Mattress Firm Sunnyvale — Hotel in Sunnyvale

tl;dr, I bought the mattress $195 higher before tax compared with the sale went on 5 days after my purchase. They refused to price match even though they guarantee 120days price match.

I bought a mattress from this store on Sunday after 2024 Black Friday. The salesman, Marco, convinced me to buy a beauty rest pressuresmart 2.0 firm hybrid queen mattress with a manager approval promotional price $1449, guaranteed me this is the best price I can find. The delivery is scheduled next day. Everything turn down so quickly. First is that they send me a defective mattress with a huge hole on the back. I didn’t accept it. They deliver another one two days after and offer $100 compensation to compensate my loss, time, expectation, etc. I was frustrated with their quality check. There is no excuse to send an obviously defective product to your customer and expect them to accept it. If I didn’t find the hole when the deliver crews still there, I doubt that they will take it back and send a new one.

Secondly, just after 2 days since delivery, Friday the same week, I found that the exactly same mattress is on sale on their website for $1299. And you can get it $1104.99 with 15% new customer discount, in store or online. I call Marco to ask for price adjustment. He only offer a $49 dollars refund bc my price is already gone from $1449 - compensation for first defective mattress $100 - Marco’s bad math $1 = $1348.

The compensation is for my loss. Why would you count it in price adjustment? Then, where is my compensation?

If I bought the mattress five days later and from the website not from the store, I can get the exactly same one for only $1104.99 even before any negotiation.

It’s less than a week since I bought the mattress. He must know that there is a upcoming sale on the mattress, but he decided to sold the mattress $200 dollars higher to me, and trap me with their horrible return policy and price adjustment policy.

Eventually, I wasted two days for waiting the mattress delivery, frustrating with the first defective mattress and got $0 compensation for the waste of time, and bought the mattress $195 higher before tax.

Costco or even the manufacturers will be the right way to go. I’ll never buy the mattress from the...

The district manager of this company is amazing!!! She not only listened to my needs but helped me find a solution to a miscommunication. She was extremely professional and went above and beyond, as a customer it made me feel valued and appreciated. Thank you so much for all of your help. I slept like a baby on my new mattress!

UPDATE- This is the worse company I’ve ever dealt with. It’s been a nightmare. Please do not specifically shop at this store. Here’s what ensued I went in to purchase a mattress two months ago. There was only one employee (Jose) working the whole store. He couldn’t answer phone calls due to he was helping me. That should have been a red flag. I bought a mattress and box spring. He gave me a delivery date I told him I would not be home due to a doctor’s appointment. He told me to let the delivery people know when they call. Well they never called. So I tried calling Jose the next day and each time he would put me on hold and not even converse with me he would hang up on me. Finally I left voicemails. He returned my call at the end of the work day. Said that the delivery date can be changed. Well it wasn’t. They delivered when I wasn’t home and my husband didn’t know the protocol that I could return the box spring if it made the bed sit up to high. The delivery people picked it up the box spring on the same day it was delivered it never was used. I spoke with the district manager Diane McNight and she was kind and said I’d get a refund being this whole ordeal wasn’t my fault but the fault of Jose who should have changed the delivery date. Two months later I still haven’t got a refund. Went through my credit card to dispute the issue to no avail.The store manager promised me a refund but didn’t keep his word. This company will ghost you with communicating. So it looks like I’ll have to chalk it up to doing business with a company who doesn’t value not only the customer but their employees as well. How can one person operate a huge store...

The salesperson at the East El Camino Mattress Firm store, named Marwa: (1) Made unsubstantiated health claims about a bedding product, in an attempt to push us into buying the expensive product, which has a no-return policy. When I asked for further information about medical or scientific studies to back up those health claims she made, she just simply repeated the script and provided no answer. (2) Worst of all, this salesperson outright misled us into buying a wrong product that is not what we asked for or needed. We explicitly asked for a comforter for a queen-size bed (which we were just buying at the store with her), however, she told us to buy a "blanket" product, which was NOT physically in the store -- we did NOT see the product nor its box. Unfortunately, we did not think that anything could go wrong at that point -- we trusted her that she suggested us the product we explicitly asked her for. It was a wrong assumption on our part. However, it was a clear misleading action on her part. The product was shipped later to us and it turned out to be a small weighted blanket, which is not usable for us. When we contacted the store back for a return and refund, due to the incorrect product, she and the store denied that request. It is quite unprofessional and a wrong policy for the store to have, since this mistake is clearly on their part.

We will not purchase anything from Mattress Firm ever again, given the unprofessional actions of the salesperson, and more importantly, the unreasonable and irresponsible policy of the store and...