Mattress Firm Lafayette Indy — Hotel in Lafayette

I will never purchase anything from Mattress Firm again and I will encourage anyone I can to not do so either. I purchased a WATERPROOF mattress cover with my mattress and was told it had a ten year guarantee. I purchased it for peace of mind as I struggle with urinary incontinence. I was assured that it would work. The first night I slept on my mattress we put the protector on it and my urine went straight through it and onto the mattress. We cleaned the mattress well, but I was forced to spend more money to buy one that actually works. I tried contacting the manufacturer associated with this ten year guarantee and once I finally got ahold of them, they said that I could return the product at my own expense and then they would send me the same product in exchange. Clearly the product is not actually waterproof. Sending me the same thing again won’t solve the problem. It’s still not going to be waterproof and I still won’t be able to use it. All I want is a refund. They refused. So, I emailed the sales person who never emailed me back. I called the store and was told that you don’t refund accessories, only the manufacturer does that. If I went to a clothing store and bought a Nike sweatshirt and it tore the next day, I would return it to the clothing store and they would refund me. I don’t have to go to the Nike manufacturer. That would be absurd. I got to the corporate office and the person I spoke to would not give me a refund, so I asked for her boss and she told me she would have them call me back. They never called me back. When you sell a product, you are responsible for the claims you make about the integrity of that product. If it fails, then you make it right. Basic customer service. I will mail it back. Drop it off at the store, whatever I need to do. I just want my money back. That’s it. This has become a matter of principle as well. A company who sells a faulty product that makes false claims about it (the sales person assured me it would do the job) and then doesn’t take responsibility for those false claims clearly lacks integrity and care for their customers. It’s $59. I’m not asking for a new mattress. Just to refund me for the mattress protector. It is ridiculous that it is this complicated. I don’t believe I will ever see that money again. It’s unbelievable. Not to mention the fact that my remote for my adjustable base was broken when taken out of the package. That was another nightmare itself. I have spent thousands of dollars at your store and you will never see another dime from me. I will not hesitate to tell others to never purchase a product from you either. The lack of pride in your business is astounding. This is a reasonable request. You should rethink the way you run...

Awesome! Thank you!! (Added an update at bottom 12/9/18)

I just want to say how over the moon HAPPY I am with my purchase today. I delt with William and John and they were Sooo I helpful and seriously funny. I can't begin to tell you how excited I am to get my first ever NEW mattress AND an adjustable frame. Whoohoo! Thank you guys! You went way above board for me. You have my business forever!

12-9-18 update. Just a little downer to add to the review. I wasn't going to even mention it because when I brought it to their attention they said it would be resolved.... Its been 3 months and absolutely no contact from them to resolve. The gentleman that brought the bed and frame came from Indy. They were running late which I knew because an automated call informed me. They were about 3 hours late and upon arrival sat in front of my house for at least 20 minutes before getting out of their truck. The one young man was nice and curtious while the other young man was mouthy and basically rude. I initially talked to both then gave up trying yo signage with the ruder one. They obviously had had a long day and the nicer one was trying to keep the other guy in check. The nicer guy did the majority of the work. I had already dismantled my bed and had the mattress ready to go so he hauled it out. While I was holding the door the other guy tossed a large box out that laid in the middle of the road. Then grumbled loud enough for me to hear him using language I won't repeat. The first guy tried to placate him but it really did no good. Then he proceeded to kick/push the mattress out the back of the truck. It got caught on something and hung so he proceeded to kick at it till it fell. All the while a neighbor had been waiting to pass got tired of waiting backed up and went around the block to get to their house. Mind you that box was still in the road. It turned out to be my adjustable base. The mattress was drug across the yard (thank God for heavy plastic) and into the house. As the base was being put together I noticed a break/tear in it and showed it to them. They said it was the problem of the story from which I bought it not their problem. I asked the guys to take a picture of it and was told their phones were in the van. So I took a picture of it. Now, I wasn't going to say anything at all just let it go but my son said the store needed to be made aware. So I stopped in. Told them what happened and gave them the pictures. Acording to them I would have a new base in 3 weeks. They confirmed my address and phone number and I left feeling better about the situation. So now it's been 3 months and no word. Makes me Leary about purchasing...

My experience at Mattress Firm in Lafayette, Indiana, was great, all thanks to the outstanding assistance provided by Brian B. From the moment we walked in, Brian greeted us with a friendly smile and attentive ears. He took the time to truly understand what I was looking for and made sure to offer options that fit within my price range.

Brian's knowledge about the various mattress constructions was truly impressive. He patiently explained the differences between each option, ensuring that my wife and I were well-informed before making a decision. Even when we bombarded him with questions, he remained patient and courteous throughout the entire process.

Moreover, the store itself was clean and offered reasonable prices. However, what truly set this experience apart was Brian's exceptional customer service. His friendly demeanor, listening skills, and expertise truly made our visit memorable. We ended up purchasing two mattresses along with pillows, and Brian ensured that the entire process was smooth and enjoyable.

I would highly recommend Brian B and Mattress Firm to anyone in search of a comfortable and enjoyable mattress shopping experience. Thank you, Brian, for making our visit...