Mattress Firm Tribeca — Hotel in New York

My husband and I purchased Tempurpedic (Medium Pro Adapt and Pro Adapt Hybrid) mattresses on through the outlet program at Mattress Firm. The tempurpedic website indicates these are cool mattresses and good for nearly all sleepers, unless you sleep really hot. This is not true. We do not usually sleep hot, and these are intolerably hot, and we have had memory foam for 5 years prior. Because we purchased as outlet, we cannot return. I went to Mattress Firm to discuss, and one floor representative told me that in fact these mattresses will integrate heat over the night and can become really warm, which a customer couldn't know by testing it in the store, where it feels cool to the touch for the 20 min that you trial it. This employee said he would fight for me to get new, cooler mattresses, the “Breeze” type, since clearly I was not happy with my mattresses, and could not have known I wouldnt be when trialing them in the store. However, when I returned to the store and spoke with a different employee, I was told that was out of the question as I purchased outlet and there were no returns PERIOD. Which I would be OK with, if the marketing were not fraudulent and if trying them in the store was actually reflective of what the sleeping experience would be. I was told that I was a hot sleeper and just didn't know it, that I was keeping the room too hot, that I was using a bad mattress protector, that the manager had NEVER heard a single complaint about tempurpedic being hot. I am NOT a hot sleeper, I am a tiny, 105 lb young woman, and I have a medical condition that makes me very cold all the time (except when on that gd mattress), we keep the room at 64F to combat the mattress heat retention, and we have tried 3 different mattress protectors and finally now NO mattress protector, and still, it is hot AF. We still hope somehow this...

This mattress firm has the most deceptive people working there and their sales practice is manipulative and attempts to cheat people. I originally went in to purchase a mattress, saw one I liked, and had it shipped to me. However, I received a defective bed and attempted to get it replaced because the coils of the hybrid bed were sticking out (there was supposed to be a memory foam lining on it, there wasn't one, and I only found this out when Mattress Firm corporate reached out to resolve my problem). And when I attempted to get this resolved with the associate, Marcia Meeres, she attempted to gaslight me by saying that I'm just uncomfortable with the bed and that if I wanted it replaced I needed to pay their 10% restocking fee or 25% refund fee and a $100 shipping fee. She claimed there wasn't anything wrong with my bed, and it was completely normal for the coils to stick out, and it isn't a quality item. If that is the case, then why did she sell me a poor-quality item to begin with? That is a shady sales practice and not a proper way to discuss customer queries. She told me the only way I wouldn't have to pay the fees were to go through the warranty process and when I did that they told me I'm within their 120 trial period and they're unable to process warranties. So not only did she refuse to genuinely help me, she sent me in the wrong directions and the only resolution I got was through their corporate office reaching out to me. I would rather be dismembered piece by piece than ever have to interact with this...

I'm thrilled to share a positive review for the Mattress Firm store in Tribeca--a well-appointed neighborhood gem with an impressive range of options. Recently, I purchased a king-size Tempur-Pedic mattress along with accessories, and I received excellent service and advisory from Jodi and Dylan.

Initially, the mattress I wanted was out of stock, but Jodi and Dylan were patient, communicative, and "kept it real" - at no point did I feel pressured to make a decision. About a week later, when the mattress finally became available again, they reached out right away and worked with me to arrange a safe and timely delivery, even accommodating my hectic schedule.

Throughout the entire process, they remained fair, objective, and incredibly helpful. Purchasing a mattress can feel overwhelming--"analysis paralysis" is real--but thanks to their guidance, everything went smoothly. If you're in the market for a mattress, I'd gladly recommend this...