Business Profile

Mattresses

Mattress Warehouse, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

196 total complaints in the last 3 years.
62 complaints closed in the last 12 months.

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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:01/11/2023
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 I ordered two twin mattresses from this business but due to a fire in the apartment I could not except the mattresses and canceled the order the very next day later that day, I was sent an email saying that my refund was being processed every Monday since that day on the days that business was open I have called to request the status of my refund and have been told a different story. The first Monday it was being sent out in the mail that day the second Monday it was being sent to a third-party to cut me a check then the third story that I got was that it would not be until later in the week that it would go out in the mail, I have left messages with the district manager and have received no response. The store manager was very rude and condescending so I believe if you would help me work on this, my refund would be settled more quickly.
Business Response
Date: 01/13/2023
The refund was approved but customer's credit card would not accept the refund so check will be mailed out on next check batch
Initial Complaint
Date:01/09/2023
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 January 01/01/2023 we went to Mattress Warehouse in Marinsburg, WV to do a warranty exchange (not at our fault) for the mattress we had bought in 2019. Our salesman was amazing and the other salesman there was amazing. We have been sleeping on the bed since it was delivered on January 3rd, every night my partner and I wake up in excruciating pain. This is not normal for us at all. We emailed the customer care team on Jan. 8th and called on Jan. 9th. I spoke with district manager JC M****, he was very rude and had no customer service skills at all. He basically told my partner and I that there is nothing they can do because we had to do a warranty swap at no fault of ours. Our warranty swap was due to a manufacture defect in the mattress. I felt that JC was very short with his wording and rude like we were bothering him with our issue. His excuse/reply why he was talking to us this way is because the issue will come back to him, and he is the one to resolve the issue. He stated no matter who we talk to it will come back to him to make the decision which he stated his decision is already made. JC also stated that with a warranty swap you do not get a comfort guarantee which no one stated to us, and no paperwork was given about this. We would not have upgraded our mattress if we would have known of this "Policy" that the no comfort guarantee applies when you do a warranty swap. We would like a full refund for this mattress or an exchange for a mattress of our choice.
Business Response
Date: 01/12/2023
Customer purchased king size mattress October 2019 and filed warranty claim . The warranty was approved and customer switched mattress 01-03-2023. Mattress Warehouse comfort exchange policy is hundred days from the original sale so if customer original sale was October 2019 their comfort exchange would expire hundred days from that date. The customer is not eligible for comfort exchange per Mattress Warehouse comfort policy
Customer Answer
Date: 01/24/2023
(The consumer indicated he/she DID NOT accept the response from the business.)

