Business Profile

Mattresses

Mattress Warehouse, LLC

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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:10/06/2022
Type:Sales and Advertising 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.
When going into a Mattress Warehouse to make a purchase of a new mattress, I was convinced to try the edge adjustable base to put underneath the mattress. I was told that this type of product is compatible with any type of bedframe. No one made any mention of the fact that this is not returnable after being delivered to your home, because mattresses are exchangeable for up to 100 days. "The Trial" is misleading. Within two days of having the item delivered, it was not compatible with my bedframe and I called to let them know. I was told there was nothing that could be done about it and it was a final sale. I think this is a shady sales tactic to get you to try some thing in your home by telling you it's compatible with all frames, which is an out and out lie.
Business Response
Date: 10/07/2022
The customer got what they order. The ********************** delivery service talked to customer at time of delivery to confirm everything was okay. The comfort and return policy is on top of desk. Customer knew there was no refunds or exchanges on adjustable after adjustable was delivered. The mattress has a hundred day comfort exchange policy that customer can take advantage if customer want to exchange the ********************** for another comfort level.
Customer Answer
Date: 10/10/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is unrelated to the mattress which is why the response from Mattress Warehouse shows how horrible their customer service is! I have left several messages and NO ONE has returned my calls. I notified them within 2 days, that the Edge base was NOT compatible with my bed frame and asked if they could pick it up, possibly use in a showroom or donate it and give me a store credit for other items like pillows, etc BUT NO ONE WILL EVEN ACKNOWLEDGE MY CALLS. Manager Will Compress has ignored several of my messages. MATTRESS WAREHOUSE said the base was compatible with all frames but that is simply untrue - shady sales tactics and unresponsive customer support.
Business Response
Date: 10/14/2022
There are no returns or exchanges on adjustable. At time of delivery delivery service talked to customer to confirm everything was okay with delivery of adjustable
Initial Complaint
Date:09/25/2022
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.
bought complete Queen Size bed (bred frame, mattress) on 9/13/2022, mattress was delivered on 9/14/2022, once delivery done found out that mattress is used and defected, not as same as displa . I went to store on 9/14/2022, spoke to sales person about the issue of merchandise, he told me that: I have to pay extra couple hundred dollars if want to have new mattress.
I have to pay total price $1314.37. which is for a brand new mattress, not used and defected item.
Business Response
Date: 10/25/2022
Business Response /* (1000, 5, 2022/09/26) */
Contact Name and Title: JOHN ******
Contact Phone: XXX XXX-XXXX
Contact Email: *******@SLEEPHAPPENS.COM
The customer had called store and was trying to do comfort exchange is reason there was difference in price

Consumer Response /* (3000, 7, 2022/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Explanation from store did not mention that mattress will be replaced with brand new not used and defected which store delivered, or he can issue a credit back to my credit card. I am waiting honest to solve problem.

