Mattress Firm Morris Plains — Hotel in Morris Plains

Just sharing my honest experience, nothing personal here.

The Product: The mattress I bought was a second hand (from clearance sale, sanitized by Mattress firm and legally could be sold for 50% of its original value). It was very good. No complains here. Probably the best mattress I have in my house (compared to the other 2 I own now)

Sales executive: Richard was the person who sold the mattress to me. Found him inviting initially, but as conversation progressed, found him intimidating. Sort of exerted pressure on me with his dramatic behaviour. Few instances are: When I was on phone twice (to wife, and brother) to hear their opinion and finalize the purchase, Richard was literally interrupting like "By the time you decide, maybe someone else will buy the mattress, I'm just saying", "You don't need your wife to decide on what mattress you sleep, it is your choice", "You are a wise man, you can make your decisions". All these words were crossing boundaries - is what I felt. He also mentioned like "You are my family, I will try the best discounts, even if that gets me fired out of the job". Sounded a bit cheesy for me. I understood his gesture that he wanted me to feel comfortable and convincing during my mattress shopping, but I felt it the other way. To top it all - he was asking if I could quickly give a five start rating, then and there, by opening up my phone for the service he has given. Not all customers could deny on their face by not doing so. I refused stating once I receive my mattress, and purchase is complete, I shall review both product as well as customer service.

Mattress delivery: I chose pick up option in order to save $100 delivery charges - as it was just a TWIN XL mattress. As a customer, I expect the store people to help me load the mattress out of their doors into my van. But, it was just me. I think his name was Jeff or Geoffrey. He seems to work across multiple locations and said he was always busy. He made sure that I signed the forms before I could lay my hands on mattress. He did not walk through the mattress' condition (this being a second hand, they were supposed to show if mattress is in acceptable state before picking it up for delivery). I helped myself by pulling mattress from the back, laid it on a bed and did inspection. Later, pulled it all the way to the entrance to load it into my van. The least expectation was atleast to help with the store door to open while I move the mattress. Even that was not there, I pushed myself through those doors.

A good mattress, but a bad...

Needed a new mattress for my daughter's (Age 15) loft. The sales associate, Kristopher was great. Very nice, helpful, knowledgeable and NOT pushy. Truly let her choose what she liked, and grave her the option to walk alone (with me) to try which ever she liked, and find the one that fit her best. There was a great many to choose from and she was able to try every one she wanted too and every pillow / mattress combination so she could find the set perfect for her. On a side note, while we were testing to see which ones she liked a group of 4 or 5 20 something like ear old guys came in needing (and I quote) "two queen size mattresses on the not expensive side, but we need them tonight". They were a little rowdy, but the sales employee handled the situation with grace and mercy, found them exactly what they needed at his store and called around to other stores to find one that had the other one they needed in stock. He rang them up for what they chose got the one from his warehouse area and the sent them to the other local store to pickup their other one. What could have been uncomfortable for my daughter and I was no big deal and entertaining to watch. Back to us, after my daughter found the best combination for her (loft, sleeping combination and back pain relief) he rang us up. The pillow was in stock and he got us a delivery date within 2 weeks. I will admit it was way more than I was hoping to spend, however I tested it as well and could instantly feel the difference between the style she chose and the "cheaper ones" the 20 somethings bought. I honestly believe that this will resolve the back problems she has been having, and the best part is 4 month trial period and the 10 year warranty on it. I highly recommend the Mattress Firm in Morris Plains, and sales associate Kristopher. Great service, easy to find (and park) location and the sales associate...

Sue, you are an absolute ANGEL and a true professional. You are extremely skilled at your craft and customer service is absolutely your forte. My husband and I were in need of a king size mattress and Sue helped us in store. We spent like 2.5 hours trying the different mattresses and taking our time to see which one fit our needs best (we came in thinking we wanted firm, left with a medium). Boy, did I not realize how sophisticated mattresses can be! Sue educated us on the different technologies and advancements in the various mattresses and man, it was life changing! There’s no way you can purchase a mattress online - I learned that day that it has to be purchased in store, you need to try them, and you need a good sales expert to guide you along the way. We had such a wonderful experience at this location. At first, I wanted to check out multiple places, but I had such an amazing experience that I didn’t want to bother going anywhere else.

We needed some additional help with something post-delivery over the following days in which Steffany helped us and she was absolutely fantastic as well. Extremely communicative, called us consistently for updates and was a joy to talk to. Overall, I’m just so impressed at the customer service skills of both Steffany and Sue - this is a dream team for sure. I had such a fantastic experience, will be back again in the future. Delivery was perfect, fast, effortless.

If you need some serious help selecting a good mattress, you have to visit this particular location. We have been using our mattress for a few days now and are in love. It really makes a HUGE difference selecting a good one. Worth the investment.

Sue and Steffany - Mattress Firm is so lucky to have you! Thank...