Mattress Firm Augusta Exchange — Hotel in Augusta

I began shopping for a new mattress because I have a future neck surgery; pressure point pain, and a very outdated mattress. After doing a lot of research I had a good idea of what type of mattress I wanted. Mattress Firm was thr 3rd or 4th company I reached out to. After much back & forth with Robert, my online Mattress Firm salesperson, I chose Mattress Firm. My order was placed on 8/19. Needless to say, I was disappointed to be told that my new mattress & adjustable frame wouldn't be delivered until 8/31. It may sound stupid, but I have counted down the days like a child counting down to Christmas. "11 days to a good night's sleep ", etc., I received an email, after my purchase, letting me know I would receive a phone call, the day before delivery, providing a 3hr window for delivery. This call never came. At 9:15pm last night, I called Mattress Firm to get an update on my delivery. After much checking, the rep I spoke to informed me he could find no routing information for my delivery which could mean my mattress came in on a late truck or not at all. What? Really? I've waited 11 days, I gave up the chance to go out of town for the last 3day weekend of summer to be home for this delivery & no one from Mattress Firm has contacted me.? The rep said he would send my salesperson, Robert, an email & also email "the warehouse ". The rep said Robert would be in around 8-9am, on 8/31, & someone should be reaching out with more information. Well, 11am came & went and nothing...no call, nothing. So I call Mattress Firm & get a rep named Sal. Sal borderline gas lights me by telling me my delivery date is 9/5. Not that it had been pushed out to 9/5 but it Was 9/5. What? REALLY? Unacceptable. A company whose sole product is mattresses cannot get 1 mattress in & delivered in 11 days? & now it's getting pushed out another week??? & no contact about this delay has been received? Sal also told me he was emailing Robert who apparently is still not in. It is now 1pm & still nothing. Attention Labor Day shoppers: before giving your hard-earned money to Mattress Firm, make sure you want to deal with a company that does not value your time, or their own promises. A company who believes pushing your order out another week, with no contact, is providing good customer service. I had someone scheduled to pick my old bed up today. If I hadn't contacted Mattress Firm, I'd be sleeping on the floor for the next week.

10pm-08/31- haven't heard from anyone with Mattress Firm. No Robert, no call, no email, no text message. Nothing.

10:30am-09/01 - still no contact. Labor Day...

The sales associate was wonderful. However, after the sale things went downward from there.

First, I had to physically visit the store due to a rude chat person who commenced to tell me that MattressFirm did not have a mattress with an anti-sag technology. Well, this was a new mattress and apparently he had absolutely no clue.

I was informed that there was no military discount for the mattresses. I was further informed that the drivers would not take old mattresses with stains. After going over the policy, it was discovered that the policy read, "no wet, mattresses or mattress with bugs, etc."nothing that remotely referred to stains.

I paid for the mattress in cash and delivery was set for mid-January. No-show. Apparently they forgot to put it on the truck, yada yada yada. Anyway, I was offered an inconvenience discount refund on purchase. The refund was supposed to be in my account 7-10 working days per policy. Never received it even after the 12th day.

Second delivery date, no-show. The warning signals were going rapid by now. If mattressFirm is having problems delivering the mattress, then what happens if there's a problem with the mattress. Food for thought. So, I voided the purchase. I had to CALL MattressFirm to get a copy of the voided receipt via email.

Well, now I'm wondering if I didn't get the initial refund within 12 days. How long before I see my total payment refunded.

So I call MattressFirm and they tell me I can forget about the refund promised when they didn't deliver the first time because the order had been voided. Didn't want to hear the fact that the void came 12 days after the refund was due according to their policy.

So the trivia question is, how long will it take MattressFirm to return the 1000+ dollars within their policy timeframe or do I have to do the call thing again?

I hope this review helps the next person shopping at MattressFirm. You might wanna do yourself a favor and pay that extra money without going...

I do not think I express the entire experience I had here. The store manager is extremely nice and helpful. His customer service was wonderful. I went during Memorial Day weekend to experience the chance to buy a mattress during an Iconic time and this store really fulfilled the experience for me with their help and willingness to work with my situation. This place really cares for the customer first and knows that is the key to success. I honestly didn't feel there was any underhanded tactics being done here. The new guy was rough around the edges but I think he usually works at the other store down the street but he was professional and nice so there's that. The personnel that usually work at this store though made sure that they shined at the end of the day.

The floor had a lot to sample from and because the other store is just down the street, you could also sample from their store and feel different beds but it's the customer service at this store that is near the chickfila made it shine in comparison to the other store near Panera Bread.

The delivery system is pretty good but the delivery personnel is the ones that could be hit and miss. The store manager though personally made sure that the issue was corrected so I can't hold it against the location but instead praise them for again caring for the customers.

As far as value, I can't express how great it was during the sale. I can't speak on a normal day but things like free delivery is pretty good and they have other items like their mattress cover, new sheets and pillow package that was a really good starter pack for my new bed.

Thank you Mattress Firm,...