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

Mattress Warehouse / SleepHappens.com
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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.
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Mattress Warehouse / SleepHappens.com reviews & complaints 57

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Mattress Warehouse / SleepHappens.com box spring, stained during delivery difficult to exchange

Date of Incident: May 31, 2016
Client/Customer #: 983610

My boyfriend and I purchased the APPAUIIFM-Q-MATT/ICOMFORTIII-Q-FND box spring and mattress on 5/30/2016. It was delivered on 5/31/2016.
My boyfriend unwrapped the box spring and noticed stains (see photo below). I called Mattress Warehouse on 6/1/2016 and spoke to Christy she stated the store manager Chris was off to call back on 6/2/2016. I called Chris and emailed him the pic of the stains. We waited 3 days and didn't hear back from him so my boyfriend stopped by the store. Chris stated he received my email with the picture and that he was working on resolving the situation. I emailed Chris on Monday 6/6/2016. He said he got the exchanged approved at that point we discussed delivery. He offered to have the new box spring delivered on 6/7/2016 however taking off work was not an option. I told him someone could be at the my house on Monday 6/13/2016. He then stated he would schedule the delivery for the 13th. I emailed Chris Monday 6/13 asking what time we could expect delivery. I spoke to Herb who informed me that exchanges are not delivered on Mondays so our delivery was changed to Tues. This is completely unacceptable considering this is the second day in 3 weeks that my boyfriend has taken off work for a delivery from Mattress Warehouse. I told Herb someone would be available on Saturday 6/18 or Monday 6/20 but neither one of those days work for exchanges. Then I offered to bring the box spring to the store and exchange it there but again that wasn't accepted.
My boyfriend received a call this morning at approx. 8:20am stating we were scheduled for delivery today and they would be arriving between 10:30-1:30pm we are unable to leave work on such short notice. We do not work close to home so a time frame such as this would require one of us to take the entire day off. I spoke to Michael (Mattress Warehouse scheduler) and he was supposed to check with his supervisor to see what could be worked out for delivery on Saturday 6/18 2016 however I have not heard back from him yet.

It is unfortunate that Mattress Warehouses poor customer service is attached to the Serta name.

I have several emails that I have sent to Chris and Carl Papafio who are supposed to be managers or higher at the Culpeper store however I have not received an email reply from either one.

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Mattress Warehouse / SleepHappens.com bait and switch on floor model sale bed

My husband and I went to Mattress Warehouse at Brei Creek in Raleigh because they advertised good sale prices on the display models and we needed a new set fro our spare room. We spent a lot of time both alone and with the sales lady looking at various types but decided we liked the tempurpedic air-adjustable with adjustable base that was marked 50% off. The saleslady said it had been on display for 2 years so it was $1500. We tried out the controls for the air-firmness and for the adjustable base. At no time did the sales lady say the base was not included in the sale price and she did not try to sell us the base even though we were trying it out and asking if it would fit into a regular bed frame. She told us it could be delivered in one week and on a Saturday so we decided to buy. The next day we got a call that they did not deliver on Saturdays - ever- and it would be 2 weeks before we could have it. When they finally delivered it they delivered only the mattress and plain box springs. When we called the store they claimed the adjustable base was priced separately and had a separate tag on it. (It did not and we look all, over that bed.) and if it had been separate she would have tried to sell it to us because we were testing it and asking her about it. She was doing a bait and switch so that we would pay the price and the tag but not get the display model - she would switch out the base for plain box springs. The store refuses to admit any misrepresentation or to make good on the price and display model that we were shown. Don't deal with this company - you will get ripped off. And they do not care what their reputation is or about obeying the law. They only want your money and to provide you with as little as possible to get it

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Mattress Warehouse / SleepHappens.com fraudulent claims of warranty exchange

Bought $2000+ icomfort savant. Mattress broke down. We were laying on a hammock. Warranty exchange honored. New mattress iselect at $465 more was promised by salesman to be the BEST. We are in pain now as soon as we start to go to sleep and extreme pain throughout the day. Talked to salesman and he promised they would fix this problem with a new mattress. Was told to try a warranty exchange which the salesman set up to no avail. He said, if it didn't go through they would comfort exchange for $199. This was a lie as now he says two different lies in same conversation. 1. They cannot, because salesman failed to file paperwork for eligibility. Then when I say, this is not our fault he says...2. They can't because it was a warranty exchange. He says he is very sorry, but he has done all he can. He says, now that this is policy. When asked why he lied and strung us along for 3 weeks, he states again he tried to help us which he did not unless lying is part of Mattress Warehouses solution to problems. We are now stuck with a mattress that causing such pain that I don't know what we will do. We are already out $3000. We would be satisfied with an exchange, but now we just want our money back to do business with a legit company.

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Mattress Warehouse / SleepHappens.com duke-q mattress

On February 2014 I purchase a duke -Q mattress set. Silver-Q FND, and Q84RS-q CARPROLLFRAME. A month after purchase mattress sink in the middle.
I weigh between 125-130lb.
Today April 13, 2014 i was making up my bed i notice the bottom of the box dropped out I put my hand and reach the board material all the way to the top, the black material hanging loose and the sponge dropping out.

