ComplaintsforMattress Warehouse Corporate Office

• Initial Complaint

  06/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered mattress, box spring and frame from Mattress Warehouse on May 28. Promised delivery on June 4 as a gift for my daughter’s birthday. They tried to deliver initially but my building wouldn’t let them in as they had not sent them the insurance the building required. They said they were not aware they needed to send so I took responsibility for that. They then had to get the insurance sent. THREE DIFFERENT times they promised to send the insurance, sent the drivers and insurance never arrived. I also told them they could not make deliveries before 9:00am and they were here today, again at 7:50am after I told them paper work had not yet been received. My daughters back has been bothering her since she has had to sleep on a sofa as her old bed was gone. This is disgusting.

  Business response

  06/11/2024

  The C O I was sent to   Subject: FW: ********************************** C O I ****** ********* *** ******** DELIVERY 06-07-2024
  
  

  Business response

  06/11/2024

  CERTIFICATE OF INSURANCE was sent to   **********************************  C O I   ****** ********* *** ******** DELIVERY 06-07-2024

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought a bed at the King Street location, and was told by the sales staff that I had a 100 day return policy, the mattress gave my wife and I extreme back pain and we tried to return it and they accused me of lying and refused to accept a return.

  Business response

  04/09/2024

  Mattress Warehouse has hundred-day comfort exchange.  Mattress Warehouse does not have refund after customer accepts mattress in their house. Mattress Warehouse policy is on desk matt on top of desk. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased # 001512 (mattress) and # 000151 (base) on 2/26/2024. Delivery date 3/22/2024. I was contacted on 3/21/2024 and was advised my order wouldn’t be delivered until 3/27/2024. I prepared for the delivery by throwing out my old bed, and I called on 3/26/2024 to get a time for delivery because I had not heard from them. I was told on 3/26/2024 that my delivery date was changed to 4/4/2024 by William *****, who failed to inform me of the changes. On 4/3/2024 I contacted them to confirm a time for delivery scheduled for 4/4/2024, and was told that Model # 000151 would be delivered on 4/4/2024 but Model # 001512 would be delivered 4/9/2024. I was contacted by Mattress Warehouse the morning of 4/4/2024 at 7:28am and was told that the mattress was not available for delivery, she does not know why, she think its on back order so the only thing they would be delivering is the mattress base. I told them I did not want the base without the mattress because it would be useless, why should I pay for an item I could not use. They told me to reject the base once the delivery driver arrived. I contacted Eric ****** (District Manager who didn’t have a clue), Kevin ****** (Vice President who failed to return my call), and John ****** (Customer Service who was very unprofessional) to get a resolve due to my inconvenience and has gotten the run around. My chief complaint is the unauthorized charge for the full size mattress and bunker that they purported they were providing me due to my inconvenience at no charge that was actually charged to my Synchrony Home account in the amount of $452.78 and the pending charge of $3,073.99 that’s showing on my Synchrony Home Card. My husband had to drive 1 hr to take those items back to the store because I canceled my order on 4/4/2024 due to the poor customer service I received. The $3,526.77 charge is for the mattress $1,999.99, Base $900.00, taxes $174.00, and the full size mattress and bunker $452.78, that has been returned. Horrible!!

