Mattress Warehouse of Rockville - North Potomac — Local services in North Potomac

Completely disappointed. I went to the store on New Year day (Monday) after a night of severe back and neck pain. The customer service was absolutely incredible and i was talked into making a very adult decision on my purchase. Brian was nice and patient with me, felt like I was chatting with a friend, and I left that store feeling like I made a good choice. I was told the bed I have now will be removed, and the new bed would be delivered and set up for me today and that I would get a call the day before notifying me of the timeframe in which the delivery would come. This is where it all went downhill. I never heard from anyone on Tuesday. Wednesday at 7am I get an automated call telling me my delivery would come between 8am -11am. I get another automated call at 7:30 informing me the delivery would arrive in 30mins. I didn't mind all this last minute dysfunction because I was too excited about finally having a good night rest. Something I have not had in a long time. The delivery guys get to my house at 8am. I crate my dog and show them where my room is, the guy raises his voice at me and tells me what am I going to do with my current bed. I politely let him know there is two strange men in my bedroom and one of them is yelling is not a comfortable experience. I informed him that I was told that my old bed would be removed and my new bed would be set up and I was not aware I had to dispose of my current bed so they could set up the new one. He apologized for being rude (unfortunately it was too late because first impressions really mean a lot to me). However, he calmed himself and said sorry for yelling and that it is the company policy that they would need to take a picture of my current bed and send it to HQ and they will determine if it is in good enough condition for them to remove the bed. He called HQ and put the conversation on speaker phone, and told the lady speaking that I refused to take my new bed, luckily for me she asked him why in which he told her I refuse to allow them to take a picture of the bed and they were not instructed to remove my old bed she was like OH WELL tell her to call the store when they open to get her refund, and they left. I didn't put up any resistance because I was already yelled at and didn't want to risk being label aggressive or "angry" so although I am extremely upset I kept my cool. Now I am just waiting for 10am so I can call the store demand my $4k back and find a store that has real customer service. So to be clear the sales experience was great BUT the delivery experience was horrendous.

Update: the store sales person Brian worked with me on a solution to get my bed delivered and set up. I received an apology and immediate action. Happy to report I had an amazing night rest on my new mattress last night and will be returning to this location for all future mattress purchases....

Edited on 11/18: 11/14 we went in to purchase and Mohammed went above and beyond accomdating my spouse and I plus our 2 year old. He was extremely nice and helpful and educating. They got 4K from us and could have gotten more but the delivery service they use is garbage and I refuse to continue to put up with it. The third party delivery service cost this business the sale of another full twin set up. It took them two whole extra days to deliver a twin size mattress and they still refused to install the headboard brackets from when they didnt do it when they delivered my king size. That was after it was supposed to be delivered the day before and we had to call the store multiple times to even find out what time and they still didn't show up and nobody ever bothered to call us to tell us they weren't. If we hadn't called we would have never known. My complaint is the dumpster fire of a delivery service that this location uses. I would love that company name so I can review them too. First off right off the bat one of the delivery drivers was rude. I was informed that they didn't even bother loading the bed for my child. But made absolutely sure that they brought the mattress cover for the twin we ordered. But brought the whole king size set up that we ordered. Then they continued to walk in and out of my house, leaving my door wide open, and staying outside for a good chunk of time just standing at the truck talking. We paid for them to install the headboard brackets. They didn't and I found the box for them under my bed. Nobody told me it was there. When I tried to find out when they planned on delivering my child's bed they shoved my on the phone with one of the rudest customer service reps I have ever dealt with. Basically they had Mohammed call us to tell us the twin would be delivered the next time but there is no time frame for the delivery. As you read above the bed did not show up on the second day but the third. The delivery company is trash, they don't do the things you pay them to do, they don't respect you or your home, and can't handle when you tell them this is your screw up not mine. Will I go back to this location? Nope. Mohammed is awesome and I'd love to continue to give him the business.But I will not deal with this delivery service again. I refuse. Sorry Mohammed. My husband and I know it's...

I have had back issues for years. Recently, I wondered if these issues were being aggravated by my mattress which was at least 15 years old. After recently sleeping on a hotel mattress, I observed that my back felt much better than at home; it was obvious that it was time to get a new mattress. I also knew that I could not just order a mattress online, because even if it had great reviews, it might not be the right one for me.

I decided to go to three different mattress stores. I was not just looking for the right mattress but I also wanted to work with with a representative, who I could trust in the decision-making process. I wanted someone who was systematic in guiding me as to what might best meet my needs. At only the Mattress Warehouse, where I was served by Mahnoush Mohsenian (store manager), were these needs met. Ms. Mohsenian first sat down with me and began a dialogue as to my sleeping preferences, sleeping style, etc. I then answered questions posed by the Mattress Warehouse “Best Match” software, which resulted in five possible matches of mattress within the store. Ms. Mohsenian then guided me through a systematic process of lying down/comparing these mattresses and I ultimately determined the mattress that felt best to me. But before purchasing the mattress, I wanted to come back on a different day to make sure that I still felt the same. Ms. Mohsenian understood and exerted no pressure for me to make a decision that day. I did come back a few days later, and I came to the same conclusion. I ordered the mattress as well as an adjustable bedframe (which I tried three different levels), which I have slept on for the past week. The difference has been very positive. The mattress feels so good when I lie down and I have little or no pain when I now wake up; in addition, the adjustable bed makes such a difference when reading or watching TV (I’m so glad that my son suggested the adjustable bed frame).

In completing this review, I wanted to complement Ms. Mohsenian for her expertise, her patience in answering all of my questions, and her guidance in this process. I came away very impressed, and I feel that I made the best decision for me. Thank...