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Alan Zeiset
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Mar 21, 2008 3:27 pm EDT

The woman in their commercial appears intelligent, but, after literally, years, of using the very same commercial, it appears as though she has gotten very, VERY forgetful, and can't remember from one minute to the next what the salesman has just told her!

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Mattress Warehouse / SleepHappens.com salesman and bed

Bought adjustable bed in June and was told it would fit any headboard delivery men would set it up. They refused and the bed did not fit my headboard with the kit they provided and two and a half weeks ago was told they would send me another kit. As yet I have not received the kit and frankly I am at the point I do not believe anything they tell me and would not recommend them. Also the manager told me that if the delivery men did not set up the bed he would stop and do it himself. As yet he has not stopped.

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Mattress Warehouse / SleepHappens.com lies and more lies

The store manager Amit made promises to get the sale but the delivery men refused to do what had been written on the order. They were rude, careless and uncooperative. They said the salesmen will say anything to get a sale. They took the $3000 adjustable bed back the same day. Amit refused to reverse the credit card charge which had not even been posted yet. He said their policy is to go through channels and eventually refund my money, taking as long as THREE WEEKS. This store will lie to you about everything. They will fail to tell you there is small print on the reverse side of the sales agreement. Be sure to read it and modify it to state that you will get an immediate refund if delivery is unsatisfactory. Write that the contract is void if the product ordered is more than 24 hrs. later than the promised date or is damaged, incomplete, partially delivered, or incorrect, and you will accept no substitutions.

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Mattress Warehouse / SleepHappens.com selling tactics & misrepresentation

Potential buyers should beware of sales tactics used by MW when selling Temperpedic Bedding. Although the salesperson was easy to deal with, he wasn't forthright in giving ALL the fine details of the "100 day trial period". Also, the $200 in "free" goods is accomplished by discounting the mattress (which we were told Temperpedic doesn't do). Also, to change to a new mattress, they charge an extra transportation fee of $50. Then, the salesperson indicated that there were other conditions required like buying an expensive mattress protector to use the trial period. When we requested to change to a softer mattress, they gave us one that was not the correct model - requiring yet another delivery. We finally got what we wanted but less restocking transportation fees. Of course, you never learn of all these "conditions" until after you sign the credit card charge and get a printed receipt...and get a chance to read all the fine print. Lesson? Go into the store and force the salesperson to reveal ALL the quirks and fine print!

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Mattress Warehouse / SleepHappens.com terrible service - over 5 months to deliver

I ordered a bunk bed as a gift from Mattress Warehouse in June of 2012. In October I get a call and they said they never delivered it or notified me that it wasn't delivered back in June. They have been a nightmare to work with, constantly transferring me to different departments, no one is willing to set up a shipment date. I finally got one person who set up a date, and they showed up at the delivery house without all the pieces. They again never called me to tell me the delivery didn't happen, and now I'm stuck in the loop hole of trying to find someone to talk to about delivery. By far, the worst company I have had to deal with, and I would NEVER order anything from them again. Terrible products, terrible customer service, terrible experience.

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Mattress Warehouse / SleepHappens.com mattress is different, they won't exchange!

My husband went in to purchase a new mattress for the first time. We found one we loved and ordered it. The mattress was delivered on time, when we slept on it the first night we thought it was extremely firm and uncomfortable. I swore that this was not the mattress we tested in the store. I took the tag from the mattress, went back to the store to make sure it was the correct one. It turns out it is. But our bed feels COMPLETELY different from the one in the store. The salesman while selling us the bed said that because of the system this mattress wouldn't wear out. Now that i went back he said it feels different because of all the people testing it out. That seems very contradictory. So I went home feeling confused and tested my bed right away. Totally different! I returned the next day to see if we could exchange our mattress (slept on for 2 nights) for the softer version. The salesman told me that there are no returns or exchanges. Well, that was never explained to us in the purchasing time. I was getting visibly upset in the store because I just spent $1700 on this mattress and now we can't get a different one. We are waking up with aching ribs and backs because this mattress is so hard and firm. The salesman then called a manager at a different location and he told the salesman that these beds take 2 weeks to break in. That was not the story when we bought it. And being first time mattress purchasers, we had no idea that the bed we would get would feel nothing like the one in the store! The salesman told me to sleep on it for the next 2 weeks and then come back if there was still a problem. I'd rather sleep on the floor! I want my mattress taken back and switched for the softer version which is the same exact price!

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Mattress Warehouse / SleepHappens.com refuse to send me a refund that I am due.

Purchase a mattress on 9/24/2011, paid cash in the amount of $361.80. Later after checking a new bedroom set that I had purchased from another company, I realized that I would also need a box spring. I called the store to cancel that order and informed them that I would be in the next day 9/25/11 to purchase a floor model that came with a mattress and box spring for a lesser amount. The difference was $43.80 that I was told would be refunded by the Corporate Office in Frederick, Md within a week or two. It's now December 1, and I have still not received my refund. I've called numerous times and always get a round around about the checks have not come down from accounting.

