Complain about a product or service

Mattress Warehouse

Jamie of New Lothrop MI (09/01/08)
I purchased a Memory Lux 6/6 mattress set on 2/16/08 from the mattress warehouse in Flint, Mi.for $1299.00. It is now the 9/1/2008 and the mattress is concave on both sides and has a lump through the middle. I contacted the store and left a message for someone to call in the middle part of july with no response. Again I called 2 weeks later and spoke with Larry Brough owner of the store he told me he had customers and he would contact me later that day. Once again no call.

second week of August I went to the store and spoke with Larry Brough said he was sorry was just about to call me. He took my information and said he would send someone to look at the mattress. Two weeks later no one has been here yet. called once again there was someone here the next day of couyrse while I was at work only my kids are home. Tells my kids to have me contact him in 3 days. I do and he tells me the factory warranty is void because of a small stain on the mattress. My reciept says nothing about a Limited Warranty Just full warranty.

I purchased this for 1299.00 and is in worse shape than my old mattress. I will have to buy new again because it has no support this is less than 8 months old plus possibly time off work to pursur this case in court.

Donna of Hanover PA (08/23/08)
I purchased a $1012 Serta Mattress in March 2008. Since I was purchasing two other mattresses as well at the time, the salesman gave me a 'deal' - and gave me the mattress for $800 They delivered the mattress 03-29-08. Within 2 weeks of sleeping on the mattress it developed a 6 inch deep by 3 foot wide by 4 foot long depression. I have been complaining ever since. They refuse to replace or refund me for the defective mattress.

I am 84 years old. I have a lot of physical issues. I cannot sleep on a defective mattress. It affects my ability to function.

Michael of Hollywood MD (08/17/08)
I paid for a new mattress and box spring at the California, MD Mattress Warehouse on August 11, 2008 using my credit card. Delivery was scheduled for Saturday, August 16th and documented as the Actual Delivery Date on the invoice. The salesman (David)could not guarantee a time, so I chose August 16th and adjusted my schedule accordingly. David also advised me that the delivery staff would contact me on the morning of August 16th to give me an estimated time of delivery, and to call him if I had not heard from them by 10:30 that morning.

When August 16th arrive, I did not hear from them by 10:30 so I called and spoke to David, who advised me that he had not received the delivery schedule for that day and would call me back. He called back a few minutes later and told me that their fax machine malfunctioned during the week and the warehouse did not receive my order. He further advised that they would deliver my merchandise on Tuesday, August 19th, as they do not deliver on Sundays and Mondays. I advised him that this is unacceptable and I needed this merchandise today as promised.

He apologized and advised that he can offer a discount on the merchandise but can not arrange delivery today. I advised that I would call him back. I called back soon afterwards and asked to speak to his manager. He advised that he was the store manager, I asked to speak to his supervisor. His response was that he would attempt to contact his supervisor, the district manager and would get back to me. I told him that I wanted to speak to his supervisor and to please have him call me. I also checked their website, called their toll-free number to find that their customer service department is not open on Saturdays. I also called their Waldorf store and spoke with the manager there, explained my situation and he promised to look into this matter.

After not hearing back from David, I called him back to find that he left a voicemail with the District Manager but had not heard back from him. I asked for and received his phone number, which I called and left a voicemail for Kevin to call me back. I also received a call back from the manager of the Waldorf store, who advised me that all of the trucks are out of the warehouse and that delivery can not happen today. I asked him who I can speak to in regards to customer service, he advised that customer service is closed. I asked if he could have a manager call me and he advised he would check.

I finally received a call back from David, who advised that he spoke with the district manager, who offered a 10% discount on the merchandise but could not schedule delivery for today. I advised him that this is unacceptable and I want the district manager to call me directly.

After approximately another hour, I received a call from Ryan, a manager from another area. I explained my situation to Ryan and advised that I need my mattress and box spring today as scheduled and that if necessary, they should pay staff overtime and get it done. As a manager myself, you need to make good on mistakes and make the customer happy. He advised that he would check the status of this.

An hour later Ryan calls back to advise that he checked with the warehouse manager and delivery department and there is no way that delivery can happen today. I again advised him that this is unacceptable and that I wanted a refund via a credit back to my charge card. I lost contact with Ryan, unsure if it was cell signal or he hung up on me. I immediately called David at the California store and advised him that I wanted a refund via a credit on my charge card and I would be there soon to pick up a receipt indicating the refund.

David called back soon afterwards and advised that he could not perform the refund today as he did not have an authorization code to do so. He further advised that his manager will arrange for delivery the next day (Sunday). I then demanded that I either receive my merchandise today as promised or a credit to my charge card today. He advised that he could not do either today. I again asked him to have the district manager call me. I have yet to hear from him. I called my charge card customer service and placed a dispute on the charge.

Just wasting my time for almost an entire day

Don of Harrisburg PA (08/08/08)
We purchased a mattress from the store on Mar 31, 2008 after we were told that the company would refund $423.98, the difference in the price of the same mattress by their competitor Lancaster Mattress. We were told that we had to wait for the refund check because we paid by check and had to wait for it to clear.

Well, the check cleared 4 months ago. We received a written promissory note stating ck to be mailed from corporate office within two weeks, with the amount due, ticket # and the specifics of the competition, all signed by the store mgr and dated 4/16/08. My wife had to go get the competitor's offer after we were given the assurance and the mattress was delivered. We have contacted the store and the corporate office numerous times and are getting the run around with the same rehearsed line that the original paperwork was not available.

That line worked once but my wife went back to the store with the original paperwork two separate times to have them photocopy and forward the information to corporate. They actually wanted to keep our copy to send to their hq (imagine that). I was on the phone for more than 30 minutes today (8/8/08), more than 4 months after our purchase, and was only able to speak to the operator 4 times before I finally was connected to a voice mail of Melissa who promised to call me back. Big joke, she promised to call me back two days ago and Victor promised to call me back 2 weeks ago.

Both Melissa and Victor are in customer(NO)service and both were apprised of the situation and neither have done anything but avoid. I was asked by Victor on 7/24/08 to fax the information because they do not have any documents about this claim. I faxed them within minutes and have not so much as received a courtesy call. My next step is to report my dissatisfaction to the BBB and Attorneys General Office of both PA and MD.

The economic fallout is that I have been medically disabled since Mar 30, 2007 and need every penny we can save as I have no unemployment or assistance from local, state, federal or family.

Sharon of Baltimore MD (07/04/08)
I purchased a queen size mattress set that was on sale. They delivered a twin. I went back to the store and because of the mistake they offered me another mattress set on the floor in queen. I purchased it for close to $500.

When they delivered the new mattress set in the correct size they took the twin set. They said that they would put the money back into my account. The date was 5/17/06, amount was $351.19. I did not get my money back. Mark continued to tell me that the PO or whatever the letters attached to the person in the main office had not looked into it yet and that it would take a month to get my money back.

I called weekly and today. Today since it is a holiday he asked me to call back on Monday and he will see. I don't want him to see, I want my money back. He has given me terrible customer service along with not passing it on the the appropriate persons or even getting back to me with information.

I have contacted my Lawyer but will not take action until I receive a response from this e-mail. I am an average citizen and I have a budget. The monies not return is needed desperately. I will not use the company again and I have warned friends, church members and sorority members about the company. Please respond to me and remedy this situation. In one of our conversations Mark said that the refund would take 1 month. It is beyond 1 month.

no damage, just need my money returned. This is very inconvenient and extrememly stressful. The damage is to me physically, psychologically, and economically.

Mary of Coal Township PA (06/07/08)
On March 24, 2008 I purchased a queen size futon mattress. It was delivered on Mar. 28, 2008 in a dirty condition. I returned it, waited 2 weeks for a replacement mattress, the delivery arrived, however, due to a leak in the truck, the mattress was soaking wet and could not be taken our of the truck.

I then waited another two weeks and no delivery, I called and was told another mattress came from the factory dirty. After another period of time taking this to the end of April, a mattress was delivered, however this mattress is too small for the futon, it measures 56 X 76 rather than the 60 X 80 queen size. I report this to the company, they still did not come for the mattress and I have no correspondence from them since that time.

It is approx. 11 weeks since the original purchase and still have no acceptable mattress. I spoke with the District Mananger on the 3rd occasion and he laughed and said there was absolutely no way they would refund my money. Take my advice do not do business with the Mattress Warehouse, customer satisfaction is not their #1 priority. I have a dispute in with my credit card company, as well as a complaint filed with the Attorney General's office. I have never experienced such inefficiency and such a poor quality mattress. I am awaiting the results of my complaints but so far the company has not been in contact with me.

There is no result and the District Manager was rude and hostile toward me the one and only time I spoke with him. It appeared he did not care about this situation in the least.

Jim of Shenandoah VA (05/20/08)
We visited the Harrisonburg,VA store to buy our 2nd mattress from them on February 12, 2008. We purchased a mattress and box spring. My wife saw the models of wood bed frames they had and talked me into buying one. We were told by the manager Brian - I wouldn't order that particular bed, since it would take 2 weeks to get it in. But, if you buy this bed, we can have it by Tuesday. WORD OF CAUTION: DO NOT PAY Mattress Warehouse in CASH OR A CHECK!!!!!!!!

So, Tuesday came around, no bed. Same story as everyone else. No sir. It's not in. We'll call you when it comes in. They told me, some container from China was lost with the load of beds.

After 2 months of NO BED, I finally was fed up and asked for my money back. Well sir, the check has to come from our Corporate office. Should be to you in a week or so. Here we are a month later, NO CHECK... Called the manager - who said call my district manager -chew him out, not me....

So, we called Sean. Sean says, no problem sir. I'll take care of this right away. He calls back the next day and says, I have approved your check and they are mailing it today. Approved my check???Now two weeks later...NO CHECK...Called the store AGAIN....Brian the manager says, I don't know what to tell you sir.

Ruth of Fredericksburg VA (05/19/08)
I purchased a twin mattress / box spring combination from Matress Warehouse, Fredericksburg, VA. After only 9 months of limited use in a guest room, the pillowtop separated from the mattress base and the foam bulged up making it uncomfortable. I contacted the store and was directed to contact Serta by e-mail. I did so and received no reply. I re-contacted the store and was given a phone number to call. I called the number and left a message on the customer service recording several times. I received no response. I again contacted the Fredericksburg store and spoke with a manager. He said he would personally contact someone at headquarters and asked me to come to the store so he could fax a copy of the invoice, as well as pictures of the mattress which I supplied, directly to the proper person.

Eleven months after my original complaint, a representative from the company came to my home and examined the mattress. He took pictures of the mattress and also of the box spring although we had no complaint with the box spring. I subsequently received a letter stating the company was willing to replace the box spring (if I paid delivery and transportation charges) but they were unwilling to take any action with regard to the mattress itself. This response did not address my original complaint and offered no solution to my problem. The company's actions in this matter displayed an unwillingness to address my legitimate problems with its products and a total disregard for its customers. I will not do business with Mattress Warehouse again nor will I buy a Serta mattress.

I have an unuseable mattress which neither the manufacturer or the retailer will make right.

Margaret of Richmond VA (05/05/08)
On March 21, 2008 I placed an order for two (2) Serta South Haven twin mattress and foundation sets, which we on sale for two for one, and two metal bed frames. On April 4, 2008 I placed an additional order for two (2) more Serta twin mattress and foundation sets, two (2) daybeds, two (2) trundles and four memory foam mattresses to be deliver on April 11.

On April 11 the daybeds frames were delivered without the mattress frames, so could not be assembles. Two low-profile foundations, which were not ordered, were substituted for two regular foundations. One mattress was back ordered. Delivery of the missing mattress and daybed frames along with swapping out the low-profile foundations was scheduled for Saturday, April 19.

