Denver Mattress — Attraction in Grand Junction

Please see addendum at the bottom of my review!

My wife and I have made several purchases at Furnitire Row (parent company of Denver Mattress). Always happy, but never had to make a warranty claim. Then our mattress purchase. We purchased dual king XL mattresses with dual adjustable bases. After less than one year, one of the mattresses began to lose support. We switched mattresses and rotated them to no avail. It only got worse. One mattress completely fine, one getting softer by the day. I went to our retailer in Grand Junction and explained. Was told to take photos with a straight edge on top of the mattress to show sag. I did and emailed the photos. After more than two months (yes!) and still no response, I made another trip to the store. I was told the salesman who I emailed the photos to had been transferred to another store and there was no record of my claim. I needed to start another claim. Photos this time should be made with a string not a straight edge... stretched tight over the mattress. I produced my original photos and was told those would not work. It became clear warranty claims were not a priority. There wasn’t even a standard procedure to prove failure. My solution? Look for a competitor in the furniture business that backs the product it sells. The mattresses were called “Madison’s”.

Products fail. I accept that. The company that fails to honor their warranty is not worth accepting.

This is an addendum to the above review. The day after posting this review, the manager of my local Denver Mattress called me directly. He made no excuses and gave only apologies for how my situation had been handled. Manager “Stefan” offered me a new product or store credit. Whichever I preferred. He was very professional. Thank you for making this...

The lady I worked with was Tabitha. She was amazing! She didn’t rush me through trying 8 different mattress brands and there styles and through 4 different times through out my visit going back and forth and forth and back and forth to try them. She was knowledgeable in each of the products. Her knowledge showed through her knowing the last mattress I purchased in the past (10 years ago) and my physical issues (I disclosed on my own will), as she was able to take me to mattresses she thought would make a good fit. I narrowed my choice down to two (I need time to choose one). She also helped with a pillow and could tell by looking at my neck on the pillow and the positions I sleep in, which pillow I most likely would choose.... this is after I told her which pillow I came to try and found another that fit me better! The service was fantastic!! The type of service I wanted and is hard to find these days! Thank you Tabitha! * EDIT 7 months later I have gone back to decide on a Matress. I worked once again with Tabitha. Tabitha was just as patient and knowledgeable as she was previously, allowing me to make a choice between 2 Matress brands Purple and Casper. What was great was because a couple others from the last time I visited were discontinued, Tabitha remembered which Purple I liked last time and helped me to eventually choose the Purple Matress. Thank you once again for the wonderful experience!! The buying process is not rushed and assisted with ease with Tabitha’s knowledge and patience! I’m excited to be getting my Matress and adjustable bed frame soon!! You can tell this location wants their customers to be happy with...

Firstly, I would like to say that I'm grateful to be receiving a mattress. Denver Mattress in Grand Junction knows my situation when I called yesterday and asked Stephen if they received payment yet, he stated no and that if it was received by friday then I would have my mattress by this weekend. I received a message from the texting system that asked me to leave a review just this morning so I assumed they received payment and called Denver Mattress and the call was answered by Tabitha. She confirmed that the payment was received when asked, but said they would have to order it from Denver. I told her that I will be moving into my new apartment tomorrow and that I have no other furniture, she said that they are not required to hold any items pending payment which seems pretty normal. However I asked if there was anything available within my price range in stock and I was told it will take 3 weeks coming from denver. I informed Tabitha that I would have to sleep on the floor until then and she didn't seem concerned in the least. I'm sure when the mattress arrives it will be worth the wait, but the customer service from this store seems horrible and the planning and scheduling could use a touch up. Overall I'm sorely disappointed in the time frame and handling of...