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November 2023 by Joe C
This is by far the most unprofessional, unsatisfactory, completely uncalled for delivery service that I have ever seen. They do not give you a specific time on when they’re going to deliver. They do not do deliveries on Monday. For some reason they lie, and say that they knock on the door when they never do., and to the lady I spoke with today if I was your boss and I heard how you spoke to people you would be fired that instant you are rude and completely unprofessional. They called me one time at 8 o’clock in the morning when they gave me a four hour window and since I didn’t hear my phone go off they just left when they were 10 minutes down the street for some reason they would not turn around they would not give me a second chance they wouldn’t even let me catch up with them at the next address to let me go pick up the mattress myself absolutely unprofessional, and I will be filing a complaint against the woman. I spoke to today since she feels like she can talk to anybody anyway she wants to. , I cannot wait for my mattress to be delivered tomorrow it was supposed to be today, even though I’ve waited months for it absolutely unprofessional and uncalled for do not waste your money with this company. They are rude and unprofessional the worst delivery system I’ve ever seen in my life. I hope y’all go out of business and seeing how y’all treat your customers and that you’ll probably hire crackheads off the street to run a ragtag unprofessional delivery system that won’t be long.
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July 2023 by Paul T
Last week we went with our daughter to find her a new mattress & box spring set. Rockville, MD has many companies to choose from. Luckily we went to the Mattress Warehouse store at 12129 Rockville Pike first and met with salesman Jeff. He asked several questions, and showed her what he felt are the 3 best choices for her. She tried each of them and selected what felt best to her. He wrote it up, and had it delivered the next morning.If you are looking for a mattress, go see Jeff at this store for friendly, knowledgeable, and excellent advise.
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July 2023 by Cheryl Harvey
The mattress is wonderful. The local store sales, manager and district manager also wonderful (Jacksonville, NC) The delivery company is absolutely the worse. The drivers don't care. They were not happy they had to remove the old mattresses. They refused to try to fit the new frame into my existing headboard and footboard fram. Then gave me 15 mins to get the headboard and foot board frame out of the room or they were going to leave. Took their phone out of their pocket and aet a timer. Drop the new
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May 2023 by Amanda Ryan
NEVER EVER BUY FROM MATTRESS WAREHOUSE! Any of them. You purchase a warrantee with your mattress/bed lift for 10 years. The outsourced company for that warranty is amazing. Mattress warehouse has taken A MONTH to replace my bed lift, even after the insurance confirmed their part. Mattress warehouse corporate is absolutely useless and they ignore you completely when it’s their turn to send a tech to your home to replace it. Insurance confirmed all paperwork was sent over April 17, it’s may 6 and we were told we are waiting for mattress warehouse corporate to give us a call to schedule a date to replace our lift. We cal daily and we are nothing but brushed off and ignored. I’ve spent 3k at this place. STAY AWAY GO TO ANOTHER MATTRESS PLACE
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March 2023 by Patrice copeland
I made a purchase at mattress warehouse 1 week ago. I canceled the item 5 times. They tried to still deliver after disregarding the canceled order. Then I finally reached someone. I get a email they are looking at my case. I still haven't received a refund. I will never order from them again. They are unprofessional with returning customers money. Just letting someone know so it won't happen to anyone else.
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October 2022 by B H
Wife and I were in dire need of a new mattress so we traveled to the corporate store with the hopes of getting to try a bigger selection than what you normally find. We weren't disappointed with the selection and was thrilled with the service. The staff made calls and researched the best deal for our dream bed within our budget. Referring all of my friends to this location specifically.
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September 2022 by L.T.
I had a mattress scheduled for delivery on 9/6. I took the day off from work so I could be home for this delivery. When the delivery driver showed up it was drizzling but it had been raining hard for hours beforehand, so I asked him to remove his shoes or wear booties, as I have cream carpet. He refused to remove his shoes and said he didn’t have booties in his truck. My mattresses was not delivered because the driver wouldn’t remove his shoes and didn’t have booties!!!! Wearing booties in someone’s home should be standard procedure as a delivery person. I contacted the district manager and corps HQ, who transferred me to the delivery dept. and NO ONE returned my call. Totally unprofessional all around. No customer service whatsoever. If I could have given zero stars, I would have. I will not return to this store and would not recommend it. I wish I could have my $2,500 refunded and spend it with a company who respects their customers!
