Mattress Firm Knapps Crossing — Hotel in Grand Rapids

First the good, my sales person Justin, at Mattress Firm was great. I went there to buy a mattress for a family member who is 88 and has an ileostomy. Because of the ileostomy, the family member didn't want to try out mattresses himself and said that he wanted a soft mattress, which I purchased for him, along with a very nice platform. Due to the ability to exchange the mattress for a new one, I felt it was fine to pick a mattress for him, he's been sleeping in a recliner and I really wanted to make things better for him. The mattress came and after sleeping on it a few times, he's back to sleeping in the chair because the new mattress is too soft for him and he can't easily manuever his body in the new bed.

Another mattress was chosen and we requested that it be delivered asap. Mattress Firm has a return/exchange policy they won't budge on — they won't exchange a mattress until you've had it for 30 days. By the way, it was paid in full 30 days ago, just not delivered. So, he'll be sleeping in a chair for another 2 weeks, waiting for the full 30 days from delivery, even though he has a brand new $5,800 platform/mattress in his bedroom. I get it, a policy is a policy, but if you are thinking of buying a mattress from Mattress Firm, just know that you will be stuck with the new mattress whether it is working out for you or not for 30 days regardless of...

It was a great experience overall. I was able to get into Mattress Firm (4497 28th St SE, Kentwood, MI 49512)during Easter weekend (4/8/2023) and buy a mattress that would be delivered the following week. The only problems I had were I was given an 2 hour window (which I was not allowed to pick because the route is premade for the delivery drivers) from when they were supposed to deliver the mattress (12:45 to 2:45pm) and they didn’t deliver the mattress until 3pm which was pretty good in my opinion considering traffic but then after they delivered the mattress they were supposed to set it up in my home because I had bought the premium package (which included a free in home set up of an adjustable base (which I did buy) and up to 3 mattress sets) but they left. I understand that the distribution center is in Detroit, MI and I’m in Grand Rapids, MI which is over a 2 hour drive not to mention the multiple stops they had to make before mine but it was disappointing nonetheless. So I called and I was told they couldn’t turn around to put the base and mattress together and that the next time they would be able to do that was Sunday (4/16/2023). It was delivered Wednesday (4/12/2023). Unfortunately the refund is going to take 14 business days and I had to put the base together but other than that bump it was a great...

Justin met us at the door of the store as soon as we came in. We did not have to wait, which we feared we would have to as it was Black Friday. I had re-searched online the mattress I wanted after going through all of your fine selections. I found the one that met all of my needs and it was 60% off! The mattress came with an automatic elevated base for free!! That was a perk that we never dreamed that we could have. The mattress has a five star rating which I wanted, and it fit our needs as my husband has sleep apnea and restless leg syndrome. And another perk was that Justin offered us was free delivery, and Free set up with removal of our old mattress! This we did not expect because on line there was a hefty charge to do the same. And to top off our extreme satisfaction, we were in and out in thirty minutes! Extremely satisfied is putting it mildly how we feel for the whole experience I am in need of a mattress once this one is paid off (with 0% interest for 12 months!) So by next Black Friday, I will be a returning customer! My thanks to Justin and Mattress Firm company for a truly...