Menu
Mattress Warehouse / SleepHappens.com
Mattress Warehouse / SleepHappens.com Customer Service Phone, Email, Contacts

Mattress Warehouse / SleepHappens.com
reviews & complaints

www.sleephappens.com
www.sleephappens.com

Learn how the rating is calculated

2.6 57 Reviews

Mattress Warehouse / SleepHappens.com Complaints Summary

23 Resolved
34 Unresolved
Our verdict: Dealing with Mattress Warehouse / SleepHappens.com, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
Verified
The authenticity of the customer service contact information for Mattress Warehouse / SleepHappens.com has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Mattress Warehouse / SleepHappens.com. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Mattress Warehouse / SleepHappens.com reviews & complaints 57

Sort by:

Newest Mattress Warehouse / SleepHappens.com reviews & complaints

ComplaintsBoard
B
6:33 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Mattress Warehouse / SleepHappens.com comfort guarantee

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.

Read full review of Mattress Warehouse / SleepHappens.com and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
S
S
Sarah Koo
New Oxford, US
Sep 21, 2010 10:41 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

There's 30 pages of complaints against mattress warehouse on consumeraffairs.com . I was just looking through them because yesterday my sister, after extensive rudeness on the part of the "district manager" over the phone, was actually physically assaulted by the crazy saleslady after she finally signed a return slip for some bait-and-switched mattresses (because Capital One agreed they'd take care of it once she got signed proof of a return).
Another customer overheard how rude the lady was being to my sister, but on the way out of the store, she asked my sister what was going on, so my sister told her about them giving her completely different mattresses than were on the floor when she paid. The customer then walked out, and after the saleslady tried chasing her, she then ran after my sister, cussing, screaming, foaming at the mouth, etc. and yelling at my brother-in-law and myself that she didn't like where we were putting them (touching the "real mattresses" ?) and to put them by the door, There was nowhere to put them without blocking the backdoor and by this time my sister was pissed so she dropped a mattress on the ground by the door (a whopping 3 foot drop). The lady started screaming "We're not accepting them now!" and started shoving and wrestling my sister to get back the signed paperwork. Her husband got between them and called the police but only got it documented rather than pressing charges. I'd love to hear her side of it- last I saw, the officer went in to speak to her and we left! http://www.consumeraffairs.com/furniture/mattress_warehouse.html

Andrew Perring
Andrew Perring
Frederick, US
Mar 25, 2010 11:47 am EDT

I’m not an employee of the Mattress Warehouse Company, nor have I ever bought a mattress from their store. I just own a small printing business and to me it seems that the mattress I bought over 10 years ago still suits me just fine. I just wanted to add a comment to the complaint regarding a verbal agreement.
Mattress Warehouse may have promised you one thing or another, but unless it was written down on the contract, common sense would tell you that it’s not part of the agreement. However, it works both ways. If the sales person would have mistakenly written that you had a 30 day exchange guarantee on the contract, I’m sure you would be able to return it, because you have it in writing on the contract. Were else in this world can you go to a store or dealership, agree on a purchase, get it in writing and then come back a few days later and expect something different then what was written on your contract? I could see them giving you something like pillows that might have not been on the contract or bed sheets.. but something like switching out a bed.. I don’t see how they would honor the verbal agreement. I didn’t even think beds could be returned.
If you look at it from a Corporation’s point of view, there is no way for anyone to know what was said at the time of purchase and at the time the contract was written up. That’s where they saying came about “he said, she said.”The only thing that can be used is what was written on the contract at the time of purchase. One other thing I noticed was that they do have an “A” with the BBB (http://www.bbb.org/greater-maryland/business-reviews/mattresses/mattress-warehouse-corporate-office-in-frederick-md-8010016 ), so it would seem that they must be doing something right. I would like to end my comment with a thought..
If you owned a business and customers told you on a regular basis: “the last guy told me…” wouldn’t you put in place some kind of policy that keeps them from doing that?

View 0 more photos
ComplaintsBoard
G
8:11 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Mattress Warehouse / SleepHappens.com no return for any mechandise leave the store

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

Read full review of Mattress Warehouse / SleepHappens.com and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
Andrew Perring
Andrew Perring
Frederick, US
Mar 25, 2010 10:17 am EDT

I’m neutral to this complaint, but the “No returns” policy makes sense. I understand that Mattress Warehouse does not accept merchandise back, and I think this is a great practice. This way, when I come into the store, I know for a fact that I am not going to get a pillow or a mattress that someone else had possession of before me. I would never purchase a mattress from a place like Walmart knowing that they will allow you to return personal items. We all know that as long as it’s in sellable condition, they will just put it right back on the shelf and someone else will purchase it. Nothing wrong with Walmart, but when it comes to bedding, I tend to go to other places. I feel comfortable going into a Mattress Warehouse and getting a new sleep set, or pillows knowing that no one put their dirty face on it, or slept on it for only a day. But all things aside, I bought a Simmons from them about 3 months ago, and they did have a sign saying “No returns” and it was also written on the bottom of my invoice that was given to me.
And it’s weird, but when I went to check out the BBB ratings for Mattress Warehouse by going to the same link that was provided, they had a rating of “A” so I don’t know where the “F” came from, but they sure know how to make customers sleep well.

ComplaintsBoard
P
11:32 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Mattress Warehouse / SleepHappens.com no refunds

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!

Read full review of Mattress Warehouse / SleepHappens.com and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
D
D
DealerThat Cares
, US
May 11, 2011 6:24 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Well, i would say, be sure to read all things on anything that you sign. EVEN THE SMALL PRINT.

ComplaintsBoard
M
6:25 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Mattress Warehouse / SleepHappens.com poor beds, poor warranty & poor management

I bought a bed(set) worth $1200 before I had my shoulder's rotator cuff surgery. I needed a mattress that will give support for my shoulder and relieve potential pressure from the surgery. The bed was delivered a week before the surgery and two days later my back was starting to hurt and achy. I immediately c0mplained to the store reps but to my dismay I was told that there's nothing they can do about it - that means I had to fight with Mattress Warehouse's corporate office to make a complaint.

One, the store reps did not tell me that their store policy does not replace items or refund your money or won't even allow exchanges even when their beds give you medical problems. I weight less than 100 lbs and there's no way my body weight can make 6-8 inches of body impression on the mattress unless the mattress is defective. Mattress Warehouse declined my request to exchange the bed because they claimed there's nothing wrong with the bed. It has caused me back aches and my shoulder is swollen each morning I wake up.

DO NOT BUY BEDS FROM THIS COMPANY, THEY ARE HORRIBLE TO DEAL WITH, THEIR CUSTOMER SERVICE DEPT CANNOT BE REACHED & THEY HAVE NO COMPANY POLICY TO MAKE THEIR CUSTOMERS SATISFIED/HAPPY WITH THEIR PRODUCTS & SERVICES. MATTRESS WAREHOUSE SHOULD BE CLOSED OUT OF BUSINESS!

Read full review of Mattress Warehouse / SleepHappens.com and 2 comments
Hide full review
2 comments
Add a comment
S
S
shafin
Dupont, US
Feb 02, 2010 5:27 pm EST

Try getting warranty enforced from Sealy! I filed a warranty claim one month ago, no response. Called customer service million time, no response. The warranty is nothing but scam. And I was supposed to have 10 year warranty for my starens and fosters! Fell apart after 2 years. Even the store who sold the mattress (Levitz) ran out of business. Next time I am going to Costco.

J
J
jimmyjoebobby
, US
Nov 17, 2009 7:34 pm EST

You picked it out and paid for it so you should have to keep it. If you wanted a no hassle return policy then you should have purchased at Wal Mart but I doubt you'll find a quality product there.

FYI I dont work for Sealy or Mattress Warehouse

ComplaintsBoard
C
3:55 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Mattress Warehouse / SleepHappens.com failure to honor warranty claim

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.

Read full review of Mattress Warehouse / SleepHappens.com and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
Y
Y
Yeah Right, Ha Ha!
Midlothian, US
Nov 10, 2011 12:16 am EST

Who the hell types this stuff up? The people defending Mattress Warehouse probably work there, and the complainers probably work for their competitors. If you believe either side, you're just another ###ic customer.

-signed, Someone that sells Mattresses!

M
M
Matt 3214
christiansburg , US
Nov 04, 2009 2:26 pm EST

great service

M
M
Matt 3214
christiansburg , US
Nov 04, 2009 2:24 pm EST

I had bought a mattress from Mattress Warehouse in Nov of 2008 and had some problems with it sagging, I went to the store and asked them if I could do a warranty exchange, the girl at the store was very helpful and explained the procedure and helped me and my wife fill out the forms. the process is a long process though it took about four weeks and i was worried if I was getting the run around and ended up talking to the district manager Mohemad, he was very helpful also and made some calls to speed up the process. We went to the store to reselect a mattress and he made sure that he was personally available to help us reselect. We did have to spend a little bit more to get a better bed but we love it. It was every penny worth it.
We have had better service from this retailer than anyone else.

ComplaintsBoard
F
1:51 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Mattress Warehouse / SleepHappens.com bed delivery

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!

Read full review of Mattress Warehouse / SleepHappens.com and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
T
T
TeaTee
, US
Jun 25, 2009 1:15 pm EDT

I'm speechless. I'm going through the same delivery dilemma with Mattress Warehouse Kentland, Gaithersburg, MD. I really like my mattress Sealy TrueFoam but the box spring was first deliveried with a torn fabric. The second delivery was suppose to take place 2 days later but it was not in the system. I called the customer service line to find out when my delivery would take place no one answered. I left a message no one returned my call. I ended up staying home the next day to recieve a another box spring but it ended up having a small hole in it. I have a delivery on Saturday and I hope it will be the last.

I wish I would have seen this post before I went to Mattress Warehouse. I will not recommend them to anyone. I'm blown by the "No Refund No Exchange" policy. Which you don't see until you signed the reciept. I should have went to Sears like I planned. I guess you get what you pay for.