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July 2022 by Baby Beauti
I hope to spare anyone else, if even just one person, from having to go through the experience that my fiancé and I went through. This is the first online review, that I have EVER written. I felt the need to write this review, to try an prevent someone from buying anything this company sells. Especially, if you are either disabled, chronically ill, or just not able to lift anything that is heavy. I myself, am severely disabled, as well as being chronically ill. My fiance, has a spinal disease. We counted on Mattress Warehouse, to do the removal of the old furniture. As well as, the delivery of the new furniture we had purchased. Due to the fact that we are quite literally not able to physically do said tasks. We had purchased a mattress, a split box spring (2 individual box springs), a mattress protector, & a bed frame. It was during a fourth of July sale, and we just couldn't pass it up. Especially with our bed being 13 years old. As part of the delivery, they we're to remove the old furniture. We had been both verbally, and through a hand written document, promised this would be the case. As well as, they we're to bring the item's inside, up to our bedroom. Don't get me wrong, the delivery guy's we're very kind, quick, careful, etc., The wrong doing, fell upon the company itself, Mattress Warehouse. The sales rep, from whom we made our purchase with, forgot to write down certain details, the correct information, etc. This was according to the store that we had directly, in person, purchased from. What ended up happening, is the following. My fiancé and I, spent an entire day, lifting, assembling, etc., the furniture that was "delivered". We had to do alot of physical work, and heavy lifting, all by ourselves. (Ex. carrying the heavy furniture to our bedroom, assembling certain furniture, carrying/loading the old item's to downstairs - in preparation for us to have it removed) We did everything ourselves. We even had to hire someone, to come out, to our house, and remove/dispose of our old furniture. Bonus frustration is, prior to this, we had already been waiting for our new furniture. It was of course, pushed out almost 2 week's, from the original date we we're given. I tried calling the store that we had purchased our furniture from, to let them know about everything. I don't know if I was very shocked or upset, at the answer I got. I was told, or rather the excuse was, "the sales rep, she's new, she forgot to add the necessary information to the order." I asked if we could get something, any amount, taken off the purchase, due to what had ocurred. But all I got, was the same response, about the sales rep, and that it was too late for them to do anything about it. Mind you, I made the calls BEFORE, we even touched anything. I've never heard of a company, blame an incident, on someone being new. AND bonus, not even try to reticify the whole situation. EXTREMELY unprofessional. I've honestly never seen anything like this, nor have I ever had anything quite like this, happen before. I tried calling "corporate", but the number, mind you it LITERALLY said corporate, turned out to be an online sales department. Which of course, I just got the run around. Honestly, I'm aware that I might sound like a "Karen", but I'm not. I'm just a 25 year old, female, who hates seeing her fiancé in severe physical pain, trying to do most of the work, so that I'm not in any, or as much, pain. That is why I'm so upset about this whole experience. Both of us, we quite literallly counted on Mattress Warehouse, to do those thing's for us. But now, we're both PHYSICALLY AND FINANCIALLY, paying for it. Mattress Warehouse is very lucky that they CURRENTLY, do not have a lawsuit against them. If the company doesn't change, one day, someone won't be as forgiving, as we we're. This whole experience, and no one within the company trying to make thing's right, is very disheartening. Pl
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January 2022 by karen doyle
Anyone considering purchasing a mattress from this company, PLEASE save yourself the trouble and go anywhere else! Very difficult to work with. Customer service is less than appropriate. They make no effort to help when dealing with any issues other than staying “I’m waiting for corporate to get back to me.” They told my husband and I they would be able to replace a mattress, took a payment for the cost of the delivery, called us back and said that corporate refused to honor a “comfort guarantee” . That was over a month ago and are now telling me that they have no idea when I will be refunded. Absolutely infuriating.
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August 2021 by Yvonne Brooks
On June 14, 2021, I I contacted the Customer Care Department, again and received the same electronic generic message. I stated on that email, that I would like it forwarded to Chad Barber. To date, I still have not been contacted regarding warranty exchange.It has now been nearly 8 Months, since I’ve been forced to sleep on a defective bed. I’m a 100% Disabled Female Veteran, that served 20 years in the military protecting our country.It is obvious that Mattress Warehouse has no respect for Disabled Veterans, and continues to force us to sleep in defective merchandise for over 8 months, which causes more serious injury to the veteran.I’m an advocate for over 1 Million Veterans, and I assist veterans all around the world. I am very well known in the veteran community. I will be informing them of the unjust treatment and unprofessionalism that I had to endure from your company. I will inform them that your company is not veteran friendly.I’m no longer interested in doing business with your company. I’m requesting an immediate refund of $1,500 for the Serta Elite X8 Hybrid that I purchased on January 5, 2021. I then will be able to go somewhere else and buy a bed that is not defective, and will not further worsen my service connected disabilities.Your company should be ashamed of the way you have treated this Nation’s Hero.Regards,Yvonne Brooks100% Disabled Veteran
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August 2021 by Ron F
I would never buy a bed from this company ever againSo upset was lied to about our beds witch we paid good money for and didn’t even get bed frames when we where told that it came with everything but the headboards now my 3 kids have to sleep on the floor because they don’t have frames to sleep in comfort the delivery guys where rude and didn’t even want to take old mattresses down stairs for us ???
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May 2021 by Peggy Randall
I purchased a new mattress and frame and requested pickup and disposal of the old mattress. Delivery men arrived and then I was told if the old mattress has a stain on it they would not take the old mattress away so I canceled the entire order. Store manager did not tell me that a stain would mean my old mattress would not be taken away. Please be aware of this when you are told they will pickup and take away an old mattress.
