Mattress Firm

Our case was unique in that we went through some adjustments in model/s decided before delivery. We deciding to upgrade bed frame, changing some things etc. Levon was there all the way and excellent communication and assistant as changing terms and items around requires good knowledge and patients. He obviously knows his stuff. Since I live halfway between Ann Arbor area and Toledo, did go in to a mattress firm in OH to check on the mattress I would be getting, for one last feel even though Mattress Firm has an in-home 120 days trial. The employee in that store knew of Levon and talked well of him as a great person to be working with. Knowing he is even respected by fellow workers in others stores says something. Delivery was on time and professional. Highly recommend this store and working with the manager there.

Most places I've been to in search of quality mattresses, (And I've been to quite a few!) are just full of paycheck hungry salesmen. Dennis ** at the Riverdale Mattress Firm store was more than just a salesman, He was someone who literally understood my issues as he has very similar issues himself. he not only shared his knowledge with me but also took the time to educate me on other options and gave me a few more tools to work with. He also helped me out by discounting a floor model for me as he sympathized the fact that I have bought so many high dollar mattresses over the past several years. Great guy! more than just a hungry salesman, he was kind and knowledgeable, very helpful in my opinion. I had a very positive experience at the Mattress Firm store in Riverdale. I just thought I would share this with anyone whom it may be relevant to.

About another week later, Fedex came to deliver the order but we refused the shipment. We had to dispute the charge since they never honored our request to cancel. Only then did we get a phone call and an e-mail from their "Customer Care" department saying that they received a dispute on the transaction. We tried calling them back three times but couldn't contact anyone. We replied to their e-mail and explained the whole fiasco. They replied back saying how sorry they were and that they would send the refund request to their Accounting Department. It has now been a month and still no refund so we kept the credit card dispute active while they investigate. If you want to avoid stress and aggravation, STEER CLEAR OF THIS COMPANY... There are so many better companies to get a Mattress.

We knew we had low power lines on our road and that a 14 foot tall truck could not pass under them. We explained that and the Sales Rep. made detailed notes about the power lines and that they needed to call us BEFORE heading to our address to coordinate offloading onto a smaller truck. It was explained in the Sales Rep's notes that there is no cell service at the house; to call BEFORE leaving Denver area. The delivery appointment was made a week in advance. That's where it all went from bad to worse.

Mattress Firm was using a delivery company called Red Carpet Delivery Service. No one ever called. It was Fall and it started snowing. The truck was very late at even attempting the delivery. It was now dark. My boyfriend and I took off an entire afternoon of work to wait for these guys. "The guy" called about 7pm to say he wasn't coming and we would have to reschedule. We couldn't get another delivery appointment until another complete week.

The second attempt, went as it was suppose to. The guys called, we met them, transferred the mattress; it took them all of 5 minutes to set up. But SIX weeks later the mattress is sagging so badly, it was obvious that it would not last ONE year, much less 8 to 10 years. The Sales Rep tried to make it right. We upgraded from the $2,100 mattress to the $3,200 mattress - still using financing. Mattress Firm changed delivery services. No one would even share the name of the delivery company - not even the guys working for the delivery company. We had the SAME problem with delivery. A NO SHOW on the first scheduled appointment. No one to call. No one calling us. The Sales Rep tries to facilitate by reaching out to their dispatch person. Some guy in Florida finally called from the delivery company and tried to blame me for his people not reading or following instructions. AGAIN rescheduled a week later.

This time we waited at home all day as the delivery was supposed to be first thing in the morning. They finally called and showed up after dark. This time "the guy" doesn't want to transfer the mattress to the smaller truck. He wanted to call his boss - which I reminded him that if he had read the instructions it notes that cell phones don't work here. After a 20 minute argument, the two delivery guys finally did and took back the returned mattress. We paid a PREMIUM delivery service rate this too.

THEN the Financing.... Mattress Firm financing is through Synchrony. It took six months to get a statement from these people. First, they sent it to the wrong address entirely; THEN they STILL couldn't correct address entered CORRECTLY. When I first called, I asked for the account number and the dollar amount I need to pay every month. The Synchrony Service rep refused to give that info to me - even though I provided him with all my personal info Including SSN#. The Mattress Firm Sales rep calls on my behalf and gets the info for me. So I started sending payments based on the first mattress purchase.

Then we get the 2nd mattress and STILL no statement, but I'm still sending them money every month. They start charging me late fees and interest. I bought the 2nd mattress in November. It took me until March to finally get statements and have all the late charge fees and interest removed (5 phone calls later). After ALL THAT, the 2ND mattress starts doing the same thing as the first one. BeautyRest apparently has gone really downhill in quality. I finally bought a 4 inch thick deep pocket feather mattress ($100) to go ON TOP of the other mattress. I just couldn't go through all that crap a THIRD time.