Mattress Warehouse / SleepHappens.com
reviews and complaints

Went to Mattress Warehouse, Hanover, PA on Feb 13th to possibly purchase mattress set. I had seen their ads on T.V. and thought they would be worth a try.
I told the sales person that I had just had lumbar back surgery and was looking for something that would provide support, and comfort. I was directed to the Simmons line - NXG series. I checked all of them out but told her it was really hard to tell since you really can not get a good feel for just laying on a bed for a few minutes. She told me that this particular model- as it had a higher price point had a "30 day comfort guarantee" and that the bed was also on sale/not advertised special. Great-- this was perfect as it would give me sometime to determine if this bed was really going to work for me with my back.
I received the bed - 1 day after the original promised delivery date. Which was OK- since I know things happen. The delivery guys were great. FIrst night on the bed it seemed really firm - alot firmer than what was in the store, but I stuck with it.
I went back to the store on March 3- well within the "30 day comfort guarantee" pledge and told another sales person ( original sales girl was not there ) that they bed was much firmer than the floor model and that it was not working well for me. I gave him my original receipt and he took it and went and faxed to their corporate office. While he did this, I tested some other beds and came back to the one I purchased. By then, he had come to talk with me - and I once again mentioned that the floor model of the same bed was much softer - what was up with that ? He stated this was due to being layed on/used. He said possibly I should try to either jump around on the bed ( yeah right - that was going to happen right after back surgery ) or take my fists and pound the bed - what ? are you kidding me. No, he was not. But then concluded by telling me that they should have the response back from HDQ by the weekend or early the following week and they would call me or I could stop back at the store.
I returned back to the store on March 13, 2010. No customers were in there, and I was greeted by what I thought was another sales person. I told her the situation and that I had already been in there and needed to resolve the situation with getting a replacement bed that would work better for me. After I told her that- her entire attitude changed. I then told her that the sales guy I saw on march 3rd, was sitting there. She then spoke to him ( while I was still checking out other beds ) and he came over and asked if I had received a letter in the mail from their HDQ -- I was somewhat taken back since he NEVER mentioned this on March 3. I told him no. He then went back to the desk/office area and made a phone call. While I will still checking out other beds, I noticed that the sales lady that greeted me - was in conversation/conference with him.
Still I did not think much of it - and continued to wait.
The sales lady, who greeted me - is apparently the Manager. She came over to me with the paperwork and then proceeded to tell me what I was "not going to be happy " and then told me that I was not going to have a guarantee since the purchase price of the bed did not exceed 1500.00- what ? never heard this... I told her this. I told her that the sales person told me that with the bed I purchased I had this. She then told me that this was not correct information and that unfortunately there was NOTHING she could do. I then started to get quite upset and things got heated. I told her I was NEVER told this information and had I been- I would never have purchased the bed. I told her that there is something called honor and your word and that I was not making up the conversation that was told to me by the original sales person. She told me "she was sorry" that I was given the wrong information but again there was nothing they would do for me. At some point, because things were so heated- my Son who was with me - started to get upset and this Manager told us to leave the store.
I told her I was not leaving until I had the Managers name. That is when she told me, she was the Manager. I asked for her name- she told me "Patti" - I asked for her last name. She refused to give it to me -- are you kidding me ? When I customer has a complaint - we only go by first names ? ... anyway- I then told her I wanted HDQ number and name of a Manager there. She gave me the # for customer service. I told her I wanted a Manager's name- she would not provide.
She then told me that there was apparently paperwork which showed this dollar figure requirement for the comfort guarantee which should have been given to me at time of purchase but was not.I asked her for a copy of this- she refused to do this- said they were not allowed to. OK- so that to me says they made some mistakes - and that they will at least own them. NO- not the case. They failed to own the mistake of the sales person giving me a false statement as well . Apparently the "comfort guarantee is 45 days not 30"

This company has no integrity or honor and I will make sure I steer people clear from them. Today being Saturday, I am not able to call the HDQ customer service- which after reading ALL the comments/compliants about this company - it will probably get me nowhere except bring my blood pressure to insane level. I have sent inquires to the customer service off their website as well. I have written the Attorney General of PA - and have filed official complaint. It is a matter of what is right and what is wrong. This Company clearly has some bad business practices and have no clue as to the meaning of customer service.

My husband bought a ComfortPillow from Mattress Warehouse on Thursday, January 28th.

He bought the pillow as a gift for me, but I do not feel I need a new pillow. I did not even open the box to look at the pillow.

My daughter and I went to the same store and attempted returning the pillow on Wednesday, February 3rd. We were shocked that John, the same salesperson at the store, told us that there is a "no returns" policy for the store, posted on the wall. My husband was never informed of this "no returns" policy.

John tried to fax the receipt to the main office to see if he could get approval for the return, but his fax machine was broken and he could not make contact with the corporate office. However, he took my home and work
phone numbers and promised to have someone call me.

One week have passed and I have yet to hear from anyone from Mattress Warehouse.

