Mattress Firm Outlet - Escondido — Hotel in Escondido

10/09/2021 Update

I spoke with the store manager about the issue and he was apologetic and was willing to exchange the box spring for the one I wanted (Sleepy's Universal Foundation, metal and wood construction) in the 5" low profile version.

I had to pay the $50 difference + tax ($53.88) between the two box springs, which I was okay with and makes sense because I was sold and charged for the cheaper one. Basically the salesman sold me the wrong SKU (stock number/Store Keeping Unit).

The manager waived the delivery and restocking fees, setup an online payment so I wouldn't have to go to the store to pay the difference, and scheduled delivery/exchange for the correct box spring.

The delivery/exchange was done today, there were no hassles. Delivery was even earlier in the day than expected as they were ahead of their schedule.

Overall, my experience/ customer service with this company is excellent.

People make mistakes, but the company stood by their product and corrected the issue in a reasonable manner.

Upgrading my review to 5 stars.

Thanks Shawn!

Original Review 10/6/2021

Went to the store to order a box spring. Discussed what I wanted with the salesman, he was the only one in the store. I said I wanted a metal box spring. He showed me the display model, and I asked him if if was metal. We lifted the top mattress off of the box spring and I checked the construction of the box spring. It was a metal cage (I could feel the metal through the cloth). The bottom of the frame was wood. I said that's fine, that's the one I want. He scheduled my delivery and rang me up. The whole transaction took maybe 10 minutes. The salesman was nice, cordial and personable.

Got the box spring delivered today. They brought the new box spring to my front door. I brought my old mattress and box spring outside so they could haul it away for disposal. I brought the new box spring inside to set it up. I realized the one I got was all wood, no metal. I called the store and discussed the issue. The person on the phone told me the one I received is the one I ordered and that the metal one was $50 more.

The customer service and delivery was great. I wasn't ripped off or anything, it's just that the floor model I looked at/was shown, was not what I paid for or received. Maybe the salesman got it mixed up. The one he showed me (the Sleepy foundation) was metal and he quoted me the price, which is what I paid for, but just didn't get what I thought I was getting.

Basically, the floor model was not what I was quoted for, charged for, or received. I think it's an error on the salesman's part. The store associate I called (who was not the original salesman who helped me) offered to exchange it for the metal one (at $50 more).

This is a temporary bed for me, eventually I am going to get a queen sized bed. So for the price and since it's already been delivered, it's just a hassle to deal with the exchange. I suppose it's an honest mistake on the salesman's part.

Not sure if I'd do business with this company again or not? I'm already getting spam emails from them with coupons for things that I don't need or want that expire...

I have to come on here to rave about Chris at the Escondido location!

Backstory; We bought a mattress and adjustable base (with pillows and sheets thrown in) at the Mattress Firm pop up at the Del Mar fair- the salesman there gave us a great price and worked long and hard with us to sort out financing, he was patient, friendly, and diligent. However, he promised us delivery and set up two days following the purchase- when only our mattress arrived and not our base, pillows, or sheets, the salesman at the fair was impossible to get a hold of. After spending all morning trying to contact the sales rep who sold us these things and was supposed to have scheduled delivery I decided to call a local mattress firm location to see if they could transfer me to him directly- this is when Chris comes into the picture.

While Chris was limited in what he could do to help, he would spend the next THREE DAYS hopping on and off of the phone with me working tirelessly to resolve the issue of my missing products! He was able to get into contact with the sales rep at the fair to urge him to contact me (more than once), he gave me clear instructions on how to proceed and what to ask for etc…, he gave me crucial information and insights that the sales rep at the fair had not, and, despite having essentially nothing to gain from all of this (seeing as another salesman had already gotten the commission for my bed), he was dedicated, thorough, kind, and made me feel like a top priority. He even had his team members reach out to follow up with me when he wasn’t in the store. Chris truly went above and beyond to help me! He was empathetic to my situation and spent a great deal of time and energy trying to get it resolved; I can only imagine how wonderful he must be to work with in the actual purchasing process!

While we did get a spectacular price at the fair, I wouldn’t say it was worth all of the stress. It seems that the mattress firm guys at the fair are too busy and overwhelmed to give the customers the attention to detail and follow up needed post-sale. If I could do it all over again, I’d leave the fair and take that offer to Chris and his team at Mattress Firm Escondido and see how close they could get for me, the customer experience and peace of mind is 100% worth it! I’m endlessly thankful to Chris and highly recommend working with him...

I ordered a mattress to be delivered to my new apartment I was moving into. I ordered it at the store. I specified the exact address of my new apartment and told the lady doing my order that I wanted it to be shipped to my new apartment. I don’t know why or how but they STILL tried shipping it to my old address.

They called me the day before the delivery date (around 5pm) to confirm the order and when they said the wrong address. I immediately called them to change the address. I called again the day the order should have happened and I found out that if a change to the address is made before 7pm the day before that they could still manage it. Turns out the employee I called to make aware of the change didn’t let the delivery guys know until after 7pm so they just canceled the delivery and when I told them I wanted them to send the mattress by the next day, the representative said that he didn’t have access to make that change. I told him I wanted to speak to his manager and he said he was the only one in the store and that the later he got access to make the change the less likely it would be delivered by the next day.

This is horrible customer service, this is some serious incompetence on the part of the store employees. They’ve completely screwed me over with their constant mistakes (wrong address, didn’t notify delivery guys of change on time, left the store without a manager to help). They didn’t even offer me anything to make me whole. I’m never going to buy from mattress firm again and if I could leave 0 stars I would.

Edit: Since these events took place, mattress firm has been working with me to get things fixed. I was still able to get my mattress in a timely manner, albeit I had to drive to one of their locations to pick it up and install it myself. They refunded me the installation cost and helped make me whole. They showed genuine sympathy and did everything they could to fix the situation. This is why I’m switching my review from...