Mattress Firm Auburn — Hotel in Auburn

Frustrating, aggravating, disappointing, and offensive. Frustrating because the sales employee could not offer me what mattressfiem.com could. I made a purchase and as soon as I left the retail location I looked online and found a better deal for a better product and had to return to the retail store to change the order. The associate was able to change the order after I showed him the offer on mattressfirm.com but was not able to offer free shipping to my door. He asked if I had a truck to pick the order up when it arrived. I said yes. No other discussion about shipping occured other than when he called and advised that my order has arrived for me to pick up. I told him I would be there the following day to pick it up. Before I picked up the order I called and talked to another employee to ask about the disposal options of the old mattress and base. She advised me of a website bybymatress.com and promptly said she had other customers and hung up the phone before my other questions were answered. Rude!!! I drove to the retail store to pick up my order and spoke with the employee that had hung up on me. Stated that I was there to pick up my order and handed her the invoice. She was rude again by saying I needed to wait a minute so she could finish an email for another customer. After she finished she called me up to the service counter and asked if I had someone with me to load the order into my truck because she could not help me with that. She further stated that they told me that when I made the order. That they always tell their customers to bring help to load their heavy orders. I promtly stated that I or the person I was with when I made the order was NOT advised of such need. There were other customers ariving at the store after I arrived. The employee greated them and said she would be right with them. They overheard the conversation between me and the employee and walked out of the store. After the employee showed me where my products were I went out to move my truck closer to the door to load the merchandise. The elderly couple that had walked out were still out front. They said they were appauled at what they heard and that they felt bad for me. Then they got out of their vehicle and asked if they could help me load the truck. I declined and said that it should be the retailer that should be helping not an elderly customer and thanked them . This was infront of the employee who had walked outside to ask the elderly couple if they were sure if they didn't want help that she was "done with him" refuring to me. When she asked them I thought she was talking to me and I said yes I would appreciate her help. She said " I wasn't talking to you I was talking to them"... I have think skin but this experience was so distasteful, disappointing and just down right unhelpful and rude. She should be fired! 12/30/12 a day after I wrote this review I received a phone call from the retailer. They wanted to make it right to me and offered an apology and stated that their corporate manager was aware of the issue. They thanked me for the time it took to write this review and also offered a gift shiped to my door. Thank you for attempting to make this transaction right and being understanding of my feelings as a customer. Though it should have been handled right the first time they definitely care and attempted to correct to the best of their ability the mistakes of a single...

I could not be more appreciative regarding Auburn Mattress Firm store manager James! I have been a long time customer for many years, and had a recent 'bed base' issue with the 'Tempur Pedic' company, not a problem with Mattress Firm though. I have not been able to use my own bed, because the TempurPedic adjustable base failed to function on September 22, 2024. Since the base manufacturer warranty was with 'TempurPedic', I was only working with their tech support and customer service department. A repair was attempted by a TempurPedic assigned company within a week. Still unable to repair the base, more parts were ordered. Unfortunately, I am only able to sleep now on an adjustable 'recliner' in another room in my home because of medical issues. Everytime I called tempurpedic customer service regarding an estimated arrival now of the new motor parts to my ERGO base, I was told parts were still back ordered. On October 18th, I was told the parts needed may take weeks, or months to arrive. I was also told, there was no one else available to contact for assistance through the TempurPedic company. I then called Mattress Firm in Auburn, CA. I explained to James, the Auburn store manager the problem I have had working with the TempurPedic company. James stated he would immediately look into this issue and called me back within 1 hour as promised. Tommorrow, Oct 20th, I will be receiving a 'New' ERGO TempurPedic base delivered and installed thanks to James, at Mattress Firm. I sincerely thank all staff and especially 'James', the manager of Auburn Mattress Firm for his immediate and...

Sales person (Macy) was well informed and very professional, yet friendly. Answered all my questions and patiently allowed me to test all mattresses in which i was interested. Left store to decide which mattress I’d order. A week pasted she contacted me to see if I’d had time to decide, yes I had. She gave me some instructions & texted me a link to their website where I keyed in my order including a bed frame, very user friendly. Macy called me saying order was received & that a new Sale had started with a significant price cut (YES way to go Macy) and I also could receive for free a mattress pad, sheet set. I agreed to accept both free items. She gave me a delivery date for about a month later. It was a great experience!, Delivery day came the fellas were very good. Hauled away my old mattress and set up the new bed frame, which fit right inside my old frame and vintage wooden headboard & footboard. That was great. When I asked them to take the new mattress off so I could install a Vintage Battenberg Lace bedskirt, which my Great-Great Aunt had made back in 1925 or so. The fellas had no problem and even helped me straighten the badskirt perfectly. Both men were Courteous and wanted to make sure I was happy with everything before...