Mattress Firm Nona Park — Hotel in Orlando

I visited this location for the first time last night. We encountered the unpleasant Kevin, who at the time, was finishing up with another customer. It became quickly apparent to me that he did not appreciate my business. I had originally visited the store to try and get some changes made to my online order that was part of their advertised Black Friday sale. There were a few changes that were made without my consent and I wished to rectify the issue in person after numerous phone calls made to Mattress Firm customer service. The moment Kevin heard me mention an "online" order, I immediately felt judged not only by his behavior but also by his dismissive and rude comments. Kevin began to mention that because I didn't visit my local store before making my purchase, that the store had "lost out" on making their rent quota for the month. As if I cared about how much rent you have to make at that location in order to keep the doors open. I am a customer that chose to do business with this company, regardless of an "in person" visit or online and I find it highly insulting that Kevin had the indecent approach to judge me based of my purchase selection. It was clear that as our conversation continued, the comments got progressively worse. His body language and nasty attitude towards me was completely unnecessary and is why I would refuse to do business with Mattress Firm in the future. This location would be better off with his girlfriend, Rosa, who was quite nice and definitely tried to help me while in store far more than Kevin ever did. Please hire better employees, it's no wonder you're focused on...

I am updating my review to reflect my full experience at Mattress Firm. Thankfully for Bryn, I have remained a customer. My first visit to Mattress Firm over the Memorial Day weekend was excellent. I had some health issues that needed to be accounted for and Bryn was extremely helpful in assisting me in finding a solution. He also made it clear that I was able to trial the mattress and make a change if it didn’t work. I felt very confident leaving the store that I was in good hands. In early July, I went back in to request a change of mattress. During this visit, the store manager decided to come and speak to Bryn, in earshot of me, dressing him down rudely on why he wasn’t making me keep the mattress longer. It was clear to me, since I could easily overhear what she was saying, that her motives were entirely driven by money and she had no interest in my satisfaction as a customer. Her people management skills with her staff were also sorely lacking. Rather than telling them to refund my money on the spot, I chose to leave the store and return another day. And I am relieved I did. Today I met with Bryn again - thankfully the store manager was off today - he spent as much time as was necessary to select a replacement and kindly didn’t charge me for the new delivery to apologize for his manager’s behavior. As a result of his excellent customer service, I have actually ended up spending more on the new mattress. Mattress Firm - please take note. This 5 stars is for Bryn and your store manager needs some coaching on how to treat customers...

Kevin is an absolute life saver! We purchased an adjustable base temper-pedic from another location but moved to Lake Nona recently. I called Mattress Firm to help me with hooking up the wires for the base. I was greeted by Kevin on the phone. When I explained my dilemma that I was unable to reattach the wires the movers unplugged, he sprang right into action! He went ABOVE and BEYOND. He came to our home to personally reattach to wires correctly. He checked all the legs to the base to make sure they weren't loose in the move. What an amazing welcome to the area from Kevin at Mattress Firm. We have had such a positive experience with Mattress Firm. They have proven to be a wonderful company with EXCELLENT top notch customer service!

I also wanted to include, we just bought another quality mattress and box spring from Edward last week. He was so helpful! He took his time to listen to my needs and matched me up with the perfect set for my spare bedroom. He knew my budget and worked with me! It was such an easy and pleasant experience. When the mattress arrived Edward came out and helped my husband load it onto the roof and tied it down for us! Amazing service. I highly recommend if you're in need of a mattress this is your place. I did a lot of shopping around with prices etc. They are the best value for the price and the service...