Mattress Firm Outlet - Hagerstown — Hotel in Halfway

I ordered a King size mattress set (with box springs and frame) and paid the extra $150 for "golden delivery service". This extra fee was supposed to have my complete set delivered, set up, and my old bed removed from my house. Now, Mattress Firm hires 3 party movers to deliver and set up your bed. First thing when they arrived, I was told they would not remove anything "metal or wooden". So they only took my old mattress and I had to take time out of my weekend to take everything to the dump. This was the first letdown by this company. Next, as they were setting up my bed, they told me they brought the wrong frame. I was charged for a universal frame that should have worked with any size mattress. They assured me it was the wrong frame. When I asked what they were going to do make it right (seeing as how they were hired by Mattress Firm, should have some sort of contact when things happen) they said I had to call and most likely go pick up and set up my own frame (when I paid extra to have them do it). They left with the wrong frame and I called the branch I purchased the bed from. I was told the system has my order locked as "out for delivery" and cant make anything right until the next day. I call the next day and was told the delivery people had the correct frame the whole time and "didnt know what they were doing". So I guess Mattress Firm hires cheap labor to deliver and set up beds and does not train the people they send to your house. Either way, i had to wait an entire week for someone to come back out with the correct frame. They showed up the next week and set up everything. Within a week of that happening, my frame broke. I was given a frame with cheap plastic feet and they snapped in the middle of the night. I called to get a new frame and was told i would have to "file a claim". I was offered another option of having another frame sent that i had to pick up and set up myself. I just wanted to be done with it, so i agreed. I was told it would arrive Tuesday and i would receive a phone call. I never received said call. I called THEM on Friday and was told my frame had arrived and to come get it. I arrived the next day to get my frame and the associate working had no idea what i was talking about. The person who had told me it was there the night before had called out and not made anyone aware of my situation. The associate i was now dealing with found a frame in the back but didnt recognize the item number and wasnt sure if it was mine. I had to wait 45 minutes for him to deal with other customers and attempt to call the person who had called out sick. He ended up giving me the same box anyway and asked me to call him when i set it up "to make sure it was correct". This is one of the most frustrating and unprofessional companies ive ever dealt with. I havent even tried to get my "golden delivery" fee back because ive already had this much trouble getting a frame. If you can, buy a bed from literally...

So many great brands to compare, including the Purple Mattress which is uncommon to see in stores. Eric C. was kind, knowledgeable and not even a bit pushy as a salesperson. He was kind to our kids and allowed them to try beds as well, which really made him stand out to me. He was able to quickly narrow down the best mattresses for us to try and we quickly had 2 as our top favorites and left to go grab a bite to eat while we talked it over. He didn't use any pressure tactics to try to force us into a decision and when we came back to lay on the beds a final time to decide between the 2, he again wasn't pushy at all. I'm not sure if it's all locations but this location does offer Veterans discount as well as a teacher's discount, which applies to homeschool teachers as well. (You may need to bring your official form from the county.) I've already shared this business with my fellow homeschool parents as we fully support businesses who support us! Checkout process was quick and easy and bed delivery was in 2 days which is super fast compared to everywhere else. Oh, one final thing. We were concerned about the mattress going on sale for Black Friday next week and thinking about waiting to buy until we found out they have a lowest price guarantee so they would simply refund the difference of the sale price versus what we paid now. Great overall experience, I...

I had an amazing experience here... in the store. Chris was very attentive to my needs and was able to give me a great deal on a superb mattress with an adjustable base that would have normally been way out of my price range. That's where the good service stopped. Upon delivery, I received a base that was damaged. I called Chris to let him know, but he wasn't there. I spoke with a nice lady who quickly lined up it's replacement at no charge. Today the base was exchanged, figuring everything would be ok, since the exterior wasn't damaged, I never checked to see if the adjustability was operational... now I find that's it's not. I realize you sublet your deliveries; however, I never even received a follow up phone call to see if everything went OK with the initial exchange, let alone if the new one works OK. Or even notify me that I might have to reprogram my remote. I just spent 45 minutes on YouTube finding an accurate video to help me sync my remote.

Service before the sale was impeccable; however, service after the sale left something to be desired. The damaged base was replaced no fuss no muss, but if I sold someone $4,100 of merchandise, and I found out there was an issue, I definitely would have reached out to my customer to ask them if everything is now okay, especially knowing I was a...