Mattress Firm Aurora — Hotel in Bainbridge Township

Very disappointed with our experience at this store. Things actually started off great as we picked out two mattresses - a platform bed queen set and a box spring full set, totaling right around $3,000 - but within just over a week, we cancelled the entire order.

The sales person was very helpful initially, but throughout the visit we realized that on two separate occasions she provided us the "sales price" for the bed platform and box spring we were looking at, but then when we were putting in our order she explained the price she quoted was not for what we were looking at but for lower grade pieces. Once we got that ironed out she then made two mistakes on the invoice by not giving us the discounts we were entitled to for the pieces we purchased. She also had quoted a delivery fee of $99, but she charged us $149. She presented us only with the total amount at checkout, not verbally itemizing each item as might be customary (our mistake for letting that go by), and we only found these errors once we returned home. We called the store and the sales person did correct them.

We were then told all the items would be delivered on the following Monday, 9 days later, and we would receive a phone call the night before with a two hour window for the delivery to arrive. On Sunday, the day before the planned delivery, we received a call that only part of the order could be delivered on Monday and the rest would not be available for four more days. We were again told we would receive a call later on Sunday with delivery time for the partial order and had ask that the store manager call us first thing on Monday morning so we could get an explanation on why there would be two separate deliveries. We received no call on Sunday about the delivery. We did not get a return call from the manager when they opened in the morning. I finally called the store after they had been opened about an hour, spoke with the store manager and after a brief discuss with no clear explanation for all the issues decided to cancel our entire order, which came in right around $3,000.

Response to Owner's comment - The manager I spoke with at the store (who was the sales person who I refer in my review) informed me she was the Area manager for 6 stores. I also spoke to to her manager (regional manager) so he could get my feedback directly. I will send an email as you requested.

Two weeks after Owner's response - I did send in a email to Mattress Firm as they requested but was never contacted by them...

My Step-Daughter purchased a queen mattress from here. When it was delivered I had issues noted below:

The Semi Truck almost backed into my mailbox even though there were already two cars parked in the driveway and had to stay on the street.

Instead of taking the Mattress out of the box in the back of the truck, they pulled the box out of the truck and pulled the mattress out of the box on the street. Even though there was plastic on the mattress, the mattress should have never touched the street. They then rotated the mattress (on two sides of the mattress) on the street before they picked up the mattress. The street was also wet and the plastic is NOT waterproof. However, I personally would have rejected the mattress at the door as soon as it touched the street. The mattress was no longer new at that point.

Once in the door, the Truck Driver took off his shoes, but the other helper did not. Please keep in mind that the ground was wet and had tracked on the hardwood floors and the carpet going up the steps and did not take ownership of this.

I called the store and reported this and stated that my wife and I need a mattress, but it won't...

Updating my review (from 5 to 2) because of the very poor delivery-day experience. Mattress was supposed to be delivered between 2:15-4:15. That’s “guaranteed”. Was delivered at 7:30! I had significant plans which were completely messed up. The delivery folks were extremely tired, seemed unfriendly, and seemed like they were going to fall down with the heavy loads. Made me very nervous watching them jump down the truck and go up the stairs in a wobbly way. It was a very hot day, which made things worse. Overall, I had an extremely poor delivery day experience. So, I am dropping my review from 5 to 2, because, due to the delivery issues, I’ll think twice before going back to Mattress Firm.

But the rest of my review is mostly unchanged... I had to edit what I had said about definitely going back to them. If you have your own truck, and a couple of strong people to do your own delivery (if they let you) I would still strongly recommend this place.

Completely knowledgeable sales associate. Not “selling”, rather informing me and describing pros and cons of my possible choices. Extremely pleasant experience...