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Mattress Warehouse / SleepHappens.com mattress sagging

Sealy Posturepedic mattress and box springs purdhased on 4/5/06. Now sagging in center and becoming increasingly uncomfortable. I have the sales slip and True Form Warranty. I am extremely disappointed in the performance of this product.

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Mattress Warehouse / SleepHappens.com defective mattress

purchased a mattress on feb.15, 2010 along with a mattress cover, not even a year later the mattress has a dip in it and my kids spilled juice which is now on the mattress and now any warranty is voided by this.mattress cover was soppose to guarantee any soilage, the cover alone cost 90 bucks mattress warehouse is a ripoff now i know what to look for in a mattress next stay far away from themIlsao purchased a platform bed which broke a month later because it wasnt put together fully some parts were left out

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Mattress Warehouse / SleepHappens.com refund request

On March 21, 2011, we purchased a Belmont king mattress & box spring set from Mattress Warehouse in Mechanicsville, Va. with promise of delivery to that store by Friday, March 25. We received a call from the salesperson on March 24 saying there was a problem and delivery would be delayed until the following week.
I called the store on March 28 and was told the manager would get back with me. On March 30, I called the store and talked to the manager, Ed Katz, and was told that the salesperson was no longer with them and he would have to do some checking about the purchase. Over the next two weeks Mr. Katz assured me he was trying to get the product we had ordered. On April 11, I was informed that the product was at the Broad Street Store in Richmond, and we could pick it up there. At this point, I cancelled the order and requested a refund on my credit card. It's now May 5th and I have still not received the refund. I called the customer service department of the company this morning and was told that they had received the refund request on May 4th, and it would take a few days to process. A few days seems to be the mantra of this company. Maybe they should start telling customers it's going to take a few months with no guarantees of anything.

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RobertG911
Hagerstown, US
Nov 02, 2011 6:11 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.

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Dizzygirl
Woodbine, US
Sep 01, 2011 10:03 pm EDT

I too am having a horrible time with Mattress Warehouse in Frederick Md.(April-til now 2011)
Customer service is the worst I have ever dealt with. Jennifer-Customer Service, had a security guard call me pretending to be a manager. His name is Dan Wells. Oh yes she did. Whenever I ask for someone in authority to call she totally ignores my reguest. I can't get past her. I would wait 3-4 days for someone to call back then call again. Now I am told I am the problem. All because I want someone to help me.
This company has refused to help me, actually I should say Jennifer has not relayed my messages to a single person but Mr. Security Guard, Dan Wells. I have asked that John Ahrens the president call me. That has not happened. Today I told her since she has already used a security guard maybe it will be the custodian to call me pretending to be Mr. Ahrens. Stay far, far, far away from Mattress Warehouse.
They have "NO CUSTOMER SERVICE AT ALL". Horrible company to deal with.
Save yourself the headache.. I am now going to ask Channel 11's Jayne Miller, to help me. Good luck to all who are having a problem.

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sunny647
Arnold, US
May 09, 2011 9:53 pm EDT

I'm still going in circles with Mattress warehouse here in MD. I'm trying to have a sagging mattress replaced or refunded. It started sagging within 4 month of buying it. They are liars at the store...and they ignore your calls, messages, faxes and emails at the headquarters! The website to file a warranty claim does not even work! They do everything they can to not uphold the warranty. They were even trying to send me to Sealy for the warranty issue. It is not the customers responsibility to deal with the maker! Mattress warehouse sold me the defective item...they should take care of the customer! My next step will be the Better Business Bureau. I will never buy from Mattress warehouse or buy a Sealy mattress! I'm checking reviews of all mattresses we try at the store before we even buy them! Good luck.

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Mattress Warehouse / SleepHappens.com no beds and no refund???

On presidents day (Feb 18th) of this year 2011, my husband and I decided to purchase new mattress sets for both of our daughters. We checked several known stores but decided on Mattress Warehouse on Garland Groh Blvd in Hagerstown, MD. The manager was nice and gave us another disount for purchasing 2 sets on top of the sale price (that was our deciding factor) He advised us that the beds would be in on Feb 24th. That day came and went so we decided to call the store. Once again we got the nice store manager who stated that they did not come in but should be in the following Thursday.
Once again we waited for him to call, but he never did. After leaving several messages for him, he returned our call 3 days later. Unfortunatley once again, no beds. He advised us that he would try and get them in from another location who had them in store stock.
March 5th- still no call and no beds. Absolutely livid my husband went to the store and cancelled the order, requesting a refund. We were told that it would take 2-4 weeks! The next day (Sunday), upon looking at other stores, we realized that we could not come close to the price because of the Presidents Day sale and decided to go back and reinstate the order. (all of this happened on a weekend) The manager stated that there would be no problem since the head office wasn't going to get the refund request until Monday anyways, and that he would place a stop on the refund since it all happened on the same business day. He planned on having our beds brought in from the Frederick location on Thurday.
March 15th- Still no call. Once again left a message for him to call asap about this ridiculous issue. He did call back 2 days later and left a voicemail stating that he has 1 bed in stock and was going to give us a different bed (which was a better style) instead of waiting any longer, BUT unfortunatly we could not get the beds because the refund did go through and we would have to wait until his district manager could make up a new invoice and CHARGE our account.
March 28th- NO BEDS, NO CALLS! Once again tracked down the manager and demanded to know what the problem is. He advised that the refund created the issue. He was speechless when I told him that he was full of crap, that we did NOT receive any refunds from them and I have the bank statements to prove it. Called customer service who will not give me the name of the district manager or contact number to verify what the store manager is claiming. I called the store manager back and advised his that we would be in on this Thursday to pick up our beds (that we paid for 7 weeks ago) and I suggested that if this were a problem then to have HIS manager at the store waiting for us, if I leave there without any beds my next step will be COURT... DO NOT BUY ANYTHING FROM THESE STORES! I honestly think that our beds did come in and were sold for the non sale price and now we're just stuck waiting. Wish me luck folks, will let you know what happens...

