Mattress Firm Georgetown — Hotel in Washington

TLDR: I had the WORST experience with the Georgetown Mattress Firm sales representatives. They are not helpful at all. You will be screwed if your delivery requires any special documents or instructions. I ended up doing their job for them, trying to track down the document I needed. This experience caused me a large amount of stress and anguish—I would never wish this experience on anyone else, so, AVOID THIS STORE.

Full story below (pt 1):

I purchased a mattress on May 10, 2024 from the Georgetown Mattress Firm store. Chima helped me make my purchase. At checkout, I informed him my apartment building requires a COI for any company to deliver in the building. We decided to schedule a delivery for the next Friday, May 17, as Chima said this would be enough time for the warehouse workers to create a COI. As the next week went by, I emailed Chima to get updates on the status of the COI. I never really got a full progress update. Later, I learned there were email exchanges between Chima (the sales rep) and the warehouse, but I’m not sure what happened, since it seems multiple people dropped the ball.

Finally it came to the day of delivery. I called the Georgetown store to try to find the COI. This was the first time I spoke with Porsha. I tried to explain the situation with the COI. She said Chima wouldn’t be in the store until the evening and that she was new. Consequently, she gave me the warehouse number to talk to them about the COI (I later learned she wasn’t supposed to give me their contact info).

I called the Ouiden warehouse and spoke with Adam (I believe). I don’t even think I would have the COI 10 days later without him. He apologized for my situation and tracked down where the miscommunication was, being that the contractor didn’t complete his role of filling out the COI. He told me he also talked to his supervisor, who would reiterate the importance of this document to the contractor who didn’t complete it. And it would be done soon. Again he apologized and tried to call my apartment building to see if they could make an exception. As I predicted, they could not. Adam said he would call the delivery guys and tell them to cancel the delivery. He also said I would have to contact my sales representative (that being Chima) to reschedule the delivery.

The next day, I called the Warehouse again (a different representative then Adam this time) to see if they had the completed COI. They said they did, and I would need to ask my sales representative to email the warehouse asking for the COI. I called the Mattress Firm in Georgetown again, and spoke with Porsha. I asked if she could email the warehouse and request the COI. She opened up the email log and said there was a message Chima sent to the warehouse the day before asking about the status update of the COI. I asked if she could email the warehouse asking for the document, since they just told me they had it ready. She said she wasn’t seeing it was ready from the email chain she was looking at, so she would not email the warehouse for the document. I can’t lie, I got pretty frustrated at this point, since the warehouse couldn’t email the document to me and my sales reps at Georgetown Mattress Firm also refused to contact the warehouse. I told Porsha I would call the warehouse again and ask them to send it to her, since she wouldn’t email them.

So, I called the Ouiden warehouse again. Thankfully, they were much more helpful than either of the Georgetown sales reps ever were. I explained the situation again to the warehouse and asked if they could email the document to the Georgetown Mattress Firm. They agreed, seeing how much trouble I was having with my sales representatives. I called Porsha back, and asked her to check the store email. Sure enough, there was the COI. I asked her to email the document to me, and she did. She also said she would reschedule the delivery for Monday once my delivery was unlocked in the system.

Part 2...

The 5 stars is for the help I received from Ricardo, who was excellent. I came in on a random Wednesday in February, so I was the only person there. He understood what I was after, made good recommendations, and then left me to explore and lay on the beds as needed without it being awkward. (I often feel awkward in these stores since you need at least 10-20 minutes on each bed just to get a sense of it, and it's weird when the salesperson is just kinda hanging around.) I felt his assessments of the products and his answers to my questions were honest, which is most appreciated.

I don't know if I'll end up buying the mattresses I liked there or not, but I would still recommend working with Ricardo at this location if you're in the market for a new mattress.

As for the store itself, the downstairs is definitely more welcoming and less awkward, but where to go is tied directly to what you're after. It's below grade so it's a bit darker and warmer. The salesperson has a desk where they can do other work so they don't have to...

I'm really disappointed in this mattress firm location. I called on Monday because we were within our 100 day trial of our current mattress and wanted to either return it or exchange it for another option. I spoke with a woman who quoted me a price that was $600 higher than what I saw online for the mattress we were interested in; she promised to call me back once she had double checked on the price. After waiting for 3 hours for a return call, I called back and spoke to her once again. At this point she informed me she'd forgotten to call me back but that she wanted to wait to confirm everything until her manager could call me on Tuesday morning. I have never heard back from anyone at this mattress firm and am now looking at a mattress price that has changed to its original price. I could have saved $600 but due to the complete lack of follow through and proper business practices from this business, I'm now forced to either keep the mattress we are not totally happy with or spend a chunk of money that yesterday I...