Mattress Firm Clearance Center Kennewick — Hotel in Kennewick

Could have been a negative review, BUT…. When we purchased our 2 twin mattress for my potty training kids, I had a well reviewed mattress protector in my Amazon cart. But there was a special going on for the mattress protectors there and after the salesperson assured me how incredibly GUARENTEED (or they’d replace the mattress) these mattress protectors were, even though they were about the same cost as Amazon I figured, we’ll if there is an issue I guess it’s easier to come here than try and get any refunds or replacements through Amazon. So we got em. And sure enough less than 3 MONTHS later my potty training twins did exactly what was anticipated and worst situation, the protectors did NOTHING to protect. AT ALL!!!! (I’ll spare you the disgusting photographic evidence) we shortly after got Covid so almost a month goes by until I finally get around to feeling well enough to call mattress firm to get it sorted out. Turns out, it’s NOT mattress firm that guarantees this but some 3rd party creator of the mattress protectors. So after calling them a few times to no reply, I call mattresses firm again to make sure I had the right #. Long story short. They FINALLY return my emails. She requests my first hand testimony on the times and dates of purchases, and accidentS(by this time) and she gets me started on this long process of photographing sheets, mattresses, my cleaning procedures, and 4 separate forms I had to fill out and send back. they tell me it’ll take a while to process. A week later they tell me that because the first “accident” happed more than 5 DAYS before officially filing the claim THE MATTRESSES AREN’T GOING TO BE GETTING REPLACED!!!!😱 but what they WILL do is send me 2 new replacement mattress covers (like I’m interested in new ones from the same company who’s didn’t work in the first place!?!?🤯 a month later we got a letter with check that they are out of protectors and we essentially got our $ back on those so that’s a win. BUT we had 2 yucky mattresses still. At this point the lovely folks at mattress firm have been privy to my situation along the way and when I gave them the final account of how the situation turned out asking them to let future people know about that 5 DAY rule (as well as not being allowed to try and clean the mattress at any point either or that also voids their warranty, good to know) The GM or some body reached out me to apologize for the inconvenience of this situation and REPLACED the yucky mattresses even though technically it was not their responsibility!!!!!💕 I am so appreciative of their customer service in this situation. Way to be there for your customers, talk about going the extra mile! So mattress firm: 5 big ol’ stars… the “safe sleep” or “protect a bed” whatever they call those protectors…. Stay...

Went in on a Friday to buy a mattress the website said they had in store, got there, showed the guy what we wanted, surprise surprise, they didn't have one, checked stores, distribution center, nobody had one, will be here next Wednesday, set it up so i can go get it at their distribution center, Wednesday shows up, take off work to drive down to their distribution center there is a paper note on the door, saying they're closed today. Call the guy at the store i bought it from back and ask him what the heck, he puts me on hold, checks stores, still nobody has one. Tell him okay, its been 5 days, I'm leaving for vacation tomorrow, I've already taken time off work and you guys knew i was coming because you scheduled my pickup and didn't even have the professionalism to call, i want my mattress delivered, and I'm not paying the 80 dollars because you guys have already wasted enough of my time, you can drive the 3 miles to my house. He has to call his manager.. calls me back like an hour later, bad news, no free delivery, and they don't have a mattress until the 15th of this month, so not only will they not even attempt to have some sort of customer satisfaction after their 7 day a week distribution center randomly closes in the middle of the week and they cant even bother calling scheduled customers to tell them about it. They will take my money, lie about when it will be here, and then try to put me out half a month over a mattress i could order on amazon, for the same price, and have here in 2 days. Very unsatisfied, this company is a joke and there is a reason when you google them the first thing that comes up is how they are failing to an online mattress company. Save your money and your time and go somewhere else, i promise you they wont...

In May 2022, I was in need of a mattress, so I visited Mattress Firm in Kennewick. I was greeted by salesman Conway (who goes by Ben), and I explained my budget as well as my history with chronic back pain. He showed me several beds within my price range, and I ended up purchasing one. The interaction and purchase experience during this visit were smooth, and I was really impressed with Ben's customer service skills/friendliness.

In June 2022, I noticed that the bed I purchased was getting a little softer than I preferred, so I called the store to discuss my concerns. I spoke to a different sales associate (withholding his name), and the conversation didn't leave me with any warm fuzzy feelings. I was told that I "should have purchased a Sterns and Foster". I ended the call feeling frustrated and discouraged. I felt that -if- I needed to exchange it for a new mattress, it wouldn't go smoothly.

The mattress continued to wear in, and my back started feeling it. So today, September 3rd 2022, I went into Mattress Firm and spoke with Ben. I explained the issues I was having with the mattress, and that I couldn't upgrade to a more expensive mattress. He was very understanding and compassionate toward my situation. He showed me a few different options and I found a mattress that I love. During the exchange process, I was helped by both Ben and Joe, and they turned a situation that I was nervous about into a very positive, pleasant one. I couldn't be a more satisfied (or grateful) customer!

If you're in need of a mattress, I -highly- recommend speaking with Ben and Joe (specifically those two! If one of them isn't on shift, go back when they are. You won't...