Mattress Firm Walters Crossing — Hotel in Tampa

We recently stopped into the Matress Firm Walters Crossing location to price beds for the whole family. We are relocating from Florida up to Alabama very soon, and weren’t sure if we’d have to wait till we got up there to order mattresses to be shipped to our new home before we arrived. The team members are so pleasant to deal with the moment you walk through their showroom door, and were able to look up the area we are moving to in Alabama to see if they’d be able to deliver anything we purchased down here and the answer was a yes thank god! Eric was the salemans who helped us. He’s not pushy and never tried showing us the most expensive beds on the floor. He knew we were buying three new beds and only showed us great quality beds at fantastic price points. We ended up settling on a King bed and two queens for our kids and he ended up giving us so much for free it was mind blowing. We saved so much money by going to this store. Eric gets to know you and remembers your name. He’s genuinely interested in you as a customer and therefore he’s fantastic at his job. He’s the kind of salesman I love. He’s not pushy and isn’t trying to rob you blind. He takes into consideration your situation and shows you beds that will work for you. He knew we’d be incurring a ton of costs with selling our home and relocating. Just from actually listening to the customer he made sure to find us great deals and three of the most amazing and comfortable beds we’d all ever laid out bodies on. I have told so many people about how courteous and professional he was because some salesman can be so pushy and only care about the sale and not the customer. Eric is friendly and I’d recommended anyone looking for a new mattress go to him. Not only will he make you feel calm and relaxed in his environment but he’ll give you the best deal he can. The people at rooms to go were very upset that we bought our mattresses from Matress Firm rather than buying everything at Rooms to Go. When we told them all we purchased and all that was given to us for the price the salesman at Rooms to Go even said WOW that’s a good deal and I couldn’t have given you that good of a deal here. That’s exactly why we went to Matress Firm because they have better mattresses and...

I am changing my rating. The bed we laid on in the showroom and ultimately purchased for over $4,300, is not the bed we received. It says it is a Beauty Rest Beyond Plush, but the bed we received is as hard as a rock and feels nothing like the mattress we laid on in the showroom. I have contacted the store multiple times and each time, I was told that all of the mattresses they sell are delivered hard as rocks. I was told that we need to walk on it multiple times per day and that we need to crawl on it multiple times a day and it should soften up. I was also told that being very overweight will help the process. They will not allow any returns for at least three weeks. If this is Mattress Firms “normal” they need to communicate this UP FRONT to customers. We have purchased mattresses in the past and we have never had this happen. My husband and I have had daily back pain because of this rock hard mattress. I feel like we were deceived. So before you buy a mattress from them, make sure you ask if what you choose will feel like what you will receive. If we had known this up front, I doubt we would have purchased this mattress. Yes, Rachael is a very good sales person and great to talk to, and super nice with a great sense of humor, but we feel she should have told us the mattress we would receive would not feel the same as the mattress we laid on and loved in the showroom. I had to call to find this out, and that is why I am changing my review and rating. We are walking and crawling on the mattress daily, but since neither of us are “extremely overweight” it is not...

We were consistently up-sold on mattresses that we didn’t express interest in or want. When we finally got back to the one we wanted, Rachael told us that were getting a “like new certified pre-owned mattress.” She also recommended that we do no warranty, because it would come in such good condition, and they were rigorously inspected. She said it would save us 5% as she had already exceeded our budget of $2,000 and was trying to get us “the best deal she could” and “even she couldn’t get a deal this good for herself”. We we’re also told the delivery service that we paid $185 for, The Good Guys, would put the bed together upon arrival, and we clarified this multiple times because it seemed too good to be true.

Upon their arrival, 2.5 hours later than originally specified, the base was torn with three six inch rips. The head part of the adjustable base also didn’t raise or lower as it was supposed to, the motor was running, but it clearly didn’t move. When we called Rachael, who told us we could call back with any questions or concerns, she accused us of lying and trying to commit fraud and denied saying all of the things that she told us while we were there. Her only suggestion was to buy the warranty after she didn’t recommend it initially. We ended up paying nearly $2,150 for a ripped base that did not function properly.

Rachael was incredibly unpleasant and because of her we will never shop at a Mattress Firm again and will advise others to...