That day the salesman called to say the order would not be made since the missing mattress still was not available. Delivery was rescheduled for Saturday, April 19. Again no delivery; excuse, the order was a will call order. Delivery rescheduled for Saturday, April 26; again no delivery; recheduled for May 3, again no delivery. Salesman always apologitic -- still without satisfaction.

Ronald of Moneta VA (04/30/08)
Caveat Emptor, two words I wish that I had remembered from my High School Latin class! In December I purchased bedding from Mattress Warehouse on Towne Square Blvd. With limited opportunity to test the bedding in the store we were very concerned that it would be satisfactory. I discussed my concerns with the salesperson who assured me that we would find the bedding to be satisfactory. When I noticed that the receipt was clearly stamped no refunds, no exchanges the salesperson told me not to worry about it that Mattress Warehouse always stands behind their products. Caveat Emptor.

The very first night we tried the bedding we noticed that it was in fact satisfactory, for about 30 minutes! After that time the mattress began to sink and it felt like we were sleeping in a hole. I called the store the next morning and was directed to file with the Mattress Marshals (MM) (the warranty division). We did not use the mattress, slept in the guest room, filled a claim with the MM (twice) and we waited. And we waited. As we waited, we continued to be in contact with the store weekly and with the District Manager. Nine weeks later we still hadn't heard from the MM! Finally losing patience I called the store and told them I was bringing the bedding back. A new salesperson (the old one was gone) told me to bring it in the back door. I brought in the box springs and I tried to move in the mattress. I was met by a very angry Manager (he is also no longer with the store) who pushed me in the chest and told me that he was not letting me in the store. He threatened to call the police and told me that I could not bring the mattress in.

Why he wouldn't let me in I had no idea and even less of an idea why he felt it was ok to push me? But, in any case, I followed his directions. I stayed out of the store and left the mattress outside by the back door. Later I called the Manager trying to see if he had calmed down and to determine what the next course of action was. He was still mad, told me that he didn't give a damn what I said, didn't work for me and was doing what his District Manager told him to do. I asked him about the disposition of the bedding and whether the MM had finally been able to see it. He told me that he had removed it from store and it had been stolen. I did pursue this issue by filling a complaint with the Better Business Bureau. This complaint is still unresolved and will probably remain so.

Mattress Warehouse's solution was to admit the box springs had been removed from the store, offer no compensation, refund, or exchange and to suggest that since this item had been stolen I should file a complaint with Roanoke City Police! These items are on my credit card and I do not have the merchandise. Unfortunately, due to the time delay, there is no remedy through the credit card. I can't help but wonder if this delay for the MM was part of Mattress Warehouse's overall strategy? As a small business owner in the Valley I cannot believe this attitude. There appears to be no thought of customer satisfaction or of reoccurring sales. I personally find this attitude both short sighted and offensive. Caveat Emptor (buyer beware) at least when dealing with Mattress Warehouse.

James of Harrisonburg VA (04/27/08)
We purchased a Serta mattress eight months ago. It developed 3 indentations each morning which caused back pains for my wife. We called Serta and they sent a representative to measure the indentations. She came late afternoon and said the indentations were only 1 and did not qualify for replacement since the indentations in the morning did not qualify if they were not there later in the day. She suggested I check to see if there was a one year comfort warranty on the mattress.

I called Serta and said I thought our warranty for satisfaction was one year, their rep. said it would only apply in the first 30-60 days. I checked at the store and the manager said they did not give comfort warranties on their mattresses. I should add that the representative who came to our home advised us not to buy pillow top mattresses as she has heard a number of complaints about them

We paid over $1000.00 for the mattress and foundation and are stuck with a mattress I wouldn't use for guests. I will never buy another Serta mattress from any store and or buy anything from Mattress Warehouse.

Michelle of Gainesville VA (04/12/08)
Our 2 year old, Stearns & Foster king mattress set has deep indentations of at least 2 inches in each side. This mattress has a 10 year warranty against defects and was supposed to be a high quality mattress. In January 2008, I was advised that I should submit a warranty claim online. A representative visited my home and while I was out of the room tending my baby, the represented measured the indentations and advised that he didn't need me to be present. My claim was denied. I am appealing the claim and would like to have a representative revisit my home to remeasure and to show me how he arrived at his measurements. In checking further, I have since found that others had the same problems with this style of Stearns & Foster mattress purchased in the same time period. I hav contacted Mattress Warehouse but am being ignored.

We are a young family in a new home with a new baby and purchased what we had hoped would be a quality mattress that would last. Due to my child, I was unable to be present while the representative looked at our defective mattress and have no way of know how or why he reached his conclution.

Linda of Chantilly VA (04/03/08)
I ordered a 3/4 mattress in Feb. and was told at the time that it would be in the store in 7 to 10 days. I am now into April and no mattress in sight. To add insult to injury, I get no response from the store or warehouse and if I go to inquire in person, I get attitude laid on me. I am also told that there is no refunds so basically they have me by the short hairs. I will never do business with this company again. Over the last several years I have purchased from them several times and have sent friends and family to them. This time, the treatment I got has turned me totally off of this company. What the heck happened to customer satisfaction?

Linda of Chantilly, VA (04/03/08)
I ordered a 3/4 mattress in Feb. and was told at the time that it would be in the stiore in 7 to 10 days. I am now into April and no mattress in sight.

To add insult to injury, I get no response from the store or warehouse and if I go to inquire in person, I get attitude laid on me. I am also told that there is no refunds. I will never do buisness with this company again. Over the last several years I have purchased from them several times and have sent friends and family to them. This time, the treatment I got has turned me totaly off of this company. What the heck happened to customer satisfaction???

Thierry of Purcellville VA (04/03/08)
Mattress Warehouse (www.sleephappens.com). I purchased a 'buy one get one free' mattress from Leesburg, VA store. The last 2 months I've been dealing with either employees at their stores and district manager (Shawn Ahern?). I had not received the second mattress. The first delivery was the incorrect size and three no shows for delivery after that. I had to pay a friend on the last two attempted deliveries to be there, $75 each time. No show, no phone call, no nothing! This is rental property that is a 4 hour (one way) drive each way for me and my friend each time.

DISTRICT MANAGER HAD ALL MY INFO BUT STOPPED RETURNING MY CALLS.. My last conversation with the district manager was to give me free mattress pads and pillows for the inconvenience, which was acceptable to me even though it cost me several hundred dollars at this time and inconvenience. That never happened even after he and the customer service representative (Victor) said that it would be arranged and I could pick the stuff up from my local store. No one returned any phone calls after that and no compensation whatsoever. The quality of the service all around by all employees involved.

These mattresses were to be supplied for a beach rental property, based on how many people the property could accommodate (sleeping arrangement). I lost potential rental income, time it took to get to and from the property just to have 3 no shows on the delivery. Two of those I had to pay a friend $75 each time to stay there for the day to accept delivery (that's cheap considering the 4 hour trip each way and $60 in fuel round trip, $15 toll fees. This equaling $150 each time.

John of Chesapeake Beach MD (03/20/08)
Bought two mattress/box spring sets (buy one get one free). They were defective. Were exchanged once with the same sets after being told that the problems with this particular mattress were resolved and we would receive mattresses from the new production line. The new ones were even worse, breaking down in less than a week. Have been trying to get the issue resolved by phone, by e-mail, by stopping at the store, but I am being ducked all around. Every other time I go into the store the previous people that I dealt with are no longer there and the people that are just keep trying to pass the buck. Their customer service is non existent. How are they in business, and what can we do to put them out of business? I am sleeping on mattresses that are breaking my back. The mattresses that I replaced with these were thirteen years old and much better than these brand new ones. These people should not be allowed to continue in business. I want complete restitution, preferably in the form of cash so that I can buy from a reputable company.

My wife an I are both suffering from loss of sleep and back problems because of the ridiculously poor quality of these mattresses (Serta-Gennesee). They are of such poor quality that we will not even invite overnight guests because we do not want to subject them to sleeping on what we have to deal with.

D.t. of Forestville MD (03/10/08)
I purchased a mattress from MATRESS WAREHOUSE in Largo on March 4, 2008. We were contacted by their delivery office that the mattress would be delivered between 1 pm and 4 pm Thursday, March 6, 2008. After taking off from work, the delivery guy never showed up. We contact Craig at Largo to see what was the problem. He said that he is sure that the mattress is on its way because their drivers do not return to the warehouse unless all deliveries are made. It is now 5:45 pm and still no mattress. So Craig gave me the delivery guy's cell number. I called that number, and of course he did not answer it; so I left several messages with the delivery guy--and no response. Approximately 6:01 pm my wife got a call from someone from Mattress Warehouse and informed her that the driver was sick, and we will not get a delivery. (Keep in mind a day at work was lost.)

My wife stated to the guy that this was unacceptable, and the guy said, "Call your store, and rudely hung up the phone. I called Craig back and told him what just happened, and he said he would call the warehouse himself to see what's going on. Meanwhile I asked my wife what was the number on the caller I.D. that the call came from? She gave me the number, and if was the exact number that Craig gave me for the driver. Apparently the driver called and said the driver got sick (which was himself), and no delivery would be made. I called Craig back to tell him that the person who hung up on my wife called from the exact cell number that was given me earlier in order to contact the driver. By this time, Craig was in touch with his Division Manager about the situation. No one was able to get in touch with the driver. It appeared Mattress Warehouse had a driver riding around the street with my martress and could not be contacted by his own company.

Needless to say no mattress was delivered on March 6, 2008. I was then told by Craig he would leave the information with Paris the next day, and that I may get a more definitive time on delivery the next day. Well of course, I did NOT get a definitive time--but another 1 pm to 4 pm time slot--which means more time off from work. Well, the mattress arrived at 3:45 pm, March 7, 2008. We were promised 100 dollars over this mattress for the confusion. Apparently Mattress Warehouse has been incompetent for years and really needs to be investigated for their poor delivery service and poor quality mattresses, and in other cases (Paris and Craig in our case were helpful), poor sales personnel who do NOT return calls of follow up on customer complaints. We as consumers have to stop settling for less when it comes to customer service after a consumer spends anywhere from $900 to $2000 on a product.

We lost time and income from missing work.

Catherine of Richmond VA (02/26/08)
I purchased a bed and 2 mattresses from the store. I was given a delivery date, but no one showed. When I contacted the store I was told that the item was back ordered. I called everyday for a week trying to find out when the bed would be delivered. Finally I was given a date, February 8th. The truck showed up with mattresses but no bed. I refused the mattresses and immediately contacted the store. To make a long story short, there was still no date on when the bed would be delivered. I asked for a refund. I was then told it would take 3 weeks to get my money back, even though the check has cleared in January. This Saturday will be 3 weeks. I need to know what can be done to get back my money. I haven't heard anything.

I threw away all of my old furniture, counting on the delivery date I was given. I was not contacted about the back order at all. I've been without bedroom furniture since the 26th of January and can't get my money back to purchase more. This has been a real inconvenience.

