Mattress Firm Port Jefferson Station — Hotel in Town of Brookhaven

Long story short: I bought a mattress, should have taken three weeks to get delivered. Took two months, my husband with herniated discs had to sleep on an air mattress for weeks. Paid extra for an install, the frame wasn’t assembled right so we had to take it apart and do it ourselves. DID NOT get a refund for the install. Got the worst customer service i’ve ever had.

Full story: first week of December I went down and purchased a mattress, for delivery to the apartment I was moving to on Jan. 3rd. Went down to settle payment Dec. 28th, and we were told it would get there Jan 14th. We were unhappy but accepted this. On Jan 2nd we decided to move to a different apartment, and would move in Jan 22nd. We called, changed the delivery address & date, and it was fine. The day before the delivery I got a confirmation text with the previous address. I called to have it changed, and was told the new address would have a different warehouse, but they can’t do a warehouse to warehouse transfer so they would have to order a brand new mattress. I would have it Jan 25th. I was upset but accepted this. Jan 23rd comes, and I get told there’s another delay and it would get here Feb 6th. I was ready to just cancel the order but was offered a $200 refund for the delay. I accepted, and it was processed Monday the 25th. February 6th comes and I get my mattress and install, but the frame is put together lopsided. We didn’t notice because the installers shoved a paper in our hands then ran out the door. We called the store and they said since we signed there was nothing they could do. We had to take it apart and put it together ourselves. We were told 6-10 business days for our refund, and it’s been 10 business days with no refund. Now we’re told maybe up to 21 business days. We were refused a refund for the install. Absolutely furious. Jamie, the manager, didn’t apologize for anything except “The other girls mistakes” and aggressively insisted he did nothing wrong and we should be grateful to him for the refund. Okay, like the $200 we still haven’t gotten makes up for my injured husband sleeping on an air mattress, and then having to move the cali king mattress and fix the bed frame. Jamie is a lot of talk with no follow up. Take your money elsewhere. If you ever get your mattress, you’ll get the run around and horrible service.

Edited to add: if anyone from corporate reads this, please look at the yelp reviews from this location. Apparently Jamie refused to give information to someone else to speak with anyone higher up, and the location also sold someone else a damaged mattress, replaced it with a damaged mattress, and didn’t give a...

I first visited the store on Thursday, May 11 and spent approximately 45 minutes. The manager Charlie was very informative and asked me lots of questions about what I was looking for and what my current problems were. He had me try several mattresses and I was drawn to one in particular, but I told him I wanted to come back with my husband who has his own set of medical issues. I desperately needed a new mattress as mine was in really bad shape and causing continuous back pain. My husband and I went back on Saturday, May 13 and spent about another hour to an hour and a half trying the different mattresses and ultimately deciding on the one that I chose initially Charlie was able to find in stock and at a savings, the mattress that I wanted And could have it delivered as early as the next day Sunday Mother’s Day. He really went over and above to help me get into a new bed as quickly as possible. My mattress was delivered the next day. The delivery guys were awesome but it didn’t feel quite right , after two nights, I took a look at the paperwork and realized that we had ordered the wrong mattress. I felt this was too hard and confirmed from the paperwork that a firm was indeed ordered with the correct adjustable base. I reached out to Charlie who knew that I wanted the medium firmness or plush and said he would take care of it and he had the correct mattress delivered the following Saturday. The new medium firmness was absolutely what I wanted and needed. Charlie then continued with his great customer service by investigating and keeping me informed of when I could expect my bonus mattress pad that was delivered Friday, May 26. He went over and above to make sure I was satisfied and happy with my new bed. I was skeptical because of a bad review on next door and told him about it and he was honest and truthful about it and made me feel comfortable in the fact that I should feel confident that if I had a problem, both he and the manufacturer stood behind me and that the review I read, came from a completely irrational and negative person. I will admit I spent more money than I wanted to but ultimately my health is worth it. I highly recommend Charlie in the Port Jeff Station store. He made the entire experience very pleasurable, and I am very happy with my new comfortable bed and my back feels so...

I walked into this store yesterday with the sole intention of purchasing a specific mattress that I had my mind set on based on recent ConsumerReports Reviews. Turns out that this mattress was indeed one of the popular internet bed in a box products that Mattress Firm does not carry.

I was greeted by Steve & off the bat I gave him a list of demands on what I wanted & needed. I didn’t have a set price range in mind, I was concerned with finding the right product and then worry about the price. I am an active career firefighter with a long list of injuries including a back that is really in need of surgical intervention at this point. A new mattress is a must.

Understanding what I was looking for Steve immediately brought me over to two beds specifically. Both beds were great, the same brand & quite similar with the major difference being a $1,500 price difference. The “new technology” was more expensive. I put Steve through the gauntlet of questions on the differences between the two mattresses. Steve introduced the Manager Jamie at this point who offered his opinion of the same two choices. Both Steve & Jamie answered all of my questions and said themselves that I should save the $1,500 and go with the brands #2 mattress. I am confident that they helped me make the right choice (while saving money).

When it came to selecting a base for the perfect mattress I was told that the store was offering a promotion based on the mattress I selected that gave me a free remote controlled adjustable head base, (an $800+ value). This was the first time that I experienced the magic of a base like this. I immediately sold myself on a couple levels up from this base which didn’t qualify for the promotional offer.

Steve & Jamie worked a little magic on the computer and were able to apply the $800+ savings to the base that I selected. Much appreciated. Choosing a new bed is a stressful & expensive event in my opinion. I urge anyone in the market to give Steve & Jamie a visit before pulling the trigger. They helped me find the right product at an exceptional price. Gentlemen that I hope are still there in a decade when I need my...