Mattress Firm Walnut Place Shopping Center — Hotel in Saugus

I purchased a mattress, boxspring, frame and mattress protector from this location. I couldn't get used to the bumpy texture of the mattress protector, so i attempted to return it within 30 days. One of the sales associates told me to come back another day, when Randy the manager would be in. When i returned a few days later Randy refused to take it back, claiming it was a non-returnable item (even though i was never informed of this prior to purchasing it and there was nothing indicating it on the receipt). So i spent $1400 at this store and not only did they refuse to refund me a relatively insignificant $120, they wouldn't even agree to give me a store credit or exchange it for another protector.

To add insult to injury, when i mentioned that my mattress keeps shifting off my boxspring, they laughed it off, saying i must be a rough sleeper. Strange that i've never had this issue with any other bed i've owned. When i asked for a possible solution, i was told to go buy velcro somewhere else.

I 100% regret giving them...

Initially I'd visited a nearby store from which we'd bought loads of furniture over the years, and our last bed as well (up the street at B&P). 3 salespeople there - despite sharing I was a longtime customer - were standoffish and had me feeling like the oddball to get help and ask for pricing (which was not accurate to what I'd seen online). It was comedically disappointing, so I left and my next stop was the nearby Saugus Mattress Firm.

My experience with Howard Schmidt could not have been more different than where I'd just come from. He was friendly and welcoming, honest, helpful, extremely knowledgeable, patient and not pushy, and he exuded a genuine desire to work with me. This is a man who "gets it" when it comes to the customer and the value of service and relationships.

If that's the kind of experience you want while receiving guidance on what mattress product to purchase, then seriously look no further. It's worth driving in for to work...

The service at the Route 1 location is TOP NOTCH! Kat was friendly, patient, and knowledgeable! She really made it easy to help change out a mattress I was not sleeping well on! She is highly recommended to anyone looking for a mattress and really great service in a sales person! I work in sales at a furniture store so I am usually very critical of bad salesmanship/pushy salespeople! Kat was the total opposite of pushy! She offered great suggestions that really accommodated my picky sleeping tendencies without any kind of pressure. She took care of my exchange and made the process painless and stress free! I’m even getting my new mattress in only a few days as opposed to the never ending wait of backordered items that the furniture and retail stores are experiencing due to Covid! Needless to say I’m extremely happy! Thank you Kat, and thank you to the manager Howard who has also been very helpful during the process from the...