Mattress Warehouse / SleepHappens.com

On 6/27/23 I went into Mattress Warehouse at Hancock Village Drive to look at mattresses. I met with a visiting sales person who showed me a few mattresses. I asked about the trial policy as I was very concerned about ending up with a mattress I didn't like. He said it was an easy return policy that I could return it or pick something else out and I had 100 days to do so.

I said I did like one mattress but it was quite a bit higher price than I was looking at. He stepped away and had another sales person come back with him, Jaana, who worked at the store. They informed me that there was a deal on it they could give me. The gentleman left and I asked some questions of the mattress and structure as I do have a latex allergy. She said she also has a latex allergy and has this bed in her guest room and can sleep on it without any issue and to not worry as they have a great return OR exchange policy if there was any issue.

I asked her for more information about that and she told me I had to try the mattress for at least 30 days and then if I do not like it that I had up to 100 days from the time of the delivery to either exchange or return it. There was just a delivery return fee of $19.99. I asked if removing my old bed was included in the cost of purchase and she said no.

I did not purchase at that moment as I told her I would need to think about it and was going to get lunch with the person who I was with, who had also heard all the discussions about the bed and the policies, and would come back afterwards.

I returned after lunch and asked the total price, the return policy and delivery set-up. I was satisfied with the price, the fact I was told I could exchange OR return the mattress within 100 days for a $19.99 fee and the fact they were able to deliver on my day off. I purchased the bed, frame and mattress protector.

Jaana handed me my receipt and I left.

On 6/29/23 the bed was to be delivered so I set out my receipt just incase something was needed. That's when I noticed there was more than just a receipt and that page 3 that stated that no returns were accepted ONLY exchanges equal or greater than the original cost PLUS delivery fee AND $19.99 removal fee. As Jaana said the paperwork was my receipt I thought that was all it was and thought additional information would arrive with the mattress so I am at fault for not looking through the paperwork however - I wasn't even given the paperwork until AFTER I made the purchase so that doesn't seem right either.

I called Mattress Warehouse to ask Jaana about this and was told she was not there and that I must have misheard every conversation I had with the sales people because they do not do returns at all. I reached out to the person who had been with me and they also said I was told there was a return OR exchange policy and the cost was $19.99. I was told that Jaana would call me back.

Unfortunately the bed had been delivered now and Jaana has not returned my call.

I called again on 7/1. Jaana again was not available and I was told she would return my call. I have yet to hear from her or anyone at the store.

I am still in my 30 days and hope it gets better but at this time my very expensive mattress is so hard I'm taking pain relievers after sleeping on it and I am sweating so much I can't sleep through the night.

This experience has frustrated me in the fact that I had asked the right questions and was flat out lied too. That's unacceptable to me.

Again - I am not even sure I want to exchange or return the mattress yet. I am making a point at this time because 1- I was flat out lied too and I don't appreciate it when businesses get away with saying whatever they have to to make a sale and 2- I've reached out to the sales person and have not heard back at all - I don't even know if she is being given my messages as the persons who answered the phone were very rude and dismissive to me. This is no way to treat people or run a business.