even an apology for the way this was handled.

On deliveries #1 and #2, the mattress law tags list the weight of filling material as 18lbs 16oz. I could not see the weight of the filling materials in mattress #3 but on mattress #4 the fill weight is listed as 26lbs. Even though all four mattresses were identified as twin Simmons Hayward models, how could the fill weight of the materials magically jump from 18lbs 16oz to 26lbs? I will never know if the bed I selected in the showroom is really the one I received in my home. I cannot explain why the same mattress could have different fill weights. There is something mysterious here. I wish I could post photos on consumeraffairs.com. In the photos, you can clearly see how the fill weights are different for the same mattress.

February 18th, we arrived at the Mattress Warehouse to pick up our mattress and to return the mattress protector. We explained to the manager that we were not happy at all about the reviews we saw on the mattress protector and that even at 'half-priced', $70 was a lot more than anyone else was selling it for. I have a very hard time believing that there was even a sale. I don't believe that they normally sell this item for $140, when the Walgreens right down the street has them for $60. He told us 'no problem', and said he would immediately fill out the paperwork and forward it to the corporate headquarters for verification. He told us to hold onto it for now and we should hear from them within three weeks. We were immediately put off by this, since this was a simple off-the-shelf purchase and the item had never been opened. Why on Earth would so much of a hassle be required to return it?

About three weeks later, we heard nothing, so I gave them a call. The salesman was clearly uninterested in even speaking with me, but finally, I was told that they were going to take care of it and we would hear something in a few days. We heard nothing. On March 18th, four weeks after we initially tried returning the mattress protector, I called them again and spoke with Jeneane. I explained the situation and told her that I really wanted this taken care of as soon as possible. Again, I got the same uninterested response, once she realized this call was about returning something, and not buying something. After a lot of pushing, she finally told me she would call the corporate HQ herself and get right back to me.

Over an hour later, I didn't get any calls, so I called back to find out what was going on. I got Jeneane again and she didn't seem very happy to hear from me. She claimed she tried calling the corporate number, but couldn't get in touch with anybody. I asked for the number so I can call myself, and she responded, "You really shouldn't bother, they rarely approve returns." I was shocked. This was the first time I was told this whole waiting game was all to wait on an 'approval,' an approval for returning a simple unopened, off-the-shelf mattress protector, how ridiculous! I finally insisted on getting the number so I can call them myself and she then gave it to me. I hung up and called the number she gave me only to find the number was not in service. I tried calling back Jeneane, but nobody was answering at the store. I finally got through after three calls, fifteen minutes later. I got Jeneane again. I told her the number wasn't in service and she laughed, saying, "I must have Alzheimer's, I gave you the wrong number." First of all, my grandfather died of Alzheimer's disease, so maybe that's why I didn't find her 'joke' to be very tasteful nor professional, and second, how do you 'accidentally' give someone a bad phone number? I finally did get the correct number from her, a completely different number, with name and extension. I left a message with my phone number, order number, and full explanation of the problem, however, it's been over a week and we never received a response.

I have never had such a problem returning something to a store before, and certainly never dealt with such an incredibly unprofessional staff. I hope they're happy. We bought two beds from them prior to this, but never had to deal with a return before. Now that we did, we clearly see the darker, greedier side of the company that would rather toss a customer to the curb, rather than refund a mere $73.50 and put the item back on their display rack. I will never buy from the Mattress Warehouse again.

On 2/18/2011, after twice delivering a mattress set that was six months old, sealed with clear tape and not factory sealed, Alex from Mattress Warehouse in Woodbridge, VA called me to say that he would order me a mattress set directly from the Simmons factory. My mattress set would take 4-6 weeks but I would receive a factory sealed mattress this way.

On 3/10/11, Jessie from the Mattress Warehouse Special Orders Department called to say my specially ordered mattress had arrived. We scheduled a delivery date.

On 3/11/11, Ron from the Mattress Warehouse Woodbridge, VA store also called and said he had received a mattress specially ordered just for me. I told him Jessie from the special orders department already called me and we set up a delivery date.

Today, 3/15/11, marks the third time Mattress Warehouse has failed to deliver a factory sealed twin size Simmons Hayward Mattress set to me since I paid $1,000 on 2/10/11.

On 3/15/201, the delivery truck brought me a mattress manufactured on 8/17/2010 (7 months old), and again, the mattress was not factory sealed but secured with clear tape on the long side. The box spring was completely sealed like it should have been but the mattress was not.

Upon close inspection of the mattress plastic, I could see a dirty handprint on the corner of the mattress fabric exactly where a hand would go if you stood the mattress up on the narrow end. Just to make sure the handprint wasn't on the outer plastic wrapping, I tried to wipe it away on top of the plastic but the dirty handprint wouldn't wipe away, so I'm absolutely sure the dirt was on the mattress itself and not the plastic covering.

As on Mattress Warehouse's two previous attempts, the delivery guys tried to convince me that the mattress plastic is easily torn during delivery. To demonstrate how easy it is to rip the mattress plastic during delivery, the delivery guy tried to rip part of the plastic with his bare hands but he could not rip the plastic. The mattress plastic was so strong that it would have to be opened with scissors or a knife. Secondly, if the mattress plastic rips easily during delivery, why does it only rip on the long side of the mattress and not the short side? The mattress plastic is very strong and does not rip easily.

For the third time, I refused to sign for my twin Simmons Hayward because the mattress was 7 months old and not factory sealed.

What I want from mattress warehouse: I do not want a refund. I want mattress warehouse to deliver what I paid for - a factory sealed twin-sized Simmons Hayward (a firm pillow top mattress about 14 high with 594 coils of 13.75 gauge) and matching low-profile box spring.

From the moment we bought the mattress, we have been deceived and treated as if we made the mistake. No customer service at all. The mattress we bought and delivered was in no way compared to the mattress we looked at in the store. You only have to lie on both for a second to realize they are different. The saleswoman who sold us the mattress set tells me that maybe ours will "soften with age" when she spent several minutes in the store telling us that the mattress we demoed was the kind that "would not change a bit in 10 years because it is highest quality."

When we called to exchange the mattress, we were trying to upgrade the mattress to a more expensive mattress with a pillow top. We were aware of the cost difference and expected to pay for the difference. However, at this point I want them to take the mattress back and refund our money back, or, at the very least, I want them to honor what I was told in the store and exchange our current mattress for the more expensive mattress I originally wanted to exchange. Again we would pay for the difference in cost. I would prefer my money back. I am not confident that even if they did allow us to pay for the upgrade and exchange the mattress it would be the same one we liked at the store. After reading reviews on Mattress Warehouse I believe this is not just a culture within this particular store , but a corporate-wide culture fostered from the top by the corporate leadership.

My husband and I are both serving in the military and we worry about how our junior enlisted, junior officers and wounded warriors are being treated by this store as well as other Mattress Warehouse stores. We have spent enough time sleeping on the ground, on cots or just away from our families. Your bed back home is a real motivator and morale booster. It is disappointing to have saved money to get a good mattress and then lied to and cheated out of your money, not to mention a good night's sleep.

I plan on posting my experience and asking other military members as well as their families to post their experiences with Mattress Warehouse so other military members will not be fooled into buying from them in the future. Below I have given a timeline up to this date of the events leading up to this complaint. I have also submitted a formal complaint to Consumer Protection and will continue to pursue this in any way possible. Enough is enough. Too many of us have been taken advantage of and deceived by this company.

25 Feb 2011- Bought mattress from Mattress Warehouse. Was told several times by salesperson (Margo) that we would be allowed to exchange the mattress for a different one from the same mattress brand and type. She said there were two mattresses brands in the store that had an exchange policy and our mattress was one of the two because of the cost and quality.

Mattress price was $2249.99. We asked her twice, just to be sure, and both times were told it would not be a problem. A second salesperson, Steve, assisted Margo in putting the info into the computer for the purchase of the mattress. We were told the mattresses would be delivered on 28th of February and we would receive a call from the warehouse between 7:30-8:00 am letting us know what time they would be delivered. They waived the delivery fee of $65 and gave us a mattress cover for free at a regular cost of $99.

28 Feb 2011- Stayed home from work to wait for the delivery. No call at 8 a.m.; 9:00 came and still no call. Finally at 10:00, I call the store once it is open to see if they can tell me what time the delivery will be. Margo said she will call the warehouse and give me a call back. I received a call back from Steve letting me know they had put the wrong delivery date in the computer when we purchased it on the 28th. The new delivery date would be March 2.

2 March 2011 - Stayed home from work again. I did not receive a call from the warehouse until 12:00, letting me know the delivery would be between 2:00-5:00. Once the truck arrived, the mattress was brought into the house and taken to our bedroom. At no time did they ask me if it was okay to remove the plastic or boxes from the new mattress set. Once they carried the mattress up the stairs, they were surprised when I told them they were supposed to take the old bed away. I was told it was not on their sheet to take the old mattress and they were not allowed to take it with them if it wasn't on their sheet. Finally, one of them calls back to the warehouse to get permission. They were given verbal permission after much discussion and they took the old mattress set with them.

2 March 2011 - Received a call that same evening saying we need to pay a "recycling fee" of $45 for the old mattress. We put the $45 on our credit card and hung up surprised.

5 Mar 2011 - I called the store back and told them the mattress is clearly harder than the one we demoed in the store. So hard it was beyond compare--perhaps a manufacturing defect or the one in the store softened over use. We would like to exchange it for a more expensive mattress with a pillow top from the same brand. At first I was told they had a "no-exchange policy", but when I told the gentleman the brand and type of mattress we had purchased, he said yes, we could exchange it and he would have Margo call me back to get my credit card information and schedule a delivery date. The new mattress I was wanting to buy cost $499 more. Margo calls back and tells me there is no problem exchanging it and takes my credit card info for the difference in price between the mattress I originally purchased and the new mattress. I give the credit card info to her and she says she will call me back with a delivery date. She explains it may take up a week to 10 days before it is delivered if they do not have any in the warehouse. My credit card is charged for $499.

5 Mar 2011 - I received a call back from Margo stating my request for an exchange had been denied and that they have a "no-exchange policy" at Mattress Warehouse. I am stunned and remind her she had told me when we purchased the mattress we could exchange it if we needed to do so. Margo then denies she ever told us that we could exchange the mattress. I asked for the number of her boss and she gave me the number for customer service.

5 Mar 2011- I receive a call back from Margo because she has "good news". My credit card transaction was cancelled and I will not be charged the $499 since the exchange was denied. Still no explanation regarding the exchange policy and she still denies telling us we could exchange the mattress. I told her I will call customer service on Monday.

7 Mar 2011- I called customer service and spoke with Jennifer. I started to give her our customer number and she explained they do not have an electronic system to pull up my purchase. She took all of the information and wrote it down. She then repeated all of the info I have given her to make sure she had it written down correctly and told me she will call back in the next 24-48 hours.

10 Mar 2011- Still no call from Jennifer or anyone else from Mattress Warehouse. I called customer service and again spoke with Jennifer. Jennifer did not remember me and I told her I understand because I am sure she handles a lot of calls. Once she pulled my paperwork, she told me she hadn't done anything with it. She said she did call the regional manager and left a message, but he had not called back and she forgot to follow up with him. She told me she will try to give him a call now and will call me back later in the day.

10 Mar 2011- Regional Manager, Brian, called me back and again took all of my info. Once I have finished explaining my situation, he asked me if I signed a no-return/exchange policy when I bought the mattress. I told him I did not think so. Brian then went on to tell me that there are two mattress types in the store that do have an exchange policy and the one I bought was not one of them. When I told him we were told by Margo that this was one of the mattresses, he said that Margo was incorrect and confused on which two mattresses did have an exchange policy. I told him that is not my problem and I should not be expected to be out $2200 for a mattress that does not work for us because one of their salespeople is not aware which mattresses have an exchange policy. He said he is going to talk with Margo and will give me a call back in 24-48 hours.

11 Mar 2011- Margo called back and left a message on my phone stating she has the paperwork in front of her where we had signed the "no-return/exchange policy and we will not be allowed to return or exchange the mattress. She says she is sorry this didn't end in a "happy" way.

11 Mar 2011- I returned Margo's call and told her I am going to file a formal complaint with Consumer Protection and will also file a complaint with Consumer Affairs. I also told her I have looked at the number of negative reviews about Mattress Warehouse and will post my experience on these sites. I asked for Brian's supervisor contact info and am told it "won't do any good" to contact him. She shares my situation is not a new one to Brian and she cannot assist me.

14 Mar 2011 Nothing resolved at this point. Formal complaint filed with Consumer Protection as well as Consumer Affairs.

My wife and I are repeat customers of Mattress Warehouse and have spent a considerable amount of money with this company. October 9th, 2010, I visited the Carlisle, PA store to open a warranty claim. The Serta mattress we purchased in 2007 has become intolerable for me and my wife to sleep on. We are both suffering from back pain upon waking in the morning and both visually inspected the mattress and can see deformities in the mattress. A few weeks later, a representative from Mattress Marshals, the independent third-party company sought to review warranty claims, visited our home and inspected the mattress and box springs. We received an emailed letter dated October 25th, 2010, stating "Mattress Marshals determined your box spring/foundation does not meet manufacturer's acceptable specification and the vendor will accept this merchandise back as a defective product."

November 2010: I visited the store on November 7th and presented my letter and claim number to Byron who processed the warranty claim. I was told that I needed to pay a $65.00 delivery fee of which I provided a credit card for. Byron told me he would call to schedule the delivery of my new box springs at a later date.December 2010: I called the store on December 4th as I had not heard from Byron. I spoke with Chris who stated that he would call me back to schedule the delivery of my replacement box springs.

I called the store again on December 29th as, once again, I did not hear from Chris or anyone else at the store to schedule the delivery of my replacement box springs. I spoke with Chris who scheduled the delivery on January 8th, 2011. He stated that I would receive a call early in the morning from the delivery team to tell me what time I should expect their arrival. January 8th, 2011 I awaited a call or visit on January 8th; delivery team was a no-show. I once again called the local Carlisle Mattress Warehouse store on January 27th and spoke with Drew. I explained the situation and he assured me that the delivery could be made on February 4th, 2011.

February 2011: I took the day off from work on February 4th to accommodate the delivery of the box springs. Unfortunately, once again, the folks at Mattress Warehouse failed to call or deliver my replacement box springs.I decided to visit the store on February 5th and spoke with Drew in person. At this point, he was familiar with the situation and explained that they recently replaced management at the store because this type of stuff was happening. He was agitated by my questions, which I did not appreciate or deserve. He also noted that they should have never set-up a delivery for replacements on January 8th (a Saturday) because Mattress Warehouse does not perform warranty deliveries on Saturdays.

Drew processed the claim again, copying all of my paperwork and faxing it. He called someone during our conversation. After getting off the telephone he said, "That guy is the problem." I had no real interest in what he was telling me. I just wanted my replacement box springs to be delivered.

After he handed me the paperwork, I asked him if the box springs he was ordering were the low profile box springs like my current ones. He stated that they were not and said that he would need to re-do all of the paperwork. As you can imagine, this fueled my frustrations; however, I was happy to catch the error in that I hoped it saved me any issues on delivery day. Drew was anxious to get back to a couple that was interested in purchasing a bed and less interested in helping me resolve this issue. I presume a normal reaction to a person who is likely paid on commission.

Finally, Drew and I chose to schedule delivery of the box springs on February 18th. February 18th arrived and we received a call early in the morning stating that the delivery would occur sometime between 8:00 a.m. and 11:00 a.m.

