Mattress Firm Racine — Hotel in Mount Pleasant

At first I had a really good experience with Gabe from Mattress Firm in Racine, WI. I told him how much I struggled finding the right mattress and how I'd been through probably 5 shipped-in-a-box mattresses already that all didn't work for me and he seemed to sympathize. He offered a discount on the mattress I seemed to like in store, and let me know that I had to keep my mattress for at least 30 days but could return it after that with no hassle.

It's been about a month and a half and I'm pregnant and unfortunately I wake up with lower back pain every morning on this bed. I let him know this and said I needed to return the mattress and wait on buying a new one as we still have our old one and that one isn't giving me pain, and with a baby on the way, we need to take our time and figure out if - financially - we can even afford a different one.

#1: He didn't even tell me congratulations or that's great or anything, not that it was necessary but it was rude to ignore the good news. #2: He tried talking me out of it and when I said the restocking fee sucks but we really don't have a choice right now so I suppose yes we do have to return it regardless, he told me they're not a rental service so I need to pay $250 to restock it, and then went on to make sure to say that they would be inspecting it to make sure I hadn't done any damage to it.

I just think that there was a lot of "kindness" and willingness to work with me when I was buying a mattress, but when I said I needed to return it and need some time before choosing a new one, he became rude and inflexible. I'd never ask for special treatment, but it's not good business to respond this way.

I won't be going back here again,...

My husband and I are thrilled with our shopping experience at Mattress Firm in Racine. Sleep Expert, Christine, was wonderful to work with and so helpful! I explained our specific needs and she guided us to several options and we had a great selection to choose from. Christine answered all questions, was knowledgeable, professional yet friendly and we never felt any pressure from her. We left the store to go back home and evaluate, returning back to the store an hour later with our decision. We made the purchase on Friday and were able to get our selection delivered to us on Sunday morning. (Note: they also sell pillows, mattress protectors and sheets at Mattress Firm). The delivery team also did a great job removing our old mattress set and putting in the new. Was so wonderful to get a good night sleep on our new mattress set! I want to note that I had shopped at other places for a new mattress before MATTRESS FIRM and I am so glad we stopped there and had the opportunity to work with Christine. Thank...

Pierson was very welcoming and professional. He was also very thorough in making sure that we reviewed all options available to us and responded to all of our questions without hesitation. He made this a fantastic experience. Unfortunately these days sales associates look at their jobs as a task and take no pride in what they do. Not Pierson! He epitomized excellence in customer service and you could tell he loved his job! Great hire there! Now. let's talk delivery. These delivery technicians showed up late and did not have any tools to disassemble the old bed and prepare the new bed. It was 9:30 p.m. before I knew that I was going to have to take apart the old bed. All questions I made sure to ask in front of the purchase, just to be prepared. The technicians told me that it wasn't their job. Very unprofessional experience from an otherwise great sales pitch. Thank you,...