Mattress Firm Surprise at Town Center — Hotel in Surprise

This place is a shady operation.

Went in yesterday with my elderly dad to help him find a new mattress. After he found one he liked but that was out of his price range, the salesperson said don't worry, he would check to see if they had that mattress "on outlet," in which case it would be far cheaper than the list price. He then confirmed that he did in fact have one, and my dad agreed to purchase. He never explained what "on outlet" meant, and we both just assumed it was overstock or something, like the outlet stores we've been to.

When the mattress was delivered today, we found that it was a used mattress. Not once was the word "used" or "pre-owned" mentioned during the sale, and we certainly wouldn't have agreed to the purchase if we had known it was used. When my dad called to complain about this, the salesperson became argumentative and flat-out lied, saying that he had had a side conversation with me where he had clearly explained that "outlet" meant pre-owned or floor model. What he didn't realize was that he was on speaker, and I was listening to the conversation.

When I confronted him and told him he most certainly did not ever explain any such thing, because I wouldn't have allowed my dad to purchase a used mattress, he then copped an even worse attitude and tried to twist my words around, saying, "So I didn't tell you ANYTHING about this mattress...." He then told me he would "talk to his manager" to see what they could do and call us back. We haven't heard back after more than 4 hours.

I believe this was a deliberately deceptive sales tactic to use the misleading term "outlet" to hide the fact that they were selling us a used mattress until after the sale was completed, at which point it would be "too late." (They have a "no returns" policy for pre-owned mattresses.) So my 80-year-old father, who is on a fixed income, was ripped off into paying far too much for a used mattress.

Stay away from this place. I am going to send an email blast to all of the local retirement communities detailing their deceptive practices.

And no, Mattress Firm social media flack, don't bother responding with one of your empty 'I'm so sorry this happened, please call me so we can make this reight" BS replies. I've worked in digital marketing for years, so I know what this BS PR tactic is meant for.

You should be ashamed of yourselves for trying to use these kinds of deceptive tactics on...

My wife and I decided it was time to pull the trigger on a new mattress, so we decided to check out the sales and/or promotions available during Presidents Day weekend. After visiting several mattress stores, our last stop of the day was MattressFirm at Town Center in Surprise. We received a very friendly greeting from sales pro David. It had been almost two decades since I had purchased a mattress for my California King bed; needless to say I had a lot of questions and concerns, and a bit of sticker shock. David was extraordinarily professional, knowledgeable, and truly listened to us. We tested several mattresses with absolutely zero pressure from David. When we finally made our decision on a Purple Rejuvenate Premier Luxe King sized mattress with an adjustable base, David advised us that we had a 120 day trial regarding the mattress. Four days later, our mattress was delivered by Manuel and Omar, who were extremely friendly and professional. They set up our new bed with surgical precision. After 10 days both of us had decided that this mattress was not “The” one for us. On 03/02/25, we returned to the store and met with David. We proceeded to advise David that we would like to sample other makes and models of mattresses as a replacement. Once again, David treated us like a friend. We decided that we would return the Purple mattress for a TEMPUR-LuxeBreeze Hybrid king mattress. David made the exchange absolutely seamless, and provided us with next day delivery citing the importance of a good night’s sleep. On 03/03/25 our new mattress was delivered and setup by MattressFirm’s courteous team. We absolutely LOVE our TEMPUR-PEDIC mattress! I want to give a major shoutout to David for his incredible sales acumen and follow up! I highly recommend MattressFirm at Town Center in...

We have bought several mattresses from The Mattress Firm in a variety of different locations. We have always had good service and our order has always been correct. EXCEPT at the Surprise location off Grand and Bell Rd. At first, the salesperson was helpful and accommodating. He helped us decide between several mattresses. He knew we were moving out of state and the mattress was to be delivered to the new state. We inquired about the base, I wanted an adjustable base, my husband did not. Hubby won and we told the salesman we would take the stationary, non-adjustable base. He stated the basic base came with the mattress. Never thought otherwise. He also said he'd "throw in some matching pillows" as if he was doing us a favor, when actually we were allotted $300-$500 worth of extras per the current promotion going on at that time. The mattress arrives at the new state...WITHOUT THE BASE. No base was ordered. We did get the matching pillows and a mattress pad, however the most important item was not even ordered!! The come to find out the base is AN EXTRA COST!! So the total price we paid was NOT worth what we had received. I would have never paid for just a mattress at the "sale" price we were charged. I will never again purchase from Mattress Firm again, which sux for them as we need to furnish 3 more bedrooms! Go local stay away from...