This is the worst customer service experience I have ever had. I made the purchase from Richard earlier this week and was given a Saturday delivery date. On Friday evening I looked for an email with my 3 hour window. When it was not in my inbox I checked spam, junk, etc. and no email had been received We do not live at the new house yet but we went over there at 8 am on Saturday to ensure that we did not miss the delivery. While waiting I tried the track my delivery feature on the Mattress Warehouse web-site. It said it could find no tracking for my order. At 9:31 I called Mattress Warehouse service to try to get some information. I was told they had no delivery information for my order as it was a franchise store and I would need to call the store directly. At 10:34 I called the store and spoke to Richard. He said I was the 3rd person who had called this morning due to the fact they had not received the time frame email the night before delivery nor the time frame call the morning of delivery as outlined on the back of the sales invoice. He told me that if I did not hear from someone by 2 I was to call him back. Keep in mind the companies commitment to the customer is a 3 hour window to actually receive the delivery and I am being asked to wait another 3 1/2 hours just to hear from someone about my delivery. At 1:56 I called Richard to let him know that I still had not heard from anyone concerning my delivery. He apologized and said I was now the 4th person today who had this same problem and that he would call the warehouse and call me right back. At 2:00 Richard called back and said they were finishing with a delivery, there was one more in front of me and I should expect the drivers around 3. At 3:09 I was hot and called Richard and told him just to cancel the delivery. He told me the order could not be cancelled. I told him that it certainly could be as I had a contract with his company and his company had failed to meet two of the contractual obligations and thus they were in breach of the contract and I expected it to be cancelled and a full refund given. Richard then went on to give me numerous service platitudes. He told me he would call his DM and call me right back 3:22- Called store and was hung up on 3:25- Called store and was hung up on 3:26- Received call from Alexis from Service. I explained the situation to her and she just told she could not process the refund and I need to contact Richard at the store 3:29- Received call from Richard asking if I had heard from the warehouse. I told him I had but I am not sure why he had them call me as they just told me to call the store. He then asked me what it would take to make this right. I told him that it would take a substantial discount. He told me he would talk to his District Manager and call me right back 3:42- I called the store to speak to Richard. Told him at this point no discount would make it right and I just wanted the refund. He told me that the sale had already been cancelled. I asked him if the credit to the charge card had been processed and he said it had. 5:19- I received a from call from "Doug" who said he was the District Manager from Mattress Warehouse. He seemed to care and offered me a 20% discount. I told him the bedding was not for me but for my mother so I would speak to her and asked what number I could call him back on in the morning. He told me that he would be traveling to the Williamsburg market on Sunday so would not be available to take my call but I could call the store and speak to anyone there as he would contact them with the information. Before sitting down to discuss it to my mother I wanted to be sure I understood whether the offer was 20% off the invoice price or a total discount of 20% including the Labor Day sale price I had received a the time of purchase. At 7:30 I called the store and spoke to Richard. I asked him if Doug had spoken to him and he indicated he had. I then asked about the discount. Richard said that the offer had only been for 5% off. I told him that is not what Doug had told me and then much to my surprise he put Doug on the phone. When he put Doug on the phone I knew the entire thing had been a scam. Doug was not the DM traveling to the market but a fellow sales associate sitting at the next desk. All I can say is buyer beware and make sure you dot every I and cross every T as you need to get everything in writing to protect yourself. Update- I picked up a message from Richard on Monday am. He asked if we wanted to process a refund or if he could set up delivery for us. This means that he also lied as he told me on Saturday that the credit had already been processed. I also confirmed that Doug is one of the sales associates at the store and that Chris is actually the District Manager for this area. read more

The Purchase: We had a great experience buying from Mattress Warehouse. We worked with Richard, and he walked us through the process of finding a bed that fits our needs. When we wanted to take time to think it over he did not make a "hard sell" push, and gave us the time we needed. We went home, talked it through, and called back later to make the purchase. The only reason this is a 4-star review is that he was unable, due to policy, to provide us with a complete quote to take with us when we left. I would have preferred to have all the numbers in front of me to make a decision. The Delivery: Delivery was on time, courteous, careful, knowledgeable, and efficient. The Money: We are financing with them, and, apparently, that means that we are actually getting a physical credit card which will need to arrive before we can register on the financing company's website (Mattress Warehouse uses a 3rd party for financing). Their phone support was responsive and explained how things would proceed. I will update this review if I have any observations regarding the 3rd party company. TLDR: We are happy with our bed, the sales process was easy enough, Richard seemed like a good guy, and I am pleased to have done business here. read more

Matress Warehouse is the best place to do business - bottom line! Impressive quality product; professional/knowledgable sales staff; use of the latest industry comfort/support technology to match us to the perfect firmness/matress type; and, superb after the sale delivery/service that separates Matress Warehouse from the other competitors. After searching far and wide around the Hampton Roads area it was an easy choice to make the trips to Williamsburg to make our final purchsse decision. Richard, the store manager, has a wealth of experience, understanding what people want/need and went the extra mile to ensure we left with the best matched matress at the best value! If you are looking to buy a quality matress make sure you visit Richard and make sure your investment in your health and comfort us not wasted! read more

