Mattress Firm LaSalle Center — Local services in City of Niagara Falls

Five stars for the process of selecting a mattress. Dana made it fun trying each bed and listened when we said we wanted hybrid types so we started with those. Then we wanted to try the hybrid nectars and he pulled mattresses off the back wall to try. We selected one, paid, and then got home and realized the receipt said it was a regular nectar not a hybrid. I guess with all the talk of hybrids and coils, we weren't trying then out after all? Not sure what happened there. We checked on the tracking for delivery for the next several days and then got a date from FedEx that wouldn't work for us, and the mattress firm website says to text them to change the date, but texting them got a response a couple hours later that said to call FedEx ourselves and it wouldn't be left if we weren't there, FedEx told us that only the sender could change the date and that it didn't require a signature and would be left, and then we got someone else from mattress firm to call FedEx who said they were only able to have it held at a FedEx location and delivery dates could not be changed. It's like no one knew how to handle it when the website said something different. When we finally got the mattress, there were no instructions, but I had seen in a message board that it needed to expand for a day or two before use, so we did that. Dana did inform us that a mattress protector was necessary for the warranty to be valid, and we have been using one, but it completely takes away from any cooling properties the mattress was supposed to have because it is a very warm bed now and I wake up sweating every night. So overall, happy with the shopping experience, but for buying a mattress twice the cost of my last one, it's not a huge improvement from another new mattress and I would shop...

It’s been about 3 weeks since I was delivered our new bed, but I wanted to edit to leave a review until I really knew how the product was going to hold up and last. We went in and were Immediately helped by Dana, he ran the initial sleep assessment and had us try every single bed until we were satisfied, even pulling some down off of the back wall. He went above and beyond to make sure we were satisfied with our purchase. There was little bump in the road with the payment method but he made sure that we stayed there and did everything he could to get it to work. He learned a new method to accept cards, and we got a new bed! 10/10 recommend Dana and Mattress Firm in the future. Especially because of their sleep guarantee, you don’t like it you keep trying until you find a forever bed.

BELOW IS A DIFFERENT EXPERIENCE AND HAS NOTHING TO DO WITH MATTRESS FIRM

Before this I tried Ashley home store in Amherst where the salesman ignored everything we asked and needed and was showing us the most expensive beds he had on the floor. We found a cheaper one we liked and he got angry with us and stormed off to his desk for us to follow and order the bed. Well he ordered the wrong one. Ashley delivered the bed in the box and as soon as it was taken out of the box they refused to take it back. No exchanges. No refunds you’re SOL. I was out almost $1000, the mattress was so bad nobody would even buy it I had to basically give it away. They refused to fix the issue at Ashley. They lied to me about having a 30 day sleep guarantee to get me to buy the mattress and once I was done there was no going back.

I will always choose mattress firm...

First, I recommend never purchasing from the on line store They completely screwed up my order and it is impossible to contact them. Eventually I was able to get in touch with Terri at the Union Rd, Cheektowaga store and after much difficulty he was able to locate my order. He did his very best to get things straightened out but the on line store is atrocious. My delivery date was supposed to be Monday 11/10 but I received an email from Matthew, one of the district managers and he said the delivery could not be made due to the website totally screwing things up Matthew was finally able to cancel the order and redo it through the store, with an inconvenience credit ( I lost a days work to be home for 11/10 delivery Bottom line - this is my second mattress firm purchase . The first through a store, the second on line. The mattresses are five star, as is the service from the stores. I especially want to thank Terri and Matthew for their outstanding customer service BUT STAY AWAY FROM BUYING ANYTHING ON...