My husband and I recently bought a mattress set from Mattress Warehouse. The experience has been anything but pleasant and I would not advise anyone to buy from this company. From the moment we bought the mattress we have been deceived and treated as if we made the mistake. No customer service at all. The mattress we bought and was delivered in no way compares to the mattress we looked at in the store. You only have to lie on both for a second to realize they are different. The saleswoman who sold us the mattress set tells me that maybe ours will "soften with age" when she spent several minutes in the store telling us that the mattress we demo'd was the kind that "would not change a bit in 10 years because it is highest quality" . When we called to exchange the mattress we were trying to upgrade the mattress to a more expensive mattress with a pillow top. We were aware of the cost difference and expected to pay for the differnce. How ever at this point I want them to take the mattress back and refund our money back, OR, at the very least I want them to honor what I was told in the store and exchange our current mattress for the more expensive mattress I orignally wanted to exchange. Again we would pay for the difference in cost. I would prefer my money back. I am not confident that even if they did allow us to pay for the upgrade and exchange the mattress it would be the same one we liked at the store. After reading reviews on Mattress Warehouse I believe this is not just a culture within this particular store, but a corporate wide culture fostered from the top by the corporate leadership. My husband and I are both serving in the miltary and we worry about how our junior enlisted, junior officers and Wounded Warriors are being treated by this store as well as other Mattress Warehouse stores. We have spent enough time sleeping on the ground, on cots or just away from our families. Your bed back home is a real motivator and morale booster. It is disappointing to have saved money to get a good mattress and then lied to and cheated out of your money not to mention a good night's sleep. I plan on posting my experience and asking other military members as well as their families to post their experiences with Mattress Warehouse so other military members will not be fooled into buying from them in the future. Below I have given a timeline up to this date on the events leading up to this complaint. I have also submitted a formal complaint to Consumer Protection and will continue to pursue this in any way possible. Enough is enough. Too many of us have been taken advantage of and deceived by this company. 25 Feb 2011- Bought mattress from Mattress Warehouse. Was told several times by salesperson, (Margo) that we would be allowed to exchange the mattress for a different one from the same mattress brand and type. She said there were 2 mattresses brands in the store that had an exchange policy and our mattress was one of the two because of the cost and quality. Mattress price was $2249.99. We asked her twice just to be sure and both times were told it would not be a problem. A second salesperson, Steve, assisted Margo in putting the info into the computer for the purchase of the mattress. We were told the mattresses would be delivered 28 Feb and we would receive a call from the warehouse between 7:30-8:00 am letting us know what time they would be delivered. They waived the delivery fee of $65 and gave us a mattress cover for free at a regular cost of $99. 28 Feb 2011- Stayed home from work to wait for the delivery. 8:00 came with no call, 9:00 still no call, finally at 10:00 I call the store once it is open to see if they can tell me what time the delivery will be. Margo said she will call the warehouse and give me a call back. Received a call back from Steve letting me know they had put the wrong delivery date in the computer when we purchased it on the 28th. The new delivery date would be 2 March. 2 March 2011 - Stayed home from work again. Did not receive a call from the warehouse until 12:00 letting me know the delivery would be between 2:00-5:00. Once the truck arrived the mattress was brought into the house and taken to our bedroom. At no time did they ask me if it was ok to remove the plastic or boxes from the new mattress set. Once they carried the mattress up the stairs they were surprised when I told them they were suppose to take the old bed away. I was told it was not on their sheet to take the old mattress and they were not allowed to take it with them if it wasn't on their sheet. Finally, one of them calls back to the warehouse to get permission. They were given verbal permission after much discussion and they took the old mattress set with them. 2 March 2011 - Receive call that same evening saying we need to pay a "recycling fee" of $45 for the old mattress. We put the $45 on our credit card and hung up surprised. 