I have learned that hundreds of complaints have been filed against Mattress Warehouse:
http://www.consumeraffairs.com/furniture/mattress_warehouse.html

Additionally, Mattress Warehouse Corporation is not accredited by the Better Business Bureau and recieved a grade of "F".
http://www.bbb.org/greater-maryland/business-reviews/mattresses/mattress-warehouse-corporate-office-in-frederick-md-8010016

I filed a complaint at Office of Consumer protection. This is the respond I got from Mattress Warehouse.

From: Service [mailto:[protected]@sleephappens.com]
Sent: Friday, February 12, 2010 12:11 PM
To: Springer, Judy; Consumer Protection; [protected]@oag.state.md.us
Subject: RE: compliant against Mattress Warehouse

Dear Ms. Springer,

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,

Dan
Mattress Warehouse
Customer Service Manager

Last week I purchased a full size frame. Turns out I didn't need it after all. Took it back 4 days later with receipt in hand. I was told NO REFUNDS. The clerk was very rude. I told her I didn't need it, it was unopened, etc. She contacted her district mgr. who would give me a store credit only. There is nothing in the store I want or need. He even asked her about the condition of the box. She said right in front of me "it's taped shut, can't tell if it has been retaped or not". I just told her it had not been opened and she was essentially calling me a liar. I asked for the phone # of the dist. mgr. She gave me a # where I only get voice mail. I don't think it is the same # she used. I've contacted customer service where I only get voice mail. At the bottom of the receipt in small print says NO REFUNDS. This was not pointed out or told to me. This is poor business practices and I will never ever shop there again!

I purchased a mattress from Mattress Warehouse in August 2008 and was told there was 10 warranty on the mattress that would be honored only if the mattress was free of stains, rips, etc, so I also purchased the mattress cover they recommended for about $100. Just a couple months after purchasing the mattress it began to sag on both sides where we sleep in excess of 2 inches. After submitting a complaint on www.sleephappens.com, I waited several days for a response and ended up sending three emails, leaving 3 messages with their customer service, and they still never returned a call. I finally got to through to an actual person about 4 weeks after submitting the initial warranty claim. They informed me that my complaint had been received but the mattress vendor had gone out of business and therefore the 10 year warranty would not be honored "because Mattress Warehouse just the middleman" and there was nothing they could do to assist me.

I went to another Mattress Warehouse in the area and discovered they still sell the same brand of mattress (Royal Series) and one of the reps informed me they had not gone out of business. I have tried to contact their customer service multiple times and after 15 minutes of waiting, I am automatically directed to an answering service. I have left multiple messages and have not gotten a call back.

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 the Virginia area to do the same. The BBB's telephone number is757-531-1300.

Our Sealy Seaport Eurotop mattress which we purchased from
Mattress Warehouse in Eason, Md on October 31, 2008 has
developed a lump of about a foot in length and heighth over
2". Our name and address are as follows:
John Gargalli
9460 Martingham Circle
St. Michaels, MD 21663
Phone: [protected]
Thank you for your prompt attention to this matter.

My wife and I purchased a brand new king size Simmons Beautyrest mattress from Mattress Warehouse on December 31st. The distict manager was at the store and was like a snake oil salesman, using every trick up his sleave to get us to buy a mattress we weren't sure about. He finally lowered the price enough and so we decided to purchase the mattress. When we slept on it a few days later for the first time it was extremely uncomfortable. We called the store and they told us they'd try to work something out with us, but we never got a call back. 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 $1600 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.

My sister and parents purchased the same style Sterns and Foster pillowtop mattress from Mattress Warehouse. My sister's is holding up great, but my parents' mattress has sunk on one side... BUT because it has a pillowtop, this defect is not visible with the eye ~ which is the only way an inspector will check the mattress! The defect is very evident if the mattress is pushed down in the bad spot v/s an unused portion ~ however all parties involved will not budge to check the mattress this way, it has to be a visible sinking, which the foam pillowtop is concealing! Lesson learned, mattress companies started putting foam pillowtops on as a warranty loophole! Beware!

We ordered a mattress from Mattress Warehouse at Roanoke/Electric Rd, Roanoke VA . Later next day we decided we would ask if we could change order since mattress had to be shipped from home office or at least from out of town. Called Sunday June 29 and salesman said he had just faxed order in but would call to see if he could change it. 2 hours later he called back and said they refused because they had already put order in their data system. We would have been purchasing something more expensive so why was it denied?

On June 27, 2008 we ordered a Simmons Rock Island King Size mattress set. We were told it would take at least 5 days for store to receive it. On Sunday June 29, 2008 we called several time finally reaching salesman to ask if we could change order to 2 twin size rather than king size. Chris said he had just faxed our order in and would check with them and call us back. Later on Sunday he called back and said they refused because they had already put order in their data system.

We are upset because this does not sound like it would have been so difficult for them to do plus we would have been paying them more money. This would have been so much better for us since my husband has Parkinsons Disease and if we needed to move bed around for cleaning or rearranging room with the twin beds we could have done it without having someone come in to help us. If Anyone can help us please call at 540/977-4810. The store said they would not receive mattress set until Wednesday or Thursday this week June 30, 2008.

