Mattress Warehouse Reviews 178

Don't go here! Comfort exchange is a lie! I was changed for 2 beds I only have one! I'm super sick which is why I needed a new bed because I'm often bed ridden! Now I'm stuck paying for a 1200 bed that I paid 100 to return and 4900 for the second one. They put everything on my charge card and could care less now that they got all that money! Super upsetting! There's more but that's how good of a person I am! Worst stores ever!

Our sales representative Jennifer was knowledgeable, professional, pleasant to deal with. She did her best to satisfy our requirements.

Now, Mattress Warehouse is stating that they will just give store credit for the original amount, no pillows, and have to pay $124 to even just get the store credit. Their Comfort Exchange is a complete lie!

Is this the kind of place that gives mattress stores a bad name? So far, it definitely has been the worst mattress buying experience ever! Mattress Warehouse is trying to change the agreed upon deal after they got paid. Buyer beware of this place! I would have definitely been better off going anywhere else! Dishonest business practices going on here!

Update: So, the Mattress Warehouse response is a generic one to make them look good in their reviews. I emailed them AGAIN, and complete crickets. No response from them at all. I definitely should have gone elsewhere for a mattress. Complete nightmare. Freaking joke of a company.

Can’t recommend this company or the Camp Hill location. Recently spent over 2 hours in the store picking out a new mattress, which I was very excited for. Spent over $3000 and was assured they offer “white glove delivery service.” As part of my order, I bought an adjustable base that the store placed on sale because it needed to get rid of what they had in stock. This was an extra delivery charge because the truck had to get it at the store first. For some reason, that made delivery only available Tuesday-Thursday. Since I work on those days, I asked if there were any other options. The salesperson mentioned that if I picked up the base myself, then they could deliver on Friday or Saturday. Would they still setup the base for me if I picked it up myself? Yes, he assured me. I also asked about the cost to have the old mattress and box spring removed, ultimately deciding I would instead donate them. I was not told that the delivery men would be unwilling to help move my current mattress then to replace it with the new base and mattress. Since I live alone, one can only assume this is part of the “white glove service.” My 77 year old dad went to pickup the base with his van. When he arrived, we realized it was very heavy, so we placed it in the garage. Today, the delivery people came 15 minutes before the delivery window I was given. So I, of course, was not fully ready for them. They were very rude the entire 5-10 minutes they were at my house. They refused to help carry-up the base or to help set it up, despite the assurances that they would. They refused to help move my old mattress so we could put down the new one. They told me
to call the store but gave me no time to talk to anyone. Also, no one answered at the store. The men just left my brand new $3000 mattress leaning against the wall in my bedroom, blocking the entrance to my closet and restroom. I then drove to the store in Camp Hill since no one answered the phone. At 10:30, the store was locked. I called the Mechanicsburg location and finally got someone to help, but they are unable to send a crew back until tomorrow. I now am worried that storing the mattress on its side may cause issues. Needless to say, the delivery crew was terrible and could clearly care less about customer service! They just wanted to be done as soon as possible. Very disappointed and will never use Mattress Warehouse again. I recommend others avoid as well!

I would leave no stars if I could, and still rate this lousy store. I purchased a mattress protector for over $200. I didn’t realize my husband purchased one as well. I wanted to return it, immediately got it and then I went over to the store i didn’t even open the package. Went to the store in my area lady wasn’t even in the store when I walked in she was outside pretty lame aside from that, She wouldn’t accept it at the store and she told me I had to contact online, contacted online and they were rude and shut me down. It’s no wonder that your store has two stars if that a return policy that is absolutely pathetic. If the package is never opened , there’s no reason why you couldn’t accept it back but what it tells me is that your sales are awful and that’s why you don’t accept returns. If you were a reputable company, you would accept a return, but you’re not so my advice to anyone shopping here don’t! Go to a reputable store like Raymour Flanagan who will stand by their product and they will accept it as a return if needed. Pay the xtra money if you really need a mattress or an accessory don’t buy anything from here because they’re return policy is absolutely ridiculous.They won’t even respond to an email. They won’t give you the courtesy of a response. Their customer service is awful and you will get nowhere if you have a problem. Pay the extra money, get it somewhere else they don’t stand by their products. And they don’t respect the customer.

