Mattress Firm Orem — Hotel in Orem

UPDATE: Since the original post below Kelsey has personally reached out to my wife and I to apologize for all of the miscommunications. We greatly appreciated her apology and her help, and we do enjoy the mattress we purchased, so I have changed my rating from 1 star to 3.

#1 The customer service problem...

I wish I could give Mattress Firm a better rating, but we had a horrible experience. It all started when we arrived to the store and began looking at mattresses. After working with Kelsey, and her further questioning us, we told her that we had previously gone other places to shop for a mattress, we even showed her a quote we received. IMMEDIATELY, she began to discredit that company and diminish their reputation, talking about how poorly their business was run, and that we must avoid them at all costs. I was about to leave the store but the only thing that kept me there is she offered to match the price on a better mattress for the same quoted price we received, so we ended up purchasing the mattress.

#2 The delivery problem....

When we purchased the mattress they told us that we will receive an automated phone call the next day to confirm our delivery and we can deny or accept the delivery time. The next day I answered the phone and had to deny the delivery time since it was in the middle of the work day. The automated call told me to call mattress firm again to re-schedule. I called Mattress firm and spoke to another worker this time. He told me that I would have to wait, and receive a phone call from the delivery people the next day and when they call me, (at the original delivery time that was inconvenient), to tell them I am not home and they will just deliver it later that night. The next day I received the call from the delivery guy and told him I was not home, he then told me that I need to call Mattress Firm AGAIN to reschedule. I called and this time spoke to the same guy, who then transferred me to Kelsey, the one who sold us the mattress. She basically informed me that it was my fault for calling the wrong location to schedule my delivery time and that I should have called her. She then had to RESCHEDULE AGAIN for our mattress to come nearly 1 week after the original purchase date.

I am dissatisfied with not only the customer service, but also the delivery inconvenience. Lastly, I find it very unprofessional when a salesman talks poorly about their competition, and tries to sell over what others fault, in stead of the VALUE of...

3rd post 4 stars The day of my 2nd post I received a phone call updating me on my refund status. They advised me my refund was in process on the previous day. I had my refund in three days. I was impressed that someone read the comment and I received a phone call. I adjusted my rating to 4 stars because of the follow up. But I did not go to 5 because I did not get an update on the package and there was no apology for the confusion. However, because of the response I will consider Mattress Firm in my future bedding needs.

2nd Post 2 stars I have to update this post. While the purchasing experience overall was a positive experience the day of delivery was disappointing. When I received my bed and asked about the additional bundle I bought I was told that would be mailed to me. I visited the store and yes sir the package I bought is sent and I will have to wait at least 2-4 days get my sheets and pillows! Also the company was supposed to refund me over a 1000 dollars and I was told that would be 5 days. Well Wednesday was day 5. When I asked the man at the store he said the refund does not process until all is invoices and delivered the. It will be 5 days. I spent the same amount on the day I was to get a refund, why hang on to the original purchase? For me this means I WONT BY ANOTHER PRODUCT FROM mattress firm. If you wish to so than make sure you get ALL THE DETAILS.

This is original post 5 stars I started my purchase with Brice in the Downtown Salt Lake Store. That experience was perfect and he meet all my needs and questions. I visited the store in Orem to pick up my order but decided to go a different direction. The process is lengthy in working with customers. But Jill keep the area informed. As well we were testing mattresses so we were not rushed. When it came to work with me it was closing time but she blew right past that without even a reference to it. During the process she listened to understand my needs and helped me get a return, refund, purchase etc without a snap. Returned to the store the next day have a delivery scheduled and she went right at it again. She is an awesome employee and treats your...

This was the best place I could have gone to for a bed! I went in one day just wanting to look for a cheap bed that I could possibly afford even if it wasn’t something that would be the best form my back until I could get a budget for a better bed. I met a lovely lady who worked there that was able to answer all of my questions, even some of the obnoxious ones that probably didn’t make sense haha! But she was amazing helping me and my boyfriend look for some better beds that would be good for our backs and side sleeping. I ended up wanting to take a few days to decide on what bed I was able to get. I had my heart set on a purple premier bed I believe, so I gave the a call just wanting to see if they could send beds at a latter day for people who are in the middle of moving and it was a yes! Then I ended up wanting to see if I could afford the bed I wanted. The manager I talked to was helping me see what my options were to see if I could get the bed that I wanted. I had a low budget with financing and I had a bit pricier bed in mind but could not afford it out of pocket. The manager helped me out the best he could and even gave me some awesome deals! When I wasn’t able to get the bed I wanted, I was really torn and gave up on the bed I was hoping for. But I got a call back from the manager around 30-40 minutes later with a great alternative that was in my budget that I could work with. This was a wonderful experience and I’m so happy I chose mattress firm to get a bed from. Having people who don’t know me and want to help me to the best of their abilities, to help me get what I was wanting is the happiest I’ve felt when it come to buying something that’ll be a big part of my everyday life. And they didn’t just do their jobs they were some of the kindest and most understanding people I could have ever met that really cared. Thank you so much mattress firm! I’ll be ringing your doorbell the rest...