Mattress Firm Nanuet — Hotel in Town of Clarkstown

I want to say that I have been threw HELL AND BACK, personally mislead as a customer like you would not believe!!! I walked into your Rockland plaza store and purchased iteams on 02-02-2025 originally got an amazing deal. My delivery came to my house and mind you after set up on 02-04-2025 my partner and I almost collapsed to the ground due to poor set up. The next day went back into the Rockland plaza store met with another rep who was amazing by the way and took our matter seriously ended up getting a good deal with protection plan. Then on 02-14-2025 I had seen online that the president's day sale was cheaper for a better mattress than the one I originally ordered and the adjustable frame was at a cheaper price then what I paid before the managers special that was originally applied. So I spoke with my original sales rep and asked to switch out my mattress and put me in a better one knowing to receive what was to be an adjustment to my lease in price and quality but was told to wait till wensday February 19th and meet with my original rep to make those actions. We'll lord and behold wensday February 19th came and I walked into the Nauet store and was told by the rep that my original sales rep was supposably Majorly sick and i mean ill mind you I felt horrible for i who have multiple major health issues take sickness seriously!!! Expressed to that rep what i was wanting to have adjusted and was told that I was misinformed so for the inconvenience the district manager would be willing to offer my switch out of my mattress and put me in the one I wanted for $100.00 more and that adjustments to my lease would not be honored as agreed with my original rep. Huge miscommunication on my original sales reps part!!!. Was then at that time told by that rep to personally call my rep and deal with what I needed and to also call another store manager from a different state and have them take care of me like I was now an employee and no longer a valued customer meanwhile chuckling at me in the most wise crack manner!!!. So after all that BS was said and done i was at that time told that a District Manager would be contacting for my current issue by 3pm or 48hrs. I ended up going to the Rockland Plaza store and told that rep mind you who was absolutely amazing but appalled from what they was hearing of what I just went threw with that other rep. Ended up calling their store manager Hovadis who just so happen to be in the area took my complaint to heart and offered me 10yr protection on both mattress and adjustable base with the $100.00 that was used with the rep from the other store, also told that MY ORIGINAL REP WAS NEVER SICK NOR ILL THEY JUST WAS GIVEN A DAY OFF. NOT COOL TO LIE ABOUT ANYONE BEING SICK!!!!. Now at this point I am told my new replacement will be delivered 02-20-2025 and all will be settled...got my replacement and was accused by the delivery reps that their was mattress damage which ended up being false and situation fixed on their part for mishandling the switch out approved by their supervisor to move forward and sign my invoice as all ok!!! Thank God!!!. Ended up going back into the Rockland Plaza store 02-21-2025 meeting with another rep expressed what happened with my delivery and current situation and finally got to speak with the District Manager that was supposed to take place the day before but was told that he wanted his employees to handle the situation....that's your job not your employees!!!! That's #1!!!!!. Moving forward i am very greatful for all your Manager has done for me..and...Naomi and Ed for handling my situation with compassion and respect and for taking me as a customer seriously 😊. ALL THIS COULD OF BEEN AVOIDED WITH BETTER COMMUNICATION AND CLEAR CUSTOMER...

Charles was awesome and attentive to my needs!!! He was very patient as he explained all of types of mattresses..withour pressuring me. He also assisted me in applying for the credit payments which were no interest for 2 years.

I ended up getting a primary level Tempur-pedic queen mattress. And a great base I also got the mattress cover and some great pillows The one i chose was delivered on Friday first thing in am. They communicated well times of delivery. Everything went seamlessly. I slept last night on my new mattress and my new pillow. I put on massage low and relaxed my way to a great night of sleep! I love it and I hope to enjoy it for many, many years! Thanks Charles!!!

I also want to put a 5 star review. For Perries transit. They did an awesome job with their delivery. Professional and polite. They were efficient, you did a great job of setting my bed...

First I would like to start by saying that the salesperson name is Prince is very knowledgeable, patient and understanding. He works in the Mattress Firm @ 246 E route 59 in Nanuet in the same shopping center as Kohls. He was more that willing to assist me when I wanted to return the first mattress that I had purchased. He searched and found me the one that I have now and so far it is very comfortable even though it's too soon to say but nevertheless, my experience was wonderful and that young man is an absolute gem and a valuable asset to Mattress Firm. He's a model employee and should be told that to motivate him to keep up the good work. The company needs more employees like him. Everyone in the Rockland County and the surrounding areas should shop at this Mattress Firm. Thanks again to Prince!!!!

Sincerely,

Sophia Francis

A...