Mattress Firm Cupertino Crossroads — Hotel in Cupertino

The staff responded quickly to the desired mattress that I was seeking and showed me a similar example of what they had in stock. The desired firmness wasn't present so they showed me another mattress that I was looking at online where this didn't have a pillow top version.

So the sales person showed me another bed that was out of my price range but had the firmness that I desired and a pillow top that added comfort and cooling that I needed.

We talked for awhile and the sales person stepped out and called the store manager about a price range that I was interested in. I spoke with my spouse and we decided to order 2 twin xl beds and marry them together to make an Eastern king size bed. The sales person got the approval for a price that fit our budget! We applied and received financing for the bed purchase to defray the expenses over time!

We had a very enjoyable experience with TJ and our purchase at Mattress Firm!

The mattresses were supposed to be delivered in about 2 weeks but due to a problem with the supply chain they were rescheduled for another month later. I reached out to the management staff and discovered that the style of mattresses that we chose is not popular and readily available.

So Jeanne T. offered me some different options for my mattress selection, and a manager adjustment to my order, where we completely rescheduled and resolved the issues from the later delivery date that we experienced.

Thanks Mattress Firm for helping us out and making our experience more enjoyable.

The experience was changed from 5 stars to two.

Unfortunately the mattresses that were delivered were not the original ones that we ordered and our feet were a few inches off of the floor. The sheets kept untucking and pulling out. I called and emailed both sales representatives for 3 weeks without a single response. I called the store and was promised that a manager would return my call and it never happened. We went from a 16.5 inch mattress to a 13.5 inch.

My wife and I decided to go down to the store and ask the acting manager to contact a regional manager so we could exchange the product with the original merchandise that we ordered. We were promised a call and no one called. We went to the store again and asked for a regional manager to call the store so we could speak with them. We left after 90 minutes of no reply.

Over a month later, and a sizable exchange and delivery fee, we finally received the original mattresses that we ordered.

What is customer service and what does it mean to companies and sales...

I know for someone like us, dealing with moving, furniture shopping and buying mattresses can be very stressful (especially I’m carrying a baby at the same time). My husband and I decided to prioritize bed shopping to make home for comfortable for us, but soon realize that it’s so overwhelming with so many options! I’m glad we found Aidan here at this store! A knowledgeable and caring sleep expert make the whole thing much easy for you! Price is very important for us and I also need a mattress with good support and pressure relief to easy the pain during pregnancy. Aidan shared his own mattress purchase experience to help us narrow down what’s the best mattress for us. He helped us get great discount at first even without asking. For example, we got two sample adjustable bases and he added the install services free for us because he learned our bedrooms are on the second floor and assemble service would be very useful for us. I appreciate sales expert who is considerate and not pushy, making sure you are getting what you need with a reasonable price, and not just rush to close the deal. Go ask for Aidan in this store if you are thinking to get a mattress...

This is my first time writing a Google review, but my wife and I were so deeply impressed with Nick and his exceptional counseling that we felt compelled to share our experience. We walked into the store just an hour before closing on a weekend, and Nick went above and beyond to assist us.

He was incredibly patient and thorough in his advice, asking all the right questions to understand our needs. It was clear that his priority was ensuring we found the right mattress for us—not just making a sale. Remarkably, Nick stayed an hour after closing time, allowing us to try various brands and providing detailed advice on both mattresses and power bases.

His dedication to doing the best possible job and delivering outstanding customer care is truly rare these days. Thanks to his expertise, we purchased the Beautyrest Series 4 mattresses and two power bases.

Mattress Firm is fortunate to have such a dedicated and proficient employee. Thank you, Nick, for your exceptional service!...