Mattress Warehouse / SleepHappens.com
Reviews and Complaints

Date of Incident: May 31, 2016
Client/Customer #: 983610

My boyfriend and I purchased the APPAUIIFM-Q-MATT/ICOMFORTIII-Q-FND box spring and mattress on 5/30/2016. It was delivered on 5/31/2016.
My boyfriend unwrapped the box spring and noticed stains (see photo below). I called Mattress Warehouse on 6/1/2016 and spoke to Christy she stated the store manager Chris was off to call back on 6/2/2016. I called Chris and emailed him the pic of the stains. We waited 3 days and didn't hear back from him so my boyfriend stopped by the store. Chris stated he received my email with the picture and that he was working on resolving the situation. I emailed Chris on Monday 6/6/2016. He said he got the exchanged approved at that point we discussed delivery. He offered to have the new box spring delivered on 6/7/2016 however taking off work was not an option. I told him someone could be at the my house on Monday 6/13/2016. He then stated he would schedule the delivery for the 13th. I emailed Chris Monday 6/13 asking what time we could expect delivery. I spoke to Herb who informed me that exchanges are not delivered on Mondays so our delivery was changed to Tues. This is completely unacceptable considering this is the second day in 3 weeks that my boyfriend has taken off work for a delivery from Mattress Warehouse. I told Herb someone would be available on Saturday 6/18 or Monday 6/20 but neither one of those days work for exchanges. Then I offered to bring the box spring to the store and exchange it there but again that wasn't accepted.
My boyfriend received a call this morning at approx. 8:20am stating we were scheduled for delivery today and they would be arriving between 10:30-1:30pm we are unable to leave work on such short notice. We do not work close to home so a time frame such as this would require one of us to take the entire day off. I spoke to Michael (Mattress Warehouse scheduler) and he was supposed to check with his supervisor to see what could be worked out for delivery on Saturday 6/18 2016 however I have not heard back from him yet.

It is unfortunate that Mattress Warehouses poor customer service is attached to the Serta name.

I have several emails that I have sent to Chris and Carl Papafio who are supposed to be managers or higher at the Culpeper store however I have not received an email reply from either one.

My husband and I went to Mattress Warehouse at Brei Creek in Raleigh because they advertised good sale prices on the display models and we needed a new set fro our spare room. We spent a lot of time both alone and with the sales lady looking at various types but decided we liked the tempurpedic air-adjustable with adjustable base that was marked 50% off. The saleslady said it had been on display for 2 years so it was $1500. We tried out the controls for the air-firmness and for the adjustable base. At no time did the sales lady say the base was not included in the sale price and she did not try to sell us the base even though we were trying it out and asking if it would fit into a regular bed frame. She told us it could be delivered in one week and on a Saturday so we decided to buy. The next day we got a call that they did not deliver on Saturdays - ever- and it would be 2 weeks before we could have it. When they finally delivered it they delivered only the mattress and plain box springs. When we called the store they claimed the adjustable base was priced separately and had a separate tag on it. (It did not and we look all, over that bed.) and if it had been separate she would have tried to sell it to us because we were testing it and asking her about it. She was doing a bait and switch so that we would pay the price and the tag but not get the display model - she would switch out the base for plain box springs. The store refuses to admit any misrepresentation or to make good on the price and display model that we were shown. Don't deal with this company - you will get ripped off. And they do not care what their reputation is or about obeying the law. They only want your money and to provide you with as little as possible to get it

Bought $2000+ icomfort savant. Mattress broke down. We were laying on a hammock. Warranty exchange honored. New mattress iselect at $465 more was promised by salesman to be the BEST. We are in pain now as soon as we start to go to sleep and extreme pain throughout the day. Talked to salesman and he promised they would fix this problem with a new mattress. Was told to try a warranty exchange which the salesman set up to no avail. He said, if it didn't go through they would comfort exchange for $199. This was a lie as now he says two different lies in same conversation. 1. They cannot, because salesman failed to file paperwork for eligibility. Then when I say, this is not our fault he says...2. They can't because it was a warranty exchange. He says he is very sorry, but he has done all he can. He says, now that this is policy. When asked why he lied and strung us along for 3 weeks, he states again he tried to help us which he did not unless lying is part of Mattress Warehouses solution to problems. We are now stuck with a mattress that causing such pain that I don't know what we will do. We are already out $3000. We would be satisfied with an exchange, but now we just want our money back to do business with a legit company.

On February 2014 I purchase a duke -Q mattress set. Silver-Q FND, and Q84RS-q CARPROLLFRAME. A month after purchase mattress sink in the middle.
I weigh between 125-130lb.
Today April 13, 2014 i was making up my bed i notice the bottom of the box dropped out I put my hand and reach the board material all the way to the top, the black material hanging loose and the sponge dropping out.

