Complaint Review: Mattress Warehouse

My fiance and I went into our local Mattress Warehouse office on February 25th. My fiances back was causing him alot of pain on our current mattress and we needed to get something that he could finally get a good night sleep and wake up with out pain. We came in early that day and went through the machine to see which beds would be suitable for both of us. We were then shown the different beds and pricing. We said we'd think it over and be back later. We returned in the late afternoon. Hassib, the salesman we saw earlier, was still there. We let him know which one's we were interested in and started the ordering process. I didn't really want to spend the kind of money I did, but thought, at the time, I was purchasing a nice, comfortable King size bed and track. We were told that it has a 90 days money back warrenty and that they usually prefer you try it for at least 30 days before making the decision is was right. That if after 30 days we decide we want something else, there is a restock fee of $199. The delivery was then set up for the next day. (which I also paid an additioanl amount for).

On the following days, February 26th, I received a call from their dispatcher at 7:20am stating they would be here between 8am and 11am. They showed at 8:23am, heard the truck pull up and looked out the window to see the 2 men throwing peoples mattresses, box springs, head boards and track boxes off the truck to get to ours, whcih was also thrown off. They then took our mattress and laid it on the stairs outside the house, where it slid down to the bottom and folded. They then came to the door with the track box and knocked. Said, "Mattress Delivery." then walked in, never said hello, never asked where it goes, nothing. Just proceeded back to the master bedroom and began putting the tracks together. The other man then came in with the mattress and laid it on the hallway wall.  The one putting the track together then pulled the mattress into the bedroom and laid it onto a nicknack stand and my parakeets cage. He could have knocked my birds over very easily and damaged collectable nicknacks. I had to walk outside because something told me this wasn't going to end well. I then see the other guy bringing the box springs up, one by one, and I guess us having stairs ticked him off. My fiance can hear this guy hitting the walls as he carelessly brings them through the house into the master bedroom. 5 minutes later, the one guy leaves and the one who was putting the track together hands me a paper and a pen and tells me to sign here and here indicating they delivered the mattress. Then they leave.

We go into the master bedroom and are speechless. They left ALL the plastic on the box springs and mattresses and put them ontop of the frame. The box springs didn't fit the frame, so when you even sit on it, it makes noise like an old springy bed. The mattress itself had a large lump at the foot becuase of their carelessness on the stairs and being memory foam, it wouldn't go back. They pushed the tracks into the wall, damaging the wall. They scratched up the whole wall and hallway walls, where you can see they dragged it along the walls and bumped it. Turning my white walls dark blue. So, we took pictures of everything and went straight to the local office where we purchased the set.

We explained everything that had just happened. Hassib appologized then got on the phone with customer service to report the incident and damage. We were told that they would send us a paper to fill out about the damage and they would replace the mattress. But they couldn't put us back on for delivery until March 2nd. On February 27th, we received a call from the department dealing with damage reports. We were told that they have a company that will come out and repaint the walls, etc. and that company would call us by Monday (Febraury 29th) to set this up with us.

On March 2nd, Got a call saying they'd be here between 11am and 2pm, two different guys came out to deliver the replacement mattress and remove the damaged one. The plastic was hanging off this time, seemed weird. They announced who they were and again, didn't ask where it goes, nothing. Then the guy comes back and tells me he needs 4 signatures. I asked what they were for, he said for delivery and the others for removal. I said, "OK. hold on a minute I'd like to look at the mattress." He then says, "Ma-am, it doesn't matter if you like it or not, I just need you to sign so I can finish making my deliveries." After he walked out, I immediately went to look, seeing how that response seemed odd. As soon as I walked into the room I could see this wasn't a new mattress. I ran out the house to get the guys and even while calling out for them, they took off. I took pictures; the mattress was litterally falling apart; seams coming apart, stitching hanging, the mattress is 2 inches shorter than the box springs, there is ink stains and what looks like urine stains in the center of the bed. NOT A NEW MATTRESS! I sat on edge and the bed was hard as a rock; this was NOT the mattress we brought but a down grade and used. I called the dispatch and told her what just happened. She then had delivery customer service call me. The name I spoke to, his name was Mike. He was rude fromt he get go. Said all he can do is schedule a new delivery for the next day. I told him that I was very upset as there was no way in the world we would sleep on a mattress that was used! I told him, I have now taken off three times (both deliveries and awaiting the people for the paint to schedule), I needed it first thing in the am.