The delivery team arrived around 9:00 a.m. The gentlemen greeted my wife who opened the door. They promptly moved my mattress and removed the two alleged defective box springs. Upon installation of the two new box springs, I noticed that they did not appear to be the same model and appeared to be of lesser quality. The outline of the wood structure within the box spring did not appear the same nor did the outer material which covered the box spring. The alleged defective box springs also included embroidered designs which matched the mattress. The new box springs were plain white. I asked them why they did not match. They did not know. I also noticed a draft and realized that they did not close the front door of my home upon entering, which remained open the entire time.

One of the gentlemen asked me to sign some papers. I asked him for copies and he said, "No copies." I stated that I would make copies and then sign the papers. I copied the papers, signed them, and noted my observations above on the form. I am not convinced that I received the correct box springs as replacements. Upon closer review of the papers presented to me, I noticed that the delivery ticket noted the item as TRANQUIL-LPTXL-FND. The return ticket noted PERFDAY-LPTXL-FND. It appeared that although I corrected a mistake Drew had made (ordering full height foundation box springs), I did not catch the error in which he ordered the incorrect model box springs.

To make matters worse, as the delivery team left, I happened to be walking into my home office and noticed them pulling out of my driveway, and I noted a large amount of mud on the tires of the delivery truck. I decided to take a walk outside and found a rather unpleasant site. It appeared that upon pulling up my driveway and leaving my driveway, the driver was not able to keep the truck off of my lawn. Given the past warm days and the snow melt, my lawn was quite soggy. I found large ruts from both the front and back tires on both sides of my driveway. Unfortunately, this was not limited to a small area, as you will see in the enclosed photos. (Photos were sent as an enclosure to the letter)

I am beyond frustrated. I believe I have been flexible, patient, civil, and understanding throughout this entire process of which has now been dragged out for almost five months, and it appears that it will continue for some time given the outstanding issues. As the Mattress Warehouse website states, "We couldn't do it without our customers - our number one priority!" Given my recent experience, I do not believe I, your customer, am your number one priority.

March 2011 I continue to wait for a response from Mattress Warehouse on all of the issues noted above. We also continue to have back pains and have decided to swap our bed with another from a guest room as it continues to be intolerable and a solution to these issues appear to be nowhere in site. In my letter to the company, I outlined corrective measures I believe to be fair.1. Replace the box springs with the correct make and model of which matches the originally purchased mattress and box springs. 2. I am also interested in learning how I can better approach your staff to further correct the issues I continue to experience with the mattress. Ultimately, I believe the mattress is defective and needs to be replaced or a credit offered to me and my wife to purchase a suitable replacement. 3. Allow me to hire a professional landscaper of my choosing to repair (strictly) the damage done to my property by your delivery team. Mattress Warehouse would pay for these services directly. 4. Refund me the $65.00 delivery fee, given the numerous failed delivery attempts. As stated, I requested a telephone call or email response no later than March 4, 2011; however, did not receive a response. I am now looking for alternative methods to resolve this issue.

The minute my bed was delivered, I sat on it. This thing was as hard as a rock. It was not the plush, euro top, or anything close. This mattress, though a pillow top, was as firm as they get! I called the store right away. The manager said that I had no choice and I was "stuck" with it. I tried to reason to no avail. I have tried to contact district managers, but no one will get back to me. I have further researched the Serta " upgrade". I saw that it retails for less than I paid for my original mattress set. And it is considered a "firm" mattress. I just want what I paid for, not rude managers picking out bedding and telling me I am stuck with it. This is not a pair of shoes that will go out of fashion in a year. It is a bed that I will sleep in for the next ten years. I am currently sleeping on the couch. My next stop is Fox News!

On 2/16/2011, the mattress delivery truck showed up and I inspected the packaging carefully. The plastic was ripped (i.e. not factory sealed) and the date of manufacture on the law tag was 8/16/2010 (six months ago). The law tag was crinkled. I spoke with Jennifer from Customer Service (** Option 4) and I refused to sign for the bed. The next day, Ron told me he would arrange for another factory sealed mattress set to be delivered the next day. But the day after that, the delivery truck showed up with the second mattress set also manufactured on 8/16/2010 (same manufacture date but different serial number). The plastic was also ripped on the long side of this mattress (not factory sealed) and was held together with clear plastic tape. I refused to sign for the bed again.

Jennifer and the delivery guys tried to convince me that the plastic rips during delivery because of all the handling, but since the mattress manufacture date is 6 months ago, I absolutely need a factory sealed mattress so I can be 100% sure it is completely new. Mattress Warehouse's own website, **.com, includes this advice in the What-To-Look-For-In-A-Mattress: "Make sure your bed is factory-sealed, otherwise it may be an old mattress with a new cover."

On that same day, Alex from Mattress Warehouse in Woodbridge, VA called me to say that he would order me a mattress set directly from the Simmons factory. It would take 4-6 weeks but I would receive a factory sealed mattress this way. I still hope this story will have a happy ending and that I will receive my factory sealed mattress, sometime during March 18 - April 1, 2011.

On February 2, 2011, clearly prompted by a contact from Consumer Affairs.com, "Melissa" finally telephoned me. She stated that the refund had been promptly issued to my credit card and offered to send me a copy of the refund via email so that I could negotiate with my bank/credit card. I advised her that American Express has no record of any activity involving a refund from Mattress Warehouse and further advised that the refund instructions would have to come from the merchant, not from me. I gave her my email address but asked her to confirm that she would try again to issue the credit/refund to my Amex account; she equivocated. She did commit, however, to immediately email me whatever proof she has that the refund was issued.

I have received nothing via email or otherwise, nor does Amex have any record indicating a refund.

I'm very appreciative of Consumer Affairs.com's efforts in this matter, and I am hoping you can contact Mattress Warehouse again to persuade this person to make good on her promises.

12/8/2010: I returned to the store to purchase a mattress cover. At which time, I confirmed my delivery with the sales associate, Mason, who presented me with a sales order contract which was different than the contract that I signed. I had a copy of it in my possession. The contract he presented to me stated "headboard-only." When I brought this to his attention and told him that I paid for a headboard and foot board, he advised that I call and talk to Barbara in the morning.

12/9/2010: I called Barbara (store manager) to discuss contract concerns and verified that my delivery would include king-sized serta, willow pond mattress and foundation, dynasty bed (headboard and foot board with frame). Barbara confirmed my order and assured me that the delivery would be correct.

12/10/2010: I called Barbara to re-confirm my delivery for the next day, 12/11/11. Barbara promised that everything was okay.

12/11/2010: At 11:30 a.m., the delivery truck arrived with the following: (-)king-sized serta, willow pond mattress and foundation, (-)headboard, no frame and no foot board. I immediately called Barbara and was told that they could deliver the rest of my order next week. After negotiations, Barbara agreed to bring a frame from the Broad street location and promised to have the correct frame and foot board delivered on Tuesday, 12/14/10 at 5:30 p.m. when I get off work.

12/13/2010: I called Barbara at 3:30 p.m. to follow up (as I had not heard from her). Barbara said that she would call me back.

12/14/2010: I called the store, spoke to Woodrow, and was told that Barbara is off today. At which time, I received a phone call from Barbara on my cell phone. Barbara left a voice mail stating that she was unable to deliver again, as promised, and would try to have my order delivered on Saturday, 12/18/10.

12/14/2010: I called customer service and spoke to Erin at 11:15 a.m. I expressed my concerns regarding my order and lack of service. Erin advised me that I would get a call form the manager within one hour.

12/14/2010: I spoke to Ryan ** (district manager) and explained everything to him. He looked into it and called me back stating that the parts were in stock and he could get my frame and foot board delivered by Saturday.

12/17/2010: I called Ryan to confirm the delivery for the following day. He advised me at that time that there was a problem and was told that they needed my original receipt in order for security to release my delivery. So, I went home, scanned the receipt and emailed it to him. I called to confirm the receipt of the email at 6:37 p.m. and he said that nobody would be available to review my order until Monday, 12/20/10, so it would be another week. When I advised him that Saturday was Christmas, he told me that it would be another two weeks then. I expressed my concern and disappointment to him.

12/17/2010: I called the district manager, James ** (whose number I got from Ryan). I left a voice mail expressing my concerns and asked that he please return my call to resolve the issues. No return call.

12/20/2010: I called Barbara at the store to cancel the foot board order and request a refund for the foot board. I was advised at that time that it would be two weeks as they had to fax a request form to corporate and that they would call me in two weeks. I requested a copy of the fax.

1/3/2011: I called Barbara to verify the refund and was advised that it would be another week. I can call them back on Friday, 1/7/11.

1/8/2011: I called Barbara to verify the refund and was told that she would call me back.

1/9/2011: I never heard back form Barbara so I called the store and was told that she was not in the office. I left a voice mail with Woodrow.

1/10/2011: I called Barbara again and was told that she was with a customer. I left another message. Barbara called me back and advised me that Ryan would not approve my refund. She told me when they could deliver the rails. I told her that I was no longer interested in the rails and wanted a refund. She told me that it was out of her hands and that I had to take it up with the corporate. I then called customer service and left a voice mail for someone to contact me regarding my refund. Nobody has called me back, to date.

1/11/2011: I called again and spoke to Melissa. I requested a number of someone to talk to regarding my issue. She told me that there was not anyone except Ryan and that the president was above Ryan. Melisa recommended that I file my complaint online at their website. I submitted a customer service inquiry online at Mattress Warehouse website. Then, Ryan called me back (restricted) and advised me that corporate denied my refund and that the only option was to deliver the product. I told him that I no longer wanted the foot board and would like a refund. He said that it was out of his hands but he would see what he could do.

1/18/2011: I submitted a second customer service inquiry online at Mattress Warehouse website.

All I want is a refund for the foot board that I never received. I have all the original documentation, contact information, and contract information available if legal remedy is necessary. Requested resolution: Refund for the foot board.

When I woke up on 1/7/11, the bed smelled moldy to me. I washed the sheets and pillows, but the bed continued to smell moldy. When I contacted Mattress Warehouse first thing on Monday, 1/10/11, I was told by Rich that a swap out for another would be arranged immediately and someone would call me back to arrange a delivery time. That never happened. I have called all week, been given the run-around and not received a single call back.

In the mean time, I am breaking out in hoes from this mattress and since I paid cash, they don't care. Do not buy anything from these con artists. They are selling defective products that will make you physically ill.

They told me that the owner would call to set up a date to bring me a new one. About a half hour later I noticed that the truck was still in front of my driveway, so I asked them if everything was ok. They told me that they were just trying to get it started. I waited awhile longer and they were still there. I thought that maybe they were waiting for a tow truck, and told them that they could wait inside. They asked me if I could give them a jump, which I did and then they left. I waited for the phone call, he never called. So I called him before they closed and I was shocked by his response. The owner told me that he will not be doing anything for me because its not a one and one half inch slope. "it's just a dent". I told him that I spent a lot of money on it he asked me how much I spent. When I told him his reply was,"over a thousand dollars is a lot of money, you spent a little bit of money". I told him that I will not recommend him to anyone, or ever do business with him again and that he was not an honorable man. I bought this mattress thinking i would have it for many years. Now I ache every time I get out of it. And if its dented now, what will it be like a year from now? To me, a hard working single mom of three, $599.00 (on SALE) was and is a lot of money. I would like this to be resolved, if anyone could help. I can not afford to replace a new mattress with another new mattress. Is there a legal action that I can take?

Note that the mattress was never delivered. Since Dec 5, I have spoken with Dean several times as well as Aaron at Customer Service asking about the status of the refund. Their customer service dept is very difficult to get hold of. I have left several messages and have never been called back. When I have gotten hold of someone, they have each assured me that the district manager has the paperwork and the cancellation will be coming any time. I am still waiting as of Dec 29.

I received another call at 10:00 am and I was informed that they would be arriving at my residence in an hour (11:00am). I arrived in Germantown (delivery point) at 10:45am. I waited till 11:15am and no one showed-up or called. I called the driver at 11:20am and told him that I have been waiting and that it's now 11:20am. The driver then informed me that there was a problem: "We have three more stops before you, so, call the store and reschedule your delivery." I called the store manager, Ahmed, and he told me he would call the driver to inquire about the delivery. He called me back and told me that there had been a problem and they would not be able to deliver the mattress as promised. He also told me that he would be refunding the delivery fee to me and reschedule the delivery for the next day.

The next day the same events took place. I arrived at home (Germantown) from Bethesda and they were two hours late. Mr. *** promised to refund the delivery fee and he told me that the store mgr would be contacting me to process the refund. Several Attempts to reach the store manager, Ahmed, has been unsuccessful. For the past five weeks, Mr. **** has been referring me to Ahmed, store mgr, and I was able to reach the store manager, Ahmed, who has also been referring me to Mr. ***, district manager. Finally, I decided to call the customer service dept for mattress warehouse. I spoke with Aaron and he told me he can't make any decisions about refunds and that he would have to contact the district manager, Sparta ****. Aaron, customer service rep., refused to provide the contact info for his supervisor the customer service manager.

They were not apologetic for not calling or alerting me of this. I told them I wanted to cancel the mattress. The store manager Bill told me I had to come in with the original receipt. I did that on 12/2, and Chad processed my refund. He told me that I would have a credit refund within 3-5 days, and a check would be issued for the cash and mailed to me within 7-10 days. I waited one week and on 12/9, still with no refund, I called the store and spoke to Chad. He stated that the refund was processed on 12/3/2010 and should have been received by now. He advised me to call customer service. I did that immediately and spoke with Aaron. Aaron told me that the paperwork had been done wrong and that he would call the store to get it fixed. I called Chad back and told him the news.

While I was on the phone with him, Aaron called the store on another line and the news was relayed to me that the issue would be resolved and a credit issued within a few hours. I monitored my credit card all weekend and no refund appeared. I called the store on 12/13 to speak with Chad and he was not there. I called customer service and was on hold for over 30 minutes, twice. I filed a complaint with the Better Business Bureau of MD and then initiated a credit dispute with my credit card company. I also called the store back and spoke to Mark who told me he would have the store manager call me. I waited for a call. I am still waiting. I called the Regional manager, Tarik, and left the 4th message on his vm regarding this issue. I have never received a call back from him.

Today, on 12/14 I called customer service again, I left a message for a Melissa ***** who is supposedly the customer service manager and have yet to receive a call back. I also called the store where Mark told me he could not provide any further information to me on this issue. At this point, I am out of $711.20 for a mattress that was never delivered. I do not want it. I want my money back so that I can go elsewhere and buy a mattress. I would like a resolution of this in full and find the customer service and the employees to be dishonest and fraudulent in their business practices and cruel as well. They are rude and refuse to accept responsibility for their actions which are unethical. Basically, my money was taken from me in a fraudulent manner by promising goods that could not be delivered and has not been returned. That is stealing and is a criminal offense.

Coupons are a joke and a waste of time. The real low price is in the back of the blue book marked with the month and year on it. When they make offers, they run to the book depending on whether the salesman knows the lines on the bed or not. Please if you found this posting, I wish for it to be shared on every thread about mattresses as possible. It is tough enough trying to buy a car and getting ripped. But with a mattress that’s going to sleep you for years, I'd rather know I got the true lowest price there is. Some of the salesmen are good. Knowing this will make you better I promise!

I called their corporate office and spoke to "Erin" who refused to give me his last name. He put me on hold for 15 minutes to speak with the district manager, only to return and tell me that I had to keep it for 30 days. Even then, they would only give me a refund for $2400 for the mattress and not the ergo system. My receipt shows I paid $5100 for the mattress set and that is what I should receive a refund for. This company is unbelievable! I called back the store and spoke with Peter ** who lied and told me that the money back guarantee I signed stated it doesn’t cover the ergo system.

