Mattress Firm Plymouth Meeting — Hotel in Plymouth Township

Absolutely disgusted by the quality of customer service we received. My fiancee and I were ecstatic to get a new mattress. We initially ordered a mattress with a great associate, Lisa who was helpful and efficient on getting us the mattress we picked out. After sleeping on the mattress for over two weeks our backs and necks were a mess! Understanding that this happens sometimes we went into Sleepy's again and were greeted by two men eating ice cream cones, one being the manager of this location. They were so extremely unprofessional and not helpful whatsoever. The manager explained that there was a 30 day policy from the manufacturing company that we HAD to sleep on this thing for another 2 weeks. I explained that we physically could not continue to sleep on the mattress and that we have been sleeping in our guest room because it was so uncomfortable. Instead of coming up with a resolution he explained his back troubles which was so unnecessary and not helpful at all. The other associate told us to deal with it for another 2 weeks because with these types of mattresses it takes at least a month for your body to get used to. What??!! That's absurd plus this was a $5,000 mattress! I'm pretty confident the back spasms and neck tension we were experiencing after 2 weeks can tell me that this mattress is not right for us.

So still being hopeful that this mattress would magically conform to our comfort level we went home and slept on it for another week. After having the same problems we went into Sleepy's AGAIN. This time we had an associate who had been in the industry for almost 20 years and explained that this was the worst mattress we could have picked out for our weight and sleeping patterns. She immediately contacted the Regional Manager and he approved that we did not have to wait the full 30 day policy due to how uncomfortable we were. She ordered the mattress that we spent at least an hour picking out because we wanted to make sure this was the one and that we wouldn't have to go through this awful experience again. She ordered it and it was supposed to be out for delivery in the next 7 days. Ecstatic that we would be able to sleep again in the next week we follow up to confirm and make sure that we were getting our delivery and find out that they "forgot" to tell us that this would be a special order mattress and that they don't have this in any of there 1,000 stores and that we have to wait another 10 days. It would have been great if they told us this so we could have potentially made a different choice. Both my fiancee and I are in the service and customer service industry and this experience was beyond anything we've ever seen before. Not only unprofessional but inconsiderate and hardly knowledgeable. I would absolutely steer clear and we will never step foot in this...

Horrible customer service. Most disappointing customer experience I have ever had. Refuse to give this company one dime. BUYER BEWARE!!!!

My girlfriend and I have been in the market for a new mattress for a while and we've done a lot of research into which mattress would be right for us. We came across a great deal that Mattress Firm was running for Black Friday (king bed for price of queen with free adjustable base). Our saleswoman, the current assistant manager, was very nice and friendly and finalized our order with no issue (the ONLY pleasant part of our experience). We paid in full and were told the bed and base would be delivered to our apartment that Saturday.

The day our delivery was scheduled, we checked the tracking info to find that the in-transit delivery only included the adjustable base and not the mattress it self. In fact, there was no tracking info or order number for the mattress, just the base. My girlfriend and I took a drive over to Mattress Firm to get this straightened out and we were told that they had ZERO information on the bed they sold us. No tracking info, no order confirmation, NOTHING. The current store manager told us it is possible that the mattress we PAID FOR may not have even been in stock at all. She then had the audacity to ask why we wanted that particular mattress anyway and tried searching for alternatives (way out of our budget). It is at this point that we asked to cancel the order all together and give us a full refund. We had paid partially in cash and were told we would receive that refund via check (with no time frame on when we could expect to receive it). The store manager had hardly any sympathy and did not seem phased we were cancelling this sale. Being in our early 20's, she seemed to treat us like kids and didn't care, even though we are both full time engineers.

Overall, our experience with Mattress Firm was frustrating, stressful, and disappointing. We will be happy to take our business literally across the street to...

Keith was extremely helpful in helping us pick out a new mattress. He was upfront asking us about our price range and when we gave a fairly open range, he started by showing us the moderately-lower priced options first, then moved us through our other options allowing us to steer the process based on our preferences. He gave us a lot of information about the mattresses and was extremely kind. I never felt upsold or pressured to buy anything other than what I thought we needed. For example, we suggested getting a split box spring, which was priced as 2 fully-priced box springs (2 1/2 queens = 1 full queen box spring), but he discounted the item so we could feel good about buying what we needed to fit the items into our house.

I'd give the sales process a full 5-stars, it was actually very pleasant and fun which I can't say is my usual experience buying any home items.

However, the delivery was a bit of nightmare. They quoted us a day, and called the night before to give a 2-hour delivery window. Then in the morning, they moved up the delivery window from 3-5 to 8-10 am. All was OK, we came home to accommodate the delivery. Delivery service called when 30-mins out, but missed that time by over an hour when we called to check. They didn't end up delivering until about 3 hours later, which is just inconvenient when you work during the day. Matress Firm's customer service said there was nothing they could do to help because it was a 3rd party delivery service – but c'mon, they're YOUR 3rd party delivery service so you're culpable in getting the bad review.

So, buying process is 5 stars, delivery was a 2.5. Overall, happy with the quality and will...