Mattress Firm Huber Heights — Hotel in Huber Heights

Update - Delivery companies insurance contacted us, we quoted repairs for damages and provided them with ample photographic evidence, including a picture of the delivery truck stuck on our lawn. Insurance employee was supposed to show up today but never did, never called or texted informing us they couldn't make it. Just feels like they're wasting our time in hopes that we drop the issue. Still no word from anyone on the fact that they straight up stole our mattress protector? What is even going on at these companies?

Interacting with this place has been a disaster from day one. Enjoy the tale, it includes brazen incompetence and property damage. I will amend this review with a resolution if Mattress Firm makes things right.

We purchased a mattress from this store a few weeks ago. The purchase included a few accessories, one being a frame. For a reason unknown to us, the frame was not added to the order and we did not receive it with delivery of the mattress so our new bed sat in the hallway for 4-5 days as the manufacturer states floor placement is not safe. We called to try and get the frame and were met with an employee attempting to dodge the issue in various ways. This employee tried suggesting that perhaps we misunderstood the terms of sale. They seemingly lacked the ability to help us and suggested we called around to other stores until we find a manager who could help us.... My brother in christ, you guys messed up, it is your job to fix the problem on your companies clock, not ours.

The issue was eventually resolved but boy did the whole attempt to dodge the issue set off alarms. We were also sent the wrong the mattress protector which I find confusing as I was sitting in front of the salesperson while they rang up the order. I don't really understand how so much went wrong at this early stage.

Fast forward to a few days later and well, we hated the mattress. It exhibited the comfort of a rock, but that is personal preference and not a fault of the store. We decided to just exchange the mattress for a softer version of the same product line which cost us $250. Upon delivery of the new mattress I informed the delivery workers that we needed to remove the protector and they stated "it's fine we got it" which resulted in them just taking the mattress with the protector still on. How exactly are we supposed to cover the new mattress when they took the protector? But wait there's more!

As the delivery drivers were leaving, they demonstrated they aren't qualified to drive a box truck of such size. Instead of simply backing out of the driveway, they decided to back up off the driveway into our yard. They were out there struggling to get back onto the driveway for about an hour and the tore up the yard pretty well and knocked down a tree. We weren't able to get our cars in and out of the driveway for a few days, we had to cut the tree down which took some time.

A sales person has stated they filed a damages claim within the company and we would receive an email to fill out some information. We've yet to receive an email and we assume this another attempt by the company to dodge an issue they created. We will be contacting them to annoying degree until the issue is resolved. We have little faith it will be adequately resolved. At this point we just want out of the transaction and to never have to deal with this...

UPDATE: After leaving my original review Taylor reached out to me letting me know that there was a mistake and we are going in today to pick out an equal to mattress. I couldn't be more appreciative of the effort he gave to make sure we were satisfied. Thank you Taylor!!!

I have never been more disappointed with Mattress Firm as a company! My Husband and I bought a mattress from you in May of 2017 during a Memorial Day sale. We got box springs a frame and the mattress. Well recently we had to do a claim on the mattress because it started to sag in the middle of the bed. The claim was approved... What we found out from here is why I'm upset. We LOVED our original Mattress- We wanted to do an even exchange. We wanted the same mattress that was it. When we get to the store we are told that our Claim only gave us the amount of money we bought the mattress for and we couldn't get another mattress on sale price, they also didn't have our original mattress. I'm still having a hard time understanding if our mattress was defective considering we had all the support beams and box springs were still in fantastic shape why we were not able to get the same mattress or a mattress equal to what we had.. Long story short the gentleman helping us takes us to a small section of the store pointing out a mattress that is a pillow top and said it was our only option if we didn't want to pay any additional money. This mattress was completely different than our original comfort wise! Considering it was our only option we said fine. The sales person said we would be getting our mattress delivered on Thursday the 14th and had to add a pillow because the mattress was less than what we spent originally and because its a warranty claim you can't get money back (Which I didn't want any money back so that was fine). Wednesday came and I had to call the store and find out why I didn't get my delivery call. I was able to speak to Taylor I believe the manager and he said he remembered the situation and our Mattress was moved to the 16th. It was a mistake fine that happens.

We will NEVER buy another mattress from this company because of how we were mislead and the fact that we feel the "Warranty Claim" is NOT actually a Claim. We should of been able to get the exact same mattress or equal to with our Warranty regardless of the cost of the mattress at the time we claim the warranty! We had our mattress for ONLY 3 YEARS... Its ridiculous and your company should explain the Claim process when people...

Our bed needed replacing and we bought from them before and had a few bumps but their customer service made up for it. So my wife and I went there today ( 4th of July) and they were pleasant and I told them we bought from them last year and Dakota asked if he could look up information on our previous bed. Found out the bed I had was still under warranty but they stopped selling that brand due to all the problems the bed had he gave us the info for the warranty anyway if we wanted to go that route, we said we didn't want to go through all of the trouble for a warranty we would have to wait for a long time from the manufacturer to get with us. I would rather get something now that I can trust in and get it sooner. He searched and looked at several options in our price range and found us something for our budget and that we could have trust in. The customer service is amazing here and the fact that they went out of their way to make sure we were satisfied is not seen to much any more so it is all that more appreciated when someone really goes above and beyond their basic job duties and makes you feel appreciated and comfortable with a larger purchase like this. 5 star service all the way. Didn't feel pressured at all to buy anything or any kind of up sales. Everything was up front and honest. I will recommend this...