This is a review on the store manager, Julia Riley. From the moment we walked through the door Julia was friendly & attentive. She gave us great information about the different mattresses & frames & she really listened & heard what our needs were & worked with us to find a mattress that was just right for us. She also recommended a mattress cover to protect the mattress in order keep the mattress in good condition for warranty purposes, but also to help keep us cool while sleeping! The mattress, cover, & frame are excellent! We are writing a letter to the corporate office due to extreme issues with the shipping department for Mattress Warehouse. We could not take possession of our new mattress during the week following our purchase because we were not in town so we scheduled the delivery for the following Saturday, with the understanding the delivery would arrive between 9am-11am. The delivery people called & stated the delivery would be between 3pm-5pm, we were their last delivery & they would not deliver at another time. Julia tried to help us with this problem because again, we could only be home until 11am or at 5pm. We did not receive our mattress. We rescheduled for the following Saturday as my husband works out of town & Saturday is the only day that is compatible with the delivery company's schedule; our challenge being, my husband coaches for a travel league on Saturdays during this time of the year so our window of time on Saturdays is small. When the shipping department called to schedule the 2nd attempt to deliver they informed us that the adjustable frame had a fork lift hole in it, so once again we had to reschedule. Finally on the 3rd attempt we took possession of our mattress & frame. Although we are very satisfied with Julia, our sales rep & store manager, we are very disappointed with the lack of cooperation & deplorable standards for customer service from the shipping department for Mattress Warehouse. People have lives & it is reasonable to understand that a shipping department cannot accommodate every individual customer's schedule, but there was a complete unwillingness to try to work with us at all! We did our best on the first attempt to find a compromise for a delivery time, but they refused to make any adjustments to work with us at all & their tone & attitude were very unprofessional! Julia spoke with the delivery manager who also refused to offer any solution that would show regard to the customer & an appreciation for our business.The only reason we did NOT cancel this transaction was due to Julia's efforts that were above & beyond most store managers today. This shipping department's unprofessional, rude, & inflexible attitude & actions are crippling sales for a store who's manager clearly cares about customer satisfaction! read more

Having worked in the hospitality industry for the past 25 years I know good customer service first hand. I promised the store manager Julie, I would write a review based on the service we received. I am sorry I am just writing the review as we made the purchase on February 15, but I have not forgot the great experience we had in shopping in this store. After making a purchase of a Trundle Bed we decided to go to a few places and shop prices and options for our mattress needs. A few days before the purchase we went into the store which was very busy. As SOON as we walked in Julie greeted us and said she would be right with us. Within a few minutes she gave us her undivided attention and gave us lots of information as we narrowed down what we wanted for our new bed. She also quoted us a price that we was very happy with. We said we wanted to spend a few days thinking about it and she gave us her card and said to call with any additional questions. We left the store and went to a nearby competitor that had nowhere near the service and price, not even close. As I always do when shopping I did some internet searching and called about 3 other places. No one came close to the service or price Julia offered. In fact one place quoted me a price "if I came in that day" and when I said I had a better deal he countered with "come on in and I can do better". So obviously we made the purchase from Julia at the Mattress Warehouse on Towne Square. The good service does not end there as we had also did some shopping for mattress protectors. Right before I went to the store on a different date to inquire about the same cover sold online for less, I was meet again by Julia that agreed to match the price, and of course with the same great service. After talking for a while she said she thought she knew me from somewhere and after a while we figured out we worked for Roanoke's most upscale hotel many years ago. I am not surprised as Julia gets hospitality and great service. She shared that she is working to be considered for a regional position for Mattress Warehouse. While this will be a loss to this store she will be a real asset to your company in helping others to understand the importance of taking care of your customer which in return will have them for life and tell others about the experience. You can not buy that kind of advertising for your store. Over the course of my hospitality career I have had a few great employees like Julia and they all advance and go on to better things, as they should as they work hard to earn it. In many cases they leave you for another company, in this case it sounds as if her interest is to grow with your company, do not let her get away! Thanks so much for your great service and product, a customer for life. John read more

This location and store is the best out of all the Mattress Warehouses in the area, not to mention head and shoulders (no pun intended!) above the rest. This is by far the best customer service & personalized care of any mattress store in the area. I am a repeat customer and will return again. I received excellent personalized care and attention from Robin today. You do not feel as if you are being "sold" something. The staff are highly trained in providing you with the best supportive mattress for you and your budget. They have personal investments in their own physical wellness & pass that on to the customer. I returned today, becuase, the mattress I was matched up with (yes, including my budget!) last year was such a high quality mattress, and still feels like it is brand new. I have enjoyed a year of wonderful nights' sleep. My son needed a new mattress and I knew immediately where I could go to get him an superb quality mattress at a reasonable price. Robin at the Towne Square Roanoke, VA Mattress Warehouse is Phenomenal! read more

