Mattress Firm Jasper — Hotel in Jasper

I wouldn’t even give this store location AND customer service one star, but it was the lowest that I could rate them.

I had just moved in to a new mobile home and had a mattress and box springs delivered. Good price — a king size for the price of a queen size, plus the box springs were free. Until the delivery team arrived at my home, stated that they were there a few minutes early so they had to sit in my driveway until time to actually deliver the mattress, and was in and out in a hurry. During the two minutes it took for them to deliver my items, they ripped a hole in my vinyl flooring. I called the Jasper location as soon as it happened, told them what had happened, and Shannon (an associate at Mattress Firm, Jasper, AL) referred me to customer service. She claimed that I would have to call, that she couldn’t do anything from there.

So I called customer service. Explained in detail. They told me that they would give me a call back in a few days. Received a call from a Joida Young — they wanted to patch it. Wasn’t happy with those terms because I had just bought my new mobile home. We haven’t even made our first payment and it seems that I am already having to make repairs for THEIR incompetent delivery service. I called my mobile home service department to get a quote on the flooring — they make all of them pretty much standard — and emailed them a quote, the pictures AND a video of the damages, and waited for a response. This was before Thanksgiving when I had sent it. I had to call them just to receive a response from Joida Young, who was apparently supposed to be over my claim. I waited weeks and nothing. My fiancé and I finally called them in late December, and they offered me a $200 settlement because they thought that was enough or they offered to send someone out to quote the damages. We tried to call numerous times the past few weeks and we haven’t received nothing from them. I even called Shannon, and she claimed that I said it was a “small kitchen rug” and that the delivery service associates said that that’s what it was, when I had no rugs or even FURNITURE in my home at the time.

Overall, I have had a very bad experience with Mattress Firm. $1300 for them to tear a hole in my floor. Do not do any business with them — especially if you have vinyl or linoleum flooring. You will NOT get the customer service you’re...

I cannot say enough about the most amazing customer service we received from Jack at Matress Firm Jasper! My boyfriend and I both highly value and place much importance on6 y quality customer service. We felt our shopping experience here deserved an excellent review!

We received the BEST customer service and HIGHLY RECOMMENDED visiting Matress Firm Jasper if you are in search of a new matress!!

We were so kindly greeted as soon as we walked through the door by Jack. He was very friendly, professional yet personable and extremely knowledgeable about what the store had to offer. We had an idea of the type of mattress we wanted but it's always been, at best, a good "guess" when purchasing mattresses at other stores in the past...and this time we wanted to get it right! Jack began by asking us a few questions, using the coolest visual to help break down the basics of where to start when looking for a new matress, and got to know a little more about us, then led us straight to the floor.

I've never had a matress shopping "experience", and Jack definitely took customer service to the next level! He didn't leave us to aimlessly wander about the store, instead he led us to the matt⁵,resses to test based on our interests. Then after explaining the features and benefits of each matress as well as what to look/feel for when testing them, he allowed us time to lbcomfortable and take as much time as we needed. After testing about 3 to 4 matresses, we chose the exact one Jack knew, himself, that we would enjoy the most all along! (Best part of it all...we were definitely not planning on actually purchasing a matress that exact evening...more to just...

UPDATED 3/17/21

My husband and I made a purchase at this store on 2/27/21. The parking was adequate and the store was clean. The staff was not strictly adhering to covid protocols. My salesman took his mask off several times.

The salesman who assisted us was a bit pushy and distracted. My husband felt insulted by some of the salesman's comments that were intended to be funny. The salesman refused to give us clear price information even when I specifically asked him to, so the price we paid ended up being more than what the salesman quoted (which ticked me off). We almost left without buying anything. I actually regret going through with the purchase.

The items were delivered on time and in good condition on 3/5/21. The delivery guys were pleasant and professional. They set up our new bed quickly and efficiently.

After posting a negative review we were contacted by a manager outside of the Jasper store. She apologized and issued a refund for an erroneous charge. She also helped us return some items. However, it was uncomfortable returning the items to the Jasper store with our salesman present.

Overall, we might shop at Mattress Firm again, but probably not the...