Mattress Firm Clearance and Supercenter Fayetteville — Hotel in Fayetteville

The Salesman, Chad, spent a fair bit of time with me and we talked. At one point I asked about returns and he said something like "there is usually a restocking fee, like $175" This was said when I was still browsing before I had selected any item, just a throw away remark but it stuck with me. Then I bought a crazy expensive mattress because they all are crazy expensive now. We went over the paperwork and he pointed AT the return policy. What he did NOT do was explain it. He did NOT tell me that I would be charged 20% of the purchase price capped at $500 if I returned the bed. I would not have bought the mattress if that had been said to me. I do not make $500 gambles in life. Period, End of story. So if you buy an expensive mattress and they are almost ALL expensive, you better be VERY sure of the purchase or you will lose A LOT OF MONEY. I will never enter this store again. But since people rarely buy mattresses they won't care. People rarely want to return them too. So they can get away with this slick salesmanship and misdirection. Chad was quick to point out that I signed the paperwork and I did. But why did he say anything to me about $175 "restocking fees" (not a term I was familiar with before so I know he said it) when I was looking around and asked about returns? Why did he not say, in response to that question, "20% of the purchase price up to $500 maximum."? He did not say that because he knew it would affect my decision. Period. It sure feels like I was lied to between the misdirection and the failure to speak in words the actual return policy. I won't return under any circumstances even though I am still in the market for a mattress!! Be Careful!!! Don't be like me. And if you are wondering $2845 for a TWIN MATTRESS in tempur pedic and that was a cheaper tempur pedic. I once bought a car for that kind of money. In this case I paid $500 for 8 nights of restless sleep. First time in my life I ever tried to buy myself something really nice. This was not a nice thing for him to do. ...

This was initially a negative review ...until Jason, the Store Manager performed a miracle. Hands down BEST customer service I’ve experienced anywhere. Here’s my story: I purchased the Beautyrest Legend made by Simmons. This is the top of line bedding set at Mattress Firm. I paid approx $4000 for the box springs and mattress in 2017. The bedframe is large and heavy duty, and very high quality. The top mattress started to sag in the middle about 2 years old. Ever since, it has gotten a little worse. Now there is a significant sag. I went through the warranty process exactly how they asked; forms and multiple pictures taken exactly how they wanted-with a measuring device so they could see the problem. I received an automated email response that my warranty was void because they said the bed frame must have 5 slats and 3 center legs. Mine has 4 slats and 8 center legs. They wouldn’t let me talk to anyone and offered no solutions, only automated rejections. I have another high quality Simmons and have had no issues. I do believe this is just a lemon. If the warranty doesn’t cover my defect, it won’t cover yours. Don’t spend the money for high quality at this store, and definitely don’t buy Simmons. They won’t take care of you. They never said a word about the warranty being void if I didn’t have 5 slats. Although I do believe they would have found any reason not to replace the mattress. Very costly mistake. UDATE: Feb 2021: When Jason saw my photos, he personally worked with Simmons for 2 weeks on my warranty claim until he got them to honor the warranty! I’m so excited! I never thought it would happen after 2 rejections from Simmons. This NEVER would have happened without Jason. THANK YOU JASON! And a huge thank you to Jeremy for helping us pick out our new dual control Temperpedic...

While I had an amazing experience with our first sale person Chad. I came back the next day and was told Chad was not in today. We ended up working with Samantha, who wasn’t as personable or friendly. Chad took the time to find some deals and really work with us. Samantha was going to be taking “care” of us. She did not really seem interested after I said we were working with someone else. Did not bother to look up any deals, which I’m sure you could have been offered. The original offer was lower than the listed price, but we decided to go with a bigger bed. Nope nothing. I felt like she wanted to be doing anything else than work with us. It was the bare minimum work, customer service and effort. So thankfully Chad got our commission, but Samantha really gives me the icks. Chad thank you for your great customer service and wellness to go out of your way to help. This was the only reason I did not walk out of the store today. Edit: Had to go back to the store for a mattress protector and Samantha helped me. She was very helpful and kind and went out of her way to see what discounts they had on the item. This was the total opposite of our previous encounter. She did apologize for making us feeling uncomfortable, and Black Friday is always super busy. So it was nice of her to apologize. Maybe we just caught her at the wrong time. Either way,...