We just bought a new mattress from Barbara. Not only was she very nice she was very knowledgeable about the different mattresses we were looking at. She answered every one of our questions and explained things that we weren't aware of. We're very happy with our selection and would definitely recommend Barbara if you buying a mattress!! read more

AVOIDING THIS PLACE! Worse location ever, i came and paid for 2 mattresses, they took my money and set up delivered by the following week. No one called no one delivered. I was waiting for 2 weeks no one called and said any words. I then call store and talked to several of them. 1st lady told me im sorry this mattress so many people bought and i don't know when it will delivered. Well then don't sale while you don't have any in stock rather then took my money make me wait for 2 weeks and said not available. I called another time 2nd lady said don't call me around 8:30pm cause store close at 9pm and i need to go home. If you don't wanna work till 9pm then change store hours on website that you close by 8:30pm or do not calling 30 minutes before store closing at your website and front door. I called another time 3rd lady told me can you come look for another mattress and it will delivered tomorrow. Excuse all of you! You sold me mattress not i ask for free. You don't have what you sold then do not waste my time, give me the money back. Worse customer service, please avoid this place or you will never get the mattress and has to due with all bad experiences which i never experienced in my life. read more

The process was good and we ended up getting a good mattress fairly quickly. The issue was post delivery. During the buying process the lady accidently added a 99$ delivery charge that she said would be no big deal to get refunded. Its been 4 months, and 8 phone calls now without a refund. I am still waiting and calling them with no effect. I will leave this review here with a 1 star until I get a refund of the money that was "accidentally" taken from me. 2/27/2023 - Update: I received my refund. Now 2 stars. read more

I experienced horrible customer service at this store. if i can do negative star i will, we come over bought 2 mattresses and paid in full. The lady got my money and said the mattress will delivered on Friday and someone called you a day before to schedule. I waited till 9pm Thursday no one called, i called store 5-7 times. One lady told me dont call me at 8:30pm, store close by 9 and i need to go home. i ordered since 04/01 and by 04/16 i called they said we dont know when mattress will delivery , you can come buy another one. Excuse me? i paid for that and i was waiting 2 weeks then you told me come buy another one. Avoid this place, scams, if you wanna wait forever then come here. They treat me like im a homeless asking them money. Dont ever come to this location or you will get same experience as me. read more

We went in too buy a mattress. We were greeted by Feven. Probably one of the nicest and most honest sales associate ever. She got us on the bed match and provided great service and advice. However the manager Barbara Carnahan was very disrespectful and she is definitely a racist. Which is sad. She actually walked out of the store on us. I will be complaining to higher management. The only reason we did end up buying the mattress from here is because of Feven. Barbara Carnahan needs to be fired. She does not know how to treat customers right unless they are of "white" color like herself. Careful from her! read more

Stopped in after work to ask about a new bed for my dad for assisted living - Feven was great and helpful! A day or 2 later my husband and I went back after I changed my mind about the bed I had ordered and Barbara was also very helpful. We did buy a queen size hybrid bed w/an adjustable frame and a mattress cover. The selection in the store was perfect for us -- you can get an innerspring, hybrid or more expensive bed depending on what you are looking for and you can try out all of the different types. Both Feven and Barbara know their stuff and are happy to help! Delivery also went very smoothly! Happy to have neighborhood shops like this (even ones part of a chain) - with good customer service and would highly recommend this location! read more

We bought back in August 2022 and are still having trouble with the products we bought. I would give negative stars if I could. When we made the initial purchase, I specifically asked if we could get our money back if the mattress didn't work out. Barbara said that we could and that she'd work with us until we found the right mattress. If she had told us that we could not get our money back, we would not have bought from here. The mattress caused my medical condition to get worse. We came back in and were told that we couldn't get our money back, we could try this other mattress which cost even more money. When I pointed out that she had said we could, she said I lied but that she would work with us until we had the right mattress. We tried this other mattress and now my husband couldn't sleep on it and this was after going through the bed match process two separate times. We came again and Barbara told us that you only get the one exchange. I pointed out again that she said she would work with us until we found the right mattress, she called me a liar again. I called customer service to see what we could do because we had spent so much money on a mattress we both couldn't sleep on. They told us to go into a different location and try again only this time do two twin beds since we seemed to need different things. We went in again, we were bed matched separately. We got the twin beds which cost about $10,000 but we were desperate at this point to have a bed we could both use. Within a week my husband was getting severe headaches and back aches from the bed. I reached out to customer service again, they said someone would call me back. They never did. It is definitely a buyer beware situation. I wished we had just taken the initial $4500 loss and gone somewhere else instead of spending more and more money. read more

