I purchased two mattresses and frames for my parents here last year without incident, but after my father died and my mother wanted to downsize their bed from a king to a queen this year and we went back to buy two more, I've found them to be either entirely careless or intentionally dishonest. they certainly don't have the customer needs foremost in mind. Over two lengthy visits and full discussions, one with each of the two brothers who apparently run the store, we bought two more. Before doing so we were clear about why we were buying more beds with frames, and where I needed last year's frame to go in the house and where the new Queen mattress and frame needed to be placed. I made it clear that we needed their delivery guys to handle very specific, but very simple, placement of the frames and new mattresses. they both said their delivery team would help with placement and at the time of purchase I double-checked verbally before signing the paperwork that the plan was fine. After going to great lengths to move everything else around in those two rooms to make it easy for them to co what I had asked and agreed with the salesman, they came with the beds and frames - a $3000 purchase - and promptly refused to put them in the agreed rooms. They now refuse to send someone back to put them in the correct rooms as stated at the time of purchase. I was careful to be clear because their proper delivery was a dealbreaker for my mother and I. When I called them the salesman he said "read the fine print. "We don't move furniture" - apparently not even theft own product, as agreed at the store. When I said I'd return them, because one of them had told me I could do so within 3 months if not happy with them, provided I bought their mattress covers, which I did. Sure enough, the other brother/salesman said no that's wrong you can only exchange them. Don't be fooled into thinking this is a nice family business, as my mom and I were, and save yourself the trouble by buying somewhere else. My 85-year-old mother didn't deserve the deceit and hassle, and to spend nearly $3000 only to be stuck with the king bed (after my dad's passing) while her new Queen bed is in a room upstairs that she can't get to due to her disability. read more

Me and my friends went in there just to look at Mattresses because why not. Marcus was great, loved the mattress. I'm sixteen so I didn't buy any, but I sure would if I was rich. Me and my friends loved it. Marcus is the goat. read more

Mattress Warehouse of Charlottesville 5th Street - My friend enjoying the mattress - Furniture Stores Near Me - Charlottesville, Virginia

We had a great experience with Mattress Warehouse. The first great thing was their hours of operation. They were open late on a Friday night. Adam was amazing to deal with from start to finish. We were waiting on a bed frame that we had previously ordered from somewhere else, so when we bought the mattress, we put the delivery on will call. We arranged a delivery and had to cancel last minute because our bed frame still hadn't arrived. When we realized that the bed frame we had ordered (from somewhere else) had gotten lost in the mail, we called back Mattress Warehouse to see if we could buy a bed frame to tide us over until ours arrived as we were eager to sleep on the new mattress. MW had been running a special where a bed frame was included with our purchase so Adam was able to retroactively add one to our order at no cost. Fast forward to delivery day, they showed up on time and the only issue was that they sent a queen size mattress protector instead of a king. We called over to Adam who arranged for us to drop by the Hollymead location (which is closest to our house) and pick up the protector. Adam saved the day not once, but twice! We love our new Aireloom Mattress and had a great experience with Adam and Mattress Warehouse. We will be recommending this store to anyone who is in the market for a new mattress. Thanks, Adam and MW! read more

Mattress Warehouse of Charlottesville 5th Street - Furniture Stores Near Me - Charlottesville, Virginia

Purchased a mattress from Adam Braford, store manager, at 415 Merchant Walk Square, Ste 100, Charlottesville VA. Mattress cost was $5,000, approximately. We agreed to that price as he included several other items for "free." When we saw the print out for purchase, he indicated he had to enter a charge on the other items, as the computer required him to. This lowered the price listed on the mattress, but the total agreed on was the $5,000, which he assured us he would honor. When we called back about picking up a mattress cover that had been included as "free" verbally, but there was a charge of $143 on the print out (which was deducted from the agreed upon price of the mattress), I checked just to make sure that the verbally agreed mattress price of $5,000 would be honored if we did an exchange. I was informed when I called that NO the exchange price of the mattress would not be the $5,000 agreed upon verbally, but the $3,900 that was on the print out. I advised Adam that this was dishonest, as his verbal agreement for us to pay $5,000 for the mattress, and his subsequent "explanation" that he just had to enter certain amounts for the computer to take the other items (which, I doubt is true) should not penalize us over a $1000 if we did decide to exchange. He said he had "explained" this, but he never said that his "having" to enter other amounts into the computer would affect the price of the trade in. He apologized but said he "explained" why he had to enter the prices differently than he had agreed to verbally. I assured him I understood his explanation both then and now, but that he never said that this "fake" number he entered for the price of the mattress would be the only amount they would honor if it were exchanged later. After telling him he was dishonest, he assured me he would be "fair" and "make it right" if we did eventually do an exchange. We like the mattress so far after about a week, but I don't like someone misrepresenting the truth. It was "slick" and something I would not expect from someone who wants return business. read more

