Mattress Firm Hillcrest — Hotel in San Diego

Incredibly disappointed with the customer service. This was my first time mattress-shopping, I walked into this location with a list of what I was looking for plus quite a few questions I was hoping the sales associate could help me with to find my perfect mattress and pillow. I look fairly young so I don't think the associate took me seriously when I walked in, not knowing that I had an unlimited budget and was willing to spend thousands on a new mattress. She sat behind her desk on her computer, yelled out an unenthusiastic 'Hi' across the store after she hung up the phone. After a few minutes I realized she wasn't going to come help me, so I started asking a few questions. She responded, pretty rudely, saying that they don't carry the type of pillow I was looking for (firm, no memory foam). Okay then... I started looking at mattresses and asked another question about what she recommends for side-sleepers. Still not moving from her chair, she yelled across the store 'any of our mattress are good'. I was actually shocked at this level of customer service and I am not one to write negative reviews but I was shocked that she either wasn't taking me seriously as a customer prepared to spend thousands of dollars at her store, or just didn't care to help customers. I walked around from mattress to mattress, visibly confused and trying to figure out what works best for what I was looking for, even resorting to googling the mattress and brand name on my phone to read information about it since I wasn't getting any help from the (no)sales associate. Eventually I found a $3,000 tempur pedic mattress that I liked, along with a fairly expensive pillow (the purple grid pillow). I took pictures of each and ordered them online directly from the website instead of giving this company my business.

To the manager- you need to have a serious talk with the associate that was working at 3:30 pm on 8/22/23, she is costing you valuable sales and losing your customers.

If you are looking for help finding a solution to any of your sleep problems, this store will definitely...

If you are looking for a bed, pillows, or sheets, this is the place to go!! I came in here recently and had the opportunity to work with the manager Antionette Grignon. If your looking for world-class service, going above and beyond, come see Antionette at Mattress Firm in Hillcrest!! Antionette spent over personally helping me find the perfect bed. This is a tough decision to make, but I could not have asked for a better person to work with. Antionette showed me many options and after really getting to know who I was as a person and what I was looking for, we narrowed the search down to the perfect bed. Antionette's professionals, patience and knowledge of the products sold at Mattress Firm was stunning. She knew more about beds, coils and what is inside each bed there that surprised me and helped me find my perfect bed

Antionette, thank you for treating me like family. That is the world-class service that I am always looking for. Thank you for NOT trying to rush a sale or make money. To me, your not a salesperson Antionette, your a world-class representation of the Mattress Firm establishment. Thank you so much Antionette, I cannot thank you enough for spending so much time with me and really helping me find the perfect bed, I am extremely happy with the decision that I made.

Highly recommend Mattress Firm in Hillcrest. Go see Antionette, I promise you, you will not regret it!! Mattress Firm, thank you for having someone like Antionette represent and symbolize your company. She is the reason I will continue to make purchases at Mattress Firm and recommend Mattress Firm to family, friends and...

I was literally terrified of the whole warranty/exchange process having never been through it and having read about a LOT of negative experiences, but, my original salesperson Candice was ready to go to bat for me and held my annoying little hand the whole way up until I received my warranty voucher. Then, as she had moved to the Encinitas store, she assured me that the new manager at the Hillcrest store would be able to help me the rest of the way through. I was skeptical and nervous because my situation required some good will and compassionate understanding on the part of Mattress Firm, and as I would now be working with someone new, I feared I would have a difficult time of it. Nothing could have been further from the truth! I felt completely comfortable and at ease from the moment I first spoke with Antoinette, the new Hillcrest store manager. What an awesome person! She took care of me and I left with a very strong positive feeling regarding future business with Mattress Firm. It is clear that Antoinette is not only very efficient, fast, focused and more than competent at her job, she is also just a really personable human and I plan on popping in on her whilst on future grocery trips just to say howdy ;-) I can't thank her enough for helping me finally put all of my bedding woes to "rest" ... heh ... couldn't...