Mattress Firm Taylorsville — Hotel in Taylorsville

They asked me to write a review for them about my experience so here it is.

On Saturday 6-2-18 I went in and purchased a mattress. Everything went fine other than I left spending more than I had planed on (totally my fault though). They didn't have the mattress in stock because they were sold out of it so my delivery date was pushed out a little further than normal.

On Thursday 6-7-18 I was scheduled to have my mattress delivered. My home is a little difficult to find since it is down a dirt road so I had given a little instructions for the delivery driver and also made sure they had my phone number to call for further directions. I got all my automated phone calls and emails so when I got a call saying they are 10 minutes out I figured they would be there soon. Well about 4 hours later no one showed up and no one called. I called the store no answer. It was now late in the day so I waited and called them again the next day. Whomever I talked to looked into it and said "the warehouse had no good answer as to why it wasn't delivered and no one called but they could reschedule delivery for Sunday 6-10-18 and he would put detailed notes to make sure the delivery guys would call". Apparently even though it was their screw up I still wasn't a priority and it was back to the end of the line for me, whatever.

6-10-18 I again got all the automated calls and emails and low and behold I got a call from the delivery driver. Off the get go I could tell he had a I don't have time for this attitude. He asked me to text him my address. I asked him where he was at and I would help him find it since some people struggle with finding my address. I verified the address with him and he tried to rush me off the phone. I told him he will not be able to find my address and I would like to stay on the phone to help them locate it. Again I asked him where he was at and he was still unable to determine where he was. I gave him an intersection to head towards and he said he was there I asked him to go west and he was unsure what direction that was. After further discussion with no results I told him I can text him a map of where it is. I sent him the map and called him back. He then began to tell me he had gone to the wrong area and he had called the warehouse and they told him he will not have time to deliver it today and they will have to reschedule again. I repeated back to him what he had just said because I couldn't believe what I was hearing.

At this point I was done. I called the store, no answer. I left a voice mail of what happened and told them I would like to cancel my order and just have them refund my money. I received a call back. No apology was given or attempt to make it better or right, just said he would refund the money back to my card. Well today, Thursday 6-14-18 I finally got my $2,000 back so I can go find...

Update : after being told I could pay the difference for the base I was told I was sold and return it. Then I just wanted to return it and Lavon told me they don’t take bases back. 🤔

After waiting for a month, I got a call on Saturday without asking if it was a good time (it wasn’t I was running to a gate in the airport). Lavon went into a whole thing about how he hasn’t followed up with his manager in a damn month and he thinks his manager would take the base back but I have to pay a restock fee on the mattress. This has been THE WORST customer service for something that cost me a car payment.

I went in and got a quote on a Saturday, one for a refurbished mattress and one with a new mattress. I went back two days later, handed blonde guy the quote Lavon gave me and asked for what was written down. I wanted everything the same but the new mattress. Very very confused when my base showed up COMPLETELY DIFFERENT. It’s not the same brand which Lavon told me and he made a big deal about how both needed to be the same brand or my warranty goes to nil. It’s a different brand, not what I was shown at the store AT ALL. I called and I got a call back from Lavon that I everything was in order and I can pay more for what I was told when I purchased. I asked them to fix it and it looks like I can fix it by paying more for what I ordered. The blonde guy who rang me up did not follow what I wanted and this was a MISERABLE shopping experience for me, to the point where I can pay the 120 day restock fee for both. I was not given what I was shown and I got a gross voicemail telling me everything was in order. To who?

I would HARD PASS on spending thousands on a mattress here, there a million other places to buy that...

Bill Carlson was the best. He “listened” and then he found the bed that worked for me. He found a sale that was coming up and made sure I would get a refund to the sale price. But he went above and beyond that. When the movers couldn’t find my Brand New Street, he worked with me on getting coordinates to the drivers and arranging contact information so we could coordinate. Bill called me daily, making sure their two hour delivery window would fit my schedule. We had to reschedule several times till we could finally connect. And then when an extra I had bought wasn’t delivered, He had me come to the store and he gave me one to replace the one I didn’t receive. (later when the driver came back, I did return this one back to the store). Alberto was my delivery driver. Once he found me and we connected, he was fast, efficient and very careful of my house. And when he found out he had left the extra I had bought on his truck, he called me and made arrangements to meet me to deliver it. This is the second time we have purchased a bed from the store in Taylorsville. and these two employees are part of the reason why we keep...