Mattress Warehouse / SleepHappens.com review: company in denial of fraud 12

Our box spring arrived dirty with a gash on one side. The delivery men called the warehouse representative to report the damage and the rep. offered us $100 to take the box spring as delivered. We agreed and were told the check would arrive in 4-6 weeks. After 6 weeks, we began calling customer service, the district manager, etc., but no one returned the calls. Eight weeks later, no check and no returned calls. We will end up picketing the store.

02/12/09 me & my wife went herndon mettress warehouse(store-16) for buy two set's(mattress & box one set) twin mattress.The salesperson ALESHA ah4966 she show us every kind twin mattress with price then we choose one twin mattress and ask her price she told us $99.99 p/set(mattress & box)then i tell her today before 9 pm we'llcome again for make order but we can't go there but next day 02/13/09 at 12;21 pm i went that same store and tell ALESHA i want to make two set's order, she show me again and told me the same price $99.99 p/set and she told me she need more than one week to give delivery i say ok i have no problem then she make two set's twin mattress order(order #160792, store;16, device;1601)and charge my card .i pay it cash for two set's $209.98 including tax .Delivery i take myself.then she give me c.card charge receipt and customer copy receipt thn i came out.After 7 houres letter she call me and told me that she can't give me my ordered two set's twin mattress.also she told me you have to pay more $209.98 for two set's otherwise you have to take money back .i don't know whats going on.she tell me price i pay right away but now she told me like this.steel i have money receipt.i don't know what she doing.now i want your help and want my orderd two sets twin mattress which one we choose.
Thanks
Mustafa kamal

I was promised a refund of delivery charges on May 20th. The individuals doing the delivery were quite rude and it took a long time to get delivery. I was told that this would be processed and a check would be mailed, as I had paid in cash. Over the next few weeks I called several times and someone would not check on it, but told me to wait 8 weeks. Then, I found out that it had been mailed to the wrong address and returned, which is strange as my mattresss was sent to the right address. I have called about 7 times over this two month period and every person I talk to feels the need for me to explain why I am getting a refund. I called Tuesday of last week and exaplained why and the person told me that he would issue the refund and that I should receive it in 4 days. However, I did not. I called on Saturday and he said the corporate office was closed and to give him until Monday. I called back today, Tuesday, and talked to someone different - who is always quite rude. He wanted to know why I was getting a refund and said that he didn't know why they would issue a refund unless I had picked it up. I told him that they were rude and a bit of the story and told him that I didn't really understand why I had to justify this each time. I have also been promised several times that a manager would call and he has not. Today, I was told that they do not have a direct number for the corporate office and that he was not able to give me the phone number of the manager. He started raising his voice, while I did not. He said he could not help me and would have the manager call me. I asked if he had my number and he said yes. I said ok and he just hung up the phone! I am told something different each time I call. I am filing a complaint with the better business bureau after two months of being treated like a criminal by the mattress warehouse store of lynchburg va.

My story with Mattress Warehouse concerns some questionable salesmanship, incredibly restrictive return policies, dreadful customer service and an inexplicable management philosophy. I would strongly recommend not buying from them. After a $300 loss, I went to Mattress Discounters nearby and had a very positive experience.

Summary: I stopped into Mattress Warehouse in Cockeysville, MD to buy a twin pillowtop mattress. I looked at one for $1, 000 and quickly requested a lower-priced model. The next one I saw was comfortable and had a soft top, or so it seemed. I didn’t think to confirm it was a pillowtop. I bought it, missing the sign on the wall that said no returns. When I got home, my wife and daughter said it wasn’t a pillowtop, so I returned 19 hours later with the mattress in its original packaging. The assistant manager said no returns but he assumed an exchange was OK. That’s what I was planning to do anyway, so that was fine. But when I finally spoke w/the manager – who sold me the piece, BTW – he said absolutely no exchanges either (what business outside of fresh food does this, when they can immediately resell the product AND still make the sale?). He said it was corporate policy and gave me their number. I called and finally got the district manager’s voice mail. He didn’t return the call, so I sent the CEO a letter (see below), saying I needed a resolution w/in a week or I’d have to buy another mattress. No call from him or anyone else. Case closed, at least from their standpoint.

Not from mine, however. I may be out the money, but I hope I can save others from a similar fate.

Here is the letter to the CEO of Mattress Warehouse - http://docs.google.com/View?id=dd9g28wk_9hkv5qngk . After the dreadful experience, I shouldn’t have been surprised by anything but still - what company wouldn’t at least have a middle mgt lackey call and pay lip service after getting this? I was so frustrated by their rigid return rules, stubborn refusal to talk to the customer and lack of business acumen, I wrote a poem based on the fateful trip of the castaways to Gilligan’s Isle - http://docs.google.com/View?id=dd9g28wk_8fw67bchp. Pass it along if it makes you smile (I didn’t at the time).

