Mattress and Appliance Inc — Local services in Fairfield

I was debating whether or not to write a review but here it goes. Going into the store, I had a great experience with the floor staff (I can't remember their names) but super knowledgeable, good conversation, and smooth experience. It was after this that things went downhill. We were promised delivery on Saturday. Friday night, we received a call asking if we would be home - I asked if we can get an estimated time since we were still moving and the man said no, he has to route it out. So I asked if he can call me in the morning to let me know and he said no. So we arranged to be at the new house all day to wait. At around 8 pm, we get a call saying he is running late and could we reschedule and I said no since we had been waiting all day and he said ok we will still make it but it will be late, and I said OK thanks. Around 9:30 pm we got a call saying he isn't going to come but he will make us his first stop Sunda morning. Fine. Sunday morning, I got a call saying he was on his way and should be here by 9 am, he didn't show until 10:30 am. He had a bit of an attitude and smelled like weed. At this point, I was over it and just wanted it done but no, that couldn't happen. He forgot the screws to install the dryer plug to the actual dryer itself and he also forgot the bed frame for the queen size bed we purchased so basically the washer and dryer still couldn't be used and the bed couldn't be set up. He said it was his fault and he would come back that evening because he knows he messed up, and nothing. No show, no call, no nothing. At this point, I tried calling Mattress and Appliance and they did not answer. I called back to back 3-4 times until finally, someone answered, they apologized and said they would get to the bottom of it. Monday evening, I called back - again multiple times to get someone to answer and the guy told me that someone would be in touch with me. Tuesday, the delivery guy said he was picking up the stuff at the store and would be over Tuesday night. Fine. Tuesday evening, I got a call from the delivery guy saying he was in Kentucky (a minimum of 45 minutes away) and would be by really late. I asked how late because the person waiting at the house goes to bed early, and he couldn't tell me. By the point, I was over it and contacted Mattress and Appliances asking them to take this stuff back and refund my money because I had been patient enough. The guy never responded to my statement and then I got a call from the owner of the 3rd party delivery - stating he was sorry for his associates and he would be coming to my house HIMSELF to finish the job. He finally showed up around 10 pm and finished the job. I never heard back from the company and didn't even receive a discount on my shipping. Appliance and Mattress's verdict on that was, its not their problem because it was the shipper's fault so they can't refund that. At this point, I am glad its over, but I would NEVER recommend ANYONE use this company. Also, side note, they offer you the option for 90 days same as cash through a company called Progressive Leasing, but they did not explain that the payments would be auto drafted from your bank account on each of your paydays, PLUS, they add a crazy 30% interest and include that in your payments so basically for my $900 purchase, Progressive was going to be taking $75 Bi-weekly, so $150 per month for 2 years for a grand total of around $1900. I ended up paying it off the following week, but I feel sorry for anyone who doesn't realize this and thinks they can just pay it off over time. This should be stated up front. Don't waste your time with these people. I understand the 3rd party delivery company isn't Appliance and Mattress directly, but thats no excuse considering THEY use them - I didn't pick them, so they should be responsible for a solution when they mess up. I should have been compensated for at the VERY MINIMUM the delivery...

I would genuinely rate this company (Springdale Ohio location) with zero stars if that were an option. I had already picked an appliance at Home Depot, but we decided to explore this place before finalizing our purchase.

The salesperson, Zach, presented us with various brands and models with standard and induction stoves that we found quite appealing. We were looking for a range that included both a convection oven and an air fryer. After making our decision and finalizing our purchase, we realized that we would likely need to unbox the unit to fit it into our SUV.

They informed us that they needed to place an order for one, and we could collect it in a few days. When we suggested taking the floor model instead, they declined, stating they preferred to provide us with a brand new one. A few days later, my girlfriend returned to pick it up and bring it home. However, once we had it home and prepared for installation, we realized it wasn't the same item we had examined in the store.

The unit lacked an air fryer and a convection oven, which were the two key features we were looking for. I called that day and spoke with an associate who promised to notify his manager to call me back. When I didn’t receive a call, I went in to speak with the manager, who said I was putting him in a difficult position because we were interested in the unit we had discussed with their salesperson and had gotten something different.

It turned out that the salesman had erred by noting the incorrect model number from a card on the unit, and he also recorded the wrong price for that unit. We went back and forth trying to get the unit we actually wanted, but they insisted on charging us an additional $800 for the one we had seen in the store. We maintained that the mistake was theirs, not ours. Another salesman even approached to confirm with the manager regarding the unit we had discussed with the original salesman, affirming that it was indeed the correct one and that it was quoted at the price we had been given.

They didn't show any concern for that and never admitted they were wrong doing. They essentially accused my girlfriend of being dishonest, claiming she had inspected the inside before taking home. However, a video proves not only which unit we examined but also that they unboxed the unit and placed it in her car while the door was still taped shut and never opened. We decided to let it go and just asked for our money back, but they dragged the process out. After weeks, we discussed switching to a unit with a similar value that had the features we desired, and they appeared to agree. However, two weeks later, there was still no resolution.

The unit we selected was from their new lineup, but they made an error and are unwilling to resolve the issue. I advise against purchasing from them; I even sent messages to their president detailing the situation. All I can say is that they don't value you as a customer—you’re just a paycheck to them, and they disregard you if a mistake occurs. They still refuse to acknowledge their wrongdoing and resolve this issue so I am writing a review after given them several changes to fix this. DO NOT BUY...

⭐⭐⭐⭐⭐

I recently had the most fantastic experience with Mattress And Appliance Inc. in Fairfield, Ohio, and I am compelled to share my thoughts! From the moment I stepped into the store, I was greeted with a warm welcome and a level of professionalism that is hard to come by. Austin and Sussy were particularly instrumental in making my home purchase a seamless and enjoyable experience.

I had just closed on a new home and needed to furnish it quickly. I was thrilled to find that Mattress And Appliance Inc. had everything I needed in stock. They provided me with an incredible selection of appliances and furniture, including a refrigerator, stove, microwave, dishwasher, washer, dryer, and a fabulous master bedroom king set. Additionally, they helped me pick out bunk beds for my twins and even a comfortable couch and loveseat with a recliner to complete my living room. To top it all off, they offered me an LG 70-inch TV that has transformed my family movie nights!

What truly stood out was their exceptional service. Austin and Sussy were incredibly knowledgeable about the products and took the time to understand my needs. They patiently answered all my questions and helped me select the best options for my family's lifestyle and budget. Their expertise made me feel confident in my choices.

One of the most impressive aspects of my experience was how accommodating they were with my timeline. I needed to delay delivery for three weeks until my closing date, and they graciously held all of my items without any hassle. This level of customer service is rare and greatly appreciated, especially during such a hectic time.

When the delivery day finally arrived, I was amazed by the professionalism of the installation team. They arrived on time and handled everything with care and precision. They set everything up perfectly, making sure that all appliances were in working order before they left. The team demonstrated a commitment to quality and customer satisfaction that exceeded my expectations.

I cannot recommend Mattress And Appliance Inc. highly enough! Their wide range of in-stock products, exceptional customer service, and professional installation made my move into my new home a stress-free and enjoyable experience. It’s clear that Austin and Sussy genuinely care about their customers, and their dedication shines through in every aspect of their service.

If you’re in the market for appliances or furniture, look no further than Mattress And Appliance Inc. in Fairfield, Ohio. You will not be disappointed! I am beyond grateful for all their help and will definitely be returning for any future needs. Thank you, Austin and Sussy, for making my new house feel...