Mattress Firm Boone — Hotel in Boone

ABOVE AND BEYOND SERVICE 5/28/23 I had the opportunity to work with Brandon at the Boone NC Mattress Firm, located off Blowing Rock Road in Boone NC. As you can imagine, the large number of sales that transpired this weekend, due to Memorial Day sales and discounts, limited the options for their free deliveries. After the sale was made Brandon and I discussed a delivery day and time. First availability was in three (3) days (Wednesday) and I was leaving town tomorrow (Monday). Brandon made multiple suggestions including picking up and transporting the box springs on my own or hiring a driver to deliver for me if Monday delivery was a must have deadline. My vehicle is not large enough to transport a set of box springs and since I am not from Boone, there were no friends with trucks and hiring a driver was not an option due those companies being overwhelmed with deliveries (was told $175 and delivery by Friday). Brandon noticed my angst and said “let me make a phone call.” To my delight and surprised he called the local Mattress Firm Whse to ask if there was any room on the Monday delivery truck and to add my box springs for a Monday delivery. Brandon did not have to make a call to the whse, as the sale had been made and monies collected. When the whse said no room, Brandon didn’t give up and kept asking for a Monday delivery. Finally, after several minutes Brandon smiled and thanked the person he was speaking to on the phone, looked at me and said “Monday Deliver is a go!” For Brandon to go the extra mile when it wasn’t necessary to make a sale is the type of individual a business owner desires in the store and interacting with clients. Brian went the extra mile with a must solve attitude that I am grateful for and definitely appreciated. Brandon, thank you for going above and beyond to provide phenomenal Customer Service / Customer Satisfaction! You can bet 100% that anytime I need Mattress Firm products, Bandon will be the first person I call. I will also insure when asked to suggest where to by Mattress Firm type products by neighbors, friends, and work associates- Brandon will be my one and only reference and recommendation. Brandon you are a...

The purchasing experience was good, but the aftermath was not. We paid to have the mattress delivered and the old mattress picked up. We put the old mattress outside by the door right before they got there thinking it would make it easier to place the new one inside and grab the old one when they leave out. The delivery people left without taking the old mattress. We were not told to keep it inside. I called the store and the person said that he would talk to the manager and maybe come by and get it himself. The next day, I called back and he said he didn't get a chance to talk to the manager. Another day passes, still no word. I call again the following day after, and the manager said he forgot to tell us that we have to leave the old mattress inside for them to pick it up, but he would try to get the other guy to pick up the mattress. Long story short, we paid for a service and couldn't get a refund, but had to handle taking the old mattress to dispose of it ourselves. WORST SERVICE AFTER BUYING FROM THEM!!! Never offered anything to make up for THEIR mistake of not telling us. BEWARE of service...

I’m only wish I could give this store a 0 rating. We purchased almost $7000 worth of mattresses from the Boone Mattress Firm. We’re actually happy with the quality of the mattresses but a couple of items were left off of our order during delivery and we had to return one mattress because of personal preference. That was the beginning of a horrible saga. We tried and tried with multiple phone calls and visits to the store to get a refund for the returned mattress and undelivered items. After many calls to the store manager, Greg, we were finally able to speak with him. He was verbally abusive and insulting. Finally we called the Morganton Mattress Firm and the manager there, Paul, was able to look up our order and determine the problem in a short amount of time. Gregg had not completed the refund request properly. So without the help from Paul we would have never have received our refund.

These two stores aren’t that far apart so if you’re looking for a mattress drive over to Morganton and save yourself huge customer...