Mattress Firm New Milford — Hotel in New Milford

Your associate Tom was great. He explained everything clearly and concisely, pointing out the pros and cons of each mattress and base. Dealing with Synchrony bank was a totally different story. They first have you fill out a form online and then proceed to asking you the exact same questions over the phone. They then have you make a video and take a picture of your driver’s license (how are you protecting all that data?). After you submit all that, they call you back and ask you the same exact questions over again. The process for getting my mortgage was infinitely easier. And to add insult to injury, I asked for an amount close to my purchase and was given an amount 4 times as much. Why would you do that? You do know that whole amount goes against my credit rating. There should be a law against this kind of thing.

By the way, Tom really deserved 5 stars but I had to take something away for the Synchrony Bank...

We purchased one of their best sellers for use at our new home. The mattress felt durable and comfortable in the store and the process was far simpler than the department stores we visited prior. The delivery became an issue when their call to me was apparently auto-rejected as spam for some reason, and I didn't hear the door bell when they indicated that they rang, resulting in a missed delivery. Moving is stressful enough, even when things go smoothly, so this was upsetting to us.

It turned out to be equally upsetting to Kevin at the store, who we called that evening. Kevin is clearly dedicated and deeply invested in his commitment to the customer. He investigated with the delivery crew (that evening) and called us back promptly. He relayed the problem to his manager and in sum, they resolved the issue in a way that exceeded our expectations, which is respectable and deserving 5...

Great in-store service, TERRIBLE delivery

Laurie was attentive and helpful in helping us find new mattress. Would definitely purchase through her again. However, the delivery service was down right terrible and the delivery men were rude, careless and disrespectful. The men involved should not be trusted with furniture that people spend their hard earned money for. The “Red Carpet delivery” is a false and unprofessional grotesque overstatement, and the main reason why I would be hesitant on recommending to friends and family. The in-store service deserves full stars because of Laurie, but once again the the delivery men ruined everything and the overall experience. A person should never feel disrespected in their own home, all while having their walls and...