Mattress Warehouse / SleepHappens.com

My husband and I recently bought a mattress set from Mattress Warehouse. The experience has been anything but pleasant and I would not advise anyone to buy from this company. From the moment we bought the mattress we have been deceived and treated as if we made the mistake. No customer service at all. The mattress we bought and was delivered in no way compares to the mattress we looked at in the store. You only have to lie on both for a second to realize they are different. The saleswoman who sold us the mattress set tells me that maybe ours will "soften with age" when she spent several minutes in the store telling us that the mattress we demo'd was the kind that "would not change a bit in 10 years because it is highest quality" . When we called to exchange the mattress we were trying to upgrade the mattress to a more expensive mattress with a pillow top. We were aware of the cost difference and expected to pay for the differnce. How ever at this point I want them to take the mattress back and refund our money back, OR, at the very least I want them to honor what I was told in the store and exchange our current mattress for the more expensive mattress I orignally wanted to exchange. Again we would pay for the difference in cost. I would prefer my money back. I am not confident that even if they did allow us to pay for the upgrade and exchange the mattress it would be the same one we liked at the store. After reading reviews on Mattress Warehouse I believe this is not just a culture within this particular store, but a corporate wide culture fostered from the top by the corporate leadership. My husband and I are both serving in the miltary and we worry about how our junior enlisted, junior officers and Wounded Warriors are being treated by this store as well as other Mattress Warehouse stores. We have spent enough time sleeping on the ground, on cots or just away from our families. Your bed back home is a real motivator and morale booster. It is disappointing to have saved money to get a good mattress and then lied to and cheated out of your money not to mention a good night's sleep. I plan on posting my experience and asking other military members as well as their families to post their experiences with Mattress Warehouse so other military members will not be fooled into buying from them in the future. Below I have given a timeline up to this date on the events leading up to this complaint. I have also submitted a formal complaint to Consumer Protection and will continue to pursue this in any way possible. Enough is enough. Too many of us have been taken advantage of and deceived by this company. 25 Feb 2011- Bought mattress from Mattress Warehouse. Was told several times by salesperson, (Margo) that we would be allowed to exchange the mattress for a different one from the same mattress brand and type. She said there were 2 mattresses brands in the store that had an exchange policy and our mattress was one of the two because of the cost and quality. Mattress price was $2249.99. We asked her twice just to be sure and both times were told it would not be a problem. A second salesperson, Steve, assisted Margo in putting the info into the computer for the purchase of the mattress. We were told the mattresses would be delivered 28 Feb and we would receive a call from the warehouse between 7:30-8:00 am letting us know what time they would be delivered. They waived the delivery fee of $65 and gave us a mattress cover for free at a regular cost of $99. 28 Feb 2011- Stayed home from work to wait for the delivery. 8:00 came with no call, 9:00 still no call, finally at 10:00 I call the store once it is open to see if they can tell me what time the delivery will be. Margo said she will call the warehouse and give me a call back. Received a call back from Steve letting me know they had put the wrong delivery date in the computer when we purchased it on the 28th. The new delivery date would be 2 March. 2 March 2011 - Stayed home from work again. Did not receive a call from the warehouse until 12:00 letting me know the delivery would be between 2:00-5:00. Once the truck arrived the mattress was brought into the house and taken to our bedroom. At no time did they ask me if it was ok to remove the plastic or boxes from the new mattress set. Once they carried the mattress up the stairs they were surprised when I told them they were suppose to take the old bed away. I was told it was not on their sheet to take the old mattress and they were not allowed to take it with them if it wasn't on their sheet. Finally, one of them calls back to the warehouse to get permission. They were given verbal permission after much discussion and they took the old mattress set with them. 2 March 2011 - Receive call that same evening saying we need to pay a "recycling fee" of $45 for the old mattress. We put the $45 on our credit card and hung up surprised. 