MATTRESS FIRM

unknown

In-store sales lady was wonderful and professional and the price was fair, but unfortunately the delivery service was horrible.
They came 2 hours early, did not have my entire order.  I observed them pulling my new mattress out of a stuffed truck where it was laying against a very dirty (appeared to be bloody) mattress that had been part of someone else's transaction.  I then learned that they put the old mattresses next to the new inventory, which means that bed bugs could be anywhere.  While my mattress was in plastic wrap, the wrapping has small tears that would allow mites, bugs, or other bodily contaminates to get on my new mattress.  The delivery men were not respectful in removing their shoes to enter my home, nor were they willing to remove my old mattress set at the time of delivery.  I was told that they would return later with my box spring and then remove the mattress at that time or help me move the mattress to the curb, which was not what I paid for.  I ended up refusing the delivery of the new top mattress since it was soiled, and they placed it back in the truck again next to the filthy old mattress.   I paid for delivery of the new set and removal of my old set, but it felt like the delivery men were not willing or able to complete the transaction with professionalism.  They made calls to their supervisor, who was not able to correct the problem at the time of the initial visit yet stated that he was aware that the entire order was not on the truck.  I do not know where the problem lies but I would not recommend using their delivery service to anyone.
We spoke to the Greenwood store manager, Greg, and he was very concerned and professional about our complaint.  He offered me a new fresh mattress if I could wait a week, which I agreed to, and also a new delivery crew.  He also refunded me the cost of the delivery and apologized profusely on behalf of the Mattress Firm Company.  While I have not been pleased with the delivery crew, I want to again stress that the store personnel were pleasant, fair, and helpful.

They were fine. The thing I don't like, and I think it's the case with any mattress store, is that there is always kind of like this haggling during the purchasing stage. Everybody was perfectly fine, but you kind of feel like you are haggling for the price of they mattress. I would consider using them again in the future, but I would look around and find the best price.

.

We have been needing a new mattress for entirely too long. We finally decided to take the plunge into the overwhelming waters of purchasing a new mattress. After a brief search online about mattresses I decided to look more into the tempurpedic brand. I went to their website and saw that an elite retailer for tempurpedic mattresses was Mattress Firm and there was a location within 20 minutes from our home. We decided to try out some mattresses on Sunday April 21st. Upon arriving to the store we were greeted immediately. Because my spouse and myself had never purchased a mattress before we felt very overwhelmed. We were walked through which beds we should test out first to get a feel of whether we liked firmer or softer beds. After testing each bed the salesperson was able to steer us in the direction they believed we would be happy with based on our comments. The salesperson was very informative which was a tremendous help in making our final decision. With our decision made we headed over to the counter to finalize the sale. Until this point our experience had been fantastic. It was only after the end of our checkout that things started to go downhill. We had put down over $500 as a deposit on the mattress and financed the additional $3700.00. When we had setup our financing the salesperson selected the wrong monthly finance limit which would have tripled our monthly payments. The salesperson thankfully caught the error and for the sake of giving bad customer service wanted to correct the matter right away. We were told that they had a new operating system that they had just started using and things were a little different to get used to. Customer service was called to correct the mistake. Minutes went by as we patiently waited after all it was being corrected for our benefit. To correct the error the salesperson had to delete the sale and financing and resubmit. The system then was not allowing the order to go through. Cue customer service call number two. A solution was given, however it did not work. On to customer service call number three a solution was found that required us to place an additional one dollar down as a down payment which just seems odd. We hand over the additional dollar that was needed to process the order. Everything seemed to be in order finally we are ready to leave the store! The very next day we get a call from the salesperson they had to refund the deposit we put down back to our checking account in order to reprocess the order. We were to confirm the refund of our deposit once it cleared our checking account. Everyday someone from mattress firm called us to confirm the refund. Day after day we still did not see the refund. Delivery was scheduled for Saturday April 27th. We were threatened that if we did not confirm the refund had been processed our mattress would not be delivered unless we made an additional $500.00+ deposit equal to the previous amount. Since we had not seen the first refund 5 days after it was processed we were not about to give them any additional money. After stern discussions with mattress firm they were able to approve the delivery. The delivery men arrived within the stated window of time. The company boasts about their white gloved delivery. Although on time there were no white gloves. All in all this mattress purchase was exhausting. Maybe that's the companies way to make you love your bed. We are still waiting to see that refund and I only expect Mattress Firm to hassle us everyday until its in our checking account.

I looked up what I wanted on line, went in the salesman looked up everything and made recommendations. It was a very smooth and painless experience.

They were extremely knowledgeable and helpful.

The service is excellent. I was told my new mattress would be delivered between 5 and 8:30pm that same day. Three deliverymen arrived promptly at 5 o'clock and quickly installed my new frame, box springs and mattress. They were very courteous and professional!

We purchased the bed at the store on US 31 and Stop 12, as this is closest to our house. The sales people were very friendly and even cut us a deal on the mattresses and the bed frame. Jerry called the Greenwood store to ensure it was in stock as that is where their pickup location is. He told us it was in stock and told the Greenwood store we would be in there in approximately 15 minutes to pick it up.

When we arrived at the Greenwood store, we found our set had been sold, but they upgraded us for FREE! They gave us the next bed up in the same manufacturer. This is what I call outstanding customer service!

We have purchased beds in the past from them and will continue to do so in the future. Great Job!

It was good and I have no complaints. I was very happy with everything except the folks who delivered and set up the mattress were not as professional.

Sales exertise and knowledge at the store was signficantly better than at the retail stores that we visited. They gave us plenty of time to lay on the mattresses, and the salesman (store manager) knew the technical differences of all the mattresses. The also suggested a clearance box springs to lower the price (significantly). They offer 100 return if you don't like the mattress. Delivery was prompt and professional. Great experience.

Everything was very good. They showed us everything and didn't try to influence us one way or the other. We bought them on Sunday and then they were able to deliver them that afternoon. The prices were as advertised and we had a very good experience.

Friendly, but not pushy, sales person, helped me choose the right mattress and frame for my needs. Setup/delivery crew was good, efficient, got the new bed set up and the old one removed quickly without a fuss.

Pretty well. Had to really work with the guy to get him to get to the price I wanted to pay. Saved over $700 doing so all said and done. Don't pay list. They did deliver when they said they would and the guys were very good about it.

I was very pleased with the service that was provided. The salesman took about an hour explaining to us the difference in the mattresses. He also answered all of our questions without hesitation. He allowed us to make our decision based on the facts and not by pressuring us. If we purchase another mattress, we will definitely go back.