Mattress Firm Olathe Station — Hotel in Olathe

TL;DR My experience was unusual and I understand that, but...Mattress Firm was great up until I gave them my money. Sales process was great and low pressure. Open box options were good. Delivery processes are archaic, inflexible, and you'll get different information from everyone you talk to. People will not call you back when they say they will. And if your experience IS like mine, you might end up unexpectedly stuck on an air mattress for two weeks. Oh, and get the warranty if you're doing open box.

Annette was amazing at explaining mattresses to me, helping me test them, and talking through options that would work for my health needs. I was also moving out of state, and she was able to help me find an open box mattress close my price range in the state I was moving to and schedule delivery for after I moved. She was SO kind and patient, even staying after hours to help me pick a mattress.

Delivery was eight weeks out, and I paid for platinum delivery. When they called the night before to give me my window, the call dropped, so I actually didn't know my window until after hours when I got th email. I had just moved, and had to run the friend who'd come to help me to the airport. It was going to call it close with the window, so I called Lawrence Mattress Firm about rescheduling (as directed in the email; there was no option to contact anyone actually in the state where delivery was being made) but could only leave a message. I reached someone via online chat who couldn't do anything about the time except give me a more narrow estimate -- one which would've worked -- and offered to cancel the appointment but assured me that if I missed the window, they could just reschedule without charge or a problem.

In the end, I did miss the window, on the assumption it wasn't going to be a problem. When I called to reschedule with Olathe Mattress Firm (I had no option to call someone in my new state), I was told they hadn't been able to understand my phone message (so hadn't called back), and that I'd have to pay for a second delivery slot. I explained I'd been told differently online, and Annette said she would see about rescheduling, and stressed that I needed to "not keep missing" delivery -- a really condescendingly toned comment that felt like she was chiding me like a kid, which felt uncalled for given that 1) I'd been told by a Mattress Firm online rep that there was no penalty or issue if I missed the window and 2) I'd paid over two grand for this mattress and delivery.

I got a call the next day from someone else at Olathe Mattress Firm saying they had rescheduled the soonest available delivery -- TWO WEEKS later. I asked for something earlier. I hadn't brought my old mattress in the move (on the assumption I'd have a new one shortly after arriving) and so was stuck on an air mattress in the meantime. The rep said he'd talk to his manager and get back to me that day or the next. No callback.

About four days later I called back and got the manager and stressed my need for an earlier delivery date. He said he'd check with the delivery warehouse (again no option for me to call them directly or even call the local Mattress Firm about this) and get back to me that day. No callback. I got a voicemail from Annette a couple days later saying that the two weeks out date was the best they could do, and again stressing that I needed to not miss the delivery again (as if I was doing this on purpose???).

The actual delivery folks were very nice when they got here and got the mattress and base in and up the stairs, although I will say for anyone looking at open box mattresses to get the warranty -- mattresses are supposed to have a protector or it can't be returned, so I don't know what was up with this one, but the top was dirty/stained, and the fabric on the base torn and super glued so unclear if it'll hold.

I doubt I'll buy from Mattress Firm again after this, which is disappointing because the experience honestly started out super well. Maybe it is fine if buying new and transporting yourself, but otherwise...

I really wanted to give a good review! Everything started out great here when we first visited to find our perfect new sleeping setup. We were not pressured, our questions were answered, we tried out beds, and paid for an adjustable split king. Unfortunately, everything fell apart when it came time to have our new purchase delivered. On Wednesday my husband called the store to confirm delivery was on track for Thursday. Salesman 1 assured him he had called the warehouse and all was ready. Since the delivery times we had were ALL day long, SERIOUSLY - any time between 9am and 7pm, time off was definitely a must. Not a problem, a new mattress is going to be worth using a vacation day for. On Thursday we are still waiting to hear from anyone about a smaller window of time so around 3pm hubby calls the store again. Salesman 2 tells him he will call back after talking to the warehouse. After several phone calls from us, because we had not heard an update, my hubby was informed by Salesman 2 that the warehouse didn't actually have our mattress and it would be delivered next week IF it came in. A huge pet peeve of mine is incompetence. Another is lying. Did Salesman 1 ACTUALLY call the warehouse on Wednesday? Did the warehouse tell him that everything was ready for delivery? How would nobody know the mattress isn't even in inventory? Inquiring minds want to know!! I'm never going to find out. We made sure to cancel the order, both over the phone and a follow up visit to the store for a paper copy (to confirm we have proof if we need to go to the bank). The fact we need to wait for our $6000 to be refunded is infuriating. That money was out of our account the second we put the card in, it should be reversed just as fast! I know my middle of the road purchase won't make or break the store in the long run, but if I could give negative stars and warn people NOT to shop here I would. At least I can leave a review of the sketchy business practices. If you decide to shop here, good...

Scott at Mattress Firm was an outstanding salesman and got us into the exact mattress we needed. We had shopped around before and were both frustrated and confused but these are the things he helped us with that we badly needed: 1. We had the invoice from our 11 year old mattress and wanted something similar. Other stores ignored that request but Steve looked it over and explained how we could get as close as possible. 2. He had asked a few front end questions and put the answers into his i-Pad and the system provided three mattresses we might enjoy. 3. He explained the difference between foam, innerspring and hybrid mattresses and the function of each. 4. He had us try one of each of the suggested styles and let us lay on each and turn in the way we would at night for as long as we wanted. 5. He asked if we needed a base and I asked why I needed one - the current box springs seem fine. He looked at the invoice of the old bed and said based on that we should be fine without any new platforms. 6. He also explained that pillows make a huge difference in how we sleep and had us try several until we selected two we liked. There was a savings coupon for the non-mattress items which all most covered the cost of the pillows. 7. He gave us plenty of time to choose our mattress, no pressure whatsoever and this made us comfortable that we had chosen the right store. 8. He gave us the payment options and after checking credit said we even qualified for more months on the monthly payments same as cash plan. 9. He and his assistant Juda walked us out and thanked us for shopping Mattress Firm and left us with a telephone number where we could reach him at any time of the shipping or delivery process. One of the best sales experiences I have ever had and I used to teach salespeople how to sell! High quality from start to end - thanks Scott and...