Mattress Firm Macon — Hotel in Macon

Purchased mattress for elderly Mom (almost blind/deaf) November 2021. Recently Mom noticed the mattress was "bottoming out". The mattress is only a year and half old and I thought this was strange for a new mattress. Called the store and spoke to a very energetic salesman on the phone; I explained the situation to him and he said she probably needed a mattress with more support on the edges. Seemed odd to me- when she went in the store the 1st time she was on a walker and obviously need the support on the edge of the mattress. Since November 2021 my Mom's health has deteriorated (has been under Hospice care) and I thought I would just throw money at the problem for a quick fix.

The new mattress arrived and we were not informed the mattress would have to expand once being removed from the shipping container. My Mom called me in tears about this. Called the store and spoke to the manager Connie about the situation. She looked at the record of the mattress that was sent and told me the gentleman who helped me on the phone was "new" and didn't sell me the right product. I decided to take my Mom to the store when they opened at 9 a.m. on Memorial Day 5-29-23. She picked out another mattress. Connie told us the mattress would be delivered between 2:30 and 4:30 pm the next day. On May 30th I received text notification the mattress would not arrive between 2:30 and 4:30 but would be delivered between 5:00 and 7:00 pm. Mom called at 7:15 p.m. and said the mattress didn't come. I called the store and spoke with a salesman who explains the "STORE" has nothing to do with "DELIVERY". The store manager Connie spoke to me and explained the mattress could be delivered as late as 8:00 p.m. We had words and she hung up on me. At 8:15 p.m. the delivery guy calls me and says he can't get in the assisted living building because the door was locked.

As for Connie? I HAVE NOT HEARD A WORD FROM HER SINCE SHE HUNG UP ON ME.

HERE IS WHAT I WANT: Issue a full refund on the first mattress and apply it towards the mattress that has not been delivered. PERIOD.

As for the store??? Connie over promised and under delivered. Don't tell an 87 year old woman her new mattress is going to be delivered the next day when you are having the BIGGEST MATTRESS OF THE YEAR. Finally, DON'T BLAME EVERYTHING ON DELIVERY. Rant over...

UPDATE ON RANT 6-9-23

The "supervisor" called me on 6-7-23 and asked me to explain what happened and he asked me what would rectify the problem. I told him I stated my desires in the google review but he said he was only authorized to issue $200 unless he went higher up in the company. I accepted his $200 offer and we set delivery for 6-8-23.

Upon mattress delivery my Mom called me upset and asked me to speak to the delivery guy because he said he couldn't take the mattress we were returning due to a stain. The delivery guy would not give me any statement as to what the stain consisted of.

Upon inspection of mattress I found NOTHING wrong with it an immediately took a picture of the mattress to store to show.

The salesman did not see any "stain" in the picture and said this could be a "learning opportunity" for everyone involved. We attempted to send the picture on the unstained mattress to the store phone and the store email to no avail. I asked to send it to his cell phone for Connie to review and he said he didn't give his number out. Geez......

At 1:00 p.m. 6-9-23 I took my Mom to Macon Bed and Mattress located next door to Mattress Firm on Riverside Dr. Macon and picked out another bed that is to be delivered THE NEXT DAY.

ON 6-10-23 I called Mattress Firm to speak with Connie and she is taking another day off.

At 10:30 a.m. new mattress is delivered by Macon Bed and Mattress. Cudo's to Rachel and Macon Bed and Mattress!

On 6-11-23 I called Connie and left a message for her to call me back. Finally heard from her and all they agreed to do was give me credit for the mattress that was not left in my Mom's room.

Run from these folks at...

Last week, I called Mattress Firm and expressed that my father in law was coming to stay with us for a few days and we needed a good bed, fast. I believe it was a Tuesday. They promised over and over again that the bed would be delivered Thursday with no issues. The bed did end up being delivered Thursday, however, it was delivered at 11:00 PM and the bed was ruined and could not be slept on. The delivery driver expressed that, "this happens all the time with these newer beds. The foam has shifted inside of it because of how it was on the truck." There was a huge hump right in the middle of the bed. Instead of offering to correct their mistake by having the bed swapped out the next day, they decided to re deliver on Saturday. Meaning that we had to sleep on the couch Friday because we had already thrown out our old bed and moved our regular bed into the guest room for my husband's dad, leaving our room with only this new bed with the huge hump in it. Not to mention, we spent over $6000 on this new bed, just for it to come ruined. On top of that, we had to cancel our Saturday plans with our dad because we had to sit around and wait for the bed to be redelivered. Our dad lives in Texas and was here for such a small time and thanks to Mattress Firm, that same amount of time was ruined. Another complaint that I have is that I left work early on Thursday because I was told the mattress would come in between 2-4 pm and that ended up being a wasted day because it did not show up until 11pm. I called and expressed how furious I was at how this experience turned out and was told I would receive a call back the next day around 2pm by the store manager. I received 2 calls, 1 automated call telling me that my delivery was 10 mins away and the 2nd call came 10 mins later while I was dealing with the delivery drivers. If that was the manager, it seems like they planned that call perfectly to avoid speaking with me about the issues. Also, I was handed a paper by the delivery driver and told, "you might wanna put this with your important documents because this is your warranty for the bed." After reading over the small print, I realized that the paper has to be filled out and mailed back within 30 days in order to activate the warranty. If I would have just put it away like I was told, they probably would have voided the warranty in the 30 days. It's all been extremely frustrating. I had no idea buying a bed could turn into such a disaster.

Update: apparently my inconvenience is...

Brian on Grey highway in Macon Georgia went above and beyond any expectation I had before talking to him. He was knowledgeable not just on the mattress but sleep issues and comfort and what is best for how to relieve some issues that my wife had with sleeping. I'm telling you that they do not make them like him anymore. I've never had such a great customer service or interaction with any salesman in any type of occupation like Brian before. He should definitely be commended on his excellent people skills and interactions and knowledge that he possesses when it comes to sleeping and mattresses. Words cannot begin to give him Justice for the type of interaction that me and my wife had with him. If someone like him was it every aspect of customer relations this world will be 100 times better for it. I cannot say enough about Brian. Anybody who has an issue with sleeping or their mattress needs to contact this man and talk to him and you will be well please and rest a lot easier and you will get the best service that you've ever had in any type of business. please do not take my word for it just talk to this gentleman and he will show you in less than 5 minutes that everything I'm saying is 100% real and is unbelievable. 20 Stars, 5 from me 5 from my wife, and 10 more for the effort and knowledge and personal skills that this...