Mattress Firm Findlay — Hotel in Findlay

I want to give an honest review of our experience with Mattress Firm without tainting it with my frustration, so bear with me. We bought a mattress there about a month ago. The experience itself was pretty nice, and we fully trusted the associate we worked with because seemed very knowledgeable and had answers to all of our questions. However, it came to light after the fact that several of the answers he gave us were false, and Mattress Firm is unwilling to do anything to remediate the situation. I will detail two of those falsehoods here because they would have affected my decision to buy the mattress.

First, we asked directly whether or not the mattress and base (since we were purchasing the adjustable base) could be used in our current bedframe. We were told yes, it would fit right inside the frame that we had. This was untrue. We had to dissemble our frame and use only the base. Even more, our headboard and footboard would not attach. We had to order headboard brackets from Mattress Firm which were delivered several days later. They attach, but the headboard is now at an angle and rubbing against the wall, and the mattress also sits several inches out from it, creating a nice black hole for pillows and other things to fall into. For the footboard, we had to search the Internet for universal brackets, which ended up not working, so we can no longer use our footboard. The blankets fall all over the place because the footboard is not there to hold them in. I really loved the look of our bed before as the centerpiece of the bedroom, and now it just kind of stresses me out.

Second, we asked directly about the return/exchange policy. We were told we had 180 days to try out the bed, and then if we decided to send it back for any reason, it would be a $50 restocking fee. We eventually decided to exchange the mattress because it was causing me chronic pain from being too firm, and we wanted to swap for the next level of softness (since there was the same mattress in a softer option). As we were driving back to Mattress Firm, we sifted through the paperwork and saw that the return/exchange fee was actually $99 plus 10% of the purchase price. So that would have been hundreds of dollars if we had been able to return, which we were not able to do, since we also discovered in the paperwork that if you mess with the tag on the mattress at all, it voids all return/exchange opportunities. (For all you less experienced shoppers out there like my husband - NEVER touch a tag.)

We called Mattress Firm, tried to take things up the ladder, and they told us that the associate we worked with was new and didn't give us the right answers, sorry. That's it. I don't want to criticize the guy we worked with because he was really nice and did know a lot about sleep and the mattresses, but he gave wrong answers for questions instead of asking someone else for the correct answers, and the company has refused to help us out in any way, which is just terrible customer service. So in the end, even though I am one for second chances, I would not shop at Mattress Firm again simply because I do not trust them or their customer service. If you choose to shop there, please be sure to read ALL of the fine print before...

My wife and I had recently made our first King size Mattress and adjustable base purchase with several other items at a Mattress Firm location in North Carolina. Shortly after our purchases we were in Findlay, Ohio on personal business. While staying in a nearby motel we happened upon this Mattress Firm store. We noticed they had a sale going on by the signs they had placed in the front of the building. After seeing the sale signs, I recalled the salesperson in North Carolina had told me that if there was a sale within a certain time period after I made my purchase that Mattress Firm would honor that sale price for my recent purchases. My wife and I went in and were met by two very great and knowledgeable salesman. (Unfortunately we lost their names in our travels— sorry guys) But they were the kind of people that make a company excel. We just wanted to give these guys a shout out in Findlay, Ohio for helping us save some more money during our first visit to Findlay, and our second visit to a Mattress Firm! We look forward to being a repeat customer in the future! Great job Mattress Firm in Findlay…you have some employees in your store that should be up...

I’m not even sure where to start so I’ll start at the beginning. Our experience from the time we walked in to the time we walk out was phenomenal! Joe gave us a very warm welcome and went over and beyond to get us the best deal possible. He did not once come across as trying to “milk us” which felt WONDERFUL and it’s something we just don’t experience any more. We went in there on Black Friday and it was our last stop so we had been dealing with sales associates all day. Joe didn’t even seem like a sale associate. He was more like a help associate and it was a big huge breath of fresh air! He quickly gave us numbers and he didn’t stop until those numbers made sense. We left thinking “ Wow what a deal and what an amazing place!” We have already referred this place to everyone on Facebook that was willing to listen. I probably came off as an employee...