If you’re thinking about buying a new mattress from Rooms To Go, it’s smart to understand their return process before you commit. Knowing the Rooms To Go mattress return policy can save you time and give you peace of mind. This guide will walk you through everything you need to know, from the fine print to the step-by-step process, so you can shop with confidence.
Rooms To Go Mattress Return Policy
The Rooms To Go mattress return policy is specific because mattresses are considered a special category item. Unlike sofas or chairs, mattresses have hygiene concerns and laws that affect their returnability. In most cases, mattresses bought at Rooms To Go are final sale. This means you typically cannot return a mattress simply because you changed your mind or it feels different than in the store.
However, there are important exceptions to this rule. The main path for a return is if the mattress has a defect in materials or workmanship. This is covered under the manufacturer’s warranty, not a general return window. So, your ability to exchange or get a refund depends on the warranty terms, not a 30 or 90-day trial period offered by some other retailers.
Is There a Mattress Trial Period?
Rooms To Go does not offer a traditional “sleep trial” or “comfort exchange” program on mattresses. Many online mattress companies provide a 100-night trial, but this is not standard for in-store purchases at most furniture retailers, including Rooms To Go. Your purchase is considered final once it leaves the store or is delivered, unless a defect is present.
The Role of the Manufacturer’s Warranty
Since returns are tied to defects, the warranty is your key document. Every new mattress comes with a manufacturer’s warranty, often ranging from 10 years to a lifetime. This warranty covers specific issues like:
- Sagging or body impressions deeper than a certain measurement (e.g., 1.5 inches).
- Physical flaws in the foam or coils, such as cracking or breaking.
- Issues with the cover stitching or fabric that are not due to normal wear.
It does not cover changes in comfort preference, minor settling, or damage caused by the customer (like stains or tears). You’ll need to contact Rooms To Go to start a warranty claim, and they will coordinate with the mattress manufacturer.
What About Unused or Unopened Mattresses?
If you change your mind before the mattress is delivered or before you’ve used it, your options are slightly better. You might be able to cancel the order or refuse delivery. If the mattress is still in its original, sealed plastic from the factory and has not been used, some locations may offer an exchange or store credit, but this is not guaranteed and often subject to a restocking fee. You must contact the store manager immediately to discuss possibilities.
Special Order and Clearance Mattresses
Be extra careful with special order or clearance mattresses. These are almost always marked as final sale with no returns or exchanges permitted for any reason, even if unused. Always ask the sales associate to clarify the return status before you pay for these items.
Step-by-Step: How to Initiate a Mattress Return or Warranty Claim
If you believe your mattress has a defect, follow these steps. Acting quickly and methodically will help the process go smoother.
Step 1: Review Your Documentation
Gather your original sales receipt, the mattress tag, and the warranty booklet. You’ll need your sales order number, the mattress model name, and the date of purchase. The warranty details what is covered and for how long.
Step 2: Inspect the Mattress
Clearly identify the problem. Take clear, well-lit photographs and even a video. If it’s a sag, place a straight edge (like a broom handle) across the indentation and use a tape measure to show the depth. This visual evidence is crucial.
Step 3: Contact Rooms To Go
Call the customer service number at the store where you made the purchase. Do not call the manufacturer first. Explain that you have a potential warranty issue and provide your order details. They will log a case and tell you the next steps, which often involve the manufacturer’s inspector.
Step 4: The Inspection Process
The manufacturer may send a local inspector to your home to assess the mattress. They will examine it, review your photos, and determine if the issue is a covered defect. This service is usually free. If they confirm a defect, they will provide an authorization number to Rooms To Go.
Step 5: Resolution (Exchange or Refund)
Once approved, Rooms To Go will work with you on the resolution. Typically, this means you can choose a replacement mattress of equal or greater value (you pay the difference). In some cases, a refund may be issued, but this is less common and may be a prorated amount based on the warranty’s age. There is usually no additional fee for a warranty-based exchange.
Key Exceptions and Important Fine Print
Always read the details. Here are critical points that often catch people by surprise.
