Mattress Firm Outlet - New Rochelle — Hotel in City of New Rochelle

As far as customer service is concerned, this location only, should receive 5 stars. I lowered my rating because of the negative experience that I had with the condition of the mattresses that I received. I did not start my mattress shopping journey at this particular location but I am fortunate to have ended my journey with the professionals at this store. Thomas is amazing at his job. When he said he would make things right for a customer he did exactly that for my situation. I definitely had a worst-case scenario shopping experience but with the best-case scenario associate guiding me through this trying process. Never once did I feel rushed or pressured or that I was an inconvenience to Thomas. Whenever I hit a wall in my warranty claim process, Thomas assured me that he would do whatever he could to make it right. The quality of the mattresses (yes mattresses) that I received were less than desirable. Thomas assured me that with his help I would find my forever mattress. I received a very defected and very expensive bed. Fortunately, as a consumer, the return/inspection/warranty process allowed my to submit evidence showing that my mattresses (yes mattresses) were in fact defected. I would caution other customers to do their research on the trial period, return policy, and warranty claims process. Eric and Jake pitched in as well and helped me finalize my last return. Although I was working directly with Thomas during this process, these associates lent a helping hand as well. Today I can honestly say, because of Thomas and the other professionals at this location that I do have my...

I ordered via chat a frame, mattress with gold delivery and haul away. The day of delivery only the frame and mattress cover was delivered. Deliverers said they didn’t have an order for a mattress, despite me showing them my copy of the order. I asked them if they would haul away the old mattress since it was on my copy, they said since it was not on their copy they couldn’t but would do it if I paid them; I told them why would I pay you if it’s something already on my bill. I later saw that a second shipment was on its way between 7:50 and 8:20 pm. At 8:00 I got nervous it wasn’t coming(I was expecting guests the next day) I went on a chat with mattress firm and basically they could only offer a review of the case. I called the nearest Mattress Firm and they had the mattress I needed Sleepy Snug and I went to pick it up at 8:50pm.. I had to pay again for the mattresses which was now $100.00 more than what I previously paid for. When I asked the. chat about the haul away since now I was stuck with the old mattresses I was told by the chat person to call the manager from where I picked up the mattress to have him schedule a haul away. The store manager said no it wasn’t his responsibility to do that and that the online should take care of it. I asked for a refund of the mattress that was never delivered plus a refund of the extra $100 I had to pay for the new mattress I personally...

The sales representative Eric was one of a kind. He took us through various types of mattresses and explained fully the pros and cons of each. I did my own research going in so I had a few question and he answered it and give us better insight to making the right decision for us.

So on the day of delivery I only receive the mattress and the two pillows, I was supposed to get a free adjustable base, never came. I call the representative and was told that the was an issue with the truck not having it and it was noted before they left the warehouse. So the delivery f the free base is now set for 9/3 and that was fine waiting two more days is not a big deal. So come the day of the new delivery 9/3, I called back because I didn't receive a confirmation call like I did for the first delivery. Only to find out that the delivery was scheduled for 9/5 smh. Now this date is now an inconvenience to me because I won't be available to receive the item until Monday 9/7 smh.

So now we paid for was they call a 'Gold Service' but definitely did not receive it. To me it would have been better they told me the delivery won't come until we have all the items and make one delivery even Amazon gives that option.

I was pleased at the beginning of the process but as it went on the actions of the team changed my opinion. I will not be recommending shopping...