Mattress Firm Boca Park — Hotel in Las Vegas

This is a long post - but I wanted to share why Kevin at the Boca Park Mattress Firm store is amazing and because of Kevan they have a long term customer!

After a disappointing experience with a Sleep Number bed (the frame malfunctioned just 2 weeks after it was delivered, and although we bought their top of the line mattress, it felt like I was sleeping on a blow up bed), I began shopping for a new mattress. This experience left us with buyers remorse as this bed was a huge investment for us as we had never paid anything remotely close to this for a bed.

Even though the Sleep Nunber (massively expensive) bed frame malfunction just 15 days after it was delivered, it was not refundable. So all we could return were the two mattresses for our King-split bed.

While on my search for two new mattresses, every retailer I visited were mostly impatient as I was asking a lot of questions and wanting to test a lot of mattresses . I even walked out of a mattress store after the sales rep after she told me that the soft mattress I was testing (and actually leaning towards buying) wouldn’t work for me because of my age and being a woman, that I had to have a firm bed and not a soft bed. Seriously!?!

I was pretty frustrated after I left that location and headed to the last location on my list - Mattress Firm at Boca Park. And that’s when everything changed when I walked into the store and met Kevin.

I arrived just over an hour before closing, and despite helping another customer and being the only salesperson in the store, Kevin greeted me warmly and let me know he would be about 10 minutes while he finished their purchase - and if that was ok with me, to please look around. When his customers left I told him that was fine and less than 10 minutes later the customers left with an handshake and hug form Kevin and I could see genuinely happy they were.

When Kevin came over to help he had a calm and pleasant demander about him and took the time to patiently explain every mattress that I inquired about. He never rushed me, maintained a professional attitude, and focused on finding the best solution for my needs - also while also juggling other customers when they walked in and answering the phone. .

Kevin’s thoroughness, transparency, and genuine care earned my trust. Mattress Firm also had a great sale going on as well. I was so pleased with the care that Kevin provided and decided to ended two additional mattresses and an adjustable bed frames. Kevin was extremely thorough either my paperwork and highlighting the details of my purchase and warranty. And also provided his mobile number with instructions to call him if there was anything that I needed or had questions about.

Kevin’s excellent customer service turned a previously frustrating experience with another company, into a 5-star experience. If you’re shopping for a new bed, I highly recommend visiting Kevin at the Boca Park Mattress...

Long Story short: tried to purchase a Tempur Pedic Pro Adapt Firm that was being discontinued. The website unfortunately didn’t update to reflect it was no longer available. Site said that the mattress would be shipped and delivered in a month. 1 day before the mattress was to be delivered I rcvd a call from Erin at the Boca Park Las Vegas location. She gave me the bad news that the mattress was no longer available, and it should’ve been taken off the website and my payment shouldn’t have gone through. We talked about options, and she mentioned that the Luxe Adapt model was still accepting Pos and I could get that one at the discontinued price. I asked about the differences as I needed a FIRM mattress and the Luxe Adapt didn’t seem as firm to me. She did agree it wasn’t as firm but it has 30% more pressure relief and is recommended by chiropractors. I said ok lets do it. After we did the difference of payment, she told me she was going to keep and eye on my order and if anything, happens she would call and let me know. I figured I wouldn’t hear from her again, boy I was wrong. Erin was amazing!!! She called me after 2 weeks of my order and said hey I have a Pro Adapt Firm the newer model in my clearance warehouse. She said it’s the model I want in my King size. I said that’s wonderful. We talked about the difference with a clearance item vs the mattress I was going to get. She said the Pro Adapt is more what I want with a firmer feel. She said the only down fall is a clearance item, you don’t get the 120 night trial period. When you get it that’s it. I said you know what lets do it. I know what I want, I’ve had Tempur Pedic I’m not worried. We again calculated the cost and I was getting back almost $400 for the clearance mattress. Erin was able to have it delivered the next day. Since I’ve had it, my back is doing so much better and I’m sleeping a lot better than I have been. THANK YOU, Erin, you are the best and I’m very impressed that you remembered me and did keep your word to keep in touch if you saw anything. Anytime I must deal with Mattress firm, I will make the drive to see her at the Boca Park location in Las...

I posted this weeks ago. Since then the warranty, ServePro requested a replacement from the manufacturer and it was approved. After receiving the bed frame the issue was installation and as always, George never responded to my calls and I left messages for the manager never returned my call. I called the store and spoke to Kevin. Athough I was not his customer, he listened and went into action. Kevin was able to schedule the warehouse to come and set up the bead frame. They came and now I have a bed that works. If you go to Boca Park Mattress Firm ask for Kevin. Kevin will help you during and after. I thank you Kevin for your help. I GIVE KEVIN 5 STARS

THE COMMENTS HERE STILL REMAIN -0- STARS They are great when selling you the base and mattress. George swore by the warranty. The problem and frustration begins when it breaks down. I have been waiting for parts to the base since March 2024. ServePro the warranty is AWFUL the staff tells you the parts come from China and they lie about arrival dates. I contacted Georg at the store and he hasn't help at all and his Manager never called me back and I left several messages. I have been paying for a bed I cannot use due to the warranty not able to service. This is a bait and switch. They are AWFUL. The only reason I gave them one start you can't post without giving them something THEY...