Mattress Warehouse Westminster, MD Mr. Glenn DePalola, Store Mgrn.Ryan, Salesman, Jojn Gibson, Customer Service Mgrn. Frederick, MD Decietful sales tactics,,,not trustworthy on their words, falsified the store policies on sales and return policies....not forthright with pertinent information Westminster Maryland

  On Sept 26, 2015 I purchased a mattress from MW in Westmister, MD, we dealt with Ryan and Store Mgrn Glenn DePaola.  As we were signing the paperwork Glenn was distracting us with conversation about Little Italy and WV...a distraction tactic, so we were not totally aware of what we were signing. 

  The mattress and cover were delivered and set up on 10-3-2015 and the bill was $2896.36.  I notified Ryan on 10-21, 10-29, 10-30, 11-3, 11-12, 11-25, 2015 that the mattress was sinking and he arranged for a thrid party from MatTech, Inc. to come out to inspect the mattress because of the sinkage.  Jim from MatTech came in 11-24-15 at 5:30PM to measure our mattress that had not been slept in since 6:00M that morning and determined that he too could tell the mattress was sinking but the report stated that our mattress did not have the 1 1/2 inch indenture and was not faulty (although we were rolling towards the center of the mattress while sleeping).

  I asked for a copy of this report from Glenn and he told me that he would have to look for it and send it to me and he did not. The Mat Tech would not provide me with this report either because they said it did not belong to me.  But, when I contacted Synchrony Bank* (the financing bank for our loan) then Glenn was able to provide them with this report. 

  Ryan said that if we claim comfort problems they would take the mattress back and we would have to pay $199.00 for the return, and this was never disclosed to us at the time of purchase, and we were told it was on the back of the papers that we signed.   On 12-12-15 we went back to MW and traded ou on a top-of-the-line mattress from Airloom and now our bill is almost a full $4000.00. When this new mattress was delivered they had to bend the frame to get it up the stairs and I screamed when I saw this and was told that it is not unusual to have to do this....I feel that this bending could have caused damage to ur new mattress. 

  Upon going up to MW here in Westminster, MD on 5-26-16 and speaking with Mr DePaola and expressed my dissatisfaction with our entire dealings with them...and I told him our new mattress is doing the same thing and he wanted to sell me a new bed frame, even though he and Ryan and the MatTech rep. stated that our frame was fine.  They just want to continue having us spend money and not rectify our problem. I expressed my wanting a complete refund and having them come to pick up the mattress and box spring set.  DePaola  told me his hands were tied and I would have to contact John Gibson in Frederick MD, he is the Supervisor of Customer Service.  I called Mr. Gibson on  5-26, 5-27, 5-30-2016 and left messages to return my call and as yet have not heard from him either. This is extremely poor customer service.  They do not want to deal with the damaged merchandise that they are selling and they do not care of the customer service that they are not providing.  Once they have your money their commissions are satisfied and you are not important to them...I am almost 70 years old and do not appreciate this treatment nor the lack of understanding on their part. 

  Our new mattress is doing the same thing with the sinking and this started less than a week after we received it.  Upon contacting Ryan we were told to purchase a mattress topper and I did  and we are still rolling to the center of the mattress and not getting a good nights' sleep and waking up sore and tired and not rested. When I asked Ryan what mattress he would have purchased he said the one next to ours...and I asked why he did not tell me this at the time of the purchase and he did not respond.  He told me to call Airloom mattress and they would have to deal with this...and when I called the Compahy they, too, said they would have to schedule another third party inspection.  I contacted them on 8-8-16 and spoke with Linda and she is contacting sales rep. from MW who handles this and I have not as yet had a return call from anyone.

  Our desired outcome is to  receive a full refund of $4049.36 and to have MW come and pick up the mattress and box springs at not charge and allow us to go elsewhere to purchase a new mattress.

  Noone in the company is wanting to take responsibility for their faulty merchandise nor do thy want to remidy my problem. 

  I am asking for some assistance with this fiasco of a problem and am willing to provide you with any other information nessary to remedy and resolve this problem.

  Thank you for your timely response to this matter and I do appreciate your concern.

  Sincerely,

  Karol F. Griffin