Mattress Warehouse Corporate Headquarters — Local services in Ballenger Creek

My husband and I bought a Sealy mattress from Mattress Warehouse a little over a year ago. We used the bed match technology so we could find the best mattress for us. The mattress seemed perfect at first. Then I started having back pain. I was also pregnant so I just assumed the pain was from my pregnancy. I’m now 5 months out of my pregnancy and my back and hips are killing me. I called the York Pa office where we originally purchased the mattress. They said they would send someone out to look at our mattress to see if it falls under a warranty claim. The man and his wife came out. They took some measurements and said someone would contact us in about 10 day. Well 10 day went by and no one contacted us about the warranty claim. Finally I decided to call and the girl that handles this situation was off for the week. The whole time my back is killing me and I’m not sleeping at all. Also at this point my husband moved to the couch because he’s in pain from the bed as well. The girl that I spoke with said she would look to see if the claim has passed. She told me that the claim did not pass and we did not qualify for a warranty claim. I asked if there is anything we can do and she stated we could call our store to see if they can contact the sealy rep to see if there is anything that we can do. I called and spoke to a sales lady named Robin. She said she would call to see if anything could be done and she would call me back in a few minutes. Well hours later no call back so I called in again and she said she didn’t have an answer yet and she would call back when she heard something. A day or two passed and still no phone call back. Once again I called in she said she was waiting for a response from someone in her company but we could come in and she would give us her family discount so we could purchase another mattress. We agreed. We had someone watch our 3 children and took the baby shopping with us. We spent hours in the store and completed the bed match technology again. During this time we stated we both had back pain from the mattress and we didn’t feel the man that came out to check the warranty measured correctly. Robin stated she understands back pain and she takes medication for her pain that causes her to talk to much and she needs to remind herself the stop talking. We finally found a mattress that we both liked. Robin came back to us and said the cost would be $450 for to the comfort guarantee. I was so excited. We went to the back to pay and during that time I asked how she got the approval to do the exchange. She paused stated she forgot that we didn’t qualify for the exchange and now if we wanted this mattress we would owe 2,700. We were shocked!! When we left she said that once again she would call to see what she could do or if we could get someone else to inspect our mattress since we did not think the first inspector measured correctly. So Monday no call once again!! On Tuesday I called and she acted like she didn’t even remember me. I decided to call the main number for mattress warehouse. I was told to talk to the regional manager Chris. I left Chris multiple messages. He finally called me back. I told him the complete story. He said he would call me in 2 days after he spoke with the sales lady. I made him promise to call back since I had so many problems with this in the past. He agreed. 2 Days went by no call back. Now it’s monday morning so I call him and leave messages again. Tuesday he called and said that we was in contact with the Sealy rep to see if we can do an exchange since we were interested in another Sealy product. He said he would call me back. We are now currently 2weeks and multiple messages from me with no call back. I cannot believe the unprofessionalism. When someone says they will call they should call. The company slogan is sleep happens and I can tell you no sleep is happening in this house. I almost wish I would not have said anything at check out and did the exchange however that is against my morals. I just wish this company lived by the same...

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. Please, do not buy anything from Mattress Warehouse. ESPECIALLY, if you are someone who is disabled, chronically or terminally ill,...

While I would have given the Asheville store 5 stars and have nothing but positive things to say about the sales team there, I remain extremely disappointed about how the company’s leadership handled a theft occurring during their “white glove service” delivery of our mattress. My wife’s engagement ring was stolen from atop our bedroom dresser, noticed within a couple hours of the delivery. After immediately calling the local office, I was told they would contact management and speak to the delivery drivers as they hadn’t yet returned from their route. Unsurprisingly, the drivers denied this. After multiple calls and emails asking to speak to someone in their headquarters, I was told they would only speak to a detective with the APD. I had also filed a police report the same day, and after constantly calling and emailing APD, I finally had a detective call me after over a month. I won’t get into that frustration here, but needless to say, it wasn’t a prompt response. I was basically told by the detective after he reportedly spoke to the delivery drivers and Mattress Warehouse leadership that they really can’t do anything about it. I guess you have to have a camera in your bedroom to “prove” this, which is really unfortunate…that would be odd. Companies simply expect us to get worn down and give up fighting for what is right. However, I’m tired. I’m tired of being kind, gracious, and questioning what I should have done differently when the bottom line is that their delivery drivers stole the single most important material thing in our family. They don’t bat an eye, and we’ve spent time, energy, and a tremendous amount of heartache trying to get someone to do something. Customers shouldn’t expect that when they spend hard-earned money on a mattress, they will also be robbed with no recourse. I have yet to hear from someone in their corporate office with any attempt to make this right. If that’s the white glove service Mattress Warehouse provides to their customers, then I highly recommend you take your...