Mattress Firm College Road — Hotel in Wilmington

Update: increased star rating.* Every person at Mattress Firm has been helpful, professional, courteous and made me feel that they were glad to have my business throughout the entire process. Each employee I have met deserves credit for their commitment to great customer service and satisfaction. Thanks to all who I interacted with in making my bed purchase an easy one...

From the moment I walked in the door Kristin acknowledged my presence and after letting me know she would "be right with me," she was. Kristin proceeded to help me choose a mattress. While Kristin was knowledgeable about the products I did not feel as if I was simply having the manufacture's inserts read back to me. Kristin listened to my questions and answered them in a way that was obviously from both personal and professional perspectives.

Kristin was funny yet professional and very likeable as a person. I enjoyed having her show me around the store and explain the different facets of modern mattress features and purchase options. After making my selection she even remembered to ask me if the price was "too much". I jokingly asked her what happens if I would have said "yes", although I did not expect that my selection price would come down, she informed me that she would simply discuss other options for my mattress purchases within the price range that I assume would not be "too much".

This experience being my first time purchasing a mattress from a sleep store and I am very glad that I decided to stop in and meet Kristin. I came away from the process feeling as if I got a reasonable price for a quality brand mattress and a quality adjustable base.

Kristin made the buying experience fun, humorous, enjoyable and informative and I am happy to say that I would recommend shopping at this store again- although the 10-year mattress I bought would dictate otherwise. Thank you.

Update: After waiting for the bed to be ready I elected to pick up the bed myself. There were no issues receiving the bed, it was exactly where and when they stated it was, assisted me with loading onto the truck I provided, and assembly went as expected. The quality and condition of the items were flawlessly accurate to what I believed I was purchasing. I could not be happier with the buying experience.

From a consumer standpoint, what earned Mattress Firm an additional star rating is their follow through. They reached out to me appropriately and proactively to keep me informed throughout the process and worked with me around my schedule and twice had to change my delivery dates at my request due to my work schedule. It was their desire to remain in communication as well as their willingness to follow through on the whole process which has earned them a 5th star rating. I could not be happier about...

For months I'd been avoiding the inevitable. Injuries I'd sustained after thirty-five years as a horse trainer made it impossible for me to get a full night sleep. Multiple times a night, severe back and shoulder pain would wake me up. My old bed with its lumpy and sagging mattress was just making things worse. I desperately needed a new bed.

Despite this, I'd delayed a trip to a mattress store for three reasons. First because I didn't have a clue what kind of bed I needed. Second because I'm the absolute worst at making decisions. If the choice is between black or white, I can readily make up my mind. Throw gray into the mix, and my brain either checks out or makes a snap decision without appropriate consideration. And third because beds are now a major investment and I was scared I would chose unwisely which would lead to a very costly mistake (see reasons #1 and #2).

Yesterday, under threat of bodily harm if I didn't stop complaining about my aching back and do something to remedy the situation, my sister took me to Mattress Firm. When I first walked through the door, I could feel my anxiety increasing. Beds everywhere. Black ones, white ones, purple one. Ones with coiled springs, ones with memory foam. Firm, medium, plush, gel infused. How in the heck was I going to be able to narrow my choice down to "the bed?"

However, from start to finish, the process of buying a new bed was not at all what I had expected and feared. In large part, this was due to Josh, the salesman who took me under his wing and guided me every step of the way. He began with a series of questions designed to narrow down my choices to only those beds that would fill my particular likes and needs. Then he had me start testing them. At no time did I ever feel like Josh was hard selling any of the mattresses I tried. It was clear that he was more concerned about finding exactly what I needed regardless of the cost or any benefit he would derive from selling me one of his products.

After eliminating these ones as too hard and those ones as too soft, my inner Goldilocks found the one that was just right! Hurrah!

From the time I walked through the front door until the time I walked out with receipt in hand, the entire "dreaded" bed buying experience took an hour and a half. In a mere 90 minutes, I was able to make a decision that I had been putting off for months. One that would have a major impact on my health and well-being for years to come.

Thank you Josh and thank you Mattress Firm. Because of you, I now look forward to pain-free, rest filled nights. You truly...

I don't appreciate people harassing my wife until I change my review. Businesses that whine and fuss until they get the review they want, instead of just ensuring they earn a good review by doing their job right the first time, annoy me.

1 - The people in store were exemplary. They were friendly and helpful and listened both to questions and later when we were unhappy.

2 - The delivery drivers were jerks. When I greeted them I just got grunts and scowls. They took the old mattress outside, had me sign everything was GTG, then after I closed the door they just hid the old mattress on the side of the house where I wouldn't immediately see it.

3 - After my wife called and complained, the store arranged for a junk collection service to come and pick up the mattress. We paid for that, then the store refunded the amount after the fact. This was exceedingly nice of them, but I cannot stress this shouldn't have been necessary in the first place

4 - They insist there was 'just a miscommunication' and the drivers didn't know they had to pick it up. If this was true, they should have used their adult words and discussed it with me instead of lying to my face. And someday should have admitted they were just lazy jerks instead continuing to lie. I'm over it.

5 - Still I would have made this review 4 stars except when I didn't change the review fast enough for their liking, they continued to harass my wife about it. That's not your place. Your place is to do your job, not nag us to be nice to you after a problem that was entirely preventable by holding your delivery people accountable.

I stress the people in store were great, no issues. But delivery and corporate need to get their acts together. Stop harassing my wife about MY review. And stop trying to...