Please see attached is your website please show me where it says this! You keep saying this policy exist but it is no where to be found for public knowledge. Since it also was not displayed in store like you claim it is. You keep insisting I have a copy and that it is displayed in stores. Please send me my sales profile of my signed copy of this. I would like to see this if there is one.
Business Response
Date: 01/25/2023
Policy is on desk matt on top of desk at all Mattress Warehouse stores
Initial Complaint
Date:01/03/2023
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.
Purchased on the internet on Dec 26, 2022 invoice number c31683974463591.1 transaction ID: ********************************** arrived on January 3,2023 at 10:00 am today. I received it because i did order it, but after i opened it, instantly I decided to return it. THE QUALITY WAS NOT NEAR WHAT I ORDERED. I ordered a 10 in quality, but got a one instead. This is definitely NOT what I saw online this is ten times worse. I called and spoke to dispatch to see if the drivers could comeback. i spoke to customer service, to the local ******************** Store, i even called Corporate, and asked to speak with the District Manager, who i was told was in a meeting. Next I emailed the company twice, they said no returns not even on the same hour.I offered to return it myself in the same day to a nearby store, and they still said no, because it was ordered online.How about a store credit. they said no, I offered to buy something more expensive (double the price value) and pay the difference and they still said no. MAYBE in 30 days. By this point I was very dishearten, I made this purchase in good faith after seeing their **************** i assumed all their products would be of the same or quality. I want a refund. at worst a FULL credit + a discount on a mattress of my choice.
Business Response
Date: 01/06/2023
No refunds after delivery but Mattress Warehouse will allow customer do comfort exchange after thirty days per Mattress Warehouse Comfort policy
Initial Complaint
Date:01/01/2023
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 returned a bed frame upon delivery of a bed in September 17, ****. I refused the bed frame since it was of lesser quality than the one I already had. The delivery people said I'd receive a refund for $105.99. Since then, I've called the Sterling store several times and received this nonsensical excuse: "the refund is complicated and takes time". I sent Mattress Warehouse headquarters the attached email in December 2022 documenting my complaint. I've received no response from the Mattress Warehouse Sterling store or Mattress Warehouse headquarters. After reading other customer reviews it is apparent these deceptive and unethical business practices are the norm for Mattress Warehouse. I would like the BBB to help secure my refund. Thank you.
Business Response
Date: 01/06/2023
Contact Name and Title: *********************
Contact Phone: ************
Contact Email: ************************
The finance provider was notified of the removal of the charge for the bed frame. The finance company only pays on delivered or picked up items. The customer can call their finance company Synchrony Finance ************ for their statement
Initial Complaint
Date:12/19/2022
Type:Customer Service 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.
We purchased a new mattress and adjustable frame in September. My mother fell and fractured a vertebra in her back and was in Rehab and had to move into a Assisted Living facility. Mattress Warehouse did not delivery the correct mattress and adjustable frame. Two months later they delivered a replacement and it was still the incorrect mattress and frame. The original mattress and frame were a danger to my mother according to her doctors and nurses given the height which the sales person (*****) knew as we clearly explained to him. They still have not delivered the correct mattress and frame and are not responding. Please help us resolve this problem for my Mom who is still recovering from her fall and resulting injury.
Business Response
Date: 12/20/2022
Contact Name and Title: *********************
Contact Phone: ************
Contact Email: ************************
Full size adjustable is schedule to go out 12-21-22
Initial Complaint
Date:12/14/2022
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.
We bought our mattress 11/15/22 from the **************** location because we thought that we would get a good deal and the person running the store (******) knew what he was talking about. But it turned out to be that *** military furniture Store was running a better sale and would have been a better place to shop. But we decided to go ahead and get the $2200 Sealy Brenham firm mattress from Mattress Warehouse anyway. When It was delivered there was a small hole so we took pictures and returned to the store the same day to let them know what was going on and get an replacement! In our eyes there was no blame on anyone because things happen. A few days went by so we went back to the store so that we could find out what was going on. ****** started blaming the delivery drivers, to us for the hole. ***n he expressed that they set up a delivery date for a replacement but no one from the company spoke to us he never apologize he just expressed that nothing like this has every happened before and said they'll be there to deliver the replacement on Saturday. ***n we received the replacement but it was worst then the first one it seemed like it was used and the wrong mattress so I called the company headquarters over and over again. I left messages with the District and General manager ******* and ***********************. I called and left several messages but no one called me back and the very nice sales man became bitter and ****** with me and didn't won't to help, because I called corporate so I became a problem. So they may call me disgruntle but I will tell everyone, I'm not!! I'm just upset that the Mattress that I paid for was damaged and the people that I tried to communicate with did everything but fix the issue. I don't care what they do! We just want our NEW Sealy Firm Hybrid Mattress. With no cost to us! We didn't make this problem or issue! If you have to upgrade it to the next one at no charge to us we would appreciate that too but please make this right!!
