Mattress Firm Dillon — Hotel in Dillon

Ordered a specific mattress in preparation for major surgery. I obviously had a very hard timeline to receive the mattress, as I would be completely bed ridden for 1-2 months. I ordered it about a month prior, and it was scheduled to come in stock and be delivered 3 days prior to my surgery. Come delivery day, I waited the entire day at home for it to arrive. At about 330, the delivery driver called me to confirm my address as they “couldn’t find it”. I sent him my address(the same one provided in store) and he never responded. About an hour later I got a call from the warehouse in Denver saying my delivery was outside of the delivery area and would need to be rescheduled. They couldn’t reschedule the delivery until the next day and had no idea when the next available day would be. The delivery driver, never called me back or responded to my texts and he decided to take my mattress and base back to Denver. Had he just had the respect to advise me directly of the situation, I would have asked he dropped it off at the Dillon store and I would have happily picked it up. With the likelihood my mattress wouldn’t be delivered before surgery, leaving me no choice, I cancelled the order and picked up another mattress in stock from another retailer. I will give the Dillon store staff credit; they were polite and refunded me without issue, although they were the ones who screwed up my address in the first place. Even after I made it a very specific point to confirm it when I first...

I would like to give this experience a 5 star review because I really liked our sales rep, Whitney - she seemed professional and not at all pushy. However, the wrong mattress was delivered, and because they look identical, I did not realize this until after it was set up. The delivery person, Hector, did not seem concerned even after I showed him a copy of my invoice. He showed me that he had delivered the mattress that was on his packing slip and told me there was nothing he could do. I called the store and spoke with Whitney, who assured me this would be taken care of although she said the mattress I ordered was now on back order. I have received an email confirmation that the change is in the works, but with no date or even an estimate of when it will be delivered. This is extremely disappointing since I know this mattress was in stock when I made the purchase. I left a message with our sales rep yesterday, but have not yet heard back from her.

As an update to this review, the delivery of the correct mattress and pick up of the original delivery, all took place within one week. After being told it was on back order, our sales rep was able to find the correct mattress and it was delivered a week later. Great customer service after a big snafu of the original order. Thanks,...

My expectations were beyond surpassed. Out of all the bed stores near us, their selection seemed slightly larger. They had all the beds we had read about and were wanting to try out. But the main reason for my 5 stars is customer service!

They went above and beyond to make sure we were happy with our purchase. I didn't ask, but I doubt they make commission, because no one pushed anything on us. One thing that set them apart from other stores is that the staff ACTUALLY know about their beds. At other stores, we felt like they knew as much as us just from Google things. But here they really seem to know about what they were selling.

I have to give a specific shout out to Whitney, the manager, and Andrew our salesman. They went way out of their way to make sure we were happy. I met them both at the Dillon store, but I believe they work the Avon store as well. If anyone from corporate is reading this: THEY DESERVE A RAISE! I can't thank you both enough for...