It doesn’t say that at all! I told him I was going to call my attorney. He said, "I’m ending this conversation since you threatened legal action." And he hung up on me. I’ve done some looking online and I can’t believe how many complaints people have written about this same store alone. I’ve taken matters into my own hands. If this road doesn’t take care of this, then my next step is to take them to court. I will file a suit and I will add any damages and/or expenses I may have. I can promise you that!

On the day of pick up, I witnessed the manager-salesperson be able to single-handedly hoist the above to the top of my SUV with great ease. Upon arrival at our home, I discovered why; they were very light, and after carrying each part to the guest bedroom, unwrapping, and attempting to lie on it, it was a cartoon mattress. It sank in the middle and folded up on the ends. Upon further examination, the numbers were not totally consistent with the contract and yes, it was made in China. I called the store, spoke with Matt, and was directed to the boiler plate notice that the product was non-returnable, natch, and now, considered "used".

Ensuing calls demonstrated what Mattress Warehouse's manager Matt, does best - shout, "Have a nice day" and hang up. Calls to the regional manager were returned and while cordial, he parroted the company policies but offered that if we were to pay $70 for a pick-up and at least $85 more for an upgrade, the mattress could magically be returned. Email comments to the Web master were not returned and the live "answer-lady" was, by design, reading from a script.

In the very best light, this is a classic bait and switch. A lousy product substituted for a fair quality product. We, on Veteran's Day, chose to share the limited resources we have and sadly failed to heed - let the buyer beware. We should have read the litany of complaints associated with Mattress Warehouse. This product has been donated to a 501 shelter.

Eventually, I returned to the store [Nov. 15] with my friend and found that Al was no longer at that store. The saleslady, Barbara ,remembered us being there and said she would honor what Al had written on the business card. All seemed to go well, because I paid off the balance of my friend's mattress, she said they would deliver her mattress to her address free of charge.

On Nov. 17,two very pleasant young men delivered my mattress and quickly set it up. I inquired about the pillows and the covers. Was told to get them from the store on Monday. As of this date, the pillows and zippered covers have not been received. My friend has been to the store three times trying to pick up these items and has been treated with less than respect. I would consider myself to be a good customer with the amount of money I spent, but do not feel that I, or my friend are being treated as such. I shall not suggest that any of my friends go to this store.. Sincerely, Nancy **** RN

I decided to go back to the store to make sure I wasn't mistaken about how the mattress should feel. I went back that same day, tried the mattress again, and realized that the mattress that was delivered definitely did not feel like the one that was delivered to me. I spoke with the store manager Mark, and he said that generally mattresses should be tried out for 30-45 days before returning. I told him I did not want to sleep on the mattress for the two reasons stated above, and I would like to return it while it was still in pristine condition. He said he would have to call someone to talk about the return and would call me on Monday. He also said it would cost $150 to remove the mattress, and I agreed with that.

On November 15, I did not receive the promised call from Mark; so before it got too late in the day, I called the store. I was fortunate to get Winston, the district manager, and I explained the problem. He asked me if I had signed a "return contract." I told him I had signed everything that was given to me to sign. He then checked my file and said that I had not signed a "return contract," so the mattress could not be returned. I said to him, "So I was not offered a return contract to sign and now I'm **? " He said he didn't like to put it like that. I said, "I guess not, but that's what it amounts to." He said he could check into it and call me on Monday (November 22).

On November 22, by about 1:00 p.m., I had not received a phone call; so I called again. Winston was not there, and Mark was busy with another customer but would call me back in 5 minutes. I called Mark a second time, but he has not yet called me back.

6 Oct 2010: I call corporate customer service inquiring about the document I sent below. The customer service rep pulls my info and states that the regional manager (Jerry ***) called the store and me on the 30th of Oct. I did not receive that phone call. I gave her my direct work phone number and requested him to call me. After some phone tag,he called me the same day and we discussed our issue. He said he would have to get back with me Thursday or Friday because he will have to call his boss (Dave). 8 Oct 2010: I called Jerry at 1345 and got his voice mail and did not hear back from him.

On the 3rd of August my wife went into your store on 11002 Lee Highway, Fairfax, VA 22030. A man named Todd introduced himself and assisted her picking out a bed. He told her that any bed she chooses, she will need to give it at least 30 days to have her body adjust and to really try it out. Furthermore, he added not to worry having it that long because she could exchange it up to 60 days.

I then went to the same store that night to test the 2 beds she narrowed it down to then make a decision. After I tried the beds I went home to discuss with my wife which one we should get. We decided on the beauty rest firm mattress set. I called Todd that night and purchased the bed over the phone. No paperwork was given to me or my wife at the store, just his business card. On 5 August,the bed was delivered. On 29 Sept, my wife goes back to the store to inquire about the exchange program

Between 5 Aug and 29 Sept, my wife complained about the bed and how it was not comfortable. In fact, recently she has ended up sleeping in our guest room and with the intention to exchange the mattress with the understanding that she could from how it was explained.

29 Sept: She goes back to the original store and explains to Mr ** what has happened. He begins to explain that is not their policy and we should have gotten a warranty sheet and that there is nothing he can do. He also expressed that she would have to talk to Todd because he can't work this situation and it may have to go up to the DM (we are not familiar with this term). It appeared to my wife that his primary intention was for her to leave the store and he could not help at all. He did give us a Money Back Guarantee sheet and told her that we should have gotten this and it is our fault for not following it.

30- Sept: I call Todd at the store and see what he can do to assist. He then explains that he doesn't recall the sale and asks for my order #. I told him he was the one I purchased it from and I didn't have a number or paperwork because I purchased it on the phone. He looked up the order by my name and then said to just go on the website to see if customer service could help me. I requested to speak to his supervisor/manager but he would not give this info to me and that he just calls the regional office when he needs to talk to someone also. Due to telephone repairs going on at the Fairfax store, we were cut off.

In short, this has been a extremely frustrating experience for my wife and I. She was told about a Guarantee that apparently never existed. Because we purchased it over the phone, any money-back option was never given to us. Also the extremely poor customer service from Mr ** and Todd simply adds salt into this wound.

Our only goal was to change mattresses to one my wife would like (not to get a refund). And now we are left with a bed that will not work and a company that says there is nothing they can do. This is unacceptable and I will be sending my experience to the Better Business Bureau.

We are out well over a thousand dollars and now have to find another mattress because of some employees of your store who appeared to be reputable but come to find out, they were more worried about making money even if lying and being deceitful was involved. I am not sure what actions can be done to rectify this situation but our ultimate goal is to get a new mattress that we can use.

I double checked the website and there is no mention of the no return policy, not even in the small print when you filled out your credit card info. There is a small note that the mattress you receive may differ in appearance from the one pictured, so that is fine, but I could not find any mention of the no return policy anywhere on the website. This is just unacceptable. At the MW store I visited, they had a huge sign letting customers know that they had a no return policy and I would have appreciated the same on the website.

Well I didn’t even receive this money back until 5 days later then they said they would have to get in touch with corporate to switch it out and I waited and I waited finally they said they could do the switch. And have the other set that I picked out delivered on Tuesday 9/14/10. Well then I get a call from John of corporate in Maryland and he said they could not get it to me on that day mind you I have had to sleep on a rock hard mattress for days by this time I was fed up so I told them to forget I don't want the mattress set anymore

John told me I had to go to the store and pay 150.00 to pick the set up. And that warehouse would call me between 7;00 -7:30 am Wednesday morning to let me know what time they would be coming well here it is 10:00 am and no phone call. Very, very upset customer I would not recommend anyone to this business. These people are out to rip you off.

But the spot did not make the bed sag and springs bulge out of the sides! Wrote to Simmons warranty claims, they refused to do anything because the dealer had to be the one that dealt with it. This is a viscous circle because no one wants to lose money in a situation like this. But both companies will lose money because I will never buy another Simmons or from Mattress Warehouse and I will continue to let people know how horrible both companies are!

After 2 weeks and not 90 days, I decided to return the mattress as I did not find it cool. It made me feel hot and the covering was not to my tastes. I called the same store and got Gayle. She told me that the mattress is not returnable since I failed to sign a paper stating that I wanted that option. Me, the consumer, failed to sign? Are they kidding? I insisted that I was not given any paper and that I was told I had 90 days. I marched into the store and met her along with another male salesman, not the one who sold me the bed. Since there were customers in the store, they kept asking me to try the mattresses far away from the customers and that they would ask their ‘district manager’ who is some fake person, if I could exchange my tempurpedic.

I was told originally that I could get my money back, recall? Gayle then showed me a Sealy Cool Spring whose tag was $2,200, more than the tempurpedic. She said that I could have that one for an even exchange. I then agreed as I had been in the store for 3 hours then, fighting with them to return the mattress and recall. I never did get a new box spring either. Then when I went up to sign, she said along with the male salesman that there was a restocking fee. I did not know that and had never heard of that. Then she went on to say that the Sealy was more money and that they would have to call the district manager again. I waited and waited. If anyone went into the store, they moved me away from them as if I couldn't notice that. I finally agreed to the Sealy and had to pay extra money for restocking. I came home to the mattress warehouse website only to find out that the exact same Sealy mattress was for $1,299 with the box springs.

I was horribly cheated and lied to. I will do everything in my power to stop these people from getting away with this. I will tell everyone that I know and write as many letters as I can. This cannot be allowed to happen. Please do not ever go to this store. They are liars, cheats, thieves, and the mattresses are most likely not new anyway. I only wish I had read all the letters on this website before I had walked in.

I, the customer, was made to feel that it was my fault for having signed off on the delivery. Who can take the time to thoroughly inspect items while the delivery men are standing there, waiting to leave and as they thrust papers in front of you to sign on? I assumed that I was signing that the goods were received, not that they were in perfect, acceptable condition. I would expect that to be so, after paying almost $1,000 for the set. What about their quality control? Doesn't say much.

I will have to miss work again for another delivery. As it happens, I am off tomorrow, would not have wanted to hang around all day waiting for a delivery, but it's better than having to miss another day of work. Mike said, his hands were tied, just a salesman in the store, not there regularly. That is what the original saleswoman had told me as well, the afternoon that I had purchased the goods.

I went back to Mattress Warehouse & lay again on the mattress. It had good firm support but felt plush & comfortable when I lay on my side. I bought the mattress on 8/7/10 for total $1,300.00. Mattress set was delivered & delivery guys were in & out of my condo in 10 minutes. They didn't say anything to me except "sign here", once they had ripped off the plastic and set up the bed.

I immediately put mattress cover & bedding on. I'd been sleeping for months on a Wal-Mart air mattress & looked forward to sleeping on a real mattress. I was surprised when I got into bed that evening that it was hard as a brick. I tossed and turned, trying to get comfy, painful in my shoulders & hips as there was no yield at all. After an hour, I hurt so much that I got up and moved around, then went back to bed. I lay there for hours and the aches of laying on my own body on this rigid brick were more than I could handle. I could not manage the pain. Got up before 5AM, stretched out on the sofa for an hour & got ready for work. Very bad day.

Night #2 was a repeat, but worse because I was already exhausted & sore from previous night. I got up at 2AM after 3 hours of hurting, took the sheets off, and stacked 6 layers of soft nap blankets under the sheet, to provide some cushioning, then re-made the bed, and tried again. Dozed fitfully from about 3-6AM, got up exhausted, and stooped over in pain.

I went back to the store, and told Brian the mattress is intolerable, and that I would like to trade up for something better. Brian said, "sorry, we do not do exchanges". I said "are you saying Mattress Warehouse does not stand behind its merchandise? " He said "we do not offer a comfort guarantee, we expect you to make that decision in the store". I pointed to the floor model of the mattress I bought and said "that mattress is nowhere near as hard as my new mattress". He said "well you have to break it in. " I asked "is that on a sign somewhere? " He said it's commonly understood when you buy a mattress that you have to "break it in". I said "then what's the point of laying on the mattresses if they don't tell you what it will feel like in your home? " He said well it was just to give you an idea. I asked "how long does it take to break it in? " He said "it varies, maybe a few weeks or months, depends on the usage".

I said "look at me, I am in so much pain today that I've taken a sick day from work, how do I manage this kind of pain night after night until the mattress is broken in?" He said he was sorry but Mattress Warehouse does not, under any circumstances do refunds". I said "I'm not asking for a refund; I'm offering to spend another $500 or more for a better mattress". He said there was nothing he could do, the company policy was fixed. I asked who else I could talk to, and he gave me a phone number for the district office.

I called that office and talked to a supervisor, explained the situation and got same story on the phone. Lady said "once the plastic comes off the mattress, that's it, we do not offer a comfort warranty". I said "you won't even find a fiber from my clothes on that mattress, I immediately covered it and it's only been in my house for 2 nights".

She said sorry but "look at the back of your receipt, it clearly says no refunds". Again, I said "I am not asking for a refund; I am asking to exchange a product I cannot live with for a product which could put more money in your pocket". I told her my mom went through a similar situation 2 months ago with a mattress from Sleepy's; she slept on it for 8 uncomfortable nights before returning it for something better. (I did not think to mention that Sleepy's let her trade for a mattress which cost $200 more and did not charge her for the difference. ) Lady said "that's Sleepy's, this is Mattress Warehouse". She was politely disinterested and said I could always just buy another mattress if I didn't like the one I got. (Do I look like an ATM machine? )

I have written a letter to Mattress Warehouse, also just got the form to send to Maryland Atty. General. I am stunned at the number of complaints about Mattress Warehouse filed here and on **. How is this company allowed to stay in business? Last note, which I find interesting, on Mattress Warehouse online form for "how was your experience", one question asks "did the delivery person explain our comfort warranty?" Well that would be a big fat no.

The whole process stinks in my opinion. This store should be required to post signs which specifically say "Note: Mattress Warehouse does not provide a comfort warranty; once we get your money, you are stuck with the mattress".

I tried the mattress again, for part of a third night, but absolutely cannot live with the physical pain. I have arthritis in my hips and back, plus degenerative disc disease in my neck. The pain of laying on this thing is more than I can tolerate. It took me a year to save up the money for what I thought was a good mattress, now I'm stuck with a $1300 Beautyrest mattress which hurts my butt just to sit on, and I'm back to sleeping on my $70 Wal-Mart air mattress.

They took the $150.00 restocking fee off of the total cost, but they also deducted the list price of the mattress cover as well as the two pillows. We were never told (in writing or verbally) that we would be charged for these items if we returned the mattress. I spoke with the regional manager many times and offered to return the items in question, but he was not willing to neither take the items back nor provide a full refund.

I called Tuesday last week and explained why and the person told me that he would issue the refund and that I should receive it in 4 days. However, I did not. I called on Saturday and he said that the corporate office was closed and asked to give him until Monday. I called back today, Tuesday and talked to someone different who is always quite rude. He wanted to know why I was getting a refund and said that he didn't know why they would issue a refund unless I had picked it up. I told him that they were rude and a bit of the story and told him that I didn't really understand why I had to justify this each time. I have also been promised several times that a manager would call and he has not.

Today, I was told that they do not have a direct number for the corporate office and that he was not able to give me the phone number of the manager. He started raising his voice, while I did not. He said he could not help me and would have the manager call me. I asked if he had my number and he said yes. I said okay and he just hung up the phone! I am told something different each time I call. I am filing a complaint after two months of being treated like a criminal by the mattress warehouse store of Lynchburg, VA. Each time I need to have the service technician come to my home to repair the TV, I have to schedule my time to be available for their window time frame. This is disrupting me and my family’s schedule.

Later in the day, I received a phone call from Hunter saying he had to speak to his manager and he would call me back. I tried to reach Hunter both Saturday and Sunday. Finally on Monday, I did hear from him. He said that we could get the mattress we wanted but it would cost more and that we couldn't just return our set since it was now used. We never opened it. It is still in the plastic. We have tried leaving message after message for the manager, sent emails and no response. At this point, we just want to return our mattress and get our money back. I feel like Hunter did a bait and switch. There was another salesperson there who saw the whole thing. We were taken and I do not appreciate it. Thank you for your time in this matter.

