Mattress Firm Poughkeepsie — Hotel in Town of Poughkeepsie

2/17 Update: I'm happy to say that mattress firm did the right thing and got us out mattress within days of the original review. Really glad they did right by us and are currently working hard to make sure we are happy with our purchase, which we greatly appreciate.

ORIGINAL: 1 star Looking forward to the day I can change this review. We had such a great experience when purchasing our mattress. We were not forced or pushed into anything, the salesman, Jake, was very patient as my husband and I tried every mattress 100 times before settling on the 2nd most expensive one in the showroom. We got the bed home and within days realized that we couldn't stand it. We called and were told to come back in and pick a new one, which we did, but Jake wasn't there when we went back. So another salesman processed the exchange for us. A few weeks later, when we didn't hear back from them, we called and were told that the salesman who processed the exchange was fired and we just needed to give them a little time to process the exchange now that he was gone. So we waited a week and nothing. Called back and was told, yes your exchange is in the system, we are just waiting for your mattress. Another week goes by, nothing. And another week and another week and another. Now it's been 8 FREAKING MONTHS, about 100 phone calls, 3 visits and NO EXCHANGE!!!!!!! And the worst part?? We have NEVER gotten a call to even update us on the status of the exchange. Every time we call, Jake, who was promoted to manager, is "unavailable". Whoever picks up the phone says "OMG, let me look into this for you", and then we're ghosted! I don't understand what is so hard about this?! We came in within the 90 day return period, we filed the exchange, we followed up, we did all the right things, and now we seem to be stuck with a $4000 mattress that feels like the $500 Bob's mattress...

I came in here about a week ago. Shaheem was incredibly helpful and professional. He showed me several options and was patient with my questions and getting me more information when requested. He really does a great job and the company doesn’t deserve him, frankly.

Unfortunately, I had a bad experience with one of the mangers. When I walked in, there were no customers in the store and this manager looked at me with complete disinterest.. It was very clear that he did not want to have any interaction with me. He barely told me anything about the floor models. He didn’t ask what I was looking for, my price range, or any other questions relevant to selling a mattress. The rudeness and indifference were noted. I walked to the other end of the store to get the help I needed from the great associate I mentioned above and he was happy to help. Once the manager saw that it was interested in buying a mattress, he feebly attempted to insert himself into my conversation and it was awkward and grating. I was in the store for about 45 minutes and this manger went outside for cigarettes and to make phone calls for the majority of the time. When it was time for him to actually be helpful about a very direct, simple pricing question. His answer was “no one ever really charges.” Just say you don’t know the price or you don’t have the information. I wasn’t looking to make an under-the-table deal, please. I decided I would tale my chances with the website but once I thought more about it, I decided I never wanted to give these people my money. I will likely end up getting a much more expensive mattress from another retailer but I am happy the money will not go to this company.

If your interested in being profiled by unprofessional managerial staff, this is the place for you. If not, please choose...

I must say that I’ve had the best purchasing experience ever. Recently I went into Mattress Firm seeking a comfortable bed after having a negative experience at a popular brand mattress store nearby. Upon arrival I was greeted within seconds. Each employee was listened and were patient with me while I expressed my interest for a mattress. The employees empathize with me; identified the mattresses that would best suit my needs. Still undecided I left to later return on another date. This time one employee shared the payment options to me and highlighted the benefits of each. After deciding on the best option I selected a mattress. Not only was this a smooth process for all - it was a friendly and courteous process. The staff at this location have a wealth of knowledge about the products and services offered by Mattress Firm. William, Shaheim and Jake have the ability to navigate through the showroom to ensure each customer feels valued and appreciated. I felt like I made the most informed decision with the information provided. I especially appreciated the time Shaheim allowed me to stay on the mattress to fully get the true feel of the mattress. He was able to explain the features and benefits to each mattress I tried on my second visit. Overall, this location turned a negative situation I encountered from another popular brand mattress store (nearby) into a POSITIVE experience. As I “Sleep” at night there’s no “Number” that can beat the level of comfort, professionalism, confidence, pricing, customer satisfaction and ease of doing business at...