- Foundation Requirement: Most warranties are void if you don’t use the mattress with an appropriate, supportive foundation (like the matching bed frame from Rooms To Go). Using an old, broken box spring can invalidate your claim.
- Stains and Soiling: Any stain, even a small one, can void the warranty. It’s highly recommended to use a waterproof mattress protector from day one.
- Transportation: You are usually responsible for getting the old mattress to the store if an exchange is approved. Rooms To Go delivery may be available for a fee.
- Time Limits: While the warranty is long, you must report the defect as soon as you notice it. Don’t wait for years thinking the sag will get better.
Tips for a Hassle-Free Mattress Purchase at Rooms To Go
Being an informed shopper is the best way to avoid return headaches. Here’s how to get it right the first time.
Test Thoroughly In-Store
Spend at least 10-15 minutes lying on a mattress in the store. Try your usual sleep positions. Bring your partner if you share the bed. Don’t feel rushed by sales staff.
Ask the Right Questions
Before you buy, explicitly ask the salesperson:
- “Is this mattress final sale?”
- “What are the exact terms of the manufacturer’s warranty?”
- “What foundation is required to keep the warranty valid?”
- “What is the process if I suspect a defect?”
Get their answers in writing if possible, or note the salesperson’s name.
Consider the Mattress Protector
Buy the protector. It’s a small investment that protects a large one. It keeps stains away and can even extend the life of your mattress by keeping out dust and moisture.
Keep All Paperwork Together
Create a file for your big ticket purchase. Store the receipt, warranty, and delivery slip in one place. Take a photo of them with your phone as a backup. You’ll thank yourself later.
Alternatives to Returning Your Mattress
If you’re unhappy with your mattress but it’s not defective, a return probably isn’t an option. Here are some things you can try to improve your sleep.
- Give It Time: New mattresses have a break-in period. It can take 30 to 90 nights for your body to adjust and for the materials to fully settle.
- Adjust Your Support: A too-soft or too-firm feel can sometimes be fixed with a different bed frame or a low-cost mattress topper.
- Check Bedding: The right pillow can make a huge difference in spinal alignment and comfort, regardless of the mattress.
- Resell or Donate: If the mattress is in like-new condition, you may be able to sell it on a local marketplace or donate it to a charity that accepts bedding.
Frequently Asked Questions (FAQ)
Can I return a mattress to Rooms To Go if I don’t like it?
Generally, no. Mattresses are typically final sale unless they have a verified manufacturing defect covered under the warranty. There is no “comfort guarantee” return window.
How long do I have to return a mattress to Rooms To Go?
For defective items, you have the length of the manufacturer’s warranty to file a claim, which is often 10+ years. For non-defective items, there is generally no return time frame as purchases are final.
Does Rooms To Go offer mattress exchanges?
Yes, but primarily through the warranty process for defective mattresses. You may be able to exchange an unused, sealed mattress for store credit, but this is not guaranteed and fees may apply.
What is the Rooms To Go return policy for mattresses bought online?
The same final sale policy applies to online purchases. It’s crucial to review the product details and warranty information on the website before adding the mattress to your cart.
Are there any return fees for mattresses?
If your return is under warranty and approved, there is usually no fee. For non-warranty situations (like an unused mattress), a significant restocking fee, often 20% or more, is likely if the store manager approves the return at all.
Can I return a mattress without the original receipt?
It is very difficult. The receipt is needed to prove purchase date, price, and model. If you paid with a credit card, the store may be able to look up your purchase. Always keep your receipt.
Final Thoughts on Navigating the Policy
Understanding the Rooms To Go mattress return policy is all about managing expectations. They are not in the business of taking back used bedding, which is standard for in-store furniture retailers. Your protection is the manufacturer’s warranty against defects. Therefore, your focus should be on making a very careful choice upfront. Take your time testing, ask detailed questions, protect your investment with a cover, and save all your documents. If a real problem arises, follow the warranty steps promptly and document everything. This practical approach will help ensure you get a good night’s sleep on your new mattress for years to come, without any suprise hassles.