Mattress Firm Janesville — Hotel in Janesville

I am renovating my home and decided to purchase a new mattress today. I searched for stores near me and saw that Mattress Firm had both the most quality and quantity of reviews so I decided to stop in. I was immediately greeted and made to feel welcome with a smile and introduction from Matt. He asked what brought me in and helped guide me through the process of finding the type of mattress that would suit me best. I am a stomach sleeper and decided firm was where I wanted to look. As a pharmacist, I was impressed by his knowledge of physiology and how poor sleep affects pain. He was extremely knowledgeable and did not make me feel rushed. He was not pushy and supplied me with facts; not extravagant lines that some salespersons will use to make you feel their product is amazing, when they just want to close a deal. Because this was my first stop, I politely thanked Matt then left to see what 2 other local stores had. I was not acknowledged at one (Verlo) and ended up walking out without anyone saying a word. At the second (Steinhaffels), I had a good experience, but it did not compare to the excellent customer service and experience I had with Matt. I ended up going back to Mattress Firm a few hours later and was immediately re-welcomed by Matt. I told him I needed a second test of the Serta i Series 100 and he gave me space to do my thing and make a decision. When I was ready to buy, I had explained the deal the other place had given me and was able to negotiate a mutually beneficial deal with him. He was able to accommodate my mid-July delivery, as I do not want it delivered until renovations are complete. Matt and the other man who was there were extremely pleasant and we had a nice, comfortable conversation as we waited for the computer system to process everything. I left extremely satisfied and really felt like he cared about me being there and my experience as a customer. I have never written any reviews before, but promised Matt I would. I hope whomever reads this decides to at least stop in to Mattress Firm and ask for Matt - but you probably won’t have to because if he’s there, I have no doubt he’ll greet you with a big, honest smile and treat you with upmost respect. Thank you so much for a wonderful customer experience, Matt!...

Eric from the Janesville location was incredibly helpful and attentive when I came in to purchase a mattress over Labor Day weekend. I did have an issue with billing through the financing process which specifically was a mistake made by the bank, not the store, and Eric has been helping me extensively along the way to get it all cleared up quickly. He has provided excellent customer service!

UPDATE - After initially writing this review, my experience has gone very downhill. I initially was double billed for my mattress which actually WAS due to the stores poor computer system, not the bank. It took many phone calls to be able to get this figured out and a very long time to see it appear on my statement.

I ended up returning my mattress before the 100 days because I purchased a house and the size was too big for the room. The mattress was returned in late November and a month later I am STILL waiting for the bank to even receive the refund request from the Corporate Office in Texas. Once again I have spent extensive amount of time and phone calls the last month trying to get an answer from anyone about why it was taking so long. I just received an email from Corporate and they said it would take another 10 days for the return to be received by Wells Fargo and I needed to allow another TWO billing cycles to have it show up on my statement. Meaning I will need to continue to pay on something I don't even own to avoid late fees, and then I will need to be refunded the money I overspent once the refund is processed.

The associates said their system is horrible right now because they've expanded to so many stores. If that was the case then they maybe should have prepared for this and invested in higher quality system to provide good customer service. I even called one day and the associate said the system was completely down and they couldn't access any records at that time. How is a store supposed to function and sell without a computer system?

The fact that this could potentially take up to three months to receive a refund is ridiculous! It has been nothing, but headaches with this company. I would strongly recommend...

We had a very poor experience with a salesperson at Slumberland while shopping for a mattress so we decided to leave immediately and check out Mattress Firm which, incidentally, was right across the parking lot of Slumberland. Scotti B was the salesperson in the store that day and he was a kind person, very patient with us and all of our questions and also very obviously knowledgeable about all of the mattresses he was selling. This matters!!! Believe me, we had lots of questions and he didn't skip a beat. My husband and I are both very picky about mattresses and like completely opposite types as we each have different needs. Scotti got us into a Tempurpedic which we both loved. Scotti also showed me a few pillows he thought I may like. I fell in love with the Purple pillow right away! But I also loved how cold and comfortable the other one was that he showed me. I can't remember the name of it but I bought it. I'm so glad we ended up checking out Mattress Firm for the first time and then getting Scotti as a salesperson. We left feeling confident of our choice and secured because of the 100-something day sleep trial period in which we can exchange our mattress if we end up not liking it after actually sleeping on it for a little while. Tempurpedic guarantees our mattress for 10 years. After that, we won't even bother going anywhere else but Mattress Firm to buy our...