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salesman was excellent, the company is VERY POOR

  • Selection: Good
  • Expertise: Excellent
  • Service: Very poor
Manufacturer Service

Posted by Richard from Miami, FL on September 8, 2020

I purchased a tempur-pedic mattress and adjustable base from this store. I noticed that the mattress slides Laterally when you use the base. I made the complaint AND sent in a video showing them about it and that I had a concern of falling off the end of the bed after I had shoulder surgery which DID happen. Luckily, someone was home otherwise I would've been stuck between the bed and dresser. All of my concerns were presented to the personnel at the MF store and in emails. The suggestion from MF was to go with a heavier mattress, which we did. I was charged $150 for switching out the mattress even though it wasn't for 'comfort' as the charge stated. Eugene sent me an email saying the company was going to refund me that fee which they never did. I called the maker of the base and they told me I don't know what I am talking about and never heard that happening. During this process, I spoke to a salesman at another MF store who had the same setup and he told me his does the same thing and hes notified the base manufacturer of the issue... so the company lied. We did try multiple ideas but none worked. I called MF but once they get your money, they don't care about you anymore.
The store in Cutler Bay has closed but I would warn people to steer clear of MattressFirm. It's not a company that cares about it's customers and once you buy, you are on your own.
I do have to say that my salesman, EUGENE, was awesome. He is the only bright spot in this whole ordeal and he couldn't understand why MF basically ignored me.
I've had to sleep on a mattress I paid a lot of money for and still don't sleep well but cannot afford a new mattress so I've had to deal with it.
BTW: if MF wants to contest this review, I still have all my paperwork so take your best shot!

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