Mattress Warehouse / SleepHappens.com
reviews and complaints

On 02/20/23 I bought a mattress from the Mattress Warehouse at 201 College Park Ln., Georgetown, DE 19947. I Paid the $19.99 removal fee, when the mattress was delivered on 03/08/2023, the delivery men refused to remove the old mattress. I have been ti the store twice complaining to the salesperson who sold me the mattress, he said that they don't keep cash in the store, so he would file a notice with the delivery company. I haven't received the refund or even a call about it.

Sales Order #[protected]

To whom it may concern,

On August 9,2022, I purchased a 2nd mattress from Mattress Warehouse because the one I purchased six months earlier had an extreme defect. After only six months of use, there was a significant “sinkhole” as described by the inspector who looked at the mattress in my home and immediately issued a warranty replacement. I promptly went to the brick-and-mortar store in Gainesville, VA to complete the exchange. At that time, I was encouraged to switch to a Tempur-pedic mattress. After being in the store for 2+ hours, I tested many types of mattresses. With much coaching and advisement from your mattress experts, I decided the Tempur-pedic FIRM was the right mattress for me. I found that it was extremely comfortable! Unfortunately, to my surprise when the mattress was delivered, it was nothing like the mattress I tested nor what was on display or advertised in the store. No exaggeration, this mattress was literally as “hard as a concrete patio”. I called the store explaining that I was sure and the mattress I ordered was not what was delivered. There was laughter on the other end of the line and the rep explained, “we call that the BRICK”. Also, and that everyone returns this specific item. I was then told I could do a “comfort exchange” and that the sales representative would fill out the paperwork. I did not necessarily want a “different” mattress, just the brand/item type that I originally tested in the store. Otherwise, what’s the point of going to a store to physically test the different types of mattresses. Maybe that is why many people have resorted to bed in a box. In my experience, going to the store doesn’t mean you’re going to get what you ordered.

Nevertheless, I called back to follow up and was told that in order to do the exchange, a manager’s approval was required but at that time, the Manager was on vacation for a week. Apparently, there was no one else in the sleephappens.com a.k.a. “Mattress Warehouse” delegation chain that could authorize any type of approval for a “comfort exchange”. Another week goes by and I still didn’t receive a call or approval from a manager. On September 5, I physically went back to the store to get status and was at that time encouraged to do yet another upgrade and was told that if I didn’t spend more money, the “comfort exchange” most likely would not be approved.

Because at this time there was a Labor Day sale, and I really did like the higher-grade mattress which was on sale, making it easier to afford on disability, I agreed to pay the extra money to purchase the “Tempur-pedic” upgrade. I was told I would owe an additional $620 some dollars and we agreed that the sales person would complete the order before the store closed that evening because there were other customers in the store. She would simply call and I could pay with a credit card.

On Sept 5th, I received a voicemail stating that the “comfort exchange” was not approved by a manager. At this point, I could only assume that the manager that was on vacation never got the message to call me as I had requested. As per the voice mail message, the salesperson told me that they were not working so I couldn’t call them back, however I had the option of attempting a “warranty exchange”. Given that option, I called the store and spoke with an individual that apparently was only covering Gainesville, VA store that day (he worked at another store) and could not provide any guidance. Again, I asked that I receive a call the next day and that didn’t happen either.

In the meantime, I have been sleeping on the “BRICK” mattress or on the floor which essentially feels the same. Be advised that I have serious spinal issues and this is affecting my health, pain level and the ability to get any rest. I have notified my disability attorney who is willing and able to participate in a call with all parties.

Is it common practice to take advantage of seniors and those with disabilities? My experience seems to support that opinion. I don’t understand a policy that will not authorize a “comfort exchange” when the mattress I received is “un-comfortable” and not what I ordered.

I respectfully request a call to discuss this issue with someone that has the authority to make take the appropriate action for resolution. Also, I would like for someone to inspect the “BRICK” mattress I currently have in an effort to provide options to get the mattress I want/need. If this situation cannot be resolved…I’ll have no other recourse but to escalate and report this by other means. (BBB, etc.)

I would like to speak with someone who has the authority to correct this issue and will not change the policy every time I speak with them. I have not been treated fairly, and did not get what I purchased. Based on the second bad experience, if I cannot get a resolution, I will have to find an alternate means in this matter will be escalated. My health is suffering and getting worse because of this experience. I will notify any and all agencies in this matter.

