Mattress Warehouse of Knightdale — Local services in Knightdale

Unfortunately, our experience was not a good one with this particular store. We told the manager/salesperson that we thought we may want the "half" box spring for our bed instead of the full-sized one so we took measurements at the store of the mattress and full-sized box spring. We told the gentleman that we would call as soon as we got home to let him know if we wanted the full-size box spring or the half-size box spring, which we did. I called and spoke with the woman salesperson (there was only two employees in the store) and told her that we wanted the half box spring. I asked her if I should speak with James, who we dealt with in the store, and she said "no, you do not have to, I know who you are and I can take care of it." We later learned she never changed our order and then lied to my husband, saying I had never called. Our first delivery was not a good experience. I received a phone call in the morning, telling me that we could expect a delivery between 3:30 p.m. and 6:30 p.m. I confirmed with the deliveryman on the phone what I expected to be delivered (including that half box spring), which he confirmed. They did not show up until 8/8:15 p.m. My husband had called the store and was told they were probably not coming. They did show up and delivered the wrong box spring (not their fault as I later learned). My husband actually helped one of the fellows carry in one of the items. He said they were totally disorganized. He told them that it was the wrong box spring and they said to call the store. You would have thought because of the store's error they would have made the delivery of the correct box spring a priority. No such luck. We would told they would try but delivery was not available until the following week (a week later from the original delivery). Poor, poor customer service. I was particularly upset when my husband was told that I never called the store to say we wanted the half box spring. Thankfully, he overheard me calling and their number was in my cell phone list for the day we bought our new mattress and box spring. I think that a phone call from the manager, apologizing would have gone a long way to appeasing us and I might not be writing this negative review right now. Would I recommend this store, probably not; however, to leave on a good note, I will say that delivery of the correct box spring was handled very professional and on time by a different set of deliverymen (they called to let me know the time frame and again, when they were close by). So far, we love our new mattress and hope it will last...

I want to say first and foremost that James, the in store sales rep is amazing. He is just a laid back no pressure perfect sales guy. He's available as needed and I was happy to hand my money over to him.

Now, as for the rest of the operation after dropping $1100 on a Serta X5 hybrid mattress was a joke. We purchased this set on a Saturday evening with a scheduled delivery on the following Tuesday. Great, we are out the door happily on our way to do other things looking forward to Tuesday.

Tuesday morning they call ahead during the delivery window to let us know 930-1230 to say the base isn't available so they won't be delivering our mattress. Okay, when will it be available? You have no idea? 6 days or 6 months? No clue. Great....

Contact the store that afternoon, computer says they have it available in stock again. Great, let's set up delivery for Thursday. Not gonna get angry, but Thursday comes and guess what? Surprise folks, no mattress or box springs. Now we are fuming, back to the poor guy at the store who has to hear about it and is as frustrated as we currently are.

Okay, calm down we made 3 trips to this mattress store and several others. We are emotionally and financially invested. Okay, one more time for Saturday between 130 and 430.

Shocker! No phone call from delivery and no mattress. My wife gets up and has an inkling to call them since she hasn't heard from them, guess what? They don't have it! Lady sympathizes, unlike the weekday girl apparently but still can"t get an answer as to what happened.

That's it, done. Went back to the store to get a refund on my card. Takes a few business days to process, why can't it take a few days to process when I buy something? Sheesh.

So now we are emotionally invested and trying to untangle this financially and still sleeping on the old bed. So, please go see James, he's a great no pressure sales guy. But you guys really need some better help and system with your warehouse and delivery set up.

Btw, my wife works 12 hour shift until 630 a.m. so getting up for a three hour delivery window is a big deal.

Tl;dr - 3 delivery dates set and all 3 missed by the warehouse due to internal communication. Excellent sales guy at the store.

Fyi- it took two weeks to...

Review 2: Delivery - Update: I was initially happy with their customer service. Then, they delivered my mattress. The company who delivered tried to force me to sign a paper waving them of responsibility if they damaged my mattress or house while delivering. I refused to sign the paper because —that’s insane! They finally brought it in anyway. On the way, they dropped it in my yard and broke two of my solar lights. When they finally got it upstairs, they unwrapped it from the plastic and put it on my bed. It looked good. I did a once over and didn’t notice any damage. The delivery people left. I went back upstairs and inspected it further and noticed a two inch rip that had been sewn!!!! Gross!!! So, this company ripped it, sewed it, and put it back in plastic??? Why was it out of the plastic? For how long? Is it even a new mattress? We called them immediately to have it replaced. They said they would, but we are being jerked around. We’ve called them several times to schedule. They’ve told us everything from it’s not in stock to the warehouse hasn’t given them a delivery schedule yet. We don’t know what to do! I’m so upset! I am not rich! This was a HUGE purchase for me. I don’t want this gross used thing in my house! I want the mattress I paid for! This is a very crummy way to treat customers. Because of this, I would never shop at this store again. I highly recommend everybody reading this go elsewhere. I will update this review again if they get their act together, prioritize the delivery of my NEW mattress, and apologize for this terrible customer service.

Review 1: Shopping experience - When we began our mattress search, this was the first store we went to. We didn’t want to buy from the first store, so we left and shopped around. After 5-6 stores, including another Mattress Warehouse, we came back to this Knightdale store. James was our salesman. He was knowledgeable about the product, but allowed us the chance to just test them and take our time. Other stores hovered so much, they chased us away. James was very friendly and helpful. I highly...