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Mattress Warehouse / SleepHappens.com fraudulent sale practices

My husband and I recently bought a mattress set from Mattress Warehouse. The experience has been anything but pleasant and I would not advise anyone to buy from this company. From the moment we bought the mattress we have been deceived and treated as if we made the mistake. No customer service at all. The mattress we bought and was delivered in no way compares to the mattress we looked at in the store. You only have to lie on both for a second to realize they are different. The saleswoman who sold us the mattress set tells me that maybe ours will "soften with age" when she spent several minutes in the store telling us that the mattress we demo'd was the kind that "would not change a bit in 10 years because it is highest quality" . When we called to exchange the mattress we were trying to upgrade the mattress to a more expensive mattress with a pillow top. We were aware of the cost difference and expected to pay for the differnce. How ever at this point I want them to take the mattress back and refund our money back, OR, at the very least I want them to honor what I was told in the store and exchange our current mattress for the more expensive mattress I orignally wanted to exchange. Again we would pay for the difference in cost. I would prefer my money back. I am not confident that even if they did allow us to pay for the upgrade and exchange the mattress it would be the same one we liked at the store. After reading reviews on Mattress Warehouse I believe this is not just a culture within this particular store, but a corporate wide culture fostered from the top by the corporate leadership. My husband and I are both serving in the miltary and we worry about how our junior enlisted, junior officers and Wounded Warriors are being treated by this store as well as other Mattress Warehouse stores. We have spent enough time sleeping on the ground, on cots or just away from our families. Your bed back home is a real motivator and morale booster. It is disappointing to have saved money to get a good mattress and then lied to and cheated out of your money not to mention a good night's sleep. I plan on posting my experience and asking other military members as well as their families to post their experiences with Mattress Warehouse so other military members will not be fooled into buying from them in the future. Below I have given a timeline up to this date on the events leading up to this complaint. I have also submitted a formal complaint to Consumer Protection and will continue to pursue this in any way possible. Enough is enough. Too many of us have been taken advantage of and deceived by this company. 25 Feb 2011- Bought mattress from Mattress Warehouse. Was told several times by salesperson, (Margo) that we would be allowed to exchange the mattress for a different one from the same mattress brand and type. She said there were 2 mattresses brands in the store that had an exchange policy and our mattress was one of the two because of the cost and quality. Mattress price was $2249.99. We asked her twice just to be sure and both times were told it would not be a problem. A second salesperson, Steve, assisted Margo in putting the info into the computer for the purchase of the mattress. We were told the mattresses would be delivered 28 Feb and we would receive a call from the warehouse between 7:30-8:00 am letting us know what time they would be delivered. They waived the delivery fee of $65 and gave us a mattress cover for free at a regular cost of $99. 28 Feb 2011- Stayed home from work to wait for the delivery. 8:00 came with no call, 9:00 still no call, finally at 10:00 I call the store once it is open to see if they can tell me what time the delivery will be. Margo said she will call the warehouse and give me a call back. Received a call back from Steve letting me know they had put the wrong delivery date in the computer when we purchased it on the 28th. The new delivery date would be 2 March. 2 March 2011 - Stayed home from work again. Did not receive a call from the warehouse until 12:00 letting me know the delivery would be between 2:00-5:00. Once the truck arrived the mattress was brought into the house and taken to our bedroom. At no time did they ask me if it was ok to remove the plastic or boxes from the new mattress set. Once they carried the mattress up the stairs they were surprised when I told them they were suppose to take the old bed away. I was told it was not on their sheet to take the old mattress and they were not allowed to take it with them if it wasn't on their sheet. Finally, one of them calls back to the warehouse to get permission. They were given verbal permission after much discussion and they took the old mattress set with them. 2 March 2011 - Receive call that same evening saying we need to pay a "recycling fee" of $45 for the old mattress. We put the $45 on our credit card and hung up surprised. 