Mattress Warehouse of Cranberry — Local services in Cranberry Township

I sent Mattress Warehouse this letter 2 weeks ago. They have not replied.

Greetings,

I hope this letter finds you well. I am writing to express my extreme dissatisfaction with the service I received at your Cranberry location regarding the purchase of a Sterns and Foster mattress (002129) on October 9th.

Initially, I was quite pleased with the mattress, finding it to be comfortable and supportive. However, my wife experienced significant discomfort and was unable to sleep on it. Resulting in multiple chiropractor visits for her. Understanding that these things can vary from person to person, we approached your salesperson as per the arrangement made during the purchase, believing we could exchange the mattress for a more suitable one with a payment of $100 and a promised Black Friday rebate.

Upon returning to the store on November 9th to request the exchange (for mattress 002161), we were met with reluctance from the salesperson, who then seized upon a technicality regarding the 30-day period, refusing to process the transaction. However, October has 31 days which actually did put us over 30 days. Despite this oversight, the salesperson advised us to simply rotate the mattress, assuring us that this would resolve the issue. Unfortunately, this proved to be ineffective, and we returned on Black Friday to claim our rebate and to proceed with the exchange.

To our dismay, the salesperson seemed visibly displeased and proceeded to charge us an additional $634, claiming it was the discounted price for the new mattress. Despite my repeated inquiries, I was assured that the Black Friday discount had indeed been applied. However, upon reviewing the attached documents, it is evident that we were charged the full price for the second mattress with no Black Friday discounts applied. Furthermore, I was blindsided by a $500 delivery charge, which was never explained or mentioned during the initial purchase.

The entire experience left me feeling deceived and frustrated. I expected transparency and honesty from your sales team, but instead, I was met with evasiveness and misinformation. While we are satisfied with the mattress itself, the appalling service we received has soured our opinion of your company. Regrettably, we will not be returning to your Cranberry location, and we cannot, in good conscience, recommend your company to others.

I trust that you will address these concerns promptly and take the necessary steps to ensure that other customers do not encounter similar issues in the future. I eagerly await your response and a resolution to...

I visited there twice and the experience was bipolar. It all depended on the salespeople I met.

I did some research about their mattresses online before visiting the store. I know the mattresses I wanted to try on and confirmed the availability from their website. My first visit was on a Saturday and the salesperson (Dori, sorry if I got the name wrong) immediately recognized my requests and pulled out the mattresses. She also confirmed the in-store stock availability of the one I liked, king size SomosBeds Essential 6 inch extra firm. Too bad I couldn't buy it on the spot because I wanted to make sure that my wife also likes it.

On the following Monday I convinced my wife to come with me and give the mattress a try. I was expecting a quick visit but it took twice or even longer. Dori was not there and the salesperson refused to let us try the sample I tried two days ago. He said, you seem intelligent, ..., but 6 inch can't be firm, unless it's some kind of magical foam. I showed him the info on their website, but he still couldn't believe the sample is the same mattress as the one shown online, so he went back into the warehouse, spent at least 5 minutes, and came out with a SomosBeds Berwyn 8 inch. I told him it's a different model and he had to call someone to find out what was going on. After that he admitted that the sample I was looking for at the beginning was indeed the extra firm mattress, but couldn't find a king size in store. He then tried to sell the 8 inch mattress, saying things like "most adults would sleep on 8 inches or thicker".

In the end we didn't buy anything there. Luckily my wife got a chance to try on and she likes it, so we made an online...

Insofar as mediocre chain mattress stores are concerned, Mattress Warehouse of Cranberry surpassed all of my extremely low expectations. We arrived at 630pm on New Years Day and even late in the day on a holiday, Duane helped turn our experience into something memorable and enjoyable. I was initially turned off because their "sleep survey" and that contraption for checking our sleep positions and body shape seemed fishy, over the top, and waste of time.

I was gladly mistaken. Those "awkward wastes of time" gave us a variety of options to choose from. Duane was helpful in regards to working within our lower budget. We were able to choose a comfortable quality mattress in our price range. Duane was very accommodating and helpful during the whole process. There were mattresses at other stores that were comfortable and within our budget, but Duane's personality sold us. He wasn't pushy or the typical greasy salesman. He was personable, able to hold conversations about topics not related to mattresses, and very accommodating to our requests.

The delivery was also very easy. The gentlemen arrived on time, were very polite and professional, and were able to hold a conversation. I would recommend this store, mostly because of Duane, to everybody shopping for mattresses. Don't be turned off by the fact that it's a chain mattress store like I...