Mattress Firm Owings Mills — Hotel in Owings Mills

I am writing this review with to help other consumers if they choose to purchase from Mattress Firm. I purchased a Beauty Rest 2.0 pressure smart mattress from Timonium, MD store and James was my sales person. He was pleasant but misinformed me. I made my decision based on what he told me. I asked him that during the 120-day if I need to exchange the mattress, is there a restocking fee. He said ‘no,’ so long as I exchanged another comparable mattress. I asked if there was another delivery fee, he said there was not. I came to find out later this was not true. After the first week, my back pain increased, but I understood that it can take 30 days to adjust. I thought buying an adjustable base would help alleviate pressure on the lumbar area, but it did not. I worked with Odessa through the online site. I wanted to return it but was told it is non-refundable, nor could a store credit be issued. I was not aware. Odessa explained it was cited on the invoice; it was but in an obscure place. I explained to Odessa that after sleeping on the mattress for 2 months, I still experienced back pain. She in suggested I go to a store. I did not return to Timonium, but Instead, visited the Pikesville store. I worked with was Wayne. After deciding on the Beauty Rest hybrid mattress, I asked Wayne if it was possible to take off $200. He said he would speak to the manager, but I had to commit. When I then explained the sale would fall under the comfort exchange policy, he said, "You’re playing me." I was surprised by his comment that he repeated several times. He then told me about the restocking fee; I was not aware of this given what James told me. Further, he said that the exchange applied to the retail cost and not the sale price. This made no sense to me. He said this is what his manager told him. I said, "I have to pay the difference between the sale and retail cost before the exchange can occur? Why are customers not informed upfront about this. His response was, "Well, it's just like when you get married, you don’t talk about divorce." This was incredulous to me. I decided to leave and said, “Thank you for your assistance." He just stared at me not saying a word. It was an unpleasant and awkward experience. Wayne’s words spoke more about his commission than serving the customer. I contacted Odessa 8/11/2025 about my experience with both stores. She was apologetic and said she would bring this to her manager’s attention. On 9/1/2025, Odessa responded that she created a case regarding my complaint and “they will be reaching out within 48 hours.” I did not receive an email or call. I followed up with Odessa 9/20/2025, she resubmitted the case and, as of this date, no one has reached out. Mattress Firm’s corporate values: (1) Customers first (2) We trust our employees to be honest, respectful and reliable; (3) It’s important to make sure everyone feels seen, heard and valued. My experience was the antithesis of their values. I spent $1400 for an adjustable base and mattress and both disappoint. Capitalizing on the comfort exchange policy was in vain. I felt disrespected by Wayne, misinformed by James and disregarded by Mattress Firm management. What a costly transaction because of misinformation, lack of transparency and accountability. In closing, choose your mattress company wisely. Be aware of the restocking and delivery fees. Read the fine print on the invoice and on the site. Read through the exclusions. Don’t rely on the “sleep expert” (ask for it in writing). The majority of mattress companies promise some exchange/refund. Comparing a few companies’ policies, I found Mattress Firm the least customer-focused. I researched four mattress companies and all had more generous return/refund policies. Obviously, I selected the wrong mattress company to do...

I had the pleasure of receiving exceptional customer service from Jay at Mattress Warehouse recently, and I must say that my experience was truly outstanding. Jay's diligence and expertise in advising me on the best mattress for my family's needs were truly remarkable.

From the moment I entered the store, Jay greeted me with a warm smile and eager attitude to help. He took the time to understand our specific requirements and preferences, and then guided us through the various options available. His product knowledge was impressive, and he was able to provide valuable insights that helped us make an informed decision.

What stood out the most was Jay's swift management in ensuring that we got the best quality mattress that fit within our financial constraints. He went above and beyond to find us a great deal without compromising on quality, which truly exceeded our expectations.

Not only was Jay professional and knowledgeable, but he was also incredibly thoughtful and kind throughout the entire process. He made us feel valued as customers and ensured that we were completely satisfied with our purchase.

Thanks to Jay's expertise and excellent customer service, we were able to find the perfect mattress that met all our needs and preferences. I highly recommend Jay at Mattress Warehouse to anyone in search of a new mattress, as his dedication to providing top-notch service is truly commendable.

Overall, my experience with Jay was nothing short of exceptional, and I am grateful for his assistance in helping us find the perfect mattress. Thank you, Jay, for your outstanding service and commitment to ensuring customer...

Please don’t go to this store before thorough research online for buying any brand of mattress.Otherwise the store manager Mr.James can trick you to buy the Mattress that comes for a lesser price sold by the branded company online. All that he cares is to sell you the mattress but once done you will see his real color. I bought a mattress by not checking the price online for a couple hundreds more whereas the online order by the same brand offered same mattress with a very much less price + 2 free pillows + free shipping. The next day when I went to the store asked about it, Mr.James was so impatient and behaved as if I was there to rob his store. Infact I felt I was cheated. Lessons learnt. Don't got to any store to buy a Mattress but just to feel them before buying. One positive thing here the store staff Alexa who helped choose a better mattress and understand our concern. I believe she is with us when we went through this. Mattress Firm is a great company for the value & quality they provide to the customers at any price. I rate this low because of store manager Mr.James's who showed us most irresponsible behavior who promised to be of great help until we bought the mattress. BE CAREFUL while you shop at stores and this is just to help you without having to undergo any mental stress. I wish the management will look into these potholes and provide...