Mattress Firm Promenade at Castle Rock — Hotel in Castle Rock

I was bed shopping went to the mattress firm at the factory stores in Castle rock bought a bed and base that was supposed to have head and foot massage. No way to check at the store because that was not the base they used in the display when I got at home Put the base together to find only one head massage unit in the base called the next day. talked to the manager because autumn the lady that sold it to me was off and Holly. The manager said she would help me called about 10:15 in the morning said she would get back to me as soon as possible. Got a call. About six hours later, It was Holly the manager trying to tell me over and over at the head massage unit also did the feet which it does not just like autumn told me it did the feet as well. It does not no matter how many times you tell me it does it still does not got to the point where Holly was pretty much arguing with me that it had foot massage. It does not didn’t offer any way to fix this issue except insisting I’m wrong.. I am not wrong. The head massage unit does not massage your feet on this planet or any other and when the manager yells at you instead of offering a solution is very unproductive when you show me one unit in the store tell me the unit I’m getting has similar options and then it doesn’t. There’s a different way to handle this Instead of yelling at the customer that just spent $5000 on a bed and frame. If this is the manager, it’s a very poor way to do business. I’m not sure what to do now I have foot neuropathy and I really need a base that has foot massage Not someone telling me the head massage is also doing my foot area as well. It’s not. feel very unvalued as a customer very Bad experience after Holly, the manager Got involved. I am not an expert in this department. I trusted the sales person there to sell me what I needed. Something with foot massage. Waste of a lot of time and money.. So many other quality places with better service. Unless you’re a mattress expert or you want somebody to tell you. It’s something that it’s not and when you get it home, they won’t help you just ask for Holly I would find someplace else to buy your...

Well, a couple days before delivery, we received a call from Mattress Firm CR, telling us our bed was not ready. They relayed that from what they understood from the factory, the production delay could be weeks. Ouch! Without coercion, the sales team then asked us to come in and pick out another mattress of equal or better quality so we could get a new bed. REMARKABLE SERVICE! We’re now loyal for life to Mattress Firm. Amazing experience. Thanks again to Evan, Michael and Matt PS Evan deserves special accolades for his role in this transaction. Much appreciated, Bill & Kirk

What a surprisingly pleasant experience. Evan led us through the process. He’s kind, thoughtful and knowledgeable. Refreshing! We spent a couple of hours choosing just the right mattress for us. Evan never tried to upsell us throughout the process. He was clearly invested in our satisfaction. While we were shopping, a couple of other groups came in for mattresses. It was clear how carefully Evan and the other salesperson, Michael, were to do the right thing by everyone. So pleased to have chosen this Mattress Firm store and received such excellent, professional service, Evan, thanks...

The people at this location are great. They were terrific in helping pick a mattress (we got two) and in keeping us informed about when delivery would be. Unfortunately, the company they use to deliver the mattress and adjustable frame damaged our brand-new wooden bed on Dec. 16, 2023. We have been trying since then to make a claim but Mattress Firm says we have to go through the delivery company that has been non responsive. We bought the mattress from Mattress Firm, not through Cardinal Logistics (the delivery contractor). While the folks at Mattress firm have been nice, sympathetic and pleasant to deal with, nothing is happening. You might want to think twice about buying from them since if their delivery contractor damages anything in your home, it appears you may be out of luck.

Update Feb 5, 2024: We got a check from Cardinal Logistics to cover the cost to have specialist repair the damage. Mattress Firm aided in putting pressure on them to get this resolved (after 7 weeks) so I raised the rating from 1 to 3 stars as this process was still...