Mattress Warehouse of Allentown — Local services in Lower Macungie Township

AMETEUR HOUR- BLAME GAME

Friendly, easy to select and order. Abysmal once they have your money. For example:

1. you get a call at 9pm on the evening before the delivery day with a 3 hr window. If you can’t be available then it’s the customer’s problem. Zero flexibility on delivery time. Then you get bumped to the next date that THEY have available. They don’t necessarily deliver the next day and they don’t deliver every day. Could be later in the week, could be a week out.

2). Delivery Attempt #1 -I sit in my apartment waiting for 3 hours....no call no show. I call them and they say no one was there. They say they took pictures of my apartment complex. They say they were not given the apartment no number. However with further digging we find There was no apartment number on the address and that’s why I didn’t get it. So we add the apartment number and schedule new delivery.

3). Attempt #2 - I sit waitng for 2 hours; no call no show. I call them. They say no one was there. The address they had is an open field Ya, so they’re right -no one was there. Wrong street address. But no one calls. I look up their location on the tracker and they are 2miles away. I give them the right address and they say they got it covered. I wait 15 minutes. No show. I call back and they say the truck is 25 miles away. I ask them if they can add it to their last deliver to which the answer is NO”. Not sure how a truck goes 25 miles in 20 minutes on secondary roads. I talk to the warehouse person who says she can’t do anything. I talk to the warehouse manager who can’t do anything I ask for his boss and he says he doesn’t have one, that he’s it. He goes on to blame the store for not having right address. How about a phone call please ? Then he hangs up on me. Ya, I wasn’t very nice but really - you hang up on a customer with a problem?

4. final delivery arrives 30 minutes after my 3 hour window.

Here’s the point - the addresses were wrong but the ability of this company to recover and get it right was abysmal. Complete incompetence. Don’t get me wrong. Joe at the store is pleasant and says the right things. take and takes steps to help but each time it was completely ineffective. He blames the “system”. John blames the truck drivers who “ are allowed to think or solve problems”. They aren’t allowed to think “. I ask Joe for the District Managers contact info that I never receive. They offer me a free pillow for my trouble !

Stay away Ameteur Hour like...

After an unsuccessful attempt to buy a mattress through one of the online direct selling options, my husband and I went the traditional route to buy from a local mattress place. We went through Mattress Warehouse @ Krock’s sleep science test and had a good variety of mattresses to consider based on the sleep study results. Our salesperson (Joe?) was very knowledgeable about mattress construction and gave great advice to help us find a mattress that could work for both my husband and I given our different builds & weight. We found a mattress we thought would work and were happy with the deal we got. We followed Joe’s recommendations to get an upgraded mattress protector with cooling technology because I tend to overheat when I sleep. It seemed ridiculously overpriced — but it works, so I do not regret it for a minute. The pillows are another story. We bought into the hype ...and they are nothing special in my opinion. The mattress was delivered promptly from very courteous delivery people. Unfortunately, the sleep science technology did not take into account our personal preference for a more plush pillow top....and after a month and half of poor sleep, we went back for an exchange.

MW has a one-time exchange (not return) policy and we were prepared for a hard time when we went back for the exchange since we knew they had us over a barrel. We were pleasantly surprised by the way we were treated. Joe was there when we went back and he was absolutely amazing. Not only was he committed to helping us find the right mattress — he went above and beyond to negotiate a super deal. His service after sale was really extraordinary and to be commended. The delivery was a little slower the 2nd time around and we did have to call after a week to follow up — but again, the delivery people were courteous, clean and conscientious.

Though the sleep technology didn’t read us well the first time around, we are 100% satisfied with 2nd mattress — and I wouldn’t hesitate to recommend MW @ Krocks to anyone in the...

DO NOT BELIEVE ALL OF THESE FIVE STAR REVIEWS!!! They tell you after you purchase that if you leave a five star review that they’re employees get a $25 gift card for lunch no matter the price they sell. We placed an order a month in advance and had delivery scheduled, took pillows out of store so then we had to start making payments and then expected delivery on the date that was set when purchased and nobody let us know about late delivery. Come to find out we had to call them to find out our bed was out of stock and they were supposed to call us a day prior or send an email and never did. We have made payments on a product we have not even received after a month and when we called they said that if you order something and schedule delivery that is over 3 days after they won’t hold it for you so our bed sold out. They never said anything about that in store and the customer service is horrendous. We spent $7600 at this store and after all of this the most they could do is $200 off and still have zero idea on when we’re going to get our bed. We moved states away and went to have this scheduled and then we find out by calling them that they don’t have it and it might be in stock a week later. Called a few days later and come to find out the date was pushed back again with no contact. I wouldn’t recommend going to this store ever, let alone give them your hard...