Mattress Firm Langston Blvd. — Hotel in Falls Church

The experience at this store was unfortunately poor. In short, extremely overpriced, pesky sales staff who does not listen to what client needs. - The last time I was in a mattress store was 10 yrs ago, excluding visit to this store a couple of months ago. Upon entering store I was greeted by a young staff member, to whom I explained that I was looking for a bed without any memory foam and gel, but rather a spring mattress with individually wrapped coils. I also explained I prefer firm and bouncy bed. I was surprised when associate pointed at beds that had ingredients I specifically did not ask for, had no bouncy feel and were soft. I was puzzled why, then overheard another customer commenting on a $4,000 price tag, which prompted me to look at the prices; this explained why I was being shown items I did not ask for - they were the most expensive. Ultimately, I did find what I was looking for, all the way in the back of the store, at a mere fraction of the price of other items on the floor. I asked the staff whether he could pull it out from vertical position, so that I can test it, and he literally pulled it out and threw it on the floor. I told him I was unable to get down to the floor due to orthopedic reasons and asked him to put it on a platform 10 feet away. He did so, but not kindly. I was about to ask for a 14 or 12 inc version in lieu of 10 inch, but sadly, by that point I was so frustrated by pesky questioning of the sales staff and attitude that I walked out of the door. He literally didn't allow me to think on my own for few seconds. He kept asking me "what are you thinking of"....so here are my thoughts: brick and mortar mattress stores are OUT and online stores are IN. I ultimately ordered mattress online, and although it was a bit of a gamble, and after careful read through over few hundred reviews, I am extremely happy with my online purchase. Not only that, but it also came with a 10 year warranty that I had sufficient time to study before (!) the purchase. I also purchased beautiful, modern bed frame to go with it. I swore never, ever to step my foot inside another mattress store in my life. If there is one thing that irritates me the most, is when sales person either doesn't (or cannot) understand, or flat out ignores detailed description of what I want (in anticipation of selling higher priced items, which means higher commission). Lastly, Another thing that bothers me are pesky interruptions that do not allow me the time to think through whether I like a bed or not. So there you go, I kept my money, the store kept its merchandise - online vendor got my money and I got...

By suggestion of another Mattress Firm who was out of a particular mattress I was interested in testing, I drifted on over to this Langston Blvd. location. For starters, I was greeted very warmly by the manager Roxanne & then Osman, who ended up helping me choose the best mattress based upon what I wanted. Osman was very patient & extremely knowledgeable about how different mattress features would work best. He listened intently to tune into my likes, dislikes, & comfort concerns. It wasn’t as simple as being a great sales associate, he tapped into that old school customer service that I haven’t experienced in such a long time. I grew up in a small rural town & one of the things that mattered & still matters the most to all of us was and is , how you treat people, & we feel that is truly evident in the way you run a business & the level/quality of customer service you provide people who patronize your business. Osman masters this on a level that had me shocked & it takes a lot to shock me. He 100% cares and is passionate about giving you a great experience with him & overall within the store. I kept smiling during my shopping experience & Osman thought it was all about me actually finding the perfect mattress finally, which in part, it was due to that. But mostly, I kept smiling throughout my shopping experience with him because his level of passion, honesty, wanting me to find exactly what I wanted served to restore some of the faith in businesses/people I’d lost since the start of the pandemic. I never once felt like I represented some sales number he wanted to eek out by the end of the day. I felt like I was being seen as a person & a truly valued customer who really did matter. Osman needs to be promoted stat. I had extensive conversations with both Osman and Roxanne and they’re just genuinely good people who work hard and believe in that old school type of customer service. Heck, it felt less like shopping & more like catching up with old friends. I only ever write reviews when I’ve had the worst or best experience, & hands down, my experience with Osman today (and talking with Roxanne) was the best shopping experience I’ve ever...

I walked into the store and was immediately greeted and attended. Upon the first sales associate learning that I wanted a Purple Mattress, he directed me to Roxanne Hohenkirk, whom he stated was their expert on Purple Mattresses. Roxanne greeted me with a smile and proceeded to giving me her input about which Purple Mattress was right for me. She was honest and in fact chose the ones that were best for my back (which happened to be the original and the 2, those are the cheapest). She then patiently listened to me as I explained about my back issues and other stories. She offered input on what more I needed. Originally I ordered an original twin, with all else that was needed for the twin. She even assured the discounts and promotions from online were applied. Upon leaving the store, I recalled that my headboard/bed frame was for a full. I returned and Roxanne immediately made the necessary changes for me. Later that evening, upon going online, I realized there was an additional promotion if I bought a full as opposed to a twin. I called Roxanne about that and the discount. She immediately applied the additional promotion and honored it, as they match what is online and stated the discount will be refunded to my credit card. Despite 3 times of calling back or returning, she was patient and flexible and quick to make necessary adjustments!! As for the delivery, it was NEXT DAY! Less than 24 hours from visiting Roxanne, they rolled out the red carpet, put on their booties, and immediately put together my bed and even threw in a couple eye masks. So on top of free Purple sheets, and two free Purple pillows, and a free mattress protector, I now also had the eye masks too! I slept like a baby last night despite lying in some awkward positions (my own doing). I don't think I've ever woken up from sleeping on my side or awkward positions feeling comfortable the next morning. I am happy with my Purple mattress items, good sleep, and excellent customer service & delivery from Roxanne and Purple Mattress. I would definitely return to Mattress Firm for my future purchases of...