5 Mar 2011 - I call the store back and tell them the mattress is clearly harder than the one we demo'd in the store...so hard it was beyond compare...perhaps a manufacturing defect, or the one in the store softened over use. We would like to exchange it for a more expensive mattress with a pillow top from the same brand. At first I was told they had a "no exchange policy", but when I told the gentleman the brand and type of mattress we had purchased he said yes we could exchange it and he would have Margo call me back to get my credit card information and schedule a delivery date. The new mattress I was wanting to buy cost $499 more. Margo calls back and tells me there is no problem exchanging it and takes my credit card info for the difference in price between the mattress I originally purchased and the new mattress. I give the credit card info to her and she says she will call me back with a delivery date. She explains it may take up a week to 10 days before it is delivered because if they do not have any in the ware house. My credit card is charged for $499. 5 Mar 2011 - Receive a call back from Margo stating my request for an exchange had been denied and that they have a "no exchange policy" at Mattress Warehouse. I am stunned and remind her she had told me when we purchased the mattress we could it exchange it if we needed to do so. Margo then denies she ever told us that we could exchange the mattress. I ask for the number of her boss and she gives me the number for Customer Service. 5 Mar 2011- Receive a call back from Margo because she has "good news". My credit card transaction was cancelled and I will not be charged the $499 since the exchange was denied. Still no explanation regarding the exchange policy and she still denies telling us we could exchange the mattress. I tell her I will call Customer Service on Monday. 7 Mar 2011- I call Customer Service and speak with Jennifer. I start to give her our customer number and she explains they do not have an electronic system to pull up my purchase. She takes all of the information and writes it down. She then repeats all of the info I have given her to make sure she has it written it down correctly and tells me she will call back in the next 24-48 hours. 10 Mar 2011- Still no call from Jennifer or anyone else from Mattress Warehouse. I call Customer Service and again speak with Jennifer. Jennifer does not remember me and I tell her I understand because I am sure she handles a lot of calls. Once she pulls my paperwork she tells me she hasn't done anything with it. She said she did call the Regional Manager and left a message, but he had not called back and she forgot to follow up with him. She tells me she will try to give him a call now and will call me back later in the day. 10 Mar 2011- Regional Manager, Brian, calls me back and again takes all of my info. Once I have finished explaining my situation he asks me if I signed a no-return/exchange policy when I bought the mattress. I told him I did not think so. Brian then goes on to tell me that there are 2 mattress types in the store that do have an exchange policy and the one I bought was not one of them. When I tell him we were told by Margo that this was one of the mattresses he says that Margo was incorrect and confused on which 2 mattresses did have an exchange policy. I tell him that is not my problem and I should not be expected to be out $2200 for a mattress that does not work for us because one of their salespeople is not aware of which mattresses have an exchange policy. He says he is going to talk with Margo and will give me a call back in 24-48 hours. 11 Mar 2011- Margo calls back and leaves a message on my phone stating she has the paperwork in front of her where we had signed the "no-return/exchange policy and we will not be allowed to return or exchange the mattress. She says she is sorry this didn't end in a "happy" way. 11 Mar 2011- Return Margo's call and tell her I am going to file a formal complaint with Consumer Protection and will also file a complaint with Consumer Affairs. I also tell her I have looked at the number of negative reviews about Mattress Warehouse and will post my experience on these sites. I ask for Brain's supervisor contact info and am told it "won't do any good" to contact him. She shares my situation is not a new one to Brian and she cannot assist me. 14 Mar 2011 Nothing resolved at this point. Formal complaint filed with Consumer Protection as well as Consumer Affairs. Contact numbers for my POCs at Mattress Warehouse: Mattress Warehouse store 12129 Rockville Pike Rockville, MD 20852 301-230-2337 Margo was the salesperson Customer Service 301-682-8504 Jennifer Regional Manager 301-646-1436 Brian

Damage Resulting

Missed day and a half from work. Currently sleeping in guest bedroom and not sleeping well.