Business Response /* (4000, 9, 2022/09/28) */
Customer went in to store and try switch comfort from Serta X1 to Serta X8 so that would be comfort exchange
Initial Complaint
Date:09/21/2022
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.
I purchased a mattress and box spring from Mattress Warehouse in ***************, ** on 9/4, there was no mention that the box spring was not returnable. It was delivered on 9/7. I asked the delivery crew to not unwarp the mattress and the box spring. I believe there was a language barrier and they did unwrap it. The box spring sat too high in the bed for my young daughter, on the same day as delivery I called the store in the evening with no answer. The next day I called and the sales associate *** was unable to assist with a return, he could not even tell me when a manager would be in to assist, he stated in a day or 2. *** was hostile, rude, unprofessional and verbally aggressive. 2 days later the regional manager called and offered to refund the box spring, stating it was against the policy but because the experience was so bad she would do it. We returned the box spring on 9/9. I was told a credit would be issued to my **************** in **** days. No credit has been issued. I again called the store on 9/20. I spoke to the same associate *** who hung up on me after stating you will eventually get the money I guess. I have called the corporate office and no one answers and no one returns the messages. Can you please help me.
Business Response
Date: 09/22/2022
I was doing chargeback research and saw this customer's AMEX chargeback. Since the chargeback (*******) is greater than the refund (******) can not do refund yet.
If customer can cancel their dispute and provide MW with official cancelation letter then MW would be able to refund the money
Business Response
Date: 09/22/2022
Contact Name and Title: *********************
Contact Phone: ************
Contact Email: ************************
The store did send refund request to customer service and refund department will refund today
Initial Complaint
Date:09/20/2022
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.
The mattress sold to us was extremely to hard, not the medium we were expecting, and when trying to do a comfort exchange they request an additional fee for pick up and disposition, then say there are no mattresses that can be exchanged, so they show you much higher priced mattresses. So you have to spend EVEN more money. I think the returns and the company are a scam and not properly told to purchasers especially since this is for SOME mattresses and waiting 30 days til you can return and THEN they can take it back. This is a waste of time and you have no usable bed for a month, and I'm being told by others they make it ****************************************************** broken by buyer so then they don't have to do an exchange. Now I'm out of 455$, need to pay 120$ and I still don't have a mattress.
Business Response
Date: 09/21/2022
Contact Phone: ************
Contact Email: **********************************
Can not find any contact information . Can you please give us the name on sales invoice, phone number on invoice and sales invoice number so we can pull the ticket up
Business Response
Date: 09/22/2022
Customer name is *********************** phone ************ order number 01291609946.Customer purchased full size Comfort Essential Revive mattress only for ****** Mattress Warehouse Comfort policy is that customer can do comfort exchange before hundred days and there would be standard delivery fee of ***** plus an additional ***** per piece removal fee upon exercise of all comfort exchange claims, regardless of value.
Customer Answer
Date: 10/13/2022
I was contacted by someone at mattress warehouse by email, then by phone. The phone conversation got nowhere, and the man who is a manager(?) in the area literally used the words "lesser quality" and that's the best he could do, and the store employee said I should go with the mattress but I will have the same exact issues and now a lesser quality. I don't think that is a proper response, i looked up the mattress they suggested and the reviews are TERRIBLE. I'm waiting on if I can exchange it for something other than a mattress. But I think that will go nowhere, ***** has gotten back to me.
Business Response
Date: 10/14/2022
Mattress Warehouse comfort exchange is for mattress for mattress only.
Customer Answer
Date: 10/17/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Then what am I supposed to do with a mattress that I never wanted this hard. I was not informed in the beginning of purchase that it would not be the same as what was in the store. And now I'm being told to exchange for a mattress I do not want. Do I keep on exchanging it? There should be more options.
Customer Answer
Date: 10/18/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
So what do I do after I do the one and only comfort exchange? I do not need a mattress anymore. So I let your company take my money for a product I was lied to to buy, for a cheaper made mattress that I now have spent money on pick up and disposition for the mattress that I have now.

What happens AFTER that. When I do a comfort exchange that I already know I'm not going to use or need.

Do I get store credit then? Do I get money back? Because this mattress I have now is NOT the mattress we saw. So what happens AFTER the comfort exchange? What is the options AFTER this exchange that I do not want nor need now. After being lied to and getting the wrong mattress. I never wanted or agreed to a mattress that is rock hard.

I don't understand why you even have physical stores if the beds you display are not the bed you will be receiving. I was tricked and lied to into this purchase of a mattress that is nothing like the one I was shown and was never told the mattress was going to be different. This is deception.
So what do I do NOW to get my money back or getting sheets or other products in exchange.
Business Response
Date: 10/18/2022
Mattress Warehouse Comfort Policy is one time comfort exchange and will be for mattress for another mattress. Customer has to sleep on it for thirty days to give customer chance to get use to new ********************** and have up to hundred days from delivery to take advantage of Mattress Warehouse Comfort Policy
Customer Answer
Date: 10/19/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
But this is not the mattress that we were looking at. This is the issue, and compared to ALL of the other companies. That's why I do not accept the offer. This was not the mattress I saw in stores. Doesn't even look like the floor model. How as the buyer being mislead that your company stole that money. I'm VERY SURE ************ has laws protecting buyers from scams like this. This was not the bed I wanted, this is not the bed I agreed to, your sales man lied to us and took 450$ and gave us a model that is rock solid. And then told us after trying to do a comfort exchange that my exchange really isn't for comfort.
Business Response
Date: 10/19/2022
Mattress Warehouse have no refund policy after delivery or pick up of mattress but Mattress Warehouse do have a comfort policy agreement worked out with most of our mattress manufactures . The comfort policy is a curiosity given to the customer.
Business Response
Date: 10/20/2022
The customer was delivered what the customer order from the store
Customer Answer
Date: 10/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
It was nothing like the mattress in-store and a was white and gray. The mattress in store was also much softer.

