ComplaintsforMattress Warehouse Corporate Office

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to the Mattress Warehouse at *** ****** **** **, ********, ** ***** and purchased a new King size mattress and it was delivered to my house on 11/23/21 for over a $1000.00. The mattress had two brown stains on it and the fabric is torn on the mattress. I called the store at *** ****** **** ** and complained about receiving a mattress with stains on it. I was informed by the gentleman who answered the phone at the store that there was nothing he was able to do and I had to contact the following number, ************ to receive a replacement mattress. I contacted the number the gentleman at the store location above gave me and requested another mattress. I was scheduled for a second delivery of another mattress on 11/27/21. The delivery men arrived to my home on 11/27/21 to deliver the replacement mattress. Once the delivery men removed the plastic from the mattress the mattress was dirty along the sides on the mattress. The mattress was 25% covered in black dirt. I informed the men that I was not going to accept another dirty mattress and that it was understanding that I am suppose to be paying for a new mattress and the mattresses being brought to my house appear used and dirty. The delivery men contacted someone on the phone at the time of the delivery on 11/27/21 but did not say who they were calling. I spoke with a lady over the phone who did not identify herself. The delivery men took pictures of where the mattress appeared dirty and removed the mattress from my home. The lady over the phone informed me that someone would be following up with me to scheduled delivery of another mattress. From 11/27/21 to today 11/30/21 I have not received a call from anyone about another replacement mattress. On today 11/30/21 I spoke with a manager named Tom G. at ************. I asked Tom, the manager for a full refund. The manager Tom stated that he would not refund my money for the dirty mattress I received and then hung up the phone.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2021/12/01) */ Customer is scheduled for December 3rd to have to mattress exchange Consumer Response /* (3000, 7, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from the business because I have received to mattress that we're not clean and not fit to sleep on since I have been charged for the purchase and I should be entitled to a full refund since the company has not been able to provide clean/brand new merchandise for the money I paid for the product as the company claims. (BBB note 12/03/2021 the consumer made clarification to response ) There was an error in my response to the complaint. I was wanting to add that I have already received two mattresses that were not clean and I have not been able to sleep on the product I purchased over 2 weeks ago due to the company unable to provide a new, clean and adequate mattress as the company claims. Business Response /* (4000, 10, 2021/12/08) */ Customer is schedule for 12-11

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dispute over defective mattress bought from mattress warehouse on 8 30 *********************

  Business response

  12/01/2021

  Third party inspection company has been sent to inspect customer's Serta **********************.

  Customer response

  12/01/2021

  LC (BBB note)- BBB asks that the business provide more information regarding the third party inspection.

  Business response

  12/02/2021

  The third party inspection company Total ********************** will be calling customer to schedule a time to inspect the Serta mattress. After the inspection if mattress is defective per Serta warranty then a exchange of the Serta mattress will be done. The warranty is with Serta so if customer want to deal with Serta out of Landover customer can deal with Serta direct

  Customer response

  12/02/2021

  (The consumer indicated he/she ACCEPTED the response from the business.)
  As long as I get a matress that won't do this again will be ok but I prefer not this styl baggie it has a constant lump that appears after 2 or 3 days then what I have keep going thru this I want serta the manufacture to assist me in a another model that won't have this happen 3 time or 2 etc can this be done or I want a refund for peace of mind so I do t have to have mattress hurt my sleep or back please arrange without charge and then we should be ok as long as the wTtanty. Is in place for new model and no more defective mattress tht I have to deal with vert
  Y poor customer service from matress wRehouse and poor quality control issues giving me a used or dirty second mattress and my experience with retail staff is abhorrent

  Business response

  01/13/2022

  Customer was switched out December ******* from Serta mattress to Cheswick Manor at no cost to customer. There are no open claims with customer