I would rate this place a zero if I could. I speak of the Mattress Warehouse on Merchant Walk Ave--they have been giving us the run around after delivering the wrong mattress that we spent over $3 grand on. So, they delivered the wrong mattress (a firm instead of soft) going on 2 months ago and they keep claiming that they are going to get the replacement delivered. My husband is starting to have back and neck pains on this mattress. Soon they are going to have medical claims to deal with as well. BEWARE, they all smile and greet you in the store but clearly they just lie to our faces every time my husband inquires about the delivery of the correct mattress in person. They are straight corrupt and I will be reporting them to the Better Business Bureau. I have already contacted Arnold Diaz (Shame On You) to put them to shame live on camera--He focuses most of his reports on exposing wrongdoings and incompetence by private industry and government agencies. His reports have led to jail time for a number of scam artists. Updates: 4/24/19--they called my husband and notified him that the mattress came damaged. So they have to wait until next Thursday for another mattress. 5/3/19 (Friday) no one has contacted us about the status of our mattress. It was supposed to arrive yesterday ("next Thursday") 5/15/19-a lot has happened since my last post but it wasn't receiving our mattress. There has been a lot of back-and-forth with Customer Service and the staff saying two different things. But tonight my husband has finally asked for a refund. They claim that paperwork will have to be filled out and the amount will be credited back to his account. I will keep you posted... read more

Mattress Warehouse of Charlottesville 5th Street - Furniture Stores Near Me - Charlottesville, Virginia

had a really great experience here. Adam helped me greatly and was very patient as I tried out the beds, and they delivered the next day with no problems. I had the dog with me, too, and he was super nice to her. the inside of the store is very warehouse-y, but it's in the name after all. highly recommended. read more

I have put off buying a mattress for a long time, too long. I have a memory of buying my last mattress it was very time consuming and high pressure sales. I decided to go to the new Mattress Warehouse. I spoke with Max, he set me up with the computerized system that helps pick a good mattress. He then easily pointed out a few options for me. I was able to find one I loved in my budget. I picked a bed, got financed, and was on my way in under 30 minutes.. why did I wait so long.. T read more

We had a terrific experience. I was putting off shopping for a new mattress for a long time because I just hate the hard sell you get from most places. Finally I could put it off no longer so my wife and I decided to give this place a try only because it is close to our apartment. The saleswoman was friendly and attentive but not pushy, which was a huge plus. She showed us options in our price range and did not try (too hard) to upsell. Once we decided what we wanted she was quick and efficient in getting us checked out, while explaining all of our options for returning the mattress if we were unhappy in any way. I was pleasantly surprised by the delivery service; I was notified several times of my delivery window and when the team would be arriving. There was no guesswork and they showed up EXACTLY when they said they would. They were also friendly and quick. All in all a terrific experience and I will definitely be buying my next mattress here! read more

Dear so sad you have to work on Black Friday guy . A poor lazy reeting and sighing when asked a question and giving a snarky answer lost your location a customer. Also whatever you mumbled behind my back gives you a big read more

