Mattress Firm Ocala Super Center — Hotel in Ocala

AVOID THIS STORE AT ALL COSTS! I previously bought a matresss from Mattress Firm at another store in a different state and had a great experience. However, after sleeping on the mattress I realized I preferred a softer structure than the one I purchased. I went into this store to make an exchange. A representative named Kyle eagerly popped up to assist when I walked in the door. I let him know that I was coming in for an exchange and he immediately begins to tell me they have 0% apr on financing. I let him know I was not interested in paying more and that I preferred to do an even exchange or something less expensive. He continues to upsell me by telling me that "he just wants to see something " and directing me to more expensive products. I humored him for a second but then became firm with telling him I had no intention of spending more money. He IMMEDIATELY SHUT DOWN. His energy and attitude changed and wouldn't make any suggestions and told me he "didn't know what we were doing here," and told me he doesn't have any product in store that I was looking for. I asked if he could show me some products online and had to tell him my internet was not working just so he would agree to look on their website with me. I was hoping he would give me some ideas of product online that would fit my needs since "he didnt have any in store". He also stated "purchasing online is a crapshot" - He made it very clear he did not want to help me if he was not making any money off me. This tells me that he would have been perfectly fine with selling me something with no concern for my interest or needs, just as long as it benefits him. He then tells me he'll write down the number to the store I purchased from so they can help me because THEY will need to take the hit if I purchase something cheaper.

I immediately went to THE MATTRESS FIRM ACROSS THE STREET and spoke with CHASE. I explained my situation to CHASE and got a completely different experience! CHASE knew he was not going to make any money off of this purchase and yet still took his time to explain and show me different product. I ended up finding the perfect mattress and ended up making a successful exchange!

I would suggest anyone think twice about going into the Supercenter location and just go across the street to the smaller store and see Chase if you want honest service that puts your...

Update: After seeing the reply I received from the store manager I called him and we talked and got everything squared away. It appears to just be a miscommunication . After speaking to Julius I feel very confident in the purchase my mother made and would recommend them for a new bed purchase. I will just say make sure that the communication on all sides is clear. I'd like to give them a higher review because of our salesperson Jason but the rest of the experience has been not so good. To start when we went in everything with Jason was great. We were with my mom looking for a new bed for her. Found something she liked got everything finished up and was told the bed would be delivered 4/1/2022. Got a phone call from Jason the day before stating there was a issue and now the bed would not be delivered until 4/10/2022. Not happy about it but understand stuff happens. The 10th comes the bed is delivered but there were some issues. We immediately called (while the delivery people were still there). Jason was off that day but the young lady who answered offered to help. We explained the issues and she said that she noted the issues and once the guys got back to the store with the paperwork she would discuss the issues with the manager and she or the manager get back to us the next day with a couple of solution options since Jason was off for a few days and they wanted to try to "make it right" while Jason was off. Well here we are now 2 days after delivery and no return phone call from her or the manager. I have called back yesterday and again today only to be told they are both unavailable and to please leave a message and one of them would call me back. Yet no phone call. My mother spent alot on this bed and to be having issues that we can't get resolved is very discouraging. I can't say I would ever recommend them to anyone and it's a shame because Jason is a very helpful...

I purchased a Serta mattress from Mattress Firm when I moved to Ocala 3 years ago. Three years into the 10 year warranty the mattress would go down to the foundation when you sat on it. On the Saturday (2 days before Christmas) I went into the store ready for a big fight to get my rights under the warranty. What I got was an extremely friendly sleep expert (Joel) who explained exactly how to go on to the Mattress Firm Website and file a claim under the warranty. With the information Joel gave me out of their computer from the original sale and after taking and downloading specific types of pictures explained by the website I filed my claim on a Saturday afternoon. On Tuesday afternoon (Christmas was Monday) at around 4 pm I received via email and the official letter that the claim had been approved. On Wednesday morning I went down (with the letter) and selected a new mattress. By Friday it is supposed to be delivered. Which means in less then 1 week after I went into the store expecting a long protracted fight over the warranty I will have a new mattress (and a back that doesn't hurt every morning). Two things I will tell you that you have to do to protect your rights under the warranty. 1. Buy and religiously use the mattress protector. 2. Leave every tag that comes on your mattress ON YOUR MATTRESS. There is at least one that if removed you will not be covered under the warranty. With the new mattress I plan to take pictures of these tags on the mattress and keep them in a file with the rest of the new mattress information. I found the employee (Joel) knowledgeable and easy to work with throughout this...