Business Profile

Mattresses

Mattress Warehouse Corporate Office

Headquarters

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Initial Complaint
06/13/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I'm a 72 years old man, I just moved to VA to start a new job as Gov. *********** I'm furnishing a rental apt.In Sutarday 06/04/2022 I went with a friend to buy a mattress from "Mattress Warehouse" located at: ******************************************************************************** phone # ************.I tried a mattres on the floor meduim firm becasue I have a lower back desk surgary, also I bought a mattress box both for $551.19 (please see receipt), inspite this shop advertising on the fron door "floor sale clearance" meaning I take the displyed mattress on the floor with discount, but what happened the manager "*************************" got me anther mattress and a box from the storage in the back of the store (I suggest to check the machendies in this storag, where they keep the bad matterss), and he loaded it in my car.When I went home I put the mattress on the box and sat on it I reached the floor, the mattress was fake meaning it has almost nothing inside you can't even call soft mattress it just a *************** fabric nealed on a fram of wood,I called the manager "*************************" and I explained the problem to him and I told him this's not the mattress I tried and I paid for, he said I gave you a brand new mattress, and no exchange before 30 days, I tried to explain to him that ***** I can sleep on this mattress and I'll bring the mattress back, he said if you come back I'll call the cops!! so I took the mattres and the box back me and the same friend, but **************** was very agressive he siad nothing can do for you and even if I called the customer service I know in advance they'll say no exchanfe befor 30 days, at this point I told him this fraud, he said it has the lables, I said you can put the lables on any thing, he became more aggresive, I suggested to take ***************************** and pay the defferent, he said no and don't wast my time. He took my money and gave me a pice of junk, he start to shout at me saying get out of my store or I'll call the cops.Sir, please help I want my money back
Business response
06/14/2022
If the customer could provide their sales order number we will be happy to see how we can assist. We are unable to find an order under the name on the case.
Customer response
06/28/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Sales Order Number: 02221466896

I sent a copy of sale invoice and **** charge receipt with my complaint to BBB.

Thanks
See Attachment/File: image
Business response
06/29/2022
Customer has to wait thirty days before he can do comfort exchange. He will need pay ***** delivery fee and ***** recfee plus he must pay the difference between the two mattress. Only one time comfort exchange and foundation is not part of the comfort exchange. There will be no refund if goes to less price on the comfort mattress. The mattress can not be exchanged at store but must be done on delivery truck
Customer response
06/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint not about exchange the Mattress! My complaint about I was a victim of a SCAM, I paid $551 to buy the mattress I tried in the store but they cheated me and the manager gave me a different mattress nothing like the mattress I tried!! This's a fraud..
I don't trust this store either the manager.
I want my money back.
BBB shouldn't leave such a business to steal the peoples money for bad and fake products.

Thanks
Business response
07/04/2022
The customer was given the ********************** he purchased. Mattress Warehouse has a no refund policy after they pick up or mattress delivered to customer.
Customer response
07/05/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know how long this chats will take? Please Mr. **** do something to get me my money back, I want you or someone you send to see the mattress I been scammed with, this business and this manager has a history of selling a bad mattresses taking advantage of good people like me.
Mr. **** please let me know how I can get my money back and return this junk mattress back.

