Mattress Firm Mid Rivers — Hotel in Saint Peters

Our experience with dealing with Mattress Firm as a company was great. My husband and I purchased a mattress about 3 years ago, and in that short time it developed a 3 ½ inch body impression-divot. We filed a warranty claim and the company responded within a week approving the claim and giving us in-store credit for the price of our original mattress. The whole warrant process was smooth, timely and have no complaints. However, when we went into the store on Mid Rivers Mall Drive, in St. Peter, MO to pick out a new mattress and use our warranty credit, this is when the experience became unpleasant and our opinion of Mattress Firm as a company completed changed. When we entered the store we were greeted by Ken, who we later found out he was the store manager, we told him that we were looking for a mattress, he happily and pleasantly took us around the store explaining the different options and sharing his knowledge about mattresses. When we had our options narrowed down between 2 different ones, we told him that we had a warranty credit and that is when it all changed. Ken scolded us for not telling him upfront that we had the credit, he said that changes everything because; “I don’t have a dog in this fight. I work on commission and with that (pointing to our warranty claim letter) I don’t a get commission. You having that claim changes everything” He said we wasted his time and that he would not have given us his sales speech if he knew about the credit. We were the ONLY customers in the store the entire time. He did NOT miss out on any other potential sales while he was with us. I was so uncomfortable I wanted to just leave and walk out. My husband pushed back saying he didn’t see a difference; we are still paying customers (actual two time customers) of the company and whether we have a credit or not we should receive the same customer service. After Ken’s outburst about not getting a commission on our sale, and as an attempt by my husband to ease the tension he offered to reach out to Ken’s manager with positive feedback, but Ken said, “to be frank, compliments don’t end up in my pay-check.” We wanted to know about the different mattress options so we could make an educated decision on our replacement mattress and us having a warranty credit should not impact the level of service or amount of information we are provided. We were actually looking at a mattress almost double our credit amount; why would we not be entitled to the SAME customer service as anyone else who walked into the store? How a company chooses to pay their employees (commission, salary, hourly) should have no bearing on the customer and it is unprofessional to have employees discuss this with customers. As a customer I have NO control over how your company pays its employees. It’s not our fault that the original mattress had a manufacturing defect and we had to file a warranty claim of which the new sales person would not make a commission off of. Ken did eventually end up apologizing for the way he acted and gave us $20 off our delivery fee, but the damage was already done. His initial response was unprofessional, disrespectful, and a horrible representation of your company. When we found out Ken was the store manager, we were absolutely shocked. When we asked for his manager’s name (3 times), he said they were impossible to get a hold and would not give us that information. He said we can leave a google review, they monitor those. So that is what I will do and make sure I spread the word to my family and friends about the horrible customer service I received at the Mid Rivers Mall Mattress Firm store. Unfortunately, the warranty credit can only be used at Mattress Firm so we had to purchase another mattress if we did not want to...

I just wanted to share our experience with this store location employee's. I'm not sure about other Mattress Firm locations but the people who work at the Mid Rivers location are amazing! We first purchased a mattress last year from Brian Jolliffe. He was exceptional. We passed a closer location (not because of a bad experience) and went back to this location because we had such a good experience with Brian. This time however, it looked like Brian was not working this day. Todd Neal & Jess greeted us. We said we needed two queen mattresses and box springs but one set we needed right away. They had one box spring in the rear of the store that had been on display and we could pick it up that day. We bought two queen Sleepys mattresses in a box. I mentioned to my wife we could take the two mattresses home in our SUV but I would need to rent a truck at Lowes and then come back to pick up the box spring. Todd overheard us talking and asked what area we lived. We told Todd and he said he drives past there on his way home. Todd said he brought in his truck to work and could drop off the box spring mattress for us. Todd went above and beyond for us. Not only was this a time saver for us but also saved us the cost of renting a truck. Turns out Brian was in that day "on his day off" preparing for a high level company visit the next week. Later, Jess helped us out a couple of times regarding delivery of our other box spring and the pick-up of our old mattresses. I must say Todd, Brian and Jess's commitment to the customer is extremely top shelf. You are treated like they really appreciate your business and I really felt the need to write a review. They really are a great team! Mattress Firm has some exceptional employees here. We will definitely come back and recommend them to anyone needing a...

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Mattress Firm Clearance Center Mid Rivers Mall Drive 195 Mid Rivers Mall Dr, St Peters, MO 63376 Mattress store Tom Nagy 1028 points 3 weeks agoBEWARE OF RESTOCK FEES!!!!!!! Sales advise you have 120 days to check your mattress to see if it's right for you, and how simple it is to EXCHANGE a mattress for 100 bucks(pickup and delivery). No mention of a 10% restocking fee up to $250, which mine would've been $250 minimum because my mattess was $3400. Plus add the $100 for pickup and delivery ($350). So once you buy, you are in the hole for 10% and exchange delivery fee, no matter what! If I wanted to RETURN it and buy a matress somewhere else, I would've had to pay 20% and an a higher $195 for pickup plus $90 for the non refundable mattress protector. Putting me back 790. Whoa!

Yes, the info is given to you on a pamphlet AFTER you BUY and SIGN your name on the agreements! Not told before!!! This should be clearly brought up before purchase considering choosing a mattress/laying on it, takes more than an hour in your store. Who can spend the night? Umm no one? Mischievous if you ask me. Imagine $350 to & $700 per person who falls victim to this well thought out plan? That's a lot of free money for M-Firm to RESTOCK! What...rewrap and put back on the shelf?? Rediculous! I bought a 3400 dollar Stearns and Foster. I had only slept for 2 days on it when I knew it was too soft. Called to ask to return, thinking it would only cost the pickup fee. I was hit with the restock info and cost. Now I'm stuck with a 3400 dollar matress or pay the 790 for returning. Wow! My sales guy was not so nice now. Not good MF... (Mattress Firm). Losing 790 to try a mattress? With a protective cover? Is WRONG! I will inform everyone I know...