Mattress Firm Gastonia Cox — Hotel in Gastonia

Subject: Exceptional Service at Mattress Firm – Special Thanks to Jackie and Tim

Dear Mattress Firm Team,

I wanted to take a moment to share my recent experience at your Cox Rd location.

On October 10th, 2025, I visited several mattress stores in one day, hoping to find the right fit. However, the moment I walked into Mattress Firm, it felt like a completely different experience. I was warmly greeted by Jackie, who truly stood out. Her professionalism, courtesy, and kindness were unmatched. Jackie was incredibly knowledgeable and took the time to explain everything in great detail, which really helped me understand my options.

Even though I left the store that day without making a purchase, I couldn’t stop thinking about the information Jackie shared. I returned to Mattress Firm not once, but three times that same day, and eventually came back again on October 11th, hoping to speak with Jackie once more. Although she wasn’t in that day, I was helped by Tim, who was also very kind and professional.

It was during that visit that I learned Jackie is a manager—and I was not surprised. You couldn’t ask for a better leader. Because of the outstanding service I received from both Jackie and Tim, I decided to make my mattress purchase.

Thank you, Jackie, for your incredible knowledge and warm demeanor. And thank you, Tim, for your kindness and assistance in completing my purchase. You both made a lasting impression, and I’m truly grateful for the...

Great customer service! Johnathan was top notch and was absolutely awesome in assisting us with purchasing a new mattress.

Update: Great service taking my money. Absolutely horrible service following through to completion. Not surprised though. True car/ matress salesman!

To make a long story very clear and concise....... the matress I purchased never arrived and I ended up canceling the sale due to dismissive, apathetic and inept salesmen. The surprising incompetence by Johnathan and his sidekick Tim became obvious to me on the day of delivery. I contacted Matress Firm to confirm delivery. Unfortunately, I was told the warehouse did not actually have the matress I purchased despite being told otherwise. Let's just say it was then extremely challenging in having to guide Tim through the process of problem solving. Sure Tim, I will do your job for you...Additionally, the poor demeanor exhibited by Johnathan at the time of refund was right out of a movie. Shameful. Matress Firm?? Is that the best you have to offer? Good luck to all future customers. Matress Firm shutting down stores all over the place. I...

I'd give them 10 stars if I could! REALLY! We were working in both North and South Carolina for almost a year and needed a new mattress to be delivered to our home in Texas. Helen was THE BEST! We were going to be home at Christmas and she was able to have the mattress delivered while we were there. We hated it. It was waaaay too hard. So, when we got back to NC, we went and told her. She took care of it. We picked another mattress and it was set to be delivered when we got home in February. Wellll, the delivery day came and no mattress. I called and found out the mattress had been discontinued, but they didn't notify the store. Helen picked another mattress that was similar, that was brand new to their line, so we were both hopeful. We've had the mattress a couple of weeks now and love is so much we're going to put one in our motorhome! And yes, I called Helen in NC to see if she could help us with that. And, she did! Thank you Helen! Seriously, the service is above...