Mattress Firm Atlantic Ctr — Hotel in New York

Quite possibly one of the worst customer experiences I’ve ever dealt with. What started off as an okay experience quickly went downhill after I received my newly purchased mattress. After about two weeks, the mattress caused me extreme discomfort in my upper and lower back to the point where I had to call out of work. The mattress was uneven in its firmness and sank in the middle.

I called the store, and the assistant manager, Kenny, deemed the mattress defective. I had removed the tags from the mattress, and the assistant manager was reluctant to help because of law tag policies that he never explained to me during my first purchase. If this was so important in issuing a return, why was it never mentioned?

I jumped through hoops trying to speak to management for four days, and when I finally did, he lied to me and said he had tried to contact me, claiming my voicemail box was not set up to receive messages. During our meeting, he straight up admitted to lying to me when I called his bluff on details about my mattress: “I said earlier that I didn’t hear about this, but I lied—Kenny (the assistant manager) mentioned that to me.” How unprofessional.

I didn’t get anything rectified until a week later, after experiencing back pain, when one of the sales associates, Robert, helped find a mattress of the utmost quality that cost me no extra charge. Neither of the gentlemen in the management team were as helpful as him.

These guys are the WORST. They have no accountability for their lack of communication, customer service, or problem-solving, and they point the blame at consumers when they’re out of options. More importantly, they lie to you when you need help the most. I’ll never return to this location again, and I encourage anyone else to stay...

worst customer experience of my life. if i didn't call them repeatedly, i'd never get my refund for a piece i told them i did not want and never had delivered. i have been trying to get this refund for two months and only got it because i threatened to call corporate and file a complaint.

additionally, they told me i could finance my mattress while i waited for my insurance money to come in. (i had a flood from the apartment above me and it destroyed my entire bedroom.) i signed up for a credit card and didn't realize i was signing up for a credit card through synchrony bank because i did it over the phone. the whole purchase was predatory - it took me two months of calling corporate to get my money back. not once was the term "credit card" mentioned to me. the reversal of this ALSO took two months but was way more aggravating and ACTUALLY required corporate involvement because the manager refused to issue me a refund and allow me to repurchase on my already-established credit card. it was truly insane. all because they want their commission, they want to hit their credit card sign-up quota, and don't care that the customer's credit takes a hit when this happens. because they don't explain it's a credit card.

and good luck getting through to corporate. it is only by the sheer willpower i possess and my protectiveness over my credit score that i persevered. you have NO idea. good luck to you and my deepest sympathies in advance if you ever have to deal with anyone or anything related to this place other than a simple transaction -- or so you think.

i hope to never have to do business, or communicate, with this establishment for the...

I felt unwanted like I was a bother to the employees, English isn’t my first language I understand it but can’t speak it pretty well, I asked for a translator and there was no one available, I had one of my daughters translate for me through the phone but the workers tone was off and he really wasn’t helping or trying or put any effort, at the end i bought a mattress but the key to a good salesperson is communication and a good attitude, I felt like I didn’t receive neither of those. I needed the mattress either way but my experience made it feel like I bought something they offered they really didn’t try to show me or convince me or recommend me any good mattresses, they only showed me a few and said pick and thats it, in the past I had purchased a mattress from mattress firm just a different location and the service was spectacular and they made me feel welcome and helped out and gave me details on the mattress and that was only one person during that time. Today there was 3 workers and not a single one showed interest, not what I expected for today, I felt like I didn’t deserve to be treated that way nobody deserves to feel unwelcome just made me feel unappreciated uncomfortable and unwanted, like they was trying to get rid of me or couldn’t wait for me to leave, simply they just didn’t want to help, they just didn’t want to be there. No good work ethic very...