The experience was very helpful, wonderful person, hosan, one of the sales people who helped us. He was pleasant and nice, and I would recommend 2 people to come to this Torch. God plus

Worst experience ever bed was 5 hours late being delivered.I received a phone call early in the day from customer service stating that my bed was damaged, and they were still delivering it. Then corporate was contacted Miss Ashley was not helpful at all so she referred me to the regional manager Chris Spennit that never contacted me. Overall I got a refund. I would Not recommend this company to anybody.

Different kind of review here. Have family that previously worked for these clowns. Not by choice, when this company bought stores from another mattress company her store was one of them. Crazy thing is family member went from a star employee to insubordinate in a few weeks. Maybe because Mattress warehouse lied about pay, commissions and culture. It’s cool though family member will be back with the company they loved to work for in no time. Don’t buy from these clowns, if u read the costumer reviews they suck but they also treat their team members like trash.

Buyer Beware!!!!!!

Never again will we ever go to another Mattress Warehouse!! We went to the Waynesboro, VA location on Lew Dewitt Blvd in December 2024. Our Sales Associate was Gabbi Murren [540-470-3113]. We explained to Gabbi that the Wife is a Senior Citizen / Stroke Survivor who has been suffering from chronic pain down her entire right side for almost 8 full years and that a new Bed was to help her with this chronic pain.

We were looking to replace our Sealy Posturepedic because it had a more Pillow like top to it. Gabbi convinced us to go with a better Tempur-Pedic [twice the money], saying this would be more helpful. As the Resident Expert – we believed her. We tried out a few Mattresses and walked around with Pillows given to each of us in a nice Casing. When done we purchased the Tempur-Pedic and bought 2 Purple Pillows [for $179.00 each] because Gabbi said the Pillows would help align our Necks with the new Mattress. Again – we believed her!

The Mattress and the Pillows arrived, and 30 days later the experience was awful. My Wife’s chronic pain was worse and she was back sleeping in the Recliner. There is a one time exchange and it was then we were told only for ‘Equal or Greater’ value – Mattress Warehouse does not do Refunds!!

The Pillows did not last in our room for more than 3-days. My Wife insisted that we remove them because they smelled. My Wife said these were not the Pillows we used when at the Store. Those were firm and these were flabby and smelly. Gabby apologized about the Pillows, but they were not Refundable either!

As we were doing the exchange I specifically noted to Gabbi her allegiance to Mattress Warehouse Policy and that her Customer Satisfaction, especially for a Stroke Survivor suffering from chronic pain took 2nd place. She had nothing to say but did continue with the Equal or Greater value exchange options.

I told Gabbi I wanted to register a formal complaint with the Corporate Office. Gabbi gave me the number [301-682-8504] and after 3 separate calls to Mr. John Gibson, Corporate Customer Care Manager, he finally became available to take my call. I was not even 30 seconds into the details of my complaint when John Gibson interrupted me and said he would transfer me to the Area Division Manager – Corey Taylor. John Gibson, the Corporate Care Manager, could not get away from me fast enough!!!!

I called Corey Taylor [571-430-3053], the Area Manager a few times. It’s now been over 14-days and nothing from Corey Taylor. Why am I not surprised!

As we got into the car to go Home after the exchange my Wife said in the car – Gabbi really put the screws to 2 Senior Citizens. I agreed but also realized it was so much more. Gabbi put the screws to a Senior Citizen / Stroke Survivor who is today still suffering from chronic pain. We were upfront with Gabbi! Gabbi knew what she was dealing with. We trusted her……and she was more interested in making the $$$$.

The Pillows went out with the trash – goodbye $358.00. The Wife is not sleeping on the exchange Mattress – goodbye a lot more $$$$.
It was an expensive lesson to learn going to Mattress Warehouse!!!!

We learned the hard way ($$$$) and it was very expensive --- Buyer Beware!!!

If I could give them zero points I would! They are complete gangsters! My niece had been waiting over 2 months for her bed to be replaced as they sent her a king sized mattress and a double frame !! They are not answering her and saying that they will deliver on different days and not showing up ! Disgusting behaviour! This is a criminal offence and they must be a sham company!

PLEASE READ!! BE AWARE Scott Sales Manager was condescending and as no respect for women. Same as Tom Regional District Manager. Was charged interest 2 weeks after mattress was purchased. In store advertising in no interest for 3 months. Was scammed into buying a mattress protector that was 250 dollars and made 5 dollars mattress feel so slippery was not able to use or return it. DO NOT SHOP THERE! THEY ARE IGNORGANT AND NOT HONEST.

