Mattress Firm American Fork — Hotel in American Fork

If you're looking for a great mattress buying experience, keep looking! The day we bought our mattress, everything was fine. We ordered a Purple Mattress, there was a sale on what we purchased, we left satisfied. That's where the good experience ends. We decided to add on an extra pillow to our order, so we called and they sent us a link to pay for it online. I did so (or so I thought), but apparently the website timed out after I typed in my credit card information and the transaction never went through. They told me our mattress would be delivered on a Friday and they would call us Thursday night to schedule the delivery. They never called, so I called 3 times Thursday night to try to ensure our mattress would be delivered. I was reassured by the employee that it would be delivered (he obviously never bothered to actually check on our order). The next day arrived--no bed. So we called again and they regretted to inform us that because the transaction for the extra pillow wasnt completed, they weren't able to deliver the bed. I was extremely annoyed that they had to reschedule our delivery because an employee was too lazy to check on our order.

Finally, the bed came. With the wrong color sheets, and missing a pillow. I called again, the man I spoke to apologized for our inconvenience and said he would order the right color sheets for us and they would be delivered in a week. It was then that they told us one of the pillows was on back order and wouldn't be available until 3 weeks later, when we would have to go back to the store to pick it up. The sheets never came.

About 6 weeks passed and we decided the bed wasn't comfortable enough and we decided to return the mattress. We had been informed at the time of purchase that there would be a 20% restocking fee if we returned it and that they would charge us $99 to pick up the mattress for the return. After we called to return it, they also let us know the pillows and the sheets weren't returnable, so we were out $800. I realize that this information was probably on the paperwork I signed, but it would've been nice if they had informed me of it at the time of purchase. Our overall experience was terrible and we will never shop there again. Please take the time to properly train...

Didn't set-up the beds as promised.

After a flood in our basement that ruined the beds and mattresses in our kids rooms, we bought 3 new mattresses from Mattress Firm.

I was surprised to hear during checkout that when the mattresses get delivered, the delivery people will also set-up the beds. What a wonderful thing to offer, especially with how expensive mattresses are.

When I had to reschedule delivery I asked the sales rep if I remembered correctly that they would set-up the beds. They assured me that they would. I asked if they also would move the boxes containing the new beds from the garage into the bedrooms as well, or if we should move them before hand. The rep asked if we would move them to the rooms, which I agreed to.

I ended up rescheduling the delivery twice more after that, and each time I asked the sales rep again, will you set-up the beds? Yes we will they replied each time.

The day before delivery we made sure that all the boxes with the new beds were in the bedrooms.

On the day of delivery I was called by the delivery driver to make sure we were home. My 19yr old son was home, no problem. I asked the driver, if he would be setting up the beds. Yes we will he assured me.

The delivery people arrived, packed the mattresses into the house, removed them from their packaging and were going to leave. My son asked them if they were going to set up the beds. Oh, we don't do that he told my son, and they left!

After all those confirmations, you don't do that?!

Everything else about Mattress Firm was great, but this is not right. So many times they told me that they would set-up the beds, even confirming it again 30 min before showing up at my house, and then, "We don't do that". Why even bring it up in the first place? Why confirm it over and over?

So yeah, that was very deceptive. I'm happy with the mattresses themselves, but this...

I bought a mattress from mattress firm on their Labor Day sale in American fork Utah. So that I could get the big sale they had; a mattress with a free adjustable base. This has been the WORST experience of my life. They started off by delaying my mattress delivery 6 times telling me it would be there the following Monday, just for me to not hear from them and then to say they would push it back another Monday. And then finally when I got them to bring my mattress they had deleted my free adjustable base off my purchase. So I had to contact them again and have them deliver that a week later after my mattress. When I told them multiple times to deliver them together because I’d have to take off from work to receive them and they said no problem. After all of that I finally got my mattress which took almost a month and a half when I was promised two weeks. I called to figure out the payments which they promised with the Labor Day sale would be $1 for 4 months and then the payments would start in full after that so I would have 4 months to save up for my mattress. Today is the day that the $1 payment should start and I called the company to set up payments and they told me there’s no such thing as that promotion $1 for four months. It would actually start in full now: $57 for 12 months. The cost is doable but the endless lies and lack of fallow through is what makes me angry. There is no end to mattress firm and there lies. Do NOT buy a mattress from this company. It has been two long months of chaos just to get my mattress and free adjustable base. And I’m just starting the payments and I have a feeling there will be many more problems in the...