I the customer purchased a product expecting a ********************** that was going to be softer than sleeping on the floor. The product displayed is not the same as received product. Thus lied to to under false sales

"This is one big reason why the average salesperson distorts the truth. They simply don't know what a product can or can't do, so they stretch the truth about its capabilities.

As salespeople, they're expected to know everything about what they're selling, so it'll be pretty embarrassing to admit,"
Business Response
Date: 10/21/2022

The customer was delivered what the customer order from the store
Customer Answer
Date: 10/22/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Customer was shown product that was not accurate to product purchased, and now is in a loop cycle with a shady company and is stuck with the only option of spending more money to fix the lie or mistake they made.

Customer is being forced to either give more money to company or keep a mattress that is not the same as mattress on the floor, or keep the mattress. Customer is forced into a loss of money because of the slimmy nature of the company putting mattress out and not disclosing the mattress you take home, NOT DELIVERED, IT WAS A MATTRESS IN A BOX, is not the same product displayed.

Customer has contacted their state General and FTC along with an attorney to further escalate the issue apparently they already know from the amount of complaints they've been getting.

Please BBB, keep my post on your web page so others can either do the same or are now knowledgeable of this company and decided if they further want to buy from this company. This is not revolved, and company is now using copy and paste.
Business Response
Date: 10/24/2022
The customer did get what they purchased.
Customer Answer
Date: 10/25/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Customer did not get what Customer saw on the floor, the person responding was not there and does not seem to look into anything.

The customer has heard back from the Attorney General and Mattress warehouse is now there list and radar.

Customer suggests other customers to contact their states Attorney General, and still keep letting BBB know of any other concerns and complaints.
Business Response
Date: 10/27/2022
The customer did receive what they purchase and can do comfort exchange if still in the hundred days comfort exchange policy.
Customer Answer
Date: 10/28/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Customer was told by employees that the only mattress I could do a comfort exchange is worse then the one that was given to customer. Customer would be taking a great loss compared to the mattress customer wanted.

The ************ Attorney General is away of the situation and has company under their radar.
Customer Answer
Date: 10/31/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Customer was told the customer can only exchange for one other **********************, that is a lesser quality mattress, thats the only option, even tho its companies dishonest sales tactics. This is in no way a "comfort" exchange. Customer also mentioned this to GA. Customer is informing other potential customers with these posts.
Business Response
Date: 10/31/2022
The customer did receive what they purchase and can do comfort exchange if still in the hundred days comfort exchange policy.
Business Response
Date: 11/01/2022
Mattress Warehouse comfort policy is on top of desk and on second page of customer's invoice. To ensure best sleep experience, we have worked with our vendors to provide a comfort exchange on most of the brands we carry, valid for 100 days after purchase. You will receive 100% credit of original purchase toward the current ticketed price of the replacement mattress. The exchange must be of equal or greater value, no refunds will be given and you are responsible for any difference above and beyond rhe amount of your credit. You must pay a standard delivery fee, plus an additional ***** per piece removal fee
Customer Answer
Date: 11/03/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Buyers beware

Company forces customers to spend more money on comfort exchange. Opinions are so limited for the price point you the buy has that when the store messes up the mattress you get you are forced into a corner to pay more money then a buyer is expecting. And customer was told the only ********************** customer qualified for was a lesser quality mattress, that even if you look that brand in so many complaints are on it that it is the opposite of comfort. Comfort exchange should be the product that was medium, not rock firm.

Also adding on the pick up fee AND disposal fee comes to 120$ customer was told many times by the company so the ***** is a exaggeration of the truth. Making the company "look good" infront of potential customers, when it's false advertising.

GA was contacted, and Mattress Warehouse is under their observation and looking at other complaints and what other states have done on research.

And from other customers I've read that they will refuse to take the mattress and you won't qualify for the "comfort" exchange.
Business Response
Date: 11/04/2022
RE: BBB Complaint Case# ******** (Ref#**-8010016-********-53-3100)
External
Inbox

********************* <**********************************>
8:00 AM (0 minutes ago)
to Better, me, ****

Mattress Warehouse have given Mattress Warehouse policy to this complaint many times. Every time customer says they do not like ******************** policy you keep the case open . This customer have put in complaint that they have already reached out to the Attorney General which is okay but with that being case looks like they should be closed out of the BBB case and let Attorney General handle it since customer filed with them. This customer saw ******************** policy on desk and Mattress Warehouse policy is on sales invoice so customer knew what they had purchased.

