Mattress Firm Cartersville — Hotel in Cartersville

Sadly, a year ago I bought a mattress from Mattress Firm in Cartersville. The young man that helped me with deciding and purchasing a mattress was so helpful and full of knowledge. My beef is not with the local Mattress Firm but Mattress Firm corporate. I bought a king size mattress and within 6 months I had sags on both sides of the mattress. I took pictures and went back to the store and showed the pictures. I was told that it looked like there were defects in the mattress to cause this problem. He recommended I reach out to corporate because the local store could not do anything to help in this situation. He gave me the specific website to do just that. I followed through with this, sending required photos and answering many questions regarding the set up of the mattress. There was a question that asked if there were 6 legs on the frame. I said no, as there are 5. Everything else I responded yes to the questions. I received an email back from Mattress Firm stating that my bed frame did not have 6 legs and therefore the warranty was not covered. I don’t remember being told of all of these specifics of bed frame structure when I bought the mattress or in the paperwork that I received. So therefore, we are still sleeping on a saggy mattress that I bought from Mattress Firm so my recommendation to anyone is to ask about all of these things that would make any warranty void prior to buying a mattress from Mattress Firm if you can think of these things prior...

KUDOS TO NATE—JUST WOW!

I initially called the Cartersville store to ask some questions because trying to pick a mattress online for my 17-year old was overwhelming. Nate took the call. He was extremely friendly, patient and super-knowledgeable! He asked some very specific questions to help pinpoint what it was we needed, while at the same time, explaining and teaching everything we needed to know to make an informed choice. He wasn’t pushy or “salesman”-ish which I appreciated a ton. It really felt like he just wanted to help. He suggested we come in to the store and try the mattress we were interested in. Which we were eager to do after speaking with him. When we got to the store, he went above and beyond to answer every question we had, and even moved mattresses around to let my daughter try the one she was wanting on the adjustable base we were getting (for free—their Black Friday sale was EVERYTHING!!). Nate made the whole experience a pleasure. The quality of customer service he gave us is extremely rare these days. When we left the store we were completely confident in the purchase we made. Nate, thank you so much for serving us with excellence and making something that was initially so overwhelming, easy and enjoyable. This was a fantastic...

Ok so my husband and I ordered a mattress in August, it was on back order, we were willing to wait for it. The mattress was scheduled for delivery on Tuesday 24 of November. They sent a message via email to my husband saying that the mattress was delivered and to review the service. We NEVER got the mattress. I called the store, and they assured me that they are going to get in contact with the warehouse and they will call me back.. I NEVER RECEIVED A CALL. I decided to call them back and they claimed that they never got a call back from the warehouse, then I called the warehouse and they said that they never got a call from the store and the mattress wasn't delivered, and the store NEEDED to create a ticket. SO I SPOKE WITH THE woman and she assured me that she was going to correct the issue. It DIDN'T HAPPEN. TODAY, 2 WEEKS LATER, some how they scheduled a time to deliver the frame WITHOUT THE MATTRESS, BUT THEY COULDN'T DELIVER IT BECAUSE IT SHOWS THAT EVERYTHING WAS DELIVERED 2 WEEKS AGO. THE STORE DOESN'T HAVE A NUMBER FOR CORPORATE AND THEY CAN EMAIL THE DISTRICT MANAGER BUT WE PROBABLY WON'T GET A CALL...