Mattress Firm Bountiful — Hotel in Bountiful

Heather is amazing! She was so sweet from the beginning and we are first time buyers for a bed. With that being said, we had no idea what to look for in quality and price. My sister recommended me to Mattress Direct but after the particular one we wanted was sold out we felt prompted to look around. Thankfully we searched stores near our apartment and Mattress Firm came up. We read the reviews and thought to give them a try. Weren't we the lucky ones! Heather hooked us up! Seriously, I don't think anyone could have treated us any better than the way she did. We came in, started testing mattresses we thought was in our price range and she entertained that for a moment until she realized just how much we needed a quality mattress. She stressed to us the most just how important sleep is and that we spend a 3rd of our lifetime sleeping. It's our "reset" button and affects every part of our daily living. She introduced us to the brand Tulo, something we hadn't heard of until today. It's made of memory foam and at first when she told us about it, we automatically thought is was something we couldn't afford. She offered us the deal that was going on, Buy a King for the price of a queen or a queen for the price of a twin. We were shocked at how much it was with the deal and we quickly sat down to see if we qualified for financing. We got approved and Heather went to town to make sure we got as much as we could fit into our budget. She walked us through the process and answered all our questions to make sure we thoroughly knew what we were getting into. What made our experience extra special was when she started throwing in extras, like the bedding, memory foam pillows and get this - an adjustable remote controlled base!! We would have never thought that we could get all this for the budget we were eligible for. She even threw in a military discount for my husband. We can't thank her enough for her skills and expertise. After we left the store we ran to the warehouse to pick up the mattress. It was rolled and compressed into a box like the ones you see on tv and it fit in the back seat of my full size sedan. We rolled it out and took a nap on it literally moments after we got home. (and to think we were gonna settle for the traditional coil/spring mattress) We are so thankful of Heather and Mattress Firm for giving us our first mattress and we are so excited to be able to adjust our bed to help ease our airway for a better good night sleep. Sapa and I had troubles with our past mattresses and the strain it took on our backs. Literally the quality of REM sleep we lacked is now no longer an issue for us and we owe it to Heather for taking such great care of us. We want anyone that is in the market for a new mattress to check out Mattress Firm in Bountiful and to make sure they speak...

A great experience turned a nightmare....

We went into mattress firm and they found us a great deal on a good mattress. We paid and excitedly got ready to go get it. That’s when it all fell apart. I called prior to driving to their warehouse to confirm that my mattress was ready for pickup. They told me yes and so I drove out to get it. When I arrived they told me that the counts were off and they didn’t have it even though I called an hour before to make sure. At that point they offered to switch me to another mattress that was of lesser value and didn’t have a pillow top but I would receive no partial refund for the lack of quality and if I wanted to wait for mine to be back in stock it would be over a month until it was back in. So the nice gentlemen at the warehouse told me to go back to the mattress sales store and talk to them and they could probably get me something similar. Once I arrived there they attempted to fix my problem but it went even further down hill. They told me They had a used one at another store but I would have to drive out to get it and it would be a final sale so I couldn’t bring it back if I didn’t like it or found something wrong with it. Needless to say I did not buy a used mattress nor was I paying for a new one and settling for a used one. I asked if they could switch it with something of equal value an she then told me I would have to pay an increase to get another bed of equal value.

Terrible customer service at its best. It’s not my fault they can’t count. I shouldn’t have to pay for a new mattress and get offered a used one or told to pay more to get the same quality. And not even free delivery on a used mattress. I’d have to go pick it up myself....

BEWARE!! This store will promise delivery based on inventory levels they say are available in their warehouse, only to find out the warehouse doesn't have the inventory and probably never did. The customer service and overall communication has been extremely frustrating. We ordered a mattress on Black Friday and were told it was in stock and would be delivered the next week. The next week came and we were told it was delayed to the following week. The following week we received a call that the mattress was not in stock and delayed again, after we were assured it would be in. That next Friday we did not receive a call so I called the store who looked up my order and told me I was scheduled for delivery the next day. The next day I called to get a delivery time and was told the mattress was still backordered and wouldn't be in until after Christmas. I cancelled the order asking for a full refund. I ended up calling RC Willey who had the mattress in stock, gave me an additional $200 rebate I was not told about and delivered it the next day. I am still waiting for my deposit refund after 10 days and when I called on that, was told the store didn't submit the paperwork correctly but I should get within 7-10 days. I called the main Mattress Firm company who said they cannot do anything, I need to deal with the store directly. The overall customer service, communication and antiquated computer inventory system...