Mattress Firm Redwood City — Hotel in Redwood City

My goodness, I cannot say enough things about how frustrating and upsetting this entire experience was. I purchased my mattress two years ago from Sleep Train and while my purchase experience was great, every single thing about the Mattress Firm warranty process was ridiculous and the company should be so embarrassed.

Went in to pick out a replacement mattress, warranty letter in hand. Was told the main offices were closed for the evening (this was on Black Friday weekend, a major sale weekend) and we would have to come back. We asked if we could do it over the phone and were told no.

Went back to pay and the system wouldn't work. Couldn't take our credit cards, couldn't schedule a delivery. Told us to come back in.

Came back in right before leaving for a trip and the system was only half working. I was able to pay for the difference between the mattress cost and the warranty value and scheduled my delivery day for the day I returned from vacation. Was told I would be called about a delivery fee if there would still be one and I could pay online OR possibly the delivery fee would be waived.

A week and a half later, I was called in the evening before my delivery to say that I'd never paid the delivery fee and my delivery would be cancelled if I didn't visit the store to pay the delivery fee in person before they closed. I was on an airplane coming home from my trip and didn't get the message until after I landed, at which point the store had closed. I couldn't believe they hadn't called with this update earlier, or, honestly, after three visits to the store already to deal with this, just waive my delivery fee to apologize for the ridiculously bad experience.

I went back into the store AGAIN and paid the delivery fee. This marked the 4th time I went into the store. My mattress was finally delivered the next day.

I honestly still cannot believe what a truly terribly experience this was. The mattress was faulty and should have been replaced. The fact that Mattress FIRM will do everything in their power to keep you from getting a replacement product still makes me so angry. I was shocked at the lack of thinking ahead, the lack of good systems, the lack of authority or control the staff had.

I felt bad going in there and being frustrated because the staff member on hand obviously had no power: On one day he told me I might be able to get the delivery fee waived because he obviously felt embarrassed/bad that I had come in so many times and their system had been broken.... and yet, regardless, he was not able to get his boss to do anything about it. Later in the process, he told me, "He's the manager, so whatever he says, I have to do." Which I get, I do, but what the hell?! The manager obviously was not interested in making this a good experience and upholding the Mattress FIRM experience. Like I said, the staff was kind and as helpful as he could be with zero power.

Furthermore, at one point I was told that had this been a new mattress, I could have just paid online or over the phone. It just goes to show how shady this entire process is: There is zero reason that a warranty should be dealt with in person only, except that they obviously want to do everything in their power to keep you from getting your due.

Last but not least, their return policy/guarantee doesn't apply to warranty replacements, even though the make and model we ordered originally was no longer available. So limiting.

I left wondering how this place is still in business at all. Absolutely horrible process and customer service. Would not recommend again AT ALL. In fact, I've told quite a few people how ridiculously badly this sale was handled and warned them away from Mattress FIRM for...

Updated review: this is the third time for me to purchase mattress from this location. Before was sleep train I liked their service . Now is Mattress Firm . Saif Rahmami the manager received me. He was super polite and mild mannered. I know exactly what I want and needed. No hard sale from this gentleman at all . Presented every option and gave me space to think over and choose . After I made my decision went to computer found me the best deal. Couldn’t ask for me. I have been happy with the beautyrest mattress we bought before. Now getting one for my mother. Thank you Saif for your wonderful service.

Fed up with the poor quality IKEA bed causing me so much back pain. Going back to sleep train. Bought a bed from them before cost me $2500. loved everything about it but the price. Thought I shouldn't spend so much money on a bed so returned it without a problem and got a IKEA. Three years later ,here I am. Donald received us, after I express I need something firmer he displayed all options with different pricy range. Within 15 minutes he helped us found a very good deal from warehouse saved me extra $400 on a clearance mattress and didn't charge us for the delivery fee. No hard sell, no pressure, easy conversation. As a sales myself, I am extremely happy with my experience with...

Shop here and be sure to ask for Jared. We arrived on a terribly slow day mid week. We were the only customers in the store and Jared gave us plenty of space to talk and explore our options. He was incredibly knowledgeable of all the products we were interested in, and was just a kind and personable sales person. Where he really shined was a couple days after our purchase. The mattress we bought was just too big to get up our staircase. Disappointed I watched our new dream bed go back on the truck. Jared called ME to address the situation. He went the extra mile and ensured we could still get the sleeping experience we were looking for, at no additional costs. We are incredibly grateful for his initiative and dedication to his craft. I whole heartedly recommend Mattress Firm if not for their products then definitely for hiring sales people like Jared, and giving them the flexibility to allow them to do their...