Mattress Firm Speedway Outlet Center — Hotel in Indianapolis

It is such a shame that I am leaving this review, because my in-store experience was excellent. The delivery, however, was awful.

The day before the delivery, I received a text message that notified me of a delivery window for 6-8pm. While this was not ideal, I was prepared to accommodate it. In that preparation, I called this branch at 6:35pm in hopes of getting an idea of where my delivery was on the route, hoping to narrow in on the delivery time. At this time (6:35pm) I learned from an associate at your branch that I was the last drop off and that the truck was three homes away from mine. I was told to expect the delivery to be closer to 8pm. The store associate informed me that I would get a 30 min courtesy call when the truck is headed to my house. I asked if there was anyway way I could independently track the delivery truck, and was informed by the store associate that the only way to do this was via a QR code on the purchase receipt. Because I did not have my purchase receipt handy on me, I decided to keep my phone close by.

Well, by 7:50P, I still had not received any communication from anyone regarding my mattress, so I called the store again. This was where I had the displeasure of talking to a rude associate, who was not only condescending when I inquired about the process, expressing my concern that I had neither received the coursera call nor any updates on the whereabouts of the delivery. It was this associate who informed me, albeit rudely, that I could actually track my mattress online. I responded to him that it was the first time I had heard this, and he proceeded TO HANG UP on me. Let it be known there wasn’t a single time I was rude to this associate. I expressed that I wasn’t aware there was another way to track the mattress, because I had stayed put for two hours waiting on the delivery.

Well, finally, at 9pm, a delivery person rang my doorbell 3 times in quick succession, just at the time as a child was being put to sleep. Because I had been waiting on them, it did not take me longer than 3 seconds to open the door. So I asked them why they rang three times, explaining that this was upsetting the child, as he was getting ready for bedtime. Their response was that they had called me to inform me of the delivery, but I had not answered, so he wanted to make sure “someone was home” .

This was a lie. I had not been called by anyone to inform me of the delivery. I mentioned this to the delivery driver, informing him that it was I, who in fact called twice. Realizing that he was caught in a lie, the delivery driver proceeded to inform me that he actually called a 1-800 number, and so as a third party, was unable to reach me directly. Aggressively ringing the doorbell, thee times at NINE OCLOCK AT NIGHT, when one could see the lights were on from the street, was not only rude, but would not somehow magically conjure people who were not home to answer the door.

All in all, the delivery was late and the customer service offered by the associates over the phone and via the third party delivery service far outshadows the hard work that some of the associates in store (who we purchased the mattress from) are busting their butts to do.

I hope management learns from this and deploys corrective action and proper phone etiquette for the associate I spoke with at 7:50 on Friday,...

I recently had the pleasure of being assisted by Nick and Dustin in my quest to purchase a new mattress, and I must say, their service was nothing short of exceptional. From start to finish, they displayed unparalleled knowledge and expertise in helping me find the perfect mattress, and their professionalism was truly impressive.

Right from the moment I walked into the store, Nick and Dustin greeted me with a warm and friendly demeanor. They took the time to listen attentively to my needs and preferences, patiently answering all my questions and addressing any concerns I had. Their in-depth understanding of the different mattress types, materials, and brands was evident as they guided me through the selection process, providing detailed explanations and recommendations based on my specific requirements.

What really stood out about Nick and Dustin was their genuine passion for their work. They were not simply salespeople, but rather true sleep experts who were genuinely invested in ensuring that I found the mattress that would best suit my needs and preferences. Their extensive product knowledge and attention to detail were truly impressive, and their commitment to customer satisfaction was evident in every interaction we had.

Moreover, Nick and Dustin went above and beyond to make my mattress shopping experience smooth and enjoyable. They patiently worked within my budget, providing options that fit my price range without compromising on quality or comfort. They also took the time to educate me on proper mattress care and maintenance, ensuring that I would be able to enjoy my new mattress for years to come.

As a satisfied customer, I cannot speak highly enough of Nick and Dustin's exceptional service and expertise. They are a true asset to your store, and I believe they deserve recognition for their outstanding performance. I highly recommend them to anyone in need of expert assistance in choosing a mattress. Thank you, Nick and Dustin, for your...

I bought a mattress here during the Memorial Day sale that I needed delivered in about 6 weeks. A week before I need the mattress, I called to make sure everything was okay and twice I was dismissed and they said “oh someone will call you the night before delivery to set up a time.” I asked them to look up my information and found out they didn’t have the mattress. They’re not going to have the mattress. It’s on back order and they don’t know when they’ll have it. I don’t have another bed. So I am currently sleeping on an air mattress and shopping for another mattress. I asked why I had to call up there twice to find out that they didn’t have a mattress for me and why no one called me. They said they don’t have a system to be able to have told me it wasn’t in stock, they just wait for a confirmation from the warehouse. Also, they didn’t offer any solutions. I had to ask if I needed to get a refund and if I needed to start mattress shopping AGAIN and what I needed to do next. The manager didn’t want to help me at all and didn’t even apologize until the very end of our conversation and it did NOT sound sincere. I understand that certain manufacturers may have inventory issues but keep the customer INFORMED. I paid a lot of money far in advance and now I DONT HAVE A BED. Take your money somewhere else to a place that cares about...