Mattress Warehouse had worked with attorney general and our attorney to see what was correct wording on the policy that takes of customer, ******************** and vendors. So every line in our policy has been approved to be best interest of everyone in the purchase.

*********************
Initial Complaint
Date:09/12/2022
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.
Purchased a mattress that was delivered on 9/2/22. I purchased two pillows that were to be delivered as well. The drivers didn't have them. I contacted the store and they had one pillow but not the other would have to get it from another store. I told them please cancel the pillow and refund me my $179. A request was put in from Mattress Warehouse to give me my refund. The store refunded me ***** only and not the 179. I have emailed the contact from Mattress Warehouse and have not heard back. If a customer cancels something they should be refunded the full amount. I hope you can help.Thank you.
Business Response
Date: 09/13/2022
Contact Name and Title: *********************
Contact Phone: ********************
Contact Email: ************************
CUSTOMER SERVICE WILL REFUND BOTH PILLOWS
Customer Answer
Date: 09/14/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the response from the business if I am refunded the full price for both pillows. One pillow we were charged $70 and the other pillow $179.

Thank you.
Initial Complaint
Date:09/08/2022
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 purchased two mattresses (1 queen, 1 king) and an adjustable base on July 11th from Mattress Warehouse located at XXXXX ********* ***** ******* ** XXXXX. On July 22, 2022, Mattress Warehouse arrived with a king mattress and an adjustable base with a large hole. The delivery guys called Mattress Warehouse to tell them the issue. They put in an order to replace the base and took the items with them. The company delivered and set-up a king mattress and adjustable base on July 28th. Less than 24 hours, the morning of July 29th I woke up with my lower back hurting. My back never had the pain I felt that morning. I immediately called Mattress Warehouse customer service. While I was on the phone with them I noticed the base not leveled. I told them how my back felt and described the base; they told me to call Beauty Rest. I called Beauty Rest and explained the situation; they told me to call Ergomotion. I called all 3 companies the morning of July 29, 2022. Ergomotion said someone would call by 8-1-22 to schedule to come look at the base. The contractor called on the 2nd and came on the 4th. He observed the base wasn't leveled, couldn't identify the issue, said he wasn't here to fix anything and said he would write a report. I called Mattress Warehouse customer service on 8-4-22, the same day the contractor came, and told them I wanted a refund on my king mattress and base because I was experiencing issues in less than 24 hours. I was told I had to go through my warranty for the base and wait 30 days to break my mattress in. I wrote an email to Mattress Warehouse to have something on file. I didn't get contacted by Ergomotion or Mattress Warehouse regarding a resolution, so I went in the store on 8-13-22 to talk to a manager. The lady that sold me the mattress was the only one there. She had me to forward the email and pictures so she can send to her manager. She promised a replacement. I followed up on 9-2-22; she promised a replacement again. No resolution to date.
Business Response
Date: 10/24/2022
Business Response /* (1000, 5, 2022/09/08) */
Contact Name and Title: JOHN ******
Contact Phone: XXX XXX-XXXX
Contact Email: *******@SLEEPHAPPENS.COM
Simmons gave Mattress Warehouse okay to exchange the adjustable. The store will call to schedule delivery
Initial Complaint
Date:08/20/2022
