Mattress Firm Sandusky — Hotel in Perkins Township

On May 5th, 2020 I purchased a Starlight Intellibed from Mattress Firm during a memorial day sale. The only bed available was the floor model with tags still attached. We were informed there was a 25-year warranty and it was the best bed on the market. We also purchased brand new recommended bed box springs and a new frame per the recommendation from the salesman. Fast forward to the past six our "top of the line" bed is creaking in the middle of the box springs and the mattress itself is caving while feeling as if portions are disintegrating. I contacted the store and with help from a senior employee at the Mattress Firm, we purchased the bed through. Successfully completed and submitted a warranty claim with approximately 12 photos including a level to illustrate the issues. ( I would like to mention that the bed is set up exactly where it was delivered and set up in my home where it was done by Mattress Firm) I received an email back a few days later stating it was a sale bed and would not be covered! we were told a 25-year warranty and now NOTHING!! I contacted the manufacturer of Intellibed and of course, was told that it was up to Mattress Firm to make it right... mind-blowing. I have chosen to ask for assistance from the BBB prior to taking to online rating and the court of public opinion. Also, may I add the issue with the brand new box springs that were not on sale was a detail completely ignored in the warranty response I received back!...

I will never buy a mattress from mattress firm again. It has been issue after issue and I haven't even slept on the mattress yet. So to start off, I picked out my mattress and then proceeded to talk about the details with the "manager" (A mediocre guy who kept wanting to give me fist bumps). I was aware that since I was going to finance the mattress that they would be running my credit. But what they did not tell me is that it was for a credit card with a $2,000 limit. So that was kind of irritating because I did not want to open another credit card itself. So that was not clear to me. He proceeded to tell me that I could pick the mattress up the next day. So, the next day I get a call from a Dominique telling me that it was not going to be delivered and that they would have it delivered to me free of charge. "Fine, whatever." I think to myself. So she asks for my address and says she has to call me back because they don't have delivery available till the 21st. So she calls me back at 6 p.m. and confirms that it can indeed be delivered Saturday so I gave her my address. A day later she calls me back and asks for my address again because it did not save in her system. So today when the mattress was delivered they delivered the WRONG mattress! So they came back and switched it out. This is the worst customer service I have...

I stopped in there tonight to pick out a new comfy mattress and mobile bed frame. I explained why and the situation of a sick lady suffering from crucial back pain. That she was coming home from the hospital tomorrow. And that I wanted her to be able to live out the rest of her life being comfortable with as less suffering as possible. The fella working there was extremely nice, very well mannered, educated in the business he does, and showed great caring concern for our situation. He even stayed late after the store was supposed to close just to be sure we were satisfied and gonna have exactly what we were there looking for! I would and will recommend him to any and everybody. He's someone that definitely deserves every penny of his worth in the working mans world and some. If I was to run into him out in public I'd definitely buy the guy a drink or even invite him over to a cookout! Thanks a million times again for the kind positive work ethic and help that you gave us tonight Darien means alot more then you know!! Take care n hope millions of blessings come your...