Mattress Firm Valley Square Shopping Center — Hotel in Lebanon

I bought a mattress back in September, came with a “free” base. Yes I was not charged for the base that retails for $299. The mattress I bought did not work out well. I exchanged within the 120 day trial. After about 3 months, the base bent in half just beyond the middle leg towards the feet on both sides. I found a replacement adjustable base online, which I was told I cannot purchase with my warranty on the “free” base. The online chat person was not helpful at all, so I inquired about leaving a grievance for the mattress I purchased originally was junk, the base that came with it now is almost folded in half the feet of the bed about 8 inches off the floor (apparently this adjustable base does manual leg adjustments) Keyla, who I save the transcript of my chat from stated somebody would contact me with regards to the claim I submitted. it has been over two weeks and I have yet to hear from anyone. Customer Service to this point has been deplorable. My local store tries to upsell you a base for about $1000 and I was told “Well you got the “free” base,” I inquired “so what’s gonna happen when the replacement base folds in half again?””Not sure.” My overall experience with this company as far below expectations. Each person I talk with gives me a different story, and none of them are knowledgeable as a relates to the company as a whole. Online personnel is not familiar with Retail personnel, one tells me to order online the other tells me to order from my store I do not have time to waste chasing around items that have not met their specification. I am a 185 pound male who sleeps on the bed by myself, clearly the 650 pound capacity is rather excessive. I told the online representative when she was not willing to assist me with a matter perhaps I’ll just return all of the items to which she replied something along the lines of “ these are your options at this time.” It is unfortunate that you can spend an excess of $1000 on an item and or multiple items that continually fail to meet your expectations and when brought to the attention of the “customer service” staff they tried to pass the book to some other affiliate within...

Sometimes spending less costs more! Last fall I decided on a new mattress as mine was getting rather old . Some friends told me they were happy with a recent purchase at Mattress Firm in W. Lebanon. I went online and found a mattress on the lower end of the scale on sale. I went into the store and spoke with Jevon and showed him what I wanted. I must admit it was a cheap mattress, looking back. He told me it was an internet only mattress and asked if I wanted to look at something more in the middle of the road in price and quality. I had my mind set on the price of the one I found online. Jevon didn't push me, but pointed out it was a large purchase that was going to last a long time. I thanked him and said I wanted to stick with the one online. He respected that and helped with some questions and pointed out online how I could get the mattress delivered for free.

A short time after the delivery, I started waking up with a stiff back. It was like waking up after a night camping, sleeping on a bedroll. I realized I had made a big mistake! This went on for months before I could bring myself to go back to the store and pick out a mattress that was right for me. When I returned to the store, Jevon was working. I was looking forward to working with him, but also embarrassed. I told him the story and he recalled our last encounter. Luckily, he didn't say "I tried to tell you". He asked me some questions about my sleep habits etc. and showed me some mattresses. I "listened" to him this time and ordered one we felt would best fit my needs.

It arrived a few days later and I was so happy to finally get a great nights sleep. It only took a few nights before I noticed the difference in how my back felt in the morning! Thank goodness for lumbar support and a firm mattress. Thanks Jevon and keep up...

I’m beyond pissed right now so here I had a balance of $655.96 I’m thinking wow I’m almost done with this payment and today I casually check my account and it says I owe $1,654.90 I almost died and mind you I wouldn’t of notice cause I make payments through autopay , that’s all I need right now so I called and both the representative and manager were useless and didn’t gaf , so I was on a promotion that clearly expired if the sales guy would have told me it was going to be an additional $1000 after the promotion that bed would have collected dust in there storage room, with everything going on today with the government shut down you would think they be more sympathetic but they are as cold as Trump, so they pretty much said I have less than 30 days to pay $655.90 or my minimum payment is increasing from $30 to $59 next month and when I got this bed it was already $1,600 so they should have said that it was going to be $2,600 with interest fees slapped up all at once after the promotion, who pays over $2600 for a mattress in Claremont? This mattress has a memory foam on it that I bought cause it isn’t even that comfortable it has the fancy frame that feels like your in a hospital bed but it isn’t how they advertise it sorry for over $2600 , I swear they could come and get there bed and charge the sneaky sales guy who didn’t disclose the details just to make his commission off...