Mattress Firm Monroe — Hotel in Monroe

My father recently purchased a mattress from your store, which he picked up yesterday. His initial experience with the sales representative was positive—so much so that he left a favorable review. However, upon unwrapping the mattress at home, we were shocked to discover that it appeared to be previously used. The mattress had visible dirt stains on the corners, was covered in what looked like animal or human hair, and had a palm-sized yellow stain that emitted a foul odor—resembling vomit or urine.

We immediately contacted the store and spoke with a representative, John. He stated that clearance items may have been previously used, but this was never disclosed during the sale. While my father understood the item was on clearance, he was not informed that it was a used product. Had that been made clear, he would never have purchased it.

Initially, John claimed the mattress could not be picked up for return because it might contaminate other new items on the delivery truck, despite previously assuring us that all clearance items are cleaned and sanitized per North Carolina law. After some discussion, he agreed to an exception and scheduled a pickup for Monday. However, my father chose to return the mattress directly to the store within a few hours.

Unfortunately, the poor customer service continued when he arrived. John reportedly told my father, “Now that you have your refund, you can go purchase a mattress somewhere else.” This comment was not only unprofessional and inappropriate, but also incredibly disappointing—especially given that the condition of the mattress and the need for a return were not my father’s fault.

It’s disheartening to see a situation that began positively devolve into such a frustrating ordeal. I hope this feedback is taken seriously and leads to better disclosure policies and customer service in the...

Extremely pleased with this location of Mattress Firm! I went in feeling a little overwhelmed about making my very first big purchase as a young adult and I couldn't have had a better experience! Jorge was amazing and offered the best customer service imaginable and he made me feel calm and confident about my big decision. He was extremely knowledgeable about what made each mattress different and unique, and helped me through the entire process. Not once did I feel pressured into buying something I wasn't comfortable with and I was given as much time as I needed to look around and try out the different mattresses as many times as I needed. Jorge was great about answering all my questions, no matter how many I asked or how many times I asked them, and he took the time to be understanding about my all my wants and concerns. There were many different price ranges available, as well as multiple financing options to accommodate anyone's budget. Checking out was a quick and easy process and all my questions were answered through that process as well. I can't thank Jorge enough for being so kind, knowledgable, and helpful with the entire process from start to finish. Everything was quick and easy. I highly recommend this Mattress Firm and I cannot wait to sleep on my new mattress when it arrives in...

I ordered a Queen mattress set on Monday by phone and payed for it on line. I was told that it would be delivered on Thursday, this worked out as the bed I was replacing would not be needed till Friday. I called Wednesday to make sure it would be there I also called Thursday morning, after a couple minutes waiting on the phone while he checked to see if the mattress was on the transfer truck, he told me it would be there by 4:00 that afternoon. I went to the store at 6:00 (I was in the area) when I was told it would not be there till the next day (there was not enough for them on the truck so it did not stop). I went across the street to another furniture store and picked up a queen mattress set for the same price. I went back to Mattress Firm and ask the gentleman to cancel my order and refund my money. They took the money out of the account with in 5 minutes. It has been 4 hours and the store is closed and the money is still not back in my account. I wonder if I will get my money back? Now that is has been more then 24 hours I called the store and was told it takes up to 5 business days to get the money back into my account and that is the way corporate does it. I guess that means they can steel the money from me till they decide to pay it back of I forget about it. I guess I will...