The next time David called, he told me that since he had driven 66 miles out of his way to the "other Royal Oak, MD," he would go to his next appointment first and "get to me when he got to me." It was obvious at this point that David was beyond reason and that he was going to punish me by making me wait for him until he "got around to me". When David arrived, he came stomping in and slammed the door behind him. I asked if he had ever figured out where he was and he turned and growled at me, "in the other Royal Oak." My husband, who overheard this, now felt it was not a good idea to leave me alone with David, because he feared for my safety with this irate man. David didn't speak much through out the rest of his inspection, other than to bark orders.

My greatest concern is that Mattress Warehouse employs a subcontractor who is so aggressive and rude that I felt unsafe being around him. When I called Mattress Warehouse to discuss this, I was put on hold for 10 minutes at which point I was told to leave a message or hang up. I left 3-5 messages over the course of a week and sent two letters. This was almost a month ago and I have still not heard back from anyone at Mattress Warehouse.

I called the corporate office and spoke to a lady named Eileen who was apologetic and sent out forms and asked me to get three estimates. I did this. I went back to the store to tell my salesman Mr. T. about what happened. He was on leave and I spoke to another salesperson named Sean. The three repair estimates were $895, $750 and $500. They wrote back and said that they could not take responsibility for any of the damages that I claimed because the two drivers said they did not do it. Also, because I did not see the extent of the damage before they left, it is now my responsibility. I know that this company is probably doing other senior citizens like this.

So I called the corporate office again and they sent me a form letter that was signed by no one that said, "In good faith, they could not punish the drivers in this instance." At the end of the letter no names was typed in only, “Thank You Mattress Warehouse, Inc.” I was disturbed that a senior consumer could be treated this way.

I contacted the Better Business Bureau and they told them that I did not report it at time of delivery. I then went and filed a claim with the Maryland Attorney General Consumer Protection Division. They told them the same story and they advised me to go to Small Claims Court in Rockville. I plan to do this next. However, I will use my time getting the word out that this company is not consumer-friendly and if they do any damages, the consumer is left out there unprotected. I plan to warn all groups that I am a part of on their websites. This includes the Montgomery County Retired Teachers Association, my church, Lions Club International, Alpha Kappa Alpha, Inc., National Association for the Advancement of Colored People, and any other website that I can find. I feel that this company is doing this to other consumers.

The walls in my home are damaged. I asked them many times to come out and assess the damage and they refused. They used two workers that were not very young and they scared the walls and dug into the dry wall in order to bring in a mattress set and remove my old one. They refused to come out or pay to get my walls repaired. They do not care about their customers once they have made the sale. Elderly people beware! They say that if you do not see the damage before they leave you can forget about it. Their drivers denied the damages in order to not have the repair funds removed from their pay checks. What a lousy company!

I contacted the store and filled out all the paperwork needed. I was told I would be getting a letter in the mail to say if the return was approved. I received the letter today, 6/22/10, and was told I would have to go to Frederick or pay $65.00 for delivery of a new box spring. I informed the salesman I bought the set in Hagerstown and could not bring the old set down to them or afford the delivery charge. I was told they could not do anything to help me.

I bought the set in good faith and now I am stuck with a almost 600.00 dollar bed I cannot sleep on because the noise is terrible. I ask if I could bring the old one to the Hagerstown store and was told no, they do not work that way. I think this is a terrible way to run a business. I was not informed when I purchased the set that this would happen if I had any problems. Please help me, I cannot afford to but a new bed, and going to Frederick for something I purchased in Hagerstown is crazy.

Asked for refund. I told them she was a very ill 88-year old woman on fixed income who was becoming physically ill over their lack of professionalism and the fact they were treating her so poorly they may cause her another stroke! She was very upset! They would not return her money. I was told by district manager: "No way! Not gonna happen! That’s my decision." Many phone calls were exchanged with me being the only one to attempt to correct this and make the contacts on behalf of my aunt.

I asked them if they were willing to be responsible not only for her becoming ill over this but for the medical bills that would possibly result from this and from their treatment of her. Said they’re not responsible for anything! Very rude and very uncaring. They only cared they got their money. On the third delivery, another set was sent--still not the set she wanted but she accepted the third set for the sake of her health! And, by the way, each and every set delivered was different from the other! This is the most dishonest, most unprofessional store we have ever dealt with! The couldn't-care-less attitude we received from the manager and from the district manager was despicable.

My attorney attempted to call them twice but when they realized it was an attorney/law firm calling them back from my work number, they refused to take the call. This was 2 minutes after I spoke with them (4:35 pm); they were there and open until 7 PM! So we have here a serious case of bait and switch against the law in VA and knowingly done since the set was discontinued in January of 2010! Total non-professionalism worked against an 88-year old senior on a fixed income with a recent stroke! This treatment over almost three (3) weeks of time is despicable, disgusting, rude and totally unprofessional! I recommend no one make any purchases from Mattress Warehouse in Manassas, VA 20109! The physical damage to my aunt's health status almost caused her to have another stroke! I had to take off work and sit with her for at least two hours to calm her and get her blood pressure down! These people treated this elderly senior like dirt! No respect at all! She ended up crying from frustration and scared she might have another stroke! They should have refunded her money immediately upon my mention of bait and switch, which they did not deny!

I called customer service after many, many attempts and spoke to Laura who said she contacted store and district manager. She said they would refund my delivery charge for the inconvenience and send mattress next week. Once again next week comes and once again we are not on schedule. Called customer service and left messages. Also, I left message with the district manager in his mailbox. Luckily we had his cell number and I called and he said he was sorry, blah, blah, blah. So this guy tells me he will get it right the next day because he will be working and helping to load truck. He said if it's not right I will get a refund.

Guess what? District manager did not work the truck and the mattress comes and it’s a completely different mattress from a different manufacturer. And it was dirty too. I call the district manager and leave a message and maybe 45 seconds later he called the delivery guy back. He gave me the phone and he said he was sorry again and would I like to give them another try for the next day. I could not believe he asked me that. I told him I was done and that I want the refund he said he would give me if it wasn't right. He said they would take the original mattress back and he would put in for a refund. I was not comfortable doing this only because these people have already proven to me that they have no idea what’s going on. So I told the driver to write it on the ticket that they were taking back original mattress and I was to get a refund per Cory the district manager.

Now I understand mistakes happen but this company and there management team are the pits. I truly feel that they do not care about customer service. I think they try and stall and put it off and give you the runaround just so people get tired and give up. It’s a real shame because we need another mattress in the next few months and plenty of friends who I have told about my experience with this company. I wouldn't send anyone to them. If I was running this company, I would take a hard look at what’s happening behind the scenes and my management team because here in Roanoke VA they have no idea what’s going on. Maybe the owner doesn't care also. Maybe they have a no-refund policy because if they gave refunds to all the unhappy customers, they would be broke. And I'm sure there are some happy ones out there and I guess they have better people in other areas. I don't know. I can assure you that I will pass it along about doing business with Mattress Warehouse. I just hope that my refund is as fast as the district manager says. The consequence of this is just the stress of not getting any cooperation from this company. They will lose my business and many of our friends and coworkers.

When I said that I have already paid a lot of money already ($2000) and would like $2070 to be reduced, Mike said that go to any other store as you still have 30 days. When I told him as per the warranty, I have to go to the original store, he said I can't give you for free and I need to at least make money for my gas. At this point, I called customer support to report, but it was closed. I didn't want to say anymore to Mike so I paid the difference of $70 + taxes + transportation $65 + $28 for recycling my existing box springs. I was told that Thursday 6/10 is the best day for delivery (even though I wanted earlier and asked for Tuesday). Finally, I agreed for 6/10 delivery date. Mike showed me the "Order Comments", I signed and initialed the invoice and left, all along being shocked and upset at the attitude.

On Saturday, June 5, around 10:30 am, I got a call (I went to voice message) from Mike asking for the box spring specification i.e. if I wanted a regular box spring set or reduced size box spring (like my previous invoice). I called back and was answered by another agent and I told him that I need a regular size box spring. Around 1 pm, I again got a call (went to voice message) saying I need to pay about $420 more ($400 + taxes). At this point, I became worried and so checked the invoice carefully and noticed that in the "order comments", the date 6/10 is mentioned as the exchange date (and this was shown to me in the store), but then the "request delivery date" is 12/31/2031. I did not return his call as I wanted to talk to customer support.

On Monday, June 7 morning, I called customer support to get a delivery date for today or Tuesday (my preference) and told about the "request delivery date" being 12/31/2031 and explained the whole situation. The gentleman who took my call also spoke to Mike on the other side and finally told me to contact the district manager (DM), as he was the only one in a position to resolve the issue. I couldn't reach DM, so I left him a brief voice message. I followed up with an email and around 2:30 pm, I got the call from DM Mark. He told me that I had to first tell that it was a warranty claim and since I am looking at Simmons (only 85% of my money is covered, whereas the warranty claim letter doesn't say anything about 85%), so to get the delivery, I have to pay the $400 no matter what. When I told him I don't want the box spring, he said it is against the law to sell only the mattress since 2007.

We found one that we liked, not loved, liked. The price of the bed was $2699, way over our price range. We said that we were interested and our budget was $2k and that needed to include bed, box spring, frame and delivery. The employee came back and said that he could do it for $2k plus tax. My husband said no, we asked for $2k for the final total. The man began to argue and said that wasn't what we said. My husband said that the price needed to be with tax. The employee began to say that, "If I can get it down to that price, then you will buy it?". We never said yes! We said that if he could do it, we would consider it.

I began to feel very uneasy, to a point that I was sick to my stomach. My husband and I decided that this just wasn't going well and left the store. Your employee screamed at us from across the store, "Folks, I am doing it for you." I turned around and said, “Thank you but it's okay”. We walked to the pizza place next door where your employee chased after us. He screamed the following: "**** you two. You ******* *****. I will kick your ***. I bust my *** and you guys are ********." Pointing to my husband, "You're a ******* ***** and you have been one since you walked in the door. I will punch your ******* ***** wife and kick your ***. " I proceeded to step outside and say, "What is your problem? We didn't want to do business with you.” His response, "**** you. you stupid *****. I bust my ***** for you guys."

I responded, "I am going to call corporate. There is no need for cursing.” He said a final "**** you" and walked away. I have never ever, ever known so much disrespect and unprofessionalism as that which happened through your company. I can tell you that I will be calling Better Business Bureau and your corporate office. The man never gave his name but I can tell you right now that this store will never get mine, my family, friends and anyone that I come in contacts with business. I have never been so scared or shaken up. I hope that someone actually reads this, takes it seriously and takes action. This should not be the way your customer service is run.

So I notified Simmons, who sent me back to Mattress Warehouse. I paid $1680 for this bed. That has a fifteen-year warranty that I can't get the store or mattress company to honor. It's now 2010 and the mattress is worse. The top layer of the mattress has separated 7" to 8" from the mattress. I need someone to honor their contract. This warp mattress has caused me a lot of back pain, and discomfort.

I was at store opening door next day filed for refund and said to wait four weeks. At end of that, I called customer service rep. He said he had not received any refund. I called store and gave them the info they needed for refund. I did this the following week. I also called customer service. Never returned call. I called district manager and he never returned calls. I called store and each time they said refund was on the way. I have been trying for 12 weeks to get refund and am still getting runaround no matter who I talk to and no matter how high up the chain of command I go.

That night when I go to bed, it feels like I am lying on an angle, rising toward the center of the bed. I think it's just me because we had switched from another bedding media. As the nights went on, I find that I am actually sleeping in a valley. I sleep mostly on my back. In the valley where I need to sleep, I must have my arm under me so that it doesn't fall out of bed. We decided the mattress is flawed. We went to the store and talked to the manager, Mike. We are told we must go online and fill out a warranty claim form. We did this and in about 2 weeks, we are contacted by a mattress inspector. When they came to check the mattress, the man looked at it and said, "You have a lot of hills and valleys here, I think you just got a lemon.”

A week later, we got a letter from Mattress Warehouse telling us that our bed has no warrantable defects. If in 6 months we still feel the same, we can have it re-checked for $50. At this point, we are livid. I should point out that when the so-called third party inspectors from Mattress Marshals did their tests and took pictures, the bad areas of the bed were carefully avoided. We revisited the manager, who told us it is up to us to contact customer service. After telling him that it would be a very angry phone call and that as the representative of the store he should be our advocate, he finally said he will call on Monday and call me back. It is now 3 weeks later and no call back.

We have emailed customer service with pictures of the very obvious defects and have spoken to them on the phone. Supposedly, they are giving our information to the Simmons representative, but we have heard nothing there, either. At this point, when I get up in the morning, I can't walk right away. Oh, also, and this is the really ridiculous part, the warranty says that comfort is not covered. On what other factor do you base your main choice? We have made posters showing the very obviously defective mattress in pictures and will begin posting them conspicuously, very soon. As far as warranty, quality or customer service, Mattress Warehouse and Simmons, has none. The mattress is still defective and my back and hip are still suffering.

I soon started receiving calls from the salesman and corporate office. They offered to exchange the mattress, now 2.5 months after purchase, and 1 week before court. They did not meet my demands for a full refund, so we went to court on April 20th. I found myself standing before the Williamsburg circuit court judge with 3 suits on the other side (including Ryan **, a naive 30-year-old). After presenting my case, there was little that Ryan ** could say, except to refer the judge to the back of the sales receipt where it indicates "MW does not accept returns or refunds". The judge quickly rendered a decision: Mattress Warehouse was given 10 days to refund the cost of my mattress, plus court costs and pick up the mattress from my home. They did so on day 8. I'm convinced MW is playing the odds that most customers will not go to this extent to get refunded or exchange goods. This company is dirty, from the top down, and should be avoided.

I called back on 4/26 and still, no headboard for the bed I have purchased. He said, I could call back on the 28th to see if it had come in, I told him it was long distance for me to call him, could he call me and he said he would not be there on the 28th.I feel that this is bad customer service. he should at least pick up the phone and call me and let me know what is going on. They have my money and my son still has no bed. They have my $ 420.00 and my son has no bed. I would certainly go somewhere else and buy another one if they would give me my money back. Stress, long distance calls, etc.

Summary: I stopped into Mattress Warehouse in Eysville, MD to buy a twin pillowtop mattress. I looked at one for $1,000 and quickly requested a lower-priced . The next one I saw was comfortable and had a soft top, or so it seemed. I didn't think to confirm it was a pillowtop. I bought it, missing the sign on the wall that said no returns. When I got home, my wife and daughter said it wasn't a pillowtop, so I returned 19 hours later with the mattress in its original packaging. The assistant manager said no returns but he assumed an exchange was OK. That's what I was planning to do anyway, so that was fine.

But when I finally spoke w/the manager who sold me the piece, by the way, he said absolutely no exchanges either (what business outside of fresh food does this, when they can immediately resell the product and still make the sale?). He said it was corporate policy and gave me their number. I called and finally got the district managers voice mail. He didn't return the call, so I sent the CEO a letter (see below), saying I needed a resolution w/in a week or Id have to buy another mattress. No call from him or anyone else. Case closed, at least from their standpoint. Not from mine, however. I may be out the money, but I hope I can save others from a similar fate. I'm out $315 and several hours of time.

Well him and his partner which is a female started playing good guy, bad guy. I questioned whom am I working with. They told me how they are already in trouble with their boss to please put up $5.00 to hold this price. Again they were saying how I am getting them into trouble so I said, “Okay, don't worry, I won't be buying from you because I would not want you to lie to your boss nor would I want you to get into trouble”. They refuse to give me back my $5.00 because I did not have my copy of the down payment.