Bethany of Elizabethtown PA (02/23/08)
I purchased two complete sets of extra long twin mattresses from Mattress Warehouse on Oregon Pike in Lancaster, Pennsylvania on February 7th. I paid cash - in full - at the time of purchase. At that time, the manager told me to choose a Tues, Thurs or Sat delivery day for the next week. I chose Thursday, 2/14, for my delivery. (It may not be relevant but worth noting that the sales associate was so sound asleep at her desk when I arrived that she had a red imprint on her cheek from her hand.) A week later on 2/13, I received a call from the manager indicating that the mattresses I purchased were special order, and they would take at least 10 days to get in. The ten days was from the 13th--NOT from the day I purchased the mattresses. (Why did it take a week for them to figure this out?) After much discussion, the manager indicated that I could stop by any time for a refund of my delivery fee; this is what they were doing to make it right. Yesterday, I contacted the store as it had been 10 days since this phone call, only to be put on hold for several minutes; and then the sales girl told me that the person at the warehouse who could tell her if my mattresses were in had left for the day. (It is interesting to find a warehouse that only has one employee!) The girl did not offer to get the information and call me back--instead she told ME to call HER back tomorrow (that would be today). Instead of calling her back, I decided to take the 30-minute drive to the store to pick up my delivery refund and inquire about the mattresses. When I got there, the gal had a manager from another store on speaker-phone, trying to make it right with a gentleman who was in the store complaining that the wrong futon had been delivered to his home, and it was missing pieces.

Once that fiasco was straightened out, I asked the girl to check on my mattresses. She called the warehouse and got a voicemail - and left a message asking to be called back with information on my mattresses. I told her that meanwhile she could give me the refund on my delivery fee. She told me that she was not authorized to give refunds, in spite of my having paid cash for the purchase! Apparently, only managers could give refunds. I explained that every time I go in there, I am driving 30 minutes to get there and that the manager had told me to stop by any time for my refund. This didn't seem to phase the girl, who couldn't tell me when a manager would be around to give me the refund. I left the store without any information on where my mattresses are or when it might be convenient for them to give me a refund. It's been 2 hours since I was at the store, and I've still not heard back from the sales girl on where my mattresses are.

The mattresses were purchased because I cannot fit a full-sized king mattress/box spring up the stairs to my third floor bedroom. I have been without a bed for 2 weeks, waiting for these mattresses to show up--sleeping in my daughter's bed. I am out several hundred dollars in cash and I have no bed.

Linda of Ocean View DE (02/05/08)
Mattress Warehouse sold me a mattress that sagged after only four months of one person sleeping on it. I bought a different, more expensive mattress (shame on me) because the manager promised he would return my money if the warranty was not honored. He's been arrested for stealing from the company. There is a new manager, and of course I've heard NOTHING from the company about my warranty.

Delivery was also an issue. I had to take off from work to receive delivery, and it came so late I could have worked all day. The crooked manager wrote the sales receipt for the wrong mattress. I didn't catch the mistake until after it was delivered, so I didn't get the one I wanted. When I returned to the store to point out this error, the manager told me a story about HIS manager switching the display models. The new mattress isn't much better. DO NOT PURCHASE FROM THIS COMPANY...OR YOU, TOO, WILL BE SORRY.

Konstantin of Alexandria VA (02/05/08)
I placed an order for a mattress online. It was delivered in the timely manner, however it was of a wrong size! I have been calling both customer service, online orders, district managers, and was sending e-mails on their site. No result. They really need to take seriously what they are writing about customer being a #1 priority on their website. DO NOT buy anything unless you like absence of customer service!

Karen of Bowie MD (01/24/08)
On December 22, 2007, I visited the Mattress Warehouse in Bowie Towne Center to possible purchase a mattress, and take advantage of their buy one, get one free promotion. The salesperson Junior, who incidentally conducts business like a used car salesman. I purchased a queen mattress set and was supposed to receive a free full mattress set. After three weeks with no contact at all from Mattress Warehouse, on January 15, 2008, I telephone the store and spoke with Junior, who assured me that he would check into the matter and get back to me by noon the next day.

The next day I received no contact from Junior. On the following day, January 17, 2008, I telephone again and asked to have the entire transaction cancelled. Junior at that time informed me that the mattresses I originally purchased were no longer sold by Mattress Warehouse (information I had not received prior to this telephone call). Junior then told us that he would provide me with a free upgrade to the next higher end mattress and that I would receive delivery by the following Wednesday (January 23, 2008). (THIS IS NOW OVER A MONTH SINCE I PURCHASED THE MATTRESSES.)

Junior told us that we would receive a call on the morning of delivery to give us a three hour window on the delivery time. I explained that I felt uncomfortable receiving two mattress sets without ever having seen them, but Junior assured me that the mattresses were higher end than the ones I picked out. When the delivery date arrived, my daughter took the day off from work. My daughter received no phone call informing her of any three hour window and about noon decided to call Mattress Warehouse. The delivery men showed up about 5:00 PM (she had waited all day), and the mattresses were of extremely poor quality. The full size mattress is flat and looks like it belongs on a convertible sofa (I didn't even know they made mattresses like that anymore!) The clincher was the box spring for the queen set was delivered without plastic as if it had been removed from someone else's bed and brought to my home. My daughter, needless to say, refused to accept the queen box spring. (I was at work because I would have refused all of it because it was crap!) On my way home from work,

I receive a call from none other than Junior who at this point is denying everything he previously represented to us, refused to provide us with contact information for the district manager and when asked if there was anyone above the district manager, informed us that the district manager is as high as you can go in the company. Also, Junior's call basically was to let me know what he was NOT going to do, i.e., he was NOT going to be able to deliver the box spring until the following Tuesday, that he was NOT as a good customer service going to provide us with bed frames etc. At that point, I started to see red. I told him that he made no attempt whatsoever to contact me over a full month and when he does finally contact me he has the gall, instead of making a good faith attempt to rectify a situation that he is personally responsible for, he has the nerve to call me with what he is NOT going to do. I also assured him that no one else was going to waste a day out of work. Junior then informed me that he was going to talk to his district manager and would get back to me by noon tomorrow (today). Of course, we received no call from Junior and when we called the store we were informed that he is off for the next two days (which means he had no intention of contacting me and what are the chances that he actually spoke to the district manager regarding the problem?)

At this point I have had enough. Despite the smoke and mirrors with respect to contacting the district manager, we left several messages for the district manager, John Gibson. He too does not return our calls. My daughter tells of a young woman who spoke very nasty to her yesterday and hung up on her. This is the worst experience, bar none, that I have ever had with any company. I would tell anyone not to have any dealings with Mattress Warehouse. My daughter works in the media and she fully intends to let the public know of their underhanded business practices.

This situation is extremely stressful. We are out $632. Mattress Warehouse is not returning our calls, and we in no way want cheap mattresses that are not worth $6.32.

Melissa of Fairfax VA (01/15/08)
On Jan. 1, 2008 I went to Mattress Warehouse to possibly purchase a mattress. I spoke with the sales person who was very helpful. Later that day I decided to purchase the mattress that we discussed. I made the purchase using my credit card over the phone. The mattress was delivered four days later, no problem. However, since I ordered over the phone I never received a copy of my receipt. I went the following Sunday, Jan. 13, to get a copy of the receipt for my records. While I was reviewing the receipt in the store I noticed a charge for a bed cover/protector for $90.00. I asked the manager what that was for, and he stated that it is a separate item. I informed him that I never ordered the item nor did I ever receive the item. I asked him to issue a refund since I did not want the bed cover, and he refused. He said he did not know why the sales person added the cover. He then said, and I quote, "The sales person probably added this item so he could get an additional $10.00 in commission."

I then asked the manager to give me the bed cover since I had already paid for it and never received it. He refused to do this as well. At this point I told the manager I would not leave the store until he either issued a refund or gave me the item I paid for. He refused again to do both and proceeded to call 911 for a police dispatch. I waited for the police to arrive, explained my situation to one officer while the manager spoke with the other officer. I overheard the manager making the same statement to the police officer that he made to me regarding the item being added for additional commission. In other words, the manager openly admitted that his company committed credit card fraud in charging my card for an item that I never ordered or received. I called the district manager, Sean Ahern and left a message. I did not receive a return phone call, so I called back and requested to speak with someone ASAP. I was connected with the Loss Prevention Dep, and explained the situation again. I was told that Sean was on vacation and they would either find the person that is covering for him or Sean's boss to call me back. That was January 14, today is January 15 and I have not received a call back. I have already called today and left a message but no one has called back.

I have contacted Fairfax County Financial Crimes Department, and I am currently waiting for an officer to contact me so I may file a police report. My advice to everyone is this: DO NOT PURCHASE ANYTHING FROM MATTRESS WAREHOUSE! ANY MATTRESS THEY SELL IS AVAILABLE FOR PURCHASE AT ANY OTHER BEDDING STORE. THIS COMPANY SHOULD NOT RECEIVE OUR BUSINESS IF THIS IS HOW THEY TREAT THIER CUSTOMERS. I expect that I will get my money back either through the charge dispute filed with my credit card company or via a refund from Mattress Warehouse. Either way, my life will be far better if I don't do business with Mattress Warehouse ever.

Beverly of Mechanicsburg PA (01/10/08)
On a Monday December 31 2007, I walked into Mattress Warehouse becasue i saw a half price sale sign and since I was moving into a new apt that week, wanted a new bed, that I didnt have to carry up the stairs myself. I really did not plan on buying until later in the week, I was between paychecks as I get paid bi-weekly...and had just dropped lots of money for a new apartment.The store employee Ed, actually folllowed me into the store as he was outside when I walked up. He never greeted me and seemed generally annoyed at my presence and that of my two well-behaved children. He never cracked a smile.

I made a small downpayment to secure the bed price as the half price sale was ending the next day. He promised that if I came in and paid for the bed on Thursday, that my bed would be delivered Saturday....sooo...when I come in on Thursday to pay the balance, Jeff(manager) said So do you want delivery Tuesday or Thursday? I told him I had been promised the bed on Saturday. He said he was informed that the route was full.I told him I did not appreciate being promised something and then told something else. I told him I should not have to pay the delivery charge since I was not given the delivery date I was promised...meanwhile..im sleeping on the floor...He says it is out of his control and the best he can do is Tuesday.

Tuesday the bed was delivered, however...I was not informed that the box springs I paid for was in pieces in a cardboard box. The bed I picked out in the store was completely asssembled and no mention of this was made. I was under the impression that a bed delivery meant set-up. After all..If I can move one around enough to set it up on my own..I could deliver the $%*& thing myself. I have a bad back and was looking to save myself some misery..thats why I paid men to deliver my bed.I got home..the box spring is in a cardboard box...to be assemled..what a giant P.I.T.A!!! it took me two hours as the holes in the wooden frame were not drilled correctly and I had to make modifications.

Then my roomate informed me that they dropped the box so hard on the floor that it knocked out the track lighting in the kitchen below me. They were dirty, and left a grease stain on the carpet. I was informed by Jeff that I would be receiving a refund as delivery was supposed to include set-up (we'll see)..did I mention that I was stuck with two big cardboard boxes and plastic to dispose of...whatever happened to customer service?

I had to buy new light bulbs for the track lighting at $12.50 each...over 50 dollars in total...spend two hours putting a bed together after I had to cancel other plans to do so..and I paid 55 dollars for them to deliver this bed 2 miles. I had a huge mess to clean up and who decided box springs come in a 2x3 foot box now??

Andrea of Nassau DE (01/10/08)
I purchased a mattress warehouse verison of a Tempurpedic foam style mattress. The day I was in the store late May 2007 they were having a sale on this patiular beddig. Buy one get one free. Imagine that...I was getting ready to make settlement on my new house and need an extra bed for my second bedroom. I took my time and rolled around on lots of beds and once I decided on the 'foam style' mattress I asked questions, voiced concerns, and of course it is definitely BUYER BEWARE.

Before delivery I would go into the store and roll around on the bed I purchased just to be sure, I did this probably 2 times a week before the bed was actually delivered. Once the beds were delivered it took me less than a week to realize that I HATED the bed. Extremely hot and much too firm. I called the store and voiced my complaint and was told that I needed to give the bed a chance and that I would get used to it. Two months later I made the same call and was told I had waited too long to make the second call. There wasn't any thing they could do for me.

