Mattress Warehouse Reviews

The independent Mattress Marshall who Mattress Warehouse contract to inspect beds is not an impartial third party. My experience is that they are not completely honest. The measurements done on my bed entitled me to a replacement bed set. However when I eventually got a copy of the report the documented measurement were not the same as those I observed. (Serta were kind enough to mail me a copy after M W ignored my several requests for it.) It turns out that the box spring was not up to manufacturer's standards and they would replace that. Now that info is proof that our complete set should be replaced. The box spring M W gave us compromised the quality of our mattress. After reading the many complaints this seems to be common practice for M W.

Today, I visited the store to check on the futon, and was treated with the utmost disrespect by the salesman. He couldn't find the corresponding receipt for my order, so he told me that he was going to have to help the other customers in the store. The total dismissal of my request was enough to make me return the futon and never come into another Mattress Warehouse again. I called back to express my discontent over the way I was treated in the store. The salesman said I'm sorry you feel that way. Thank you. And he hung up the phone. I am not one to complain, but I am so utterly disappointed with this transaction. I would have loved to give business to this store, considering all the great products you have to offer, but the way I've been treated is completely unprofessional and offensive. I would like someone to contact me to discuss a full refund.

When I returned to the store a couple weeks later saying I was not happy, the manager said I would lose money if I traded down, ie. if I preferred a less expensive bed. He also made it clear, for the first time, that we could not get a full refund. I could not find another bed at the store that was comfortable and especially did not want to deal with this deceptive sales manager. Now we are stuck with a bed I don't want and a bad taste in the mouth from this experience. They are sleazy operators and I should have known better.

Several weeks later, an inspector came out to look at the mattress and he said he could not see why they wouldn't let us exchange it for another. We just stopped into the store today to check on the status of the claim and they told us that the claim was denied, due to a juice stain on the mattress the size of a quarter. We spent over 3000.00 for this mattress and we were told that they could give us a great deal on a new one. I compare this to buying a brand new home because I am a builder, if I bought a new house and I had a plumbing leak and someone came out and said sorry it’s out of warranty because there is a stain on the carpet that would be unheard of. Am I right or have I just lost my mind.

Although Tuesday was very nice and friendly, their mattress inspector didn't come out for a whole month, and then turned in a report stating there was nothing wrong with the mattress! He didn't even lay on the mattress or sit on it! He just a had a little tupperware box of plastic tools to do some basic measurements. Was contacted today and told they weren't going to do anything because their high school educated mattress inspector reported the mattress as within specifications. Called the store back, then called my credit union to challenge the $1,400.00 transaction. After a five level fusion and severe neck pain, I wasted all this money on a defective and probably used mattress from these hucksters. Recommendation - stay far away from Mattress Warehouse.

There is a visible dip in the mattress when viewed with the eye. When a person lays on the mattress, there is a great indentation that surrounds the body. We went to the store and check the mattress they had on display and it did not exhibit any of the defects that our mattress exhibits. Sleeping on this mattress is harming our health by not giving us the support we need. We wake up every morning with back and neck pains

They sent someone to our house to examine the mattress on November 6 and on November 10 after I inquired to the status they replied, "I am waiting on the technician to turn over your report so I can find out the results. Once I find out I will let you know." I have not heard from them since. This is an incredible amount of time to have a brand new defective product address or replaced. We feel when a new product show defects it should be replaced or the money refunded. At this time we are only asking for a replacement.

We are professional people w/business and accounting backgrounds so we are not stupid, and we bought an expensive bed. Normal sales price is about $3,000 and we got it for $2,700. Any way, when the bill came from Wells Fargo there was a finance charge of 4.92%. I called Wells Fargo and was told by Megan that this happens occasionally. We simply have Mattress Warehouse send them a letter stating the correction and it will be adjusted to reflect that change.

I then called Mattress Warehouse and spoke to Eli at the York store because Jason went to the Shrewsbury location. Ely tried, over 2 days, but couldn't get the agreed upon 0% for 5 years...only 2 yrs. Not happy! Then I called Jason and his new location. He remembered me and right away said you were the one with the 0% for 5 years! Jason tried to take care of this for me, but got nowhere. Janet at Corporate only offered me 0% for 2 years. It is not like us to have no documentation on this financing. It isn't like we purchased a cheap bed either. With college and todays economy, it is just easier to have the opportunity, if we need it, to pay over 5 years as agreed upon. Can you help with this issue?

Economic hardship! To pay over 2 years when you were told 5 years with 0% interest causes financial hardship.

A person came to my home on 9/12/08 and was measuring and taking photos of a new mattress. He said it may be another 2-3 weeks before I would hear anything. At time of purchase the sales people did not explain or address any policies of the store. With the elaborate issues involved to get a wrong corrected I say it is dishonest and ethical for a business to be treat customers in this manner.

Undue stress and pressure on a elderly couple not able to cope with the unorthadox way of their doing business. I think bussiness like this should be forced to deal fairly or run out of the community

I am 84 years old. I have a lot of physical issues. I cannot sleep on a defective mattress. It affects my ability to function.

When August 16th arrive, I did not hear from them by 10:30 so I called and spoke to David, who advised me that he had not received the delivery schedule for that day and would call me back. He called back a few minutes later and told me that their fax machine malfunctioned during the week and the warehouse did not receive my order. He further advised that they would deliver my merchandise on Tuesday, August 19th, as they do not deliver on Sundays and Mondays. I advised him that this is unacceptable and I needed this merchandise today as promised.

He apologized and advised that he can offer a discount on the merchandise but can not arrange delivery today. I advised that I would call him back. I called back soon afterwards and asked to speak to his manager. He advised that he was the store manager, I asked to speak to his supervisor. His response was that he would attempt to contact his supervisor, the district manager and would get back to me. I told him that I wanted to speak to his supervisor and to please have him call me. I also checked their website, called their toll-free number to find that their customer service department is not open on Saturdays. I also called their Waldorf store and spoke with the manager there, explained my situation and he promised to look into this matter.

After not hearing back from David, I called him back to find that he left a voicemail with the District Manager but had not heard back from him. I asked for and received his phone number, which I called and left a voicemail for Kevin to call me back. I also received a call back from the manager of the Waldorf store, who advised me that all of the trucks are out of the warehouse and that delivery can not happen today. I asked him who I can speak to in regards to customer service, he advised that customer service is closed. I asked if he could have a manager call me and he advised he would check.

I finally received a call back from David, who advised that he spoke with the district manager, who offered a 10% discount on the merchandise but could not schedule delivery for today. I advised him that this is unacceptable and I want the district manager to call me directly.

After approximately another hour, I received a call from Ryan, a manager from another area. I explained my situation to Ryan and advised that I need my mattress and box spring today as scheduled and that if necessary, they should pay staff overtime and get it done. As a manager myself, you need to make good on mistakes and make the customer happy. He advised that he would check the status of this.

An hour later Ryan calls back to advise that he checked with the warehouse manager and delivery department and there is no way that delivery can happen today. I again advised him that this is unacceptable and that I wanted a refund via a credit back to my charge card. I lost contact with Ryan, unsure if it was cell signal or he hung up on me. I immediately called David at the California store and advised him that I wanted a refund via a credit on my charge card and I would be there soon to pick up a receipt indicating the refund.

David called back soon afterwards and advised that he could not perform the refund today as he did not have an authorization code to do so. He further advised that his manager will arrange for delivery the next day (Sunday). I then demanded that I either receive my merchandise today as promised or a credit to my charge card today. He advised that he could not do either today. I again asked him to have the district manager call me. I have yet to hear from him. I called my charge card customer service and placed a dispute on the charge.

Just wasting my time for almost an entire day

Well, the check cleared 4 months ago. We received a written promissory note stating ck to be mailed from corporate office within two weeks, with the amount due, ticket # and the specifics of the competition, all signed by the store mgr and dated 4/16/08. My wife had to go get the competitor's offer after we were given the assurance and the mattress was delivered. We have contacted the store and the corporate office numerous times and are getting the run around with the same rehearsed line that the original paperwork was not available.

That line worked once but my wife went back to the store with the original paperwork two separate times to have them photocopy and forward the information to corporate. They actually wanted to keep our copy to send to their hq (imagine that). I was on the phone for more than 30 minutes today (8/8/08), more than 4 months after our purchase, and was only able to speak to the operator 4 times before I finally was connected to a voice mail of Melissa who promised to call me back. Big joke, she promised to call me back two days ago and Victor promised to call me back 2 weeks ago.

Both Melissa and Victor are in customer(NO)service and both were apprised of the situation and neither have done anything but avoid. I was asked by Victor on 7/24/08 to fax the information because they do not have any documents about this claim. I faxed them within minutes and have not so much as received a courtesy call. My next step is to report my dissatisfaction to the BBB and Attorneys General Office of both PA and MD.

The economic fallout is that I have been medically disabled since Mar 30, 2007 and need every penny we can save as I have no unemployment or assistance from local, state, federal or family.

Mattress Warehouse offered to give us a 'loaner' box springs until ours came in, but this was not acceptable to us, since they had lied to us and it would disturb our guests. We went to the store the next day wanting our refund. We were told that we couldn't get a refund even after the store manager called the district manager. We explained that this was not a sale where we took merchandise from the store and then returned it. This is really a cancellation of a sale, without receiving merchandise.

