Mattress Firm Grand Junction East — Hotel in Grand Junction

I wanted to take a moment to properly acknowledge and thank both Farrah and Ben for assisting us In securing a fantastic Intellibed! As an original referral through my sister and brother in law who live in CO, Farrah assisted us with a nearly impossible charge of finding the perfect bed due to my chronic back pain and made it happen, somehow managing to maintain a sense of authentic-ness and care throughout the process, and determination to get the job done even when Ben was seamlessly folded into the process. And you succeeded! I had originally spoke to three Mattress Firm associates, including even one owner, in NJ and the service and knowledge level was lacking to say the least. If I was the CEO of Mattress Firm, I would look to replicate the Grand Junction store and model the rest of the company around their deployment, knowledge and service levels. Farrah and Ben, managed to coordinate the entire undertaking from start to finish with a upbeat and can do attitude while maintaining professionalism at all times! Their service level was no different than Hermes or the Virgin Atlantic brands. Your relentless commitment to customer service is a real testament to the manager and owner of this particular store in Grand Junction. In fact, the knowledge and expertise of Farrah was initially supposed to be more of a favor to us ie just pointing us in the right direction in NJ, but Farrah’s knowledge level of the beds was second to none! Having worked in the service industry for opening luxury hotels and at the corporate level for over 20 years, I have seen many companies claim to be customer centric but rarely do they truly deliver, let alone care. In this case, Farrah and Ben have exceeded our expectations and then some. This is the first time that I have taken the time to write a review online since time is always our most precious commodity, but the level of service was so unbelievable that I felt compelled. I do hope that someone takes the time to pass this review onto the owner as well as John Eck for his understanding. In a day and age where customer service is evaporating in our society, job well done...

My wife and I are attempting to find a mattress that does not sag. Our experience was fine with the first mattress we tried, we were told we have 120 days to try out a new mattress. The first mattress did not work out. After going back in we were upsold an extra firm, the sales person stated this was least likely to develop any sag. We were again told that we have 120 days to try out the new mattress. It was also communicated to take our time, this mattress would take longer to break in. Also, we were told to take our time with both mattresses because a sag in the mattress can take time to develop. The second mattress is also sagging and is far too firm, we do not see any breaking in of the mattress in which we were informed. I called to upgrade to a foam mattress instead of the traditional mattresses we had tried. The same sales person that helped us from the beginning said we are out of luck. We cannot return or exchange. This is not at all what was verbally communicated throughout the process. We were upsold to an extra firm mattress that should probably never be sold to anyone that is 150 or 115 pounds. I was told our policy is clearly stated on the website. Unfortunately we never purchased online or reviewed any policy on the site. The policy was clearly communicated verbally numerous times both in person and on the phone. We were told we have 120 days to try out "the new mattress". Be careful if you intend to try more than one mattress. You may get stuck with a mattress that is not appropriate for you. Based on my experience and what was clearly communicated to me, this transaction was handled with a complete lack of integrity. I have not spoken to the manager yet, but was told the manager would call...

I would give Mattress Firm 0 stars but that is not available. I bought a double/full size Azure Bay 11” Firm Mattress - Prime - mattress but wasn't able to try out that size in the firm size but instead tried a queen size. I bought it on June 28 and could take delivery for July 3 but put it off to July 12 .It was never shipped from the warehouse to the store on that date. They never told me it wasn't coming or let me know in any way it was delayed. I called on the morning of July 12 to ask when to expect the delivery. They told me they didn't have it as it was not made yet. Then they told me it wasn't delivered from Denver but would be soon and they would let me know. They called me back later on July 12 to say it was coming 10 days later, July 22. That is almost a whole month from when I purchased it!!! It arrived but only after I talked the driver through directions as they had gotten lost and called me several times. They brought it inside and put it on my frame. It is the most uncomfortable mattress I have slept on. It is not firm at all and already seems to be sagging in the middle. If I want to exchange it, I have to pay almost $200 for delivery and restocking fees. But it is not even the mattress I ordered. It is NOT firm and very hot. I sleep with the AC on and a ceiling fan and even then I wake up sweating and have a painful backache ever since I got it. Mattress Firm is not reputable and very disorganized. They do not do what they say they will. Their products are inferior. I am highly dissatisfied. I recommend AVOIDING...