Mattress WarehouseReviews of sleephappens.com

I found out that a mattress I purchased went on sale at multiple different retailers, so I began to inquire about the one year price guarantee a week ago. No response was given to my online inquiry so I called customer service 2 days later. I received a phone call back stating the sale had ended but that MW knew about the national promotion. I was asked if I had any proof of the sale price such as a screen shot on my phone. Fortunately I did and knew the price the item was on sale for. The associate from MW agreed that I was indeed entitled to the 1 year price guarantee policy. This was 4 days ago. I received an email stating that a case was being created for me. Why not just issue my refund? I emailed yesterday asking for a status update and received none. Distasteful to say the least. Don't keep people waiting. Do what you say you are going to do

We spent $2950, bought 2 twins, 1 queen and 1 full size and 1 box spring (at $150). I was so disappointed when we put our metal bed together and found out no box spring was needed. The store would not let me return the box spring. So at this point, guess I will send the box spring to the landfill, so far no one I know needs it. They say that will take a used mattress back but not a box spring that has never been used or slept on. They advertise customer satisfaction, but I am not satisfied. It just seems greedy on the stores parts. It may have been my fault for ordering a box spring I didn't need but after spending $3000, you would think they would let me return a $150 item. I will go elsewhere next time around.

Helpful staff. Very SHADY EXCHANGE POLICY !! Be Aware !! 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 !! Location : 7907 Belair Rd. Nottingham, MD

1 star for Bob at Waretown NJ store, who showed great customer service skills on the surface. But he responded in a truly unprofessional manner when we had an issue with our box spring purchase. He showed his true colors, after making a purchase there, he did not want to be bothered with us when we had to switch out the box spring. You should consider finding a more genuine mattress professional for your purchase, and not Bob who is a salesman who is clearly out just for the sales and the commission. He was high pressure with his pricing to buy on the spot. It’s not a good feeling when a salesman like Bob doesn’t continue providing great customer service that you deserve after the delivery of your mattress is over. Mattress Warehouse should be aware, we discovered other customers agreed and did not make a purchase there. Wish we went to Mattress Firm or somewhere else instead. 3 stars for the great price we were given on our mattress and free pillows.

waited all day for a botched delivery-- left the mattress-- said the box base was split in two though I never saw it and they said this half way up the stairs as if it was all figured out before delivery--- said that the slatted box base was coming in broken all the time for some reason-- not a professional company so sorry i made this mistake

I don't know that I would purchase from MW again. I had to do a warranty claim, which was fairly easy. I received my letter, went to the store with the letter and picked out a new mattress. That was almost 2 weeks ago. I'm still waiting for the call to schedule delivery. If the warranty claim was approved and I had the letter in hand, what is the hold up? I even upgraded and paid more money. I'm tired of sleeping on a sagging, no good mattress. I call the 1800 number and it goes to VM every time. It's impossible to talk to a person. I leave a message and nobody ever calls me back. I'm very disappointed.

