Mattress Firm Outlet - Norman — Hotel in Norman

I had the absolute worst customer service at the Mattress Firm in Norman. After I bought from their location, I had follow up questions regarding my order. It was not delivered so all I wanted was someone to help me get what I paid for. The wonderful employee that helped me the first time no longer worked with the company so I had to get someone else's help. Betty, the employee at this location, answered the phone. She lied about who she was when I first called, claiming she was part of a maintenance crew opening the store and could not help. After a few hours, I called again and she answered. When I explained again to her the issue I had regarding my order, she told me it was not her problem that I had to take it up with someone else. The person she referred me to could not help me so I called Betty back. She told me that she can't deal with this and she had a customer. After I explained to her that I was a paying customer as well...needing assistance, she hung up on me. I called back one last time. She told me that she could not help me and hung up the phone again. Since I was living in a different state, I could not go in the store to deal with this in person. I ended up returning what I ordered after Travis, another employee at that location, lied about getting in contact with me about my order. These particular employees, Betty and Travis, were only concerned about commission sales and did not want to deal with customers that have already purchased from the store. I have never experienced this type of treatment as a paying customer. Trust me if you are even thinking of buying from this location, do not deal with these two. They are sneaky salesmen out to get your money and will not help you if it does not...

Don't check out with Steve (Stephen). He can't get his story straight. Say one thing and you end up with another thing. Over all not a pleasant experience with him. He wrote down a hand written ticket with our total wrong even though we made everything we wanted very clear when he began the ticket. He later wanted to put the blame on me for adding attentional items, which was not the case. He even told me that my total would come out to be slightly lower because he rounded up the tax. He held the card we were paying with which was a mattress firm finance card. He took down the card info. He said once the computers where back up and running he would submit the order and email us a receipt. And told us our deliver would be the following Monday, which worked out great because we would be home. Everything sounded great and done. Never got my emailed receipt...the next day I get a call that my card got declined. I had to go to the store to complete my purchase. When he wrong up everything in the computer my total was more than was written on my hand written ticket, he did his math wrong and pretty much tried to blame it on me. I go to pay for ny purchase following his instructions and it get declined once one. Then he proceedes to say financing needs to be processed differently, when he originally took down my card number and held the card in his hand he should have known to processes it properly. And to top it all off the soonest delivery was now Thursday no longer Monday. The whole process involving Steve was infuriating. And even more upsetting is the fact that Steve gets the commission for the sale, not the trainee that...

"I must say, my experience so far has been absolutely fantastic. Usually, I approach stores like this with a sense of dread, expecting the focus to be solely on making a sale rather than providing a satisfying customer experience. You know that feeling when you step into a car dealership, where you're immediately bombarded by egotistical individuals whose sole purpose seems to be draining the joy and life out of you. They then expect you to agree to a ridiculously high 21% interest, 10-year loan for a subpar vehicle, all in an attempt to escape with the last shred of your humanity intact. Well, let me tell you, this was an entirely different story, and it was the best way possible.

Now, let's discuss our representative, Stephen. He was exceptionally knowledgeable in finding the perfect mattress for us. He expertly guided us through the store, acting as a conductor of a grand orchestra. He took note of every subtle difference and paid close attention to our reactions, turning what could have been an overwhelming experience into a smooth and enjoyable journey.

Stephen, we want to express our gratitude for prioritizing customer care above the sale. Thank you for making our experience truly...