Complaint Rating:

Company information:
Mattress Warehouse
3632 Lee Hwy., Arlington, VA
Arlington, Virginia
United States
Phone: 703-243-8974
sleephappens.com

Let me start by saying this is the first time I've posted a complaint about a retailer, but I felt it was necessary to get the message out there. I have also received a full refund.

I bought a whole bed set back in late February 2009. At the time I specifically asked and requested for a delivery date of May 23, 2009. They of course agreed, but said they could not give a specific time. I was OK with that.

Each month I called the store to confirm delivery on May 23. This also includes calling at 5:47pm on Friday, May 22. Each time I was given a verbal confirmation and that I should expect to receive a call on the morning of 5/23 with the time window.

By late morning on 5/23 I had not received a call so I called the store. After a few calls back and forth they "found" my paperwork and said their had been a mistake and my bed would not be delivered on this day.

I was livid and acted irrationally in my tone with the store, but had every right to be upset as they were not being helpful whatsoever. After several calls back and forth, I said I would gladly accept an alternative date, but want to be compensated for the trouble. Here is where things get even more interesting.

They need "approval" for a refund, but could get me $100 off and deliver the bed on Monday. I said "ok". Well, they come back and said Monday is not available. I went into the store on Monday to try and settle things, but was told they could not do anything because corporate was closed. So essentially my bed and money were being held hostage.

On Tuesday I went back into the store and they negotiated to give me $200 off and deliver the bed on Wednesday. I said OK and wanted it delivered that AM (no problem - not so fast). The deliverers called me on Wednesday to say delivery would happen in the afternoon. I said that was not acceptable and I would need to cancel the order.

To make a longer story shorter. It was like pulling teeth to get a refund. They said several times that corporate/district manager needed to approve this and it would take 2-3 days. I finally issued an ultimatum and went to the store threatening to not leave until the matter was dealt with. They said the receipt says "no refunds", I said the receipt says delivery on "May 23, 2009 and you did not follow up on that end of the deal". Ultimately they issued the refund and we parted ways.

I suspect most people have a good experience with Mattress Warehouse and I'd like to think they are good people, but the operation is not run well. Getting through to the corporate office is nearly impossible (you are on hold for at least 10 minutes and they it goes to a voicemail of their "best customer service agent"). The stores aren't give the power to make decisions (so they say) other than sell beds. On top of that (and this was my mistake), the guy we bought our bed from told me he "hated his job" at one point while we were trying to get money knocked off the bill for their mistake.

I have since taken my business to Sears and the whole process was flawless. The sales rep was outstanding, their delivery center called each day (automated) to confirm delivery date, and I received a call the night before confirming my delivery window. I would recommend Sears to anybody looking at beds. At least the Sears in Fair Oaks Mall. Ask for Jac!