Mattress Firm Old Saybrook — Hotel in Old Saybrook

Our experience was nothing short of a nightmare.. After the initial delivery of the bed/removal of old mattress was canceled because of the condition of the mattress and possible bedbug infestation, rescheduling, and actually receiving the mattress was a study in miscommunication, indifference, and frustration. It needs to be noted that the bed was for my brother, who is 71 years old, and severely handicapped. He is restrained to a wheelchair, and is unable to move about without the help of an aide. My brother’s apartment was treated for bedbugs and cleared for any remaining infestation. With that, we scheduled another delivery date. The bed was scheduled to be redelivered on Tuesday, April 15, 2025. The day of the delivery, I had maintenance in my brother‘s building remove his old bed. I kept checking the MattressFirm app for a window, because the night before I had been sent a window of time for the delivery, and also received an automated phone call to confirm delivery within a window. When that window came and went, I frantically called the Saybrook store where the order had been initially placed, and also the ninth Avenue MattressFirm closer to my brother‘s apartment. It was only then, that I was informed that the delivery had been canceled by the corporate office because no certification had been received regarding extermination by MattressFirm. At that moment, my brother was now without a bed. Stephen at the Saybrook store and Marcia at the 9th Avenue store did what what they could to try to help us out in the moment. As per Steven, we were loaned, a new twin mattress, until a new delivery date could be scheduled. (While this supplied a mattress for my brother to lie down on, because of his physical condition, he was unable to get up from that low of a position on the floor, and spent the better part of the week laying on the mattress until we were able to finally get delivery a week later.) I went about contacting who I needed to get the extermination certification letter from (which I’d not been informed I needed by the way), and sent to Stephen, so that we could reschedule delivery of the bed in a timely manner. Finally, after I was able to get a certification letter to Stephen at the Saybrook store, he attempted to reschedule delivery for Saturday, April 20. When I did not receive a delivery window the night before, my heart sank as I knew this meant the bed would not be delivered. Then Saturday afternoon, I received a call from a delivery person saying they were 5 minutes away from my brother’s apartment. I then was able to call my brother and reassure him that the bed would finally arrive. 15 minutes later the delivery person called again, and I was informed that they were only there to remove the loaned mattress. I had to tell him to leave it as this would again leave my brother without a bed. I spoke with Stephen again, and after he’d contacted a customer service department, delivery of the bed was rescheduled again… for Tuesday, April 22, a week after the original rescheduling. I made it clear through all of my communications, of my brother’s condition and how this was affecting him. Again, I do not blame either of the store reps, as they did what they could in the moment to try to help. I blame whomever is at the upper level of the company for their inflexible and indifferent policies regarding scheduling, particularly for disabled and elderly people, and their abysmal communication throughout this entire endeavor. This entire experience was beyond stressful and taxing. Your company needs...

I have purchased several mattresses for my family members and myself over the years (from Bob’s, Gorins, even BJ’s, along with smaller shops), yet I have never been completely satisfied with the product or purchasing experience. A mattress is an investment, so I decided to travel a little further and see what I could find. Well, I am excited to say that I came upon Mattress Firm in Old Saybrook, and my experience was superb! I was impressed with the variety of choices, knowledgeable staff, and exceptional service I received. I was able to try out several styles of mattresses, and Nathan took the time to answer any questions I had. Not being a mattress professional myself, he explained how the mattresses I was most interested in are made, what that means for our sleeping positions, and several other details that I would not have thought to inquire about. I purchased a new mattress, adjustable base, and bed bundle for a more than fair price, and am confident that I made the right choice by visiting Nathan and his team at Mattress Firm in Old Saybrook. I would recommend them to anyone looking for a quality mattress and...

Worked with Steven. He helped my girlfriend and I to find the perfect mattress. She’s small and I’m not so it was difficult to find a mattress that was perfect for the both of us. We got matched up with the king size Purple RestorePlus 13” with Cool Touch with Ease Adjustable Base and it’s amazing! I’ve had previous back injuries and my old mattress would sometimes make my entire back lock up and drop me to my knees in pain. This mattress has helped so much I haven’t had any shooting back pain at all no matter how I sleep! He also went the extra mile of measuring us for pillows and we went with the Tempur-Adapt Cloud + Cooling pillows. Steven’s customer service was 12/10 he definitely goes the extra mile to spend time with his customers and answer all their questions to ensure they are more than satisfied. Hopefully I won’t need a mattress again anytime soon, but if I did I wouldn’t hesitate to go see Steven again at the Old Saybrook, CT Mattress Firm....