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 went to look at new mattresses at the Christiana, DE location. I found a mattress I loved & gave the salesman general information. We did not go over loan payments or bank name/information because the mattress needed to be delivered still. A week later, the mattress arrived damaged. I refused the $5,000 mattress because it was filthy & stained. I called the salesman, Scott, & he, annoyed & angrily, stated that now he has to contact everyone to see what to do because I refused the mattress. He had to order another one which took over a month to receive. I went over a month with no mattress & I had to keep reaching out for updates. Each time annoying the salesman more to the point he stated "you're the one who denied delivery this isn't my problem." I finally received the mattress & it was completely different than the one I laid on. I understood the rule about it taking time to break in, but I couldn't sleep on it with my back issues. I explained to Scott, after 3 days I had to reach out again, it felt nothing like the one in the store. He replied it won't because the store model has been there for 1-2 years. Upset at false advertising I explained I cannot sleep on this mattress. He called a week prior to set up financing, I refused because I hadn't received the mattress still after over a month of waiting. I stated I would like to exchange the mattress if possible for something cheaper because I was forced to go elsewhere to find a bed after not having one for over a month & dealing with terrible customer service. This bed would now be in a guestroom. I explained he never mentioned the difference the mattress would be & that it's wrong. He told me to take him to court & hung up. I called corporate & they said they don't do refunds I'm only allowed to exchange for equal value. I am beyond upset & refuse to pay $5k when financing was never explained & he had me sign a store receipt (nothing from a bank)never went over payments & told me he has a signature he can use
Business Response
Date: 08/23/2022
Customer purchased Airloom Capri ********************** and that is what was delivered to customer. If customer want to do comfort exchange per ******************** comfort policy
Customer Answer
Date: 08/25/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I was forced to purchase a mattress elsewhere after not having one to sleep on for a month. Terrible customer service & delayed delivery from the second mattress that took a long time to arrive left me no choice but to buy another mattress. The company will only let me do an exchange for equal or greater value which is unfair after all I've dealt with with this company. I no longer have use for this bed & am not exchanging it for another $5,000 mattress no one will sleep on. False ************************ from the salesman at the christiana ***** should be enough for an exchange for a lesser valued mattress.
Business Response
Date: 08/25/2022
The customer got what they order and ******************** does not have refunds after delivery. Mattress Warehouse Comfort Policy is on desk **** on top of desk
Customer Answer
Date: 08/26/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
A refund is not what is being asked. The continuous tracking down of my mattress for a month along with hostility & verbal abuse from a sales *** at one of your stores telling me to take you to court before hanging up twice is the reason this issue exists. I'm not keeping a $5,000 mattress that was sold to me under false pretenses, especially after the sales *** on the phone told me it wasn't the same one & would never feel like one I laid on in the store. After waiting & waiting & being talked down to I had to buy a mattress elsewhere. I ask that I can exchange the mattress for one of lesser value now that it is no longer needed.
Business Response
Date: 08/29/2022
The customer got what they order and ******************** does not have refunds after delivery. Mattress Warehouse Comfort Policy is on desk **** on top of desk
Business Response
Date: 08/30/2022
Customer did receive what they order and ******************** Comfort Policy does not refund if customer goes to less price on the comfort exchange
Business Response
Date: 09/15/2022
Business Response /* (1000, 5, 2022/08/23) */
Customer purchased Airloom Capri mattress and that is what was delivered to customer. If customer want to do comfort exchange per Mattress Warehouse comfort policy

