Mattress Warehouse Consumer Reviews - Page 3

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.

USA, MARYLAND -- DO NOT FALL PREY TO THESE ADS BUY 1 GET 1 FREE (Mattress Warehouse). Mattress Warehouse will not give a HOOT about your complaints neither does SERTA mattress company. If you are contemplating on purchasing new mattresses this is a public warning to protect you and your money. Mattress Warehouse runs this ad buy 1 get 1 free.

Are they excessively over priced for 1 set? If you buy a queen set then get a half bed or smaller or anything in between as the free set you will come out the loser on both ends. DO NOT BUY THIS MATTRESS FROM ANY ONE GENESEE by SERTA - total junk.

Have they just doubled the price and added more to 1 set good QUESTION. My understanding is in New York these types of ads will not fly to protect New York consumers. New York has SOME SMART PEOPLE. They have 132 stores. Check NJ, PA, DE, MD, VA, DC.

If you want to know about Mattress Warehouse check all your local consumer affairs office. I have found at least 65 such complaints. They all have 2 major themes sagging springs and the company refuses to talk to customers period - refuse to call back. Type in Mattress Warehouse. See complaints. Md has a lot so does Va.

I was given some information by one company not related stating they have bad reputation with customers. They do not care. Every mattress this company has checked for Mattress Warehouse all came from the same manufacture in Landover Md, king koil, Serta, Simmons from what he has seen. He even went as far as to say mattress pays between $250.00 to $300.00 or slightly according to size.

SPRINGFIELD, VIRGINIA -- The items were purchased on a Saturday late in the afternoon by my wife. At the same time about 50 miles away my son was purchasing the identical set. The next morning I returned the set my wife bought because it is close to our home. I explained to the young lady what had happened and she agreed to the refund of what we had spent the day before (in cash). She then said she needed to get an approval for the refund from corporate, she called and spoke with a manager who argued with her but finally said OK and for her to send the invoice in and they would cut a check and send it to me.

I was not real happy with this since we had paid cash less than 24 hours earlier. I agreed and he said it would take up to 2 weeks to receive the check. That was January 15, it is now the 26 of March and nothing. I called the customer service rep who said she would look up the account and call back still nothing. I have tried to call 7 more times and have left messages but to no avail.

FREDERICK, MARYLAND -- Totally unprofessional and dishonest, they will sell and deliver to you a defective mattress and refuse to cover it under any type of warranty! I noticed within one night of sleeping on the mattress. Get everything in writing and even then beware, they will not give any type of refund or mattress!