  Customer response

  01/13/2022

  08 30 21Paid ****** for matress with taxIssue is they have a sneaky contract that refuses refund so I got 1st Exchange day or so after had lump reported asap and then at retail level not supportive treated me bad 2 Exchange done fast but it was dirty and looked used and stitches were coming g out had debri all over it 3 rd one was better then bump came back withi. 1 to 2 days reported right away sent pictures to corporate ***************** or ******* in ********* corporate then sent him pictures to review on all 3 when 3 rd o e o I called him and texted him in o t 21 he never called back so I put on dispute with synchrony bank because of there nonsense contract they refused refund I did pay off but I didn't have too for 90 days I had financed this thru them the issue is the mattress is defective and really don't trust them I really want my money back k cause there warranty will blame me for there defects in future but they gave me a defective product had there matress contractor check matress yesterday from the sleep happens site and he came and saw the sagging and sewing and other issues I showed him the pictures of all 3 matresses with the same issue I am sleeping on a bump sticking me in the back it is a serta queen ok so the bank told me to go to file a warranty claim which I did and was evaluated by *********************** inspector ************ direct this situation gone to far and if they called back when I tried to reach them the 1 st Exchange took place on 9 3 21 yes they removed the mattresses the 2 Exchange was on 9 6 21The company is listed at mw1 of springfield Square llcMattress warehouse4949new design rdFrederick MD 21703Merchant number 5348121210505762******Please help I am very weary of company Awful giving me a dirty torn 2 sec matress no quality control and a bump sticking me in my back I can't believe this is going on Best Regards ************************* **********

• Initial Complaint

  11/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We went into mattress warehouse 2 weeks ago and showed the employee working the complete setup we wanted and he quoted us a price for it. We told him we would go ahead and purchase so we did. Got a call from him at the store a week later the day before our bed was suppose to arrive and told us that he had messed up and didn't put one of the mattresses in on our order. I said ok do I need to come back in and do financial stuff or what? He said no it was his mistake and that it was taken care of that we just needed a new delivery date. So the delivery got pushed out another week. Mind you we have already broken down our bed and moved our old mattress at this point. So this Friday we were suppose to get our bed and we received no phone call with a time schedule. So I called the store and asked what was going on and she told me that it's down to be delivered December 3rd. I said no mam it's suppose to be today I called and confirmed 2 days ago. She said the guy that made the sale with us quit on her last night and that the order was not fixed and basically we had to pay for the mattress that he didn't put it and it was going to be another week before we could get it. I spoke to the regional manager ** and he was very unhelpful and told us the same thing. So we paid for the other mattress.. another **** we were not prepared for and then when we were going over the order and got to the bases that were put it they were not correct and were told it was going to cost another **** to get the correct bases we wanted. I have email *********************** who is the district sales manager several times with no response and talked to TJ several times but we have gotten no where except an offer for 2 free pilliows worth $200 each for our trouble. At this point I am fuming because this was not what we were quoted and we were not prepared to shell out this much money at this time. And we are being told sorry but there is nothing we can do except you pay us more money and wait another bed.Help!

  Business response

  12/01/2021

  Customer was given best price available . There is nothing else Mattress Warehouse can do about the price.

  Customer response

  12/02/2021

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  11/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thank you for contacting us about this issue. We can't believe the difference in this mattress vs the one in the store. We purchased this mattress on Saturday the 13th and picked it up Sunday the 14th and called in the afternoon on the 14th to return it and requested a refund as we knew immediately it was very different. The firmness and the size are drastically different from what we sat on at the store. I am including some pics below.   We do not want to exchange this product and would like a full refund. We are very disappointed in what we received and called the day we got it to let you all know it needs returned. This is one of me sitting on the edge of your mattress in the store. Then here is one of me sitting on the edge of the bed we were given. You can even see my youngest daughter(100 lbs) sitting on the edge and how much it is compressing compared to the one in the store. Here is also a pic of the mattress not fitting on our king size box frames. We rotated the mattress and it still did not fit correctly. Thank you and please call me with any questions. *** ******* ************