Bought adjustable bed in June and was told it would fit any headboard delivery men would set it up. They refused and the bed did not fit my headboard with the kit they provided and two and a half weeks ago was told they would send me another kit. As yet I have not received the kit and frankly I am at the point I do not believe anything they tell me and would not recommend them. Also the manager told me that if the delivery men did not set up the bed he would stop and do it himself. As yet he has not stopped.

Potential buyers should beware of sales tactics used by MW when selling Temperpedic Bedding. Although the salesperson was easy to deal with, he wasn't forthright in giving ALL the fine details of the "100 day trial period". Also, the $200 in "free" goods is accomplished by discounting the mattress (which we were told Temperpedic doesn't do). Also, to change to a new mattress, they charge an extra transportation fee of $50. Then, the salesperson indicated that there were other conditions required like buying an expensive mattress protector to use the trial period. When we requested to change to a softer mattress, they gave us one that was not the correct model - requiring yet another delivery. We finally got what we wanted but less restocking transportation fees. Of course, you never learn of all these "conditions" until after you sign the credit card charge and get a printed receipt...and get a chance to read all the fine print. Lesson? Go into the store and force the salesperson to reveal ALL the quirks and fine print!

I ordered a bunk bed as a gift from Mattress Warehouse in June of 2012. In October I get a call and they said they never delivered it or notified me that it wasn't delivered back in June. They have been a nightmare to work with, constantly transferring me to different departments, no one is willing to set up a shipment date. I finally got one person who set up a date, and they showed up at the delivery house without all the pieces. They again never called me to tell me the delivery didn't happen, and now I'm stuck in the loop hole of trying to find someone to talk to about delivery. By far, the worst company I have had to deal with, and I would NEVER order anything from them again. Terrible products, terrible customer service, terrible experience.

My husband went in to purchase a new mattress for the first time. We found one we loved and ordered it. The mattress was delivered on time, when we slept on it the first night we thought it was extremely firm and uncomfortable. I swore that this was not the mattress we tested in the store. I took the tag from the mattress, went back to the store to make sure it was the correct one. It turns out it is. But our bed feels COMPLETELY different from the one in the store. The salesman while selling us the bed said that because of the system this mattress wouldn't wear out. Now that i went back he said it feels different because of all the people testing it out. That seems very contradictory. So I went home feeling confused and tested my bed right away. Totally different! I returned the next day to see if we could exchange our mattress (slept on for 2 nights) for the softer version. The salesman told me that there are no returns or exchanges. Well, that was never explained to us in the purchasing time. I was getting visibly upset in the store because I just spent $1700 on this mattress and now we can't get a different one. We are waking up with aching ribs and backs because this mattress is so hard and firm. The salesman then called a manager at a different location and he told the salesman that these beds take 2 weeks to break in. That was not the story when we bought it. And being first time mattress purchasers, we had no idea that the bed we would get would feel nothing like the one in the store! The salesman told me to sleep on it for the next 2 weeks and then come back if there was still a problem. I'd rather sleep on the floor! I want my mattress taken back and switched for the softer version which is the same exact price!

Sealy Posturepedic mattress and box springs purdhased on 4/5/06. Now sagging in center and becoming increasingly uncomfortable. I have the sales slip and True Form Warranty. I am extremely disappointed in the performance of this product.

On March 21, 2011, we purchased a Belmont king mattress & box spring set from Mattress Warehouse in Mechanicsville, Va. with promise of delivery to that store by Friday, March 25. We received a call from the salesperson on March 24 saying there was a problem and delivery would be delayed until the following week.
I called the store on March 28 and was told the manager would get back with me. On March 30, I called the store and talked to the manager, Ed Katz, and was told that the salesperson was no longer with them and he would have to do some checking about the purchase. Over the next two weeks Mr. Katz assured me he was trying to get the product we had ordered. On April 11, I was informed that the product was at the Broad Street Store in Richmond, and we could pick it up there. At this point, I cancelled the order and requested a refund on my credit card. It's now May 5th and I have still not received the refund. I called the customer service department of the company this morning and was told that they had received the refund request on May 4th, and it would take a few days to process. A few days seems to be the mantra of this company. Maybe they should start telling customers it's going to take a few months with no guarantees of anything.