Business Response
Date: 12/16/2022
Contact Name and Title: *********************
Contact Phone: ************
Contact Email: ************************
Delivery was done 11-15-2022 and nothing noted on day of delivery about hole in mattress. Exchange of the mattress was done 11-19-2022 and nothing noted about the exchange mattress also being defective. Customer can send photo of damage to the ********************** to ********************************* and after photos looked over if mattress is defective a new exchange will be typed up
Customer Answer
Date: 12/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Mr ********************* response because his information is incorrect. I did make a note about a defect of the mattress the day that it was delivered. We took pictures and returned to the store within the hour. That is why there is a record of a new mattress delivered on 11-19-22 as stated in your response. And I did provide pictures as evidence of the hole and other defects with the new mattress as well. It's just that your company has never contacted me back.
If your company was truly helping I would have received a call back from the other corporate officials ******* and *********************** about my concerns. Just correct my mattress issues without blaming others of your companies unethical practices!
Your delivery people just ask that you sign explaining that they delivered the mattress. The first delivery people just delivered had me sign and they left. So the hole was discovered as we were making the bed and it was no big deal. It looked as if the mattress corner had not been sewn completely in the warehouse. And after paying $2200 for the mattress I wanted what we paid for with no issues.
But the replacement mattress, seemed as if it was the bottom of the pack, used, and completely broken down. I explained to the delivery people that I don't believe this was the correct mattress and they agreed but explained that I would have to call the store. And because of Mr. ****** issues with the first replacement I decided to call your corporate office. And I have been getting the same response from everyone. Nothing is happening and your office is expressing that I have not submitted anything or contacted anyone about my issues.
I would just like to have a NEW NON-DEFECTIVE SEALY HYBRID MATTRESS with NO COST to us ASAP!
See Attachment/File: 0D718B1D-069F-48F0-8429-8902DB3AD182
Business Response
Date: 12/19/2022
New exchange was typed up and store will call to schedule delivery date
Business Response
Date: 12/19/2022
The customer was asked to email photos showing mattress was defective so Mattress Warehouse could have it exchanged but customer never sent the photos
Initial Complaint
Date:12/13/2022
Type:Customer Service 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 12/8/22 I went to Mattress Warehouse in Quakertown and bought a Sterns & Foster mattress for $1899.00 from salesman Alan. It was delivered on 12/10/22 and I slept on it for the first time that night. I woke up the next morning with the mattress having a significant curve/indentation where my body slept and the side of the mattress caved in significantly when I sat on it. So the mattress caved during the night where I lay and the sides cave as well when you sit on the edge of the bed. This mattress has no support and felt nothing like the showroom model I tested and thought I was buying. That morning on 12/11/22 I went back to the store and reported to salesman Joe the mattress I just purchased was not the same quality as the showroom model. Joe had me sit and lye on the showroom mattress multiple times and I assured him it was not the quality mattress I received. Joe stated I would "never get my money back" but called his boss to see if Corp would do exchange before the 30 day test period. Joe's boss instructed Joe to tell me to sleep on the mattress that night and take pictures and email them to them. On 12/12/22 I took the photos to the store and showed Joe the pictures. He stated they did not show enough detail and called his boss again. Joe stated after the conversation with his boss they would try and get corporate to replace the mattress with the same model and they would be in touch. My concern at this point is the statement Joe made that they would never refund my money. I am seriously doubting the reputability of this company, based on the fact they do not do refunds. I opened a credit card account for 0% interest for 24 months. So I have not paid anything towards this purchase. I am looking to have this company pick this mattress up and close the account. I am no longer interested in doing business with this company based on their unfair refund policies. Guidance in this situation would be grateful appreciated.
Business Response
Date: 01/16/2023
Business Response /* (1000, 6, 2022/12/15) */
Contact Name and Title: JOHN ******
Contact Phone: XXX XXX-XXXX
Contact Email: *******@SLEEPHAPPENS.COM
Store typed up exchange and is schedule for 12-20-2022

