The Mattress Warehouse
4.6|6,298 reviews
FM
F M
1 reviews | Active since Member
28 May 2026, 11:35
Poor Service, Broken Promises & Mattress Quality Concerns – Mattress Warehouse
I am extremely disappointed with my experience with Mattress Warehouse regarding two Sealy Welford Medium mattresses purchased on 29 August 2025 and 01 September 2025 (one purchased on my account and the other on my wife’s account).
From the beginning, the customer service on both purchases was poor. Following my dissatisfaction, I raised concerns publicly on HelloPeter and was subsequently contacted by the company, who offered pillows after requesting that I remove the reviews. I accepted this in good faith, believing it reflected genuine customer care and a willingness to improve the situation.
Unfortunately, my experience has only worsened.
The quality of the mattress I have been using has been disappointing and not what I expected from a Sealy product purchased through Mattress Warehouse. More concerning is that the second mattress remains completely sealed and unused, yet when I contacted Mattress Warehouse to request assistance in exchanging it for a better-quality mattress (with me paying in the price difference), there was little to no interest in helping.
I was told that a customer manager would contact me, but no one ever did. No follow-up, no accountability, and no attempt to resolve the issue.
As a paying customer, I find it unreasonable that an unused, sealed mattress cannot even be considered for an exchange where I am prepared to pay additional money for a better option. The lack of customer care, poor communication, and dismissive attitude have left me feeling ignored and misled.
I genuinely tried to resolve this amicably and privately, but after repeated disappointment and unfulfilled promises, I feel compelled to raise this concern publicly again. I hope Mattress Warehouse will finally take accountability, engage meaningfully, and provide a fair resolution.
Helpful (0)
Replies (2)0
Replies (2)The Mattress Warehouse's replyOfficial
28 May 2026, 12:19Good day, Midzi
Thank you for reaching out and sharing your concerns.
Please note that our Customer Service Manager was informed and will be in contact with you to discuss.
Kind regards,
The Mattress Warehouse
Thank you for reaching out and sharing your concerns.
Please note that our Customer Service Manager was informed and will be in contact with you to discuss.
Kind regards,
The Mattress Warehouse
Best regards,
The Mattress Warehouse's reply28 May 2026, 12:19
Official
Good day, Midzi
Thank you for reaching out and sharing your concerns.
Please note that our Customer Service Manager was informed and will be in contact with you to discuss.
Kind regards,
The Mattress Warehouse
Thank you for reaching out and sharing your concerns.
Please note that our Customer Service Manager was informed and will be in contact with you to discuss.
Kind regards,
The Mattress Warehouse
Best regards,
FM
F M's updateReviewer Update
28 May 2026, 15:02I believe consumers deserve transparency, which is why I feel compelled to share this concern publicly.
After posting negative HelloPeter reviews regarding poor service received from Mattress Warehouse, I was contacted by the company and offered pillows after concerns had already been raised. During this engagement, I was encouraged to remove the reviews and left with the impression that a more positive or “green” review would be appreciated.
At the time, I accepted the gesture in good faith, believing this reflected an effort to resolve legitimate customer concerns and improve the experience. I therefore removed the original reviews, expecting meaningful customer care and proper service going forward.
However, with ongoing service issues and unresolved concerns, I now regret deleting those honest reviews.
What concerns me most is the broader principle: if dissatisfied customers are encouraged to remove negative reviews after receiving incentives or gestures, it raises questions about whether public reviews always reflect authentic customer experiences or whether some customers may feel pressured to soften or remove criticism.
To be clear, I am sharing my personal experience and concern as a customer. Consumers rely on review platforms to make informed decisions, and transparency matters. Companies should focus on resolving problems properly rather than creating the perception that criticism can simply disappear.
I hope Mattress Warehouse addresses customer concerns meaningfully and ensures customers feel heard without feeling encouraged to withdraw honest feedback.
After posting negative HelloPeter reviews regarding poor service received from Mattress Warehouse, I was contacted by the company and offered pillows after concerns had already been raised. During this engagement, I was encouraged to remove the reviews and left with the impression that a more positive or “green” review would be appreciated.
At the time, I accepted the gesture in good faith, believing this reflected an effort to resolve legitimate customer concerns and improve the experience. I therefore removed the original reviews, expecting meaningful customer care and proper service going forward.
However, with ongoing service issues and unresolved concerns, I now regret deleting those honest reviews.
What concerns me most is the broader principle: if dissatisfied customers are encouraged to remove negative reviews after receiving incentives or gestures, it raises questions about whether public reviews always reflect authentic customer experiences or whether some customers may feel pressured to soften or remove criticism.
To be clear, I am sharing my personal experience and concern as a customer. Consumers rely on review platforms to make informed decisions, and transparency matters. Companies should focus on resolving problems properly rather than creating the perception that criticism can simply disappear.
I hope Mattress Warehouse addresses customer concerns meaningfully and ensures customers feel heard without feeling encouraged to withdraw honest feedback.
FM
F M's update28 May 2026, 15:02
Reviewer Update
I believe consumers deserve transparency, which is why I feel compelled to share this concern publicly.
After posting negative HelloPeter reviews regarding poor service received from Mattress Warehouse, I was contacted by the company and offered pillows after concerns had already been raised. During this engagement, I was encouraged to remove the reviews and left with the impression that a more positive or “green” review would be appreciated.
At the time, I accepted the gesture in good faith, believing this reflected an effort to resolve legitimate customer concerns and improve the experience. I therefore removed the original reviews, expecting meaningful customer care and proper service going forward.
However, with ongoing service issues and unresolved concerns, I now regret deleting those honest reviews.
What concerns me most is the broader principle: if dissatisfied customers are encouraged to remove negative reviews after receiving incentives or gestures, it raises questions about whether public reviews always reflect authentic customer experiences or whether some customers may feel pressured to soften or remove criticism.
To be clear, I am sharing my personal experience and concern as a customer. Consumers rely on review platforms to make informed decisions, and transparency matters. Companies should focus on resolving problems properly rather than creating the perception that criticism can simply disappear.
I hope Mattress Warehouse addresses customer concerns meaningfully and ensures customers feel heard without feeling encouraged to withdraw honest feedback.
After posting negative HelloPeter reviews regarding poor service received from Mattress Warehouse, I was contacted by the company and offered pillows after concerns had already been raised. During this engagement, I was encouraged to remove the reviews and left with the impression that a more positive or “green” review would be appreciated.
At the time, I accepted the gesture in good faith, believing this reflected an effort to resolve legitimate customer concerns and improve the experience. I therefore removed the original reviews, expecting meaningful customer care and proper service going forward.
However, with ongoing service issues and unresolved concerns, I now regret deleting those honest reviews.
What concerns me most is the broader principle: if dissatisfied customers are encouraged to remove negative reviews after receiving incentives or gestures, it raises questions about whether public reviews always reflect authentic customer experiences or whether some customers may feel pressured to soften or remove criticism.
To be clear, I am sharing my personal experience and concern as a customer. Consumers rely on review platforms to make informed decisions, and transparency matters. Companies should focus on resolving problems properly rather than creating the perception that criticism can simply disappear.
I hope Mattress Warehouse addresses customer concerns meaningfully and ensures customers feel heard without feeling encouraged to withdraw honest feedback.