Mr Furniture & Mattress — Local services in Hamilton

UPDATED AFTER VOICEMAIL LEFT BY MR MATTRESS:

I agreed to assemble the futon with the ALLEN KEY that was in the box with other bolts etc. The CREW that assisted on April 21st were using a DRILL on some parts of the futon, which I DO NOT have. Your store had no choice but to send the crew to help or provide me with a part that WORKS or I would have returned the futon and requested my $400+ back for a futon that wouldn’t have worked. Yes, at no charge for the assembly by the crew because your store inconvenienced me twice. First by the part with no holes and second time by providing another part with holes that were not aligned properly. So the right thing to do would be to send a crew out without cost due to the inconvenience (Which was done but I had to argue with the employee about it). Sending out a crew free of charge DOES NOT dismiss the fact of everything else that happened hence this review. You called my friend a Sir three times and she corrected you each time and you shrugged it off with no apology. If you are unsure if someone is male or female, you probably shouldn’t say anything at all regarding Sir / Ma’m. Your voicemail and response to my review lacks professionalism and any sort of empathy of the terrible service provided by Mr Mattress.

A few things here:

1st - A female friend of mine and myself attended Mr Furniture & Mattress on April 17th in the afternoon where we were greeted by an older gentlemen. I was looking for a mattress, bed or futon. Throughout our visit the worker kept calling my friend “Sir” and my friend corrected him 3 times that she is not a sir and the worker shrugged it off each time with no apology whatsoever. In our eyes, this worker was rude and had no empathy or respect for others.

2nd - I specially was moving and my friend was there to help so I ended up purchasing a Futon from this store. We decided not to have it delivered but rather we will haul it in one of our vehicles on April 19th. Once one of my other helpers helping me move and myself noticed that an important piece of the Futon was missing (Didn’t have any holes), we went back right away (April 19th) and were greeted by another gentlemen. I explained the part had no holes and I need a correct part ASAP as I’ll have nothing to sleep on for 2-3 days as this was on Easter Weekend. He kept saying he’ll have the part delivered in a weeks time. After further explaining I’ll have nothing to sleep on, he brought my helper and myself to the basement and provided the part needed. Once I got home, the new part that was given to us, the holes were unaligned so we were unable to piece the futon together. I called back right away and spoke to the same employee from earlier that day and the employee wouldn’t let me speak, told me to stop blaming the store (I never once blamed the store - I was talking about the manufacturer), to keep trying and they have never had issues before. After trying to tell him that we cannot piece it together, he finally gave in and scheduled a crew to come on April 21st between long hours of 11am-7pm which is an outrageous ask. The helpers arrived around 4pm with the correct parts and tools (That I don’t have) and pieced everything together. The delivery / assembly crew were the only respectful, kind & helpful people through this whole negative experience. The crew agreed that with the part from the basement of the store that I was given, it was not usable and needed to be returned. No wonder why they keep some items in the basement because they are unusable and I’m sure the employee on April 19th knew that but gave me the defective part anyway.

I will not be shopping here again for anything and will make sure that my family and friends shop...

Do not buy from here. I went in to purchase a bedroom set. I was the only customer in the store I asked the guy about one of the bedroom set that they had on the far right and he kept talking about another one that he said I could afford and that he assumed was in my price range without me even given him a price range. Making it clear that he though I could afford a less than $3,000 bedroom set when I make 3.4 times that a month. He also walk away when I was asking him about a bed that didn't had a price on it and he didn't wanted to answer my question. He kept going on about how the product that he was showing me was better than what I wanted even after I told him that I don't want what he wanted me to buy because I've had that set before and it don't last, He kept pushing for it. And he also kept talking down to me like I couldnt understand what he was saying or like I was some uneducated person. So I decided to leave, and all I said was I'm just going to keep looking and he walk away and said whatever. The funny thing is i had my friend on the phone and she recored everything that was being said and both sides. I wend to another place downtown and got a very nice set for $4700 and they delivered and set it up 2 days later. The guy will make anyone walk out and never come back. I understand now why everyone I know that has purchased or went in to make a purchase from them never went back. Bad customer service. Google should let people uploaded...

the staff at the store was friendly and helpful but after purchasing a set of bunk beds for my children and 2 mattress to go with it I was told I had to wait a week for the items to be delivered, I said "ok things are hectic with the whole covid 19 situation" then on the day of delivery I get a call that my items are not ready that needed 15 days more (needless to say I am now not happy at all, but what choice do I have?). delivery day came I was told roughly by 3pm called the store, they apologized and said by 5pm for sure they will be there, called the store again really livid at 6:15pm and they say it may take 1 hour to 1 1/2 hours..... well I got a call back at 7pm saying they should be here within 15 minutes (it took them 30) when they finally showed they never bothered to acknowledge me (I was sitting on my front porch) they just unloaded 3 boxes and 2 mattresses, left them right in the middle of the driveway and took off, I had to go and pay my neighbor's kids to enter the stuff into my kids' room......

in conclusion: they are great at selling and getting your money, but once the deal is close they send a couple of CLOWNS to deliver the items, I will not go back there for...