Mattress Firm Ambassador Row — Hotel in Lafayette

I ordered a twin mattress and box spring online with a gold delivery service (costs $100 extra), which means they take your old mattress away. We live on the second floor of an apartment complex. My son was home to accept the delivery, and delivery guys dropped off the twin mattress and box spring, but they did not take the old mattress and box spring. My son notified me after they left that they did not take the old mattress. I had to contact Mattress Firm to get them to come back. You can't talk to a person when you have a complaint. When you call the 800 number, it directs you to use the website chat for customer service. So, I had to go back and forth with the person on chat. Finally, the delivery guys came back and said they couldn't take the old mattress because it was too stained. My son says they did not even look at the old mattress when they came the first time, which the delivery driver denied. He said that he had to take a picture to ask his boss if he can take it. Finally, they ended up taking it. Furthermore, I ordered a king-sized mattress and box spring with gold delivery service in 2019, and the delivery guys did the same thing. They refused to take the old mattress stating that it was not in their work order. I had to exchange multiple emails with customer service because I could not call and talk to a human being before the same guys returned a week later to get the old mattress. I could see that there was a misunderstanding if this happened once, but this has happened twice. I don't know if it is because I live on the second floor, and they don't want to deal with it. It is extra frustrating because you can't talk to an actual person if you have a complaint. I will never order anything from Mattress Firm again. I want to add that I did not buy the mattress in person at this store, so I am not complaining about the salesmen or anything else about this location. I am complaining about the company and my experience, and I am putting this here because I have no other...

I had a decent enough experience at this store in 2016 when I purchased my mattress and bed frame. I was told in 2016 that my mattress came with a 10-year warranty which would be handled by Mattress Firm. Fast forward 7 years to 2023, and my $3000.00 Beauty Rest mattress is now coming apart at the seams in two places. On top of this, the pillow top stuffing is beginning to shift and is pushing out of opening on one side where the seams have come apart. So, I contacted Mattress Firm only to learn they do not speak to customers on the phone. I was told I had to complete a warrant claim online and include pictures. Within 24 hours of filing my claim it was denied because “tearing and ripping” are not covered under warranty. I then had to appeal my claim and point out that seams separating are not tearing or ripping, they blamed me for their initial denial stating I was not clear enough in my warranty claim. I then had to participate in a video call so that a Mattress Firm employee could examine my mattress. Within 12 hours of that call my claim was denied because of discoloration on my mattress top. I explained to them that I have used a mattress cover since purchasing the mattress, which I also purchased from Mattress Firm, and is noted on my sales receipt. They told me to take my issues with the mattress cover up with the mattress cover manufacturer. Like I said previously, my experience with the salespeople at the Mattress Firm store was decent enough. However, their warranty claims process and their corporate employees are terrible. They do not care about their customers after the sale. Please do not be fooled by their “10-year Warranty” claim when you purchase from...

You have to meet Barbara!!! She helped us find the perfect mattress—Tempur-Pedic Medium Hybrid

My partner and I needed a new mattress. We wake up multiple times a night from sweating, back pain, and neck pain. We told Barbara the problems we had, and she listened well.

She first had us try out a few mattresses that she felt would suit us best. She explained that if we were on the right mattress, we would just know.

Well, we had that feeling from the very beginning, so we tried other mattresses just to see if any others were a better match. We tried just about every other mattress in the store, but Barbara had our perfect match from the start.

We left after the first day of looking wanting to do more research to see what else was out there. When we were ready to look again, we headed to a second mattress firm in our area and thankfully Barbara had been working there that day. We told her what we researched and she pointed us in the direction of some other beds we wanted to try out.

My favorite part about Barbara was that she was real and genuine. She was honest and said that she believed that had chosen the best one for us, but she wanted us to see for ourselves so that we could have the full experience.

Again we tried out just about every mattress (and this store had even more!) Still, none were as perfect a match for my partner and I than the one Barbara had chosen.

So, if you’re looking for a mattress that is best suited for you, I suggest asking for Barbara! She has a fun and kind spirit. You’ll love her and...