After I left the store, the store manager called me back and said that he would write up an invoice to give us a refund. I have the invoice that states that we should receive our refund in 3 to 4 weeks. This is now nearly 8 weeks, and the store keeps putting us off. We are out $742 for a mattress and box springs that we cancelled BEFORE it arrived. We never received our refund.

When they delivered the new mattress set in the correct size they took the twin set. They said that they would put the money back into my account. The date was 5/17/06, amount was $351.19. I did not get my money back. Mark continued to tell me that the PO or whatever the letters attached to the person in the main office had not looked into it yet and that it would take a month to get my money back.

I called weekly and today. Today since it is a holiday he asked me to call back on Monday and he will see. I don't want him to see, I want my money back. He has given me terrible customer service along with not passing it on the the appropriate persons or even getting back to me with information.

I have contacted my Lawyer but will not take action until I receive a response from this e-mail. I am an average citizen and I have a budget. The monies not return is needed desperately. I will not use the company again and I have warned friends, church members and sorority members about the company. Please respond to me and remedy this situation. In one of our conversations Mark said that the refund would take 1 month. It is beyond 1 month.

no damage, just need my money returned. This is very inconvenient and extrememly stressful. The damage is to me physically, psychologically, and economically.

I then waited another two weeks and no delivery, I called and was told another mattress came from the factory dirty. After another period of time taking this to the end of April, a mattress was delivered, however this mattress is too small for the futon, it measures 56 X 76 rather than the 60 X 80 queen size. I report this to the company, they still did not come for the mattress and I have no correspondence from them since that time.

It is approx. 11 weeks since the original purchase and still have no acceptable mattress. I spoke with the District Mananger on the 3rd occasion and he laughed and said there was absolutely no way they would refund my money. Take my advice do not do business with the Mattress Warehouse, customer satisfaction is not their #1 priority. I have a dispute in with my credit card company, as well as a complaint filed with the Attorney General's office. I have never experienced such inefficiency and such a poor quality mattress. I am awaiting the results of my complaints but so far the company has not been in contact with me.

There is no result and the District Manager was rude and hostile toward me the one and only time I spoke with him. It appeared he did not care about this situation in the least.

I'm not satisfied with the product and now I'm pursuing this issue directly with the manufacturer Simmons Mattress Co. to receive a replacement or refund for the defective mattress. I also intend to file a complaint with the Better Business Bureau. I have daily lower back pain from the mattress sinking. I'm also pursing the limited warranty issue to see if it applies to MD consumers. I feel like taking the bed back to the store. I financied the bed set through Wells Fargo and only owe $218 left, I've contacted them and have filed a billing dispute for the money that I've paid for the set and I'm not paying the balance until this is resolved, either a replacement or refund!

So, Tuesday came around, no bed. Same story as everyone else. No sir. It's not in. We'll call you when it comes in. They told me, some container from China was lost with the load of beds.

After 2 months of NO BED, I finally was fed up and asked for my money back. Well sir, the check has to come from our Corporate office. Should be to you in a week or so. Here we are a month later, NO CHECK... Called the manager - who said call my district manager -chew him out, not me....

So, we called Sean. Sean says, no problem sir. I'll take care of this right away. He calls back the next day and says, I have approved your check and they are mailing it today. Approved my check???Now two weeks later...NO CHECK...Called the store AGAIN....Brian the manager says, I don't know what to tell you sir.

Eleven months after my original complaint, a representative from the company came to my home and examined the mattress. He took pictures of the mattress and also of the box spring although we had no complaint with the box spring. I subsequently received a letter stating the company was willing to replace the box spring (if I paid delivery and transportation charges) but they were unwilling to take any action with regard to the mattress itself. This response did not address my original complaint and offered no solution to my problem. The company's actions in this matter displayed an unwillingness to address my legitimate problems with its products and a total disregard for its customers. I will not do business with Mattress Warehouse again nor will I buy a Serta mattress.

I have an unuseable mattress which neither the manufacturer or the retailer will make right.

On April 11 the daybeds frames were delivered without the mattress frames, so could not be assembles. Two low-profile foundations, which were not ordered, were substituted for two regular foundations. One mattress was back ordered. Delivery of the missing mattress and daybed frames along with swapping out the low-profile foundations was scheduled for Saturday, April 19.

That day the salesman called to say the order would not be made since the missing mattress still was not available. Delivery was rescheduled for Saturday, April 19. Again no delivery; excuse, the order was a will call order. Delivery rescheduled for Saturday, April 26; again no delivery; recheduled for May 3, again no delivery. Salesman always apologitic -- still without satisfaction.

The very first night we tried the bedding we noticed that it was in fact satisfactory, for about 30 minutes! After that time the mattress began to sink and it felt like we were sleeping in a hole. I called the store the next morning and was directed to file with the Mattress Marshals (MM) (the warranty division). We did not use the mattress, slept in the guest room, filled a claim with the MM (twice) and we waited. And we waited. As we waited, we continued to be in contact with the store weekly and with the District Manager. Nine weeks later we still hadn't heard from the MM! Finally losing patience I called the store and told them I was bringing the bedding back. A new salesperson (the old one was gone) told me to bring it in the back door. I brought in the box springs and I tried to move in the mattress. I was met by a very angry Manager (he is also no longer with the store) who pushed me in the chest and told me that he was not letting me in the store. He threatened to call the police and told me that I could not bring the mattress in.

Why he wouldn't let me in I had no idea and even less of an idea why he felt it was ok to push me? But, in any case, I followed his directions. I stayed out of the store and left the mattress outside by the back door. Later I called the Manager trying to see if he had calmed down and to determine what the next course of action was. He was still mad, told me that he didn't give a damn what I said, didn't work for me and was doing what his District Manager told him to do. I asked him about the disposition of the bedding and whether the MM had finally been able to see it. He told me that he had removed it from store and it had been stolen. I did pursue this issue by filling a complaint with the Better Business Bureau. This complaint is still unresolved and will probably remain so.

Mattress Warehouse's solution was to admit the box springs had been removed from the store, offer no compensation, refund, or exchange and to suggest that since this item had been stolen I should file a complaint with Roanoke City Police! These items are on my credit card and I do not have the merchandise. Unfortunately, due to the time delay, there is no remedy through the credit card. I can't help but wonder if this delay for the MM was part of Mattress Warehouse's overall strategy? As a small business owner in the Valley I cannot believe this attitude. There appears to be no thought of customer satisfaction or of reoccurring sales. I personally find this attitude both short sighted and offensive. Caveat Emptor (buyer beware) at least when dealing with Mattress Warehouse.

I called Serta and said I thought our warranty for satisfaction was one year, their rep. said it would only apply in the first 30-60 days. I checked at the store and the manager said they did not give comfort warranties on their mattresses. I should add that the representative who came to our home advised us not to buy pillow top mattresses as she has heard a number of complaints about them

We paid over $1000.00 for the mattress and foundation and are stuck with a mattress I wouldn't use for guests. I will never buy another Serta mattress from any store and or buy anything from Mattress Warehouse.

To add insult to injury, I get no response from the store or warehouse and if I go to inquire in person, I get attitude laid on me. I am also told that there is no refunds. I will never do buisness with this company again. Over the last several years I have purchased from them several times and have sent friends and family to them. This time, the treatment I got has turned me totaly off of this company. What the heck happened to customer satisfaction???

DISTRICT MANAGER HAD ALL MY INFO BUT STOPPED RETURNING MY CALLS.. My last conversation with the district manager was to give me free mattress pads and pillows for the inconvenience, which was acceptable to me even though it cost me several hundred dollars at this time and inconvenience. That never happened even after he and the customer service representative (Victor) said that it would be arranged and I could pick the stuff up from my local store. No one returned any phone calls after that and no compensation whatsoever. The quality of the service all around by all employees involved.

These mattresses were to be supplied for a beach rental property, based on how many people the property could accommodate (sleeping arrangement). I lost potential rental income, time it took to get to and from the property just to have 3 no shows on the delivery. Two of those I had to pay a friend $75 each time to stay there for the day to accept delivery (that's cheap considering the 4 hour trip each way and $60 in fuel round trip, $15 toll fees. This equaling $150 each time.

My wife an I are both suffering from loss of sleep and back problems because of the ridiculously poor quality of these mattresses (Serta-Gennesee). They are of such poor quality that we will not even invite overnight guests because we do not want to subject them to sleeping on what we have to deal with.

My wife stated to the guy that this was unacceptable, and the guy said, "Call your store, and rudely hung up the phone. I called Craig back and told him what just happened, and he said he would call the warehouse himself to see what's going on. Meanwhile I asked my wife what was the number on the caller I.D. that the call came from? She gave me the number, and if was the exact number that Craig gave me for the driver. Apparently the driver called and said the driver got sick (which was himself), and no delivery would be made. I called Craig back to tell him that the person who hung up on my wife called from the exact cell number that was given me earlier in order to contact the driver. By this time, Craig was in touch with his Division Manager about the situation. No one was able to get in touch with the driver. It appeared Mattress Warehouse had a driver riding around the street with my martress and could not be contacted by his own company.