Now I am out $2,000. and have not gotten a decent nights sleep in months. Finally they did tell me they would sell me another bed. I would get the same discount offered to managers of the mattress warehouse. Wow. Just what I want...to spend $2,000 more dollars in that store. A bed is a HUGE investment. Since this has happened I have been stopping at other mattress stores in the area. ALL of them offer a COMFORT guarantee. You have between 30-60 days to decide if you like your new mattress, if not they will let you get another. When I mentioned that guarantee to my sales girl at mattress warehouse her comment was they'll tell you anything to get a sale. I can NOT afford another bed, hate the bed I did buy,am actually stuck with 2 of them, and got NO help from the store. I'm just a little cranky especially since I am not getting a good nights sleep!

Mahbood of Sterling VA (01/08/08)
On November 5, 2007, I purchased mattress and bed/bed frame from Mattress Discounters. I had financed the purchase through Wells Fargo. The bed itself came out to $500.00 before tax. A delivery date of November 11, 2007 was set. On the delivery date I received a call from the sales person that the delivery would be delayed because the bed was special ordered. I agreed to a delivery date on a later date. Again, there was another excuse for the bed not being delivered. On multiple dates (11/13, 12/15, 12/17) I was assured that the bed was either in transit or being processed. Finally, on 12/29, I was informed by the sales person that in fact, they do not carry that bed anymore. When asked about refund, I was told that the sales person was not able to help me out with that matter and someone else would assist me with that matter. Again, nothing was heard from either the company or representatives. I decided to contact the company office and deal with customer service. The customer service representative informed me that he will not be able to assist me and that I should speak with a Mr. Sean Ahern instead. Three messages were left on his answering machine and no reply.

Economic damages that resulted from me doing business with the mentioned company is that now I owe $500.00 to the financial institution for a product that was never delivered to me.

The company responds:

In response to Mahbood from Sterling: The consumer purchased a mattress, boxspring and full bed (headboard, footboard, and rails). The mattress and boxspring were delivered on 11/13/07. Unfortunately, the actual bed was back ordered then discontinued. The customer has since reselected and is being delivered on January 15th.

Melissa Jones, Customer Service Manager

John of Easton MD (12/26/07)
On Tuesday, 11-20-07, my wife and I purchased a mattress with a delivery date of Saturday, 11-24-07. The delivery was supposed to happen between 9 am and noon. Noon came and went without a delivery or a phone call. My wife missed two appointments because she was waiting for a call. We both spoke with John at the store, and he said he would call the warehouse and call us back. He never called us, which resulted in us having to call him back. The mattress was never delivered so I called John to indicate I was unhappy and would be asking for a refund. He said he would try to compensate me for the issue and would call me back. He did not call me back, so I called him early the following week. John indicated he did not call back because he wanted to see if the delivery happened. That infuriated me since we already discussed the delivery not happening late Saturday evening. He said the delivery truck was not in service, and the delivery could not happen. At that point, John indicated he had spoken with his DM, Kevin Keller, who authorized a 10% discount. I agreed to the 10% refund and John asked for my credit card number for the refund. I was driving so we worked it out to do the refund once the mattress was delivered, which was scheduled for Saturday, 12-1-07. The mattress was delivered on time, and the delivery agents were professional.

On 12-2-07, my wife made a trip to the store to provide John with the credit card number for the refund. John denied the refund and said he did not have the refund authorized. I followed up with John by phone and relayed my frustrations. I am also in retail and want to keep business in the local community, but this experience had made it very compelling to shop online. I am significantly unhappy with this service and feel I have been defrauded. John promised a price, but now that the delivery has happened he recanted. I contacted Johns DM, Kevin, but only by voicemail. Because of my work schedule, I missed his calls, and never was able to reach him on his cellular phone. On two occasions, Kevin left his cellular phone with another party who only indicated they were carrying his phone and could not help me. I stopped by the store location again on 12-24-07, and spoke with John. He indicated he could not give me a refund since he suspected his DM was taking care of it. I asked he call to validate it, but he refused. Their lies continued. I strongly do not recommend doing business with Mattress Warehouse. We are still owed money.

The company responds:

The consumer's refund was issued on 12/26/07.

Melissa Jones, Customer Service Manager

Jennifer of Harrisburg PA (12/23/07)
I ordered two mattresses and paid it infull before recieving the products, but were never delivered. Infact on their copy of the reciept it says delivery unsuccessful, but no one tried delivering the mattresses to my home. After about 6 weeks of excuses I decided to ask for a refund. They made a clerical error I guess and only reimbursed part of what I paid them. I am still trying to get the rest of the money that they owe me. This has been going on since September and it is now the end of December. I will never purchase anything from them nor will have thing positive to say about this company.

When I purchased the mattresses I was in the process of buying a home. I had no bed to sleep in for the first month I was there. Of course I was out the money that I paid them which was over $1,000. They still owe me about $200.

Larry of Greenbelt MD (12/23/07)
I to purchased a mattress from mattress warehouse and in less than six months it was sagging. I have no kids and I weight 162lbs. I was told by an inspector that the mattress compression was less than 1 1/4 therefore I was not entitled to any compensation.

Consequenctly I have suffered from rashes, nosebleeds, high blood pressure, headaches and back discomfort. I believe there are some type of chemicals in the mattress and it is falling apart for no reason at all. I need to know if the chemicals (in the mattress if any) are killing me.

Mary of Fallston MD (12/20/07)
My husband and I are in our 70s, both of average build, and we are not overweight. We have no children living in our home, and we have no pets. We keep all appropriate covers/sheets on the bed and perform no gymnastics on its surface. The product has endured no level of abuse beyond the normal sleeping habits of two 70 year-olds, and we have followed the care and warranty instructions to the letter. The mattress from Mattress Warehouse is failing, and its upholstering is coming apart--yet we have attained no level of satisfaction from the dealer or Simmons Warranty. According to the warranty inspector, it isn't sagging enough to qualify for any compensation, and the upholstery is not covered at all.

Even if the warranty does not technically cover upholstery, in the spirit of ethical business practices I believe they should consider the following: 1. It is less than 9 months old, obviously not abused, yet the frame is protruding through the fabric at the corner in two places. 2. The fabric is splitting in an area that doesn't even sustain repetitive contact. 3. The mattress itself is already sagging as thought it were much older.

The dealer, Mattress Warehouse in Bel Air, Maryland, was downright rude when I spoke with them about our problem saying it wasn't their problem, and what I did was up to me. A very personable Simmons Warranty representative did come to our home and her first words were, "Oh, I see your problem." Unfortunately, I did not see what she wrote in her report, and I did not get a copy from her. Apparently she either didn't write about what she actually saw or taking care of a customer wasn't considered important by Simmons. At the time of her visit, she seemed more concerned about hurrying up to get to a family gathering in Pennsylvania than about evaluating the condition of our mattress. All I am asking is that the mattress either be repaired free of charge or replaced. This was a $1,700 purchase and it should not be falling apart in 9 months.

The company responds:

Mattress Warehouse is upholding the manufacturer's warranty. The warranty does not cover stitching or the cover. The customer's bed has normal body impressions and is not saggging. A mattress is considered to sag when body impressions measure more than 1 1/2".

The consumer appealed our decision directly with Simmons Bedding Company. Simmons sent their own representatives to examine the mattress but found her mattress met all manufacturer specifications.

Mattress Warehouse must abide by the warranty guidelines set up by the manufacturer.

Melissa Jones, Customer Service Manager

Jim of Mifflinville PA (12/10/07)
We purchased a Cal King Simmons ($1300.00) mattress. Six weeks later we had deep holes where we slept. We finally reported it 1-1/2 yrs later. They sent an inspector who confirmed the pillowtop had fallen apart. Since we didn't want the same mattress, we returned to the store and picked out a different Simmons mattress. We upgraded to a better matress and downsized to a king. We purchase a new king size bed frame. Six weeks later the same problem. They sent a different inspector this time. He reported a 1-1/4 depession on one side and a 1-1/8 depression on the other, in just six weeks. He also reported the mattress side was broken down. The top edge of the matress hung out 1-1/2 over the bottom edge. A few weeks later we received a letter form Mattress Warehouse that our claim was denied. You need a 1-1/2 depression to get a replacement. I called the home office five days in a row 5 weeks ago and left messages at four different extentions. To this day I have had no call backs. The store manager says he can not do a thing until he gets approval from the home office. We now have $2000.00 in a mattress that is killing our backs due to NO support. I want my money back!

We have constant back pain due to a poor mattress. We are out $2000.00. That's my money and they will not refund it.

The company responds:

Mattress Warehouse takes every complaint seriously, and even uses an independent testing service to determine potential warranty defects in every mattress within question. If a product is deemed defective under its warranty, the product is replaced per the warranty guidelines put forth by the manufacturer. Mattress Warehouse makes every attempt at customer satisfaction.

Melissa Jones, Customer Service Manager

Jackie of State College PA (11/16/07)
Ordered mattress 10/24/07. Salesperson ordered wrong size mattress - discovered when delivered. Sent mattress back. No delivery on next delivery date because the distribution centre didn't have room on the truck for all the merchandise going to State College store. Hmmm. Thought I'd be a priority since the salesperson screwed up. No delivery on following delivery date because the distribution centre didn't have room for all merchandise coming to State College - again.

It's been 3 weeks now that they have my money and still no mattress. The salesperson doesn't get any support from the district manager in getting the merchandise to the customer. I guess they are supposed to sell as many mattresses as they can but the company doesn't provide the followup to deliver. I've had weekend guests with no mattress for them to sleep on. Having son home from college for 10 days and no mattress for him to sleep on.

Joni of Chambersburg PA (11/10/07)
bought serta-vera wang-solitaire queen mattress set, found to be defective after 6 weeks. store will not sell me another mattress of equal value, will only agree to take bad mattress if I buy a more expensive mattress. I bought mattress on sale, and it was the only reason I spent that much money. original price was 1300, I pd 1087. a comparable mattress for 1400 they want 370.99 more.

I'm willing to put 100-200 more into it, but I don't have 370.99 extra laying around when I went over my original budget to buy the 1st mattress. they also want to charge me another delivery fee of 55, but for the fact that the 1st mattress was defective, I wouldn't need a 2nd delivery. Why should that cost me? I think I'm going to have to call the better business bureau, and possibly take this to court. my original complaint started at 6 wks and it will be 3 mths at the end of Nov

the dip is on my husband's side only, and his left leg has been numb every morning when he wakes up for about a month. he can't sleep a whole night through.

Barbara of Wilmington DE (11/05/07)
On 8/17/07, we ordered a mattress, box springs and bed. The mattress and box springs were delivered. The bed has never been, despite repeated promises and attempted delivery of the wrong bed. The district manager even went so far as to tell me tonight that they had attempted to deliver the right bed. He claimed to have been in the warehouse and saw that the description and name on the box matched what we ordered. An absolute lie as the men who delivered the wrong bed completely destroyed the box.

The delivery men were able to confirm that the paperwork they had and the bed they attempted to deliver were not the same. At my insistence, The district manager Winston said he would contact the store to arrange a refund. Having seen so many other complaints now, I am willing to bet we'll never see that money. I wish I had known to check for complaints on-line prior to this experience. No one should have to go through this sort of customer service.

Laura of Washington DC (11/05/07)
I am now on my fourth bed from that store and each one has given way where my boyfriend and I sleep. (I know, the definition of crazy is repeating the same thing over and over, expecting a different result.. I guess I just couldn't believe that every bed they sold could be bad.)

Every time a bed went bad, I went through the dance of having BedChek come out to decide whether the hole was deep enough to receive a new bed. Twice it was, twice it was not. When it was not, I received a coupon in the mail for 50% off my next bed. In the effort of saving money, I complied. Big Mistake!

