Mattress Firm Rocklin — Hotel in Rocklin

I posted the review below right after leaving their store quite upset. Since then Nick has reached out to me and apologized for forgetting to give me the rebate form or sending the items he promised. I believe that his apology is sincere and that in fact this was just an oversight on his part. As I state below Nick was very helpful when we were shopping and I should mention that the store has an excellent selection of mattresses and that we very much like our new mattress.

We went into the Mattress Firm store in Rocklin to purchase a Tempur-Pedic mattress at the same location where we had purchased our last Tempur-Pedic mattress 14 years earlier. Our salesman was Nick who appeared to be quite nice and helpful. The total bill was a little over 5K and Nick stated that if we chose the 12 or 24 month same as cash option we would get a prepaid card for $150. He told us delivery would be 2 days later and that we would receive an email with a 2 hour window for the delivery, and that we would receive a phone call from the driver when they were on their way. The next day we received an email telling us delivery would be between 4pm and 6pm and that again stating the driver would call when they were on the way. At 6:40pm the following day we had had no delivery and no phone call. At this time we don't know if or when they were coming, so I called the store. Nick was not there and I told the person that answered about the issue. I expected to hear something like “I'm sorry, I will contact the driver and ask them to call you with an ETA”. Instead I got “YOU need to understand that we have a lot of deliveries”. Clearly according to this idiot this was my problem, not theirs. At this point I told him to have Nick call me and I hung up. At 7pm we decided to sit down to dinner and a couple of minutes later, there they are at our front door. No phone call, no I am sorry we are late, just where are we going? Next morning I found some information cards/sheets that were supposed to be delivered with the mattress strewn in font of our front door. The delivery guys had to literally walk over these on the way back to the truck.

Two days later I talked to Nick who wanted to know about our delivery experience. I described the above to him and told him that his coworker was extremely rude. He apologized and said that in response to my phone call they should have contacted the delivery manager to have him contact the driver. (The delivery manager did send me a text asking if they had earned a 10 or a 9. I replied that they had not and I would be glad to provide him direct feedback.. Never heard from him again.) Nick said he was sorry for the problems with the delivery and the rude coworker and said he would send us a set of sheets and a pillow to make up for these issues. I had not asked for anything, but I thought that this was a nice gesture on his part. Unfortunately it was also an empty gesture,

Over 30 days after the purchase I had not heard from anyone at Mattress Firm and of course, no sheets and/or pillow. Also no information about $150 card so I contacted the credit card company. They informed me this was a rebate from Mattress Firm and I needed to submit a form. I called the store and asked about this form and he told me to come by the store to pick one up. Apparently Nick was supposed to provide it to me but did not. I asked the person on the phone if he could email me the form but he told me he was to busy and that it would be better for me to come by the store. Again, after a 5K purchase, how could I possibly expect him to take a couple of minutes to email the form. In fact all he had to do was provide me the code so I could complete the rebate form online. So the following day I to the store where I saw Nick who said that he was sorry if he forgot to give me the form. I let him know that I also never received the sheets or pillow that he promised. At this point he did not say “I'm sorry, I forgot”. Instead he said “I can still send them if you want”. I told him I did...

First this 5 star review is for Sam at the Rocklin store ONLY. Our Matress Firm experience began a couple weeks ago at the North Highlands location where a man named Mike helped us. We fell in love with a mattress that was really expensive. Mike kept trying to put us on cheaper mattresses because he was assuming we couldn't afford the expensive one (we could and did) even though we told him several times money wasn't a problem. After looking around, we decided to leave to do a little more research since it was the first place we had been to in our search for a new mattress. A week or so later, after deciding there wasn't anything we liked better, we returned to the North Highlands location. We arrived at 10:30 on a Monday morning and the store was locked tight even though the posted hours said they open at 10 am. Mike was in the store but he was in the back engrossed in something. We waited for a few minutes even knocked once and we were ignored. It wasn't until we were in the car deciding to go to the Rocklin location, that Mike came out unlocked the doors and turned on the open signs. So off to the Rocklin location we went where we met Sam. She was friendly, knowledgeable, and unassuming. She set us up with exactly what we wanted, gave us a good deal, and even made sure we had same day delivery. Sam was great and deserves a raise and promotion in our opinion. Now on to the delivery experience. It was smooth, fast, and on time which was great. However, my boyfriend arrived home as the delivery drivers were finishing up and he saw them taking our old mattress into our neighbors house. Now I don't mind if they needed it, that isn't the problem. What I'm wondering is if the drivers just gave it to them, or if they bought it from the drivers making them a sneaky profit. I thought the recycling fee we pay now was to ensure the mattress was recycled. Technically it was recycled, but it just seemed super shady. I will have to ask my neighbors if it was given to them, or if they paid for it. So the moral of the story is if you want to shop at Matress Firm avoid North Highlands like the plague and go straight to the Rocklin location. Also watch...

Went in early March to try out the Purple brand and loved it. Kathryn (I think that was her name) was the sales assistant that helped us out. Was very knowledgeable and helpful. Was as good of a salesman as one can be.

Ended up buying the Purple 3 and the Mattress Firm brand adjustable base. She informed us that we can get everything within 4 days; we needed to wait 2 weeks for various reasons and was told this wasn't going to be a problem.

Night before delivery, didn't get a phone call from them giving me a delivery window. Called store and he gave me the phone number to the warehouse and told me to call in the morning, which I thought was weird as it is an internal warehouse not for customers. Called the next morning and was told that I wouldn't be getting a delivery that day. A bit irritated, but fine. Called the store and spoke to Mike and he rescheduled the date for a few days out. When asked if he could refund the delivery fee, he got real up in arms and was claiming I would be hurting the commissions of the salesperson who sold it to us. After a few minutes he took off an extra $100 and guaranteed my delivery for Tuesday.

Monday night comes and no call or updated delivery. Called Mike again, he called the warehouse, and then let me know they wouldn't have the base in for 3 weeks. Told me I could buy the more expensive model to get it on Thursday. Very aggravated at this point; he was very friendly but I thought the communication was poor.

I don't understand how they can guarantee two different dates before realizing they don't have the product in and won't have it in for months. Also annoyed over the fact that I had to contact them about my deliveries because I never received any email or phone call regarding the delayed shipment.

In the end, good store, very pricy, good people, but the communication was lackluster. I would recommend going to other stores if you can avoid...