Mattress Firm Spanish Fork — Hotel in Spanish Fork

I purchased a box springs and was told they had it in stock, but I didn’t have a way to take it home, so I set up for delivery which the earliest time was 3 days later. My son got time off, so the next day we went back to pick up the box springs. They didn’t have it at the store. I was told in stock meant in a warehouse somewhere. I assume in SLC. Previous to going to the store, I called the store 3 times and each time phone rang then the word busy came on my screen, so they had a live agent text option, so I texted them. Never got a response, so that’s why I made the trip to the store to be told they didn’t have the box springs I paid for the previous night. The night I purchased the box springs I was told it was $ 170.00. I was told there was a $20 delivery fee. When writing the ticket, the gentleman told me he would just add the box springs and delivery fee together, I said okay because I don’t know how it works. The total for the box springs and delivery was $190.00 plus tax ended up costing $204.73. When I went in today, there was a different person who said delivery is free and that box springs cost $198.00, so someone doesn’t know what they are talking about. It has been a frustrating day. I need the box springs now, so I can get a good nights sleep. I don’t like being lied to, so I am not a satisfied customer. Hope your experience is better than mine.

I was just contacted by Mattress Firm and asked how they could fix the miscommunication. They were willing to refund my money and bring me a box springs on Monday. I am impressed that they actually want to do what was right for the customer that rarely happens these days. For this reason, I am changing my rating to a 5 because their willingness to do what is right. Thank you Mattress Firm for serving your...

Price of box springs was o.k. I have previously purchased my mattress from this company but there was no charge for delivering the mattress and taking away the old mattress. I was told yesterday when I paid for the box springs that there was a $100.00 for taking away the old box springs. I am a senior citizen and have no way to get the old box springs to the transfer station. I guess I should have replaced the box springs when I purchased the mattress but I am on fixed income and could only afford the mattress replacement. I think the company should rethink their policy of removing used mattress/box springs at no cost to the customer. This is probably my last purchase from Mattress Firm in Spanish Fork. Any time in the past when I have purchased a mattress / and or / box springs, the delivery company took away the items at no cost to the customer. I don't have a way to get the box springs to the transfer station where I will have to pay for the disposal of the box springs. It is shame that a company like yours doesn't do all it takes to satisfy the customer. I am very disappointed in your policy and will not do business with your company again and will pass on the lack of customer service for customers who have some limitations ...like having the transportation means to remove large pieces of furniture. So much for customer service to have a satisfied customer. Even getting a reduced price to remove the old box springs would have helped...but I can't afford $100 to have the item removed from my property. I am 74 years old and have physical limitations to be moving heavy box springs. ...

BUY DIRECT FROM THE MANUFACTURERS, DO NOT BUY FROM MATTRESS FIRM. Mattress Firm charges extra fees on returns that manufacturers do not. Our sales guy oversold the product and did not inform us about some of the return requirements. We bought because of the 120 night sleep guarantee. We exercised the 120 night sleep guarantee and still end up having to pay over $3,100.00, not including the accessories we purchased. Our sales rep informed us about the 20% restocking fee, but did not tell us about the fact that the bases (that we were forced to purchase in order to purchase a Tempurpedic mattress, despite the fact that our current bases were higher quality) Specifically, he did not verbally tell us that the bases cannot be returned. So now we have two sets of adjustable bases and we will never use the ones we had to buy. I disagree with this policy in general as it only benefits the company at the customer’s loss. But not being told about it was unethical. Yes it was in the paperwork we signed and their only response to my concern was that it was in the paperwork I signed. Will purchase direct from manufacturers going forward as many of them have better guarantees without restocking fees and without the limitations on what is actually returned. For example if you purchase direct from Tempurpedic, they do not charge the 20% restocking fee. We exercised the 120 night sleep guarantee and still end up having to...