On presidents day (Feb 18th) of this year 2011, my husband and I decided to purchase new mattress sets for both of our daughters. We checked several known stores but decided on Mattress Warehouse on Garland Groh Blvd in Hagerstown, MD. The manager was nice and gave us another disount for purchasing 2 sets on top of the sale price (that was our deciding factor) He advised us that the beds would be in on Feb 24th. That day came and went so we decided to call the store. Once again we got the nice store manager who stated that they did not come in but should be in the following Thursday.
Once again we waited for him to call, but he never did. After leaving several messages for him, he returned our call 3 days later. Unfortunatley once again, no beds. He advised us that he would try and get them in from another location who had them in store stock.
March 5th- still no call and no beds. Absolutely livid my husband went to the store and cancelled the order, requesting a refund. We were told that it would take 2-4 weeks! The next day (Sunday), upon looking at other stores, we realized that we could not come close to the price because of the Presidents Day sale and decided to go back and reinstate the order. (all of this happened on a weekend) The manager stated that there would be no problem since the head office wasn't going to get the refund request until Monday anyways, and that he would place a stop on the refund since it all happened on the same business day. He planned on having our beds brought in from the Frederick location on Thurday.
March 15th- Still no call. Once again left a message for him to call asap about this ridiculous issue. He did call back 2 days later and left a voicemail stating that he has 1 bed in stock and was going to give us a different bed (which was a better style) instead of waiting any longer, BUT unfortunatly we could not get the beds because the refund did go through and we would have to wait until his district manager could make up a new invoice and CHARGE our account.
March 28th- NO BEDS, NO CALLS! Once again tracked down the manager and demanded to know what the problem is. He advised that the refund created the issue. He was speechless when I told him that he was full of crap, that we did NOT receive any refunds from them and I have the bank statements to prove it. Called customer service who will not give me the name of the district manager or contact number to verify what the store manager is claiming. I called the store manager back and advised his that we would be in on this Thursday to pick up our beds (that we paid for 7 weeks ago) and I suggested that if this were a problem then to have HIS manager at the store waiting for us, if I leave there without any beds my next step will be COURT... DO NOT BUY ANYTHING FROM THESE STORES! I honestly think that our beds did come in and were sold for the non sale price and now we're just stuck waiting. Wish me luck folks, will let you know what happens...

I purchased a mattress on 01/28/2011 and delivery was set for 02/07/2011. Earlier that day, I had arranged for Salvation Army to pick up 2 of my childrens mattresses. The delivery came as the promised time however, they were the wrong mattresses. I then had to take a 2nd 1/2 off of work to wait for the correct mattresses on a different day. I was upset and asked for some sort of compensation and spoke with the District Manager Bill Fisher. I explained to him what happened, that my kids did not have mattresses and that I had to take off a total of 2 1/2 days off of work for their error and would like a refund of delivery or some kind of compensation. His response: "I can't give you a refund on the delivery because we had to pay for it twice, but I can give you a discount on a future purchase". I was just a little taken back by that response, almost as if I was being penalized for their mistake. They didn't pay for it twice! I paid for delivery! They only paid for the second time but not the first. I would never buy another mattress there due to their lack of customer service and their lack of apology for their mistake.

To: Mattress Warehouse (President)
From: Brenda Hall
Date: March 24, 2010
Re: 3rd Mattress replacement

I write this letter out of pure frustration and yet no satisfaction to my concerns. Here are the facts concerning my situation.

1. On November 11, 2007, I purchased a Serta Perfect Day Celebration firm mattress for $1999.99. On my invoice number 10360 it shows that the frame and foundation was included in the price. I purchased it from Mattress Warehouse, 1245 New Churchman’s Rd. Newark, DE 19702.

2. This mattress was delivered to me on March 25, 2008 after we moved back into our home after experiencing a house fire.

3. This new mattress began sagging, and then on top of it, the body imprints became a major problem. I am handicapped and disabled that requires that I a have high quality mattress.

4. I thought that I was obtaining that “High Quality” through your company’s, Mattress Warehouse and Serta.

5. On September 4, 2008, Mattress Warehouse then offered an 2nd exchange mattress and my approval number is VA-1003.Please be mindful that this is only 6 months from the time I received my first mattress

6. The second (exchange) replacement mattress that I obtained was the Serta Tranquil Nights Knightdale. It was obtained on September 16, 2008, from the Mattress Warehouse located at 1257 Quintilio Dr. Bear, DE 19701.

7. There are no amounts listed on Invoice number 10306 that would indicate how much the value of each newly exchanged mattress was.

8. I then had to pay $ 65 .00 for delivery.

9. Here I am again, 1 year and 5 months later exchanging now my “third” SERTA mattress replacement request. How many times must I endure the same torture over and over again?

10. It was very hard trying to obtain a phone number as well as trying to speak with a live customer service representative. On February 18th, 2010, I finally spoke to a district manager who emailed the supervisor of customer service named Aaron. Aaron then faxed me paperwork and I then faxed all pages back to Aaron on the same day.

