Mattress Firm South Lebanon — Hotel in South Lebanon

I’ve been researching different types of mattresses and adjustable bases for about a year. I have severe scoliosis and an inoperable tumor on my spine which causes me so much pain and many sleepless nights. I’ve checked out the sleep number bed and Numerous Different name brand bed in a box mattresses and I seen the Memorial Day Sale commercial for Mattress Firm. I decided to go in to see how their mattresses compared to others along with their adjustable bases and tried many different mattresses while I was there. First off, I was greeted by Kaitlin with the biggest smile and NO PRESSURE AT ALL. She was so professional at asking not only what type of mattress I was looking for but she also noticed that I was having trouble getting in and out of the beds because my back hurts so bad and she started asking questions so she could find the mattress that would best suit me. She was so patient and kind. She took her time explaining all the different features and the different mattresses and the differences between the foam and the hybrid and went into very vivid detail of how the different mattresses were made and even showed me the illustrations and explained to me so many things that I had never thought about before and why the mattress that I have now was causing me so much pain. As I said before she absolutely put no pressure on me at all and explained the differences between them and I ended up buying a Posturepedic plush hybrid High Point 14 inch firm queen mattress with the adjustable base and 2 Cooling hybrid pillows and the Frio cooling mattress protector pad. Like I said I have researched so many different mattresses and bases and visited so many different mattress stores over the last year and I have never been treated so kind and had a salesclerk take so much time and explain attention to detail how the different mattresses are made and had a sales clerk so knowledgeable about how different mattresses can make such a difference with people who have bad backs and people who sleep hot or cold and just so many different things that I had never even thought to ask and of all the mattress stores I have never had a sales clerk take so much time to explain everything like Kaitlin did. I have no doubt that if I had just walked in and looked around and she had not taken the time like she did that I would have walked out and not bought anything like I have so many other mattress stores before. If you’re looking for a mattress I hope you keep her in mind because she definitely knows what she’s talking about and is one of the most knowledgeable and kindest people that I have had the pleasure of meeting in a long time. I was teasing her and told her that the ONLY complaint that I had was that I didn’t get a Sealy posturepedic Stuffed animal 😉 she is definitely an asset to the company and I hope they realize what a great employee they have and I’m really sorry that I can’t remember the other sales associate that was there with her because she was very kind and they both made my shopping experience one that I’ll definitely recommend people to shop at Mattress Firm at Corwin Nixon Blvd. in South Lebanon Ohio if they are looking for a mattress! Thank you so much ladies for being such a...

The only reason I'll consider working with Mattress Firm again is Nancy and Brad at the South Lebanon location!

A year ago we purchased a Cal King from a different location. Within 2 weeks the mattress had busted multiple springs. Because it's a Cal King, the 120 night trial wasn't available and we had no options except the warranty process.

We finally got the warranty approved and were emailed the confirmation letter. While in Lexington, KY, we went to a Lexington location and were told they couldn't help unless we brought in a physical printed copy. We were emailed (electronically) our approval letter; it's absurd we'd be required to print it. Of course, when they actually tied the warranty to our purchase, they just looked it up in the computer by our phone number electronically. But we left and found a place to print our warranty letter, then returned to a different Lexington store.

They told us our original mattress was no longer manufactured. Even though our warranty says "if the identical mattress is not available, Mattress Firm will replace with a mattress of equivalent value," the only mattresses available to us were junky 6" thick mattresses. Anything else required paying $500-600 more just to get equivalent quality. We lost 3-4 hours that day between the 2 stores, getting the form printed, only to find replacement wasn't possible without paying an absurd amount. We were told to call corporate.

Corporate said they wouldn't help, that only the regional manager could. They wouldn't give us the regional manager's contact info but assured us they'd contact us within 48 hours. Of course, we never heard from them.

Since we were approaching our 45 day warranty expiration, we went to South Lebanon hoping to just get something we could sell and buy from Costco instead. Nancy and Brad were immediately so much more helpful than any staff at the 6-8 MF stores we'd visited. They listened, understood, and were dedicated to helping.

Then corporate created another problem. We were on day 42 of our 45-day window. When we neared completion, the warranty showed as "expired" in the system! Nancy & Brad tried calling corporate to get it "extended" (even though still within the approved timeframe) but that department was closed over the weekend. Another 1.5 hours wasted!

I had to call Monday, wait on hold at least half an hour, and get them to extend it myself.

Finally, Nancy & Brad helped us find a replacement mattress that was delivered this week and is way better than the original that busted within 2 weeks.

I've been utterly disgusted with almost every turn of experience with Mattress Firm. I was enthusiastically warning friends & family to never buy from them again.

The only reason I can leave 5 stars and consider buying from MF again is Nancy & Brad alone. They were incredibly helpful, patient, understanding, and willing to help me through the process. We will never go to another MF location except South Lebanon with Nancy & Brad, and will go there first for our next mattress purchase. They really turned around my opinion of the entire MF company....

The sales process was great and our sales person was very helpful. We got a good deal. However this is the second time I’ve bought a mattress from mattress firm specifically the one in South Lebanon Ohio and this is now the second bad experience I have had with the delivery process. The first time was in 2011, ordered mattress, box springs, and bed frame. The mattress came and so did the bed frame on time, the box springs were however held up for almost 2 weeks. So I had a 2500 mattress just sitting on my bedroom floor. I spoke to the general manager and he agreed that it was an excessive wait for the box springs and gave me a small refund for the portion of one of the box springs. After finally getting everything I was happy to enjoy the bed. Now in 2022: I have several emails and text messages and voicemails telling me my delivery date for my new mattress and adjustable frame for today Sunday march 27th between 3-5pm. I received a phone call from an odd number yesterday while I was out of town and chose not to answer it. No voicemail was left. I didn’t think anything of it. I cut my trip short today to make it back on time to receive my new mattress. Well 4pm hits and I had not received a phone call so I called the store. They informed me that my delivery date is tomorrow the 28th and they don’t have a specific time frame yet. The odd number that called me was apparently the sales person and she says she left a voicemail telling me this. However I did not receive that voicemail.

Overall great products however the rest of the process is obviously...