Mattress Firm West Cypress Gardens — Hotel in Winter Haven

The worst experience. 1 Star because 0 wasn’t an option. We bought a queen size mattress and a adjustable base. Our salesman seemed to be very helpful. He helped us pick out a mattress we thought was right for us and since I have back issues, we choose to spend the extra money on an adjustable base as well (it helps my back having my feet and head raised slightly). He assured us if it wasn’t a good fit, we had 120 days to bring it all back and try again until we found the right fit. Well we decided the mattress was too soft and needed to try something more firm. So we swapped it out. My husband couldn’t sleep on the firm mattress at all (or with our head and feet up). So we went back again and wanted to see about upgrading and getting the king size/split adjustable mattress so we could both have control over our own side. He could get soft, I could get firm and raise it however I needed. So we could actually sleep in the same bed again (my husband has been on the couch until we could switch it out). This is when we were told “oh...you can’t return the adjustable base...just the mattress itself”. So...even longer story short...we are stuck with this expensive base that we cannot use or want. There’s nothing they can do. I understand that it’s policy. And if that was told to us upfront...fine. But this was not the impression we were given at time of purchase. We were made to think it was returnable. We were told it was! That’s why we were so willing and happy to try it out. We were told “you can return it all if you are not happy”. Plain and simple. We are so disappointed and not sure what to do. We need that king split mattress and base...but we can’t throw the $1,899 we spent on that base out the window. We will never consider Mattress Firm again. This is not good customer service. I understand “making a sale” but not if you have to give false info to your customers. We do NOT recommend this store nor will we be back. And we’ll tell anyone we can about it. Just an awful situation. Salesman: Geoffrey...

My wife and I went in looking for the helix mattress, we’re were looking for a mattress for our new home and needed something soft enough for me and firm enough for her. She’d been looking and comparing things online and was finally ready to make a purchase. We went in with expectations in mind. What we found was more than anticipated. We did not find the helix here, but we did choose the temp-luxe-breeze. So now that you know that let me tell you about the best part, Kevin. Kevin was our sleep expert and expert he was. He’s very relaxed guy in approach, knowledge and sure, and not pushy. My wife told him and meant this “you are the best sales person a have ever experienced”.(her interaction battery usually does quickly and I’m the one who usually does all the talking until it’s number time) she did all the talking, and asked many questions that he comfortably answered, his answers weren’t the fully answers, they were legit like a normal interaction not a sales answer. I myself have worked in a field to sale mattresses and I have to say it was such a pleasure to be helped by Kevin. Honest and transparent, and whether you are there to buy or not, he treats you the same, patient and thorough. We didn’t feel like a sale, we felt like he genuinely wanted to give us all the information, time, tools we needed to make the best decision for us, well being and financially. We are happy with our choice and will return because of him. You can buy a mattress anywhere but this service, and satisfaction,...

John and Nicole was very Professional and Knowledgable they listened to what I needed and they ensured I left their store as a satisfied customer they even schedule my delivery for this week and I’m so excited and thankful to God for blessing me to have been serviced by two Professionals such as John and Nicole they work do well together and they gave me nothing but Excellent service and I Salute John and Nicole on a job well done and I thank their leadership because the Excellent service I received from John and Nicole is a direct reflection of their leadership so I Salute the leadership as well thanks again John and Nicole for a Great experience I will never forget it and I will recommend both of you to all my family and friends God bless you both God bless Matress Firm

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Melodie Stevenson US Army Retired, Combat...