Complaints

This profile includes complaints for Mattress Warehouse, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mattress Warehouse, LLC

  12317 Winchester Rd Rd SW #200 Lavale, MD 21502

• 

  Mattress Warehouse, LLC

  7838 Richmond Hwy Alexandria, VA 22306

• 

  Mattress Warehouse, Inc

  4100 William Penn Highway Monroeville, PA 15146

• 

  Mattress Warehouse, Inc

  5175 State Route 30 Greensburg, PA 15601

• 

  Mattress Warehouse, Inc

  7809 McKnight Road Pittsburgh, PA 15237

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 4, 2023 I reached out to Mattress warehouse outlet to buy a new bed for my grandson. We just redone his room because he just got home.
  
  Mattress warehouse outlet approved me for a bed. So I paid them. An Im supposed to pay them every month. They brought me the bed the next day. They was very nice and helpful.
  
  The next morning my grandson had bites all over him. I have pics. We didnt understand what could of bit him. He continued to get bit every night. Till one day he came out with a bedbug on him. (Eating his blood.) We tore the box spring apart outside. There was many bed bugs, poop, carcases. The inside of the box spring looked very dirty, old and infested.
  
  We cleaned everything out of his room. An bedbug bombed the room 3 times. An Bedbug killer sprayed all the walls down ect. every day for 10 days. We wasnt taking any chances. Thankfully they was contained to that room.
  
  We contacted Mattress warehouse to tell them what we found in thier new bed they brought us. They didnt believe us. But we have pics and video. We had the bed in that room 10 days. We never have had any bug problems in our life or in our home. We told them about the infestation of the box spring. An explained to them theres no way it can become that infested in the 10 days we had it. Bedbugs take roughly 14 days to hatch new bedbug babies.
  
  We told them we do not want this bed. An that we will not be paying for the bed. They wouldnt come get it. Or take me off the bed payment plan.
  
  So there is a warehouse full of bedbugs. People are getting bit up an have no clue it is the brand new bed they just bought.
  
  Thank you for your time.

  Business Response

  Date: 05/08/2023

  Please provide a valid sales order number so that we can research your complaint.  We do not have any recent orders by anyone with the phone number provided or with the name Mary *******.

  Thank you.

• Initial Complaint

  Date:05/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 21, 2022 we purchased a ******* Beautyrest Black Series Plush king size mattress and box spring from Mattress Warehouse on Wards Rd in *********, **. Price of the mattress was $3,499 and the box spring price was $350. After sleeping on the mattress for a month and a half, the mattress was already showing permanent dips. We reported this to the store and a complaint was filed. A 3rd party company came to the house to determine whether or not the mattress was defective and it was determined that it was. A new mattress was delivered on February 16, 2023. We had company when they arrived to deliver so we instructed the men where to put it and left them to it. We didn't go into the bedroom with them. When they were on their way out, one of the delivery guys handed my husband a mattress tag and told him he 'accidentally' tore it off in the process and that we should attach it to our receipt. We didn't think too much about it at the time. The replacement mattress was no better than the original. The model they have in the showroom is one of the most comfortable mattresses I've ever laid on. The ones they deliver are NOTHING like the showroom model. I don't know what to do. Paying as much as we did, we just want our money's worth. We were told by the Corportate office in *********, MD, that we cannot get a refund. If they can't deliver a mattress that is anywhere close to what they show you in the store, I'm thinking we deserve a full refund of the mattress and box spring. I do want to say that *******, the girl we've dealt with from the original purchase til now, has been wonderful. Its the 'contract' I have a problem with. If they can't deliver what we paid for, I think we should be able to get a full refund. The 3rd party company came to inspect the replacement mattress on April 26, 2023. We are now awaiting the verdict. I can't send a picture of the difference in comfort, between what they advertise vs what they deliver.

  Business Response

  Date: 05/05/2023

  The customer was approved for warranty and store typed up exchange for customer 

• Initial Complaint

  Date:04/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/2/2023 I purchased a mattress at Mattress Warehouse for $1,236.84. After the 30 day trial period my wife and I determined the mattress to be defective and uncomfortable. I went to the store in February and I was told that I could not return the mattress. I was informed that I could pay a fee to exchange the mattress and only purchase a higher dollar mattress. I tried contacting the manager and district manager. The manager of the store was abrasive and told me I’m not getting anywhere because his policy is the law. I just want to return the mattress for a refund. Please help.

