Mattress Warehouse of Short Pump

We went in just to check prices and see what might be available. We were not planning on purchasing anything that night and we told our salesperson Kim as much. She was accepting of the fact we were just looking and could not have been more helpful. She showed us mattresses in our very low end budget and she explained different features and options. Kim was friendly and funny. Another salesperson, Cedric was attentive to us too. We compared prices with online options. We ended up buying the mattresses that night for a great price. They arrive this week! I’m so glad we stopped in just to check the prices!

We were on our way to Sleep Number to go drop a lot of $$$ on one of their air mattresses when we passed by the Mattress Warehouse. We decided to see what they offered so we would have a baseline. We were greeted by Hal the store manager who was not pushy at all. He had us get on the test bed (very cool btw) to find the right bed for my wife and I. Once we had the print out we walked around the store checking them all. Hal knew his stuff about each bed and rattled off how they were made, warranty, pro’s/con’s etc… He is not a salesmen but rather just their to educate you on what is best for you.
We ended up buying our bed from Hal. Delivery is included and the delivery team was on time and did a full set up. Also, they have a guarantee for a year after purchase that if you find the same bed at another store for cheaper they will give you ½ of your money back. Great experience overall!

Great experience shopping here! I got a fantastic mattress, and am sleeping better than I have in years. Awesome customer service, reasonable prices, and fast delivery. I am very pleased with this store and would recommend it to a friend. Ask for Hal! (and go for a Kingsdown mattress… It’s worth it)

Well I purchased 3 mattresses from here. I have never been more satisfied with employees, paperwork and the quality of my mattresses and I have purchased many in the last 4 years and I am a thorough shopper looking for quality and reasonable prices for the product. I shopped within a 50 mile radius of this specific store and couldn’t find better. I will always buy from this store in the future and recommend it to everyone :) Very satisfied customer !

If you think it’s reasonable for a store to take 90 days to replace a defective product covered by warranty, by all means shop here. If like me (and the rest of the human population not committed to a mental institution) you think it’s ridiculous, definitely DO NOT SHOP HERE. The sad sordid story is below.
I bought a Stearns and Foster queen set from this location. The salesperson misled me by saying this particular set had a 30-​day money back guarantee. After charging my card the $ 1800 purchase price, he was surprised to discover that S&F was not one of the manufacturers offering this guarantee. The lack of a guarantee wasn’t a deal-​breaker for me so I didn’t fight it. I should have known this would be a sign of bad things to come.
Getting the mattress delivered was not straightforward. I had to cancel the original delivery date due to a last minute business trip. It took about another ten days to get the mattress delivered. Delays happen but the communication by the staff was very poor and required at least a couple of phone calls to get sorted out.
About a month later one of the wooden slats in my box spring broke. I called the store as directed in the warranty documentation to start the claims process. I was told that the inspection company they subcontract to had a bit of a backlog and that it would take about three weeks to get an inspector out to examine the damage.
Oh, if only it’d taken just three weeks! What followed is the most ridiculous game of phone tag I’ve ever played in my life.
it required five phone calls to Mattress Warehouse and two calls to the subcontractor just to get the inspection scheduled. When the inspection was performed, the gentleman told me that both the mattress and box spring were found to be out of spec and should be replaced. He said that I should be hearing back from the store soon but of course this didn’t happen.
To move this process along, I had to make four more calls to Mattress Warehouse and another to the subcontractor to get the paperwork pushed through. The only way this matter finally got resolved was for me to shout at an employee over the phone, something I NEVER do. The woman I spoke to was very apologetic and to her credit, she worked with corporate to get things sorted out before the end of that day. I received a letter summarizing the warranty findings and was able to set a delivery date for the replacement set. However, this took about another two weeks to arrive «because of the President’s Day holiday.» Ugh.
All in all, it took exactly 90 days from the date I first called Mattress Warehouse to get the replacement set delivered.
It became clear to me that the inspection company was not at fault and the delays in the process were caused by Mattress Warehouse staff. There were at least five separate times that a salesperson promised to «call me right back with an update» only for me to have to call them back a day or two later to get a status update. On two separate occasions I was told that the salesperson I spoke to last time was «not working today» and the person on the phone «didn’t know where they left my paperwork.» Really guys?
Does Mattress Warehouse have some bizarre arrangement with mattress manufacturers to make these warranty claims as difficult as possible? Were they hoping I would just give up? Or are they really that flagrantly incompetent?
I’ve wasted enough time on this review but hopefully by now you know to stay away from this place.