Mattress Firm Hamburg — Hotel in Town of Hamburg

Ok, long story but worth the read if you're in the market for a mattress.

Less than two years ago, my wife and I were in the market for an upgrade in our mattresses. We chose Mattress Firm because they were running a special. We came in relatively knowing what we wanted but not specifically. Joe, the store manager, listened patiently our extensive list of wants and want to avoids.

We were so happy at the time with our choice of a Stearns and Foster premium mattress. Between the savings and the service we thought we found our next 20 year mattress.

Fast forward 6 months and my wife asks whether I had noticed my bed dipping. I hadn't so I disagreed and that was that. Fast forward another 6 months and now the dip was unmistakable. I lived with it for another 8 months until my back could take it no further.

I filled out a warranty claim on the Stearns and Foster website which was promptly rejected. I called Mattress Firm for guidance and they explain the dust that was evident on the bed should be cleaned off the retake photos and resubmit. Welp, S&F rejected it again with no explanation.

At this point feeling like I was about to have to accept losing over $3000 on HALF of a king size bed that had prematurely failed because Stearns and Fosters makes a lousy product that they then don't stand behind, that's when the fantastic folks at Mattress Firm stepped in.

I filed a warranty claim with them and Nancy and Melanie (I think, sorry I've forgotten your names) quickly reviewed my claim and photos and less than 24 hours after filing, I had an approval letter in my inbox.

I then reached out to Jerry at the Hamburg location and informed him I would be coming by to pick out my mattress replacement. Anthing but S&F!

I get there at 5pm and he has about 8 options he has selected that most closely match in size, comfort and price my original mattress. I made my selection and he informed me I still had a $50 credit. Nothing in the store was that or under, so he offered to discount a store brand mattress cover to go with my new mattress!

If anyone is looking for a STORE that sells high quality mattresses and stands behind what the sell, I could not more highly recommend Mattress Firm.

If I was to be asked who would be the most thoughtful, professional, honest salespeople to work with, it would be Jerry and Joe at the Hamburg location!

Thanks again, all, for taking a horrible situation created by a horrible company in Stearns and Foster and finally giving me the good night's sleep I was hoping to get 2...

My boyfriend and I have had the same mattress for 5 years, which is a 15 year old mattress. When we went to Mattress Firm on McKinley, Robert welcomed us in. Since it was our first time venturing for a new mattress, we were very overwhelmed with the varieties and qualities of mattresses these days. This made us a little indecisive and spending over 2 hours debating over the choices considering prices, comfort, and longevity of what we were investing in. The patience, knowledge, and honesty Robert provided was beyond accommodating. He gave us options, listened to our thoughts and concerns, and used that information to guide us to the best purchase for us. Robert handled our indecisiveness with no pressure. As I said, we were there for over 2 hours, and not once did he make us feel rushed to decide. With his presence and reassurance, he led us to the best purchase for our wants and needs. If it wasn’t for Robert, we wouldn’t be anticipating our new Serta mattress and adjustable base to arrive. Thank you, Robert, for making one of our first big purchases a relaxing and...

EDit We did return the following day and purchased a new mattress. I sure hope it loosens up soon. It's really hard. Of course doesn't feel anything like the one in the store. It hasn't been broken in like the display model. I'm sure it will in time. The adjustable frame is wonderful. Our original salesman wasn't there, but we were well taken care of. We're very satisfied with our experience in this store.

Great products. Salesman was a good Salesman. Took us right to what he thought we were looking for. Other than him telling us repeatedly about his back surgery, wife and father dying, having to put his dog down (it was all little much, especially since we were looking for a new, comfortable, adjustable bed for my husband with terminal cancer. Weren't really Interested in his life story) We didn't purchase that day, but we likely will on our next trip up there, on our way to Roswell. Store was clean, well organized. Also seemed to be some friction between him, another salesperson and apparently one on the phone. Not very professional...