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/18) */ Mattress Warehouse has no refund policy on desk matt that says no refunds after customer receive mattress. Mattress WAREHOUSE does offer comfort exchange per policy on desk matt at store. Consumer Response /* (3000, 7, 2021/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The product is a WRONG let alone its performance did not meet the equivalent of the store floor model. The mattress does not fit the box spring and that will not change, please see the attached pictures. It is manufactured WRONG per the pictures given to MW and attached. This is like ordering a suburban and receiving a geo metro. Ordering a V8 and getting a 1.3L is WRONG. Expecting a 8 passenger sized vehicle and not receiving the correct size vehicle is another issue. The wrong size and let alone the guts being totally different to what was ordered. How can this not be returned or refunded. It is a bed in a box. It has to be opened to see what was MISDELIVERED. MW is a sham and I do not trust them after being "violated" like this. This bed cannot even support my 13 year old daughter at 100lbs. Obviously something else is wrong. The fact that they are not willing to work with me, I DO NOT trust MW. Business Response /* (4000, 9, 2021/11/29) */ Mattress Warehouse has no refund policy on desk **** that says no refunds after customer receive mattress. Mattress WAREHOUSE does offer comfort exchange per policy on desk **** at store.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  !/16/21 purchased X1 hybrid firm mattress.$635.00 supposed to be extra firm. After 5 days mattress developed indentation. Called spoke with manager ****** who contacted her boss and who recommended an exchange. She said if exchanged for same mattress it may fail again. I asked for a refund and she refused. She then recommended an upgrade but for more money but more firm. I have to pay an extra $316.95 for it. I did. I received 2nd mattress. After one week it developed the same problem, an indentation like the first. (will fax pictures) I called again and she called her boss who said I needed a 3rd party inspection (see report). Inspector said this mattress is a firm, not extra firm as I require due to my back problems. I have osteoporosis which is why I asked for extra firm at the beginning. ****** lied to me about the quality of the mattress. Both of these mattresses caused me immense pain. I called ****** about the problem and she said I have to spend $5,000 for that type mattress and hung up. I then spoke to ****************, customer service manager who also hung up when I asked for a refund. My son wrote a negative review on social media, to which ********************* responded and agreed for a final exchange. I chose a Beauty Rest extra firm. When delivered, it had big dips, uneven and after I hired an independent inspector, found tears on bottom ******* well. See report. It looked to me that it was used and repackaged. I called the manufacturer who said a new mattress should never be in this condition. ************** sent report to Mattress Warehouse and told them this issue should should be addressed ASAP. An email came from Mattress Warehouse stating that they would only exchange or upgrade again to yet another higher priced mattress. I have gone this route and only want my money back. I do not trust this company any more to supply me with a quality mattress. They are playing the bait and switch game. Total pd. $952. *******************

  Business response

  11/18/2021

  Mattress Warehouse offers a one time comfort exchange and facilitates the warranty on the manufactures behalf for most of product we carry. The customer had already been approved for their 2nd comfort exchange previously (aster receiving special accommodation to do so after they selected another they were unhappy with the feel of ) and now has been approved for another exchange under the 10 year manufacture warranty, however warranty is for replacement only, not refunds of any kind.

