Mattress Firm Arnold — Hotel in Arnold Township

*UPDATE- The 30 days is finally up so I can return this mattress. I called Mattress Firm on Monday, and was told the only person that can process my return is Kyle, the salesperson, but he won't be in until Wednesday! I've never heard of such a thing. Anyone there should be able to process the return. So, today is finally Wednesday. I call Kyle and was told we have to come in person to return it. So, my husband drives over there, about 45 minutes away from us, and was told they won't pick up the mattress until September 19th. Today is August 27. We can't bring it in ourselves. What am I supposed to do with this king size mattress for the next 3 weeks?!? This has not been the best experience for us.

I have to edit my review unfortunately. At first I was pleased when I left. Yes, they upsold me big time, but I was ok with it and excited for our new bed. We got it all set up a week later. I love the adjustable frame, but the tempur pedic mattress was hard as a rock. I have never slept so bad in my life. My back is so stiff, and my neck and shoulders are sore. The $300 mattress pad is very slick, so I slide all over it, and the sheets (that I also purchased from there) won't stay on. So, I call up there, and it just so happens James, who sold us our bed, answered. Considering we just spent $9k on this setup a week ago I assumed he would remember me. He didn't. He looked us up and said Kyle handled us. Like I told him, he was the one who showed us all the beds and sold us on what we purchased. Kyle just did the paperwork (idk why). Anyway, then he tells me we can't take the bed back, even though there is a 120 night sleep trial. We have to have it for at least 30 days! I asked him how am I supposed to sleep on this for 30 days?!?! I have an alarm set for the day I can take this back. I've been sleeping (trying to sleep) on this for a week now. I got 3 hours of sleep last night. I'm going to try to lay down on the couch now. I look forward to this weekend staying at a lodge, where, hopefully, they have even a decent bed so I can get some sleep. Needless to say, I'm counting down the days...

Edited January 2022: We spent $4000 on a mattress and adjustable bed frame in March 2021. The frame snapped in the center on 01/06/2022. I called the store that day and was told to submit an online warranty claim on their website since the set is still under warranty. They didn't respond until 01/12, when they told me I had to contact the manufacturer without giving me any contact information or telling me who it was. I reached out again and they responded with a manufacturer name and #. I called the manufacturer, and they were closed in the evening. I called again the next day, and Sealy transferred me to a warranty agent, transferred me again to a specialist, then I sat on hold for 10 minutes and the line disconnected from their end. That was 4 hours ago with no return call or follow up email. So at this point we have been sleeping on a mattress on the floor for a week with no next steps offered from either the distributer or manufacturer. I have never received such poor service for such an expensive purchase.

Original review: The person we worked with was very kind. He was informative but not pushy, and took time to ensure we chose the best mattress and frame for us. The process was...

Need a new mattress? Just want to take a nap in public in public? Prefer exceptional customer service with a no-pressure staff that will listen and help you in every way possible? Sounds like you need to go to the Arnold Mattress Firm!

I went in because I was interested in taking a nap, fully clothed, in public- we've all been there, don't lie. And it occurred to me that I could experience this comfort at home, too! My partner and I were able to work with James on finding the best mattress for us. He was attentive, polite, asked a number of questions to determine what we were looking for, and at no point made us feel like he was "only interested in the sale." In fact, James made an effort to check for sales and clearance prices on each mattress he suggested that we try out. Throughout the process, he regularly verified what worked and what needs hadn't been met from the prior suggestion- which helped us make a selection that was perfect for us!

The store was clean, well-maintained, and had a friendly staff that truly made us feel like we were being treated like customers they wanted to help and less like a sales goal. If I know anyone shopping for a mattress, I know exactly who...