Mattress King — Hotel in Nashville-Davidson

-Edited below to respond to owner-

Worst mattress buying experience I have ever had! At the initial time of purchase, our sleep concerns were not heard and we were convinced to buy a mattress that has been terrible.

When our sleep trial window was up, we went back and found a different mattress we really liked but were then told the exchange had to be within the same brand. These details were not made clear to us with the original purchase.

When we couldn't find anything within brand in their store that we liked, we were told to try different retailers and they would be able to order something for us. We found a mattress we loved at a different retailer that was the correct brand but then were told this particular model was not available for them to order even though you can order it directly form the mattress company online. When we asked if we could be refunded since there was nothing in store, in brand, that was satisfactory we were told that wasn't an option.

They suggested a mattress that maybe we could tolerate but it was much lower quality and the price difference wouldn't be refunded either. I was hoping a family run company would have better service than a larger store but I will never return and will eagerly send business away form them.

EDITED

We were only shown two mattresses when we were shopping initially. The one we purchased and one at a higher price point. Sure we could have taken the time to look around and ask more questions, and yes, we were given ample time in the store when choosing, but as someone who has had sleep issues, choosing a new mattress is incredibly stressful and I do rely heavily on the advice of the sales representative. So I spent the whole time just going back and forth between those two mattresses.

Yes, we appreciate the added 30 days but feel the initial 60 was not even close to enough. Our mattress was not broken in by 60 days and giving us an extension helped your company by trying to give us more time to decide it was going to be comfortable so you would not have to absorb the cost if exchanged.

No, we did not read the comfort exchange paper thoroughly enough when we signed it or when we were coming to the store for a new mattress but this pretty major detail was not stated when we made our initial purchase which feels a little underhanded since that does limit the options for exchange considerably. It was also not mentioned by the employee in the store when I returned to look for a new mattress until after I found one in a different brand that I was happy with even though she knew I was looking at other brands.

I understand that you may not carry every mattress but why was I advised by your store employee to try mattresses at different retailers around town because you could order something else when really that was not the case. She could have at least added “as long as it is one we carry” so I would know what to look for.

In the last few weeks I have spent hours upon hours researching mattresses and mattress quality and mattress material. I have spent time on the phone with customer service from the brand asking them questions about their mattresses and the materials and how they compare - The mattress that was suggested to us (whether by your employee or the manufacturer) has a coil density of 825 which is not even close to the 1255 coil density of the mattress we were asking about. My understanding is that a higher density count generally means a more durable mattress. Perhaps the initial feel may have been similar but it would probably wear out a lot sooner and one of the main things we were looking for initially was a more durable mattress that we wouldn’t have to replace after 2 or 3 years.

At this point I have read, re-read and read again the exchange policy paper we signed (Version 7/1/22). NO WHERE does it say size for size. This paper is the only information we were given. If this or a more extensive policy exists, I have not been able to find it on your website. I...

My sons and I were in this store on Sat. Jan. 5, 2019 to purchase a mattress for my oldest son who was moving to the Nashville area. His mattress had gotten wet due to rain getting into the U-Haul he rented. We told them we didn't want to spend a large amount on a mattress. They didn't have anything on the floor he really liked so he asked about anything on clearance. The lady behind the desk told us they didn't have ANYTHING WE COULD AFFORD. We left and bought a mattress at another store. My son and I have both worked in customer service for years and never would that response be acceptable to say to a customer. I would not recommend this store to anyone because of bad customer service. Also when I called the store to express my concerns the lady was not very pleasant and then tried to sell me a mattress. The correct response from her should have been, "I'm very sorry for the way you were treated. We will address your concern to make sure it never happens again." End of conversation. At that point this review would have never...

We've spent the last 6 months trying several boxed mattresses and hating them, and I developed some bad lower back pain from the latest. I wish we had come to Mattress King sooner - Carissa was the most helpful mattress sales person we spoke to, and we spoke to many across different stores, some that were even high end. None compared to having Carissa guide us through our options. She clearly has a system for leading people through the showroom to assess firmness and material preferences, and she educated us a lot during the process. You can tell she takes pride in helping her customers find the right one in a good budget. I feel safe too that if we do have an issue with our mattress down the line, I won't have any issues getting it resolved because I really felt like they want to know if a product they are selling fails their client. But it's been one week on our new Serta, and my back pain is almost gone and I've slept...