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Mattress Warehouse and Serta Mattress Problems
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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!
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Easton, MD on 06/05/2013:
BEWARE! The Serta scam I and many others encountered was believing the MATTRESS WAREHOUSE store would have an electronic record of my purchase. THEY PURGE THEIR RECORDS EVERY 18 MONTHS.

Also, DON'T ACCEPT A WRITTEN RECEIPT!!! These are not accessible in the computer, making it even harder to prove your purchase.
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Mattresses: Terrible Return Policies, Unethical Sales, Short-sightedness
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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 eysville, MD to buy a twin pillowtop 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 pillowtop. 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 pillowtop, 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 (see below), 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 may be out the money, but I hope I can save others from a similar fate.

Here is the letter to the CEO of Mattress Warehouse - http://docs. 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 - http://docs. Pass it along if it makes you smile (I didn’t at the time).

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Ytropious on 04/25/2010:
I guess I can understand why, mattresses are one of those things that are LIKE food, you can't do anything with it once it's returned. Even if it looks beautiful and pristine on the outside, someone might have injected it with poison through a tiny pin hole (talking about food of course). Don't mattresses come in a plastic bag? Is it possible to take it out of the bag and put it back in? I really don't know. At least you can try and sell it on Craigslist or something.
Venice09 on 04/26/2010:
Not only did you pick out the wrong mattress, but you neglected to read the return policy. It really doesn't matter why you think they should exchange it, the policy is no returns or exchanges. I wouldn't buy anything under those conditions, which is why I always ask about the return policy first.

Sorry this happened, and it would have been nice if they accommodated you, but you can't blame a store for sticking to policy especially when they did nothing wrong.
MDSasquatch on 04/26/2010:
I like how the first 4 letters in your town's name were removed; other than that, you should have read the no return policy, this is not the fault of the retailer.
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Don'T Get Taken In By Their Ads!
Posted by on
Mattress warehouse

their tv ad sleep monkey is right on the money!!!
We won 2 separate court case's 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 cost's 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 to had a defects it was coming apart at the stitching looked like angel hair pasta dumped on it. That to 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 though 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 ding dog or any one else my best advice run as fast as you can out the store.
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Anonymous on 11/26/2007:
Good that you went to court and won. We always must stand up for our rights.
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BOY COT Mattress Warehouse RUN SCAMS
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Mattress Warehouse are they running a scam on the general public. Selling Selling mattress's over and over. Selling to one customer then say it was canceled then sell it to another customer then sell a higher priced set to another , then sell what one paid for to yet another customer.

I was talking to a guy who used to work at A Mattress warehouse , he told me the managers are supposed to lie to the public just too make a sale and the company seems to ignore customers complaints as if we / they do not exist.

We had a serious situation in our home that almost killed us. The house was completely taken over by a mold that is the second most dangerous one, it w as 2 times the standard level.. We were both hospitalized in November, advised not to return too our home until it was safe. We were able to move back in on December 25th of 06 after 5 weeks of living in a hotel. We had to clear our house of all it contents plus pull up all carpeting , gut 2 rooms to bare studs. Neither me or my wife had a chance to recover like most people day in day out we were moving things out or tearing thing out even the crawl space had to be gutted of all plastic and all insulation.

You could just imagine how we felt drained totally wipe out and it is still ongoing the cost is high , we lost hundreds of dollars in our belongings still going though them.

Every thing we can keep must be sanitized before it is brought back into our home. The insurance company has refused to help or pay for one thing. This deadly mold is known as Aspergillus , trust me it is not to be taken lightly it is quit deadly, it took over the whole house and heating a/c system. The cost just to remove this mold was over $4,000.00. Here is my complaint that did nothing but add to our situation which I wish on no one.

We knew we could move back in on December 25th, so we needed two sets of mattress's and box springs. We had to trash ours do to the toxic mold contamination. We went to Mattress Warehouse to purchase these items but they did not have them in stock the salesman could not tell if they could be in by Saturday 2 days before Christmas. He didn't seem to smart. He showed us two sets of queen size although we wanted regular size mattress's, He told us they were sold to a customer but they canceled the order, so we could buy them pick them up Sunday Christmas eve, they cost more but we agreed do to the fact we had to have some thing to sleep on after all we have and are still going though. We financed it the deal was set only because we knew we could have them to pick up on Sunday.

Well this jerk sold one set to the same customer who had canceled the order even though we had paid for them and he knew our story what kind of business dealing is that to pull on a customer a scam a criminal act, I had to sleep on the cold floor the whole time until these jerks got us the other set in which was Friday , so do to rain we had to pick it up Saturday January 6th of 07. This lousy company couldn't even deliver it to our home we had to pick it up. You may ask why not sleep in the same bed as my wife she has other medical problems so it was not feasible.


