Mattress Firm Auburn-Lewiston — Hotel in Auburn

My initial experience in the store was positive. We were left to check everything on our own, but Dylan checked in with us a few times to make sure we didn't feel ignored.

Dylan was the only employee working that day, and was helping another couple with financing so we chose not to wait. We gave him our contact info, the set up we wanted and asked him to call for payment. He sent us a link to pay via text. This is unfortunately were things went south. There was nowhere to apply the 15% coupon, so I asked him to resend the invoice with the coupon applied. This was on a Saturday and I was ignored until noon time on Monday when I replied to cancel the order. Dylan offered a discount and I reluctantly moved forward with the sale.

Fast forward 3 weeks and the delivery crew showed up and just left the bed instead of setting it up and taking the old one with them. I immediately called the store to see what was wrong and spoke to someone (Not Dylan). His immediate reaction was to blame us for not stopping the delivery crew from leaving before completing the job. The same person did reach out to the warehouse, and call back, only to blame us a second time for the crew not setting up the bed. It has been a couple hours now and they crew has not return to complete what was paid for and there has been no further follow up from the store letting me know what is going on.

I am sure they are just going to leave the set up and removal of the old mattress up to us now. A horrible experience for a very expensive bed. I will be reaching out to my bank to see if they can help me with a return and...

In February of this year we needed a new mattress. Shopped a few of the competitors, didn't care for the price-quality selections. So we tried this new store in Auburn, Mattress Firm. I am so glad we did. The salesman was working alone but was so professional. He was able to equally help all of the customers in the store in a very balanced way. We each received personal attention and then a little alone time to try different mattresses.

We bought a queen size mattress for just under $1,000. The purchase included the adjustable frame with the wired controller and adjustable head only. We didn't care for or want to spend money on the wireless and foot adjust.

Delivery was a week or two later. The delivery guys were quick and efficient. Not very chatty, but I don't need them to be.

It's now been about 6 months on the new mattress and frame. Although we thought it was kind of stiff in the beginning, I have much less backaches now. I guess my old mattress was just too soft. We adjusted the head area up just a bit to try to eliminate snoring, which works most of the time. I unplugged the controller once we found the right position. Even though this is a motorized bed frame, there's still plenty of under-bed storage.

Overall, very happy with our experience at the Auburn Mattress Firm store and the mattress/frame...

Mom went in to get a new mattress. Stacey was rude and condescending from the start. She didn't want to get up out of her chair to help. Just pointed and generalized. She was short and brusque in her responses, like she didn't care if we bought something or not. My mom is having serious neck and spine surgery. She needs to know what she's looking at. We finally decide in something. Delivery gets changed without warning. Funny thing is they delivered right next door to her. Stacy says that's not her problem. We are never told about exchange timeline, restocking fee or exchange delivery fees. Luckily someone looked it up for my Mom, before her time ran out as the doctor told her that the one she got was too firm and was causing her more issues. Mom went in to talk to her about it and once again Stacey was rude and condescending. My mom wanted information so that she could make a good informed decision. Instead she got attitude and treated like she was a bother. She's 63 and not internet savvy at all. Your job is to help, ESPECIALLY as the manager. Called corporate to file a complaint. Turns out she has several, so all these 5 star reviews surprise me. Horrid woman. We will never buy anything at this store again and likely never from Mattress Firm either. Get a better manager. This lady is...