Mattress Firm Wooster — Hotel in Wooster

If I could give 0 stars I would! Absolutely horrific experience with this store.

Purchased a split King to be delivered 3 weeks later. Called a week prior to deliver to add mattress protectors. At this point we were told that it would be no problem and that he would email us an invoice and as long as it was paid the day prior to delivery it would be no problem.

No email, no invoice.... two days prior to delivery I get a system generated email to tell me to get ready...my order is on its way...

Day prior we contact the store to tell them that we did not get an email with the invoice and need to pay so delivery isn't postponed.

At this point we are informed that the delivery was canceled because of balance due for the mattress covers. We explained that we were told to expect the invoice via email and it did not come and we were told as long as it was paid the day before it would not be a problem.

I was told that they would not be able to deliver and the soonest the could delivery was two days later. They would contact us the next day to discuss.

Next day, they call and the story is now that the bed was not in stock. This bed was in stock when I bought and arranged delivery, but now it was not in stock???? So they are selling beds that have already been purchased.

Zero Communication!!!! I asked why that was not communicated to me and why they did not send invoice as promised or why no one called to tell me about the inventory issues?

I was told that is just the way they do business.... I canceled my order, even though I have no bed because we got rid of the old bed to make way for the new!!!!!

Warning - this is the way they do business. Proceed...

We purchased our Purple Mattress in late 2019 at the Wooster Mattress Firm and I’ve really never had a better mattress buying experience. I have had enough issues with other mattress stores to make me suspicious of the whole industry. Mattress Firm changed that for me. They were upfront and had standard pricing. (Purple does set a standard price, which is nice, not having to fool around with sales or hidden fees.)

There was even an error in our favor in the original quote which they honored without us having to ask. We had a few hiccups on our end in the delivery date and had to change it a few times. They were patient with us, and the delivery and setup happened smoothly.

Now over a 16 months later, we wanted to use a coupon Mattress Firm gave us back then, in conjunction with a cash back deal that our credit card company was offering. Christian, a MF employee, figured out a way to make it work with our credit card’s strict limitations on only getting the offer online. He went out of his way to think outside the box and make it happen. That’s the kind of customer service that really makes me want to recommend a company or service.

By the way, we love our mattress and adjustable frame a lot. It has really helped me sleep better and reduced back pain. The adjustable frame mechanics are in great shape. As I said before, I have always been cynical about mattress sales, but Wooster Mattress Firm has changed my mind....

We had an excellent experience here. Cory was very helpful and patient with answering our questions and explaining the pros and cons of the different mattress options. Cory and his associate were like walking encyclopedias of mattress information. The store itself was very clean, well lit, and full of natural lighting. The play area for our 3 y.o. was also greatly appreciated. Service was also prompt. This said, it sometimes was a little hectic with the volume of phone calls they were getting. If possible, try to visit at a slow time for a few less interruptions. This said, I noticed Cory would jot down notes when people called in. This worked like a follow-up list for him. He also let the answering machine work for him, and during my visit, I noticed that he did a few quick call-backs.

In short, the staff there are "with-it", have their act together, follow-up promptly, and provide an excellent experience. We spent about $2,000 on our puchase, and when we left, we felt 100% satisfied with our selection in product and selection with the company.

On the topic of the company. I liked the follow-up e-mail. The short you-tube videos were extremely well-done, informative, helpful, and to-the-point. Even features like "delivery truck tracking" are things I didn't really expect when buying a mattress.

In closing, this was one of the best shopping experiences I've had...