Thanks
Initial Complaint
06/08/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 9, my husband and I purchased a mattress from Mattress Warehouse. *******, the manager, talked us into using their sleep diagnostic system, bed-match, which would print a list of mattresses best for us. He said the system is definitive; they offer a 100-day comfort guarantee. We chose a bed and were offered 0% financing as we could not afford to buy it outright. We asked the manager if we would be allowed to exchange if the mattress did not work out. ******* said yes after 30-day break-in period and reiterated that there's a 100-day comfort guarantee. We would only be charged the fee for delivery to come to pick up the mattress. He quickly went over the contract, assuring us we only agreed to what he'd already told us. A week later, the bed was delivered. After the very first night, we knew the bed would not work for us. Since it was delivered the day before Easter, we couldn't contact the store the next day, so my husband drove to the store Monday and was told to come back as the manager wasn't there. When speaking face to face with ******* we were told there were no exceptions to the 30-day break-in period, but on day 31, we would be eligible to exchange the bed. My husband specifically asked if we would be refunded any difference, and ******* said the credit card financing would be alerted to the change. The balance would be adjusted, no problem. When we went to do the exchange, he began processing it and flippantly told us we wouldn't be credited the difference, almost two thousand dollars. We asked for a corporate contact. He gave us the wrong number. The rep we spoke to in the ************ said manager should'be given us district manager's number. Called daily for almost 2 weeks and left many voicemails with no return call. Called customer service many times until finally someone gave us regional manager's info. We called daily for a week, left voicemails and received no call back. We deserve to be treated with respect instead of ignored. Please help.
Business response
06/10/2022
Store was called and told that they could set up the exchange . After exchange has been done store will send refund request to office
Customer response
06/13/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue has not been resolved. We received a call from the store manager last Friday. We returned the call Saturday morning. However, the exchange cannot be finalized because the store manager cannot provide a written letter or notice confirming we will be refunded the difference plus the amount we'll be refunded. This is necessary because we've received information orally from the store manager that was then taken back before this. When initially making the mattress purchase, we were assured an exchange would be no problem and that we'd receive any difference back or the change in total would be reported to the financing company, so the amount owed would reflect the difference. The same information was repeated when we told the manager in person that the mattress would not work (after receiving the bed). We'd need to exchange after the mandatory 30-days. However, once the 30-days were up and we went in to process the exchange, we were told we wouldn't be refunded any of the almost $2,000 difference. So we cannot rely on oral confirmations/word of mouth at this point. The store manager, *******, told us we would need to contact corporate requesting written documentation. We emailed the email address the store manager directed us to on Saturday (which ended up giving us an automated message with a different email address to email), and we have yet to receive a response. This is frustrating because we're in the same position as before filing our claim. We've still not received any communication from corporate or anyone with authority to do what needs to be done. We're not comfortable processing the exchange until we're assured in writing that we will be refunded the difference and the exact amount of the refund we will be receiving.
Business response
06/20/2022
Exchange ticket *********** was set up for 06/24/2022 and after delivery store will send refund request for difference of *******
Customer response
06/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
We appreciate the business' willingness to confirm refund and amount via this claim; however, the amount they've notated is different than the amount we expect to be credited. I will upload the invoice we were given by the store manager that reflects the actual credit we would be due based on the price difference of the mattress exchange. We went to the store June 25, 2022 to choose a new mattress. The credit we will be due is $1904.62. This is a few hundred dollars different than what was notated in the business response ($1658.62). I just want to be sure corporate is on the same page since they will be processing the refund, not the individual store or store manager. Thank you.
See Attachment/File: Mattress Warehouse Credit Due Invoice for Exchange.jpeg
Business response
06/30/2022
You are correct that after the exchange is done the refund for ******* will be sent to refund department. The original out going item was switch to different model changing the price on the exchange
Customer response
07/02/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate the confirmation of the updated amount due to be refunded now that the exchange is complete and will consider this matter resolved assuming the refund amount is reported to the financing company in a timely fashion. Thank you!
Initial Complaint
06/07/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a bed frame at the Mattress Warehouse located at ***************************************************************. I inquired about the return policy. The sales agent communicated to me that it had to be returned by 9:00 PM the day of the purchase June 6, 2022 to get a refund if the frame didn't fit. The frame didn't fit and it was missing parts. I returned the frame back to the store prior to the 9:00 PM deadline. I encountered another sales agent who said the merchandise could not be returned unless it was damaged. The frame was damaged. He refused to issue a refund. I left the frame at the store. This business is unethical and they are shady. I would never do business with them again. They need to train their employees in customer service and professionalism. I never make purchases where there is a no return policy in place. I demand a refund because the merchandise was damaged and I don't have possession of it.
Business response
06/09/2022
Contact Name and Title: ********************* CUSTOMER SERV
Contact Phone: ********************
Contact Email: ************************
The store will send refund request to customer service today.
Customer response
06/10/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm satisfied that they have submitted a full refund request.
Initial Complaint