Thank you,
Peggy.

Caveat Emptor

Caveat Emptor, two words I wish that I had remembered from my High School Latin class! In December I purchased bedding from Mattress Warehouse on Towne Square Blvd. With limited opportunity to test the bedding in the store we were very concerned that it would be satisfactory. I discussed my concerns with the salesperson who assured me that we would find the bedding to be satisfactory. When I noticed that the receipt was clearly stamped "no refunds", no "exchanges" the salesperson told me "not to worry about it" that "Mattress Warehouse always stands behind their products". Caveat Emptor.

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 purchased two twin-extra-long mattress and boxspring sets on 2/7/08. I arranged delivery for 2/14/08. On 2/13/08 (the day before the scheduled delivery), the manager called to tell me that the mattress I had bought and paid cash for was a "special order" and would have to be ordered - THAT DAY (13th) - had not been ordered the day I made the purchase, and that it would take "at least 10 days" to get in. After a bit of discussion, the manager agreed to refund my delivery fee to "make it right". She indicated that I could "stop by any time" for my refund. It's been 10 days - no phone call - so I visit the store (30 minute drive) to inquire and pick up my refund. The sales girl could not tell me where the mattresses/boxsprings are. A phone call placed to the warehouse resulted in her leaving a voicemail to inquire about my mattresses and I was told that only a manager could refund my delivery fee - and, of course, she couldn't tell me when there would be a manager on site. I left empty handed with no information. It's been a couple of hours since I was there and still no phone call (she promised to call me as soon as she heard from the warehouse). I've been without a bed for 2 weeks since I removed my old mattress & boxspring to make room for the new ones. If you fall for one of this company's sales deals - be prepared to be misled and jerked around.

Mattress Warehouse (SleepHappens.com) - www.sleephappens.com

I entered the Mattress Warehouse store in Easton, Maryland for the first time August 31, 2007 and selected a mattress, a spring and a bed frame which also included head and foot board. The sales person named S added up all the charges; a total of $1,889.99 in which I paid the full amount out of a personal check. I was told the delivery date was going to be Tuesday Sept. 4. Tuesday arrived and on the same day I received a phone call from S letting me know the delivery date was changed to Thursday, Sept. 6. Thursday arrived and right before delivery, I received another phone call from S, informing me, the delivery truck loaded up the wrong hooks and bed rails from the bed I just purchased. When the delivery man arrived he had no knowledge that anything was wrong but asked me what I wanted to do with the remaining spring and mattress. I told him he should leave them with me since I didn't have a bed to sleep on and had already paid the full amount. On early Friday I found a phone message on my cell phone from the previous evening from a woman in a Frederick Maryland warehouse store informing me, the bed frame I just purchased a few days earlier has been discontinued. The message said I also needed to return to the Easton store to talk to the sales person and try to figure out what to do. I did. I returned to see S. I told her about the phone message which surprisingly enough she didn't know anything about it. She also added the store made a mistake in regard to the price. The head and foot board I purchased a few days earlier costs more money. She told me the mistake came from the store, and it was not in anyway going to interfere with the original price I had already paid. I told her I really liked the bed frame I chose from the beginning, and wondered if it was possible to have the one from the sales floor display. She responded it was fine and that in addition I might end up receiving, 50 to a 90% discount (if approved) since the head and foot board frame had a few scratches. The frame was delivered without any problems the same day Friday Sept. 7. I called S back two days later wanting to verify about the refund. She reassured me the refund of about $300.00 was approved by her district manager and that I should receive a company check within a few weeks. Close to a month went by and I still did not receive a check. I called back the Easton store once again on September 28 and this time I spoke with store manager Mr. JL who had no knowledge of who I was and what the situation was all about. Saturday October 6, I finally decided to pay a personal visit to the store and asked Mr. JL to write a 300.00 dollars check refund directly from the store. After all, back in August, I did pay the full amount of $1,889.99 to purchase the items, why would a 300.00 dollars check from the store become so difficult to disclose? He told me it was not possible. Mr. JL advised me to speak on the phone with district manager KK who knew very well about the refund as well as the fact that he authorized it (he gave me an authorization number) but gave no apologies what so ever about the whole situation; in fact he refused to give me any guarantees, saying: "after all I've still gotten a good price". On October 22 I finally decided to call customer service and asked to speak with Mr. KK once again to hear what the company excuse was about this time. I left him a voice mail message informing him I still did not receive the $300.00 refund check and to give me a call. He never did. October 24 has arrived and I am still without the refund I was promised verbally and in writing. I called Mr. JL again Tuesday October 23 whom sounded more clueless than ever, didn't have much to say and was annoyed by my phone call. I just wonder; a normal letter or a package sent to Europe (France, Italy, and/or Germany) takes no less than a week and a half to arrive, how can a check in a form of a letter, sent from the same State be so difficult to arrive? There is only one obvious answer; it's called arrogance, unprofessionalism, no knowledge of the importance in building a good/honest consumer/business relation. In plain words this is a business who displays a - could care less attitude-. What would a business such as this be offering to a nice town like Easton? Nothing positive!