Mattress Firm Van Ness — Hotel in San Francisco

My spouse and I have had the same mattress; well, let’s just say for too long. We always put it off with fears of high-pressure sales tactics or possibly choosing the wrong bed and regretting our purchase. We’ve also heard horror stories about folks purchasing expensive mattresses only to find they are on sale a month later. Missing a deal is hard when spending thousands of dollars on a critical item like a mattress.

I suppose our overall review of Mattress Firm will be dependent on the delivery process. For now, I hope my review of Julio below is helpful.

We entered the store on Van Ness late afternoon this past Sunday. The store looked clean and orderly as we began to browse. A gentleman approached warmly, not abruptly, and simply welcomed us and invited us to ask any questions we might have. He also introduced us to the COVID safety protocols he and the store were following, which made trying the mattresses possible. We’d planned to maybe sit on them for feel but not lay on them until he updated us on the process.

After a few minutes, he checked on us at the perfect time as we had cultivated a few questions by this time. At this moment, the experience turned from good to great!

Julio had an articulate answer to all of our questions. He would proactively add to his response anticipating questions to come, which put our minds at ease. Rather than showing us every model in the store, he asked us some key questions and showed us three brands he recommended. We liked this because it kept it simple and we didn’t become overwhelmed with too many choices and variables.

Julio was an encyclopedia of information! Even if you don’t need a mattress but have sleep questions, he’ll be your guy. We learned so much and, by this time, felt so comfortable that we shared about our aches, pains, and recent lack of sleep. He was empathetically leaving us feeling very seen and understood.

We told him we would not be buying the same day, that we wanted to think about it. He was very agreeable to this and provided us his name and contact for follow-up questions. He integrated a bit of his personal experience, having purchased a mattress recently himself. Our rapport by this point was so good that we took his personal experience to heart and, in our minds, chose the bed he had personally purchased. We were committed to thinking about it, so we left the store.

As we were walking home, we debriefed on all we’d just learned from Julio, including special deals, satisfaction/price guarantees (120 days makes for a very confident customer). We got halfway home when we decided not to wait. We walked right back and purchased the mattress that Julio recommended!

The check-out process was so concise, easy to understand, and again comforting. We had no worries of hidden fees or being stuck with the wrong mattress if it didn’t work out. One of the essential aspects of Julio’ post-purchase guidance was the delivery process. We know what to expect when the delivery team arrives, which feels great.

We want to send our gratitude to Julio! Thank you for saving our sleep situation; thank you for your professional and kind demeanor. Our only concern is that the mattress we purchased is due to last 10+ years, so we will not have the chance to revisit Julio soon.

To any members of Mattress Firm leadership reading this, you have a diamond in the rough in Julio. It is rare to find a retail team member who presents themselves in this way,...

I called with what I thought was a strange request...I really loved the mattress that I was sleeping on, but wanted to upgrade to a Queen from a Full. I really wanted to get something with the exact same firmness without having to deal with those mattress-in-a-box options and potentially returning and exchanging a bunch of huge mattresses if I didn't end up liking it. Literally sounds like my nightmare. 👹

The only problem was that I didn't buy the Full mattress I've been sleeping on for the past 5 years, but the girl I got it from luckily left me a receipt from 2013 when she moved out. I dug it up yesterday and found that she bought it at a Sleep Train on Van Ness. After some quick Googling, I learned that Sleep Train was no more (single tear.. ⚰️🚂), and it was bought by Mattress Firm. Slight panic started to set in, and I was worried I might have to deal with searching for the perfect mattress while sheltering in place. 😫

Luckily for me, a super cool dude named Everett Washington (yes, just like the city) answered the phone. Not only was he able to pull up the original order from 2013, he was was able to suggest a couple similar but modern recommendations for what would be my very first mattress purchase, without being too pushy or a cheese-y sales-guy. He was great about helping me, and even threw in a mattress protector as a part of the Memorial Day sale! For a purchase like this one where I always assumed had to happen in-person, it was a surprisingly smooth process to do over the phone.

This was all yesterday and the mattress is scheduled to come in tomorrow — I doubt any direct-to-consumer mattress company can beat that 2-day shipping time. Granted, I haven't even slept on my new mattress yet, so this review is purely based on the awesome customer service I got from Everett!

And I know it seems like I must be one of those super serious Yelp reviewer types who writes novels similar in length to this one for every single innocuous little foodie adventure — BUT THAT IS INCORRECT!!!!! I actually hate writing customer reviews and this is a v rare instance. Also, I have a lot of time on my hands these days because, well, COVID. 🦠

They're starting to open up again with the relaxed COVID guidelines, so if you're in San Francisco and need to figure out what mattress to get, make sure to call Mattress Firm...

I just want to say that the manager, Andreas, and his team are amazing! I purchased a queen size mattress from the Capitola location a couple of years ago. I loved the mattress. Eventually, I moved to San Francisco, and had room for a larger mattress. So, I went to Andreas' store looking for the same mattress, but in a Cali King. Unfortunately, they didn't have the same brand in the firmness I wanted. So, I got another one that was supposed to be pretty similar. Fast forward a year, it wasn't the right one, it never broke in, it was to firm, causing me back pain, it was not good. Today, I stopped by to let the store know of the issue and that I'd like to swap for the mattress I was orginally looking for and wanting. Andreas happened to be working, understood my situation, and had me try a mattress that is what I should've gotten, and did a swap for me. I know most swaps have to happen within 4 months, and this had been a year, but it took that long to find out from my doctor it was the bed, and Andreas was very understanding and was willing to help me. I am in sales myself, and I am beyond appreciative of the customer support I received. Not only did he swap the mattress for me as an even swap, but we had a lot to talk about during the process and he made the interaction fun and engaging. I highly recommend if you need a mattress, head to the location on Van Ness and ask for Andreas. He will take care of you! Thank you Mattress Firm team for the assistance, it's much...