Mattress Firm Newport — Hotel in Newport

The store representative didn't listen very well when we entered the store. We had done our homework and were interested in a few specific mattresses based on our prior experiences and needs. However, he seemed intent on following his script and wouldn't let us explore those mattresses until he decided. Additionally, he seemed to get upset when I didn't like some of his suggested pillows or declined his offer of an adjustable foundation.

Unfortunately, the mattress delivery was also complicated. The delivery crew came on the selected day, however, it was not the correct mattress. When we showed the crew, they were very responsive and quick to take the incorrect mattress back. However, when they returned later that evening, they brought an opened/used mattress. We were also unable to accept that mattress. The next day, we heard nothing from the delivery crew, the warehouse, nor from the store representative. When we called the store, the representative we'd been working with all along (Reggie) stated there was nothing he could do, but we were welcome to drive to the warehouse ourselves (in a different state) to pick up the king mattress in our car. When we told him we couldn't do that, he said again there was nothing he could do, and we would have to wait until the next available delivery day. We told him this was inappropriate, as we had already had our old mattress returned based on the prior promised delivery day. He hung up on us. At the end of the day, Reggie drove up to the warehouse and dropped the mattress off on the sidewalk in front of our house.

Overall, it was a very disappointing experience from a customer service perspective, and I can't, in good conscience, recommend this store to...

I recently purchased a mattress and an adjustable base from Mattress Firm, and the experience has been nothing short of frustrating and disappointing. I was initially promised that the adjustable base would work seamlessly with all bed frames. However, upon installation, I found that the legs were far too short, and, to make matters worse, the drawers built into my bed frame made it impossible to install the base as expected. When I reached out to customer service, the initial suggestion was to “add wood” to make up for the short legs—an unhelpful and impractical solution that didn’t address the real problem.

After finally speaking to a manager, I was assured the adjustable base could be used without legs, but this ended up damaging my bed frame. Despite my continued calls for help, no one ever followed up or offered a solution. It was incredibly disappointing to be met with broken promises and misleading information, especially with a product that was sold under a “non-refundable” label. I was ultimately forced to spend extra money on Amazon to purchase additional legs and materials to reinforce the damaged frame.

This experience has been incredibly frustrating, and the lack of accountability and customer support has left me feeling deceived. If you value honesty, product quality, and reliable customer service, I’d strongly advise looking elsewhere.

P.S. The 2 starts are for the mattress otherwise you'd be...

Matthew Cox has been a very helpful agent but I can’t seem to get this order placed. Yesterday Nov 17, I went to the Newport RI store to place the order. For some reason, Matthew could not enter my address for delivery on the sales order form. I sat there for 20 minutes til he finally said he would email me a link to place the order. I went home but never saw the link. Turns out it was sent, but ended up in my Promotions box instead of my Primary box. I tried to open the payment link but got a message that the sales order number is invalid. The sales order number on the link is missing the last digit. While I was home yesterday afternoon, I tried calling and emailing Matthew. He didn’t answer the phone and I didn’t leave a message. Why don’t your salespeople have a card with an email address a phone number??? The difficulty in reaching Matthew is extremely frustrating. Now I just called your 877 customer service number. Also very difficult to navigate and I only got a run around from someone who could not understand that I just wanted a link to the correct sales order number to place the order. At this point, I’m thinking it’s all a bad sign and should not purchase from Mattress Firm. Very...