Mattress Firm Garden City State Street — Hotel in Garden City

Really disappointed and frustrated. When we first arrived on 10/13/2020 a gentleman greeted us right of the back which was great. (there was also a female at the desk who never acknowledged any presence and never once took her eyes off of her phone in her hand the entire time we were there) but back to the real reason for this review: We let the gentleman know we were looking to pick up same day due to the fact that the mattress was for our 80 year old grandmother who really needed a new replacement. unfortunately they were out of stock of many of the mattresses including the one we wanted to buy. we asked if there was any of the surrounding locations that had any in stock and was told no but that if we placed the order that day that we would be able to pick up the mattress from the wear house 1st thing on Saturday 10/17/2020. Well here we are today, we called the wear house like we were instructed to do to make sure the mattress was there and it was. But we were informed that even though it is there and the information we were given said we would be able to pick up any time between 9:30-6:00 we cannot pick it up because the wear house is closed for the weekend to replace the flooring. NO ONE TOLD US THIS AT ANY POINT WE WERE TOLD WE COULD GET IT RIGHT AWAY SATURDAY. I understand things happen and had it been something that was not planned (like a power outage or some other uncontrollable) i would understand. but the floor has been planned to be replaced and they knew it would be closed. We were told by the wear house worker we could pick it up at earliest Monday 10/19 but the issue we have is me and my husband both work the hours the wear house is open, so we either have to find a way and hope we can get off of work to pick this up during the week or my 80 year old grandma will have to wait another week on top of the almost week she has already waited just for us to pick this up. I am so frustrated and beyond irritated that we let them know how important it was for us to get this quickly and this is how our 1st shopping experience with Mattress...

The shopping and purchasing portion of the experience was easy and great! Don was knowledgeable and friendly, he quickly matched a price I found online too. Delivery was a challenge. They auto texted me with a two hour window the night before delivery with only one option - to confirm. I called the retail main line and they told me they had no way to contact the warehouse and that the truck was already loaded for the next day and they would likely still attempt delivery but that I would be scheduled for the next day after they wouldn’t be able to deliver. So I scrambled to ask a friend to come over so that we could accept delivery when they attempted and of course, the company didn’t attempt delivery that day. When I called the retail branch again they apologized and told me I was scheduled 3 days later (when I would be out of town). So I told them I would just pick it up at the warehouse. I asked for and was given a delivery fee refund. They told me I couldn’t pick it up that night because the order was “locked” but that I could get it tomorrow. I asked if the mattress was going to be compressed and was told “no.” I clarified the size and the packaging and was told it would be in heavy duty cardboard and banded. I borrowed a truck to pick it up only to find out that it was indeed compressed and it would have fit in my car easily I didn’t actually need to borrow a truck. I recommend before buying, make sure you clearly understand delivery or pick up expectations...

We got our Tempur-Pedic (TP)mattresses here couple months back. Matthew was helping us out. He was super patient with us as we were going back and forth between mattresses. He explained all the different pros/cons, he warned us that new mattress will feel much firmer at home than in the store but to be patient and give it at least 60 days. But he also explained exchange policies they have. He was very knowledgeable on different types of brands and materials and very friendly and frankly honest. Even though we got warned on the firmness we picked firm TP and of course as he said, it was too firm. However we stayed patient and it paid off. It’s the best mattress we’ve owned so far. It helped me to get thru my post surgery recovery!! I could only sleep on my back - for 2 weeks). Tempur pedic is expensive but I understand why. It’s worth it. We also got $600 credit since we bought two mattresses (2 Twin XL for split king). We got some great sheets that I’m in love with as well. We didn’t spend all 600 right away and had $90 leftover which Mathew said we can use within 120 days. We came in today and sure enough that was honored. We got a great deal on another 2 sets of my fav sheets. Very happy with this location and with Mathew’s service. We will be back for our future mattress/bedding needs. Thank you for helping us...