Mattress Firm, Shenandoah

I hate shopping. So when I went to Mattress firm in Shenandoah Texas I had already researched it all on line, knew what I wanted and the price I was willing to spend. This location is over 30 miles from my home but I went there because I knew they had what I wanted in the showroom to see and feel. The salesman Shannon Sylvester was fabulous! Didn't push anything, very informative the perfect salesman. When I mentioned I had seen it lower priced elsewhere he quickly and happily agreed to match it. Since this was such a long drive he agreed to have it sent to the store nearest me for pick-up on the 19th. He wrote the phone number of the store  I was picking up at on the receipt along with the managers name as a contact.



What followed was a comedy of errors that left me and my old man husband sleeping on the floor on the 19th. First Shannon wrote the wrong stores number on the receipt. No problem...poop happens. But we didn't know that at the time so we called at the promised hour of 12:00 the number Shannon had wrote down. Without asking our names or anything the salesman at the Conroe location said the truck had not come yet and they would (and always do) call when they unloaded the truck. Now my husband took off work around noon anticipating he would swing by and pick the mattress up on the way home then go back to work. By 3:00 the chances of my husband getting the mattress and then getting back to work were getting pretty slim so I called the same number again and asked about the delivery. The same person picked up and this time with much less patience said they would call when it got there...really...they promised and hung up. Now by 5:30 its getting dark..  For the safety of those around me I try not to drive after dark. So I call again. Different person picks up...still no truck...They close at 8:00. At 7:30 after making up some sheets on the floor to sleep on that night (wished I had wall to wall carpet instead of hardwood that night) I made a last ditch effort at the store. Yes he said the truck had come in a few hours ago and they had called everyone to pick-up. I had not been called. After finely getting my name to compare to there delivery list we find out that Shannon had given me the wrong number...Ok...I call the correct store and the mattress was there on time yet NOT ONE PERSON IN THAT LOCATION TOOK ANY TIME TO CALL AND SAY IT WAS THERE. I only sound agitated because I was continuously told it was the chains policy to contact new owners on their beds arrival. When I spoke to Derrick at their 3083 location he said he knew it was there but since he was not specifically told by Shannon to call me when it arrived then he did not feel the need to. Its now 7:45. No way am I getting this thing tonight. When I



ask him what do I do now He says Well...have a good night and hangs up the phone.



At that point I call Shannon back at the Shenandoah store. After he lets me vent for five minuets about my unfortunate experiences with the associates in the other two locations his error on the phone number and the fact that two old people would be spending the night on a cold hard floor..plus my husband had to miss a day and a half of work he did just the right thing. He apologized. Not one of those strained anything to shut you up apology but a real heart felt one. It was a nice change. Then after a small refund and a kind word I hung up feeling a lot better. Still had a hard night. But my husband just got back with the mattress and we both look forward to a good nights sleep tonight. Good job Shannon and shame on the rest of you for letting the ball drop.