Mattress Firm Glastonbury — Hotel in Glastonbury

My name is David Laufer, and I am writing regarding a critical service failure involving my elderly parents' recent purchase from store #160016.

On March 9th, my mother, Dorothy Laufer, was scheduled to receive delivery of two adjustable bases and two Nectar mattresses. Upon delivery, the team removed both old mattresses and box springs, leaving my parents without beds. However, the new mattresses never arrived. As my 77-year-old father requires immediate access to suitable bedding, my parents are now forced to stay at a local hotel, causing significant inconvenience and distress.

Subsequently, my sister contacted Bill at your Westerly, RI location. Bill assured us he could expedite mattress delivery directly from the Mattress Firm warehouse the following day and committed to following up the next day. Unfortunately, no call was received, and upon contacting the store myself, I spoke with Reggie, the area manager, who was unaware, unhelpful, and incorrectly stated the order could not be canceled or rescheduled. He also unfairly blamed my parents for allowing the original removal of their old mattresses—an unacceptable assertion.

Following this unsatisfactory interaction, I contacted our original sales representative, Victoria, who submitted a ticket to cancel and reschedule the delivery, clearly contradicting Reggie's claims. Reggie even contacted Victoria during my conversation with her, further illustrating the misleading information previously provided.

This experience reflects poorly on your company's reputation for customer service and integrity. Immediate corrective action and a response detailing how you will rectify this matter would be greatly appreciated.

I intend to escalate this matter to senior leadership, including the CEO and...

I ordered a complete bed set online 7/10/21. Got an order confirmation immediately. And then, radio silence. Support number non-operational. Email to support goes unreturned. Nothing but crickets. PURCHASED BECAUSE OF ADVERTISED TWO WEEK DELIVERY DATE. NOT RECEIVED AS OF THIS REVIEW. NO RESPONSE AT ALL.

MF in Glastonbury: BED FRAMES ARE NOT RETURNABLE! Very fine print about bed frames not being returnable. Once it leaves the store or you accept delivery, it's yours to keep. Even though there is a mattress guarantee, it's my understanding the MF won't accept the frame and not the whole bed set you bought.

Bought a frame for increased height, not realizing the frame legs on the outside, halfway down existed, let alone stub my toes on it constantly [first frame I ever saw like that]. Now it's a boat anchor.

I did not realize about the exterior metal support legs until I got it home and it was set up and went to bed.

I had the frame for less than a month. I stubbed my toe the very first night. I thought I could get used to it. Used for a week and a half before I couldn't take it anymore.. They didn't even offer to exchange it for another one.

The frame I eventually use was from a big online seller with a jungle name. It was even returnable up to 90 days. It has recessed legs. It's a beautiful thing.

Anyone wanna buy my boat anchor? Respond here.

IGNORE YOUR CUSTOMERS AND THEY'LL GO AWAY.

Liev, are aware of this 'mishigos'?

I BELIEVE THIS IS MY...

Buyer beware. I wish I had looked at reviews beyond what's here. Yes, the customer service was great. Kudos to the staff. You're supposed to be helpful in sales. That's how you make the sale. In my experience, and in the experience of others who purchased mattresses from Mattress Firm (search the web), the products don't live up to the implied warranty of merchantability. I purchased a mattress from this location and it hasn't lasted a year. I'm out of $1,000 and the company refuses to do anything about it. The warranty process is a joke, especially asking a customer to pay additional money to have their mattress reviewed by a third-party. You want someone who purchased a subpar product to pay additional money for some company to deny the warranty one more time? This company needs to do better and be better. I recognize how damaging negative reviews can be to a company and I don't take my leaving one lightly. You know what else is damaging? Being $1,000 in the hole for a bed you purchased with the reasonable expectation that it would last more than...