Went shopping for a mattress for college and Barbara was a great help! She is very genuine and knowledgeable. Best mattress shopping experience! read more

Excellent customer service ! ( Manager) Gulia thank you for your help , this is our second time Purchasing the bed for our guests room and for my mom. We do love this location and we always have had a great deals , we will recommend this store to my family and friends ! Thank you read more

See all

My husband and myself came into Mattress Warehouse late one night after Sleepy's could not tell us exactly when our bed would be available for delivery and were told 3 different dates and got fed up. It was late, like an hour before closing and we were greeted by Rachel. She was so wonderful. We told her we needed a new bed as soon as possible. She didn't only match the deal we had at the other store, but gave us some bonus freebies. ON top of that, we got our new bed the next morning delivered ontime by two friendly gentlemen. We had come into this store a couple years before and didn't have a great experience, but this time was way different. Everything went smoothly! We love our new bed so much. My husband and I sleep so much better now and our back and neck problems are gone. We loved our experience so much, that I just purchased a new bed and am having it delivered to my parents house in North Carolina today.Thanks so much. read more

My experience with Mattress Warehouse on Okd Keene Mill Rd in Springfield, VA was by far one of the best purchase experiences I've had. The Assistant Manager Alex provided exemplary customer service! He respected our budget, and using the Bedmatch Diagnostic System, only showed us mattresses that were both best for our optimal sleep support and within our allocated budget. He educated us on the differences in composition of each option we tried. Further, he worked diligently to find ways to discount the final choices beyond my expectations. If you need a mattress, I can't recommend starting your search at that store and ask for Alex!! OUTSTANDING!! read more

If there was a way to give this rating a negative, I would choose that option for the way my family and I were treated by an employee at this Mattress Warehouse: Barbara Carnahan. I bought a mattress from Barbara a few days ago. When the mattress was delivered, it had a very bad odor that wouldn't go away. I was told to give it a few days and that the mold smell coming from the mattress would go away. The smell did not go away and the store manager Derrick, said that I can come to the store and exchange for another mattress or get a refund. That is what I tried to do when I went back to the store on Sunday, 12/5. Not knowing my trip to the store would end up in being disrespected by Barbara, so much that the police had to be involved. When I got to the store, Barbara was busy with a client so I patiently waited for her to finish. In the meantime, I went and chose another mattress which was actually $800 more than the first one I had bought. When I finally got a chance to talk to Barbara, she was not the nice person who I met a few days ago when I was buying the mattress. She was very rude and disrespectful from the beginning of our conversation. I told Barbara my situation and how Derrick said to come back and do an exchange. Without checking, Barbara then informed me that the new mattress would not come and the old mattress would not be picked up until Saturday, 12/11 which was 6 days away. Why did it take only a few days for the first mattress to arrive but now a week out for my exchange? I asked her if she can please check since I couldn't go another week with my bed smelling like mold and if there was anything she can do to help me. Then with an attitude, she responds, "nope, it doesn't work that way", "all the days are booked". Not once did she take the time to check if those days were booked or if it was possible. This Barbara was completely different from the Barbara I talked to when I was first purchasing the mattress. I then decided that I was not going to deal with her attitude and go with a smelling mattress for another week so I requested to get a refund and get a refund receipt. Barbara then says, "okay, ill do the refund, but you will not get a receipt". I asked for an explanation on why I would not get a refund receipt and she just kept insisting that I will not get a refund receipt. As I kept requesting for a refund receipt, Barbara started to get worked up and said, "leave my store". I told her that I will not leave without a refund receipt and that is when Barbara said she is going to call the cops to make us leave the store. She started screaming at us telling us to leave her store, shouting so loud that my 3 year old daughter was traumatized and started crying. She called the police and her manager, Derrick, and said that we refused to leave the store, and that we were threatening her. We did not say or do anything to threaten her, in fact, she was the one yelling in our faces. She called the police as if we were some kind of criminals. She went to the back room and told the police and her manager that she will not come back out until we were out of the store because she was scared. The police arrived, and once we told them our story, they made Barbara give us a refund receipt. She also told the police that she wanted to ban us from the store. We told the police that we would not even go back to this store if she begged us. We then decided to take our business somewhere else with better customer service and went to mattress firm and purchased the same mattress we wanted to do the exchange for. Barbara Carnahan is very rude and does not deserve to work any place where she comes in contact with people. No one deserves to be treated the way we were treated that day. She called the police on us for asking for a refund receipt. As Africans, we felt very disrespected and racially profiled against. I will never give Mattress Warehouse my business because of this and Barbara Carnahan deserves to lose her job. When I came on this site to read the other reviews, there are some that have experienced the same situation with Barbara, some saying she is a racist. How many reviews like this does it take for Mattress Warehouse to take some action? read more