ComplaintsBoard
C
12:02 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Mattress Warehouse / SleepHappens.com unscrupulous, unprofessional practices

Below Please Find Numerous complaints about Mattress Warehouse:

Charlene of Louisburg, NC May 13, 2009
Arrived to this location to purchase a mattress set for my brother and law. The young sales man that was helping me was super professional but the store manager Janita was unnecessarily rude, curt, abrupt and down right nasty in manner. The first interaction the young sales guy wanted to check the total pricing of the queen mattress set, with delivery to Maryland (ordering from N.C.) and tax. Her reply was loud, harsh, and she was extremely rude as if she did not want to be bothered and didn't give a damn if I purchased anything or not...very bizarre.

In any even, the price sounded right so I phoned my partner to see if this is something he wanted to do. He asked me to ask them if this price included the frame and if not what kind of deals could they get us on frames. Lord in Heaven have mercy, this very simply question sent her over the top, yelling, shouting "YOU ARE ALREADY GETTING IT (MATTRESS) FOR FREE". At this time I looked at the sales guy and shock my head, while stating to my partner, (who was simultaneously asking me what is she screaming about?) "No, I'd rather go to the Room Store, pay an additional $20.00 dollar's rather than give this Nasty ### (yes, I went there) a dime".

As a began to leave, the store manager wanted to have the last word by shouting at the sales guy who was walking and talking to me, to "Leave her alone, let her leave, you don't need her sale", then she started addressing me saying "Leave the store, get out, go to the Room Store, Bye-Bye-Bye hope you have a nice day". I was so fed up! What the hell is all of the hostility for? My goodness, gracious! I turned around and asked her to stop being a smart ###...she started yelling at me again to leave and I took out my cell phone and said you know what, you want me to leave then you call the cops and let them make me leave...I was pissed!

We both phoned the cops. The cop was super nice, and told me that Janita wanted to place me on a Do Not Trespass List because I wouldn't leave the store when she asked me to. Of course, I signed my name, I had no problem doing that because I "WILL NEVER SHOP AT ANY MATTRESS WAREHOUSE BRANDS". I have yet to hear from anyone, district manager Kenny, anyone from corporate. They do not micro manage the store manager's practice and as a result it is substandard, disrespectful and a complete mess.

Let me tell you that God is Good. I not only purchased my Queen size mattress set at The Room Store but after telling them about my ordeal they gave me 10% discount off, the Sealy Posturpedic is a better set than the one offered at the Mattress Warehouse. When I asked about discounts for the frame they didn't jump down my throat, the simply told me that yes, they can also give me a frame for $20 dollar's off, stating that at The Room Store, when you purchase a mattress set and frame they will give you $20 dollar off of the frame...how nice.

Princess of Raleigh, NC April 28, 2009
On April 7, 2009 I bought a Simmons Beautyrest classic mattress set. It was a buy one get one free deal.I choose a twin mattress same brand for the free one. Before purchasing I asked the sales rep "Could it be delievered the same week " because I had no mattress at home and needed them ASAP. He said "yes" and scheduled a Friday delivery date 4/10. I also ask that if I am not happy with the product could I return it. He said "yes" we stand behind all of our products and we have a money back gurantee policy. I asked for it in writing. he showed it to me but said that he did not have an extra copy and I could come back and get the next day. He also said their mattress once returned are sent back to the warehouse in MD and destroyed. Adam also said that exchanges were welcome. The company would do whatever to make the customer happy.

So, I made the purchase with my credit card $929.00.The next day Adam called and said that he made a mistake and the mattresses would not be delievered until next Friday 4/17 and the price I paid was wrong but because of the inconvience the store would honor the price. His boss Crystal (store manager) was on the phone as well and said that Adam was new.Apparently for the buy one get one free deal you had to purchase a mattress that was $1399 and up my mattress was on sale for $799.00. Crystal said we are giving you a great deal. This was all on the telephone. I said "okay".

The next day 4/9/2009 I went to the store and told Crystal that this was not acceptable I need mattresses now.I ask for my money back since the purchase was barely 48 hours and they had not even submitted my order because she said that she was just getting ready to submit it when I walked in the door. i said well if its not even submitted yet then why cant I get a refund and she said we have a No refund policy but I will give you 2 mattresses to choose from that we have in stock and can be delivered tomorrow. At this point I am frusturated and I said Okay. I picked a Serta Pillowtop and a Sealy for the twin because that's all they had in stock.

The serta was okay but I liked the simmons better but it could not be delievered until the following week. i am starting to feel like I am in a no win suituation. she gave me a exchange invoice and kept my orginal invoice from the orginal purchase.The next day 4/10 the mattresses were delivered and appeared to be fine. I signed the received form. That night was a sleepless night. I felt like I was lying on bricks. The next day i went back to the store and told Crystal this is not the same mattress as the one in the store. The one in the store was really plush mine is hard. She said well ours are worn in all new mattresses are hard. If you are still unhappy on Monday then you can file a warranty claim.

I said well what about the money back gurantee policy that the store has and she said Oh that is only for mattresses that cost 1400 and up not on sale mattresses. I then demanded a refund and she refused it once again. On Monday 4/13 when I was changing the linen I noticed a ripped in the mattress. I reported this to the store and took a picture and Crystal said that it is a warranty issue and Mattress warehouse is out of the equation at this point. I have now filed a warranty claimed with Serta. This is the biggest diaster. I cant find a number for their headquarters. On 4/28 I have been told my claim has been denied. Now I have to buy a new mattress.

Joni of Sykesville, MD April 26, 2009
On l2/31/08 I purchased a full mattress and boxspring at Mattress Discounters a few minutes from our home. We picked up the mattress and boxspring ourselves to avoid delivery charges. Four months later my son sat on the the bottom edge of the bed. The boxspring completely cracked in half and he went to the floor.

I called the store and they said I had to submit a claim on line which I did. They said they would give us a new boxspring BUT the new box spring had to be returned and new one picked up (not where we bought it) at their warehouse in another county. They would not let us return the box spring to the original location we bought it from. We could not travel to another county so they told us there would be a 65.00 pick up fee for the broken mattress. Well we paid no delivery fee for this so I think they should be responsible for the fee if they wont let me return to original store. I cannot get it to the warehouse. Therefore, I am stuck with a broken boxspring which we will try to fix. I have purchased many mattresses and never had this problem. Never again will I purchase a mattress from Mattress Warehouse

Anne of Lancaster, PA April 20, 2009
In January my husband and I bought two mattresses and box springs and a headboard and foot board. The day of delivery we received everything but the headboard. We called that day spoke with Mike and he said it was on back order it should be two more weeks until we get it. Two weeks have past we decided this time to go in. We spoke with Mike again. He said it was up to us if we wanted to stick with the style bed we ordered the in a week or two there will be a delivery to the warehouse of the Isabella beds we or we could pick out another bed. We told Mike that if the Isabella doesn't come in we would take the Emily. Once again we got nothing and he did not call us back.

March 16 we went to the Mattress Warehouse on Lincoln Highway in Lancaster, Pa. Spoke with Mariam aka manager. My husband and i complained to her about Mike and him not returning phone calls. She stated she was going to have a talk with him and went ahead and ordered the Emily. She had the delivery date March 19, 2009. We were to get a phone call on that morning for a delivery time. Once again we received no phone call. I called and spoke with mike later on that day to let him no that the bed was not delivered. Of coarse he said he would call me back which he didn't. I called back and Mike said the do not have the Emily in the warehouse that we could wait or get our money back. I told him we want our money back but since we paid cash we had to wait until it went through the corporate office that it would take two weeks.

Three weeks went by I called Mike again to let him know we have not gotten our money I asked him to have the manager to call me back, in fact I have noted on our receipts that I called three different time and dates for a manager and no one called me back. Two more weeks went by my husband decided to go in to the store two more weeks later and spoke with Miriam again she decided him saying she never saw him and my notes of requesting her to call me back stating she would have called me back. Of coarse at this time my husband is getting upset. She told him they don't even deal with cash accounts and when my husband said that was [lies] we paid cash she ended up calling the police on my husband for harassment and trespass.

when the cops showed up she showed my husband a fax from the corporate office saying our money was in the mail. We should get in a week. A week went by which was last week from this date and the girl who wouldn't give a name said we should get it by that Friday. Today April 20, 2009 at 11:10 am I spoke with Miriam again and told her the she told my husband two weeks ago the money was in the mail and we have not gotten it yet! She told me she was going to call corporate office and call me back it's been an hour and she has not called back. We are complaining to better business burrow and emailing our local news WGAL for them to investigate.

With the way the economy is today not getting our money has hurt us with bills. I am on disability and my husband had lost his job so we are low on cash. It has been an inconvenience to our lives our bedroom is not what we had hoped it would be. And the EMBARRASSMENT that they put my husband in by calling the police and having him sign a harassment and no trespass contract when he did nothing wrong and just wanted what they owed us back.

Melinda of Baltimore, MD April 9, 2009
We read bad reviews about this place before we went, but did everything we could to make sure we didn't get taken advantage of like the others. Here's what no one could anticipate: We spent over $3100 on this bed. We bought it Feb. 18th and scheduled delivery for April 4th. We waited all day on April 4th and it never came. Around 6pm, I called to find out what happened, and was told that the mattress was out of stock and would not be coming that day. They played nice and gave me a $100 discount for my trouble and said they would call me later to arrange delivery.

On Tuesday evening I came home and found the bed all set up in my bedroom. My husband and I had been at work, so I can only assume that a construction worker had let them in (it's a new house). The problem? A huge hole in the fabric on the top of the (unflippable) mattress (photos below). I called the store, and they said they would put in an in and out request (whatever that means) and wanted to know who signed for it. I have no idea who signed for the mattress- it wasn't me. I contacted my credit card company and told them to stop payment until the issue was resolved.

Thursday morning I got a call from the store saying that my in and out request had been denied because the mattress had been signed received in good condition. We aren't touching the bed, so we're still sleeping on an air mattress. They gave me the number to customer service, where I left a message. I feel like I could live with the hole, but if you read the fine print, it voids the warranty if the fabric has any holes or tears. I'll update this review if anything is resolved, but I am frustrated, angry, and feel like I've been taken.

Tonya of Prince Frederick, MD April 7, 2009
April 7, 2009, On April 6, 2009, at around 4:00pm I place a call to your Prince Frederick, Md store and I spoke with a salesperson by the name of Antonio. In our conversation, we discussed styles and prices of Full sized mattress. I asked for the physical location and told Antonio that I would be in to see the mattresses that evening. My daughter and I entered the store at approximately 5:30pm. Upon entering, the salesperson (Antonio), was busy with another customer so my daughter and I looked around the store while he assisted the customer ahead of us. During the time we waited, a Caucasian couple came into the store.

