Mattress Firm South Town Crossing — Hotel in Burleson

UPDATE TO THIS REVIEW 5/30/2021

My husband responded to the reply from Spencer and contacted him via telephone. After speaking with him, we agreed to go to the store and see what options were available. Spencer and Madeleine were VERY helpful in resolving our issue! We provided them with the documentation from corporate and they took the appropriate steps to resolve our issue without any hassles or added expense to us. We will be receiving our replacement mattress later this week! Thank you Spencer for going the extra mile and ensuring that we were taken care of! We GREATLY APPRECIATE YOUR PROMPT RESOLUTION!!

This is not about this store but corporate. I will change review if they correct the situation. I filed a claim on our mattress and was approved. But they would not cover the cost of a new one due to materials costing more because of the pandemic. So even though the mattress is fully covered, I am responsible for paying $1000 more with a delivery fee which was covered at original purchase? That's BS! Bonus: Customer service is not available via the phone number. But says you will be contacted usually within the hour if you choose texting or chat online. Option 1# You can have them text you back which I have been waiting over an hour for. Option 2# No chat. I have submitted a form which only gives you about 120 characters to explain you problem if not on the list. That failed. Filled out form anyway and sent confirmation to wrong email address with a return response of possible 24 hours maybe more. Thanks...

GO SEE JIM! My husband and I have never had a brand new mattress always used ones from family members. We went in looking for a mattress under $700, but once we saw that those options were so limited even with the promotion we both felt a sense of defeat. But Jim turned that around I prefer a firm while my husband prefers soft, so you can see the challenge there. Jim took time to show us all types until we finally agreed and as you can imagine took a good while. We decided to apply for financing which came back with a $2500 limit and so most salesman would push for that max amount for their own personal pocketing but Jim respectfully paid close attention to our budget and worked his hardest to give us the most we could get out of it. We left with a upgraded base from the free base offered with the promotion and a mattress for about what the base price alone was when not on sale! Not to mention I left my phone and wallet and even though they were already closed and Jim was about to go home, he stayed so I had time to go back and get it. Very helpful and attentive to the details would buy...

Have a warranty concern for a mattress purchased from this location. Called the number for the warranty dept December 5th. Received a recording they were closed for the holiday, call back the next day. Unfamiliar with a Dec 5th holiday, I called the store where purchase was made. I was told they would have to get with the district manager and call me back. No return phone call has been received.

UPDATE: Never did receive return phone call. I contacted the store again for the same warranty concern, and the gentleman answering the phone said they were trying to figure out how to reach me after my initial review. Coordinated a time to meet with the manager for the 3 local stores. She was super friendly and apologize for prior experience. After going through warranty form together, found discrepancy causing the issue. She advised if I still had issues to reach out to her and she would try from her end. Update is delayed as I just now made time to resubmit warranty claim, but it did process this time. Will update again if any additional issues are...