Mattress Firm Larkspur — Hotel in Larkspur

Two part story: I had an excellent initial experience with Lief at Mattress Firm (Larkspur/Greenbrae). He was great in demeanor, and with follow up and explaining options for my Serta mattress exchange. My sense is he did the best job he could. However, the experience with Mattress Firm went south when it came time for the actual exchange of my current mattress at my home. I had selected a new mattress, paid for the difference in the store, and was told to have my mattress ready to be picked up and exchanged when the drivers called 2 days later. Sounded great! I had purchased the mattress in March 2019 and by June 2019, it was already sagging in the middle. I have a platform-form frame sold to me by Mattress Firm, and I have been the only one (120pounds) sleeping in the bed during the last several months I have owned it= minimal weight applied to mattress over minimal time. There were no rips, stains, tears, etc on the mattress. When the drivers came to exchange the mattress, I had the receipts, various owners manuals, tags; however, the specific tag that had been attached to the bed was removed for a more clean look. I was told by the drivers that because the tag attached to the mattress was removed, there could not be an exchange. I was told to follow up with the store. So, I called Lief, and he tried to see what he could do. Upon follow up 2 days later, Lief called me to tell me his DM, Kevin, said it was "A FIRM no" with regard to being able to exchange the mattresses. So much for my warranty! The reason I was given for not exchanging the mattresses was that the tag was removed from my mattress and therefor could to be exchanged for the upgraded mattress. Ridiculous! If this were to be the case, why had nobody told me this when I purchased the mattress? If this is so important, why don't they have customers sign a waiver that they have read and agree that no exchanges can be made under warranty if the tag has been removed? Why are we not given information about the importance of this attached tag? If they had done so, at least then all parties are then clearly communicating what the expectation is. I purchase mattresses every couple of years as I move often for work. I can tell you this much: I will NEVER purchase a mattress from Mattress Firm again. They could have rectified this situation and potentially lost out on a couple-few hundred bucks. In doing so, they would have had a loyal customer going forward for years to come. HOWEVER, I have been purchasing mattresses from other retailer over the years and will continue to do so: I will NEVER go back to purchase from Mattress Firm. They've now lost out on thousands upon thousands of dollars in future purchases. I will be taking my business elsewhere. I will be advising others of my experience with Mattress Firm. Not a smart business move/strategy on their part to let this unravel the way it did. It could have been easily resolved as the company had much more to gain financially via future purchases in years to come/referrals than they lost in this one, poorly mismanaged situation....

On 5-19-22, my husnand and I went to this MatressFirm store to shop for a new king-sized matress. It has been well over 15 years since we last purchased a matress and bed technology has definitely changed, so we had lots of questions and wanted to try out what options are now available. We were "greeted" [I use that term very loosely) by an extremely rude, dismissive, male "salesperson," the only one in the store at the time. When we tried to express some of our prferences (i.e. kingsizwd bed on the firm-side), he interrupted with a glare, was condesending and insisted on asking questions seeking information that we had just stated. We then just deferred to him, responding to his questions in the hopes of building repore with him. That didn't work either. When we responded that we did not have a set price-range, that comfort was our priority, he just stopped and glarred at us, like we said something wrong! We tried to move forward and asked about the temperature technology related to the Temper-pedic matresses. Again, a rude, condesending response that it was his "recomendation that [we] needed to go do some matress research online and educate ourselves before going into a matress store" and that "'Temper-pedic' was just a brand name, like Lexus, and had nothing to do with temperature." He reiterated that we needrd to do our "research" and get a "bedication." We responded that that was the very reason we came into the store and we left. I am still in shock over how poorly we were treated! We simply wanted to shop for a new matress and learn about the options available. Needless to say we will be purchasing our new king-sized bed from a competitor of MatressFirm and sharing our experience on social media.No one should be...

Buying the right bed is a huge purchase for all of us. A great one that will help you sleep like a baby and will last for years is an important investment. My husband and I went into this Mattress Firm location where we were immediately greeted by sales rep Kirk. He was so friendly and made a wonderful first impression. He took the time to ask about us, our sleeping habits, and what exactly were we looking for in a bed. Well, we have not purchased a bed * in ages * but we knew that there were all kinds of new technology in bed innovations and were ready to learn. Kirk took a lot of time with us, explaining the different mattresses, bed bases, etc. He also helped us work within our budget to find the perfect bed. He was so accommodating and really fun to talk to as well! By the time we left we had purchased a high quality bed that we are so excited about!!! Thank you Kirk for helping us! I would highly recommend this Mattress Firm location to everyone, and would definitely do business there again,...