Once Antonio was done with customer 1 I informed him that I had called earlier about the full sized mattress. He did show me the 2 mattresses that we discussed but in the middle of me asking him a question about another mattress, he proceeded to the customers that came in after me and proceeded to help them, leaving my daughter and me standing there looking foolish. I stood there for a minute or 2 in disbelief then I gathered my daughter and we proceeded to leave the store. On my way out, I stopped at the door and said to Antonio, Thanks for all of your help! He didnt respond because he didnt even notice that we had left.

As I sat in my car on the outside of the store very upset, I called back into the store to ask Antonio for his superiors name and phone number. He stated that no one was in charge of him and that he was the senior person at this location. I then stated that there had to be a District Manager or something and that I would like that number. I then told Antonio, that I did not appreciate how my daughter and I were treated and that we came in to purchase a mattress with cash in hand and that he just left us to attend to another customer after only giving me about 2 to 3 minutes of his time. He in turn said that I work on commission and I cant spend all of my time with 1 customer. I then said that I do understand that you work on commission, but you only gave me 2 minutes of your time. The conversation began to go back and forth and I finally said please just give me the number to you superior. He did attempt to give me a phone number to the corporate offices.

Apparently, in my state of distraction, I mis wrote the number. I called the store back but there was no answer. So I called the Annapolis, Md store and spoke with a salesperson by the name of Jim. I asked Jim if he could please help me by giving me a number to the Corporate Office because I had an issue that needed attention. I guess that he heard the pain in my voice and he asked if I was ok. I began to explain to him what had just happened to my child and me at the Prince Frederick, Md store. He offered his apologies several times and said that I or anyone deserved that treatment and gave me the phone numbers that I needed.

I truly believe that I was discriminated against on based on race. I think that Antonio thought that the best chance at making a commission was with the other customers. I came in the store with full intent to purchase a mattress for my daughter on that date. FYI. The couple left after about 10 minutes in the store. I would appreciate it if someone would please look into this matter because no one should be made to feel like I felt when I had to walk out of that store with my daughter on April 6, 2009. We were treated as if we werent worth his time.

Douglas of Midlothian, VA April 3, 2009
We purchased a mattress from the Mattress Warehouse near Chesterfield Towne Center in Richmond, VA during the President's Day Sale on 2/16/2009. The sales person showed us many mattresses and we settled on the Camilla Bay model mattress at a hefty price on sale of $4, 000. We completed the paperwork with the manager, James, and he indicated delivery would be within the next two weeks. Two weeks came and went with no information. We contacted the store several times, but no one answered the phone. Finally, in March we were able to get a hold of James and he stated the delivery date of March 14, 2009. Without any additional notification, we received the mattress on 3/14/2009.

To our disappointment the mattress was the wrong model. We ended up with the Reflection Bay model, one which is about $1, 000 less and a very firm version of the original mattress. We contacted the store that day, and they insisted they had ordered the correct model. We proceeded to go to the store and showed the manager, James, which model we had agreed to purchase on the floor. There was not even a Reflection Bay in their store. At that point the manager admitted he had made an error and agreed to fix it ASAP. Since this all happened on a Saturday, James said he would make calls on Monday and call us to let us know when we would receive the correct mattress.

On Monday 3/16/2009, James called and said that the mattress would be delivered no later than 4/1/2009 and should even be the week before. He apologized for the mistake and said we could use the mattress that had been delivered in the mean time. On 3/30/2009 we still had heard nothing from Mattress Warehouse. When we called James and he said that he would check on it and call us back. He called back our home number (all other conversations had been via cell phone) and left a message that the mattress was scheduled for production this week. Apparently they hadn't even made the mattress yet? And there wasn't one anywhere else they could ship it from?

Since that day we have called the store and the headquarters in Maryland at least twice a day with no success. If the local store answers the phone (rarely happens) James has been away from the office, and we end up in eternal hold at the corporate office. So at this time there has been no resolution. Today is 4/3/2009 and we are heading into the weekend with not much hope. This has been a horrible experience. Not being able to sleep on a mattress for $4, 000 is a pretty bad feeling.

Paying for a mattress that we do not even have. Wife sleeps with kids, and I get the couch.

Jami of Bethesda, MD April 2, 2009
Just did a google search for Mattress Warehouse to call Paul, the Store Manager at the Bethesda MD store. Remarkably, reading this site, we are going through the same thing. We purchased our King Size Simmons Beautyrest Villamoura mattress on March 9th. It was delivered the next day. We noticed immediately that it was very hard. We called the store and told them this. They said that it might take 2 weeks to break in.

We waited a few days and sleepless nights and went in to speak with them. They said that the guy who sold us the mattress was a big guy and liked the mattress we purchased and that perhaps he didn't have the product knowledge, but that the warranty was only for defects and not for comfort. They put in a request for exchange with corporate but it was denied. We have since called and gone back again. We have filed a warranty claim on the sleephappens website. We have been told that we will have a Mattress Investigator call and come to the house and see if the mattress is truly defective. We believe it is.

We have also been told that the Simmons rep will call us. He has not yet called. We just want a comfortable mattress to sleep on. Sleep is not happening with us. We spent over $2000 on a bed that is so uncomfortable we wake up in the middle of the night and in the morning have neck and back aches. We have spent time trying to rectify this. We just want to exchange the mattress for one that we can sleep on.

Jody of Scottsville, VA April 1, 2009

Purchased a 3500.00 mattress & boxspring from charlottesville store July 1, 2008, 3 months after having the mattress, it started to sag, feeling like I was falling off the edge of the bed, by the next month the whole side of the mattress blew out and sunk. Called the store, they advised me to start the appeal process on line, completed the 1st step- questions on line, then they sent an email to me, that there was a 2nd step process, did that (same questions with some information they want YOU to take off the mattress, measurements with a ruler and a string.

I get a call in february from a lady from the Mattress Marshalls, they want to come see the mattress, she comes, flips the mattress, takes pictures, measurements, checks the box spring etc. I get a letter, few weeks later that I can go to the store and pick out another mattress but must pay 65.00 delivery fee or return the old mattress to frederick md. So i go to the store, pick out a mattress on 3/25/09, told the delivery date is tues 3/31/09, I take off work, wait and wait no call on tuesday, I call at noon, the gentleman there does not know why I am not on the delivery sheet and I have to call paul on wednesday, call today 4/1/09, paul does not know why, he states he is waiting on corp to tell him where it is or when it will be on the truck. NEVER AGAIN!

we are still sleeping on a EXTREMELY UNCOMFORTABLE MATTRESS

Sylvia of Chambersburg, PA April 1, 2009
I pay full, and it been two week.Ipay for delivery 65.00dollar Ikeep calling them and they keep telling me the same thing.Ihad these mattress on layaway not even amonth.and they keep giving me the run around.Idon't have gas to be wasting.my cost to my mattress is 741.99dollars.I'm in need of my mattress. Iwill appreicate if you could contact me as so as possible.thankyou and have abless day

I HAVEN'T GET MY MATTRESS.it's nice to pay in full but haven't recievce, nothing yet.

Nicole of Clinton, MD March 30, 2009
I ppurchased a queen size mattress from the Clinton location of Mattress Warehouse in February 08. A week after purchased I called and spoke to my saled person(Carl) and informed him that we were not comfortable on this mattress. We went from our backs hurting on our previous mattress to now are shoulders are bothering us. He informed me that my mattress was a floor model and that it was nothing I could do? I asked him why didn't he explain that when we purchased it? I would never had brought something without a warrenty. We decided to let it go and chuck it up. Well fast forward to now, both me and my husband have been back and forth to the doctors for our shoulders, we both have had Xrays done.

Our doctor informed us that both of us can't be suffering from the same pain and it has to be our mattress. I decided to go back to the store and pursue this thing. I begin by calling the store on March 11th. I first start by speaking with Morris-who has now replaced Carl. He says he will call me back but doesn't. I call the corporarte office and speak to Winston (he is filling in for the District manager who is on vacation-K. Keller) who tells me to call the store back and get my original reciept and file the warrenty but can't promise anything. I call back to the store and get Morris but his conversation is so confusing I decided to go over and do this face to face.

On March 15th we get to the store and search about three boxes for my reciept of which we never find. He finally finds a copy of something that appears to be fraudulent. He too gets concerned and tells me let me call you back after I speak with the original salesperson who has been transfered to another store. I ask for a copy of what he has, he didn't really want to give me a copy but does. He ask me not to share this with anyone because someone might get in trouble. Later that evening he calls back and says its all straight now and he has filed the warrently claim.

On March 23rd I call Morris back to get status of claim he tells me let me check with customer service and get back to you. Nothing! On March 25th and 27th I call and leave a for the district manager (K. Keller) who has net to respond?

Restless night, aching shoulder pain and lower back pain

Patricia of Front Royal, VA March 17, 2009
On March 11, 2009, My daughter purchased a mattress and she paid cash in the amount of $629.99. She was very excited about being able to pay for her purchase in cash which she worked very hard to save. The Manager at the Front Royal Mattress Warehouse, Debbie was very quick to take this young womans cash and promise her a delivery date less than a week away. I also purchased a Mattress Pad that Debbie suggested to protect and guarantee the guarantee, of the mattress, in the amount of $83.99 (this was put on my Credit Card).

My daughter got rid of the bed she had in her room and slept on the floor because Debbie assured her that her Mattress would be at the store to be picked up on Friday March 13, 2009. When my daughter went there to pick it up Debbie informed her it would be another week or so before the mattress would make it to the store for pick up?. My daughter then requested her money back because she did not want to wait another week for her mattress. Debbie informed she could not issue a refund on the spot that it had to go thru the main office, and that she would have to wait at least 3 weeks for her refund, it would be a check of course.

I also wanted to return the unopened mattress pad for the bed we did not receive and Debbie informed use she would TRY but they dont usually give refunds on any merchandise. This made me very mad, to think that a company that was so quick to take the cash and promise a delivery date then back peddle out of the original date just amazes me.

