Mattress Firm Market Center Drive — Hotel in Rockwall

LET THE BUYER BEWARE.

I purchased a new mattress and box springs from Mattress Firm in Rockwall, TX on March 17 or 18, 2020. Delivery to my area was to be the following Monday, March 23. I had a discussion with the sales person around their offer of a free adjustable base. I told him that I did not want the adjustable base, but rather, I wanted a mattress and box springs. The sales person said that would not be a problem but that they just didn't sell many box springs. He assured me that it would not be an issue and that I would receive the box springs with the mattress. When the drivers brought the product, they did not have the box springs on the truck. I refused delivery of the mattress only.

I immediately contacted the sales person who was INCREDIBLY rude and did not offer ANY help. He was "busy with another customer in the store." I can only assume that he was busy making another sale that they will not stand behind. He did offer to call back and he did. He eventually said that he would cancel the order and the charge would be removed from my credit card in 10 to 12 business days. I told him that it was UNACCEPTABLE to charge a customer's credit card, fail to deliver the products that the customer purchased, and then tell the customer that the charge could not be reversed for 10 to 12 business days.

Again, BUYER BEWARE. I contacted the corporate office/customer service center. The customer service (or lack of service) told me that they were unable to do anything to assist me since my purchase was made in store. They did, however, have a manager contact me. I believe it was the manager of the store where I purchased the mattress.

He told me that he could deliver a box springs to me on Saturday, March 28. He said that was the first "slot" that they had open. I want to point out here that the sales person told me that they only deliver to my area on Mondays. The manager said that they deliver Monday, Wednesday and Saturday, but that Saturday was their first opening.

If Mattress Firm cared about the customer, they would have made an offer to deliver box springs on the original delivery date, or at a minimum the following day (regardless of what it took to do it).

This was my first AND LAST experience with Mattress Firm. Not only have they lost a customer, they have gained a former customer who will not hesitate to spread the word about their terrible...

Adam was unacceptably rude. Called before coming in to ask if they had a mattress in stock and available to pick up which we were told yes. Upon arrival Adam was assisting another family and were not greeted as we entered. We knew what we needed to purchase and after waiting for about 3 minutes he walked up to us without introducing himself and asked with a blank stare and attitude “What are y’all looking for?.” We then told him which mattress we were looking for and he said “Yeah we have it,” then he proceeds to look at us as if we knew where to get it from and said nothing for about 10 seconds. We then told him we would like to purchase the mattress and he looks around and sees that we came in a car and proceeds to say “I mean we’re about to close and y’all came in a car? I don’t know how y’all are going to fit a 54in mattress in there?” (He said they were about to close around 19:25, which I’ve purchased from Mattress firm before and the purchasing process took 14 mins. Plenty of enough time to help us with our transaction BEFORE closing time 20:00, while the other family tried out the mattress they were interested in). Which he was not aware that we had our father coming in 5 minutes with his truck. He then begins to tell us that he can order it online but that they don’t have it in store. At the end of our visit he suddenly became nice as he knew he would not have to help us any longer. Only way I got his name was by asking as we walked out.

He judged a book by its cover and...

Avoid at all cost! I bought a mattress and box springs from the Rockwall store that came from their outlet. I specifically asked the the Beauty Rest Recharge and was told that model had been discontinued and the salesman directed me to the supposed model that replaced it. It was not even close to the same as he said. It was not a pillow top and was uncomfortable. Lie number one. Then he offered me box springs that didn’t match but said the only difference was color. Lie number two. One is taller than the other. I went back to the store after one night of sleeping on it and asked to exchange. I was told there was no exchange on outlet purchases. After expressing my displeasure with the salesman (who’s main objective was to be right and me wrong), I went outside to call corporate customer service. What a joke! You cannot get anyone on the phone. The customer has to fill out a lengthy list of information that I did not have and they will get back with me. No thanks! I have bought at least 4 mattresses from Mattress Firm but the salesman could care less. Unless you buy one of their in stock mattresses off the floor and are absolutely sure you know what you’re getting, good luck! I will never buy another mattress from Mattress Firm again and I will continue to tell my story. My daughter is looking for a mattress now...she will not be...