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Kevin, our sales associate was so good, we ended up purchasing a Tempur-Pedic King size mattress with an adjustable frame, even though we had intended to shop around.
The service is good when the order is taken. But, once they have your money, watch out!!! I canceled my order because I didn't want to wait 2 weeks for delivery. The refund was to arrive by mail in 5 - 7 days. I contacted them twice trying to get my money back. It has now been over a month and no refund. I've enlisted the help of the Better Business Bureau and noticed I'm not alone in finding this store as having extremely poor customer service after the sale is made.
This company sells products then refuses to replace them when they break. I called the warranty dept. but was told that they don't stand behind their merchandise. I called the factory but found out they were in the process of going out of business.
I had been shopping for a soft pillowtop for weeks and could not find anything I could afford! I called this store, in Calallen, and spoke to Anthony. After the phone call I was sure he knew what I wanted and I drove to the store. Anthony was incredibly helpful, was tuned in to what I was looking for and helpful keeping me inside my budget! Not once did he suggest products outside of my budget! This was definitely an awesome buying experience!!
My sales person was very helpful, but seemed very unfamiliar with how the state fair ran anything. He lived in Fl and was just in for the fair. Lots of mix ups!! When laying on one of the beds at the fair, I laid in something very wet. I think someone had spilt beer on the mattress and my shirt and head was wet upon getting off the bed. I was told by the sales rep before purchase that he could deliver next day. After the purchase was made I was then told that the earliest they could deliver would be 3 days after purchase, "Next Day Delivery" was not true in this case. Once delivery was set up and the delivery window came and went and no one showed up, I had to call to find out they didn’t have my mattress in stock evidently. A phone call to tell me know that before I waited many hours would have been nice. So essentially I did not get the mattress until 4 days after purchase. Delivery people seemed very rushed and they were so rushed they forgot part of my delivery, which I then had to go pick up myself. For spending over 7,000.00 on a bed, I truly expected to have better CS. I have talked to my sales rep about my bed not really being what I expected, it is very firm, but he has stated I needed to give it more time. I have read on your website to give it at least 30 days, so I will, but I am a bit leery as to how the 1 year guarantee will hold up after the way the purchase and delivery went. Not a very happy Mattress Firm buyer at this point although the sales rep upgraded my bed frame to a wirless remote intead of the remote I purchased with the wire. I appreciated that, but I was still disappointed in missing plans for 2 nights waiting on a bed to be delivered.
After five months my Serta icomfort mattress no longer offers support and sags where you sleep. I was going to purchase a Temperpedic brand when I went into the Mattress Firm store. The salesman, Ken recommended the Serta, saying it was a firmer, more supportive bed, and costs less.
After four months the bed has lost any of the support it had and the foam sags when you lay on it. I paid $25.00 to have the bed inspected and all they did was lay a string across the bed. I asked the inspector to push on the areas where I sleep and you can feel the difference in the foams support. He said no "all I do is measure the sag".( was only 1/2" and must be 3/4" and I had been out of the bed more then 7 hours)
I explaided that you are missing the point, the foam has become soft and gives-in and offers no support. It's like sleeping on a old hotel bed, and this is only after four months.
Mattress Firm says comfort is not a warranty issue. The service rep told me to contact Serta. Serta told me that they do not deal with the issue and I need to contact the store.
Entering into our second time having our mattress replaced under warranty. We bought our King size Simmons Beautyrest Chasewood Firm mattress on 4-15-11 from Mattress Firm in Johnson City, TN. They replaced with a new one on 4-20-12. Just placed a call to have this one replaced as well. Junk! After only 6-8 months they both started to sag terribly, hurting our backs. We will never buy there again! Recommend going to a better retailer. Paid over $1300 for this crap! Also, the management changes frequently at the Johnson City, TN store. Usually not a very good sign.
I bought a mattress when it was matress giant. Still the same people. Still the same poor customer service. They are great when you buy but will not do anything after that. It's a fight for any warranty. They are very rude. Go else where.
The wrong box frame came and was torn. Bought expensive Tempurpedic on 5 years same as cash but didn't like it. Salesperson didn't bother to tell us the bed was bad for stomach sleeps and developed back issues. Exchanged for a new bed the beginning of September that was less than half the cost. Here we are inDecember and my account is still wrong. Many phone calls to get the refund on my statement. Then many call s to get the same as cash back on my statement. NOW calls to get the monthly payment to match my current balance-- not the original balance. Phone calls not returned, finger pointing for the blame. Will NEVER buy from them again.
I had a problem with billing but several sales staff and managers tried to get the power platform credit and balance out our account to zero. Several MF staff worked on the problem and was resolved. They do get it right.
Original Review (11/3/12):
On 6/7/2012 Mattress Firm in Irving, Texas sent delivery truck to pick up mattress and power platform. All items were picked up by Mattress Firm but the record printed in store shows only mattress but not platform pik-up. Two e-mails have been sent to Mattres Firm Warehouse to see the manifest to prove the platform was also picked up is still unavailable. This is 11/3/12 and still no resolution and Wells Fargo has been notified but still want payment for merchandise I do not have.
