Mattress Firm Uniontown — Hotel in South Union Township

My issue is more with the delivery, setup and haul away by the 3rd party delivery team than with the Uniontown store specifically, but since I don't have any information on who the delivery contractor is then my review will focus on the party most responsible for the despicable service rendered for my 87 year old mother. I purchased the mattress and the setup/haul way of the old mattress online. I gave instructions to the online sales person for the delivery team to contact my mom for directions to her house as GPS isn't reliable because she lives off of an alley. When the delivery driver/team got there, the alley that he had to drive through was not accessible for his truck. The driver informed my mom that he could not get the truck to her house. ISSUE 1, The mattress DID NOT GET DELIVERED to the house. What the driver did was offload the mattress by the street near the mailbox, and ISSUE 2, he left it there, and ISSUE 3, then he LEFT! My brother and a very kind neighbor had to bring the mattress to the house but then the old mattress was not PICKED UP as the driver LEFT. As of today the old mattress is in my mom's sitting room as I'm waiting to see if the Uniontown Store rep, Todd, can make arrangements for it to be picked up. I've been told my setup fee will be refunded, but I'm not pleased in any way with how this all went down. There was NO ATTEMPT by the delivery team to deliver the mattress to the house or pick up the old mattress. I left a one star review on PA BBB website, but since then I've spoken with the Uniontown store, and while they were not directly involved with the delivery fiasco they're still the POC for me to respond to as it's their 3rd party delivery contractor. I added a star to make this a 2 star review because of the effort made by the store reps, but because this situation affected my 87 year old mother, who by the Grace of God had my brother and the kind neighbor get the mattress to the house I would be even more upset. Did I mention that I made the purchase online because I live in Maryland?

UDATE, 25 July: All is well that ends well. The setup/haul away fee was refunded and a team was sent out to my mom's house to get the old mattress. MF Corporate did get involved to provide resolution for this issue and I thank Todd and Billy from the Uniontown store for their support as well. My hope is that future delivery teams will be made aware of any adverse delivery situations and not respond in a similar way as this...

Ridiculously disappointed in this location or maybe more so the company they use to deliver the mattresses! (But ultimately both) My father ordered my 87 year old grandmother a mattress online from this Mattress Firm location to be DELIVERED to her house. He paid an extra $70 or so for SET UP (of the new mattress) AND HAUL AWAY (of the old mattress). My grandmother lives in a house that is admittedly not the easiest to get to if one has a large truck but certainly not impossible. She gets a call on the day of delivery (from the driver) stating that they will not be able to drive the truck down to her house and “they are not allowed to leave the truck unattended”. There were TWO people in the delivery truck…to make a delivery….and you are not allowed to leave the truck unattended?! So what do you do when you make deliveries?! Please make it make sense. I would think a logical person would ask the home owner if there is a way other people make deliveries or ask if they have someone in the home that could assist with the delivery or even as a last resort offer to take the mattress back to the warehouse and come back later with a smaller truck to actually make the delivery but nooooo. They “deliver” the mattress UP THE STREET AT THE TOP OF THE HILL!!! How do you suppose my grandmother is supposed to get a QUEEN size mattress down the street, in the house and in her room?! THAT IS WHAT THE DELIVERY SERVICE IS FOR! My uncle had to go retrieve the mattress with the help of one of their amazing neighbors. Does my uncle or the neighbor work for Mattress Firm? Not last time I checked! And what happened to the old mattress you ask? Oh it’s propped up in her sitting room because where else would it go? Maybe where ever the other old mattresses go when they are picked up when the SET UP AND HAUL AWAY service is paid for. When my dad (who lives in another state by the way) called and emailed about this matter they refunded him the $70 and were apologetic but what about grandma’s old mattress? What about the set up of the new mattress? What about the “delivery” of the mattress?! May this kind of “customer service” never find me or any other member of my family again! Shame on you Mattress Firm and the company you contracted to not properly do their job. Maybe you should reevaluate that...

Please save yourself a nightmare. These guys are so unprofessional and all they care about is making a sale and that’s it. Literally my purchase from this store was literally the worst mistake I ever made. We bought a 4000 dollar mattress from them and waiting a week and a half for the wrong mattress to arrive when it was supposed to be 6 days for us to be able too pick it up. The guy said if we did delivery it would come faster and we could change that later well that was just another lie they told us. So like I said after waiting a week and a half delivery guys come with wrong mattress was hitting our walls all through the house the frame had a hole in it and the guys that delivered it pants were falling off. Now after giving us the wrong one we are still stuck waiting another week and half for new one. And in the mean time we are stuck sleeping on our couch when my fiancé has health problems so yes total NIGHTMARE!!!!! If I was you please save yourself...