Mattress Firm Bartonsville — Hotel in Stroud Township

I'm giving a 3 star due to mixed experiences. In my local stores it's easily a one star review. However online customer service is 5 star and balances out. Back in July in my way to my local matress firm I called their 1800 number, and spoke to Tim. I informed him that we had purchased a perfect sleeper Charlotte back in 2017 for a condo in FL. I told him we loved the matress and would like to buy one but it wasn't on sale and if there's anything they can do. He agreed to price match the mattress for me. I was ecstatic and I said to Tim that I was on my way to my local store and if possible I'd purchase it that day and take home in my suv he said that shouldn't be an issue. I arrive at my local mattress firm and was greeted by the salesman. I informed him of Tim's offer and he began questioning the validity of it. Saying the mattress is 1,200$ and that it's not on sale. I again told him Tim offered to price match it and unless they would I will be pursuing an online order via Tim. He walked off and spoke to his manager like a car sale before walking over to me and bringing me to the mattress showing me the "1,200$" and in a condescending way saying you see that there's no way I can come down as low as you want that's not possible. So I walked out, called Tim, and purchased the mattress, the online experience was nothing but pleasant. The whole instore experience was very off putting. I look very young but am 30 so I'm not sure if they didn't take me seriously as a buyer but it was just a poor experience from a salesman. My mattress arrive promptly. Fast forward a month later the mattress has been making random pops and clicking noises and also developed a noticeable sag. I called my local mattress firm and asked is this was normal. They informed me it could be the break-in period and give it time. I rotated the mattress and gave it another month or so with no change. My sleep quality greatly has gone down so I called the 1800 number today and spoke to a Jaylen . I informed Jaylen of my concerns and she said more then likely the mattress has a defective or manufacturing issue. She assured me that because it was 120 days they'd take care of it with a exchange. She recommended the dream cloud hybrid. I told her unless I test the mattress I won't buy it. I figured this time around I would go to another local mattress firm being the Nazareth one. When I arrived I was greated by an older gentleman. I informed him of the issues and immediately he began questioning what I was saying. Informing me I'd have to apply a warranty basically discrediting Jaylen. I said "I'm not in a hurry so if I have to file one that's fine" after a bit of trying different mattress we settled on a mattress. The salesman then shifted to the fact that since my mattress was less then 120 days old it would qualify for a "comfort exchange" however there would be 250$ in fees I said to the salesman that's ridiculous and they should stand by the defective mattress. That if I need to file a warranty claim fine but that's not what Jaylen said. I also was told they wouldn't price match anything on sale, which is in direct conflict with what Jaylen told me. I informed the salesman they I'll be contacting them again and get the information straight. I went to my car and called the 1800 number again and spoke to an Alecia. I informed her of the local salesman issues and she informed me that due to the mattress being defective they would wave the "comfort exchange" fees also the "can't price match sale items" is 100% false. She went through and processed the whole order even knocking another 100$ off the sale price, and gave me free removal/install of the old/new mattress at zero cost due to the inconvenience. She was an amazing sales lady and answered all my questions/reached out to superiors for any questions and answered them promptly. I'm not sure why there's such a disconnect between their great online sales team and the local stores. Something gravely wrong with either store policy, or training because both times in store I was given false...

Immediately after having had a terrible and very frustrating experience at a competitor, we decided to go to Mattress Firm in the hopes of turning our day around. I was flustered and edgy. It took but two minutes for Monica at Mattress Firm to calm my nerves and gain my confidence in her expertise. Mattress Firm has a gold mine in Monica.

We were there to purchase mattresses for our boys, one of whom has scoliosis. Monica took her time and used her extensive nursing background to show us which mattresses served each boys' needs best. She took my husband and I aside to discuss the medical benefits and deficits of each mattress and pillow for our son with the back issues. She noted the needs of both of our boys as they grow and how not only the firmness but mattress size were important for their growth. She also explained that the pillow was just as important as the mattress and let the boys try a variety of pillows and mattresses until we found the perfect one for each of them.

Monica was honest and straightforward. She spoke to us from the perspective of mattress professional, nurse, mother, and grandmother, without condescension. She spoke to both of the boys to get their input. She treated them respectfully and made them a part of the purchase experience. Due to her expertise, we knew that we had found our home base for all of our bedding needs.

We received our new mattresses and bases within 24 hours. Incredible! The only hitch was that we received an email that morning with a window of time for delivery but the truck came two hours early as the drivers wanted to beat the storm. We weren't exactly ready and had to scramble, but the men were understanding an efficient.

That night our boys wouldn't leave their rooms and beds. The next morning they told us that they never slept better. Parents couldn't ask for anything more. We certainly made an investment in their health.

It is without hesitation that I recommend Mattress Firm in Bartonsville, PA. When you get there, tell Monica that...

I originally planned to purchase an adjustable bed at Mattress Firm in Bartonsville, PA. Monica Werley, the salesperson was friendly, professional and knowledgeable pertaining to which items would be best suited for my needs. She took her time explaining the physical beneficial outcomes of the two beds I checked out. I decided to only obtain the frame and use my own mattress. Monica did not try to cajole me into buying the mattress too. I purchased just the bed frame. Ultimately, the next day upon reading a couple of concerning reviews about the frame, I went back to Mattress Firm and informed Monica that I decided to cancel my order. Monica did not try to coax or badger me into changing my decision. She politely told me she would handle the cancellation and impending delivery and that she’d send me an email by the end of the day verifying the cancellation. I left thinking that I’d probably have to call her again to guarantee that she made the necessary changes. I could not have been more wrong. Monica called me a few hours later just to let me know that the cancellation was made and true to her word, she also emailed me the verification of the changes. Even though, I ultimately didn’t make a purchase, my experience with Monica was so positive, that I know with all certainty when I’m ready to acquire a new item from Mattress Firm, I will ensure that Monica is the individual to help me with...