Mattress Firm Tobey Road — Hotel in Wareham

I want to start this review by saying I'm writing this review based on the experience I had with management at this store not based on the WONDERFUL customer service I received from Dustin. I went to mattress firm in hopes of getting a new mattress. Dustin was kind , informative and patient in helping me find the perfect mattress within my budget. I was lucky enough that we found the mattress I wanted in the outlet for a discounted price. I was going to finance the mattress but due to technical issues they were having with their computers I as unable to do that option. I did not want to lose out on the discounted outlet deal of the mattress so I decided to pay out of pocket for it. I swiped my card to purchase the mattress and the money was taken from my account. Soon after we find out that the sale could not be completed there was a glitch in the system as I swiped my card and someone else had purchased the mattress in the interim. I was told that nothing went through and I should see a refund in 3-7 days. I told them the large sum of money was removed from my account and they assured me it would be refunded. Then I STILL went forward to purchase the same mattress brand new for full price despite the inconvenience of being out a large sum of money for their system glitching. Mind you the entire time this is happening Kitty the manager is sitting right there so she is WELL AWARE of the entire situation. 10 business days went by and I had to follow up and call them I have still have not received the refund for the HUNDREDS of dollars that was essentially for nothing and just being held by them. Dustin assured me he was doing his best to get it resolved and that they had never had anything like this happen. He said the transaction was just stuck and even the IT department can not figure out how to reverse it. I tried my best to be understanding so I gave them more time to figure it out then waited ANOTHER 2 WEEKS . I then followed up with Dustin again he said he isn't sure why they can not resolve it and he told me he has passed this both to his store and district managers to try to get this resolved . I made him aware that I am not willing to wait any longer and need my money back asap since essentially I had to pay twice when I didn't have to due to their system crashing . Dustin assured me that one of them would be contacting me within the next few days and they would have the ability to help me more than he can at his position. ANOTHER WEEK goes by and still not one manager had contacted me or even seen concerned that me HUNDRES of dollars have not been returned and none of the managers had mad any effort to correct this. This happened on 28FEB2021 and I have still yet to see my money be refunded and I have STILL NOT had the store or district manager call me to even attempt to make this situation right or discuss it with me . The fact that Kitty the store manager was right there when all of this happened and fully aware of my situation and then choose to do nothing to try to rectify this in this past month is wildly unprofessional and her customer service in regards to this has been beyond disappointing . The same can be said for the district manager. The situation is something that was unexpected and I felt I was more than patient and understanding of that. The CHOICE of both kitty and the district manager to ignore the situation and then continue to ignore this is just wrong . I would how ever recommend going to see Dustin to purchase anew mattress. His Kindness patience and customer service have been exceptional. It is disappointing that he has an awful management team that does not back him up or make it right to allow his customers to have a good experience in a...

We did our research online and decided to check out our top picks at our local (Wareham) Matress Firm on Black Friday. Thinking we had narrowed it down to 2 mattresses we were shown atleast a dozen by Manager Kitty that were in our sleep bracket. Shopping for bedding has become quite a science as its not just firm, medium or plush anymore but Kitty was very knowledgeable and super patient and answered all our questions. We decided on the Seally Hybrid plush with adjustable base after almost two hours testing the plethora of beds in the showroom. I asked for their best deal as we planned on price comparison shopping at other stores and they delivered! Although the bed was priced as marked it did come with an instant $200 accessory credit which paid for our king size "cooling mattresses cover". Kitty was also able to discount the adjustable base by $500 and gave us 2 for the price of 1 cooling pillows! All in all we were extremely happy with the great customer service, knowledgeable staff and of course competitive pricing. They are also observing Covid 19 safety procedures with sanitizers and pillow protectors. Of course due to Covid they didn't have every bed in stock but we were pleasantly surprised that we would have our new bed delivered in less than 2 weeks. Thanks Kitty,...you made the complex decision of bed buying a breeze and you have won us as lifelong Mattress...

Great customer service. Watch out they say 10yr warranty an buy this mattress protector an you won't have any problems. We'll 4yrs later gaping hole (basically springs separated leaving a 18" long by 4" wide hole right where your lower back would be. They denied my claim for a stain (that should never have happened since I paid $150 for the protector) was denied. The stain was 3' away an the size of a baseball (disclosure I pour sweat when I sleep pour is alil much hut I run hot). So $1,500 mattress worthless after 4yrs... never ever shop here for that reason. Go to Cardi's 1.5 miles away... I saw you responded. It's not you Kitty it's the sham warranty. Any reason to not honor the warranty. I bet if the baseball sized stain (which According to the salesman the mattress protector @ $180 was supposed to not happen) wasn't there they would've rejected the claim anyways.. Out of all the information they gave us when we purchased the mattress not once was stains mentioned to disqualify warranty not once. Stains where mentioned hence the $180 mattress protector (if wondering it was the...