Mattress Firm Troy Marketplace — Hotel in Troy

We went in close to closing time and Desmond took his time and really explained the different mattresses, let us try them out, talked about the differences in pillows you use and explained all about the quality of your sleep. He didn't push the most expensive bed either. Matter of fact, he wasn't even going to show us that one based on what our preferences were but I wanted to try it anyway and of course that ended up being the one we purchased. He threw in free 3in legs and 2 free pillows for us as well! He stayed well after closing time. We weren't rushed or anything. Exceptional service here. Now the bad part....... We received our matress today and the delivery experience wasn't even close to the store experience. Unfriendly delivery men, one correct base and one incorrect base delivered (now I have to wait till my sales guy is working to figure out when they can deliver the correct base), total mess left (packaging on floor and dresser and screws on the floor- who knows what those go to) and then they didn't even center the bed! They left it way over to the one side of the room. Not even close to where our other matress was and not even remotely centered to the TV. I didn't notice any of that until they left. I assumed they were competent. Guess that's what I get for assuming. Summary- sales is amazing. 10/10. Delivery 2/10. It gets a 2 because they arrived within the window of time originally given. An hour and 15 mins later than the delivery reminder phone call said they would be but nonetheless. If it wasn't for that, delivery would get a 1. I'm just hoping the redelivery goes a little better than the initial delivery and that they don't take another week and a half to get someone out here. UPDATE..... I spoke with Desmond at 10:00 this morning. (Day after delivery) He said he would make some calls and get the ball rolling on taking care of this for us. However, 15 minutes later he called back and said he was coming out to our house today to try and trouble shoot the set up. He didn’t want us to have to wait. REALLY!? He fixed some things the delivery men did wrong and got the plugs on the one side to work. The frames ended up being the correct ones but determined the control box was faulty on the one side and their was some quality control issue with the foot of the bed. So, he is having a new one delivered to us. He was here for well over an hour and was extremely apologetic for the way things were handled. I would not fault Mattress firm for the delivery process, as the sales aspect and the way we were taken care far outweighs the delivery men for not doing their job right. Now we wait for the new frame to arrive and hope this delivery goes better than the last. The new frame was delivered and delivery went relatively smooth compared to the last time but ran into a few snags. After all was said and done, Desmond called to see how everything went and offered us a $100 credit for all of our inconvenience. Seriously? ...

UPDATE: If you need to cancel an order the service isn't as great. Also, should you need to speak to someone that is not at the store level, getting in touch with an actual human is a very hard and frustrating process. They give you a number to call on the website, but every option you press gets you to a message saying due to volume you have to contact via email. The only human you can get to is a sales person. I will say that when I made human contact not at store level the customer service person I spoke to was very friendly and helpful - just a frustrating process to get there.

Went in at 6:30 on a Tuesday night. Was greeted by Desmond (I was only one in store). I told him what I was looking for and we immediately got to work. He gave me 3 mattresses to try while he checked availability. The whole time he kept me engaged talking about the different ones I was trying and the perks and possible things I might not want. He told me any specials on the 2 I’d narrowed it down to and ultimately I went with the one I’ll have to wait about 5 weeks for (no problem). I asked him about a decent similar feel in smaller size to hold me over til then and he had me try one that was on 1/2 off sale (which will be in the guest room). I got that one too. He answered all my questions honestly with his opinion and I never felt I was being rushed or pushed into a price range I wasn’t comfortable with. In other words, no high pressure sales techniques! I realize being the only one there I had his full attention, but confident he takes care and time with each and every customer. I highly recommend this location!! Thanks for a great...

I purchased a new Beautyrest queen mattress at the Mattress firm Troy location in February.. With in the first week, the mattress started sagging and dosnt reinstate/ recede. When i called to inquire or report the issue, I was informed that I need to wait for atleast a month before the mattress could fully adjust to my body or vice versa. I started experiencing severe back pain and couldn't sleep on the mattress anymore. I contacted the store multiple times regarding the same - usually no one responds and one time they responded, they said they'll contact me but never did. Couple of days later, I tried to contact the store again but unfortunately it was closed due to the COVID19, so I couldn't reach them. I contacted the customer support several times over the phone and through emails about the mattress condition and the back pain issue, But No response from them either. It has been 3 months since I purchased this mattress but never slept again except for the first 2-3 weeks. I am highly dissatisfied and disappointed with the customer service and really surprised to see how a mattress company could be so irresponsible and not responding even after complaining several times about the back issues due to poor quality mattress. I totally understand how the COVID 19 situation affected everybody, But I could have appreciated if I atleast got some response to my emails and phone calls instead of completely ignoring me The service is terrible and...