Mattress Firm Aiken II — Hotel in Aiken County

I purchase a new mattress and frame from here in January of 2020. The buying experience wasn’t a bad one at all. It wasn’t until years later when I attempted to use the 10 year extended warranty that I bought that I noticed their warranty provided is a scam. I paid for a $250 10 year extended warranty for the adjustable bed base. I started the claim process, just to be passed around like a blunt at a sorority party. It took almost 2 weeks for someone to come out and evaluate the damaged base. They then said that they would return to “fix” the issue. It took almost another 2 weeks before they provided us with a return date. They returned to the house, but come to find out they forgot to take measurements, so he took the measurements and again said they would return to “fix it”. With no communication from either mattress firm or the 3rd party that did the inspection, our claim was denied. I paid for a $250 warrant that would not be honored. Mattress firm said that their warranty does not cover broken or damage frames. It was just for “pistons and motor”, or small replaceable parts. They instructed us to go through the claim process with Tempurpedic for frame damage. So after almost 2 months of the runaround from them, I called tempurpedic, just to find out that they have a 20 year limited warranty on their frames. Definitely should have done my due diligence, but I now know that I will no longer be doing any business with...

I was apprehensive about purchasing a mattress from a "Mattress Firm" store with such low ratings. A few weeks later, after purchasing a mattress I'm here. Do yourself a favor and find a mattress company that puts your satisfaction first! I was sold a damaged mattress (extremely lumpy) . I called to return or exchange due to its damage and I was told that I would be charged $100 for the delivery and pick up. Why am I being charged for a damaged product form your company? I would be embarrassed to sale a customer a mattress in this condition and would be 100% accommodating. My original delivery was completely free and because I wanted to return/exchange I was told by Kisha and Rosetta that their BOSS ( general manager) told them to charge me a Delivery and pick up fee listed as "gold delivery". Not only should the "pick up" be free but I should have received better customer service. I originally wanted to exchange my mattress but after this unfortunate situation I will have to take my business else where and will advise friends and family to...

I was dreading buying a new mattress as it's one of the most consequential decisions you'll make, Lithia at Mattress Firm was one of the most knowledgeable salesperson I have dealt with. in a long time. What a great experience. It took me three days to make a decision and Lithia just came along for the ride. Absolutely no pressure. She was extremely patient and pointed me to the right mattress for me. I was surprised how much I enjoyed the process. Cannot say enough good things about Lithia. I would recommend her and Mattress firm to anyone shopping for a new mattress. Also of note was the delivery service they use. I received an email from them confirming the day it was to be delivered and a two hour window of when to expect the delivery.and then a text telling me they were 1/2 hour away. The delivery personnel were very courteous and efficient. What a joy not to have to sit home all day waiting on a delivery. If Lithia had not sold me on Mattress Firm there delivery...