Complaint Rating:

Company information:
Glen Burnie, Maryland
United States

I bought a bed with a 10 year warranty in August of 2008. 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 2009 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!