When I got home I read the back of the receipt and it stated that once merchandise is received by the customer it cannot be returned or exchanged, I cannot believe a company actually has the nerve to make that kind of statement what kind of message for customer service is that. In these time of economic uncertainty you would think a company would try and work with the customer instead of working against them and not issuing a refund on unused or unopened items with a receipt. Please post an extremely poor customer rating for this company.

Risha of Fort Washington, MD March 15, 2009
Jan 31, 2009 ...I purchased a King Size Mattress from MW made by Simmons Manufacturing. The bed is hard ... nothing like the bed in the store. I reported the problem 24 hrs after the delivery. I was informed to give the mattress a week to break in ... come in to the showroom a try out another mattress. Then I was instructed that I had to wait thirty days and the district manager would let us exchange the mattress. I called back after the thirty days and was told the exchange would be granted if $ 800.00 more was provided. This is unbelievable they accepted my money and delivered a defective hard pillow top bed. This store has no compassion for the consumer. Sleep is not an option.

My back and neck are sore. I am experiencing sleep less nights. I can afford to spend another $ 1800 for a bed.

Cynthia of Woodbridge, VA March 12, 2009

I purchased my mattress from Mattress Warehouse on November 26, 2008 from the Potomac Mills, VA store. A couple weeks after delivery I noticed the mattress was not anywhere near as comfortable as the one I chose and tested for over an hour in the store. Also, I noticed a sizeable indentation in the mattress in less than a month. I contacted MW offices immediately, a mattress inspection was arranged and conducted in December 2008.

Several weeks later I received notice dated January 21, 2009 that the inspection showed normal wear/indentation and my case was dismissed much to my dismay. I would have thought, at the very least, Mattress Warehouse would offer me the opportunity for a replacement or some sort of restitution, especially with my excellent credit. Not only that, but I also had to deal with your accounting department regarding my account and the erroneous way it was set up initially.

I'm stuck paying $1823.00 for and sleeping on a defective mattress.

Mrs. Kerr of Upperco, MD March 12, 2009
Sale ad read Buy one get one free of equal value. The advertised mattress is no longer available. Salesmen sold me a better bed for the sale price on Sunday. Bed not there could pick up before Saturday, when I called I was told the salesman shouldn't have sold it to me but they would honor it but only for delivery for an additional charge. I disagreed because we wanted to pick it up so Alex told me okay pick up at store on Thursday after 4:00.

Today is Thursday after 4:00 and now I am told it is on back order and hopefully will be there next thursday. I said no give me something else better or equal to, he offered me discountinued items that cost 1/2 the price and low quality. I called another one of their stores and was told it could be delivered to my home tomorrow if I purchased it today, Alex said that is not true and is calling his district manager. I have yet to hear anything back from them, if I want my money back (they already have my money) they could issue me a check in 4-6 weeks or put back on my crecit card in 5-7 business days. They took my money on Monday the day after the sale and I still have no beds. Unbelievable! My children have nothing to sleep on tonight and I am not sure for how long.

My children have no beds to sleep in! We disposed of their beds earlier today to make room for the new ones.

M of Washington, DC March 8, 2009
Bottom-line: Mattress Warehouse, Inc could care less. I had other issues with this company and this is just the latest. Warranty Issue on a pillow top mattress. The stiching is is unravelling around the edges and corners, the pillow top lost conformity/warped, and it dip/sinks by 2. According to Mattress Marshal while writing the report these are warrantyable items. However, when the report came back to me from the corp office there were no warrantable defects found on the mattress.

Gerry of Stewartstown, PA February 7, 2009
I went into this store to check out futon mattresses for sale. I will need one for approx. 6 weeks and then it will go into a guest room. I spoke With Eli, the manager of the store, and he showed me 4 sample futon mattresses. Of course these are only about 2feet by 2feet and one can only sit on them to try them out (a huge difference than actually laying down on the mattress). I chose the Premium King Koil mattress for $179. (interestingly enough, the same mattress is on their own website for $50 cheaper). It had an eggcrate style mattress sandwiched between 2 other pieces of thick green foam. In addition, there were several other layers, very compressed. I was told that this mattress was very supportive.

I later returned to the store and paid for this mattress in full but was told it would have to be ordered. A few days later I phoned the store and was told it was in. My husband picked it up but I did not immediately put it on the futon as I wanted to purchase an allergy zip protective cover for it. 2 days after picking it up, I removed it from the plastic and attempted to unzip the cover which was on it from the factory to put the new protector on it. As soon as I did, fluff started falling out. I unzipped it a little more and realized that there was NO EGGCRATE FOAM IN THE MATTRESS at all- JUST FLUFF AND A FEW THIN PIECES OF WHAT LOOKED LIKE CARPET PADDING. This padding was paper thin when I gently squeezed it between my finger and thumb, providing NO SUPPORT at all. Again, there was no eggcrate or foam at all in the mattress.

I immediately took photos of it and went to the store. Mike was there and I complained to him. I showed him photos and took photos of the mattress (sample) that I sat on/bought etc. He acted surprised. At that point, he checked a similar mattress he had in the back storage room and it was the same way--- all FLUFF and no foam as shown in the sample. I demanded a full refund which he said he could not issue because he was not the manger of the store. He advised me to call customer service and call the manager of the store the next day. I phoned customer service and asked to speak w/ a manager. I was told Melissa was away from her desk but would return in a few moments and would definitely return my call asap. I left a detailed message on her voice mail. 4 hours later and no phone call. I called again, just to be told that she was available. I gave my name and a summary of the story and the previous message I had left for Melissa. After putting me on hold again, the secretary said that MELISSA could not come to the phone and I could leave another message. I chose to hold. I was on hold for 45 minutes and she never returned.

The next day I phoned the customer service number again- same thing- no luck contacting ANYONE at this place. I called the manager of the Shrewsbury store where I bought this fake. I explained the situation to Eli and he contacted his district manager. Of course Mike was supposed to fill him in but didn't. The next day Eli called and said that his district manager said they had gotten a bad batch of mattresses. What a scam. How many other people paid for thick convoluted foam and got fluff? He offered me a free upgrade but I chose to simply get a refund.

I WILL NEVER DEAL WITH THIS COMPANY AGAIN. I HAVE FILED A COMPLAINT WITH THE BETTER BUSINESS BUREAU AND THE ATTORNEY GENERAL'S OFFICE. I have also contacted a local news station since I have great photos of the mattress sample in the store and the one I actually received. I am extremely happy that I rec'd a refund but I am trying to warn other consumers.

Gary of South Riding, VA February 7, 2009
My wife and I purchased a Serta pillow top mattress from Mattress Warehouse in Chantilly back on July 4, 2007. The sales person insisted that it had one of the best warranties in the business that included a 10 year protection. 2 years later the mattress has depressions on both sides to depths of more than 1.5 and has an awful hill resulting in the center.

As a result we are both experiencing restless nights of sleep and lingering back pain. We have been thorough about rotating the mattress with no success in revitalizing its shape. We filed a complaint as it says on the website for MW. It details the process by which we could qualify for an inspector to come out and investigate. In the process, it demonstrates how to measure for sagging (which is the complaint) as well as a check list for support requirements. It mentions adequate support would require a minimum of 5 slats underneath the bed - we have 8.

We more than qualified by the statutes provided in our paperwork and read all the vague fine print to feel safe enough that our claim would be fairly resolved. An inspector showed up one morning to do measurements and analysis. He insisted I leave him alone in the room to work - but I refused since I have a lot of valuables in there. I noticed the tool he was using to measure was inaccurate and requested to look at it closer but he refused. Additionally, he provided no copy of his paperwork or proof that his records or employment were legitimate.

I called MW and spoke with John to request copies of the paperwork that the inspector had but John refused. Even after I insisted, he argued and then spoke with his District Manager who refused to help either. A week later we receive a letter in the mail saying our claim was denied due to Insufficient support as well as a small stain that voids any further warranty. The support issue is incorrect according to the terms on my paperwork. My support structure complies and goes beyond said requirements.

As far as the stain, my paperwork says that any unreasonable stain could void the warranty, but fails to define the term reasonable. The stain to which they refer could be covered up by a coin smaller than a dime. How is that unreasonable and how is does that accelerate the issue of sagging? I spent over $2700 in an effort to purchase a top of the line set of mattresses, and was sold on the warranty only to discover that the warranty isn't worth the paper its printed on. This is as absurd as having a transmission warranty problem with a vehicle only to be rejected because of a scratch in the paint on the door. I have no validation that my inspection was handled by an independent party. As far as I'm concerned, MW is in violation of a breach of contract for failing to comply by the terms established in their paperwork. What recourse do I have?

Sandra of Vienna, VA February 4, 2009
We purchased a king-sized mattress from Todd, who told us that we could make a comfort exchange if we didn't like it. The bed delivered was MUCH harder than the bed in the store. We went back to make sure, and we told him we wanted to exchange it. He told us we had to wait at least 30 days to give it time to soften up. At exactly 30 days we called to tell him it was still hard as a rock, and he said we had to write a letter. We did, and he faxed it to his boss.

From that point no one at mattress warehouse would return our calls. We went back to the store and Todd said they didn't make exchanges but we could try a warranty claim. They refused the claim. The Better Business Bureau got involved, but Mattress Warehouse would not respond to them at all.

We lost over $2, 000 and suffered a lot of shoulder and hip pain and numbness from the extreme pressure on our bodies. We also spent hundreds of dollars on various pads that either didn't help or caused asthma attacks. We finally had to buy a new mattress from another store.

Ada Marie Feffer of Annapolis, MD January 28, 2009

I purchased a mattress from this store in December, soon after I [did] my husband passed away. I was assured by the salesman that the delivery people would move my existing mattress to another room and set up the new one. The delivery arrived on schedule. However, one of the persons delivering refused to move the old bed nor would he even assist the other person with the original delivery. I told him I was assured they would do that for me. He refused again and became verbally abusive, using obscene language.

The other person took care of moving the old bed and I compensated him, as I told them I would do. I reported this abuse to the store and tried to contact the District Manager, K. Keller, but have never heard from anyone to this moment. I then sent an email to their corporate headquarters, but still have not had any reply or apology. Also, I was never offered a free bed frame, free delivery or money back guarantee as advertised. There is no way I would ever purchase anything from this company ever again nor would I recommend anyone else to them either.

