The Mattress Hub Manhattan, KS — Local services in Manhattan

I am writing this review only because they asked me for a review when I checked out:

I was in a super hurry, had my kids with me, knew exactly what I was there to buy (pillow, called ahead to make sure they have it), I bought Purple pillow and Purple sheets, spent around $450. It was a bit frustrating to have to provide literally all my information; name, address, phone number etc. just to complete a transaction with them. I didn’t decline to though, so maybe that’s an option. I felt like the transaction should have taken 5 minutes or less but ended up closer to 15 by time I had provided all my info. At the time I checked out, I asked the rep what would happen if I decided I didn’t like them, and he said he didn’t suspect they could return used products as they wouldn’t be able to resell them. Fair. No other info given about return policy at this time.

Less than 24 hours later, items are still 100% brand new, still in the trunk of my car, I decide maybe I don’t need the sheets. Call to see what the return story is. Rep (same guy from yesterday) doesn’t know, I can hear him call the manager and can also hear her tell him that they would only offer an item exchange (regardless of price) even on a BRAND NEW item. Seems kind of wild. Talk to Purple brand, they also are shocked to hear this, as they have pretty generous return policies if you buy their items directly from them. Mattress Hub website seems to confirm this no return policy however. I reach out to customer service and they say the manager will get in touch with me.

She does, very promptly, very friendly. By that time I have decided to keep the sheets (they rock). The world will never know if she would have offered me a refund on my brand new product purchased less than 24 hours ago from the time I reached out.

The archaic no return policy on brand new items should be made 1,000,000 percent clear. I mean there should be signs on the walls and it should be highlighted on whatever paperwork they have you sign. If you are going to take up my time soliciting my personal information at check out, you need to also take the time to go over that. To think I even asked a question specifically about returns, and was not explicitly told that all items, new or used, could not be refunded as part of the answer I was given is a definite problem.

The rep was nice and I liked him. He said he was new, and he very clearly is new. Based on a few questions he wasn’t able to answer or give me any info about, I feel like he’s too new to be working by himself. Not his fault. Really nice guy and ran out to my car to bring me something I left behind.

Based on this experience I will definitely just look to purchase these types of items directly from the company (ex. Purple)‘s website in the future as their return policies/like it or your money back type policies are much much more customer friendly. It’s giving a bit “broke” to think they were so desperate for my $250 on a product that they easily could have reshelved in 30 seconds and sold to someone else that they would rather lose me as customer over their return policy. Again maybe they would have offered to though if I hadn’t changed my mind, but that call was only made because I contacted customer service. Just calling the store and asking about refunds, I was only given “exchange for other sheets even if they are cheaper than the ones you bought we won’t refund the cost difference” as an option.

Writing this review from my amazingly comfortable Purple sheets that I will be buying directly from the Purple website...

This has easily been one of the easiest, smoothest mattress buying experiences I've ever had. Generally, I rank mattress buying up there with car buying in terms of how painful it is. However, I came in the Manhattan store late (literally it was 7:58pm) and Tia still was happy to help me despite closing at 8. I already more or less knew about what I needed and asked her to cute all the fluff out and just give me the features of a few specific mattresses. She obliged without issue and within a couple days we were able to sort out exactly which mattress I wanted and she even finished the sale over the phone so that I wasn't forced to come all the way back in.

But what has really been the most impressive is the after sales support. Because of the mattress I ended up buying which is incredibly thick, the box springs made it unreasonably high for me to get into. There was zero hesitation from Tia to get me a solution that worked better - aka smaller box springs. Fast forward a month and I had an issue with one of the box springs randomly breaking across multiple slats. Rather than making me jump thru crazy hoops to get it resolved, she walked me thru every step of the online process for the warranty and made sure the request was handled the very next day!

I will absolutely go back to her if I need another mattress and I'll gladly send others to Tia as well. She really bent over backwards to make sure I was taken care of before, during and...

PLEASE READ THE FINE PRINT AND PAPERS YOU SIGN. Buy directly from a mattress company so you can return with a full refund. If you buy from here, you only get store credit if you return a mattress and will not be refunded the difference of the mattress you return and mattress you buy. You get a one time return, don't like your second mattress? Tough. It's yours now. Does your mattress have issues other than being uncomfortable? Smells? Sags? Making you sick? Sorry no refund. Expensive doesn't mean the best. If you shop here, get a cheaper mattress first. You can return, once, and upgrade to a more expensive one. If you buy an expensive one, and return, you don't get refunded the difference of a cheaper mattress. Tempur Pedic confirmed that they can take a mattress back, refund your money, and get their money. However, they won't do that because, that would effect commission, and it's agains "store policy". Delivery process is kind of a mess. We had to call several times to get everything. Still waiting on a phone call regarding the warranty and follow up return. That was a month ago.

Go to the store, lay on beds, and order directly from someone who will refund your money if there is a problem or you don't...