Mattress Firm Beavercreek North Fairfield Road — Hotel in Beavercreek

Greetings,

I typically do not write these but I felt compelled after our three week experience with Mattress Firm in the hopes to assist other customers.

We originally bought our mattress in conjunction with a Veteran's Day deal. The service we received at the location was awesome and as we were buying a bed for our daughter when she transitions out of a crib any questions we had were answered.

After this moment unfortunately is when the problems began. I elected to pick up our first mattress from the store as we only live about a mile from the store. Upon pick up there was no issue, everything went flawlessly. The problem came when we got the mattress home. As we bought a full mattress for our daughter's bed we noticed there was a lot of lateral play once the mattress was placed on the frame. Strangely, we measured and the mattress was 51 1/4" in stead of the 54" that a full mattress should be and is advertised on the website. As this is for a little kid we didnt want her rolling off and hitting the frame/bed. We called the store...was not an issue and they organized a second mattress to be delivered.

The second mattress, yes you guessed it was 52 1/2" wide, closer to the advertised 54" but again we were not pleased with how it moved when placed on the frame. Again another call occurred and another delivery was schedule.

Third time a charm? Negative as the third mattress was approximately 52". I am not mad, what I am is disappointed, we communicated with the store multiple times why it is we were exchanging the mattress and to think they couldn't measure it before they placed the mattress on a contract delivery truck to me us unfathomable.

In conclusion we called after the final deliver and the driver took both the second and third mattresses (he also exclaimed how it wasnt what he would expect either) to request a refund. Good news is that went flawlessly, bad news...its going to take 10-14 days to be refunded. Seriously Mattress Firm?

I appreciate the customer service, but the product was not close to advertised and we gave you three...

Bad customer service We bought a mattress and protector from this location. I went into the store and talked the sales guy about buying a mattress. He explained the warranty and picking up or delivery. I told him I wasn't purchasing today, but can I call when ready. He said yes. I did purchase over the phone which was told my total and when it would be ready. 4 minutes later I got a notification from my bank there was a charge from kings but it was a different amount. $32 difference. The guy called back and said he forgot to add the protector. He didn't ask if it was OK to charge the new amount before it went through. SO we get to the store to pick up and I told the sales guy I didn't want the protector. He threw the receipt down on the counter and paged someone. Two guys came up and they all three were whispering and then came over to me to ask me why I didn't want it. I told him that I have one and one that is actually more expensive. So then they go on a sales pitch on how its doctor recommended and FDA tested and everything. So then they tell me that all sales are final and they don't do returns. Not once was it ever disclose to me or are there any signs around the store. They explained people taking products home and then wanting to return them. I hadn't even touched the protector. So the one guy leaned down to me and said "well did he make you buy the protector?" After that I told him that if they are going to be that rude, I will leave the protector and the mattress and go to the bank and they can feud it. That's when they said they would write a check. While handing the check they said no one does returns on furniture. Well I called 5 other stores in the area and they DO RETURN furniture and mattresses. Most allow you 100-125 days. If we would have known about the no return policy we would have never bought the bed from there. We will not recommend anyone to there because of their lack of customer service and the way they talk to you, plus the fact the hide all...

Horrible experience. The sells team was great. They weren't pushy and they helped us pick out the perfect mattress.

When it came time to deliver the mattress it was a different story. I recieved a call the day before the mattress was to be delivered. They weren't able to deliver the mattress because they didn't have one ti deliver. It needed to be made. So our delivery date was moved back 2 weeks. . We were told that our mattress would be delivered between 9am and 4pm. But they reassured us that we would get a call the day before for a more exact time. I never recieved a call and was text inside 2 mins before they were to arrive at my house. There is no way that I can get out of work and to my house in that time so we have to make a new delivery date.

I was told our mattress could be delivered the next day. It was not nor did we recieve a phone call. I finally called them 3 days later only to be told that we have not been put back on the deliver schedule.

The girl in the phone assured me that the mattress could be delivered in 2 days. Then she says oh we don't have a box spring for you it will have to be made and then sent to the warehouse. So you were going to deliver my bed last week without a box spring? She then tells me that no it was giving to snother customer!!!

So now I have to wait...