Mattress Firm South Colorado Blvd — Hotel in Denver

Horrible Experience.

I ordered a bed for my toddler online as it is the COVID time and stores were not open. I placed the mattress delivery about 3 weeks out as his bed frame was coming then as well. My husband and I spent a ton of time prepping my son for the shift from crib to bed and got him excited and his room ready. I had confirmation e-mails of my purchase with the delivery date and an initial window from 8am-9pm. The night before I received no call-ahead to give us a more updated delivery window. I also went to their website and called their help line, online chat, and e-mailed them asking for more information. EVERY SINGLE LEVEL OF ASSISTANCE led me to a robot or computer and I could never talk to a single person. I eventually gave up and just assumed my window was 8am-9pm and it would be delivered.

The delivery date comes and by 1pm I had still not heard from anyone about a mattress delivery, my son's whole room was cleared out and set up for him to have his toddler bed, and I could still not reach a single person on the phone to help. Every avenue of "assistance" was a recording that gave me zero information and ended with "due to COVID we do not have live agents at this time".

Eventually I returned to their phone system and followed the instructions to get a sales team rep who could help me buy a new bed. The recording, before a live person picked up, told me that this sales person could not help me with existing orders, delivery, etc (exactly what I needed help with). but I continued anyway. Low and behold, a live sales person picked up IMMEDIATELY! The saving grace of this whole thing was the awesome gentlemen who answered the phone, looked into my order, told me my mattress has been back-ordered and was not available for delivery for another 4 days. He was awesome, but this was unacceptable. My toddlers room has now been rearranged, and he has been prepped for this transition just to lead to 4 more days of waiting and he will now be even more out of his routine in preparation for this change.

This was an incredibly terrible experience. I will never be shopping here again and will tell this to everyone who will listen in hopes that another family does not have to deal with this.

I would give Mattress Firm SOME leeway on the COVID "times" had I not been immediately connected to a sales person but could not get help I desperately needed after they already had my money.

This was inexcusable....

Excellent customer service. I didn't actually go into the store. Mattress Firm is ubiquitous around the Denver metro, and if it weren't for corona virus I would have been in the stores trying out beds and looking for sales.

I used the Mattress Firm website to get an idea and look for deals. The site is very user friendly and allowed for comparative shopping, as well as letting me know what is available at what store and when it can be delivered. I spent a few days online shopping, deliberating, and talking things over with my partner, then we made a decision. I was about to order online, but there was some confusion regarding which base was available for the mattress I wanted, so I called the number on the website for a store at a nearby zip code.

Edmundo answered the phone. He was extremely helpful. He was not pushy at all and he did not try to sell me anything. In fact, he helped me save hundreds of dollars by getting a base, rather than buying a box spring, and he added additional discounts on top of the holiday sale price I was getting online. He emailed an invoice with a link to set up payment, and he also arranged for next day delivery, on a Sunday the day after a federal holiday. I'm very happy with the customer service, especially Edmundo, and I'm told I have 120 days to try the mattress and return it if I'm not satisfied. I...

Amazing customer service! I stopped in the night I moved into my apartment for a mattress. Their sleep expert, Britt was outstanding! They asked how I sleep and preferred firmness etc. They found a mattress that fit was I was looking for and pulled a tester out for me so I could make sure it was right and see if I wanted to go firmer or softer. They helped me then find one in my price range and I was set in a budget due to moving. Britt let me know about mattress protectors and offered to add one on but also said finding one on my own would be fine but explained why it’s best to get one sooner and later. Finally, they talked to me about bed frames which I also declined. What was great about Britt is they didn’t push the sale but rather shared knowledge so I could be aware and know what to look for. They showed me a frame that can be added on which was quite cool, the frame raises to different degrees. Britt was so knowledgeable about different degrees/angles can help with different things like heart burn, coughing, and various other things. Was very pleased with my mattress even sleeping with it on the floor the first few nights was plenty comfortable. I now have a frame and it’s even better. Such a great experience! The other associates there one I believe name was Cheryl were also lovely. Great...