Mattress Firm Rookwood Commons — Hotel in Norwood

Jamie and Paul, at the Mattress Firm location, that my final purchase for a bed was made were wonderful!!!! They both went above and beyond to assist me. You as a company need to keep them employed, praise, appreciate and give them raises for their efforts. They're efforts saved your company's reputation with me.

When I went online early in December your new Chat people, kept telling me that I could only get abed in a box...Wrong. I called the Mattress Firm, Rockwood location, and Jamie assisted me in going online to make a purchase and to tell me the Chat system was new.

When I didn't get an email after 5 days as to when my delivery would be I called Jamie again. Jamie was able to tell me that the delivery date was going to be December 26, 2021. Jamie told me that the delivery people should call me by December 24, 2021 with a 2 hour window when they would deliver the mattress.

The morning of December 24, 2021 Jamie called me. Jamie had received a print out showing $0 paid, $0 due, but quality 1 for the mattress I purchased online. I informed her that I was just about to call her. I informed her that on December 23, 2021 I received a text that an email would be coming about my delivery date. I then received 1 email saying my delineate was going to be delayed. Then a short time later I received another email that they didn't have the inventory the vendor had not sent the mattress...they didn't know when it would be in stock.

Disappointment is what I had. This new mattress was to be the bug purchase, a Christmas present for my daughter.

To conclude the compliments for Jamie and Paul's efforts....the work to assist in a better resolution to this disappointing and chaotic mess that had been made by a new system are Greatly Appreciated.

With Sincerest Thanks, Adriane & A'dianna ( my daughter whose is getting the new...

The rep at the store was great and she catered to what we were looking for. No complaints there.

We were told our new mattress would be delivered on 01/03. We changed our work schedule to support this delivery. By 6:30 that evening when the mattress still didn’t arrive we called to see what was going on. They told us there was a delay in the mattress delivery and it would not be here until 01/06. We received no notification of this. After relaying this to the rep on the phone they told us that supposedly an email had been sent about the delay but we would get another email and a phone call the evening prior to the delivery giving us a time frame of when the delivery was to happen. Its 01/06 and we have not received any updates or phone calls about delivery.

We understand we are living in a pandemic and hold no fault to the delays because of that and anything else impacting the delivery with the manufacturers. BUT out of respect for customer care we do not understand why we are not being communicated to or being notified of delivery delays. We do not have a job that can be flexible to be readily available without some notice to our work.

Please improve on the notification services for delivery.

Update: followed up with the store and the rep corrected the issue. We really do appreciate the store-we know they are...

Let me tell you why I adore Ms. Jamie. I had to have been to at least six different stores to try to find a mattress. Every sells person I came across was pushy and not super knowledgeable about the products. I went to Mattress Firm with low expectations. I was greeted by Jamie and was instantly out at ease. First, she was just so patient and kind. I told her that I was over mattress shopping and she really listened to what I didn’t like and then asked me a few questions to get me the best recommendations possible. Second, Jamie was incredibly knowledgeable about each product and everything she recommended for me to try was enjoyable. I have pain in my shoulders and hip, which has made this process even more frustrating. Because of her recommendations, I had a solid three or four options to choose from. She told me to spend a few minutes on each then to cycle through them again. She never rushed me; she actually encouraged me to take more time on each mattress, which I appreciated. I found the perfect mattress and base and pillows. I went into the store COMPLETELY over the entire process and ready to just buy a mattress from Amazon. I left the store knowing that Jamie really listened and cared that I found the perfect items for me. I will tell anyone I know who is looking for a mattress to go see Jamie because she...