There was no physical damage nor any economic impact. I want an apology for the suffering and emotional distress caused by this non-person, Jason somebody.

Lakesha of College Park, MD January 22, 2009

On 8/18/2007, I placed a queen sized mattress, boxspring and frame on layaway at Laurel, MD store. After trying to get back on my feet, studying for the bar and moving into my own apartment, I hoped to purchase my first queen sized bed. Though the price was a bit high, I thought I could handle it. I made several payments and received a call in February '08 from a new manager (can't recall his name) stating that I needed to make a payment by the 18th of February. I came into the store to make the payment and a salesperson named Albert informed me that the bed I originally placed on layaway was no longer in stock. I asked if there were any other beds at the same or lesser price.

After showing me a bed that he claimed was very similar to my original order, I paid another $50.00, BELIEVING IT WAS SIMILAR. Later that late spring/early winter, my mother became very ill and I had to continuously leave the DC metro area. This caused severe financial problems and I called Mattress Warehouse about canceling my order. I was told I'd received a call back and that no one had ever done that before. I didn't believe that because most furniture, mattress stores have refund policies. One may not get the entire amount back but will receive some kind of refund. They do want customers to come back and give other potential buyers recommendations. But, my mother was ill and I had other worries.

I then made a payment for $20.00 on 8/18 after finding a receipt from MW. I then inquired about cheaper mattress sets. After receiving no help, I purchased a mattress set. One that I could afford. I contacted the current manager, Nick and asked for a refund. He stated he'd cancel my order and send it to the main office for a refund on 1/12/2009. He later called me on 1/14/2009 stating that I could not receive a refund and either had to lose $190, continue with the layaway INDEFINITELY (I only have a 1 bed apt and no family in the area) or give the $190 to someone (in effect, lose $190).

Now, my problem is, a multimillion dollar company, how can you treat consumers like this? You gain money from the little people but the little people lose. Who has money to throw away? I certainly do not. You have my money and I am supposed to just walk away? Not issuing some type of refund is unconscionable, ESPECIALLY WHEN THEY DON'T HAVE THE MATTRESS SET YOU ORIGINALLY WANTED. Also, the District Manager (for the Laurel Store) whom I finally spoke with, wasn't very pleasant.

In this difficult economic time, I am out $190 and they have gained $190.

Matthew of Catonsville, MD January 20, 2009

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.

We're out over $1600!

Vivian of Centreville, VA January 20, 2009

I purchase 2 mattresse set from the Mattress Warehouse 4-25-07. With in a year the mattress stated to get sink in the center of the mattress so I rotate to the other end of the bed and that didn't help any, the sink just worse so I contact the mattress warehouse on 3-18-08 and told them the problem I was having with the mattress, because of the sink my back hurt so bad that I can hardly sleep in the bed. I paid $1870.44 for these mattress and they are suppose to have a 10 year warranty not to sink in less then a year.

The mattress warehouse sent someone to check out the mattress and the man that came would not let me stay in the room he said that it would take to long so I left the room. Well in the end I get a letter from Mattress Warehouse tell me that they could not do anything becasue the man found a stain on the mattress the size of a dime and that voided out the warranty. I don't think that is fair when I have a 10 year warranty on the mattress for support and this is a firm mattress. The saleman Steve told that it has a 10 years warranty so why is it that they will not replace my mattress.

My daughter has the same problem with her mattress but because she did get a small stain on her mattress she just said to forget it because of the hard time they gave me. I know what they are doing isn't right but what can I do but file a compliant with you. Hope that I can get some help. $1870.44 is a lot of money to pay for a mattress that doesn't last or live up to the warranty.

I can hardly get up in the morning because my back is alway sore and in pain from this bad mattress. i'm sleeping on the corner of the bed because the middle is so back even when you make the bed you can see the sink in middle of the bed.

Dan B. of Smithfield, NC January 17, 2009

Purchased expensive new mattress set. When delivered found defective issues - stain, stitching coming out, etc. Contacted Garner, NC location warranty claims using there email process. What a nightmare! After 2 months of haggling over whether we had a legitimate claim, we were granted a replacement mattress set. Oh, but wait, it's not over yet. After we were told that a new replacement set would be provided, upon setting the schedule for delivery, we were informed of delivery fees. After complaining that we should not have to pay of delivery for replacement defective product, we were told take it or leave it. So, with no choice we accepted the fee and scheduled delivery of the new set.

It was at this time that we were told that the factory was shutdown for the holidays and that no deliveries could occur before Jan. 10, '09. Nice. So, again, left with minimal choice, scheduled delivery for 1st thing Jan, 10, '09. Receive a call during week of Jan. 10, '09 informing me that the factory had shipped the wrong mattress set and that they could not get the correct set delivered to the store by Jan. 10, '09. Of course! So, when I inquired as to the following Saturday (Jan. 17, '09) 1st stop for the day, I was told Why, yes sir, that will not be a problem.

Well, guess what, I get a call late Saturday night before (Jan. 16, '09) requesting a 4pm to 7pm delivery time! Did I not (twice) express a 1st delivery each time the subject was discussed? I'm fed up. I will never buy another product from this company. I will never refer this company to anyone inquiring as to where they might purchase sleep products, and I will make sure I tell anyone who will listen my experience with this company.

We are out $65 dollar delivery fee. We have an expensive mattress set that has stains from the factory and poor (or failing) stitching.

Barbara Webb-Edwards of Bowie, MD January 16, 2009

This company has the worse customer service I have ever experienced. My husband and I pruchased a full size bed witht he understanding that it would be delivered on the upcoming Saturday. The delivery people brought a twin bed with no headboard and we refused the delivery. Carl, the salesmane promised to make the correct delivery on the following saturday. On the following saturday they brought a full bed with no headboard. Needing the entire set for the guest room immediately, and frustrated with such poor service, we refused the delivery and rquested a refund. The sales person promised to call the business office and get our refund.

My husband and I shared the payment when we made the purchase, he with a debit card, I paid with a check. They stated that it would take two weeks for my check refund. My husband received his debit credit after about 10 days.I have not received my refund of $292 YET! The purchase was Novemeber 11. Calling the customer service department is a joke. First they said they never recieved the refund request from the store. When contacting the store, they blamed it on customer service! Calling customer service again, I left messages with no return call.

I made another call and I waited om hold on the phone for a customer service human being to pick up for 30 minutes (3-10 minute increments). When someone finally picked up they blamed it on the saleperson again! This was January 16th, two months later ! The salesman probably gets half for commisssion and did not report it so that it would stay in his pocket longer. These folks are shadey.

lost time on two Saturdays. No bed; my visitors ended up on a blow-up mattress. I just want this posted so that no one else falls victim to these people. I reported it to our local BBB also.

Robert B. Schaefer of New Freedom, PA January 14, 2009

We purchased a mattress and boxspring for our daughter who was coming to spend Christmas with us. We were supposed to receive a bed frame, but it was never on the order, so we picked one up a few days later. When we put the bed on the frame we noticed that the mattress was bent. The wood inside the boxspring was broken as well.

We went back to the store and the manager, Eli, said he would be out 12/24/08 to look at it after work since the store is only one mile from our house. He called and cancelled, saying he would be out Fri. 12/26/08. He never showed up. We went to the store and Eli stated that he would bring replacements to our house later that week. He never called to set up an appointment. We went back to the store and were given a delivery date of 011309 between ten am and noon. My wife took off the morning from her job, and of course no one showed up. I would like this resolved.

total aggravation!

Kathleen of Bay Village, OH January 5, 2009

We had a Sealy Posturpedic Crown Jewell Pillowtop which, after ten years, finally wore out. Had to go shopping for another bed. So, my comment is actually a compliment and not a complaint. We bought a cheaper bed from Mattress Warehouse, (than what we paid for our original Crown Jewel) took it home, slept on it for several nights (with the plastic on so as not to void the warranty) and I hated it. Felt like I made the wrong choice.

Went back to the store, and worked with James, who was VERY HELPFUL, who gave us as much as a price break as he could, essentially giving us an upgrade in bed for the cost of a redelivery fee. Also, the delivery guys who delivered the first bed were on-time, careful and didn't damage anything (walls or carpet) in getting the bed upstairs. So, I hope I like this new bed better, but I have to say, that my experience with this one particular store and salesperson was very positive.

Shelley of Newport News, VA January 5, 2009

When looking at matresses, I asked the salesman if the matresses had any chemical odors because I am very sensitive to chemicals. He assured me there would be no chemcial smell from the mattress, and he would take any corrective means necessary if there was. We bought a Simmons Worldclass Beautrest, and it reeked when we got it. I called him and told him he lied to me, and I want my money back. He hasn't called back.

Mattress is unfit to sleep on. We had this happen about five years ago and it made me and my husband very sick so there is no way I will put my son on it. We purchased a Sealy last year for my daughter that has not had any problems. I am currently out $2200 with no bed for my son.

D of Alexandria, VA December 26, 2008

We purchased our king size bed in 2004. Within a year we noticed sagging on both sides of the bed. Eventually in 2008 we couldn't even sleep in the bed. Both my partner & I had restless nights from lower back pain. I forgot that our bed was under warranty so I went window shopping to price a replacement mattress. Thankfully the salesperson told me that our current mattress should be under warranty. I checked- we had a ten yr warranty.

I called Serta (who where very helpful). They told me to go back to the store where purchased and file a warranty claim thru' them. Up until this point it was a pleasant experience. The independent Mattress Marshall who Mattress Warehouse contract to inspect beds is not an impartial third party. My experience is that they are not completely honest. The measurements done on my bed entitled me to a replacement bed set.

However when I eventually got a copy of the report the documented measurement were not the same as those I observed. (Serta were kind enough to mail me a copy after M W ignored my several requests for it.) It turns out that the box spring was not up to manufacturers standards and they would replace that. Now that info is proof that our complete set should be replaced. The box spring M W gave us compromised the quality of our mattress. After reading the many complaints this seems to be common practice for M W.

Melinda of Lancaster, PA December 23, 2008

This is the customer service inquiry I submitted. I recently bought a futon from the Mattress Warehouse on Lincoln Highway in Lancaster, PA. It was promised that the futon would arrive Dec. 16th, however, today Dec. 20th, I still have yet to receive it. I have been trying to contact the manager, Richard, all week and he keeps pushing the delivery date back. Instead of calling me to let me know that the futon would not arrive as he said on Friday Dec. 19th, he left for the day, with no one in the store able to help me.

