Mattress Firm Clearance Center Oceanside — Hotel in Oceanside

Update: They clearly didn't even read the review. We GOT the mattress from another MF store. There were no stains.

Had an issue with our Purple Mattress where the foam was separating from the grid due to a glue defect. We initiated a warranty claim with Mattress Firm and it was approved.

Went and spoke to Amy, the manager. Turns out, a Mattress Firm warranty doesn't guarantee you the same bed; it just gets you a credit for the amount you paid, and Purple Mattresses have doubled in price. Amy told me there was nothing she could do, and tried to offer us other beds, telling us we'd have to pay the difference between $800 to $2,000. This felt unacceptable. We bought a Purple because we loved it and it worked well for us. We had no interest in gambling with a new bed and hoping it worked.

I got a hold of Mattress Firm corporate and was told the following: "I reached out to my next level of support and was advised that the Purple brand has advised they will approve the currant equivalent to the model of mattress purchased with a grid foam separation defect."

We went back to the store, showed an employee the email approving our exchange, and they started to set it up. During this process, Amy called the employee that was helping us and told him that she already told us that they can't do the exchange and that he was not to do it. We then drove to a different store that she was currently at to show her the email in person. She set up the delivery for 9/7. When we asked about the $99 delivery fee, she told us she didn’t charge us, which we appreciated. We later realized that she had entered the exchange as a “001- Comfort.”

When the delivery guys arrive, they take a picture, call someone, then tell us they can't take the mattress because it has "stains" and the exchange is marked as "comfort" and not "warranty." They tell us to call the store and have them change it. We call the store who apologized and said that they would have someone come back out that day or Monday.

After hearing nothing, we call them back the next day and someone tells us that, because the mattress has "stains" they can't take it to the warehouse because it could contaminate things, they mention how this was California law, they told us the mattress was now flagged in the system by the warehouse, and they told us we have to go back through Purple. Why was it going to a warehouse? It’s a defective mattress; it should go to the landfill. Why do stains matter? Turns out, a “comfort” exchange is what you do when you return a mattress during the trial period. We weren’t doing that, but they labeled it as if we were, so the mattress was expected to look new. No one called us to tell us any of this.

I made a Reddit post about this experience and asked for help, because the store had made it clear it was out of their hands.

A store in North Carolina reached out and helped us through it all in under a half hour. He changed the exchange from “comfort” to “warranty” and had a whole conversation with us about how managers hate to do exchanges like this because their store has to eat the cost and it comes out of their bonuses. There was a detail that was on our new receipt that wasn’t on our old one. A line that read “Mattress Setup & Haul Away” for $99. This line and fee missing from our original exchange made us think she knew it was entered as a “comfort” exchange. When we mentioned this to the NC employee, they said, “Not having that haul away sku in there can cause issues with the delivery team too. I highly recommend having it on the ticket. The warranty approval letter mentions it too.”

We felt like the exchange was set up to fail from the beginning, forcing us to have it handled somewhere else. When we told the NC employee about what happened and how this exchange was set up, he said “It was the manager that wrote that initial one up?! That’s wild. Sorry you guys. Crazy.”

This was the worst run around for a $2,000+ mattress that was falling apart due to a known defect. They did everything in their power to make sure our mattress was...

My family and I were first greeted by Aria Yazdi as we entered the store. I have been mattress shopping before and was on the defensive from previous experiences. Aria quickly put me at ease, his approach was very calm yet confident, and in no way was he pushy or made me feel like we had to make a purchase. I brought my 3 children in, and he was equally friendly to them and included them in the buying process (we went in there to buy a mattress for the 4 year old).

After showing us around for a bit we were able to narrow down the right mattress for the little guy, and we thought what the heck we could use a new mattress as well. Aria really took his time and got to know our concerns to help best meet our needs in a new mattress. I asked him a few questions about hybrid vs all foam and he gave me his best assessment, and ended up deferring to Darryl Miller.

