Mattress Firm Union Square — Hotel in New York

I just ordered a mattress from this store this evening. However, after I back home and check the “Mattress Firm” website. I realized the salesperson completely “fooled” me and wasn’t honest with me.

1 Dishonest with price Because I want an extra firm mattress. The salesperson asked me to try a high-end “Beautyrest” mattress (over $2000) and said they have the same mattress but just an older version. I asked for the price. She told me is $650. I thought it was a great deal and expressed interest. Later She told me if I order it TODAY she can talk with the manager to give me a better deal which is $500. She also said the deal is about to end today. When I back home, I found the same mattress is listing $499 online, not $650, just $499…So she made up a whole story for the price. Also clearly, it is not an “older version” of the high-end $2000 mattress that I tried in store. The $499 mattress is just an affordable “Beautyrest”. The only same feature between this $499 and $2000 mattress is that they are both “extra firm” mattresses.

2 The salesperson dishonest about the delivery time. She told me I HAVE TO order IN STORE to receive the mattress in 2-3 days. She said they have a warehouse in Long Island so it is fast shipping. If you order online, the mattress will be sent from Huston TX which will take a long time. Aha, If you order online, you can also get fast shipping to receive the mattress in 3 days.

3 ) The salesperson is not honest about the delivery fee and charge me extra.

First, she said NO FREE shipping and the delivery fee is $149 for the mattress. She can give me a discount of $99. I asked if she can waive the delivery fee and she said no. Later, she mentioned $99 delivery fee is delivering a mattress to the door, I can pay only $50 for delivery to the lobby. I never asked or required delivering mattress to my apartment door so I chose the “$50” delivery method. The $50 is shown as “platinum service” in the invoice. Guess what, I found online -“Free shipping to your front door, side door, or garage”. You only need to pay a delivery fee if you choose some special service like in-home setup or removal of your matters, etc.

“Mattress Firm” sells fantastic mattresses for sure. However, this type of in-store custom service lacks transparency and honesty. I would recommend all customers check prices and fees online before stepping into the store. It is a very disappointing experience shopping at the “Mattress firm”...

First off let me say that this was me and my fiancé‘s first experience buying a mattress together. I am almost 6 months pregnant and needed a mattress that I would feel comfortable in and help with my ongoing back pain. Walking into this we were both skeptical and had our guard up about our budget. But let me tell you…And it winded up being such a pleasant and wonderful experience. We got there early and Christopher, who is also the GM, opened up the doors with open arms and asked us immediately what we were looking for. He listened to what we wanted, listened to what we needed, asked if we had any health issues and showed us some products that fit what we desired and would ultimately help alleviate those health concerns. He didn’t try to oversell us and he didn’t try to manipulate our decision. He informed us about the mattress, showed us why they were rated the way the were and gave us time to make the choice ourselves. Which we both appreciated very much. He showed us the products varying in quality and technology and we were allowed to test them out to see if we loved them. After trying many mattresses we found our perfect forever mattress, and we also were introduced to a frame that allowed us to have a massager and also manipulate the height of the back board and where our feet were. It was such a wonderful experience that we would recommend Christopher, the manager that dealt with us, and this establishment to anybody that we know in the future. When all is said and done we left with a smile, shook his hand and never felt better about a purchase in our lives. We just want to say that we thank the Mattress Firm at Union Square and their manager Christopher for having the time and patience to show us our forever mattress. We can’t wait for it to arrive in our...

Bad sales experience saved by good sales experience.

Entering MattressFirm at Union Square, I was assigned Chris, a salesperson who proceeded to pull the worst behavior I expected of a mattress salesman a/k/a used car salesman— evasive answers, high pressure tactics, no patience. I was buying a full-sized mattress (upgrade from a twin) for my 15-year-old daughter who doesn’t weigh that much, but wasn’t sure if she liked foam, or coils and didn’t want a bed-in-the-box experience, but wanted to try/experience firsthand the mattress. I told Chris that maybe we were looking for a hybrid (foam and inner springs) and that my budget was under $600. He said that I couldn’t get anything under a thousand dollars. While that may be the case, he refused to show me anything but two mattresses. Each mattress he showed me was over $1000, and when I said wasn’t sure, he walked away in under 10 minutes, saying that was all there was — .and that I had better make a decision right away because the price that he quoted was a full-bed-for-a-twin price that would end by the midnight that evening (Labor Day).

Luckily, I observed another woman and her teenage son purchasing a mattress with a salesman who was willing to show the sale items. I eventually ended up buying one of the sale mattresses from Marcia, who listened to my purchasing requirements — and the experience ended up pleasurably.

Mattress shopping shouldn’t be like it was in the old days - with pushy, derisive...