Mattress Firm Covington — Hotel in Covington

At first, we felt really taken care of by James and the sales team at this store. But then we paid over $6000 for an adjustable frame and purple mattress and it was installed incorrectly. The delivery guys didn't put the retainer bars on the end so when you raise up the head of the mattress, the very heavy mattress scoots down and overhangs the bottom. When you try to slide the mattress back in place, it slides the adjustable frames instead and then the bed gets stuck in the head up position and won't go down. Mistakes happen. But our bed was installed on the 9th of September. I called on the 11th and told them about the retainer bars; they said they would contact Purple and have them shipped to me. I personally think the installers should come back and install them, but I can live with us doing it if they'll send them. I've followed up since. James sold us the mattress and always seems nice when we call. But I followed up on the 26th and told him I still didn't have retainer bars. Here we are at October 3rd and I haven't received the retainer bars and I've just called to follow up with him again, which I shouldn't have to do. Apparently they are on backorder at Reverie. So James is going to take the ones off the showroom bed and get those to me, which I appreciate. Unfortunately, also neither of the remotes work either. We follow the troubleshooting and get under the bed and reset them and then they work for about a day before not working again. I've got to call Purple about that, but thank goodness I've found a workaround. Purple's app is now missing from the app store, but you can download the Reverie app and say you have a model 5D and it works with the Purple adjustable frame. If I hadn't found that out, we'd be stuck with nonfunctioning remotes and the bed stuck in the wrong position. It really is pretty awful when you want to go to sleep and the head of the bed is stuck at 45 degrees and won't go down. Anyhow, lots of issues. If my issues get fixed, then I'll update this review. Update 10/9- James took the mattress bars off of the showroom bed and drove them out to my house on Friday. I do appreciate his efforts. He even offered to install them. The retainer bars that Reverie was supposed to send are still on backorder I guess...still haven't received those. And the remotes still don't work so we are using the Reverie app and I'll get around to calling Purple eventually. So 5 star for James and the sales staff...but a 2 star for the delivery guys...overall...

This was the first time I wasn't told we are bust we will call you back and never get a call back. James helped me on the phone since I work 90 minutes away...I did an application on the phone, approved in seconds, picked out the mattress and stopped there on the way home to sign everything. That part was all flawless!! It took forever to get my info pulled up for the no interest financing, phone calls later that was finally done. I spent an additional $500 in mattress protector, 2 pillows and a she set and was PROMISED they would be FedEx'd and arrive by Saturday when my mattress was to arrive...Here I am Monday and NO SHEETS or PILLOWS!!! I just called to find out where their at and the young lady doesn't know because it's a "New" company they are dealing with and promised to call me back...losing faith. Two days later (Friday) I went back in to order an adjustable base and massage if they can have it delivered when the bed arrives. After 2 hours of Jermaine (someone from another store helping) kept me there because they couldn't get the finance company for a token or something like that forced me to drive back home and back to the store to pay for it separately instead of zero financing. Very very frustrating... It was delivered on time, the delivery/set up crew didn't seem to have an idea what they were doing putting together the adjustable base. After they left I realized it was set to the lowest setting so my fiancee helped me lift it, turn on its side to figure out how to raise the base. While doing this the bolts they installed were barely hand tightened...Just shoddy work...THEN THEY HAD THE NERVE TO CHARGE MY $59.95 for THIS SERVICE!!

What started off to be a decent experience turned ugly and frustrating quickly. On a side note, The bed is very comfortable (I ordered the same in a King I have in a Queen). I still don't have my 479.00 sheets, protective cover or pillows...It just has...

After three years my warranty was finally approved. I went to the Covington Ga store. I sent the email warranty to the Covington mattress firm store. After reviewing the approved warranty the man nick name Dee helped me pick out a mattress. They no longer carried the mattress that I had which was half of the split king. The problem now is the height of the mattress. They did not know the height of the old mattress so I had to go home which was over forty miles away. I came game measured the mattress and went back that day. I picked out a mattress. They set up a delivery date. On the day of the delivery the truck drivers came to the door and ask what size mattress I had ordered, the mattress was not on the truck. I called Covington store, they set up a new delivery date. On the next delivery date the driver called and said my mattress was not on truck. He said he would call me right back. I never heard from him again. I was stress, I called Covington store again, another date was set up. On this day I was so excited. They cam in and took the warranty mattress off the bed, brought in the new mattress, but before they put it on the bed the delivery man said they could not leave the mattress because it had a tear in it. It was not a tear it was where the seam was never sewn. The warranty had been approved. I called the Covington store and he said there was nothing he could do because he could not find my approved warranty. The left my old mattress on the floor and took the new mattress with them. The manager named a Wallace said he would find out what was going on. I have not heard from him since. This has been a complete nightmare. I just need a copy of the...