Mattress Firm Colorado Mills — Hotel in Lakewood

I ordered a mattress on Sunday and scheduled delivery for the next day, Monday--I had an urgent need to have it ASAP. They called to confirm delivery at a 1:45-3:45p window, and I was able to track the delivery on the website. I waited around the house the entire day waiting for the delivery--the time kept getting pushed back until about 8:00p when the tracker cleared out and said 1:45-3:45p again. I called the store to understand why I couldn't see the delivery status anymore. Evidently, the warehouse / delivery team cancelled the delivery and determined that they would not be able to deliver again until the next Saturday!! I received no communication from anyone at Mattress Firm, and find it appalling that failure on their part to deliver the promised time would require me to have to wait an entire week. Had I known this would be the case, I would have just purchased an out of the box memory foam mattress from Costco. Either way, I won't be relying on Mattress Firm again. I will be returning to the store for a refund and taking my business elsewhere.

The single star is for Yousef, who was a great sales rep. Unfortunately the delivery team and communication failure afterwards killed the entire...

Original review;

Jason was very helpful in our purchase of multiple mattresses, and gave us a terrific deal. Some of the mattresses were not in stock, but we are able to pick them up from the warehouse without paying extra for shipping next week. We were glad to be able to try out multiple options without the pressure to go with the more expensive ones.

Updated Review;

Although Jason was helpful initiating the sale, things seemed to go wrong after that.

The delivery guys ripped a huge hole in our mattress while bringing it into our house. They then started a 'keep and replace' situation, which allowed us to sleep on it until they were able to bring another. This is when everything went poorly. I went back into the store to insure I could schedule the re-delivery, and the second salesman wasn't able to schedule it correctly. When he called the following day, I had to re-do all the info I had given the day before. He kept going back and forth on dates and what they were able to do, it was very inconvenient. Jason, who apologized profusely, offered to throw in another pillow for our trouble, which I never received. Classic case of a company working hard for your money, but not caring about service...

Our in-store experience was very good but their dispatch service is HORRIBLE. We were given a 2:30-4:30 delivery time slot on Saturday (of Labor Day weekend). At 3:12 I got both a call and an email saying they'd be here in 30 minutes. Just after 4:00 I called the store to ask them where my delivery was. When I didn't get a call back, I again called the store, this time more than an hour after dispatch first contacted me. Again, no answer. Finally, around 4:30 I got a call from the store saying they'd be here between 5:00 and 5:30. Well, just now, at 5:05, I got a call from dispatch saying the delivery would now be between 5:45 and 7:45. He blamed it on a mechanical problem (which I get happens) but he has no response why someone didn't call me right away nor why the store was telling me not long ago that everything was on track.

Meanwhile, I'm not sure what I'm supposed to do with the grilling I was supposed to do tonight for dinner. It'd be just our luck they show up at the precise moment I fire up the...