Mattress Firm Five Hills — Hotel in Copperas Cove

Aliyah or Alia female working on July 9 2020 was very rude. When i went And I asked for is a pillow that was delivered and I asked for is a pillow that was delivered and ready for pick up she went to the back and grabbed it when she came back she handed it to me, didn’t say anything and just sat down. I filled the paper for signing for it with just my printed name I hadn’t signed yet so i can observe the pillow before writing my signature. I noticed it looked different from the last pillow I ordered the last one came in a big box and it wasn't folded up but this one was folded up. So i asked the female why it was different she said idk and proceeded on her computer then when I pulled it out with my mask on I could smell that it smelt like dog food so I lowered my mask and it definitely smelt like dog food then I opened the pillowcase and observed the pillow it looks like it has been used it was torn on one side and then there was fuzzies or something on the inside of the actual pillow. I asked her why it had stuff on the inside she said it could just be the pillow i proceeded with the one in the store doesn’t have it, then i asked why it smelt like dog food she gave me one worded answers and still continued to proceed on her computer. Point is SALES ASSOCIATES should be professional and try to help the customer as much as possible. If she would’ve been like any good sales associate and made eye contact at the very least or gave more than a “idk” sentence I would’ve felt more comfortable taking my pillow home. I’ve shopped there the past 4 years and have never experienced bad customer...

WOW! Blown away. Finally someone who listens. We're loyal to this company as we're 3 mattresses in trying to figure out which mattress works best. X FIRM, nope, Med, nope, Plush, NOPE, Umpteenth surgeries and the Drs said - Firm for my back anyway. Went in with a specific budget (3 more days till payday lol), met Gabe and he freaked us out by listening to our or story AFTER asking what brought us in. If you're a back sufferer - go see him, he can relate, because he's had the same surgeries many of us in the Military have had. He explained the worry free exchange of the mattress if it doesn't work for my back, showed us options, let us talk, sold us the mattress (stayed within -$9.84 of our FIXED budget- nb) and frankly it's the first time we have spent that much money then went out to eat lol because we were relieved, and happy. We've just been so miserable on our new yet horrifically bad for both our bad backs mattress. The best part is, our new mattress will be here tomorrow! Thank you Gabe, Mattress Firm got it correct putting you in our military community, you're what we needed! If you treat everyone that's been banged around a bit physically and is a little short on people skills as I am they way you did me and my family i think you guys will be selling plenty of mattresses!...

We walked in hoping not to have an awkward encounter with a sales person, which you would think doesn’t happen as often as it should…but it does.

But both my husband and I were blown away by the kindness and welcoming generosity of Lori!

She spent so much time guiding us through the options for a queen mattress, at no fault of hers, we are indecisive people. And you can tell she has a lot of knowledge on what can work for you. She asked the right questions, was quick and efficient, and made us feel comfortable and also made us laugh plenty! An awesome lady, seriously, we need more Lori’s as sales people.

We ended up getting a queen hybrid mattress that also came with a free adjustable base and even got some pillows while we were at it. Definitely recommend this place, and especially if Lori’s working. You don’t know with online stuff these days, and it’s always a hassle to return (going in store is always my general rule for such important things like the thing you’re going to sleep on every night).

Very pleasantly surprised about this location in Copperas...