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Mattress Warehouse / no return for any mechandise leave the store

1 MD, United States Review updated:

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:service@sleephappens.com]
Sent: Friday, February 12, 2010 12:11 PM
To: Springer, Judy; Consumer Protection; consumer@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

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Comments

  • An
      25th of Mar, 2010
    +1 Votes

    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.

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