Needless to say no mattress was delivered on March 6, 2008. I was then told by Craig he would leave the information with Paris the next day, and that I may get a more definitive time on delivery the next day. Well of course, I did NOT get a definitive time--but another 1 pm to 4 pm time slot--which means more time off from work. Well, the mattress arrived at 3:45 pm, March 7, 2008. We were promised 100 dollars over this mattress for the confusion. Apparently Mattress Warehouse has been incompetent for years and really needs to be investigated for their poor delivery service and poor quality mattresses, and in other cases (Paris and Craig in our case were helpful), poor sales personnel who do NOT return calls of follow up on customer complaints. We as consumers have to stop settling for less when it comes to customer service after a consumer spends anywhere from $900 to $2000 on a product.

We lost time and income from missing work.

I threw away all of my old furniture, counting on the delivery date I was given. I was not contacted about the back order at all. I've been without bedroom furniture since the 26th of January and can't get my money back to purchase more. This has been a real inconvenience.

Once that fiasco was straightened out, I asked the girl to check on my mattresses. She called the warehouse and got a voicemail - and left a message asking to be called back with information on my mattresses. I told her that meanwhile she could give me the refund on my delivery fee. She told me that she was not authorized to give refunds, in spite of my having paid cash for the purchase! Apparently, only managers could give refunds. I explained that every time I go in there, I am driving 30 minutes to get there and that the manager had told me to stop by any time for my refund. This didn't seem to phase the girl, who couldn't tell me when a manager would be around to give me the refund. I left the store without any information on where my mattresses are or when it might be convenient for them to give me a refund. It's been 2 hours since I was at the store, and I've still not heard back from the sales girl on where my mattresses are.

The mattresses were purchased because I cannot fit a full-sized king mattress/box spring up the stairs to my third floor bedroom. I have been without a bed for 2 weeks, waiting for these mattresses to show up--sleeping in my daughter's bed. I am out several hundred dollars in cash and I have no bed.

Delivery was also an issue. I had to take off from work to receive delivery, and it came so late I could have worked all day. The crooked manager wrote the sales receipt for the wrong mattress. I didn't catch the mistake until after it was delivered, so I didn't get the one I wanted. When I returned to the store to point out this error, the manager told me a story about HIS manager switching the display models. The new mattress isn't much better. DO NOT PURCHASE FROM THIS COMPANY...OR YOU, TOO, WILL BE SORRY.

The next day I received no contact from Junior. On the following day, January 17, 2008, I telephone again and asked to have the entire transaction cancelled. Junior at that time informed me that the mattresses I originally purchased were no longer sold by Mattress Warehouse (information I had not received prior to this telephone call). Junior then told us that he would provide me with a free upgrade to the next higher end mattress and that I would receive delivery by the following Wednesday (January 23, 2008). (THIS IS NOW OVER A MONTH SINCE I PURCHASED THE MATTRESSES.)

Junior told us that we would receive a call on the morning of delivery to give us a three hour window on the delivery time. I explained that I felt uncomfortable receiving two mattress sets without ever having seen them, but Junior assured me that the mattresses were higher end than the ones I picked out. When the delivery date arrived, my daughter took the day off from work. My daughter received no phone call informing her of any three hour window and about noon decided to call Mattress Warehouse. The delivery men showed up about 5:00 PM (she had waited all day), and the mattresses were of extremely poor quality. The full size mattress is flat and looks like it belongs on a convertible sofa (I didn't even know they made mattresses like that anymore!) The clincher was the box spring for the queen set was delivered without plastic as if it had been removed from someone else's bed and brought to my home. My daughter, needless to say, refused to accept the queen box spring. (I was at work because I would have refused all of it because it was crap!) On my way home from work,

I receive a call from none other than Junior who at this point is denying everything he previously represented to us, refused to provide us with contact information for the district manager and when asked if there was anyone above the district manager, informed us that the district manager is as high as you can go in the company. Also, Junior's call basically was to let me know what he was NOT going to do, i.e., he was NOT going to be able to deliver the box spring until the following Tuesday, that he was NOT as a good customer service going to provide us with bed frames etc. At that point, I started to see red. I told him that he made no attempt whatsoever to contact me over a full month and when he does finally contact me he has the gall, instead of making a good faith attempt to rectify a situation that he is personally responsible for, he has the nerve to call me with what he is NOT going to do. I also assured him that no one else was going to waste a day out of work. Junior then informed me that he was going to talk to his district manager and would get back to me by noon tomorrow (today). Of course, we received no call from Junior and when we called the store we were informed that he is off for the next two days (which means he had no intention of contacting me and what are the chances that he actually spoke to the district manager regarding the problem?)

At this point I have had enough. Despite the smoke and mirrors with respect to contacting the district manager, we left several messages for the district manager, John Gibson. He too does not return our calls. My daughter tells of a young woman who spoke very nasty to her yesterday and hung up on her. This is the worst experience, bar none, that I have ever had with any company. I would tell anyone not to have any dealings with Mattress Warehouse. My daughter works in the media and she fully intends to let the public know of their underhanded business practices.

This situation is extremely stressful. We are out $632. Mattress Warehouse is not returning our calls, and we in no way want cheap mattresses that are not worth $6.32.

I then asked the manager to give me the bed cover since I had already paid for it and never received it. He refused to do this as well. At this point I told the manager I would not leave the store until he either issued a refund or gave me the item I paid for. He refused again to do both and proceeded to call 911 for a police dispatch. I waited for the police to arrive, explained my situation to one officer while the manager spoke with the other officer. I overheard the manager making the same statement to the police officer that he made to me regarding the item being added for additional commission. In other words, the manager openly admitted that his company committed credit card fraud in charging my card for an item that I never ordered or received. I called the district manager, Sean Ahern and left a message. I did not receive a return phone call, so I called back and requested to speak with someone ASAP. I was connected with the Loss Prevention Dep, and explained the situation again. I was told that Sean was on vacation and they would either find the person that is covering for him or Sean's boss to call me back. That was January 14, today is January 15 and I have not received a call back. I have already called today and left a message but no one has called back.

I have contacted Fairfax County Financial Crimes Department, and I am currently waiting for an officer to contact me so I may file a police report. My advice to everyone is this: DO NOT PURCHASE ANYTHING FROM MATTRESS WAREHOUSE! ANY MATTRESS THEY SELL IS AVAILABLE FOR PURCHASE AT ANY OTHER BEDDING STORE. THIS COMPANY SHOULD NOT RECEIVE OUR BUSINESS IF THIS IS HOW THEY TREAT THIER CUSTOMERS. I expect that I will get my money back either through the charge dispute filed with my credit card company or via a refund from Mattress Warehouse. Either way, my life will be far better if I don't do business with Mattress Warehouse ever.

I made a small downpayment to secure the bed price as the half price sale was ending the next day. He promised that if I came in and paid for the bed on Thursday, that my bed would be delivered Saturday....sooo...when I come in on Thursday to pay the balance, Jeff(manager) said So do you want delivery Tuesday or Thursday? I told him I had been promised the bed on Saturday. He said he was informed that the route was full.I told him I did not appreciate being promised something and then told something else. I told him I should not have to pay the delivery charge since I was not given the delivery date I was promised...meanwhile..im sleeping on the floor...He says it is out of his control and the best he can do is Tuesday.

Tuesday the bed was delivered, however...I was not informed that the box springs I paid for was in pieces in a cardboard box. The bed I picked out in the store was completely asssembled and no mention of this was made. I was under the impression that a bed delivery meant set-up. After all..If I can move one around enough to set it up on my own..I could deliver the $%*& thing myself. I have a bad back and was looking to save myself some misery..thats why I paid men to deliver my bed.I got home..the box spring is in a cardboard box...to be assemled..what a giant P.I.T.A!!! it took me two hours as the holes in the wooden frame were not drilled correctly and I had to make modifications.

Then my roomate informed me that they dropped the box so hard on the floor that it knocked out the track lighting in the kitchen below me. They were dirty, and left a grease stain on the carpet. I was informed by Jeff that I would be receiving a refund as delivery was supposed to include set-up (we'll see)..did I mention that I was stuck with two big cardboard boxes and plastic to dispose of...whatever happened to customer service?

I had to buy new light bulbs for the track lighting at $12.50 each...over 50 dollars in total...spend two hours putting a bed together after I had to cancel other plans to do so..and I paid 55 dollars for them to deliver this bed 2 miles. I had a huge mess to clean up and who decided box springs come in a 2x3 foot box now??

Before delivery I would go into the store and roll around on the bed I purchased just to be sure, I did this probably 2 times a week before the bed was actually delivered. Once the beds were delivered it took me less than a week to realize that I HATED the bed. Extremely hot and much too firm. I called the store and voiced my complaint and was told that I needed to give the bed a chance and that I would get used to it. Two months later I made the same call and was told I had waited too long to make the second call. There wasn't any thing they could do for me.

Now I am out $2,000. and have not gotten a decent nights sleep in months. Finally they did tell me they would sell me another bed. I would get the same discount offered to managers of the mattress warehouse. Wow. Just what I want...to spend $2,000 more dollars in that store. A bed is a HUGE investment. Since this has happened I have been stopping at other mattress stores in the area. ALL of them offer a COMFORT guarantee. You have between 30-60 days to decide if you like your new mattress, if not they will let you get another. When I mentioned that guarantee to my sales girl at mattress warehouse her comment was they'll tell you anything to get a sale.