Complaints

· Delays due to not having viable back up resource when the primary POC goes on vacation can appear to be an attempt to delay action being taken.

· The mattress that I received was not the same item I saw and selected in the showroom and I reported this the very same week.

· At that point, the mattress should have been exchanged. Essentially, I was not given the product I selected in the store and purchased.

· Further delays, but ironically extended just passed the Labor Day weekend so the $600 difference is now – likely

· After many attempts to speak with someone regarding this matter, I have yet to be contacted.

Purchase date 7/19/22. Full size spring box broken request for replacement. Purchased at MW of Washington 14th St LLC 3339 14th Street NW Washington DC [protected]

Sold to Elsa Hiwet

2018 Peach Orchard DR Apt 23 Falls Church, VA 22043

[protected]@gmail.com

[protected]

Scheduled Date 07/22/22

Sales Order [protected]

Document Date 07/19/22

Re: MAL068989

Can you please assist

I already file a complain on the 13th of June regarding the king size matress.

Disintegrated on the left side and corner the right side is perfect.

We did turn the matress regularly as you suggested.

My account nr MAL068989

John Barry did reply back .

But I did not received any feedback yet .

Will appreciate your assistance

Regards Heléne Louw

[protected]

I purchased a Kingsdown mattress in Sept. and knew right away it was not the right mattress fo me. I was told to try it for a little longer. I had broken my back last year and was waking up barely able to walk. I went in to take care of the switch on Nov. 15. The kingsdown mattress was $3200, the Stearn and foster pollock was on sale for $2699.00. Leaving me a balance due of $500. It has beef 5 weeks and as of yet to receive the Stearns and foster. I called the store tonight (12/16/21) to inquire as too when I will get my mattress and was given a number to call to inquire. I called and was told I'd receive a return call. I got a return call from the regional manager and he was extremely rude, would not listen to me and told me I OWED an additional $100 and until that was paid the mattress would not be delivered. My sales person told me that because my new mattress leaves me with a credit that the $100 would be taken from those funds. I want this mattress exchanged and I'm not giving you any more money! I'm still do money back. I don't appreciate the way I was spoken too or basically thrown aside. I've given you $3400 and I have nothing! I have too sleep on my couch. I just want my mattress.

We purchased and ordered a Serta twin mattress for my mother-in- law. The box spring that came with it was not what we asked for. We called and got a lot of push back from the salesman, (Saquib) saying that we wanted the larger width. We did not. We have spent $5600 with that store and we are getting no customer service to date with this issue. We were told that the supervisor said we could get the smaller width (thickness), and we would be advised when it would be exchanged. That was two weeks ago. The purchase was made by my wife on 10/11/21 for $628.97. My wife's name is Judith Potter at 30 Catherine Ct, Bear De 19701.
We have the box spring that was delivered and it was not used although there is no longer plastic on it. Please have someone resolve this issue.

I sent a warranty request on 27 Dec 2020 for a broken bed. I was told I would get a call in 3-5 days. I did but missed the call. I called back several times but no answer.

I also reached out to John Barry who sent me a email short after my complaint was filed on line.. However he never bother to return a email just like the person who called never returned my phone call. I expect this online complaint will be treated the same.

Name and number; Anthony L. Williams, [protected]

My mattress is dipping in the middle. I am the only person using this mattress. Also when I roll over to the the end of the mattress, it feels like I am trying to roll up a hill. I purchased the box spring along with it, thinking the mattress would last longer. If possible I would like for it to be replaced. May I hear from you as soon as possible? Thank you.

Mattress Warehouse is a complete sham! Went in there last Monday, Valley Mall Hagerstown MD location. Our daughter wanted to upgrade to a pillow top mattress, so we went out shopping. Mattress Warehouse was our first stop. The sales rep greeted us very friendly we told him we were looking for a standard twin plush pillow top. Our daughter spotted one and laid on it. I too laid down it was very comfortable and plush. Our daughter really loved it so we made a purchase for this mattress and box spring. I asked rep if there was any problems with mattress after delivery, could we exchange or get our money back, he said no problem.

So we left with our daughter very happy and excited.

Next day mattress/box spring were delivered. They took her old which were in great shape just not a pillow top. After delivery men left we went up to re make the bed. To my horror the pillow top mattress was flat and no plush anywhere! The box spring was also making loud noises when our 115 pd daughter got on the bed.