So the next day I went to Mattress Outlet and made a wonderful purchase which Dominic stated that I bought junk, he said that his boss was just here yesterday and got me the deal all for $600.00; delivery, tax, frame. I said, “No, thanks! Here is my copy to get reimbursed for the five dollars”. He said they don't carry money, that it will be mailed to you. I said, “You're kidding me”. He never gave me a copy of the five dollars and he refused to give me back my business card that was given to me at the beginning. So I went up to him but he held the card firmly as I took it from him.

At that point he said I am kidding, They insulted me by telling me I bought junk. They're very unprofessional. They are crooks trying to take advantage of the disabled. I told them I was disabled and needed a firm mattress. I don't lie especially about buying a mattress. Please help.

Today, April 19, 2010, I drove 45 minutes to the Mattress Warehouse store in Lynchburg, VA to either get a less expensive mattress with the money I had already put down or get my money back. When there was no satisfactory alternative for the mattress I had put on layaway, I asked for a refund. The sales people in the store told me that there were no refunds on layaway and pointed to the sign and informed me that it was on my receipts. I explained again that I had a verbal agreement with this store that if I found that I could not make the layaway payments that I was guaranteed verbally that I would be able to get my money back.

They gave me what they were calling the "Corporate Headquarters" phone number but was actually just a customer service number. After speaking with Customer Service, they told me that they did not have any authority to make this decision and that I needed to speak with the District Manager, Cory T. They gave me his extension number and said they would transfer me. I was transferred to a voice mail that was not Cory T's but someone else. I called back using the extension number and it did not belong to Cory T.

I then went home and found the Corporate Office which is Innovative Mattress Solutions, LLC and was sent to the voice mail box of the Vice President for Customer Service, Andrew B of which, I am not even sure if this really is Andrew B's voice mail as it uses someone else's name. This company has breached a verbal contract that was made between myself and the Lynchburg, VA Mattress Warehouse.

Further, I was contacted by this store at the beginning of this year. They asked me if I was still interested in my layaway or if I wanted my money returned. I told them at that time that I still wanted the layaway. The salesperson told me that they were having a great sale and to come in over the weekend and he would be able to get me a much better deal than I had gotten on the mattress which I had on layaway. I asked them if I would be able to switch out my layaway mattress if I found one for a better price and was told absolutely! So I drove 45 minutes to this store only to get there and be told that, "Oh, no, that's only if you pay for it in cash today". The salesperson (I do not know his name but is the only black salesperson in the store) was very rude to me. When I came in the following week to make a payment on my layaway, I told the original salesman Corbitt what had happened. He apologized and said that this should never have happened.

Thirdly, my sister purchased a queen mattress approximately 2 years ago but of course, their mattress do not come with the frame. She wanted to purchase the queen frame but they told her that the frame was another $150 but that he could give her a deal for $90. So begrudgingly, she purchased the frame as she needed it for the new mattress. This January, my daughter went to the same store to purchase a queen bed frame and was quoted the price of $40. My daughter knew how much my sister had paid for the bed frame so she asked if they were on sale. The salesman told her that they were not on sale and this was the price they sell them for. She asked if the price had gone down, and he told her "no". I reported this to my sister who was understandably furious.

There are no amounts listed on Invoice number 10306 that would indicate how much the value of each newly exchanged mattress was. I then had to pay $65 for delivery. Here I am again, on my third faulty Serta mattress replacement request.

How many times must I endure the same torture? It was very hard trying to obtain a phone number as well as a customer service representative. On February 18th, 2010, I finally spoke to a district manager who emailed the supervisor of customer service named Aaron. I then faxed all pages back to Aaron on the same day.

Then on March 1, 2010 R.C came out and measured the mattress depth and width. I spoke to Aaron again on March 16, 2010. He then faxed me a letter dated March 3rd, 2010 showing that Mattress Warehouse gave me another approval number of MM-5568 and another delivery charge fee of $65. I went to your store again in Newark, DE and spoke to the manager. I explained my situation concerning the mattresses and a visa card refund and the store manager made me aware that if I went to Simmons or any other than Serta I would have to pay more money. I also spoke to a Paul M,, District Manager, who seemed as though this was a big joke, was sarcastic and didn't care. He did not help me in anyway.

On March 22, 2010 I spoke to a Brent G from Serta who stated that the total liability of my situation (mattress and Visa refund) falls on Mattress Warehouse.

My position in this matter is:

This is my 3rd replacement mattress of the same maker (Serta). It is my contention that this maker's designs does not contour to my stature even though your employees stated that it would. I should not have to pay any more monies in this matter. So far I have paid your company $2064.99. This includes $1999.99 first mattress and $65.00 for the second mattress delivery. Now you are talking about another $800 to switch to a different brand name, $65 for delivery again and God only knows what a box spring is going to cost me. That equals $2929.00 plus. Since the other 2 mattresses did not meet my needs, I'm trying not to complain again. I have tried several ways to save these mattresses. I brought a memory foam which cost me an extra $125.Then I tried a pillow top that cost me another $150. Now I am out of pocket another $275 which brings my total thus far to $3204.00. Since it took so long contacting and resolving this issue with your companies, I had to replace the 2nd mattress with a 3rd one not from your company. This mattress cost me $699. This brings my out of pocket total to $3903.00.

I am requesting that your company review my claims again and let's try to resolve this matter in an expeditious and fair way. I placed a special order when I placed my first order, customer will call in 1-3 months to schedule delivery, as per your store requirements. Also, I have received 2 defective mattresses thus far, I am now on my 3rd mattress, it seems to me that Mattress Warehouse voided the warranty. My family has always brought from your company for years. If you bought 2 lemons and they were just horrible, but, yet you needed more, would you go back to that store and pick from that same batch again?

After he discovered a twin set had been delivered, he called the store. He spoke with a Scott (who stated Brian was not at the store that day) and was told they could not come back to the address until another order had been placed and the "okay" came from the corporate office but it should take about 2 days to receive the correct mattress. He was also told that he would receive a call later that day (3/30/10) as to the delivery date. He never received a call and all employees were busy with customers.

I called the corporate office and was told by a representative that if a twin set was on the order form and that was what they would stand by. I asked if I could speak with a supervisor and was told that I could leave a message and that they would call me back about the incident. I left a detailed message on 3/30/10; no one called me or my brother. My mother called the next day and was continuously told by store reps that someone would call her; she received no call.

Finally on Wednesday, my mother called another location and spoke with a rep named Scott who stated he would call the corporate office and get the order in. She waited 2 days, received no call then called back to Scott who stated the matter had been corrected and my brother's full set would be delivered on Tuesday, April 6, 2010. My mother and brother waited at his apartment until my mother called back to Scott who said he was waiting for a call from the corporation. When my mother called back, she was told the order had not gone through and it might be 5 to 7 days before my brother's full set was delivered.

My brother is blind. I chose the set due to the price and so that I could help him as well. We both had a horrific experience with bed bugs which left both of us without mattresses for months. My brother is sleeping on his sofa. He also takes medications and of course, is not sleeping well. I will never do business with this place again and want the full set. Although I was going to ask for my $60 delivery charge to be refunded, I would much rather my brother have his mattress. I would like the company to be held accountable for their mistake and like it proven that they intentionally ordered a twin set instead of the full set because (not at all a practice with me) most consumers do not read their receipts. I would like charges of false television and internet advertisement to be filed. I honestly believe this was a scam pulled by Mattress Warehouse and would not like other consumers to fall victim to their deceptive business practices. Thank you.

I signed the all sales are final and Janin the manager was extremely rude and refused to speak to me about the matter. Only kept giving me the number of the headquarters who was impossible to contact. They never returned any of my calls when I got the leave a message option. I feel my only option is don't bother to fight because I read the horrible nightmare reviews written by others after I made this infamous purchase of a mattress at Mattress Warehouse on Pentagon Row. It was just not what I agreed to buy. Physical aches and pains after sleeping on this rock hard mattress that was not in the store and not the one I selected.

So on 2/14/10, as soon as they opened, I went in, paid the difference and upgraded to the Sealy cool springs. I told him at least four times I wanted the medium mattress not the firm due to my bad back. Kevin gave me new paper work and I left. On Monday night, we got our mattress out and took it out. I threw away my mattress pad for the top since it was being delivered on 2/16/10. On Tuesday, Kevin called at 10:30 and said their truck had broken down and they would have to push delivery to Thursday. I said fine. Things happen and I know that so I said okay.

Well, on Thursday, the 18th, I called into the store to see if they knew about what time it would be here. Kevin was not there so I talked to James. He looked and said they don't have it down and there is no delivery date set. That's when I got a little upset. We have now been without a bed for three nights and my back was really feeling it. So I told James that and that I wanted to know what was going on. They didn't even know anything about the truck breaking down and he said he didn't know if he could find out anything but he would try and call back.

I waited all morning and part of the afternoon then decided I would call the main office in MD. I tried calling for about an hour straight, hanging up and calling back. I left messages and still nothing. So I keep calling and start going through the directory, trying every extension. Finally on ext 109, a Chuck answered. Finally, a real person so I tell him my story. I'm upset at this time besides hurting from not being able to sleep on a bed. I told him about Kevin lying time after time and to find out it was the firm mattress he sold me instead of the medium like I had said more than once. Chuck said that it wasn't his department but he would contact the right one and see what he could get done. I said thank you and asked if he or whoever he talks to could please call me back. He said yes.

Well, most of afternoon is gone and there is only thirty minutes left till they close so I call back up there to MD. What do I get? No answers. No one would answer the phone not even Chuck. So I left him a message, left message at customer service and one other extension. Well, needless to say, no one called. I was getting aggravated and I called back into the York store and talked to James again. He said he was still waiting to find out, that he was in contact with Bill F., the district manager and that he would call me when he found out. He knew that I had called MD. I told him if he didn't find anything out I wanted a refund and I had told Chuck that too. I told him I could go to Sleepy's and get same mattress the next day at a hundred dollars cheaper.

So later in evening. James called back and asked me if I would take the Simmons mattress instead and they would refund the difference. I said no, I did not want that one and the way it was Kevin had cheated me and not sold me the one I wanted to begin with since it was a firm mattress. He said okay, he would call back. Finally about 7:30 that evening, I just drove in there. He said he was just getting ready to call me which I doubt. Anyway he said they did not have in stock the mattress I bought and it would be a special order and he didn't know when it would come in.

I was mad. I told him that I can't go without a bed because of my back, to just give my money back. He couldn't do that himself. I then told him I wanted to talk to the district manager and that somebody had better call me in the morning. Now it's another night without a bed. Next morning, I called. He said they (James and Bill) were working on getting one and if not, they would try to get the one I had told them I wanted in first place ( Sealy cool spring medium). That night, there was still no phone call. So my boyfriend and I stopped in there. I had been on their web site and seen they charged me 50 dollars more than what that mattress cost anyway.

I am really tired of all the lies now. We get in the store and again, "I was just getting ready to call you" but yet then he couldn't even find my paperwork. We said once again we want our money back. Well, he went on to say that their computers weren't upgraded to see whether mattresses are in stock or not so that's why the mix up. Then I said no, Kevin checked the night I bought it and said it was. James said that Kevin must have thought it was because of computers then said that the Sealy medium was in stock and it would be here Saturday or Tuesday. I told him it should be here Saturday. Then he said that they charge 75 dollars for Saturday delivery. I said I wasn't paying it. He said no, we are trying to get it no charge.

Well after all the lies and inconvenience they should. I told him they should throw in a mattress cover for all the inconvenience. He said the district manager will take care of you. I said he should and especially since I was overcharged to begin with according to their web site. I told him to look it up and that it was page six. Well when I did hear back from him it wasn't good.

I was not getting mattress till Tuesday the 23th. That meant it would be eight nights without a bed. I was in tears. I could not take any more nights without a bed but it wasn't like I had much of a choice. He said he would check on the mattress cover and let me know because the manager had to approve that. That meant it was Kevin who had done most of the deceiving and lying to begin with so I knew that wouldn't happen but I told James to have him call me or have the district manager call. You know that is not asking much to get a phone call.

Wel,l Saturday (2/20/10) came and went with no phone calls, so on Tuesday (2/23/10), I finally get my mattress. The plastic was ripped on it and had black spots on it. I got the spots off but they said anything on the mattress voids the warranty. I didn't even care about the spots. I was just happy to get the mattress because by this time I can hardly walk on mornings due to my back and leg. Now that I have got mattress, I am calling Kevin. So I call there and told him I have been waiting on HUD phone call since Saturday. He said James didn't tell him and he would have to call me back. He was unloading the truck. This was at 11:34. Three hours later, there was no call back and I think he lied anyway because they (Kevin & James) said they only get trucks in on Fridays. So it's yet another lie.

Now I call their other store in York to tell them that I wanted to talk to district manager. They said they only have his person cell number. I said that was fine. "Can you call him and have him call me? I have some complaints". The guy said sure. took my name, number and invoice number. Well, lo and behold, it wasn't five minutes and Kevin calls. He said, "What do you need?" I told him for all the lies and very inconvenience of not having a bed for eight nights I wanted to know about a mattress cover. He raised his voice and started telling me that I got a better mattress than I should have and he wouldn't have given me that. Well he had it mixed up and I told him that the cool springs is what I bought and he needs to check his records. He had put me on hold twice during this anyway. After he raises his voice at me and I tell him to check, he is still raising his voice saying "just what is it you want".

So I tell him I am calling about the mattress cover. I said, "If you don't want to give it for all my inconveniences, then take the fifty dollars off that you overcharged me for the mattress and as far as the upgrade on the mattress to the medium firmness I didn't ask for it." And I feel it was only right since I told you about four times to make sure it was the medium and not the firm so I feel what goes around comes around. Well, he lowered his voice then, and told me to call customer service and talk to them. He would not give me the number, said he didn't have it so once again I called MD. I left messages at customer service and yet again no phone calls. That is fine. I am calling BBB and letting them know how they do their customers. It is a shame for them to treat people like this and I think the public should know how they do business.

If you ever had a claim on the warranty I am sure you would not get anything done on that either. They do not care about their customers. Today is 2/25/10 and still nothing. I just want to let the public know.

John tried to fax the receipt to the main office to see if he can get the approval for the return; but he couldn't fax the receipt because the fax machine was not working. However, he took down my home and work number and promised to have someone call me. Three days went by, there is no phone call from Mattress Warehouse. I filed complaint through Office of Consumer Protection. This is the response from Mattress warehouse:

"Dear Ms. S,

Since Mattress Warehouse does not resell used merchandise, we adhere to a strict no refunds, no exchanges policy. Our policy is clearly displayed in all of our store locations and is written on the sales invoice. Once merchandise has left our store and is in the possession of the customer, the merchandise is considered used and is non-returnable. Mattress Warehouse values our customers and we respond to complaints in a timely manner and attempt to resolve the issues.

Unfortunately, not all consumer complaint sites offer us the opportunity to resolve issues and respond to them when we are not being provided with the customer's complete information or any way to contact them. Our corporate offices were in receipt of the refund request and it resulted in a denial due to our company policy.

Thank you,

Customer Service Manager. "

At 10:00 am, I called W.C. at the store and he checked and said delivery was scheduled for Saturday, 02/20/10. I told him that we were leaving town for Columbus, Ohio for 10 days and that would not work. He said that he would do what he could about getting delivery on Friday, 02/19/10. I told him that we both had a dentist appointment at 10:00 am on Friday. I asked about getting some compensation because of the mistake and he said that I would have to contact Ryan M, district manager at customer service.

