Before purchase - CJ's very knowledgeable and been very patience in helping me to get a mattress that is right for me.
After purchase - On Monday (11/6), I went to Mattress Firm store to order a mattress. Since the store did not have the ready stock for the mattress that I was interested, the store manager had his words of rushing the order before the delivery order close for the day so that I could get my mattress delivered to the store from other stores on Tuesday. We rushed for the order, but even after I confirmed a mattress, the store manager would still not place the order until I agree to purchase the mattress protector. On Tuesday morning, I was informed by email that the mattress would not be ready for pick up on Tuesday and so they offer free home delivery for me on Thursday - I'm not sure if the delay in placing an order for me caused this.
On Wednesday evening, I received an email from mattress firm stating that they scheduled my delivery on Thursday in the 10am-12pm window without having anyone inform me before scheduling the delivery. I know I will not be available during that window so I called in the unfriendly Mattress Firm customer service hoping they could help to reschedule the delivery. But I was told that they couldn't do anything about it, and I had to call the store about it the next morning.
I called the store at 10am, and no one answers the phone call. I went to the store in person and told them about the issue and they couldn't reach the delivery person by phone. When I left Mattress Firm store to run errands, the store called me and told me that the delivery stopped by my apartment when I was away and they left because no one is at home. The store offered me a redelivery on Saturday and a free pillow and free mattress protector.
The store got my number wrong so they couldn't reach out to me at first but they got my email right and no one bothers to email me to ask for my availability. I've never been such upset with purchase. I've been sleeping on the floor for days and have been waiting for my mattress for days... And mattress firm was repeatedly breaking its promises while showing no intention of correct the order with poor customer service and failure to contact customer despite the fact that they have the right email.
Frankly speaking, even if Mattress Firm offering me the mattress, mattress protector, pillow, and delivery for free, I would still have to think twice about it due to extreme disappointment experience I got with Mattress Firm.
All USA
Before purchase - CJ's very knowledgeable and been very patience in helping me to get a mattress that is right for me. After purchase - On Monday (11/6), I went to Mattress Firm store to order a mattress. Since the store did not have the ready stock for the mattress that I was interested, the store manager had his words of rushing the order before the delivery order close for the day so that I could get my mattress delivered to the store from other stores on Tuesday. We rushed for the order, but even after I confirmed a mattress, the store manager would still not place the order until I agree to purchase the mattress protector. On Tuesday morning, I was informed by email that the mattress would not be ready for pick up on Tuesday and so they offer free home delivery for me on Thursday - I'm not sure if the delay in placing an order for me caused this. On Wednesday evening, I received an email from mattress firm stating that they scheduled my delivery on Thursday in the 10am-12pm window without having anyone inform me before scheduling the delivery. I know I will not be available during that window so I called in the unfriendly Mattress Firm customer service hoping they could help to reschedule the delivery. But I was told that they couldn't do anything about it, and I had to call the store about it the next morning. I called the store at 10am, and no one answers the phone call. I went to the store in person and told them about the issue and they couldn't reach the delivery person by phone. When I left Mattress Firm store to run errands, the store called me and told me that the delivery stopped by my apartment when I was away and they left because no one is at home. The store offered me a redelivery on Saturday and a free pillow and free mattress protector. The store got my number wrong so they couldn't reach out to me at first but they got my email right and no one bothers to email me to ask for my availability. I've never been such upset with purchase. I've been sleeping on the floor for days and have been waiting for my mattress for days... And mattress firm was repeatedly breaking its promises while showing no intention of correct the order with poor customer service and failure to contact customer despite the fact that they have the right email. Frankly speaking, even if Mattress Firm offering me the mattress, mattress protector, pillow, and delivery for free, I would still have to think twice about it due to extreme disappointment experience I got with Mattress Firm.