Mathis Sleep — Local services in Norman

** UPDATED FROM ONE STAR TO FOUR, 12.26.24 , because of Robert! : Robert, the district manager for this area made it right and then some! He contacted me on Monday, Dec 23rd, asking what was going on, explained all the below to him. He said he’d have go look at our profile and the inventory of what we’d previous bought & asked if I’d be able to send him a picture of the pillow we were trying to replace to see if what he could find was the same or at least close. So I sent him the pictures & even a video showing it was a firm pillow when I got home from work around 430. He called me the next day, Christmas Eve, that the pictures helped him a lot and he’d found something very similar because what we had, has been discontinued. Asked me if we’d like to come in and exchange the soft pillow for the firm pillow AND that he’d refund the incorrect pillows purchase, for the inconvenience all this caused. Did the exchange and got the refund (minus the tax but that’s fine considering). The new pillow is exactly what my hubs wanted in a pillow! He’s sleeping like a baby again! I can’t thank Robert enough!

Reason for single star on Original Post 12.20.24 : Really hope I did not just throw $300 down the drain for a sales woman to make her sales quota at Christmas!

We went in to get a replacement pillow from the one we got 5/6 years ago, told the woman on the floor, Ashley, the brand that it was, that it is a cooling pillow and that it was a firm. Without even looking up our account, she said oh it's this one and sold us a pillow, nothing else was said. The box was damaged and has a hole and rips, the cling wrap packaging was missing on the back when we took it out of the box. Took it out of the box, not the screwed up cling wrap, and it's a soft pillow that when you lay on your side, you feel like your suffocating cause your head goes down so much.

So we took it back, in the same screwed up box and cling wrap, to be told with so much attitude and disregard, because she was so engrossed in her phone, "there's nothing I can do, sales are final if the box is opened" She never told to us this rule, the boxes packaging on the insides was already screwed up thats how she sold it to us, even making the comment that it was damaged when we picked it off the shelf, and she huffs and walks away! Effectively dismissing us, to go screw over someone else and make another sale, as another couple had walked into her empty show room.

I called the corporate office, to be told the pillow we were looking for, isn't even sold anymore! That there's a new one that is completely different than the one that was sold to us. The nice lady on the phone said we'd have to wait on a district manager to call, after he emailed her that if it's opened there's nothing he can do, just to see what options we even have.

I don't want my money back, I want the pillow we had or something comparable! It's not that hard to just lookup an account to confirm if a pillow is the same, it took the lady on the phone 2 minutes of her time.. Here's to hoping SOMETHING...

Do not purchase a mattress from this store as they do not have any form of return policy. They instead use predatory tactics to make you believe they do and then go back on their word. I purchased a mattress and they told me to pay $69.00 to become part of their Return Policy through their 'Platinum Rewards' program. They told me I would get a full refund if it did not work out and I could return my mattress without issue. They then told me to also purchase a mattress protector which came to $89.95. The total for my mattress came to $978.70 with tax. The total with the other two items came to $1145.52. I followed their rules and kept the protector on and waited for 30 days to try it out. I am not getting sleep at night and suffer from horrible backaches. Right away I knew the mattress was not the same mattress I thought I had purchased. The ones on their showroom floor are softer than what you get, leading you to get a different mattress than you expect. After the 30 days I called them to return the mattress. They told me that instead they have an 'Exchange Policy' not a Return policy like I was sold. I called their customer service and they told me they do not have a return policy at all. I called again because I wanted clarification and they told me my mattress was over $1000 so I could not be part of even their exchange program. I called their manager and he tells me they no longer offer any program like this, nor has he even heard of it. I was lied to, they used predatory tactics to assure me that I was going to get satisfaction, I paid the extra money and waited the 30 days and now they are still lying to me. I have filed a complaint with the Consumer Protection Unit at the Attorney General's Office because this is getting out of hand and I want no one else to go through what I am going through. Do not purchase from...

Sales was fine. Our bed/adjustable frame were in stock. we bought it with a delivery date for the day after we closed on our house. Was told they would call before delivery in the afternoon...Nothing....We call them the day it was supposed to be delivered.....Oh we don't' have a record of delivering your bed/frame today. in fact it's not in stock and you won't get it until next week.....Spoke to a supervisor and they somehow found a bed/frame and delivered it around 8:30PM.

When they installed the frame they didn't install it correctly because one of the wires was wrapped around the frame and when you lifted the bed with the remote it sheared the wire essentially making the bed frozen in place.

Called them the next day and a guy came out. The tech said yep they installed it wrong but was able to bypass one of the control boxes and said that he was ordering a part and when it came in that they would come out and replace it and that I didn't have to worry.

2 months later...No word...Call and they said they have no record of this. They didn't even ask for a sales number or order receipt nor my phone number to look anything up. Just said that I would have to call the frame manufacture to get it fixed ON A PROBLEM THAT THEY MESSED up on when they delivered the bed.

No help from the support staff at all DO NOT EVER USE them for anything. Terrible customer service. I for one will never spend a dime with them again and will tell everyone I know to use someone else. Horrible. Horrible...