Mattress Firm Burlington II — Hotel in Burlington

UPDATED: This score is a combination of a 4 stars for niceness of staff (they were, indeed, very polite), and negative points for Mattress Firm's automatic policy of rejecting stained mattresses in lieu of honoring return policies.

Since I wrote my original review, we had yet another "hit and miss" delivery, due to yet another supposed stain on the mattress. Finally we got our new mattress, and rest assured we will not be going through this time-sucking mess again. NOTE FOR STORE: a shadow, wrinkle, smudge, hair, or fleck of dirt is not the same thing as a stain. You need to review your policy of sending photographs to the warehouse -- something's wrong with the quality of image you're sending over if we have to keep cleaning, wiping, blowing on, lighting, and praying that a clean mattress will appear clean to your manager in a picture.

*Previous post:

The staff in this store are very nice and helpful, but Mattress Firm does not honor their agreements -- neither their warranties nor their so-called 120-day return period.

We originally purchased a Purple III mattress, which developed a major problem after 2 years with the plastic siding pulling away from the center, leaving holes that we were sliding into. We completed the online return for Mattress Firm for their 10-year warranty, and they denied us due to "stains on the mattress." We contacted the Purple Mattress company, and they said this should not be a problem (we sent photos of the unstained mattress as well), so we challenged Mattress Firm's decision. After a new round of photos were taken with better lighting than our bedroom has, we were given an exchange.

Well... then it happened again! We decided to try the cheaper Purple Hybrid mattress, but after a few weeks, our bodies were not adapting. Mattress Firms offers a 120-day test period to make sure you have the right mattress, and we were only a month into that. So we went in, PAID for the upgrade and restocking fee, and scheduled a swap in a week, after their big sale deliveries.

AGAIN someone came in and said they could not take this mattress due to stains that are not there. We've only had this mattress a month and it's had both a sheet and a mattress protector on the whole time!

I'm entirely unclear on what comes next, as we have already paid for the upgrade, and this mattress has zero stains on it. It seems like Mattress Firm's standard policy is just to make stuff up in order to avoid honoring...

Update #4, 1 star - After speaking with Seth again (after a week of no follow-up) I am being told my refund was issued on 12/19 but only "cleared" within the last 24 hours. On 1/7. This is 15 business days beyond the order cancelation as it is, and I'm being told it could take a few more days. This is unacceptable.

Update to 1 star: Day 11 of waiting on my refund and still nothing. I had to drive in to speak with a sales representative, and he informed me that the refund had been issued buuuut, it also wasn't showing up on his screen. (I'm not sure how you can simultaneously know the status and not have visibility of the status, but, ok) He asked if I was SURE I hadn't received it, then told me he'd send an email to corporate to see what the hold up was. I'm still waiting on a return phone call. I realize the business needs to protect itself from fraud and $700 may not seem like a lot, but it is causing me significant problems - I purchased a mattress from a different retailer despite my funds being held by Mattress Firm.

Update to 3 star: I am on day 8 of waiting for my refund on the canceled order - it is insanely frustrating that they can charge my account instantly and then take 1+ weeks to return it.

This place was pretty awesome. My sales representative, Seth, was knowledgeable and very friendly. He tried multiple options to make sure I got the best deal they could offer. After purchasing my favorite of the bunch I ended up not needing the mattress after all. Canceling the order was fast and really easy. I'd happily do business with...

My experience at this store was one of very poor customer service. I initially ordered a bed at this store with Sharon. After ordering I learned the same mattress could be purchased from Mattress Firms’ warehouse, from a selection of beds returned within the return period. I found the exact mattress for half price. I took that opportunity. When I let Sharon know this was the case and went into the store to view the other mattress Sharon was very rude, when I asked her if she had a problem she stated yes because she wasn’t getting a commission on the sale. I let her know that wasn’t my problem … and given she had stated over and over during her sales pitch she only wanted to see customers happy - why was she not pleased that I was happy to find a mattress at half the price she had offered ? Seems like cause for a happy occasion to me.!

Sharon should have continued to provide customer service support to ensure the mattress I ordered was arranged, however she knowingly failed to flag that I had viewed the mattress which meant a 2 week delay on the delivery. A very childish response to simply not earning a commission. I have also since rung the store as I was overcharged by $300 when the initial refund for the bed I ordered from Sharon was made …. And she was again rude, despite me being understanding of their mistake.

Sharon’s attitude and tantrum when she didn’t get what she wanted was extremely off putting and subsequently I would not recommend this store...