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!!!
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.