Mattress Warehouse Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

In response to most other complaints:

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

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

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

1. keep records of contact

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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