Mattress Firm Outlet - Leesburg — Hotel in Leesburg

First and foremost, this review is not in any reflection of the sales staff at this location. My family has purchased from this location for years and the staff is always professional, helpful and overall great people. This review is a complaint against Mattress Firms warranty. A little over a year ago, I purchased a mattress for my son, a queen size to upgrade him from his twin. About 6 months or so after purchasing the mattress, we discovered a defect, and it created a trench like divot in the center of his mattress. I had purchased the warranty for this but was not sure it was covered. Less than a month ago, I was in the store with my mom while she got her mattress and after speaking with the salesperson, she looked into it and found out I could file a claim. I was very excited to get my son's mattress replaced and pleased that Mattress Firm was standing behind their product. I filed the claim, got my letter it was approved and last week went to the same location that I purchased the mattress from. The salesperson, who, again, was very pleasant, took care of the exchange. Only problem was, I was having to pay out of pocket for this exchange! Not only did I have to pay a $99 fee for them to come get the defective mattress but, I also had to pay the price difference as the cost of the mattress I got my son went up by $100 which ended up costing me $206.00 to get my son's mattress replaced for something that was not our fault. What kind of a warranty is that? I should NEVER have had to pay a price difference, nor I believe a fee from the exchange since it was ME, the customer that was put out and my son who has had to sleep on a defective mattress! But somehow, Mattress Firm found a way to STILL make me pay for something that they should stand behind 100% It isn't like I just having money laying around! I am sure that $206.00 is not a lot of money to some people but for my household, it is a lot of money to be without. As I stated before, I bought my mattress here, my mother has, my older son, my grandmother and I bought my sons. This has been our go to store for our mattress needs but after this? I will be taking my...

After a difficult surgery I was hoping my Mattress Firm adjustable bed with massage would make me feel better. Coming home from the hospital I found it impossible to get into the bed given the large incision since I'm only 5'2". Prior to surgery I used a step stool to get into this being bed but now it was impossible. Harrison P. at the Tavares, FL store helped me contact the factory, learn about ordering replacement legs to reduce the height of the bed frame by 5" and this will enable me to ditch the step stool (probably not safe anyway) and easily get back into the best bed I ever had. My bed has multiple USB ports, 2 AC plugs and MASSAGE which has helped me deal with a very painful medical problem. When I am in horrific pain I turn on the massage with my wireless remote control and it distracts me to a point where it dulls the pain. Can't say it enough. I've had my bed since 5-2-17 and it wasn't cheap but it's the best darn bed I ever had. And thank God for Harrison who generously reached out to me and solved my problem. Replacement legs will be here soon and Harrison says he will arrange everything for me ... even though he wasn't my sales person. Pretty darn good guy with an excellent team approach attitude. Had I not retired and was hiring someone I would steal Harrison away from...

I recently visited Mattress Firm about 430pm on 4/6/2024, and I can’t remember the associates name but I had the pleasure of being assisted by one of their outstanding salesmen during my pillow selection process. Their expertise and knowledge made the entire experience smooth and enjoyable. Not only did they patiently listen to my preferences and needs, but they also provided valuable insights and recommendations, helping me find the perfect pillow for a restful night's sleep. His friendly demeanor and willingness to go above and beyond truly exceeded my expectations. I highly commend his professionalism and excellent customer service. Also I’d like to thank him for his service to the country as a US Marine. Thank you for making my shopping experience at Mattress Firm...