Mattress Firm Settlers Market — Hotel in Williamsburg

I had an excellent experience at this store today. I walked in thinking I knew exactly what I wanted, but I left with something even better. I'm so glad I didn't just rely on online reviews to pick a mattress. Testing the beds in person made all the difference, and it saved me from the hassle of potentially having to return a mattress and arrange for a new one to be delivered.

We were assisted by Austin and the store manager (I believe his name was Chris, but I might be mistaken—sorry if that’s not correct!). The manager was incredibly knowledgeable about every product, and Austin was exceptionally charismatic. Although he mentioned that he was new, I would never have guessed if he hadn’t said anything! He handled all my questions confidently, and if he didn’t have an answer right away, he made sure to find it. That level of commitment is so important when you're making a significant purchase like this.

I also agree with many of the other reviews I’ve seen: the staff here is not pushy at all. This was my first major purchase of this kind, and my partner and I wanted to be sure we were making the right choice. We were able to take our time, test different mattresses, and learn about the options and warranties without any pressure. I HIGHLY recommend stopping by this store if you're in the market for a...

Delivery service and customer service is terrible. I went in one day and told the sales lady I wanted a tempurpedic mattress. We discussed the models and I picked one out. Two days later I returned to buy it with a few other items. Total was around $5700. The sales experience was fine. It was the delivery part where everything fell apart.

The day before delivery I received a text with a delivery time of between 7 and 9 pm. Who wants a delivery that late ? That’s dinner time and rest time.

I called the store and talked to someone about moving the delivery time. He said he could not do it because it was already on the truck. They’d have to wait until the truck returned and then maybe they could deliver it 5 days later? That long?

My husband wanted me to cancel the sale immediately but I held off. The next day I walked in and talked to Patrick. Patrick could not have been less concerned or less sympathetic about my frustration with delivery. He had a chance to show concern but he didn’t. He just kept repeating the delivery service process. So I was getting more agitated. I said to go ahead and cancel it. He said he couldn’t do it until tomorrow!

So the delivery process is terrible , and Patrick doesn’t care about losing a big sale. To me, that’s just bad...

My shopping experience at Mattress Firm was spoiled by a sales guy who freely dispensed unsolicited sleep advice masquerading as fact, and who managed to insult both my wife and my intelligence by playing childish numbers games with the pricing (good for today only, my bonus depends on this, can't put it in writing, oops no business cards, etc, etc.)

We walked out this otherwise really nice mattress store and bought a mattress in a box online from Tuft & Needle. Saved a bundle, saved the aggravation dealing with boneheads, and now enjoy a great night's sleep. No regrets.

Unfortunate, because this Mattress Firm store is a large and well organized. It covers all the bases for mattress selection from basic to luxury. The middle price/quality range seems well represented. My experience was maybe due to a rogue sales guy who went off script--let's hope this is not a company-wide...