Mattress Firm McKinney Avenue — Hotel in Dallas

I visited the Mattress Firm located at 2633 McKinney Avenue. My salesman was Gregory Hagar. Gregory was polite and professional. The mattress I wanted wasn't available for the time frame needed so he recommended an alternative and I purchased it. I paid a total of $1,059.76 for a Queen Mattress with an adjustable base. Gregory sold me on the alternative selected mattress based on the return guarantee that he vaguely explained. I understood that if I returned the mattress that I would have to pay for the adjustable base but he advised me of a 10% restocking fee and that was it. I kept the mattress for a little over 30 days and decided that it was not going to work for me. I spoke with Gregory and again from the 1st phone call, to in person, and during my call to advise him that I did not like the mattress he was always professional. My only concern with him was the lack of transparency regarding ALL fees and penalties involved with a return.

I arrived at the same location on McKinney but I was assisted by Brittany. I was greeted when I entered but the moment I mentioned that I was there to return a mattress that I wasn't satisfied with, Brittany's demeanor completely changed! She asked, "why do you want to return the mattress!??" I advised her that I tried it out and it just did not work for me. Brittany then stated, "You do realize the amount of penalties and fees that will be assessed as a result of this return don't you??" I replied, "how much?" Brittany then said, "Give me a moment. I need to use a calculator. I can't add all of this up in my head because it's quite a bit." After adding up the penalties and fees Brittany stated that out of the $1,059.76 I paid, I would only be receiving back $324.35. I was shocked! Brittany starting naming all of the charges assessed including a couple that I was not aware of. One was a $99 pick up fee and the other was a 20% restocking fee versus a 10% restocking fee. I advised Brittany that I was unaware of those charges and her response/behavior was shocking to say the least. Brittany responded and I quote, "You are saying that you were not informed of the charges! We have policies here and we have to adhere to our policies. I DO NOT want to hear that you were not told about the charges because you were IN FACT told about the charges and they are right here in writing on your receipt!" Brittany at this point had raised her voice and appeared upset/angry. To avoid further conflict with her I advised Brittany that I was not there to argue with her and all I wanted to do was return the mattress. Brittany then kept on by saying, "WHAT WAS WRONG WITH THE MATTRESS ANYWAY THAT MAKES YOU WANT TO RETURN IT? YOU WOULD BE MUCH BETTER OFF BY EXCHANGING IT! YOUR THE ONE LOSING ALL OF YOUR MONEY! DID YOU EVEN TELL GREG WHEN YOU CALLED HIM THAT YOU WERE RETURNING THIS?? I just responded once again advising Brittany that I was not there to argue with her. She asked again, "YOU DIDN'T ANSWER ME. WHY ARE YOU RETURNING THE MATTRESS? I replied it was a little to soft for me. Brittany replied, "TOO SOFT?? YOU BOUGHT AN ULTRA FIRM MATTRESS AND IT WAS TOO SOFT???" She then sighed, shook her head, and you could tell that she was extremely irritated.

This happened about a week ago on August 7th. I started to let it go thinking maybe Brittany was having a bad day. But I am Regional Manager over 7 locations with my company and if I had an employee that talked to and treated a customer the way Brittany treated me that day, I would definitely want to know about it. Brittany constantly reiterated how firm she is with policy but if returning the mattress is also a policy of Mattress Firm I didn't understand the unseemly, combative, and rude behavior I received from her.

Moving forward I will never patronize this business and will discourage others from doing so. Not fully explaining penalties/fees is disreputable and Brittany's attitude and behavior was extremely unprofessional...

I made a purchase with Austin at the McKinney Store in Dallas. After careful consideration & research, I chose a Hybrid Sealy Mattress. The same mattress was on line for less than half the price stating “Sale”. Of course that’s to get you into the store and you get there and it’s double the price. I went to the counter to let the sales rep know that I would proceed with my purchase and due to his lack of training and/or knowledge, I was double-charged. The first time I entered my credit card, he assured me that the transaction did not complete. He was adamant. Although I received a text showing that a deduction did indeed happen. He asked for my credit card a second time. I didn’t feel comfortable but I gave it to him. I stepped away and called my credit card company and it was confirmed that I was charged $1,200 twice. The sales rep argued that I was incorrect. It took everything in me to remain calm while dealing with this salesman. He then phones his manager from his mobile device, on speaker. The manager never acknowledged me and said out loud “once her bed is delivered we will just see if there’s a 2nd charge, then we’ll deal with it then.” I tell ya”… Such a horrible experience at Mattress Firm. As a business woman myself, I highly recommend doing business at a different location. I’m still waiting on my refund. The proper response should have been “My apologies. We will make sure that you are refunded & promptly”. If this doesn’t happen, I will have to cancel the sale, dispute the charges which is even more of my valuable time & energy. I suggest that you go somewhere that appreciates & respects customers, their time and...

Stuart was great and helpful in the store. I called to compare my past mattresses with the one I ordered and ended up connecting with Jimmy who is super knowledgeable. Usually whoever answers tries to help me even if theyre not the sales person on the team, including narrowing my window for delivery (not guaranteed but put in the request. Unfortunately can’t remember his name).

Not today. When l spoke to Josh about narrowing the window for pickup he saw someone else is the sales person and said he’d call that person. I never received a call. Why can’t he be a team player like others? And when I asked him to request a 30 mins heads up (would have taken shorter) that they’re coming he said he couldn’t and he’d contact my sales contact again. I said I couldn’t schedule this again until a week later again, the following Saturday. When I called back saying that window gap is narrowing and I received a text that my mattress was delivered to inform him how it’s odd since they’re picking up, he said he couldn’t contact them. He didn’t even try. He told me to contact the warehouse. It was such a disappointing experience. But because the others were so great I’m going to refrain from giving a lower star count despite my...