Mattress Firm Fruitville Pike — Hotel in Manheim Township

Now, this is in reference to a purchase at this location from 2017, and then another from the Wyomissing location in 2020. Weird how my Mattress Firm reviews keep disappearing. Salesperson was pushy, weird, and awkward just a crap sales experience, and then wound up having to fight for our rebate and drive an hour back to Lancaster for the check once I’d finally worked it out. The salesperson had their whole family at the store, and gave us a dramatic spiel about how using us this rebate would affect his commission and might affect his ability to support his family (right in front of them) and grilled us about how we earn a living. We had to fight for that rebate after discovering that the same mattress was on sale for a lower price at another location, and initially he refused to do anything about it. It was one of the worst sales experiences of my life. When the mattress broke down after just a few years, they put me through the wringer to get it replaced and I got charged nearly what I’d paid for the mattress in the first place. When that second bare purchased at the Wyomissing location broke down, we ended up paying significantly MORE than the original price of the mattress to get it replaced. Terrible joke of a company, I’m perplexed as to how they keep their Google rating but considering my previous reviews got deleted, well…

EDIT This was the first time I’ve been contacted directly by management regarding a Google review, which was kinda off-putting. I also got the idea from the phone call that the manager was more so just trying to argue the details as to what occurred and make it clear that it happened prior to his managing the store— there wasn’t any attempt to smooth anything over or rectify any past issues, it just seemed self-serving honestly. Considering I am 2 for 2 in having memorably, significantly bad experiences with Mattress Firm, and their entire management’s culture of evading accountability toward us as customers, I just can not reckon with their rating on Google. I use this to determine what businesses to engage with, and thus what appears as manipulation of data and low key intimidation in response to negative reviews, it strikes me as...

I am NEVER shopping at Mattress Firm ever again. Let me break this down for you. First of all, when my fiancée and I visited the store, our sales rep Tom was constantly pushing us towards more expensive items, never even asked what our budget was. And when we finally settled on a mattress, he just added box springs to the order without even asking us if we wanted them. Then came the delivery debacle. This took three tries. First time they came, I refused the box springs since we didn’t need them. The mattress they brought was defective, so I had to call the store and get it replaced. The second time they came, they thought I had the box springs and was returning them. I said no, I never accepted them. They informed me that the entire order was messed up and that they couldn’t even give me the mattress THAT WAS ON THE TRUCK. Then, they came for a third time, and they were STILL under the impression that I had the box springs, even though the store informed me that they would talk to the warehouse people and get it straightened out. Luckily, the delivery guys were nice enough to still give me my mattress. Then it took at least a week to get the refund for the box springs, but instead of cash it was applied to the mattress firm credit card, meaning I could only use it in the store. I called to see if I could get it in cash, and I was abruptly refused. AT NO POINT did anyone ever offer me a discount for all of my trouble, and now I am having to try to get the credit card balance transferred over. What should have been a very simple process turned into an absolute nightmare for me, and NOBODY has done anything to try to smooth things over or make it right. I’d give zero stars if I could....

This location in Lancaster Pa. The Fruitville Pike Store is wonderful. Specifically a young sales rep named Tucker was professional, helped me handle a warranty claim and treated me with care and respect. And most important, Tucker took care of me, a very good customer spending a lot of money at your store. He made it happen and responded quickly. Thinking outside the box. Take care of Tucker! $$

9-11-22 I need to make sure that management knows how impressed we were with Tucker. He made a bad situation a heck of a lot easier. Even though we had to pay the extra fee’s from the Purple price increase over 4 years ago when we got the mattress, Tucker made concessions with pillows and sheets to make it right. He was confident and wanted to make sure we were ok and that he was sorry that our very badly damaged Purple beds were swapped out, and he helped try to make it right by a few free items from Purple. Purple stands by their customers and they said they would make it right as well. But since we bought them at Mattress Firm, it was up to them. Tucker honored the warranty and made it right with us. I am a very successful business man with 31 years experience. Tucker checked all the professional boxes and Mattress firm management needs to take care of Tucker. I am a life long Mattress Firm customer now after Tucker made it right and was prompt at doing so. Giving him the empowerment to make these types of decisions will pay dividends to future business from me, my family, my friends etc. Give this kid a pat on the back for making things right with us. Give him a raise. I will now be telling everyone I know to go to MF for their bedding. Best Regards-...