5th Street Station Mattress Warehouse in Charlottesville, VA: If you know exactly the mattress you want and have zero concerns you may exchange you're fine to use this store and their customer service. If you may exchange then be wary. My experience is detailed here: The mattresses are the same assortment you'd expect to find a in Mattress store, so there isn't anything wrong with that. We picked a mattress that unfortunately was NOT a good fit and we should have been significantly more diligent about the return policy because they only allow one exchange if you dislike your choice and refunds are not allow. It is understandable you cannot restock a mattress, but when you spend well over $2K the idea of eating that money because the mattress was not a good fit is horrifying. There are other companies will full refund policies and I suggest you look there first. We went in to exchange it after 3 weeks of discomfort and both of us with new back and neck pains from the mattress. Although we were guided to pick this mattress by the store manager because it was deemed a commonly favored choice, despite it not being on our Bed Match list of recommendations, it technically was not their fault we picked this first mattress. So we went in simply happy to get an exchange ASAP and hopefully choose better. Per corporate policy they are not allowed to exchange in under 30 days, no matter what, so we returned a week later to officially submit the exchange request once we were outside that 30 day window. We were told it would take 4-7 business days to process the request, since it was December 29th we determined it was 4-7 business days starting January 2nd given the New Year holiday. The salesperson said she would make a note and call on January 2nd to see if they can expedite the process to be closer to the 4 days since the mattress was so uncomfortable, we were very thankful. By January 9th we had not heard anything and called the local store, we were told they would check with corporate and call us that day, no one called us back. January 13th we called and they told us they would check first thing on Monday, January 14th and then call us to provide an update. By mid-afternoon January 14th when we had not heard, I called the store and they said they still need to call, they called while I waited on hold and then they let me hear the tail-end of the call where the customer service representative said it would take 72 hours to process this request. This didn't align with the local store representative confirming that she did in fact call on Jan 2nd and was told by corporate it was processing. She didn't have any other suggestions or recourse so asked if I could speak with the corporate customer service and she said that as okay and gave me the number. I immediately called the corporate customer service line right afterwards and was told it finished processing today so my local store probably just didn't have time to tell me yet (which again conflicted with the fact I just got off the phone with my local store who was on the phone with them). I was told I could schedule the mattress as early as the next day, so when I emphatically replied YES to make the exchange as early as possible, I was then told it may be backordered. Sigh. So I scheduled the exchange for five days later on Jan 18 since it is supposed to be in stock on Jan 17. All the while, I am not allowed to exchange again, so if this new mattress doesn't work I'm screwed. AND you have to pay for shipping on the exchange which I did on Dec 29th. I will be telling all my friends to use mattress companies that have 100% refund policies unless they have zero doubts in their mind about a mattress. Overall, I feel the customer service of the local store was poor. We were told one thing on the phone and never received follow-ups that we were promised and the timelines were not adhered to. They either weren't calling customer service like they told us, or they weren't following up with us afterwards, or both at times. This is painful when sleeping on an extremely uncomfortable mattress. If this final exchange goes through (knock on wood), we will be getting it on the same day an overnight guest arrives when we planned it purposely to be well after the mattress purchase and exchange was due to happen. I also didn't appreciate the constantly conflicting information of the local store and their corporate office. I am sorry to recommend you look elsewhere for your mattress purchase needs. It is extremely important you get a mattress that works for you and we didn't feel particularly well guided with our selection and we didn't feel well informed about the exchange and return policy. The idea you have to get it perfect the first time or else you have to go through this big hassle, is truly frustrating. Me and my significant other both feel this has been unnecessarily stressful by the poor communication. read more

Excellent service from Max! In less than an hour, he expertly helped me choose and purchase the best mattress set for me. Zero percent financing, next day delivery, and a personal follow-up telephone call, make the new Mattress Warehouse store at Fifth Street Station, Charlottesville, BEST in class! read more

Excellent customer service, great deals, wonderful selection to choose from. Drema was so very helpful and patient and I was blown away how informed she is about all the variety of mattresses. Very smart and so very helpful! read more

Wow wow wow!!! Mattress Warehouse is the place you should go for a new mattress and boxspring!!! Let's just say I always do my research, sometimes to the point that I get frustrated and can't make a decision. Well Max at this store was great and used the computerized bed system there to help us figure out what's best for us. He was very knowledgeable and extremely helpful!!! He was not pushy, just patient and professional!!! Can't wait for the delivery of our new mattress!!! read more

Max, the store manager, was both friendly and knowledgeable as he helped my wife and I select the ideal mattress for us. When it was discovered, during the delivery process, that my wife and I had ordered the wrong size foundation for our new mattress, I called Max. He quickly resolved the situation and had the correct size delivered the following week. Mattress buying is not usually an enjoyable experience, but Max made this one a great experience! read more

Easy to narrow down options with bedmatch. The employees were easy to work with and showed us beds in our budget. They price matched sears (and then some). The delivery was as fast as you needed it to be - could have had the bed in 2 days (but I was working so had it delivered the following weekend). They send you an estimated time of delivery the night before and you can track the delivery day of. Came right on time and delivery crew was great. Would recommend this location! read more

Great experience with Max. It's overwhelming to walk into a huge room filled with mattress styles, but he was super nice and efficient in whittling down choices for me. Couldn't be happier! read more