Mattress Firm Leesburg — Hotel in Leesburg

Mattress Firm Service

I helped my mom buy an adjustable bed frame at the Ft Evans location. The legs come in 4 segments to get just the right height. The manager was friendly enough and explained how the frame would connect to her existing headboard.

The delivery guys come as scheduled. I tell them to only use 3 of the 4 leg segments in each leg. When they finished, my mom and I came in so she can test the height. It looked too high, so I pulled up the ruffle to find they just plopped the frame on top of her metal frame. They hadn’t used the legs we purchased. I explained the task. Once they understood, they ask to borrow tools. (I’m thinking this is a joke)

When I come back to review the work, I noticed they hadn’t connected it to the headboard. When I point this out, they say I would need a bracket kit. 😡

I call the manager, reminding him he said the frame would be connected. He tells me he’ll order the brackets and tells me how much they cost. I said there’s no way I am paying after the way he did the sales transaction. He agreed.

The installers put the headboard between the bed and wall for the time being. A few days later they left my mom 2 messages saying they were in the area. Whatever happened to scheduling a mutually agreed time!? So they never showed up.

I updated the manager and requested they go through me. A week goes by and no call. I contacted the manager again asking him to escalate this. Days go by again. I contact him again. He asks me to call the store because he’s on vacation. I do, retelling my story. I said I will pick up the brackets from the Sterling store and install it myself. Waited. Called Sterling. They’re apparently not up to speed and try to charge me for the kit.

Their response about this experience is “well, unfortunately this happens when you have to rely on a third party for delivery 😂🤣😂

Epitome of taking ownership.

When I pick up the kit, I ask if this should go smoothly. It should; it’s a universal kit for that frame. “Universal” usually demands a work around in my experience.

My mom’s metal posts are 1.5 inches …..the same size as the bolts they provide 😡

Had to do a work around. What...

I wouldn't recommend this store. My experience with Mattress firm started out positive. Mark was very informed and walked my wife and I through all the options. I generally thought we had good guidance and he was very attentive; the only concern in retrospect was that we were not given quotes to take with us and clearly we didn't understand the quote. Since this was my first visit to a mattress store I wanted to check out my other options. After, deciding that we wanted to purchase the Tempur Pedic ProAdapt series we went back to Mattress Firm. This is where everything fell apart, Mark didn't have copies of our quotes or online records and we were under the impression that the quotes discussed (3 total) were reflective of what we tried and wanted - one of which was in our budget. So now, after "redoing" the sales order, the pricing was significantly higher, we were asked to look at extended warranty options and the prices just dramatically went up. The explanation was that we were given quotes for single mattress and single adjustable base even though we looked at split king the most of time (as we understood our preferences) . The whole process of quoting and pricing seemed completely confusing. I suspect that we weren't given quotes initially to prevent us from shopping the price around. If it is too complicated there is probably a reason. We went to another mattress store and bought a great product. Pricing was easy: split mattress + split base = done!! In budget! No extended warranty nonsense! I would not recommend...

So what was suppose to be a quick "lets go see" became an hour and a half of comfort, laughter, and the sealing of a deal. At first we walked into Mattress firm and there was no one to greet us so we wondered around while Ben and Brittany was in the back preparing another customer order. So we were ready to walk out because this was just a "lets go see" visit. One hour and a half later Ben let us leave with the mattress of our comfort. He stayed with us for exactly one hour and a half testing beds, counseling us as we counsel him about who knows what. We clicked right away as kind spirits just being nice and respectful. Not one time did I feel pressured by him. His selling skills first started by let me get you something that will make your nights rest more comfortable and from there our journey began. It's so many pleasant things to say about Ben as a person and a sales person. I hope that Mattress Firm understands what kind of gem they have working there. I was prepared to say not to today Ben but I knew he was making a offer we couldn't resist and him as an all around person made buying a mattress enjoyable.

All I can say is keep striving for 5 Ben! You're an awesome person I wish you much peace, prosperity, and health.

Kris and Tan (and I hope you remembered which side the ditch was on between...