Mattress Firm Willoughby — Hotel in Willoughby

My husband and I have both worked in customer service, and are big on greetings, equal treatment, and being knowledgeable about the products you sell. And we try our best to shop were it appears that the staff members like or even better, love their jobs. We have been shopping at Mattress Firm in Willoughby since 2018 and each and every time we were happily greeted, welcomed into the store, and asked how we could be helped today. Now, we've been assisted by several of the Willoughby Mattress Firm staff members, and received EXCEPTIONAL treatment from not only Katherine Dale and Nicholas McCarthy, but each and every one of them. Not only were we treated excellently, the entire staff was extremely knowledgeable. We are so happy with our shopping experience, the staff and their knowledge at the Willoughby Mattress Firm store, that we refuse to shop in any other mattress store including other Mattress Firm stores. Thank you Willoughby Mattress Firm staff and company, for a great shopping experience, a wealth of knowledge, heavenly mattresses, box springs, foundations, pillows, and sheet sets. So for any and all your comfortable sleep needs don't hesitate to go to the Willoughby Mattress Firm. You will leave happier, then you were when you went in, knowing that Mattress Firm has your back, and is there to assist you in getting the best, most comfortable sleep of your life. Thank you again Willoughby Mattress Firm staff... We are customers for life!! Keep up the GREAT work!!

The Very Happy...

Overall HORRIBLE experience so far. Only reason I gave two stars instead of one is because the sales person who helped my boyfriend and I pick out a bed was wonderful (wish I could remember his name to give him credit) HOWEVER, when we put in the order for the bed we were PROMISED a “week-week and a half tops” for it to be delivered. Here we are.. OVER FOUR WEEKS AND STILL NO BED!!! We have called the store at least 3-4 times asking when it’s supposed to be delivered and each time they tell us they need to check and tell us they would call us back right away.. BUT NEVER DO! On April 30th we got a text that the mattress and bed frame would be delivered the 31st and IT NEVER SHOWED UP! So of course we called again and we were told it wasn’t there fault and “try tried to call us and left us a voice mail to confirm the delivery”. We never received a single call. Saying I’m angry at this point would be an understatement. So I am going to call one last time today and if the delivery is not here within the week I will be canceling and taking my business else where. This is outrageous. Never in my life have I seen such horrible service. I’m really not one to complain but people should know what they’re dealing with if they choose to buy a bed from...

Jim the store manager was awesome trying to locate a Matress my wife searched on line for . Was in short supply locally but found one in there brunswick location for me to pick up the following day. . Only to find out the day of pickup that brunswick would be closed that day and also the following day possibly due to staffing issues. No fault of Jim as he talked to the brunswick Store the evening I paid for the order its his store. Was pulling teeth to get someone to to open that store for me to get my product as originally promised. . Being without a Matress to sleep on for a few days was a bit of an inconvenience but the store was eventually opened up for a half hour couple days later for me to grab it . So it all worked out in the end. I realize staffing issues are a problem but to have rolling store closures at random and no notice to anyone except last minute is my highest gripe. Wife loves the mattress she picked out . So in the end it all...