  Customer response

  11/21/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  In response to Mattress Warehouse's most recent letter, Mattress Warehouse needs to realize that I asked for an extra firm mattress in the beginning due to my physical condition being osteoporosis. I purchased an extra firm mattress which the sales person claimed was extra firm. After receiving and using it for a few days it developed dips. next the company allowed me to exchange it. When I decided to do so, sales person told me this mattress gets a lot of complaints and I should upgrade to a higher quality, more firm mattress, but I have to pay a higher price. This time I trusted her. After about two weeks use, it developed the same problem. when I spoke with Mattress Warehouse again and the company sent an independent inspector to evaluate the mattress. In his report, he stated this was not an extra firm, just regular firm. I went back and forth with the company for a good while (several conversations) and they refused to do anything, even hung up on me. After my son posted a negative review on ******* I heard from a customer service ***** **************** who approved a final exchange, this is the third mattress. I chose a Beauty Rest extra firm. This one arrived in terrible condition. It had dips, indentations in several areas. I immediately called Mattress Warehouse and left a message to **************** and got no response. With no other way to contact them I called the inspection service and paid for it myself. Inspectors report notes, Impression measurements are: left head/shoulder: !/4" left hip: 7/8" left foot: 1/4", center: 1/2", right head/shoulder: 1/2", right hip:1 1/2", right foot:3/8". He also reported mattress ripped in two places when he lifted the mattress up. Obviously this mattress has been used and repackaged. I called and spoke with the manufacturer rep. who confirmed that no new mattress should arrive in such condition. Also informed me that I can only deal with Mattress Warehouse as this is where I purchased it. After three failed mattresses, the last one being in horrible condition, I have totally lost all trust in this company, even though they offered me another exchange due to the inspection company sending their report saying they should address this issue as soon as possible. I then received an email offering another final exchange and denying a cash refund. This company's policy entraps the customer into a bate and switch, does not help the customer, tricks them into paying more money for a product that I have already experienced three times with no satisfaction. This whole ordeal has been an absolute nightmare. I am unable use this mattress. I have to sleep on the floor. I can't imagine anyone being satisfied with these poor quality mattresses that I have had! I want my money back. I hope that through the Better Business Bureau this issue can be solved.
  Thank you,
  Xiou ****

  Business response

  11/30/2021

  Mattress Warehouse took care of comfort exchange and warranty would be manufacture warranty guidelines. No refunds

  Customer response

  12/04/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I refuse to take a mattress exchange. I only want a cash refund because Mattress Warehouse delivered a damaged and apparently used mattress with body impressions on both sides. I called the manufacturer and they confirmed that no new mattress would be shipped out in such condition. In addition the material appears aged and is deteriorating at the bottom seam. Again, no new mattress made as recent as 9/7/21 as tag indicates would be shipped from the manufacturer in this condition. This company delivered such a terrible product, I don't trust them anymore, much less want to deal with this same kind of dishonest treatment for the duration of the warranty period. This company just wants the customer to give up. I will not because they are wrong!

  Business response

  12/06/2021

  Mattress Warehouse took care of comfort exchange and warranty would be manufacture warranty guidelines. No refunds

• Initial Complaint

  11/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought a mattress, box spring, and mattress cover. I ordered delivery. When the shipment arrived the cover was not included, they brought the wrong size. I was told it would be delivered soon. So, I accepted the delivery. The next day, I received a call that either I could go pick it up or wait two weeks for the cover. I informed them that it was not the terms of our agreement. I asked to either return the mattress, or get my cover delivered next day as promised. I was denied both. I only accepted the delivery because I was promised prompt delivery of the missing item. This was not the case. They did not fulfill their part of the contract. I would like help returning the mattress and box springs.

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2021/11/18) */ Mattress Warehouse will refund the protector and have someone drop protector off at his house Friday Consumer Response /* (2000, 7, 2021/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is satisfactory.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our third mattress from this business. We trusted them based on past experiences. Every issue prior to this current was processed without complications. Somewhere around spring 2018, we purchased a floor model Kingstown mattress and boxspring from this trusted businesses with a five year warranty because it was a floor model.Somewhere at the beginning of covid epidemic, we took pictures and issued an under warranty complaint. The pictures consisted of two issues. Part of our issue turned out to be my fault. I accepted responsibility as it was examined and determined to be no consequence for this part of our complaint. Good service. Some, weeks later I realized that the second complaint (a faberic split in the side of the matress where the provided reinforcement handle/anker). I felt it was minor and perhaps nonimportant at the time. No immediate follow-up until this past Aug 2021. I emailed the warranty company, and contacted (called, sent pictures and visited the store again and was assured thatwe would be processed within at least two weeks because of the backlog..... response? As of Nov we have not been contacted and the split is now three times in length and width. I feel disregarded on the part of management who seems unaffected by us as customers and basically blown off. No recourse. Please advise.

