Mattress Warehouse, Warrenton, VA Informative - Awful Experience and Worse Prices
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 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 Mattres 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 where 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.