My 22 year old son and I decided it was time for new mattresses and ended up going to Mattress Warehouse in Roanoke VA at Town Square. There we met Julia, the store manager. What a breath of fresh air, she was not only helpful but also extremely knowledgeable, she introduced us to the sleep system, showed us every option in mattresses available and did not flinch when we told her we needed to stay within a certain budget. As it turned out, my son and I ended up loving the same brand of mattress; with different firmness, and of course they were out of our budget so we decided to only get one. Julia worked her MAGIC and managed for us to afford both sets (Queen Size) have them delivered within 24 hours, set up for us and the old ones removed.....ALL UNDER OUR SET BUDGET.....I can not thank her enough, this will improve my overall health by increasing my rest and sleep. I recommend anyone looking for a new mattress to go visit her, again truly appreciative for the experience and help she gave to us. read more

I walked into the store knowing that I needed a new mattress set. I was hoping I could find something for a decent price and a great quality. Julia greeted me right as walked in and was a godsend. She helped me find the best deal for my budget. The delivery men were just as nice letting me know that there was a tear in the dust cover to the foundation. The tear wasn't a big deal to me I was just happy to have my new bed set. Five minutes after I said goodbye to the delivery man he comes back and has corporate on the phone for me. The man on the phone told me he would send a cover for my foundation to help keep dust out. It was something he didn't really need to do but I am thankful that they wanted to make sure I get the best out of my new bed. This has been the best experience from beginning to end I've ever had shopping for something, they really went above and beyond. I definitely recommend going here for your mattress needs. read more

The showroom and sales person (Julia) were great. The delivery part of the transaction would get 0 Starrs. Rude. Did not call as I was told he would, with a 3 hour window. . When he finally called, he said he was 15 min away. I had 15 min to get someone to my home for this delivery and set up. He told me if someone was not there when he arrived, he would not wait. Even though he only gave me 15 min notice. There were 2 boxes of parts left over and my bed was not set correctly. Straps that hold the split king together were not put on. He also did not install the risers which was ordered. The only day for delivery is Wednesday, so I have to take off work or have someone at my house again next Wednesday because he refused to come back. Julia has gone out of her way to remedy the situation. We will see how all this plays out. Mattress Warehouse, your delivery team is going to RUIN you! read more

Went to purchase mattress and box spring for my daughter and the service was outstanding. Julia and Bobby were very knowledgeable and at no time did we feel that they were trying to force a sale on us. I eneded up not only buying the mattress and box spring for my daughter, but also an adjustable base bed for myself. I will recommend that everyone planning to buy bed or adjustable base to definately give them the first chance. You will not be dissapointed. Delivery and set up was awsome. The two young men were very polite and had a great sense of urgency to not only get the job done but to make sure we were satisfied with their work. I gave them a 5 because that was as high the rating would allow. Awsome shopping experience and we are delighted with our purchase. Keep up the great work!!!!!!!!!!!!!!!!! read more

A couple of months ago, I had a wonderful experience while trying to find the perfect mattress. Julia was extremely nice, helpful, and full of information. I did take a while to decide, and her patience really helped. The delivery was was scheduled quickly and arrived on time. I did not have to touch anything to set it up at all. I did came back to utilize the comfort exchange for a hybrid instead of a memory foam mattress, and the service was still top notch. Even with a busy day at the store, we never felt neglected and Julia once again helped me narrow down the choices and find the right fit. The technology that helps find the right fit was a nice addition to the search. I would recommend this store to anyone looking for quality service to go along with finding their perfect mattress. read more

We were in the market for a new mattress and spent the day shopping from store to store. We found our amazing mattress at Mattress Warehouse! Julia was outstanding! Not only was she extremely knowledgeable about the products, she was genuinely concerned about our sanctification in the long run. She was able to get us an even more incredible deal by contacting her manager to ask for us to be given a previous promotional price. She was courteous and efficient. I was skeptical of how much we would continue to love our mattress purchase after bringing it home and sleeping on it for a while, based on some previously bad experiences however, with the 120 day "sleep on it" guarantee, we really didn't have much to lose. We made our purchase in June and I am still a fan! Thank you Julia! read more

