Mattress Firm West Jordan — Hotel in West Jordan

See further below for review at time of purchase, which was also 2 Stars. I would rate the service I have received from Mattress Firm on my warranty claim this past month at 1 star but will leave it at 2 stars for now because the delivery team did a good job.

Summary: Adjustable base broke and should not have Mattress firm referred me first to the wrong manufacturer then to the right manufacturer for warranty service. Be advised, they don't handle their own warranty claims. Manufacturer took nearly a month to finally ship out a replacement. Manufacturer should have shipped replacement to Mattress Firm for delivery, but instead dropped a pallet in my driveway and said it is the store's responsibility to install, but never coordinated anything with Mattress Firm. Meanwhile Mattress Firm absolves itself from the install saying "we didn't coordinate to have it dropped in your driveway". Mattress firm then proceeded to shake me down for an install fee.

Installation team came out, were polite, took care of lifting the incredibly heavy base up and down stairs and removing the broken one. They were great.

December 2023 Received delivery today after waiting several weeks due to an item being out of stock. Unfortunately, the delivery agent identified that the delivery was damaged and therefore undeliverable. It happens. But the process for fixing it is weird. They couldn't simply handle it and schedule a delivery for a replacement or arrange for someone else to bring out a replacement later today. I had to call the store back where I bought the item, track down the sales person / manager, and initiate a replacement request. There is no process to expedite replacement deliveries. And tomorrow's delivery schedule was already full. So I was stuck waiting until they could fit me in, like it was an inconvenience to them to fix their problem. After some pressure, they made an exception and got me into a delivery tomorrow in the middle of a family party we are hosting. So that will be really convenient.

So basically, they hauled off my old mattress and we are sleeping on the floor until they can make special arrangements to deliver during our family party. The other alternative was to deliver on Sunday, Christmas Eve or "sometime next week".

This has obviously tainted my entire experience. Will I like the mattress? Hopefully. But will I shop at Mattress Firm again? As of right now I am rather...

WARNING To all, buyer beware. It has been since August and with me walking on the bed 10 to 30+ minutes a day the mattress is still not broken in. Still not in showroom condition, still a hard mattress. It is apparent that it is going to take an indeterminate amount of time to actually get this $5000 bed and set up broken in, soft, conforming to the body, to be able to get a good night's sleep.

UPDATE: 01/19/23 The Temper-pedic Mattress that we got back in August still has not conformed to be like the showroom bed. We were told that the break in would take 30 days, or 60 days, or 90 to 100 days. They don't inform you of that when they sell you the bed and that would be the break in. You know kneeling across the bed to break it in, key word breaking it in. What if you were too old to do this? My wife calls this bed THE ROCK, and will not sleep on the 'new' mattress, she sleeps on the old bed. I have tried valiantly to work this bed in, but 5 months later it still is not comfortable, it is still not broken in.

We finally got the bed and bed frame. But the page to the financing area is down. Not a good sign as we did this for the special rate. Hopefully nothing goes awry or everything is going back and we will exit from this company...

Let me set the record straight before I begin, shopping here was an amazing experience. 5 star experience in fact. I don’t remember the name of the woman that helped us out but we walked into the store strangers and left as friends. She was so helpful and amazing in making sure we found what we needed. My problem with this company comes from the fact that during the delivery, the delivery guys began to set up my mattress and bed frame and hit my wall with the adjustable base. I immediately took pictures and got ahold of the store. The delivery man didn’t speak amazing English and I was attempting to help out with my awful Spanish. When I mentioned the wall he told me to call his personal phone at 6 pm that night. Again, I got ahold of the store instead. They were prompt to resolve the issue and offered a check to repair the damage. My mattress was delivered on June 4. I’m writing this review on August 31 because I still haven’t received any compensation. I understand accidents happen, mistakes happen, but after two months I should be able to at least hear back from the warehouse as to what the holdup is. At this point, I plan to buy my next mattress from a...