Mattress Firm Turkey Creek — Hotel in Knoxville

Buying and receiving our mattress from here was the most painful purchasing experience we've ever had.

Condensed version: Mattres Firm sold us a mattress, lied about calling ahead of delivery, failed to deliver, rescheduling was a pain, they sold our mattress to someone else in the mean time and told us it would be over a month before we would get our new mattress (even though they had it in front of our house at one time!), they told us they would "make it right" when we heavily complained, DELIVERED US A USED MATTRESS (pubic hairs and all!) even though we paid for a new one, had to jump through hoops in order to get the mattress we paid for. Worst buying experience ever.

Details: The salesman John was just great and quickly helped us pick out our new mattress. We paid in full and was told that we'd be getting it delivered shortly. We also confirmed with John that MF would call me before leaving the warehouse so that I could leave work and get home so that it could be delivered since someone has to be present. We were told that they always do this and that it would be no problem.

Fast forward to delivery day... I get a phonecall from MF telling me that they were already at my house. I told them I was around 25 - 30 minutes away and that they were supposed to call me before hand. The delivery person told me to start driving home and he would call and update his supervisor about what happened. I left work and drove home for around 7 or 8 minutes. I got a call back from the delivery person and he told me that his supervisor stated that under no circumstances was he to wait any more than 15 minutes for me. It didn't matter if it was their fault for not calling me. Irritated of course, I told the delivery person it was impossible for me to get home in 15 minutes and that they would have to reschedule.

My wife called them to complain and see if they would bring it the next day (we had guests coming in and we needed this mattress for our new guest room in our new house). She called the shipping warehouse and spoke to the supervisor. He was extremely rude and laughed at her when she complained to him. He said that he wasn't going to help her and "there was nothing she could do." and that it was "very complicated logistics stuff that she wouldn't be able to understand" so she called someone else at MF. They said "no" they couldn't deliver it the next day but said that they would deliver it in a couple of days first thing in the morning. We got an automated phone call immediately after stating that they would deliver between something like 7:30 - 9:30 PM. This is not what we agreed on and we wouldn't be home on that evening. Had to call back and they told us there was nothing they could do and they couldn't deliver it until the next week.

Fast forward to next week... They call me before hand and I get home and they deliver the mattress. While they were there it smelled very chemically kind of like cigarettes but I just assumed both of them smoked and that the smell in my bedroom would fade after they left. I thanked them and then went to lay on the bed before going to work. The smell was even stronger on the bed so I rolled over and directly put my nose on the bed and smelled. It smelled super chemically and I knew at that point that it was the bed and not the workers. I rolled off the bed and started really looking it over. I found a small tag on one side stating that this was a USED mattress and that it had been fumigated before delivery. I looked at the mattress some more and also found several pubic and animal hairs on the bed. It was extremely disgusting and I couldn't believe that I had actually laid on it and smelled it.

We called the store directly and explained our latest issue with this purchase. At first he made it sound like there was nothing he could do but we told him that was not acceptable and we demanded this to be fixed immediately and get this gross used mattress out of our house. John ended up driving ~2 hours away to Chattanooga to go and get us a...

I'll start by saying I hate furniture shopping as much as clothes shopping! I intentionally waited 10 years to replace my mattress because of high pressure sales tactics in furniture stores. I did some mattress research as well as read reviews of local mattress stores. Mattress Firm always seems to be at the top so, I headed to Mattress Firm in Turkey Creek. I was immediately greeted by Cassie. I told her exactly what I wanted to look at and what I was specifically looking for. Fast forward 1.5 hours later and much more knowledgeable about 10 year newer mattresses, I made my choice. They do offer quick red carpet delivery but, since the next day was Super Bowl Sunday (Go Eagles!), the company gave the delivery folks the day off. I was set up for delivery on Monday and not only did I receive several calls reminding me but, also a call when they were 30 minutes out. The did in fact lay a red carpet at the door, had booties and did a fantastic job of delivery and haul of the old mattress! I am very OCD and it couldn't have gone better! Quickly back to Cassie, this lady is an outstanding representative and asset for Mattress Firm. She is not at all pushy, she is knowledgeable of all the products sold and she went out of her way to ensure she got me any/all discounts she possibly could. The real seller for me was when she told me, the main goal of Mattress Firm was not to sell you any mattress but, to make sure you are getting a great nights sleep! SOLD! Put a great representative of Mattress firm with a awesome red carpet delivery and you've got a great solution to getting a great nights rest. Thank you Cassie, delivery folks (sorry I didn't catch your names) and Mattress Firm. Thank you very much!!! Oh, I love the Beautyrest Black...

Purchasing a mattress was a terrible experience. For starters my husband and myself go into the store and find the mattress we want. The salesperson tells us that their computers are down and they’ll call us. Three days later we go back since we dis not receive a phone call. We show the sales person which mattress we want and that it needs to be delivered. We’re told we have to complete the purchase online and they will email us a link. We complete our purchase and delivery is scheduled for the following Monday between 3:30pm and 5:30pm. At 1:30 I receive a text message, an automated phone message and an email telling me the delivery is 45 minutes away. At 5:30pm there still is no delivery so we call the store and are told there is nothing they can do since delivery is via a third party and they can’t contact them. The next morning after several phone calls we are rescheduling for delivery on Thursday. The same process happens on Thursday. The delivery people thought it was okay to leave our matter at a random location and we had to track it down and pick it...