Mattress Firm Bayshore — Hotel in Town of Islip

Terrible Warranty "Exchange" Process & Policy's...This has been the 2nd mattress I got from Sleepy's/ Mattress Firm under warranty due to a defective mattress. The sales associate Joseph Dino was extremely helpful and informative; up to the point I told him I was doing a warranty exchange and had a letter. Then then the tone changed completely. The letter they give you with the amount of credit towards a new purchase, indicates for you to present this right away. However, I wanted to see what my options were and would advise anyone doing a warranty service to do the same. I must say the warranty exchange isn't even a warranty exchange at all. They give you a credit to purchase a new mattress. It would be a lot more streamlined if they simply exchange the mattress for a comparable mattress as opposed to giving you a credit towards a new one. I say this because, if you buy a mattress on a sale and God forbid it ends up being defective as mine previously were. You have to pay the difference in pricing. I think this is a cheap and inexcusable way for the company to nickel and dime customers. If your product is found to be defective and is still under warranty. Customers should be able to simply swap out they're defective mattress with a newer comparable model to that which was defective. However that is not the case here. Additionally, under the current warranty program. Customers aren't able to take advantage of sales that are currently running. Which in my case I missed out on getting a free adjustable base with my mattress purchase. I was however able to get the sales price on the mattress, which is similar to the first warranty exchange I did a few years ago. A little flustered over the process and the additional charges for their warranty service, I contacted the corporate offices. They told me I had to complete the sale before they were able to do anything. So I completed the sale in hopes to get some sort of relief from the additional $200 I had to pay for a warranty exchange. Unfortunately, that has not been the case as I was promised a call back from the District Manager Anthony and instead I got a call back from a General Managers Jim who's usually at the Lake Grove location. After initially speaking with Jim he was supposed to get back to me after he spoke with Anthony in regards to my situation. Several days past and I followed up several times, only to be told I wouldn't be hearing from Anthony and the only thing Jim could do is offer me a $50 refund on the mandatory warranty $99 delivery and take away fee; what should have been free under the current sales that were running. I followed up with Jim several times on the status of my refund; which I'm currently still waiting on and not sure if it will show up. A word of advice if you plan on using your mattress warranty. Be prepared to pay additional for a comparable mattress and for delivery and takeaway of the...

Met Shaun at the Farmingdale store and he was very knowledgeable gave me a lot of insight spent a lot of time with me and really evaluated my needs which were substantial considering I have back pain from an accident six years ago and a defective Kingsdown Warantee for us which is nothing to do with him but he listened to the problem with the mattress when we finally decided to get the new mattress after being from Kingsdown Warantee due to a stain which is their way out of warranty coverage Shaun jumped into action and involved his management team at Mattres Firm to help me I was very surprised to see and hear how fast he was able to get his management team to listen and not only listen but to offer a solution the solution through his area manager Anthony was that I meet with them in the Bayshore store that's where most of their time and again treated very pleasantly reviewed all of my needs spent time going over the mattress to replace the Kings down aiming to solve my back pain and falling off the bed to the Kings down defect pricing obviously was an issue I did not expect to go for a mattress at this time since they are very expensive we're talking high and mattress Anthony was able to resolve that by getting Mattres Firm to agree to apply more to my new purchase which Shaun was able to then work into a deal to have delivered the next day the delivery team also was wonderful spent a lot of time explaining things delivering clean pick up trash garbage you don't even know that they were here I have to say five stars I wish there were six stars because that's what they deserve very good experience I've already referred him to a friend who is interested in the mattress I hope she calls that's about it for now I hope that you really get to enjoy the service of Shaun ...

We purchased a queen Beautyrest mattress shortly before the pandemic for approximately $599. The frame that was provided with our mattress was recalled, we didn't have much of a problem getting a replacement. However, we were left to our own devices to install and dispose of the recalled frame.

About two years after purchase, my side of the bed developed an incredibly large 2" dip. We sent in the required documentation and photos to make a warranty claim to get a replacement. After several days we were told that it was approved and that we had a credit on file for the purchase price of the mattress.

We went to the Bay Shore location as it was the closest to our home, but upon presenting the warranty letter, we were told that we would need to additionally spend approximately $750-1000 to replace the mattress that we currently had, and if we wanted to not spend anything extra that we would have to use it on a clearance budget mattress of low quality, and with no warranty. This conflicts with what we were told when we purchased the mattress originally. that it would be exchanged for the same or similar product.

My girlfriend and I are incredibly shocked at these predatory sales tactics. We spent the budget that we had for the bed that we bought at the time, confident that it would last or be replaced under warranty. We calmly told the salesperson that we would not be spending any additional charges, and were politely shown the door. We are disappointed in our purchase and will not be buying from Mattress Firm in the future. Sleepy's was the go-to place for my family growing up for beds, but now as an adult, it seems that Mattress Firm, the company that replaced Sleepy's, is not for us. ...