Mattress Warehouse of Cary — Local services in Cary

Never received my mattress. First time was told someone should have contacted me but that I could choose another mattress or come to the store and pick up the mattress since they had one on the floor- and they’d waive the shipping fee (! What a joke!) and zero apology. Tried calling corporate, left message with DM, no call back. Called corporate again a week later and was told by customer service that it was scheduled to be delivered two weeks later and they agreed to waive the shipping charge. The final straw was when the mattress was finally delivered and it was THE WRONG MATTRESS- in fact, a mattress brand I couldn’t even locate online! Corporate is closed on weekends so I waited for the Cary NC office to open and spoke to someone who told me that it was on back order and so they gave me something similar (?!!!) and when I asked why I wasn’t told beforehand, he said that someone was supposed to call me to let me know. This must be their “go to” line there when they screw customers over. He said they have that mattress in the store and that there is a local company they sometimes use to deliver but there would be a charge. So he gave me two choices- to wait for the mattress I ordered to come back in stock (except he couldn’t tell me when that would be) or stop by the store and choose another, similar mattress and they’d order and ship it to me. I planned on going to the store to do that, but I just want the mattress I selected almost two months ago, paid for, and should be sleeping on by now. I am extremely frustrated and even more disappointed that a company of this size just can’t seem to get it right - simple order. I plan to contact corporate one last time to see if there’s any chance I can get the mattress I ordered perhaps shipped from another location. If not I will demand a refund and begin the whole process again...

Worst customer service experience EVER at the Walnut St Cary store. After the sales guy made a joke about spending my money in excess of what I stated, he redeemed himself with what was supposed to be a pretty good/competitive deal for what I'd priced elsewhere. He then called the Glenwood "warehouse" to confirm what was supposed to be a Queen set, was in stock available next day. So far so good. Next day got to the "warehouse" and they started loading a twin. When we informed them it was a Queen he pointed to the MW paperwork code and told us it stated twin and that we'd have to call the Cary Walnut St store to work it out.

Upon calling the Cary store I was told by the sales woman there that she would gladly work with me and the Queen I already bought could be purchased for $100 more. WHAT?! She then said she'd try to get a hold of the salesman who sold us the QUEEN set. Of course she couldn't get in touch with him and reiterated she'd be happy to "fix" the problem with another $100 from me for the queen set I'd already purchased but THEY screwed up.

We let her know that what she needed to do was find the sales guy from the day previous and when he confirmed it was a QUEEN we were supposed to get she could then schedule the set for delivery since we made a 30 mile round trip for nothing. She informed me that if I was going to be upset then "we don't need to talk" and if I was going to make demands she "isn't going to do anything to help."

When I went back to the Walnut St location for my refund I discovered she is the manager. That only made this the cherry-on-the-cake worst experience ever had with customer service. Congratulations MW, you will never see my $ again.

That "manager" needs to be fired, unless of course this is what MW is about... then it's BBB...

Purchased a mattress and boxspring for our son's new college apartment. Bought and took home the mattress that same day. Had to order the boxspring, per Mike due to the store not keeping them in stock at the store. We were told that it was not a problem to hold onto the boxspring until we would be back in a month to finish moving our son into his apartment due to living out of state. Received a phone call a few weeks later stating the boxspring was due to be delivered on July 29. We called the store and spoke with Mike to remind him that we would not be in Raleigh until mid August to pick up the boxspring. He then informed us that the boxspring had been picked up. Clearly not by us! He then proceeded to state that he had to contact support to change the information in the computer. We received a phone message that he had indeed re-opened the purchase ticket and of course there will be no cost to us (since we already paid $150 for this boxspring) and it will be available to pick up at the store on August 16th or 17th. It was to be delivered to the store the Friday before. We drove from out of state straight to the store and no boxspring. What in the world! Mike the manager there looked at us like we were aliens. He asked if we had received a phone call stating it wasn't to be delivered until Aug. 24th and my husband resounded with a, "No." We ended up leaving with a floor model boxspring...missing one of the corner cover pieces because we could not leave the state with our son not having a bed to sleep on for the semester. We will never shop at Mattress Warehouse ever again. Terrible follow-through and...