Mattress Warehouse Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

"Dear Ms. S,

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

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

Thank you,

Customer Service Manager. "

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

The Sealy Gracehill Harbor Mattress (Posturepedic) that I purchased at Mattress Warehouse was delivered to my home on January 2, 2009. The moment that I laid on the new mattress, it was a total different feel from the one that I laid on at the store to test out. I visited Mattress Warehouse a couple days later and talked to one of the store managers to let him know that I was not happy about the way that my new mattress felt. And he said to me "Mattress Warehouse prefers that customers try out the mattress for 30 days before complaints are given".

A few more days later after visiting the store, I noticed on the back of my receipt the following: "This contract cannot be cancelled. Once merchandise is received by the customer, it cannot be returned or exchanged". My sales person didn't bring this to my attention and I fell to ask about the merchandise return policy. I immediately called to Mattress Warehouse where I purchased the mattress and asked them about the return policy and the store manager told me that since my purchase was a large amount ($2,694.52), I could get a refund. I told the store manager "thanks" because I was worried about not being able to get a refund or an exchange if I wasn't satisfied with my mattress.

After not being able to sleep comfortably on my new mattress, I went to the store again to bring this to the store manager's attention. I told them that it is so uncomfortable to sleep at night and that I have to sleep in my son's bed just to get a good night rest. I brought to the store manager's attention again about the return policy as we had previously discussed and the sales person who sold me the mattress told me that "You will not be able to get a refund nor an exchange" according to the store policy. I told the sales person in front of the store manager "That's not what the store manager told me" and then the store manager looked at the sales person and said “that's what I thought.”

I then left the store upset and emotional. The sales person contacted another store manager to address my concern about not being satisfied with my new mattress. ** contacted me a few days later to setup a possible date/time to come out to my home to look at my mattress. ** did not show up at my home, which he said he was going to try to make it out in spite of him having other obligations on our scheduled date/time. Days later past and then I did a follow-up call (voice mail) to see when Mr. ** could come out but no return call from Mr. ** for several days. Finally, Mr. ** returned my call with a (voice mail) and apologized for responding late and that he had been out of town. I returned his call right away and left several voice mail messages thereafter but no return calls.

I am frustrated that no one is hearing me and helping me as a value customer. I was also given the Mattress Warehouse email address but it was not an accurate email address. I don't like the fact that I am stuck with a mattress that I am not satisfied with and most of all having to pay $2,694.52 for something that I am not reaping the benefit. The mattress in the store that I tested had a remote control which lifted up/down and the mattress that I actually purchased is not remote controllable. Help is needed to stop poor customer service at Mattress Warehouse stores.

I would like to get another mattress in place of the one that I have since it’s been a little over 30 days since my purchase. I really do not want a full refund, but what I do want is an exchange and excellent customer service. Thanks for your time and attention and any help that you can provide me. I look forward to hearing from you soon.

I later returned to the store and paid for this mattress in full, but was told it would have to be ordered. A few days later I phoned the store and was told it was in. My husband picked it up, but I did not immediately put it on the futon as I wanted to purchase an allergy zip protective cover for it. 2 days after picking it up, I removed it from the plastic and attempted to unzip the cover which was on it from the factory to put the new protector on it. As soon as I did, fluff started falling out. I unzipped it a little more and realized that there was no egg crate foam in the mattress at all - just fluff and a few thin pieces of what looked like carpet padding.

This padding was paper thin when I gently squeezed it between my finger and thumb, providing no support at all. Again, there was no egg crate or foam at all in the mattress. I immediately took photos of it and went to the store. Mike was there and I complained to him. I showed him photos and took photos of the mattress (sample) that I sat on/bought, etc. He acted surprised. At that point, he checked a similar mattress he had in the back storage room and it was the same way - all fluff and no foam as shown in the sample. I demanded a full refund, which he said he could not issue because he was not the manager of the store. He advised me to call customer service and call the manager of the store the next day.

I phoned customer service and asked to speak with a manager. I was told Melissa was away from her desk, but would return in a few moments and would definitely return my call asap. I left a detailed message on her voicemail. 4 hours later and no phone call. I called again just to be told that she was available. I gave my name, a summary of the story and the previous message I had left for Melissa. After putting me on hold again, the secretary said that Melissa could not come to the phone. I could leave another message. I chose to hold. I was on hold for 45 minutes and she never returned.

The next day I phoned the customer service number again. Same thing. No luck contacting anyone at this place. I called the manager of the Shrewsbury store where I bought this fake. I explained the situation to Eli and he contacted his district manager. Of course, Mike was supposed to fill him in but didn't. The next day Eli called and said that his district manager said they had gotten a bad batch of mattresses. What a scam.. How many other people paid for thick convoluted foam and got fluff? He offered me a free upgrade, but I chose to simply get a refund.

I will never deal with this company again. It was such a scam. At this point, I have filed a complaint with the Better Business Bureau and the attorney general's office. I have also contacted a local news station since I have great photos of the mattress sample in the store and the one I actually received. I am extremely happy that I received a refund, but I am trying to warn other consumers to avoid this place like the plague. If I was scammed, how many others have been and will be?

We filed a complaint as it says on the website for MW. It details the process by which we could qualify for an inspector to come out and investigate. In the process, it demonstrates how to measure for sagging (which is the complaint) as well as a checklist for support requirements. It mentions adequate support would require a minimum of 5 slats underneath the bed - we have 8. We more than qualified by the statutes provided in our paperwork and read all the vague fine print to feel safe enough that our claim would be fairly resolved.