My issue is Mattress Warehouses Comfort Guarantee. This guarantee allows me to exchange my bed within 45 days of arrival. On November 22, 2010, I purchased a Beautyrest Black, Olive Plush Firm from my local Waldorf, Maryland store. Terry, the salesperson, repeatedly talked to my husband and me over several days about the beds and the Comfort Guarantee, but never mentioned any paperwork. As a side note, I was looking at another Beautyrest mattress that did not have the guarantee, thus I chose the more expensive mattress to have this benefit. I purchased the bed on the 22nd and was promised it would arrive within 7 days. The bed was delivered on December 3, 11 days later, and incidentally the box spring was slashed upon arrival, which is noted on my delivery ticket. Other than my Sales Receipts, I was given no additional paperwork. However, I was convinced to purchase the expensive mattress cover so that I would not void my warranty or guarantee.
January 4, 2011, I went to Mattress Warehouse to exchange my Olivia Plush Firm bed for an Olivia Plush bed. Terry asked me for my paperwork and I handed him my receipt. He informed me that without the Comfort Guarantee Paperwork, which I had never heard of, I was not able to do make the exchange. He then checked his records and could find no record of my Comfort Guarantee. He informed me that his sets above $2000 get the Comfort Guarantee, of which I qualify, but I have no piece of paper. I tried to explain to Terry that it was not logical that I did not have the required piece of paper. If he gives it for sets over $2000 and I purchased a set over $2000 then why wouldn’t I have the paperwork, unless it was just human error. I highly doubt that Terry specifically singled me out to NOT give me this paper. I believe that it was an honest error on his part. I believe that he forgot to fill out the paperwork for me, due to it being quite busy in his store that evening.
Terry seemed unwilling to rectify the situation and was more focused on the fact that I accused him of not doing his job. I asked to be put in contact with a higher level person. Terry gave me the phone number of the district manager, Jerry. Both Terry and I have called, but have yet to receive a return phone call. I also have used the website to email Customer Service, again, no reply.
Logically, there is no reason that I do not have a Comfort Guarantee, other than human error. I would like my Comfort Guarantee and I would like to exchange my mattress for another of my choosing. As of January 4th there were no Beautyrest Blacks on the sales for me to try out and choose another mattress. I would like to try these out prior to making my decision, thus until they arrive, I might need to extend my 45 day time frame.
Update: I file a complaint with the Better Business Bureau, but have yet to hear back. I have called Gerry Gustafson repeatedly. I have spoken to him twice and he put me off, saying he needed to speak to his boss. Since our last conversation on 1-12-11, I have made repeated attempts to contact Gerry, six voicemails left so far, I have not heard back from him. Nor have I heard back from anyone at the corporate offices, even though I have left voicemails at their customer service number.

We purchased a King mattress set on Saturday with a promise for delivery on Tuesday. They later called and said the deliver would be Friday, but they would do it as early in the day as possible. At 5:30 that Friday night, 2 semi-English speaking men arrived with the mattresses. When they put them on the frame, the top and bottom ends of the top mattress were bowed. Additionally, the mattress was mis-shapen like it has been sitting on its side and all of the stuffing had fallen to the side that was on the floor.
We called the store and asked if they could leave the mattress but bring a new one the next day. They couldn't do that, so we refused delivery and had the mattresses taken away. I asked for a credit to my credit card and was told that they couldn't do that. I filed a dispute with my credit card company and the company called Mattress Warehouse and was told. by someone they said was very rude, that the credit would be generated within 14 days. After 21 days with no credit, I called the credit card company again and they again called Mattress Warehouse. The store manager knew right away that it was our dispute and said they would call us when they finished with the customer they were waiting on. That was 6 days ago. No call, no credit, no bed!!
There are plenty of mattress stores - use another one!!

Our box spring arrived dirty with a gash on one side. The delivery men called the warehouse representative to report the damage and the rep. offered us $100 to take the box spring as delivered. We agreed and were told the check would arrive in 4-6 weeks. After 6 weeks, we began calling customer service, the district manager, etc., but no one returned the calls. Eight weeks later, no check and no returned calls. We will end up picketing the store.

