Mattress Firm West End Avenue — Hotel in Nashville-Davidson

I bought a mattress from a woman who says she was a manager at the west end Nashville store on Monday night, to be delivered to a home in another city that is not set up to live in yet. I was told it was in stock there and delivery was set up for today, June 5th. I was told I would be contacted the night before with a delivery window, but was not. So I had to drive early in the morning (5am) to wait on the delivery for the full window of 9am to 9pm, taking a full day off work, only to not have it show up. I tried contacting mattress firm several ways for 2 days to get more info, and was only directed by robo chat to a screen that said my delivery was coming on today’s date with “being scheduled” under the arrival time. There was literally no way to get to talk to an actual person, or to leave a message to be called back my someone in customer service. The specific store I purchased from would not answer any of my calls all day, but seemed to suddenly pick up on the second ring when my husband called from a different number. They didn’t seem to care that they dropped the ball on delivery and communication and told us there was still technically an hour left in their 12 hour delivery window. It is now past their latest delivery, with no mattress, and I am having to make plans to sleep on a hardwood floor. If I had at least been told earlier that it was not coming, I could have actually left the house today and made other arrangements. As an interior designer, I am appalled at the complete lack of competence and customer service. I will never come here for my or my clients’...

Absolutely appalling experience with Mattress Firm West End (Nashville) and their delivery partner, Diverse Logistics.

A few days ago, while delivering a mattress to our neighbor’s house, their delivery team hit and broke our mailbox. Instead of knocking on our door (we were home), leaving a note, or providing any kind of contact information, the two delivery men simply picked up the broken mailbox top and left it on the sidewalk like nothing happened. We have provided the company with all of the footage from our security cameras.

No apology. No accountability. No human decency.

We’ve now spent multiple hours emailing, calling, and jumping through hoops with their claims department just to try and get this resolved. Mattress Firm and Diverse Logistics have refused to take any proactive responsibility, requiring us to get multiple quotes just to fix their mistake — costing us even more time, money, and energy.

The customer service has been horrendous, and we’re now being forced to file a police report and press charges to seek justice. The burden should absolutely not fall on us.

I will never do business with Mattress Firm again and strongly advise others to steer clear. This has been one of the most frustrating and disappointing experiences I’ve ever had...

I bought a floor model, which is fine - but it was not disclosed that it had a 1" tear on it. It looks like the tear occurred during shipping because it is in the same location as a tear in the plastic covering that it was shipped in. When I asked for a remedy, the manager, Harie, told me there was nothing that could be done except to give me a mattress protector. Worse than the tear is that the mattress absolutely reeks of cigarette smoke, which I didn't find out until I took the cover off a week after buying the mattress.

I've purchased floor models before and gotten very good deals on basically new mattresses. The mattress that I was sold is trash - the mattress that I got never should have passed inspection and never been passed back on to a consumer. Ryan, who sold me the mattress, is not at fault and he deserves 5/5 because he couldn't have known, but Harie is a poor manager and does...