I can NOT afford another bed, hate the bed I did buy,am actually stuck with 2 of them, and got NO help from the store. I'm just a little cranky especially since I am not getting a good nights sleep!

Economic damages that resulted from me doing business with the mentioned company is that now I owe $500.00 to the financial institution for a product that was never delivered to me.

The company responds:

In response to Mahbood from Sterling: The consumer purchased a mattress, boxspring and full bed (headboard, footboard, and rails). The mattress and boxspring were delivered on 11/13/07. Unfortunately, the actual bed was back ordered then discontinued. The customer has since reselected and is being delivered on January 15th.

Melissa Jones,

Customer Service Manager

On 12-2-07, my wife made a trip to the store to provide John with the credit card number for the refund. John denied the refund and said he did not have the refund authorized. I followed up with John by phone and relayed my frustrations. I am also in retail and want to keep business in the local community, but this experience had made it very compelling to shop online. I am significantly unhappy with this service and feel I have been defrauded. John promised a price, but now that the delivery has happened he recanted. I contacted Johns DM, Kevin, but only by voicemail. Because of my work schedule, I missed his calls, and never was able to reach him on his cellular phone. On two occasions, Kevin left his cellular phone with another party who only indicated they were carrying his phone and could not help me. I stopped by the store location again on 12-24-07, and spoke with John. He indicated he could not give me a refund since he suspected his DM was taking care of it. I asked he call to validate it, but he refused. Their lies continued. I strongly do not recommend doing business with Mattress Warehouse. We are still owed money.

The company responds:

The consumer's refund was issued on 12/26/07.

Melissa Jones, Customer Service Manager

Even if the warranty does not technically cover upholstery, in the spirit of ethical business practices I believe they should consider the following: 1. It is less than 9 months old, obviously not abused, yet the frame is protruding through the fabric at the corner in two places. 2. The fabric is splitting in an area that doesn't even sustain repetitive contact. 3. The mattress itself is already sagging as thought it were much older.

The dealer, Mattress Warehouse in Bel Air, Maryland, was downright rude when I spoke with them about our problem saying it wasn't their problem, and what I did was up to me. A very personable Simmons Warranty representative did come to our home and her first words were, "Oh, I see your problem." Unfortunately, I did not see what she wrote in her report, and I did not get a copy from her. Apparently she either didn't write about what she actually saw or taking care of a customer wasn't considered important by Simmons. At the time of her visit, she seemed more concerned about hurrying up to get to a family gathering in Pennsylvania than about evaluating the condition of our mattress. All I am asking is that the mattress either be repaired free of charge or replaced. This was a $1,700 purchase and it should not be falling apart in 9 months.

The company responds:

Mattress Warehouse is upholding the manufacturer's warranty. The warranty does not cover stitching or the cover. The customer's bed has normal body impressions and is not saggging. A mattress is considered to sag when body impressions measure more than 1 1/2".

The consumer appealed our decision directly with Simmons Bedding Company. Simmons sent their own representatives to examine the mattress but found her mattress met all manufacturer specifications.

Mattress Warehouse must abide by the warranty guidelines set up by the manufacturer.

Melissa Jones, Customer Service Manager

We have constant back pain due to a poor mattress. We are out $2000.00. That's my money and they will not refund it.

The company responds:

Mattress Warehouse takes every complaint seriously, and even uses an independent testing service to determine potential warranty defects in every mattress within question. If a product is deemed defective under its warranty, the product is replaced per the warranty guidelines put forth by the manufacturer. Mattress Warehouse makes every attempt at customer satisfaction.

Melissa Jones, Customer Service Manager

It's been 3 weeks now that they have my money and still no mattress. The salesperson doesn't get any support from the district manager in getting the merchandise to the customer. I guess they are supposed to sell as many mattresses as they can but the company doesn't provide the followup to deliver. I've had weekend guests with no mattress for them to sleep on. Having son home from college for 10 days and no mattress for him to sleep on.

I'm willing to put 100-200 more into it, but I don't have 370.99 extra laying around when I went over my original budget to buy the 1st mattress. they also want to charge me another delivery fee of 55, but for the fact that the 1st mattress was defective, I wouldn't need a 2nd delivery. Why should that cost me? I think I'm going to have to call the better business bureau, and possibly take this to court. my original complaint started at 6 wks and it will be 3 mths at the end of Nov

the dip is on my husband's side only, and his left leg has been numb every morning when he wakes up for about a month. he can't sleep a whole night through.

The delivery men were able to confirm that the paperwork they had and the bed they attempted to deliver were not the same. At my insistence, The district manager Winston said he would contact the store to arrange a refund. Having seen so many other complaints now, I am willing to bet we'll never see that money. I wish I had known to check for complaints on-line prior to this experience. No one should have to go through this sort of customer service.

Every time a bed went bad, I went through the dance of having BedChek come out to decide whether the hole was deep enough to receive a new bed. Twice it was, twice it was not. When it was not, I received a coupon in the mail for 50% off my next bed. In the effort of saving money, I complied. Big Mistake!

Customer service has been a nightmare, and finally, after waking up for my second year angry, I decided to invest in a sleep number bed from Healthy Back. It has yet to be delivered, but I am hoping that the problem is out of my life after this.

I have a very bad back because of this bed. I am are retired, and my husband has cancer. We cannot afford a new bed.

I am in so much pain! My arthritis is worse, and I cannot sleep. I have no money to buy another mattress, and my daughter has no money now!

I called and was instructed to use the online form for warranty claim. I filled out the form and heard nothing. I waited 3 weeks and called. I was told that warranty claims can take 6 to 8 weeks to get response so I waited a few more weeks. I called several times, left several voice mails. Finally in August, I call and manage to get a human who says "Oh, I see what happened. Your complaint was placed in the resolved folder. I will make sure it gets taken care of. Wes will call you in a day or two".

Big surprise, no call from Wes. I call several times asking for Wes - who is nowhere to be found. In early Sept, I get a return phone message from Melissa. On numerous calls to her, I get voicemail. There still are no arrangements to resolve my problem 4 months after the initial report.

I have spent $600 on a bed that must be replaced. My son HATES his new bed.

In July 2007, I filed for a warranty replacement with them and never received any communication. I sent them an e-mail the first of Sept. 2007 and have not received any answer. I wish I had researched them before I make my purchase.

This seems as clear a case of consumer fraud as I have ever been involved with to determine the strength of a class action suit. Individually losses are minimal, but from what I have read, in the aggravate they amount to a substantial sum. I have also contacted the University of Maryland (given the proximity, this location gets a lot of UMD student traffic) to inform them of my treatment so they can share my experience. Students can draw their own conclusions about doing business with them.

We visited the store again and were told that the mattresses had been replaced with another mattress and would be available that next week. We thought we would give them one more chance since they had our money, and rescheduled a delivery date for September 4th. Guess what? No delivery and no call explaining what is going on. After three scheduled no-shows, we visited the store to get a refund of our $600. The individual at the store, Charles, who we had been dealing with since July, told us there would be no problem in getting a refund. He did the transaction to put the money back on my card. However, two days later and the money has still not been refunded to my account. In checking with this individual, he stated he checked with his manager and was told the money had been placed back into my account. In checking with the bank, this is not true. I have not received my $600 yet.

The economic damage that has occurred is that I purchased another mattress from another company, believing that my money was in my account. I discovered that it wasn't in my account when I checked my balance at the bank to discover that I had a zero balance, which I have never had. Luckily I have overdraft protection, but all of my little savings was automatically transferred from my savings to my checking account to cover this cost. I really need my money back. If anyone can help me do so, I would appreciate it. I don't believe they have any intention of returning my $600.00. Thanking you in advance for any assistance you can provide.

I now have to set up the frame on my own or pay someone to do it. I think they should either send the delivery crew back to set it up as promised or reimburse me the $20 set up fee it will cost me to get someone to do it for me.

On 8/17/07 the delivery men arrived and were knocking pictures off my wall, knocking into my china, and destroying my house as they made their way to my bedroom. After they placed the very badly buckled mattress on top of box springs I asked them what that gigantic lump in the left center of the mattress was. It was so large I asked them was there a body in it. I informed them to wait while I called Mattress Warehouse. Mark answered when I called and refused to help me . He told me I needed to wait until Tuesday to talk to a manager, and a new delivery can be made Tuesday or Wednesday. I informed him this wasn't satisfactory, and he needed to get in touch with the district manager. He said he could not ...so I asked for a refund. He flat out told me no.

I told him I would call consumer protection, and he told me to call whoever I want. I called my husband who called main headquarters in Frederick, MD. He left numerous messages, and no one will return our calls. I went to my credit card company and filed a dispute after I took pictures of the mattress before it was loaded back on the truck. I just pray the credit card company can do something.

I have since purchased a king mattress for another bed in Winchester, and Dan told us he would exchange the twin mattresses for the right size. He has given us no satisfaction so we went back to Marie who sold them to us, and she said to fill out a warranty form at the store. We did this, but Bill said it isn't a warranty problem so basically we are out of luck. I have called repeatedly the customer service # they gave me which was 301-682-8504, and they do not get back to me. All I want is either my money back or a 39" pair of low profile mattresses to replace the ones I have. I feel we were taken advantage of as we are not so young anymore, and things get harder and harder for seniors. Any help you can give us will be appreciated.

