Mattress Warehouse of Garner — Local services in Garner

I have a longstanding back condition and am extremely careful about mattress purchases. I weigh 150 lbs and am 5’5” tall, so I’m not putting unusual strain on any mattress. Before buying from Mattress Warehouse, I explicitly asked the sales associate if I could receive a refund if the mattress didn’t work for me. He assured me I could, as long as I purchased a mattress cover from them, which I did.

As I was getting ready to sign the paperwork for the bed, I double-checked with him again to be absolutely sure I could return it if it didn’t work for my back condition. Once again, he told me yes, I would be able to return it for a refund. If he hadn’t told me that, I never would have purchased from this store.

Unfortunately, about 4 weeks after I received the mattress, it developed a significant, visible indentation where my butt was. My back pain became even more severe, and the mattress no longer provided the orthopedic support it was marketed for. I reached out to Mattress Warehouse to request a refund due to the mattress being defective and worsening my medical condition.

Their district manager told me their “comfort guarantee” only allows exchanges, not refunds, regardless of what their sales associate promised. Desperate for sleep, I went to their Raleigh store per the district manager's advisement, which has the largest selection in the area. I spent time testing over half of their mattresses. None worked for me. I gave up looking and left in more pain than when I arrived.

I called the district manager as soon as I left. At first, he seemed polite and understanding. But when I explained that none of the other mattresses would work for my back pain (even after laying on them for just a few minutes each), his attitude completely changed. He became rude and condescending, telling me there was nothing more he could do because their comfort exchange was the only option.

I asked him if I could escalate the issue to his manager. He laughed and told me he reported directly to the CEO. Finding that hard to believe, I asked again, and he then told me I would need to contact customer care because I wasn’t speaking with the CEO. He gave me the customer care phone number. I called multiple times, left voicemails, and even emailed their customer service team. I never received any response back.

In the end, I was left with a $1,150 mattress that is unusable, worsens my chronic back pain, and cannot be returned despite their promise. Mattress Warehouse refused to honor what I was told, refused to take back a defective mattress, and left me without a bed I can safely sleep on.

I would never recommend Mattress Warehouse to anyone needing an honest company that stands behind its word or cares about customers with...

We went in with the idea that we were going to look for a matriss. I have an acute back injury so i have specific needs. We came in to the matriss warehouse, and were greated quickly by a lively man named Dave. He imediatly guided us to the Bed Match machine, which scanned how me and my parter laid in the bed, and gave us recomendations for the types of matriss that would be best for us both.

At no point did we feel pressured to buy, instead we were treated to a knoledgeable soul who guided us from matriss to matriss explaining the pros and cons of each. We tried several in our range and we eventually settled on one. We wanted to make sure that we had tested a good amount of matrisses before we settled. So we went elsewhere.

It was a mistake. The other local places which shall not be named, left much to be desired. One of the places we were greated by a man who asked if we were looking, handed us a sheet then did nothing else nor asked anything else, nor did he try to sell the product he represented.

The second place, was personable, but distracted. The product on the floor has been overused, and so no matriss in there was what you would have gotten out of the box. And! To top it off? The prices were friggan astronomical. 3k-6k for a matriss that felt like it had been failing? No way!

So we returned to the matriss warehouse, and to our now beloved Dave, who once again greated us with open arms!

We have now bought both a base and a matriss and it has been by far the best experiance i have had buying matriss's in my life.

I heartily recomend Dave, if you can get him as your sales man! And the Matriss warehouse! Their scanning tec makes finding a...

Guy at the store was great. The fella that delivered our mattress was also hard working, friendly and very polite. HOWEVER, we paid almost $200 for a special pillow to go with the mattress that wasn't delivered. We have called the store who can't seem to get answers and their dispatch number they provide who is in charge of scheduling the deliveries is rude and tells you "the store should have called you" and won't give you any kind of Customer Service at all. So 5 days after our mattress was delivered where is the pillow we paid for? The last time we talked to the store they said if we were willing to take another day off that they could have the pillow delivered to the house later this week OR we could wait 2 weeks or more to have it delivered to the store where we could pick it up. They said they were going to see if they could expedite delivery to the store since we can't take more time off from work and the last time we heard from them was Sunday. No calls or responses since then. We are not very...