Customer service has been a nightmare, and finally, after waking up for my second year angry, I decided to invest in a sleep number bed from Healthy Back. It has yet to be delivered, but I am hoping that the problem is out of my life after this.

Cynthia of Leesburg VA (10/15/07)
I purchased a serta perfect day reflections euro top mettress and boxspring set on 8/17/06. Starting in June of 07 I started calling the store reporting that the stitching along the edge was coming loose. The store manager, Ricky, kept promising to return my calls after he would check and see what he could do only he never called back and then started avoiding my calls. By 8/26/07 I was told to file an online warranty claim. I jumped through all the hoops of that and still heard nothing. Finally I got a call from a bed check guy that wanted to come out and take photos. Only I was not available during the only 2 hour window he offered me so I was told it would be at least a month before anyone else could come out. So I started calling customer service again leaving messages with no return call. I even left messages for the district manager, Sean Ahern, with no response. Finally I got a call from another bed check guy who was more flexible. He came out and took photos. I never heard from mattress warehouse so I called the store. Ricky told me oh yea I got a fax about you a few days ago. He said the claim was denied because the bed had a stain. I said yes, on the other side of the bed there is a small circle where I spilled laundry detergent about 2 weeks before the bed check guy came. He said I would have to call customer service to sort this out. The stain would not have been there if they would have responded in a timely fashion and besides, it has nothing to do with the stitching coming out, it's on the other side of the bed.

I have a pillow top mattress with the top two inches that are loose and slide around the bed because the stitching is now completely out.

Brenda of Lusby MD (10/02/07)
We bought a Serta Premier Sleeper Nightfall. Just like everyone else, the mattress began to sag in the middle after 2 years' use. The Store Manager (23105 Three Notch Road, California, MD 20619) by the name of Bill - no last name - continues to tell us he is working on it.

I have a very bad back because of this bed. I am are retired, and my husband has cancer. We cannot afford a new bed.

Damaris of Falls Church VA (09/24/07)
My daughter purchased a twin bed for me from Mattress Warehouse in Springfield, Virginia, at the end of May 2007. The mattress is completely useless and literally has developed a sinkhole in the middle of it. It is so bad that I can barely sleep on it. I have arthritis of the back and neck, and both hips and knees are affected. I am in so much pain that I am taking to sleeping on the floor with my sofa cushions. I have tried to process the warranty but don't have my receipt as I never dreamed a mattress could be defective. I am 63 and on social security disability for my arthritis. The mattress in question is a Serta Fantasy.

I am in so much pain! My arthritis is worse, and I cannot sleep. I have no money to buy another mattress, and my daughter has no money now!

C. of Frederick, MD (09/18/07)
In April 2007, I purchased two beds for my children through the online store. The beds were delivered on time as promised however one of them was bent and lumpy. We thought this was due to how it was transported and/or stored and would work out soon. After several weeks, it was still lumpy w/springs poking the surface.

I called and was instructed to use the online form for warranty claim. I filled out the form and heard nothing. I waited 3 weeks and called.  I was told that warranty claims can take 6 to 8 weeks to get response so I waited a few more weeks. I called several times, left several voice mails. Finally in August, I call and manage to get a human who says "Oh, I see what happened. Your complaint was placed in the resolved folder. I will make sure it gets taken care of. Wes will call you in a day or two".

Big surprise, no call from Wes. I call several times asking for Wes - who is nowhere to be found. In early Sept, I get a return phone message from Melissa. On numerous calls to her, I get voicemail. There still are no arrangements to resolve my problem 4 months after the initial report.

I have spent $600 on a bed that must be replaced. My son HATES his new bed.

Judith of Richmond, VA (09/17/07)
May 1, 2006 I purchased an Applegate Pillow top Serta mattress and springs. In about 6 months, it started sagging in the center and continued to it's present depth of 1.5 ins. to 2.0 ins.

In July 2007, I filed for a warranty replacement with them and never received any communication. I sent them an e-mail the first of Sept. 2007 and have not received any answer. I wish I had researched them before I make my purchase.

Jean of Atlanta GA (09/07/07)
I purchased a XLFull Barrington Mattress and boxspring for my son, a student at the UMD, Aug. 3rd. Pick up was to take place 8/20. When he arrived, the mattress and frame were there but he was told the boxspring would be there the next week. You have enough complaints to know how the story goes - run around, unreturned calls from district manager John Gibson, mixed messages - it is there, it isn't, it will be delivered, it won't, etc. I have yet to see any resolved issues (are these not posted?). I am therefore moving forward as well with the MD attorney general's office, the Better Business Bureau and the MD state office of consumer affairs.

This seems as clear a case of consumer fraud as I have ever been involved with to determine the strength of a class action suit. Individually losses are minimal, but from what I have read, in the aggravate they amount to a substantial sum. I have also contacted the University of Maryland (given the proximity, this location gets a lot of UMD student traffic) to inform them of my treatment so they can share my experience. Students can draw their own conclusions about doing business with them.

Diane of New Carrollton MD (09/06/07)
The stories I have read are very similar to the problems I am having with Mattress Warehouse. I wish I had read or known about the complaints before doing business with them. Anyway, my first contact with them was on July 28, 2007. My husband and I purchased a queen-sized mattress and box spring. We paid $600. This was doing the promotion to buy one complete set and get another set free. We had a delivery date scheduled for August 4, 2007. However, after waiting most of the day for the mattress and unable to contact anyone at the store, we visited the store. We were told that the manufacturer had run out of the mattresses because of the special promotion. Additional mattresses would be available on August 18, 2007. We scheduled a delivery for August 18th. However, the same thing occurred on this date as before. No delivery and no call to explain.

We visited the store again and were told that the mattresses had been replaced with another mattress and would be available that next week. We thought we would give them one more chance since they had our money, and rescheduled a delivery date for September 4th. Guess what? No delivery and no call explaining what is going on. After three scheduled no-shows, we visited the store to get a refund of our $600. The individual at the store, Charles, who we had been dealing with since July, told us there would be no problem in getting a refund. He did the transaction to put the money back on my card. However, two days later and the money has still not been refunded to my account. In checking with this individual, he stated he checked with his manager and was told the money had been placed back into my account. In checking with the bank, this is not true. I have not received my $600 yet.

The economic damage that has occurred is that I purchased another mattress from another company, believing that my money was in my account. I discovered that it wasn't in my account when I checked my balance at the bank to discover that I had a zero balance, which I have never had. Luckily I have overdraft protection, but all of my little savings was automatically transferred from my savings to my checking account to cover this cost. I really need my money back. If anyone can help me do so, I would appreciate it. I don't believe they have any intention of returning my $600.00. Thanking you in advance for any assistance you can provide.

Mary of Arlington VA (08/23/07)
The delivery people forgot to pack the mattress I ordered on the day it was supposed to be delivered. I asked if they could drop off and set up the box spring and frame, but they said no, they would do it all together. But then they said they could not do it the next day. So it would be 2 days later. But I couldn't be there then. I was reassured this was no problem. To make sure my instructions were clear, I left a blueprint of the apartment and gave them instructions over the phone of where to put the mattress. I told them to call with problems. They did not call. But they did not set up the mattresses, just left them still fully packed in my hallway. Then I called the manager, Asman, to complain, and he said he would call me back. We went through this about 4 times, and he never called me back. I asked if the delivery people could come set up the frame. When he finally called me back, days later, he said there was nothing they could do to help.

I now have to set up the frame on my own or pay someone to do it. I think they should either send the delivery crew back to set it up as promised or reimburse me the $20 set up fee it will cost me to get someone to do it for me.

Lynn of Elkridge MD (08/17/07)
On 814/07 I ordered a Simmons Beautyrest World Class Stavos set in king size. I was told it would be delivered on 8/16/07. On 8/16/07 the delivery men arrived with a queen set. I told them to leave it on the truck and stay while I called the company. I had to wait 15 minutes to call the company when they opened at 10 a.m. I was told by Mark that he was filling in and could do nothing, and I would have to call back on 8/18/07. I told him I wanted it straightened out now and he told me he couldn't. I told him I was coming down to get a refund then, and he told me I couldn't have one. I drove down right after I got off the phone with him, and he kept making excuses. I let him know I was not leaving until he got a manager on the phone. Mark then tried to argue that i signed the form the order was written on and i let him know that was not my signature. he finally called a district manager who apologized to me and said the king would be out to my house on 8/17/07.

On 8/17/07 the delivery men arrived and were knocking pictures off my wall, knocking into my china, and destroying my house as they made their way to my bedroom. After they placed the very badly buckled mattress on top of box springs I asked them what that gigantic lump in the left center of the mattress was. It was so large I asked them was there a body in it. I informed them to wait while I called Mattress Warehouse. Mark answered when I called and refused to help me . He told me I needed to wait until Tuesday to talk to a manager, and a new delivery can be made Tuesday or Wednesday. I informed him this wasn't satisfactory, and he needed to get in touch with the district manager. He said he could not ...so I asked for a refund. He flat out told me no.

I told him I would call consumer protection, and he told me to call whoever I want. I called my husband who called main headquarters in Frederick, MD. He left numerous messages, and no one will return our calls. I went to my credit card company and filed a dispute after I took pictures of the mattress before it was loaded back on the truck. I just pray the credit card company can do something.

Jane of Lake Frederick VA (08/10/07)
I purchased two twin size mattress sets on 4/22/07 for our grandchildren when they come to visit us in our new retirement home. We did not move them in until the end of June. When we put them on the beds they were so high you could barely see the beautiful headboards. Also they were not the standard width which is 39-they were 36 3/4 so consequently they slid back and forth on the bed rails. Also the sheets did not fit because of the smaller width. My grandchildren will not be able to get in them because they are so high, and if they fell out they would certainly be injured. We were not told that we had a choice of a high profile or low profile base. We have not bought mattresses for over 30 years so all this height business is new to us.

I have since purchased a king mattress for another bed in Winchester, and Dan told us he would exchange the twin mattresses for the right size. He has given us no satisfaction so we went back to Marie who sold them to us, and she said to fill out a warranty form at the store. We did this, but Bill said it isn't a warranty problem so basically we are out of luck. I have called repeatedly the customer service # they gave me which was 301-682-8504, and they do not get back to me. All I want is either my money back or a 39" pair of low profile mattresses to replace the ones I have. I feel we were taken advantage of as we are not so young anymore, and things get harder and harder for seniors. Any help you can give us will be appreciated.

Annette of Woodbridge VA (08/02/07)
Bait and Switch by the store manager. We arrived and tested the 'Whitewater Falls' mattress by Simmons on July 28th in the Warrenton, VA store. Price listed was $2999, and Jerry said that he was in a sales contest and could give us the mattress set for $2200. We thought that was a great deal and agreed. Of course, he wanted us to pay for it right away, but we only agreed to put down $20 to hold the price for a few days. Low and behold on looking over the sales receipt the following day, we notice the name of the mattress listed was 'Whitehaven'. So I called another Mattress Warehouse and asked the price of the Whitehaven, and wouldn't you know it was $2199. So it would have been our surprise when the mattress came, and it was not the one we ordered.

Obviously, Jerry thought us stupid (pun) folks wouldn't figure out his little scam. Also, I was smart enough to take a picture of the actual mattress we laid on and thought we were purchasing, telling him I really liked the bed frame, knowing I wanted to have some record of the mattress if a problem arose. I will try to get back my $20 and wish I could have the manager fired. I have left 3 calls to Mr. McMannis, the District Manager, and have not heard back. This company cannot be trusted in any way, shape or form. Buyers beware! We were the lucky ones.