I called the store and was asked to take pictures to send to store. After store received pictures I was told another mattress would arrive next morning. The sales rep tried to give me a bunch of bull about how mattresses are shipped, and how compressed they are. That it takes 2 to 3 months for bed to fluff up. What a bunch of bullcrap! The pillow top we tried in their store was soft and plush, if it needed all that time he should've told us, and we would have saved our money!

Next morning replacement arrived I checked it at the door and it was just as flat as the one upstairs! The delivery man even said it did not look like a pillow top, we both felt it and you could feel the springs when barely pushing down with your fingers. I told him to take it back, and asked if he could take the one upstairs too, he said no.

So I called store again and happened to get the sales rep who sold us the set. He got very defensive, and said they don't do bait and switch! He also said the same *** about mattress needing 2 to 3 months. He then told me he would personally deliver one from store. We told him we wanted our money back, he said that was not going to happen. He got ugly and we got ugly back.

After hanging up with sales rep I called corporate, boy what a joke. Corporate said that we took delivery of their mattress/boxspring into our home so therefore it is ours, no money back. First off if we would have known that mattress would not be the same as store, and if we took delivery we could not get our money back, then I would've had delivery men let me try it out on sidewalk! Because it would have gone back!

Now we are out the $364.00 we paid Mattress Warehouse and out another $424.00 from buying another pillow top set for our daughter from Mattress Firm, this is a real pillow top. Now we have to move out Mattress Warehouse mattress/box spring, won't sell to another even though it's only a week old, would not want anyone buying this set.

So now we are out $364.00, because Mattress Warehouse will not take back their mattress/boxspring and refund our money.

Take it from us don't buy anything from Mattress Warehouse!

We purchased a new sealy posturpedic mattress in the Frederick, MD, store. The salesman gave us serious misinformation and we did not understand their comfort exchange policy prior to purchase. The exchange policy is basically useless as you only get the sale price you paid, but have to exchange for a full retail value priced mattress, which means you will pay double or more to get a more comfortable mattress. The conditions are on the back of the invoice, which you receive after you purchase the bed. The salesman told us so many incorrect things, he gave us a wrong price for an adjustable base, wrong by 1/2, and told us that it was one of last year's models, then explained the comfort exchange as being so easy, etc., which we now know is false. The manager told us when we went back that we would be credited the sale price we paid, but could would have to pay full retail for the mattress we wanted to exchange for, meaning we would need to pay an additional several hundred dollars. The mattress we tested in the showroom was soft, the one delivered is so hard and causes severe discomfort and pain. This was the worst mattress buying experience of our lives. Use one of the online retailers that offer the 100 night trial and don't listen to anything the sales people at Mattress Warehouse tell you. They do not know what they are talking about or will say anything to make a sale.

I purchased a Serta mattress in Feb 2010 and it is really horrible. It sags and is so uncomfortable. I am the only person sleeping on it and I am only 125lbs. I am so tired of trying to find a comfortable area to sleep on it. The only resolution is to have a new mattress. Please help me to obtain a new mattress. I do have my original receipt from Mattress Warehouse. How can I resolve my problem? Let me know what I can do. I did contact Serta online and was told to deal with Mattress Warehouse and I can't get anywhere with them, Serta website cannot help me. It isn't fair for me to have to purchase a new mattress. Thank you.

I went into south salisbury blvd mattress warehouse to look for a new mattress i was greeted by sales man by name jerry.He was helpful as i looked around but the guy name charlie who was there was just nasty attitude and just plain jerk.Anyway i was looking for best deal i could get and was informed he had to call his dm in which that guy was a total ###...Jerry did all the right things.But because of this charlie and i believe dm name was tom i walked out .I will never give a business which such nasty people a dime of my money.To which other people have heard this tom the dm cuss at customers call their salesman liars when the sales man say there is no customers in store.I for one believe they have none for way the dm acts .By the way jerry thank you for all your help.Sorry they ruined a sale for you

02/16 After 10 months of having my mattress, it began to sink; therefor, I placed a compliant with the company. Upon examination of the mattress, the service workers confirmed that there was a sink in the mattress. However, upon receiving the letter, there is not mention of the sinking mattress, only that I had a stain. This warranty is only for stains and not the mattress condition.

Please don't purchase a mattress from this company because this company will not admit to defects in their mattresses.