Mathis Sleep — Local services in Yukon

UPDATE: WE RESPONDED TO THE EMAIL AS REQUESTED WITHOUT ANY RESPONSE. THERE HAS BEEN ZERO COMMUNICATION FROM THEM, BASICALLY REFUSING TO REPLACE A MATTRESS BOUGHT END OF NOVEMBER, WHICH WE WERE TOLD WE HAD UP TO ONE YEAR TO DO SO. Y'ALL, UNLESS YOU KNOW 100% SURE YOU DON'T EVER HAVE TO DEAL WITH REPLACING A MATTRESS, BE SURE TO CHECK THEIR POLICIES ONLINE, BECAUSE THEY WON'T TELL YOU, EVEN IF YOU ASK ABOUT IT SPECIFICALLY. THEY WILL LIE TO YOU AND CLAIM THAT THEIR REPRESENTATIVES ALL MENTION THIS TO YOU WHEN YOU BUY A MATTRESS THAT THERE IS A 199.00 DOLLAR EXCHANGE FEE, AND ONLY IF THE MATTRESS IS OVER 1,000DOLLARS, YOU BOUGHT PILLOWS ALONG WITH IT AND OBVIOUSLY THE MATTRESS PROTECTOR (WHICH WE ALL DID). NEVER EVER WILL I BUY FROM THEM AGAIN. THE DM NEVER CONTACTED ME BACK. I HAD TO GO ONLINE TO FIND OUT AND THEN CALL THE MAIN OFFICE IN THE CITY, GET TRANSFERED TWICE, JUST TO FIND OUT, OH YES, THERE IS AN OPEN TICKET, JUST PAY THE DIFFERENCE AND THE FEE. I am not pleased with the DM Robert, who seems to manage all the sleep centers in this area. While I am not thrilled with having to be put on hold by Ashley for 26 minutes for her to confirm that I had spoken to their District Managers and needed the cell number again to text him a picture of the replacement mattress that we picked, I"d say she remained professional and friendly. As well as the other gentleman (shorter guy, perhaps it's Simon?), he has been the most helpful and friendliest of all I have crossed. We originally bought a Purple I mattress with the fatter pillows (which another sales person at a different sleep center mentioned is absolutely useless for sidesleepers, which is what we are) and spent quite a bit of money on sheets and pillows. My husband dislikes it much and I still wake up with low back pain, so we asked to exchange it. The gentleman from the Yukon location was very friendly and helpful in giving us details and letting us know that we'd have to get with the DM (District Manager) Robert for that process and told us we'd hear from him within two days. We did not hear from him and went to the larger location on Memorial Road to see if we could find a replacement. Taya from there was extremely rude and told us she won't be answering any questions and such and that we really needed to wait for Robert to do this with us. However, we already waited over a week and just wanted to see what they had. We found one and took a picture of it. I then got in contact with Robert (DM) and thought it would be a smooth process, which was not so. After sending him the picture of the mattress and the pillows we liked, I get a call from the main Mathis location off of I40, telling me that I owe 400 dollars on the Purple mattress and that I needed to pay that. First off, I had a special promotion agreement with payments. Second, I more a lot more then the monthly payment, third, I am about to return that mattress. So I text Robert what this is all about and he calls me stating that I need to pay a 199 dollar exchange fee (restocking fee maybe, which I later read in my contract that I don't have to pay if I select other merchandise) which he swears up and down that every sales rep tells his customers. My oldest son was with me when I bought the Purple mattress originally and was my witness that I specifically asked what the process would be in case we didn't like the mattress, which I was told was an easy process and good for the first year. No fees, nothing. I even paid for the Mathis Reward Card (79 dollars) to avoid any further delivery fees. I have not heard from him since that conversation. He was supposed to get back to me to see if the mattress we wanted was in stock, since it is a...

Came in a few months ago and was not even glanced at. After some time looking I went up to the woman at the counter to let her know I was ready to buy. I wanted to buy with my Mathis credit card, but she told me my husband needed to be there which was bull because every time I used it my husband was never with me. It just looked like she didn't want to help. I'm glad she didn't want to help me because I ended up going to the Mathis by the outlet mall and they gave me a good deal on a better mattress, and guess what, I didn't need my husband to make the purchase. I won't return to this location.

*I am the cardholder so I don't know why he "needed" to be there. I didn't have the card with me, but they usually look it up. Maybe he was on the rewards with me, but the records, statements, etc. only...

This store and this salesman made my horrible day turn out to be a GREAT one! Long story short….. ordered a bed from another store on the 18th of February was told it would be here today between 9-12. At 11:24a got a call that the bed got “lost “ and a new order would have to be placed. The soonest we could get it would be the 25th. I was so frustrated and ticked. You spend over 8k for a bed and it gets lost. They wouldn’t even find another solution. In desperation I called Mathis. In the end by 4 pm not only did I have an even better bed with more features, I had saved $1900 and had the most amazing service and the kindest most understanding and accommodating salesman- Simon! Don’t waste your time with other sleep stores. Would recommend this store over and over again Thank you...