Obviously, Jerry thought us stupid (pun) folks wouldn't figure out his little scam. Also, I was smart enough to take a picture of the actual mattress we laid on and thought we were purchasing, telling him I really liked the bed frame, knowing I wanted to have some record of the mattress if a problem arose. I will try to get back my $20 and wish I could have the manager fired. I have left 3 calls to Mr. McMannis, the District Manager, and have not heard back. This company cannot be trusted in any way, shape or form. Buyers beware! We were the lucky ones.

Initially told that I must wait ten days. But it was a credit card purchase, so I don't have to wait. Then he said he needed a refund authorization code...that we are still waiting for. They have my money, and I have no bed. I have since discovered that they hire people and simply send them from store to store. That way no one has to be accountable for anything. After your week--you deal with a new person.

Long story short, it showed up at 6:30 p.m. They set up the bed and out they went. Well, the bed sounded like it was breaking when you sat on it. Since the next day was a holiday, I called on Jan. 2 to complain--only to be told I waited too long and had to file a warranty claim! The inspector came out 2 weeks later and saw that the box spring was terribly damaged. He even admitted it was a piece of junk, and they lied to me about only being a different color. For the next 6 weeks the Frederick corp. office told me they did not have the inspector report, and then refused to return calls or respond to letters. I disputed the already paid charge to the credit card, and within days of the credit showing up on my bill I got a call from M.W. They found my letters, and of course were so sorry. I had to go back to the store where I bought it to arrange for a replacement delivery. They actually wanted me to pay to deliver a good one! Well, of course I straightened that out, and paid the difference to get the mate to the mattress that I should have in the first place.

Then I was told they could not do a weekend delivery because I was sending one back. That took days of phone calls to resolve. FINALLY, we received the new box spring. The same guys came to deliver it, and as the guy came in the condo he looked at the bed, laughed and said "I remember this one, this is the one I dropped off the truck and cracked." I got my new box spring, and the bed is fine. The kicker, they nicely wrapped the broken one up before leaving our place to get it ready for a new delivery to another sucker. Word to the wise, if they mess up your order dispute the charge ASAP. If you don't try to get your money back from them, they don't care about you.

Hours of my time were wasted because of the second rate service this company gives.

Like an idiot, I rescheduled once again for the following Tuesday. Again, there was no call to my house..., but this time the excuse was that their delivery truck broke down. The kicker was the lie that they (the warehouse) could not contact their delivery driver. What legitimate business delivery truck goes out without some form of communication??

I was also told that the mattress COULD still be on its way and I would have to remain in my house in the event it arrived, otherwise I would incur a redelivery charge. Well, needless to say, the mattress never came!!

I gave the Mattress Warehouse one last chance to deliver, which was on a Thursday. The delivery truck showed up..., with no call prior to arrival and they FORGOT THE BOXSPRING!!! To add insult to injury, the driver at first claimed that mattress I had ordered didn't come with a boxspring. Then he claimed that the boxspring had already been delivered and the driver tried to leave. I frantically called the Mattress Warehouse..., who told me that the boxspring would have to be delivered another day. At that point, enough was enough. I canceled my order, and picked up my refund that afternoon.

Well, my wife waited around until about noon once more with no delivery. She called the store, and Mike told her it was not in stock. That afternoon we went to the store and talked to Mike. Mike again told us it was not in stock. I asked why he didn't tell us this when we bought the sofa. He give us a story that the warehouse people would not tell stores if merchandise is in stock or not. So we agreed to take the floor model if he could deliver it. Mike promised it was no problem, and the floor model would be delivered on Tuesday, 10 July, between 5-6 pm. At 6:30 pm there was no delivery and no phone calls once more, so I called the store and asked to speak with Mike. Brianna answered and told me Mike had the day off. I asked Brianna when our sofa was going to be delivered; she hung up the phone on me again.

I then went to the store; she started crying and threatened to quit her job, etc. I asked for Mike's phone number, and she refused. Mike then called, and I talked to him, attempted to get a delivery time from him at which point Mike hung up the phone on me. BEWARE! Stay away from MATTRESS WAREHOUSE; they are terrible to deal with and do not keep promises, or tell you if merchandise is in stock or not. NEVER AGAIN!

We rescheduled yet again for June 22, 2007, but again we were not contacted. I telephoned Rick who advised that he needed to contact his district manager, Winston, to straighten things out. During this escapade, we were told that there would be no weekend deliveries to accommodate our schedules, and there would be no compensation for the being inconvenienced. Without saying, we are very displeased with Mattress Warehouse and those involved in this debacle - one defective mattress and three failed delivery attempts.

On Monday I called and the manager was off. I had to call Tuesday - no one called me - and the delivery was for 8 pm. The manager delivered it at 9:45. Again a mark on the box, but I was exhausted from the entire on again off again fiasco. Now I noticed this is not a boxspring - there are no springs; it is a piece of plywood on a box frame, wrapped in a foam/plastic. I expect more than this when I spend over $1,000, but it is not worth my time and energy to stop payment and such. Just chalk it up to another lesson in life learned: I will never shop there again. What should have been simple was a fiasco with no attempt to take responsibility.

Wasted Sat, Sun, Mon, and Tues and time off of work on what should have been a simple delivery. This is not rocket science.

When our individual attempts finally reached someone, we spoke with Richard, an employee. He had no idea about anything but gave us the Corporate number and the name of John the District Manager. Two calls on two consecutive days were unreturned. When we finally called the store again, they had no record of the sale. We called customer service again, Melissa immediately found the record and said there were no beds in stock at the time we ordered. Keep reading, it gets worse.

On Monday, June 4, we left an unreturned message at the store to try and arrange delivery, again.

I finally reached Hammad. Hammad asked, How can I help you. I explained what had happened. He asked, What do you want? I said I want the bed delivered. He repeated this question in an assinine manner about four more times. When I told him I'd contacted customer service and his district manager, he said, You're the manager, what do you want?

We have no bed, no delivery, no refund, no service from the store, no educated adult to answer the phone, and a district manager who won't return calls or deal with the knuckledraggers at this store. What do you want?

Well, 6 months and many phone calls have gone by and my parents still do not have their mattress.

My parents were dealing with a salesman named Nathan who has been less than helpful. He made hundreds of excuses of why this was not done, instead of just doing it. Most recently, he told me parents that he ordered their mattress, by accidentally ordered the wrong one. He requested that my elderly parents drive into his store and try out this mattress.

He was also telling my parents that they had to pay a $55 delivery fee. My dad disagreed with him, telling him that they already paid the delivery fee when defective merchandise was delivered, so they should not have to pay it again. Nathan then told my Dad that he would deliver the mattress for $20. He, was planning on, and admitted that he was going to deliver my parents mattress in his own personal truck and wanted the $20 for gas for his personal truck.

I was very concerned when I heard this and I contacted the store and spoke with Nathan. I calmly told him of my concerns that my elderly parents were being taken advantage of and scammed. Nathan became very aggitated and started to yell at me (keep in mind that he is the store manager). He then just hung up on me. He is now refusing to assist us.

I told the person (who's name I failed to get) that I was sending it ALL back on the truck and would call my credit card company to stop the charge, and his response was OK. I was so frustrated that I just hung up the phone. Since I already had a queen frame, I told the delivery guys to leave the mattress set and use my existing frame. Once they were done I they asked me to sign that everything was OK, so I wrote about a paragraph on the form stating the issue. He took the form from me and started to walk out of the door when I realized that I had no proof other than that form that I didn't receive my bed frame. I grabbed it back and made a copy for my records so I can go back into the store to get a credit back on my credit card. I am calling my credit card company now to dispute that portion of the charges just in case.

My pillow top mattress made by Simmons Beautyrest Worldclass that I paid $1300 for was delivered to me with two holes, and the middle was bowed.

We started experiencing horrible nights sleep after only the second night's sleep. After 3 chiropractic visits, my wife moved onto the sofa, and I mover into the middle of the bed. The mattress has dips on both sides, as though it is actually a used mattress. The center is better, but we can still feel the springs. We are willing to consider the next line down (Miriam), rather than have you replace this bed (which is more expensive). We paid $2650 for the bed.

Since having brought our concerns to the mgr, we have never experienced such questionable business practices (and foolish ones on the part of the mgr. (E.g. letting us know that he needs to cover his tracks by not leaving a paper trail so that the corporate office doesn't find out [just write a new notation on our previous receipt], in addition to his requesting that we pay the delivery men under the table). We are not only in pain from the mattress, but concerned about what we have witnessed re. the mgr's behavior. He suggested we wait until the big wigs finished their visit (3 weeks ago) before trying to help us, but he did not want a paper trail. He supposedly had arranged for some independent contractors to deliver a replacement mattress, but he got the wrong size and a lesser model than promised. His behavior over the past two months has been very sketchy, as though trying to arrange/coordinate delivery of used mattresses between customers. He even caught himself inquiring about the condition of our mattress a little too intently, so he indicated that he was likely to purchase our mattress for himself. The is a lot more. But, we simply want to have a normal sleep, not a painful one. Please help us finally get a good night's sleep, and that in the same bed.

We are out $2650.00 and have not had a good night sleep in 4 months!

