Mattress Firm Colonial Heights — Hotel in Colonial Heights

Delivered the wrong mattress twice had to pay additional to change to a different mattress which I shouldn’t pay additional for anything because of the inconvenience I went 4 days without a mattress and the manager charged me an upcharge for a different mattress (display) before I went with that option, he said that I wouldnt have to pay anything additional because he going to Hook me up….psst. Let me share my experience with this company. First time using a delivery service to for Mattress normally I would pick it up myself have done so for years. The first mattress I ordered 3/26/25 14.25 beautyrest delivered 3/28/25 what I received was 12” mattress beauty rest. I called multiple times that Friday 3/28/25 just to be told to wait until Monday 3/30/25 after questioned am I sure it’s not a 14.25 which mattress was measured twice by me and my friend. I called 5 times Monday 3/30/25 no answer no returned call. I finally went the location quarter til 2pm spoke to the manager who claimed that I was next on his list to return my call. 😒 after selecting the mattress I was charge an upgrade fee and delivery after having free delivery the first time ridiculous ! The manager Steve said that he will make sure that I get the right mattress and “white glove treatment”. The mattress itself supposed to come from the store and not the warehouse this time and still the same problem? So again why did I pay additional for poor service? There are other mattress companies I went with this one because they had more options. This is appalling. They don’t value their customers and their needs. Lack of integrity and professionalism. I gave a second chance to fix the problem they struck out again. Although I spoke and dealt with the Manager Steve at the colonial heights location. 4/02/25 I’m still having the same problem. The second bed that was delivered today is a PRE-OWNED PLUSH QUEEN size mattress with a yellow tag and lower price $619.00. I selected a medium QUEEN HYBRID 13’ sealy with a yellow white tag on the price $1499.99 to $699.99 that I paid additional for upgrade and delivery.

Update: called the Store spoke to Steve he said that the mattress is still at the store the drives did not come to the store and pick up the mattress. But the manager said that he put in the system to pick mattress up from store to send him pictures of the mattress they sent me but he did not provide a number to send pictures to and he stated he will come me back today……..4/2/25 first time...

For the first time in my life, I chose a mattress online, purchased it, had it delivered, I set it up, and I was not happy. I had chosen a hybrid Dream Cloud Premier 14" mattress. Thankfully Mattress Firm has a 120 day policy by which the mattress could be returned if not happy. I ended up chatting online with a mattress expert who suggested an 11" individually wrapped coils mattress, and he informed me there was one in store near my home. I went to the store, and as soon as I laid on that firm mattress, instant satisfaction. The problem with the original mattress I ordered online was the edges had no support. I almost fell in the floor 3 times in one weekend due to the edges. Never will I ever order a mattress again without trying it out first. My store salesman Steve was very friendly and extremely helpful. He gave me quite a bit of information about the difference in the initial mattress and the one I was there to try. Some of the mattresses come with a base that has an adjustable head and foot. In the end, Steve was able to set up for delivery personnel to bring me the new mattress with adjustable base and set them up, and to remove the other mattress. I am looking so forward to the comfort and wonderful sleep I know I am going to have from my new mattress. Thank you for all your help Steve. Your expertise and exceptional customer service are greatly...

Mr. Whiting was a very easy to work with associate, as soon as we walked through the door he was there to greet me, asking me if there was anything I needed that he could help with. He didn't just take me to the big money mattresses until I asked. We gave him a ballpark of what we were trying to spend and he matched us up with a few that fit our comfort and budget and allowed us to try them ourselves to see which one best suited us. When he pitched the adjustable base I thought “okay sure we’ll try it” but figured it'd be one of those sale pitches that really wasn't worth it, until Mr. Whiting informed us on its actual purpose. He said as you adjust it it will relieve pressure on your back and boy did it. It was almost like hitting a hill at good speed and getting that slight floaty feeling in your body, except with the mattress it doesn't only last a split second! Also he was able to work up a couple discounts and we walked away with a great deal on a great bed, and dont even need to spend more money on a box spring or bed frame! Definitely excited for our new mattress and to say goodbye to restless nights, thank you for your expertise and courtesy Mr. Whiting we look forward to...