  Business Response

  Date: 04/10/2023

  Mattress Warehouse does have comfort exchange policy. Customer must sleep on it for thirty days and would have up to hundred days to switch mattress for another mattress . Customer would need pay difference plus 99.00 delivery fee plus 19.99 recfee. There will be no refund if customer goes to cheaper mattress.    No refunds after delivery 

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 19850958
  
  I am rejecting this response because: this is a terrible way to rectify this. I am well aware of how business works.. either way your company sold me a full team mattress. I should not have to come out of my pocket in the slightest for the replacement.. whether that be delivery or replacement. If I was at fault, anyway shape or form I would understand this but I am not.. mattress warehouse should cut the check for my delivery and give me a replacement at no further cost to me without me having to downgrade my mattress. If this is not rectified I will certainly be shouting this experience from the rooftops. I will tell everyone I know not to use you all. Your company is more than capable of paying your subcontracted delivery guys the $99. There is no way this should fall on me. I do not care whos fault it is, either ****** and ****** or mattress warehouse.. I do not care who pays. I know it should not be me. I will be calling my lawyer and in the mean time leaving a terrible review where ever is humanly possible. If you decide you would like to provide me with what I am more than deserving of we can discuss further. What I am asking is a small price to pay to keep your reputation (which I see is not good) and satisfy a customer. I am asking for the delivery to be covered and my replacement to not cost me even one ***** without downgrading my mattress. That is the least you coukd do. Thank you. 

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

  subcontract those people and do not have their own delivery drivers. $99 is a lot of money to me and I do not feel like I should be having to spend that for some thing of folds of either mattress warehouse or the company they bought the beds from in this case was ******* and ******. All I know is that it is not my fault that this product is damage. So I do not feel like I should be coming out of pocket for anything. And then of course they dont have an equal trade for the bed I originally had because they supposedly dont make that kind anymore. So I am being told I have to shell out my own money to get a new bed with using their store credit, and the only way I might not have to spend that much of my own money would be to take a downgrade model they pulled from the back. The salesman did not seem to want to buy **** anything, and I do not feel taken care of. I am extremely upset about the situation, and will not be using them in the future.

  Business Response

  Date: 03/29/2023

  The warranty is with ******* and ****** and they do not cover shipping and handling in their warranty.  Third party inspection company went to house to inspect mattress for ******* and  ****** and Mattress Warehouse did approve the exchange for the ******* mattress set.   Customer had paid ******* on their ******* mattress that was purchased 11/2021 so that is what the dollar value customer was given toward another ********************** set 

  Business Response

  Date: 03/30/2023

  The warranty is with ******* and ****** so if customer does not want ******************** to do the warranty exchange they should reach out to ******* and ****** to have them do the exchange being it is their warranty  

  Customer Answer

  Date: 04/04/2023

   
  Better Business Bureau:
  
  I do apologize about letting my emotions get the best of me and being unkind. That is not who I strive to be today. I just want my replacement at this point and we can go our separate ways. I will state that I do not feel taken care of by mattress warehouse and in the future will not use them. If you care to know, that is. Thank you. Have a wonderful day.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it was DEFINITELY not glue on the mattress. It appeared to be some sort of undetermined toxic as it caused me to cough and experience eye and nose irritation immediately. This was explained to both the delivery guys and the manager. In addition, I have called and emailed multiple times with no response. They continue to say someone will contact me however this still has not been done. They continue to say I will receive an exchange however this has not been done. At this point, I just want my money back. I will purchase a clean and new mattress from another company that prides itself on both customer service and exceptional products. How long should I wait for them to correct a mistake they made?! All this would have been avoided if the delivery people when have simply taken back the used and disgusting stained mattress. 
  
  
  
  Sincerely,
  
  
  
  Brian *********pected new items in pristine condition. I sent pictures of the damage to *************************** I had to email them multiple times before someone took the time to reach out to me. I was told that the mattresses are stored in a warehouse and it was new but that was probably just dirt from the warehouse. I informed him again that I would not pay for a used, damaged or dirty mattress and be expected to sleep on it. I wanted a refund and was told no that was not possible because I accepted the delivery. I was told I should have refused the delivery. I explained that I asked the delivery guys to take it back and they refused. I was then told again I should have refused the delivery so they would send a new one.