5 Mar 2011 - I call the store back and tell them the mattress is clearly harder than the one we demo'd in the store...so hard it was beyond compare...perhaps a manufacturing defect, or the one in the store softened over use. We would like to exchange it for a more expensive mattress with a pillow top from the same brand. At first I was told they had a "no exchange policy", but when I told the gentleman the brand and type of mattress we had purchased he said yes we could exchange it and he would have Margo call me back to get my credit card information and schedule a delivery date. The new mattress I was wanting to buy cost $499 more. Margo calls back and tells me there is no problem exchanging it and takes my credit card info for the difference in price between the mattress I originally purchased and the new mattress. I give the credit card info to her and she says she will call me back with a delivery date. She explains it may take up a week to 10 days before it is delivered because if they do not have any in the ware house. My credit card is charged for $499. 5 Mar 2011 - Receive a call back from Margo stating my request for an exchange had been denied and that they have a "no exchange policy" at Mattress Warehouse. I am stunned and remind her she had told me when we purchased the mattress we could it exchange it if we needed to do so. Margo then denies she ever told us that we could exchange the mattress. I ask for the number of her boss and she gives me the number for Customer Service. 5 Mar 2011- Receive a call back from Margo because she has "good news". My credit card transaction was cancelled and I will not be charged the $499 since the exchange was denied. Still no explanation regarding the exchange policy and she still denies telling us we could exchange the mattress. I tell her I will call Customer Service on Monday. 7 Mar 2011- I call Customer Service and speak with Jennifer. I start to give her our customer number and she explains they do not have an electronic system to pull up my purchase. She takes all of the information and writes it down. She then repeats all of the info I have given her to make sure she has it written it down correctly and tells me she will call back in the next 24-48 hours. 10 Mar 2011- Still no call from Jennifer or anyone else from Mattress Warehouse. I call Customer Service and again speak with Jennifer. Jennifer does not remember me and I tell her I understand because I am sure she handles a lot of calls. Once she pulls my paperwork she tells me she hasn't done anything with it. She said she did call the Regional Manager and left a message, but he had not called back and she forgot to follow up with him. She tells me she will try to give him a call now and will call me back later in the day. 10 Mar 2011- Regional Manager, Brian, calls me back and again takes all of my info. Once I have finished explaining my situation he asks me if I signed a no-return/exchange policy when I bought the mattress. I told him I did not think so. Brian then goes on to tell me that there are 2 mattress types in the store that do have an exchange policy and the one I bought was not one of them. When I tell him we were told by Margo that this was one of the mattresses he says that Margo was incorrect and confused on which 2 mattresses did have an exchange policy. I tell him that is not my problem and I should not be expected to be out $2200 for a mattress that does not work for us because one of their salespeople is not aware of which mattresses have an exchange policy. He says he is going to talk with Margo and will give me a call back in 24-48 hours. 11 Mar 2011- Margo calls back and leaves a message on my phone stating she has the paperwork in front of her where we had signed the "no-return/exchange policy and we will not be allowed to return or exchange the mattress. She says she is sorry this didn't end in a "happy" way. 11 Mar 2011- Return Margo's call and tell her I am going to file a formal complaint with Consumer Protection and will also file a complaint with Consumer Affairs. I also tell her I have looked at the number of negative reviews about Mattress Warehouse and will post my experience on these sites. I ask for Brain's supervisor contact info and am told it "won't do any good" to contact him. She shares my situation is not a new one to Brian and she cannot assist me. 14 Mar 2011 Nothing resolved at this point. Formal complaint filed with Consumer Protection as well as Consumer Affairs. Contact numbers for my POCs at Mattress Warehouse: Mattress Warehouse store 12129 Rockville Pike Rockville, MD [protected] Margo was the salesperson Customer Service [protected] Jennifer Regional Manager [protected] Brian

