Mattress Firm Peoria — Hotel in Peoria

Twelve years ago, my husband bought a mattress and box springs from Mattress Firm, which was the finest mattress we’d ever had. I wish we still had it! But last year, I came into a little money, and went to the Peoria Mattress Firm on Black Friday… I have severe arthritis, so it was very difficult to go. Usually I can’t. I was greeted by the salesman, whose name I can’t remember r n due to MS. I was wary. When people see me struggling in my rollator, I get the impression that they believe that I am weak. For example, I was sold a power recliner that didn’t work. It’s probably my own fault for not going to make this big purchase alone. The salesman asked me what my price range was, and unfortunately, it was not ample enough to buy one of the expensive mattresses and box springs that I was shown! After pointing out a set that was up front of the store, I said that I would like to see a less expensive one! He flat out told me that there was only One other mattress that would fit my budget of $1,500! The mattress and platform frame he then showed me was at the front of the store too. It was only $778… I asked him about all of the other mattresses that filled the store, but was told that All of them were much more expensive. The mattress for $778 was a Firm one and I told the salesman that I had to sleep on it soft pillowtop due to advanced arthritis in both shoulders and knees. He sssured me that this mattress had “pressure points” which were the Best for people with back and joint pain. He kept trying to get me to get one of their free adjustable frames. They only have adjustable frames that sit 9 inches from the floor!!! Their frames were either too low or too high for a person like me. I should have just gone home. The firm mattress and platform frame with delivery and old mattress haul-away cost $1,099. Not $778. The first time I laid on this mattress, it slid 5-6 inches off the high platform frame, and it sunk down on my side so drastically that I literally almost slid off when trying to lay down!! I called the store Multiple times to complain. But I am on a fixed income, and I couldn’t even afford to return the mattress due to not being able to afford a replacement. Finally I returned it, and bought a plush mattress online like we did 12 years ago. But this new mattress has The Same Problem!!!! It slides 5-6 inches on this high platform frame, and I have to try to pull it back onto my side Every Time Either One of us lays down!!!!;(:(:(:( It’s causing my pain to get worse. It’s an impossible situation. They charge a $250 restock fee if the mattress doesn’t work out. My advice to anyone with crippling arthritis is,: Don’t go to buy a mattress by yourself. Take a responsible friend with you. Do not buy a “cheap” mattress. It is a rather expensive mistake. Don’t get a firm mattress. Don’t get a high platform frame… don’t get a platform frame at all!! Your mattress will slide off. I’m stuck with this now:(:(:( Salesmen are only concerned with their paychecks,… do Not buy a mattress from the men at Mattress Firm!!! Every time I called to complain, Eli and the other man who sold me this mattress only argued with me, and advised me that I would have to spend more money. The women I talked to cared more about helping their customers buy a mattress that works. The women who I talked to were Honest!!! It was a woman who told me that a person with joint pain shouldn’t buy a firm mattress. I was told by the salesman that sold this firm mattress to me that its “pressure points” were the best for joint pain. After I got the mattress home, I called and complained to this salesman, and he tried to tell me that my mattress was not a firm. Handicapped ladies, let your husband buy...

This is by far the worse customer service experience I have ever endured. I purchased a twin mattress for my 3 year old son a few days ago and was waiting for the base to be delivered to the store which I picked up last night. I opened the mattress in a box yesterday and realized that it was too small. I brought it to the store for an exchange. The customer service rep told me that there is a 100$ restocking fee and 100$ delivery fee. I was shocked and he asked me if this was mentioned to me at the time of sale. I told him that it was not mentioned to me which the manager confirmed to him. I expressed my frustration respectfully and explained how that felt unfair since I tried to gather the correct size from the previous transactions I had a year prior when I bought 2 similar mattresses for my older kids but for some reason, the information vanished from their computer. The gentleman started yelling at me and asked me to stop yelling. Yet I wasn’t yelling. I didn’t use any inappropriate language nor was I agitated. I asked him if he could try to deescalate the situation and he asked me to leave the store. I was shocked. No one has ever asked me to leave a store. I was just trying to exchange a product. He then decided to calm down and said that he wasn’t happy about the interaction and changed his tone. But it was too late. The damage was done. Finally, after the manager came, he waived the fees and allowed me to purchase the new mattress which was appreciated. The manager Michael was very professional.

However, I felt violated, humiliated, that a sales person would be so unqualified to represent a store. He talked to me as if he had clear preconceived bias against me and what my agenda was despite numerous attempt to explain to him why I was unhappy. He was certain that I was trying to trick him but yet wasn’t trying to address my concerns. I had tears in my eyes. His demeanor and lack of tact and inability to communicate calmly when a customer is dissatisfied and to quickly resort to ask a customer to leave when the customer is not happy with failure of his own system to record data or communicate policies that matter, he loses all control and this is by far, The worse experience one can be subject to. I hope he gets the proper training as this is clearly unacceptable behavior. He should not be in this line of service with this kind of attitude. This will be my last transaction at this store and this will leave a lasting negative impression unfortunately. I was a repeat customer but that didn’t...

Thanks, I will gladly leave one since you asked. Janay was absolutely amazing. I usually have a lot of questions and she answered them all very very knowledgeably. So well, that I wasn’t planning on buying that day and went nowhere else! Have many mattresses to purchase for multiple properties over the years. She really sold the deal as I was in no hurry, financing didn’t matter, and I knew I was buying one for sure that week. Think the product is gonna be amazing as well. So convenient to pay by text, but really just that. Rest of communication via text was extremely inconvenient. Spoke to a few other employees via text, were friendly but found I did not like that aspect and was not conducive. Called multiple times talked to a different store they gave number too. Delivery date was communicated that way to and I missed it, my fault. Also was sent a email but didn’t see it. I didn’t care, it was only 2500, I saw what receipt had didn’t pay much attention to anything else. It gets lost in spam talk. Was put in a bind. I worked in customer service as a VP in wealth management for decades. I know when something is lacking. In this instance, it is a decent manager and something with their push for convenient IT. It sucks and if manager was better he would coach around situation. If he was better someone would pick up the phone when I called and he would stop replying to these reviews and call me. If he really cared, he would have checked my other reviews. I checked his!!!! Mostly people in positive situations that were gonna buy a bed anyways. Manager Needs to do a little critical thinking. Lazy. Prolly never going back unless someone calls me. All could have been avoided if I knew delivery date before leaving, simple fix. I wanted somebody to empathize. Bloomington did exactly that,...