Mattress Firm Minnetonka — Hotel in Minnetonka

Customer Service in store seems great but things change once you get home. My wife and my kiddos went into store and were shown some bed options which we ended up purchasing online because the only associate was working through financing with another customer and said it would be 30 minutes so we ended up buying a $2.5k setup online (May 26). When you purchase online you cannot deselect the free adjustable base so we ended up purchasing a box spring and the adjustable base to try it both and just return the one we didn’t like. The delivery was scheduled 3 weeks out (June 15) then didn’t arrive so I called customer service to see what happened - 45 minutes later I was told there was an additional week delay (June 22nd) because of the free base being back ordered. The rep ended up expediting the order by a few days and adding haul away when I asked for a confirmation - this is advertised as being easily accessed but is missing as an option online so make sure to add it. We ended up not liking the mattress or the adjustable base and wanted to return or exchange both but after waiting on hold for an hour I was told the return fee was $80 plus a restocking fee of $250 which sucks but I understand that policy; the thing that really seemed predatory was the fact that they charge $700 for the free adjustable base if you exchange the mattress and you absolutely cannot return it. We were thinking we would do an exchange but that would cost us $780 - we chatted about this policy with 5 different customer service associates over 3 hours and they each independently confirmed this is the policy. Said another way, the free adjustable base makes the base cost of any return or exchange just under $800 and eliminates any discounts for other mattresses - this is not stated in any sales collateral and an example of their advertising and the associated fine print is below to demonstrate the fact that this is not even hinted at. I cannot express how unfair and predatory this feels considering we didn’t want the adjustable mattress in the first place - it is clearly a predatory policy created to lock consumers into their original purchase regardless of satisfaction and remove Mattress Firm’s responsibility for returns...

I have never been more disappointed in an organization. I purchased my new bed, with adjustable base, in November. We were told the manufacturer was a bit backed up with all of the Black Friday orders so we'd have to wait until December 6 for delivery. We were ok with that. Then, I was told my order was canceled by someone OTHER than myself. I am the only person on the order, my card was used to make the order - no one other than me should have been able to cancel. After straightening that out, I was told I lost my place in line and had to wait until December 16 (tomorrow) for delivery. Again... not a HUGE deal (still a little upset but understood). Fast forward to this afternoon. I receive a phone call (less than 24 hours before delivery) and they proceed to tell me they JUST received notice they are backed up again and I will have to wait for my base until mid JANUARY!??!?! Are you kidding me?! What kind of dysfunction is going on at Mattress firm? No one knew you were "backed up" until NOW? And why is my order (due TOMORROW) being pushed out an entire month?! Now, you are delivering my bed tomorrow on some box springs and a base... Then, in an entire MONTH from now, you are going to disrupt my bedroom again to put in the adjustable base I ordered in NOVEMBER?!

I will never shop here again and I will tell anyone who will listen to take their business elsewhere. This is completely unacceptable. SO disappointed. I'd cancel my order and go elsewhere but I don't want to wait any longer to get a mattress - my goodness!

SHOP ELSEWHERE if you want reputable...

We love both sets of mattresses and box springs we bought at Mattress Firm at Ridgedale. However I am extremely unhappy and frustrated by a delivery issue. The delivery drivers gouged and scratched the footboard on one of our beds and ruined it. We didn’t realized it had been damaged until after the drivers left. We got a follow up email asking about our delivery experience and reported the damage right away. I ended talking to employees at both Mattress Firm and the delivery company by phone or email 16 separate times. I also submitted photos of the damage 4 times to different employees when they requested them. Eventually the delivery company offered to give me about half of the original purchase price of the damaged bed to “get me to go away”. I reluctantly agreed because I had been getting the run around for over a month at that point. A week later another employee from the delivery company emailed me and said they weren’t paying me after all. I reported the issue to the state attorney general’s office. They sent Mattress Firm two different letters with no response. After five months Mattress Firm needs to take responsibility for the damage and compensation us. A reputable company would make things right and then deal with the delivery company themselves. It would be the right...