Mattress Firm Holly Springs — Hotel in Holly Springs

Terrible experience, nightmare! It first started with the delivery team almost refusing to deliver my mattress and base on the delivery date. They were at my door, but refused because it was raining!? After they were forced to turn around, they returned to deliver the mattress and base while damaging my home in the process. Mattress Firm's third party insurance did pay in full for the repair, but there was hassle in finding a repair man for the job. After a month, we discovered that the mattress and defective adjustable base was hurting our backs. I had to call 1-2 times weekly for 2 months to try to see what could be done about the return. The Holly Springs staff did a great job of ignoring me. The manager out of the Fuquay branch was more responsive with helping. However, he required multiple phone calls when I was trying to return my items and almost forgot to process the return before heading out for a trip (probably would have if I did not call multiple times). What shocked me the most about the whole part of this horrific experience is that I never got a call/contact from the regional VP, which is the manager of all mentioned on this review. My request was ignored. You would think after this terrible experience that upper level management would be interested in righting the wrongs. One of the biggest wrongs is stringing along a customer to fatigue them, while knowing they have 120 days to return the product or they will be in a situation with no way to recoup the costs. I had to pay a 20% restocking and delivery fee for the mattress, totaling 600$. Mattress firm did allow me to return my dysfunctional base, but charged me 300$ for this process. I ended up giving this unresponsive, poor customer care company 900$ of my hard earned...

We went out bound and determined to get the best price on the perfect mattress. Heck, we spend 6-10 hours a day on it right? (Me 6, husband 10). A local discount non-mattress store was having a sale advertising 50% off mattresses this weekend. I just knew that was going to be what I was waiting for...perfect mattress, dirt cheap. But while we were shopping for sheets and a comforter at BB&B next door my husband wanted to pop in here just to check them out so we would have a comparison. Winston greeted us, told us what he had after we told him what we were looking for, and let us look around un-hounded :) He offered us a better price than what was advertised on his discount but I just HAD to go check the prices at the other store with the sale. He asked us to give him a chance to beat that if we found what we wanted at a better price. A better price didn't exist...they were seriously poorer quality with a price $100-200 above the perfect pillow-top queen we'd seen here. Whipped the truck around, went back, told Winston we had no offer for him to beat but if he could beat his own offer we'd be super happy. So he did with a smile and we were out the door in 15 minutes! (I waited to write this review until we'd slept on this new gem....all I can say is...

We went in and really didn't know what we were looking for. Dean was extremely helpful and knowledgeable. The lady that was helping I think her name is CiCi. I'm not positive about her name but she was extremely helpful as well. Dean went over several mattresses with us, and took his time and explain why he thought the mattress that we ended up purchasing was the best option for us. I would definitely purchase here again. The only downside was just the set up when it was delivered. However I called Dean and explain the situation with the setup. He was ready to immediately address that situation. Totally satisfied with the purchase and the help I received at the Holly Springs North Carolina store. CiCI has been extremely helpful. Had to edit my review. Due to the people who come in to deliver and set up our adjustable bed. They are very unprofessional and have no clue what they are doing. Damage your walls and doors when bringing in materials, they could care less. Loved working with CiCi very professional. But the guys that deliver and set up the adjustable bade are terrible. They came out 3 times two times they ask me for tools the do installation....