06/01/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased a NEW Tempur-Pedic mattress and adjustable base for 5800$ On 5/22/22. Delivery came on 05/25/22 and everything was great !!! Made my bed and slept great !!! The following day I started my warranty and rebate process. The first thing that is required is the *** TAG with serial number!!! Guess what no TAG. I flip and turn a king size mattress all over on all 6 sides and no tag!!! I call the store where I purchased the mattress and it's been a bunch of c*** ever since. Call temper pedic and they can't warranty it due to no defect. It's a third party sale and must contact the company. They are very rude and will not contact me back. I really want to say they sold me a used mattress as a new one !!! I'm very disappointed for a company to brag about their customer service and the customer is first. Hahahah!!! Shame on me !!!
Business response
06/03/2022
Contact Name and Title: ********************* CUSTOMER SERV
Contact Phone: ********************
Contact Email: ************************
The customer called customer service and said couldn't find law tag on their new mattress. The customer service typed up exchange while talking to customer. The ********************** was switched out the very next day.
Initial Complaint
05/24/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I filed claim number ******** on 4.19.22 with guardsman for a replacement queen adjustable bed. They sent technicians out on 4.28.22 and they determined that it couldn't be repaired so they sent a request over for it to be replaced on 4.29.22. I called guardsman on 5.02.22 and was told it was approved for a replacement queen adjustable bed. I was told the request was sent to Mattress Warehouse corporate office and I should hear from them in 10 business days. I called Wake Forest Forestville location on 5.16.22 which is where I originally brought the adjustable bed and was told by TJ to send an email to ********************* with my information and he would look into it for me. Little did I know it was the store email and I guess no one is checking their inbox. I learned this from one of the salesmen at the store. I attempted to email ** again with his supposedly correct email. I still haven't heard anything. Could someone please look into this for me? It has been a month now and I am very unsatisfied with Mattress Warehouse. I just want my replacement queen adjustable bed because of my health issues.
Business response
05/24/2022
Contact Name and Title: ********************* CUSTOMER SERV
Contact Phone: ********************
Contact Email: ************************
Guardsman extended warranty company have forward nothing to Mattress Warehouse to replace the adjustable bed yet. Mattress Warehouse ******************* will reach out to Guardsman to see if they have warranty approval letter so adjustable could be replaced.
Customer response
05/25/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by 2 different individuals in the resolution department that it was approved. There number is **************. Unfortunately they are closed on Wednesday. They can be reached from 9:00 AM- 5:00 pm. Please have Mattress Warehouse reach out to them to clear this matter up. Thank you
Business response
05/26/2022
Mattress Warehouse have emailed Guardsman asking for written approval. Guardsman have not confirmed in writing the approval yet. As soon as Guardsman gives Mattress Warehouse warranty approval Mattress Warehouse will reach out to customer
Customer response
05/29/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
05/12/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I Bought a Nectar mattress from them. About a year in we had a problem with the mattress. I contacted Nectar and they immediately approved a exchange but I had to go through Mattress Warehouse. They agreed to the exchange. Everything is going good until the day they show up for the exchange. The delivery guy comes in and takes pictures of the mattress and sends them over to Mattress Warehouse Delivery. I am then told because there is black fuzzles on the Mattress they can't take it back. I immediately grabbed a lint brush to take off the fuzzles but I was told they already took the picture so there's nothing they can do. I then brought up that the terms said normal wear and tear is approved but apparently fuzzles are not normal wear and tear. I've tried to contact management at Mattress Warehouse because Nectar wanted me to set up a conference call so they could tell them to do the exchange but have yet to receive a call back or even an email from Mattress Warehouse. Can't help to think that they saw they might lose money and decided to s**** me so that didn't happen even though everything was under warranty. If you want peace of mind and a decent mattress then I suggest saying far far away from Mattress Warehouse.
Business response
05/12/2022
A transportation fee of $99 is required, and is due at the time of replacement selection. If, at the time of the exchange, the
mattress/foundation is found to be in an unsanitary condition such as soiled or stained the exchange will not be completed,
furthermore any transportation fees will not be refunded
Customer response
05/14/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
This was a defective product exchange
Business response
05/16/2022
The mattress was stained so Mattress Warehouse could not do exchange per health reasons. Warranty letter had said if mattress was stained, soiled or abused that the exchange what not be able to happen.
Initial Complaint
05/09/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchase date: 02/04/2022Purchase amount: 3,529.93 minus 107.00 discount after original purchase due to price match guarantee.Commitment to provide: A quality mattress to improve sleep health.Dispute nature: Quality of product. The product received was not the same quality as the one tried in the store. I was assured it was the same model of mattress, I have to disagree with that statement. However IF it is the same, the mattress does not meet my (customer) satisfaction, and does have a satisfaction guarantee.Business resolution offered: I (customer) was told that I could exchange the mattress for a different one of lesser value. However the amount I paid, which would remain, could only be applied as store credit. The seller also offered to allow me to exchange the mattress for one that would cost more than the price I paid originally, but I would, of course, have to pay the difference. I have asked for a full refund, and have been denied by the seller three times.Account Number: ******************** have uploaded the email my husband and I sent out.
Business response
05/11/2022
Contact Name and Title: ********************* CUSTOMER SERV
Contact Phone: ********************
Contact Email: ************************
Customer can do comfort exchange per ******************** comfort exchange policy which is hundred days from purchase. If customer thinks there is warranty issue they would need to contact Tempurpedic for they take care of all of their own warranties.
Customer response
05/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Mattress firm will not provide a full refund of the mattress since you are the seller. I am asking you to give me a refund if our money and take your mattress back irregardless of your "policy". Your "policy" leaves me with either getting a less expensive mattress where I loose money, or makes me additionally pay for another mattress at higher cost. Either way I am losing further money through your comfort exchange program. Perhaps this is strategically priced in this regard? Also you don't have available any similar mattresses for similar prices.

