Mattress Firm Rockford — Hotel in Rockford Township

EDIT: The pillows I had ordered were now discontinued, so Mattress Firm gave me 2 similar pillows for free after having returned the original ones. After working with the district manager, he was able to make things right and offer better compensation for lost time and inconvenience. I felt, in the end, everybody really tried to make things right after everything that happened, and I truly want to believe they mean well and that things like this wouldn't happen again. I feel more confident in their resolutions, but only time will tell if something like this may happen again. If it does, however, I know the company will be there to try to make it right. My advice? Feel free to use them (they ARE friendly and truly want to help), but maybe not if you're on a time crunch.

I am moving, and I had ordered a bed and several accessories (several thousands of dollars in purchases) on the 9th of August and was told it would arrive the 18th of August (just a few days before school begins for me, which was perfect). Well, the 18th rolls around and we haven't heard a word from MattressFirm, so we reach out. Turns out they made a mistake in the shipment of the bed and wouldn't have it to me until the 23rd. This move had been a huge hassle to begin with, and this has just made everything that much more of a trainwreck. The I had to call family to wait around for the bed at my apartment because I would be in class by that point and unable to intercept the delivery. For the hassle they caused, I was only offered a cheap mattress and frame to use in the interim (calling it a "bed" would be laughable). They tried to make it sound like they were doing me a favor in providing this, despite how cheap it is. I was better off getting an inflatable mattress to use from Meijer. After all this, I call them back a few days after my mattress had been delivered (they said they'd have their manager reach out to me, but he never did), and yet I'm still getting all these emails saying "you didn't rate us yet!", so I submitted one saying I wasn't satisfied, and I got a call from another manager from a different store. On top of all this, two pillows I ordered were supposedly coming from the manufacturer and have apparently been "in-transit" for almost a month now. He offered to refund the price of the pillows (about $200) and an additional small refund for the inconvenience (another $200). Considering the price we've doled out for everything (over $4,000) and having to have gone without almost all of it for almost 2 weeks now, I could hardly call this a professional business setting. I understand some of the staff I dealt with seem to be trying, but just "trying" does not make a company an excellent business establishment. I cannot in good faith recommend this company, and will be telling my friends and acquaintances to avoid using Mattress Firm...

The store manager Lewis is unprofessional and dishonest. He told me he checked the warehouse and the mattress HE pushed us to was in stock. I call another location to to see if they had it in store and was told no and they also didn’t have it in the warehouse- the same warehouse as the Rockford store. When I called Lewis out on lying to me about checking the warehouse he tried to say he didn’t say that, then it was “miscommunication” but when I said it wasn’t miscommunication and that he said he checked and it was in stock he changed his story to oh I’m sorry I assumed it was in stock. When I asked for his managers contact info he refused to give it to me saying his manager wouldn’t like a call from someone he didn’t know. He would only say look at my reviews online I have great reviews. His reviews mean nothing to me - he was too lazy to check the warehouse for a mattress and decided to just tell a customer it was in stock. Then refused to take accountability or even try to fix the problem he caused. Called a different location and not only are they getting me in contact with Lewis manger but they instantly wanted to fix the problem, something that Lewis didn’t even offer to do. Avoid this store, all the area locations ship from the same warehouse all the way to the Chicago stores. Go to a store that wants to help...

I was met by Scott when I walked in the store. I haven't bought a mattress in 25yrs. When I saw 4 long rows, I thought I was going to be there forever, since I was replacing mattresses for 3 beds.

Scott immediately took my panic away. He asked me a lot of questions about my sleeping habits. I knew what I didn't want so Scott calmly listened to me without interrupting then led me to what he thought would be one of the best fits for me.

I ended up with more than I expected, which is a Beautyrest black series for my bed. As soon as I laid on it, my lower back could feel relief. With the sale, I was able to get the base that is adjustable for raising your head and feet (like a hospital bed does). Since I have an autoimmune disease of the nervous system, this is hugh for me.

My guestroom bed is a Sealy, on sale at about 60% off. The 3rd bed is for my grandson and also a Sealy. With their 72 month no interest loan. They will be delivered in 3 days, with them taking away the old!!

Scott was incredible!! No pressure at all. He gave me all the information I needed to make my decisions and the time for me to digest it all. We swapped stories and laughed while doing all the paper work.

I left Mattress Firm happy with my 3 purchases. I also felt like I made a new friend. I highly recommend...