11. Then on March 1, 2010 R.Clark came out and measured the mattress and found that was defective.

12. I Spoke to Aaron again on March 16, 2010. He then faxed me a letter dated March 3rd, 2010 showing that Mattress Warehouse gave me another approval number of MM-5568 to pick a 3rd mattress and another delivery charge fee of $65.00.

13. I went to your store again in Newark, DE and spoke to the manager (Joe).He showed me a piece of paper showing that he had documented my complaint and the date on it was [protected].

14. I explained my situation concerning the mattresses and requested a refund. According to Joe, who called a Paul (district manager), who stated that a refund could not be made, only an exchange. Joe then stated that I would have to pick out another Serta mattress and would only have to pay another delivery charge of $65.00. I asked since I have been through this so many times with Serta mattress. Was it possible that I could pick another brand without paying anymore monies out of my pocket? Joe then laughed and advised me that if I did, I would have to buy a new box spring which could cost me about another $800.00 to $1, 000.00 more out of my pocket. Then he stated that if I get a Simmons mattress and kept the Serta box spring it would void any warranty that would ordinarily come with it. I also spoke to a Paul Montemurno District Manager who seemed as though this was a big joke, very sarcastic and rude. He only added fuel to the fire.

15. March 22, 2010 I spoke to a Brent Gibson from Serta Mattress who stated that the total liability of my situation relied totally on Mattress Warehouse.

My position in this matter is:

1. This is my 3rd (exchange) replacement mattress of the same maker (Serta).
2. It is my contention that this makers designs, does not contour to my stature. Even though your employees stated that it would after looking at me.
3. I should not have to pay any more monies in this matter. So far I have paid your company $2064.99. This includes $1999.99 first mattress and $65.00 for the second mattress delivery.
4. Now you are talking about another $800.00 to $1, 000.00 more to switch to a different brand name, plus $65.00 for delivery again and God only knows what a box spring is going to cost me. That equals $2929.00 plus.

5. Since I have received 2 defective mattresses thus far and they were top of the line mattresses. I feel that they did not meet my needs. In trying not to complain again about the mattresses. I tried several ways to save these mattresses. I brought a memory foam which cost me an extra $125.00.Then I tried a pillow top that cost me another 150.00. Now I am out of pocket another $275.00 which brings my total thus far to $3204.00.
6. Since it took so long trying to contact and resolve this issue with your company, I had to replace the 2nd mattress with a 3rd one, not from your company. This mattress cost me $699.00. This brings my out of pocket total to $3903.00.
7. On April 7, 2010, I called corporate headquarters and asked to be connected to John Ahern voice mail and still to this date I never received any corresponds or communication from him.
8. Since I was so fed up with this whole situation and the unnecessary, unfair treatment I have received thus far. I decided to protest at this store. Mattress Warehouse called the state Police and I was asked to vacate the premises and I did. This happened on April 8th, 2010.Also be mindful that Joe the store manager, thought this was a joke and kept on laughing.

9. On April 15, 2010 around 10:am I arrived at the Newark store to place an order for my 3rd mattress .In which Mattress Warehouse only gave me 30 days to do this per there request. I feel as though I was forced into this position. I (wrote) & signed the contract under stress and protest. About 4 to 5 pm my husband received a call stating that they wanted me to come back and fill out another contract or the other one would be voided. I am not well enough and could not do is again. The associate (Fred) called and faxed Joe and Paul several time while I was there and it seemed not to be a problem.
10. Then Fred pulled out the same complaint paper that I saw the other day, BUT on this day I noticed that a “Monkey” was drawn on the same complaint paper.
11. Then to add insult to injury, I feel that this is a clear case of racial discrimination and harassment. This has caused me sleepless nights, panic attacks and depression.

Am requesting that your company review my claims again and let’s try to resolve this matter in an expodiuosly and fair way. I placed a special order when I placed my first order, ” customer will call in 1-3 months to schedule delivery, ” as per your store requirements. I am also requesting a full refund of all my monies put out. Plus I want $13, 000.00 more for racial discrimination and aggravating my severe health issues. Then court cost and attorney fees if any. I am requesting $15, 000.00 for all that this company has put me through!

Also, since I have received 2 defective mattresses thus far, and am now picking my 3rd mattress, it seems to me that Mattress Warehouse VOIDED the warranty and not me. What ever happened to the fact or concept that the customer is always right?

Remember that your company’s repetition is on the line and you run the risk of loosing many customers. $15, 000.00 is a drop in the bucket for your prejudice company.

Question: If you brought 2 lemon cars and they would not run, would you go back to that same dealership and by a 3rd one?