Mattress City — Local services in Shoreline

Updating my review: I was very surprised to receive a call from the company owner tonight who explained more about the type of mattress I bought, and also told me that their philosophy is to always do right by the customer. He committed to refunding my money for the mattress and the frame, and encouraged me to look at what else they might have when I'm ready to make another decision.

I really appreciated his time and I can tell that he is sincere about delivering great customer service.

Definitely a disappointment! Here is a summary of my experience. When I bought the DreamCloud mattress, they wanted to sell me a metal frame as well. I was not impressed with the appearance of the frame, but the salesperson said "just put a bed skirt on it and it will look nice". So I bought the frame and went home and ordered a bed skirt. Then they wanted me to buy a zippered mattress encasement and said I would not have a warranty on the mattress if I did not. I explained that I don't have the strength to put a full size mattress encasement on by myself (I'm 76), and asked if the delivery person could install that. They assured me that the delivery person would put it on. Installation day: after the delivery guys set up the frame, I asked if I could put the bed skirt on before they added the mattress. The installer explained that would not work, because the mattress needs to stick to the double-side tape on the frame. Or it will slide off the frame. So no bed skirt. After they unrolled the mattress, I asked the installer to put on the encasement. He said that was not a good idea because the mattress needs to expand for 72 hours, and the encasement would prevent it from expanding correctly. He said a lot of these mattresses "fail" because they don't fully expand. So no encasement. He suggested I get someone to help me put it on at a later date. The installer showed me areas on the side of the mattress that should come up flat if it expands correctly. He said if they don't, then I should call the store because it's a "fail". There were no written instructions provided, just his brief explanation. 72 hours later. The areas that should be flat were not. I got on the DreamCloud website Chat line and sent pictures to a DreamCloud agent. They told me the mattress had failed and I needed to call the store to get a new one.

I called the store this morning and was told that they could send me a new mattress, but I have to wait until Tuesday when the General Manager is back. I asked for a full refund, and they said that normally isn't what they do so I have to wait for the General Manager.

At this point I have NO confidence in buying something from this store. I really want a full refund for everything.

In spite of this dismal experience, I must add that TYLER the delivery guy, and ERIC the person in the store today who tried to help on the phone were very polite and tried to do a good job of Customer Service.

Now I'll wait until Tuesday to see if the General Manager will be as responsive as they were and give me a full refund. If that happens, I'll update...

This is gonna be a long one but it's a goodie, so let's go!!!

My situation is unique because I suffer from a rare genetic disorder where I live with pain 24/7. But also, I deal with a lot of pain and dislocation of my joints while sleeping. So Drs suggest a latex mattress for the best support + softness that my body needs. I've been dealing with worsening health issues for the past 6 months and have been unable to sleep well due to pain, so I have been desperately searching for ways to ease that pain and let me sleep. Restorative sleep is so vital for all human bodies and brains to function correctly and heal, but it's even more important for people with my condition. Our bodies literally begin to fall apart and break down with out restful sleep. But fun fact, not many places carry latex mattresses or even hybrid latex mattresses! I had no idea! So after calling around to multiple bigger named mattress stores and finding nothing. I was scared. Not gonna lie. Near tears actually. But had one more number to call so I gave Mattress City a call and got Joselin, the manager, on the phone. She actually missed my first call and immediately called me back! And finally I had someone telling me that they carried latex products!!

So today my husband and I took the drive down to the Shoreline location and got a chance to meet Joselin and Trinity, as well as experience some 100% latex and latex hybrid mattresses. Wow! My body was like "This is what you've been missing girl!" So we got to talking price. Now word of warning, latex is as expensive as it is an outstanding product. And the ladies took us through ALL the options. We must have laid on half the store just comparing beds, chatting and laughing. The ladies were both very knowledgeable and felt like we were just hanging out with friends...who happened to know a crap ton about mattresses. Lol

In the end it came down to 2 beds. One 100% latex and one that was a mix of traditional and latext structure. We went through the cost of both and they were miles apart on price. Like swallow my tongue different. But we talked through all the options of financing, the 4 month trial period they give (which is outstanding), and our option to try the lower price one first before upgrading to the 100% latex, which is like buying a car, if the first one does not help. Lol And that option worked for us!

So through much laughter and jokes about husband's and family life, we worked out a great deal, that my husband was comfortable with, for the latex hybrid mattress. And now we get the mattress in less than a week. I'm so excited!! Definitely happy dance worthy moment. But mostly I just can't thank those ladies enough for making a big purchase, and the intimidating issue of my health problems and finding some nighttime relief, a truly fun, comfortable, and hilarious time. Laughter is truly the best medicine sometimes with chronic illness because coping with your life sentence is a huge part of making it through. So I am blessed to have had this wonderful experience today. Thank you Joselin...

We recently purchased our Nectar Premium Copper foam mattress and BT 3000 adjustable base at the Mattress City store in Shoreline, WA. We had spent hours on-line learning about the different types of mattresses and bases, prices and the factors to consider in making a good selection based oun our body type, sleep posture and other preferences, Based on our on-line research we made a tentative selection of a Dreamcloud product but there is nothing like testing in person, but of the stores in our area, only Mattress City had them in stock and on display. Our sales representative Gary made the in-store experience enjoyable. The store offered a wide selection of foam, hybrid and conventional mattresses and bases. After assessing our preferences, he offered several suggestions but most importantly invited us take time testing each, checking back with us from time to time to answer any questions. Over two hours of testing many mattresses/bases later we arrived at our decision, negotiated over price. Their prices were consistent with those offered by on-line retailers but with the advantage of next day delivery and pick-up of our old set. Sure enough, the following day the truck arrived as scheduled and the delivery could not have been smoother. Within an hour our old conventional mattress and box spring set which had served us well for 18 years was out and our new Nectar and BT 3000 were set up tested and ready to go. The guys were exceptionally friendly and respectful of our home and safety. They reviewed the features of the base with us, patiently answered all our questions and were on their...