  Business response

  04/08/2024

  452.78 was refunded back to ********* ******* today 

  Customer response

  04/14/2024

  I have received a refund but I do not wish to do business with Mattress Warehouse in the future due to their lack of professionalism and the inconvenience they caused me as a customer. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  CLASSIC **** AND ****** BUSINESS DEAL. On 3/22/24, I purchased a BeautyRest Mattress and box spring from Mattress Warehouse website. Before ordering, I made sure the pieces would be delivered in a few days. The website allowed me to check delivery dates and once I saw they could deliver within 3 days, I made the transaction. The order said deliver would be Tues, 3/25/24 but someone would call me to set the time. I waited and waited and heard nothing. Tues came and went so I called customer service at Mattress Warehouse. On that call, I was told the mattress that I ordered was NOT in stock and would not be until Sat, 3/30/24. I was very upset and told the young lady what I thought about their practices. She ignored what I was saying and told me all she could do was move the delivery to Sat even when I needed the mattress immediately. I could not nothing but wait for my purchase to be delivered on Saturday 3/30/24....four days later. Before she finalized the delivery date, our phone disconnected and I never heard from her again. She did not return my call BUT I did receive an email with the new delivery date. On Friday, 2/29/24, I received a call from Mattress Warehouse to NOW tell me they DO NOT have the mattress that I ordered in stock because the manufacturer has not shipped it. Again, I was very upset. This is the second time I am told the mattress I purchased on your site and provided a delivery date for.....they do not have. It is spring break and I have guest coming this weekend and now being told they do not have my mattress BUT they do have THEIR INHOUSE MADE MATTRESS IN STOCK that they can send to me. Knowing that I am under the gun for this mattress and have no other choice, I have to make a decision to take their inhouse brand or NOT HAVE A BED for my guests. What could I do? I think everything about their website, emails, terminology, and the transaction is the classic **** and ****** to force me to take some offbrand mattress. They never offered me ANY OTHER BRAND of mattress. Only the mattress they make. This is an extremely unprofessional practice. Also, I asked them why would they NOT email or text their communications to customers so we would know exactly what was going on immediately. They said they ONLY make phone calls which again, is a part of the **** and ****** process of covering the *****. If they do not email, their is not paper trail to show what they have done. I will wait to see what their response will be.

  Business response

  04/01/2024

  When the internet found out not in stock told customer next available date. Customer was then offered a new delivery date, a refund or we could ****** to different item. The customer ****** to a mattress that they had purchased year before. The internet gave customer same price that they had typed up on first order. The customer got mattress half off what they paid for same mattress the year before. 

  Customer response

  04/12/2024

  I just found the message that was left by Mattress Warehouse and it is a complete lie. They NEVER called spoke to me the next day, NEVER emailed me the next day, NEVER left a voicemail to INFORM me they did not have the mattress I ordered. As I looked back, there were these phone calls from a Baltimore area code on my cell phone BUT NOT ONE message about not having the mattress, the one I told them I needed by Saturday, when I spoke to the young lady to make the initial verbal delivery date. There was absolutely NO MENTION of not having the mattress I ordered. I actually spoke to them WHEN I CALLED THEM to inquire about the mattress that I had order. I had not heard anything from them. 

  "When the internet found out not in stock told customer next available date. Customer was then offered a new delivery date, a refund or we could ****** to different item. The customer ****** to a mattress that they had purchased year before. The internet gave customer same price that they had typed up on first order. The customer got mattress half off what they paid for same mattress the year before." THIS IS A LIE. 

  When I spoke to this young lady on a Thursday, I initially ordered the mattress on a Sunday I believe, she told me the mattress was not in stock. I told her I would not have ordered the mattress if I had known you could not get it in by Saturday. I told them I needed it by Saturday. She told me that MWhouse does not control outside vendors inventories and deliveries BUT I could substitute THEIR IN-HOUSE brand for the NAME brand that I had ordered. Quite naturally, THEIR in-house brand was more expensive so it looks like they are giving me a deal. I told them I wanted the mattress I ordered but since you have me over a barrel now, I had to take the one the offered, even though I asked about other name brands BUT SHE SAID, they could not get any other mattress to me by Saturday. I took the mattress so my guest would have a place to sleep but I told her I wanted my mattress when it came in. 

  WE DO NOT have any of their in-house mattresses in our house. We have only purchased top quality mattresses from Mattress Warehouse in the past. We have Sealy and Serta that we purchased a year ago. Pretty expensive mattresses. I bought Beautyrest this time because this is a guest room and I did not need the most expensive. However, they are telling a bold face lie when they stated we have purchased their IN-HOUSE mattress before. This was the ONLY mattress she offered me. 

  I am sick of this whole situation now. I detest liars. I have spent money with them and was very pleased with the local service. The online service seems to have issues. I want this situation resolved immediately. 