Mattress Firm is a mattress specialty retailer based in Houston, TX. Mattress Firm offers a general assortment of mattresses, including models from Aireloom, Classic Brands, Dormeo, , Kingsdown, Natura, Pure LatexBliss, Restonic, Sealy, Serta, Simmons, Stearns & Foster, Tempur-Pedic and YuMe. Mattress Firm has mattress stores in over 30 states serving a number of different metro areas.
Alabama, Arizona, Arkansas, Colorado, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Minnesota, Mississippi, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin
Albuquerque, NM; Appleton-Oshkosh-Neenah, WI; Asheville, NC; Athens, GA; Atlanta, GA; Atlantic-Cape May, NJ; Augusta, GA / Aiken, SC; Austin-San Marcos, TX; Baltimore, MD; Barnstable-Yarmouth, MA; Baton Rouge, LA; Beaumont-Port Arthur, TX; Birmingham, AL; Boston, MA / Southeast New Hampshire; Boulder-Longmont, CO; Brazoria, TX; Brownsville-Harlingen-San Benito, TX; Bryan-College Station, TX; Buffalo-Niagara Falls, NY; Cedar Rapids, IA; Charleston-North Charleston, SC; Charlotte-Gastonia, NC / Rock Hill, SC; Chattanooga, TN / Northwest Georgia; Cincinnati, OH / Northern Kentucky / Southeast Indiana; Clarksville, TN / Hopkinsville, KY; Colorado Springs, CO; Columbia, SC; Columbus, GA / Eastern Alabama; Columbus, OH; Corpus Christi, TX; Dallas, TX; Daytona Beach, FL; Dayton-Springfield, OH; Decatur, AL; Denver, CO; Des Moines, IA; Dover, DE; El Paso, TX; Evansville, IN / Henderson, KY; Fayetteville-Springdale-Rogers, AR; Fort Lauderdale, FL; Fort Myers-Cape Coral, FL; Fort Pierce-Port Saint Lucie, FL; Fort Wayne, IN; Fort Worth-Arlington, TX; Galveston-Texas City, TX; Green Bay, WI; Greensboro--Winston-Salem--High Point, NC; Greenville-Spartanburg-Anderson, SC; Hamilton-Middletown, OH; Hickory-Morganton-Lenoir, NC; Houma, LA; Houston, TX; Huntsville, AL; Indianapolis, IN; Jackson, MS; Jackson, TN; Jacksonville, FL; Janesville-Beloit, WI; Johnson City-Kingsport, TN / Bristol, VA; Jonesboro, AR; Kansas City, KS / Western Missouri; Kenosha, WI; Killeen-Temple, TX; Knoxville, TN; Kokomo, IN; Lakeland-Winter Haven, FL; Laredo, TX; Las Cruces, NM; Las Vegas, NV / Northwest Arizona; Lawrence, KS; Little Rock-North Little Rock, AR; Longview-Marshall, TX; Louisville, KY / Southern Indiana; Lowell, MA / Southern New Hampshire; Macon, GA; Madison, WI; Manchester, NH; Mansfield, OH; McAllen-Edinburg-Mission, TX; Melbourne-Titusville-Palm Bay, FL; Memphis, TN / Eastern Arkansas / Northern Mississippi; Miami, FL; Milwaukee-Waukesha, WI; Minneapolis-Saint Paul, MN / Northwest Wisconsin; Muncie, IN; Myrtle Beach, SC; Naples, FL; Nashville, TN; New Orleans, LA; Norfolk-Virginia Beach-Newport News, VA / Northeast North Carolina; Ocala, FL; Oklahoma City, OK; Orlando, FL; Philadelphia, PA / Southern New Jersey; Phoenix-Mesa, AZ; Pittsburgh, PA; Portland, ME; Portland, OR / Vancouver, WA; Portsmouth-Rochester, NH / Southern Maine; Providence-Warwick, RI / Fall River, MA; Punta Gorda, FL; Racine, WI; Raleigh-Durham-Chapel Hill, NC; Richmond-Petersburg, VA; Roanoke, VA; Rochester, MN; Rockford, IL; Saint Louis, MO / Southern Illinois; Salt Lake City-Ogden, UT; San Antonio, TX; Santa Fe, NM; Sarasota-Bradenton, FL; Savannah, GA; Sheboygan, WI; Sherman-Denison, TX; Shreveport-Bossier City, LA; Tampa-Saint Petersburg-Clearwater, FL; Toledo, OH; Topeka, KS; Trenton, NJ; Tucson, AZ; Tulsa, OK; Tuscaloosa, AL; Tyler, TX; Vineland-Millville-Bridgeton, NJ; Waco, TX; Wausau, WI; West Palm Beach-Boca Raton, FL; Wichita, KS; Wilmington, NC; Wilmington-Newark, DE / Northeast Maryland; Worcester, MA / Northeast Connecticut
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