My roommate and I came in today to just look for a good mattress without intending to buy anything, however, after being shown the amazing deals they have we couldn't resist purchasing a new mattress. The sales staff were attentive to our needs and aided us in quickly finding a mattress at 1/3 of the price we would have had to pay for it elsewhere along with many extras perks added in as well. We also were eligible to receive promotional 0% interest so we wouldn't have to worry about paying for it all up front or any interest if paid within 24 months, which is no issue with the deal we received. The staff were really friendly which on top of everything else made for an experience that can't be beat; if you need a mattress make this place your first stop! read more

We recently bought the Tempur-Breeze Cloud Luxe and ergo premier base plus accessories. This store went above and beyond to assist us with price matching, education, and selection of the best mattress and base combination to meet our specific needs. Julia even offered to come in on her days off if that would be the best for us due to my recent back injury which is what had prompted us to buy a new mattress to begin with. She made the transaction and purchase simple and exceeded our expectations in every way!!! I will never buy a mattress from any other store and have been 100% satisfied with our purchase and the company as a whole. Thank you Julia for everything you did for us!!!! You and Matress Warehouse are the best!!!!!! read more

I went to look around for a good mattress without intending to buy. Julia asked a a few questions and showed the a few mattresses. She was very knowledgeable and helpful in my decision to buy. She also showed my options and I found a great mattress. I been looking for a mattress in a few places and the price at mattress warehouse was great. The mattress was just delivered and they were the greatest people. They called in the morning to gave me a time and when they were 20 minutes out they called to let me know they were a few mins away. They were great and very pleasant. My had an enjoyable experience and definitely buy here again read more

We had a great experience at Mattress Warehouse, first on the phone with Robin. When we got to the store, Robin was helping another customer. Robin skillfully handed us off to Julia. I had done a lot of research and thought I knew what I wanted. Julia listened and suggested that we try the mattress matching tool they have in the store. We bought a mattress based on the recommendation of the tool. We love it ! Julia really knows her stuff and was very accommodating. She worked with us to get us a great mattress at a great price. If you need a mattress, I recommend this store! They also have a great deal on the cooling pillow! read more

I had a wonderful experience at Mattress Warehouse (behind Golden Corral in Roanoke) & had an awesome sales associate (Julia). I got an amazing deal on THE BEST mattress I've ever laid on (after trying out many others before); Julia was on top of everything, she knew exactly which mattress to show me & that was the one! She made sure I left the store satisfied & very excited about my new mattress. I have never had better customer service from anyone, ANYWHERE. Julia is so friendly & positive, and you can really tell she just wants her customers to be happy. I will definitely be returning there in the future! read more

Excellent customer service! The manager there, Julia Riely, at the Town Square location went above and beyond to make sure I got the best mattress for my body type. She listens to you and is very patient! Also she and the other sales person Robin are very educated about the mattresses and really goes the extra mile! I was there visiting several times with Julia and the staff trying to make the best decision and they all were very kind and patient with me until I finally picked out a mattress! I really like my mattress! Would recommend them above any mattress store in Roanoke! read more

Julia welcomed my husband and me as we entered an immaculate showroom. We received full attention and a professional informed and most helpful tour of all the mattresses that fill the requirements, to us individually, to ensure a good nights sleep. We were impressed and pleased with the presentation and our purchase. I feel Julia treated us as family and wanted us to be happy with our purchase and the quality of merchandise. Mattress Warehouse was a very positive and pleasurable shopping experience. Thank you Julia!, read more

I visited the store with my mom on May 28th 2016. I was very surprised at the professionalism and care that was taken in handling our need for a mattress. Scott who was a trainee from another store and Julia who is the manager took all of our needs into concern and we were successful at getting the mattresses that we need for our physical conditions. Want to say a great shout out to Scott and Julia you guys did a fantastic job and if I or any of my friends ever need a mattress, I'm sending them to you. Thanks again guys! read more

The minute we walked in the door we were greeted with a smile and a friendly how can I help you today from Julia. She walked us through the whole process of choosing the right mattress for each of us and was very knowledgeable. She was attentive to our needs and price range. Her customer service was outstanding and by the time we left everyone was happy with the outcome. It was a fantastic experience and we got two new mattresses we cant wait to sleep on. Go see Julia if you need a new mattress as she is the BEST !! read more

John T. After much trepidation, we decided to invest in a new king sized bed with adjustable bases. Julia sold us exactly what we thought we wanted. After a few weeks we realized what we needed was twin mattresses on those adjustable bases since we sleep in entirely different positions. We went back to Julia after 30 days to do a comfort exchange. Julia worked her magic to get us exactly what we wanted with no hassle. We stopped by the store today to tell her thanks again. Sleeping so much better now. read more