Mattress Firm Waterford Lakes — Hotel in Alafaya

Dear Mattress Salesman,

I just purchased an off brand mattress from a furniture store saleswoman and thought you'd like to know why you didn't make the cut. First, when I walked into your store you instinctively steered me to the most expensive mattresses in the store instead of trying to fit my needs, which she did. Next, when I did find a mattress I was interested in and was taking a few minutes to try it out, your colleague very rudely asked me to get up so his clients could lay on it...as if his clients were more important. And you said nothing to him. She recognized that buying a mattress is a major decision and let us take our time while she patiently explained the differences to us. Then, when you and I did start discussing price, you actually had the nerve to reference the type of car my husband and I got out of as if because we were in a Lexus we could afford to and should pay the MSRP for a mattress. To add to it, when I let you know what we planned to spend, you didn't feel we were worth your time and you passed us off to another salesman who took us to the cheapest mattress in the store. When I explained that I was a savvy shopper, he took rude to another level and we left. The saleswoman we did buy from actually worked with us to get something that made sense for us from a use perspective first and then fit our price. Long story short, she treated us like human beings instead of a commission check. So to Troy at Mattress Firm on Alafaya at Waterford Lakes, take a few tips from someone who views her job as a relationship instead of a dollar sign. You'll do much better that way.

Sincerely,

A...

PURCHASE AT YOUR OWN RISK! I previously left a five star review because the person who sold me my mattress was amazing but that review has drastically changed after having a very very unpleasant conversation with the manager Troy, about the mattress that was received. I thought I could let it go but I’m still suffering the consequences of purchasing a bad mattress that they refused to change for me. I purchased a queen size mattress but the mattress that was delivered to me was over 3 inches short- which is way above the industry standard of manufacturers errors. Their solution was that I should put Velcro at the bottom to stop the mattress from moving back and forth on the base…smh. I tried to be understanding and reasonable but after speaking to the Manager Troy who was absolutely rude, called me a liar (even with proof) and hung up the phone on me, I decided to just take my loss. I’m leaving this review because, everyday I wake up on this bed, angry because my pillows and anything I have on my bed falls through that gap and it is the most frustrating thing ever. Just understand that once you’ve made that expensive purchase, that’s that! You get what you get, if there’s anything wrong with your purchase they’re not fixing it. Unless it’s something that falls under the extra warranty that you pay for by the way & guess what isn’t under the warranty you purchase… a mattress that’s way shorter than what you were sold! Whatever you decide to do, just make sure Troy is not the person you get in...

If I EVER need another mattress, this is the ONLY place I'll go. I had the best experience ever here! I always dread going to places that focus on selling one thing, because usually it's very high-pressure sales - but this place honestly blew me away with their friendliness, ease, and customer service! Upon walking in with my husband, Xavier welcomed us and offered his assistance. We explained we just wanted a full-sized mattress that we could take with us, for our guest bedroom. He cut right to the chase and showed us what we had available. He was very pleasant to talk to, made some great suggestions, and really didn't push anything onto us at all. It was the quickest and easiest purchase ever. After we had chose what we wanted, while doing some of the paperwork and making the actual purchase, we were happy to meet his co-worker Danilo, who offered us even more awesome customer service with a warm personality. With some great laughs and good conversation, they helped us load the mattress into our truck and we were on our way! The whole ordeal probably took less than a half hour. It was GREAT! I seriously highly recommend this place. Thank you to the two gentlemen who gave us such a great experience and the best customer service I've seen in awhile - with such a hassle free, stress free purchase! They deserve a raise...