Loyalty pays big rewards. I was in the market for a queen size box spring. I went back to mattress warehouse because I had such a great experience last year. I was greeted by name by Gulia, the sales person I worked with last year. I can't believe she remembered my name. I told her what I needed. She quickly identified the product that was in inventory. She, along with KRISTIN, loaded the boxspring to the roof of my Honda Civic, tied it down, and had me on my way home in five minutes. This is outstanding customer service. Great price. Great people. I will continue to return to this location. Thank you, Gulia and Kristin. read more

We were searching for a new mattress for our teenage son. Gulia, the store manager, was very helpful. She took the time to get to know us and our son's sleeping habits to find the best fit for him. We were also happy that the store followed all Covid 19 protocols so we felt very safe while shopping. Mattress delivery also went very smoothly. Would highly recommend Gulia and this store. read more

So far, great experience. Gulia was very helpful, professional, and kind. We purchased 3 mattresses to be delivered this week. Great to not have to travel far...we appreciate having businesses nearby. read more

This is a letter I just sent to cooperate.... I just left the Springfield, VA store (Old Keene Mill Rd.) and I'm sorry to say that I had the worst customer service experience I've had in years. The salesman said his name was George and I can tell you he hates his job. I came in with the intent to purchase a mattress hoping to get a Memorial Day deal. I even asked how soon i could get one delivered. George asked if my wife was joining us and I said she is planning to come a little later but wanted to get some initial information. At this point, George showed zero interest in showing me different models and did not answer any of my questions. . I even asked what separates Mattress Warehouse from the competition and he said all the stores are the same. I walked around the store aimlessly looking but had no idea what is was looking at. I would shoot him looks as to ask for help but he just sat in his chair. My son and I decided to lie down on a few models to try them out. George came over and asked that my son keep his feet on the protector. When i looked down, his feet were on the protector (he was laying on his stomach) but maybe they had extended over an inch. My son scooted up a few inches and a minute later George said, 'Sir, your son needs to keep his feet off the bed and this is the last time I'm going to tell you.' We hadn't moved from our position since he warned us and my son and i both looked down and it appeared that his feet were on the protector. At that point I had enough and told George that I would not be buying a bed today because of him. My wife and I decided last night that we would purchase a mattress today and I wanted to make the process as simple as possible so I could enjoy most of my Memorial Day. Thanks to George, I'm not any closer to purchasing a mattress and now I'm writing this letter instead of relaxing by the pool. I manage a large IT customer support team for the government and our primary focus is providing the customer with the best experience possible. In my opinion, I don't think George is capable of providing a great customer service experience. I would reevaluate his role with Mattress Warehouse - maybe he would be best utilized in a position outside of sales/customer service. UPDATE***** After I sent the note to cooperate, I received a call from the regional manager (7:30 on Memorial Day!!!!). He gave me a sincere apology and pointed me to the manager of the next closest store and said he would be expecting me tomorrow. Wow! This is a sign of a company that cares and that call just made my day. read more

I shopped around a lot for a new queen size mattress and I feel like I got the best deal at this store.there was not a lot of pressure to buy from the salespeople and I took my time trying out the different mattresses I thought they were going to kick me out of the store I was there for so long. read more

My son and I went to this location to buy 2 mattresses that we thought were needed. The staff was very nice and helpful. However, we only needed 1 and decided to cancel the other. This is where things go downhill. It has been several months of waiting on a refund check that was supposed to be issued. The store can only give the number to the office, you have to stalk them, and still don't have the refund. If you shop here, pay by credit card, you have a better chance of stopping payment when you don't have the merchandise. Over 8 months for a refund?? To date, still do not have it. read more

I did not have a great experience with this store. I purchased a mattress that reclined so you could read. The sales person failed to tell me that the bed would be raised up and was very high from the floor. I thought I would eventually get used to the bed, After falling off,the bed eight times I realized how dangerous this could be. So, someone from the store came and lowered the bed. I thought this wasn't a great solution but it wasn't, The box spring and mattress would slide. Half of the mattress would slide off the box spring , overnight I contacted the store hoping they would give me a good deal on another mattress. Since they would not agree to help me I had to buy a mattress from another retailer, read more

This is my first yelp review EVER and I'm doing it because my fiancé and I received exceptional customer service today with Gulia at this location. I cannot stress how lucky we both felt to have been assisted by her! I've already recommended a friend who is looking for a mattress to come to Mattress Warehouse and ask for Gulia. She was incredibly patient and knowledgeable and you could really tell she was looking out for our best interest as she was assisting us in making our decisions. We walked out so happy and we are very satisfied with our choice. Gulia, you made our day and truly went above and beyond in your assistance!! Thank you! read more