Consumer Response /* (3000, 7, 2022/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was forced to purchase a mattress elsewhere after not having one to sleep on for a month. Terrible customer service & delayed delivery from the second mattress that took a long time to arrive left me no choice but to buy another mattress. The company will only let me do an exchange for equal or greater value which is unfair after all I've dealt with with this company. I no longer have use for this bed & am not exchanging it for another $5,000 mattress no one will sleep on. False advertisement & rudeness from the salesman at the christiana store should be enough for an exchange for a lesser valued mattress.

Business Response /* (4000, 9, 2022/08/25) */
The customer got what they order and Mattress Warehouse does not have refunds after delivery. Mattress Warehouse Comfort Policy is on desk matt on top of desk

Consumer Response /* (4200, 11, 2022/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A refund is not what is being asked. The continuous tracking down of my mattress for a month along with hostility & verbal abuse from a sales rep at one of your stores telling me to take you to court before hanging up twice is the reason this issue exists. I'm not keeping a $5,000 mattress that was sold to me under false pretenses, especially after the sales rep on the phone told me it wasn't the same one & would never feel like one I laid on in the store. After waiting & waiting & being talked down to I had to buy a mattress elsewhere. I ask that I can exchange the mattress for one of lesser value now that it is no longer needed.

Business Response /* (4000, 13, 2022/08/29) */
The customer got what they order and Mattress Warehouse does not have refunds after delivery. Mattress Warehouse Comfort Policy is on desk matt on top of desk
Initial Complaint
Date:08/17/2022
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.
My wife and I purchased a new bed and mattress from Mattress Warehouse in Bloomsburg PA. I paid $3774.64
which was alot of money. The salesman was a con man who breezed through all the paperwork and didn't have the mattress that was supposed to come with the adjustable bed so he substituted an inferior brand mattress which he explained was just as good. We laid on the mattress for about 30 seconds and it seemed ok but it is impossible to know if the mattress is good til you sleep on it. The bed and mattress were delivered and the delivery company assembled the bed wrong and had it several feet in the air. They refused to come back when I realized their mistake. The salesman at Mattress Warehouse told us that we could attach our headboard to the new bed. He lied. There is no where for it to attach. The con man salesman also pressured us into purchasing several warranties that I found out later were useless. We called the next day to voice our displeasure with the hardness and cheapness of the mattress but was told the bed frame was not returnable and we had to wait 30 days for the mattress. My wife then went online to file a complaint with Mattress Warehouse and they were supposed to email information to my wife about filing a claim which they failed to do. She had to contact them a few times and they said they would send an inspection kit for the bed and an inspector would contact us. They never sent the inspection kit but they set up for an inspector from BedCheck.com to come to our home on 8/9/22 at 6:30PM to inspect our bed. We delayed our dinner til 9pm waiting for the inspector, Todd Henry, to come. To date he never called us nor has Mattress Warehouse followed up on our claim. We would like a full refund of $1849.99 for the 2 junk split king mattresses we received. Both have 2 large sunken areas that have formed on each mattress. We have photographed the
sunken areas and placed a metal ruler across which clearly shows the sunken areas. Please refund us
Business Response
Date: 08/18/2022
In order to avoid any confusion Mattress Warehouse provides each customer with a copy of the terms and conditions page at the time they place their order. The terms clearly state the mattresses (not frames or adjustable bases) are eligible for a 1-time comfort exchange within 100-days of delivery. After which time the mfg. warranty would remain in place for the duration of the warrantable period. Mattress Warehouse is bound by the mfg. terms regarding what is and is not a warrantable defect. We are required to provide an independent 3rd party inspection to the mfg. We regret the the inspector was not able to make the scheduled appt. and our reaching out to them to ensure it gets rescheduled in a timely manner. Mattress Warehouse terms also clearly state that once merchandise has been delivered there are no refunds.
Customer Answer
Date: 08/19/2022
(The consumer indicated he/she DID NOT accept the response from the business.)

We called Mattress firm the next day after delivery of the mattress to express our displeasure. We were told it was already delivered and no refunds. Your shady salespeople don't explain your clever fine print, just have them read off what they want you to hear. Being in Law Enforcement, I guess the proper way to respond next is with a complaint to the PA Attorney General's office. The inspector you supposedly were going to send never showed up and didn't have the decency to this day(over a week later) to call and apologize. I will make sure I tell every person I know about my negative dealing with Mattress Warehouse and the sub par products you sell that you do not stand behind.
Customer Answer
Date: 08/22/2022
Here is a copy of the email from the inspector from Bedchek that was supposed to inspect our mattress but never showed. Never heard from him again until my wife reached out to him a week later. Also never heard a follow up at the time from mattress warehouse customer service who were not helpful at all.

From: [email protected]

Sent: Monday, August 8, 2022 7:00 AM

To: ******* ******

Subject: Mattress Inspection Appointment Reminder

Bed Chek, LLC

Dear **** *******

This is a reminder that Todd Henry has set up an appointment to see you tomorrow during a 2 hour period starting at 6:30 PM to perform a mattress inspection for Mattress Warehouse.

NOTE: Please insure all bedding has been removed to totally expose the mattress and box springs prior to the arrival of the Inspector. This includes all blankets, sheets, mattress pads, mattress toppers and dust ruffles.

Bed Chek is committed to maintaining a safe and healthy workplace for our inspectors and customers. As such, we are closely monitoring the ongoing COVID-19 Coronavirus outbreak according to the guidelines and recommendations of the CDC (Centers for Disease Control and Prevention).

Important: If you or anyone in your household is currently exhibiting flu-like symptoms, please contact Todd at 724-510-9346 immediately so that we might reschedule your appointment, in the interest of your safety, ours, and fellow customers.

We want to share with you the actions we are taking to help protect all people involved during the warranty inspection process.

We've advised our inspectors to follow the public health authorities' guidance regarding hygiene and personal travel, and we've reinforced existing Bed Chek policy telling inspectors who exhibit flu-like symptoms to stay home and consult with a medical professional.

