Mattress Firm New Englewood — Hotel in Englewood

I cannot stress to you how important it is to get a great sleep expert. Shelby K. has changed my life, with a simple pillow.

I have a purple bed at home, and am not a fan of the standard pillows that were ordered with it. They make my chronic neck pain flare, and if one ends up underneath you in the night, it's like sleeping on a large stress ball that GIVES you tension.

Not only did Shelby help me try out all of the pillows in the store, she ensured that I was on the closest bed to my current model (Purple, Medium firmness, purchased 5 years ago) so that my alignment would be as accurate as possible at home.

I wanted to check out the tempur-pedics (of course!) but they were not giving me the correct alignment. Even the square purple pillow, and the beauty rests weren't doing right by me! Then, Shelby brought me the coconut bliss pillow. I think it is a sealy or sleepy? Not important. What was important, was how calm and relaxed my body got as I snuggled into my different sleeping positions. Another important call by Shelby, and something I had never thought about or had anyone else at any retailer do for me. She even got me a great deal, and had it shipped to my house in a different state!

I walked into Mattress Firm with low expectations, and walked out confident in my purchase, AND my new favorite sleep expert! I will definitely be calling specifically for Shelby K. when it's time to upgrade our mattress, as my bar for customer service was met and surpassed through every step....

So, the customer service was very good. I liked the selection and bought a couple of beds even though I went in intending on buying one. The reason this rating is so low is that the follow through at this location was very bad. The delivery that I was told twice would happen was not even put in. Then, when I called to cancel my purchase, that particular person told me that I would get a confirmation "right away." Well, that did not happen so I called the number that I found online to make a complaint. That person was very nice and confirmed that it was cancelled and advised me to call this store back and ask the person to send me the confirmation. I did and was told by the person at the store that he would send it "immediately" and then hung up instead of waiting with me on the phone to ensure I got it. Well, guess what, nothing. I called the complaint number again and this time got someone who said that he was a district manager. He waited on the phone to make sure I got it. He said that he would tell the district manager of that store about my experience and said that district manager would call me. Well, guess what? No call. Again, no follow through. They tell you that they are going to do something and then you get nothing. Well, never again will I do business with this company and certainly with this location. I recommend going elsewhere which is what I will be doing. I have no...

So my fiancé made it into town from Florida and moved into an apartment on a Sunday, July 26. Quickly we needed a mattress to sleep on and The next day went to mattress firm at the Englewood location. We explained to the sales associate Reno how we needed a memory foam ASAP. The one we picked first wasn’t in stock so he suggested the Tulo which he ordered for us through their website. He said it should take 3 days to ship and it’s out best option. The next day I tried out the tracking number and saw that the delivery date stated was September 25. We tried calling that location but a part time worker was on and couldn’t handle the situation. So we waited till the following day, Wednesday to head back to that location to figure out if we had to cancel our order. Randy right away explained how the Tulo would take more than 3 days to delivery and that the original mattress we wanted was in stock at the warehouse which was only ten minutes away. He worked hard to get us the Tulo refund and gave us the same price on the one we ended up with which would have costed us more. If you go here definitely buy through Randy he knows what he’s talking about and works with the customer to get...