Mattress Firm Concord Parkway North — Hotel in Concord

Sales rep did his job but Mattress Firm Inc and your warehouse failed miserably. I ordered a BAY SPRING FPT MATT and box spring on 12/23/2016, was told it would be delivered to the store by 1/1/2017. I called on 1/6 to make sure the mattress was delivered to the store and was told it had arrived. I got to the store and the sales rep could not locate it. The rep looked in the computer system and it showed "delivered to the store." He called the warehouse saying it had not arrived but the warehouse insisted it was delivered. The rep then called someone else that works at Mattress Firm and they said my mattress shows it was delivered and had been picked up by the customer. This was absolutely unacceptable because I did not pick up my order and you would think customers have to show identification when picking up an order because there is no one with the same last name as mine within 600 miles of Concord, NC. The rep offered me a different mattress free of charge that was in the clearance section of the store that is supposedly worth more than the one I purchased but this is still unacceptable because I walked out of the store without my original purchase. I also had to bag my mattress up myself in plastic wrap because the weather was poor and of course my original purchase was not there, which naturally would have been delivered in plastic wrap. I spent an hour at the store trying to locate my purchase and then having to wrap the alternative mattress I was given. This was my first experience with mattress firm and will...

Absolutely most unprofessional people I have ever worked with. Was told they would take my bed despite it's damage. Was texted saying they would deliver between 5-7pm. They call me at 2pm saying they would be at my house in 45 minutes. I wasn't home. They showed up at 4:55 and refused to take the old bed. They made me help bring it to my porch. They took pictures and spoke in their native language to each other and on the phone. Never told me what was going on. Just didn't seem to be doing anything. Tell me they saw a bedbug and can't deliver my bed. I ask them to show me. Oh. It's gone. I ask to see the picture he sent to customer service but it won't load. Tells me to call the store. And leaves. Fast. As if he was late for something. Store tells me they need a fumigation report when there are NO SIGNS of bugs of any kind on the mattress. The damage was done by an ex. The mattress is clean and not even stained. I can't even find dirt. I'm allergic to bedbugs and fleas. If I had them, I would know. I'm voiding my contract and refuse to work with them ever again. I asked for a corporate number to complain. The store gave me a number, but it was just a call center, automated only, that said it couldn't do anything for store purchases. Called a different store. Got a different number. Same recording. Most unprofessional bull I have seen in my life. I guess your employees just get away with whatever they want, then. Absolutely...

Visited Mattress Firm to take advantage of the Labor Day sale and we couldn’t be happier with the service or our purchase. Our sales rep, Pippin, was able to find our perfect mattress in just 2 attempts by simply finding out what we desired in a mattress, what issues we had with our current bed at home, and where our bodies felt the most discomfort after a night of rest. I think this is where we found ourselves most impressed. But not to rush us in and out, he patiently and professionally gave us the information we needed on all the other mattresses we decided to try as well so that we felt we had made a fully informed decision. And this man knows his adjustable bases as well!!! If you know you’re in need of a new mattress but you don’t know exactly which bed is going to give your body the night of sleep it’s begging for, go to Mattress Firm and ask for Pippin. He’s absolutely the person to help you figure it out. And don’t forget to ask about the pillows... they...