Two weeks later I heard from Mattress Warehouse that my claim had been denied because there is not a 1 inch VISIBLE DIP in the pillow top of the mattress. They did not address the hard ridge that I pointed out to them in my correspondence. I am sure that the problem with the mattress is in the springs located below the pillow top. I am now left with a mattress that is extremely uncomfortable to sleep on and a very bad taste in my mouth regarding their customer service. My husband refuses to sleep on it. Mattress Warehouse has acted in a totally dishonest way and seems disinterested in the providing any warranty protection to the customer. I find their offer of a discount on another mattress or $50.00 of a set of sheets insulting. I have been told by Mattress Warehouse that the warranty is provided by Sealy, and Sealy's hot line has told me that the warranty is provided by Mattress Warehouse. In the last two years I have purchased for another home; 1 king, 1 queen and 2 twin mattresses all of which are Sealy products. I have not had any trouble with any of the other mattresses.

I will be writing the Better Business Bureau about this store and the poor customer service. I feel that I should be compensated for my time to go back in forth to the store, when all they had to do was run my credit card through a machine and credit my account. I don't understand why they have to wait for a district mgr. to dole out some number to credit a charge card. They didn't need his number to make the sale. Why should I be inconvenienced and troubled with this process? I would like a call back from this district manager and an apology from the store manager for this poor customer service.

It was to be delivered on Tuesday Feb.27,2007. I took time off from work, I waited. The warehouse did not call to cancel the delivery. I decided to call to establish a time frame for delivery. Ricky the Sterling Va. store manager said OOPS we forgot to schedule. I said since it was not my fault, I would like my $55 returned. Ricky said no problem. He then rescheduled delivery for Friday March 2nd. They delivered the WRONG mattress! Now I have a Serta perfect day box spring with a HARD AS A ROCK Vera Wang mattress. By the way the Vera Wang mattress is also defective. The mattress is hard but it still sags to one side. Now I am waiting for the delivery of the correct mattress tomorrow.

I am skeptical after reading the complaints (which again, I am sorry I didn't read before the purchase) I wonder if this will ever be properly resolved. I paid $1678.00 for this headache. A new mattress that we really cannot use. Mattress Warehouse should remove the words Customer Service from their vocabulary and their ads. All of the complaints that I have read are true. I have also had nasty and sarcastic remarks from Ricky the Manager, unanswered messages left for the District manager John Holder. A call to Melissa, Customer service with empty promises, etc. I am not giving up.

$1678.00 + $55 for replacement delivery of 2nd defective mattress.

As a result, I now have no bed for my child to sleep on safely and out $1000. Store manager also called the police to make me leave when I asked him to call corporate office. No charges were filed, and police did nothing because its a civil matter, not criminal.

I finally heard from my salesperson on 3/6/07. He said they would replace the mattress, that it was in fact defective. I asked for my money back, and he said they could only replace the mattress--not refund my money. When I was in the store to start the complaint, I looked around and could not see any mattress in the store that looked like the one I have. I think the mattresses they have on display are not the same as the mattress that they end up delivering. Because of this experience, I don't trust them to provide me with another mattress that is any better than the one they sent, and that I will just be going through this for a long time. There should be some kind of consumer protection against businesses that sell products and refuse to refund the money when the produce is defective.

The mattress is extremely uncomfortable due to the fact that it has packed down; you almost roll out of bed. My back and hips are hurting all the time, and they didn't before I got this mattress. I am going to have to get another mattress but would like to get my money back from this one, or at least a large portion of it. No one should have to go through this experience with a mattress that is this bad, so fast.

I think I smell a mouse! I am sure the offensive odor is rodent.

Our nightmare began with Mattress Warehouse with the refund process. Although they cashed our check for $1885.00 immediately, we were told the refund would take 3 to 6 weeks. I could not believe it, but a store employee said the way the deliveries are running you will probably get your refund before you would get the mattress; so we started the refund process. At the end of 3 weeks, I called the store and of course, they can't help and told me to call the Corporate Office. After numerous calls, messages--no response from corporate. I continued to call the Suffolk store to check on the refund, and they would call corporate and call me back. I heard every excuse you can imagine. Everyone kept telling me the check has to come from Maryland, like Maryland is a foreign country. I kept telling them, snail mail from Maryland is two days! Well sure enough at the end of the 6th week, the check was postmarked Friday 23rd, received on Monday 26th, 2 mail days. Overall the employees at the local Suffolk store were pleasant. However, the delivery process and refund process are horrible. I know if I had not hounded them I would still be waiting for my refund. Never ever again would I work with this store!

Without $1800 for six weeks puts a strain on paying bills on time!

Around in November my husband notice that the box spring was pulling away from the frame on his side of the bed. I called the warehouse and was asked if the store had delivered the sets to my house and I told them yes ,after asking a few other questions he said that he would get back with me. Again I waited, after not hearing anything from them I called and explained my problem again, this person put me on hold and spoke to some one and informed me that I would be getting something in the mail in a few days. I did receive some forms in the mail in a few days from Sealy. They asked me to fill out these forms and send them back to them. When they decided that I had a problem they sent an inspector out from bedchek who informes them that the boxspring was defective.

After which I received a letter stating that I could either call or go back into the store to have my queen size split level boxspring replaced but I would have to pay for delivery. I called the store and spoke with Gil and ask him if I could have the delivery charge fee waived because I had already paid for the original delivery and that it was not my fault that some one was negligent. Gil said that he would get in contact with some one but that person would not be in until that Tuesday,and he said he would call me back on Tuesday after he talked with her. I waited until that Friday and called the warehouse again, at that time I explained my situation to Issac who said that he would call me back. ...

Christine was very adamant about me paying this fee because there delivery men had to be paid. This problem has not been resolved. ... My husband is soon to be 77 and I will be 75, we do not need this hassle. We went into the store in good faith and spent our money and would like for them to make thing right or give me my money back so that I can go some place else to get a decent set so that we can be comfortable.

Within 10 minutes we were in contact with our "good buddy" Mario. Informing him of what had happened he insisted that he was unsure why they did not take the old mattress. ... To this day, we have received nothing.

So on Monday the 12th I called as soon as the store opened. The young guy said he is looking into it and would call me back. He called and said my mattress was going to be here on the 16th of February. I also called the District Manager and customer service over a dozen times and never a phone call back. I want some of my money back for the problems I had to go through. I could not even sleep on the wrong mattress; it was like sleeping on a board. I slept on the sofa.

I don't believe that his opinion can possibly be unbiased as the store claims as he is employed by them. I also don't believe it is possible to verify that the inner structure of the mattress is defective when there is no weight on it.As a comparison, a flat tire is only flat when the weight of a car is on it, when raised it looks like the other three! When I asked him about the obvious deformity he told me it had to do with the foam in the mattress which is not covered however there is no such statement in the warranty supporting that.

He finally informed me that I would receive something in writing stating what the store would do, however after 6 months I have received nothing. As I stated above, I did have a prior warranty issue with another product purchased at the same store which was only settled after contacting the Attorney Generals office/consumer protection division for the State of Md.

While I am aware of the fact that they don't give cash refunds, I have given the store two chances to supply me with a bed that will actually last the ten years that is stated in my warranty but so far they haven't been able to do that. Apparently the items which they sell for $1100.00 only last an average of two years and I don't want to go through this again two years from now. As for their statement about customer satisfaction, their service number has a recording/voice mail, no one ever calls back, the store manager refuses to give me the number to the district manager, the one time that I did actually speak with him, he was very arrogant and informed me that if I used profanity during the course of the conversation he would void my warranty altogether!

Today, February 8th, we just received a letter from Mattress Warehouse that says that our 10 year warranty is voided because Bed check says our mattress or box-spring is not properly supported. They did not give specifics, so really is it the mattress or box-spring? We don't know. This mattress is so defected; it has the same support our last mattress of 6 years had, and now our daughter is sleeping on that one. They said sorry and gave us a 50% off certificate towards another mattress. We don't want the certificate; we want to have this defective mattress replaced. We don't want to pay for half a mattress to replace this one. It's like throwing money away. I read many of the complaints on this site about sagging mattresses they purchased from Mattress Warehouse, and it sounds like if we want to get our mattress replaced we will have to take them to smalls claim court. Some of the complaints show that they have been dealing with this for almost a year and still don't have anything resolved.

I put in a call to the number on the letter today, had to leave a voice mail, but wonder if I am going to get a call back. If they don't feel that they are responsible, why are they giving us a 50% discount coupon? Maybe they know that they are responsible, and there are a certain percentage of their mattresses that come out defective. They just don't want us to pursue this. We are 50 years old, and have had a lot of mattresses in our 28 years of marriage, but never have we seen anything like this. I don't get the 10 year warranty thing. Is it just a scam? I wonder if I should take Mattress Warehouse or Serta to small claims court?

My husband just had a hernia operation, and it has been very difficult for him to get in and out of bed. I have been waking up with a stiff back and neck. This "new" mattress needs to be thrown away.

I had to purchase a mattress from another store and pay full price. Meaning: I lost the money that I spent for the mattress at Mattress Warehouse.

