Mattress Firm Franklin — Hotel in Franklin

We love our new bed, and the in-store process was quick and easy. Unfortunately, our mattress and adjustable base were supposed to arrive on the same day, and we paid for the delivery service to come and put together the base. On Day 1, only the mattress was delivered, with no base. We called the store, and they explained that someone may have forgotten to add the base to the original order or that something may have happened to the base when it was shipped. Understandable, things happen. It took another week to clear up the issue with the store/delivery company and actually get the base delivered, but when it finally came the box was brought in and the workers left without setting it up, stating that their order didn’t include setting up the base. Fed up at this point, we spent an hour and a half setting it up on our own and decided to reach out to the company itself for a refund. I have a physical receipt stating that I paid for this service, but I have heard nothing on the refund in 4-5 days despite being assured that I will get my money back and that someone “should” be getting back to me. I don’t feel that it’s right to have my money taken for a service that was never provided to me, and then have to chase people just to get my money back because of someone else’s mistake. There were several delivery options to pick from, and I purposely chose one higher in price because it included the entire setup. Very...

Our experience has been nothing but excellent. I have had several orthopedic surgeries which makes it difficult for me to find a comfortable mattress. Our first choice was a decent mattress but firmer than expected. The people at the Franklin were fantastic. Craig, Guy and Chad were incredibly helpful. It was obvious that their number one goal was to make us happy with our original purchase and eventually with an exchange. Ultimately, Chad suggested the Nectar memory foam mattress. Since the Franklin store didn't carry that brand, he called the Milford store and explained our situation to their mattress specialist. When we arrived at Milford, Armond knew exactly what we needed and finalized the process. Each of these store specialists were patient, knowledgeable, and professional. They made this a much easier process than we expected. Thank you, Craig, Guy, Chad, Armond and...

We stopped by the Store to buy a queen mattress and take it out the same day. Sam was nice. He showed us choices within the price range. We made decision for one. He said it was in the store. Then it turned out it was in the warehouse, then it was not in the warehouse. He proposed to look into "out of box" choices. We agreed. Found one. He said it was in the warehouse. We were happy because we were there already about 40min. And now came really long searching time on the computer. Maybe next 40 mins. At the end he was ready but the pick up would be in two days and the price was about $100 more than what we set as upper limit and which he promised at first. We were tired and frustrated of this neglect of our time and missed promises. Unless all mattress stores here are like that, we would not...