Mattress Firm Clearance Center Gainesville — Hotel in Gainesville

I would like to start by saying this store has been one of the best experiences for mattress shopping I have had before yesterday.

I purchased a mattress mid July to replace my guest room mattress. Over the summer my guest mentioned that the mattress was not as comfortable. Some woke up with pain and one mentioned that my old mattress felt better than the new mattress. I decided to exchange out this mattress for a new one. I called the store to get information and assistance with processing the exchange. The representative I spoke with named Nate worked with me and begin the process of exchange. We ran into a problem with the pricing. I wanted to apply a coupon to lower the price so that I can have an even exchange on the mattress. Nate mentioned he could not figure out why he could not get the same price I saw online and that I needed to come into the store and show him so that he could match the price and I could get the exchange processed. I was unavailable to come into the store, and so I left it alone. I then started getting emails and text stating that my order had been processed and that my delivery would happen on September 2, 2024. I thought Nate figured out a way to process the price adjustment and was able to get the new mattress shipped out. I wasted Half of my holiday waiting for a delivery truck to bring the mattress. I contacted the store to get a better idea of delivery timeframe. I spoke with a representative at 11 AM. That said they were call me back and never did. I called back at 1 PM and spoke with Nate who said he would find out what’s going on and call me back ASAP. He called me back over an hour later to explain that something happened with their delivery in the warehouse and that the next time he could send the mattress out would be Thursday of this week. I said fine. I then received a call from the manager, Eric who went on explain the reason why my delivery did not come was because I had a balance of $124.

I explained to Eric that did not have a balance because I had a receipt showing zero dollars. This was confusing to me and he could not explain why I received this receipt showing that I had a mattress with the same price point as the old one for an even exchange, he could only continue telling me I owed $124.

This made me upset because I wasted my half of my day, and I was misled into thinking that everything was taken care of. ERIC, the manager, provided the absolute worst experience that ever had from this store. If I ever had a question or needed clarification on something, the sales associates in the store had better customer service intelligence. Eric was absolutely rude and has poor communication skills.

I reached out to corporate while I was there and spoke with the representative over the phone who clearly and confidently explained that a coupon could not be used against an exchanged item which made total sense as to why Nate could not adjust the pricing the first time I called.

Nate also should not have processed any details for the transaction without my permission. I started to receive emails and text messages stating that my delivery was on the way with the adjusted pricing to match the original price of the mattress, but their system still showed owed money. This made zero sense to me!

My issue is I felt misled and mishandled. My expectations were not met. And to have an interaction with a manager, that was completely rude, completely unprofessional, and absolutely frustrating, left a very bad taste in my mouth. I would’ve expected the manager to know the process and policy and train and communicate the information to their employees. But seeing as Eric is the store manager it makes complete sense that the team would lack understanding and poorly...

Honestly, I'd give this store no stars if it were an option. In this case, it was definitely the STORE and not the company as a whole. I will say it repeatedly throughout this review, but please don't go to this store. Go to the store across the street and go to see Charlie there. You will not regret it.

Having said that, I did, in fact, purchase my mattress at the Mattress Firm across the street with Charlie (and exceptional experience that I can't recommend enough). I was disappointed that I'd have to wait a few extra days for my mattress to arrive as it was a very popular model and a holiday weekend coming up, but it is understandable when every store can't hold stock of every mattress. Charlie worked it out where I could pick up on the day I wanted as there was one left in a warehouse that could be brought over. The only thing was is that I'd have to pick it up instead of get it delivered. No problem, I can make that happen. The day was what was important because it was Memorial Day weekend and I needed to have help to load and unload the mattress and/or get it in the house. It was supposed to be delivered to this store instead of the one I purchased from. No problem.

Charlie called me the the day before he'd said I would get my mattress and said that he'd talked to the driver of the truck. My mattress had been delivered! Fantastic. Monday morning (Memorial Day), my Mom and I went to the store prepared to get my mattress.

When we walk into the store, neither employee looked up from what they were doing. There was a man and a woman, both behind the counter. The man (who I am later told is the DISTRICT MANAGER) is playing on his phone and totally ignores us even after we walk up to the counter. The woman asks how she can help and I tell her that I'm there to pick up my mattress. If she could have gone pale, she would have. She starts stuttering and clicking on her computer. I know something has happened where they no longer have my mattress. My Mother and I use the restroom and see the woman sort of wandering into the storeroom looking entirely unsure of herself. I recognize a new employee being fed to the dogs when I see it. The district manager isn't concerned about us or her. Nice.

Anyhow, the woman tells us that my mattress didn't come in, that it wouldn't be there until Thursday, that we should never have been told that my mattress was there, and, oh, it's okay if you can't pick it up on Thursday....we'll hold it for you.

Right. I walk out while she is still talking because, frankly, I don't believe the lying b.s. Keep in mind that the man, the DISTRICT MANAGER, is still sitting there doing nothing except to pipe up once in awhile to blame the salesman at the other store and tell us to basically get over it. Nice customer service, jerk. I know what's happened. Someone sold my mattress to make a commission because someone was there and wanted the mattress TODAY. Well, I paid for that mattress already and it was mine. If that's what happened, fine. Admit it and move on. Offer to deliver the mattress on Thursday or toss me a free pillow or something. Make it right because selling a mattress that I already paid for so you could make some pittance of a...

Edit: I met with Eric today after he called me to apologize and remedy the situation. He showed us a different mattress that would be available sooner and was fairly similar to the other mattress we ordered. He made the process quick and painless, and we were out the door within 10 minutes or so. I have updated the review as a result. Thank you mattress firm team for all your help!

Original: I won’t lie, I was pretty disappointed with my experience shopping here. The sales rep was super helpful and helped us figure out what mattress would work best for us, and I got what I felt like was a good deal. But I was promised 2 day delivery if I placed the order this past Thursday after I closed on my house. I put a down payment on the mattress the Saturday before, and was reassured that I would be able to get a mattress via delivery or pickup whenever I was ready to receive it. Once Thursday rolled around, I called and suddenly the mattress could only be delivered September 10th with none available in store, 18 days after my down payment.

I totally understand that stock is out of the sales reps’ hands, it can’t be helped. But I am really bummed about being promised a mattress by today (Saturday) and needing to wait… I’m now having to sleep on this used, very stained mattress that came with the house and hope the mattress can be delivered sooner… Thank goodness for thick mattress toppers 😖. I will follow up here if...