Both me and my husband called and got Mr. ***'s voicemail and my husband also talked to Alex in customer service who offered absolutely no help at all. He told my husband that we would just have to wait for a return call from Mr. ***. Mr. *** never called us back but did talk to W.C. at the store and authorized a $25 credit. W.C. has set it up for delivery on Friday, 02/19/10, between 8 and 9 am. Hopefully, this will happen but if it does not, we want a full refund and cancel the sale. It is hard to believe that Mr. *** did not have decency to call us back and apologize for the inconvenience caused us.

Mattress Warehouse sales must not have been affected by the economy as most companies have and go out of their way to make sure customers are happy. We asked for a credit since we have to sleep on the floor tonight and both of us are in our 70's. Under the circumstances, I don't think that we would recommend Mattress Warehouse to any of our friends or relatives. Just wanted to thank W.C. for what he has tried to do for us and did say that he was sorry, more than Mr. M bothered to do.

Several calls have been made to the District Mgr, none of which have been returned. The Williamsburg store will not deal with the claim, and continues to refer me to their district manager. I've filed a warranty claim from the Mattress Warehouse website, but I expect little to no action. The corner of mattress is dirty. The side near the corner has been dragged on the floor, resulting in friction burns.

I never heard from them and never received the box spring. I called them on January 4, 2010 and spoke to Brian. He said that he would investigate it and call me back. Well, he never called me back. I called again on January 5th, spoke to Dan (who was not very nice and very nasty and hung up on me). He stated prior to hanging up that he was just filling in for Joe because he was not in the office. I went to the store on January 5, 2010 and spoke to Dan. While I was standing there, Dan claimed to be calling the Corporate Headquarters and stated that there was no request on file for the in/out (I watched Mike write it on the receipt on the day it was delivered). He said that Joe would put the request in when he returned to the office. I had Dan sign my receipt stating requested in/out. He stated that Joe would call me with the delivery date.

I did not hear from Joe. I called Joe on January 14th. He stated that he would look into it. Joe called me back and stated that there was no record of the request from the paperwork or the telephone call that Dan made on January 5th. He stated that he had put in a request to the Corporate Office but had not heard back from the yet. I called the store on January 26th, spoke to Bill. He stated that Joe was at Corporate for a meeting and would not be back until Thursday. I called corporate headquarters on January 26th at 4 p.m. and left a message on the answering machine (of course no one called me back). I called Corporate again today January 27, 2010, spoke to Nick. He stated that they have no request for an in/out under my name. He transferred me to Winston, who only has an answering machine that say Winston. I left a message for Winston to call me back.

This is ridiculous. I have been on this from the day they brought the defective box spring into my house. I can not use it; I will not use it because it has a big hole in it. So I have been without a bed all this time, not to mention that the material that covers the bottom of the box spring isn't even attached to the box spring. It never was. They have already been paid for this product since I purchased it with my credit card. I have to sleep on my couch. It is also causing me mental stress because the people at the store on Belair Road are not very nice people. They should not be dealing with the public in any way, shape or form..

Why wasn't I called? I requested delivery since they had failed to deliver to the store on time. I was no longer in town to handle the delivery (as planned) and my son doesn't have the vehicle to accommodate the headboard. Toby said she would contact the DM and call me back. At 4:15 (and thirty minutes later) I called again, "Oh, he hasn't returned my call." I told Toby I wanted to speak with him. Okay!

At 4:55, closing time, still no return call. So I called again. Still no DM, "What would you like me to do?" What! Has she not been listening? I want the headboard at my son's home in Elkton (25 minute drive max!). Okay. So the stockboy lives nearby and will deliver it tomorrow. I gave Toby all my son's phone numbers. Guess what! No calls, no delivery, nada!

What really irks me is that each time I have called, I have introduced myself and each time I get, "How can I help you?" as if she didn't know! My son wants me to get my money back. I don't want to let them off the hook so easily. I am headed for the Attorney General's office. Oh, and don't call the 'other' MW, SH, MW stores located in WVA, OH, etc. They have nothing to do with the Virginia-Maryland ownership (same logos, same stuff, same attitude!) Isn't that against corporate law?

My local store was sympathetic but unable to have management change their mind. I spoke to the delivery warehouse in Fredrick, MD and I was told it was out of their control. I asked to speak to the district manager but everyone refused to give me his number. The advertising was false and then the store's refusal to honor a sell it had already made was amazingly shortsighted. It is the most unusual case of a store refusing to sell their product to a paying customer that I have ever heard of. If you are thinking about going to Mattress Warehouse, save yourself a lot of trouble and look else where.

The problem with Mattress Warehouse is that they have slow paid me numerous times for the deliveries. When agreed to work for them, I was told I’d be paid 1-2 weeks. There have been times I went 2-3 weeks many times. Now, the latest being 5 weeks for one batch of deliveries, 4 weeks for the next batch of deliveries, and waiting 2 weeks on the last sent batch of deliveries. I also have sitting in the store, another batch of deliveries that need to be sent in for payment, but I haven't received the last money they were supposed to pay me and don't want to confuse them. At the most, they owe me about $2,500 and the next batch to be sent in is worth about $750.

Everyone I talk to, I get the run around, which is mainly the DM for that store. When I call the corporate #, I get some receptionist that is very unwilling to help, telling me to deal with the DM of the store. I told her I am getting nowhere with him and would like to speak to someone higher up, like Karen, who supposedly cuts my checks to see if I can get an idea when they were sent out. The last time I called, which was yesterday, the receptionist told me she was not getting involved and that it "wasn't her problem" then sent me off to another voicemail and still haven't got a call back.

I'm not the only delivery driver to have these kinds of problems. It seems all delivery guys from this store have had the same problem and is the reason they left. It is totally ridiculous the way they have handled my situation and I've seen some cases where it was totally bad business practice the way they handled customer complaints. I'm not only saying this about their bad customer service because I’m disgruntled, I’m saying this because I’ve seen it firsthand. That’s my story.

I heard nothing from him unless I called him. My phone calls and requests were met with responses that it is in the hands of customer service. Out of frustration I called the store and spoke with "Roxy" who is the new store manager. She was unable to help and indicated that it was out of her hands but she would attempt to reach her district manager. (John **) It took over 2 weeks to get a response from him and then, only after I indicated that I would contact an attorney. He indicated that the mattress wasn't going to be refunded, as I hadn't filled out the necessary request for a refund at the time of purchase and although a refund was discussed, the store manager never brought out or discussed paperwork necessary for a refund should one be needed. He also indicated that since it was a 'comfort' issue with the mattress that it was not refundable.

I went to the store and reviewed the paper work and the internal company form or request for refund. It indicated that comfort is not a reason to return a mattress although the main issue with the $4,000 mattress set was listed that the bed would squeak when you rolled over (manufacturer defect), caused allergy symptoms and lastly, was too soft of a mattress for me to sleep on. Since then, John **, who is a regional manager, has indicated to me that the bed should not squeak and that squeaking is definitely a manufacturer defect. Why then am I still getting told that the mattress is not refundable? And no one seems to be able to answer questions or get an answer from anyone. This is the worst customer service I have ever encountered. I would have been better off if I had bought a mattress elsewhere. I have no recourse at this point, but to seek legal counsel assistance and request that the attorney fees become the responsibility of Mattress Warehouse. Loss of sleep due to a squeaky bed with normal turning and positioning, increase in allergy symptoms and back pain due to the mattress.

The next day after delivery, 11/20/09, I called Rick the salesman and he talked with the manager Ronnie. I was told to come in the next day. When I returned to the store, the only option offered was to buy a much more expensive mattress and apply the cost of the defective mattress to the replacement. When I refused to buy a more expensive mattress, the store manager refused to refund the cost of the defective mattress. I spoke to the manager again today (11/29/09) and he still refused to allow me to return the mattress for a refund. Obviously, the management of Mattress Warehouse believes that, even if the customer wins a case in civil court, the judgments will not be enforced if he has no property in his name. Maybe this is why we still have infant crib death due to mattresses.

Do any of our congressmen care enough to create laws to protect consumers from individuals who knowingly sell household products containing toxic chemicals harmful to human beings? Because Mattress Warehouse refuses to allow a return of the toxic mattress, I have just lost $957.50, with no avenue for recovery unless I can prove criminal intent and have the case tried in criminal court. Even then, recovery from a defendant who has no money is unlikely.

I finally received a call from Mr. Russ and explained what had happened. He told me he would talk to Mattress Warehouse and get this straightened out. After a week, I called him back. He asked if he could come to my house the next day with his assistant named Jackie to look at the mattress. On the 13th of October at about 1:30PM, they both showed up. I showed them the mattress and he just looked at it, ran his hand over it while his assistant took pictures of the tags on the mattress. I asked them to lie on the mattress to see how uncomfortable it was and told him that I had paid $100.00 for a mattress pad just so I could sleep on it. They said that's okay, we got what we need and said they were going to the Glen Burnie store to check out the mattress in the store and talk to the manger Mr. Aslam and would call me back the next day.

After about 5 days, I called Mr. Russ back. He said that they had checked the tags on the mattress in the store and that the tags said they were all the same specs. I asked him if he laid on the store and he didn't answer, said there was nothing he could do. Lesson learned. If you Google Mattress Warehouse, they have a history page of how great and customer service oriented they are. On their TV ads state that they have a money back guarantee, but just try to get your money back unless you get it in writing signed by the manager or salesman. Simmons Mattress is not much better. Like Mattress Warehouse, they aren't customer service friendly either. They give you the runaround also. So in closing, all I have to say is buyer beware. Stay away from Mattress Warehouse and Simmons Mattress products. I learned the hard way.

I then called the the main office in Frederick and talked with Aaron in customer service. He gave me Mr. Winston's voicemail and I left a message. After a few days, I called again and left another message. I got Aaron in customer service. He asked me to hold and he would see what he could do. Aaron told me that on Saturday, 8/31/09, they would deliver another mattress and to try it for a week to break in. When it was delivered, I noticed that like the second one, it was hard as a rock again. Nothing like the original one. The driver told me to call the store on. After giving it about a week and was told no change, on 9/08/09 I called Aaron again. He passed the buck and said "why don't you buy a padded mattress cover or a piece of foam to make it softer?". He then referred me again to Mr. Winston, I left a voicemail again and then I asked Aaron for the name of the owner or president of the company. He said he didn't know and if I wanted, to write to him and just address it to the president/owner at the Frederick office address.

I also asked the receptionist named Marie for that and was given the same answer. I called and talked to Pamela at the Simmonds customer service and was given the runaround. I was told to take it up with the dealer. When I asked her why the original mattress was soft like the one in the store and the other two were like a rock, she said "well, maybe because the original one was in the warehouse and had other mattresses on it to break it in and the other two came directly from the factory as Simmonds does not warehouse their mattresses. On 9/10/09, I finally got an answer from Mr. Winston. He said he wanted to resolve this matter. I explained to him again about the problem with the replacement mattresses being like a rock and got upset. He said that's impossible, that Simmonds just didn't change their specs and that all mattresses are the same. He talked to Aaron and got back to me. So far, that's been a week. On 9/14/09, I sent a certified letter to the president/owner and got the "received card back" yesterday. I will never deal with Simmonds or Mattress Warehouse ever again. I will update further if anything is resolved.

Several weeks later, a "Mattress Marshall" came out and went over the mattress. Then we received letter #1 of denial on June 25, 2009. Then we received letter #2 stating acknowledgment of defect on July 7, 2009. This after my husband took photos of our own and contacted Customer Service at Mattress Warehouse and the Better Business Bureau. The terms were unacceptable to us, as they were to replace the mattress only and penalize us, charging $65.00 pick-up fees.

I did go to the Mattress Warehouse store on several occasions to look about alternate sets. There was to be an additional $800.00 charge for a Simmons (and that was a downsize to a full set) and a $400.00 additional charge for a full Sealy set. I felt a scam was in place, a "bait and switch" scam. Either way, we were going to be stuck with a queen box springs, as they refused to take it back.

On July 18, the sales rep told my self and my husband that he would take both pieces back, defer the fees, and apply the amount we paid for the set toward another set of our choice. We said OK. Then the waiting game resumed. There was a two-week period that we waited on a call from "Corporate Management."

No call came, so I called and returned to the store to obtain an explanation. I inquired about a contact number for a corporate manager, so that I could call and speak to someone myself. No name was provided, only customer service number. I was on hold for 45 minutes this morning with no result. Finally, I left a message and return number; still no return call have been received. I then phoned the Better Business Bureau to speak with someone about the status of our claim with Mattress Warehouse. I was informed that there was nothing they could do, except act as mediator and aim for a resolution by August 7. Then the case would be closed.

This queen set is sitting in our living room, and we have retrieved our 10-year-old full Spring Air from a spare bedroom. This has all been most inconvenient!

Then the next day, my acct was in the negative. So they really screwed me over. So last Friday, I bought another bed, and I thought that I will give it another try, because I was nowhere near an ATM for my bank, and then the same thing happened. This time though, I was not going to fall for it. They told me the bed was paid for, and they had the money. But I waited. I told them they should reimburse me the money, but that was not going to happen. They told me they were going to investigate it and hold me on a leash until they were able to get the money out of my acct. They never called me back, and when I called them, she did not know anything about it, and he was not in the office.

It resulted in overdraft charges, that I could not recover, plus they charged me an overdraft fee. But I told them, I was not paying that. The money was finally given back to me when they found out it was not my fault. But we got behind on bills, and due to that fact, some things were turned off. Then you have to pay the reconnect fees. So, it was a big headache.

Our story starts from Gettysburg Mattress Warehouse on or about August 18th. I and my wife have been to several stores checking out mattresses. We found a mattress there that we were interested in, got price from salesman Greg. After couple days, we felt we did not want to spend this much on mattress so we did not pursue. No problems. Well we went to Hanover on August 21st and found a different mattress there and felt we were given better price. I told the salesman we would take this mattress as long as his price could not be beat. We were told there was no way anyone could beat his price.

Well on August 22nd, my son and wife researched online and found better price. Mattress Warehouse was $2,519 plus tax. We found same identical mattress for $2,389. We called Mattress Warehouse and he said he called his district manager and he could not beat the price. We canceled our order so my wife thought she would call the Mattress Warehouse in Gettysburg and was told that they would honor the price we found online that we had to bring in the ad. We did and Gettysburg honored the price. So we purchased a mattress there of better value for a lot less than in Hanover. We were happy with our decision.

On Sunday my wife called to return mattress cover to Hanover store since they even gave us incorrect information on warranty telling us mattress was warranted for 20 years, when it was only ten and guaranteed us we could not beat their price. The district manager was working there and now wanted our sale. We told him no, we were not interested because he was the one who originally told the manager who was working there he could not give us better deal.

Now district manager Rick called us four times on Sunday telling us he would beat the deal by $279.00. We told him we were not interested because we already got a better deal at another Mattress Warehouse. He said even if was another Mattress Warehouse, he would cut the price by $279.00 that he was big district manager, he could do what he wanted and he wanted to get even with whoever gave us that price. I made him promise if we told him where he would honor the discount and he said yes. We told him and he got off the phone.

He called us back ten minutes later. He said he will not give us the price he stated. I told him he was not a man of his word and he told us we were no good people and we did not honor our contract before with them. He insisted we were no good. So yes, he got the four letter word and I told him it was for lying to us, just trying to get someone else in trouble. He harassed us all day Sunday to get the sale. He lied about giving us the price he stated just to get someone else into trouble.

We are still taking the mattress from Gettysburg because when we asked them about canceling the order, they said they would not give a refund. We feel that this is no way to treat customers and ever a chance we do get, we will spread the word about Mattress Warehouse until they do get rid of people like a Rick claiming to be a district manager. We truly do fear if we have any problems with our purchase we will be treated in the same fashion.

