Mattress Firm Burlington — Hotel in Burlington

I've lost all confidence in Mattress Firm. Went in person to the local store first thing after I moved into my new place because I sold my old king bed back in Phoenix and thought for sure that big name = big quality, professionalism. Wrong. Ordered on June 2nd, waited patiently for two and a half weeks until finally! Today! Finally I get to sleep on a bed again - my bed!

I understand that COVID-19 has caused all sorts of delays. Its why I didn't really react much when I was told bed wouldn't be here until June 19th. BUT. Nope, no one bothered to tell me that the bed delivery was changed to June 25th. I called the store bright and early on delivery day to ask why I never got a confirmation call and was reassured several times by Mark "store manager" that the bed WOULD BE HERE TODAY. That was a lie followed by at least half a dozen excuses when I called to follow up several hours later.

Delivery was moved up by almost a week. No one asked me if June 25th would work. No one bothered to update the tracking website to at least let me find out on my own that I wouldn't actually be getting my long-anticipated bed as promised on time. Corporate customer service won't connect you to a live person if you ordered something from one of their "show rooms." No one even had the correct information initially until I pushed. Yeah, cool, I was compensated a bit for the negligence. I mean, what can I even do, right? I need a bed, and in this much-smaller area, what am I gonna do, take my business elsewhere? Ha.

Gets better.... tracking website has now updated the delivery estimate a 3rd time without my awareness or participation... June 26th.

What a mistake this was. 😒

tl;dr: mattress salespeople lie just as much as every other stereotypical salesperson. The sales seem great at first, but dont expect professionalism, timeliness, or truth once they've secured the sale. They got me stuck on this sale, but I wont be going back with this company at all again...

We recently had the pleasure of working with Jason Clark while shopping for a new mattress, and we couldn’t be more impressed with his expertise and customer service. From the moment we walked into the store, Jason greeted me warmly and took the time to listen carefully to my needs. He didn’t rush me or push for a sale, which made me feel comfortable and confident in my decision-making process.

Jason demonstrated in-depth knowledge of the various mattress options, explaining the differences in materials, firmness levels, and how each style would impact my sleep quality. He even took the time to help me understand my own sleep preferences and offered thoughtful recommendations based on what would work best for my body type and sleep habits. He gave us new set of bedsheets, 2 queen sized pillows and a flat base all included in our purchase for free!!

What stood out the most was Jason’s genuine desire to ensure we were making the right choice for my comfort and budget, rather than just trying to sell me the most expensive option. He was patient, friendly, and professional throughout the entire experience, making what could have been a stressful purchase feel smooth and easy.

We left the store feeling confident in my mattress choice and grateful for Jason’s excellent service. If you’re in the market for a mattress, I highly recommend working with him – he truly goes above and beyond to make sure...

Was very pleased with the costumer service, Jamie worked with me to find what was exactly right for me and my son!! After I left the store over 5 hours later, I asked him could there be a change to my order, bc my fiance wanted 1 item to be slightly different, he wanted the platform to be changed to where u can put head/foot board on it, Jamie got back with me in less than 5 minutes, and was so nice, and understanding!!! He simply mentioned he was going to change the metal platform to a universal bedframe!! He doesn't even know how much I appreciated him, bc I had already ordered that day, and left. He helped me find the best mattress for me, he was very patient, and very kind!!! Jamie is an absolutely great sales man, couldn't of asked for a better experience!!! Jamie should be giving employee of the month lol!!! I would refer any and everyone I know needing a mattress or other things to go to Mattress firm in Burlington! Wonderful people, but Jamie went above and beyond for me, even when I had to change some stuff hours later, he called me immediately, and fixed what I needed, and was always so nice, and kind the whole time!!? Sorry so long, but this was my experience, and it was great, and Jamie was so great, and kind helping me every step of the way!!! So thanks mattress firm, and Jamie for being so...