Mattress Firm White Oak Crossing — Hotel in Garner

PLEASE READ.... I purchased two twin XL mattress from Cub at the Smithfield NC store on Saturday, November 5, 2022. These were for my king size bed so I could raise the feet and my husband could raise the head without bothering each other. One was a Sealy Posturepedic and the other was a Tempurpedic. I was told by Cub they would be the same height. They were delivered to my home on Monday, November 7, 2022 and I immediately noticed the Sealy was a lot higher than the Tempurpedic. I tried calling Cub; however, he was at the Garner store. I called Garner and he said he was busy and would call me back. Tuesday, November 8 - I never heard anything back from Cub so I called the Garner store again and was told he didn't come in until 2pm. I never heard from him so I called around 3pm l. He said he was busy and would call me back. He called back around 7pm and said he would order another Sealy and could exchange the Tempurpedic. He said he would call me back with the specifics, date of delivery and pick up, etc. Wednesday, November 9 through Friday, November 11 Cub did not call me back. I called Garner on Saturday, November 12 and he told me he would again order a Sealy and I could exchange the Tempurpedic at no cost to exchange. He said the new Sealy would be delivered on Wednesday, November 16th. He also told me my old king mattress that was still under warranty (I had only 4 years and had paid for a 10 year warranty) would not give me any money back for the sagging mattress. I asked for names/numbers to dispute the claim but he said the mattress had been destroyed already and I could not talk to anyone. I called the Smithfield store and spoke to Derick, he was very nice and helpful. He contacted Cub about the specifics and was going to call me back. In the meantime, Cub called me acting all belligerent. He told me:

1. I better not be calling any more of his Mattress Firm stores about this situation
2. He was going to cancel my exchange
3. He was going to send someone to my home to remove both of my twin xl mattresses from my king size bed and give me a credit for everything. I told him he better not because we would not have anywhere to sleep.
4. He said I called him a liar. I told him that was incorrect.
5. He said the customer is not always right
6. He fussed at me for not being patient and that he had only had 1 day off in 10 days. He said he guessed he should have spent his day off talking to me about my mattress instead of spending time with his family.
7. Cub then hung the phone up on me. I am so disappointed because I didn't get credit for my old sagging king mattress as well as poor customer service in the replacement of my Tempurpedic with another Sealy to match other twin xl. At this point I don't know if someone is coming to my house to take my current 2 twin xl mattresses off my bed or exchange the Tempurpedic for another Sealy. Please have a member of management call me to ensure my mattress is exchanged in a...

I’m not typically a “reviewer”, however I felt that it was important to share my experience with Jonathan (Jon) Jones at this Mattress Firm location. First of all, upon entering the store we were met with a very friendly greeting and were encouraged to look around as Jon took a few minutes to wrap up a phone call with another customer. Once Jon turned his attention to us, he was patient, knowledgeable and answered our questions in a friendly way that was not pushy or trying to quickly get a sale done. We did purchase a mattress & box spring and were very pleased with the experience. Because our experience with Jon was so positive, several weeks later we went back to purchase another bed. Again, Jon handled the sale with care and professionalism, and once again we came away very satisfied with our purchase. We scheduled the delivery of our adjustable bed on a Thursday between 9:00am-2:00pm. On the delivery day it was raining heavily, but everything seemed to be on schedule. When I hadn’t heard anything by 1:00 I decided to call Jonathan and see what was going on. Evidently there was a breakdown of the truck, with several other deliveries besides ours, that caused the entire schedule to be upended. That is when Jonathan went into high gear to make sure that we received our purchase. He made several calls with the delivery drivers to ensure that we received our bed, as promised. Jonathan apologized several times for the inconvenience and even waived our delivery fee. He stayed at the store and wouldn’t leave for the night until our bed was delivered. I truly appreciate Jon communicating directly with me, and “going the extra mile” to make sure that we were satisfied with everything. It was 9:00pm when it finally arrived. I can’t thank Jon enough for making us feel TRULY VALUED as a customer. I’d like to think that other companies would treat their customers as well as Jon did us....

Absolutely worst service I have ever experienced with ANY business. Came in last Monday and purchased a $1,300 mattress with the “Gold” delivery package. Let’s just say it was more “Stainless Steel”. I was told my bed would be delivered Wednesday. Wednesday came, no bed. I was told I didn’t sign a paper that completed the transaction for the bed to be delivered. You would think that they would tell you all the required documents to complete the transaction. So I signed the document. Next delivery was scheduled for Friday. Friday comes, no bed. I was told that they made a charge for a dollar that caused the transaction not go through. Rescheduled again, bed was supposed to be delivered today. Got multiple calls confirming the delivery. I tried to be nice and break down my bed frame and bring my mattress outside to make it easy on the delivery guys. While doing so I missed 2 calls from the delivery guys. I returned the phone call TEN minutes later, and no one returns my next 15 phone calls. A live agent tells me that the bed was not delivered BECAUSE THE ADDRESS WAS SPELLED WRONG. So now me and wife are sleeping on a mattress on the floor. I will be at the store at 9:00am tomorrow morning when they open. The only way I will spend ANY kind of money with this company tomorrow is if there is a SIGNIFICANT price reduction and I my bed is delivered TOMORROW.

Update: I had to rent a U-Haul and pick up my own mattress. Still had to pay $50.00 to get them to pick up my old bed. They took $200 off the bed price which definitely...