Mattress Firm Columbia Tech — Hotel in Vancouver

5/5 for James' service and operational efficiency 3/5 for Mattress Firm's business technology services

I recently purchased a mattress from Mattress Firm and wanted to share my experience, both the positives and what needs attention. We were interested in a clearance mattress that was being discontinued, and after spending time in the store testing several models, I decided to purchase it. The system showed that one mattress was still available in inventory, so I went ahead and completed the purchase. A few days later, I received confirmation that my mattress would be shipped and delivery was scheduled. Unfortunately, just before delivery, we were contacted and told that the mattress was no longer in stock and that the inventory system had been incorrect. This was extremely disappointing.

From what I understand, this issue happens because the system tracks items based on logical counts rather than real-time physical verification. It seems that the warehouse and retail systems don’t always sync immediately, so an item can appear available even when it’s not. This creates unnecessary frustration for customers and damages trust, especially when buying clearance or limited-stock items.

That said, I want to highlight James, the Assistant Manager, who was incredibly professional, accommodating, and understanding throughout this situation. He went out of his way to help us find another mattress that suited our needs and offered us a great deal to make things right. Thanks to James, we still left the store feeling taken care of and confident in our final choice.

If Mattress Firm wants to improve customer satisfaction and trust, they should think about transitioning and investing in a more reliable inventory tracking system that syncs warehouse and store data in real time. Adding a verification step before finalizing purchases would also help ensure that items shown as “in stock” are truly available. Incorporating technologies like RFID scanning or AI-based inventory forecasting could help prevent these errors altogether. These improvements would go a long way toward reducing cancellations and allowing great employees like James to keep delivering the excellent service that keeps customers coming back.

Despite all of this, we've tossed our old bed aside and have been thoroughly enjoying our new Beautyrest. If you ever come across needing a new mattress,...

Man, so there I was. . . At a Mattress firm, 15 minutes before closing on a beautiful Sunday evening in mid April. I figured I’d be quick, so I run inside to see what they had going on. Duane, the only person in the store was already busy with another customer, but took the time to immediately acknowledge me as I walked in the store and told me he’d be with me in just a few moments. In the meantime, I browsed around the store, but I had already knew what I wanted - the Purple 4. After a few short minutes I was able to speak to Duane about the Purple 4, and I had a bunch of questions. He was very professional, friendly, personable, and knowledgeable about all the important things - Purple Q&A, stock, potential wait times, discounts, features, and all the things in between. I had some harder questions too, like how could he give me the same discounts the Purple company would give me if I bought from them instead. He informed me of my options and was able to pull together a quote that was far better than the Purple Company themselves could give me. He ended up staying 30 extra minutes past closing time to help me feel confident in my purchase. Unfortunately, to his surprise, I didn’t even purchase the bed that night! I told him I was going to go home and think it over for the night. If I decided to make the purchase, I would be back the following day. Duane being the professional he is, didn’t give any attitude, didn’t try to push me into sale, nothing. Was very polite and said awesome, I’ll be here, but here’s my card, just in case. He printed me off my quote and told me to return with it when I came back so I can get that price we had talked about. I returned the following afternoon and Duane was there, friendly and polite as expected. Duane dropped everything he was doing and greeted me once more. To my surprise, Duane had spent some extra time on my order after I had left and he was able to find me even another discount, WOW! I’m currently a very happy customer of Duane’s. Even after my purchase, he’s called me to check in to see if I’m happy with the purchase. If you’re in the Vancouver area or even the Portland area, come and see Duane! He’s the best around! 10 out of 10 would recommend! Duane will make the process as seamless as possible and he’ll save you some...

This review will be updated after mattress delivery!

James, the Assistant Manager at this location, was fantastic throughout our search for our new mattress. My fiancée and I were in need of a new bed and we knew that we wanted a Beautyrest, we just didn’t know which one to pick. James was very knowledgeable and insightful where he was able to provide us comparable beds to Beautyrest Hotel lines (even though you can’t get those under normal circumstances). He heard our needs and delivered on great recommendations.

We were sold on a Beautyrest Black Hybrid KX class and were excited for the delivery, day to come! except… fast forward to delivery prep day, we ran into inventory hiccups and the bed that we wanted was unfortunately no longer available.

James handled this situation with professionalism and shared the news with me straight with no beating around the bush which I greatly appreciated! While the inventory news was definitely upsetting, we were still able to pick out our next favorite mattress and ended up still being very happy to finalize our order!

I greatly enjoyed every interaction with James from start to finish. His expertise allowed us to feel confident in his suggestions while feeling heard on our needs. I would most certainly recommend you to work with James when you are shopping at this Mattress Firm location.

A side-note for Chase as well who also assisted us at a separate location. We greatly appreciate Chase for helping us search for a new mattress after our inventory hiccup and commend him for floating to different Mattress firm locations. His energy, professionalism, and enthusiasm definitely helped with determining the best features that we want for our bed and we were happy working with him as well!

Now we are just waiting for our delivery! Review will be updated in the...