Mattress Firm Santee West — Hotel in Santee

Went in to purchase a mattress for my kid. Keith immediately started helping us and showing us mattresses. As he was showing the mattresses he was ignoring my questions only directing his attention to my kid. At one point he even pulled up the mattress out of my hand as I was feeling it. I thought it was rude and told him that I would appreciate it if I was included in the purchase. He was offended and proceeded to sit at his desk. Once we figured out what we wanted I told him we were ready and again ignored the situation and proceeded to act like he was busy with something else. We were the only customers in the store during this entire situation. He finally began to help us. I filled out the information for the purchase and asked about a military discount. He tried to not give me a military discount, which Mattress Firm does give, on an item that was regular priced and not part of any promotions. I began questioning why and he finally gave in because he had no reason not to. After the purchase he offered no help to carry out the item, never said thank you, and never shook my hand. I actually have had another bad encounter with Keith a while back in which he was rude and disrespectful. I came in to purchase a mattress but left pissed off because of how big of a disrespectful jerk Keith was. I have nothing against Mattress Firm but the employee Keith is completely disrespectful and is someone I would not want to be a part of...

I recently purchased a rather expensive pillow from Mattress Firm at their West Santee store. It was a Beautyrest Beyond Cooling pillow which didn’t perform as well as my old worn out pillow that I was looking to replace. When I tried to return it I was told Mattress Firm does not accept returns of such bedding items. Had I been aware of this ahead of time I would probably not purchased it, but I mistaken believed that Mattress Firm was an upstanding company with good customer service. I returned a second time to speak to the manager about my dissatisfaction and was pretty much blown off. “None of the mattress stores accept returns of “personal items” I was told. I pointed out that I was not made aware of this at the time of purchase and certainly Bed Bath and Beyond as well as other companies do accept returns of such items. This was met with "well that’s Bed bath and Beyond", as if they are somehow inferior. The manager also pointed out that it states right on the receipt “No returns No exchanges”. When I asked her if she always reads her receipts when she goes grocery shopping she smugly replied, “Of course I do!” I was eventually offered some money back. The manager said I could keep the pillow but the “restocking fee” was 70%! I guess the take away is just because a company offers a 120 night sleep trial (mattresses only) it doesn’t mean they have reputable polices or people working at...

I have purchased from this place before and enjoyed their prices and customer service. I had another great experience this time. Brian assisted me with exactly what I wanted, which was a full sized mattress and box spring set. He asked me questions to narrow down the best options to get me the mattress that I wanted at an affordable price. Also threw in a military discount since I’m retired Navy. On top of that since I am using the mattress for guests, his co-worker suggested that instead of a box spring that I get a foldable spring frame, it costs less then a box spring and performs the same function plus my guests can slide their luggage beneath it. Wow…. That is thinking of your customer, their situation and trying to save them money! Awesome!!! Additionally I wanted to pick up my mattress same day, they gave me the address to their warehouse, then called them letting them know I was on my way. When I got there the spring frame and mattress were loaded onto my friends truck in less than 10 minutes. The warehouse guy was really cool and had a positive vibe. It was cool to see that all of the employees that I have interacted with appear to love their jobs and their customers. Bottom line: You can TRUST this place THEY DO serve your interests with professionalism AND SPEED (plus they want to save you money while still providing you with high...