Northern Mattress & Furniture 1st — Local services in Skowhegan

Customer service is terrible.

My brother had an issue with them and I decided that seeing as I'm moving up to the area soon and need to refurnish my house, I wanted to check out their customer support. Bad

He was unhappy with his mattress purchase so he contacted them and they refused to help. The cheapest stores down here guarantee mattress satisfaction, I told him I'd give them a try because there had to be a mistake.

Nope.

They were absolutely, positively, under no situation willing to exchange the mattress without 'approval' from the local rep. After many days of waiting, the local rep said no. Still frustrated, we said we'd have to seek legal counsel on the issue. Suddenly, they were willing to exchange the mattress! It's a miracle! The policy changed overnight.

Well, as I was negotiating the exchange, some high up manager called me saying any exchange is off because he publicly wrote a bad review and they were upset over it.

(note - I was negotiating not paying ANOTHER delivery fee after they rejected the offer for him to just do the exchange himself. Not only were they unwilling to eat the delivery cost, they insisted it had to be done and we had to pay for it. I was more than happy to pay any cost of difference between that mattress and an upgrade)

Long story short, I know there are probably a lot less options up there to get furniture so you're forced to buy from them regardless. My only suggestion is do research first. Don't listen to any advice from salespeople.

And most importantly, know that their website is wrong. Their return policy states "Our return policy is flexible. Our focus is on customer satisfaction and making your purchase "Just Right For You."". They should have taken a bit more time to explain that mattresses have a zero return policy and they are not at all flexible.

Added - (3/11/20)

I can't reply to the reply I had, so I am editing my original post to deal with the accusation that I am changing my name. I left 1 review here on Google and 1 on Facebook. Period. Apparently Northern Furniture does not understand that Google has a 'display name' which can be whatever I choose. Beans is not my real last name, but I choose not to show my real last name on Google reviews because business owners tend to get upset when you leave honest reviews of their poor customer service. The fact that Facebook forces me to display my real last name means that I typically only leave positive reviews on there.

Seeing as I was so disgusted by Northern Furniture, I skipped my normal policy of only leaving positive reviews on Facebook and was honest...

Tony lied to me about the mattress I was buying. I asked 3x if it was a medium or softer, he said it was "medium firmness". Upon delivery it was clearly firm.

Spoke on phone, he still insisted it was medium and it was "my opinion" that it was firm. Looked it up after, it's listed as FIRM on both their website AND Sealy. Rather than do an exchange, NM tried passing buck to Sealy who obviously want no part of it.

My first mattress with them years ago went smoothly, so was surprised to see the lying and outright lack of customer service.

Be careful here, what you try in store may not be anything like what you end up buying. You wont know until it's too late and by then have to go through legal channels.

I'll now be escalating this with outside agencies.

UPDATE: They admitted to their mistake and were willing to allow me to 'upgrade', until they read this review. Great customer...

Skowhegan Location- Wonderful staff & excellent service. The salesman was personable & professional. He worked with us to get the best setup at a better price than we expected. The day of delivery it turned out that the box-spring wouldn't fit up the stairs. We paid the difference & then they rushed the new split box spring over that same day. We plan on going back there the next time we need some furniture.

June 2019 Skowhegan Location Again- Went back to purchase a bed for my daughter & replace our very well-love couch. Same guy, same great service. He showed us around the showroom, answered our many questions, and made sure we got a great deal. We ended up spending much less than expected. This location is our go-to store for furniture.

May 2022 Purchased a couch with protection plan....