Mattress Firm Midland — Hotel in Midland

I don’t typically write reviews on items but I’m not sure I would buy another mattress from this particular store in midland mi. The manager Karla was extremely uneducated about the purple products they sell in stores. My boyfriend had to show her their website and correct numerous amounts of information she was telling us bc she was telling us false info. We spent over $2700 between the mattress, box springs, sheets, and pillows. She told us that we could not return the pillows and the sheets whatsoever, and that the mattress only had a 60 day return. Both the mattress and the pillow have a 100 day trial period while the sheets have a 30 day trial period. you’re able to send them back with no issues. They did not have updated inventory of the purple sheets and pillows within the store so we did have to go with the downgraded version. Once we got our mattress it came with a hole in it. We called the store and Carla told me she’d discount us $50. (Mind you the mattress was $1800 alone) so I was pretty insulted that was her solution. I told her she was to contact her district manager bc we shouldn’t have a brand new mattress with a hole in it so we want it replaced. Carla called back after talking to the DM and advised they’d swap it out for a new one when we were sure we wanted to stick with that one or if we wanted to go to a different one. We agreed to that. After our trial was about over I called the store to advise we were ready to accept the new mattress and we’re sticking with the same model, however we wanted to return 2 of the pillows. Carla told me we couldn’t do that. I told her that wasn’t true and it was on their website that the return policy was 100 days just like the mattress. She then said she’d have to check into it. When she called back she told us she could refund us $35 per pillow bc of the bundle. We then corrected her yet again that she was incorrect with information and told her exactly how to come up with price. She told me she didn’t have our receipt handy (why?) Carla did not accept our answer and then came with an Incorrect price yet again of $78 per pillow. Then called back and told us the price we originally told her of $59. just was not impressed with the lack of knowledge. If we were not educated on the product ourselves we would have gotten a lot less for our money, and been stuck with 2 pillows we didn’t want because she didn’t know the...

GREAT SERVICE!!!! We bought a mattress, powerbase, mattress pad, sheets, pillows etc. The whole deal from Cara at the Midland store. She was very helpful, very clearly knew her stuff and helped get us into the proper bed.

There was a pretty sizeable issue with the delivery and the delivery guys. They were very cordial and polite, and as they were leaving said that the mattress protector wasn't "on the truck" and that I'd have to call the store and figure it out. I was less than pleased to say the least.

I called the store and spoke to Aaron, he apologized profusely! Then bent over backwards more than once to make sure that we were taken care of and satisfied. Like over the top customer service! If they say they are going to call you back, they will. And they will call at or before the time they said they would call. I can't say enough good things!

We are very happy with the mattress, base and everything else we purchased. We will back in the future when its time to get a new bed! Thank you to...

So, let me tell you this was a first for us. We decided this weekend we would upgrade our bed and after looking at the reviews of Mattress Firm in Midland we decided to visit, with no intention to buy now, just to start research. Fast forward 40 minutes and we left the store with a new mattress, an adjustable base and 2 pillows!! The most impressive is that thru the whole process we never felt rushed to take a decision. Aaron took the time to understand what we were looking for and filtered the options that would meet our needs, presenting them in details, very clearly. All this made for a great buying experience but it was not all. As we arrived we shared what our budget was… and we ended us spending a bit more than half of this value!! He knew we could go for more but he was not trying to oversell, he was focused in meeting our needs!!! Now, how many times do you see that when you go shopping? Wonderful experience and we can’t recommend enough this store...