An inspector showed up one morning to do measurements and analysis. He insisted I leave him alone in the room to work, but I refused since I have a lot of valuables in there. I noticed the tool he was using to measure was inaccurate and requested to look at it closer but he refused. Additionally, he provided no copy of his paperwork or proof that his records or employment were legitimate. I called MW and spoke with John to request copies of the paperwork that the inspector had, but John refused. Even after I insisted, he argued and then spoke with his district manager who refused to help either.

A week later, we receive a letter in the mail saying our claim was denied due to insufficient support as well as a small stain that voids any further warranty. The support issue is incorrect according to the terms on my paperwork. My support structure complies and goes beyond said requirements. As far as the stain, my paperwork says that any unreasonable stain could void the warranty, but fails to define the term reasonable. The stain to which they refer could be covered up by a coin smaller than a dime. How is that unreasonable and how does that accelerate the issue of sagging? I spent over $2,700 in an effort to purchase a top of the line set of mattresses, and was sold on the warranty only to discover that the warranty isn't worth the paper it’s printed on.

This is as absurd as having a transmission warranty problem with a vehicle only to be rejected because of a scratch in the paint on the door. I have no validation that my inspection was handled by an independent party. As far as I'm concerned, MW is in violation of a breach of contract for failing to comply by the terms established in their paperwork. What recourse do I have?

I reported this abuse to the store and tried to contact the District Manager, Kevin **, but I have never heard from anyone to this moment. I then sent an email to their corporate headquarters, but still have not had any reply or apology. Also, I was never offered a free bed frame, free delivery or money back guarantee as advertised. There is no way I would ever purchase anything from this company ever again nor would I recommend anyone else to them either.

Later that late spring/early winter, my mother became very ill and I had to continuously leave the DC metro area. This caused severe financial problems and I called Mattress Warehouse about canceling my order. I was told I'd receive a call back and that no one had ever done that before. I didn't believe that because most furniture/mattress stores have refund policies. One may not get the entire amount back, but will receive some kind of refund. They do want customers to come back and give other potential buyers recommendations. But my mother was ill and I had other worries. I then made a payment for $20.00 on 8/18 after finding a receipt from MW. I then inquired about cheaper mattress sets.

After receiving no help, I purchased a mattress set - one that I could afford. I contacted the current manager, Nick, and asked for a refund. He stated he'd cancel my order and send it to the main office for a refund on 1/12/2009. He later called me on 1/14/2009 stating that I could not receive a refund and either have to lose $190, continue with the layaway indefinitely (I only have a one bed apartment and no family in the area) or give the $190 to someone (in effect, lose $190).

Now my problem is, a multimillion dollar company, how can you treat consumers like this? You gain money from the little people, but the little people lose. Who has money to throw away? I certainly do not. You have my money and I am supposed to just walk away? Not issuing some type of refund is unconscionable, especially when they don't have the mattress set you originally wanted. Also, the district manager (for the Laurel store) whom I finally spoke with wasn't very pleasant.

I called the district manager directly several times and filed a complaint on their website, begging them to call me back and help, and still haven't heard a word. At best, I was hoping to get a refund or exchange the mattress (even if we paid a fee). At worst, I would have been willing to pay for a new mattress at cost. We paid over $1,600 for this mattress and now we're sleeping in our guest bedroom on an older bed. The customer service at Mattress Warehouse was appalling. I highly discourage anyone from shopping at their store.

Well in the end, I got a letter from Mattress Warehouse telling me that they could not do anything because the man found a stain on the mattress the size of a dime and that voided out the warranty. I don't think that is fair when I have a 10-year warranty on the mattress for support and this is a firm mattress. The salesman Steve told me that it has 10 years warranty, so why is it that they will not replace my mattress? My daughter has the same problem with her mattress but because she did get a small stain on it, she just said to forget it because of the hard time they gave me. I know what they are doing isn't right but what can I do but file a complaint with you. I hope that I can get some help. $1,870.44 is a lot of money to pay for a mattress that doesn't last or live up to the warranty.

It was at this time that we were told that the factory was shutdown for the holidays and that no deliveries could occur before Jan. 10, 2009. Nice. So again, left with minimal choice, scheduled delivery for first thing Jan. 10, 2009. I received a call during the week of Jan. 10, 2009 informing me that the factory had shipped the wrong mattress set and that they could not get the correct set delivered to the store by Jan. 10, 2009. Of course! So when I inquired as to the following Saturday (Jan. 17, 2009), first stop for the day, I was told "Why yes sir, that will not be a problem." Well guess what? I got a call late Saturday night before (Jan. 16, 2009) requesting a 4PM to 7PM delivery time! Did I not (twice) express a first delivery each time the subject was discussed?

I'm fed up. I will never buy another product from this company. I will never refer this company to anyone inquiring as to where they might purchase sleep products. I will make ** sure I tell anyone who will listen my experience with this company.

My husband received his debit credit after about 10 days. I have not received my refund of $292 yet! The purchase date was on November 11. Calling the customer service department is a joke. First, they said they never received the refund request from the store. When contacting the store, they blamed it on customer service! Calling customer service again, I left messages with no return call. I made another call and I waited on hold on the phone for a customer service human being to pick up for 30 minutes (3-10 minute increments). When someone finally picked up, they blamed it on the salesperson again! This was January 16th, two months later! The salesman probably gets half for commission and did not report it so that it would stay in his pocket longer. These folks are shady.

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!