Mattress Firm Shops at Harborview — Hotel in Suffolk

Absolutely awful! Purchasing experience was fine. Brad was personable and desired to make a sale. Delivery was quick- however our hardwood floors were damaged and our door frame and the mattress itself. MF neglected to advise they now use subcontractors. We are roughly one week into the debacle- Nothing has occurred as promised. Brad doesn’t know a name or number of the business MF contracts with who delivered our expensive and damaged items- yet we were promised a call with 48 hrs. Now the delivery person immediately had a guy named Steve call us to fix damages. Who is Steve? Great question as we cannot locate a reputable hardwood floor business by that name. Now the contractor states it’s their policy to allow the subcontractor to have whoever they want to try and repair damages regardless of their expertise- meaning it could be a friend or neighbor. MF states the delivery issues are separate from our purchase and the responsibility of the subcontractor (although the manager has never yet been able to tell us who that was) MF offered roughly 300$ off our 5600$ bill for our aggravation plus to exchange the mattress. We declined asking to return the products- have an immediate full refund- and have our home repaired. So- no immediate refund- Brad states the unknown subcontractor would come and pick up and when the items make it to Baltimore our refund would be processed- no name still for subcontractor- no tracking method- but now they want to take the mattress along with 5600$ of our money and no resolution to the damages to our home? Absurd and completely unfair. Additionally I made every attempt to avoid this scenario b/c I requested the delivery men put down a blanket - they refused. This has not been fun and we are greatly disappointed. I also have email documentation that validates...

I'm not sure where to start with the exceptionally, great experience I had! Before going to this store I looked up some of the reviews. Byron had great reviews so I was curious if he would live up to the hype. He exceeded my expectations! He was so knowledgeable and informative. I did not feel pressure at any point to make a purchase. He was authentic and I felt like a valued customer. Robin was another staff member there. Though she was not my salesperson, her smile and occasional engagement in the buying process made me feel welcomed. The bed I wanted was in stock so I was able to schedule a quick delivery. I highly recommend this store because of Byron and Robin. It's a convenient location. The biggest test of all is that their restrooms were clean!

11/25/2023 I had to add to this review because Byron continues with his exceptional customer service even after the sale has been closed. We've called him a few times with matters needing attention. He has been prompt and efficient with every concern. This just affirms his integrity...

Thank you supervisor Henrietta (your patience, kindness, and care helped me stress less) and manager Byron at the Suffolk location (for your wonderful personality and knowledge that helped us not make the bad decision to to walk out without that double elevation frame). Both of your above and beyond approaches helped me more than you will ever know. What started out as a horrible online situation turned into a very pleasant and blessed experience and best early birthday gift. Words cannot express my gratitude. After trying out the mattress and frame models, I am super excited to be relieved of tossing and turning all night in pain and even more so of the features that will help with the health issues l suffer. If I could I’d give Mattress Firm and those awesome two a hundred stars for an answer to my prayers. So grateful for the awesome sale and additional discounts (thank you chat expert Matthew as well). Looking soooo forward to being out of misery and in the first full night of good rest in years. A thousand...