Mattress Firm Polo Towne — Hotel in Plano

This review is for Mark Castro at the Mattress Firm Polo Towne location.

I have been in the market for the Purple 3 Hybrid Premier mattress for awhile now and saw that Mattress firm had them at their location to test out. This was a huge plus since Purple started out as online only and I had done a lot of research on numbers, offers, etc., so I was happy to see Mattress Firm had them.

I didn't intend to buy the bed and bundle special since I saw I could get a great deal online. I just wanted to be able to actually test out the bed right quick at a Mattress Firm along the way on my trip up to The Shops at Legacy in Plano.

Mark was awesome. He was very knowledgeable and was providing a lot of great information. I had my girlfriend with me (she didn't realize how much research I had done), so Mark provided a lot of great information for her benefit in the moment. Personally, what I was impressed with was Mark's willingness to explore the various offers going on online between Purple and Mattress Firm (online sometimes has different deals than physical) so that he could earn our business. His diligence to look at inventory availability, the various bundles, and desire to understand exactly what we were looking for were spot on. He never seemed pushy in the least and was more about what we were wanting, not trying to sell us things we don't want or need.

Long story short, we ended up making the purchase on a trip where I didn't intend on buying - and left feeling like it was a great decision and felt fortunate that we chose to swing by this location. I still feel like it was a great decision by the way.

Key Takeaways - try to go in having some idea of what you are looking for, do some research, and if possible, go to Mattress Firm Polo Towne and work with Mark!

UPDATE 12/4/20: This is for Lynora at the Polo Towne location. I had to receive my Harmony pillows at a later date from purchase due to inventory availability. No big deal, but when I received, they looked to be in great shape, but they definitely didn't feel the same. One felt way softer than the other, almost like it couldn't provide any support.

I called the Polo Towne location, asking for Mark, but since he was off, I explained the situation, let her know that I didn't live nearby, but mentioned the next closest locations. She was quick and efficient with providing me solution where I only had to visit the nearest Mattress Firm, bring my two pillows, verify the issues, then was able to walk out with a replacement on her end via a phone call on speaker phone with Jarvis at the McKinney Avenue location. My experience at the McKinney Avenue location was seamless and was able to have my pillow replaced pretty quickly. There was no burden on me at all.

Thank you, Lynora, for taking the time to make this a painless experience for me. Amazing job and...

This is a long story but Mark saved the day. All stars are for him. I ordered 3 things from MF on 4/15. I got the frame two days later, I got the box spring on the 26th. Shipping information was available for those things. The mattress, however, had no shipping information. The website just said that it would be shipped on the 20th. I tried to call customer service but all of the numbers say to email care@mfrm.com and they would return your call in 24-48 hours. I have never received a response from them. I waited for the MF drivers to deliver my foundation and had them call their warehouse. The woman there had no answers and said it looked like it wouldn't even be shipped until July and that the method would be direct, like the foundation. I emailed again and called and emailed and called. Still no response. I called fedex and UPS to see if something in my name was being shipped ad got nothing. I requested a copy of my invoice and on the invoice it said everything was shipped and paid and the deal was closed. Totally inaccurate and untrue. I used every means of contact I could to locate my $500. I could not reach a soul. I have used MF many times before and I have used the online option but never again. If I EVER decide to use this company again, I'll make sure to only go to this store and deal only with Mark. There was another person working there but it looked as though she did not want to be bothered. Their online infrastructure was not meant to handle a problem and their staff are not working from home in any organized manner. Do no buy online from here.

By chance, I saw this store open and went in asking for help. Mark took control and two days later my mattress...

We are in the process of moving and decided to upgrade our mattress. We were set on a tempur-pedic but weren’t sure of which model so we decided to go to Mattress Firm just to ‘look’.

Mark greeted us as soon as we walked through the door with a genuine smile even though he was occupied with another customer. He gave us undivided attention and patiently explained each model and its functionality to us.

We had our three crazy kids with us that were bouncing around and he was super understanding and even interacted with them instead of being annoyed or upset. We went in 2 days in a row and he even remembered my daughter wore a unicorn dress the day before! It’s the attention to details that shows me he truly cares about his customers.

He patiently answered all of our questions even though we asked them multiple times. He let us lay and talk between ourselves as needed. When he did have to leave to attend to other customers he communicated with us and checked in with us as needed. He was never pushy and he was so easy to work with that I knew I had to buy the mattress (and more) through him. He was so sweet that he upgraded me on some things too. :)

Overall this was the most pleasant mattress shopping experience I’ve ever had and I would not hesitate to give Mark my business again and again. I highly recommend him and...