Mattress Firm West Ashley Super Center — Hotel in Charleston

In customer service positions, it can be very challenging to own an issue from start to finish as there are often, many members of a team, working together, to service a customer. I would like to preface this review by saying that no one individual provided me with terrible service. However, this mistakes made by this company, rapidly snowballed to what I would consider to be a very unsatisfactory customer experience.

Marina Florack was my sales associate on June 8th. She was very warm and friendly, and did a great job making me feel at ease as the process of selecting a mattress at a brick and mortar location can be awkward at times. I selected the Posturepedic Plus Deveraux mattress (Mattress Firm price of $1,499.99) and Marina price matched it with US-Mattress who offered the exact same mattress, with just a different name (Posturepedic Plus Archer Glen III Plush Euro Pillow Top $957). I had presented the comparison research that I had found to Marina, and she completed the price match, as well as taking an additional 10% off (per Mattress Firm's policy) without any haggling or pushback, which I very much appreciated. We completed the sale and scheduled delivery for June 13th.

On the day of delivery, David, the store manager, called me to advise that Marina had made a mistake when she processed my order. Instead selling me a king mattress with a split xl twin foundation, she had charged me for a king mattress, one of the two needed box springs, and a queen frame. David explained that in order to be eligible for the price match and 10% discount, he would need to go back in, charge me for an additional box spring, and then price match off of that. Ultimately, it meant that I owed Mattress Firm another $300.

Mistakes happen, so I was willing to work with Mattress Firm to a certain degree on this. Also, shame on me for not double checking and triple checking the paperwork upon my purchase. I am equally at fault for not catching the mistake in the order. Since it was 8 days after my purchase, and the items were scheduled to be delivered at my house in two hours, I asked David to split the difference of the mistake with me. However, he advised that if he did that, it would flag the company of Marina's mistake, and she would get in trouble, and so he could not do that. I was confused by this answer, but because I was leaving for Tampa the next day, which I explained to David, I had to have the mattress delivered that evening, and the only way to have the items delivered, was to pay the extra $300 then.

I paid the difference of Marina's administrative error, and the delivery crew arrived two hours later. I have a two story townhouse, and the delivery crew drug the mattresses along the wall, causing several scuff marks as well as gouges. In the process, they also knocked five picture frames off my walls. One of the box springs was delivered damaged, therefore I refused delivery on it, and called David at the store.

I explained the situation with my walls, picture frames, and the box spring, and David advised that this was not normally how they do business, and asked how he could correct the situation. I explained that the frames weren't broken, that only the walls had been marked, and that they only thing I wanted was for the box spring to be delivered. I reminded him that I was leaving for Tampa the next day, and that I would delay my drive till that afternoon, if the box spring could be delivered in the morning. David said that wouldn't be a problem, and scheduled the delivery between 12-3 on June 14th.

Ultimately, the store changed my delivery time because they could not be there by 3pm on the 14th, and did not leave me a voicemail to advise of the time change, despite knowing that I had travel plans. The mattress arrived at 3:45 and the new delivery crew was very polite and profession. Ultimately though, I would be skeptical of this location's sales process, and would save yourself the headache of doing business with this store by making your...

My experience with mattress firm was exceptional. It was all done over the phone. I was taken care of by nanager David and his assistant Ben. Let's talk about david first. He was very friendly and honest. I was never made to feel like a burden. He even took the time to answer All my questions and even called me back after he looked into somethings for me, and was still his cheerful self. He was very honest and upfront with me. He even detailed both financing options in thorough detail. Even though we chose to pay cash. I had to call back the next day as it was close to closing time and i wanted to make sure I had the funds to pay for the mattress. He was once again honest and said the next day was his day off but he would leave my info in detail for his assistant Ben who would be there the next day. David is great and i recommend him to buy your next mattress from. Enter Ben davids assistant who in his own right is awesome. He was just as wonderful and helpful as david. Ben double checked everything from beginning to end to make sure things were correct and in order for delivery. Ben was very helpful and at ease with me as a customer. Ben knew exactly who i was when i called in to place my order from the details and ground work that david started for me. I recommend him as well next time you buy a mattress. While they were both very professional and knowledgeable they never once tried to push any mattress on me I already knew what I wanted and they made sure I got what i asked for. Also while being completely professional it was like talking to a good friend and no conversation felt forced when talking business. It was the perfect collective of attention, attitudes, professionalism and friendliness etc tgst set them apart from the regular sales people who can seem like bad used car salesmen. I hope their boss and corporate get a chance to read this because in my opinion David and Ben are top notch at their jobs i hope they get an extra incentive and acknowledgement they truly deserve. I hope your other sales reps are as good as them. They really set the bar and i have bought many mattress from that specific store before and never been taken care of like that. So i would like to say thank you David and Ben you're amazing and i LOVE my new Mattress. One last thing. The delivery guys Alex and Miguel. They were super nice and professional as well. They did their job quickly but carefully. They also were very personable and polite. Thank you to them as well. Thank ALL of you who had a hand in purchase. We appreciate tremendously and will sleep great tonight and for a long time to come thanks to all of you. All i can say is thank you...

This is my report I sent to the Better Business Bureau. It is disgusting to sell a used mattress for $2800.00. BEWARE!

Description of Complaint:Sold us a USED mattress and base while pretending they were new on a 4th of July sale. The Store manager, David J Abel, sold us a mattress, base, pillow and mattress cover for $2811. My wife Sandy commented to him several times about how we needed info on where the merchandise was being shipped from because Sandy and our child have extreme mold and dust allergies. David Abel assured us that the company was completely allergy friendly. The order never came on delivery day. They showed up 2 days later. They sent the wrong mattress cover and just sent a top sheet instead of the $150 mattress cover so I called the store. The mattress looked kind of lumpy and Sandy asked the delivery guys about it. They quickly left. I called the store and asked for the manager who refused to come to the phone. I googled the company to see if this was regularly an issue. Then I saw how they've been in many lawsuits for selling USED mattresses. They offered to carry mine away. Im assuming they are reselling it now. After researching, I learned that used mattresses and bases have a little yellow sticker on the bottom after delivery. Not only did the mattress tag have the yellow sticker, but the base and even the remote control had one. He sold us a USED mattress and a USED base for 2811.09 DISGUSTING!!! He tries to lie and say he told us that ALL of the mattresses on sale from Mattress Firm are used. That is a lie. My wife has several websites that have thousands of members who ask for her advice about toxic mold issues. The #1 piece of advice to people she gives is to get rid of mattresses if they found a mold problem because children (and adults) spend 1/3 of their lives on that mattress. Everyone knows my wife is extremely allergy conscious and would never buy anything used because of our child. I called the store several times thinking they made a mistake. The manager insisted that he informs every customer that all of their sales are on used items.Desired Settlement:RefundDesired Outcome Description:Please refund us and come this USED mattress...