Mattress Firm Delray Square — Hotel in Delray Beach

My mother who is 91 needed a new bed so we went to Mattress Firm to look at them. We purchased a bed for her guest room 3 years ago from Mattress Firm. That purchase was mostly good but for being told that if we didn’t need the old bed removed we would get a $100 refund but that didn’t happen so I gave them a 4 Star review.

This time it was a new salesperson (Toni) who was knowledgeable and helpful. She never tried to upsell us or get us to buy things we didn’t need. It was a pleasant experience which I don’t think happens at most bed stores. She moved mattresses to other bed frames to find what would work best for my mother. After trying three mattresses on two frames we found what will work best for her.

We arranged to have the bed delivered three days later. We were told that we would get an email the night before giving us a three hour window when the bed would be delivered and a call 15 minutes before it arrived. We never got the email the night before so we called Toni in the morning and she told us it would arrive between 3:15 and 5:15. We waited to get the call which didn’t come but at 5:00 there was a knock at the door and the bed was already right outside the door.

The workers had covers on their shoes (nice but not needed) and both were very efficient getting our old bed out and the new bed set up. They didn’t speak much English but my wife speaks spanish making it easier. They took our old box spring and mattress but told us they don’t take the metal bed frame. The bed frame comes apart and is easy to carry to our dumpsters. Other than the lack of the email and the 15 minute phone call the experience was excellent.

I’m not someone who enjoys shopping so I appreciate how Toni made the experience easy...

UPDATE we ended up just returning everything to avoid a headache (there's a whole Facebook page called Mattress Firm Reviews filled with horror stories about the customer service) Anyway we got only a partial refund, we're still missing $700 and the manager won't return my calls. Seems the Franchise customer service, individual sales stores and delivery teams are three separate places that do not communicate with each other. This was confirmed my the manager at this store, he says this happens all the time. He even asked me to take down this review after we got our refund but since I'm still missing a good part of that, I'd have removed the one star completely if I could.

My 96 year old grandmother waited around all day on Sunday for her delivery. She missed her breakfast, lunch and dinner because there was no update even though the guy at the store assured us it would be delivered today and we had an email confirmation that it would be delivered that day. Just to find out the next day that part of the order was on backorder until October. At this point corporate is blaming the store owner who blamed the new employee which isn't his fault if you trained him properly. We expect full compensation for the delivery we paid a lot of money for. Expect to hear from us again soon until this...

I had a disagreeable experience because I was under the impression that the delivery men where going to dismantle the platform frame I had in the bedroom. The young delivery boy told me he could not dismantle the bed. That was not his job. He offered no solutions to the situation. He was ready to take everything back and not deliver anything. . I paid extra to have the bed installed and the olds mattress and box spring taken away. I got upset called your establishment and asked to talk to a manager. The young man finally dismantled the bed and installed the new bed. After the bed was installed your manager called and suggested a handyman. If I had known that you all could not touch an existing frame I would have taken care of having it dismantled. Please make things clear so you don’t upset your clients. I thought the young man was not making any effort to remedy the situation. He was not a problem solver. I would have been happy to give them a tip if they...