Mattress Firm Richland Tapteal — Hotel in Richland

Lack of staff. Lengthy checkout. Horrendous return policy. I’m 9mo pregnant and had my toddler with me. I went in to buy a mattress and the store attendant (who was lovely, but definitely older) said she was the only one there and that she couldn’t load the mattress. She did end up assisting the load, but I was really surprised that I had to be involved at all. Where is the staff?! The checkout process was too lengthy, asking for my address, phone number, etc. I do not want or need a profile with your company. Also why in the world do I have a whole book as my receipt? The worst part of the situation was I had point blank asked the attendant “before I sign what is your return policy should anything go wrong?” She then said we would have 120 days. It wasn’t until AFTER she processed the payment and AFTER she stapled my book receipt that she mentioned the $250 restocking fee. I purchased a twin mattress that cost ~$165. Essentially non-refundable.

NOTE TO MANAGEMENT: A better business practice would be to inform the customer of this restocking fee prior to the purchase. Also hire staff so your customers are not getting hurt.

Giving a 2 star because I did end up leaving the store with the...

I had a great experience at this location with Chris.

I came in on July 4th which happened to be their birthday sale that included 2 pillows, and adjustable bed frame, and a pretty good quality mattress protector all included with the mattress. After Chris helped me decide which mattress was the best fit for me by giving me the "mattress tour", I decided on one I really liked but wanted to make sure I was getting the best deal. Headed to the mattress store down and the street, and they weren't offering anywhere close as good of a deal sd mattress firm was. I went back and bought the one I liked immediately.

The next day I was looking at the mattress online and noticed it being sold for $100 cheaper. I recalled that Chris had said they'd price match even after the purchase, so I called them up and was delighted to hear that they would refund me $100 on top of getting all the freebies. Chris even called me back to let me know when it had been issued.

Everything was great here from Chris, to the timeliness of the delivery, and the customer service when I called to ask about the price match.

Very happy overall, and feel it was a strong...

I am a Combat Vet. I live with several service connected disabilities. I use a service dog to assist me with those disabilities. Chris took the time to sit down and enquire about my needs and shared a little of his own personal experience with me and my wife. We have slept on a Tempurpedic since 2012 and have always loved it. My disabilities require my service dog to sleep in the bed with me. Needing to upgrade from a queen to a king size mattress. Due to the cost and the current national economic down turn it was pretty much impossible for us to afford the type of mattress we've been sleeping on. Chris took the time to check on ways for us to afford a new mattress without having to finance and keeping within our budget. I was truly amazed the lengths Chris went to take care of us. While waiting, his Dist. Mgr came out and thanked me for my service. She said I've authorized Chris to do whatever is necessary to take care of you. My wife and I were almost in tears greatful. Thank you, Chris for going above an beyond for us. You took away some of the sting in buying a new Tempur. We are...