  Business Response

  Date: 03/23/2023

  The mattress was factory sealed. The mattress had some glue on it from factory and Mattress Warehouse said they would exchange it.  

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from this business 4th of July weekend 2022. The mattress was originally $1000.00 but it was on sale for $699. I chose to go with a 90 day program to help build credit. In total I spent $1009.00 It was not 3 months before the mattress develop lumps and a sink hole. It took some going back and forth until they said they would only honor $699 towards another mattress or get a replacement of the exact same brand. I did not think that was at all fair that I would have to come out of pocket with additional money so I accepted a replacement mattress. Well, it has been roughly six months and the replacement mattress is doing the exact same thing. My replacement mattress has a large lump and is sunken in.. I reported this to the company and no one has reached out to me. It is obvious that this particular mattress has some sort of defect but the company insist on dumping this off on their consumers. I would prefer a dull refund at this point to go elsewhere to purchase a new mattress. I have undergone to major back surgeries and this has been a true discomfort for me to deal with.

  Business Response

  Date: 03/15/2023

  Customer had put warranty claim in and Mattress Warehouse did replace mattress without charging customer anything. There are no open  warranty claims for this customer. If customer thinks there is warranty issue with mattress they should file warranty claim and Mattress Warehouse will send third party inspection company to inspect mattress  see if warranty claim would be approved  

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress on 2/17/2022 in the amount of $2,460.97. I was also told on the same day that I purchased the mattress that it was under a 10 year warranty. I went back to the same store and informed them that the mattress was sinking in the middle. I had the mattress for less than a year. I was told by Brian **** the person that was overseeing the store he informed me that mattress is under a 10 year warranty. I never received the copy of the warranty.
  
  I was in contact with Mr. **** sending him pictures of the mattress because that was store policy. I even had a third party consultant to come into my home and conducted a 10 minutes testing of the mattress and he even told me that the mattress was sinking in. The mattress is paid for and I never received any result of the testing. Then I received a letter declining my warranty. This is why I'm filing this complaint.

  Business Response

  Date: 03/15/2023

  The warranty department will revise their letter. The letter will say if they put Bunkie board or plywood on  top of slats that they will approved the warranty 

• Initial Complaint

  Date:03/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is a very poor policy and I want either a full refund for my purchase or the delivery fee to be waived. I could pick up mattress in store also. Should not have to pay a delivery fee and restock fee basically just so mattress warehouse can **** the consumer as that is what this is. They can pick up the mattress I do not want and I can pick out a replacement in store and take delivery. 

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

  Business Response

  Date: 03/07/2023

  Customer can do comfort exchange per Mattress Warehouse Comfort Policy . The  comfort policy says customer must sleep on it for thirty days and have hundred days from delivery to take advantage of Mattress Warehouse Comfort Policy. There is 99.00 delivery fee plus 19.99 recfee per Mattress Warehouse Comfort Policy. 

  Business Response

  Date: 03/07/2023

  The comfort policy is a curiosity that Mattress Warehouse gives to their customers but must go by the Mattress Warehouse Comfort Policy. Can not do any exchanges at the stores and there are no refunds after mattress delivered or picked up  

  Customer Answer

  Date: 03/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Once again this is a horrible policy and I will continue to dispute it in its entirety. A customer should not be forced to keep an item due to a horrible company. I am simply at this point saying I need to exchange but not paying for delivery. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:03/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: an employee (Pete) and a manager (Tim) both stated they didn’t know how to cancel the financing when we told them several times we didn’t want to do it. They then proceeded to tell us to “just pay it off with the credit card you were going to use anyways because it’ll look good on you and your credit”. So for them to say we have an agreement with **** ***** is false. We never wanted to finance to begin with and they didn’t have the knowledge to cancel it and strong armed us to just go with it due to their ignorance. Now we have to find a way to pay for this before the outrageous interest hits which is next month and no one is helping us!
  