5 Mar 2011 - I call the store back and tell them the mattress is clearly harder than the one we demo'd in the store...so hard it was beyond compare...perhaps a manufacturing defect, or the one in the store softened over use. We would like to exchange it for a more expensive mattress with a pillow top from the same brand. At first I was told they had a "no exchange policy", but when I told the gentleman the brand and type of mattress we had purchased he said yes we could exchange it and he would have Margo call me back to get my credit card information and schedule a delivery date. The new mattress I was wanting to buy cost $499 more. Margo calls back and tells me there is no problem exchanging it and takes my credit card info for the difference in price between the mattress I originally purchased and the new mattress. I give the credit card info to her and she says she will call me back with a delivery date. She explains it may take up a week to 10 days before it is delivered because if they do not have any in the ware house. My credit card is charged for $499. 5 Mar 2011 - Receive a call back from Margo stating my request for an exchange had been denied and that they have a "no exchange policy" at Mattress Warehouse. I am stunned and remind her she had told me when we purchased the mattress we could it exchange it if we needed to do so. Margo then denies she ever told us that we could exchange the mattress. I ask for the number of her boss and she gives me the number for Customer Service. 5 Mar 2011- Receive a call back from Margo because she has "good news". My credit card transaction was cancelled and I will not be charged the $499 since the exchange was denied. Still no explanation regarding the exchange policy and she still denies telling us we could exchange the mattress. I tell her I will call Customer Service on Monday. 7 Mar 2011- I call Customer Service and speak with Jennifer. I start to give her our customer number and she explains they do not have an electronic system to pull up my purchase. She takes all of the information and writes it down. She then repeats all of the info I have given her to make sure she has it written it down correctly and tells me she will call back in the next 24-48 hours. 10 Mar 2011- Still no call from Jennifer or anyone else from Mattress Warehouse. I call Customer Service and again speak with Jennifer. Jennifer does not remember me and I tell her I understand because I am sure she handles a lot of calls. Once she pulls my paperwork she tells me she hasn't done anything with it. She said she did call the Regional Manager and left a message, but he had not called back and she forgot to follow up with him. She tells me she will try to give him a call now and will call me back later in the day. 10 Mar 2011- Regional Manager, Brian, calls me back and again takes all of my info. Once I have finished explaining my situation he asks me if I signed a no-return/exchange policy when I bought the mattress. I told him I did not think so. Brian then goes on to tell me that there are 2 mattress types in the store that do have an exchange policy and the one I bought was not one of them. When I tell him we were told by Margo that this was one of the mattresses he says that Margo was incorrect and confused on which 2 mattresses did have an exchange policy. I tell him that is not my problem and I should not be expected to be out $2200 for a mattress that does not work for us because one of their salespeople is not aware of which mattresses have an exchange policy. He says he is going to talk with Margo and will give me a call back in 24-48 hours. 11 Mar 2011- Margo calls back and leaves a message on my phone stating she has the paperwork in front of her where we had signed the "no-return/exchange policy and we will not be allowed to return or exchange the mattress. She says she is sorry this didn't end in a "happy" way. 11 Mar 2011- Return Margo's call and tell her I am going to file a formal complaint with Consumer Protection and will also file a complaint with Consumer Affairs. I also tell her I have looked at the number of negative reviews about Mattress Warehouse and will post my experience on these sites. I ask for Brain's supervisor contact info and am told it "won't do any good" to contact him. She shares my situation is not a new one to Brian and she cannot assist me. 14 Mar 2011 Nothing resolved at this point. Formal complaint filed with Consumer Protection as well as Consumer Affairs. Contact numbers for my POCs at Mattress Warehouse: Mattress Warehouse store 12129 Rockville Pike Rockville, MD [protected] Margo was the salesperson Customer Service [protected] Jennifer Regional Manager [protected] Brian

Damage Resulting

Missed day and a half from work. Currently sleeping in guest bedroom and not sleeping well.