BURLINGTON, NORTH CAROLINA -- I purchased a new mattress from these crooks and specifically ask the sales person Daniel if they would REMOVE THE OLD BED. He said yes. I paid $75 for delivery, specifically so I didn't have to go through the trouble of getting rid of the old one. The store is less than a mile from my house and I certainly could have picked it up for free. When the delivery guys showed up they refused to pick up the box spring of the old set, they said they would only do 1-for-1. This is NOT what Daniel had said to me. I called the store and talked to Daniel and he really didn't seem to care. These guys are not to be trusted.
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.
FREDERICK, MARYLAND -- We went to Mattress Warehouse and bought a very expensive 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.
FAIRFAX, VIRGINIA -- I purchased a mattress set accompanied with a headboard and foot board set on 1/6/08. My order was set for delivery on 1/9/08. I received a call on 1/8/08 stating that the bed would be delivered on 1/9/08 but without the accompanying headboard/foot board set due to manufacturer backorder. I stated that I did not want to receive the mattress unless I would be receiving the headboard and foot board within the two-week delay due to manufacturer backorder. I was told that I would receive this by 1/23/08 and thus I proceeded with mattress delivery.
The first problem was that I waited for delivery and then got a call saying they forgot to load it on the truck. I spent an entire day waiting and then had to take another day off for delivery. This was a small issue but the larger issue came later when 2 weeks later I had received no call on the delivery of my headboard/foot board. I tried calling the store the entire day of 1/24/08 with no answer. I then proceeded to call a different location and was told that they didn't know why I was not informed that they no longer deal with the manufacturer and would be unable to receive the product purchased.
I was also told that my sales rep no longer worked for the company and that location had new management. I contacted management on 1/26 and never received a call-back. I waited until 1/27 and then went to the store to speak to the manager. The manager of the store told me the computer said the product was on backorder and that he could not help me until Monday when he would be able to talk to customer service. I was told I would receive a call-back on 1/28/08 from him but I could call customer service myself and try to resolve the issue. I never heard back from management on 1/28 or 1/29.
I called customer service on 1/30 and was told that the company no longer worked with the manufacturer and was told I would receive a call from District Management. I did receive a call from the Executive Director of District Management who told me they could offer me a different product due to the manufacturer having the product on backorder. I called the manufacturer and was informed the product was not on backorder. Thus, I feel I was again deceived by Mattress Warehouse. However, this was at the Executive District and Corporate level.
I have yet to decide whether I will take the substitute offered. I would not have purchased the mattress from them if the headboard and foot board I selected was not carried by them. I am confused as to how the actual manufacturer, corporate customer service and management at an alternative branch can say that they no longer work with the products manufacturer and yet district management and location management say it is on backorder. This has been the worst case of customer service I have ever experienced from any company-especially one that prides themselves in customer service.
VIRGINIA -- Mattress Warehouse are they running a scam on the general public. 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 to 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 was 2 times the standard level. We were both hospitalized in November, advised not to return to 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 through them. Everything 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 quite 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 due 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 too smart. He showed us two sets of queen size although we wanted regular size mattresses. 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 due to the fact we had to have something to sleep on after all we have and are still going through. 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 due 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.
To those of you who feel like I do shafted, PLEASE BOYCOTT ALL MATTRESS WAREHOUSE STORES. DO NOT GIVE THEM YOUR BUSINESS. 15 phone calls to them they did nothing but ignore us. This is not how you run or operate a business. The salesman looked like a 70's throwback holey socks and all.