Mattress Firm Shorewood — Hotel in Shorewood

I purchased a mattress about 2 months ago. I was informed about their 120 day guarantee. I attempted to adjust to the mattress but unfortunately that never happened. I called the store and the rep which I spoke with was very reluctant to provide information about how to return it. I was given several different prices on the cost to return even though the receipt clearly stated something different. I asked for the number to the district manager and was told that they could not provide it. I was eventually told that someone would call me back. However, that never happened. I had to repeatedly contact the store after being told that they needed to contact the district manager for approval. Again, I had to contact them to see if it had been approved since I was unable to obtain the refund until the mattress was back in their possession. I was finally given a time for pick up which did not work with my schedule. I tried to contact the store immediately to be told that I had to wait until morning and someone would call me to no avail. I contacted the corporate number, and they were able to assist me in sending a message to the district manager. Needless to say, she never called. I had to, again, contact the store to reschedule my pick up. They always say to the customer that they will work with you on a delivery time. However, no matter what day and/or time I suggested, they always came back with something different. I was finally relieved of my unwanted mattress a week later. This was one of the worst customer service...

Bought a King and Queen bed with a platform type frame made by a company called Leggett and Pratt. It is the frame the salesman touted as a great deal. That frame does not have holes drilled allowing for a head board to be attached. So I stopped by to see if they sold a kit or attachment I could buy allowing me to use the head board. Well, clearly I was a nuisance to the guy because I never really got a straight answer other than to say go to Amazon, they have em'. I did that and didn't see one that appeared to be the right fit. So I called the 800# for Mattress firm and came up empty because they said to call the store. Then I called the store again and asked if they have a kit or adapter they sell. He said he would call back. He never did. So Mattress firm sells many of these frames and I am the first guy who wanted an adapter for the frame to allow a headboard to be attached? Doubtful. It is so obvious that the only thing they are concerned about is getting their commission and that's it. Their body language and facial expressions tell that story. I have been in sales 34 years. I recognized that right away. Well, I need another bed and guess what? It will not be bought at Mattress firm. I dropped $2800 there and can't get a phone call? The service was not what it should be and they should know how/where to get the adapter.......They should sell them! ...

Do not buy the powered bases from mattress firm. I purchased one for myself and one for my mother. Both have failed. Within a couple months the bars at the top bent to where I couldn’t use the top portion of the adjustable bed. Not much longer the same thing happened to my moms. Within one year of purchasing the legs in the middle have snapped off. The LEGS of this entire thing is made of PLASTIC! They charge $1000s and they provide plastic legs for a heavy base? Ridiculous the craftsmanship of the entire thing is cheap, the metal is very thin and fragile. Do not recommend to anyone! And the minute you purchase it, they add a note to your recipes that says no exchanges or refunds. No this was not a discontinued item either they are still selling this exact model. Only reason I can think they wouldn’t allow exchanges or returns is because they know how crappy their product is! I’ll be making a complaint on BBB as well. I attached photos, I tried setting the legs back in their spots to hold the bed up until I can get a new REAL metal frame from another retailer, second photo shows bent bars at the top, the bar should be where the labels are attached but as you can see it’s bent several inches down. I’m not 300lbs or over that and kids don’t play on it so no reason any of this should...