Damage Resulting

Missed day and a half from work. Currently sleeping in guest bedroom and not sleeping well.

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Mattress Warehouse / SleepHappens.com customer service

I purchased a mattress on 01/28/2011 and delivery was set for 02/07/2011. Earlier that day, I had arranged for Salvation Army to pick up 2 of my childrens mattresses. The delivery came as the promised time however, they were the wrong mattresses. I then had to take a 2nd 1/2 off of work to wait for the correct mattresses on a different day. I was upset and asked for some sort of compensation and spoke with the District Manager Bill Fisher. I explained to him what happened, that my kids did not have mattresses and that I had to take off a total of 2 1/2 days off of work for their error and would like a refund of delivery or some kind of compensation. His response: "I can't give you a refund on the delivery because we had to pay for it twice, but I can give you a discount on a future purchase". I was just a little taken back by that response, almost as if I was being penalized for their mistake. They didn't pay for it twice! I paid for delivery! They only paid for the second time but not the first. I would never buy another mattress there due to their lack of customer service and their lack of apology for their mistake.

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RobertG911
Hagerstown, US
Oct 31, 2011 7:41 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.

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Mattress Warehouse / SleepHappens.com guarantee

My issue is Mattress Warehouses Comfort Guarantee. This guarantee allows me to exchange my bed within 45 days of arrival. On November 22, 2010, I purchased a Beautyrest Black, Olive Plush Firm from my local Waldorf, Maryland store. Terry, the salesperson, repeatedly talked to my husband and me over several days about the beds and the Comfort Guarantee, but never mentioned any paperwork. As a side note, I was looking at another Beautyrest mattress that did not have the guarantee, thus I chose the more expensive mattress to have this benefit. I purchased the bed on the 22nd and was promised it would arrive within 7 days. The bed was delivered on December 3, 11 days later, and incidentally the box spring was slashed upon arrival, which is noted on my delivery ticket. Other than my Sales Receipts, I was given no additional paperwork. However, I was convinced to purchase the expensive mattress cover so that I would not void my warranty or guarantee.
January 4, 2011, I went to Mattress Warehouse to exchange my Olivia Plush Firm bed for an Olivia Plush bed. Terry asked me for my paperwork and I handed him my receipt. He informed me that without the Comfort Guarantee Paperwork, which I had never heard of, I was not able to do make the exchange. He then checked his records and could find no record of my Comfort Guarantee. He informed me that his sets above $2000 get the Comfort Guarantee, of which I qualify, but I have no piece of paper. I tried to explain to Terry that it was not logical that I did not have the required piece of paper. If he gives it for sets over $2000 and I purchased a set over $2000 then why wouldn’t I have the paperwork, unless it was just human error. I highly doubt that Terry specifically singled me out to NOT give me this paper. I believe that it was an honest error on his part. I believe that he forgot to fill out the paperwork for me, due to it being quite busy in his store that evening.
Terry seemed unwilling to rectify the situation and was more focused on the fact that I accused him of not doing his job. I asked to be put in contact with a higher level person. Terry gave me the phone number of the district manager, Jerry. Both Terry and I have called, but have yet to receive a return phone call. I also have used the website to email Customer Service, again, no reply.
Logically, there is no reason that I do not have a Comfort Guarantee, other than human error. I would like my Comfort Guarantee and I would like to exchange my mattress for another of my choosing. As of January 4th there were no Beautyrest Blacks on the sales for me to try out and choose another mattress. I would like to try these out prior to making my decision, thus until they arrive, I might need to extend my 45 day time frame.
Update: I file a complaint with the Better Business Bureau, but have yet to hear back. I have called Gerry Gustafson repeatedly. I have spoken to him twice and he put me off, saying he needed to speak to his boss. Since our last conversation on 1-12-11, I have made repeated attempts to contact Gerry, six voicemails left so far, I have not heard back from him. Nor have I heard back from anyone at the corporate offices, even though I have left voicemails at their customer service number.

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DealerThat Cares
, US
May 11, 2011 6:36 pm EDT
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This is a classical way that this company handles business. With over 155+ different stores across the US, this company don't give a damn once the customer's money is taken. I have worked for them as a sub-contracted delivery guy before and have seen numerous occassions where people had issues and not one of the people i had seen come in trying to get a warranty or refund was ever taken care of. I actually had an issue myself with them trying to get paid for all of the deliveries i made for them. At one point, they had owed me over $2300 for 5 weeks! Finally got my check from them, but it was after i made a compaint on their for not being paid and 3 weeks later, one of their company trolls found my post calling them out on what terrible customer and employee service they provide and i was terminated immediately.

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Mattress Warehouse / SleepHappens.com no warrany/no return/liars

DO NOT GO THERE EVER. I went in to buy a new mattress and explained I have a bad back. I was directed to the memory foam tempurpedic by the salesman. I explained that I had never had this kind of bed, but the man assured me there was a 90 day try it policy and that I could just return it if I didn't like it. I agreed then and paid a huge $1900 with a free box spring and free delivery. I got the bed in plastic wrap. I opened it AFTER the delivery men (who did not know English by the way) and found the box spring was ripped. I called the store and was told that is common if it is not wrapped at a certain tempurature and well and that they would give me a brand new one. I waited for 2 weeks and never heard back from them. I then decided to return the mattress and box spring. I called the store and said I did not like the mattress and wanted to return it. The lady on the phone said I could not since I did not sign that option on a piece of paper. I told her I was not given any paper, and she said the salesman had failed to give me one, but it was too late now. I marched into that store and met her and a male salesman. I was upset. I demanded a refund, but they said they had to call a "district manager", some fake person somewhere. Then the girl said I could exchange the mattress only and NOT get my money back. I was stuck, so I agreed. I was pointed to a Sealy Cool Springs and was told I could have it for the same price even though the tag on this mattress was about $300 more than the tempurpedic. I then agreed as I had no choice and then I thought I was getting a bargain and a better mattress. I went to check out and then I was informed I had to pay a restocking fee! I said I didnt' know what they were talking about, and they said I should have been told by the original salesman. I told the girl again I was not willing to spend more money. She said she had to call the "district mangage" again. I was in the store for 3 hours this time and each time a customer came in, they had me move away and try out a bed far from the new customer. Finally, I was told I could have the Sealy bed for an extra $63. I paid this against my better judgment. I came home and logged on to their website only to find the exact same Sealy bed for only $1299 with a box spring. I had been had and lied to. These people are thieves and liars, and I am willing to bet that the beds are used. NO NOT GO THERE EVER.