Ordered 2 bed on behalf of my sister last week. She is not on FB. Ordered last Tues. Told delivery on Fri. Didn't happen. Told would be delivered on Sat. Phoned emailed PM, no reply whatsoever. Don't waste your time on them. Wonder how many actually bought and received items from them. My sister cancelled both beds this morning

Absolute gangsters.stay well clear,avoid !!!!
Brought down wrong bed parts,promised id have right ones sent down....They Didn't !!!!
now complete radio silence and ignoring calls ,messages etc...AVOID AVOID AVOID!!!!!

The products at Mattress Warehouse is good and alright

Kevin Keller and Carl Papafio are both bona fide liars. MW corporate is like a Hollywood movie set. From one angle everything looks fine, but when you change your view you see it’s all fake.

They have a skeleton staff serving hundreds of stores and the biggest single asset the company has its sales people they try to take advantage of every chance they get.

I’ve never ever worked somewhere that needed union representation more because of how upper management takes advantage.

They are a $300 million dollar a year company completely lying about the volume or lack thereof of marketing being done. Smaller competitors are out spending them regularly on advertising.

However the executive team likes to talk out of “both sides of their mouths”, acting as if they are doing the right amount of advertising when the budget is a fraction of what it should be. Then they actually talk about “taking market share “. Which is utterly ridiculous when you know you aren’t doing your due diligence advertising.

There isn’t even the illusion of a work/life balance. These people will have you working almost 12 hour days and in some instances working up to 59 hours a week.

Due to the skeleton corporate staff they really don’t have a HR department.

They have a person who wears multiple hats and is their “corporate stooge” and is not “impartial “ in the least.

It’s a joke. This company is a joke. Consisting on liars trying to protect six figure incomes, while the “foot soldiers “ are working 11.5 hour days in horrible conditions at times.

District managers like Carl Papafio do absolutely nothing. They train no one. They motivate no one. There wasn’t one single thing in his morning meetings he’d discuss that I couldn’t learn reading a sales report. He’s completely worthless as a manager and a bona fide liar (Won’t go into the specifics but both Carl and Kevin lied about my “departure “.

Beware this company is “warm and inviting “ at first. There are horrendous liars and eventually people figure it out.

The word they fear more than any other word is UNION. I’ve already reported them to the wage commission and this review is just the first step.

However like the old saying goes, what goes around, comes around. And MW has created so much bad will because of liars like Kevin Keller that eventually no one will want to work for them.

And those who do are for the most part aware they work for liars who have absolutely no regard for a work/life balance for you

District manager Carl Papafio is a perfect example. He does absolutely nothing. His meetings are a complete waste of time.

He also is a bona fide liar who is willing to attempt to “throw you under the bus” without warning. I personally have experienced both Keller and Papafio creating a huge lie to cover for my termination.

Actually lying about the circumstances. Lying to the state of Maryland too. Fabricating a story directly to the state of Maryland.

They have no morals whatsoever. The most unscrupulous company I’ve ever encountered. Ran by talented liars whose days are numbered.

The Kernersville location - The manager, Michael, was approachable, knowledgeable, and a pleasure to do business with. He was patient and answered all of our questions. We didn't feel pressured to make a decision and he made himself available, the next day, to answer our questions before we made a decision. No one likes shopping for a new mattress, but we will tell all of our friends about our positive experience dealing with Michael at the Kernersville location.

I purchased a mattress online on 1/7/24. Unfortunately, I had to cancel my order the following day (1/8/24). As of 1/31/24, I am *still* waiting on a refund. I have called their Customer Service department multiple times and got voicemail twice. When I did get someone on the phone last week, I was told that the last step of my refund was going through. Still no refund. I understand waiting 7-10 days but we're at day 17 today. I don't think the refund has even been issued yet as I have no pending credits on my account. Very, very disappointing.

Lynne at the Tullytown branch was very friendly and extremely helpful. Confident that we picked out the best mattress possible for me and walked me through the process with ease. Thank you!

Andy from Rio Grande, NJ 1708 Route 47 was very good at selling us a king size bed. He’s very respectful and kind and will do what he can to get our business.
Trust me we have done our homework on searching for the right one.
Thanks Andy,
Joe Deluca & Belinda Burns

Andy in the Riogrande N.J store was very friendly, knowledgeable and supportive. Didn't realized there was so much involved buying a new bed. Very pleased with our purchase and all the support from Andy.