We will put it into this perspective,
A customer buys a $90,000 ***** ******.
He wanted this truck because he wanted the best and didn't want to worry about anything so the sales agent assured him this was what he needed. It met all his towing needs.
Later he bright the truck home that night and hooked it up to his trailer which was carrying about ***** pds of lumber. And the truck stalled and would not tow that weight. The customer bright back the truck and explained how nothing he tried the vehicle would not tow over 10,000pds even though it was advertised for the ability to tow ****** lbs.

The dealer said well all that we have is a "satisfied exchange program".

The customer asks okay well what will that be,

Well you can exchange your truck for anything we have on this lot.

The customer looks at the lot to see they only sell ****** Prius cars $30,000 and Porsche 911s $115,000

The owner not wanting either for obvious reasons wanted neither and also the truck he now owns isn't even worth the $90,000 because it can't even tow. He asks for a refund. The dealership refuses to give him his money back, and you probably can figure out the story, the customer talked with the *** and his local state to protect their rights as a consumer and get their full refund because $90,000 is a lot of money to be out of.
Business response
05/16/2022
Mattress Warehouse does not sell cars so that has nothing to do with Mattress Warehouse comfort policy. Customer did type up comfort exchange to go to Kingsdown so all they need do is schedule their delivery with the store
Customer response
05/17/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Comfort exchange is all you can do, and it's a good thing you don't sell cars. Obviously I never said that you did sell cars,it's an analogy.... Mattresses may be more lucrative however. Waiting on a comfort exchange is all I have the option for. A simple refund for my purchase would be a better choice if given.
Business response
05/19/2022
Customer can call store and set delivery up for exchange
Initial Complaint
04/19/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This has been an on going issue since March 20, 2021. I purchased Queen ********* ******** Mattress and Dri Tec (***** moisture away) bedgear performance protector. My 4 year old spilled juice on my bed at the end February 2021 and the juice seeped through the protector causing a stain. I reached out the store that I purchased my mattress and protector from and they set up a warranty claim. I had an inspector come out on 3/20/21 to inspect my mattress. It wasn't until after the inspector provided his report that I was told that my claim was denied because The warranty offers coverage only for stains or damages reported to ************ or www.gmwarrantyservices.com within 5 days of the incident causing the stain or damage to occur.* The warranty excludes coverage for: "...any Long-term stains..."I've had this product for over a year and the followed the instructions of mattress discounters. Even when I called the **** number for I wasn't made aware of the warranty information. I just need my mattress and protector replaced. I don't understand how a stain can void warranty! Do you have intentions of reselling the mattress? This purchase cost me over $2k and I can't understand how a company this big operates in this manner. I've submitted pictures of mattress, the stain, and protector. If should take my writing a bbb complaint to get results.
Business response
04/19/2022
Contact Name and Title: ********************* CUSTOMER SERV
Contact Phone: ********************
Contact Email: ************************
Your invoice shows that at the time of purchase you bought a mattress protector. In order
to have your mattress replaced, you need to contact the manufacturer for your protector,
Bedgear, at ************** and file a claim through them.
Per the report there were no warrantable defects found in your mattress or foundation at this time.
The Manufacturer's warranty guidelines state that normal body impressions are excluded
under the warranty.
Firmness level (comfort preference) is not a warrantable defect. Normal changes in
softness and recovery time in the latex and memory foam mattresses over time are
excluded.
The mattress fabric is excluded (ie. Bunching, stitching or tears).
Please keep in mind that your warranty is provided to you by your Manufacturer, company,
Mattress Warehouse adheres strictly to the Manufacturer's warranty policy. If you have any