This is the second matress I have bought from them both times had good service but Richard my sales guy this time was awesome. He treated me like a person when I walked in I had certain bed picked out in my mind he showed me why and explained why this bed would not be good for me to sleep on. He could have very easily walked me to the most expensive bed in the store and told me it would be perfect. But did not he showed me the couple beds that would be just right for me. He is for sure a professional and knows what he is talking about. So go see Richard if you need a great professional person who knows what they are talking about. read more

After visiting several mattress and furniture stores, we decided upon purchasing from Mattress Warehouse and were very pleased. Richard was awesome. He showed us several mattresses within our budget. I didn't feel pressured at all to make a purchase and he wasn't one of those pushy sales guy. We saved a few hundred dollars on this mattress, which he happened to have in stock and I was able to take home that day. He took the time to carefully tie it to my car so I take it home with me. I would definitely recommend this store to anyone looking for a mattress and would definitely buy from them again. read more

My daughter and I needed new mattresses. I dreaded going shopping, but had a great experience at Mattress Warehouse. The sales people were kind and very helpful. My daughter's mattress was delivered and it was the wrong size for her existing base (didn't know she had an xl mattress and base). The delivery guys were on it and helped me through how to fix the problem. The store then found other options that would work. I love my mattress and I know my daughter will love hers too. Thanks guys for helping through a process I was dreading. read more

Extensive selection of styles and manufacturers. Store manager was outstanding in terms of providing options and keeping lines of communication open during purchase and delivery. The downside is lack of inventory physically onsite meaning that immediate pickup and takeaway at point of purchase is minimal. They deliver twice a week and delivery guys are super. The biggest takeaway is that the whole crew keeps you updated throughout the entire process and provide you with alternatives as you go. I'd purchase from them again. read more

Jerry was very kind and informative during the sale. Then another customer arrived and his manager took over, which was fine. They both helped me find the right mattresses for a medium price since this is a trundle daybed in my extra room for occasional use. Then the next day, Jerry and Richard themselves delivered the mattresses to my house AND set up the trundle bed which was in pieces since my recent move. All is well! Thank you Jerry and Richard! read more

We had such a great experience shopping for a new mattress on August 16th at Mattress Warehouse in Williamsburg, VA. Our sales person, Richard took us through a professional and in depth assessment of our mattress needs. He was so patient and was such a source of information and guidance. When it came time for us to make a decision, we felt completely confident and equipped to do so. Thanks Richard! Bonnie read more

My family and I had the best experience buying a bed here. My daughter had to buy a mattress and needed a baragin. We spoke to a gentlemen name Luis. He was very kind and honest. He did his absolute best to make sure we made a good decision. I don't do many reviews but I had to do one for this store. My family got two beds on separate occasions and both experiacence were super.THANK YOU!!! read more

Richard at Mattress Warehouse was wonderful to work with. We brought our 94 year old Mother in for a new mattress. Richard took the time to help coordinate her sleep position analysis and suggested beds that were within her price range. Richard showed great patience and I would recommend him to any senior citizen looking to replace their mattress. Richard knows his stuff! read more

I needed 3 complete twin beds. I went to Mattress Warehouse in Williamsburg, VA and I knew my search was over. I had an awesome salesman. His name is Bill Downing. He was so helpful and he had my beds delivered the very next day. And ladies, he's single and good looking. I will for sure, go back to that store. Very pleasant experience. Thank you Bill for all your help. read more

We just purchased a temper-pedic mattress set from Richard at Mattess Warehouse and took delivery yesterday. We had a positive experience on purchase as well as delivery. All of our questions were answered at the time of purchase, and delivery/set up was done on time and without a hitch. Also had a great night's sleep. We love it! Debra H read more

This was my first mattress purchase and it was a breeze. Mike and Richard were extremely helpful and worked well together. They were running great specials and went out of their way to give me an even better deal. I would highly recommend Mattress Warehouse to everyone. read more

Mike was excellent. If I could give him a 10 star rating I would. Absolutely the best mattress place in Williamsburg if you ask me. He helped me find the perfect mattress and even called around to see if he could get the mattress down to a cheaper price. read more

Richard was great...from phone inquiry to completed delivery. He went "over and above" what was expected. Very personable, not pushy. Made us feel like valued customers even though we did not spend a lot. Very satisfied. We will return in the future. read more

Mark and Chad were excellent to work with! Went in looking for a pillow and didn't really know what I wanted. They gave me a excellent variety with pros and cons for each. Definitely recommend going to see them! read more

Doug was awsome! Totally happy with my new bed! Thank you Mattress Warehouse!!!!! ...............................................

I went to the store and Richard was on duty. He was very informative and helpful. He is the go to person if you need anything!