Mattress Warehouse of Tarentum — Local services in Frazer Township

Worst Customer Service Experience Ever! (Pittsburgh Mills location)

After listening to a sales pitch for two hours, my husband and I purchased a mattress from this store. We scheduled delivery for four days later (a date confirmed by the store). When the delivery arrived, every item was included except the mattress. The delivery team immediately called the store to report the issue and told us that a salesperson named Sandra would follow up. We waited for about an hour but received no call.

My husband tried calling the store several times, but no one answered. Since we no longer had a bed (we had already disposed of the old one in preparation for the new delivery), we went to the store in person.

When we arrived, an employee asked for our names. As I approached the desk, I reminded Sandra (the same person who had helped us during the original purchase) that my husband and I had not received our mattress. Instead of helping, she immediately became defensive and said, “This isn’t my fault.” I asked her to contact someone who could resolve the issue, but she insisted that she was already texting her manager and that there was nothing more she could do. She repeatedly claimed she had “no idea what happened” and that it wasn’t her responsibility since she was “only the salesperson.”

I reminded her that, as the person directly facing customers, she had an obligation to at least try to find a solution. Instead, she abandoned us, leaving her desk and retreating to the back room, where she stayed until I called corporate customer service myself.

To be clear, the delivery team was excellent, corporate customer service was professional, and even a manager from another store was helpful. The problem was Sandra’s behavior. Not only did she refuse to help correct the mistake, but her rude, defensive, and dismissive attitude was completely inappropriate for someone in a customer-facing role.

Because of this experience, I would never recommend purchasing from this store. Highly...

We were out doing random shopping. The husband wanted to stop and check out mattresses. We walked in and were welcomed by Mike. I have an outgoing personality and wad the one that walked in and said hi first before Mike. From there, he took Reigns. He put my husband and I on the Bed First Match system to find a mattress designed for both of us. He explained what it does. He then told us that if we wanted him to talk during the mattress trying, he would. Now I did not tell him all about our lives right away but through the mattress trying process he listened to what our careers our, how we sleep, what problems we experience with our current mattress, how much time we spend in our bed, etc. He listened to it all. The experience we had was not about selling us a higher priced bed. The beds sell themselves. Mike listened to what we needed. Our young daughters were with us. He told them about the little table in the store with crayons and coloring books and where the restroom is, if they need it. He was very welcoming! I sleep in all positions, and Mike's sleep experience is the same. He spoke about his arm tingling when he sleeps on his side. Now, with his new mattress, he doesn't have that. Guess what!? I found sleep comfort in the mattress he recommended. I went from that mattress, back to the mattress, before it. I tried them both in my side sleeping position. #ilovemike They carry a 100 day guarantee! And a 30 day trying point. He explained that if one does return a mattress. There would be a $ 100 delivery fee and 19.99 disposing mattress fee for the new mattress coming and the one they are taking that was purchased. Hands down an amazing mattress buying experience from Mike. He has been at this store now...

I placed my order on 7/2 with a promised delivery of 7/5. I never got a phone call with a time frame and when I called the store for an update I was told that my bed was not even expected to be at their warehouse until 7/6. I was told I my delivery was for 7/8. The person that sold me the mattress was to be the regional manager. I was given the number for customer care and they told me the same thing. After being transferred three times, I was able to talk to the regional manager that sold me the mattress. He said that I was to have the delivery on 7/5. He said he would call me back with an update. He never did and the two follow up phone calls were made by the store salesman. While in the store and while on hold with the store salesman waiting for an update I could hear the store salesman talking to other customers. The words he was using showed this company only cared about moving product and not the customer experience. I will never return...