Mattress Firm Outlet - Mt Zion — Hotel in Morrow

I based my decision to shop at this location on being in the area at the time and the positive reviews that I read online. My experience was far less than ideal. I went in on Friday, June 29th and was told that by my salesperson (Lawrence Pope) that I could get free delivery if I went ahead and bought the mattress that day. I decided to go ahead and buy it. When it was time to pay, I was given a lame excuse why he could not give me free delivery. The adjustable base was allegedly on backorder until August 2nd and the system would not allow him to give him free delivery that far out. I knew that the excuse was BS, but I was not in the mood to argue. I should have walked away from this sale at that point, but I wanted to just get this mattress buying task taken care of. That delivery date was fine because I knew that I would be on vacation that day and would not have to miss work. Not even 5 minutes after I left, I received a call from Mr. Pope saying that the backordered item was in stock (yeah- it's a miracle), so I immediately asked about the free delivery. He stumbled and backtracked and admitted that he could not give me free delivery. He said that he misspoke. Again I did not feel like arguing, so I let it go.

The next day, the items were delivered, but the adjustable base was damaged, so I refused that part of the delivery. I called the store and spoke to the salesman (as I was instructed to do by the delivery personnel), and he asked me had they scheduled delivery of a new one. He knew that he was the one that had to reschedule the delivery, so I don't even know why he asked me that. I asked him again about the delivery fees. I felt that they should have been refunded in light of the problem with the delivery and especially considering that he should have found a way to honor what he promised in the first place. He said that he would call his manager and see about the fees as well as getting me a new base delivered today (Sunday). Not surprisingly, he never called back. I called today and spoke to someone named Ceaser that identified himself as the manager. He said that he did not know about the problem. He made excuses for the salesman not scheduling a new delivery yesterday or even calling me back. When I mentioned the free delivery that the salesman promised and then rescinded, he tap danced around that. Just because I didn't mention it again after he changed the subject didn't mean that I forgot. Of course the delivery is set up during hours when I have to be at work tomorrow, so now I have to be inconvenienced by getting off in the middle of the morning to drive home to be there by 12:15 for the new delivery window. According to the manager, there is no way that anyone can try to request a different delivery window. He asked if I wanted a free pillow or a mattress pad. I took the mattress pad, but I still want my delivery fees refunded, and I will be contacting the district manager/the corporate office/whoever to attempt to get them refunded. They should stand by what they say regardless. I felt that I was told whatever needed to be said to get the sale, and they could care less what happens after the sale. I will not make an assumption about all Mattress Firm locations or all sales personnel in their stores. I can only comment on this one experience. I was given a card for referrals, but it will be a cold day in Georgia in July before I refer someone to this...

Jane, our sales person, was fantastic! She listened as we shared our experience of recent mattresses and how they had left us needing something both of us could have support from. She is a great problem solver to have recommended for us to try several mattresses. That alone allowed us to move easily about the store with her giving us info about sleep, back/body support, what happens to mattresses over time, etc... She was very knowledgeable. We were able to finally decide and Jane took care of us in every way in the paperwork process. We felt cared about vs. just being sold a mattress. How different! It's very awesome in this day and age, with so much changing, to still find people like Jane who care about people in what they do. There isn't anything we don't know about our purchase as to our guarantee, return policy, test period, etc... or that the features of the bed will serve our needs.

People don't usually say this about mattress shopping, I rather imagine for most it's as much of a chore as having to get a tooth pulled, but we had a Great Time!

Thank You...

I'm honored to give a review on my mattress purchase. Being that I'm unable to go to in-store shopping, I've been super lucky to experience true customer service from sleep specialists, Lynn and Leslie. First they took time to hear my necessary needs from a good mattress. I applaud them for their attention. My first purchase was in May 24. However, I had to make an honest call about my mattress. Unfortunately, it wasn't working for me. The sleep specialist listened and was able to point out with the mattress I had, why i had an issue when using my mattress in a certain way, and what i was feeling and why. Turn out to be "not just my imagination". Of course, we all know when our butt hurts. I will ALWAYS RETURN TO MATTRESS FIRM and will highly recommend them. My new chosen mattress will be delivered in a few weeks. I have faith in all I do, and I'm sure me and the new chosen mattress will be just fine. Thank you, Lynn and Leslie, and Mattress Firm. What more can I say...have a Blessed Day. Delane,...