I purchased a Beauty Rest Legends mattress from Mattress Firm in July 2019, which included a 120-day free exchange option.
After a week of sleeping on it, I had a lot of back pain which required visits to a chiropractor. I immediately called the salesperson who sold it to me & asked for an equal exchange but a softer mattress. This took 3 weeks to accomplish but I was finally told by him to visit my local Mattress Firm store to select a new mattress...which I did the very next day..
The original salesman (from July) spoke on the phone to the local store’s salesman & said he would process the proper paperwork on his end so that they might deliver it to me the following day. And then he disappeared. No followup, no phone calls, no paperwork as promised. I sent him numerous texts saying that the mattress I had selected was the only one like it in the store, they needed the paperwork processed immediately or it might be sold to another customer as they could not hold it for me.
Three weeks later & after multiple calls to his manager, various corporate departments in Houston & customer service (which does not exist), I finally received a text message from him from him asking me what CHAIR I wanted!!
I learned over a period of 8 weeks that this corporation has no accountability, no responsive upper management & no customer service. I made at least 10-15 phone calls to various departments & discovered that apparently all calls & messages are forwarded to the salesman...in this case, a highly irresponsible person who fabricated stories, made promises he did not keep, & was sorely uncommunicative. I would never recommend this company to another living soul, I have not received one response from anyone from my numerous calls requesting a call back,
The mattress I had selected, of course, was sold several days later & there has been no subsequent followup to my dilemma.
I have bern sleeping in my guest room since early August & still owe a large sum of money for a mattress I cannot sleep on.
This company is one of the worst I have ever dealt with.,.stay clear if you think you will get an exchange if you purchase from one of their Special Events sales.
Review by Paintforme Tuncer2 months ago
Initially I was very satisfied with the purchase and delivery of my new mattress from this company. I was also very surprised when they actually honored their satisfaction guaranteed trade policy. The new mattress was killing my lower back, so I contacted the store about exchanging it for another one. The process was very painless. The person I dealt with told me to make sure that the 2nd mattress was sealed and to make sure it had a manufacture tag on it. He explained to me that sometimes they will bring a mattress that some else returned. He also said that he had another customer that did an exchange and ended up with bed bugs. Bedbugs? I wasn’t sure what he was talking about and was too embarrassed to ask him. Then my troubles begin. Approximately 3 months after the 2nd mattress was delivered, I was awakened by something crawling on me. I was not sure what this bug was because I had never seen one. I didn’t know bedbugs were real. I thought it was just something people said. “Sleep tight and don’t let the bed bugs bite”. I researched the bug online and discovered that bedbugs are real and that this is what I had. I was disgusted and beside myself. Now mind you, I have had this bedroom suit for 30 years, no bedbugs. I have been in my current home for 12 years, no bedbugs. The old mattress that I took off the bed and put in the guestroom, no bedbugs. I called the store and was referred to the corporate office. I called the corporate office and they said there was nothing that they could do about it. She said they were not responsible for bedbugs and that I must’ve had the bedbugs already. I had to throw away over $1000 worth of bedding, not to mention the money I spent replacing the bedding. I had to pay over $1000 for extermination. I was quarantined out of my room for over three months. She said the only thing they could do was offer me “special” pricing on another mattress but that I still had to pay for the one they delivered. So what they do is they will pick up old mattresses from peoples homes and put them in the same truck that they deliver the new mattresses with. Needless to say I have taken a hit on my credit because I refused to pay for the mattress. I am so sorry the story was long-winded but people need to know. I actually cut out a lot of the story. You’re getting the short and not so sweet version. Keep in mind the delivery process when having a mattress delivered. With all mattress companies, not just Mattress Firm. Also, I should have researched this company before buying from them. It seems this is a recurring problem with them.
Review by Caldognetto3 months ago
does not stand behind warranty
Review by GrahameAllen Cserepkai3 months ago
Mattress Firm Elmhurst Clearance
88-02 Queens Blvd, NY 11373
As we had a tremendous experience at the Mattress Firm at this location (Mattress Firm Elmhurst Clearance at 88-02 Queens Blvd, NY 11373) in the past with the sales person, Alex, I decided to return there to get another one.
As she was not there upon my arrival another sales person, Ralph, was available to assist this time.
He was never pushy and was genuinely concerned about the type of the exact mattress I might have been looking for.
The transaction was quick and smooth, having able to identify what I had needed.
As those two pillows that were supposed to come with the mattress and the base upon the date of delivery were not available, I was explained that I would need to pick them up at the store when they come in later.
On the date of pick up of these pillows, Ralph was not available so that another sales person, Walter, greeted me with such pleasant and authentic smile.
He immediately recalled my name as one of the customers picking up the pillows, which I was blown away with. The pillows were already wrapped and had my name on them!!
Starting from Alex, who provided us with very meticulous service, entertaining and keeping our toddler while we tried different products less than two years ago to Ralph, who was extremely efficient and precise, Walter who blew me away with his service, taking away my frustration of having have to visit the store again to pick them up, are luminous.
But for Walter, my experience would not have been as near perfect as it was since I was already agitated and upset that the pillows did not get delivered on the date of the delivery with no explaination at that time.
I would definitely recommend this particular location for anyone who has access to the store by subway or any other means. It is because it is worth it!!
Mattress Firm is rated 2.0 based on
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