Mattress Firm Clarksville Outlet Center — Hotel in Clarksville

I would not recommend. I originally would of given them a 5 star and recommended to everyone but it seems once they get your money they no longer care. I purchased a king bed and frame.During the purchase, while going through the paperwork and the price, I noticed the price seemed a little higher then I thought it was.I was told I was mistaken and explained the discrepancy. Then when I see the name of the mattress on the paperwork,I state this is not the mattress we want.This is before I signed the paperwork.The salesperson apologizes and realizes the mistake. He corrects it and gives me new paperwork with the new lower price, which is$427.93less.I then sign the paperwork and to complete transaction. He charges my card for the original higher dollar amount then refunds me$427.93to fix his mistake that I caught.I'm not upset since mistakes happen,we caught it,and the funds are going back to my card.The issue comes later when I do not get my refund until a month later.Mattress Firm did not process the refund until after they delivered my mattress a month later.I literally paid for the mistake of their employee plus interest.I called the store when I initially noticed that I didn't get the funds returned to hand this corrected. The employee was rude and just started that it is company policy.The way this employee handled it is what got me upset. He even hung up on me.I requested to speak with someone else. He stated that he was the only one in the store and I would have to get a call back but it may take a couple days. He also stated he would give me a call back to let me know the status. He did not abs I never got a call.I didn't trust him so I called Customer Service line for Mattress Firm. I was told they put in the complaint and I should get a call from regional manager within48hours.It's been more then a week and a half since I called.I have not received any call or any communication from mattress firm like they said.I was told the store manager would call me.I was also told that the district or regional manager would call me.I have heard nothing.I was planning on making another purchase when this all occurred but I will be shopping elsewhere with better customer service.It is not acceptable for mattress firm to keep money for something I did not authorize or buy for a month then not to even address the issue or call as they stated they would.I should not be paying for their employee's mistake.Spend your money elsewhere that provides better customer service and care. Edit:My issue is that both the store and customer service line said I would get a call back to discuss issue but did not.When I initially called,I was respectful&courteous. I thought it was a mistake that needed to be fixed.Nathan was rude when I called&I told him.He said he wasn't rude,I just didn't like what he was saying and needed to get over it.I told Nathan that he could say the same thing but communicate in a way that wasn't rude.I told Nathan that I didn't appreciate the way he spoke&it was upsetting me.Then he said I was rude.I asked if there was someone else to speak to since it was not going well between us.He said he was the manager this week.David did not explain I would not get my money back for a month due to the mistake he made.If he had,I wouldn't of made the purchased.David gave great service at the time and help picking out the mattress but it has gone down hill from there.It could of been great,if Mattress Firm just kept their word and made the phone call&spoke to me to address the concern as promised.I also never would of posted the1star review.It's the lack of customer service of following through with the phone call that both the store and corporate said I would get to address the issue.In the future,both the store and the customer service line should just tell customers they will not get a call.This will manager expectations. The customer will not expect anything more since it was not offered or told it would occur.That would still be poor customer service but at least it is up...

My husband and I with our two kids in tow went to the Mattress Firm Clearance to see if we could get a mattress we could afford while they were doing their year end close out sale. Our current mattress is the first mattress we ever bought together as a couple and we purchased it about 8 years. It is well worn in and has a deep crater from where my husband sleeps and is stained from years of abuse. We have desperately needed a new mattress for a few years now and I have a lot of shoulder/neck and back pain so I have been tossing and turning and not sleeping well on our old one. While we were in the store my husband and I were discussing what we could afford with the store associate, David Clark. A couple in the store overheard our conversation and approached David while my husband and I went to go look at the clearance floor models. They told him we reminded them as a couple when they were just starting out and didn't want to approach us and embarrass us, but they wanted to contribute $500 to help us get a mattress. When David told us we were shocked. My husband and I couldn't believe it. Thanks to their overwhelming generosity and David's above and beyond customer service we were able to get the mattress we really needed at a price that we could handle. I am so thankful to them and to David for everything they did for us. I am writing this review in the hopes that maybe we will win one of the $500 Amex cards that we can gift in a random act of kindness to pay it forward. To the couple that helped us if you are reading this thank you so much for your gift! I am just so over whelmed with gratitude that words cannot express what it meant to us. To David thank you so much for all the help you gave us. If you need a new mattress make sure to go ask for David Clark at Mattress Firm Clearance on Wilma Rudolph Blvd. If you tell him your budget and what you are looking for he will work with you until you can get what you want. He wasn't pushy at all and he gave us exactly what...

Mattress is fine. Delivery was fine.

The problem:

No delivery options (silver, gold) were mentioned at all throughout the entire process. Silver is free. Gold is not. I noticed my order was gold status after viewing the tracking information. There was no offer or mention of either. Silver would have been the most economical choice for me as I had nothing to remove and did not require any set up at all. I even mentioned during the sale process that I’d been sleeping on the sofa.

I suppose it would behoove of the consumer to look into all the options. Especially since it appears this sneaky trick of defaulting to a gold delivery option looks to be a standard without mentioning either.

Coincidence? Or this particular location padding their bottom line sales wherever possible? You be the judge. Most professionals know what they’re doing, And if they didn’t it’s still not a good look.

Be aware Silver is free and gold is not since this location won’t mention it to you. Will save you a chunk of change. I am leaving this review before contacting customer service for accountability and so others are aware.

Order # SO000478172

Update:

David at this location reached out. They claimed they initiated a refund for the delivery charge which does not reflect or show as pending after the high end of 10 business days. On call he stated they needed to reach out to Corporate in Houston to see what the hold up is. I’ve informed them of the dispute I’ve filed with Capitol One with supporting messages/screenshots to retrieve said issued refund. My 1 star review stands as nothing has changed and this has been prolonged beyond against company word for whatever reason. The situation is still ongoing. David said he will make contact again. $109 buys a lot of baby food/formula.

Houston we...