Tom, the manager, went to the extreme lengths to make sure a mattress and adjustable base purchase,…read moredelivery, and set up went flawlessly. There were several factors that made the logistics of getting rid of the old bed and base and bringing in new bed and base complicated. Lucky for me I came to the store.

We bought this at Mattress Warehouse Gloucester, VA. After several months I am still in the middle…read morenegotiations. I found the left side of my mattress sloping down. So I have started what they call warrantee process. First they send an inpector. Then they tell you all the things wrong with your bed causing the problem. My favorite one is my box spring sags 1/8". I bought 109.00 of plywood and made a solid deck. Then there is all the framing issues. After several month there still is no resolution.

Worked with Bill, he was very personable & knowledgeable and got us EXACTLY what we needed at a…read moregreat price! He took care of us and made sure we stayed in the budget we had. Other the racist Native American comment he made I enjoyed shopping here with Bill.

Joe helped us pick out a mattress. Now if you go in and get Joe as your Sleep Expert and don't…read moreleave with a mattress, you didn't want a mattress in the first place. Major kuddos, Joe knew all of the mattresses and gave great recommendations. The store and mattresses were also clean, which is important when you are going to look at a mattress. Overall, 10/10 would recommend.

unless you like to throw your money away. Make sure you don't do what I did…read more 1) I trusted the salesman 2) Don't have the mattress delivered. 3) Read the very tiny small print. I was not informed that you couldn't remove a tag from the mattress, even though it says you can. I removed the tag. 7 months later. My mattress was defective. Wanted to get a replacement. tried four times to fill out the paperwork. They came back each time with something filled out wrong. Buy the time, I got it right, it was a year. They still didn't cover it. I was out $3,800 dollars.

Thank you team Ashley...Florita you are wonderful !!!!! I think everyone was very professional and…read morefriendly. Thanks for a great experience Michele

The worse nightmare anyone can experience, cancelling a unfulfilled purchase and then blamed to…read morewanting to return when product was not in possession. FRAUD FRAUD FRAUD ALERT

Buyer beware. Poor quality furniture and damaged. The sent someone out to look at the chair and…read moresaid that it meets the company standards. Poor customer service and recommend you purchase your furniture elsewhere. The chair was built crooked and is now affecting the motor. They refuse to replace the chair. I have been in contact with them repeatedly to rectify the situation and have gotten nowhere. This is not quality furniture! Photos attached.

We cannot say enough nice things about this place - Cheryl and Katrina are amazing - so friendly…read moreand so knowledgable - we bought a king size mattress and box springs in about 20-30 minutes ! Delivery is this Saturday so fingers crossed that is 5 star also !

Sleep number customer care is great, I called told them that the sheets I purchased over a year ago…read morestarted to pull apart. the lady looked up my account saw that they were under warranty and mailed me a brand new set of sheet. I didn't even have to return the old sheet she told me to trash them.

Customer service was deplorable. The 'gentleman' in the rug…read moredepartment was actually outright rude and degrading of my purchase. In no uncertain terms said he would not help me with my problem. He was dismissive of my situation. Never will I recommend that store again.

Poor Customer Service I purchased 100 square feet of Hancock…read moreand Moore Leather at $1800.00 for an Office Chair. The Upholsterer needed 74 square feet and said to get an additional 30% for imperfections. On Monday July 14 the Upholsterer texted me "We will need another hide to complete your chair. These hides have several large flaws that we cannot cut around." He also sent me 10 pictures showing the large flaws. I went to The Shops at Carolina Furniture of Williamsburg and spoke with the President Joseph Steele III. He provided his e-mail address and said to send the pictures so he could submit them to Hancock and Moore. Before I sent the pictures I spoke with the Upholsterer and he stated with an additional half hide (25 square feet) he could complete the chair. I e-mailed Joseph Steele III the pictures and relayed only a half hide was needed. On Tuesday, July 15, 2025 I received e-mail from Joseph Steele III stating he would submit the photos to Hancock and Moore and that I was requesting another half hide. He also stated " I can tell you from 20 years of ordering their leathers on furniture for the store, that many of these dark spots, "healed scars", would in fact be deemed acceptable and used on their furniture". This was a lie. If manufacturers like Hancock and Moore produced Leather Furniture with dark spots and healed scars individuals like Joseph Steele III would not be able to sell their products. It was also a signal that Joseph Steele III would not hold Hancock and Moore accountable for their poor-quality issue. On Thursday July 17, 2025 I received e-mail from Joseph Steele III stating "Hancock and Moore is willing to sell you more leather, but they do not feel that the hides you have are defective". Further they advised if I needed a half hide to purchase an entire hide. So, a $900.00 hide only has 50% of useable leather? Really? I was assured that this was adequate for my need of seventy-four useable square feet of leather at the time of purchase. In fact Joseph Steele III 's representative said that I needed to order two hides (100 square feet) inorder to have 74 square feet of useable leather. I would not have placed the order kowing only 50% of this leather hide provides useable leather. Joseph Steele III has zero concern for customers who have purchased products from him some at large sums of money and have poor quality issues. He does not hold the vendors accountable and gives them total authority as to how they want to handle the situation. Buyer Beware.

Another rave review for Ricardo!! My wife and I had been talking about a new mattress for a while…read more He showed us all the options and let us lounge around on different models to see what we liked best. Zero pressure to buy and he sold us the mattress we liked best, not the most expensive. Definitely recommend this store and if Ricardo is working you won't be disappointed! I wrote the original review before the mattress was delivered. The company they contract out deliveries to damage our wall and then lied about it. Mattress firm told me I had to deal with The delivery company since it would be their insurance to cover it. The delivery company was extremely rude and unprofessional, and insisted they did not damage anything in our house. I ended upcalling mattress firm corporate customer service line and telling them to send someone out to pick up the mattress and that I was going to dispute the charges on my credit card if they didn't let me return the mattress. I received a call back within minutes from a regional manager. Without even hearing the story he said he would cover the damage as he felt it was extremely unlikely someone would make a false claim for less than $100 worth of drywall damage after just spending nearly $10,000 on a mattress and frame. So, in the in everything worked out. However, I wouldn't recommend using them since they contract out to such a low quality delivery service. I would have gladly paid a little bit more to not have to deal with all the headaches I incurred.

Stanley waited on us. He was not pushy, and did not try to sell up to the highest price product…read more We don't have the mattress yet, but the in store experience was very good!