I purchased a Sealy queen mattress from this company and within two months it was sagging so bad. I went thru the warranty process and they sent out a so called independant third party to check it out. To make a long story short they were not going to honor my warranty, saying the sag not bad enough yet and to wait a few more months and retry. LOL I don't think so. My advise to all of you that have issues and I see that there is alot, do what I did I went into the store after doing my homework. contact the BBB and get the # of complaints. I informed them that I would be along the road in front of the store with my sign regarding their products and lack of customer support. The manager informed me I would be fined, however I informed her I checked with the local police, and as long as I am not on their property or my sign does not contain profanity, I am well within my rights. After leaving the store and driving the 10 mins home, the manager had already phoned my home saying they were going to bypass the warranty and replace my mattress, it was delivered one week later. DON"T TAKE IT LYING DOWN, FIGHT BACK it worked for me.

I bought a bed with a 10 year warranty in August of 2017. By the time December rolled around the mattress had 2 dips in it, it was lumped up in the middle and the corners were higher than the rest of the mattress. As a side note, from the day it arrived every time we got in bed the box spring sounded like all the wood was about to break. In February of 2017 I began calling the main office in Frederick MD to no avail. I NEVER got a person on the phone and no one EVER returned my calls. My daughter got involved on my behalf because I work outside the home and she had the time to send emails and make the phone calls - even going so far as to visit her local Mattress Warehouse store. In May we finally got someone out to inspect the mattress and record the 2" dips in it. Five weeks later she went back to her local store and was able to involve them in getting a "Letter of Replacement" faxed to us. Whew!

Now all I had to do was take the letter back to the store of the original purchase. Easy enough and after paying $65.00 the replacement delivery date was only 3 days out - good deal? NOT !

Clear the way, remove everything from the bed and wait and wait and wait. I work at night so I sleep half the day. I had to take 2 phone to bed with me so they could call to tell me what the delivery time was. At 2pm that day I called the store to see if they could shed some light on when the new set was to arrive. I was told the main warehouse claimed they never received the faxed replacement paperwork. How convenient - for them!

So - today I sit here waiting again. I should be asleep because I have to work tonight. Again no one wants to answer phones and again I found someone helpful, not in the store of the original purchase but the store in Frederick. He told me to call the Customer Service phone number and as soon as the automated system answers press double zero and an actual person will pick up. It worked and they say the new bed is reallly coming today 6/29/09. I won't hold my breath.

I'd be willing to bet there are a lot of people out there who have purchased beds from Mattress Warehouse and have had no issues at all. I'm only advising that BEFORE someone else purchases a bed from them - DO YOUR HOMEWORK. This company DOES NOT CARE ABOUT YOU. Once they have your money it's all over unless you're a real fighter!

I have also had a similar experience as you concerning Mattress Warehouse. I am filming a short documentary about this companies corruption. If you are interested in telling your story contact me at robertg91173@gmail.com. We will be filming sometime next week in the Frederick/Hagerstown, MD area.

I am on my third mattress in one year from the same store location. It is true that this is a faulty product that has been ongoing since at least the year 2017, but the store owner cannot be that ignorant to not know the faultiness of this particular mattress from this particular company. This would indicate with the foreseen knowledge, that the store owner is just as guilty for selling a product that should be removed from the store all together until the defectiveness has been corrected.

Go to Mattress Discounters they were very excellent to deal with.

You’re so stupid, a typical uneducated customer. Where were you brought up? ALASKA? or maybe Afghanistan?
The stores sell the merchandise, they don’t make it. Also, the warranty is with the manufacturer, not the STORE. What you did was ignorant.
You were losing sales for the store, so the store manager or someone probably decided to eat the cost of a mattress in order for you not to kill the store reputation.
You were supposed to contact the manufacturer and dispute it with them.
Its like you trying to sue the dealer or the body shop that installs, let say a headlight. And 2 months later you claim the headlight is not as bright, you don’t go back to the shop and blame him for selling it to you. If the manufacturer says its normal then you take it up with the manufacturer. You don’t sit in from of the dealership with signs protesting.. this goes back to the uneducated part..

My 2 cents

Boy, isn't that the truth. I bought a bed from The Bed Store franchise in Knoxville TN. Got it home and 30 minutes after laying down we noticed how uncomfortable it was because we were both sinking towards the center and there was no body support. We didn't sleep most the night with a bad back ache the next morning. I took it back to the store and they couldn't care less. A $900 bed that felt worse than my really old worn out bed. They said I could buy another bed from them at a discounted rate and to sell my bed I just bought on the internet. They had their money.

Sounds like you may have been lied to. If this is a scam, the idea is that once you have given them some money, you will probably give the rest. Get a refund on what you paid and shop elsewhere--that is what I would do.