Today, I visited the store to check on the futon, and was treated with the utmost disrespect by the salesman. He couldn't find the corresponding receipt for my order, so he told me that he was going to have to help the other customers in the store. The total dismissal of my request was enough to make me return the futon and never come into another Mattress Warehouse again. I called back to express my discontent over the way I was treated in the store. The salesman said I'm sorry you feel that way. Thank you. And he hung up the phone. I am not one to complain, but I am so utterly disappointed with this transaction. I would have loved to give business to this store, considering all the great products you have to offer, but the way I've been treated is completely unprofessional and offensive. I would like someone to contact me to discuss a full refund.

I received a refund.

Ruth of Clifton, VA December 2, 2008

Oh what a mistake we made ever going to Mattress Warehouse in Chantilly, VA. We found a higher end mattress we thought we liked and my husband was eager to buy. I wanted to check out a competitor first but the manager gave such a hard sell, we bought it but first asked for a 30 day return, if bed was not to our liking. The manager made a big deal of it, calling in for permission of his district manager and then offered a 30 day return deal.

When I returned to the store a couple weeks later saying I was not happy, the manager said I would lose money if I traded down, ie. if I preferred a less expensive bed. He also made it clear, for the first time, that we could not get a full refund. I could not find another bed at the store that was comfortable and especially did not want to deal with this deceptive sales manager. Now we are stuck with a bed I don't want and a bad taste in the mouth from this experience. They are sleazy operators and I should have known better.

Loss of money from spending money on a bed I don't like. My husband will not go through the agonizing hassle of fighting this retailer so we are stuck. Hopefully we can prevent others from making the same mistake from our message.

Jeff of Hanover, PA December 1, 2008

My Wife and I purchased a Serta Reflections King Size Matress on 11/03/06. Over the last 2 years the matress has develpoed a sag of both sides of the bed apx 2 deep and deeper after we lay on the bed for any period of time. We contacted Matress Warehouse who told us that there was problems with that matress and to fill out a claim on the internet so we did. Several weeks later an inspector came out to look at the matress and he said he could not see why they wouldn't let us exchange it for another.

We just stopped into the store today to check on the status of the claim and they told us that the claim was denied, due to a juice stain on the matress the size of a quarter. We spent over 3000.00 for this matress and we were told that they could give us a great deal on a new one. I compare this to buying a brand new home because I am a builder, if I bought a new house and I had a plumbing leak and someone came out and said sorry its out of warranty because there is a stain on the carpet that would be unheard of. Am I right or have I just lost my mind.

Months of sleepless nights

Mark of Bryans Road, MD November 25, 2008

We purchased the top end Sealy Posturepedic Signature mattress at Mattress Warehouse at the end of September 2008. My wife complained that one side was hard, leaning a flat, but it wasn't for a few weeks that I decided to check out her side. It was indeed deformed, leaning, and much harder than the other side. We went back to the store and spoke with Tuesday about this and she helped us file a warranty claim and also try to help us get the correct box spring (they brought the wrong one out 2 times already).

Although Tuesday was very nice and friendly, their mattress inspector didn't come out for a whole month, and then turned in a report stating there was nothing wrong with the mattress! He didn't even lay on the mattress or sit on it! He just a had a little tupperware box of plastic tools to do some basic measurements. Was contacted today and told they weren't going to do anything because their high school educated mattress inspector reported the mattress as within specifications. Called the store back, then called my credit union to chalenge the $1, 400.00 transaction. After a five level fusion and severe neck pain, I wasted all this money on a defective and probably used mattress from these hucksters. Recommendation - stay far away from Mattress Warehouse.

Mattress is defective and unusable, and is now sitting in storage because Mattress Warehouse refuses to replace it. The only way to deal with this type of business is to dispute the charge or take them to small claims court.

Steve of New Oxford, PA November 17, 2008

We purchased a new mattress in August 2008. In October we started feeling back pains and noticed 1 1/2 inch depression forming in the center of the mattress and filed a claim with the Matress Warehouse on October 20, 2008. This week will be 4 weeks since we filed our original request to have this mattress replaced. The mattress continues to deteriorate and the depressions are growing deeper when you lay on the bed. This was sold to us as a very firm mattress. Currently the only support left on the mattress is along the edges. We have a king size bed and my wife and I are forced to sleep on opposite sides of the bed along the edges because that is the only place that remains firm. When we sleep on the mattress like a normal person would sleep the mattress bows into the center and we roll into each other.

There is a visible dip in the mattress when viewed with the eye. When a person lays on the mattress there is a great indentation that surrounds the body. We went to the store and check the mattress they had on display and it did not exhibit any of the defects that our mattress exhibits.

Sleeping on this mattress is harming our health by not giving us the support we need. We wake up every morning with back and neck pains

They sent someong to our house to examine the mattress on November 6 and on Noveber 10 after I inquired to the status they replied I am waiting on the technician to turn over your report so I can find out the results. Once I find out I will let you know. I have not heard from them since. This is an incredible about of time to have a brand new defective product address or replaced. We feel when a new product show defects it should be replaced or the money refunded. At this time we are only asking for a replacement.

Susan of Parkville, MD November 10, 2008

On 9/21/2008 I went in to the store and purchased hook post for my bed. I have the receipt. The manager in the store said it would 7 to 20 business days before they came in. To date it has been 41 days. On this morning when I called the store again to inquire the gentleman (chrsitrian) said deliveries were slow. I have called their corporate offices and left two messages for (Winston) the District Manager. To date no one has called me back. I feel I should get a refund at least if they can't deliver the merchandise.

Overall the stress of having to call everyday for the last 2 1/2 weeks with not response and a casual, I can't find your order from corporate has been very stressfull. I feel they should give them to me at this point.

Margaretlawson of Martinsville, VA October 7, 2008

bought new mattress june 21. it has a broken spring.

The company responds:
The customer recently filed a warranty claim on her mattress because of a broken coil. We are simply going to exchange the mattress to take care of the customer.
Melissa Jones, Mattress Warehouse

Elena of Red Lion, PA September 30, 2008

We bought a Simmons NXG mattress on 7/20/08. Our salesman, Jason, said we could have 5 years financing w/0% interest. We went a few days later to buy it, and Nick was there for Jason. Nick said they had 3 years 0% interest, but called Jason to confirm they would honor this. Jason said yes. Nick called several people to get the code for this financing, and then submitted it. For some reason I don't have any documents reflecting financing...only my purchase invoice.

We are professional people w/business and accounting backgrounds so we are not stupid, and we bought an expensive bed. Normal sales price is about $3, 000 and we got it for $2, 700. Any way, when the bill came from Wells Fargo there was a finance charge of 4.92%. I called Wells Fargo and was told by Megan that this happens occasionally. We simply have Mattress Warehouse send them a letter stating the correction and it will be adjusted to reflect that change.

I then called Mattress Warehouse and spoke to Eli at the York store because Jason went to the Shrewsbury location. Ely tried, over 2 days, but couldn't get the agreed upon 0% for 5 years...only 2 yrs. Not happy! Then I called Jason and his new location. He remembered me and right away said you were the one with the 0% for 5 years! Jason tried to take care of this for me, but got nowhere. Janet at Corporate only offered me 0% for 2 years. It is not like us to have no documentation on this financing. It isn't like we purchased a cheap bed either. With college and todays economy, it is just easier to have the opportunity, if we need it, to

Read full review of Mattress Warehouse / SleepHappens.com and 6 comments
Update by C. Ewing
Jun 25, 2009 1:50 pm EDT

I like you will continue to write to my congressman daily requesting an investigation into the practices at this horrible franchise. Together, we can initiate change!

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
6 comments
Add a comment
P
P
Pissoff26
, US
Nov 21, 2016 9:05 am EST
Verified customer This comment was posted by a verified customer. Learn more

We had to replace our mattress for the second time. We bought the mattress from the Fredericksburg Va., location. They had to look up where we lived when we first purchased the mattress and said it was no problem to delivery it. Now all of a sudden we are to far for them to bring us the second mattress. Not only that they took our money to deliver the mattress. When we call to speak to the district manager we get a recording and he has yet to return our phone call. THE MATTRESS IS NOT WORTH THE MONEY AND THE PEOPLE YOU SPEAK TO AT THE STORE AND AT THE MAIN OFFICE IS FREDERICK MARYLAND ARE VERY DISRESPECTFUL. THEY ALL SEEM TO BE PROGRAM TO SAY THE SAME THING. WOULD NOT RECOMMEND ANY ONE TO BUY A MATTRESS FROM THEM. WILL BE TAKING FURTHER ACTIONS AGAINST THEM IN COURT. deborahr_lynn@yahoo.com November 21, 2016

C
C
cavelasco
Lancaster, US
Apr 07, 2014 12:21 pm EDT

Would not recommend purchasing a mattress from The Mattress Warehouse store to anyone!

My wife and I spent a great length of time researching a new mattress for our home. We used Consumer Reports as a resource, and felt satisfied in the reviews we read about the Serta iComfort Series. The sales representative at the Mattress Warehouse, appeared sincere in her understanding of our decision making, even going at great length in providing us a deal on the mattress--which included a new bed frame and mattress cover protectant.

We were told that we could return the mattress if not satisfied for either a FULL REFUND within 30 days of purchase or AN EXCHANGE for another mattress of equal or greater value within 4 months.

Great deal right? Wrong.

In less then 6 days both my wife and I agreed that the mattress itself was firm in comfort, but never thought that the memory foam would cause either of us to feel over heated during the night; causing us to not get a restful sleep. Turns out the memory foam retains heat despite this model advertised as a "hybrid", using a standard coil system and lesser memory foam than the full memory foam beds out there, in order to provide a "cooler" sleeping experience.

Not a problem, I thought. We will just speak to the nice lady that sold us the mattress and get our money back or exchange the mattress as originally offered.

We go into the store one week later and speak to a different sales associate about our situation. He tells us " he does not think you can get a refund; we only offer an exchange for the product." He even admitted that he "didn't even work here regularly; your sales associate is at another location this week, so I don't know when she'll be back in. I'm just filling in for a couple of days."

