Mattress Firm Yakima — Hotel in Yakima

Julie was awesome to work with. I had bought a mattress in January and there was a sag that happened after about 6 months. Finally did the warranty at about 8 months due to COVID. I submitted my claim and it was accepted with a value of $699, my original purchase price. Although that mattress was on sale. My husband and I went Wednesday evening 8/19/20 to pick out a new mattress and the person in the store kept saying that the warranty states that sale prices are not applicable for warranty purchase. My husband and I left because we were okay paying the difference for a new mattress, but not paying more because they wouldn’t honor the sale price. We looked at just replacing the defective mattress with the same one but we would have had to pay on that and I was not going to do that. I then attempted to call the number listed on my warranty paperwork and due to COVID, had to go to the website and use the chat feature. The “person” to chat with was a robot and wasn’t giving me answers other then to fill out form and then someone would contact me. I then somehow found my way to Julie. We texted and told her all of my issues and wasn’t happy. Julie wanted me to come in again so that she could work things out because you have to do a warranty claim in the store. My husband and I went back on Friday 8/21/20 and Julie was busy with another customer, but her associate was able to help us as she had already discussed things with her. We had already picked out the new bed and it was just a matter of doing the paperwork and paying the difference for the new bed as Julie honored the sales price. Julie was awesome to deal with and I will return and work with her! Only reason I am giving a 4/5 is the mess and run around with the warranty but Julie is a 5/5!!!...

So I purchased a box spring at the west valley mattress firm and was sent to the other store but upon showing up Luis didn’t greet us and just asked us if we had a pickup. Once we let him know we had a order for the box spring he kept telling me that it was in the back on a truck and that it was gonna be five minutes. Well 5 minutes turned out to be a hour wait. So he kept stalling us and telling us it would be a few minutes but turned out that they did not have it or a truck that could deliver to the other store. He did not pay attention to us and just stayed behind the counter and just kept walking around in and out the back. He also kept Trying to get us out the store by asking us if we had errands to run and to come back so they can have it ready. Well my response was I needed that box spring because I just moved and do not have a bed, I was really upset that he did not seem to be worried about us laying on the beds waiting and just kept saying from the other side of the store that It would be a few minutes. The mattress store in west valley were honestly the best experience over the one by 1st due to the fact it’s customer service far exceeded expectations over the store on 1st since we didn’t even get greeted or asked if we needed help, Luis just stayed in his area and told us to lay down and wait or run an errand...

I purchased a mattress from Mattress Firm during their Labor Day sale, attracted by a good in-store experience and a seemingly flexible return policy. I was told that returns would only involve a $100 restocking fee, and my purchase came with a free adjustable base as part of the sale.

Unfortunately, after two months, I began experiencing significant back spasms due to the mattress, which did not feel the same as it had in the store. When I tried to initiate a return, I was surprised to find that the fees amounted to $750, and I’d also be required to keep the 'free' base, paying full price for it if I returned the mattress. This was not clearly communicated at the time of purchase, and I felt misled by the emphasis on Mattress Firm's 'great return policy.'

While the salesperson, Aileen, was very polite, I wish there had been full transparency about the actual costs associated with returns, especially since it was a major factor in my decision. I hope this review helps others make an informed choice and that Mattress Firm considers improving the clarity of their policy for...