Mattress Firm McKnight — Hotel in Ross Township

Find better quality, selection, and service somewhere else!

The regional manager, Joe, was great and gave me a good initial deal, though he did upsell me on an adjustable base, which is a common tactic at this store in general. I don't regret that part of the purchase however - just everything else to follow.

I had over a month of dealing with MattressFirm, and their sales were great, but the quality of the beds and their customer service was lacking. There was also not a very large selection in store. So their trade in offer was not very valuable.

After getting a mattress that was a good fit initially, it lost its support after 30 days. Within the trading window, I returned to the store to find something better.

I spent over 12 hours at MattressFirm dealing with finding the right fit, and still ended up unhappily returning everything and paying a hefty 20% restocking fee.

The manager I spoke with over the phone to try and resolve a final return issue with a mattress I could not sleep on without instant pain (very different from the floor model I tested), who insisted I take his name, Kevin Delancy... was a policy hardliner with enough psychologically manipulative tactics, you'd think his previous job was manager for a disreputable used car lot, with a dishonorable discharge.

I suggest taking a slightly longer drive down to Mattress Warehouse in Bridgeville. Even if just browsing, there is a much larger selection to choose from. And the policies there are much more reasonable - no restocking fee. And they won't try to upsell you on an adjustable bed frame you don't need.

Sales: 4/5 - answers phones, helpful

Quality: 2/5 - beds are not exactly top of line, prices may be lower, and in this case you get what you pay for

And the store was dirty, to the point where I was offered a floor model, I had to refuse because I knew it had to be gross. I mean, you can see brown stains on some of these floor model mattresses.

Selection: 1/5 - few beds in the mid to upper range to choose from

Customer Service Policies: 1/5

I think the one bad call was enough to put this here, but the policies themselves are also not consumer friendly

By comparison, ordering online from say, Tempurpedic gives you only a $100 shipping fee to return the mattress. This is 2019. Why should a consumer pay 20% for a bed they can't use after 30 days?

So really, the only thing Mattress Firm does well is answer their phones and provide next day shipping.

Had I skipped the convenient location of this store (its only plus for some of us) and gone to Mattress Warehouse in Bridgeville instead, I would have saved 4 nights of painful sleep, 10 hours of exhausting browsing, and over $600 (assuming no returns) and over $1000 including returns. That's just basic math.

My guess is the 5 star reviews are from people that never needed returns, or that don't know there's something better out there.

And yes you awesome 1-star reviewers. Why are 2 stores of the exact same name across the street from each other? One of these stores is bed enough (see what I did there?), and there's a Mattress Warehouse nearby as well on the same street, though I did not visit these...

If you have some type of headache medication handy, you might want to take it now and wait for it to kick in before you read this one.

My boyfriend and I purchased a queen mattress and box springs. When we made this purchase the manager knew we were unsure if we’d need the box springs and she told us that we could always return them. She forgot to tell us how difficult it would be to do so.

I call the store and ask about the return policy and the guy on the other line tells me it’s his first day and he’ll have someone call me back. Never received a call back. I Google another number to call that’s just the general mattress firm number and he tells me they are doing no returns during COVID. My boyfriend does an online chat at the same time and the guy tells him to take the item to the store we purchased it from to avoid the shipping and handling fee and they might even waive the restocking fee for us.

I get my dad to bring his truck over on his day off and we drive 25 minutes to Mattress Firm and guess what…YOU CANT RETURN ITEMS IN STORE!!!! We asked if we could take them to the warehouse and they said no. They blamed the misinformation on a guy at another store that apparently does this all the time. Oh and apparently they never stopped doing returns during COVID.

I take my box springs all the way home and the manager Nicole gives us a call and tells us we have two options. 1. We can schedule a time and day for them to be picked up at our place or 2. WE CAN TAKE THEM TO THE WAREHOUSE. My dad and his truck are already gone so we schedule a pick up for Tuesday.

It’s mid afternoon on Tuesday and still no sign of Mattress Firm so we give them a call. Nicole says we aren’t on their pick up list for today. Nicole is the one that scheduled the pick up guys!!! She calls us back and guess what she asks us to do. BRING THE BOX SPRINGS TO THE STORE. I can’t make this stuff up. So my boyfriend straps these things to his car and takes them to the store we were at a week ago.

Seven days later my boyfriend gets a call from a random number and the man is asking about a refund for his mattress. My boyfriend is confused thinking this man is a Mattress Firm employee. No. This is another customer that was emailed our receipt. Our receipt with our names, phone numbers and home address on it.

I totally understand staffing issues at this time. It’s so hard. But I was so excited to purchase a new mattress and this experience was exhausting.

Please train your employees to not give information unless they are 100% certain. Also Nicole genuinely was very nice and was...

Had a wonderful experience here all thanks to Amber! We were just starting to dive into our mattress search and still had a lot to learn and figure out in terms of narrowing down our options, but Amber made the process seamless, fun, and incredibly informative!

It’s easy to feel overwhelmed in making such an important choice, but having the right guidance makes all the difference. From the moment we walked in, Amber treated us with the utmost respect, hospitality and cordiality, all while proving to be a knowledgeable resource who’s very well-versed on the ins and outs of the bed world. She started with an initial assessment to get a better concept of our needs, preferences, sleep styles, etc. and started to walk through recommendations from there. She showed us a diverse range of options from different price points within our budget, and even discussed alternative means to attain options that initially seemed beyond our budget.

She took the time to make note of what we liked the most along the way, and put together a comprehensive list so we could focus on learning as much as we could about what worked best for us. I was apprehensive about trying out a larger chain, thinking we would feel pressured to commit on the spot in order to lock in the sale, but Amber took a much more amenable approach in recognizing that this is a big decision to make, which we thoroughly appreciated.

Long story short, Amber went above & beyond to provide a positive stress-free experience and if you’re looking for the same on your mattress hunt, I highly recommend paying her a visit at Mattress Firm McKnight!...