Consumer Response /* (3000, 8, 2022/12/14) */
12/14/22 a received a call today from salesman Alan stating higher ups agreed to replace the defective mattress I received.
I am willing to work with this company to resolve this issue providing they replace the defective mattress with the same quality mattress as the model displayed in their showroom.
Delivery of new mattress is to be on 12/20/14.

Business Response /* (4000, 10, 2022/12/16) */
The mattress will be exchanged 12-20-22

Consumer Response /* (2000, 12, 2022/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mattress Warehouse replaced the defective mattress with a new one on 12/20/22. I have slept on it for two nights and can report it does not sag or cave when slept on. It does not feel 100% like the showroom model but its firmness is acceptable.
I appreciate the quick response from Mattress Warehouse to resolve this problem. If the mattress continues to remain firm I will consider this matter resolved. Thank you.

Consumer Response /* (3000, 18, 2023/01/02) */
Received 2nd Sterns and Foster replacement mattress on 12/20/22 to replace defective 1st one. It was firm but felt nothing like the showroom mattress. I decided to give it a try and slept on it for a few days and it began to sag where I lay and even get bumps and divots with each passing day. I called Mattress Warehouse on 12/26/22 and spoke to salesman Alan and reported 2nd defective mattress. He said he would contact his boss and see what he could do. Alan called back and said I could come into the store and pick out a new mattress and use my comfort exchange. I went into store on 12/27/22 and spoke to Alan and his boss Peter Varcose. They both informed me I could pick out a new mattress but it would have to be of same value or greater value than what I spent on the $1899.00 Sterns and Foster. Indicating I will have to spend more $$$ to get a suitable replacement should I decide not to get a 3rd Sterns and Foster mattress. They also wanted me to use my one time comfort exchange to do this. I said no because what I am complaining about is a defective mattress not an uncomfortable one. At this point both Alan and his boss said they did not have the authority to end this transaction, stating they would have to bump this up to their bosses. I also informed them I filed a dispute through the credit card company Synchrony who would have financed this purchase.
I am reopening this case because I don't want anyone else to get burned by this mattress company that clearly sells defective mattresses and does a bait and switch after you purchase.
I want this mattress removed from my home as I cannot sleep on it and my back is becoming extremely painful. I do not want another bait and switch mattress from this company. I want them to close this account and not require me to go through another exchange like they have done to others. One customer is on his 4th defective Sterns and Foster mattress. I no longer want to do business from this dishonest company. Close the account and pick up this expensive defective Sterns and Foster mattress.