He filed the report with Mattress Warehouse who sent me an email the following day indicating that "no noticeable defects were found" which is not the case at all. Noticeable defects can be seen with the naked eye without the measurements and they are not taking responsibility for delivering a defective mattress.

I have been doing this all morning. I contacted the store manager for a week now. I finally got through to the district manager and that conversation was a joke. I will never purchase anything there ever again. I suggest anyone else who may be thinking about it should think twice. I am still in the battle I will update.

My husband picked up the mattress, brought it home, and guess what, it's the wrong size. After calling to let them know they gave us the wrong size, the guy first asked, "Oh, is that size too big for you?" If I had wanted that size, I would have ordered it! Then he discovered that I had paid for the correct size, but the wrong size had been entered in "the paperwork." He was ready to hand up, with no apology for the screw up, when I brought that to his attention. He said he would look into it further and have the person who did the paperwork call me. He can't issue a simple "I'm sorry" on behalf of his store's screw up. Like I said, take your money elsewhere. These people don't deserve a dime.

I contacted the Better Business Bureau to file a complaint against Mattress Warehouse and found out I was the first person to do so, which I was surprised, after seeing all the complaints on this website. I highly encourage anyone with a complain in Virginia to do the same. The BBB's telephone number is 757-531-1300.

The queen bed which was delivered was of very inferior quality, unfit for sleeping. When we complained that to the store manager, he replied saying their machine is broken so they will replace the bed. After a few weeks, they delivered both queen and twin bed. This caused us many trips to store, phone calls, and a lot of frustration. We have opened only queen bed (other bed is still in original pack). This bed is of very poor quality. It is uneven and very difficult to sleep on. Mattress Warehouse caused us enormous pain in terms of money, frustration, and store visits. We later realized from, internet forums, that it's just not us. There are so many families having similar problem with Mattress Warehouse.

When we explained to the store, after many trips to different stores, they arranged for inspection and said they didn't find any warranted defects with the mattress. But when we are unable to sleep on the bed, it is of no use to us. Since you have not kept your promises four times and the bed is not usable, we demand a full refund. This is least what we want. We are not claiming any damages for trashing our existing mattress and frustration at this time. If we don't hear from you in 10 business days, we will take legal course of action.

So I asked then, "Why did you say I could pick it up today when you sold it to me yesterday?" He proceeded to argue with my wife and me saying that we misunderstood him, and that he didn't say tomorrow, he said Thursday. But we were both right there when we bought it and he repeated it several times through our visit, "If you buy it now, you can pick it up tomorrow," not Thursday - tomorrow." So now we had to make arrangements to borrow my sister's truck a second time to go back and pick it up today. If it's not there, I fully intend to get a refund of the full purchase price. It's just bad customer service. The sleazeball Frank said whatever he had to to sell a bed.

On May 5, 2009, Mattress Warehouse sent a letter stating, "No warrantable defects were found in your mattress or box spring at this time." On May 9, I sent Mattress Warehouse an email stating I was unhappy with this mattress which cost $1484. The mattress is on excellent support, covered with mattress allergan cover, mattress pad and I cannot continue to sleep with pillows going down the center of my bed and sleep on the right side one week and the left side the next week to even out the sag in the middle. I informed them that I would seek further action if not fully satisfied with another mattress.

To date, there has been no response back from Mattress Warehouse, Inc. After reading your website about the many complaints about Simmons mattresses, I do not want another Simmons and would like a full refund. I have purchased cheaper mattresses over the past 30 years for me and my son which have lasted at least 10 years each. This did not last 8 months. Please assist because I cannot afford to be out over $1400. I am so tired of paying for good products and services to get no satisfaction. Thank you very much.

In any event, the price sounded right so I phoned my partner to see if this was something he wanted to do. He asked me to ask them if this price included the frame and if not, what kind of deals could they get us on frames. Lord in Heaven, have mercy. This very simply question sent her over the top, yelling, shouting "You are already getting it (mattress) for free." At this time I looked at the sales guy and shook my head, while stating to my partner (who was simultaneously asking me what is she screaming about?), "No, I'd rather go to the Room Store, pay an additional $20 rather than give this nasty ** (yes, I went there) a dime."

As I began to leave, the store manager wanted to have the last word by shouting at the sales guy who was walking and talking to me, to "leave her alone, let her leave, you don't need her sale." Then she started addressing me saying, "Leave the store, get out, go to the Room Store, Bye-Bye-Bye. Hope you have a nice day". I was so fed up! What the hell is all of the hostility for? My goodness, gracious! I turned around and asked her to stop being a smart **. She started yelling at me again to leave and I took out my cell phone and said, "You know what? You want me to leave, then you call the cops and let them make me leave." I was pissed!

We both phoned the cops. The cop was super nice, and told me that Janita wanted to place me on a Do Not Trespass List because I wouldn't leave the store when she asked me to. Of course, I signed my name, I had no problem doing that because I "will never shop at any Mattress Warehouse brands."

I have yet to hear from anyone, District Manager Kenny, anyone from corporate. They do not micro-manage the store manager's practice and as a result. it is substandard, disrespectful and a complete mess.

Let me tell you that God is good. I not only purchased my Queen size mattress set at The Room Store but after telling them about my ordeal, they gave me 10% discount off. The Sealy Posturpedic is a better set than the one offered at the Mattress Warehouse. When I asked about discounts for the frame, they didn't jump down my throat. They simply told me that yes, they can also give me a frame for $20 off, stating that, "At The Room Store, when you purchase a mattress set and frame, they will give you $20 off the frame." How nice.

The next day, Adam called and said that he made a mistake and the mattresses would not be delivered until next Friday, 4/17 and the price I paid was wrong but because of the inconvenience, the store would honor the price. His boss, Crystal (store manager), was on the phone as well and said that Adam was new. Apparently, for the buy one get one free deal, you have to purchase a mattress that was $1,399 and up. My mattress was on sale for $799. Crystal said they are giving me a great deal. This was all on the telephone. I said okay. The next day, 4/9/2009, I went to the store and told Crystal that this was not acceptable. I need the mattresses now. I asked for my money back since the purchase was barely 48 hours and they had not even submitted my order because she said that she was just getting ready to submit it when I walked in the door. I said, "Well, if it's not even submitted yet, then why can't I get a refund?" She said, "We have a no refund policy, but I will give you two mattresses to choose from that we have in stock and can be delivered tomorrow."

At this point, I am frustrated and I said okay. I picked a Serta Pillowtop and a Sealy for the twin because that's all they had in stock. The Serta was okay but I liked the Simmons better, but it could not be delivered until the following week. I am starting to feel like I am in a no win situation. She gave me an exchange invoice and kept my original invoice from the original purchase. The next day, 4/10, the mattresses were delivered and appeared to be fine. I signed the received the form. That night was a sleepless night. I felt like I was lying on bricks.

The next day, I went back to the store and told Crystal this is not the same mattress as the one in the store. The one in the store was really plush, mine is hard. She said, "Well, ours are worn and all new mattresses are hard. If you are still unhappy on Monday, then you can file a warranty claim." I am pissed by then because I said, "Well, what about the money back guarantee policy that the store has?" And she said, "Oh, that is only for mattresses that cost $1,400 and up, not on sale mattresses." I then demanded a refund and she refused it once again.

On Monday, 4/13, when I was changing the linen, I noticed a ripped in the mattress. I reported this to the store and took a picture. Crystal said that it is a warranty issue and Mattress Warehouse is out of the equation at this point. I have now filed a warranty claimed with Serta. This is the biggest disaster. I can't find a number for their headquarters. On 4/28, I have been told my claim has been denied. Now, I have to buy a new mattress.

Once again we got nothing and he did not call us back. On March 16, we went to the Mattress Warehouse on Lincoln Highway in Lancaster, PA. We spoke with Mariam aka manager. My husband and I complained to her about Mike and he's not returning phone calls. She stated she was going to have a talk with him and went ahead and ordered the Emily. She had the delivery date March 19, 2009. We were to get a phone call on that morning for a delivery time.

Once again we received no phone call. I called and spoke with Mike later on that day to let him know that the bed was not delivered. Of course, he said he would call me back which he didn't. I called back and Mike said they do not have the Emily in the warehouse that we could wait or get our money back. I told him that we want our money back but since we paid cash, we had to wait until it went through the corporate office and that it would take two weeks. Three weeks went by, I called Mike again to let him know we have not gotten our money I asked him to have the manager to call me back. In fact, I have noted on our receipts that I called three different times and dates for a manager and no one called me back.

Two more weeks went by, my husband decided to go in to the store two more weeks later and spoke with Miriam again. She decided him saying she never saw his and my notes of requesting her to call me back stating she would have called me back. Of course at this time, my husband was getting upset. She told him they don't even deal with cash accounts and when my husband said that was BS, we paid cash she ended up calling the police on my husband for harassment and trespassing.

When the cops showed up, she showed my husband a fax from the corporate office saying our money was in the mail. We should get in a week. A week went by which was last week from this date and the girl who wouldn't give a name said we should get it by that Friday. Today, April 20, 2009 at 11:10 am, I spoke with Miriam again and told her the she told my husband two weeks ago the money was in the mail and we have not gotten it yet! She told me she was going to call corporate office and call me back. It has been an hour and she has not called back. We are complaining to Better Business Bureau and emailing our local news, WGAL, for them to investigate.

We were told a blatant lie by James ** at the Midlothian Turnpike store in Midlothian, Virginia. He assured us without question that if we purchased a specific mattress, we would have a 30-day trial period after which we could return the mattress within 15 days for a full refund less a fee of $149. We bought the mattress for $3,808. During the 30-day trial period, it was clear the mattress was totally unsuitable. It was as if it were a different mattress from the one we tried in the store. Well, within the refund period, we went back to James to tell him that we wanted a refund. He denied that we had a 30-day trial period and refused to refund our money. Unfortunately for us, he never provided any paperwork confirming the agreement regarding the 30-day trial.

A couple of days after talking with him, I went to the Broad Street Store in Richmond where the District Manager was working. I took with me a tape recorder concealed in my pocket and posed as a customer. The district manager reiterated the very same policy and promise made by James regarding the 30-day trial period on the very same mattress that we had purchased from the Midlothian Turnpike Store. In the district manager's words, the 30-day trial period was 100% guaranteed. I have this on tape. The district manager and I were discussing the very same mattress that I had already bought from the Midlothian Store.

I plan to use this recording in court as I pursue legal action against Mattress Warehouse. I encourage anyone who will contact me to lend support to my effort and possibly explore the idea of a class action suit against Mattress Warehouse.

On Tuesday evening, I came home and found the bed all set up in my bedroom. My husband and I had been at work, so I can only assume that a construction worker had let them in (it's a new house). The problem, there is a huge hole in the fabric on the top of the (unflippable) mattress. I called the store and they said they would put in an in and out request (whatever that means) and wanted to know who signed for it. I have no idea who signed for the mattress; it wasn't me. I contacted my credit card company and told them to do a stop payment until the issue was resolved.

Thursday morning, I got a call from the store saying that my in and out request had been denied because the mattress had been signed received in good condition. We aren't touching the bed, so we're still sleeping on an air mattress. They gave me the number to customer service, where I left a message. I feel like I could live with the hole, but if you read the fine print, it voids the warranty if the fabric has any holes or tears. I'll update this review if anything is resolved, but I am frustrated, angry, and feel like I've been taken.

My daughter and I entered the store at approximately 5:30 pm. Upon entering, the salesperson (Antonio), was busy with another customer so my daughter and I looked around the store while he assisted the customer ahead of us. During the time we waited, a Caucasian couple came into the store. Once Antonio was done with customer 1, I informed him that I had called earlier about the full sized mattress. He did show me the 2 mattresses that we discussed but in the middle of me asking him a question about another mattress, he proceeded to the customers that came in after me and proceeded to help them, leaving my daughter and me standing there looking foolish. I stood there for a minute or 2 in disbelief, then I gathered my daughter and we proceeded to leave the store. On my way out, I stopped at the door and said to Antonio, "Thanks for all of your help!?" He didn't respond because he didn't even notice that we had left.

As I sat in my car on the outside of the store, very upset, I called back into the store to ask Antonio for his superior's name and phone number. He stated that no one was in charge of him and that he was the senior person at this location. I then stated that there had to be a District Manager or something and that I would like that number. I then told Antonio that I did not appreciate how my daughter and I were treated and that we came in to purchase a mattress with cash in hand and that he just left us to attend to another customer after only giving me about 2 to 3 minutes of his time. He in turn said, "I work on commission and I can't spend all of my time with 1 customer."

I then said, "I do understand that you work on commission, but you only gave me 2 minutes of your time." The conversation began to go back and forth and I finally said, "Please just give me the number to you superior." He did attempt to give me a phone number to the corporate offices. Apparently, in my state of distraction, I miswrote the number. I called the store back but there was no answer. So I called the Annapolis, MD store and spoke with a salesperson by the name of Jim. I asked Jim if he could please help me by giving me a number to the Corporate Office because I had an issue that needed attention. I guess that he heard the pain in my voice and he asked if I was okay. I began to explain to him what had just happened to my child and me at the Prince Frederick, MD store. He offered his apologies several times and said that I or anyone deserved that treatment and gave me the phone numbers that I needed.

I truly believe that I was discriminated against on based on race. I think that Antonio thought that the best chance at making a commission was with the other customers. I came in the store with full intent to purchase a mattress for my daughter on that date. FYI, the couple left after about 10 minutes in the store.

I would appreciate it if someone would please look into this matter because no one should be made to feel like I felt when I had to walk out of that store with my daughter on April 6, 2009. We were treated as if we weren't worth his time. Thank you for taking the time to view my letter. I am very interested in knowing your view on this situation.

Without any additional notification, we received the mattress on 3/14/2009. To our disappointment, the mattress was the wrong model. We ended up with the Reflection Bay model, one which is about $1,000 less and a very firm version of the original mattress. We contacted the store that day, and they insisted they had ordered the correct model. We proceeded to go to the store and showed the manager, James, which model we had agreed to purchase on the floor. There was not even a Reflection Bay in their store. At that point, the manager admitted he had made an error and agreed to fix it ASAP. Since this all happened on a Saturday, James said he would make calls on Monday and call us to let us know when we would receive the correct mattress.

On Monday 3/16/2009, James called and said that the mattress would be delivered no later than 4/1/2009 and should even be the week before. He apologized for the mistake and said we could use the mattress that had been delivered in the meantime. On 3/30/2009, we still had heard nothing from Mattress Warehouse. When we called James, he said that he would check on it and call us back. He called back our home number (all other conversations had been via cell phone) and left a message that the mattress was scheduled for production this week? Apparently, they hadn't even made the mattress yet and there wasn't one anywhere else they could ship it from?

Since that day, we have called the store and the headquarters in Maryland at least twice a day with no success. If the local store answers the phone (rarely happens) and James has been away from the office, we end up in eternal hold at the corporate office. So at this time, there has been no resolution. Today is 4/3/2009 and we are heading into the weekend with not much hope. This has been a horrible experience. Not being able to sleep on a mattress for $4,000 is a pretty bad feeling.

We have since called and gone back again. We have filed a warranty claim on the Sleephappens.com website. We have been told that we will have a Mattress Investigator call and come to the house and see if the mattress is truly defective. We believe it is. We have also been told that the Simmons rep will call us. He has not yet called. We just want a comfortable mattress to sleep on. Sleep is not happening with us.