Mattress Warehouse has over 130 stores in this region and sells thousands of mattresses sets every year. The number of complaints received is very small given the large number of sales. However, Mattress Warehouse takes every complaint seriously, and even uses an independent testing service to determine potential warranty defects in every mattress within question. If a product is deemed defective under its warranty, the product is replaced per the warranty guidelines put forth by the manufacturer. Mattress Warehouse makes every attempt at customer satisfaction.

In response to most other complaints:

Mattress Warehouse has over 130 stores in this region and sells thousands of mattresses sets every year. The number of complaints received is very small given the large number of sales. However, Mattress Warehouse takes every complaint seriously, and makes every attempt at customer satisfaction.

Unfortunately, we find it difficult to respond to many complaints on this site due to the limited amount of customer information given. In fact, we cannot even verify many of the complaints as being valid issues within our stores. We urge any customer concerns be directed to our top-rated customer service department.

Then we had to call the head office and the customer services lady said that she has arranged for delivery the next Tuesday. It did not come. Again we had to call the store and the Head office several times. It took four weeks to deliver the mattress i.e today. All the time, they would not deliver before 3.00PM and my wife had to leave her work and wait. The store manager also did not bother to call us and tell us that the delivery would not be made on each occasion.That would have saved my wife from taking the time off. It was virtually a customer harassment and instead of service.

1. keep records of contact

2. give another time and date of delivery (one more chance), if did not receive

3. go to the local magistrates office and have a hearing in front of District Justice (after hearing)

5. contact the credit card company and file a dispute.

After telling Sam this is what I was going to do, I received the rest of my order completely. It took me 11 weeks to get this done.

They offered me $50 off if I could have a little more patience and wait until the following Tuesday. I agreed. Tuesday - once again no box springs. I indicated I wanted to be refunded and was told that I could not get a refund until the store manager came back to work in two days. That's tomorrow - we'll see if they deliver on that promise.

We asked for a complete refund or a replace, we were told that 'its our problem, we signed a statement when the mattress was delivered and stated the mattress was in good condition.' I sent a written fax complaint the next day. My wife called in and was told to talk to corporate headquarters. We called corporate headquarters 3 times and left 3 messages for Mr. John G, district manager. Our calls were never returned. We sent in another faxed complaint. we called Mattress Warehouse and Jack P told us he never had a mold complaint with any of his mattresses ever.

I told him to Google Mattress Warehouse and complaints and he would find numerous complaints of mold in the DC-MD-VA area. Jack P then admitted, 'I meant no mold with the Serta mattress.' We were then told Mr. Bedcheck would come to investigate the mattress, but first we needed to fill out some forms. We were initially told that these forms had to be mailed, and we would get them in a few weeks. They had 'no policy of faxing forms'. I sent in a fax requesting the forms to Mattress Warehouse and the forms were faxed to us. We returned the forms in by fax.

In these forms, Bedcheck requested that we use rulers and tape measures to measure the size of the bed and its sag. This has nothing to do with the mold smell that was so bad we moved the bed to our garage and sealed it in plastic bags and duct tape. Before Mr. Bedcheck could arrive, we were called by Jack P and told a replacement bed would be sent.

This replacement was also mold contaminated. We noticed less of a smell, and were told this smell was due to flame retardants (not foaming agents this time). The flame retardants claim was another lie, Flame retardants commonly used on bed are PBDE's. Polybrominated diphenyl ethers have vapor pressures less than 10-6 Pa at 25 deg C, well below the threshold for human detection (J. Chem Eng Data, 46(2) 239-242, 2000). The 2nd bed was delivered on a cold day and once the bed warmed up it also was clearly mold contaminated.

Unfortunately on good faith we believed mattress warehouse that the smell was flame retardants and not mold and would not be a problem. We disputed the charges with our credit card company. Our credit card company refunded us the money when we disputed this charge for a defective product. We sent a FedEx to Mattress Warehouse and gave them 2 wks to remove the mold contaminated mattress, they never called or came and the mattress was removed with the trash on Jan 2.

The mold contaminated our rugs and furniture, we are still going to great expense to clean up the mess. We did recover the cost of the mattress from mattress warehouse.

We picked out a mattress over two weeks ago and was told that it would be delivered on Tuesday, November 7. I stayed home all day waiting for the delivery truck to call or show up. At about 3:00 PM, I called the Mattress Warehouse and asked why they hadn't called. Mario said that he would call the truck and call me back. He called me back about 20 minutes later stating that they cannot locate the truck and that he would call me the next day to reschedule a delivery date (Delivery date #1 - failure). On Wednesday he called and said that the mattress would be delivered on Saturday, November 11 between 11:00 AM and 2:00 PM. That was fine since my son had his playoff soccer game at 3:00 PM.

I received a phone call from the delivery guy at around 8:45 AM that Saturday morning stating that they would arrive sometime between 4:00 and 7:00 PM. I told him that Mario said that they would come between 11:00 and 2:00 PM. He said that he hates it when the store tells people what time they would arrive since the delivery guys make their own schedules. I explained that the earliest I could be at the house was 4:15 PM. The delivery guy said that he would call me when he left his last stop in Delaware. He called at around 3:30 PM while I was at my son's soccer game. I told him that I would call my neighbor and see if she could get the spare key and let them in. After calling her, my neighbor said that she could not locate our spare key. I told her to tell the delivery guys that I would arrive by 4:15 PM if they could just wait a few minutes. They arrived around 4:05 PM, according to my neighbor. She said that they said they could not wait for me because they had to be somewhere (Deliver date #2 - failure).

I called Brandon at the Mattress Warehouse as soon as I arrived home that Saturday. I expressed my dissatisfaction with this whole process and stated that I did not think I should have to pay the $55 delivery charge when his company messed up twice. He said he would speak with Mario and call me back on Sunday. NO call back on Sunday. I called on Tuesday and spoke with Mario again. He said that he spoke with his district manager and that he would personally make sure that my mattress was on the truck for a Thursday, November 16 delivery and that he would ask about the $55 delivery charge refund. Thursday came and went with no mattress (Delivery date #3 - failure).

The mattress was slated to be delivered today, Saturday, November 18. I received a call this morning, while my husband was having knee surgery, that the mattress would be delivered sometime between 2:00 and 5:00 PM. At 4:30 PM, the delivery truck arrived knocking over our pillar landscaping on the side of our driveway. The delivery guys made no mention of doing this after coming to the door, so I asked if they were going to fix it. He said that he would on his way out. They brought in a mattress and as they where walking it up the stairs, I asked if that was a king since it looked a bit small. The man said that it was a queen and that's what his papers said.

I called Mario immediately and told him of the latest chapter in the mattress saga. Of course the delivery truck did not have a king size mattress on their truck (Delivery date #4 - failure). This entire fiasco is completely unacceptable. I'm not getting any results.

I have visited the store four times to request removal of the wrong size mattresses and delivery of the correct size, or to provide me with a refund. There has been no positive response to correct the situation.

The mattresses that were purchased were at the recommendation of the sales rep. He stated that he had the same ones in his home. Looking back, I must have been the sucker paying 600 for two twin mattress with no box springs. The mattresses were not what I expected (sturdy wise) and the box springs that we had apparently were not in good shape and should have been replaced. Therefore, I went back to the store and inquired about getting box springs and was told that they don't just sell box springs and that my warranty was probably voided since I didn't purchase box springs at the same time as the mattresses.

I want it noted that I was never told that information when the mattresses were purchased and why would I pay so much money and then not have a warranty. I have neglected writing this and completing my warranty information due to our crazy schedule with our son's medical condition. I honestly feel that I was taken advantage of and think the operations at the store are like a used car lot. I guess I should not have thought that your representative had any compassion. The store was close to our home and with time being of the essence, I thought I would try a neighborhood business.

In honestly and good faith, I am requesting your assistance in making these mattresses correct. I just don't have the money to start over and shouldn't have to. I would rather not go into the store again due to my bad experiences and was hoping that the home office could rectify this matter and help me get some satisfaction. I have attached a copy of my sales receipt and look forward to hear from you in this important matter. I did call on 10/31 to get an update and spoke with Melissa who said she was the customer service manager. She remembered getting the letter but lost it. I faxed a copy of it to her and requested that she give me a courtesy call the next day to confirm she got it and what could we do. She never called and after many messages left for her, she has not call back nor will take my call. They screen the calls and its a no win situation.

My poor 8 year old is now asking for a new bed for Christmas which is sad as can be. I just got him new ones and spent a lot of money. The one mattress is starting to sag in the middle. My son has major medical problems (stroke and heart transplant) and weighs less than 50 pounds. You would think that the mattress could hold up. My son has been through enough in his young life to have to worry about asking for a bed for Christmas.

We can't even use his bed tray on the one bed because the bed in not level and the tray does not lie flat. I am just sick to my stomach how they treat you (the store and the customer service department). The sad part, I have a feeling that I am screwed and will just have to start saving up money again to purchase him another bed(s). Little man will have to make due until that time or we get get Mattress Warehouse to take some responsibility. They shouldn't be able to operate like that.

The representative apologized and said he would give us an upgraded mattresses which was $150.00 more at no extra charge and that it would be delivered on Friday morning (10/27/06). I asked the representative for an approximate delivery time and was told that it would be after 9AM and that I should be the first stop on the delivery route. On Friday there were no calls and no delivery. I called the store at 12:23 PM and was told that the delivery was scheduled for between 7:30AM and 10:30AM and that no one was available at the house. I told the representative that no one called the house and no delivery was attempted and that I was at home during that time.

