Mattress Firm Troy — Hotel in Troy

My husband and I were helped by Andrew when figuring out what mattress would be best for us. We found the perfect mattress for us, one being a back sleeper and the other a side sleeper. Our in-store experience was great, our issues were with delivery.

The first issue was that our address was entered incorrectly (wrong city), which of course we are partly to blame for not checking over the paperwork again after leaving. Unfortunately, we did not realize the wrong address was entered until the delivery date and it was scheduled to be delivered before 10am, which is when the store opens, so it was too late to be able to get ahold of anyone to tell them the address was incorrect. My husband went to the address that was listed, and was able to intercept the delivery team to let them know the address was wrong.

Skip to later that same day, the delivery team is able to make it to our house. However, the wrong bed was delivered. My husband let the delivery team know it was the wrong bed but they delivered it anyway and took our old one, telling us to contact the store. We ended up calling the store to let them know we received the wrong bed, and they said they couldn't schedule the delivery of our actual mattress for another week. This is truly why we have given a 2-star review. After delivering the wrong mattress and taking our old one, we were hoping they would do everything they could to make things right and get us the correct mattress as quickly as possible. Letting customers wait an additional week to replace the incorrect mattress that was delivered is just unacceptable. To add to this, the mattress that was accidentally delivered was so firm that neither of us were able to sleep on it comfortably so we ended up sleeping on our couch for the week.

Another positive note for this review: now that we do have the correct mattress, we are very...

Outstanding customer service, very professional all at the same time!! Experienced and knowledgeable staff!! Would recommend this store particularly and mattress firm products. we are more than pleasantly pleased with our new bed and cool pillow technology and a microbials bedding!! Marqui was our sales associate as well as the other Manager , I believe Dave, West Main Street, Troy, Ohio store. We had a slight snafu with delivery and a store manager that was not our sales was above and beyond anything we could have ever expected for customer service!!-12 out of 10 for sure!!! We are both sleeping so much better and are pain free from the aches and pains of our much less previous quality mattress!! Their delivery staff was amazing!! Very professional and wore shoe covers and our house. They removed our old mattress and box springs and we're very careful with the walls and door frames. It was a very hot day and we provided them with gatorade, water and a nice tip!! Thank you again Mattress Firm. The quality of our days are so much better with a good night's...

Great experience ! They had a lot mattresses to choose from and explained everything very clearly so we could make the best choice possible for our bedding . Prices were better than other stores we had been to the day before for the same quality of mattresses. We saved about 200.00 on the mattress we chose and we will have it in 5 days vs the 3 weeks their competitors had to offer . They had some mattresses on site as well. Markie was our sales rep and she was very sweet and informative . You get a 120 day sleep trial so if you don’t like the mattress they exchange it for a different mattress . There is small fee to do that but that is way better than bring stuck with a mattress that doesn’t work for you . Not to mention free delivery to your door , as long as you set it up yourself . Great experience from start to finish . I will update the review after delivery and usage for awhile so everyone can see if the great service continues but I have a...