Mattress Firm Fairlawn Outlet Center — Hotel in Fairlawn

1 Star — Poor Communication from “David”

We had been to this mattress firm before to browse and we finally had the cash to make a purchase. The previous times we visited the sales team was kind, informative, and helpful. This time around, we felt like we were taken for a ride.

When we told David our budget, he immediately tried to sell us on mattresses 2-3x as expensive. When we were applying for the loan, he kept talking about anime and movies he liked. David at one point, trying to sell us on the more expensive mattress, or so i assume, said, “for how much time we spend in the car compared to our beds, cars should be way less expensive and mattresses should be way more expensive!”. My wife and i both worked in sales and this guy just sucks at it.

Regardless, we get through it and we’re building the bill. He asks if we want a mattress protector and we say yes. David implies we can choose between two Purple-branded mattress protectors, the standard or a “cooling” version. No mention that the cooling version is the Mattress Firm branded one that A) isn’t compatible with Purple’s mattresses, and B) is so hot and slippery, we slept WORSE then on our old memory foam mattress. Now it’s clearly written on the receipt we can’t return something we were manipulated into buying under false pretenses.

We pay, and looking at the receipt, theres a mystery $150 charge. I had to Google to find out that it was for assembly, which wasn’t explained or asked for. I would have been happy to build it myself, since i do it for a living and all. If David had just MENTIONED what delivery options we had, we would have had a choice, but there was not a single conversation about it. David breezed past it in the reading of the totals, also nearly charged us for a King Mattress protector, and had us pay way over budget for at least 2 things we didn’t need or want.

Honestly, Im disappointed that the guy we saw the past two times was gone and that we were left with the slop we ended up commissioning. David seriously needs an education on sales, transparency, and customer service. If you walk in to buy and see David, walk back out because he will lie by omission, trick you into purchasing things that are not beneficial to you yet line his pockets, and he’s terribly awkward. I would assume it’s his first day if he didn’t have so many...

Ordered my bed for delivery weeks in advance. Here is what happened:

-l received no call the day before delivery regarding a delivery window for my mattress -I called about not receiving a window and was told by Logan that my number in the system was wrong but they’ll update it and the delivery people will knock on my door -I get told to call again if I don’t hear anything by 4 -There were 3-5 people at my home at all times from 1-6 pm, with the door open -Nothing by 4, so I call again. Get told the warehouse is short staffed, the delivery site hasn’t been updated all day, and nobody has answered any calls or emails from them regarding my order all day. But that it should have arrived from 12:30-2:30 -Nothing at 7. Get told by Tanya (who was great by the way) that nobody is answering, and she’ll check first thing next day. -Next say she tells me that they delivered at 2:20 and waited but nobody answered so they left. My stepmom has a time stamp of messaging somebody while we were in the living room right by the door at 2:18. And the earliest they can deliver is three days from the original date despite their mistakes, and eventually sometime I can apparently get “picture proof” that they were there. I’m sure they just called me, didn’t get an answer, then didn’t bother knocking despite what Logan told me. -I get a refund, and have nothing to sleep on for the determinable future.

TL;DR: The delivery team dropped the ball hard enough to make me write my first rage review. The lack of good sleep is definitely a contributing factor....

We had a great mattress purchasing experience. We were able to test and purchase a mattress in thirty minutes. David respected the limited time we had. The only concerning moment was the text message received two days before delivery stating "We are experiencing intermittent vendor delays that may impact product availability. We will call if scheduling adjustments are required." I called the store for clarification and spoke with Tonya. She explained that at the store level the warehouse inventory is not for certain. She said that an order fulfillment isn't known for sure until the evening before when it's getting loaded on the delivery truck. I expressed to her that was concerning for us since we made plans to make ourselves available for the scheduled delivery date. Also this information was never communicated to us when we purchased the mattress. Not a very good way to do business in our opinion. Tonya offered to check our order the next day for any updates. I called the store the next day and spoke with Logan. He was able to confirm that our order was in stock and loaded on the truck for delivery. Delivery was prompt and went smoothly. Overall good experience but inventory/delivery delay potential needs to be communicated during the...