Mattress Warehouse

On a Thursday evening, we purchased a specific mattress and daybed from this company with a delivery date scheduled for Saturday following the purchase. We discussed specific requirements for the bed with the salesman, including a soft mattress and a wooden (versus metal) bed. On Friday morning I received a call that the mattress I wanted wasn't available and they would substitute a different (supposedly an upgrade) mattress. I was not happy with this substitution, because I had a concern about the comfort of the mattress. However, I was under a time contraint to provide a bed for an elderly parent in an assisted living situation. On Friday evening I received a message on my cell phone (I was at an office Holiday party at the time) that the bed wasn't available and another was being substituted...again an "upgrade." We called back just before the store closed and spoke to the salesman to get the model number for the bed. He told us to look at the bed online and if we didn't like the bed to simply tell the delivery person we would not accept delivery. When we checked out the substituted bed online, we noted the Mattress Warehouse online price of the "upgrade" was identical to the bed we had purchased. A different list price was shown, but the price to the customer was the same. In my book, list price is an arbitrary number, and the real price is what a company can actually charge to move the product. In addition, the bed was a metal bed, specifically what we told the salesman we didn't want. So, the next day when the delivery guy called, we told him we would not accept delivery because of the substitutions to our order. We returned to Matress Warehouse to obtain a refund as soon as the store opened. When we told them we were not happy with the substitutions of the statements that we were receiving "upgrades," the two sales people present immediately began to argue with us. Instead of graciously refunding our money, their behavior was beyond rude, implying that we were difficult customers. Furthermore, instead of simply running the card to refund us, they told us they had to submit an explanation to a district office and we would have our money within 5 days. They did not offer any kind of documentation to indicate we would receive a future refund. So, I asked for a signed and dated statement indicating a pending refund from the store manager, which he reluctantly gave us. When I left, I reminded them that when making a sale , the customer is always right. In this case they were unable to deliver either of the specific items I has purchased from them, and we had not accepted delivery on the substituted items. We were never in possession of any of their products. It's hard for me to understand why it was difficult to give us an immediate refund. After two weeks, no refund has been credited to the account. This morning they did finally swipe the card for a refund, but as I type, I have yet to see the refund transaction on the account. Mattress Warehouse has the absolute worst customer service of any place I have gone in some time. They will tell you they have a particular product when they have no idea if that is the case. They have no computerized system to verify what is actually in stock. Furthermore, I belive they have no problem stretching the truth or outright lying to the customer. And if you have a problem with something, good luck getting your money back. Stay away from this place!

We went into Mattress Warehouse looking to purchase a particular Sealy mattress. We were guided to the Simmon's mattress by the salesman. He said it had a stronger support in the foundation with more coils, it will conform to your body better giving you a better night's sleep. He said I've had one of these for years. They delivered the mattress on May 6th, we slept on it for three nights, my wife was having some back pain so she went back to sleeping on our old mattress for one night and she felt a lot better. She tried the new mattress Tuesday night and had to go to the doctor on Wednesday because she was in so much pain. She has never had back pain before sleeping on this new mattress. We went into the store on Thursday evening to try to resolve this issue, we were speaking with a different sales person and he told us that we couldn't return the mattress. They were saying that this is a "comfort issue" not recognizing that this is actually a health issue. They called the regional manager from the store and he said that it was "unfortunate" and that we would have to call Simmon's customer service about it. The regional manager called me back; told me that we would have to sell our mattress on our own and that they could sell us a different mattress at half-price. He agreed for us to wait a week before coming in to look for a new mattress, but we wouldn't be able to even exchange the mattresses. He told me that I couldn't file a warranty claim because the problem is a comfort issue.