Mattress Firm Outer Banks — Hotel in Kitty Hawk

Our salesperson was very friendly and knowledgeable but that is where the "good" ends with this company. We scheduled our new mattress and adjustable base for setup and delivery 11/22. On 11/22 the base arrived but there was no mattress. Our old mattress had already been taken out of the house and placed on the ground so we couldn't bring it back in. I called Mattress Mart and spoke with the manager, James. James explained he could not possibly get us a mattress until 11/24 which meant 2 nights of sleeping on my couch. I was not happy and let my displeasure be known. James promised a refund of the delivery fee. He also stated that the delivery workers should go ahead and put the base together. The delivery men refused stating they had already spent too much time on our stop and didn't have time to put the base together. I had them leave the base with the understanding a mattress was coming in 2 days and the new delivery folks would put the base together. On 11/24 we got a call from the delivery people who told us that there was no mattress on the truck because our order was canceled at the store. I then contacted the store to speak with James who never returned my call. I left a message for his supervisor to call me. His supervisor, Derrick did contact me and promised a mattress in 7 days. The mattress did arrive and a refund for the inconvenience was issued after delivery. It is a shame that they rely on an outside source to make deliveries and only deliver to certain places each day. Thus if your items aren't on the truck you have to wait until the next truck comes around. This is 2020, no one should have to wait that long for a delivery. Not to mention the lack of follow through from the uncaring manager, James and his supervisor, Derrick. I would write more but I don't have more time to waste as I'm sure the big corporate chain won't care about this review. What have I learned from this ... BUY LOCAL. Price is a factor, but quality and customer service will now be first for me. Matres Firm will never see another penny...

I went to this store on a Saturday and was working with Ryan. Super nice guy no issues with him what so ever. The problem that I had was when the manager Annie got involved. Ryan was helping another customer so Annie rang me up for the mattress I purchased. She charged me $1400k when it should’ve been $60 less. I know $60 isn’t much but when you have 4 people living off of 1 income that’s a lot. She claimed it was a glitch in their system. Next she said she would take care of it as in get me a refund for the over amount that was charged and I could go home and I would get a email confirmation in a couple hours. Well hours went by never received a email. Called back the next day Annie said she would send it again. Never received it again. Called back left a message for Annie to call. Never heard back. I called back the next day and spoke to Ryan, he took down the correct email address because Annie entered it in the computer incorrectly. Even after speaking to Ryan I never received a email confirmation or anything. I contacted corporate and they said they can’t do anything because it was purchased in the store. The delivery was supposed to be that Monday but for some reason it was going to be delivered Thursday even though it had already posted to my account. I cancelled the order on Thursday and Spoke to Annie on FridaY which was 6 days ago and told her to just send me a refund. It’s been almost 2 weeks since I stepped foot in that store and I still haven’t received a dime back that I was over charged or my full refund. I have already disputed the charges with my bank but still nothing from Mattress Firm side. I’ve always purchased my mattresses from this store but I will NEVER buy anything...

Today we went to Mattress Firm to buy a mattress, as we were selling our rental beach house and moving to the OUTERBANKS to be near family, and have found a terrific one story home. My husband and I have done art shows for a living for 50 years, and in 2019, I fell down my back steps in Lynchburg and broke my neck!! 3 months in Hospitals and Rehabs, and by the time I recovered, art shows were no more, and it was time to make a new life plan....Our family lives in Kitty Hawk and Texas, so the OBX won out, and here we are!! Timing was tricky, and with closings on both houses happening very shortly, Our main concern was needing a bed! our nephew said he’d heard great things about Mattress Firm, and as it was on our way back to the beach house, we stopped by. We were warmly greeted, and what could’ve been a tedious ordeal, turned out to be a pleasant experience!! We were given an ample amount of time trying different beds; and with new knowledge about the why’s and wherefore, we selected what we think will be the perfect bed for us, and with delivery scheduled for an appropriate time in a few weeks, we managed to check that box off our very busy schedule!! Thank you so much,...