Mattress Firm Clearance Center NASA — Attraction in Webster

Please never purchase from the store. Wet mattress alert.

I ordered my mattress one week in advance on 4/24. A stearns and foster hurston luxury cushion firm. Unboxed. Usually rejected deliveries because of something minor. 1600, priced dropped 50%™and a box spring included. Delivery set 5/1. They robocalled me on 4/30 to let me know my delivery window was 1045-1245.

5/1 robo call at 1110, to let me know they were approx 30 mins away. So I and my cousin sat watching the gate (because we heard horror stories). Nothing for 50 mins. So I called the branch to speak to my sleep expert Leonardo. "Let me find out what happened". 20 minutes later I call back again, Leo says "Oh they tried to deliver, but left because you didn't pick up the phone". My phone had not rang, there was no voicemail left, there was no delivery truck that ever approached that gate. They didn't reach out to the sales team to try either. Him: "Oh well they took a picture of your front door" Me: My people and I have been here the whole time Him: "oh I mean of your complex" Me: "we have had a clear view of the gate this whole time" Him: "oh it's a screenshot of their call history showing they dialed you" ... After several more back and forth calls it went from.... we'll try before end of day, to I'll try for Sunday, to maybe Monday or Tuesday. I asked for them to email me the picture of the proof they tried to call me... "Of course... Let me confirm your email".... Two hours later.... "Our email is down.... I had to text it to you"... Text that was apparently unavailable during my "missed delivery". Now I've wasted the time of family and friends, and had to take off work for delivery. So I took off Tuesday, for my trouble they upgraded my delivery from drop at door to include set up (though I asked for an upgrade on the box spring to the adjustable base). I was told a manager would call me, they never did. Only once I was called on speaker and Leo told me the manager was listening... So I waited for the manager to introduce themselves, offer an apology... Anything.... Silence.

Delivery day I again watch the gate, this time they show up and actually call. We get the mattress up to my apartment, they asked me to inspect through plastic and sign. I was told "don't worry about looking at the bottom of the mattress, you'll want to look at the top". After looking I reminded him they were supposed to now set up the mattress. When they pulled off the plastic and I saw what was underneath i immediately refused the delivery and called to ask for a refund. The mattress was wet to touch. Leo was out but Harriet decided to tell me that a pre-owned mattress is bought as is. To which I informed her that a wet mattress is an indication that in between the time I purchased it and the time they actually delivered it it had come into contact with water which is no longer as is nor up to standard for typical pre-owned items. (See pictures)

I still haven't received a call back from leo nor the manager, despite sending him the pictures.

I will NEVER purchase from this company again (this would have been my 3rd in 8 years) and whoever tells me they plan to, I will attempt to disuade them.

The ONLY competent person I spoke to throughout the process was Chantelle in the league City branch. The rest of them need a course in...

Reece has been an OUTSTANDING help to us this past year. We came in just browsing starting last October and spoke with him then. Unfortunately, several months later, as we were out shopping again, we ended up going next door to Exclusive Furniture, where they quickly sold us a mattress and adjustable bed. (This was the worst decision we could have made, looking back, and we regret it!) They were not knowledgeable, and the adjustable bed they sold us was NOT compatible with the mattress they sold us, and we ended up with it nearly jeopardizing the integrity of our mattress. The base skipped along the floor and began to get weak in the center, as it was not appropriate for the weight of the mattress we bought from them.

We went back and saw Reece, and he remembered us from our previous visits. He helped us to get an adjustable base that was sturdy enough for and compatible with our new mattress. He helped us to get the best price possible, and was very knowledgeable about what we needed and explained everything to us. He absolutely saved the day and we are so excited to get our new adjustable base that will actually be compatible with our mattress. We are thankful for the Mattess Firm warranty and are confident that we made the right...

Reese and Daris were very helpful guiding me through the online warranty claim process. Will return to the store to get new mattress after the warranty claim is approved.

The 3rd party warranty dept is a whole different experience. They look for every single technicality to not honor the warranty. Even though my mattress sinks deeper than the grand canyon, a small stain om side of mattress was their reason for denial. Im going to submit one more time and if they deny again on some other technicality, I'll never buy again from mattress firm. They know a small stain has nothing to do with the mattress integrity...this is by design to wear the customer down until the give up from frustration

Update 4/21/24. After steam cleaning mattress to remove ice cream stain my son made, which has zero to do with the mattress sagging in the middle terribly, the warranty people still denied my warranty claim. Would've been nice to know from the beginning that they would deny the warranty even after steam cleaning it. Extremely disappointing that Mattress Firm chooses to use a technicality to deny warranty when it's clear the mattress internals are defective. Warranties are only as good as the company that...