In June of 2017, my husband and I made some purchases at our local Mattress Warehouse for our new home. One of the items was a full-sized bed with a headboard and a footboard, but when it was delivered, there was no headboard and no mention of when we would ever get the headboard. It took numerous calls and a lot of my time to finally nail down a delivery date. My husband and I both ensured we were at home that day, but the delivery never came. I called back over and over again and kept hearing stories about how the manufacturer was the issue. My question was: why sell us something you don't have? We ended up getting another delivery date scheduled for November. Once again, no one showed up to our house and we received no warning that there would be nothing delivered. Again, I had to call and beg for someone to give me answers. Mattress Warehouse said they would schedule something for December. At this point, we had lost all trust in Mattress Warehouse. Someone was lying to someone (the distributor, the manufacturer, the delivery people...I don't know whom to blame and I don't care, because ultimately it's Mattress Warehouse's responsibility). My husband and I requested a refund of our money and for someone to pick up the partial bed from our home. We're now coming up towards the end of January and we're still getting excuses ("staff were let go and we're trying to sort everything out"). At this point, I'm ready to contact the Better Business Bureau and take legal action unless Mattress Warehouse's customer service division can rectify this situation and return our money they've been holding onto since June of last year. This is unacceptable and I can't recommend Mattress Warehouse to anybody for the reasons mentioned above. read more

I rarely write reviews, I only write them when my experience is exceptionally wonderful. This experience I had while I was shopping for a mattress was just wonderful. I went to this store after visiting few other stores in the area and my experience was very nice. The lady who helped me was Gulia and she was very knowledgable and very helpful. She was not pushy at all like most sales reps are but at the same time very helpful and ready to answer all of my questions patiently, I felt very comfortable with her. Awesome customer service!!! I definitely recommend this store as they have variety of choices and a great customer service. Thanks for making my experience such a good one. read more

I came in with my parents on a Saturday, early afternoon, looking to try out some temperpedic mattresses. Mind you I am almost 30 years old, but look very young. Prior coming into the store my dad did some research on prices & mattresses, since him and my mom have one of the more expensive temperpedic mattresses. We tried talking to the sales lady (wish I knew her name) about what I was looking for. She didn't seem to care: she cut me off every time I spoke, and kept pushing other, more expensive mattresses. I tried to ignore her as she called me "my dear" about 100 times and tried to direct me to what SHE wanted me to look at (trying to up-sell me). I tried a few mattresses and was talking to my mom about my budget/price etc, all while the sales lady trying to interrupt me. She finally whips around and says to my dad "she's not listening to me." I lost it. I told her off and told her how rude she was being and that I'm almost 30 years old and to not treat me like a teenager. Needless to say we left and I ended up buying a lovely temperpedic from a wonderfully polite and patient salesman, Gary, at the mattress warehouse in Fairfax on main street. This was just a terrible experience with being treated poorly as a customer. would not recommend shopping here. There are plenty of other places to buy a mattress. read more

I went in this past Friday to get a new bed, and the sales associate, Anysha, was filling in from another store. She was helpful in the initial sale, but the next day I got a phone call from her asking my brother (he was with me helping pick a bed) and I if we stole her store key. We had no idea what she was talking about and left the call at that. She then proceeded to call me again accusing us of stealing the key and practically demanded I give her my brothers phone number because she was convinced we stole the key. I called the store again the following day wanting to cancel my order and she informed me that they key was in the store the entire time. I was told she has to call her boss to approve the cancelation of the sale and I would receive a call back that I never got. DO NOT SHOP WITH THIS ASSOCIATE!! read more

Ive never written a review on yelp before but I felt compelled to because of the terrible customer service at this location and on the corporate level. If I could give this location negative stars I would. When I first walked in and told the employer what I wanted, she brought us into the back room to show us their inventory and the first thing you notice when you walk in is her daughter sitting and eating on the mattresses, I wouldn't be surprised if she lets her sleep on them as well. I purchased two twin boxsprings and was GUARANTEED a delivery date of the following Tuesday, of course, it didn't come on that Tuesday and was told it was gonna be another week, I asked if I could get a $50 credit for the inconvenience and falling through on there guarantee, I was given the credit with little question. When I went to pick up my box springs two weeks later I asked If I could get some sort of recite or written acknowledgment of my $50 credit and she rudely said no and that she was sending the credit up to corporate...(yea..ok) Getting a refund through this company is like going to hell and back!!! I called there corporate office 10 times asking about my refund and every time they told me "we will call you back when we get in contact with this location in regards to your refund" that was two months ago... I gave up the other day. The manager (I believe her name is Rachel) was rude and disrespectful to me on the phone when I asked her about my refund, comes off very unprofessional in person and used foul language in front of my mother and I. Your better off sleeping on the floor then wasting your time with her (Rachel) and this garbage company. read more