  Business response

  11/18/2021

  Third party inspection report showed that the customer's Kingsdown ********************** was found to be stained or soiled, which excludes this product from their warranty coverage. Also when customer picked up their floor model Kingsdown mattress set in 2019 they set the foundation upside down causing the mattress to be defective. If customer have any disputes regarding the outcome of their inspection, they can contact the manufacture Kingsdown directly at ************
  

  Customer response

  11/18/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I stated earlier the "ripped " handle was absolutely separate from the issue of "my" having put not the mattress but the box spring turned on the opposite side. I "never" denied or made any issue of the inspectors evaluation at the time he was here. He was very kind and patient to explain why. I felt somewhat embarrassed that I didn't realize the error on my part:(
  Nevertheless, your mention of stains on our mattress was not an issue either! Anyone who is concerned with keeping property sanitized may in fact see stains from cleaning! You have pictures in your possession from our first complaint that was not addressed..ie the tare in the fabric. We are not in the habit of being deceptive as it seems someone "mislead" us (the consumer) about addressing the second issue. I came to your business twice and your management led us to believe that the delay in addressing the issue of the tare was submitted but "backlogged ". Truth! At this point having "not" been followed up with as to the and "state" or process/response.... my first contact "was" the mattress company. After several weeks with no response from them, I contacted your business. I was assured that the issue would be addressed at least three times ( twice face to face). I certainly apologize if you have been personally/ financially effected by our persuit. I truly am. I would just would have appreciated a "candid" response from your business rather than a misleading one. Like assuring us that contacting your business, not the matress company... the result being: I do not accept this response for that reason. "We" were simply following protocol. I would appreciate integrity on your businessespart.. We did no wrong by making your business aware of one complaint from (I thought) faithful customer. I had hoped we could continue the business relationship we started at least ten years back when there was other management. Please revisit this issue. I still have the original receipt, warranty response from the start of this issue and the original pictures submitted from the beginning. Please advise... sincerely
  
  
  

  Business response

  11/30/2021

  Mattress Warehouse goes by guidelines from Kingsdown being it is their warranty.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/19/21 my wife and I shared with a salesman at Mattress Warehouse that we had purchased a Sleep Number (SN) bed 3 years ago as we believed we could not sleep on the same bedtype. We shared the SN bed worked well when it worked but bed deflation issues were now causing us physical pain. The salesman said he understood as he had a SN bed in past and knew exactly what we meant. We had read about a BedMatch machine, he had us lay on this diagnostic system and try the beds recommended for our specific sleep needs. After trying many beds/having 2 hours of conversation, we were deciding between two tempurpedic options. A-queen bed at around $4,000 - a model he thought might allow us to sleep on the same mattress (based on BedMatch/what we shared verbally). B- a split king (2 XL twin mattresses)- one firm, one soft that would customize the comfort for both of us at $7,400. He said all tempurpedic mattresses are sold at same price regardless of store but offered a free base/box spring with the queen OR two free bases/box springs for the 2 split king mattresses. He then explained Mattress Warehouse's policy of no refunds and only one comfort exchange of mattresses only. If we tried a queen and needed a comfort exchange of the split kings after 30 days, mattress exchange would be free minus minor fees and delivery, but base/box spring-not eligible. He said people who bought tempurpedic beds rarely exchanged, the split kings were the most advanced technology offered. We bought the kings and tried 30 days -neither of us can sleep. We tried to get a comfort exchange, expecting to "lose money" to get another mattress as we knew we could not get any money back. We could not exchange for another tempurpedic or any other bed, except 3 as they were all less expensive and the store policy is to exchange for equal or GREATER value. Ex. King Stearns & Foster is $4,000, higher end bed, but we cannot exchange and agree to lose balance of purchase price-only pay more for split kings.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/10/29) */ Customer can do Comfort Exchange but if they want to call customer service we will make sure there no issue with doing the exchange Consumer Response /* (2000, 7, 2021/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) The customer service representative at the corporate office responded quickly, worked directly with the sales staff at the Columbia Crossing location and ultimately emailed us the attached confirmation of the comfort exchange and credit for the difference between the beds. I really appreciate your intervention as I am sure we only received this level of support because we reached our to BBB. Thank you!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