Frustrated and confused, but still willing to work with the store, we left our phone number and names for our "nice" sales associate, to call us back when she returns.

She never did.

My wife went back another week later on her day off our sales associate was still missing in action. A different salesmen this time took our information again and stated "he would talk to our original sales associate and or the regional manager and have them call you in the next 24-48 hours."

No call.

I finally stopped going into the store and called the store directly, asking for the number I could reach the original associate who sold the mattress to us. I was given another store location number and tracked her down. She answered saying "I just left you a message on your wife's phone yesterday before the end of the day; didn't you get the voice mail?"

No, because she never did, and there is no record of a missed call.

The sales associate goes on to say "I spoke to my regional manager and he told me that you can't get a refund on your purchase. This was news to me too, I didn't know that, but you can do the comfort exchange of the mattress for another product at our store if you'd like."

At this point with all the run around and lies told to my wife and I, we had no desire to do further business with this store.

I have now called the regional manager and customer service manager for the Mattress Warehouse and left voice mail messages unanswered to me for 2 business days. I have specifically stated that "no where on my receipt does it indicate NO REFUND. And there is no documentation referencing an EXCHANGE offer.

It's unacceptable for a place of business to have sales people sell a product misinforming customers of a guaranteed refund, "if returned within 30 days, " and not uphold that guarantee! Rather, the Mattress Warehouse resorts to having their sales associate report to an unsatisfied customer that "we were misinformed too when we sold you the mattress. Sorry." Sorry is not acceptable!

I've worked retail in my past life, and I tell you... NEVER has the customer not come first. NEVER would I risk a reputation of a company or store front by selling a product to a customer and misinforming them of our policy just to make a sale.

The role of a sales associate is to meet the customers needs before, during and after a sale.

THAT is how you retain a good business reputation!

In return, a business that commits to customer satisfaction benefits from those efforts---through repeat customer sales and recommendations to your business by those repeat customers to their friends, family, and associates.

The Mattress Warehouse is not worth visiting! Take your business elsewhere if you desire reliable, friendly, and honest service.

P
P
Phyllis Parenteau Crane
Frederick, US
Feb 18, 2013 1:37 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I just got off the phone with Mattress Warehouse in Frederick, MD to notify them that I no longer need the bed or bedding that I purchased yesterday. I have the mattress pad in my possession, but the bed was to be delivered in 4 days. He told me to come into the store to get the refund on the bed, but he will not accept the return of the mattress cover ($150)...even though it is UNOPENED. What's up with that? I am at PhylCrane@gmail.com if anyone wants to discuss.

R
R
RobertG911
Hagerstown, US
Oct 31, 2011 6:38 pm EDT

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.

Andrew Perring
Andrew Perring
Frederick, US
Mar 29, 2010 9:08 am EDT

FIRST OFF, I LOOKED INTO THIS COMPANY AND ITS NOT A FRANCHISE, AND 2ND.. ALL THESE PEOPLE THAT HAVE COMPLAINES ARE ACTING LIKE CHILDREN. THEY GO TO A MARRTESS STORE, BUY IT, SLEEP ON IT FOR A WEEK AND THEN DECIDE THAT THEY DONT LIKE IT AND EXPECT A REFUND.. REALLY? SO EVERYONE BLAMES MATTRESS WAREHOUSE FOR THEIR POLICYS, BUT NONE OF YOU MIND SLEEPING ON A MATTRESS FROM ROOMS STORE OR DISCOUNTERS, OR SLEEPYS THAT EXCEPT RETURNS AND SELL IT TO THE NEXT CUSTOMER? WOW, I THINK IT’S KINDA DISGUSTING THAT YOU WOULD EVEN CONSIDER USING A PERSONAL ITEM THAT SOMEONE ELSE HAS USED AND BE HAPPY WITH IT.
IT’S LIKE WHEN I WALK INTO VICTORIA SECRETS AND SEE ALL THE GIRLS TRYING ON UNDERWEAR THAT ANOTHER GIRL JUST PUT BACK.. WHAT IS WRONG WITH THIS WORLD? IM A GUY, AND I ONLY BUY BOXERS IF THEY ARE SEALED IN A PLASTIC WRAP. I JUST THINK ABOUT IT SOMETIMES, HOW MANY GIRLS PUT ON THOSE UNDERWEAR UNTILL ONE OF THEM ACTUALLY BUY IT. I'VE DONE SOME SHOPPING AROUND BEFORE AND MATTRESS WAREHOUSE DOES HAVE SOME ODDLY RUN STORES, BUT THAT’S JUST LIKE ANY STORE IN THE WORLD THAT HAD MORE THEN A FEW LOCATIONS. BUT WHEN I SEE PEOPLE WRITE ABOUT COMFORT EXCHANGES, OR THEY WOULDNT LET THEM RETURN A MATTRESS.. IT MAKES ME SICK.
I GUESS THERE ARE PEOPLE THAT DONT MIND WEARING PERSONAL ITEMS THAT HAVE BEEN WORN FOR ONLY A FEW DAYS.. SO THEY WANT THE SAME OPTION WHEN GETTING A MATTRESS. YOU PEOPLE ARE NASTY. THAT’S WHY THERE ARE SO MANY NASTY DESEASED IN THIS WORLS.

C
C
Cleveland Cowles
Chambersburg, US
Jun 25, 2009 1:12 pm EDT

I had a major problem with Mattress Warehouse in Chambersburg, PA and I called the Better Business Bureau who referred me to the Attorney General (of PA) office. That office told me I had no recourse in Pennsylvania... I cannot believe that a company with as many complaints as it has is still in business and there is nothing anyone seems to be able to do about it. I am director of a library here in PA and I see 100's of people daily so I gues my only recourse to the unscrupulous, unprincipled, etc. Mattress Warehouse is just to tell everyone I see not to go to that store. Maybe the local merchant association would help, I hadn't thought of that. Thanks for the chance to vent against this horrible company.

ComplaintsBoard
J
3:07 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Mattress Warehouse / SleepHappens.com - company in denial of fraud

We went there to purchase a mattress that was on sale. The mattress was not in stock and the salesman said he did not have the one on sale to try but it was most like one that was on another bed on the floor. We tried that one and it was soft enough for my wife so we ordered and pais for the mattress.. After several calls over several weeks it finally came...

Read full review of Mattress Warehouse / SleepHappens.com and 12 comments
ComplaintsBoard
J
9:50 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Mattress Warehouse / SleepHappens.com sealy seaport eurotop king mattress

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.

Read full review of Mattress Warehouse / SleepHappens.com
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
M
8:14 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Mattress Warehouse / SleepHappens.com awful customer service

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.

Read full review of Mattress Warehouse / SleepHappens.com and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
O
O
Oliverr
, US
Sep 25, 2009 1:31 pm EDT

On 11-11-08 My husband and I went to Mattress Warehouse for a complete bedset for a guest room. We ordered a full size bed with a headboard and was promised it would be delivered the coming Saturday. My husband paid for half with his debit card and I paid the other half with a check for $292. The delivery man arrived on Saturday with a twin bed and no headboard. We of course refused the delivery and immediately contacted Carl, the salesman, at the store. He promised to make the appropriate delivery with the headboard, the following Saturday. We stayed home again and the delivery people arrive with a full mattress and no headboard. We needed the complete set so we again refused the delivery, called Carl, and told him that they had again failed to make good the agreement and we just wanted a refund. With much angst he finally agreed to the refund but stated that it had to come from customer service. He stated that the debit transaction would take about 7-10 days but my check refund would take up to two to three weeks. After a month, several phone calls and a visit to the store by my husband, the debit return showed up on my husband's account. I have talked to Carl three times, a person named Deeja in customer service, who stated that she did not have anything from the salesman for a $292 refund, and here it is close to three months later with no refund from Mattress Warehouse. You cannot get a real person to answer in customer service and they don't return calls.

I went on consumeraffairs.com and saw that Mattress Warehouse has 52 pages of complaints lodged since 2000! They have several current (within the last 12 months) including mine! Many are similar to mine, no merchandise, no refunds. I have reported them to the BBB and the the Maryland Attorney General.

M
M
Mattress Sales Associate
San Francisco, US
Jun 15, 2010 3:12 pm EDT

That really sucks to hear about. A District Manager should provide way better service than that... Ours out in california have the authority to help resolve the problem... especially if it's something we can control. Who is his supervisor? Keep going up the ladder and request he be reprimanded.

ComplaintsBoard
V
10:42 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Mattress Warehouse / SleepHappens.com people scamming company

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!

Read full review of Mattress Warehouse / SleepHappens.com and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
D
D
DealerThat Cares
, US
May 11, 2011 6:45 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

That in not neccessarly true. The problem is that you dealt with the Mattress Warehouse, which has been rejecting warranty claims, customer complaints, etc for many years. Next time you buy a mattress set, buy from a much smaller chain of stores, don't buy from these huge mega store companies because all they care about is your money, not you. Smaller chains and local dealers will more than likely provide a little better customer service. I'm also a dealer in VA and if anyone has an issue in my store, we take care of them in any way we can. Customer service is a dying trend, but we try and rejuvenate this lost practice.

ComplaintsBoard
C
7:49 am EDT

Mattress Warehouse / SleepHappens.com received the wrong mattress

The mattress and box springs were purchased on 8-28-07. As it is not used all of the time, we did not notice that the underside was not finished off so it could not be turned. Although it has not been used very often, it is wearing and very uncomfortable. I called the store and was told mattress companies were no longer finishing mattresses on the sides and bottom. I firmly believe this is the promotional set we saw in the store but we ugraded to a more expensive, nicer set. For $502.78 for a twin mattress, we should have a decent mattress! If Mattress Warehouse does not do something to correct this problem, we fully intend to report this problem to the Better Business Bureau and every comsumer site we can find. I thought Sealy was a good company, this is most certainly not a good mattress!

Read full review of Mattress Warehouse / SleepHappens.com and 2 comments
Hide full review
2 comments
Add a comment
A
A
ANUMIT
Germantown, US
Jan 10, 2013 4:31 pm EST

IF A COMPETOTOR OF MATTRESS SELLER IS AGREEING IT CANNOT BE TRUSTED

D
D
DealerThat Cares
, US
May 11, 2011 6:50 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

you didn't get ripped off by sealy, you got ripped off by the mattress warehouse, they are common for this. They probably sold you a midgrade or less twin set for the price you paid, and wasn't worth a crap to begin with.

