MATTRESS FIRM

unknown

They were polite, professional and helpful in making a choice.

I purchased what I thought was a Sealy mattress and was told that I had a multi year warrenty. In 10 months, the mattress had sagged tremendously. I called about the warrenty to discover that I had to pay someone $25.00 to come to my house to determine if the mattress has sagged enough for the warrenty to take effect. Many phone calls later, speaking to persons either rude or not very helpful, I finally got someone to come out after I mailed them a cashier's check for the $25.00. The examination showed a significant sag, so the company honored their warrenty and gave me a credit to buy a new mattress. Then I was told that I had to pay $70.00 delivery fee for bringing the new mattress to me. What I mean by "Sealy" in quotes is that the mattresses are not really Sealy mattresses, but mattresses made by Sealy for MattressFirm. I warn people looking for mattresses to carefully look at the tag to make sure it is truly a mattress by the manufacturer that you think it is. MattressFirm has large signs around advertising Sealy, Serta, etc., but when you look closely at the tags, they say they are made by these manufacturers specifically for MattressFirm. That means that you have no idea what level of mattress you are buying. I wonder if MattressFirm contracts with these manufacturers for inexpensive mattresses and then sells them as the real deal at the price a real Sealy or Serta, etc. would sell for. I was not informed at the time of purchase that the mattress was one made for MattressFirm. I was not informed that the warrenty meant that I had to pay. up front, for someone to come "evaluate" my mattress to see if it in fact had sagged. Also, I was not informed that a delivery fee would be charged if they found their product defective and had to deliver a new one. The Store manager at the store the mattress was purchased from was the only helpful and friendly person I met. He went out of his way to find phone numbers and pave the way for getting the guy out for the mattress "evaluation".Also, as a word of warning to mattress buyers, based on how the mattresses and box springs are tested for fire codes, you can't buy just any mattress or a box spring. They are tested for fire codes as a set and meet requirements as a set, so can't be sold separately. This is not MattressFirms' fault, this is our federal government at work. That means that if you bought a Sealy mattress and box spring and didn't like the mattress, you couldn't buy a Serta mattress to go on your Sealy box spring. I certainly would not buy another product from MattressFirm.

THE MATTRESS AND BOX SPRING WERE DEFECTIVE. WE LET THEM KNOW RIGHT AWAY. WE HAVE BEEN TOLD TO CALL BACK, STOP AT THE STORE, FILL OUT PAPERWORK TWICE-''IT'S PART OF THE PROCEDURE'', TALKED TO NUMEROUS PEOPLE WHO SAID, ''THIS IS THE FIRST TIME I'VE HEARD ABOUT THIS''. THE ORIGINAL SALES PERSON NO LONGER WORKS THERE (HIS NAME WAS CB); WE WERE TOLD THE MANAGER NO LONGER WORKS THERE, THE PERSON WHO TOOK THE INFORMATION AT THE STORE DOES NOT WORK THERE ANYMORE; THOUGHT THE MATTER WAS RESOLVED. THE MANAGER, PAM, KNEW THE MATTRESS WOULD BE DELIVERED TO A NEW ADDRESS AND THE OLD MATTRESS PICKED UP LESS THAN 1/2 MILE AWAY. CAME TO DELIVER THE MATTRESS 5/5/05. THE DRIVER, WHO I FIND NO FAULT IN THIS AT ALL, CALLED THE WAREHOUSE MANAGER, AND HE SAID NO. I CALLED THE STORE AND WAS TOLD PAM WAS NOT IN THAT DAY, DISTRICT MANAGER WAS CALLED, THEY NOW AGREED TO REFUND WHICH TAKES 4 TO 6 WEEKS!!! JEFF, THE MANAGER OF THE DAY, SAID HE'D TRY TO RUSH IT.