PROVO, UTAH -- I purchased $3,110.73 in mattresses and bedding from the Mattress Firm in Provo, Utah on 9/6/2015. Matt, the salesperson was absolutely fantastic! He arranged delivery to my home of all items on Saturday, 9-12-15 at approximately 9 am. Saturday came and at 11:30 am, I had not received my purchase. I called Matt and asked where my delivery was. Matt made some calls and discovered that not only had the warehouse not fulfilled my order, they did not have the complete order available. I was disappointed, but agreed to accept two of the three mattresses on Monday, 9-14-15 at approximately 12pm. I was assured that the delivery would be made.
On Monday, 9-14-15, I received a call from Matt explaining that the delivery wouldn't becoming because the warehouse was unable to fulfill it. Matt, apologized and tried to arrange another time. Having had enough time wasted sitting around waiting for things I had paid for and my children sleeping on the floor waiting for beds that never came, I cancelled the order and asked for an immediate refund. Matt said that it would take 5 days to get the refund of the cash I paid for the bedding. I told Matt that was not acceptable as I needed the money to purchase beds from somewhere else and I didn't want my kids sleeping on the floor that long.
Matt, who has been amazing through this whole situation said he would call his Area Manager. A few minutes after speaking to Matt on 9-14-2015, his Area Manager called and basically told me there was nothing he could do. He explained that the refund had to be approved to confirm the condition of the merchandise that was returned. I told him that I never received the merchandise. He didn't know what to say.
I did drop the F-bomb once, and all he could do was get upset at me for being angry and saying a naughty word. What a complete failure in following through on a purchase. It cost me time from work, a missed soccer game and two wonderful kids without beds to sleep on. Matt was great. Nothing but thanks.
KENNESAW, GEORGIA -- My husband and I were looking for an adjustable bed. The manager of the store was very knowledgeable and patient as we tried out several beds. There was a couple day delay, but the employees were very sympathetic and made restitution for the inconvenience. I have bought several mattress from Mattress Firm and will continue. I highly recommend them.
GREENSBORO, NORTH CAROLINA -- Last weekend, my husband & I went to your store to purchase a new mattress. We were treated very well by your salesperson, Adam, & found the exact bed we wanted. Adam scheduled us an appointment to have the bed delivered. We were very excited about the delivery. When the delivery guy arrived, he looked like he didn't want to be at our house. He spoke very slowly & got mad at my husband because he needed to remove a bed from our house. Per Adam, the delivery guys usually remove the old bed from the customer's house anyway.
My husband felt offended that the man was giving him an attitude. It wasn't what he said, but how he said it. His words were rather abrasive. I don't know what his problem was, but I wish he would leave his issues at home & treat the customer with respect. I wish I had gotten his name, but he ran out of our house so fast (after installing our bed) that I think there are still some footprint tracks on our carpet from his rapid departure. (Of course I exaggerate, but you get my point.)
I certainly hope this is not the kind of person you have delivering for all of your customers. I cannot compare this man's delivery with another delivery person from your store, but I hope the bed lasts a long time after dealing with his bad attitude! We deserve at least that! I hope to do business with your company in the future, but I surely hope your delivery people are trained on customer sensitivity in the future. Thank you for your time.
ORLANDO, FLORIDA -- Have 2 issues with Mattress Firm on a mattress I purchased Jan 8, 2013, and had delivered Jan 21, 2013. First issue: I purchased a mattress from their outlet center on E. Colonial Dr in Orlando. After much haggling and expressing that I wanted a mattress with a warranty or I was going to IKEA, I was told they could sell me a new Sealy memory foam mattress, with a 20-year warranty. Mattress was delivered, no warranty attached as I had been told it would be. I called, was told they would "type one up for me" and mail it, never received it. Contacted them through the website, and I got an email with a warranty card attached. Issue resolved, or so I thought.
Problem number 2 pops up on March 24. I'm vacuuming under the bed, and I dislodge a yellow piece of paper stating that this mattress had been sanitized on Jan 3, which means that I was sold used items and promised new. I immediately contacted them via the website, and also filed my second complaints with the BBB and state attorney general's office. I received a response from a **, the store manager, pretty quickly, and we have been corresponding back and forth until the last few days when all correspondence has stopped. I sent another email stating that I was waiting to hear from them regarding the $200 refund I requested, still no answer.
My next step is legal action. I will give them until the end of this week to resolve this matter to my satisfaction, and then I am contacting an attorney. I actually love the mattress, but to sell someone a used mattress and tell them it is new and also tell them it has a 20 year warranty (I was told by the salespeople that only new mattresses had warranties) is consumer fraud. I want Mattress Firm to refund me $200, either in the form of a check, or a paydown of what I owe with Progressive Finance. I need a resolution to this, with money in hand or a reduced amount owed on the mattress, by Saturday, April 6, or I am taking legal action.