You can still find double-sided mattresses, but they aren't too common anymore. My stores has about 17 different models to choose from, but we only carry one double-sided mattress. One big key to understand the quality of your mattress is to feel and push in on the sides of the mattress. See if it feels like it has "foam encased edging support" all the way around. If it doesn't have AT LEAST that, you were sold a lower mattress set at a ridiculous price.

ComplaintsBoard
P
12:36 pm EDT

Mattress Warehouse / SleepHappens.com order return denied

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?

Read full review of Mattress Warehouse / SleepHappens.com
Hide full review
ComplaintsBoard
P
8:48 am EDT

Mattress Warehouse / SleepHappens.com refusal to change order to more expensive mattress

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.

Read full review of Mattress Warehouse / SleepHappens.com and 1 comment
Hide full review
1 comment
Add a comment
J
J
john
,
Jul 12, 2008 1:40 am EDT

i think that everone should read things before they purchase and dont blame the company for somthing they know already

ComplaintsBoard
R
3:53 pm EDT

Mattress Warehouse / SleepHappens.com bad product

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.

Read full review of Mattress Warehouse / SleepHappens.com
Hide full review
ComplaintsBoard
B
6:52 pm EST

Mattress Warehouse / SleepHappens.com sold me a product they do not have!

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.

Read full review of Mattress Warehouse / SleepHappens.com and 4 comments
Hide full review
4 comments
Add a comment
B
B
buzzye
, US
Aug 20, 2019 2:12 am EDT

Bought a Mattress set on 11 Aug 2019. I didn't pay that much attention to the invoice until I got home. They had charged me $300 plus tax too much. I had to drive approximately 50 miles (round trip) to get the bill straighten out. Was not offered any compensation for my time a mileage Bad way to do business. I'll look elsewhere the next time I buy

R
R
russ eisenberg
, US
Feb 11, 2019 2:04 pm EST
Verified customer This comment was posted by a verified customer. Learn more

less the a year old has started to sink refuses to honer warrantee I have made a dozen calls all the way up to Headquters no calls have been reurned and customer service has a terrible attitude I just want and exchange or refund the matress coust in the excess of $1, 200.00

M
M
Melissa Pham
,
Jun 03, 2016 8:07 am EDT

I purchased a mattress set accompanied with a headboard and foot board set on 1/6/08. My order was set for delivery on 1/9/08. I received a call on 1/8/08 stating that the bed would be delivered on 1/9/08 but without the accompanying headboard/foot board set due to manufacturer backorder. I stated that I did not want to receive the mattress unless I would be receiving the headboard and foot board within the two week delay due to manufacturer backorder. I was told that I would receive this by 1/23/08 and thus I proceeded with mattress delivery. The first problem was that I waited for delivery and then got a call saying they forgot to load it on the truck. I spent an entire day waiting and then had to take another day off for delivery. This was a small issue but the larger issue came later when 2 weeks later I had received no call on the delivery of my headboard/foot board. I tried calling the store the entire day of 1/24/08 with no answer. I then proceeded to call a different location and was told that they didn't know why I was not informed that they no longer deal with the manufacturer and would be unable to receive the product purchased. I was also told that my sales rep no longer worked for the company and that location had new management. I contacted management on 1/25 and never received a call back. I waited until 1/27 and then went to the store to speak to the manager. The manager of the store told me the computer said the product was on back order and that he could not help me until Monday when he would be able to talk to customer service. I was told I would receive a call back on 1/28/08 from him but I could call customer service myself and try to resolve the issue. I never heard back from management on 1/28 or 1/29. I called customer service on 1/30 and was told that the company no longer worked with the manufacturer and was told I would receive a call from District Management. I did receive a call from the Executive Director of District Management who told me they could o ffer me a different product due to the manufacturer having the product on backorder. I called the manufacturer and was informed the product was not on backorder. Thus, I feel I was again deceived by Mattress Warehouse. However, this was at the Executive District and Corporate level. I have yet to decide whether I will take the substitute offered. I would not have purchased the mattress from them if the headboard and foot board I selected was not carried by them. I am confused as to how the actual manufacturer, corporate customer service and management at an alternative branch can say that they no longer work with the products manufacturer and yet district management and location management say it is on backorder. This has been the worst case of customer service I have ever experienced from any company-especially one that prides themselves in customer service.

M
M
Mattress
,
Jun 03, 2016 8:07 am EDT

Customer reselected another bed (headboard and footboard) which required special order. Reselected product was received from manufacturer in due course, and was delivered to customer and installed at no delivery fee. Reselected product was delivered March 8, 2008.

ComplaintsBoard
V
12:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Mattress Warehouse / SleepHappens.com a promised refund check that has not arrived

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!

Read full review of Mattress Warehouse / SleepHappens.com and 7 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
7 comments
Add a comment
M
M
Mona Reno
, US
Jul 12, 2016 7:11 am EDT

1 This is a twin mattress SKU4273 NORTHSIDEPL-T-PKG $603.00
1 004699 +NORTHSIDEPL-T-MATT $ included
1 391419 +BR/MINK-T-FND $ included
This mattress has now started to sink in spots and have turned it etc. But,
not comfortable now. Would appreciate a refund on it or an exchange.

J
J
Jim and Shelva
Mont Alto, US
Aug 17, 2012 2:05 pm EDT

We purchased a queen size mattress, and box springs October 2009. It has a 10 year free replacement warranty and an additional 10 year prorated warranty. About a month ago (July 2012), my husband got into bed and he heard a loud crack, he discovered the box springs had cracked on a knot in the wood. The next day we called the Chambersburg PA store and was told to file a complaint online. So we filed the complaint and was told we will hear back in about three business days. A week went by, no calls or response by email. We went to the store and talked to the salesman, he called the warranty co and they said they never got our complaint by email. So we set at the salesmens desk and he filled out the paperwork and faxed the info thru and said we should hear back in about a week to have the box spring examined by an inspector from Serta. The inspector came down, took pictures and said we should hear from Serta or Mattress Warehouse in about a week. We did receive our letter by email within the week. The letter said they would gladly replace the boxsprings and we needed to go to the store and let them know which boxspring we wanted. When we went up to the store it was a different salesman. He reviewed our paperwork and said if we wanted it delivered it would be a $75 charge. We said NO this is a warranty issue and it should be delivered for free since we paid to have it delivered once. He said Sorry there will be a charge. We asked if we could pick the box springs up, and he said we had to go to Frederick MD, which is about 80 miles one way(one hour away). We asked if it could be delivered to the Chambersburg store and we could exchange our boxspring there, he said No because of the bed bugs being so bad in the Chambersburg area. We said look we bought a queen size mattress and box springs, a full size mattress and boxsprings with the frame and a twin size mattress and box springs with the frame and paid for it all. He said Sorry Im just doing my JOB... I thought POOR Customer Service! So we drove all the way to Frederick for an exchange. The way I look at it is Serta did their good duty, but Mattress warehouse just wanted to make $75 more dollars for a warranty issue... ALL I CAN SAY IS BUYERS BEWARE! Buy from a private local dealer, you may pay a little more but you will get better service! All they care about is making that all mighty dollar! You get no customer follow up care!

Jim and Shelva (unsatisfied customers)
Mont Alto PA

D
D
debinpa
Middletown, US
May 18, 2012 6:34 am EDT

just bought an eastman house bed set from harrisburg mattress warehouse and it squeaks...salesman told my husband its normal for it to do that WTF and who is he kidding

N
N
Nancy
Harrisburg, US
Jan 30, 2009 8:58 am EST

My experience wtih Mattress Warehouse in Harrisburg, PA mirrors the problems these individuals have experienced as well. It appears that Mattress Warehouse is right there ready to sell you product that is defective and then is decidedly absent when their help is needed in order to get resolution. I urge anyone considering a mattress purchase to think twice before they patronize Mattress Warehouse at any if their locations. Trust me when I say, that IF the mattress causes you problems after the pruchase, you are out of luck to get backing from this organization regardless of the manufacturers warranty or not. Long waits on the telphone to get customer service and even then, good luck!

N
N
nicole wilson-smith
,
May 01, 2008 5:25 am EDT

My husband and I purchased a futon, daybed and matteress from the Greenbelt, MD store on 4/28/08 delivery was suppose to be on Tuesday 4/29/08 however I received a phone call around 7 AM on the date of delivery stating these iteams could not be delivered. My husband spoke with a sales rep on Tuesday and was told the delivery was never requested in but we can set up delivery on Thursday 5/1/2008. Of course we received another message early Thursday morning requesting we contact the Greenbelt, MD store because our items are on abck order. This is an unprofessional way to conduct business and I plan on asking for a refund! Can anyone provide the district managers phone number please.

M
M
Mike Ross
,
Mar 17, 2008 9:16 am EDT

I brought a Mattress set the Applegate in 2005. The middle has given away and sleep is impossible. I filed a warrantany claim two months ago. I was informed by e-mai that someone who contact me and a few weeks. It has been almost 8 weeks and I am asking when someone will contact me?

Please Hurry!

Mike Ross
[protected]
e-mail- (eyering@verizon.net)

P
P
Pamela Reeves
,
Nov 12, 2007 9:24 am EST

I bought one of your beautiful mattress. But the Sealy compelling pillow top mattress has a manufacturer defect. The mattress was bought in Culpeper at your store on June 7, 2007. The store did give me a credit and it one year interest free. Kindly contact me to do an upgrade on my mattress. Because, my sleep is a nightmare.

Thanks again
Pamela Reeves
Culpeper

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Mattress Warehouse / SleepHappens.com customer service

Website

www.sleephappens.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Mattress Warehouse / SleepHappens.com?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Mattress Warehouse / SleepHappens.com Customer Service. Initial Mattress Warehouse / SleepHappens.com complaints should be directed to their team directly. You can find contact details for Mattress Warehouse / SleepHappens.com above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Mattress Warehouse / SleepHappens.com. Discuss the issues you have had with Mattress Warehouse / SleepHappens.com and work with their customer service team to find a resolution.