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caps2006
Annapolis, US
Dec 30, 2010 6:25 am EST

I went into a Mattress Warehouse with my girlfriend and was approached by a young woman who appeared nice at first. She nearly never left us alone the entire time we were there (until of course an older couple entered the store for her to feel out). Her actual knowledge of the beds consisted of several well memorized lines out of the training manual and whatever she could pull out of her ### to try to appear sincere, honest, and relate to my girlfriend and I. We resisted her superficial charm despite her persistent attempts until the door closed behind us.
We then went to the mall a few days later on Black Friday and were still in need of a bed (my gf just didn't understand sleeping on an air mattress would mean 1080p vs 720p and 6 inches on the TV). So hey there's a mattress store... we get half way in and see it's the same young woman from before and realize its Mattress Warehouse again. So after some more "sales(wo)manship" cough, I say no thank you and am my way to Best Buy when shes guilt's my gf into just putting "just one dollar down" so that we can get a promotion or some bs. Now if I weren't fantasizing about TVs I would have stopped her.
Anyway she lied her ### off saying that in no way we were obligated to purchasing the bed and if we wanted out dollar back then we could just come back or not bother. She says that oh we would have to come pick it up and there was no obligation. So a month later after I finally cave crushing my tv dreams by buying a bed a sams club, comes a bill for $539 and the news that we must have just forgot about the bed so they are going to be nice enough to deliver it for "FREE"! Turns out they dont show you a backside to the contract which ###s you over for life, makes it ok for them to lie if its not in writing, and makes them not responsible for ###! ### Mattress Discounters, im not going to take it!

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Mattress Warehouse / SleepHappens.com king mattress set

We purchased a King mattress set on Saturday with a promise for delivery on Tuesday. They later called and said the deliver would be Friday, but they would do it as early in the day as possible. At 5:30 that Friday night, 2 semi-English speaking men arrived with the mattresses. When they put them on the frame, the top and bottom ends of the top mattress were bowed. Additionally, the mattress was mis-shapen like it has been sitting on its side and all of the stuffing had fallen to the side that was on the floor.
We called the store and asked if they could leave the mattress but bring a new one the next day. They couldn't do that, so we refused delivery and had the mattresses taken away. I asked for a credit to my credit card and was told that they couldn't do that. I filed a dispute with my credit card company and the company called Mattress Warehouse and was told. by someone they said was very rude, that the credit would be generated within 14 days. After 21 days with no credit, I called the credit card company again and they again called Mattress Warehouse. The store manager knew right away that it was our dispute and said they would call us when they finished with the customer they were waiting on. That was 6 days ago. No call, no credit, no bed!
There are plenty of mattress stores - use another one!

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Mattress Warehouse / SleepHappens.com no refunds/limit 3 exchanges defects

To: Mattress Warehouse (President)
From: Brenda Hall
Date: March 24, 2010
Re: 3rd Mattress replacement

I write this letter out of pure frustration and yet no satisfaction to my concerns. Here are the facts concerning my situation.

1. On November 11, 2007, I purchased a Serta Perfect Day Celebration firm mattress for $1999.99. On my invoice number 10360 it shows that the frame and foundation was included in the price. I purchased it from Mattress Warehouse, 1245 New Churchman’s Rd. Newark, DE 19702.

2. This mattress was delivered to me on March 25, 2008 after we moved back into our home after experiencing a house fire.

3. This new mattress began sagging, and then on top of it, the body imprints became a major problem. I am handicapped and disabled that requires that I a have high quality mattress.

4. I thought that I was obtaining that “High Quality” through your company’s, Mattress Warehouse and Serta.

5. On September 4, 2008, Mattress Warehouse then offered an 2nd exchange mattress and my approval number is VA-1003.Please be mindful that this is only 6 months from the time I received my first mattress

6. The second (exchange) replacement mattress that I obtained was the Serta Tranquil Nights Knightdale. It was obtained on September 16, 2008, from the Mattress Warehouse located at 1257 Quintilio Dr. Bear, DE 19701.

7. There are no amounts listed on Invoice number 10306 that would indicate how much the value of each newly exchanged mattress was.

8. I then had to pay $ 65 .00 for delivery.

9. Here I am again, 1 year and 5 months later exchanging now my “third” SERTA mattress replacement request. How many times must I endure the same torture over and over again?

10. It was very hard trying to obtain a phone number as well as trying to speak with a live customer service representative. On February 18th, 2010, I finally spoke to a district manager who emailed the supervisor of customer service named Aaron. Aaron then faxed me paperwork and I then faxed all pages back to Aaron on the same day.

11. Then on March 1, 2010 R.Clark came out and measured the mattress and found that was defective.

12. I Spoke to Aaron again on March 16, 2010. He then faxed me a letter dated March 3rd, 2010 showing that Mattress Warehouse gave me another approval number of MM-5568 to pick a 3rd mattress and another delivery charge fee of $65.00.

13. I went to your store again in Newark, DE and spoke to the manager (Joe).He showed me a piece of paper showing that he had documented my complaint and the date on it was [protected].

14. I explained my situation concerning the mattresses and requested a refund. According to Joe, who called a Paul (district manager), who stated that a refund could not be made, only an exchange. Joe then stated that I would have to pick out another Serta mattress and would only have to pay another delivery charge of $65.00. I asked since I have been through this so many times with Serta mattress. Was it possible that I could pick another brand without paying anymore monies out of my pocket? Joe then laughed and advised me that if I did, I would have to buy a new box spring which could cost me about another $800.00 to $1, 000.00 more out of my pocket. Then he stated that if I get a Simmons mattress and kept the Serta box spring it would void any warranty that would ordinarily come with it. I also spoke to a Paul Montemurno District Manager who seemed as though this was a big joke, very sarcastic and rude. He only added fuel to the fire.

