Mattress Firm Kirkland Totem Lake — Hotel in Kirkland

Don killed it! I recently had the pleasure of receiving exceptional customer service from Don at the Mattress Firm, and I cannot speak highly enough about his professionalism, knowledge, and genuine care for his customers.

From the moment we stepped into the store, Don greeted us with a warm smile and made us feel welcome. He took the time to understand our specific needs and preferences when it came to choosing the perfect mattress for both my mom and me. Don's expertise in the field was evident as he guided us through the various options available, explaining the features and benefits of each one without overwhelming us with technical jargon.

What truly set Don apart was his attentiveness to detail and his commitment to ensuring our complete satisfaction. He patiently answered all our questions, addressing any concerns we had, and provided valuable insights to help us make an informed decision. Don's friendly and approachable demeanor made us feel comfortable throughout the entire process, making what could have been a stressful experience an enjoyable one.

Not only did Don assist us in finding the right mattresses, but he also went above and beyond by offering us a great deal that perfectly fit our budget. He genuinely cared about helping us make the best choice without pressuring us into a purchase beyond our means. It was refreshing to encounter a salesperson who prioritized our needs over making a quick sale.

Don's exceptional customer service did not end when we made our purchase. He ensured that the delivery process was smooth and hassle-free, making sure to confirm the delivery date and address accurately. He even followed up with us afterward to ensure that we were completely satisfied with our new mattresses.

Overall, my experience with Don at the Mattress Firm was nothing short of outstanding. His professionalism, knowledge, and genuine care for his customers made the entire process seamless and enjoyable. Thanks to Don's assistance, my mom and I are now sleeping soundly on our comfortable new mattresses. I highly recommend Don to anyone in need of a mattress or seeking exceptional...

I had a bad experience with this company. I didn't order from a store. I ordered via their website.

I was able to order easily, via chat. But I needed the mattress within two days because of some unexpected house guests. I ordered from Mattress Firm because they said they could deliver in that time. They told me that they could deliver Thursday (the next day) or Friday, between 9am and 6pm--but I couldn't pick a timeframe. They would call me that evening and let me know my two hour window. I chose Thursday because I had multiple appointments on Friday.

I never got the call with my timeslot. I stayed home all day Thursday. By the afternoon, I was worried the mattress wouldn't be delivered. I tried to ask about my delivery via Chat but was told I had to email or call. When I emailed, they said they would respond within a business day. That wasn't helpful for me--I needed to know if the mattress was being delivered or not. So I called. And sat on hold on the phone for an hour and a half! I finally gave up and chose the "call me back" option. I then tried calling a local store. She looked up my order and it said it would be delivered by 6pm.

I finally got a call back from someone that evening. A shipment hadn't come in, so they couldn't deliver Thursday. Nobody ever called me, the whole day, or emailed me to tell me there would be no delivery. Instead, they made me sit around all day for nothing. The delivery would have to be Friday. I explained that I couldn't stay home the whole day Friday--but there was no option to indicate a time slot that would work for me. So, I waited for a call and hoped it was a time I would be home. As it turned out, they scheduled me for 5:30 to 7:30 and I got my mattress. But, given how hard it was to get any service, the lack of communication, and the inability to specify even a part of the day that would work, I can't recommend this company. They make it easy to buy but their post-purchase...

I visited Mattress Firm looking for a new mattress, but was met with a sales approach that left much to be desired.

The issue lay predominantly in the salesperson's demeanor. They exhibited a passive-aggressive attitude that became quickly apparent. There was a strong, almost forceful emphasis on the most expensive mattresses in the store. While I'm open to suggestions, the persistence in highlighting only the high-end options felt overwhelming and one-dimensional.

More concerning was the attitude towards the less expensive mattresses. Any inquiry I made about a more modestly priced option was met with subtle disparagement. The salesperson’s comments suggested a lower quality for these options in a manner that felt dismissive and somewhat condescending. This not only made me uncomfortable but also cast a shadow of doubt over the entire range of products.

This type of sales behavior is off-putting. It diminishes the shopping experience and, frankly, comes across as disrespectful. A customer's interest in different price ranges shouldn't invite judgment or a biased presentation. I had hoped for an informative, balanced interaction that respected a variety of choices.

In summary, the sales experience significantly detracted from what could have been a positive visit. I left feeling more inclined to search for a mattress elsewhere, in a place where the sales approach is more accommodating and less aggressively skewed towards the most...