Mattress Warehouse

unknown

Purchased a Simmons mattressappox. 3 years ago. Mattress did not hold up. It had a 10 year free replacement warranty. Mattress Warehouse sent out an independent company to inspect. It was determined that it qualified for replacement. However, I was also told that there was no equivalent model to swap it out with and, because of that, I could use a $1200 store credit. One of the requirements was that the $1200 could only be on the retail (non-sale) price of whatever I picked. Problem is, the mattress when originally purchased was $2500 on sale for $1500 (also included box spring). So I should have been able to use the $1200 against something on sale. So my option was to either put additional money into a mattress to get something I considered equivalent (I don't believe there was nothing close to what I had), or pay nothing and swap it out for something inferior. I took this to MW corporate and all they did was repeat store policy. I also did not understand why, if the warranty was from the manufacturer I was forced to continue to deal with MW. I contacted Simmons and they said that as long as the retailer was in business, it was between me and them. Additionally, when I was scheduled to recieve the replacement, I was to get a call between 8 - 9AM with an estimated delivery time. I got called around noon to say the truck had broken down and I would not get it that day. They were good about rescheduling, but I thought they should have just gotten another truck (rental if need be) and live up to the delivery commitment. Oh yes, I still had to pay for delivery because that is "not part of the warrenty".

I ended up paying a lot more than what I wanted to. It is adjustable at the feet and head. Now my back bone doesn't hurt, nor does my foot hurt.

The location I used is no longer there. The overall experience with the job was just fine. I have not been happy with the mattress. They came on time for the delivery. I would probably not use them again. I was satisfied with the purchase at the time I made it. I don't think the bed they delivered was the same as the bed at the store. It felt more comfortable in the store and it has already started to sag within a year.

Although we were told we were getting this mattress at a discounted price, it's impossible to tell because mattress stores all use different model names. There was some difficulty with delivery (they came a few hours late on Saturday and then called again on Sunday to schedule another delivery. I guess we could have gotten two mattresses!). Any complaints I have with the mattress itself (indenting already) are with Sealy and not Mattress warehouse, but I don't think the experience was outstanding enough to recommend to others.

A company rep called me and said an employee emergency interrupted my Sunday delivery. I appreciated the call, however, I never received the promised follow up call to reschedule. After I initiated a series of calls on Monday, I was told I would have to wait until the coming Thursday for a delivery and that an earlier delivery was in NO WAY possible. I expected better customer service after a top of the line purchase. Surprisingly, I was called on Tuesday by their personnel to deliver the mattress and box spring set. I believe this was due to my several calls as prompt delivery was important (the company was aware of this). I was finally satisfied, but believe the company should have better considered the customer needs vice moving me, or any one else affected, to the back/end of the delivery cycle.

I STOPPED IN THIS STORE TO INQUIRE ABOUT HAVING A DAY BED MATTRESS MADE TO FIT A BED I HAD INHERITED BUT WANTED TO REPLACE THE MATTRESS. THEY ORDERED ONE FOR ME AND 10 DAYS LATER, THEY CALLED FOR ME TO PICK IT UP. IT WAS A PERFECT FIT.