L of Bowie MD (07/19/07)
I went to Mattress Warehouse and got an 'economy' priced queen size bed; something I could have for a few months comfortably and then investing in a bed that I really want--this one could go into the guest room. So all was well. Delivery date comes and goes; not only can I not pick up the bed; it wasn't delivered from the warehouse and not only that...there are none in the warehouse. Of course, they ship from China so another 21 days possibly. Obviously, I want my money back.

Initially told that I must wait ten days. But it was a credit card purchase, so I don't have to wait. Then he said he needed a refund authorization code...that we are still waiting for. They have my money, and I have no bed. I have since discovered that they hire people and simply send them from store to store. That way no one has to be accountable for anything. After your week--you deal with a new person.

Patricia of Takmoa Park MD (07/19/07)
Bought a Lo Profile Cordoba twin box sping on May 13th. Told 3-4 wks delivery. After 4th week came and went Junior promised free shipping. Now July 19th still nothing. Set up two delivery dates. Missed both without calling. Most fustrating is lack of coordinated stories between Jesse and Junior. Second most fustrating is lack of property. Jesse has been more helpful than Junior. New promised delivery date is July 24th. Claims it has been in the warehouse since July 13th. Time will tell.

Lisa of Clarksburg MD (07/17/07)
In late November 2006 I purchased a Sealy mattress and box spring at the Silver Spring/ Four Corners Mattress Warehouse. The salesman asked if we wanted to save some extra money, we could get a mismatched set. The only difference is that there may be a different material on the box spring. It was for our weekend place in Ocean City, so I agreed. I was told no problem for delivery when I wanted it (12/30). When the delivery day came, I waited for patiently for the call to tell me what time they were coming. When it did not come as promised I called the store, and they called back to tell me that they do not deliver to Ocean City that day of the week, and basically too bad! So, it was set up for the next day for early delivery between 10 and 12.

Long story short, it showed up at 6:30 p.m. They set up the bed and out they went. Well, the bed sounded like it was breaking when you sat on it. Since the next day was a holiday, I called on Jan. 2 to complain--only to be told I waited too long and had to file a warranty claim! The inspector came out 2 weeks later and saw that the box spring was terribly damaged. He even admitted it was a piece of junk, and they lied to me about only being a different color. For the next 6 weeks the Frederick corp. office told me they did not have the inspector report, and then refused to return calls or respond to letters. I disputed the already paid charge to the credit card, and within days of the credit showing up on my bill I got a call from M.W. They found my letters, and of course were so sorry. I had to go back to the store where I bought it to arrange for a replacement delivery. They actually wanted me to pay to deliver a good one! Well, of course I straightened that out, and paid the difference to get the mate to the mattress that I should have in the first place.

Then I was told they could not do a weekend delivery because I was sending one back. That took days of phone calls to resolve. FINALLY, we received the new box spring. The same guys came to deliver it, and as the guy came in the condo he looked at the bed, laughed and said "I remember this one, this is the one I dropped off the truck and cracked." I got my new box spring, and the bed is fine. The kicker, they nicely wrapped the broken one up before leaving our place to get it ready for a new delivery to another sucker. Word to the wise, if they mess up your order dispute the charge ASAP. If you don't try to get your money back from them, they don't care about you.

Hours of my time were wasted because of the second rate service this company gives.

Thomas of Stafford VA (07/15/07)
I purchased a Euro-Pillowtop (Full) mattress with boxspring on 28 June 2007 with the promise that it would be delivered on Saturday, 30 June. That saturday, I waited until 12:00PM and no one called to provide me a time for delivery. When I called the store manager, Joe informed me that the warehouse did not have the mattress I had ordered in stock -- he should have called beforehand to make sure!! I rescheduled for the following saturday with the same results; no call, no mattress in the warehouse, and no delivery.

Like an idiot, I rescheduled once again for the following Tuesday. Again, there was no call to my house..., but this time the excuse was that their delivery truck broke down. The kicker was the lie that they (the warehouse) could not contact their delivery driver. What legitimate business delivery truck goes out without some form of communication??

I was also told that the mattress COULD still be on its way and I would have to remain in my house in the event it arrived, otherwise I would incur a redelivery charge. Well, needless to say, the mattress never came!!

I gave the Mattress Warehouse one last chance to deliver, which was on a Thursday. The delivery truck showed up..., with no call prior to arrival and they FORGOT THE BOXSPRING!!! To add insult to injury, the driver at first claimed that mattress I had ordered didn't come with a boxspring. Then he claimed that the boxspring had already been delivered and the driver tried to leave. I frantically called the Mattress Warehouse..., who told me that the boxspring would have to be delivered another day. At that point, enough was enough. I canceled my order, and picked up my refund that afternoon.

Ronald of Springfield VA (07/10/07)
On 26 June 07 we purchased a Futon sofa bed. The store manager, Mike, wrote up the order and told us it would be delivered on Monday 2 Jul. After waiting till about noon on Monday with no calls from the delivery people, my wife called the store to check on a possible delivery time. She spoke with Brianna who told my wife that it was marked for pickup at the warehouse in Maryland. My wife told her no, it was supposed to be delivered and tried to explain this when Brianna hung up the phone. I called later that day and tried to find out what was going on with the same results. We went into the store on Tuesday afternoon and spoke with Mike. Mike said it was a warehouse screw up and could deliver on 4 July. I explained this was a holiday, and we were not going to change our holiday plans because he screwed up. Then he promised delivery on Thursday, 5 July.

Well, my wife waited around until about noon once more with no delivery. She called the store, and Mike told her it was not in stock. That afternoon we went to the store and talked to Mike. Mike again told us it was not in stock. I asked why he didn't tell us this when we bought the sofa. He give us a story that the warehouse people would not tell stores if merchandise is in stock or not. So we agreed to take the floor model if he could deliver it. Mike promised it was no problem, and the floor model would be delivered on Tuesday, 10 July, between 5-6 pm. At 6:30 pm there was no delivery and no phone calls once more, so I called the store and asked to speak with Mike. Brianna answered and told me Mike had the day off. I asked Brianna when our sofa was going to be delivered; she hung up the phone on me again.

I then went to the store; she started crying and threatened to quit her job, etc. I asked for Mike's phone number, and she refused. Mike then called, and I talked to him, attempted to get a delivery time from him at which point Mike hung up the phone on me. BEWARE! Stay away from MATTRESS WAREHOUSE; they are terrible to deal with and do not keep promises, or tell you if merchandise is in stock or not. NEVER AGAIN!

Steven of Perry Hall MD (06/25/07)
In December 2006, my wife and I purchased a king set from the Rosedale, MD store. After a few months of use, the mattress began to sag. We filed a warrant claim, and it was determined that the mattress was defective. In order to get a replacement mattress, we were told to pay $55.00 delivery fee. We were not happy with having to pay another delivery fee, but did so. On May 25, 2007, delivery was scheduled. When I spoke to the driver that morning, he assured me that he would call me an hour prior to delivery so I could meet him at home. Because he failed to call as he said he would, we did not get our mattress. We later rescheduled for June 20, 2007; however, we were not contacted. I spoke with the Rosedale store manager, Rick, who stated that the delivery was not confirmed. He could not explain why.

We rescheduled yet again for June 22, 2007, but again we were not contacted. I telephoned Rick who advised that he needed to contact his district manager, Winston, to straighten things out. During this escapade, we were told that there would be no weekend deliveries to accommodate our schedules, and there would be no compensation for the being inconvenienced. Without saying, we are very displeased with Mattress Warehouse and those involved in this debacle - one defective mattress and three failed delivery attempts.

Leslie of Clinton MD (06/18/07)
On March 18,2007, I purchased two (Serta Perfect Night) caress firm matresses from a salseman named Mike. The matresses were delivered on 3/23/07 and installed one each on two beds. The mattress in the main bedroom has lost its original firmness and has become pitted permanently with the outline of the sleeping bodies indented.

Andrew of Richmond VA (06/07/07)
Bought a queen mattress, twin mattress w/box springs which were not part of a set, so I could get a discount. I was told the folks delivering the order would call at around 7 am. They called at 9:45 and told me they would be by between 3:00 and 6:00. They arrived at 5:45 and could not/would not understand why I would not accept two queen box springs - they thought I should use a queen box spring for the twin. Called the store while they were blocking traffic; the manager said he would call me back to arrange to deliver the twin box spring and make it right. I had to call him back. They took out the old mattresses and such. The queen box and mattress looked ok, but I had to reassemble the new metal frame since they failed to screw it properly! Then I noticed the grease stain on the box spring. I called the manager to make the delivery of the twin box and complain about the stain; he said that the stain was between me and the delivery company - it was subcontracted. He was to deliver the twin box the next day at noon. It rained; the store called and canceled 15 minutes before the time of delivery. I guess no one bothered to look out the window when the store opened. He was off when the store called; they said they would call back with a time for Monday. They never did.

On Monday I called and the manager was off. I had to call Tuesday - no one called me - and the delivery was for 8 pm. The manager delivered it at 9:45. Again a mark on the box, but I was exhausted from the entire on again off again fiasco. Now I noticed this is not a boxspring - there are no springs; it is a piece of plywood on a box frame, wrapped in a foam/plastic. I expect more than this when I spend over $1,000, but it is not worth my time and energy to stop payment and such. Just chalk it up to another lesson in life learned: I will never shop there again. What should have been simple was a fiasco with no attempt to take responsibility.

Wasted Sat, Sun, Mon, and Tues and time off of work on what should have been a simple delivery. This is not rocket science.

John B of Alexandria VA (06/04/07)
They sold my girlfriend a bed; mattress, box and frame, and scheduled delivery for the next day from 8-12. Not only did it not arrive, no call was received or returned after her attempts to find out what happened.

When our individual attempts finally reached someone, we spoke with Richard, an employee. He had no idea about anything but gave us the Corporate number and the name of John the District Manager. Two calls on two consecutive days were unreturned. When we finally called the store again, they had no record of the sale. We called customer service again, Melissa immediately found the record and said there were no beds in stock at the time we ordered. Keep reading, it gets worse.

On Monday, June 4, we left an unreturned message at the store to try and arrange delivery, again. I finally reached Hammad. Hammad asked, How can I help you. I explained what had happened. He asked, What do you want? I said I want the bed delivered. He repeated this question in an assinine manner about four more times. When I told him I'd contacted customer service and his district manager, he said, You're the manager, what do you want?

We have no bed, no delivery, no refund, no service from the store, no educated adult to answer the phone, and a district manager who won't return calls or deal with the knuckledraggers at this store. What do you want?

Amy of Millersville PA (06/04/07)
I am writing this on behalf on my parents. My parents purchased a serta matress from Matress Warehouse in January 2007. The product was delivered damamged. The box spring was ripped, there was a yellow stain on the mattress, and the mattress was sinking in the middle. The delivery men saw this and noted it as damaged. They told my parents that a new mattress/box spring set would be delivered the next week.

Well, 6 months and many phone calls have gone by and my parents still do not have their mattress. My parents were dealing with a salesman named Nathan who has been less than helpful. He made hundreds of excuses of why this was not done, instead of just doing it. Most recently, he told me parents that he ordered their mattress, by accidentally ordered the wrong one. He requested that my elderly parents drive into his store and try out this mattress.

He was also telling my parents that they had to pay a $55 delivery fee. My dad disagreed with him, telling him that they already paid the delivery fee when defective merchandise was delivered, so they should not have to pay it again. Nathan then told my Dad that he would deliver the mattress for $20. He, was planning on, and admitted that he was going to deliver my parents mattress in his own personal truck and wanted the $20 for gas for his personal truck.