Darryl was equally as welcoming as Ari, they both gave off positive vibes, not pushy at all. Darryl was very knowledgeable not only in the products, but also the anatomy and physiology of sleep. I work in a physiology department that trains aviators, helping them get the best performance out of their bodies. Heck, I even give a brief on sleep performance!! I will say that Darryl definitely knows his stuff when it comes to the dynamics of sleep. I can personally verify everything he was explaining was right on the money, nothing made up, no snake oil or B.S.

Darryl and Aria showed us some of the fancier features, to include the adjustable base. Again, my wife and I never felt pressured or bullied into committing to any purchase. They would show us what it could do, would let us get in a comfortable position and would leave us in quiet for as long as we needed to make an agreeable decision. After some comparisons, we made our choice and both Darryl and Aria helped with the checkout process. We took advantage of a finance special and scheduled the delivery. It was one of the quicker checkout experiences I've had, and there were no last minute up sells or hooks (much appreciated). Everything was explained up front and we completely understood what we were paying for and the terms.

We came in during a sale period and ended up saving quite a bit of money on the purchase (talking thousands). We have been sleeping on a rock of a mattress for the last 8 years and I haven't been this excited to receive something since being a little kid at Christmas! When we got home we sat on our current mattress and I couldn't believe we thought it was comfortable when first purchased so long ago. Not to sound snooty, this is coming from a guy who has slept in some places that were not ideal (inside vehicles, abandoned buildings, dirt, rocks, holes in the ground, on top of explosives!) but come on, recovery and sleep is something most people spend the least amount of money/thought/time/effort on but effects our lives the most.

On the way home, we decided we would like to take advantage of a different finance term than what we picked in store. Darryl left me his personal cell # and I sent him a quick text to ask if we could change it. He promptly responded, and even called after to make sure we were getting what we wanted! He assured me that it was no problem, and that his end goal was to make sure we were happy with the purchase and that all of our needs had been met.

Well Darryl, yes you and Aria both met our needs, and then some. I'll update the review (on the mattress itself) once we get some mileage on it. But as for the sales experience, definitely the best I've had, ever, and I've made quite a few large purchases in my lifetime. Keep doing what you're doing guys, they should send employees to your store to get trained in customer service. Seriously, it was that great of an experience.

Update 09 March 2019:

Very happy with the Mattress and the adjustable frame. I haven't slept this good in a long time! The finance adjustment just cleared today as well, thanks again...

Regarding Amy Everett - Sleep Expert

If we could, we would give Amy Everett a 10 Star rating. We already had “top of the line” older mattresses that were still decent but because my wife had neck surgery and I had back surgery this past year we both had different needs. We were actually having to sleep in different beds in different rooms. The mattress in our guest room offered a bit more comfort to my wife than the one in our master bedroom and that allowed her to get a good night’s sleep. We know how important a good night’s sleep is for our bodies to heal and most importantly for our attitudes when we get up in the morning. So, we went to multiple mattress stores (including Costco) trying to find the “just right mattress”. By this point we were exhausted.

When we walked into the Mattress Firm store in Oceanside and met Amy, we told her a little about ourselves and that we had tried out so many mattresses at so many different stores. She was a good listener and knew exactly which mattresses to direct us to. She was very professional and spoke with knowledge and confidence.

One of the mattresses Amy suggested was a Temperpedic,Tempur-Adapt Medium which we could both Finally agree upon. After getting our information, she processed the sale and also gave us a gift of a set of beautiful Tencel sheets to fit the mattress. I don’t know how long that promotion goes on but we were thrilled with these sheets as well. So, we are back to sleeping together in the same bed and waking up feeling refreshed and invigorated. Thank you Amy!!

PS. The delivery guys were awesome too! They came at the exact time frame we were told they would and spent less than 15 minutes bringing the new mattress in and taking one of our old mattresses away. Obviously wearing masks at this time, they had a perfect process of taking extra care when coming through our home. They unwrapped the plastic from the new mattress then used that same wrap to take the old mattress away, along with all the leftover packaging. They were so friendly, personable and efficient!! You could really tell they wanted us to be completely happy with the delivery. I swear, all these people must go through some kind of “customer service” training.

Rick &...