Business Response /* (4000, 20, 2023/01/03) */
If customer does not want use Mattress Warehouse Comfort Exchange then customer would need to file warranty claim. Mattress Warehouse would send third party inspection company to look see if manufacture warranty defective. If warranty would be approved after inspection from third party the mattress would be exchanged for same model mattress
Initial Complaint
Date:12/09/2022
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 purchase a signature iseries mattress around 6 months ago. It sagged dramatically in just 6 weeks. We filed a warranty claim and were given credit toward a replacement. There were no comparable alternatives so we had to pay several hundred more for a replacement. The replacement then began to sag within another 2 months so we filed another claim. They offered us credit toward a replacement but the credit doesn't even cover the cost of replacement with a new version of the same mattress. We were told a refund wasn't an option so it seems like they are using the warranty complaints as a mean to force you into spending more in their store rather than fixing the problem.I would appreciate a refund and they can have their mattress back. I don't trust this organization anymore.
Business Response
Date: 12/13/2022
Contact Name and Title: *********************
Contact Phone: ************
Contact Email: ************************
First warranty claim customer was given 100% credit that they paid for toward another mattress or replace with same model. Second warranty customer was given letter with 100% credit toward another mattress or replace with same *********** customer was given free delivery on the exchange delivery.
Customer Answer
Date: 12/13/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
That is not a helpful response. It doesn't answer our main complaint which is that every mattress keeps failing and when we went in this last time, we were told that there are not any mattresses for the price that we paid which was only in August. We don't want to exchange again and continuously pay more money for the same quality of customer service and ************************. We would sincerely appreciate a refund and for someone to simply come get this mattress. Having two warranty claims approved in 6 months is proof that something is not good on your distribution end. I've never had problems like this and last time we paid an extra $800 more than our credit for a replacement. we are not willing to pay another $800 for another mattress here. Please give us a refund.
Business Response
Date: 12/15/2022
This is a manufacture warranty and Mattress Warehouse have given customer okay to replace ********************** with same model at no charge to the customer. If customer does not want use ******************** warranty they can deal direct with the manufacture because it is factory warranty
Initial Complaint
Date:11/29/2022
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 recently made a purchase at the store **** for a king ********************** for a total of ******** not including taxes on 10/21/22. What sold me on this product at this location was the price match policy advertised by their employees and in advertisement all over this store. I was told that the price match policy will be honored within 1 year of purchase. I was told the only way to process price match policy claim was through the store where the product was purchased. I went ahead and "placed a claim" for a price match of ****. 25 on 11/25/22 at the original store where product was purchased. I was told several times by the same employee that the claim was placed through. I double-checked with Mattress Warehouse corporate to see if this claim was ever submitted and this was not the case. I was told to contact the district manager. I attempted several times and I was not able to get into contact with district manager. I continued to return to the store to attempt to place a price match claim and placed this through another employee. I was able to understand that the entire store would not process this claim and does not plan to honor a price match policy as advertised disregarding company policy.
Business Response
Date: 12/01/2022
Contact Name and Title: *********************
Contact Phone: ************
Contact Email: ************************
Store put in refund price match request 11-29-22 and refund department have already approved refund. The accounting will do the actual refund in next couple days
Initial Complaint
Date:11/18/2022
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.
My wife and I purchased a **************** mattress and mattress cover at the ************, ** store on October 25, 2022. The salesperson was very helpful, professional, and informative and was a contributing factor on why we purchased our mattress via Mattress Warehouse. After the mattress and mattress cover were delivered the following weekend, my wife, upon putting on the mattress cover, noticed it was ripped. She went to the store and actually decided to purchase an upgraded mattress cover. The next day, on Sunday, October 30, I noticed that we had been charged more than the actual receipt said, by $6. My wife called the store and the salesperson said that he incorrectly keyed in the wrong amount when he charged her but he could not issue a refund but he would submit it to corporate. I have never experienced a situation where a retailer cannot issue a refund at the store, especially when it was the employee who made an error. On Monday October 31, I received an email saying that a refund case has been created, but not yet processed.On November 2, I emailed the corporate representative who had sent that email and asked how long it would take to issue a refund. She said it had not been processed yet and that refunds are processed in the order they are received and that it can take up to 2 weeks depending on my bank's refund policies and that she would do her best to get the ball rolling. To be clear, my credit card company, Citi, processes refunds very fast. That same week, I couldn't not attend a seminar for a professional organization, and I received a credit from my credit card company in two days!I again emailed this corporate individual on November 11, along with the *** of Mattress Warehouse. However, I did not receive a response either person, and worse, there has not been any refund issued or initiated, as I write this on November 18. I realize that $6 is not a lot of money, but it is the principle of it, we were overcharged through no fault of ours and would like and expect our refund.Although we had a great experience in purchasing the mattress because of the knowledge and professionalism of the salesperson, any goodwill from that experience has vanished because its been three weeks and a refund has not been initiated and no response from the corporate customer service individual or the ***.I would strongly suggest that anyone considering purchasing from Mattress Warehouse take your business elsewhere because obviously they do not care about the consumer or customers.
Business Response
Date: 11/22/2022
The oversight was brought to my attention on Friday, November 18 and resolved the same day. ******************** has received his refund at this point.

I apologize on behalf of the company for his experience.
Customer Answer
Date: 11/22/2022
Re: BBB Complaint Case# ******** (Ref#**-8010016-********-3-200)
External
Inbox

******************************* <*******************>
8:24 AM (2 minutes ago)
to me

*******,

This matter was resolved.

Thank you

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Mattress Warehouse, LLC is NOT a BBB Accredited Business.