Mattress Firm Parker Pavilions — Hotel in Parker

Hands down the worst experience ever. And i'm completely disgusted by what they sell as NEW mattresses. their delivery driver confirmed to me they sell used mattresses as brand new.

I'll get to that in a moment.

Leondo the store manager lied to us right from the start to get us to purchase, and it only went downhill from there.

We've tried a few different mattresses out to find the right one that is good for my girlfriend's asthma, and for my back. We ended up buying a mattress from somewhere else that we had to keep because they didn't have a return policy, so when we came shopping at mattress firm we were very clear about asking questions about their return policy.

we were told they have a 10% restocking fee. My girlfriend made sure to ask if that was the only fee if we decided we didn't like the mattress, and Leondo assured us it was the only fee.

that is until we actually attempted returning the mattress, when they wanted to charge us almost $240 instead of $88 that we were assured was the only fee.

when we called the store to open the return request and we were told about these insane fees, we told them that Leondo assured us 10% was the only fee, and they said he'd have to call us back within 1-24 hours. it was almost a week when we finally called back in to speak with him.

He refused to come pick up the mattress unless we agreed to the almost $240 charge, and when we asked for his managers contact details to speak with him, he refused to give us that information.

He did however say that we'd receive a call within 24 hours from his manager, and guess what... we never did.

That's when we contacted the corporate office, and they told us they could be of no help, that this was an individual store matter, and we'd have to deal directly with the store.

Corporate did however assure us that Leondo's manager would reach out to us, and again, we received no call. so we finally scheduled the pickup for the $240 fee. RIDICULOUS

AND IT GETS WORSE...

they delivered our mattress Jan 27th, and immediately we put a $250 mattress protector on to prevent stains, dust mites, etc... it was waterproof.

when the delivery people came to pick up the mattress they removed our protective cover and found 3 stains which were not from us. we only slept on the mattress 1 night, and then it was leaning up against our wall still in the cover until they came by today to pick it up.

They came walking into my house with muddy shoes on and got mud all over the floor, and they were literally standing less than 1" from the mattress with their wet muddy shoes on. then they were trying to move the mattress around and i had to stop them from getting mud all over the bottom of the mattress.

The delivery driver told me, and this is the REALLY GROSS PART... "we can only pick up mattresses that are in brand new condition so we can resell them as new"

Who's mattress did we get delivered to us??

and now they're refusing to pick it up.

we've also read that they have filed for bankruptcy, which is probably why they're selling customer returned mattresses as brand new.

This is absolutely disgusting and i'm totally...

DO NOT SHOP HERE!!!! We purchased two pillows, a mattress, a mattress base, and a mattress cover over 6 weeks ago. Since then, the pillow that was supposed to ship to our home never came. I called and they weren’t able to figure it out and eventually I had to have the order cancelled. Then, we found out that the mattress was on back order after I called them to confirm our appointment. They told me they should have it in by the 11th of August, and likely sooner. Told me I was at the top of the list and assured they’d call me to schedule it sooner than the 11th. I never hear a word. The day before we were supposed to get an install I called to find out what time (it was 7:50pm the day before we were scheduled). They told me no one would be coming because the mattress was on back order again. The gentleman who helped was friendly and did what he could to get us rescheduled and changed our order to a product that was actually in stock (something we would have done weeks before if it had been offered). Yesterday the installation took place. They didn’t bring the second pillow or the mattress cover and they bent one of the legs on the bed. I contacted the store about the pillow and cover. I was told the store manager would call me back and he never did. I have never had a customer experience this bad in my life. We paid over $8K for 5 products and they only managed to actually give us two. I will be contacting the better business bureau and my attorney general to ensure they’re aware of the practices that are taking place at Mattress Firm. I understand we’re challenged in these times with back orders, but there is no reason that customers shouldn’t be informed and receive the products...

I just had the most unfortunate and uncomfortable experience working with Marty from Mattress Firm at Parker Pavillion. He was really rude upon me entering the store. I had my children with me and he rolled his eyes. He acted like it was a chore to help me look at different mattresses and I when I asked questions he was very condescending. Normally I would have walked out of the store right then due to being treated so poorly but I really needed to purchase the items today. Then when I asked about purchasing the items and when they would be available, Marty acted like it was impossible to get the items promptly. I mentioned that online it stated they Were available as soon as tomorrow and he said that was only if it was delivered to my house. Then later he stated they would only be delivered to the store. He seemed to have so much misinformation. When we sat at the front desk to complete the order, my son accidentally spilt some water on the counter. Marty was obviously angry about it. My son apologized to Marty and Marty would not even respond to him. He angrily cleaned up the mess and I offered to clean it and he just tossed paper towels to me and wouldn’t speak. He was very intimidating the entire time and it was very uncomfortable. At that point I realized I was the only one in the store with him and it felt unsafe. Another woman walked in the store and he was equally rude to her. I finally just felt to uncomfortable to continue and made an excuse to leave. If anyone goes to the Parker Pavillion Mattress Firm and Marty is there to help them, I would recommend you turn around and walk out and save yourself...