Mattress Warehouse of Salem — Local services in Salem

If I could give Mattress Warehouse zero or negative stars I would. Have bought two mattresses from them from two different manufacturers. Both were defective. First mattress exchange no problem. Second mattress was clearly defective but had a small stain on it. They didn't deny that mattress was defective but since it had small stain on it they would not give me full credit, however they generously, and I mean this is in the most sarcastic way, gave me credit towards buying a new new one.....why should I have to pay and why and only why do mattress manufacturers and retailers get out of replacing a clearly defective product due to a stain...thats how they get you to buy an entirely too expensive hot mattress cover that made my bed uncomfortable. Two years later mattress defective again. They are willing to give me another mattress without third party inspection, but are going to charge me $100.00 to deliver new mattress and if there is something wrong with existing mattress they do not refund $100.00. In their letter they gave me the option of returning mattress to somewhere in Maryland so I don't incur the $ 100.00 delivery charge. I LIVE IN SALEM, VA. Excuse me..but that is horse crap.So in four years I have had 3 mattresses become defective. And the second and third time they wanted and now want more money from them. I am a GM of a retail store and if I did business this way I would be out of business. I am not faulting retailer but Mattress Warehouse as a company and their policies. I will never grace the doorway of another Mattress Warehouse nor will I refer them. So...

I purchases a mattress on 02/21/2022. I was told the mattress would be delivered Thursday (02/24) or Saturday(02/26). The delivery did not occur. I contacted the store 02/28/2022 and asked when the mattress will be delivered or when they expect to receive it. I was told they would deliver on Thursday (03/03) and to expect a call stating the timeframe. I contacted customer service at 10:30 am march 3rd asking when my delivery would take place. I was never scheduled. I then scheduled yet another delivery to occur on march 5th. During this appointment, a letter holder was knocked off my wall. I contacted Corey Taylor on 03/03/2022 to discuss receiving my delivery fee back. He never returned my call that day. The next day, i contacted customer service and asked for a different manager to speak to and they provided me Kevin Keller’s phone number. I never received a call back from him. On 03/04/2022 i received a phone call from Corey Taylor that was rushed. I do not feel like he was hearing my frustration. He agreed to refund the delivery fee. He asked that i text his phone number with the phone number i used to place the order. On 03/15/2022, i sent a second text requesting to know if the refund had been requested. I contacted customer service today, who informed me no refund was requested and they would process the refund.

So basically, if you would like to spend your time being a manager and employee for this company, make a purchase with this store. But, if you value your time and do not want to spend weeks micromanaging a company you do not work for, please shop...

Just got this mattress yesterday. Kenny was nice but was busy when we were there with another family. The mattress that was delivered is clearly a lot firmer than the one on display. Was told I have to keep it 30 days before I can return it. That makes no sense. I’ll have to pay shipping and other “fees” as well on the next mattress as well. Delivery of this mattress started off bad but ended okay. Was supposed to have white glove delivery with them taking out the old mattress to the curb and wearing covers over their shoes and masks. Received automated phone call saying they would arrive in 40 minutes, 5 minutes later a truck pulled up. Then the delivery guy says they just deliver and refused to take out the old one. Also no shoe covers or mask. I told him they would have to take out the old mattress or I wasn’t accepting it and I was going to call the store. He then said he would take the old mattress “as a favor to me”. He did remove the old mattress and actually took it with him instead of leaving it on the curb. This is a to be continued story in 30 days when I try to get another mattress. Of course that will be after Christmas and the good sales will be over so not real...