Mattress Firm West Windsor — Hotel in West Windsor

Showroom staff was nice enough, but the company customer service model and infrastructure, especially related to delivery, is antiquated and anything but user friendly. Case and point - if you work hard enough to find their centralized service number, all you get is a recording telling you to use the online chat system - which is an AI bot and not a real person until you spend a bunch of time bypassing the bot. Our personal experience: made a purchase on Sept 11, delivery was not scheduled until Sept 26. No confirmation call as promised, showed as “pending” online. Couldn’t get any information online, through AI chat bot, or from live chat person I eventually got. So I drove back to the store. After 17 minutes, the person working was able to find out that without notifying customers like me who blocked out a day to get delivery that they decided to close for inventory and not do any deliveries on the 26th and 27th. How did they not know they were doing this 2 weeks prior? Attempting to give us a small credit for our troubles resulted in their computer system offsetting that credit by increasing the price of another item. After 45 minutes the pricing was properly adjusted - but unbeknownst to us, while they charged our credit card in full on the 11th, the partial refund won’t even show as pending until the day after delivery…. which was now today, Oct 5. The unmarked/unbranded delivery truck thankfully arrived during the delivery window, and they decided to leave the truck literally in the middle of the street which blocked traffic for our neighbors when there was plenty of room to back into our driveway or park along the curb. They only brought 2 of the 3 items that were supposed to be delivered, and destroyed a railing along the stairs. The top wooden railing was literally ripped through the screws, and spindles went flying. Their solution was to essentially balance the rail back on top of the bent screws that were left in the posts. Totally unsafe, unstable, and simply not right. I called the store, and the process is to email pictures to the store which then need to be forwarded to the insurance department who typically take 72 business hours to get back to us to start the repair process. The store manager doesn’t know if I can hire the contractor I want or if I have to settle for an “approved” vendor. We rely on having a safe railing in place as my wife is disabled - we may not hear until next week to find out who we can hire. This has been a TERRIBLE experience - and it’s not over yet. As far as the missing item…. they best they could offer is to have us sit home all day on Saturday for a delivery service. The warehouse is literally 15 minutes from my house. Why they can’t go back to get it or send someone else to bring it today or even let me pick it up is inexplicable as they clearly had an extra hour to make a bad attempt at...

My fiancé and I went to three different mattress stores. We are both young and were expecting to be highly pressured into buying the first mattress we looked at. You know, the type of salesmen that are on top of you and lock onto everything and try to get you to buy the same exact day. This was true in the mattress store we were in prior - but when we walked into Mattress Firm, it was completely different. Edison greeted us, asked us what we were looking for, and asked several questions about how we sleep to point us to beds that were suited for us. No other mattress salesman asked us these questions. He then left us alone to try out the beds we were pointed to, as well as any other beds. He checked up on us after about ten-fifteen minutes, asked us a few questions about what we liked, pointed out some sales and reminded us that just because a bed is more expensive doesn’t mean it’s better or right for us then left us alone again. AN INTROVERT’S AND NEW ADULT’S DREAM! After a few minutes, my fiancé and I had decided what we liked and let him know - but we weren’t comfortable buying the same day. He offered us a premium bundle with sheets, mattress protector, and probably some of the most comfortable pillows I’ve used. He reminded us the sale was over on the 5th, and that he would only offer the bundle with it until then. We left the store knowing that we were coming back. No other mattress store offered us anything extra when we expressed doubt and hesitancy. Today, we came back - he honored the bundle and explained deposits, financing, and delivery very well to two brand new adults that made us feel safe and respected. We never felt pressured to go with anything more expensive, or even to buy the mattress - we loved that he wasn’t on top of us the entire time and that even when he added the bundle, it wasn’t high pressure. He genuinely seemed to care that we got a good deal and a good mattress for who we are and how we sleep. Would...

Our salesman Edison was extremely knowledgeable and patient, clearly and concisely answering all our questions. Upon ascertaining that our need was not urgent, he guided us to the best week to buy, based on upcoming sales and promotions. We returned at that time, he remembered us, and all mentioned sales and promotions were active and applied.

We were able to arrange delivery of mattress and adjustable frame for the next day. Everything transpired just as we had been told it would. We were notified of our delivery window the night before, and received both phone and email notifications when the team was on their way. They arrived an hour earlier than scheduled but that was only a bonus for is. The delivery team was professional and efficient. Jose and Cristian knew what they were doing and had our old mattress (and topper) out and new frame and mattress in in no time. They demonstrated the adjustability features of the frame and didn't leave until we confirmed our satisfaction. Extremely pleased with the Mattress Firm experience and can't wait to get a good night's sleep! (Upgrade from a 23 year old traditional inner...