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Anonymous on 01/11/2007:
Not sure what "holey socks" have to do with the 70's LOL.
Sounds like you and your wife really have been through a mess, glad you are all clear and back home. Do they have a corporate office you could complain to? Was the mattress OK once you got it home?
Anonymous on 01/11/2007:
In your letter you said that "he did not seem very smart". Well you have a few words spelled wrong in your letter so you don't seem smart either.
tander on 01/11/2007:
I would of used "he's not too knowledgeable" in place of "He's not too smart". Why did you buy something you didn't want? I don't understand if you wanted stand size mattresses then why did you buy queen size and spend more money?
spiderman2 on 01/11/2007:
I certainly feel for all of your difficulties, but a few things stick out to me...the biggest one being why would you buy mattress sizes you didn't want? surely there has to be somewhere else in your area that sells mattresses and would even deliver and set up. Also, if you look at your homeowner's insurance, mold likely is not covered. Most people don't realize that until it happens to them. Good luck to you.
nsee on 12/11/2010:
You are asking us as consumers to avoid a store that you probably should have walked out of if you felt that everything was going on. You wanted Full sizes, but you bought Queen...If you wanted full sizes to take that day then maybe you should have gone somewhere else. On another note, one person does not reflect a company, so why would I not shop there because you got one bad salesperson??
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The experience was great! Larry made it fun and easy to get a new mattress!
Posted by on
Rating: 5/51
FLINT, MICHIGAN -- We went in looking for a new mattress that supported both of our sleeping habits. Larry was great with our little guy! Larry was not pushy and got us in and out with a fantastic deal! We enjoyed our experience and love our new bed!
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Fraudulent Customer Service
Posted by on
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 any time. I am still waiting for a credit as of Dec 29.
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Restrictive Return/Exchange Policies in Ohio
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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.
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rockfishing on 09/16/2010:
I don't know of anyone who would want a mattress that someone else slept on for 2 days. Not to mention possible contaminants from some else such as dog hair, cat hair, bedbugs, not to mention the unmentionable. The mattress company would have to trash it and take a loss simply because someone decided they didn't like the product. If they let that happen they would quickly go out of business.
PepperElf on 09/16/2010: say the delivery people should be instructed to not remove it... but perhaps that is why the delivery people asked you and never removed it without your permission.

as for wanting to sleep on a mattress that's been used twice... there are people who'd buy it anyway. However you won't get back the full price if you resell it.

if you really want to get rid of it, have you considered donating it? Then you can keep the receipt and claim the entire amount on your taxes
Helpful on 09/16/2010:
LaRue, if you itemize on your tax return, Pepper makes an excellent suggestion. Many people fit within the 20-30% tax bracket and would be the equivalent of getting back around $1500. Way to go Pepper!

Before jumping to such a conclusion, however, may I suggest giving yourself some time to get used to the mattress. Two nights are hardly enough. Most companies that allow the return of mattresses require a 30 day "breaking in" period to allow you to become adjusted to the new purchase.
Venice09 on 09/16/2010:
In most States, mattresses are not permitted to be resold by law. That's why you must be very careful to check the return policy before purchasing one. It really doesn't matter that the plastic was removed. As you said, you would not have been able to try the mattress with the plastic on. The important thing is the return policy. Even if returns are allowed, the mattress cannot be resold and the store takes a loss, but at least you're not stuck with one you don't like.
spiderman2 on 09/16/2010:
You do state that if you would have been there the plastic would have stayed on. This indicates that you were aware of the policy. In hindsight, you should have shared this information with your husband.
Venice09 on 09/16/2010:
Here's some info on Ohio's second hand procedures for bedding, etc.

I don't think stores want go through this just to sell a used mattress, which is probably why they discourage returns.
Obsfucation on 09/16/2010:
There is an epidemic of bed bugs in this country currently. States that allow mattresses to be returned should stop the practice immediately. Consider this: if a mattress gets returned with bed bugs, it goes back into a warehouse full of new mattresses. So even if you aren't taking the risk of buying a used mattress, you are still put at risk. Mattress sales must be final.
Venice09 on 09/16/2010:
Obsfucation, mattress sales do not have to be final. Stores can choose to accept returns even if they can't resell the mattresses. That would be terrific customer service. But with a lot of businesses suffering right now, they are going to be less lenient. People should keep that in mind when making the purchase.
Obsfucation on 09/16/2010:
But Venice, if they are gracious and take the mattress back how do they get it back? In the very same trucks they deliver the new mattresses in. And where do they bring it back to? Unless they have a dedicated truck taking them directly to an incinerator, they shouldn't be handling them after they have been in someone's home.

It would be much easier if they just emphasized at the get-go that the mattress cannot be returned for any reason, so choose carefully.

