Mattress Firm Clearance Center Mall of Georgia — Hotel in Sugar Hill

Attached are photos of item after purchase of “new signature adjustable base” with damaged box. I came into store due to my previous order having issues with the free adjustable base showing frame damage warping while under warranty the first 45days. I spoke to sales representative Jamaal who was gracious to help and understood our concerns. He suggested that we upgrade to the deluxe or signature adjustable base since the free promotional base was not the best quality and had heard similar complaints before. We explained how we were expecting and that our finances didn’t allow us to spend hundreds of dollars for an upgrade and so Jamaal showed us the clearance area and explained none of the items were used, cannot sell used items, and that these particular adjustable frames we were looking at were brand new but came in damaged box with 120 day warranty included. After purchasing our signature adjustable base and opening at home we saw that it was labeled preowned and inside wrapping paper had some cosmetic damage. It was clear after unwrapping it was a used return or might have been refurbished. We were able to overlook the cosmetic issues however two weeks later the head frame quit working. I spoke to Jamaal on 11/19/23 who said after speaking to his manager they would offer to exchange signature adjustable base with brand new replacement scheduled for delivery on Wednesday 11/22/23. I was suppose to receive a confirmation email for delivery Monday 11/20/23 and called store Tuesday 11/21/23 to follow up on confirmation. I spoke with manager Rich who said he was not notified of problem and could sale us another new signature adjustable base for $400. When I asked why the one we had purchased was labeled preowned and he told us it was new, Rich stated that he was misled by the driver and thought it was new. I then asked for him to honor the purchase agreement by replacing the signature adjustable base and Rich refused, offering me a refund without replacement. I’ve now been placed in a position where I originally came into the store to get a new replacement for my damaged base that was free and still under warranty then misled for an upgrade to a new signature adjustable base void of warranty that clearly was used or refurbished and stopped working in 2 weeks. I’m under the impression by your representatives online and in store you cannot sell used bases however I was tricked into buying one with the manager possibly unknowingly who now knows is without any concerns to making this experience right and practically calling me a liar about being told the warranty...

I bought a mattress from this location a few months back. I worked with Gabby at that time and she was great. When inquiring about the "price guarantee" program she told me to give her a call back if I found a lower price and she'd have the difference credited to my account. I called today to have a price match done, as I had found a cheaper price elsewhere. Mr. Rich White (who is the manager for that store) answered the phone and I explained why I was calling for Gabby. He told me she didn't work with the company anymore but could help me all the same. I told him about the price difference and all the information to be eligible for the price match (not listed from a clearance store, not on an auction site, not a floor model, etc.) to include where I found it. He had me email him the specific links for the ad, as well as the links for comparing the model mattress I purchased to the one I found listed. As the model I found was nearly identical and of the same quality or "class/category" as the one I bought it required him to verify a bit more information than just the link for the mattress (the guarantee covers the same model OR a comparable model). Nonetheless, Mr. White was completely professional and did not mind doing the extra few minutes of work to allow me to qualify and receive the price match. Once he checked everything he was in aggreeance that I had appropriately found and applied the restrictions for the price match and processed it accordingly. I received 2 confirmation emails about 30 minutes after that showing it was being processed and that difference refunded.

I see that, potentially, not everyone has had the same great experience as I did with Mr. White and this company, but as of today, I can firmly say this purchase and all ensuing customer service I received is worth every bit of 5 stars. Great job, Mr. White and Mattress Firm! You have earned a loyal customer and a strong recommendation from me in the future! I look forward to buying again with you all very soon, before this...

Please read entire review. Auto response from Mattress firm is general & does not address immediate concerns. Break in period is just general response. This is not as falsely advertised Clearance Center. This is a regular store. July 4, 2022 is not worth a life time of back problems.

Upon entering the door I received good customer service from Julie. After laying on several mattresses I decided to depart & continue looking @ other stores since this was my first stop. Julie called me as I was departing & ask what was my budget. I gave her my budget she proceeded to contact her manager to get approval & stated to him, “we haven’t sold any mattresses today.” That should’ve been my cue to run. She said they have 2 available @ the outlet that could meet my price point. I proceeded to purchase the Beyond 14.5 Medium King mattress with the adjustable base along with the firm warranty. The mattress began to cause me back problems after the second week. I contacted Julie on three different occasions never received a call back and after the second call Bo asked, “How do you know it’s the mattress that’s hurting your back?” I was appalled & disappointed that he would even ask that question. I am a 55 year old woman and have purchased many mattresses throughout the years. Finally called once again & Julie said she had been out a week (although I’ve been trying to reach her long before), and she had not received my many messages. She said there’s nothing she could do because it came from the outlet but call firm care & submit a claim. Contacted firm care they did not have my purchase information in the system and could not proceed with the claim although I have a the all information from my receipt. Finally all mattresses are not made for the adjustable base. This mattress does not feel like the one on the showcase floor. I’ve resulted to moving out my master bedroom to get a good nights rest. As of today no resolution only a bad mattress & back. You can purchase another mattress but not...