Went to Mattress Warehouse, Hanover, PA on Feb 13th to possibly purchase mattress set. I had seen their ads on T.V. and thought they would be worth a try. <br />
I told the sales person that I had just had lumbar back surgery and was looking for something that would provide support, and comfort. I was directed to the Simmons line - NXG series. I checked all of them out but told her it was really hard to tell since you really can not get a good feel for just laying on a bed for a few minutes. She told me that this particular model- as it had a higher price point had a "30 day comfort guarantee" and that the bed was also on sale/not advertised special. Great-- this was perfect as it would give me sometime to determine if this bed was really going to work for me with my back. <br />
I received the bed - 1 day after the original promised delivery date. Which was OK- since I know things happen. The delivery guys were great. FIrst night on the bed it seemed really firm - alot firmer than what was in the store, but I stuck with it. <br />
I went back to the store on March 3- well within the "30 day comfort guarantee" pledge and told another sales person ( original sales girl was not there ) that they bed was much firmer than the floor model and that it was not working well for me. I gave him my original receipt and he took it and went and faxed to their corporate office. While he did this, I tested some other beds and came back to the one I purchased. By then, he had come to talk with me - and I once again mentioned that the floor model of the same bed was much softer - what was up with that ? He stated this was due to being layed on/used. He said possibly I should try to either jump around on the bed ( yeah right - that was going to happen right after back surgery ) or take my fists and pound the bed - what ? are you kidding me. No, he was not. But then concluded by telling me that they should have the response back from HDQ by the weekend or early the following week and they would call me or I could stop back at the store. <br />
I returned back to the store on March 13, 2010. No customers were in there, and I was greeted by what I thought was another sales person. I told her the situation and that I had already been in there and needed to resolve the situation with getting a replacement bed that would work better for me. After I told her that- her entire attitude changed. I then told her that the sales guy I saw on march 3rd, was sitting there. She then spoke to him ( while I was still checking out other beds ) and he came over and asked if I had received a letter in the mail from their HDQ -- I was somewhat taken back since he NEVER mentioned this on March 3. I told him no. He then went back to the desk/office area and made a phone call. While I will still checking out other beds, I noticed that the sales lady that greeted me - was in conversation/conference with him. <br />
Still I did not think much of it - and continued to wait. <br />
The sales lady, who greeted me - is apparently the Manager. She came over to me with the paperwork and then proceeded to tell me what I was "not going to be happy " and then told me that I was not going to have a guarantee since the purchase price of the bed did not exceed 1500.00- what ? never heard this... I told her this. I told her that the sales person told me that with the bed I purchased I had this. She then told me that this was not correct information and that unfortunately there was NOTHING she could do. I then started to get quite upset and things got heated. I told her I was NEVER told this information and had I been- I would never have purchased the bed. I told her that there is something called honor and your word and that I was not making up the conversation that was told to me by the original sales person. She told me "she was sorry" that I was given the wrong information but again there was nothing they would do for me. At some point, because things were so heated- my Son who was with me - started to get upset and this Manager told us to leave the store.<br />
I told her I was not leaving until I had the Managers name. That is when she told me, she was the Manager. I asked for her name- she told me "Patti" - I asked for her last name. She refused to give it to me -- are you kidding me ? When I customer has a complaint - we only go by first names ? ... anyway- I then told her I wanted HDQ number and name of a Manager there. She gave me the # for customer service. I told her I wanted a Manager's name- she would not provide. <br />
She then told me that there was apparently paperwork which showed this dollar figure requirement for the comfort guarantee which should have been given to me at time of purchase but was not.I asked her for a copy of this- she refused to do this- said they were not allowed to. OK- so that to me says they made some mistakes - and that they will at least own them. NO- not the case. They failed to own the mistake of the sales person giving me a false statement as well . Apparently the "comfort guarantee is 45 days not 30" <br />
<br />
This company has no integrity or honor and I will make sure I steer people clear from them. Today being Saturday, I am not able to call the HDQ customer service- which after reading ALL the comments/compliants about this company - it will probably get me nowhere except bring my blood pressure to insane level. I have sent inquires to the customer service off their website as well. I have written the Attorney General of PA - and have filed official complaint. It is a matter of what is right and what is wrong. This Company clearly has some bad business practices and have no clue as to the meaning of customer service.