   

   

   

  Business response

  04/12/2024

  When the internet found out not in stock told customer next available date. Customer was then offered a new delivery date, a refund or we could ****** to different item. The customer ****** to a mattress that they had purchased year before. The internet gave customer same price that they had typed up on first order. The customer got mattress half off what they paid for same mattress the year before. Customer knew what they purchased and know what mattress accepted on day of delivery.

  Customer response

  04/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am still waiting on the original mattress that I ordered which was a Beautyrest firm mattress and NOT their inhouse brand. They can have their inhouse brand back, it has not been used. I am waiting on my original order or the refund amount. 

  There is no way that their inhouse brand should be more expensive than Beautyrest. 
  
  Sincerely,
  
  ******* *********

  Business response

  04/16/2024

  The internet talked to customer 03-29-2024 time 12:30 and emailed customer 03-29-2024 so customer knew what they was getting. The internet will reach out to customer.  

  Customer response

  04/17/2024

  I have received a call from a 301 number which seems to be the Mattress Whouse number. I will return the call today and request them to email me so I will have a paper trail of what is discussed. I am very much open to having direct communications with their online representatives but only if we can agree to move the situation forward to make it a win win. I have paid for a mattress already. They received my money. Now I would like to receive the product I ordered or a comparable name brand mattress. 

  Thank you for the help. 

  Customer response

  04/19/2024

  This morning I spoke to Abby at Mattress Warehouse and she was the extremely professional and understanding. We came to an agreement on how we will move forward. When the mattress that I originally ordered is available, she will call me to let me know when they can ship it to me at no cost to me. I will exchange the inhouse mattress that was sent to me. 

  Thank you for your help in this matter. 

  Customer response

  04/19/2024

  
  Better Business Bureau:
  
  I spoke to Abby at MWhouse Corporate office in regards to complaint ID ********, and find her resolution to be satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see our introductory letter, the sales contract and the Mattress Warehouse Rejection letter.

  Business response

  03/01/2024

  The ******* warranty says with wood headboard and wood footboard that they need five slats and customer only has three slats.  If customer add two slats to their bed the warranty department will send warranty approval letter 

  Customer response

  03/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: Mattress Warehouse sales personnel, at the time of the sale in May 2023, were negligent in not correctly stating all warranty provisions and nor did they provide us a copy of the mattress warranty, that specified the criteria for a bed frame. Additionally, the sales contract mentioned the mattress has an extensive warranty which only recommended we obtain/purchase a mattress protector.

  Sincerely,
  
  ******* *****

  Business response

  03/05/2024

  The warranty letter says if customer adds two more wood slats the warranty department would send customer approval letter.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a $1000 mattress in 2021 We’ve been through 3 approved warranties on this mattress. The pattern that I see (and that was told to me by their own employees and person who came out to inspect it) is that they are selling cheaply made mattresses and then discontinuing them when they get enough complaints about them, knowing they aren’t made with the same material. They know they have bad beds and willingly sell. I have been through a bed per year where I am expected to pay the delivery fee because of a bad product THEY sold me. All I want is my money back, not store credit to buy yet ANOTHER junk mattress that caves in. I’m only 130lbs. This is rediculous. My wife is sick & this bed causes her so many more issues. We are filing a lawsuit. I think everyone who’s a victim of this should do a class action. These people are thieves and it wouldn’t surprise me that they aren’t just a business used to launder money. 0 stars on all ratings. Look it up. I do not want another mattress from them. They are thieves and I’ve read SO MANY of the same horrible reviews they should be shut down. I call customer service and spoke to John ****** at corporate and he literally bragged that HE can get any mattress he wants for close to nothing and his mattress is $5000 dollars & maybe I’m having problems because I only spent $1000. not willing to give me any credit & told me I can’t speak to his superior that he IS the boss. These people need accountability. When I went there I asked them what mattress I should get. THEY SUGGESTED THIS BED. And I don’t want it anymore and I don’t want ANYTHING from mattress warehouse and I suggest you don’t either. I want my $1000 credited back to me in a check where I can take it to a PROFESSIONAL mattress store who cares about their customers. I didn’t do anything to cause this and I feel like they are not looking out to help their customers or to simply do their due diligence. Now I have to pay to exchange YOUR junk bed? It’s all wrong.i want all of my money back or the store credit doubled to buy something that SHOILDVE had the same quality as a normal mattress of that price but since you have to pay double for half the quality I want double if I stay with them.

