Mattress Firm Elizabethtown — Hotel in Elizabethtown

I want to specifically thank Max Giachi of the Elizabethtown KY location for a wonderful job processing our order and getting it into the pipeline and assisting with the financing that we were eligible for. Max also went above and beyond to help rectify a couple of issues that were out of his control. Through no fault of his, the delivery process had a number of difficulties. I had initially been told that our location was in an area that they delivered directly to.. after a more detail review, it turned out that I was in a non-direct delivery zone and there would be a third-party logistics company involved in the delivery . The addition of the third-party added a week or two to the delivery time and then There was some sort of glitch between Mattress firm distribution center and the delivery company and as a result, one of the six mattresses/ box springs that we had ordered did not deliver with the primary delivery. To avoid significant delays and having to potentially deal with the delivery company again, Max coordinated efforts for me to pick up the item directly and offered some free items to compensate me for having to do the pick up that I had paid for originally.

One of the items we bought was a “Curve” mattress that when it unrolled and puffed out to its full size it was not puffed out on the bottom to 6 inches of the bed….a Manufacturer defect. Max immediately took action to have another one delivered under warranty.

Bottom line, Max repeatedly went above and beyond to make sure we were satisfied even though the issues that he was dealing with or not of his doing.

In the big picture, we would buy from Mattress Firm again however to recommend that they assess the quality of their delivery efforts when using a third-party because it seem to be several breakdowns there… everything worked out in the end, but a lot of it was due to Max‘s...

Update the gentlemen who sold to us that day reached back out and apologized for his "off" day! I found that to be very honorable, it really showed they cared about our customer experience after all and I can appreciate that! Every one has days they aren't at 100% and for him to take accountability for that as well as take the time to make things right with our remaining bonus gift balance was enough effort to turn us into satisfied customers after all 🙂 I can't wait to get our new bed and sheets! Thank you mattress firm elizabethtown!

Not the best experience at all, we did find a mattress we loved and we ordered it, so we are happy about that, but as far as the sales experience, not great at all. The gentlemen who helped us was experiencing tooth pain, and I do understand how terrible it is to try and work under those conditions, it definitely reflected poorly, his pain had him preoccupied and rushed our whole mattress buying experience. If the pain was that unbearable he should have let his associate handle us and taken a break for himself to recover. The worst part is we were supposed to recieve a $200 gift with our expensive purchase, I decided to go with a mattress protector, he didn't ask us which one we wanted so I assumed he would choose one in the price range, but after leaving and reviewing the receipt we saw he chose one that was only $120 and didn't tell us that, that leaves $80 in free gift wasted, looking at the website, that could have been a whole sheet set for our new bed. I will say the only positive was he did try and find a way for us to get the more expensive mattress we wanted from an outlet, but we decided not to roll the dice on a outlet mattress, however I did appreciate his effort there. Overall, very upset about the entire sales experience. I can only look forward to receiving our mattress in hopes it makes...

We were promised a great deal through a Labor Day promotion and told it would be delivered a week later. Soon our delivery was postponed because they didn’t have any adjustable base’s available.

After multiple postponements, the Sleep Expert from my regional store told me that I would no longer get the free adjustable base promised in the Labor Day promotional because corporate had to “process the orders” that had been delayed.

After several many delays due to Mattress Firm’s inability to edit delivery times, my mattress was finally delivered. I ordered the mattress on August 7th and it was delivered September 18th. The mattress that arrived was the correct mattress but labeled with another customer’s name and address. The base that I was given was dented as I got it out of the box and was not the adjustable frame promised to me through the Labor Day promotional. My order was also supposed to include a bracket so that I could attach my headboard to my new base. This bracket was missing entirely.

After talking to my local Sleep Expert, I was told that I’ll get my bracket with the adjustable frame delivered on October 28th.

I don’t think ordering from Mattress Firm has been worth the hassle. I wouldn’t recommend. I really hope I get the rest of my order on the day they say it will be...