Mattress Firm Marysville Central — Hotel in Marysville

UPDATE*- 3 hours after posting this review I received a phone call from Brian. Brian was very apologetic and did all he could to fix the situation. My bed was in fact delivered yesterday (Tuesday) and I had a nice upgraded surprise. Delivery was seamless and very quick. Brian also called to be sure that all went well after delivery was made. I appreciate you taking the time to be sure things were corrected and also appreciate the upgrade. ORIGINAL REVEIW: What seemed like a very easy and seamless process turned into not one but three issues very quickly. Firstly I would like to say our salesman Brian, very personable, knowledgeable and easy going aka patient with us talking to make a decision. As I said easy and seamless that is until the email received letting us know the delivery was coming. Issue #1, The email was received Friday, delivery set up for Sunday, when reviewing the email the mattress we THOUGHT that was ordered was in fact not the mattress on the email nor the original invoice from the store. An immediate call was made to the store, Brian was not working so I spoke with another salesman, he was very professional, apologized repeatedly and most importantly corrected the issue to the best of his ability. The gentleman stated that he would talk to Brian and that he (Brian) may call the following day to discuss the issue(s) and potentially offer a discount or “gift”. To be clear this is not about a discount or “gift,” this is about receiving the proper order within the time frame promised. We received no phone call so decided to call him, he stated he doesn’t know how that happened as he always reviews the invoice with the customer before they leave the store, we can attest that NO review of the invoice was done and to insinuate that the customer is at fault for him improperly ordering an item is insulting. Issue #2 Unfortunately with the correction of the proper mattress came a change in delivery date. Originally our bed was to be delivered within 2 days of order, a full delivery schedule prevented that, we understood and excepted the next delivery date possible which was the following Sunday. Issue #3, is in part our issue however was created by the incorrect order being made, the new delivery date (Tuesday following the original Sunday delivery scheduled) may or may not work due to work schedule(s), unfortunately you won’t know when the order will be delivered until the night before and you get a two hr window in which it will be delivered. Which typically means if I want my bed Tuesday I will have to miss work. When speaking with Brian about this when we had to call him, he stated to keep the Tuesday date and to reschedule with the delivery if possible, essentially pushing the issue onto the delivery driver(s) as well as us, the customer, for an issue he should be resolving not only as our salesman but as the MANAGER of the store. We still do not know if or when our very expensive purchase will be delivered, as well as no clear understanding of why the delivery date of Sunday would not work as the incorrect order was brought to the companies attention two days prior to our...

I want to give a shout out to Kassidy. I went into the Marysville location on a Sunday, and was beginning a busy day of errands that I was not looking forward to. I was somewhat nervous about my visit initally because I'm a customer that doesn't want someone to push me into something outside of my price range, and that is something that I have experienced many times from salespeople.

The moment I walked in, Kassidy greeted me warmly and immediately provided me with a sense of comfort. She was extremely thorough, knowledgeable, and really listened to me. She was patient with me as I sought to try different mattresses (several that she had to move around, in fact!), and she respected the price range that I was seeking without being pushy (which is something that would have 100% sent me walking out the door and away from the potential sale).

She provided SUCH a great experience and I have to tell you - you truly have an incredible team member on your team. I was hesitant to even walk in, and she made it seamless & positive from the moment I opened the door. During the entire process, she remained efficient and provided additional information about options that the company provides that helped me to feel confident in my decision to purchase from Mattress Firm. I left the experience smiling and grateful that I chose to come in to that very location - all because of her expertise, amazing customer service, friendliness, and extensive knowledge.

As I mentioned - you have an incredible team member on your team, and she should be recognized. I've worked in sales and customer service for decades, and Kassidy truly exceeded my expectations. I even received my delivery the next day! I will recommend Mattress Firm to anyone that I know looking for a new mattress - and it all comes down to the service that Kassidy provided.

The delivery crew showed up within the intended window and were so kind - they even offered to bring the heavy mattress to a room of my choice. All in all, it was a great experience and I will recommend Mattress...

The process of buying the mattress went fine but the sales rep at this location is horrible and completely disrespectful. We were told we have 190 days to exchange for no fee or hassle if we don’t like the mattress we pick out. Couple weeks go by and we come in and pretty much get scolded being told “no you haven’t had the mattress long enough to know you don’t like it you have to wait atleast a month. And it takes a while to break in and become softer. Have you tried walking on it.” I was completely annoyed considering the expressed to us the “no pressure” on buying because we’d be able to exchange if we didn’t like it. Also beds don’t magically get “softer” because you walk on them.. a Firm mattress is a firm mattress... so we’ve been sleeping on a mattress that hurts our bodies for a month now as were waitin until were “allowed” to decide we don’t like it.... Also we bought the bed during a deal were you receive an adjustable bed frame which was on back order at the time. Called today and was again given attitude by the same sales rep and said “yeah it’s set to deliver February 22nd the original date I told you.” Which I quickly corrected him and told him “No we were never given a date just said some time between January and February.” I would definitely not ever give my business to this location again, this has been a horrible expirence and we still have two months until we finally have...