Mattress Firm Manchester Highlands — Hotel in Manchester

Worst customer service experience I've ever had!!! Back in June of 2016 my family and I moved to St. Louis to be close to family. We sold everything we owned and drove 15 hours to get here. Shortly after we settled in we decided to buy a bed. Mattress firm came highly recommended, so we decided to buy from them. We originally went in to the location in Chesterfield valley. The first guy we dealt with had no knowledge of the beds in the store and sold my wife and i a bed that not only wasn't for us but found out from his co-worker was a bed they had recently gotten in and management had been encouraging them to sell. So after being charged a fee of about $150.00 for the mattress to be cleaned and another $100 delivery fee we had to go back in to the store and have a different associate help us this time whom which introduced herself as a manager. The manager lady seemed to have just as little knowledge of the mattresses although she claimed to be in the business for years at this point. We decided to take our time and make sure we ended up with the right bed. We ended up with a tempur-pedic bed with adjustable frame which retail at about $7000.00. Although expensive we decided it would be a great bed due to my lower back arthritis and my wife's sciatica. The bed was great except for one thing. It made us hot while we slept, literally waking up sweating. At this point we were tired of dealing with the Chesterfield location as they didn't seem professional so we decided since we were already in the area that we would try and resolve our issue at the Manchester location off Highland. The gentleman that helped us informed us of a newer version of the same mattress we already had that has a built in cooling system. This was the perfect mattress for us. We tried it in store and felt satisfied and that this was the end of it. So after paying another cleaning fee, delivery fee and difference in price we get our new mattress. As soon as the delivery guys left i took the wrapper of our mattress and discovered a black scuff mark, probably from the delivery guys loading or unloading but at this point we were done going back and forth and decided it wasn't a big deal. My family and i went back to Florida where we had moved from to gather the rest of our belongings and spent a little time with friends before returning to St. Louis for good. When we returned we quickly realized that the mattress we had gotten wasn't the right one. We are side sleepers and require a soft mattress to shape to our body. This mattress was obviously firm. We confirmed that it would be soft before we left. I started a new job immediately after we returned and asked my wife to call and deal with the situation. When i came home from work that night she informed me that they told her that there was nothing more they could do because we had already returned mattress numerous times and they couldn't do that again. So we've been stuck sleeping on a $8000 bed that we don't sleep well on. I toss and turn all night and wake up with terrible lower back pain and so does my wife. It's really not fair to spend that kind of money and be unsatisfied with what you have. I paid cash up front for everything which i regret now. Had they not been paid in full they probably would have done more to help. We are considering hiring an attorney to help us with...

Update: Replacement didn’t last a year. Took a ton of time to submit a warranty claim. Hours!! The web site timed out several times while collecting photos and manhandling a king sized mattress. They claimed based on the photos that there was a stain (the bed had a full, thick mattress cover the entire time no stains I re-checked over and over with a high powered and black light) and then voided the warranty, no appealing. Store offered me the same sales as offered to everyone, really nothing. $1,800 for a less than 2yr old piece of junk, threw it away.

Said screw it, bought DreamCloud mattress for the firmness and have zero regrets a year later. Best decision I’ve made in a while, sorry Mattress Firm, your company sells bad products and doesn’t back outside of the first 100 days. Makes up lies to void warranties and has the worst warranty process I have ever endured. Total waste of time and money, paid 35% less for new bed and it’s far superior.

——————— Always a pleasure to work with. This is our second time coming back to Mattress Firm. Because of the Pandemic I tried to order online from 4 other larger retailers but they kept kicking out the delivery date to weeks out just before the scheduled install.

I was frustrated and popped in to my local MF store. So glad I did, they have their OWN local warehouse where they can properly schedule delivery and install dates. Love my bed, “It’s like laying on a fluffy cloud” my 4 year old son said while checking it out after the install. It’s honestly the most comfortable bed my husband and I have ever owned!

We had a small issue, was able to get it resolved in store quickly and painlessly a few months after our purchase. Looking forward to our next experience with MF! Coming back in June for our sons upgrade to a...

I recently had the pleasure of shopping for a new mattress with the help of Devin, and I can confidently say it was one of the best retail experiences I’ve ever had. From the moment I walked in, Devin made me feel completely comfortable and at ease. Shopping for a mattress can be overwhelming, but his friendly demeanor and professional approach instantly took away any pressure. Devin was incredibly patient, allowing me all the time I needed to try different mattresses without ever feeling rushed. He attentively listened to my needs, asked thoughtful questions, and guided me toward options that truly fit my comfort preferences and lifestyle. What stood out most was how attentive he was—he paid close attention to the details I mentioned, remembered them, and used them to help me make an informed decision.

His knowledge of the products was impressive, and he explained each option in a way that was easy to understand. Devin never pushed for a sale; instead, he focused on helping me find exactly what worked best for me. The entire process felt personalized, relaxed, and surprisingly enjoyable.

Overall, Devin was fantastic to work with—professional, personable, and genuinely invested in making sure I left confident and happy with my choice. I highly recommend asking for Devin if you’re looking for a mattress and want an experience that’s stress-free and...