Mattress Firm San Rafael — Hotel in San Rafael

I am disappointed with the service my husband and I received from this store. The first time we made an appointment, we actually visited the Mattress Firm in Larkspur, and it was a total waste of time. They lectured us about some sort of monopoly, and when I requested info about a specific brand I was looking for, I was told they were out of stock. However, when we went to visit Mattress Firm in San Rafael, the brand had several mattresses featured prominently on the floor of the store. Aren't all stores the same? Apparently not. We found what we needed, and we even opted to purchase pillows as part of our order. We also acquired the "adjustable base", a bedspring that allowed the lifting of the head or legs. We went all in. We chose the mattress, the salesperson was helpful and gave us good discounts. However, when the delivery people arrived a few days later to our home, they brought a totally different mattress! A mistake was clearly made when the order was placed. The same people had to come back, take the mattress away, and deliver the correct one. Pain in the butt! On top of it all, the delivery staff left this "Review Paper", asking us to give them an 8 if we were unsatisfied with their service or a 10 if we were satisfied. What kind of trick is this? It was outright insulting. The problem did not stop there, we waited almost two weeks for our pillows to arrive, and when they finally did... boom! It was only ONE pillow. Again, a mistake had been made while placing the order, and we only received the one. We had to contact the salesperson again, and eventually place another order. More waiting, more annoyance. In the meantime, whenever we reached out to ask for help, no one was able to assist us, they kept pushing responsibility for recompense back onto the helpful sales associate. That's a supremely suboptimal service there and a strongly unsatisfied...

I called the store to get some information on what mattress would be the closest to the original Tempur-pedic from the mid 2000s because that is the one that I fell in love with. I have had bad luck in the mattress buying department and have purchased multiple mattresses in the last two years from well-known companies (not Tempur-pedic) and have ended up getting Tempur-pedic toppers for them because in the store they feel great and not so much outside of the store. It’s been a big headache to deal with honestly. I really like the toppers but wanted to find out which mattress to purchase based on the closest to the original that I loved almost 20 years ago. Anyhow Michael is amazing!!! He answered all my questions. He was extremely knowledgeable about all the different types and suggested the models I would probably like the best. Tempur adapt pro firm or Tempur adapt medium. He wasn’t pushy, he was easy to talk to, and I could tell he was really genuinely trying to help me. He took time to make sure he answered all my questions and did not rush me off the phone. We had a real conversation about my own actual needs and thoroughly explored all solution avenues. I’m not sure if he is a manager at the store or what his title is—but he should be promoted! Thank you Michael for your top notch customer service. You are an asset to...

Shopping for the right mattress for me is daunting and confusing. After being bombarded with Mattress advertisements on TV, Internet, and radio, I decided to “just do it.” I was looking forward to having an improved quality of sleep, and was hopeful a new mattress, with all of the new technology, would help. I had adequately researched options, but without laying on the mattress, it is futile. My wife and I apprehensively entered the Mattress Firm store in San Rafael, and was quickly overwhelmed by too many options. Ed Phillips greeted us and asked if he could suggest a process that efficiently narrowed the options. I was skeptical. Not only was Ed a good listener, he navigated both of our wants, provided several options, and effectively helped us cultivate our ultimate decision. He was extremely knowledgeable and made the decision process from start to finish awesome. Oh and Ed’s associate, Brent, offered valuable insight as well. Thanks again and...