Mattress Firm South Hillsboro — Hotel in Hillsboro

My husband and I visited two other mattress stores before settling on a Beauty Rest Black model at Mattress Firm. The customer service was good, little more sales pitchy than BedMart but less than the newer Banner Mattress we went to. The gentlemen that helped up told us that he believed the mattress we wanted in a king size was at a location in Bend that has mattresses discounted for an open box one and sure enough there was one left. We were told the price after the discount and it was an awesome deal, along with their promotion of the two free cooling pillows and cover, but I still wanted to go back to BedMart just to make sure that was the one. So we went, decided the mattress firm was the best option, so we went back about 7 minutes later at most.

When we got back we told him we were good to go and we wanted to go ahead and get that mattress. Well come to find, there was a $75 or so price for delivery that wasn't added into the total that was told to us, we asked if we could pick it up and we were told no, which I think that should be an option. He also couldn't give us the cover for free like we were told, so that was another $65 and then I assumed the box springs were in that price as well since I had asked about the other mattresses earlier and making sure they included the boxspring in the price and he said no and that would cost an additional $400! So I passed on that since I know I can get that cheaper somewhere else. So overall I know we got a great deal on the bed, don't have it quite yet so can't review that, but as someone who works in sales also, it's very frustrating that I wasn't told all the prices first and we should have been told everything up front and coming back and finding out we would have to pay almost a couple hundred more plus if we had gone with the box springs another $400, that's just ridiculous .

Oh and when we had originally looked at this mattress a week or so before, we were told we could pick any pillow option with the deal they had going on but then this time we were told we only could get the one type for free and had to pay more for any others, and it's the same deal going on, so please try and be more consistent on telling consumers all the same thing. As I sleep very different than my husband and I doubt both pillows are going to work for both of us.

Overall though, good deal and not a...

Deceptive Warranty Process and Poor Customer Service

I’m extremely disappointed with Mattress Firm and their handling of my warranty claim. In 2022, I purchased a Serta iSeries Hybrid 2000 mattress for $1,160 using a friends and family discount (regular price was $2,099). Three years later, the mattress was deemed defective, and I expected a simple replacement under warranty. Instead, I was given store credit for $1,160—the amount I paid, not the original value of the mattress—and forced to pay nearly $500 extra to replace it with a Serta iSeries 2.0 Hybrid, which is essentially the same mattress in a different color.

When I escalated to corporate for help, they told me to contact the district manager. But when I went to the store, the store manager, Sarah, claimed the district manager doesn’t handle customers and that only store supervisors deal with these issues. So who’s telling the truth? Clearly, their customer service is disorganized and misleading.

The only “solution” Sarah offered was a 20% discount on the regular price of $1,899 for the replacement. To make matters worse, they charged me an additional $100 for delivery because they needed to pick up the defective mattress, refusing to let me handle the exchange myself at their warehouse.

All I wanted was a straightforward replacement of the defective mattress, but instead, Mattress Firm gave me the runaround and forced me to pay significantly more for a product I already owned. I won’t be shopping here again, and I strongly urge others to think twice before trusting their...

Let me start off by saying, my sister drove 3 days from Nebraska back to Oregon. She just got the keys to her apartment and had absolutely no furniture to her name. She was stressed, tired, emotional and overwhelmed. There was an misunderstanding on our end when we got there and my sister flipped out on Marc. He still handled her with care and kindness. I went in to see if I could find a mattress for my sister. The smallest she could get and still fit in is a queen. Marc had one queen mattress in a box in stock that was out of my sisters budget. Not only that but it was supposed to have gotten picked up that day ! He called around to all the stores near by to try and find something, anything for my sister. He called like 4 other stores and couldn’t find anything. It was already past closing when he decided to make that queen mattress available to us. He called Trey and Trey gave him the approval to make it available since it hadn’t been picked up that day and not only that but he allowed Marc to give my sister a huge discount. He outed himself the money he could have made to help us. He was the sweetest and kindest person to have helped us the way he did. He cried with us, he gave us a hug and high fives. He went so much farther then he had to just. To. Help. I will be popping in every once in a while hoping I can see that kind face that had the care in his heart to help us when we needed...