Mattress Firm Gateway Marketplace — Hotel in Chula Vista

Two weeks ago my husband and I purchased a mattress, an adjustable base and two pillows that had to be delivered. We worked with Paulita, who was incredible (this review is not about our experience with her). Our experience was wonderful!

While we anxiously awaited our delivery date, I received an email that contained a $100 credit to be used either online or in person. The day before our mattress set was delivered, we called Mattress Firm and asked about our bed’s corresponding mattress protector, which was $99. We were assured this $100 would apply as there’s no purchase necessary in person. I also understood this to be true after carefully reading the terms of the offer.

After our mattress was delivered today, we went back to Mattress Firm to use our $100 credit to get the mattress protector. We knew which one we wanted, so went straight back to the area where they had them. The associate working, Karina, was finishing with another family. She let us know she’d be with us when she could. No big deal. Once she was available, I brought the protector and email containing the $100 credit to the desk. I began to tell her what I had and without letting me finish, Karina interrupts me and says this offer isn’t valid for the item I had. She said the offer is for my next purchase. I let her know this is my next purchase, and I intend to use my credit. She told me I would need to speak with my sales rep, whom I hadn’t spoken with since my initial purchase (also, the sales rep didn’t email me the offer… so?). When I told her I called and received confirmation this was doable, she told me to “call that guy then”. I was not understanding why she wouldn’t allow us to use the credit and asked her to explain. She repeated herself multiple times and told me the offer was not a “credit or gift card” (yes, Karina, it was in fact a credit). I attempted to show her the email, but she wouldn’t look at it. I also attempted to read her the terms, but she insisted the offer was not valid on this $99 (pre-tax) item. She did not offer me solutions, did not tell me I could use the credit towards a more expensive item, or attempt to purchase online or set up in store pickup - instead I had to ask these questions. Without offering any sort of solution, she walked away to assist another customer - which alright, they need help too, but just to ignore us afterward was beyond rude.

Honestly, I had high hopes after our experience with Paulita. Sadly, our interaction with Karina was less than acceptable. She was condescending and combative. It’s apparent she absolutely lacks the bare minimum level of customer service needed for this type of business.

As soon as we left, I called another Mattress Firm in the area (turns out that’s the one we called the night before) and they confirmed, once again, the offer I received was a credit and welcomed me in to get the mattress protector. We were in and out in less than 3 minutes.

I hope we like our new mattress, I’d hate to have the potential of needing to work with Karina again for...

Bought a mattress (nectar) and adjustable base from here over the memorial holiday weekend. I worked with Dacia who had a lot of knowledge on the topic! I always try to buy in stores to keep them from going out of business, despite the deep discounts online. Dacia honored the nectar discounts online, down to the penny! Dacia also let me know the bed that I wanted was out of stock and got me a comparable one, so I didn't have to sleep on the floor the first night in my new place. Dacia said that should I want to get the hybrid I could try out the substitute bed for a few weeks and let them know if I wanted the original one I wanted. Dacia, also was super helpful when I called in after delivery confused because I was looking at the wrong size bed on nectar and got confused on the price difference. A true professional in an age of people just not caring. I would HIGHLY recommend shopping here for your next bed as the price matching and service are second to none. It is a shame you only buy a bed once every 10 years! lol Keep up the great work...

Visited this store to try out mattresses for our upcoming bedframe purchase. Say on a couple mattresses in order to see what level of firmness or plushness we prefer. After a few minutes we were asked when we were looking to buy. After we said a few weeks-month, the employee ignored us. A few minutes later she said that if we put down a down payment we could lock in the current sale price on any mattress. When we informed her that we were not interested in putting money down, she said the following while standing right next to us: "Ok then, thank you for coming, have a good afternoon!" She stood right by our side until we walked out of the store. She essentially kicked us out because we weren't buying or leaving money that day. Guarantee we are NEVER going back to that store or any Mattress Firm...