Mattress Warehouse--their tv ad sleep monkey is right on the money!!! We won 2 separate court cases against Mattress Warehouse, therefore we got 2 judgements awarded us. Case #1 delivery fee of $55.00 plus court costs and interest. Case # 2 full refund of our purchase price plus court costs and interest. 2 brand new mattresses went bad in a month and a half, they finally delivered two mattresses at the end August even though we filed complaints back in February.
One mattress was fine as to known defects, the other had a large stain--it was sent back. They delivered the other mattress a month later to replace the stained one, it too had a defects--it was coming apart and the stitching looked like angel hair pasta dumped on it. That too was sent back. They were to deliver yet another one on Saturday. Weeks later we waited no one showed up but we did give them another hour after being held hostage in our home every time.
So in effect we had gotten 5 defective ones and we also discovered we had a bad box spring, sagging and springs about to pop out. The other new mattress was not 2 months old yet and it started to sag already. Are they selling factory seconds as new or selling factory rejects as new? One must wonder. No more Serta's for us.
Do they sell junk or what I hope none of you have to go through that mess? But I do know this company Mattress Warehouse has tons of complaints and yes they contain sagging. Seems like some people from the news media needs to investigate this poor excuse for a company. I would not recommend them to a dying dog or anyone else. My best advice--run as fast as you can out the store.
On Friday, October 16, 2011, we had the displeasure of working with Sabo, the store manager of the Mattress Warehouse in Warrenton, VA, who was every bit the used car salesman. We wanted to buy two mattresses for a new weekend home and have them delivered. He negotiated a free delivery and one free frame, but offered the second at $65 (you know these frames, the ones you find free on the street). He offered us his "best" price for two mattresses and we bought them for delivery the following week.
However, we happened to stop into a Mattress Authority after a visit to Sherwin-Williams nearby. Dennis, the salesman at Mattress Authority, immediately offered free delivery and free frames. He was professional and did not pressure us with offers that expired or try to convince us these were the best prices anywhere. We found two mattresses of identical comfort and a total of $450 cheaper! So we bought them. Dennis assured us that we shouldn't have a problem canceling the other order; it won't be a problem at his store.
On Monday, we called Sabo at Mattress Warehouse to cancel our order. He argues then tells us that we have to bring in the receipt. Really? We can't address this on the phone? So, we bring it in on Friday. We call to let them know we are coming. When we arrive, they have left a young "trainee," who conveniently could not get either Sabo or the district manager on the phone. They had five days to address this issue, but did nothing. The young trainer puts me on the phone with someone from NC who tries to tell me I got ripped off at the other store -- although he knows nothing of our purchase or where we made it.
After 45 minutes of phone calls and stalling, the trainee can't get any approvals and says she doesn't know how to do a refund. It was my impression that this was all intentional. The store was closing, so we called our credit cards companies to dispute the charge and left it at that. The trainee said Sabo would call to resolve. It has been four days and not a single phone call.
In sum, still no resolution. I question the reputation of a store that will not provide refunds for products that were never delivered. In fact, we never saw or touched our mattresses as they had to be delivered from a warehouse located somewhere else. I recommend staying away from Mattress Warehouse in Warrenton, unless you are great negotiator and are willing to risk a major issue returning goods that you never received. Instead, I highly recommend Mattress Authority down the street, who were professional, offered a similar product (in fact, we bought the same manufacturer) and delivered the mattress on time.
EYSVILLE, MARYLAND -- My story with Mattress Warehouse concerns some questionable salesmanship, incredibly restrictive return policies, dreadful customer service and an inexplicable management philosophy. I would strongly recommend not buying from them. After a $300 loss, I went to Mattress Discounters nearby and had a very positive experience.
Summary: I stopped into Mattress Warehouse in Cockeysville, MD to buy a twin pillow top mattress. I looked at one for $1,000 and quickly requested a lower-priced. The next one I saw was comfortable and had a soft top, or so it seemed. I didn't think to confirm it was a pillow top. I bought it, missing the sign on the wall that said no returns. When I got home, my wife and daughter said it wasn't a pillow top, so I returned 19 hours later with the mattress in its original packaging. The assistant manager said no returns but he assumed an exchange was OK. That's what I was planning to do anyway, so that was fine.
But when I finally spoke w/ the manager – who sold me the piece, BTW – he said absolutely no exchanges either (what business outside of fresh food does this, when they can immediately resell the product AND still make the sale?). He said it was corporate policy and gave me their number. I called and finally got the district manager's voice mail. He didn't return the call, so I sent the CEO a letter, saying I needed a resolution w/ in a week or I'd have to buy another mattress. No call from him or anyone else. Case closed, at least from their standpoint.
Not from mine, however. I maybe out the money, but I hope I can save others from a similar fate. After the dreadful experience, I shouldn't have been surprised by anything but still - what company wouldn't at least have a middle mgt lackey call and pay lip service after getting this? I was so frustrated by their rigid return rules, stubborn refusal to talk to the customer and lack of business acumen, I wrote a poem based on the fateful trip of the castaways to Gilligan's Isle. Pass it along if it makes you smile (I didn't at the time).
FREDERICK, MARYLAND -- My wife and I bought a Serta pillow top mattress almost 2 years ago. About 6 months ago, we noticed that there was sagging in certain spots of the mattress. Thinking it would go away, we moved the mattress around, took it off the bed frame, put plywood between the mattress and box spring, etc, and nothing helped. After about 3 months of trying different things, we contacted Mattress Warehouse, after all we have this great 10-year warranty.
