Mattress Warehouse Complaint - Zero Customer Service And Failure To Honor Warranty Claims
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 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.