Mattress Firm Waxahachie Crossing — Hotel in Waxahachie

Update: everything else has been taken care of since by Brad except our two pillow order. - who was also helping us with our two pillow order... These pillows were ordered in the beginning of October and still haven't been filled. When I call the waxahachie store all they do is keep telling me to call or come back in on Tuesday for them.... And they still haven't come in. I was told last week that they have been filling the orders on these for newer orders and for some reason they are giving ours to newer orders. I called the number in response but Brad as a general manager - there is no way for a customer to reach him. Bradley is willing to take care of me out in Arlington but that's a long drive and we wouldn't be able to go until full rush hour traffic is going. I asked if they can transfer them to the store near me... So we can be done with this or if I can speak to Brad. No one is willing to do this. I can't get anyone to call me back or respond. I'm told the general manager is training in houston now and is too busy to talk or help me. Someone please help. I'm over all the work I've had to put in to fix or get my orders. Not one has arrived on time or working usually broken and now our pillows won't come in or have and have been constantly given away. I'm so upset and even when you call headquarters their phone line won't help anyone that has ordered at a store not through them directly. I'm so upset. And all the workers say in response is there's nothing I can do. It's just retail... Ok that's nice and all...I've worked retail, and this isn't an excuse. Please help!

Every time we order something...it comes in wrong or damaged. First time their was a mistake I call and speak with Joel. He won't take care of us. Tells us to wait until the guy we ordered through is there tomorrow. ok but we are hoping to sleep on our bed tonight? He admits he doesn't think he should have to help us since he didn't do the sale. I informed him that we were headed in to figure everything out. He quickly calls me back to tell me that the gentleman we ordered through is at the Cedar Hill location and to go there. The salesman we purchased from then called us and invited us to that store for the exchange and was very polite. To fix the mistake of the wrong mattress we ordered a new boxspring. ( The bed was supposed to be a california king...we received a king. Since it was on clearance they don't do exchanges and the mattress had a rip on it.) Because we didn't see the problems at delivery we are just trying to do what we can to keep it. But everything is becoming a total nightmare! The boxspring arrives today. The delivery men don't want us checking it out. I'm making sure everything is ok on it with my husband. They didn't want us to remove the plastic..ok weird. They leave and a part of the boxspring is ripped and completely smashed on on one of the corners. We now know those guys were trying to hide the damage. ( The delivery men) we now again have to call the store. They can't set up an exchange until the delivery truck returns to it's place late late afternoon...so they won't be able to reorder until tomorrow. No one is offering any sort of help. Just wait...just keep waiting. Don't call us we'll call you. Some time tomorrow Bill is supposed to call me to set up a return delivery exchange. No clue what time or how long until we get what we paid for. With all the extra running around, calling around, damaged product and Joel's unhelpfulness I don't know what to do. This is terrible! I have never spent so much money on a product and had so many things wrong, or damaged, or unhelpfulness to fix the problems. My husband and I have gone the whole way through trying to be understanding. But now their is a list of things that are wrong and no one even trying to help. For all the running around we've had to do this shouldn't just be a wait until whenever situation. I'm completely...

I called and spoke to Matt about a purchase we made July last year. We were stationed overseas and moved back recently. We bought a home in the area and spent the year furnishing it so that when we returned all the rooms would be ready. We are finally here and used our adjustable base for the first time and it broke. I paid for a platinum delivery service along with a $4000 mattress where Mattress Firm delivered and assembled. When I called the store to report it broke the first time we used it, we were told we need to call the manufacturer bc 4 months had expired. I didn’t even argue although we had just moved back a few weeks ago. I called the mfc and no reply. I went back to MF and spoke to the associate who was very kind and helped us with getting king size box springs. After explaining what happened and we have pictures, it was evident that the MF installer left the pins in the adjustable frame, so instead of the adjusting portion moving with the remote, the base was moving with it. It bent so far it snapped the metal. It left us purchasing box springs with no recourse. At this point we cannot recommend MF to anyone. My total purchase for a single mattress and platinum service was nearly $4500 and I’ve never been so disappointed. Update: Store rep contacted us and quickly resolved the issue. She restored our faith in...

Lauren Zito was so helpful and informal. We had a great experience , without her help we would not have known what mattress fits us best! She was so down to earth and funny and just a great vibe!

Update on our return/exchange experience: We had difficulties with our exchange at the location in Dallas for our exchange from a queen to a king, which was cost substantially more. The sales representative in Dallas didn’t seem like he knew he was doing and processed the exchange as a return and it fumbled everything up in the system. Resulting in them sending someone to come pickup the old queen mattress without delivering our new king mattress. I ended up having to cancel the pickup bc it would leave is without a mattress.

In frustration, I called the mattress firm in Waxahachie where we bought the bed originally and they were very understanding and provided phenomenal support immediately. They were able to reverse the transaction that was incorrectly processed as a return when it “should” have been just processed as an outright exchange. Thanks to the manager from the Waxahachie location he saved me the headache and was able to get our new mattress delivered within 2-3 days, while the Dallas sales rep was telling me he had to wait over the weekend to talk to the bank and it could have taken well over a week or two before we would of received our new...