Mattress Firm Midtown Village — Attraction in Tuscaloosa

I would give it no stars if it were an option. I purchased a bed and ergo frame with all the options and ... 1st the mattress was not as soft as the one in the store when it arrived so I called and explained this to Carla and was told it takes 45 days to a year to break the mattress in. Who can go that long without a good night sleep? 2nd the mattress came without a state tag, so they had to deliver another mattress after 30 days, so that meant I had to start breaking in another hard bed. 3rd the plush posturepedic is soft in the store but don't let that fool you, when you get it, it is very firm. If you have muscle problems or arthritis this bed is unbearable. 4th they guarantee you will be satisfied or your money back, what they don't explain is that 20% of what you pay YOU WILL NOT GET BACK + $99 TO COME GET THE THING. So for a bed I paid $5300 for I would be getting $4200 back. I don't know about you but paying $1100 dollars for 2 months of bad sleep seems a little steep. Update After speaking with an associate named Bo, I told my displeasure in the situation and expressed that I would not leave a good review and that I would let the BBB know the situation, he said go ahead, so I did. Mattress Firm is not a member of the Better Business Bureau but did let me leave my story. The Bbb contacted Mattress Firm and the Tuscaloosa Manager called and left a voice mail stating that I should not talk to the store associate but only to her, Kendall or the District Manager and that she would call me on Sunday or Monday to discuss resolution but it is now Wednesday and I have not...

Update 7/1/24 Well after 117 days we decided that the mattress we had chosen wasn't perfect, we chose firm and I'm a side sleeper and I'm waking up in the mornings with pain in the hips. So I called the store and spoke to Staci about swapping it out for a plush. I know we're going to pay the $200 for them to do the swap, she's going to set it up and text me with the appointment. In less than an hour I got a text from her, now this is what you call honesty, she tells me that because the mattress is on sale, they're waving the swap fee and it'll be delivered in 2 days. I absolutely love this Mattress Firm store!! Thank you Staci for making this process so pleasant. I can't tell you how much I appreciate your amazing customer service, I highly recommend doing business with these guys!!! Midtown Mattress Firm is the best! 3/6/24 Robert listened closely to our needs and concerns, was very patient with my wife and I. His product knowledge is extremely impressive. He directed us to the mattress that he felt, and hopefully will fulfill our desired outcome. He was kind, courteous and generous. We are pleased with the transaction, it was pretty straight forward and seamless. Definitely pre covid style customer service that was greatly...

Was in desperate need of a mattress set and Emma went far and beyond from what I felt is asked of her. When I was unsure of what I was looking for, Emma instead of other mattress shop’s employees that would have just over sold the product, she carefully took her time with me and asked “how do I use fall asleep?” And when the product at the time wasn’t available, she made sure to go beyond helping me by ordering the product. After she made the sale, she didn’t just force me to leave. She patiently showed me another bed that a customer earlier was talking about and intrigued me about the history and specs on the bed. She also told me about the great quality in the pillows and sheets. Also, Sarah the manager, the day before I made my purchase made sure to take time to explain to me about some questions that concerned me. Sarah clarified the trust in the purchase I was making.

These ladies were amazing and Mattress Firm needs to do everything they can to keep this staff, if they want to have a positive future. The staff is top notch from product knowledge, professionalism, respectful and sympathetic towards the customers needs. The store is clean and well organized. 5 star to the Mattress Firm in...