15. March 22, 2010 I spoke to a Brent Gibson from Serta Mattress who stated that the total liability of my situation relied totally on Mattress Warehouse.

My position in this matter is:

1. This is my 3rd (exchange) replacement mattress of the same maker (Serta).
2. It is my contention that this makers designs, does not contour to my stature. Even though your employees stated that it would after looking at me.
3. I should not have to pay any more monies in this matter. So far I have paid your company $2064.99. This includes $1999.99 first mattress and $65.00 for the second mattress delivery.
4. Now you are talking about another $800.00 to $1, 000.00 more to switch to a different brand name, plus $65.00 for delivery again and God only knows what a box spring is going to cost me. That equals $2929.00 plus.

5. Since I have received 2 defective mattresses thus far and they were top of the line mattresses. I feel that they did not meet my needs. In trying not to complain again about the mattresses. I tried several ways to save these mattresses. I brought a memory foam which cost me an extra $125.00.Then I tried a pillow top that cost me another 150.00. Now I am out of pocket another $275.00 which brings my total thus far to $3204.00.
6. Since it took so long trying to contact and resolve this issue with your company, I had to replace the 2nd mattress with a 3rd one, not from your company. This mattress cost me $699.00. This brings my out of pocket total to $3903.00.
7. On April 7, 2010, I called corporate headquarters and asked to be connected to John Ahern voice mail and still to this date I never received any corresponds or communication from him.
8. Since I was so fed up with this whole situation and the unnecessary, unfair treatment I have received thus far. I decided to protest at this store. Mattress Warehouse called the state Police and I was asked to vacate the premises and I did. This happened on April 8th, 2010.Also be mindful that Joe the store manager, thought this was a joke and kept on laughing.

9. On April 15, 2010 around 10:am I arrived at the Newark store to place an order for my 3rd mattress .In which Mattress Warehouse only gave me 30 days to do this per there request. I feel as though I was forced into this position. I (wrote) & signed the contract under stress and protest. About 4 to 5 pm my husband received a call stating that they wanted me to come back and fill out another contract or the other one would be voided. I am not well enough and could not do is again. The associate (Fred) called and faxed Joe and Paul several time while I was there and it seemed not to be a problem.
10. Then Fred pulled out the same complaint paper that I saw the other day, BUT on this day I noticed that a “Monkey” was drawn on the same complaint paper.
11. Then to add insult to injury, I feel that this is a clear case of racial discrimination and harassment. This has caused me sleepless nights, panic attacks and depression.

Am requesting that your company review my claims again and let’s try to resolve this matter in an expodiuosly and fair way. I placed a special order when I placed my first order, ” customer will call in 1-3 months to schedule delivery, ” as per your store requirements. I am also requesting a full refund of all my monies put out. Plus I want $13, 000.00 more for racial discrimination and aggravating my severe health issues. Then court cost and attorney fees if any. I am requesting $15, 000.00 for all that this company has put me through!

Also, since I have received 2 defective mattresses thus far, and am now picking my 3rd mattress, it seems to me that Mattress Warehouse VOIDED the warranty and not me. What ever happened to the fact or concept that the customer is always right?

Remember that your company’s repetition is on the line and you run the risk of loosing many customers. $15, 000.00 is a drop in the bucket for your prejudice company.

Question: If you brought 2 lemon cars and they would not run, would you go back to that same dealership and by a 3rd one?

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Maggs100
, US
Nov 06, 2015 11:21 am EST
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I'm also in the same situation and you are correct when you say that you cannot contact anyone who can make decisions. I'm furious as well, but I'm giving up and taking the replacement because I can't sleep on a broken box spring. I have been arguing with them for 3 weeks, so I understand your frustrations. I've contacted BBB to file a complaint, but Mattress Warehouse is just a bunch of unethical money-grub era, who laugh at their customers whenever there is a complaint. I'll never spend even a dime at their stores or any affiliated company.

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NOT A HAPPY COSTUMER!
, US
May 26, 2011 1:50 pm EDT

Im having the same exact problem and more, I purchased the mattress cover for 90$ and the mattress still got soiled when my kids spilled some juice go figure.Worst mattress buying experience ever I know what to look for in the future when buying a mattress .I think there all refurbished!

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Chuck Linkowich
Baltimore, US
Apr 28, 2010 1:45 pm EDT

Brenda I am in the same boat as you are with Mattress Warehouse. I had purchased there Simmons Full-size Whitehaven pillowtop on 9/7/09. On 10/31/09 I submitted my first claim for a defective mattress. I had recieved the same mattress for exchange..On 1/6/10 the 2nd mattress was defective. Had enough of the pillowtop ..Had got the Simmons NXG250 plush mattress with the memory foam(had to pay $800.00 more). Come to find out I put in a defective claim on 4/13/10 for the NXG mattress and on 4/27/10 I recieved my claim form for the mattress being defective...Can not get a hold of the store district manager at all...Do you have any numbers to the people above the district manager...www.tony20chuck@yahoo.com

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