Mattress Firm Hampton — Hotel in Hampton

Very bad customer service. I ordered 2 mattresses with 2 adjustable bases. The delivery was scheduled on Dec 7 - a week after the purchase date. And they gave us a bend base so their delivery team had to take it back and asked me to call the office. I called at 5pm (right after I was informed about the bend base). The lady said she was helping customers and asked me to called back after 30 minutes. That’s understandable. Then I called back and she said they’re closing soon so she couldn’t do anything about that and asked me to call tomorrow morning. So I called around 10:30 am next day and talked to Michael who put me on hold and somehow I got disconnected. So I had to call back and was told by Michael that I have to wait 72 hours since my order is still locked/ hold what ever which is unacceptable for me. I was trying to explain that we made the room emptied and cleaned up everything and waited for our order. These two mattresses are for my parents who are 70 and 75 years old. Where would they sleep? He told me he will talk to the someone and call me back within 1 or 1.5 hours. I’ve been waiting but there is no call back from them. I have to call again and this time another lady picks up. Claiming that they’re busy and helping customers but I am their customer too. I feel left out (wondering if it’s because we’re Asian and our English not good maybe) and don’t see any effort from them to help me with this problem that their fault when they deliver defective goods to customers. Finally we have to wait from Thursday until Sunday to get the new adjustable base. We definitely not returning and not recommending them with any friends...

My wife and I bought a mattress from here about a week ago with the promise that it would be delivered the following Saturday (today). To our surprise when the delivery truck came they only had the free frame that came with it, and said the mattress was shown to be picked up from the store on the 8th.

When my wife called the store they said the mattress could not be delivered until the next week, at the earliest Monday. My wife and I both work and are not able to take off to wait for a delivery. Even more so our bed was taken by the delivery drivers. They did return it, but it doesn’t fit in the frame they set up.

Stanly, the gentleman who sold us the mattress said the reason it didn’t get delivered was because he was not at work for the last two days. I’m confused as to how that is a reasonable explanation. It was his job to ensure everything was in order. After he told us that the earliest he could promise was Monday, we are now being told if we can’t be squeezed in tomorrow, we will have to wait a whole week for the mattress to get delivered. Their consolation? Free pillows.

This is absolutely unacceptable customer service. We do not have the room in our house to have this bed frame as well as use our old mattress. We will have to sleep on the couch for a week because of your inability to deliver on the promised date.

A good nights sleep can’t be that important to this company if they are not willing to make things right when they are the...

I came into buy two new mattresses and Byron was on his job perfectly. Polite, responsive, professional appearance, and highly highly knowledgeable on every mattress we tried. He asked questions and answered ours. He was currently helping two other customers and went back and forth from all of us making sure there were no questions or concerns. He showed us the largely discounted merchandise along with the slightly discounted merchandise to what we were asking for. He showed all options which was appreciated. He did not try to push us into a sale, he seemed like he actually cared about a person's interest and rest at night, which is rare, most mattress businesses will try to either sell you the merchandise on sale or push the most expensive option, not Byron he was an honest sales representative. We came in found the Sealys we wanted, which were priced great on sale and included a electric lifting base/foundation.... They were delivered to store few days later and we picked up. At that time it was Friday and the store was semi busy but once again Byron did not slip once, even helped us load them without us asking him, he made sure potential customers were good and then jumped in and helped us briefly. Very professional sales representative, impressive, definitely has management potential!!!...