Mattress Firm Somerville — Hotel in Somerville

EDIT: In response to Steve's message, he is incorrect. We didn't know what we wanted until my mother tried out the mattresses. He offered to sell us floor samples at a discounted price when we were still looking--not after the fact when he made the mistake of not including delivery. I SPECIFICALLY asked on two occasions if the taxes were included. He stated yes. He had to include delivery since it was agreed upon so it wasn't a favor to us... he made no attempt to meet us halfway. I guess deceit is also a trait with this store. Sad.

I had the displeasure of working with the store manager, Steve, today. An older gentleman that was at first relatively pleasant albeit pushy. We were quick and decided on a mattress for my 70-year-old mother. She knew what she wanted and budgeted all year long to replace her 24-year-old mattress. Come time for pricing and purchasing, I specifically requested for a price of 2k including taxes. Steve verbally agreed and after going through the process of hesitantly applying for a credit card, we got to the end only to realize that Steve forgot to include delivery/set up.

Steve mentioned frequently how he can't "go below the profit margin of 43%" and adding the free delivery dropped it below that amount. The amount was 2,167...He was flustered as he tried to mitigate his pricing error. A little bicker ensued as I tried to have Steve own up to his mistake and honor his word. Instead, he said "You picked out the mattress and you didn't buy anything else so I can't reduce the price. Why don't you give your mother $100 to get this mattress?" I was appalled by that statement. How is his error my issue? I would have given my mother the extra $100 but his attitude was what drove me away. When I asked what I am to do about the credit card my mother hesistantly applied for, he shrugged and said "just use it as a credit card." Thanks, Steve, I wouldn't have known to do that had you not advised us /s. Instead of owning up to his mistake, Steve got defensive and did a bait and switch. I guess what they say is true about salesman no matter how old they are: no morals or principles.

I ended up buying the mattress, adjustable base, with free delivery/haul away online for 2k. My advice: go to the store to test out the mattress but buy it online through the chat feature with a representative. I did it within 10 minutes (meanwhile with Steve, we were there for nearly an hour as he tried to fix his errors). Will never return...

I think this process was unprofessional and sketchy. We purchased a mattress in 2019. The mattress started to sag in the middle. We looked at the box spring and it was in pieces. The wood was broken all the staples had popped out. We decided to have the inspector come to the house it was a quicker process even though it was going to cost us $79.99. The inspector came to our house and did a test using bags on a string. No comment, all he said sounded like a script from the company handbook. He said it would take 7-10 days to get an answer from the company.i receive an email the next day saying I have a $200.00 credit with no explanation, I tried to call the number on the website and it asked me a few questions to get me to the correct person and on the 4 th question it said I do not understand and then said thank you for calling good bye. I tried four times and the same issue. I called my local store and Steven was very helpful, he gave me two numbers to call. I tried both the first said all calls are recorded and no one answered and the second phone number said the same message as the website and hung up on me. There was no explanation to what the inspector found and I could not get any help. We bought at least four mattresses from this store. This will be the last. We went back to the store picked out a better boxspring used our $200.00 credit and it still cost us another $100.00. Why say you have a warranty and...

So I was telling my wife when we bought our mattress here, typically these are the kinds of experiences that you only do a few times in your life, kind've like buying a car or a house. From the moment we walked in, Hamza made the whole experience easy and enjoyable. There were some helpful signs that walked us through the sales process that he explained and from there he and was very patient and willing to answer any and all questions that we had. When trying out the mattresses, we even got to enjoy a deep breathing exercise that demonstrated how one adjustable base could help with sleeping comfort. It was also really nice that he gave us some space to talk about what we wanted, I feel like that is such a hard balance for a salesperson to accomplish, not feeling like you're shadowing their every movement yet being available enough to answer our questions. When we were ready to make the sale, Hamza was more than willing to work with us to find the best price and payment plan to fit our budget needs while still getting a great quality mattress! He was even able to get us a store coupon for a massage feature for our adjustable base! Now, I get to be the only one of my friends with such an awesome bed and I am super excited to finally get...