Mattress Firm Rochester — Hotel in Rochester

I purchased a mattress and bed frame end of August. The bed frame was on backorder (which is fine) so I decided to post-pone my mattress delivery to the same date as the bed frame. As the delivery date approached, I was informed that the bed frame was still not ready, but the mattress would be delivered with a loaner frame. I was still okay with that. A new date was set for the bed frame, but a few days before the date, it was still backordered. About two months later, I was ready and waiting for the bed frame to come (was told it would be delivered on Sunday). It hadn't showed by 3pm, so I called the Rochester store and spoke with someone. They said it should still be on it's way, but he'd check into my order and call back if there were any problems. He never called back, and the bed frame never showed up. Waited around all day for nothing. This is the point I became frustrated. I called back in the morning, and I've had so much trouble getting somebody to answer the phone there. I finally called customer service with Mattress Firm, and they said they would bring the issue to the attention of the District Manager, Michael, and that he would contact me within 24 hours. I finally got ahold of the store, and they said the order got goofed up, and they had to reset it. The district manager never called me back, either. I absolutely love my new mattress, but getting in touch with the store in Rochester and trying to communicate with them during the bed frame order issues has been terrible. I would be very hesitant to go back there...

Excellent customer service from Aaron M. at Mattress Firm here in Rochester. I called the store to get information and he ask if he could call me back due to being with a customer at that point. His follow-through was prompt and courteous. He sent me a website where I could go online and pay for the mattress and cost of disposing of the old mattress. He told me once the mattress was paid for, I would get a tracking number for the mattress and it would come via Fedx or USPS. I did not get the number right away and got concerned. As is prone with women, we also often change our minds. I decided to not depose of the old mattress right now due to being short on funds, so I emailed Aaron to let him know my decision and to ask for a tracking number. I went ahead and made the payment for the mattress only. The next email I received said he had stopped by the store here in Rochester on his day off and had found my email. He sent the tracking number and a action plan in case I should have more questions before he was back at work on the 15th. He answered my email on his day off folks! If all men were this prompt, the world would be a better place. Thank you Aaron for the most excellent experience in customer service and...

When we bought our mattress the gentleman who helped us was very Informative and helpful to get delivery set up for our mattress. The day we had our mattress delivered, the delivery company was supposed to bring it up into our apartment. They called my fiancé and left a voicemail to come get our mattress and when I called the store for assistance to contact the delivery company so I can let them into our apartment building to bring it up this other gentleman kept cutting me off and speaking over me and kept telling me that he has other people on the other line and that he is the only person in the store and he needs to help them and that if we don’t receive it by the end of the day to call back and he doesn’t know what to tell us as they are delivering it so just wait. The disrespect I received on the phone was astonishing and horrible customer service when trying to have my mattress...