I went to the store, picked out a mattress on 3/25/09 and was told the delivery date is Tuesday, 3/31/09. I took off work, waited and waited; but no call on Tuesday. I called at noon. The gentleman there did not know why I was not on the delivery sheet and I have to call Paul on Wednesday. I called today, 4/1/09, and Paul did not know why. He stated he is waiting on corporate to tell him where it is or when it will be on the truck. Never again!

I decided to go back to the store and pursue this thing. I began by calling the store on March 11th. I first started by speaking with Morris, who has now replaced Carl. He said he will call me back but didn't. I called the corporate office and spoke to Winston (he is filling in for the district manager who is on vacation, Kevin **) who told me to call the store back and get my original receipt and file the warranty but can't promise anything. I called back to the store and got Morris but his conversation is so confusing I decided to go over and do this face to face. On March 15th, we got to the store and searched about three boxes for my receipt of which we never found. He finally found a copy of something that appears to be fraudulent.

He too got concerned and told me, “Let me call you back after I speak with the original sales person who has been transferred to another store.” I asked for a copy of what he has. He didn't really want to give me a copy but did. He asked me not to share this with anyone because someone might get in trouble. Later that evening, he called back and said it’s all straight now and he has filed the warranty claim. On March 23rd, I called Morris back to get status of claim and he told me, “Let me check with customer service and get back to you.” Nothing! On March 25th and 27th, I called and left a message for the district manager (Kevin **) who has yet to respond.

I also purchased a Mattress Pad that Debbie suggested to protect and guarantee the guarantee (?) of the mattress, in the amount of $83.99 (this was put on my Credit Card). My daughter got rid of the bed she had in her room and slept on the floor because Debbie assured her that her Mattress would be at the store to be picked up on Friday, March 13th, 2009. When my daughter went there to pick it up, Debbie informed her it would be another week or so before the mattress would make it to the store for pick up(?). My daughter then requested her money back because she did not want to wait another week for her mattress.

Debbie informed she could not issue a refund on the spot that it had to go through the main office, and that she would have to wait at least 3 weeks for her refund, it would be a check, of course. I also wanted to return the unopened mattress pad for the bed we did not receive and Debbie informed us she would TRY but they don't usually give refunds on any merchandise. This made me very mad, to think that a company that was so quick to take the cash and promise a delivery date then back pedal out of the original date just amazes me.

When I got home, I read the back of the receipt and it stated that once merchandise is received by the customer, it cannot be returned or exchanged. I cannot believe a company actually has the nerve to make that kind of statement. What kind of message for customer service is that? In these times of economic uncertainty, you would think a company would try and work with the customer instead of working against them and not issuing a refund on unused or unopened items with a receipt. Please post an extremely poor customer rating for this company. I personally think they should shrivel up and climb under a rock with the other rip off artists and shady companies that treat their customers like crap.

I said, "No, give me something else better or equal to it." He offered me discontinued items that cost 1/2 the price and low quality. I called another one of their stores and was told it could be delivered to my home tomorrow if I purchased it today. Alex said, "That is not true," and he is calling his district manager. I have yet to hear anything back from them. If I want my money back (they already have my money) they could issue me a check in 4-6 weeks or put it back on my credit card in 5-7 business days. They took my money on Monday, the day after the sale, and I still have no beds. Unbelievable! My children have nothing to sleep on tonight and I am not sure for how long.

June 4, 2008 - The mattress set was delivered during the midafternoon. The delivery men were quick to set it up in my master bedroom. Once the set was assembled, the delivery men had me quickly sign the delivery receipt and they were gone. I inspected the mattress set and discovered that the left box spring was damaged. The corner of it was missing a rubber protector and the same corner was dented inward. I immediately called Randy **, our sales associate, and explained the situation. I told Randy that I expected he would schedule another delivery and have a new box spring delivered to my house as soon as possible. Randy apologized sincerely and told me he would call the delivery warehouse right away in order to have my new box spring delivered to me within a week.

June 25, 2008 - It took three weeks after the initial delivery of the damaged box spring, for my new box spring to be delivered. Learning from my previous mistake, I refused to sign any delivery receipt until I inspected the box spring this time. The delivery men waited for me to inspect the new box spring. I pulled the bed off the wall to inspect all sides. The delivery men positioned the box spring so that I would not notice the dented corner of the new box spring they just delivered. I called the one delivery man into the room to show him that the box spring they delivered was damaged as well. He commented that the dent in the box spring would not affect the way the bed laid. I responded to him by saying that at any rate, I was paying good money for the mattress set and I wanted it to be perfect.

He understood and stated that since the new box spring had the same issue as the previous one, he would write up the delivery receipt as “customer refused delivery”, stating that in doing it this way, it would decrease the amount of paper work for him upon his return to the warehouse. This also would allow the delivery men to leave the new box spring set up in my master bedroom, instead of having to replace it with the previous box spring, which was damaged just the same. While walking the delivery men out the door, I was assured that someone from the delivery warehouse would be contacting me to schedule another delivery date.

July 9, 2008 - After two weeks of not hearing from anyone at Mattress Warehouse in regards to scheduling a new delivery, I decided to call Randy **. Randy was not in the office, so I spoke with a man by the name of Richard. I explained to Richard the situation I was having with the damaged box spring(s). After my explanation, Richard advised me to have the box spring delivered to their office and once delivered, I could come in and pick it up. I told Richard that was not an option for me, since I do not have a vehicle that would permit me to do that.

Richard said he’d help me put it on top of my vehicle and that to ensure there would be no scratches made on my vehicle, he recommended that I bring a blanket to lay underneath the box spring while it was on top of my car. I told Richard that I was not able to pick up the box spring and that I was promised free delivery, so that’s what I expected. He understood and said he was going to make a few phone calls and would get back to me later that evening. I never received a return phone call from Richard or Randy regarding scheduling the third delivery.

July 12, 2008 - After realizing that I was not being helped by Randy or Richard with scheduling a delivery for my third box spring, I called Randy at the Mattress Warehouse office. I explained to Randy that I was very unhappy with the product they twice delivered to me and that I was also appalled at their Customer Service. I explained to him the number of phone calls that I made and that to my dismay, no one at Mattress Warehouse seemed professional enough to handle my request. I pointed out that my dissatisfaction fell within the 45-day Money Back Guarantee, and I wanted him to note it on my account that I will be returning the product for a full refund as promised to me at the time of purchase. Randy quickly stated that my mattress set was unfortunately not part of the promotion they were running, and that the promotion covered the other Simmons line.

We went back and forth for a while, arguing about what was said at the time of purchase. Randy explained the only thing he could offer me was the phone number for Simmons office and to take my complaint up with them. I told him that my complaint had nothing to do with Simmons. My complaint rest solely on Mattress Warehouse and all those I contacted associated with Mattress Warehouse. We ended the conversation and I was even more dissatisfied than before. I called Randy back and asked for his Regional Manager’s phone number. He respectfully gave it to me.

July 13, 2008 - After my discussion with Randy, I decided to do some investigating. I called Mattress Warehouse located on Jonestown Road, also in Harrisburg. I spoke with a man by the name of **. I acted like I was a new customer and explained to ** that I was interested in purchasing a king size mattress set. I told him that I had been researching other stores in the area and that some of those stores were offering a 30-day Money Back Guarantee and I was wondering if Mattress Warehouse offered anything similar. ** excitedly explained that Mattress Warehouse was offering a 45-day Money Back Guarantee on all their Simmons mattress sets.

After a thorough discussion regarding the mattress sets that were covered under the promotional 45-day Money Back Guarantee, I asked ** to fax me something in writing stating what we had just discussed. ** explained that he was out of paperwork so he couldn't send it to me but said that I should come into the store to take a look at the beds. So, I came to the store and met **. I didn't tell him who I was, because I wanted to hear the same speech he had given me on the phone, just so I could clarify which mattress sets were covered under Mattress Warehouse’s promotion. ** had me lay on a few beds and then pushed me towards the Simmons line mattresses. I told him that I was interested in the Simmons Whitehaven bed, which happens to be the same one I previously purchased.

I asked him clearly if the Simmons Whitehaven mattress set was covered under the promotion Mattress Warehouse was running, and he confirmed that it was. So after being told by both Randy ** and ** that my mattress, the Simmons Whitehaven, is and would be covered under the promotion they were running for the 45-day Money Back Guarantee, I decided to call the Regional Manager, **. I left ** a message explaining my situation and how his sales associates had boldly lied to my face and preformed a classic bait and switch on me. I asked that he handle this matter quickly and that I wanted to schedule a pick up for the mattress set. Along with the pickup, I wanted my full refund and all the charges be deducted from my charge account with Wells Fargo.

July 19, 2008 - ** returned my phone call 6 days after I left a message on his voicemail. He apologized to me for his sales associates and stated that he would speak with them regarding the situation. He also informed me that the mattress I purchased was not part of the promotion Mattress Warehouse was offering for a 45-day Money Back Guarantee. I called ** back stating that I was pleased to hear that he would be discussing this matter with his sales associates to deter them from misleading any other customers.

I explained to him that he misunderstood my message and that I was not “asking” to return my mattress set. I was “telling” him that I was promised a 45-day Money Back Guarantee, and that I expected Mattress Warehouse to follow through with their end of the deal. I continued to explain that the two box springs that were delivered were damaged and that the individuals I contacted regarding the damage were in no hurry to help me get the proper box spring. I was dissatisfied with Mattress Warehouse as a whole. They had unprofessional customer service, poor products (stating again the damage to the box springs) and deceptive sales tactics. I asked him to please call me back to further discuss this matter. I never received a return phone call from **.

August 1, 2008 - I filed my initial complaint with Mattress Warehouse through the Better Business Bureau. I stated that my primary issue was selling practices and my secondary issue was product quality. August 5, 2008 - I called Wells Fargo regarding my account with them and Mattress Warehouse. I explained that I had filed a dispute with the Better Business Bureau and that I was in the middle of disputing the purchase. The lady I spoke with asked that I send her a fax stating the issue at hand so she could put the account on hold for 30 days, or until the matter was solved, whichever came first. She said she would do everything in her power to help me get the issue resolved promptly. I faxed the letter explaining my issue with Mattress Warehouse.

August 8, 2008 - I received a letter from Wells Fargo explaining that the store is trying to contact me to set up a 3rd party inspection on my merchandise and begin the resolution process. August 28, 2008 - After waiting for Mattress Warehouse to contact me, like the letter from Wells Fargo states, I decided to call Randy **. Randy had no intention on calling me to schedule a 3rd party inspection. I demanded that we schedule this as soon as possible so that I can put this horrible experience behind me. He stated that he would call the 3rd party inspectors and schedule the appointment.

September 18, 2008 - I received a phone call from the 3rd party inspector. He stated that he was in the area and wanted to come inspect the mattress. I explained to him that I was at work and that I could not get to the house until after 4:00pm. He stated that he would call me if he was still in the area at that time and if not, we could do it another day. He did call after 4:00pm and was still in the area, so he was able to come out and inspect the mattress set. I helped him pull the plastic off the mattress set so he could inspect it thoroughly. He took many photos and left stating that Mattress Warehouse would be contacting me shortly.

September 24, 2008 - I received a letter from Mattress Warehouse stating that there were not warrantable defects to the mattress. It was my understanding that they were coming to inspect the mattress to make sure there weren't any defects that I had done to it before they took the mattress back. So I was shocked to see that there were no defects, but that they were not going to take the mattress back. September 29, 2008 - I called Mattress Warehouse, leaving a message for someone in customer service to call me back. I explained that I received their letter stating that there was no warrantable defect with the mattress or box spring. I stated that I was happy to hear that there weren't defects, but that the inspector was coming to inspect the mattress to make sure that I did not do anything to it while it was in my possession so that the resolution process could begin. The inspector was not inspecting the mattress as a Warranty issue.

October 3, 2008 - I called Mattress Warehouse again since I did not receive a return phone call from any one. I explained to the gentleman who answered who I was. He immediately cut me off by saying, “I know who you are. You left us a message the other day?” I confirmed that it was I that left a message and asked to speak with someone that could help me resolve my issue. He forwarded me to Melissa **. I explained to Melissa again my issue with Mattress Warehouse. I repeatedly told her that I was not having a warranty issue with the mattress. I explained that the mattress and box spring they delivered was dented and that my main concern was their sales practice and customer service.

I told her that I was dissatisfied with the product since it was and still is dented to this day, that when I called multiple individuals associated with Mattress Warehouse, I was repeatedly ignored and that I was promised a 45-day Money Back Guarantee that was later retracted. I explained to her the letter that was sent to me from Wells Fargo stating that Mattress Warehouse would contact me to schedule a 3rd party inspection. She asked that I fax the letter to her. Melissa informed me that the dispute with the Better Business Bureau has been closed. After our conversation, I immediately filed my second complaint against Mattress Warehouse with the Better Business Bureau. October 6, 2008 - I faxed the letter from Wells Fargo to Melissa **. I also informed her that I filed a new complaint with the Better Business Bureau and that she would be hearing from them soon.

October 20, 2008 - I received a letter from Derrick ** at the Better Business Bureau, with an enclosure of the response from Mattress Warehouse. I’m writing this letter to confirm that I am dissatisfied with the response from Mattress Warehouse and that this issue is not solved. My first and largest complaint is that I was lied to. Guarantees were made to me at the time I purchased the mattress and box spring set from Mattress Warehouse, and those guarantees need to be honored. The salesman at Mattress Warehouse convinced me that I would be satisfied with my purchase and if I wasn't, I would be refunded the purchase price of the mattress set. If this was not the case, then why would two salesmen, at two different locations, on three separate occasions, try to sell me on the same line?

My second complaint is that the product that I purchased was and still is dented and damaged. Mattress Warehouse delivered 2 damaged box springs to my residence. Mattress Warehouse does not seem to take pride in delivering a quality product. The two box springs that were delivered to me looked as though they were thrown around the warehouse a few times. Lastly, I am horrified at the way the Customer Services Representatives handle Mattress Warehouse’s business calls. I called on several occasions leaving messages for a return call only to be let down. I left messages for Customer Service and the Regional Manager and was not given the respect of a return phone call.

My dissatisfaction will only be resolved when Mattress Warehouse follows through with what they guaranteed me at the time of sale which was a Money Back Guarantee. I’m dissatisfied because I was misled by Mattress Warehouse sales associates, ignored by Mattress Warehouse Regional Managers and Customer Services Representatives. I received damaged merchandise and was disregarded when it came to discussing a resolution. I feel that I have not been treated as a valued customer nor given the professional courtesy I deserve.

October 24, 2008 - Drew from Wells Fargo called regarding status on dispute with Mattress Warehouse and the Better Business Bureau. I gave him the updates that transpired throughout the week. I told Drew that I would keep Wells Fargo updated as I knew more information. I emailed Derrick ** to follow up on the letter I sent him on October 21, 2008 and to get any updates in regards to the complaint. Derrick ** sent me an email with an attachment from Melissa ** in the Customer Service Department at Mattress Warehouse stating that I was within the 45-day Money Back Guarantee, but then she goes on to say they won't be refunding me.

Now I'm at a loss as to where to turn. I have written documentation to prove Melissa's statement that I'm within my 45-day return policy, and yet no one is willing to help me. I have had this mattress set in my home since June. It is taking up space in my spare bedroom against my wall so that my company can still use the bed that is located there. I'm having to pay a monthly payment on a bed that isn't being used and is still to this day damaged. I have gotten no assistance from Mattress Warehouse, their Regional Manager or their Customer Service Department. In this difficult economic time, I am forced to pay for a damaged mattress set that I was told I would be able to return if I was the slightest bit dissatisfied with. This is very inconvenient and extremely stressful. I would appreciate a full refund and for Mattress Warehouse to pick up the damaged mattress they delivered to me.