To help minimize exposure, the following actions are taking place when setting up and performing inspections:

When establishing an appointment, we've asked inspectors to inquire if there are any people sick at the location of the inspection, and if so, suggest delaying the inspection for 2 weeks for their safety as well as yours.

Inspectors are using disinfectant wipes to clean the tools used for each inspection.

The inspectors are using disinfectants to clean their hands prior to the inspection and after.

Inspectors are using disinfectant wipes to clean the steering wheel of their vehicles.

We appreciate the trust that you place in Bed Chek. We will continue to closely monitor the situation and take actions necessary to help keep our inspectors and customers safe while providing the services you need to process your warranty claim.

If you have any questions or need to change the appointment time, please contact Todd at 724-510-9346 or email us at [email protected]

PLEASE NOTE: For questions regarding the Inspection result after the inspection has been completed, please contact Mattress Warehouse directly at 301-682-8504.

Regards,

Doug *******, CEO
Customer Answer
Date: 08/22/2022
(The consumer indicated he/she DID NOT accept the response from the business.)

Mattress Warehouse lied once again. We had an inspection set up and the inspector never showed up. We have the text messages to prove it including an apology from the BEDCHEK inspector who was supposed to come but never showed up and never called after that. This company is ridiculous and I will make sure to let every person I can know how disingenious Mattress Warehouse is. If they want, they can send out a self inspection kit and I will be glad to go that route but I am not expecting Mattress Warehouse to approve a replacement or refund anyway. The inspector from BEDCHEK told us he will send a self inspection kit. He also acknowledged that there are issues with our mattress per pictures we sent him.
Business Response
Date: 08/24/2022
The warranty is with Kingsdown Mattress Company and oly way we can do warranty claim is to have mattress inspected by third party inspection company. If customer does not want Mattress Warehouse to do warranty they can reach out to Kingsdown 800 800-1353 and have them take care of warranty being it is their warranty
Initial Complaint
Date:08/14/2022
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.
Hello:I hope all is well. On May 25, 2022, I applied for a Synchrony/Mattress Wearhouse credit card in the *************** location. I was approved. Unfortunately, due to outstanding circumstances, I had to cancel my order, and MW was very accommodating with this - I appreciate it. However, the charge for the mattress and applicable accessories, tax, and delivery is still pending on my credit card. While I understand that this is not a charge, this is preventing me from using my full credit limit at other retailers. I have wanted to charge this amount at another retailer (Mattress Firm, Ashleys, ************************, etc) and I cannot due to the outstanding pending charge. I have addressed this with Synchrony and please see their response. I just want this charge to be expunged. Thanks for your time and consideration. Have a great week ahead.Respectfully:*******************************
Business Response
Date: 08/22/2022
The hold was taken off today
Business Response
Date: 08/22/2022
I will have store call finance company and take the hold off of the account
Customer Answer
Date: 08/22/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate you taking the time to follow up with me directly. Please call me directly at ************. The store/company has been saying this for months and regrettably, I am still in the same situation.
Customer Answer
Date: 08/24/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for your time.
Initial Complaint
Date:08/10/2022
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.
Bought a mattress from the Gloucester Mattress Warehouse location on July 18, 2022 for $1608.43. Asked if there was a return policy and was told by **** yes and it has 365 day trial and recommend returning within 30 days. Now we are not satisfied with the mattress and its causing my wife excruciating back and shoulder pains. We are now told there is not a return policy but there is a exchange policy. I do not want to deal with mattress warehouse and if I was told at the time of purchase that it was an exchange not a return we wouldn't had purchased the mattress to begin with.
Business Response
Date: 08/22/2022
Mattress Warehouse has hundred day comfort exchange that is on desk **** at the store
Customer Answer
Date: 08/24/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The salesman never said anything about an exchange and told us there was a return. I'm not looking at the desk during a sale I'm listening to *************. A 365 trial was mentioned and also was told to wait after 30 days to proceed with return.
Business Response
Date: 08/25/2022
Mattress Warehouse has hundred day comfort exchange that is on desk **** at the store. Mattress Warehouse does not sell used mattress so there are no returns unless it is with the Mattress Warehouse Comfort Policy or a approved manufacture warranty which all of these mattress would be sent back to the manufacture.

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