Mattress Express New Hartford — Local services in Town of New Hartford

We had purchased a Posh & Lavish Split Head King, Topper, mid-grade base, sheet set & pillows. It was hard for us to find a bed that worked for us both between our different health issues. After finally choosing, we find out the top of the bed wasn't actually affixed but was a topper & was a whole separate charge. Without it the bed was too firm, so I had to get it. The final price was more than I ever thought a bed could be but felt we got the best deal we could. We suffered from some serious sleep issues, so this was an investment, and we were really looking forward to having less pain & better sleep. Delivery was within a week, excellent. Unfortunately, the store ordered the wrong topper & a solid mattress topper was delivered. The store was called the same day and all that could be done was to put a rush order in for the correct topper & graciously offered for us to use the topper while we waited. But we couldn't use the topper because then the head can't be raised. After several days we didn't hear back so we had to call asking if the order was submitted and when we could expect it. The manager couldn't say how long it would take. How is that? So, for me it was an uncomfortable 3 weeks until the topper was delivered. How can a whole bed be delivered in 5 days but a topper takes 21 days. For what we paid, to include a delivery fee, it would've been nice for the correct bed to be delivered but things happen. What is more important is how the store responds when they make a mistake. The before sale act was deserving of an ovation but the after-sale customer service was nonexistent. Offering to compensate for the inconvenience even in the smallest of ways goes a very long way. It's what makes the customer feel respected & want to go back to buy another bed in the future. Putting a rush order in (which didn't materialize) is not doing the customer a favor nor compensation for the inconvenience, it is what is expected when the mistake is yours. It makes the customer feel that their inconvenience was recognized- sleeping uncomfortably for weeks, having to take 4 hours off from work to wait for delivery & additional tipping (which I was happy to do as the delivery men were great!). I pray there are no issues with the bed (which I do really like & don't regret purchasing) in the future where I would need to rely on any customer service. Once the sale is over, you're kinda feel like you are...

Went to the New Hartford Matress Express and Worked with Paul MIchael got a good deal now just waiting for Delivery and Set up but seems like a good guy knows what he’s doing unfortunately they dropped the ball twice they never called before delivering the bed and the delivery guy was trying to impersonate the sales guy from the store then they called me to say they were at my house even though no one called to confirm someone would be there gave them second chance 2 delivery date they said they would be there between 11:30 and 12:30 turns out after I went to the store at around 2 pm to find out where the bed is because it wasn’t delivered I was told that I was scheduled for delivery between 3pm and 4 pm which wouldn’t be a big deal but I took time off work and you told me a different time when you called to confirm time I went to the store to complain and Paul was very cool and apologetic however the Vice President of the company and the owner just made excuses on top of that the owner basically called my girlfriend a lier but I have proof of what happened then the owner proceeds to ask me about my religion and I’m sorry that has nothing to do with what we are talking about and no ones business but my own then proceeds to call me nuts and threaten to call the cops on me if I didn’t leave his store which I did but not before I canceled my order I understand mistakes happen but learn from them don’t let it happen again and it did how many chances do you give someone however the only good thing out of this is Paul who was very cool about it and understood and apologized but as for the rest of the company for get it!!! Save yourself time and...

I’m not the type of person who likes to shop around before I buy something, which is very unfortunate for me because I’m very picky when it comes to most things, mattress especially. Dreading going mattress shopping, I reluctantly headed out with my wife and we first stopped at Metro Mattress. The salesman showed us the most expensive bed first for $12,000. Didn’t even ask us anything initially. Just boom, right to what would most likely give him the most commission I would assume. After trying a handful of uncomfortable beds, we left, and headed to Mattress Express, where we were greeted with a smile by Faruk, the store manager. He asked us what we were looking for, what we’ve seen, and what we were looking to spend, and brought us immediately to the most perfect mattress in our price range. It turned out to be the one that we purchased, too. All the while, we made great conversation and were able to make our purchase. Keep in mind I usually dread this process, but Faruk just made it so easy for us with his knowledge and customer service. Such a seamless mattress buying experience! I would definitely recommend this store to those...