Mattress Firm Stillwater — Hotel in Stillwater

This is my first time ordering from the corporate office vs going in store. Never again will I order online or purchase anything from Mattress Firm. I ordered 5 items total, 4 were being sent in one package and 1 was coming in another package. I received my package and it only had 3 items. I called my local store and was told I had to reach out to the Stillwater location because that’s the closest corporate store to me. I called them and initially spoke to Erica and she was new but polite and tried to help me by reaching out to her manager and then she called me back. She let me know she thought the first shipment was coming in two boxes because it still shows l”in transit” on the mattress firm side. I didn’t understand so I called Fedex and checked the website to verify it was only 1 package and all 4 items supposed to be in there. I called the store back and I spoke with Tammy. She was kind at first but then said I needed to talk with the manager tomorrow(Thursday) morning and nothing could be done about it I explained to her I need those items by Friday due to company coming into town and she then placed me on a hold while she was looking into the situation and then she hung up on me but did not try to return my call. I called FedEx a second time to make sure I was not misinformed and a second representative advised me that it was only 1 package and it was delivered already. I let him know I was missing an item and he said to contact mattress firm. I called the store back and Tammy answered again. She was short from the beginning with me and obviously I’m very irritated with the whole situation. I expressed my concerns that if the shipper is confirming it was only 1 package and the item is missing then why can’t they reship the missing item. She was extremely rude to me and spoke in a hateful tone and said “We just work in the store , we can’t hop in the car to drive to Houston to get your stuff”. I then asked for the GMs name and she refused to give it to me then said I’d need to talk to the manager tomorrow and then disconnected the call after accusing me of harassment because I called 3 times trying to find out where my merchandise is that I purchased. I did not cuss at her or call her out of her name. I know my tone was less than enthusiastic about this issue but I wasn’t unkind and I never raised my voice at her.

Ultimately at the end of the day if you can’t handle people being upset that their money is tied up on merchandise they haven’t received and now have to wait for an investigation even though FedEx confirms it was only one package and it was delivered then maybe working in customer service isn’t the best idea.

Also it’s completely unacceptable to expect a customer to wait for an entire investigation to be done on the “missing package” before anything can be done about it when FedEx clearly states it was only 1 package for all 4 items.

*UPDATE: FedEx informed me that Erica and Tammy told them I never received my package at all and they have made me out to be a liar to FedEx. FedEx confirmed again for the 10th time that there was only 1 package in their possession and it was delivered to my address. They even sent the FedEx truck back to my address to confirm that’s where she delivered the package to. FedEx told me to request the missing item to be resent by mattress firm so we will see how...

At first I did have great experience the person wasn't pushy at all let me take my time inside the store and decide for myself but the good experience end there. After making the purchase for bed I was given a time frame when it will be delivered. To my surprise the store in question give me less than 24 hours notifying me they will not deliver on time and said taking another week for them to deliver the items I purchased. Of course I said no that is unacceptable and told them I'll give them a few more days to figure something out and return they said no. Personally I do not like no for an answer from items already paid in full that's not a good business sense. Even the manager of store in question Didn't Offer a situation or a discount for the discomfort I was feeling. Make it even worse when I request the refund because the situation was getting worse it took the company over 30 days for the refund to be sent to my home. But I got some idea of what happened from the DM only person I could have a contact to get some answers because the manager of the store or any of the people who I talk to made me very uncomfortable just getting a simple answer out of them. There was even one time one of their people told me are you threatening me sir just because I mentioned maybe I should get myself a lawyer because the refund was taking forever. I just wanted to let you guys know I'm the victim here not them. I take it very personally and that person said that to me.

I will only going say this before I end this comment. My recommendation is do your research about the store be careful what they say and do. Read the fine print before they make you sign something and for Christ's sakes only make a down payment do not paying full in day you purchase the...

I was searching for a new mattress for my daughter. Being Memorial Day I knew that they would be on sale. I was pleasantly surprised to find a Queen mattress for $169. The description was everything they needed and very affordable. I read it very carefully studied it for a few days, including the reviews, before I sent my daughter to purchase it. After they got up there they were disappointed to find it was a child's bed that was listed at the price. A "child's queen" is what they were told. Who has ever heard of a child's Queen? Basically a twin size, maybe bigger. Nevermind that i studied this for a few days and nowhere, NOWHERE, did I read that this was a child's bed. It was not promoted or listed as such. Truly a disappointment. Especially because my daughter desperately needs a mattress. Talk about false advertisement! This kind of misleading makes the general public not trust such an establishment, therefore making customers want to take their hard earned money elsewhere. You should be ashamed...