Mattress Firm Snellville — Hotel in Snellville

Very disappointed! Dealing with Jacque, the “manager” has been an utter nightmare. I have back problems and have been using soft mattresses for comfort because a firm mattress leaves me feeling bruised. I went in to Mattress Firm on Scenic Hwy with my mother to purchase a new mattress. I was shown and demonstrated a very soft mattress. We bought it and I waited for delivery. The mattress they delivered is like a block of concrete. When I called the manager and Sales associate, I was treated and spoken to very condescendingly and argued with by their manager, Jacque (Jackie). The associate, Alex Scott made a mistake. Not hard to fix… Instead she chose to argue with me and said I should have double checked my receipt! She then told me, after I told her I was in severe pain, to use it for 21 days! Years of gymnastics has made my back almost impossible to ever sleep on anything even a little form. She then proceeded to tell me that the sales associate wasn’t there and that she is leaving for vacation for 10 and we couldn’t talk to them until she returned! I then asked her for the corporate number and she told me she could not give it to me and I could only call customer service! I am so disappointed and sore. This could have been an easy fix. I would NEVER ORDER A FIRM MATTRESS. I hope others read this. This is the absolute nightmare you wouldn’t wish on anyone. … and then refusing to give me their corporate number for help just shows you what kind of gratitude they have. PLEASE take your business elsewhere. I don’t know if all Matters Firm’s operate this way. I...

I purchased a 12" Curve mattress on 01/15/2024. The mattress was delivered on o1/17/2024. The mattress only inflated to 10". I contacted the store and a manager agreed to exchange the mattress. A different mattress arrived on 01/21/2024. The delivery guys measured the measured the mattress delived on 01/15/2024. It measured 10". They measured the mattress they were delivered. It measured 11". They measured the same mattress I purchased in 2022. It measured 12". They told me the mattress that they were delivering was from the outlet and was returned, a floor model, and/or because of the fact that it did not inflate to a 12". Both of them measured all three mattresses and took pictures. I also videoed. Both men confirmed new mattresses come in a box and that the mattress that they were delivering was not in a box. I saw them when they took the mattress off of the truck. It was not in a box. I telephoned the Snellville store on 01/22/2024. I asked to speak with a manager but was told he would take a message and a manager would call me back. To date, no one has called me back. I called the customer service number and was told a general manager was going to contact me. I never got a survey for the delivery. I just received this message today, after my call to customer service. I am upset because I was charged for a NEW mattress. I was also charged for a 12", but the mattress falls short of that...

I really enjoyed my time here! Donnovan was super helpful and didn’t rush my husband and I during our process. I can’t wait for my bed to come!

I originally gave this location 5 stars but I now have to take them back unfortunately because I have discovered that they don’t keep their promises. I was told by Donnovan that the delivery guys would take away my old mattress and set up my new bed. When I received the information about the delivery I was shocked to see that it only has a door drop off. I called back and spoke to a woman who apologized and said that she would upgrade me to gold service which means that they would put my bed up for me and take away my old bed only to have them still just drop off my new bed! Nothing was changed in the system and there was nothing the guys could do! Now I have a fire hazard in my apartment with this bed and I have to get my husband who has back issues to figure out how he is going to not only get our current bed out of the apartment but put up the new one! I will never go back to this location. I feel lied to. The only reason why they are getting the one star is because they won’t let me post without giving at least one. ...