I was very concerned when I heard this and I contacted the store and spoke with Nathan. I calmly told him of my concerns that my elderly parents were being taken advantage of and scammed. Nathan became very aggitated and started to yell at me (keep in mind that he is the store manager). He then just hung up on me. He is now refusing to assist us.

David of Dumfries VA (06/02/07)
I went into the Mattress Warehouse in Woodbridge, VA and purchased a $1200 Simmons queen set with upgraded bed frame. Scheduled my delivery for a Saturday and sat at home all day waiting. Finally at 7 pm the delivery guys showed up with my new mattress. They got the box spring upstairs and my new frame and started setting it up. They called for me to come upstairs and showed me that my bed frame that was sent with my QUEEN set was a non adjustable KING frame. Now I'm no rocket scientist, but if I ordered a queen set it would seem that they would send a queen frame, right? I called the store while the delivery guys were in my home, and they told me they had one at the store that I could come and pick up. Are you kidding me? Then the person on the other end of the phone said they could deliver one to my house on Monday. Well, I waited almost a week and a half so I could have a Saturday delivery since I work Monday through Friday, and my schedule doesn't fit the 7 a.m. to 7 p.m. window that Mattress Warehouse gives you for getting your mattress to your home.

I told the person (who's name I failed to get) that I was sending it ALL back on the truck and would call my credit card company to stop the charge, and his response was OK. I was so frustrated that I just hung up the phone. Since I already had a queen frame, I told the delivery guys to leave the mattress set and use my existing frame. Once they were done I they asked me to sign that everything was OK, so I wrote about a paragraph on the form stating the issue. He took the form from me and started to walk out of the door when I realized that I had no proof other than that form that I didn't receive my bed frame. I grabbed it back and made a copy for my records so I can go back into the store to get a credit back on my credit card. I am calling my credit card company now to dispute that portion of the charges just in case.

Carol of York PA (06/02/07)
When the mattress was delivered,the two delivery guys were in a hurry. The mattress was put aside in the bedroom; the boxspring did not fit up through my hallway, so a split boxspring was needed. On the day my split boxspring was delivered, when I was setting up the bed, I noticed the mattress was bowed in the middle and the pillow top mattress had two holes in it. I called the store right away. I talked to several people at the store; nobody was able to help me properly until I spoke with Paula. She reassured me this matter would be resolved. I am very upset with my purchase.

My pillow top mattress made by Simmons Beautyrest Worldclass that I paid $1300 for was delivered to me with two holes, and the middle was bowed.

Patricia of Alexandria VA (05/18/07)
Mattress purchased 18 May 2006 and delivered 23 May 2006. Began to dip in the middle by February 2007 and got worse. Went to the store was told to go to www.sleephappens.com and tell them what happened. Did this 4 times then went back to the store. Same man said to keep doing what I'm doing. This is so disturbing as mattresses are so very expensive and necessary and I am being totally ignored. I need to know what to do please.

I have been cheated out of $750, have a lumpy mattress and no one is responding to my questions.

Jon of Johnstown PA (04/27/07)
We have essentially been stalled in our attempts at getting a replacement mattress. We purchased the second most expensive mattress set in the entire store, and have been put off as though we were attempting to work the system? in an attempt to get a more expensive replacement mattress. We are willing to take a less expensive mattress as a straight exchange at this point. The following was the letter sent to Mattress Warehouses Customer Service on 45-07: We started experiencing horrible nights sleep after only the second night's sleep. After 3 chiropractic visits, my wife moved onto the sofa, and I mover into the middle of the bed. The mattress has dips on both sides, as though it is actually a used mattress. The center is better, but we can still feel the springs. We are willing to consider the next line down (Miriam), rather than have you replace this bed (which is more expensive). We paid $2650 for the bed. Since having brought our concerns to the mgr, we have never experienced such questionable business practices (and foolish ones on the part of the mgr. (E.g. letting us know that he needs to cover his tracks by not leaving a paper trail so that the corporate office doesn't find out [just write a new notation on our previous receipt], in addition to his requesting that we pay the delivery men under the table). We are not only in pain from the mattress, but concerned about what we have witnessed re. the mgr's behavior. He suggested we wait until the big wigs finished their visit (3 weeks ago) before trying to help us, but he did not want a paper trail. He supposedly had arranged for some independent contractors to deliver a replacement mattress, but he got the wrong size and a lesser model than promised. His behavior over the past two months has been very sketchy, as though trying to arrange/coordinate delivery of used mattresses between customers. He even caught himself inquiring about the condition of our mattress a little too intently, so he indicated that he was likely to purchase our mattress for himself. The is a lot more. But, we simply want to have a normal sleep, not a painful one. Please help us finally get a good night's sleep, and that in the same bed.

We are out $2650.00 and have not had a good night sleep in 4 months!

Mary of Falls Church VA (04/14/07)
On November 11, 2006, I purchased a King Size Stearns and Foster Mattress from Mattress Warehouse in McLean, Virginia. It was delivered on November 25, 2006. Not two weeks later I notified Mattress Warehouse that there was a definite problem with the mattress. On the RHS there is a dip while lying on the bed, with a ridge that you could feel on your back. I heard from their offices in Frederick, MD and filled out a questionnaire about the mattress. I explained that you could not measure the depression because you had to be lying on the mattress to feel the ridge. I was finally able to schedule an appointment with their representative from BED CHECK at a time that was convenient to both of us. This meeting occurred on March 27, 2007. The gentleman examined the mattress and took pictures of the pillow top with red rods lying on top of the mattress. He then pushed on the area that I pointed out to him and said to me that there definitely was a problem with the mattress. I assume this is all in the report that he sent to Mattress Warehouse.

Two weeks later I heard from Mattress Warehouse that my claim had been denied because there is not a 1 inch VISIBLE DIP in the pillow top of the mattress. They did not address the hard ridge that I pointed out to them in my correspondence. I am sure that the problem with the mattress is in the springs located below the pillow top. I am now left with a mattress that is extremely uncomfortable to sleep on and a very bad taste in my mouth regarding their customer service. My husband refuses to sleep on it. Mattress Warehouse has acted in a totally dishonest way and seems disinterested in the providing any warranty protection to the customer. I find their offer of a discount on another mattress or $50.00 of a set of sheets insulting. I have been told by Mattress Warehouse that the warranty is provided by Sealy, and Sealy's hot line has told me that the warranty is provided by Mattress Warehouse. In the last two years I have purchased for another home; 1 king, 1 queen and 2 twin mattresses all of which are Sealy products. I have not had any trouble with any of the other mattresses.

Mary of Baltimore MD (03/29/07)
Made a purchase on 3/26/07 and had to cancel this order. I went back to the store on 3/28/07 to cancel and to have the charge credited to my account. The salesperson was rude and refused to credit my account. Told me I had to wait 24 hours to get a number from the district mgr. I expressed my dissatisfaction with this policy since there is nothing on the sales receipt about waiting for a refund, nor was it posted anywhere in the store. He refused to call the district manager, and he didn't even write down the man's name for me. I went home, called customer service, left a message; no one returned my call. When I called the store on Thursday morning to see what time I could come in for my refund, the manager again was rude and hung up the phone on me. I called back, and he gave me the name of the district mgr., John Gibson.

I will be writing the Better Business Bureau about this store and the poor customer service. I feel that I should be compensated for my time to go back in forth to the store, when all they had to do was run my credit card through a machine and credit my account. I don't understand why they have to wait for a district mgr. to dole out some number to credit a charge card. They didn't need his number to make the sale. Why should I be inconvenienced and troubled with this process? I would like a call back from this district manager and an apology from the store manager for this poor customer service.

M. of Leesburg VA (03/26/07)
I saw an advertised special: buy one, get one free, twin mattress set for $279.00. The two men working denied knowing anything about it and tried to sell me a more expensive set. The advertising included radio, TV and listed on their web site.

Dorothy of Front Royal VA (03/12/07)
I wish I would have read the complaints before I purchased a SERTA PERFECT DAY $1,678.00 sale price mattress and box spring from Mattress Warehouse in Sterling Virginia. It has been trouble since we first purchased this mattress October 7,2006. AFTER MANY MONTHS OF CALLS to managers, Bed Check finally appeared in Feb.2007 and found our mattress was in fact defective. How silly, I paid a second $55 for the delivery of the replacement.

It was to be delivered on Tuesday Feb.27,2007. I took time off from work, I waited. The warehouse did not call to cancel the delivery. I decided to call to establish a time frame for delivery. Ricky the Sterling Va. store manager said OOPS we forgot to schedule. I said since it was not my fault, I would like my $55 returned. Ricky said no problem. He then rescheduled delivery for Friday March 2nd. They delivered the WRONG mattress! Now I have a Serta perfect day box spring with a HARD AS A ROCK Vera Wang mattress. By the way the Vera Wang mattress is also defective. The mattress is hard but it still sags to one side. Now I am waiting for the delivery of the correct mattress tomorrow.

I am skeptical after reading the complaints (which again, I am sorry I didn't read before the purchase) I wonder if this will ever be properly resolved. I paid $1678.00 for this headache. A new mattress that we really cannot use. Mattress Warehouse should remove the words Customer Service from their vocabulary and their ads. All of the complaints that I have read are true. I have also had nasty and sarcastic remarks from Ricky the Manager, unanswered messages left for the District manager John Holder. A call to Melissa, Customer service with empty promises, etc. I am not giving up.

$1678.00 + $55 for replacement delivery of 2nd defective mattress.

Kevin of Raleigh NC (03/07/07)
I bought a twin size bed frame and mattress accessories for my 2-year-old child. Upon delivery and install, the bed was found to be defective. The holes were double drilled which allowed the bed to wobble. They reordered new bed, and it was constructed same way so I asked for refund. I also wanted refund for accessories, trundle and other mattress. The one mattress I bought on the advice of salesman didn't even fit the bed frame; the other mattress was not delivered yet. They are refusing to refund any of my money saying company policy is no refunds.

As a result, I now have no bed for my child to sleep on safely and out $1000. Store manager also called the police to make me leave when I asked him to call corporate office. No charges were filed, and police did nothing because its a civil matter, not criminal.

Betty of Gainesville VA (03/07/07)
I purchased a mattress on 11/10/06. They delivered it on 11/16/06. When they delivered it, I thought it didn't look like the one I ordered. It turned out they had delivered the wrong mattress. It took several calls for me to touch base with my salesperson. Their policy is no one (not even the manager -- if there is one) can handle your complaint. When I finally reached my salesperson, he told me they had delivered the wrong mattress, that the one I got was an upgrade and cost more money but I could keep it if I wanted to. I did not like the mattress they delivered; it had a much bigger pillow top than the one I ordered. Then after a few days he called me and said they would replace the mattress with one I ordered. They did this the second week of December. By the middle of January the mattress was coming apart at the stitches on the pillow top. It also was packing down very badly on the side I sleep on. I then called again, and they said I had to come into the store to start a complaint. I did that, and they faxed information to their service group. I finally heard from customer service on 2/3/07. They set up a time for an inspector to come out and look at the mattress. He came out on 2/20/07, examined the mattress, took pictures and measurements. He said I should hear from them within a week to 10 days.

I finally heard from my salesperson on 3/6/07. He said they would replace the mattress, that it was in fact defective. I asked for my money back, and he said they could only replace the mattress--not refund my money. When I was in the store to start the complaint, I looked around and could not see any mattress in the store that looked like the one I have. I think the mattresses they have on display are not the same as the mattress that they end up delivering. Because of this experience, I don't trust them to provide me with another mattress that is any better than the one they sent, and that I will just be going through this for a long time. There should be some kind of consumer protection against businesses that sell products and refuse to refund the money when the produce is defective.