I never write a review on a company but I have to say this was such a poor experience that the parent company needs to know about this. I did purchase a i-series Serta plush mattress in N. Arlington Virginia in April 2015 at the store on Wilson Blvd. I felt pressured to purchase this mattress, both me and my husband left the store feeling like it was a uncomfortable purchasing experience but we needed a mattress so we just let it go at the time. The sales person was pushy and rushed us and pressured us to make a decision. Of course, the mattress ended up being defective... it was sagging within 6-9months after purchase. In Feb 2016, we tried to contact customer service to get an assessment/claim on the warrantee. I left 4 messages for customer service (Baltimore location) and no one ever got back to me. I filled out the claim online and nobody called me for 3 weeks. I had to call Serta directly from them file the warrantee claim thru them on my behalf before Mattress Warehouse sent someone to my house to assess the mattress. The inspector looked at the mattress and immediately said that it was defective; there were ripples in the mattress, the side curved there was obvious sagging. Three weeks later I received a letter in the mail that my warrantee claim was approved but after closely reviewing the letter it was for the wrong amount for the warrantee. They weren't giving me the full amount I paid for the mattress ($100 less). This was corrected after I called customer service, however it took me a good three tries to get someone on the phone again! So then I headed back to Mattress Warehouse to pick out a new mattress but because of my bad experience with the first store, I decided to try a different location. The next location I tried was Crystal City. The salesman was nice but he was restocking the store and said that I was better off going to a different location to try other mattresses. Fine. I then went to the Baileys Crossroad location with my husband and we narrowed it down to two mattresses the ISeries - Applause II - Firm or the Sterns and Foster one. We decided that we would return the next day with a final decision. After discussing at home, we decided to go with the Sterns and Foster mattress because of our poor experience with the iseries serta the first time. I returned by myself the next day to the BC location to submit the warrantee claim, however, the salesman gave me a very chauvinistic attitude that was uncalled for- suggesting that I needed my husband there to make the final decision. I also tried to negotiate with the salesman and he seemed to only want to talk to my husband. I am the negotiator in the family and if any deal was to be made, it was with me. I left the store without making the new purchase because I was not comfortable with the attitude I was getting. I tried to call customer service to report this incident and asked if I could make the deal over the phone instead. They said that they would send me to the "best store" in the area and they would take good care of me in person. The customer service representative sent me to a 4th location in Courthouse, Arlington Virginia. This location did not have the sterns and foster mattress we wanted. Frustrated, I asked the salesman to let me know which store had this mattress so that I could submit my warrantee claim. At this point it is April 29th 2016 (the warrantee letter was dated April 1) and I only had 30 days to make the claim, so I needed to make this purchase that day. After a phone call, the salesman sent me back to the original store on Wilson Blvd where he said they had the mattress and could take of my claim that day. So reluctantly and frustrated I went back to the original Mattress Warehouse where we did not have the best experience. Of course, when I got there I found out that this location also did not have the sterns and foster bed that I was looking for. Unbelievable! So frustrated and tired at this point (I have been to 5 stores in 2 wks without multiple unsatisfactory experiences at each site). I decided to just purchase the iSeries - Applause II Firm which was available at that site. It wasn't the mattress we wanted but I couldn't handle going to another place and dealing with another one of these salesmen. I scheduled the delivery for the morning of May 18th. I changed my schedule to work from home to receive the delivery, however, I NEVER received a call from the delivery truck confirming the time of delivery. At 10am I called the Mattress Warehouse store to inquire and they let me know that the truck had broken down and were unsure when the delivery was going to occur. I finally received the mattress yesterday May 24th. And it is so uncomfortable. It is way to firm. It isn't what I wanted. But I don't know if I can go through this whole process again. Every step of the mattress buying process was difficult and overwhelmed by mistakes and poor customer service. And the worst part about it is that I feel like I am stuck with an incredibly uncomfortable mattress. Sorry Mattress Warehouse, you need to reevaluate your customer experience. I hope others don't have to go through what I went thru.

I had a pretty good time visiting the Montgomery Mall location. I wasn't able to initially get the deal I wanted (and as of now I think it may have been because the associate put my personal information in incorrectly; he messed up many times in the brief visit we had), but I got somewhat of a decent deal. Then came the delivery. I was told initially they would try to do a delivery between 7:30 and 9:30. I only got a phone call at about 8 and I was told they would deliver at about 11am-2pm. They knew I wouldn't be there then since it's a weekend, and when they called they refused to drop the mattress off unless someone watched them do the whole thing. The concierge at my building could not leave his post, only give them the keys. So they were about to not deliver my mattress at all unless they could drop it off in the lobby. Well, unbelievably when I came home later that night, I saw a giant box in the lobby with my name on it. I had to get 2 friends to help me get it into an elevator and my apartment. I will be calling soon to get some money back since I was not specifically told that they would not drop it off if someone didn't watch the entire delivery.