They do it for bathing suits, just extend the concept.
Venice09 on 09/16/2010:
Obs, I agree. This has always been a problem, and the current outbreak of bedbugs is making it worse. These mattress companies are going to have to find a way to deal with it, even if it means having a dedicated truck and storage area until the items can be sanitized/exterminated. That's why I said they are going to be less accommodating with returns. I just don't think selling mattresses as final sale is going to go over too big. People want to try them out first to make sure they're not stuck with something they can't sleep on. I wouldn't be surprised if mattress prices go up to cover some of the costs being caused by the bedbug problem.
PepperElf on 09/16/2010:
oy good point, I forgot about bed bugs

also for bed bugs be careful about whom you let into your home.

one man I spoke with said his apartment maintenance man was checking apartments for outbreaks.

after finding an outbreak in one apartment he... proceeded to check other apartments. meaning he made a bad situation even worse by spreading the bugs.
furnman on 09/16/2010:
Being in the furniture business on the management part I have personally worked with many customers who did not like their new mattress after a night or two. The stores that have a comfort trial period ask that you sleep on it for about a month. If your old mattress was bad, it will take a while for your body to adjust to proper suport. Most of the customers that I asked to try to slppe on the new mattress for the 30 days kept the new bed, saying that once they adjusted to it they were very happy with the purchase. I am not sure about the out of the plastic thing, but I do know that for either exchange or warranty the mattress has to be clean, no stains.
Venice09 on 09/17/2010:
That's a good point, furnman. If someone is used to sleeping on an old, saggy mattress, a new one would take some adjustment. I think thirty days is about the right amount of time.
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No return once merchandise leaves store
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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

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".
4949 New Design Rd.
Frederick, MD 21701

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Alain on 02/20/2010:
A good reason not to shop at Mattress Warehouse.
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Zero Customer Service And Failure To Honor Warranty Claims
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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, 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 is 757-531-1300.
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Serta Mattress
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FREDERICK, MARYLAND -- We went to Mattress Warehouse and bought a very expense Serta bed. Once at home I found the mattress would sink in all around me making me hot and uncomfortable, not to mention hurting. So I called the store and they let me come down to get a second mattress but firm. I thought this would fix the problem but nope this bed also had sink spots and I woke up hurting worse than when I went to bed. I explain to them I'd had surgery for my back and this bed just wasn't any good. So once again I tried to replace it but the store wouldn't let me even though I'm supposed to have a 10 yr. warranty, so much for warranties. I ended up calling a Consumer mediation clinic to help me out but still got nowhere because the clinic closed for the summer.

Now just last week I had to pay $45.00 for a second inspection which consists of a string test, which everyone knows that won't show any sink spots. But I'm waiting again. The manager is very nice and understanding at the store as he's seen these problems many times over with the same bed Serta but the company seems to care less.

They need to step up to the plate instead of ripping people off. Tired
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Anonymous on 06/10/2008:
Warranties usually cover manufacting defects. If the matteress firmness is your issue I'm not sure there is much the store or Serta can do.
Mrs. Fantastic on 06/10/2008:
The string test will show 'sink spots' if you truly have them. And I'm with Robf. Your warranty has nothing to do with them returning the mattress. You should've tested it longer in the store. Did you actually lay on this mattress before purchasing it?
Tired! on 06/10/2008:
Yes I did lay on the mattress while in the store.However just a few minutes didn't tell me anything about the mattress.But at home after laying in the bed all night and waking in a hole told me plenty.Hopefully this will get taken care of .I've never in the past had such issues and the beds were much cheaper.
Mrs. Fantastic on 06/11/2008:
Of course your past beds were cheaper. My gas that used to be $1 is now $4, but guess what- it's the same gas. Mattresses that used to cost $500, now cost $1000 with high prices of foam. That doesn't mean it's better.
Anonymous on 06/11/2008:
The reason a string test will not show sink spots, is because there are no sunken spots. The mattress needs to be tested for uniform firmness. To test for uniform firmness, place a heavy object on the bed (like a bowling ball). Measure the depth the ball sinks. Move the ball to different places on the mattress and measure the depth the ball sinks. It should be fairly uniform across the surface of the bed. If the ball sinks significantly in certain areas, the mattress is not uniformly firm and is defective. Hope this info helps. Good luck, Tired!
Tired! on 06/11/2008:
Thanks Ghost of DocJ, you understand my point.As of yesterday I finally got a letter this time suggesting I go back to the store and get a new mattress only. So this time I plan to switch from Serta to Simmons which I've been told his good. I can only hope so after all I've been through with this company who really doesn't care about their customers. One thing I've also learned is never pay in full for a purchase pay on time until you know everything is okay.Will keep ya posted.
Tired! on 06/11/2008:
Thanks Ghost of DocJ, you understand my point.As of yesterday I finally got a letter this time suggesting I go back to the store and get a new mattress only. So this time I plan to switch from Serta to Simmons which I've been told his good. I can only hope so after all I've been through with this company who really doesn't care about their customers.Of course I had to pay for the second test of $45.00 then have to pay $65.00 more to switch. All said and done this bed has cost me $3000. One thing I've also learned is never pay in full for a purchase pay on time until you know everything is okay.Will keep ya posted.
Tired! on 06/11/2008:
Since posting my last news about finally able to get a new mattress but not box spring part.I paid for a match set not mix match.I plan to go back to the store and fight for what I paid for.Also since the mattress has been found to have sink holes as I've been telling them all along I don't think it's fair I had to pay for a second test, plus more deliver charges of the next bed I get.
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