I offered to go to the warehouse to get the mattress but was again blocked. I was told that it would not be possible as the truck had to return to the warehouse and unload and I would not get the mattress until another date. At the same time he was unable to provide me with a new delivery date.

Finally, on October 2nd, I called and Dennis (the original salesperson) told me the claim was rejected but could not provide a reason. He told me to call Mattress Warehouse customer service. I've left several messages with no response. On October 9th, I drove to the store to speak directly to Dennis. He again said it was rejected and told me to call customer service. When I told him they would not return my calls, he offered to file another claim. He was unable to find my original receipt and made me another copy.....warranty says you need original. And he told me my warranty card was mailed to the corporate office and I should receive it, but it has been several weeks. I believe the salesman is trying to be helpful (but not sure if it is part of the industry game), and I believe the Mattress Warehouse policies possibly prevent him from providing the support a customer deserves. As we sit today, we still have a broken box spring. My phone calls to Stearn and Foster have not yet provided any help.

Originally, I was told that they would take care of it, but after a week of no response, I called again and then was told that the warranty is up to the store and that they won't back it up. I filed another claim with S&F today (10/10/06). We were wary of buying a new mattress because of all the negative stories of the industry....and now we are experiencing it from a company who supposedly prides itself on customer service.

I purchased a $2250 mattress with no apparent warranty, even though it is suppossed to be 10-year. But if they don't back it up on the day of delivery, what will they do down the road? I would like a full refund as I no longer trust their warranty or service.

I called the local store and they set up delivery for the following Wednesday. Therefore, I agreed to stay home from work in order to receive my mattress. I was supposed to receive a call from 7-9 stating when the mattress would be delivered. At 10:00 I had received no phone call. Therefore, I called my store and he said that there was no way he could check as he did not have his order list from the headquarters yet. I asked There is no way for you to call and ask? His reply was no. I asked him What about the Main Customer Service Number in Frederick? Can't you call them? He put me on hold and tried, and said, sorry, no one is picking up. Therefore, I called the main office in Frederick and after being transferred to about 10 people (it is 12:00 by this time) they stated that I was not even on the list of people who was supposed to receive a delivery.

I called my store back and re-scheduled another delivery for Saturday. He said no problem. He would schedule the delivery for Saturday. Saturday rolls around and again, no delivery. When we called the store, the salesman stated that sometimes certain areas do not receive deliveries on Saturdays. My husband then stated that this was the second time this has happened. The salesman could have cared less.

The first mattress also had a defect in the side of the mattress, something protruding all the way down the right side of the bed ( also showed that to the delivery person. I just got off the phone with Ricky at Mattress Warehouse, he said they would deliver another mattress. I do not want another mattress, I want a refund. I have no faith in Sterns & Foster or Mattress Warehouse. The only thing I have going for me is the dispute I have filed with the credit card company. Otherwise, I am convinced I would have to live with the situation. We paid $2362 for this problem.

One individual showed up at my house, delivered the box spring and refused to remove the old boxspring because according to the manager Ken of the Hanover store I had not paid my 5.50 dollar removal fee! I then got in my car and went out to see Ken who said when I arrived I am sorry you did pay it but we cannot come out to pick it up now. You will have to schedule a date with our delivery service to arrange for it to be picked up.

I asked Ken to get his boss on the phone which he flatly refused. What ensued after that for close to three weeks involved daily phone calls to customer service to have someone pick up my old box spring. Supposedly someone is coming by today to do just that. If better buisness burea does monitor activities such as this what is being done about these numerous complaints?

I called Rickey back & told him what I had found out and why the misrepresentation. He said he had heard that thru the ranks. I immediately called the credit card company and disputed the purchase. I called Rickey again and told him we wanted the bed picked up. He said they do not refund and gave me a number to contact customer service. Good Luck! After leaving numerous messages, I finally reached customer service and was told to contact the district manager, John Holder. I have left 3 messages for Mr. Holder. To date, no response. At this point, in order to get rid of the bed, looks as if we will have to contact an attorney. So much for customer service.

Being a realtor, time is economic damage. Not to mention our backs.

In October 2005, I filed another claim because again the mattress was sagging (the manager of the store said the previous bed may have been a lemon). The bed tech man was scheduled to come to my house but an emergency prevented me from arriving to the appointment. I called and he said to contact the store. The manager in the Greenbelt store made several attempts (after I called several times) to contact customer service, but said it would probably be best if I start the process again (after leaving 7 messages with the so-called customer service person Kim and the so-called district manager John Holder ext#304 during the entire month of January 2006). Filed the same claim again (which got lost again) on January 31, 2006.

After waiting 3 months they finally contacted us. The person who came to measure the bed told my husband it had a 2 impression on one side and a 1.5 impression on the other. Which according to the manufacturer warranty was grounds for replacement. We recieved a letter back stating that there was nothing wrong with our mattress and it would not fall under manufacturer warranty. We complained and they told us we couldn't file again for 6 months. We just put in the second claim this past month and received a letter stating our mattress was not properly supported (it is the same frame they sold us with the bed). Now we are going to try and fight to get this mattress replaced.

Since this mattress has sagged my husband has been to the hospital twice with back and kinked neck problems (he's only 38 and in good shape). I have to sleep supported by pillows to keep from sinking into the hole and wake up with back aches every morning. I would highly recommend not purchasing from this company.

I received a letter from Mattress Warehouse with instructions to measure the bed and fill out the form. I filled out the forms, met with the Bed Check rep, and he even commented that the bed was obviously collapsing to one side.

Then I received a letter from Mattress Warehouse stating "We were recently notified of Bedchek's report regarding your warranty claim. According to them, no defects were found in your mattress or boxspring, and the vendor, Serta, will not accept this merchandise back".

Now I have $4,500 worth of beds in my condo, none of which truly has a credible warranty, and one that has been leaning against my bedroom wall for 6 weeks.

I am a petite person, and I was able to sit on the mattress at the store with my feet on the floor. My fiancee was home when the mattress arrived, and he called me at work to tell me that the mattress was quite high. (By the way, the purchase was made in my name and my credit. So does the fact that I wasn't here to sign for this bed help me at all?) When I came home and looked at the bed, I saw that the mattress was about as high as my chest. Being a person who suffers from pain caused by an automobile accident, I did not consider it feasible for me to climb or hop up into such a tall bed. Moreover, when I did sit on the bed that they delivered, my feet were more than a foot off the floor--in other words, this scenario equates to an accident waiting to happen.

If I got out of that bed in the middle of the night not remembering that it was so high, I could fall and get injured. Therefore, my fiancee called the store and spoke to a sales associate named Josh. He said that we would have to pay the penalty fee to get the shorter box spring. I also called Josh, and he was very rigid and abrupt and unhelpful in his attitude about the situation. He had no concern about the problem that this mattress was for me.

I explained to him that I slept on my couch the night before because I wasn't taking a chance of getting hurt because of that mattress. He was no help, so I asked for the phone number and name of the District Manager. When I called that number, it had a voice message listing the name of different District Managers' and their extension numbers. I called every single one of those numbers, and there was no answer by any of those managers. I also called the customer service phone number, and there was no answer at that phone number either.

Thus, I took off work on March 31, and my fiancee and I went to see John, the store manager, and told him that the bed they delivered on March 29, was not at all what we were expecting based on what my fiancee and I had sat on and laid on at the store. I said that I don't think this is the same mattress. He replied that it is the same mattress. I continued to explain to John how high this bed was for me and the potential danger it could be to me, especially considering my back and other problems from a car accident. I also said that I've been sleeping on my couch. He had no concern for me whatsoever. He just abruptly replied that there was nothing he could do about it and that if I wanted a shorter box spring, it would cost me $160.00 plus $53.00 for a delivery charge.

I replied: "Why should I pay for a different box spring? I paid about $500.00 for this one! And I called you about the problem on the same day that the bed was delivered. The bed delivered was not at all what we were expecting based on what we experienced in the store. Your customer service guarantee on the Internet says that a person can exchange or get a refund on a mattress 'if within ninety nights of use you are not satisfied for any reason.'"

He replied, "We don't have an Internet site (a lie), and we don't give refunds."

Within a few months we noticed sagging and filed a warranty claim with Mattress Warehouse. An independent contractor came to our house and measured the mattress and told my husband we were in the warranty limits. However, we received a rejection notice from Mattress Warehouse, and upon a written request for a copy of the report, we received another letter indicating we could not receive a copy and could refile a claim after 90 days.

Therefore, in September 2005, we refiled a claim. After a month of not receiving the paperwork, I went back in to the local store to check the status, and they said they would follow up. Again, after about 6 weeks and not receiving paperwork, my husband went to the local store in mid-December to complain and find the status. A gentleman was helpful and followed up with customer service at the Corporate Office and we received the paperwork within two weeks. We filled out the paperwork and returned it to the Corporate Office on December 23,2005.

After no response to schedule an appointment to measure our mattress after a month, we tried repeatedly calling the Customer Service representative in the Corporate Office Warranty Claim dept (Melissa) and left several messages. After no return phone calls, my husband called and left a message with the District Manager (John Holden).