Mattress Firm Warwick — Hotel in Warwick

Buyer beware! Mattress Firm the first thing that I noticed that I noticed that the Black Friday signs were still up. I met Anthony and we first checked out firmness and I decided that the Medium was best as he did. He took me to a Serta medium which I really liked, but the price was on sale at $699.00 with a free base. He said to me, too bad you didn't come in on Black Friday and you would've only paid $600.00. So I asked if it is still good because the sign is still up on the door and he said no I would not qualify for that price because the sale is over for Black Friday. Then why is the sign still on the door. So I let that go. Found another one, which was at the $600.00 range with free base. So I agreed on that one. I wanted to pay in three installments and they offer Progressive Leasing, so we tried three to four times with my two different credit cards. They kept denying and I know that I had money on both cards. We called the company and still had issues, so I decided to pay in full with my debit. Went through no problem. Delivery was set for that Sunday 12/8/19, I thought that is pretty good considering how busy the season can be.

Within and hour I get a phone call from Anthony stating that the bed was sold at the same time that he was selling it to me. Why did that happen? It should've flagged in the computer and he shouldn't have taken any of my money. He stated that he was checking around at their other stores to find another one, so I agreed. I get a phone message, but wasn't aware that he called so I decided to call the Warwick store. The guy Reggie answered and was so rude. I was trying to see if I could try to get the other bed in place since my bed was sold, and all he kept saying is the placement of every item in the store. I kept trying to let him know which bed it was, but he kept rudely interrupting me. So I asked him which store was Anthony in several times, he wouldn't tell me. The last thing that he said was that he would have him contact me and rudely hung up on me. So I contacted customer service and they had Josh the District Manager contact me. He said that he would address my issue with Reggie. In the meantime, I tried to get more off on my order because of all the mishaps and attitude from Reggie. Anthony contacted me and gave me a $500.00 two pillows, mattress cover and sheets for$200.00. I thought that is a pretty good deal. So I paid the difference over the phone. Anthony stated delivery would be on 12/13/2019 and that I would get a robo call the day before. Here is Thursday nighttime and not one phone call. I even contacted Anthony earlier that day to see if the bed was delivered to the Warwick store from Quincy MA and he said that it was coming in. Next morning of my delivery, still no phone call. So I contacted Anthony and he said that it will be out for delivery today 12/13/19 and that if I don't receive a phone call by 4pm that day, to contact the store. Well I with my instincts new something wasn't making me feel good about receiving my paid in full product that day. So I contacted the store and spoke to George. He said that he would check and call me back. I spoke with him again and what do you know, my instincts were right on. Not even out for delivery and not one phone call. I requested a full refund right away and that I am done. George called me back and stated that Josh approved my credit back, but only $762 and change and the rest when I bring to the store what they shipped to me. So I went in on the 14th and saw Anthony and the first thing that he says to me is that these items are not returnable. I stated wait a minute, I never received my delivery yesterday and he looked pretty shocked. I told him what happened and he contacted George and he refunded back my $214.00. I do know that Anthony is not at fault for all the warehouse communication, but I believe that a Sales person should make sure that everything did happen and if not, the consumer should be notified. I will never step into that...

On late July 3rd early July 4th of this year a really quick but bad storm hit Rhode Island. It knocked out the power completely off the grid. At some point lightning hit our smart home and began smoldering in the wall. The power came back on causing it to surge and within 7 minutes we lost everything including our 3/5 litter matt cats and the last 50 years of our lives worth of stuff. For the next month we lived in a hotel with only the clothes on our backs and for me work uniforms. Across the street from hotel was mattress firm. I said to my husband WE NEED to replace our bed, before anything else. “T” helped us. He heard our story and went above and beyond for us. I literally work 7 days a week 12-18 hour days so sleep is EVERYTHING to me. T went step by step making sure that we replaced the bed with exactly the way we had it first time. Explaining to us the changes to expect as the items we had were now new and improved. Which we now understand completely. Not only that but he had the bed out for delivery and set up in our rental within 48 hours. He took the time and didn’t hard sell us on anything. The bed sells itself. I absolutely love love the new and improved bed! It’s our first large purchase and replaced item since that horrible night. Well worth it in my opinion. Sleeping on an air mattress that kept deflating in the middle of the night is no way to live. I’m the type of person who dedicates every day to helping others and felt like I met someone who in return helped me. We would def buy from them again. No hassling, no hard sell, was fast and knowledgeable, most of all he offered a hug to myself and husband when we needed it the most. Thank you for going above and beyond for my family.

Sincerely well...

So far not a good experience. I went in and ordered a king mattress and a split box spring. I was told that with standard shipping the mattress wouldn’t arrive until mid July, but was offered the option of having is sent through USPS to have within 7-10 business days and opted for that option. I was told I’d receive and email with tracking info for that, and that the box springs would arrive within a day or two. They did, but what o received was a split queen box spring. I called and was given the run around by the run around by the manager George. First it was “I’m with a customer can I call you back when I’m done” and no call. Then it was “I can’t change it in the system yet I’ll call you in the morning.” No call. Then I called again and still couldn’t change it in the system “I’ll call you back” - no call. Finally that night he figured it out and two days later the box spring was swapped. Once that was taken care of I asked George why I hadn’t gotten any tracking info for my mattress and when would it be arriving. His response was “it’s not so simple for me to just get the tracking number. Let me take down your number and call you back” again. I asked that he call back and email the tracking info. I received nothing. Now the next day I’ve called numerous times and no one answers. Ive left a voicemail. It’s just absolutely terrible service. And should be embarrassed to have a “manager” and nonchalant as George as the face of their business. Every step has been a project for me so far. I’m considering returning and cancelling everything. I have a feeling I don’t even have a mattress in its way...