American Mattress — Hotel in Rochester Hills

UPDATE 3/23/2021 My wife and I were contacted by the district manager. The district manager apologized for our less than ideal experience. He arranged a return of the mattress that we were dissatisfied with. After about a week of waiting, the mattress was picked up and returned. We received a refund in accordance with the written policy once the mattress was successfully returned. Due to the high degree of customer service once our issue was discovered by upper management, my wife and I have decided to upgrade our rating of US Mattress to four stars from the original one star review. Thank you for a positive customer service experience.

ORIGINAL My wife and I purchased a mattress from US Mattress (9404507). We wanted a firm mattress. We ordered a “Serta I Comfort” that was supposed to be a level 3 on their firmness scale. The mattress that was delivered, is nowhere near the firmness of the mattress we tested in store. When looking at the paperwork for the mattress, the firmness is listed as “Medium”, which is again, not what we wanted. We went back to the US Mattress Store located near Rochester Road and Avon road located in Rochester Hills, MI to do a return. When we purchased the mattress, we were told that our mattress is covered by a “120-Night Money Back Guarantee” otherwise we would not have purchased the mattress without having a money back guarantee. When attempting a return, our sales representative told us that the particular brand/type of mattress that we purchased does not qualify for the return process and can only be exchanged one time. At no point when we made the purchase were we verbally told that our mattress does not qualify for returns, in fact, we asked if it did qualify for a return if the mattress did not meet our needs and we were told “yes, but there would be a $139 processing fee plus a 20% restocking fee of the amount of the mattress purchased”. US Mattresses’ website also clearly states this return policy and nowhere on the return policy does it say that the return policy only applies to certain brands/types of mattresses. We do not want an exchange of the mattress because we were told that it must be exchanged for a mattress of the same brand/model but there are no firmer options available that we liked. We also already purchased a mattress elsewhere that meets our firmness needs. So now we are stuck with a mattress that we are completely dissatisfied with and we are out the cost of the mattress which was over $1,000. So in closing, be very cautious where making a purchase from US Mattress as their return/exchange policy is very confusing and is very contradictory as written on...

I wish to take a moment to publicly thank Patrick Johnson, Tyler Land, Cam, and Keen (phonetic spelling) for the outstanding customer service that I received on my most recent purchases from the Rochester Hills location of American Mattress/US Mattress. My husband and I were looking to purchase another Stearns and Foster Lux Estate mattress. In the past two years, we had twice purchased them from the Waterford/Dixie Highway US Mattress store. For the prior purchases, we worked with a salesman (Zach) who was phenomenal. We found out that Zach had changed his career path and no longer worked with US Mattress. We then had the opportunity to meet and work with Tyler Land from the Rochester Hills location. Our needs were very specific, involving a difficult to find Stearns and Foster model with limited supply and at a good price. On top of this, we presented to Tyler some very challenging delivery logistics, involving delivery to our Up North cottage. Tyler worked tirelessly to research all location inventories and, as importantly, to come up with a solution to deliver the mattress set to our Up North location. He regularly kept me posted on his progress and, most importantly, did what he said he would do. To make the deal happen, Tyler involved the assistance of Patrick Johnson, the manager. Patrick took the baton from Tyler and saw the transaction through to its successful conclusion. He spoke directly to the President of American Mattress, who did whatever was needed to ensure a prompt delivery, including bringing people in on a day that they were not originally scheduled to work. I was so pleased with American Mattress, that I made a special trip to the Rochester Hills store to thank Tyler and Patrick in person. Up until then, the entire transaction had been done entirely through phone contact. Once I saw the quality of the mattresses on display in the Rochester Hills store, and the reasonableness of the prices, I wound up buying 4 additional mattresses, all of which had to be delivered up north. Finally, I wish to acknowledge the courtesy, friendliness, and excellent service that I received yesterday from Cam and Keen, who drove up to our cottage to deliver and set up all five mattresses and box springs with "white glove" services. I expect a very high level of professionalism when I make sizeable purchases. As such, I generally don't feel the need to write anything about my experience. In this case, the levels of service, quality, and professional performance were so far above my expectations, that I wanted to publicly express my appreciation. Thank you, again, Tyler, Patrick,...

I would like to share the wonderful experience I had today with your sales department. I have purchased several conventional mattresses in the last year. All of which where problematic for obvious reasons. As I research for better options, I am finding that not all organic companies are created equal. The world of organic can be misleading, so do your home work. While I'm still in the research process. I wanted to comment on the wonderful customer service I received from Margo. Joy beds, has an excellent website. Margo was very down to earth, while patiently walking me through it, answering all my questions. The questions she didn't have answers for, were quickly followed up with a return phone call after she contacted the buyer. I have not yet purchased a mattress here. This is my top contender. I want to get it right this time..... I'm going to visit some local organic mattress shops to get a smell test. Mind you, all companies do not treat their organic materials the same when making thier products. This will help me to recognize odors that may be unsuited for my individual needs and healthy sence of smell. I also mentioned to Margo, that it would be nice to have a sample kit available to send out to potential buyers. Perhaps, with an offering of all the materials used in their mattresses. So those of us who live in far off lands can get a better feel of what's being offered on the website. She said she would give feedback to the company. This may be something that can be offered if enough people request it. I don't know. Bottom line. Excellent customer service Margo! Thank you! I will follow up with another review if I make a purchase. Big Thank You too those who are doing their best to make this a better...