This company is far from reputable. I purchased a mattress for my grandson from them. I explained when I purchased it that delivery had to be on Friday, the day his first big boy bed was also being delivered. Our salesperson, Cameron told me his manager, Rachel, would call me the next day to confirm delivery. She didn't call so I called her. Delivery was confirmed by Rachel. Thursday at 4:00, Rachel calls me and tells me the delivery truck broke down; therefore delivery would have to be Sunday at the earliest. I told her this was unacceptable. I called other mattress stores. Sleepy's would guarantee delivery the next day AND I could choose the time slot (same price, by the way). I called Rachel, store manager, and told her to cancel the order. She said she would process the paperwork. On Sunday, delivery company calls to confirm delivery. My daughter told them the order was canceled. An hour later, they are ringing their doorbell to deliver the mattress. Since mattresses can't be returned, I'm sure this was a game to see if they would accept delivery. Over two weeks later, I called because my credit card did not show the credit. I called Cameron, and he told me the paperwork was sitting on the desk. He wasn't sure why it wasn't processed. He had to send it to corporate for approval (I'm not sure what corporate had to approve, since the mattress was never accepted. Three days later, no response. I dispute charge with American Express, and the next day I get a call telling me the credit was approved. NEVER DO BUSINESS WITH THIS COMPANY unless you want to get ripped off. read more

The mattress located at Old Keene is proof that people will help you out even if your situation is not the best to get a mattress. The store manager, Rachel, did everything in her authority to ensure the mattress I needed would be sold at a very fair price and delivered to me the very next day. Excellent customer service, will definitelt recommend to others who need a good quality mattress at a very affordable price. read more

Both ladies I've experienced here are amazing. Gave us a really good deal on the mattress, pillows, and a cover. They were able to guide us to the mattress that was the best for my girlfriend and I. Really happy with this place. Great financing options as well! read more

My son and I researched mattresses online and were ready to order....but we did not know the comfort of any of the mattresses so we decided to go up the street and try some out so we would know what to order. Gulia greeted us right away and knew that we were inexperienced and asked a lot of good questions right off the bat to figure out where to guide us. After a couple of mattress tries she sold us on the spot beating the online prices and made us immediately happy! THANK YOU GULIA read more

After looking at reviews of stores closer to our new home, my husband & I decided to drive the few extra miles to return to the Mattress Warehouse in Springfield to buy another mattress from George. When we purchased our first mattress from the store in 2011, George was wonderful to work with! Not too pushy, willing to explain answers to my nitanoid questions, noticing our preferences & showing us a variety of brands and options in our selected comfort level. We are still thrilled with the selection we made in 2011, but after moving to a new home recently, we went back today in search of a king mattress to fit our new bedroom & bedroom suit. Both George and the other salesman greeted us upon our entry to the store & explained the differences in the beds we were looking at. I would highly recommend George and his colleague to anyone looking for a mattress!!!! read more

We are so happy with Mattress Warehouse. The sales person was not pushy. He took his time to help us. We got a good Mayttress. We sleep happily :) read more

Bought a mattress at this store in May. Few weeks later, the mattress was presenting problems so I decided to use the warranty and exchange for another (brand) mattress. Well, I found out that even though the mattress is defective, I can't return it to the store. I have to go to the store, choose a new mattress and PAY $70 for them to deliver the new mattress and take the other one. It is ridiculous that I have to spend more of my money to get rid of a bad mattress they sold me. They won't give me a refund, so I have to choose a new mattress from them. Otherwise, I would take my money somewhere else. read more

You need to be a lawyer if you do business in this store, and you need to have everything explained in detail. My wife and I purchased an adjustable bed, two twin mattresses and two adjusting units. During our two visits, because we appeared indecisive, we were repeatedly told that 'the mattresses' could be returned within 30 days for a small fee or that 'they' could be returned within 30 days for a small fee. Foolish us, because we were buying adjustable units, we thought that the exchange policy applied to the unit (mattress plus adjusting base); later, we discovered that only the mattresses, not the adjusting bases, could be returned. I guess we should have been more careful, but when the salespersons started to use 'they' instead of the 'matresses', we though they = the entire unit, mattress + adjusting base. read more