Mattress Firm San Pedro Outlet Center — Hotel in San Antonio

I phoned in to troubleshoot an adjustable platform that I purchased and stopped working when I moved it from one room to another. So I called a random store in hopes of helping me get the base to work.

I got very lucky and reached, James. He took my call and was very eager to help. I explained what was going on and asked him to get all the info so when my father came by it’d be a little easier on him to troubleshoot since I was in bed resting from just having surgery and my father was gonna have to do all the work.

Being out of surgery is the reason wanting the bed to work. James understood the importance and when I called back with my father, James took time to patiently walk us through the process and wanted to remain on the line until the issue was resolved. Sadly we couldn’t figure it out after 30 minutes. James felt defeated but I assured him he had done his best. I was really impressed by his customer service skills.

I am happy to report after replacing the batteries in the remote with all brand new ones (like we should’ve in the beginning instead of just the two new ones we could find, as opposed to all three) We got it to work!

I will add although James is new to Mattress firm he was excellent at navigating us through this process and he was very knowledgeable of the product.

He provided us with customer service that goes unmatched. Most people wouldn’t take the time to do what James did. So as I type this in bed with my head and feet up in a comfortable position while I heal from my surgery, I want to send a big thank you to James for helping us. Your kindness is making all the difference in my life today....

Terrible experience! Between the sales people and the Mattress Firm inventory as seen on their inventory made it a nightmare. I contacted them early one weekday requesting information on mattresses. The sales lady was friendly and emailed me a list of what they had in inventory today. She included the locations of where I could pick them up. I inquired if I could test the mattresses at any one of their stores before deciding on a mattress. I purchased the mattress at one location and was told I could pick it up at the mattress firm at another location which was the same location listed in the email. When I arrived to pick up the mattress, they did not have it. The sales lady indicated that it would not arrive until Next week. She stated the receipt indicated a date next week. I explained to the sales lady, who was friendly and helpful, that the email listed her location as having it in stock. In addition, I told her the salesman at the first store said I could head there now to pick up and it would be ready for me when I got there. She said they had the mattress at another location which was too far for me to get it. I asked her to sell me what she had on hand. So I paid for another mattress because sales lady said I had to pay for the second mattress before she could cancel the first purchase. Her inventory indicated she had three on hand. When she went to get the mattress there were none. She then tried to send me to another location, offering me a discount. At that point I was so frustrated, I asked her to cancel the sale,...

I walked into Mattress Firm looking for all new beds because my home had burned down. Samantha Hawkins met my sister and I as soon as walked in with a great big smile, she was VERY personable, empathetic and made the buying process so easy. She was very knowledgeable on the products, showing me every kind of bed to make my choice, from the most expensive to the cheapest!! I appreciated her time and knew she had my best interest at heart. She took her time with me and wanted to make sure to help me save as much on my purchase as she possibly could.

I have never had a sales person like this before. She wasn’t trying to push me into anything just to make a buck. She wanted me to get what I wanted and ultimately be happy when I walked out the door. I made my decision on the beds and I was very happy. She stayed in touch with me all the way up to the delivery. I will refer Samantha to everyone I know looking to buy beds.

I would have given her 10plus stars had they been available. She is definitely an asset to your company without a doubt. Give her a raise, she deserves it!!!

My sister and I both agreed that when we left we felt like we had known her forever.

Thank you for everything!! I felt like I got an amazing deal on my beds and...