Mattress Firm Medford II — Hotel in Medford

The carriage quickly turned into a pumpkin with this store. While we got a great deal on our bed, the nearly month-long hassle we have experienced since our purchase almost makes a hassle-free full-price experience look better (and we saved over $4,000). During our initial purchase, we were able to tolerate the loud, jabber-jaw salesman Chris because we were getting such a deal. Once we got the bed delivered however, it began. First, both sides of the split adjustable base they sent out for delivery were synced, and try as they did for approximately 45 minutes to unsync it, the delivery crew was unable to resolve the issue. After waiting another week for what was supposed to be a replacement base, we received the wrong base. Following this snafu, my husband and I each had the displeasure of speaking with Chris on the phone as he attempted to convince us to accept an older version of the base we purchased because we could get it a week earlier. Only after my husband politely but firmly told Chris that we wanted what we paid for did he abandon this strategy and order the correct base from the warehouse. We finally got the right base on Monday, but only after being informed by the delivery crew that our split king mattress was actually two different mattresses. This prompted us to call the store yet again. I left a message for Chris with another salesman requesting this be looked into. Three days later, still no call from Chris, so I again called the store and requested a call back. If we don't get a call back soon, I guess we'll have to go down to the store. It's much more difficult to ignore people when they're standing right in front of you. When I finally do get to talk to Chris, I plan to ask him about what he keeps saying he will do for us to make up for this miserable experience. I will say however that the only positive thing about dealing with Chris and Mattress Firm has been the crew of Crown Royal delivery service, the third-party delivery service Mattress Firm contracts with to deliver their merchandise. The folks from Crown Royal have consistently gone above and beyond trying to fix Mattress Firm's mistakes. They have displayed more honesty and ethics than we have ever seen from Chris. Perhaps Mattress Firm should hire the crew from Crown Royal to work in their store. They could teach Chris a thing or two about...

Only shop here if you like the experience of buying a car because that’s the experience you are going to get at least at the Biddle location. The minute we walked in the door the salesman tried to control our every move. We didn’t feel like we could just look around and lay on any mattress to see what we liked. We had to start by trying three mattresses of his choice and after that he knew what we needed. Of course it wasn’t long before we ended up at what must have been the most expensive mattress in the store. Wonder how often that happens? He actually left us for a couple of minutes and that’s when the real fun began. He came back and said he spoke to his manager and they would take this much off the mattress if we buy it today. Now the pressure was really on and he was not leaving our side. Well, we don’t buy a mattress from the second store we visit because we like to try out many different ones even if the price is right and this price was not even close to right. After we said we weren’t ready to buy, he offers to speak to his manager again and he could probably get the price still lower if we bought it today. That’s when I knew we were done and would not be buying here. After about 30 minutes we couldn’t get out the door fast enough and I’m surprised the manager didn’t try to cut us off before we made it.

We spent about 90 minutes at Denver Mattress with no pressure at all and we tried out each mattress that felt good for 20-30 minutes each. We also spent about two hours at Medford Mattress that day and narrowed the selection down to two mattresses again with no pressure. We then returned to Medford Mattress the next day for about two more hours to lay on the two we liked for an extended time with no one hovering over us. I think we got a better mattress at Medford Mattress for less than Mattress Firm and supported a locally owned business in the process.

The next time we need to buy a mattress, Mattress Firm will not...

If I could leave zero stars, I would. The sample mattresses in the store do not reflect what will be delivered. The problem is that there was no way the brick of concrete we received was ever going to equal what we tested in 120 days of break in. The store didn't fully explain any of this and they wanted $250 to resolve. When I stated that there should be some accountability given that this wasn't fully outlined, they instructed me that it was in the fine print. I was given two options of paying $250 to exchange it or return it. I opted for that latter choice and then they said the mattress cover that they gave us for free could not be returned and now would not be free. They billed me $129.99 for it. So, I just gave them $379.99 total for the racket they are running and will give my money to someone else. They can have their mattress back and rip me off. This was the 3rd mattress I have bought from this company and will absolutely be the last.

On a side note, the delivery drivers also let my dogs out without telling me. I am lucky that I found them. Do not bother with this clown show.

UPDATE: I then went to Garrison's and got far superior service and ended spending twice as much money so the lack of accountability didn't really work out...