Mattress Firm OFallon — Hotel in O’Fallon

This review has mixed experiences, when we first went in and bought the mattress all went well, the salesman was helpful and we had a good experience. The mattress we bought started breaking down shortly after buying it and we had to have it replaced before the 120 day warranty was over, granted we didn't spend a fortune on the mattress but still it shouldn't break down that quick. The issues started with the staff a month later when the second mattress broke down even quicker and I called to return the mattress and get a refund.

I talked to Rich and he told me he would get the refund started and call back to schedule a time to come pick it up, he never called and did not start the process. I called the next day and spoke to the sales rep, not Rich, and he asked if he could call back as he had customers he was helping, two hours later he never called so I went to the store. He never apologized for not calling but he did get the refund process started but informed me that the refund would not process for at least 10 days, not happy about that but what can you do. Fast forward a week and they have picked up the mattress and still no refund so I stop by the store and the sales rep was not happy as I shared my story with him when he had a showroom full of customers, oh well. He told me to take it up with corporate about the refund as he was pushing me out the store.

I called corporate and they do not have live people taking calls for customer service so I initiated two live chats, both disconnected the chats before the issue was resolved or answers were provided. So I called and spoke to a sales rep and asked to speak to someone who could help me, he hung up on me after he interrupted me and I firmly told him he needed to listen to me and not interrupt. The only thing this person told me was that I had to deal with the store, a little contradictory if you ask me, sounds like no one wants to assist the customer unless they are selling and making money. If you have problems with a purchase then they are less than...

My wife told me to go and buy a new mattress, after almost 20 years I suppose it was time. I was not keen on the idea remembering the process was 20 years hence was less than fun. One resulting in buying a mattress that was returned largely due to a salesperson who was more concerned with making a sale than having a satisfied customer. That being said my recent experience with David the store manager at the Hwy K location in O'Fallon was just the opposite. David was first and foremost knowledgeable about his product and after asking a few simple questions about my sleep habits personally guided me through a very thorough selection process. The mattress in his store are all color coded, red, yellow or orange depending upon the degree of firmness. Once he determined from my answers that yellow would best suit my sleep habits we went from bed to bed and sometimes back again until I had a "Eureka! I found it experience." I was not yet ready to buy but David quoted me a price, gave his business card, assured me it was the best price I would find and I left electing to wait for the mattress mania that is President's Day. Mattress Mania provided no better price (waiting was my wife's idea) so appreciating the outstanding customer service David showed me weeks earlier I returned to his store and bought my new mattress. I highly recommend David if you are looking to purchase a new mattress. He...

Rich was a fantastic help. We knew exactly what we wanted when we came in, but do to the Coronavirus Pandemic, they didn't have any floor models since the plants are just trying to keep up with orders. We had gone to another store that was fortunate to have the series of mattress we liked, but didnt have the firm version. We went first to the Matress Firm location and had a terrible experience with the apparent area manager in that store who said there was no way he could order what we were looking for. Once we said we were only interested in that series and model, he looked at us, said he couldn't help us and went to his desk and sat down. That's when my husband and I walked out, looked online at Mattress Firm's website and it would allow me to add what we wanted to my cart. Since we were able to do this, we wondered why the store wasn't able to order. So we headed to the HWY K location, explained to Rich all of the details above and he sat down with us and found he was able to order for us, which then gave us the ability to exchange if we aren't satisfied with the mattress we bought.

Rich went right to work when we came in, believing that we would order through their website, and was attentive and followed through with the best customer service we could have...