Mattress Warehouse of Lynchburg - Lakeside — Local services in Lynchburg

I never write reviews for places, but I have to say, this place had great customer service - and I have a story to go with it. I can tell that Mattress Warehouse as a whole is a company that actually puts the customer's best interest first. Gavin Halliday, the service representative, went above and beyond to give us an excellent mattress shopping experience.

I went in with an idea of what my fiance and I were looking for, but I came alone this time. He asked me some good questions about how we sleep to tailor the options for us, and pointed us to 3 or 4 beds within our price range. I carefully picked out what I thought was the best one for both my fiance and I. Gavin, the service representative, gave me a great deal too within my price range. Since we had already tried lots of different mattresses out before, I thought I would surprise my fiance with a great mattress. I invited my fiance to come and test it out in the store later that day... and well, she didn't like really like it as much as I thought she would. She thought it was too firm. Gavin, the great customer service rep that he is, offered that we could exchange it for another mattress that we both loved equally that very same day, for the exact same price (which was also a great deal), with no additional hoops to jump through. Talk about saving my butt!

I also really appreciate their mattress 100 day trial policy. This allows you to exchange your mattress for another one of equal price (or greater price, if you pay the difference) if you don't find it as comfy as you thought it was in the store after sleeping on it at home for at least 30 days. And I love how you can ask them to ship it to any address, at any far out date, and even ask them to remove your old mattress. Lastly, the 10 year warranty is pretty clutch, to be honest. If your mattress sags at all or becomes worn in too much for comfort, they replace it with a new one of the same type free (just don't grossly stain it or rip it).

Overall, they have a good business model, with great service....

Ariel, the consultant at the showroom was very kind, knowledgeable and helpful in showing us the mattresses. She took the time to show us a variety of products and explained the pros and cons of all. We decided to purchase an adjustable bed/mattress and explained we had ordered new bedroom furniture that was to be delivered several weeks away from the day we purchased the adjustable bed. Ariel said that would be no problem and agreed to hold the adjustable bed/mattress until our furniture was delivered. Several weeks later I returned to the showroom to coordinate the MW adjustable bed/mattress delivery with the arrival date of the bedroom furniture at our house. At this point, a different MW male sales consultant stated he wasn't sure whether or not the adjustable bed we purchased from MW would fit with our new bed and further told me MW would not take the adjustable bed back if the new furniture and the adjustable bed were incompatible. We felt this should have been brought to our attention prior to the sale of the adjustable bed/mattress unit. In short, he informed me we were stuck with the purchase even if we couldn't use it and apologized for Ariel's failure to explain that. I wasn't impressed with his demeanor or attitude toward me or MW. After fifteen minutes of discussion, confusion and the threat that I would cancel the order and stop payment on the purchase; he finally explained the way the adjustable bed/mattress system worked with the furniture pieces. I called the furniture store sales rep (70 miles away) to confirm this and was told there was a good probability of a perfect fit with the MW adjustable bed/mattress system. With this comfort, I decided to continue with the purchase. The MW delivery team arrived the next day, quickly set up the bed unit, gave us a review of the controls, and they were very careful, neat and polite. When the furniture arrived two days later, the bed did indeed fit perfectly around the adjustable...

My experience with Mattress Warehouse on Lakeside has been one of the worst experiences I have ever had with a business. It feels like a total fraud of a company. I was lied to multiple times by Jennifer, who told me there was no on-site management (Surprise! It's her!), who failed to ever provide me the product I order. Somehow it's magically been in stock and then out of stock or discontinued after ordering it, or the truck never came, or the order has been nonexistent according to their own website every single time she has supposedly attempted to order it. They also sent us a USED mattress half the thickness of the one we initially order, which I'm pretty sure is illegal. Now I've been told she can't even issue me a refund even though she's the store manager, and I never received any product other than some used mattress. When I looked up this company on the Better Business Bureau, I found numerous complaints naming her specifically in this kind of scenario. Perhaps she's pocketing the money? Either way, I'm not sure how she's still employed here at all, let alone as manager when she can't even admit to a customer that she's the manager. It's been nearly a month since I paid for the mattress that I haven't received. At this point lighting my money on fire would have been a more...