questions regarding the outcome of your inspection, you will need to contact your
manufacturer Kingsdown directly at #**************
Customer response
04/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I filed a claim with Bedgear and they denied because I didn't file the complain with in 5 days or the stain. I've been going *************** with bedgear and mattress for over a year. My mattress has ONLY a stain because my mattress protector was defective.
Business response
04/21/2022
Bed Gear handles all of their own warranty claims so customer would need to reach out to Bed Gear
Initial Complaint
04/01/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 11/6/21, I ordered a mattress and base from Mattress Warehouse of Tysons (aka "MWI of Tysons) for a total of $5,447.94. Included in the amount was a 10 year service plan for $149, that I never ordered. The Manager at MWI of ****** said I could apply for a credit card and pay for the purchase interest free for 60 months. In the process, he did not give me a receipt for my purchase, so I did not see the service plan was added to the total.When the mattress was delivered, it was too soft. I requested an exchange for a medium mattress. On 2/4/22, I went to Mattress Warehouse in ************, because the ************************* Manager advised I go to that location for the exchange order. The Manager ordered a "firm" mattress, instead of a medium mattress. I am extremely unhappy with this mattress, because it is an "ultra firm" mattress and not a medium mattress. The Manager said there were only two mattresses to choose from. One was $1,000 more than what I already paid, then there was the Kingsdown mattress which would be an even exchange. He did not tell me it would be "ultra firm," knowing that I needed a "medium" mattress. I think Mattress Warehouse was taking advantage of unfair pricing on an elderly, 80-year old women and not satisfying my request for a "medium" mattress. I've included receipts that I have now, however, I was also charged $99 for delivery three times, when I only had two deliveries, in addition to other miscellaneous charges. I also attached a PDF of the model of mattress I have now, however, the pricing is vastly different. I prefer Mattress Warehouse pick everything up and fully refund all charges as a remedy to me. Thank you for your help.
Business response
04/04/2022
Contact Name and Title: ********************* CUSTOMER SERV
Contact Phone: ********************
Contact Email: ************************
Customer purchased king size ********************** with adjustable 11/2021 and took advantage of Mattress Warehouse one time comfort exchange 02-2022. There are no refunds after mattress is delivered or picked up. If customer thinks ********************** is defective could file warranty claim and Mattress Warehouse would send third party inspection company out to inspect the mattress.
Initial Complaint
03/25/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a ****** and ****** Mattress from Mattress Warehouse on March 5, 2022. It was delivered on March 15th. On March 16th I called the mattress warehouse in ****** ** because I had a severe back ache and a neck pain because of the mattress. It was as hard as a rock. It hasn't softened at all as of March 24th. I was told it would. It is extremely uncomfortable. I went to the store and selected another one reluctantly on March 19th, 2022. I was told that I would receive a call on Tuesday March 22nd and deliver a new mattress on March 23rd. No one ever called. I called the regional director Shakin ************ on Thursday, March 24, 2022 and told him I never received a call and I didnt get another mattress. I also told him that my hip and legs were hurting and I no longer am sleeping in the bed. I am a side sleeper. I then requested that since I didnt get a call they could come and pick up the bed and give me a refund. I was told I couldnt get a refund. I believe the bed is used also. There were black ****** on the mattress when it was delivered. I have pictures that I took of the mattress when it was delivered Thanks, ***************************
Business response
03/25/2022
Contact Name and Title: ********************* CUSTOMER SERV
Contact Phone: ********************
Contact Email: ************************
Customer went back in store and got another mattress per Mattress Warehouse Comfort policy. Customer can call store to schedule delivery

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