Mattress Firm King of Prussia — Hotel in Upper Merion Township

My husband and I bought a Beautyrest World Class Resonance 13.5" Plush Mattress here less than two years ago. It is already extremely failing, the top has been tilted over 2 inches from the bottom. We have kept the mattress on the boxpsrings that we also bought from Mattress Firm, until we moved it to a bed frame that has 15 slats. It is apparent that there are many issues with this Mattress Firm exclusive mattress, as there are many similar reviews online, and the mattress isn't even made anymore. Mattress Firm is refusing to do anything, except offer a credit towards a new mattress that I must go to the store, during a pandemic, to pick out.

My husband called the store, and the manager was extremely unhelpful. He kept brushing it off as a possible issue with the boxsprings. He then said to come to the store to pick out a replacement, and to chose wisely because we are ineligible for the 120 day satisfaction guarantee.

I am extremely disappointed in how this is being handled, as we spent a good deal of money on a Mattress with a 10 year warranty and it has failed after less than two years. I am not interested in getting another subpar mattress from Mattress Firm. This has been an extremely frustrating experience, this is by far the most expensive mattress either of us have bought and it is the worst quality and the customer service provided by Mattress Firm has...

My purchase was a warranty claim. I stopped in on a Thursday and was greeted by Frank, who was pleasant and answered my questions about the warranty claim process. As the mattress being replaced was my daughter's, I wanted her to be with me to select a new mattress. We returned that Saturday and worked with Frank to find a suitable replacement. He was kind, patient, and encouraged us to try different mattresses without being pushy. Once we had selected a mattress, there were some challenges to redeeming the warranty claim that were not the fault of Frank in any way (he even asked a co-worker to assist, and both ended up perplexed as to why the system was not operating as it should). Frank called the Mattress Firm Tech Support... I could tell, listening to Frank's end of the conversation, that the person who answered Frank's call was NOT helpful, being difficult, even, until Frank stated "the customer is sitting right in front of me." The matter was addressed in two minutes after that, the sale was completed, delivery was arranged for the very next day, and I walked out pleased. Frank is a true asset to the KoP team, as well as the other gentleman who was in the store that day. If the IT Team had been more supportive, I would have been able to complete the purchase/payment process in...

Went into the store last night, expecting only to look at a couple mattresses and feel the difference between plush, medium and firm with no intention to purchase that evening. Larry greeted us immediately and began to educate us on what to look for when selecting a mattress. He then had us try all three different types of mattresses to help us narrow down the firmness of the mattress that’s best for us. I usually prefer to walk around the store on my own and figure these things out myself because I don’t like the pressure of having a salesman following me around, but this is the rare time when it actually benefitted my fiancé and myself because Larry made us feel zero pressure throughout the process all while educating us to allow us to make the best choice. He was respectful of our budget, and the store actually had a great sale going on. So after doing a quick online comparison, it actually made sense to go ahead and purchase that evening. Would recommend this store and location to a...