On March 3rd, I received a call from dispatch telling me they would be delivering between 2pm and 4pm. I called her back and said absolutely not, that was not first thing in the am and I could not afford to take off again. She tried to get customer service to call me and they refused. She then called me back and said customer service said they would cancel the delivery and reschedule the next day. I told her this was not going to work. I have some nasty used mattress in my home and now, I wasnt it all cancelled and my money back. They could come pick the dirty thing up, but I've had it. We then went and saw Hassid at the local office again. Told him what was going on now and we wanted our money back. Explained that by them having the nerve to even think someone would be ok with a used mattress is disgusting and very illegal.I also said, to date, no one has called to schedule the painting as promissed.  He said he understood, especially after seeing the pictures, and said, "You're handling this better than I would." He then looks into the computer and said they never cancelled delivery, so he was. He made copies of my sales papers and said, "I will send your information to my corporate office. They will send you a refund, but I cannot do it myself, they have to." Then 2 seconds later says, "How about I give you 2 $50 pillows?" I said, "No thank you, that doesn't help with a nasty used mattress." He then says, "How about I give you this $140 mattress cover to make sure nothing getting in contact with you from the bed." It took all I had not to blow up at that, but my fiance then says, "No, that certainly isn't going to do and that doesn't help with the hardness of the mattress." I then said, "look it doesn't matter at this point, I want my money back and if I get the run-a-round, I will persue this and notify my bank." We get up to leave and now he says, "Ok, I'm sorry about all this. I'll let the corporate office know and they will call you to pick the bed up, then it will need to go to the warehouse and get checked in, then they will release a refund." Now I'm ticked. I said, "No sir, after that change in story, I'd expect my refund released at the time you have possession of mechandise, I certainly don't trust anyone at mattress warehouse now, and I also expect someone to still fix the damage they caused. I'm done with the games. I'll expect to hear from your corporate office tomorrow." And we left.

Today, March 4th; I get yet another call from their dispatch saying delivery (NOT PICKUP) was scheduled for today between 3pm and 5pm. I immedicately sent an email to their corporate office demanding a response and refund; I explained everything in detail, seeing how my delivery wasn't cancelled, I'd assume they're still doing the run-a-round. That was sent at 8:30am. At 3:16pm, I received a called from an unknown number, on my way to work. My fiance answered and the man immediately gets rude with him telling him that he's at our home with our delivery. My fiance told him that it was cancelled. He tells him that he will call his dispatcher. 15 minutes later, while I'm now at work, I get a call from his "dispatcher" telling me that her guys are there and what do they do? I told her that it was cancelled because I told them I wanted my money back after the last delivery was a used mattress. She began to argue with me and I told her, "I'm not going to waiste my time arguing with you. I have pictures, the local office has seen them and it most certainly is a used mattress you all put into my home as new. I'm not going to set here on the phone arguing about a delivery that should have been cancelled." She continued, I ended up hanging up on her. I have never seen and heard anyone give so many excusses and run-a-round with something that should have been a very simple things to deal with. I expect my money back and the damage repaired, otherwise I will make sure they get in trouble for selling used as new violating state and federal laws, and make sure if I file suit to make it very public. There's no excuse in taking advantage of people and playing them like they're too stupid to know better. I even told themm that the "restock fee" isn't relevant when they gave me a used mattress and since they now have signs up stating "Free Delivery: then why was I charged?