Mattress Warehouse of Washington Pennsylvania — Attraction in South Strabane Township

Our experience at MW started off nicely. We stopped in to look at mattresses within the first few days of the store opening. After taking our bed match test, and laying on some different models we eventually decided on a Kingsdown* with an adjustable base. We loved it at the store. Our first nights sleep on it couldn't come soon enough! They tell us it will be delivered on the following Tuesday. MW does not remove the old bed, so my husband took our old bed and threw it out on Monday night. After a night on the blow up mattress we were thrilled to finally have a new bed. This is were things START to get ugly. The base was back ordered. The best that could be done was to bring the mattress on Thursday and the base on Saturday. We agreed. Wednesday night we get a call from the store from someone wanting to schedule our delivery. The Thursday/Saturday thing was never scheduled. Now the best they can do is Tuesday. We should have shut the whole thing down right then and there but we were desperate, and after weighing the choices, we agreed. Eight nights of air mattress sleeping later, the bed shows up. We were excited, although we didn't sleep as well as we had expected. In fact, 2 weeks into that new bed and I sleep worse each night that the previous. I want to go back to the air mattress. The bed is a nightmare. Where you would sit down on the bed to get into the bed there is a hollow ridge that runs horizontally from one side to the other. You sit down and sink to the bottom. The sides of the bed fall down, making you feel like you are going to fall off the bed. The middle has a huge hump after said hollow trough. We took measurements and pictures and my husband took them into the store and talked to the newly appointed manager, Gilda. She was very nice and assured him that they could help us. We were initially informed that the policy is to wait 20 days before you can start the process of returning a bed, to ensure that you give it and yourself time to get used to it. Gilda said they would wave that and get things in motion right away and that she would be in touch with the DM. We follow up by returning to the store to pick out a different mattress, so that this expedited exchange could go off without a hitch. Gilda said they would send out an adjuster at the beginning of this week to look at our bed. After not hearing back from her my husband visited the store yet again yesterday evening. Gilda was not in. Now we are dealing with Thomas. Thomas informs my husband that the waiting period is not 20, but 30 days to start to issue an exchange and continues to ask what we don't like about the bed, "is it too soft, too firm...". Completely missing the issue. It is not a preference issue. If the bed was uniform there would be no issues. Some places are firm and some are hollow. As it turns out, according to Thomas, Gilda had done no leg work on our issue that he could find evidence of. We are waiting to hear back from a claim my husband submitted via email to the beds warranty department. This bed was thousands of dollars, and we haven't slept well in weeks. I know this is an excruciatingly long review, but it has been a truly horrible experience and I don't want others to have to go through this. It is true that the bed issues are not MATTRESS WAREHOUSE'S fault, the incompetence on behalf of the staff at the Washington, PA location could have been avoided. This is not a good way to begin a relationship with Washington PA. *The model of our bed is the Kingsdown River Oaks

Update My contact information was sent shortly after receiving a response from Mattress Warehouse and have yet to...

Had a great experience at Mattress Warehouse last night! Let's be real.. picking a mattress is HARD. When you have something at home that you don't like, and are ready for an upgrade, it is hard to know what you DO like... but Emily made it such a great experience for us! She was patient as we Goldilocks-ed all through the store to find the mattress that we thought was 'just right.' she knew so much about each type of mattress and brand, and was able to educate us as we went, while keeping our budget in mind. We had previously gone to Levin's, and while they had a nice selection as well, we didn't get any of the guidance that Emily gave us at Mattress Warehouse, which made that first trip overwhelming. I am really excited about our new mattress (coming THIS week!), and we appreciate the help that we received, and all of the great information provided to help us complete this big purchase. ...

Who knew trying to return a mattress could be so difficult. I phoned Gilda multiple times after she said she would talk to her manager and call me back. Too bad it’s been a week and I’m still waiting to hear from her. I dropped off 2 pillows that I paid $300 for and have yet to be credited for them. This company preaches customer service but she hung up on my husband and refuses to answer our calls. We absolutely hate our mattress but will have to wait for 30 days to consider getting an exchange. It’s been a very frustrating process. We spent a good deal of money here and are very unhappy with the quality of product and lack of customer service from the manager. Oh, she also encouraged us to jump on the bed and rotate it daily to see better results...what if we were an older couple? That wouldn’t happen. Very disappointed and it was a mistake ever walking into the store in the...