After some time (they kept never receiving the fax of the invoice), a "third party" warranty guy came to our house and measured the bed, took pictures, and ran tests. The guy explains to me that the worse he has ever seen was a 2.5-inch sag, so he measured our bed, and it came in a little over 2 inches. With this, I thought, yea we are definitely getting a new mattress!!
After another 2-week wait, we get a letter from Mattress Warehouse, stating they are sorry but our mattress is not covered by the warranty because there is a stain in the top left corner of the mattress and therefore voids the warranty. But they would be happy to assist us in buying a new mattress. Are you kidding me??? Do you think I will buy another mattress from them again??? This is ridiculous. Needless to say, we will buy a new mattress but it won't be from them. Beware of the Serta pillow tops!! And Beware of Mattress Warehouse's warranty!!!
MECHANICSBURG, PENNSYLVANIA -- Beware of buying anything from this company. We bought an expensive King mattress and box spring for almost $2,000. After about 6 months, it started sagging in the middle. We had them come out and take a look. Their 3rd party inspection team admitted it was sagging on both sides. However, they found a small sweat stain at the head of the bed and used that as an excuse to deny the claim. Their warranty doesn't mean anything. They try to find any excuse to avoid doing the right thing.
Technically, the warranty is indeed void if the mattress is found to be soiled in any way. However, the stain had nothing to do with the sagging. It is poor product, and terrible customer service. They are very nice when you are buying, but when you have a problem they don't help. The only reply I get quickly is them providing excuses when I complain. Bottom line.... I didn't want money back as much as I wanted a good mattress. I didn't get either. Their product is not worth the money. I wouldn't ever buy anything from this company.
I bought a Seta King set at Mattress Warehouse in Olney, MD for $1500 in May, by August it was sagging terribly. We placed a claim and the inspector came out. He told my husband and I (who were watching him run the tests) that the sag was 1.5 inches. Naturally, we thought our claim to exchange the bed would be approved- but it was denied. When I called and spoke to the claims department they told me the sag was only 1 inch (the warranty is for 1.5) and they would not budge. I asked to speak with a supervisor and they told me that they would call me within the week... I'm still waiting for that call!
So now it's 3 months after our denial and I'm getting ready to submit the papers to have the inspector come back to hopefully get an exchange approval. Fingers Crossed. After reading reviews on this and other sites, I believe that Serta has been making inferior mattresses. If my warranty claim is not approved I will consider getting the Montgomery County's Department of Consumer Affairs involved. Just a bit of information too: my mattress was manufactured in Lanham, MD. I wonder if there is something shady happening at this plant. So buyer beware, get a different mattress brand!
FALLS CHURCH, VIRGINIA -- I ordered a mattress from Mattress Warehouse in Falls Church, VA, on Dec 4. On Dec 5, I returned to the store to cancel the order because I found out that the salesperson had misled us into thinking there was a warranty on the mattress. Since we bought a floor model, it turned out there was no warranty. I filled out the paperwork to cancel the order. This was faxed to the district manager to be approved on Dec 5. Note that the mattress was never delivered.
Since Dec 5, I have spoken with Dean several times as well as Aaron at Customer Service asking about the status of the refund. Their customer service dept is very difficult to get hold of. I have left several messages and have never been called back. When I have gotten hold of someone, they have each assured me that the district manager has the paperwork and the cancellation will be coming anytime. I am still waiting for a credit as of Dec 29.
MENTOR, OHIO -- I recently decided to invest in a quality mattress and have never bought a mattress before. We purchased a Sealy Embody Motivation from Mattress Warehouse. After making our purchase, MW missed the first and second delivery dates due to the model being backordered. The mattress arrived on the third try while my husband was in the middle of something. The delivery guys asked if the plastic should be removed and my husband replied yes, unawares that meant a final sale according to MW's return/exchange policy. Apparently in Ohio, there are strict regulations and an exchange/return is voided if the plastic is removed.
While the mattress is beautifully made, it's not the mattress for me. The mattress was slept on 2 times and was protected by a waterproof pad purchased at MW. I've called MW to ask for a refund or exchange, yet they refuse to entertain the idea and say I have no recourse since the plastic was removed. Is it really possible that I'm stuck with a $2000 mattress that I hate? If the consequences of plastic removal are so severe, shouldn't the delivery people be instructed NOT to remove it?
If they had made the first or second delivery I would have been there and the plastic would have stayed on. And how is it really possible to try out a mattress with heavy plastic on it? I've not found any information on Ohio State regulations with regards to mattress purchases, which leads me to believe that MW's incredibly restrictive return policies are unique to them and designed to finalize sales.
FREDERICK, MARYLAND -- My husband bought a ComfortPillow from Mattress Warehouse on Thursday, January 28th at your store located at 451 North Frederick Ave, Gaithersburg, Maryland. 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 did an internet search and learned that hundreds of complaints against Mattress Warehouse stores have been filed. As I stated in my email to Office of Consumer Protection and others, I have learned that hundreds of complaints have been filed against Mattress Warehouse. Additionally, Mattress Warehouse Corporation is not accredited by the Better Business Bureau and received a grade of "F".
VIRGINIA -- 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 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 callback.
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 complaint in the Virginia area to do the same. The BBB's telephone number is 757-531-1300.