Mattress Firm First & Main Town Center — Hotel in Colorado Springs

The initial instore experience was great. We thought we were being listened to while we were there only to find out the mattress, we chose was not the one that was ordered. We waited 6 days for the mattress to arrive after they almost canceled our delivery day because the sheets, we ordered were not in stock. The guys who delivered that mattress were wonderful. Then we realized our order was wrong, I immediately called the store and spoke with Erin. She was great making sure we got the right mattress delivered within a very timely matter. But this time around did not go so great. The delivery drivers REFUSED to deliver the correct mattress and gave two different stories to myself and to their dispatch warehouse as to why they wouldn't. I had to call Wilbor who was the one who originally messed up the order, and it wasn't until I threatened to cancel everything completely and have my entire purchase refunded that he put some pep in his step to get the situation corrected. We still haven't received our sheets and have been given no time frame or options as to when or if we would be getting them. They didn't even offer any sort of compensation for their mistakes or take into consideration we had to miss time at work to make sure we were there for the second and third time to have the correct mattress delivered. I am completely dissatisfied with how the whole thing unfolded after spending a lot of money here all because of a mistake that SHOULD not have been made.

Editing to respond to the comment left on my original review. We were not aware in anyway that the mattress we chose originally was a higher price than the wrong one that was ordered, until well after the mistake was made on your end. We didn’t ask for a reduction in price, just that we get the correct mattress. Had the correct mattress been ordered from the beginning we would have happily paid what it would have cost. The issue now is the run around we have been giving regarding the sheets. Your comment is the first time we were giving an actual time frame or even a date. I pray this mattress works out after the 120 day sleep trial to avoid future messes. And I hope if for whatever reason it doesn’t and we have to find something more suitable you stick to the exchange guarantee even though it shows in the order an exchange for the correct mattress. Erin assured me the exchange for the correct mattress wouldn’t affect anything if this one...

Keison helped us out tramendously today! We found the right bed based on his own assessments and reccomendations based on what we told him! It was super quick and now we have our mattress being delivered to us for free. We are so excited!

Edited to add: We were promised free delivery. They knew we lived on base and were told that would be no problem. The drivers got to the gate with the mattress on the scheduled delivery date, but didn’t have the proper paperwork to get on base. They said to just reschedule and they would be happy to come back.

Unfortunately the store was less helpful. They ultimately refused to deliver the mattress, but told me I could get the order shipped to the mattress firm off Academy near the Citadel Mall, seemingly pushing off responsibility elsewhere. (The associate at the next store- Patrick, at that store was absolutely terrible- connecting me with someone he knew personally to deliver the mattress that was supposed to be delivered days earlier, free of charge- for a fee. 👎🏻) I’d also like to note that no compensation or discount was ever given for such an inconvenience.

Thanks to my husband’s coworker, who lived all the way across town, we were able to borrow her truck to pick up the mattress and take it to our house- this took hours and was extremely inconvenient (since I was pregnant, my husband had to get a king mattress upstairs by himself.) I’m not sure what we would have done had we been new to town and didn’t have a truck to borrow. If you’re military- do not buy from mattress firm unless you have your own means to transport your new mattress- regardless of the promise of...

By boyfriend Tyler and I went in on Saturday, hoping to find a frame for a mattress we purchased through mattress firm and were hoping to pick up that day, or Sunday. We were a little behind on getting a list of things done before his mom was coming on Sunday. The Manager told us that he didn't have any in stock, but called around for us to see where we could find one on such short notice. We found another shop that had one available right away. The manager went out of his way to make sure we would get the frame we needed and even waived the delivery fee for us since we had purchased the mattress through mattress firm. Thanks to his dedication to keep our business, Tyler's mom isn't having to sleep on a mattress on the floor due to our inability to do things on time. The people who set it up were extreamly nice, put on booties before entering our home, and set everything up as well as taking away the old box frame from my boyfriends bachelor days (aka it was gross 😅). I will be coming back to this exact mattress firm when we look into replacing our current mattress in the future! Beyond happy and pleased with the professionalism if this manager, and the way he went above and beyond for us.

GIVE THIS...