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February 2021 by Sha B
To start, I was supposed to have this bed delived a day before but somehow there was a computer glitch and it missed 10% of the orders that were supposed to be delivered.....The service during the delivery was amazing. The two gentlemen were very polite. I had the sidewalks cleared of snow and ice so they would not slip or fall. I opened up the door so they wouldn't have to deal with that. I did not get to see them on box the item or see them put it together but they never put together the universal headboard bracket. That being said it's extremely challenging for a disabled person to figure out and to install plus the legs seem a bit crooked. There were cables hanging down off the platform. If I would have not looked, I would have stuck something under the bed and would have ripped those wires right out. The box for the motor is just dangling from the bed by a twisty. I did get it in one plastic clip but there isn't anything else to hold it up. On the back of the bed it looks like the material might have been stretched too tight and it looks like the screws are starting to show through the fabric! I went with tempurpedic because of the name and supposedly the quality. My friends have other electric beds that they got for much less and they haven't had any issues :(. For what I paid for this I'm extremely unhappy with the quality so far. Like I said the two that dropped it off and did the setup were very kind and very polite. In fact, I gave them a $10 tip each. Once again I apologize for a negative review But, this is unacceptable!
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February 2021 by Nader Shoja
Helpful staff. Very SHADY EXCHANGE POLICY !!I recently purchased a mattress from Mattress Warehouse of Perry Hall(7907 Belair Rd, Nottingham, MD). I was told by staff that i can exchange my mattress after a 30 days period for any reason if i'm not happy with the mattress and i only have to pay for the shipping costs. went back to exchange my mattress after 30 days only to find out that they don't honor prices from last month when i purchased the mattress. The mattress that i was interested in is now cost $350 more than the last month price!? whose fault is that i could not exchange my mattress last month and have to wait 30 days to exchange it !! you would think they would honor last month prices !!The answer is " NO ". I had to pay another $350 to be able to exchange my mattress plus shipping and recovery charges !! Plus they said i can only exchange with the same brand !! They make it very difficult for you to be able to exchange. I walked out and would never go back !! That's not the right way to do business. If you planing to get your mattress from them , make sure you get the right mattress first time or you will regret it later !!
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February 2021 by M J
Horrible customer service. They respond on here & tell you to contact them,but half the time they don’t answer you. Don’t waste your time. Just call a local store & get a hold of a manager. Then tell them what happened & go from there. Don’t even bother calling the 800 #. When I did I got the internet sales manager,who was one of the biggest problems in this whole situation.We had a mattress & base installed a few weeks ago. We were told prior to installation,twice,that we didn’t need the brackets and that the base would connect to our existing headboard from one of the internet reps. Once over the phone and once by chat. The day of install we were told that we needed brackets by the guys who were installing the bed. We reached out to the CS rep that we had talked to before and he said that they would send out the brackets,free of charge & someone would be out to install them for us.We received the brackets,but have been given the run around when it comes to someone coming out to install them. It’s been 2 weeks since the day we were told that they would reach out to us with the next steps.I wrote in recently to let them know that we wanted a refund or a date on when someone was coming to do the job and they ignored me. I also asked for the CEO’s contact info & I was ignored. What kind of company ignores customers? One that doesn’t value their customers & doesn’t care how bad they get blasted through reviews. Just take a look at the other reviews on here.Absolutely horrible customer service. I’m honestly shocked that we even got quick delivery & the brackets sent for free. Based on the experience we’ve had with customer service,we’ll never buy from this company again.Update:I called the 800 # and was informed that they will not send someone out to install the brackets due to COVID. The sales manager or internet manager,IDK what he is,told me they DM of the area won’t send anyone out blah blah blah. So I asked why their sales rep couldn’t inform us of that over the past two weeks. He said because he didn’t know the updated info etc.Ok so as a customer I had to sit here being ignored & all that just so I can be told if I hired someone to do the bracket install that they’ll reimburse us for it. So they offered to put $100 back onto our credit card. He said an install would be like $60 if I hired someone. Who exactly do you call to have bed brackets installed? LOL what a complete joke.My wife reached out to MW’s chat client & it was the internet sales manager and he left the chat without even saying thank you or how else can I help etc. He basically brushed off the questions & left the chat. What great service.I reached out to a local store & was able to get through to a manager who is going to talk with the DM about the issue.Got a call & was told that they could send someone out to install the brackets but can’t attach them to the existing headboard. So now all of a sudden they can send someone out ?♂️ I’m not sure why this took over 2 weeks to figure this out & why all of a sudden what the internet sales manager doesn’t seem to be true. What a complete mess. Seriously think twice before purchasing from them. The customer service issues alone could prevent people from becoming customers. It honestly seemed like before we made our purchase they were fine and then once they got our money & installed the bed,then they stopped caring. So basically the internet sales manager told us the DM said they couldn’t send someone out cause of COVID. But then all of a sudden they could...Sounds like someone was lying.They sent out a couple of guys to install the brackets and guess what? THEY WERE THE WRONG BRACKETS...They sent out the wrong brackets. Now they gotta set up another install day & time. Are you serious? What an incompetent company. What a complete joke. NEVER EVER EVER EVER buy from them. Everyone from top to bottom is incompetent.They came back out and had the correct brackets. Install took about 10 minutes. Only thing we had to do was attach the brackets to
