Mattress Firm Avon — Hotel in Avon

Mattress Firm Poor Customer Service

The Avon, IN store sold me a $3500 bed with free headboard brackets for my elderly mother, who I was visiting from out of town. Headboard brackets had to be ordered and would arrive at the store for me to pickup. I would not be in town when they arrived- but would pick them up 3-4 weeks later while visiting for Christmas. Illness prevented that trip- rescheduled for 3weeks out. (this upcoming weekend.) Planning ahead, I called store on Tuesday to find out Friday/Saturday hours and have the brackets ready for pickup. They associate/manager on duty was busy with customers and told me he’d call back. In afternoon, I called again as I didn’t get a call back. No call back again. Called Wednesday morning, but Associate/manager was “too busy with customers” to help me. Called back several times and several hours later was told the “order” for the brackets had been voided just days after the bed was delivered, but that they would check the local warehouse, and they would call me back. Never got a call by afternoon. So I called main Mattress Firm customer service and was told they would have a district manager call me within 48 hours. I called main Mattress Firm Sales and was told the base was discontinued and I would have to call the manufacturer to get brackets. An hour later the store called to tell me there was one universal bracket in the Carmel, IN warehouse that should work, but I would have to go there myself to pick them up, because they can’t get them in until next Tuesday.

Mattress Firm district manager still hasn’t called, I will be leaving for my trip tomorrow (Friday), and will be extremely inconvenienced to obtain free brackets that only “will probably work on that base”. I called a local Wisconsin retail store (not a mattress firm) 5 minute drive from my house and they have the specific headboard brackets. Rather than spending hour and half driving to Carmel myself, for universal brackets that may not work on purchased base, I went down street here and purchased for $65. This is the only way to be sure my mothers bed will be complete on this trip. What a hassle. Wish I would have gone elsewhere. Will go elsewhere when I purchase...

My first review of Mattress Firm - Avon was a 5-star review. It ends with a 1-star review. The reason it ends with a 1-star review is because even though I loved our shopping experience and Mike was a really helpful and knowledgeable salesman, the delivery aspect of it was unreal.

Let's be honest, I know that we are not the only customers out there and I know there needs to be some sort of give on our end of things, but our purchase was about $3,500 and we paid for delivery. Before making the purchase we were very clear my wife and I could not miss any time from work and deliver had to either be on a Saturday or during the week after a certain time. We were told that should not be a problem.

Delivery reminder call would come and we'd be told delivery would be in a good time frame or not during a good time frame. After multiple attempts, delivery coming at the incorrect time and no cooperation from the shipping manager, we cancelled our order. Store side did all they could to help us.

I'd say Mattress Firm would be a great place to buy a bed if you stayed home all day and could wait around for them to decide to show up. Otherwise, I'd...

Their top of the line mattress firm 900 adjustable frame broke within a week. Store refuses to replace it. They wanted me to go through a lengthy and involved process of a warranty claim on a 2000$ item that broke in less than 7 days, with no guarantee that they will actually accept my claim. Now I'm waiting to hear from some "repair" company that hasn't called me back in over 24 hours. Headrest lift piston bracket sheared in half. My wife and I are both small people. It broke Friday and it's now Tuesday and I still have no idea if and when they plan on fixing or replacing it. Update: it had now been 5 weeks and still no idea if when this will be repaired. I'm getting ready to take them to court. Brand new bed frame, 5 out of 6 weeks that it hasn't worked. Update. Company has since been in contact and replaced the entire bedframe. It has been kind of an ordeal, but I'm much happier with getting the entire thing replaced than having to fix a brand new broken one. Since it has been resolved and they have followed up with several calls I have changed my review to reflect the better customer service than I was...