  
  
  Sincerely,
  
  
  
  ********* ****e it so we could use our card. Now we are going to be hit with 80% interest if we don’t come up with the remaining balance. We have had nothing but issues with this company. We’ve come out of our pocket an extra $800 because of a faulty mattress already. I need this fixed! I am not at fault. I even called to talk to the manager again and he states he doesn’t remember saying that but my wife and I both heard him on speaker phone and spoke to Pete face to face and both told us to just pay it off with the credit card and it’ll be fine.

  Business Response

  Date: 03/03/2023

  Customer  did a contract with **** ***** to purchase the mattress.   The payment would be between **** ***** and the customer

  Business Response

  Date: 03/07/2023

  Their finance deal is with **** *****.  Their phone number ###-###-#### 

  Customer Answer

  Date: 03/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You are taking no responsibility for the false information you told us. I’m being dismissed and punished for your ignorance. 
  
  
  
  Sincerely,
  
  
  
  ********* ****

• Initial Complaint

  Date:02/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  

  I am rejecting this response because: We have had two failed mattresses from MW, and that's enough!  Apparently, they have sales people who will give incorrect information to the public.  They sale beds that are of poor quality.  Based on our experience we, have lost confidence that MW can provide us with a quality bed.  The seem to have predatory business practices -(i.e. withholding documents, and obtaining signatures  via the credit card transaction on terms that are not made clear).  No, we went along with them - first $3,019.94, then to the tune of an additional $4,096, for a total of $7,115.99, and all for two (2) failed beds from MW.

  There claim about the warranty only being for replacement, does not take into account that their manager told me that they would provide a full refund for a mattress failure.  Being told by a manager that they would provide a full refund as ****** had done immediately prior to visiting MW, was important information that I relied on and had no reason to question.  Also, on the actual exchange/upgrade purchase, there is only one page to the purchase receipt - on other receipts there are multiple pages.  Why is there only one page - where are the terms?  Apparently, there are additional pages, but were not provided to me.  MW claims that I have signed something in connection with the exchange/upgrade, but the only signed document I have is the credit card receipt.  I have provided BBB with a complete set of documents provided to me.  In the original purchase documents done on October 19, 2022 there is reference to a "Warranty Advocate" who will assist in filing a claim with the manufacturer.  They have not offered to assist me in dealing with the manufacturer.  An in-store credit is useless - they know full well my husband and I have spent at least four (4) hours in their store trying out mattresses.     
  

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

  would not have spent an additional $4000 plus, if their had been another option.
  In addition upon closer review of the purchase documents, I've noticed that the original purchase document in October has a total of 3 pages, the actual exchange/upgrade receipt for a total of $3354.05 has only 1 page, and the box spring and bed frame is a separate receipt with a total of 2 pages. After receiving the letter advising of the in-store credit, we went to the store, and the sales lady made reference to something I had signed. In my copies of all documents the only signature is on the credit card receipt. This seems to be a deliberate deception - obtaining my signature in conjunction with a credit card transaction, and then not providing a copy of that to me.
  We believe that we are entitled to a refund in the amount of $6,677.99. That is calculated as the total spent $7,115.99 less that delivery, bed frame, and taxes of $438.00

  Business Response

  Date: 02/28/2023

  The customer was given approval letter to switch the Airloom mattress. The customer had requested refund but warranty is for replacement of the mattress only. No refund on warranty claims. Customer can go to Airloom to have issue with  their Airloom warranty 

  Business Response

  Date: 03/03/2023

  The customer was given approval letter to switch customer's Airloom mattress out for another Airloom mattress per the Airloom warranty.  Mattress Warehouse does give customer the option to replace the mattress from different brand using their credit toward another mattress of equal value being there will be no refund 

  Customer Answer

  Date: 03/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Mattress Warehouse (MW) has not addressed or helped to resolve any of the issues that I have raised.  Why have I not been offered the services of a "Warranty Advocate" to help me file a claim with the manufacturer?  Why have they not explained how they arrived at the in-store credit amount?  Why was there only a single page provided for the actual exchange/upgrade Aire Etude mattress?  Where are the terms to the exchange, and why were they not provided to me?  MW has not in any way shown me that they are concerned, sympathetic or even interested with my experience of two failed mattresses.  In fact, my experience with them leads me to believe that they know they sale inferior products that's why they employ predatory practices and policies.
  
  
  
  Sincerely,
  
  
  
  ***** *******