Mattress Firm Middleton — Hotel in Middleton

On 8/14/21 I purchased a mattress from Caleb Peters at the Middleton Store. I was told the mattress would be delivered on 8/22/21. I received a confirmation message indicating it would be delivered on 8/22/21 and would receive a call on that day with time frame for delivery. Well low and behold no call. On 8/22/21 I called and talked with Middleton manager and was told there was no delivery scheduled. On 8/23/21 I again made contact with Middleton manager and eventually Caleb called me. Caleb told me that he called the warehouse and confirmed there was a mattress in stock and he confirmed this with FaceTime with someone at the warehouse. I was then told I had two options for delivery of 8/26 or 8/29 and Caleb would waive the diamond delivery cost to better fit our timeframe. I elected to have the mattress delivered on 8/29 and was told it would be between 4-6p.m. I could see the order had been updated online to a 8/29 delivery date. Well low and behold come 8/29 and no message or call. I should mention that when I checked the status update it showed my delivery services was now silver and not diamond like Caleb had told me. At 12:30 on 8/29 I called the Middleton store to confirm delivery. I talked with Dave the manager who after calling him back (no call back) 1.5 hrs later he told me he did not see a delivery scheduled and told me to call his boss Nate at the Madison Beltline store. Upon calling this store Caleb answered the phone. Caleb could not answer my question about why my mattress was not their so I requested to talk to his boss Nate. I was put on hold numerous times each time being hung up on with the excuse that the system purges calls to let other through. Eventually Nate did return my call. Nate told me he called the warehouse and that mattress was not there and that if there was a mattress in stock it would not have been sold to someone else. Ultimately I was told I could wait until possibly the 9/6 and hopefully I could get a mattress by then. Nate was very helpful with offering an upgraded mattress (that I never laid on) to keep me as a customer but knowing the run around I got just to not get a mattress I’m sure it would have been worse to exchange it. I understand with COVID the difficulty manufacturers have getting materials but if I was given a date multiple times for delivery and nothing happens there is a direct fault with the...

I purchased two mattresses from Mike at the Mattress Firm. The mattresses themselves are fine, but the customer service after the purchase has much to be desired. Purchase #1: I paid for the pick up of the old mattress. When they arrived, they only wanted to take the mattress, not the box spring--because I only purchased a mattress. (There is no different in price for pick up of one or two.) I understand the policy, but was never told about it. They did end up taking both pieces, but it was a big deal. Purchase #2: We bought a mattress and box spring. Hang out for the four hour delivery time and was probably the last delivery. Okay, but they brought a queen mattress and king box spring. I have to decline the box spring. Call Mike, he re-orders and I have to sit home again for the delivery window. Not only was I at the end of the window, they were late. I sat and waiting nearly 8 hours on a $5K+ purchase that they made a mistake on. I called Mike to communicate my disappointment in customer satisfaction. He agreed and said he would call me back the next day after he talked with his regional manager. It's been a week, I am still waiting. I will only return to this store if I decide to exchange my current mattress (too soft).

My opinion . . . if you are buying Temperpedic, supposedly the price is the same anywhere. Buy where the service will match...

My boyfriend and I went in looking for a new mattress and a man named Dan welcomed us very warmly. We were not entirely sure what we were looking for as this is the first mattress we've ever gotten together. Dan took the time to ask us questions to help match us with a mattress that was right for us. He was very knowledgeable of the different types of mattresses and very forthcoming about prices. It was clear he was not there to just sell us the most expensive or fanciest mattress in the joint. He really cared about helping us find the right mattress for our unique needs, desires, and most importantly, budget. When we asked about extras such as frames and box springs, Dan was happy to show us and/or talk about the benefits (and downfalls) of what we were interested in, without being pushy or aggressive to buy. When it came down to making a decision, Dan was very polite and understanding and allowed us to talk privately several times while he waited patiently by his computer. After spending about an hour in the store, my boyfriend and I were able to make a decision together that left us feeling very confident and comfortable. We could not have had a better experience, and I would personally recommend this store for any of your...