Mattress Firm Ventura — Hotel in Ventura

Buyer Beware!! Yes, the Ventura salesperson was very nice and seemed knowledgeable. My husband and I decided on a Stearns & Foster mattress. It was the most comfortable one in the showroom and, there was a 120-day sleep trial so what was there to lose? We ended up not buying the mattress in the store. But, because of our experience at the Ventura location, we went online to buy the mattress. Well, after 2 months we were not happy. I was waking up with back pain every day (I previously had no back pain, even on our 15-year-old mattress). I tried to return the mattress and was told there is a $99 delivery fee and a 10% restocking fee (capped at $250) if you choose to exchange it. But if you choose to return it, there is a $99 delivery fee and a 20% restocking fee (capped at $500). The mattress we purchased exceeds the cap. I considered exchanging the mattress ($349) and then if the second mattress didn't work out ($599) and I returned it, I would be out $948 with NO MATTRESS. If you value your hard-earned dollars...I would recommend you weigh your options carefully. Had the salesperson explained this, we may have chosen differently. Of course, that's their job, to take your money. Other companies offer much more reasonable return policies. UPDATE:Although they responded immediately with the comment below....in two weeks I have not heard from them directly. UPDATE2: We still haven't...

I was hesitant at first because I didn't want it to seem like a car buying experience, but Lincoln was very helpful, very attentive, and make sure to listen to all of our needs as far as sleep goes. He was very knowledgeable and we are so excited for our mattress to be delivered. Great sleep here we come!

EDIT 8/25/23: I am getting great sleep, however, I am VERY disappointed with what transpired after the purchase. I was informed during the sale that if I financed the purchase, I would be subjected to paperless billing (which I didn't want or ask for). Reluctantly I agreed, with the notion that I would get some type of text or email advising of the payment due date. Well I got the "reminder" the day AFTER the bill was due, and was already charged a $30 late fee. Now there will be a late payment showing on my credit report which I have worked very hard at keeping current.

Why couldn't the courtesy text/email to notify me of my first payment be sent BEFORE it was already past due??? Waiting until after the due date is not a courtesy at all. I am so irritated with this poor level of after-the-sale customer service. I am considering returning the...

I am sooo glad I came into mattress firm to buy my mattress!! After a horrible online experience purchasing my initial mattress, I came into the Ventura store desperately needing some help with the return! I was so beyond frustrated with the horrible lack of customer service I received online, I was ready to be done and just go somewhere else!! Then I met Javier, Eric and Israel they were so understanding and sympathetic to my problem, and even though it was a hard to resolve problem, Javier didn’t give up at finding resolution! It was a pleasure doing business with him and he made sure I left his store as a happy customer with my new bed being delivered day after tomorrow and my other bed being picked up and returned! Thanks a million Javier for being patient and understanding and fixing everything! My STRONG ADVISE TO ANYONE is DO NOT buy online! Go talk to any one of these gentle men in person, they will make the daunting experience purchasing a new mattress a breeze! Online and computer generated AI Technology will NEVER REPLACE humans! Thanks...