  Business response

  02/28/2024

  Third party inspection company *** ***** went to customer's house to inspect mattress for Kingsdown Mattress Company. The Mattress Warehouse warranty department sent customer warranty approval for their Kingsdown Courtnay mattress. The customer had paid 999.99 for the mattress in 2021 and that is what the credit amount the warranty department gave the customer toward another mattress. The Kingsdown warranty does not cover shipping and handling. If customer does not want to use Mattress Warehouse warranty, they can deal directly with Kingsdown being it is their warranty. Kingsdown's phone number ###-###-####

• Initial Complaint

  02/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Aug 12, 2023 we purchased a Nectar Classic Hybrid Mattress from Mattress Warehouse online for $321.32. The mattress was to be picked up in store at Mattress Warehouse 3901 Old Forest Rd C101, Lynchburg, VA 24501. Details in the receipt state that "a customer service representative will contact you to arrange a pick-up date" We have not yet received this mattress. We have called the store and stopped by multiple times to follow up and are told they will need to look into the issue and sent away with the assurance that they will call us back. We have emailed "[email protected]" concerning the issue. We reached out to the corporate office and were told that they cannot see the transaction because it was placed online and told us to reach out to the regional manager and provided us his contact info. We contacted the regional manager and left a voice message following no answer. We have not received a single response from anyone previously mentioned. We have waited 6 months for this mattress and nobody will respond to our inquiries as to why we have not yet received our mattress.

  Business response

  02/16/2024

  This order was under **** ****** and someone from on line will reach out to customer

  Business response

  02/16/2024

  Online service will call and schedule the mattress.. 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Matress and a adjustable base at Matress Warehouse in 491 Elden st Herdon VA 20170 on November 11 2023. Sales person was a lady which I dont remember her name but her ID nunmber is ****. We decided to complete the purchase when the salesperson told us multiple times that we had 100 days to try both the matress and the base and if we wanted to exchange it we had to pay a $100 restocking fee plus a delivery fee. We agreed and purchased both items. in late December and early January me and my husband decided that the mattress was fine but the Adj frame was not helping with his back issues so we wanted something different. Thats when the store told us flat out that the frame is not part of the 100 day trail, I told them that the salesperson assured us it was both items, he just shrug it off telling us that we signed the document stating that it was just the mattress. We told them that we signed the document under false pretenses making it null and void and they ignored us. I went ahead and called corporate in early January and Holly helped me out I told her the story and she told me Josh ****** who was the Manager could help us, he never picked up the phone and never gave me a call back, I talked to Holly once again and she told me to talk to shahib ###-###-#### who is the district manager and same thing just got a voice mail left msg's he never called back, I called corporate again and they told me to call Kevin Keller - ###-###-#### Regional Manager and same issue I only get a voicemail and no callback. Ive been trying to reach a manager for the last 4 weeks and no one wants to take resposability. We just wanted to return the Frame and keep the Matress but now we want to return the whole thing since no one at that company want to take the responsability for thier shady action to make a sale.

  Business response

  02/14/2024

  Mattress Warehouse Comfort policy is hundred days on mattress only. There are no comfort exchanges on foundations or adjustable beds. Mattress Warehouse comfort policy is on desk matt and on page two of sales invoice.

  Customer response

  02/19/2024

  The selller mislead us with this policy and she stated that both the mattress and the adjustable base had the 100 day policy. This sort of practice under law is known as Fraudulent misrepresentation. Which makes any sales contract signed under false pretenses null and void. We have them over 30 days to answer our calls and texts since we only wanted to return the bed frame. But now we want no business at all with the merchant. 

