Mattress Firm Snyder — Hotel in Philadelphia

Our sleep expert Narcisse was wonderful, 10 stars. However, Mattress Firm + delivery vendors, I would give zero.

We had it set up for a Friday, because we have not moved into the apartment yet and are living an hour away, this was communicated yet I got a call last night, Monday, that they would deliver Tuesday morning. Got a “sorry this can’t be changed” response, despite scheduling for a different day. Ok.

Delivery people show up, and we are a 5th floor unit but its three flights of stairs. Large enough space to move furniture comfortably. So we walk them up, and at the third flight they informed us they don’t do that many & they can cancel our delivery???? So I explained that we purchased a “platinum” service which includes delivery, and set-up. The person said they don’t see that money, and can choose to cancel because they are “only human”. Again, our location, and everything was communicated at the purchase before scheduling the delivery.

So I call mattress firm, explain the situation, they call the warehouse, and ask me to hold on. No problem, I go downstairs with the delivery people, they say they will bring our items upstairs “as a courtesy”. Unboxes the $900 adjustable king base frame, and it is cracked, the entire side of this frame had collapsed at some-point prior to or during delivery. So when Mattress firm comes back I let them know. I take a photo, the delivery person takes a photo, and I tell them to keep the base on the truck because I can’t use a broken base. As I’m waiting for a response from Mattress firm rep, I hear them on the phone with their warehouse contact? Not positive, but anyway this mystery person proceeds to say while on speaker - “They are not responsible for any damages that happen when it comes from the warehouse or during delivery, as long as it works”. Now I’m real mad, we both had to take off work to travel an hour to meet the delivery people who originally wanted to cancel us, now this mystery person working for Mattress firm is telling the sleep expert “sorry, not sorry- it ain’t our problem” over a broken, BOXED UP, BRAND NEW KING BASE ADJUSTABLE BED AND THE EXTRA $140 WARRANTY MEANS DIDDLY SQUAT FOR US AND THE $3151.39 WE JUST SPENT.

So that’s how my Tuesday in the new year is going. Got our “new” drenched from the rain, with the fabric torn mattress that was very unhappily dragged up to our unit though! Will update if I ever hear back from Mattress...

Unfortunately, I had a horrible experience with Mattress Firm—it felt like a scam, and in the end, I paid $600 for nothing. Be aware of the following when buying from them:

Returns and Exchanges: Despite their claim of a 120-night sleep trial, they change the terms when you try to exchange the mattress, and it’s unclear why. Online, it says there’s a $99.99 stocking fee and $99.99 delivery fee, but in some places, it's listed as a $149.99 stocking fee. On my receipt, it was 10% of the mattress price to exchange and 20% for restocking, which is a lot if you're buying an expensive mattress.

Instant Gifts: If your mattress comes with instant gifts, don’t accept them if there’s a chance you may want to exchange or return the mattress. They’ll make you pay for the gifts if you do. The salesperson who sold me the mattress didn’t tell me this, of course.

I specifically said I sleep on a very firm mattress and have a disc herniation, but she sold me a medium Tempur-Pedic, which was a mistake from the start. If this was a fair business and she was a good salesperson, she should have said, “Don’t get the gifts—it's a big adjustment, and you might want to exchange the mattress.” She also never mentioned the return and exchange conditions, which she tucked away in the back of the receipt. When I called, she was rude and acted like I couldn’t understand the terms (I have a PhD, by the way).

She also tried to sell me a $107 delivery service and claimed they wouldn’t deliver to my apartment without it—which was false, as they did deliver after I canceled that service.

In short, they lie to you, and it’s not a fair business. Everything is great until you make a purchase—forget about exchanging or returning anything. I tried to reach customer service online and submitted two claims, both of which were supposed to result in a call back. Of course, no one ever called.

So in the end, I had to pay $150 for restocking, $100 for delivery, and $380 for the 'gifts'—which I wouldn’t have purchased if they hadn’t been included as part of the promotion—just to return the mattress. For $600 unfairly charged for a service they didn’t deliver, they’ve lost a customer, and I hope many more after...

Onnee was an excellent customer service representative! She explained to me the typical mattress prices from cheap to expensive and everything about how to tell which firmness works best for me with the test beds at the front. And a neat trick of laying in the middle of the beds to get a better feel for what each one would actually feel like, since the edges are less firm from repeated use by testers. She then asked what I'm looking for after firmness and it helped me really figure out the difference between them. She also did an excellent job at explaining the the prices and options. She also explained the price match policy to me very clearly, highlighted everything of importance on the receipt, and told me about the sleep tracker app that I can use for free for having shopped with her. She had fantastic energy and incredible customer service skills, very personable and passionate about her job! Glad I came here because I was very pleasantly surprised by how thorough she was in helping me to decide which mattress is best for me, especially as a first-time buyer. I wish every store I walked into had employees like her! Highly...