The mattress is extremely uncomfortable due to the fact that it has packed down; you almost roll out of bed. My back and hips are hurting all the time, and they didn't before I got this mattress. I am going to have to get another mattress but would like to get my money back from this one, or at least a large portion of it. No one should have to go through this experience with a mattress that is this bad, so fast.

Sarah of Ashburn VA (03/05/07)
I purchased a new full-size bed for my little girl. It was delivered on time on 2/28/2007. It has the most disgustingly foul smell to it. I called the store and was told I would be contacted right away. It is now a week later, and I still have yet to receive a call. My little girl can't sleep on the bed because it smells so badly. I'm a single mom, and $700 is a lot for me to spend. We were so excited about getting a new bed, and now it's standing, propped up against the wall. We're just waiting for someone to please help us out. I wish I'd researched before I made this purchase. I have never been more unhappy with a company. I feel like standing outside the store with a banner stating "Don't buy here".

I think I smell a mouse! I am sure the offensive odor is rodent.

Tracy of Kearneysville WV (02/28/07)
I purchased a mattress set from the Charles Town, WV, store on the 19th of February. I was told by the store Manager (Daniel Johnson) that I would have delivery on Friday the 23rd. He said the delivery driver would call my house after 8:00 AM to setup a 2 hour window of when the mattress would be delivered. That was fine with my husband and me. I have two young children who don't get up to early, and my husband is a stay at home dad so he gets as much sleep in the morning as he can. The reason I am stating all of this is because the delivery driver called my house at 6:40 am to deliver the mattress. My husband didn't hear the phone due to the fact he was sleeping, so by the time my husband got the message he called me, and I called the Charles Town, WV store to see if the mattress could still be delivered since I was supposed to have a call after 8 for my two hour window. I could not actually speak to anyone in the store until after 10:00 am since that is when they open. I was told they would try to work it out. After that I called the delivery driver and spoke with him, and he said he could not deliver the mattress because he had already re-routed himself to his next deliver which was over 100 miles away.

Needless to say I was not happy. To make matters worse, when I was trying to get everything taken care of, Daniel Johnson, the store manager, was not working on that Friday the 23rd. So I tried to call him on the following day, and he was in the Winchester, VA store. I spoke with him briefly (less than 3 minutes) to try to explain how upset I was and that I was considering not accepting the mattress; and he said "Let me call the warehouse, and I will call you back." I have yet to receive a call back from him; I even tried to call him a second time on the 24th in the evening and again on the 26th, and he again was not in the office. I am very unhappy with the service I received from Mattress Warehouse and the lack of concern from Daniel who is supposed to be the store manager. I have finally received my mattress on Tuesday the 27th. Luckily my husband was up and waiting the phone call, since we assumed the delivery driver would call again early-and sure enough he did. I hope something will be done to re-gain my faith in Mattress Warehouse.

Lynn of Suffolk VA (02/27/07)
My husband and I had just completed our addition of a master bedroom suite. We had new bedroom furniture delivered and we were ready to purchase a new mattress. We went to Mattress Warehouse on Jan. 10th, purchased a $1885.00 mattress and were told it would be delivered Sat. They called Sat. am and said it didn't make it on the truck; it would be delivered Wed. to the store--but we would need to pick it up. Not a huge problem because we own a truck. Wed. am they called and said it didn't make it on the truck so it would now be Saturday, but the way things were going, our sales person Leon was doubtful--and so were we. We decided to cancel our order, get the same mattress, same price across the street at Mattress Discounters which we did Wed. night and had the mattress Sat. am. Perfect service.

Our nightmare began with Mattress Warehouse with the refund process. Although they cashed our check for $1885.00 immediately, we were told the refund would take 3 to 6 weeks. I could not believe it, but a store employee said the way the deliveries are running you will probably get your refund before you would get the mattress; so we started the refund process. At the end of 3 weeks, I called the store and of course, they can't help and told me to call the Corporate Office. After numerous calls, messages--no response from corporate. I continued to call the Suffolk store to check on the refund, and they would call corporate and call me back. I heard every excuse you can imagine. Everyone kept telling me the check has to come from Maryland, like Maryland is a foreign country. I kept telling them, snail mail from Maryland is two days! Well sure enough at the end of the 6th week, the check was postmarked Friday 23rd, received on Monday 26th, 2 mail days. Overall the employees at the local Suffolk store were pleasant. However, the delivery process and refund process are horrible. I know if I had not hounded them I would still be waiting for my refund. Never ever again would I work with this store!

Without $1800 for six weeks puts a strain on paying bills on time!

Chris of Sykesville MD (02/19/07)
I did not receive my mattress on friday the 16th of February like was promise by Dan. SO I called and Dan said he was going to found out what happened. I was not in the computor for delivery and that I was schedule for Monday the 19th. So I called Dan on the 18th to confirm and he told me his district  manager was coming in today and he was going to take care of it. Well the manager never showed up. So I told Dan I either want my mattress by Tuesday the 20th or my money back.

Evelyn of Washington DC (02/17/07)
I went into Mattress Warehouse on 4/5/06 and puchased a buy one get one free mattress and box spring set, plus an upgrade on their buy one /one free frame.Because I needed to get a split level boxspring I had to pay extra money for my queen size set. At the time I also paid $55.00 to have this furniture delivered to my house.

Around in November my husband notice that the box spring was pulling away from the frame on his side of the bed. I called the warehouse and was asked if the store had delivered the sets to my house and I told them yes ,after asking a few other questions he said that he would get back with me. Again I waited, after not hearing anything from them I called and explained my problem again, this person put me on hold and spoke to some one and informed me that I would be getting something in the mail in a few days. I did receive some forms in the mail in a few days from  Sealy. They asked me to fill out these forms and send them back to them. When they decided that I had a problem they sent an inspector out from bedchek who informes them that the boxspring was defective.

After which I received a letter stating that I could either call or go back into the store to have my queen size split level boxspring replaced but I would have to pay for delivery. I called the store and spoke with Gil and ask him if I could have the delivery charge fee waived because I had already paid for the original delivery and that it was not my fault that some one was negligent. Gil said that he would get in contact with some one but that person would not be in until that Tuesday,and he said he would call me back on Tuesday after he talked with her. I waited until that Friday and called the warehouse again, at that time I explained my situation to Issac who said that he would call me back. ...

Christine was very adamant about me paying this fee because there delivery men had to be paid. This problem has not been resolved. ...  My husband is soon to be 77 and I will be 75, we do not need this hassle. We went into the store in good faith and spent our money and would like for them to make thing right or give me my money back so that I can go some place else to get a decent set so that we can be comfortable.

David of Salisbury MD (02/16/07)
We purchased a King sized Vera Wang pillow top mattress and headboard/frame in July 2006. At the time (we were told) they were running a offer No payment/No interest for 1 year. After we received and signed all the paper work the delivery date and the removal of our old mattress was set. Delivery day came, when the men came in they dropped the mattress in the middle of our bedroom floor, not even taking 5 minutes, they were getting papers ready for me to sign. I asked the gentlemen about the removal of the old mattress he informed me that was not on the delivery ticket and also wondering about the headboard/frame. His response was "I have no headboard/frames on my truck."

Within 10 minutes we were in contact with our "good buddy" Mario. Informing him of what had happened he insisted that he was unsure why they did not take the old mattress.   ... To this day, we have received nothing.

Chris of Sykesville MD (02/14/07)
I went in to Mattress Warehouse and picked put a pillow top mattress. I paid part of it in cash and part credit card--over $1,200. Delivery was on Friday, February 9, 2007. The wrong mattress was sent. I called the store, and the guy said he was sorry and would take care of it. I gave him my cell number because I was going to work; I did not hear back from him all day. So I went to the store and complained; a young guy was working, and I explained to him what happened and that I was unhappy. I either wanted my mattress that day or my money back. He said I will call you on the details. No phone call back.

So on Monday the 12th I called as soon as the store opened. The young guy said he is looking into it and would call me back. He called and said my mattress was going to be here on the 16th of February. I also called the District Manager and customer service over a dozen times and never a phone call back. I want some of my money back for the problems I had to go through. I could not even sleep on the wrong mattress; it was like sleeping on a board. I slept on the sofa.

Max of Owings Mills MD (02/13/07)
On 3/24/04 I purchased a Serta royale mattress and box spring set from mattress warehouse with an in-store credit issued as the result of a warranty claim relating to another defective bed I purchased there. In August of 2006 I contacted the store to complain that this mattress was sagging. They sent out a person from Bedcheck who by the way was extremely sarcastic, telling me that people spend way more than I did (1100.) and acted as if their complaints were more important than mine. He informed me that there was nothing wrong with my mattress but only the box spring was defective.

I don't believe that his opinion can possibly be unbiased as the store claims as he is employed by them. I also don't believe it is possible to verify that the inner structure of the mattress is defective when there is no weight on it.As a comparison, a flat tire is only flat when the weight of a car is on it, when raised it looks like the other three! When I asked him about the obvious deformity he told me it had to do with the foam in the mattress which is not covered however there is no such statement in the warranty supporting that.

He finally informed me that I would receive something in writing stating what the store would do, however after 6 months I have received nothing. As I stated above, I did have a prior warranty issue with another product purchased at the same store which was only settled after contacting the Attorney Generals office/consumer protection division for the State of Md.

While I am aware of the fact that they don't give cash refunds, I have given the store two chances to supply me with a bed that will actually last the ten years that is stated in my warranty but so far they haven't been able to do that. Apparently the items which they sell for $1100.00 only last an average of two years and I don't want to go through this again two years from now. As for their statement about customer satisfaction, their service number has a recording/voice mail, no one ever calls back, the store manager refuses to give me the number to the district manager, the one time that I did actually speak with him, he was very arrogant and informed me that if I used profanity during the course of the conversation he would void my warranty altogether!

Tatiana of Boyds MD (02/08/07)
I purchased a twin mattress and a Queen Serta Genesee Mattress on 9/02/2006. The receipt does not give a breakdown, so I'm not positive what we paid for the Queen Mattress; but the total of everything with the tax was $1239.00. We did not purchase a box spring for the Queen because we still had the old box spring from the last Queen mattress we purchased from Mattress Warehouse. Within a few months we noticed a sagging on both sides. It finally got so bad I called, and they told us to bring the original receipt to them, so we did. They sent an independent company called Bed Check. He examined the mattress and found that both sides were sagging 2 inches. It is so bad that you cannot roll from one side of the bed to the other; you just roll right back into the 2 inch sagging body impression holes. You can see the sags when the bed is made and it's so bad that our cats have made it there new favorite place to lay--in the sags!

Today, February 8th, we just received a letter from Mattress Warehouse that says that our 10 year warranty is voided because Bed check says our mattress or box-spring is not properly supported. They did not give specifics, so really is it the mattress or box-spring? We don't know. This mattress is so defected; it has the same support our last mattress of 6 years had, and now our daughter is sleeping on that one. They said sorry and gave us a 50% off certificate towards another mattress. We don't want the certificate; we want to have this defective mattress replaced. We don't want to pay for half a mattress to replace this one. It's like throwing money away. I read many of the complaints on this site about sagging mattresses they purchased from Mattress Warehouse, and it sounds like if we want to get our mattress replaced we will have to take them to smalls claim court. Some of the complaints show that they have been dealing with this for almost a year and still don't have anything resolved.

I put in a call to the number on the letter today, had to leave a voice mail, but wonder if I am going to get a call back. If they don't feel that they are responsible, why are they giving us a 50% discount coupon? Maybe they know that they are responsible, and there are a certain percentage of their mattresses that come out defective. They just don't want us to pursue this. We are 50 years old, and have had a lot of mattresses in our 28 years of marriage, but never have we seen anything like this. I don't get the 10 year warranty thing. Is it just a scam? I wonder if I should take Mattress Warehouse