  Business response

  02/21/2024

  The Mattress Warehouse comfort policy is on desk mat and second page of invoice. It says hundred-day comfort on mattress and that Mattress Warehouse does not exchange adjustable or foundations. 

  Customer response

  02/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  As stated before the sales person told us multiple times that the 100 day policy was for both mattress and frame. Misleading us to make the sale. This is fraud which makes any contract null and void.
  Sincerely,
  
  ******* *****

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Airloom matress in 8/14 has 10 year warranty. Matress has holes. Sent MW pictures along with receipt and they will not honor warranty

  Business response

  02/05/2024

  The warranty Department requested photo of law tag so they could file warranty claim for Airloom.  Customer never sent photo of law tag yet. 

  Customer response

  02/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I do not have the tag that they are requesting. I do not remember any tag on my matress at delivery and have not removed any tags. The purchase receipt, pictures and airloom tag is all I have. Nobody ever told me what I have to have for warranty, that would of prompted me to check for more tags
  
  Sincerely,
  
  ****** ******

  Business response

  02/06/2024

  The mattress is covered under Airllom warranty and their contact information is **** ***** * *******     ***** ****** *****  ****** ********** *** ***** 

  ***** ****** ************    ***** ***********

  Customer response

  02/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I was told I had a 10 year warranty. They never told me that the 10 warranty is from date of manufactured not purchase, this is false advertising. 
  Sincerely,
  
  ****** ******

  Business response

  02/09/2024

  The mattress is covered under Airllom warranty and their contact information is **** ***** * *******     ***** ****** *****  ****** ********** *** *****  ***** ****** *** ********    ***** ************** 

  The customer Service asked customer for white law tag, but customer never sent the white law tag. 

   

  Customer response

  02/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I don't even know if the tag was on matress when delivered, was told I had a 10 year warranty. Was not disclosed I needed the tag or that 10 year warranty started at date of matress manufactured not date of sale. I was under impression I just needed receipt of purchase
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out to Adam at the Lakeside Drive office to ask how to file a warranty claim. He looked up my purchase and said there have been many calls about this mattress and they no longer carry it. He said he could help me file the claim and I could expect a refund within 2 weeks of an approval of the inspection. I have called corporate and been hung up on and transferred by someone named Chris so kept transferring me to the district managers voicemail while I was still talking. Chris said he was the head of customer service and there was no one I could speak with regarding the complaint against him. I informed them I’m not able to go into the store to select another mattress and that I was offered a refund and was told I’m not getting my money back that they don’t do refunds. They said either I can pick another mattress out and pay the pickup fee of $99 or I can keep my defective mattress and buy one somewhere else.

  Business response

  01/18/2024

  Customer filed warranty claim on their ***** mattress and Mattress Warehouse sent customer warranty approval   for 2499.00 toward another mattress. The delivery fee would be 99 dollars to have mattress exchange. The ***** warranty does not cover shipping and handling. If customer does not want use Mattress Warehouse warranty Service, they can deal directly with ***** being it is their warranty. 

  Customer response

  01/18/2024

  
  Complaint: 21151313
  
  I am rejecting this response because:***** confirmed that they do not process warranty claims for Mattress Warehouse. We were informed we would receive a refund due to the mattress no longer being sold by Mattress Warehouse. There has not been any proof that the mattress I purchased was sold NEW from *****, and not used. The mattress has only been used for less than two years and I don’t even weigh enough to cause the inconsistencies that were documented on the inspection. I have made numerous attempts to speak directly with the company regarding the concerns and all calls have been avoided and unreturned. 
  
  Sincerely,
  
  **** ********

  Business response

  01/22/2024

  There are no refunds on warranty claims. The letter gave customer 100% credit toward another mattress. The warranty card from ***** says there no refunds on warranty.

  Customer response

  01/22/2024

  
  Complaint: 21151313
  
  I am rejecting this response because:
  The mattress that was offered as a replacement is a downgrade from our current mattress and being charged for delivery. The mattress failed within the first two years of owning it, we should not be responsible for any cost of receiving a new mattress of equal quality. 
  Sincerely,
  
  **** ********

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