Mattress Firm Red Stone Plaza — Hotel in Crestview

I purchased a Purple 2 mattress back in February, I was at a toss up between ordering the purple 2 and the purple 3. The lady that helped me insured me that if my husband and I wasn’t satisfied with the 2 I had 120 days to exchange it and she would order us the 3. We decided to exchange for the purple 3 so I contacted my local store to get it done but due to the covid 19 my local store was closed and my call got routed out to another store 40 mins away. The lady at this location told me I would need to contact the other lady that originally placed my order, she told me what store she “should” be located at so I called that store and a guy answers and tells me that there’s no one there with that name and he’s worked for the company for x amount of years and has never heard of her. So I explained to him why I was calling and he immediately cut me off and said they don’t have “access” to the purple 3 and 4. And started trying to sell me on other beds. I explained to him I wasn’t interested my husband and I have a hard time agreeing on a bed and we love everything the purple has to offer we just was it a little more soft hence us wanting the 3. He was no help at all basically made me feel like I am either stuck with this bed or I would have to settle for something else. I got off the phone with him and called the other lady back and she told me to come into her location she will get it done (why we wouldn’t have just done that to begin with is beyond me) so my husband and I drive all the way out there and sit there for over an hour to find out she isn’t able to order the new mattress and tells me it’s because their market is too small and they don’t have access to it and that I should call around to their bigger markets (because I’m suppose to know which stores those are apparently). When I got home I tried calling the their corporate number and because of the covid 19 the automated message says they are only communicating through email at this time. So I sent out an email waited a couple weeks after that and finally someone called me. She said she could order the purple 3 for me so here I am getting my hopes up again and explained to her everything I’ve had to do up to that point and she explained to me that the local stores misinformed me and that it has nothing to do with their market size for the reason why they can’t order it, it was because it’s not a red carpet delivery. I told the lady I honestly could care less about the fancy delivery I just want the mattress I would told we could get from the beginning and the purple 2 we originally got was delivered by fedex anyway and we had to set it up ourselves we didn’t get the special service with that either so. I waited on hold for a while and she then tells me that her supervisor will be reaching out to me because she doesn’t have access to the company I financed through to place the new order. She told me I should hear from someone in 24-48 hours. Here we are 2 weeks later and I haven’t heard anything. If I’d now how much of a struggle this was going to be I would have just ordered from purple themselves but I like to try and shop local and I wanted to feel the mattress before buying and I didn’t feel right going into mattress firm to lay on the purple just to walk out and order it online when the lady was nice and helped me. I like to shop local when I can but this has been the most ridiculous process between all the phone calls, driving out to different locations and trying to be sold on something else I have waisted so much of my time. I sent another email out and haven’t heard anything and knowing my luck by the time someone does reach out to me they’re going to tell me I’m past the 120 days to exchange! So I guess for now I’m stuck paying for a bed we don’t even want!!

I am HIGHLY regretting purchasing from...

EXCEPTIONAL SERVICE !! I usually don’t take the time to write reviews but I felt the need to share our experience with Justin Keane at Mattress Firm in Crestview, FL. From the moment we walked in the door, Justin went above and beyond to ensure our needs were met. We had shopped four other stores/companies before stopping at his store. Although great people, NONE of the other places asked us how we slept; all they wanted to know was what we were looking for. All we knew was we were in desperate need of a great night’s sleep. Justin guided us through different options while actually listening and watching how our bodies were responding to different mattresses. I had no idea I would spend that kind of money but I know without a doubt we will be extra happy. The one thing that sold us on buying from Justin and Mattress Firm was product knowledge of different styles for how we slept (side, back, stomach, etc) as well as their product warranty. They were comparable to other companies as far as prices but definitely not on service, quality, and warranty. Justin said he didn’t sell us a mattress, he just guided us to what we needed and the mattress sold itself. He was right on the money. No pressure at all, just great customer service. Thank you Justin for being exceptional. . You will be recommended to other...

My name is Mark Wagner. My wife and I were in the market to buy a mattress we went to several stores the salesperson seem more interested in money than they did our needs, so we decided to try Mattress Firm in Crestview Florida. What a difference the salesperson Jeremy was interested in our needs and not our money. He was incredibly helpful very very courteous and was extremely patient. He was honest and forthright with his answers. He showed us everything that we wanted to see explained it to the last detail , told us the goods and the bads about the mattresses we looked at and gave us the best price possible. We highly recommend mattress firm in Crestview for your sleeping needs, and any questions or problems that you may have I know they'll be glad to help you. If you have any doubt try Mattress Firm in Crestview Florida on ferdon boulevard and I know that you'll be happy with your decision. My wife and I certainly are happy with our decision and glad that we went there. The selection was great the staff was honest and forthright did not pressure sale you.they were willing to spend whatever time and energy to make sure that you got the product that you wanted and needed. For the first time ever I give a 5-star review. Give them a try I'm sure you won't be...